> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.smartcore.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Report a fault

# How to report a fault

Something not right in the building? A light that won't come on, a tap that won't stop, a room that's too hot, a door that won't lock. **Fault Reporting** is how you flag it so the right people can put it right. This article shows you how to raise a fault and follow it through.

> **In a nutshell:** Open **Fault Reporting**, click **Report a Fault**, describe the problem (a title and a category are all that's required) and submit. It's routed to the right team for you — you don't pick who handles it. You're then kept up to date automatically and can check on it any time.

## Who this is for

Anyone with access to a site. If you can work in the building, you can report a fault in it — you don't need to be in a facilities team or know who fixes what. The team that picks it up sorts out the rest.

## Reporting a fault

1. Open **Faults** from the main navigation.
2. Click **Report a Fault** (top right).
3. Fill in the form:
* **Category** *(required)* — pick the closest match: **Cleaning**, **Electrical**, **General**, **HVAC**, **IT / Network**, **Plumbing**, or **Security**. Don't worry about getting it exactly right — the team will re-categorise it if needed.
* **Title** *(required)* — a brief description of the issue, e.g. *"Meeting room light flickering"*.
* **Description** — room to add detail: what's happening, when it started, anything you've tried.
* **Location** — where in the building the problem is, e.g. *"Floor 2, Room 201"*.
* **Priority** — how urgent it is: **Low**, **Normal** (the default), **High**, or **Urgent**.
* **Add Photos** - Add a picture of the fault if possible
4. Click **Submit report**.

That's it. The fault opens straight away so you can see it's been logged.

> **Tip: one problem per report.** Raise a separate fault for each thing that's wrong. It keeps each one clear to follow and lets different problems go to whoever's best placed to fix them.

## Where your fault goes

You don't choose who handles your fault, and there's no one to address it to — it's routed automatically to the team that looks after problems at your site. If they decide it's really someone else's to fix (a shared-area or building-wide issue, say), they'll pass it on for you. Your job is just to describe what's wrong; theirs is to get it to the right place.

## Following your fault

You stay in the loop from the moment you report it:

* **You're kept informed automatically.** As the team works your fault, you'll be notified of progress — you don't need to chase.
* **Find it again** in **Fault Reporting** by setting the scope filter to **Reported by me**. Click it to open the full detail.
* **See what's happening** on the fault's **Activity** timeline — every status change and comment, in order.
* **Add a comment** any time to add information or ask a question. The team handling it will see it.

You can follow and comment on your fault, but you can't assign it, change its status, or mark it done — that's for the team handling it. You'll always be able to see where it's up to.

## What the statuses mean

Your fault moves through a few stages as it's worked:

| Status | What it means for you |
| ---- | ---- |
| **Open** | Logged and waiting to be picked up. |
| **In Progress** | Someone's on it. |
| **Awaiting Info** | The team needs something from **you** before they can carry on. |
| **Done** | Sorted. |
| **Closed** | Won't be actioned — the team will note why. |

> **Tip: "Awaiting Info" means they're waiting on you.** If your fault is set to **Awaiting Info**, the team can't get any further until you reply. Open it, read what they've asked, and add a comment with the answer — they'll pick it straight back up.

## If you can't see "Report a Fault"

The **Report a Fault** button only appears if you have access to the site you're currently on. If it's missing — or you can't find **Fault Reporting** at all — you may not be assigned to this site, or you may be on the wrong one. Check the site shown in the app, and if it still doesn't appear, contact your site administrator.

## Related articles

* [Managing your fault reports](https://help.smartcore.io/en/article/manage-and-resolve-tickets-1dct9zz/)
* [Escalating a fault to another organisation](https://help.smartcore.io/en/article/transfer-a-ticket-between-teams-1w4g3hm/)