Guides

• Manage and resolve tickets

  Managing your fault reports Once faults are landing in your team's queue, someone needs to triage them, decide who's picking them up, keep the reporter informed, and mark them done. This article walks through the day-to-day of working faults inside Fault Reporting. In a nutshell: Open Fault Reporting, filter to your team's queue, open a fault, assign it, move it through its statuses (Start Work → Mark Done), and use comments to keep everyone in the loop. Who this is forFew readers

• 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 —Few readers

• Managing the team that receives your fault reports

  Managing the team that receives your fault reports When someone at your site reports a fault, it doesn't go to a person — it goes to a team. The team is the shared queue that your organisation's facilities people (or whoever handles problems for you) work through together. This article explains how to see that team and manage who's in it. In a nutshell: Faults raised by your people land in your organisation's default fault team. You can add or remove team members and decide who's aFew readers

• Transfer a ticket between teams

  Escalating a fault to another organisation Not every fault is yours to fix. A flickering light in a shared corridor, a problem with the building's heating, a security door on a communal floor — these belong to the building owner, not the tenant. When that happens, you transfer the fault to the organisation that should handle it. Transferring is how a fault is escalated up to your landlord (or routed to any other organisation you're allowed to hand it to). In a nutshell: Open the faFew readers