Ticket visibility for occupants, how can I control what information I want to share with the residents?

Ticket visibility for occupants, how can I control what information I want to share with the residents?

Summary/Goal:

To provide an overview of occupant permission settings that managers can now control for tickets.  The ticket types currently available for this functionality include unit-level work orders, common-area work orders, architecture requests, and insurance tickets.

What are the new permissions and what do they do?
  1. Hide - This option hides the ticket from the Occupant view in the resident portal.
  2. View - This option displays the ticket to the Occupant in their ticket area.
  3. Comment - This allows the Occupant in the unit to add more tickets to the ticket.
  4. Edit & Comment - This would allow Unit occupants full access to modify the ticket.  Note:  It's important to be cautious about giving full edit capabilities to residents.  Make sure that you are okay with residents being able to modify the ticket and that you are aware of exactly who can edit it with the permission.  Be sure to review each individual ticket permissions to learn who can perform what actions.  

Step by Step:


For Work Orders:
  1. Navigate to the Tickets tab and click on "Work Orders".
  2. Click on Unit-Work order to a Common-area work order to add a new ticket.  Add all pertinent information such as subject, description, service type, contact information, etc.
  3. Then, in the "community Occupant Permissions" selector, choose one of the options that best fits your community's work order processes.  


     
  4. Click "Add" and the ticket will be created.
  5. If at any point you wish to edit the permissions after the ticket has been created, you can click on the ticket in the dashboard view.  Once the OWrk Order Detail Ticket opens, click the Edit button.  Then, in the "community Occupant Permissions" selector, select the permission you want to update and click "Update".  

For Insurance
  1. Click on the Community tab which will automatically direct you to the list of all occupants in your community/
  2. Click on any occupant that you wish to add or update insurance information to.
  3. On the left-hand side, click on "Insurance".
  4. Then, click on the "Add Occupant Insurance" button.
  5. Add all pertinent information to the insurance ticket.  Then, in the Community Occupant Permissions area, select the permission and click add.

     

The permissions have slight variations based on the ticket type:
  • Unit-Work Orders and Architecture Requests - Grants permissions to all occupants in the unit.
  • Common-Area Work Orders - Grants permissions to all residents in the community.  We do not allow for full edit for Common Area Work Orders.
  • Insurance - Grants permissions to the occupant who has the insurance.

We also have some tickets that do not have the infrastructure in place yet but in the future, we plan on opening them to residents too.  You can begin setting the permissions but they will not go into effect until a later release.  Therefore, we highly recommend exercising caution in setting those permissions.  The following are the variations in permissions based on the ticket types that are yet to be fully implemented:
  • Unit Activity Logs - All occupants in the unit.
  • Occupant Activity Logs - The occupant who the log is associated with.
  • Rule Violations - All occupants in the unit.  

Conclusion

This functionality gives managers greater control over which tickets can be viewed, edited, and commented by residents.  Thus far, we have fully implemented this feature for work orders (both common area and unit-level) and insurance, with the other ticket types currently being worked upon.  Stay tuned to this page for more updates regarding Community Occupant Permissions to Tickets.

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