Add Assignees to a Service Ticket
Learn how to assign team members and collaborators to service tickets in URBI Kore.
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Overview
Every service ticket in URBI Kore can have a primary assignee and additional collaborators (followers). Assigning the right people ensures tickets get handled promptly and the right team members stay informed.
Primary Assignee vs. Collaborators
Primary Assignee: The single person responsible for completing the ticket. Shown prominently on the ticket card and in list views.
Collaborators (Followers): Additional team members who are kept in the loop and receive notifications about updates.
Setting the Assignee During Creation
Method 1: Assignee Dropdown
When creating a new ticket, click Add details to reveal the optional fields. Use the Assignee dropdown to search for and select a team member from the property's user directory.
Method 2: Smart Tags in Title
Type a:name in the title field to quickly assign someone. For example, typing a:John will search for users named John and let you select one as the assignee.
Method 3: @ Mention
Type @name in the title field to add someone as a collaborator on the ticket.
Changing the Assignee on an Existing Ticket
Step 1: Open the Ticket
Click on any ticket in your list to open the detail drawer.
Step 2: Find the Assignee Field
In the sidebar on the right side of the drawer, locate the Assignee section.
Step 3: Select a New Assignee
Click the assignee dropdown to search the property user directory. Select a new person to reassign the ticket. The change saves automatically.
Adding Collaborators
Step 1: Open the Ticket Detail
Click on any ticket to open the detail drawer.
Step 2: Find the Collaborators Section
Below the assignee in the sidebar, you will see the Collaborators section listing current followers.
Step 3: Click Add Member
Click the Add member button to open the user selection modal. Search for and select team members to add as collaborators.
Removing a Collaborator
Click the delete icon next to any collaborator's name to remove them from the ticket.
Subtask Assignees
If your ticket has subtasks, each subtask can have its own individual assignee. In the subtasks section, click the avatar dropdown next to any subtask to assign it to a specific person. This is useful when different parts of a job are handled by different team members.
Private Tickets
When you toggle a ticket to Private (using the lock icon), you are automatically set as the assignee. Private tickets are only visible to the creator.
Tips
Always assign a primary person so nothing falls through the cracks
Add collaborators for team members who need visibility but are not doing the hands-on work
Use subtask assignees to break large jobs into individually owned pieces
Collaborators receive notifications when the ticket is updated, commented on, or completed
Who can change who is working on a ticket
You can add, change or remove the people on a ticket in any building you belong to. That means being on the building's staff, management or board list, or living in one of its homes.
Someone with no connection to the building cannot change its assignments, even with a link to the ticket.
You can still bring in a colleague from another building. Being added to a ticket does not require belonging to that building, so a manager who looks after several properties, or a specialist you want a second opinion from, can be added normally. The rule is about who does the assigning, not who gets assigned.