Create a Service Ticket

Overview

Service tickets in URBI Kore help you track maintenance requests, repairs, and operational work for your properties. This guide walks you through creating your first service ticket.

Who Can Create Tickets

Users with Property Manager, Board Admin, or Building Manager roles can create service tickets. Residents can also submit maintenance requests that become tickets in your queue.

Step by Step

Step 1: Navigate to Service Tickets

From the left sidebar, click Service Tickets to open the service tickets dashboard. You will see a list of existing tickets with sidebar navigation for different views: All Tickets, Scheduled, Not Scheduled, Inbox, and more.

Step 2: Click New Ticket

Click the Create Service Ticket button. The creation modal opens with a streamlined form.

Step 3: Enter the Title

Type a clear, descriptive title for the ticket. The title field supports smart tags for quick entry:

• @name to add a collaborator

• #unit to link a unit

• !urgent or !high to set priority

• p:project name to assign a project

• c:category name to set a category

• Type a day like tomorrow or monday to set the due date

Step 4: Select a Property

Choose the property this ticket belongs to from the dropdown. This is required and determines which users, projects, and categories are available.

Step 5: Add Details (Optional)

Click Add details to expand the optional fields:

• Description: A detailed explanation of the issue or work needed

• Priority: Low, Medium, High, or Urgent

• Assignee: Search and select a team member to handle the ticket

• Category: Organize by type (e.g., Plumbing, HVAC, Electrical)

• Project: Link to an existing project

• Labels: Add one or more labels for tagging

• Due Date and Time: Set a deadline with the calendar and time pickers

• Private: Toggle the lock icon to make the ticket visible only to you

Step 6: Attach Documents (Optional)

Switch to the Documents tab in the modal to drag and drop files or browse for attachments. Photos of the issue, contractor quotes, or work orders can all be attached.

Step 7: Submit

Click Create to submit the ticket. It will appear in your service tickets list with a To Do status by default.

Batch Creating Tickets

If you need to create several tickets in a row, check the Multi-add toggle before submitting. The modal stays open after each creation so you can quickly enter the next ticket.

HERO AI Mode

Premium subscribers can click Create with HERO to have URBI's AI assistant help generate ticket details based on your title and context.

Views and Filters

After creating tickets, use the sidebar to switch between views:

• All Tickets: Everything in one list

• Scheduled / Not Scheduled: Filter by whether a date range is set

• Inbox: Tickets in triage state

• Overdue: Past due date (shown in red)

You can also switch between List, Calendar, and Kanban views using the view switcher at the top.

Ticket Lifecycle

Tickets move through these statuses: Triage, Backlog, To Do, In Progress, In Review, Complete, and Archived. You can drag tickets between columns in Kanban view or change the status from the ticket detail drawer.