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  1. Help Center
  2. /Operations
  3. /Service Tickets
  4. /Service Tickets: Troubleshooting

Service Tickets: Troubleshooting

Common issues with Service Tickets: Reassign Work blocks, Operations plan gating, sidebar filters, and document previews.

Last updated August 13, 2026

Operations
  • Approvals: decide expenses, board votes and RFPs in one place
  • Board Decisions: overview
  • Confirming packages, and what a refused package means
  • Document sharing
  • Finding the packages for one home
  • How to approve expenses and RFPs in Approvals
  • How to create a decision
  • How to create a time limited public link
  • How to generate the PDF report
  • How to run a vendor RFP through Board Decisions
  • How to share a file or folder
  • How to upload with drag and drop
  • How to vote and finalize a decision
  • How to vote on board decisions in Approvals
  • Operations
  • Troubleshooting
  • Troubleshooting document sharing
  • When a scanned package needs a look
    • Add Assignees to a Service Ticket
    • Attach a Vendor to a Service Ticket
    • Convert a Service Ticket to a Task (and make sure it stays visible)
    • Create a Service Ticket
    • Documents on a Service Ticket
    • Finding a Ticket: Search and Filters
    • How the Emergency Number Is Chosen
    • How to Convert a Service Ticket into a Board Decision
    • How to Reassign Work When Removing a Team Member
    • How to Set the Emergency Line
    • Notes on a Ticket, and What the Resident Can See
    • Service Ticket Statuses Explained
    • Service Tickets: Glossary
    • Service Tickets: Overview
    • Service Tickets: Troubleshooting
    • Set Up Recurring Service Tickets
    • The History on a Ticket: What It Records
    • The Tabs on a Service Ticket, Explained
    • Troubleshooting
    • What Residents See When They Create a Ticket
    • What's New in Service Tickets
    • Who Can Do What on a Service Ticket
    • Add Assignees to a Task
    • Create a Task
    • Organize Tasks with Categories, Projects, and Labels
    • Set Up Recurring Tasks
    • Access Request Statuses Explained
    • Choosing Who Receives a Request for Access
    • How to Send a Request for Access
    • Mandatory vs Request: Which One to Send
    • Recording an Answer on Someone's Behalf
    • Requests for Access: Glossary
    • Requests for Access: Overview
    • Requests for Access: Troubleshooting
    • Reschedule Requests: How They Work
    • Sending a Reminder for a Request That Has Not Been Answered
    • What the Recipient Sees and How They Answer
    • Awarding the Work
    • Comparing Proposals
    • How to Invite Vendors to an RFP
    • Putting an RFP to a Board Vote
    • Requests for Proposal: Glossary
    • Requests for Proposal: Overview
    • Requests for Proposal: Troubleshooting
    • RFP Statuses Explained
    • What a Vendor Sees and How They Submit a Proposal
    • Asset Impact: Overview
    • Asset Impact: Troubleshooting
    • Cancel Bookings or Block New Ones
    • Closure Statuses Explained
    • Confirming a Closure, and Why Scheduling Is Not Enough
    • How to Close an Amenity for Scheduled Work
    • What Happens to Bookings and Money When You Close an Amenity
    • How to view and add a vendor's expenses
    • Requesting Completion, and Technician Notes
    • Vendor Billing Tab: FAQ
    • Vendor Billing Tab: Overview
    • What a Contractor Sees on a Work Order
    • Set Maintenance Schedules for Assets
    • Track Equipment and Warranties
All collections

On this page

  • I can't remove a user — the Reassign Work modal won't let me confirm
  • I can't remove a user — the Reassign Work modal shows an error after I confirm
  • The Operations menu is missing / I'm being redirected to the dashboard
  • Label / category / project filters in the left sidebar weren't narrowing the list
  • Clicking a document in the Documents tab opens it in a new tab instead of a lightbox

I can't remove a user — the Reassign Work modal won't let me confirm

Symptom: The Reassign Work modal shows "No eligible recipients" and the Reassign & Remove button is missing or disabled.

Meaning: Every other team member who could receive the work is missing from at least one property where the removed user has assigned tickets or tasks. The recipient must be a member of all affected properties, and no one currently qualifies.

What to do: 1. Add another team member to the property (or properties) where the removed user has open work. Go to Settings → Users for each affected property. 2. Once there is at least one eligible recipient, return to the removal and try again. 3. Alternatively, close or reassign the open tickets and tasks manually first. If the user has no remaining open work, the modal will not appear and the removal will proceed immediately.

I can't remove a user — the Reassign Work modal shows an error after I confirm

Symptom: You selected a recipient and clicked Reassign & Remove, but the modal shows an error message instead of closing.

Meaning: The transfer did not complete. The removal has not been processed.

What to do: 1. Check that the recipient you selected is still an active member on all affected properties (they may have been removed in another browser tab). 2. Try selecting the recipient again and confirming. 3. If the error persists, contact URBI support with the name of the member being removed and the property.

The Operations menu is missing / I'm being redirected to the dashboard

Symptom: The Operations menu item is not visible in the left navigation, or visiting /service-tickets, /tasks, /vendors, or /operations-dashboard redirects you to the dashboard with a message: "Operations is not available on the Basic plan."

Meaning: The currently selected property is on the Basic subscription plan. Service Tickets, Tasks, Vendors, and the Operations dashboard are available on KORE and PREMIUM plans only.

What to do: - Switch to a different property (if you manage multiple) to confirm the feature is available there. - Contact your account manager or URBI support to discuss upgrading the property's plan.

Label / category / project filters in the left sidebar weren't narrowing the list

Symptom: Clicking a label, category, or project in the left sidebar of the service tickets view did not filter the list. The same tickets appeared regardless of what was selected.

Meaning: This was a bug in the label filter path. It has been fixed in this update — the left sidebar now correctly narrows the ticket list when you select a label, category, or project.

What to do: If you are still seeing this after the update has been deployed, try refreshing the page. If the issue persists, contact URBI support.

Clicking a document in the Documents tab opens it in a new tab instead of a lightbox

Symptom: Clicking on a file in the Documents tab opens it in a new browser tab rather than an inline preview.

Meaning: This is the correct behavior for non-image files (PDFs, Word documents, spreadsheets, etc.). Only image files open in the inline lightbox. Non-images always open in a new tab — they are never auto-downloaded.

What to do: No action needed. If you expect a file to be an image but it is opening in a new tab instead, the file may have been uploaded as a non-image type. Use the Download button to save it locally and verify the file type.

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