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