Troubleshooting

Common issues staff run into with the service ticket emergency notice, and how to resolve each one.

"A resident says they don't see an emergency number"

The emergency notice always shows the business-hours line ("Tickets are reviewed during business hours."). The second line, with a phone number, only appears when URBI has a number to show for that resident's property. Work through this in order:

1. Confirm whether the property has Arthur enabled and, if so, whether it has an active emergency transfer rule configured. If it does, that number should be showing, see the next section if it isn't.
2. If there's no Arthur emergency rule, check the company's Emergency line in Settings > Profile > Company Information. If it's blank, or has only spaces in it, URBI treats it as not set. See How to Set the Emergency Line.
3. If the Emergency line is blank, check the General support line in the same section. If that's also blank, no number will be shown to any resident at any property this company manages, and this is expected behavior, not a bug.
4. If both fields are filled in and residents still see no number, the property may not be correctly linked to the management company on the backend. This isn't something you can fix from the Company Information drawer, escalate to engineering with the property name and the company name.

"The wrong number is showing"

If residents are seeing a number you don't recognize, or one that's different from what's set in Company Information, it's very likely an Arthur emergency transfer rule on that property taking priority. Arthur's rule is checked before the company Emergency line, so if a rule exists for that property, its destination number wins even after you change the Emergency line. See How the Emergency Number Is Chosen. To change the number residents see for that property, the transfer rule needs to be updated (or deactivated), not the company Emergency line.

"The Emergency line field won't save"

This almost always means the person trying to save is not a company admin. The field only saves for users who are recorded as a company admin for that specific company; everyone else sees the field as read-only in the drawer, and even a request that reaches the server is rejected with the message "You do not have admin access to this company." Confirm the person's admin status with whoever manages your company's admin list, or have a company admin make the change instead.

Other reasons a save can fail:

• The value is longer than 50 characters, so trim it down to a standard phone number.
• A network or session issue interrupted the save, so have the user sign out and back in, then try again.

"The number shows, but calls fail when a resident taps it"

Before dialing, URBI strips anything that isn't a digit or a leading + from the saved number (for example, spaces, dashes, and parentheses are removed automatically, and it will do its best to drop a trailing extension). If the number still won't dial after that, the most common causes are:

• The saved value wasn't a phone number. If the Emergency line field has notes or labels mixed into it (for example, "Call security: 416-555-0199"), save it as just the number.
• The resident's device can't place calls at all, for example a tablet with no phone/SIM capability. In that case the resident sees an alert telling them the call couldn't be placed rather than the dialer opening, this isn't specific to the number configured, and there's nothing to fix on the Kore side.