What Residents See When They Create a Ticket

Use this article to walk a resident through creating a service ticket in the URBI mobile app, whether they're on the phone with you or you're just confirming what they should be seeing on their screen. This is the resident-facing flow; residents do not have access to Kore.

Before you start

Service ticket creation is only available to residents whose property is on a plan that includes service tickets. If a resident's property is on the entry-level plan, they will not see a way to create a ticket at all (see Steps, step 1).

Steps

1. From their home screen, the resident opens Service Tickets. At the top of the list they see a + button in the header.
   • If their property's plan doesn't include service tickets, there is no + button. Instead, if they have no tickets yet, they see a message telling them service tickets aren't available on their building's current plan and to contact their management team.

2. Above the ticket list, the resident sees a short notice: "Tickets are reviewed during business hours." If a phone number is available for their property, a second line appears: "If this is an emergency, call [number] now." with the number as a tappable link. This notice can be dismissed from the list view by tapping the X on it. See How the Emergency Number Is Chosen for where that number comes from.

3. Tapping + opens the New Service Ticket form as a sheet. The same notice from step 2 appears again at the top of the form (this instance cannot be dismissed).

4. The resident fills in Title (required, up to 100 characters), a brief description of the issue, for example "Leaking kitchen faucet."

5. The resident fills in Description (required, up to 500 characters), the fuller details of what's wrong.

6. Optionally, the resident fills in Access Instructions (up to 300 characters), anything staff or a vendor should know about getting into the unit, for example a door code or a request to call ahead.

7. Optionally, the resident adds attachments under Attachments:

   • Add Photo lets them take a new photo with the camera or choose one from their photo library.
   • Add Document lets them attach a PDF, a text file, or a Word document.
   • Each attached file shows a thumbnail (or a document icon) and its file name, with an X to remove it before submitting.

8. The Submit button in the top right stays disabled (greyed out) until both Title and Description have something in them. Once both are filled in, the resident taps Submit. While the ticket is being created, the button shows a loading spinner in place of the label.

9. On success, the resident sees a confirmation alert ("Service ticket created successfully!"), the form closes, and the new ticket appears at the top of their ticket list. If anything goes wrong creating the ticket or uploading an attachment, the resident sees an error alert asking them to try again, and the sheet stays open with what they entered still in place.

Things worth knowing when supporting a resident

• The notice never blocks submission. Even in an active emergency, a resident can still fill out and submit a ticket, the banner is informational, not a gate.
• Title and Description are the only required fields. Access Instructions and attachments are optional.
• If a resident says they don't see an emergency number, that's expected in some configurations, see How the Emergency Number Is Chosen and Troubleshooting.
• Attachments upload after the ticket is created, not before. If the ticket itself is created but an attachment fails to upload, the resident sees the shared error alert, ask them to try attaching the file again from the ticket rather than resubmitting the whole form.