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How to report a maintenance issue

Use Service Tickets to report a problem in or around your home, add helpful details, and follow updates from your building team. Who this is for: residents using the URBI app at a building with...

Last updated August 15, 2026

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On this page

  • Start a new service ticket
  • Follow your request
  • Reply to a question or add information
  • Cancel a new request
  • Service Tickets and My Tickets are different

Use Service Tickets to report a problem in or around your home, add helpful details, and follow updates from your building team.

Who this is for: residents using the URBI app at a building with Service Tickets available. If the screen says service tickets are unavailable, contact your building's management team instead.

Start a new service ticket

Open Service Tickets and tap the + button. On New Service Ticket, enter:

  • A required Title, a short description of the issue.
  • A required Description, with the details your building team needs.
  • Optional Access Instructions, such as how to access your unit.
  • Optional attachments. Tap Add Photo to take or choose a photo, or Add Document to attach a document.

Tap Submit. The app confirms when the service ticket is created.

Follow your request

Your ticket appears on the Service Tickets list with its title, description, priority, and status. Tap a ticket to open its details.

The detail screen shows the status, priority, your submitted details, access instructions, key dates, and any available attachments or documents. Pull down on the Service Tickets list to refresh it.

Reply to a question or add information

Open the service ticket and scroll to Comments. Type in Add a comment..., then tap Add Comment. Your comment appears in the ticket with its date and time.

Cancel a new request

If your ticket is still in its initial TRIAGE status, the list shows Cancel. Tap it and choose Yes, Cancel to cancel the request. Once the ticket has progressed or is complete, this cancellation option is not shown.

Service Tickets and My Tickets are different

Service Tickets are for maintenance and service requests. My Tickets is a separate screen for event reservations, including event details and tickets. Do not use My Tickets to report a maintenance issue.

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