How a reported issue works
Learn what a reported issue ticket records, how tickets move between the four lifecycle statuses, and why reporters track their tickets in the app rather than by email.
A reported issue is a fault with workplace equipment or facilities, such as a display that will not wake up, a damaged chair, or a room panel with a low battery. Submitting a report opens a ticket that support staff track until the problem is resolved.
Why the reporter does not receive email notifications
Offision sends email notifications to support staff when a new ticket is created and to the assignee when a ticket is assigned, but it never sends emails to the person who reported the issue.
Many reports are submitted from wall-mounted room panels without a personal sign-in. Users who submit a report from the User Portal or mobile app track their tickets directly in the Reported issues widget, where they can view live status updates and read or post comments.
What each ticket records
Every ticket is linked to one resource (such as a room, desk, or piece of equipment) and optionally one amenity on that resource (such as a projector).
Linking each ticket to a single resource lets administrators filter the ticket queue by room, view the most frequently failing rooms on the dashboard, and route notifications using a ticket policy.
In addition to the resource and amenity, each ticket records:
- Title and description
- One of five report reasons: Damaged, Malfunction, Out of battery, Abnormal offline, or Other
- Photos attached when the report was submitted
- Reporter and assigned handler
- Comment history
A ticket in the queue showing the resource, reason, status, and assignee.
Ticket statuses and lifecycle
A ticket moves through four statuses and can be reopened if the fault recurs.
- New: Reported and waiting to be picked up. Support staff have been notified.
- In progress: A support staff member is actively working on the issue.
- Resolved: The fault has been fixed.
- Closed: The ticket is complete and removed from the active working view.
The queue has two top-level views: Handling (which includes New, In progress, and Resolved tickets) and Closed.
Status transitions are reversible. If a fault returns after a ticket was marked Resolved or Closed, you can move the same ticket back to an earlier status rather than creating a duplicate ticket.
Assigned and unassigned tickets
New tickets start as Not yet assigned until someone assigns a handler in the queue.
Assignment determines who receives notifications: unassigned reports notify all members of Support staff, whereas assigned reports notify the specific assignee. For full details, see Who gets told when an issue is reported.
What reporting an issue does not do
- Does not block bookings for the room: A room with open tickets remains available for booking. To take a room out of service, disable or close the resource in Booking.
- Does not create a service request: Service handles booking-related requests (such as catering or room cleanup) with its own staff, service hours, and queue. Ticketing and Service operate independently.
- Does not restart or control hardware: Reporting a panel as offline notifies support staff; it does not reboot or reconfigure the device.