Complaint Tickets

What it’s for

When a resident reports a problem, it shows up here as a Complaint Ticket. This is where you assign it to a technician, keep an eye on it, and step in if something needs to change.

Residents create tickets from their own app — you can’t create one from here. Your work starts once a ticket already exists.

Where to find it

Sidebar → Complaint → Complaint Ticket, at /admin/complaint-ticket. Click any ticket to open its detail page.

Who can use it

• See the menu item and open the page — needs the view permission.
• See the ticket list and ticket details — needs get.
• Assign, cancel, or override a ticket — needs update. Without it, you can still open a ticket and see the action panel, but every button is greyed out with a note that you don’t have permission.

On this screen

At the top, four tiles you can click to filter the list: Open, Assigned, In Progress, and High Priority. Click one to filter, click it again to clear it.

Below that, the ticket table: Ticket ID, Title, Cluster, Priority, Status, Assigned To, Created Date. Use the search box or the priority filter to narrow it down further.

Open a ticket and you’ll see two columns: the ticket’s info and history on the left, and the Dispatch Desk — where you take action — on the right.

How to…

Assign a ticket to a technician

1. Open the ticket.
2. In Dispatch Desk, pick a technician and set an ETA (it must be a future date/time).
3. Confirm. Technician and ETA are set together in one step.

If the ticket already has a technician, you’ll see a reassignment warning first — reassigning resets the ticket to Assigned, and the new technician has to start work again from scratch.

Change the priority

1. Pick High, Medium, or Low from the Priority control.
2. Save.

Works at any status except Rated.

Cancel a ticket

1. Open a ticket that isn’t already Resolved or Cancelled.
2. Click Cancel Ticket.
3. Write a reason — this is required, you can’t skip it.

Override the status Use this only when something’s gone wrong and the normal flow can’t fix it — not as a routine action.

1. Open “Override status.”
2. Choose where the ticket should go. Choosing Open sends it back to triage: the technician is unassigned and it starts over.
3. Write a reason — required every time.
4. If you’re overriding into Assigned, you’ll also need to set a new future ETA.

Field reference

Field	Notes
Priority	High / Medium / Low
Assigned technician	Cleared automatically when a ticket is sent back to triage
ETA (estimated response)	Must always be a future date/time
Cancellation reason	Required to cancel
Override reason	Required for every override

Rules & statuses

Status	What it means
Open	Just submitted, nobody’s on it yet
Assigned	A technician is on it, with an ETA
In Progress	The technician has started
Resolved	Done
Cancelled	Closed without being fixed — reason on file
Rated	The resident has rated the resolved ticket

Rated is the end of the line — these tickets can’t be reopened or reassigned. Resolved and Cancelled can only go back to Open, nowhere else.

Normally, a ticket becomes Resolved when the technician finishes their work and writes a completion note — that happens on the Complaint Ticket Progress page, not here. What you do here with Override is the exception path: you change the status yourself, with your own reason on record instead of the technician’s write-up.

Related pages

• Complaint Ticket Progress — where a technician logs their work and resolves a ticket.