Content
- Introduction
- How it works
- Information for residents
- Information for property management
- Support and further help
Introduction
OnBase is a document management system (DMS) in which contracts, correspondence and other records are archived centrally and in a legally compliant way. With this integration, closed tickets from issue management are archived in OnBase automatically. Your request history thus becomes part of your document archive, without anyone having to export, print or file tickets.
The integration runs in the background and is supported by Arcplace as the partner for the OnBase connection.
How it works
When a ticket is closed, Allthings marks it for archiving. After a defined waiting period, 90 days by default, the ticket is archived automatically. If the ticket is reopened during this time, it is not archived. If it is then closed again, the waiting period starts over.
- Complete history as a PDF: Each ticket is archived as a searchable PDF. It contains the subject, dates, all messages and embedded photos.
- Other attachments: Files that cannot be embedded in the PDF, such as PDF or Word files, are stored as separate documents in OnBase and linked to the ticket via its ticket ID. Files that cannot be transferred, for example because they are too large, are listed in the PDF.
- Internal comments: By default, internal comments are not included in the archive. This can be changed during setup if required.
- Easy to find in OnBase: The archived ticket can be found in OnBase via keywords such as ticket ID and subject.
Where is a ticket filed?
- With the rental contract: If the ticket belongs to a unit with an active rental contract, it is filed in the dossier of that rental contract. The rental contract that is active on the day of archiving applies.
- With the property: If there is no active rental contract, the ticket is filed in the dossier of the property.
- No archiving: Tickets that are assigned to neither a unit nor a property, for example only to a tag, are not archived.
Which data is used?
- Allthings reads the ticket with its subject, messages and attachments.
- To file it correctly, Allthings reads the unit, the property and the rental periods the ticket belongs to.
- Data is only transferred to OnBase. Nothing changes in Allthings for tickets or core data.
Information for residents
Nothing changes for residents. Archiving runs in the background; archived tickets are not visible in the Resident Portal and remain there unchanged.
Information for property management
Setup and activation
Setup and activation are usually handled by the Allthings team. The prerequisites are:
- An OnBase environment is in place, and the archive operator has provided access for uploading documents.
- Tenancies and properties are stored in Allthings via the ERP connection, with the contract and property numbers under which they are also kept in the archive.
- The waiting period before archiving and whether internal comments are included have been agreed.
Archiving is then enabled for the selected properties. Only tickets of these properties are archived.
Management and control
There is nothing to do in day-to-day work: close tickets as usual in the Cockpit. Archiving takes place automatically once the waiting period has ended.
To make sure tickets are filed with the correct rental contract, tickets should be assigned to a unit wherever possible. If the tenants change during the waiting period, the ticket is filed with the rental contract that is active on the day of archiving. The Allthings team can change the waiting period or whether internal comments are included on request.
Support and further help
If you have questions about setup or archiving, please contact the Allthings support team. Please clarify questions about filing and searching documents in OnBase with the archive operator.