Issue management | Structured ticket

Content

• Creating structured categories
• JSON schema for structured categories
• Examples of structured tickets

In issue management, you can create structured categories to specifically request the most important information when a ticket is created. This speeds up the processing of requests and ensures efficient communication with residents.

Creating structured categories

To use this feature, you need the permissions "Platform settings | Manage settings" and "Issue management | Manage tickets (Team member)".

1. Access the micro-app settings:

   • In Cockpit, navigate to Platform settings and then to Micro-apps.
   • Select the "Service Center" micro-app.

2. Add a new category:

   • Click "Add category".
   • Enter a unique name for the new category.

3. Define the category as structured:

   • Enable the "This is a structured category" option.

JSON schema for structured categories

To define the structured category, use a JSON schema. This schema determines which fields and information are requested when a ticket is created.

Steps to implement the JSON schema:

1. Adjust the schema: In the newly created category, click the "JSON schema" tab and adjust the JSON schema to your needs, or paste in one of the examples below.

2. View the preview: On the right you'll see a preview of the structured category based on the JSON schema.

3. Add translations: Click the "Translations" tab and add the corresponding translations for all languages.

4. Save and activate the category: Click "Save". Then activate the category by clicking the crossed-out eye icon.

Once the ticket category has been structured, all residents and team members are prompted to provide additional information when creating a ticket in that category.

Structured tickets can be created both via the app and directly in issue management in Cockpit: as soon as a structured category is selected in the creation form, the form automatically displays the corresponding additional fields.

This feature is currently only available in combination with JSON, so basic knowledge of JSON is required. If you have questions about setting this up or about JSON, please feel free to contact our support at any time.

Examples of structured tickets

Below you'll find examples of structured tickets. You can copy these JSON schemas into your categories or customize them.

Damage in the apartment

Preview of the structured ticket:

JSON schema (translation):

{
    "en_US": "Damage in the apartment",
    "en_US.fields.fieldOne": "Where is the damage located?",
    "en_US.fields.fieldTwo": "What is defective/damaged?",
    "de_DE": "Schaden in der Wohnung",
    "de_DE.fields.fieldOne": "Wo befindet sich der Schaden?",
    "de_DE.fields.fieldTwo": "Was ist defekt/beschädigt?",
    "fr_FR": "Dommage appartement",
    "fr_FR.fields.fieldOne": "Où sont les dégâts?",
    "fr_FR.fields.fieldTwo": "Qu'est-ce qui est défectueux/endommagé?",
    "it_IT": "Danno appartamento",
    "it_IT.fields.fieldOne": "Dov'è il danno?",
    "it_IT.fields.fieldTwo": "Cosa è difettoso/danneggiato?"
}

Appliance defect

Preview of the structured ticket:

JSON schema (translation):

{
    "en_US": "Appliance defect",
    "en_US.fields.fieldOne": "Which appliance is defective?",
    "en_US.fields.fieldTwo": "Where is the appliance located?",
    "de_DE": "Gerätedefekt",
    "de_DE.fields.fieldOne": "Welches Gerät ist defekt?",
    "de_DE.fields.fieldTwo": "Wo befindet sich das Gerät?",
    "fr_FR": "Appareil défectueux",
    "fr_FR.fields.fieldOne": "Quel appareil est défectueux ?",
    "fr_FR.fields.fieldTwo": "Où se trouve l'appareil ?",
    "it_IT": "Dispositivo difettoso",
    "it_IT.fields.fieldOne": "Quale dispositivo è difettoso ?",
    "it_IT.fields.fieldTwo": "Dov'è il dispositivo ?"
}

General damage

Preview of the structured ticket:

JSON schema (translation):

{
    "en_US": "General damage",
    "en_US.fields.fieldOne": "Where is the damage located?",
    "en_US.fields.fieldTwo": "What is defective/damaged?",
    "de_DE": "Schaden Allgemein",
    "de_DE.fields.fieldOne": "Wo befindet sich der Schaden?",
    "de_DE.fields.fieldTwo": "Was ist defekt/beschädigt?",
    "fr_FR": "Dommages généraux",
    "fr_FR.fields.fieldOne": "Où sont les dégâts?",
    "fr_FR.fields.fieldTwo": "Qu'est-ce qui est défectueux/endommagé?",
    "it_IT": "Danno generale",
    "it_IT.fields.fieldOne": "Dov'è il danno?",
    "it_IT.fields.fieldTwo": "Cosa è difettoso/danneggiato?"
}

Ordering a key

Preview of the structured ticket:

JSON schema (translation):

{
    "en_US": "Order a key",
    "en_US.description": "(If keys are lost, the corresponding locks will be replaced when you move out. The costs will be charged to you)",
    "en_US.fields.fieldOne": "Which key would you like to order? (e.g. flat, letterbox, ...)",
    "en_US.fields.fieldTwo": "I will pay the costs. (Yes / No)",
    "en_US.fields.fieldThree": "Please insert manufacturer name and all information about the existing key here.",
    "de_DE": "Schlüssel bestellen",
    "de_DE.description": "(Bei Schlüsselverlust werden die entsprechenden Schlösser beim Auszug ausgetauscht. Die Kosten werden Ihnen belastet)",
    "de_DE.fields.fieldOne": "Welchen Schlüssel möchten Sie bestellen? (z. B. Wohnung, Briefkasten, ...)",
    "de_DE.fields.fieldTwo": "Ich werde die Kosten übernehmen. (Ja / Nein)",
    "de_DE.fields.fieldThree": "Bitte fügen Sie hier Herstellername und alle Informationen des bestehenden Schlüssels ein.",
    "fr_FR": "Clé de commande",
    "fr_FR.description": "(En cas de perte des clés, les serrures correspondantes seront remplacées lors de votre déménagement. Les coûts vous seront facturés)",
    "fr_FR.fields.fieldOne": "Quelle clé souhaitez-vous commander ? ( ex. appartement, boîte aux lettres, ...)",
    "fr_FR.fields.fieldTwo": "Je paierai les frais. (Oui / Non)",
    "fr_FR.fields.fieldThree": "Veuillez insérer ici le nom du fabricant et toutes les informations relatives à la clé existante."
}