Content
- Defect report by the tenant
- Review and forwarding by the property management
- Processing by the construction management in REALVIEW
- Overview of status updates
This solution enables transparent and automated defect management through the integration of REALVIEW into the Allthings platform. The entire process – from the tenant’s report to the review by the property management and processing by the construction management – is seamlessly synchronized between both systems.
Defect report by the tenant
How does a tenant report a defect?
- The tenant creates a new ticket in the Allthings Tenant App via "Allthings | Service Point / Help Desk."
- If possible, images or documents (see FAQ | What file types can I upload to the app?) are uploaded to better describe the defect.
- After submission, the tenant receives a confirmation of receipt in the app.
Once the ticket has been recorded, the property management takes over the review of the defect.
Review and forwarding by the property management
Step 1: Review of the defect
The property management receives the ticket and decides:
| Decision | Next step |
|---|---|
| No possible structural defect | The property management processes the ticket internally or closes it. |
| Possible structural defect | The ticket is labeled "REALVIEW" and forwarded. |
Adding of the label (by property management):
Step 2: Automatic forwarding to REALVIEW
As soon as the ticket receives the "REALVIEW" label, the following data is automatically transmitted to REALVIEW:
✔ Tenant contact details
✔ Full address
✔ Ticket title and description
✔ If available: Uploaded files (see FAQ | What file types can I upload to the app?)
After successful transmission, the ticket receives the label "REALVIEW: Open" and its status in issue management changes to "Waiting for service provider."
Processing by the construction management in REALVIEW
Step 1: Decision by the construction management
The construction management reviews the reported defect and makes a decision:
| Decision | Label | Next action |
| Defect confirmed | "REALVIEW: Accepted" | Processing by construction management is initiated. |
| Defect rejected | "REALVIEW: Rejected" | Processing in REALVIEW is terminated and returned to the property management, as it is not a first-time defect. |
Custom message texts can be set for these two labels. Once assigned, they are displayed as a response to the tenant in the ticket. An optional automatic response in the ticket ensures that tenants are directly notified of the decision via email notification.
Step 2: Ticket closure
- If the construction management continues processing the ticket, it receives the label "REALVIEW: BL controlled."
- Depending on system configuration, the ticket in Allthings may be automatically closed once it has been completed in REALVIEW.
- Construction management comments for the statuses "REALVIEW: Rejected" "REALVIEW: Accepted" and "REALVIEW: BL controlled" are visible directly in the Allthings ticket as "internal comment".
Overview of status updates
| Label | Meaning | Visible to |
| REALVIEW: Open | The ticket has been successfully transmitted to REALVIEW. | Property management |
| REALVIEW: Accepted | The construction management has confirmed the defect and is processing it. | Property management |
| REALVIEW: Rejected | No structural defect is present. | Property management |
| REALVIEW: BL controlled | Processing in Allthings Cockpit is complete. | Property management |
Important: Status updates from REALVIEW are synchronized every 2 hours.
More information
You can find more information here. You can also contact REALVIEW for further questions about the integration.