Integration | REALVIEW | Initial defect reporting

Content

• Introduction
• Functionality
  • Step 1: Defect report submitted by residents
  • Step 2: Review of the defect by the property management
  • Step 3: Automatic forwarding to REALVIEW
  • Step 4: Decision by the construction managementin REALVIEW
  • Step 5: Ticket closure
• Overview of status updates
• Support and further help

Introduction

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.

Functionality

Step 1: Defect report submitted by residents

• 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.

Step 2: Review of the defect by the property management

The property management receives the ticket and decides:

Adding of the label (by property management):

Step 3: 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."

Step 4: Decision by the construction managementin REALVIEW

The construction management reviews the reported defect and makes a decision:

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 5: 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

Important: Status updates from REALVIEW are synchronized every 2 hours.

Support and further help

You can find more information here. You can also contact REALVIEW for further questions about the integration.