Content
Introduction
This solution enables transparent and automated defect management through the integration of REALVIEW into the Allthings platform.
The entire process – from the report by residents to the review by the property management and processing by the construction management – is synchronized between both systems.
How it works
Step 1: Defect report by residents
- Residents create a new ticket in the Allthings app via issue management (see App | Issue management).
- If possible, images or documents (see FAQ | Which file types can I upload to the app?) are uploaded to better describe the defect.
- After submission, the person 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:
| Decision | Next step |
|---|---|
| No possible structural defect | The property management continues processing the ticket internally or closes it. |
| Possible structural defect | The ticket is given the label defined for REALVIEW (e.g. "REALVIEW") and forwarded. |
Adding the label (by the 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:
- Contact details of the reporting person (name, email address, phone number)
- the unit to which the ticket is assigned
- Ticket number, title and all non-internal messages of the ticket
- if available: uploaded files (see FAQ | Which file types can I upload to the app?)
Later non-internal messages in the ticket and changes to the ticket title are also transmitted to REALVIEW.
After successful transmission, the ticket receives the label "Open" and its status in issue management changes to "Waiting for third party".
Step 4: Decision by the construction management in REALVIEW
The construction management reviews the reported defect and makes a decision:
| Decision | Label | Next action |
|---|---|---|
| Defect confirmed | "Accepted" | Processing by the construction management is initiated. The ticket remains in the status "Waiting for third party". |
| Defect rejected | "Rejected" | Processing in REALVIEW is ended and the ticket is returned to the property management for further processing, as it is not an initial defect. |
Custom message texts can be set for the statuses "Open", "Accepted", "Rejected" and "BL controlled". They are published in the ticket as a reply to the residents at each status change. Through this optional automatic reply, residents are informed directly by email notification.
Step 5: Ticket closure
- Once the construction management has checked and completed the defect, the ticket receives the label "BL controlled".
- Depending on the configuration, the ticket in Allthings is then closed automatically or remains open.
- Comments from the construction management are shown directly in the Allthings ticket as an internal comment as long as the ticket is not closed.
Overview of labels
| Label | Meaning | Visible to |
|---|---|---|
| Open | The ticket has been successfully transmitted to REALVIEW. | Property management |
| Accepted | The construction management has confirmed the defect and is processing it. | Property management |
| Rejected | No structural defect is present. | Property management |
| BL controlled | The construction management has completed processing in REALVIEW; the ticket is closed in Allthings (if configured). | Property management |
Status changes from REALVIEW are automatically applied to the Allthings ticket.
Prerequisite: The ticket must be assigned to a unit for which REALVIEW is set up. Allthings takes care of setting up the integration.
Support and further help
- Information about the integration: Allthings Marketplace – REALVIEW
- More information about the solution: REALVIEW website
- Technical support for initial defect management: REALVIEW support page