Resident
Follow your Issue to the end
For whom and what you need
For anybody who has reported a problem (Report an Issue) and wants to know what is happening to it, add information or speak up when the repair did not help. You can follow an Issue for as long as you have an approved Unit in the Entrance you reported it in. You need nothing else.
Steps
Find your Issue
In the navigation, click Issues. The page My issues starts with Issues I reported: newest first, 25 to a page, each with its status, priority, Entrance, Unit, reporting day and number of comments. These are the Issues of the Entrance you are in; those of another Entrance where you have a Unit show when you switch to it in the top bar. When a manager changes the status of your Issue in the Entrance or adds a comment, the Issue is also on the notice board, in News on my issues, until you open it. Click an Issue to open it; the button in every email about it opens it too.
Read how the Issue stands
At the top are the status, the priority and the Public tag if the manager has made the Issue public in the Entrance, then the Entrance and Unit, the reporting day and your description. The status is one of four:
- New — no manager has done anything with it yet;
- In progress — a manager is working on it;
- Resolved — as far as the manager is concerned, the problem is fixed;
- Rejected — the manager will not work on it; the reason is right at the top of the page.
A manager may take a resolved or rejected Issue back to In progress at any time; nothing ever takes it back to New. A manager may also correct the title, the priority, the Entrance or the Unit; the description stays as you wrote it.
Follow the Timeline and write comments
The Timeline card shows everything that happened to the Issue, in the order it happened: that you reported it, every status change with the name of the manager who made it, and every comment — yours and the managers' — with a name and a time. A rejection carries its reason there too.
Below the Timeline is the Comment field. Write what has changed, what you remembered, or answer the manager, and click Add the comment. A comment is plain text of at most 2000 characters and can be added in every status, a resolved or rejected Issue included.
Watch out
A comment cannot be edited or deleted. Write nothing in it that not every manager of the organisation should read.
Add or remove photos
While the Issue is New or In progress and has fewer than 5 photos, the Photos card has the button Choose photos; pick the photos and click Add photos. The same rules apply as when reporting.
While the Issue is New, every photo also has the button Remove. Once a manager starts work on it, you can no longer remove a photo; if you added the wrong one, say so in a comment and the manager removes it.
If the repair did not help, reopen the Issue
A resolved Issue has the button Reopen in the Status card. It opens a window where you write what is still not working in What is still wrong (at most 1000 characters) and click Reopen the issue. The Issue goes back to In progress and your note is on the Timeline.
Watch out
You can reopen a resolved Issue once. When a manager resolves it again after that, the button is gone; if the problem persists, write a comment or report a new problem. When a manager takes the Issue back to work themselves, that does not use up your one reopen.
You cannot reopen a rejected Issue. If you disagree with the reason, say so in a comment: the manager can take the rejection back.
What others see
What the manager sees
Every manager of the organisation sees the whole Issue with your name, every photo, the whole Timeline and every comment. All managers get an email about your comment and about a reopen. On their list of Issues they see who is handling it — the manager who last changed its status.
Neither the neighbours nor the people you live with see the Issue, its photos or its comments. If the manager has made it public, the neighbours see only the title, status, priority and date (Issues reported in your Entrance) and may mark it as affecting them too; their names go to the manager, not to you.
Mails
An email never repeats the Issue's title, a comment or a rejection reason; it says only what happened and in which Entrance, gives the priority, and its button Open the issue opens the Issue. You get no email about what you did yourself. These emails cannot be turned off.
You will receive this email: Your Issue in Lipová 12 is now In progress
Arrives when a manager starts work on the Issue, or takes a resolved or rejected Issue back to work.
You will receive this email: Your Issue in Lipová 12 is now Resolved
Arrives when a manager marks the Issue as resolved.
You will receive this email: Your Issue in Lipová 12 is now Rejected
Arrives when a manager rejects the Issue. The reason is not in it; you find it at the top of the Issue in the portal.
You will receive this email: New comment on your Issue in Lipová 12
Arrives when a manager adds a comment to your Issue.
Correcting the title, priority, Entrance or Unit, making the Issue public in the Entrance and removing a photo send no email.
When something goes wrong
This issue changed while you were looking. Here is how it stands now.
While you had the page open, a manager changed the Issue — took it back to work, say, just as you meant to reopen it. Nothing was saved. Look at how the Issue stands now and try again if you need to.
This status change is not possible now.
The Issue is no longer resolved, or you have reopened it once already. Write a comment.
Photos can be removed only while the issue is new.
A manager has started work on the Issue meanwhile. If the photo should go, tell them in a comment.
Photos can be added only while the issue is new or in progress.
A resolved or rejected Issue takes no photos. If the problem needs showing again, reopen the Issue first.
Photos removed after 24 months
The portal deletes the photos of an Issue that has been resolved or rejected for longer than 24 months. The Issue, its Timeline and its comments stay.
The Issue has gone from my list, or its link says Error 403
You see an Issue only while you have an approved Unit in the Entrance you reported it in. When a manager ends your access to it, the Issue leaves your list and its emails stop; the managers carry on with it (Moving out). An Issue leaves the notice board when you open it; on My issues it stays for good.
Where it ends
The Journey ends when the Issue is Resolved and you do not reopen it, or when it is Rejected. It stays on My issues with its whole Timeline, and you can still comment on it.