Audience: Office Managers, Admin Staff
Platforms: Uptick Web
This guide helps you resolve common issues with defect quotes, from client access problems to status change difficulties.
What You'll Learn
How to resolve client access issues with defect quote links
Why you might not be able to change quote statuses
How to handle expired quotes in the Customer Portal
Solutions for permission-related problems
Client Access Issues
Why Can't My Client View the Defect Quote Link?
If your client cannot access their defect quote, work through these troubleshooting steps:
1. Email Delivery Problems
Check the email address: Verify the client's email address is correct in their profile under Clients > [Client Name] > Update.
Spam/Junk folder: Ask the client to check their spam or junk email folder.
Domain blocking: Some corporate email systems block external links. Ask the client to whitelist your domain or contact their IT department.
2. Link Expiry Issues
Check expiry date: Defect quote links expire based on the quote's expiry date.
Reactivate expired quotes: If the quote has expired, revert it to "Draft" status, update the expiry date, and resubmit.
3. Browser and Technical Issues
Try different browsers: Ask the client to try opening the link in Chrome, Firefox, Safari, or Edge.
Use incognito/private mode: This bypasses cached data that might cause issues.
Clear browser data: Have the client clear their browser cache and cookies.
4. Contact and Permission Setup
Verify contact setup: Ensure the client contact is properly configured on the property.
Check quote permissions: Confirm the contact has "Requires a quote" enabled in their contact settings.
Why Can't I See Expired Quotes in the Customer Portal?
This is intentional behavior designed to improve the customer experience:
Why Expired Quotes Are Hidden:
Prevents client confusion by showing only actionable quotes
Reduces clutter in the Customer Portal
Ensures clients only see quotes they can approve or decline
How to Make Expired Quotes Visible Again:
Navigate to the expired quote in your Uptick workspace
Click Revert to Draft
Update the expiry date to a future date
Change the status to Finalise and submit (sends email)
The quote will now be visible in the Customer Portal again.
Status Change Issues
Why Can't I Change the Status of a Defect Quote?
Several factors can prevent you from changing a defect quote's status:
1. Permission Issues
Missing permissions: You need "Can change quotes" permission in your security group
Authorization limits: You may not have approval authority for high-value quotes
Security group restrictions: Your role may limit which status changes you can make
2. Quote Status Restrictions
Draft limitations: Only draft quotes allow full editing of details and line items
Workflow requirements: Some status changes require specific prerequisites (e.g., finalizing before submitting)
System locks: Quotes in certain statuses may be locked to prevent accidental changes
3. Technical Issues
Browser problems: Try refreshing the page or using a different browser
Temporary system issues: Wait a few minutes and try again
Cache issues: Clear your browser cache and cookies
Troubleshooting Steps:
Check your permissions:
Go to Control Panel > Security Groups
Verify you have "Can change quotes" permission
Check your authorization limits for quote values
Verify quote status:
Ensure the quote is in a status that allows the change you want to make
Review the quote workflow to understand valid status transitions
Contact your administrator:
If permissions appear correct but you still can't make changes
Request permission updates or authorization limit increases
Permission and Access Problems
Understanding Defect Quote Permissions
Defect quote access is controlled by several permission levels:
Core Permissions Required:
Can create quotes - Create new defect quotes
Can change quotes - Edit existing quotes and change statuses
Can view defect quotes - View quote lists and details
Can change site configuration settings - Modify templates and settings
Authorization Limits:
Control the maximum value of quotes you can approve
Individual limits override global limits
Useful for field technicians creating quotes with approval workflows
Common Permission Issues:
Cannot create quotes: Missing "Can create quotes" permission
Cannot edit drafts: Missing "Can change quotes" permission
Cannot approve high-value quotes: Authorization limit exceeded
Cannot access settings: Missing "Can change site configuration settings" permission
Resolving Permission Issues:
Contact your system administrator
Request the appropriate permissions for your role
Ask for authorization limit increases if needed
Verify your security group assignments
Data Export and Formatting
Can I Create a Defect Quote in Word Document Format?
Short Answer: No, Uptick only generates defect quotes in PDF format.
Why PDF Only:
Security: PDFs cannot be easily altered by recipients
Professional appearance: Consistent formatting across all devices
Legal compliance: PDFs maintain document integrity for contractual purposes
Alternatives:
Copy content manually: Copy text from the PDF into a Word document for internal use
Custom templates: Modify the HTML template to change the PDF appearance
Professional Services: Contact our team for custom template development
How to Bulk Download Defect Quotes
Currently, there's no built-in bulk PDF download feature, but you have these options:
1. Export Quote Data (CSV)
Navigate to Defect Quotes list page
Apply filters to refine your selection
Click Download CSV
Contains detailed quote information for analysis
2. Individual PDF Downloads
Open each quote individually
Use browser's print function to save as PDF
Suitable for small numbers of quotes
3. Custom Solutions
Contact Professional Services for bulk export solutions
API integration for automated downloads
Custom reporting tools for advanced needs
Getting Additional Help
If these troubleshooting steps don't resolve your issue:
Document the problem:
Note exact error messages
Record the steps you took
Include screenshots if helpful
Contact Support:
Email [email protected]
Include your workspace URL
Provide specific quote numbers if relevant
Professional Services:
For custom template needs
Advanced reporting requirements
Workflow optimization
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