What You'll Learn:
How to enable and access Rectifications
How clients submit rectification reports through the Customer Portal
How staff review and approve/decline rectifications
Required permissions for document uploads
How rectifications affect remark status
Overview
The Rectifications module allows your clients to submit rectification reports through the Customer Portal for non-compliant items (defects) on their property. Clients can include supporting documentation such as photos or receipts to verify that defects have been fixed.
Benefits:
Reduces back-and-forth emails
Prevents lost information
Increases transparency between you and your clients
Streamlines defect resolution workflow
Setup
Enable the Module
The Rectifications module must be enabled by Uptick. Contact support if you need this module activated.
Configure Permissions
For Staff: Once enabled, ensure your staff have the appropriate permissions in their security group:
Go to Control Panel > Security Groups
Edit the relevant security group
Ensure these permissions are enabled:
Can view rectifications
Can approve or decline rectifications
For Clients: To allow clients to submit rectifications with document uploads, their security group must include:
Go to Control Panel > Security Groups
Edit or create a Client security group
Enable these permissions:
Can add rectifications
Can change rectifications
Can upload documents (required for attaching photos/receipts)
Assign this security group to client portal users
Access the Dashboard
Once configured, staff can access the Rectifications dashboard at: Tools > Rectifications
How to Use Rectifications
For Clients (Customer Portal)
Log into your Customer Portal
Navigate to the Your Defects panel
Click Search Defects
Select the defect you want to rectify
Click View to open the defect details
Click the Submit a Rectification button
In the rectification form:
Enter details about how the defect was fixed
Upload supporting documentation (photos, receipts, certificates)
Click Submit
Your rectification will be sent to the service provider for review.
For Staff (Uptick Web Platform)
Review Submitted Rectifications:
Go to Tools > Rectifications
You'll see a list of all rectifications submitted by clients
Click on a rectification to review the details and uploaded documentation
Approve a Rectification:
Review the submitted information and supporting documents
Click Approve
The associated remark(s) will be resolved
If this was the only active remark on the asset, the asset compliance status will change to Pass
Decline a Rectification:
Review the submitted information
Click Decline
A text box will appear
Enter the reason for declining (this will be visible to the client)
Click Reject Rectification
The client can view your reason when they check the rectification status
Remark Status
When a rectification is submitted, the associated remark status changes:
Before submission: Open
After submission: Resolved (Pending)
After approval: Resolved
After decline: Returns to Open
For a complete description of all remark statuses, see Understanding Remark Status, Event and Severity.
Troubleshooting
Client Cannot Upload Documents
Problem: The "Add File" or "Upload" button is missing when submitting a rectification.
Solution:
Verify the client user has a security group assigned with Can upload documents permission enabled
Go to Control Panel > Security Groups
Edit the Client security group
Enable Can upload documents
Ensure the client user is assigned to this security group
Client Cannot See Submit Rectification Button
Problem: The "Submit a Rectification" button doesn't appear on defects.
Solution:
Verify the defect is published (not in Draft status)
Check that the client security group has Can add rectifications permission
Ensure the Rectifications module is enabled for your organization
Browser Issues
If clients experience issues submitting rectifications:
Refresh the page and try again
Clear browser cache and cookies, then log back in
Try using Incognito/Private browsing mode
Ensure file extensions are lowercase (.jpg, .pdf, not .JPG, .PDF)