Appeal Management
Overview
An appeal is a way to dispute an issued ticket. This can be completed by the violator through payment portal, or it can be manually processed by an administrator.
1. Appeal Configuration
Once you have logged in to Roker Admin, navigate to Violations>Settings>General Settings>Appeal Configuration.
Within this tab, you are able to make appeal configuration changes.
Enable Appeal Based on: This is where you can determine if you'd like appeals to be allowed within days or by action.
Appeal Days: How many days the violator has to appeal the violation.
Appeal after/before: If you'd like the violator to be able to appeal before or after the number of days you've selected in "appeal days" column. EX. If the violator has 1000 days to appeal, you will want to select "before", so that all days after the 1000 days given, they can no longer appeal the violation.
Hold Payment when in ticket appeal: If "yes" is selected, this means the violator cannot pay the ticket once it has been appealed/place in appeal status. If "no" is selected, the violator can pay at any time, regardless of if it is in appeal status.
Remove overdue ticket when ticket enters appeal: Once a ticket is moved to appeal status, any overdue or additional fees can either be removed by selecting "yes", or stay on the ticket if "no" is selected.
2. How to manually mark a ticket for appeal
Administrators can manually mark a ticket for appeal. To do this, login to Roker Admin and go to Violations>Track >Track tickets. You will then want to search the ticket you want to manually appeal.
Next, select the ticket you'd like to appeal, and under "ticket details" select "appeal".
Once the administrator has selected "appeal", a new screen will pop up, requesting e-mail, and phone number. In the top right corner, if you select "address?" a drop down will appear where additional address information can be entered.
You will also see the option to "remove overdue fine for length of appeal" which you can checkmark to put in effect.
3. How violators can appeal their ticket via payment page
The Violator will go to the payment page, search their violation, and select "appeal" at the very bottom of the form.
On the next page, it will prompt the violator to add their e-mail via the e-mail field:
Once the violator has submitted this appeal, both the administrator and violator will receive an e-mail update indicating the status of the violation:
4. Appeal notification process
To enable administrator e-mail notifications so you can use the automated e-mail tool providing status updates on appeals, please contact Roker Support for assistance.
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