Maintenance tickets
A maintenance ticket is a repair that needs doing: a dripping tap, a broken lamp, a boiler that will not fire. It sits on a property or on one unit of it, and it needs no booking. (A problem a guest caused belongs on a damage claim instead.)
Report a repair
Section titled “Report a repair”-
Open Operations → Maintenance and press Report a repair. A cleaner can also press Report a repair in a unit from a cleaning task, which fills in the unit for them.
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Pick the Property, and the Unit if the problem is in one. Leave the unit on The whole property for a lift, a boiler room or the garden.
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Say What is wrong in a few words, add Details if they help, and set the Priority (Normal unless it cannot wait).
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Add Photos if you have them, then press Report repair.
Anyone who reports an issue sees it under My reports on their Housekeeping screen and on the Maintenance board. A seat that can report but not work tickets sees only the tickets it reported. A seat limited to some properties can report only on those.
Work the board
Section titled “Work the board”The board has a column for each status: Open, In progress, On hold and Resolved. Cancelled tickets stay out of the way until you turn on Show cancelled. Narrow the board by Priority, by Assignee (Anyone for tickets nobody has picked up, Me, or a person) and by Property.
Each card shows the title, the unit, the priority, who has it, how many photos it has and how long ago it was reported. Click a card to open the ticket. If your role works tickets, you can:
- change the Status, Priority and Assignee (leave it on Anyone for whoever gets there first; only people on your team can be assigned);
- add or remove Photos;
- link the Expense the repair cost (one recorded for this property, or for the whole workspace) and the Stay it happened during (one on this unit).
Resolve and reopen
Section titled “Resolve and reopen”Write What was done and press Resolve. The note is required, and the ticket records who resolved it and when.
When a unit was marked maintenance required, resolving its last open ticket marks the unit ready again, the same as resolving an inspection does. While another ticket on that unit is still open, the unit stays as it is. Cancelled tickets do not count.
Press Reopen on a resolved ticket if the fix did not hold. Reopening clears the resolution and puts the ticket back in Open.
Every report, change, resolution and photo is recorded in the audit trail.