Maintenance Tickets

The ticket board uses a kanban-style layout with four columns representing ticket status:

• Open - New tickets awaiting assignment or action • In Progress - Work has started on these tickets • On Hold - Tickets paused due to parts, availability, or other blockers • Resolved - Completed tickets (auto-archive after 7 days)

Tickets flow left-to-right as work progresses. The goal is to move tickets through the pipeline efficiently while maintaining quality.

Tickets are classified by urgency to help technicians prioritize:

• Urgent (Red) - Safety issues, guest-impacting problems, or critical infrastructure failures. Target: same-day resolution. • High (Orange) - Important but not immediate. Guest comfort or operational efficiency affected. Target: 24-48 hours. • Normal (Blue) - Standard maintenance requests. Target: within 1 week. • Low (Grey) - Nice-to-have improvements or cosmetic issues. Schedule when convenient.

Good tickets save time and reduce back-and-forth:

1. Be specific - "Leaking tap in Suite 3 bathroom, hot water side" is better than "water issue" 2. Include location - Room number, building area, or equipment ID 3. Add photos - A picture is worth a thousand words for maintenance issues 4. Set correct priority - Over-prioritizing leads to alert fatigue 5. Note any guest impact - Helps prioritize and communicate

When closing a ticket, always add resolution notes. This creates a maintenance history that helps:

• Identify recurring problems • Train new staff on common fixes • Provide evidence for warranty claims • Build knowledge base for future reference