Maintenance ticket statuses help keep tickets moving and staff updated. Statuses can be used to sort tickets, create rules, and set up automation tasks like notifications.
| Status | Description | How is it Assigned? |
|---|---|---|
| New | This is a new ticket and has not yet been seen or reviewed. | Automatically or manually by a user |
| Reviewed | An agent or staff member has read this ticket. | Automatically or manually by a user |
| Fixing | A maintenance user is looking at this ticket. | Automatically or manually by a user |
| Fixed | This ticket has been marked Fixed by a maintenance user. A senior staff member still needs to mark the ticket as Closed to complete the ticket. | Automatically or manually by a user |
| Parts Needed | This ticket requires parts to complete the work required. | Automatically or manually by a user |
| Contractor Needed | This ticket requires a contractor to complete the work required. | Automatically or manually by a user |
| Contact Tenant | A staff member must talk to the resident before proceeding with the ticket. | Automatically or manually by a user |
| Closed | This ticket (and work) has been reviewed and approved by a senior staff member and marked as Closed. The ticket is complete. | Automatically or manually by a user |
| Deferred | This ticket is on hold. There are multiple reasons a ticket may be deferred, like the end of a work day, needing to be assigned to a different staff member, etc. | Automatically or manually by a user |
| Scheduled |
This ticket is scheduled to be worked on in the future. | Automatically or manually by a user |
| Auto Deferred | This ticket has been put on hold as no staff has completed the work by the scheduled date. | Automatically |
| Acknowledged | An agent or staff member has read this ticket and has a scheduled date. | Automatically |
| Proposed Scheduled Date | This ticket has a proposed scheduled date suggested automatically. | Automatically |
| Cancelled (Duplicate), (No Issue), (No Resident Response) |
The ticket has been marked as cancelled due to being a duplicate, receiving no resident response, or no longer being an issue. This status does not appear in the ticket status dropdown. You may cancel a ticket in the ticket itself, near the Update button. |
Manually by a user |