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|
||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|