Raise and dispatch a maintenance ticket

Maintenance tickets live under the Tickets management group. Three boards exist side by side today — Maintenance (the original), Maintenance V2 and Maintenance V3. V3 is the current board and the one to use; V2 remains available because V3 is still being run beside it for comparison, and because V3 reuses V2’s ticket forms directly.

Creating a ticket

From V3, use the toolbar’s New Ticket action; from V2, the board toolbar’s Add Ticket. Either way you get the same form, headed New maintenance ticket with the subtitle Create the ticket, then dispatch it from the board.

Four fields are mandatory: Ticket title, Status, Unit and Dispatch Type. If the title resembles existing tickets you will see a warning naming how many similar tickets were found — worth reading before you create a duplicate.

The rest of the form is grouped:

• Dispatch — status, Ticket Tags, unit, dispatch type, and either Dispatch task to any turnover on or after or Next action date depending on the type. Any Special Arrangements for this Unit are surfaced here.
• Assignment — Dispatcher(s), Assign job for (the handyman) and Time budget (Minutes).
• Requirements — Purchase List, Media Requirement (None, Require Photo (Videos upload accepted) or Require Video), Call Required Before Starting, and Auto Reopen with a day count, which changes the status back to New after closing.
• Description — the scope for the handyman, plus attachments.

Tickets can also be raised from a job’s checklist, via Report Checklist — the field What's wrong? plus an optional photo — and from a guest review’s Create from review panel.

Choosing a dispatch type

• Independent handyman task on specific date — happens on that date regardless of turnovers, and may occur during a guest stay.
• Handyman task on turnover — dispatched at the next turnover; the handyman is not auto-assigned unless the unit is configured to do so.
• Dormant handyman task — only dispatched if another task is already assigned to the unit. Lowest priority.
• Attached to cleaning checklist — appears in the cleaner’s checklist and is done by the cleaner.

Statuses and the board

The lifecycle runs New → Dispatched → Returned - Completed or Returned - Not Completed → Closed → Archived, with Delayed available as a holding state. Dragging a card on the board promotes it from New or Delayed to Dispatched and no further; anything beyond that is an explicit status change on the ticket. Setting Delayed has no board shortcut at all.

Dropping a card onto a handyman lane gives you an explicit hint before you commit — Assign to <name> · keeps turnover date, or a refusal such as Past day — cannot dispatch or <name> is off shift — cannot dispatch. The handyman picker groups people into On shift and Off shift and shows remaining capacity against their time budgets.

Closed and Archived tickets are never loaded by the board — and they are the overwhelming majority of your tickets. If a ticket has disappeared, it has almost certainly been closed rather than deleted; find it through search rather than by scrolling the board. Note too that dropping a card on the board writes a single assignee, so any co-assignees on that ticket are displaced.