Managing Maintenance Tickets

The ticket is the unit of work in FacilitySync. Everything else feeds it or reports on it.

The Tickets page

Open FacilitySync → Tickets. Four figures sit across the top:

• Open — tickets nobody has started
• In Progress — someone is on it
• Resolved (30d) — finished in the last thirty days
• Avg Resolution — average days from report to completion, across all finished tickets

Below them are three counts you can click to filter: open, critical, and overdue by more than seven days.

Creating a ticket

1. Click New Ticket
2. Give it a title that describes the problem, not the fix — "Walk-in cooler not holding temperature", not "Replace compressor"
3. Choose a Category and a Priority
4. Pick the Space it is in, and add a sub-location if the space is large
5. Assign it to a person or a vendor, or leave it unassigned for now
6. Save

The SLA clock starts as soon as the ticket exists, based on its priority.

Working a ticket

A ticket moves through four statuses:

Resolving stops the SLA clock. Closing is the final step and is what most reporting treats as complete, so close tickets out rather than leaving them resolved indefinitely.

Costs

Record what the work cost on the ticket itself. Two fields:

• Estimated Cost — what you expected before the work
• Actual Cost — what it came to

Both feed the spend reports, and the gap between them tells you what your estimates are worth. If cost approval is switched on in Settings → Cost Approval, any ticket over your threshold needs approving before it can be resolved.

Filtering and finding

The search box matches ticket titles. The four dropdowns filter by status, priority, category and assignee, and they combine — status Open plus priority Critical gives you the list worth looking at first thing in the morning.

Print produces a printable version of the current filtered list, which is useful for a morning handover.