Ticket Assignment and Status Workflows
How work gets to the right person, how tickets move between statuses, and what escalation does.
Assigning work
A ticket can be assigned to a person on your team or to an outside vendor, and the choice changes what happens next.
Assigning to a person puts the ticket in their queue. If they are a maintenance technician, it appears in Field Worker Mode on their phone.
Assigning to a vendor creates a contractor job alongside the ticket, tracked separately with its own quoted and actual cost. That job moves through its own statuses — requested, accepted, in progress, completed or cancelled — and you can rate the vendor from one to five when it is done. Vendor jobs are what the Contractor Spend report is built on.
You can leave a ticket unassigned. Unassigned tickets still count as open and still run their SLA clock, so an unassigned queue that keeps growing is a staffing signal, not a filing problem.
The status workflow
Open → In Progress → Resolved → ClosedNothing forces a ticket through every step. A technician can resolve directly from open, and a ticket can be closed without a separate resolve. What matters for reporting:
- Resolved stops the SLA clock and records
resolved_at - Closed records
closed_atand is the terminal state
Both count as finished work in the resolution and throughput figures, so it does not matter for reporting which route a ticket took — but leaving everything at Resolved and never closing means your board never empties.
Important: If cost approval is enabled and a ticket is over your threshold, it cannot be resolved until the cost is approved. The technician will see the block rather than a silent failure. Approve or reject it under the ticket's cost section.
Escalation
Two things escalate a ticket.
The SLA breach. A ticket past its target hours is flagged overdue automatically, shown on the ticket board with an escalated badge and the time it has been over.
A person asking for help. In Field Worker Mode a technician can escalate a ticket they cannot finish. That records the request on the ticket's history and notifies the venue's owners and managers.
Note: If nobody with an owner or manager role is set up at the venue, there is nobody to notify — the escalation is still recorded on the ticket, and the technician is told plainly that no manager was reached so they can find someone directly.
Who can do what
| Owner / Manager | Facility Manager | Maintenance Technician | |
|---|---|---|---|
| Report a problem | Yes | Yes | Yes |
| Claim and resolve assigned tickets | Yes | Yes | Yes |
| Assign to others | Yes | Yes | No |
| Approve costs | Yes | Yes | No |
| Change SLA targets | Yes | Yes | No |
A maintenance technician is intentionally limited to reporting problems and working their own queue.
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