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Ticket Workflow

Maintenance tickets follow a workflow from creation to resolution. Properly managing this workflow creates a clear record of your responsiveness.

Ticket Statuses​

stateDiagram-v2
    [*] --> Open: Ticket Created
    Open --> InProgress: Work Started
    InProgress --> WaitingParts: Waiting for Parts
    InProgress --> WaitingAccess: Need Tenant Access
    WaitingParts --> InProgress: Parts Received
    WaitingAccess --> InProgress: Access Granted
    InProgress --> Resolved: Work Completed
    Resolved --> [*]
    Open --> Cancelled: Not Valid
    Cancelled --> [*]

Open​

  • Newly created ticket
  • Not yet addressed
  • Awaiting action

In Progress​

  • Work has begun
  • Contractor scheduled
  • Actively being resolved

Waiting for Parts​

  • Repair started
  • Waiting for parts to arrive
  • Documents the delay reason

Waiting for Access​

  • Need tenant to provide access
  • Have attempted to schedule
  • Ball is in tenant's court

Resolved​

  • Issue has been fixed
  • Work completed
  • Ticket closed

Cancelled​

  • Invalid or duplicate ticket
  • Issue resolved itself
  • Not actually a maintenance issue

Updating Ticket Status​

Step 1: Open the Ticket​

  1. Go to Maintenance
  2. Find and click the ticket

Step 2: Change Status​

  1. Click Update Status
  2. Select new status
  3. Add a note explaining the change

Step 3: Add Resolution Details (When Resolving)​

When marking as Resolved:

  • Resolution Date - When work was completed
  • Resolution Notes - What was done
  • Cost - If tracking expenses
  • Contractor - Who did the work
  • Photos - After photos showing fix

Adding Notes to Tickets​

Throughout the workflow, add notes:

  1. Open the ticket
  2. Click Add Note
  3. Enter your note
  4. Optionally attach files
  5. Save

Types of Notes​

  • Communication attempts
  • Scheduling updates
  • Work performed
  • Tenant feedback

Response Time Tracking​

OntarioLandlord tracks:

MetricDescription
Time to First ResponseFrom creation to first status change
Time to ResolutionFrom creation to resolved
Time in Each StatusDuration in each status

This data appears in reports and evidence bundles.

Handling Delays​

Parts Delay​

  1. Update status to "Waiting for Parts"
  2. Note what parts are needed
  3. Note expected arrival
  4. Update when received

Access Issues​

  1. Update status to "Waiting for Access"
  2. Document your attempts to schedule
  3. Keep records of communications
  4. Note when access is granted

Contractor Availability​

  1. Keep status as "In Progress"
  2. Add note about scheduling
  3. Update with scheduled date

Resolving Tickets​

When to Mark Resolved​

  • Work is fully complete
  • Tenant confirms satisfaction (if applicable)
  • Issue is no longer present

Resolution Details​

Include:

DetailExample
What was done"Replaced faucet washer"
Who did it"ABC Plumbing" or "Landlord"
Cost"$150"
After photoPhoto showing repair

Partial Fixes​

If issue is partially resolved:

  • Note what was done
  • Note what remains
  • Create new ticket for remaining work, or
  • Keep ticket open with updated description

Reopening Tickets​

If an issue recurs:

  1. You can add notes to the original ticket, or
  2. Create a new ticket referencing the old one

Generally, create new tickets for recurring issues to maintain clear timelines.

Best Practices​

  1. Update promptly - Change status as soon as action is taken
  2. Add detailed notes - Document everything
  3. Include evidence - Photos, receipts, communications
  4. Track access issues - Important for disputes

Next Steps​