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Manage Maintenance

Use Maintenance in the sidebar to create, find, and manage maintenance tickets across the portfolio.

Dashboard​

The dashboard lists tickets. Search by ticket, property, category, or status, use Filters to narrow results, or use Group by to organize tickets by property. Ticket action menus include View, Edit, Notes, lifecycle actions, archive, and delete.

Each ticket has a sequential reference number in the format MNT-0000001. Use this number when referring to a ticket with another team member.

Select Filters to narrow tickets by status, property, unit, category, or priority. Open statuses includes New, In Progress, Pending, and Scheduled. Choosing a property limits the unit choices; changing properties clears a selected unit if it does not belong to the new property. The choices include all accessible properties and their units, including those without maintenance tickets. Unit filtering includes tickets associated with that unit, including tickets shared with other units, and excludes property-wide tickets without unit associations.

Maintenance View permission provides access to the property and unit filter choices without requiring Properties View permission. If unit details fail to load, a notice in the results area identifies potentially incomplete results and offers Retry loading unit details. Tickets matched by their saved unit IDs remain visible while details needed for label-only tickets are unavailable.

Open-ticket counts in Properties link here with the relevant filters already selected. Property, unit, and status selections are kept in the URL: /maintenance?propertyId=3&status=open shows a property's open tickets, and /maintenance?propertyId=3&unitId=12&status=open narrows them to one unit. You can change the status after opening the link. Invalid IDs or status values use the corresponding unfiltered default.

Clear Filters resets status, property, unit, category, and priority while retaining the search text and grouping. If no tickets match, the page shows an empty state; tickets may have changed since the source count was displayed.

The collapsed Logging card shows recent activity across maintenance tickets. Expand it to review when a note was added, edited, or deleted, or a ticket was acknowledged, resolved, canceled, reopened, or otherwise moved to a different status. Note activity remains in the history after a note is deleted.

The ticket detail header groups Edit Maintenance with the current workflow action: Acknowledge for new tickets, Resolve for other active tickets, or Reopen Ticket for resolved tickets. Actions contains Add Notes and Cancel Ticket. On mobile, all header actions move into Actions. Existing permission, note, and confirmation requirements still apply.

Create or Edit a Ticket​

Select New Maintenance Item or Edit Maintenance. Required details are a title, property, at least one unit, category, description, requester, and priority. You can mark a request urgent and record whether consent to enter the premises is granted. Use Maintenance Images to attach one or more JPG, PNG, or WebP images up to 2 MB; existing images can be removed from the edit drawer.

Status and Resolution​

Tickets use New, In Progress, Pending, Scheduled, Resolved, Closed, and Canceled. Acknowledging a New ticket changes it to In Progress. Resolving requires a maintenance note from the previous 24 hours; Parcelis prompts for a resolution note when one is needed. Reopening a resolved ticket changes it to In Progress and adds a Ticket Reopened note. Resolving adds a Ticket Resolved note. Canceling an active ticket requires a cancellation note.

Ticket Details​

Ticket details show status, requester, issue date, category, priority, description, and entry consent. Photos are view-only and open in a gallery. Recent notes show the latest five notes, support inline edit and delete, and link to the full Notes drawer. Property and unit detail pages link listed maintenance items to their ticket details.

Editing or deleting a maintenance note from Recent notes or the Notes drawer also records an activity entry for that ticket. Expand Logging on the ticket to review these changes. The audit record identifies the note and the user who made the change; it does not preserve earlier versions of the note text.