| Cancelled | Duplicate, not needed, or tenant withdrew | Manager | — |
Safety Latch Integration
At Triaged stage, MaintenanceOS runs safety rules:
1. Keyword scan — Checks description for danger terms
2. Category rules — Gas, electrical, structural categories auto-escalate
3. Property flags — HMO, high-rise, known issues increase priority
4. Tenant vulnerability — Elderly, disabled, families with young children
If a safety latch triggers:
- • Status becomes Safety Hold (sub-status of Triaged)
- • Immediate notification to Safety Officer + all Admins
- • Cannot be assigned to contractor until Safety Officer clears
- • Full audit trail recorded
The Happy Path (Standard Repair)
```
New → Triaged → Assigned → Acknowledged → En Route → On Site → Completed → Verified → Closed
```
Typical timeline: 1–3 days for standard repairs.
Common Variations
Emergency Repair (Safety Latch)
```
New → Triaged (Safety Hold) → Safety Officer Review → Assigned (Emergency) → On Site → Completed → Verified → Closed
```
Target: On site within 2–4 hours.
Quote Required
```
... → On Site → Needs Parts/Quote → Quote Submitted → Manager Approves → On Site → Completed → Verified → Closed
```
Tenant Not Home / Access Issue
```
... → En Route → On Site (Access Failed) → Rescheduled → En Route → On Site → ...
```
Up to 3 access attempts before escalation.
Multi-Visit Repair
```
... → On Site → Needs Parts → (wait) → On Site → Completed → Verified → Closed
```
Each visit creates a visit record with photos and notes.
Audit Trail
Every status change records:
- • Who changed it
- • When (timestamp)
- • Previous → new status
- • Optional note (required for Cancellations)
View at Repair → Activity tab.
SLA Tracking
SLA clock starts at Triaged (or Safety Hold cleared for emergencies).
- • Response SLA: Triaged → Acknowledged
- • Resolution SLA: Triaged → Completed
Breaches trigger automatic escalation to next management level.
Tenant Communication
If tenant portal is enabled:
- • Automatic updates at each status change
- • Tenant can add notes/photos
- • Post-repair survey sent at Verified
Next Steps
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Pre-launch documentation. Features and workflows may change before general availability.