Help Create Tickets

Overview

Maintenance tickets help you track repair requests, work orders, and property issues from submission through completion. HOAMS provides a complete workflow for maintenance management.

Creating a Maintenance Ticket

1. Navigate to Maintenance

From the sidebar, click Operations → Maintenance.

2. Click "Create Ticket"

Click the "Create Ticket" button in the top right.

3. Select Property

Choose which property this maintenance request is for. Property details will auto-populate.

4. Enter Ticket Details

Title: Brief description of the issue
Description: Detailed explanation of what needs to be done
Category: Select type of work needed
Priority: Set urgency level

5. Choose Category

Select the maintenance category:

Landscaping: Lawn care, tree trimming, etc.
Plumbing: Leaks, clogs, water issues
Electrical: Wiring, lights, power issues
Structural: Roof, foundation, walls
Common Area: Shared spaces and amenities
Parking: Lot maintenance, marking
Pool: Pool and spa maintenance
Security: Gates, locks, cameras
Pest Control: Pest issues
Other: Miscellaneous

6. Set Priority Level

Low: Cosmetic or non-urgent issues
Medium: Standard maintenance needs
High: Important issues affecting functionality
Urgent: Safety hazards or critical failures requiring immediate attention

7. Upload Photos (Optional)

Add photos of the issue. Visual documentation helps vendors understand the problem and estimate costs.

8. Estimate Cost (Optional)

If you have a cost estimate, enter it in the "Estimated Cost" field. This helps with budgeting and approval processes.

9. Assign to Vendor (Optional)

If you already know which vendor should handle this, select them from the dropdown. Otherwise, leave unassigned for later assignment.

10. Create Ticket

Click "Create Ticket" to save.

Ticket Status Workflow

Open

Newly created tickets start as "Open." They're awaiting review and assignment.

Assigned

Once a vendor is assigned, status changes to "Assigned." The vendor has been notified.

In Progress

Work has started. Vendor is actively working on the issue.

Pending Approval

Work is complete but awaiting final approval or inspection before closing.

Resolved

Work is complete and approved. Ticket is considered done but remains in the system.

Closed

Ticket is finalized and archived. All paperwork, invoices, and documentation are complete.

Cancelled

Ticket was cancelled before completion. Note the reason in the resolution notes.

Managing Active Tickets

Updating Ticket Status

Open the ticket from the list
Click the status dropdown
Select new status
Add notes about the status change
Click "Update"

Adding Activity Notes

Track progress by adding notes throughout the ticket lifecycle:

Vendor communications
Status updates
Cost changes
Timeline adjustments
Inspection results

Ticket Escalation

HOAMS automatically escalates overdue tickets:

Urgent tickets: Escalate after 1 day
High priority: Escalate after 3 days
Medium priority: Escalate after 7 days
Low priority: Escalate after 14 days

Escalated tickets are highlighted in red and appear in the "Overdue Alerts" section of the dashboard.

Resident-Submitted Tickets

Tenants can submit maintenance requests through the Resident Portal:

Requests automatically create tickets in HOAMS
Tagged with tenant information
Tenant can track status in their portal
Receives notifications on status changes

Best Practices

Be specific in descriptions: Clear details help vendors respond effectively
Always upload photos: Visual proof of issues prevents disputes
Set accurate priorities: Don't mark everything as urgent
Update status promptly: Keep tickets current
Document communications: Add notes for all vendor interactions
Record actual costs: Track spending against estimates
Close tickets when done: Don't leave resolved tickets open
Review escalated tickets daily: Address overdue work promptly

Troubleshooting

Can't create ticket? Verify you have create_work_orders permission.

Property not in list? Check that the property exists and client is selected.

Vendor not receiving notifications? Verify vendor email address is correct.

Photos won't upload? Check file size (max 10MB each) and format (JPG, PNG).

Creating Maintenance Tickets