# Maintenance

The Maintenance feature in Ottu's Real Estate Plugin empowers both tenants and merchants to enhance coordination in reporting and fixing issues. This streamlined process facilitates efficient communication between tenants and landlords, ensuring that maintenance requests are addressed promptly.

## [Maintenance Dashboard](#maintenance-dashboard)

The **Maintenance Dashboard** simplifies issue reporting and tracking for both tenants and merchants, ensuring quick communication and efficient resolution.

#### **Key Features:**

* **Tenant-Initiated Tickets:** Tenants report issues by scanning a **QR code** and filling out a form with **Unit Number**, **Issue Type**, **Notes**, and **Phone Number**.
* **Merchant-Initiated Tickets:** Merchants can manually create tickets using the **+ADD NEW Ticket** button, adding tenant and merchant details.
* **Status Updates:** Merchants can update ticket **Status** (New, In Progress, Closed) and add internal **Messages**.
* **Centralized Ticket Overview:** View all tickets with filters for **Property**, **Status**, and **Issue Type**.
* **Ticket Closure:** Resolved tickets are marked as **Closed** and removed from active lists.

#### **Benefits:**

* Clear communication between tenants and merchants.
* Easy tracking of issue status.
* Organized maintenance records.
* Proactive issue management.

The **Maintenance Dashboard** ensures faster resolution, better communication, and improved property upkeep.

## [Tenant-Initiated Maintenance Tickets](#tenant-initiated-maintenance-tickets)

It allows tenants to easily report maintenance. This streamlined process enhances communication between tenants and merchants, ensuring that maintenance requests are promptly addressed and resolved.

## **Tenant Side**

### **1. Accessing the Ticket Form**

* Tenants can access the maintenance ticket form by scanning a QR code associated with the property where the issue occurred. Typically, the merchant should provide this QR code to the tenant.

#### **How the Merchant Can Obtain the QR Code**

a. **Navigate to the Property Section**:

* The merchant locates the [Property](https://sandbox-doc.gitbook.io/ottu-team-sandbox-doc/user-guide/real-estate-expanded/main-listings/property-management) section within the Ottu Dashboard.

b. **Search for the Required Property**:

* The merchant searches for the specific property needing maintenance.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2Fg5JSa3PJr4UUnmFstmQR%2Fimage.png?alt=media&#x26;token=aa1eb721-8322-4533-b7a1-fabda8d6a57b" alt=""><figcaption></figcaption></figure>

c. **Click on Show QR Button**:

* Then click on the **Show QR** button to display the QR code.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FTbXVhdu5dBkt4rT04TJ6%2Fimage.png?alt=media&#x26;token=688a092c-1b6c-4331-990d-6c23ea73a07a" alt=""><figcaption></figcaption></figure>

### **2. Scanning the QR Code**

* After sharing the QR with the tenant, scanning the QR code redirects the tenant to the maintenance ticket form.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FRJ9yxiyrf568upVyiKMI%2Fimage.png?alt=media&#x26;token=29ffb274-7be3-4bbd-848d-0e33461ab438" alt=""><figcaption></figcaption></figure>

### **3. Filling Out the Ticket Form**

* The tenant fills in the following fields:<br>

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FH85oUZljGMoBwf1nLF89%2Fimage.png?alt=media&#x26;token=12d25823-d9cc-4ec6-9e0b-85423bd85c26" alt=""><figcaption></figcaption></figure>

* **Unit Number**: Enter the number of the unit where the issue is located.
* **Issue Type**: Select the type of issue from the provided options (e.g., AC, Elevator, Security).
* **Notes**: Add any additional details or descriptions about the issue.
* **Phone Number**: Provide a contact number for communication purposes.

### **4. Submitting the Ticket**

* After completing the form, the tenant submits the ticket.

## **Merchant Side**

### **1. Reviewing the Ticket**

* The merchant can view the submitted ticket under the **Maintenance Tickets** section.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FhQBTlr3gGBT2dj9ZMHNn%2Fimage.png?alt=media&#x26;token=55a105a5-5fc2-440c-83fa-33b3e76402cb" alt=""><figcaption></figcaption></figure>

### **2. Accessing Ticket Details**

* Upon opening the ticket, the merchant will see two sections:

  a. **Tenant's Information**: Displays all the details provided by the tenant.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FblwYjKs0vYuYpF07JYsn%2Fimage.png?alt=media&#x26;token=e077807d-9b09-49a1-967c-41dd0827e680" alt=""><figcaption></figcaption></figure>

b. **Merchant's Section**: Allows the merchant to update the ticket with the following information:

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2Flbi5crfp9m5ySy9Hw7l4%2Fimage.png?alt=media&#x26;token=92307013-eab1-4847-8059-ce868138dc85" alt=""><figcaption></figcaption></figure>

* **Status**: Update the status of the ticket (e.g., new, In progress, closed).

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FrKf8PdimJraHJEGxmJr6%2Fimage.png?alt=media&#x26;token=c2a50900-f882-48be-99de-ec4af5271ebd" alt=""><figcaption></figcaption></figure>

* **Message**: Add any comments or instructions for the tenant.

### **3. Updating the Ticket**

* The merchant updates the ticket accordingly and saves the changes.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FuDLS16ijaGsIAj4r3qVo%2Fimage.png?alt=media&#x26;token=ae0db171-53da-4c79-89d8-11690390d079" alt=""><figcaption></figcaption></figure>

### **4. Closing the Ticket**

* Once the issue has been resolved, the merchant can mark the ticket as **Closed**, it will disappear from the active **Maintenance Tickets** section.

<figure><img src="https://972592200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTq4lCgHh9X4VXINxI3L9%2Fuploads%2FpvMlW56HfuqGvT2l7qn0%2Fimage.png?alt=media&#x26;token=9a6564e7-1290-4776-8bb9-d8c153fcf1af" alt=""><figcaption></figcaption></figure>

## [Merchant-Initiated Maintenance Tickets](#merchant-initiated-maintenance-tickets)

This allows merchants to proactively manage maintenance tasks, even if issues are not submitted by tenants through the QR code system. For tracking purposes, merchants can also add new maintenance tickets themselves. Here's how:

### **1. Access the Maintenance Ticket Section**

* Navigate to the **Maintenance Tickets** section in the dashboard.

### **2. Add a New Ticket**

* Click on the **+ADD NEW Ticket** button.
* This action will redirect the merchant to a blank ticket form.

### **3. Fill in the Ticket Details**

* **Tenant Side Information**:
  * **Unit Number**: Enter the number of the unit where the issue exists.
  * **Issue Type**: Select the type of issue (e.g., AC, Elevator, Security).
  * **Notes**: Add any additional notes or descriptions about the issue.
  * **Phone Number**: Provide a contact number for communication purposes.
* **Merchant Side Information**:
  * **Status**: Set the status of the ticket (e.g., new, In progress, closed).
  * **Message**: Add any internal notes or messages regarding the issue.

### **4. Save the Ticket**

* After filling in all the necessary information on both the tenant and merchant sides, click **Save** to create the ticket.

By adding tickets manually, merchants can:

* **Track Internal Issues**: Document maintenance issues that may have been identified during inspections or reported through other channels.
* **Maintain Comprehensive Records**: Keep all maintenance activities logged within the system for better record-keeping.
* **Enhance Communication**: Ensure all team members are aware of ongoing maintenance tasks and their statuses.

This Maintenance feature enhances communication between tenants and merchants, ensuring that issues are reported and addressed efficiently, leading to improved satisfaction and property upkeep.
