Running the centre
Maintenance ticket
A maintenance ticket is the record of a fault in a residence's facilities (a dripping shower, a broken blind) with what is wrong, where, who reported it and when. It is used to assign the job to whoever fixes it, track the deadline and keep a record of how it was closed.
Also known asticket · work order · repair request · fault report
How it is used in a residence
In a residence a fault hardly ever comes in through a form: it comes in through the corridor, through a message to reception at eleven at night or through a photo sent to the porters' WhatsApp. The ticket is what turns that message into something that does not get lost: a number, a category (plumbing, electrical, joinery), a priority and a person responsible. With that you can see what is open, how long it has been open and who has it.
A good ticket also keeps the closure: what was done, when and, ideally, with a photo. It is the maintenance history of the building, the one that shows the same shower in the same room has broken again in the same academic year. The deadline it is measured against is set by the SLA, and the split between roles comes from the org chart and the shift. How Bedel handles it is explained in faults and incidents.
Worth knowing
What people take for granted: that an open ticket is an assigned ticket. Many end up with no owner because the message went to a group and everyone thought someone else was taking it. What never gets fixed is not usually the hard job: it is the one with no name next to it.
Sources
Related terms
- SLAAn SLA (service level agreement) is a written commitment to the time and quality with which a service is delivered. In a student residence it usually sets how many hours a maintenance ticket has to be picked up or resolved by type, and it is what decides what counts as overdue.
- Org chart and shiftA residence's org chart is the map of roles (management, reception, maintenance, kitchen, housekeeping) and of who holds each one; the shift says who is on duty in each time slot. Together they answer the question that matters when a message comes in: whose job is it right now.
- Preventive maintenancePreventive maintenance is the work done before something breaks: inspections, servicing and certificates with a due date (lifts, air conditioning, gas or electrical installations) that a residence has to complete so its equipment keeps working and stays compliant.
- CMMSA CMMS (computerised maintenance management system) is the software a maintenance team uses to keep the asset register, work orders, the preventive plan, spare parts and costs. In Spanish it is known as GMAO.