Maintenance 5 min read Updated September 2026
From a service request to a closed ticket
In most organizations a fault is reported twice: once out loud, and once when someone remembers. A good maintenance process reduces reporting to one sentence from a phone, then makes sure the request reaches the right person and closes with the reporter.
1. The reporter should not have to know who handles it
Requiring the reporter to know whom to contact is what breaks maintenance processes. The staff member states what happened and where, and the system routes it. The facilities manager, IT or grounds staff each receive only what belongs to them.
2. Category, place, urgency - and nothing more
Three fields are enough to open a request: what, where and how urgent. Every extra field lowers the reporting rate. One photo from a phone replaces three lines of description.
3. Automatic routing by request type
Routing by request type and location removes the coordination step. An electrical fault in a specific building goes to the same person every time, and requests without an obvious owner land in one queue that somebody is responsible for.
4. What to measure: response time and closure time
Two measures are enough: how long until a request is picked up, and how long until it is closed. Comparing request types immediately shows where the bottleneck is.
5. Closing the loop with the reporter
A request is closed only when the reporter knows it was closed. Without that they will report it again, or stop reporting. A short update at closure is what keeps staff trust in the process.
Want to see how service requests are routed and closed in the system? We can show it on your own structure.
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