Service Tickets: Glossary
The words used across tickets, access requests, proposals and closures, in one place.
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Ticket — the record of one piece of work. On a school or campus this is called a maintenance request, and the wording follows the property throughout, including in emails and phone alerts.
Assignee — the person responsible for the work.
Collaborator — someone else who should see the ticket and be told about it, without owning it.
Request for access — asking a home for permission to enter, or telling them entry is happening.
Request for proposal — asking contractors to bid on the work.
Work order — the contractor side of an awarded proposal.
Asset impact — the record that this work closes or restricts an amenity while it happens.
Closure — the actual period an amenity is unavailable. A scheduled closure is not yet in force; a confirmed one is.
Recurring ticket — a template that produces the next occurrence when the current one is completed, not on a timer.