Fault reports: from a scanned sticker to a work order with a deadline
Before this loop the platform knew planned work and did not know the road a fault travels. Now the fault has a measured door from end to end.
Who reports, and how
- By scanning a sticker: the location sticker (
/site/{code}) or the asset sticker (/asset/{code}). No account, no password — the scanner describes the fault and attaches a photo. - From the dashboard: the facility manager logs a report manually.
An asset sticker forces its own asset: the report lands in the right asset's record even if the reporter's wording is vague. The location sticker stays necessary — «a leak in the corridor ceiling» is a fault in a place, not in a part.
A report is a claim; a work order is a commitment
The report is its own entity, not a status on a task, because it is a reporter's claim that may be rejected. Were it a task, every rejected report would become a cancelled task polluting the board and the completion rate.
Three stamps measure the road:
- Arrival — the moment of the claim.
- Response — the first time anyone turns to it, and a rejection is a response. Stamped once, never re-stamped.
- Conversion — the moment it becomes a commitment.
A second report on the same fault
Fifty people see the same broken lift in a hall, and the queue does not become fifty rows: a report about a fault that already has a live report is recorded as an additional witness on the existing one, and the scanner reads "your report was added to an existing one" rather than a new number that is not theirs.
- On an asset sticker: it joins the live report however differently it is worded — "a leak" and "a strange noise" are usually two descriptions of one fault.
- On a location sticker with no asset: it joins only if the text matches word for word — a hall with a broken door and a ceiling leak has two faults, not one.
- Rejected and closed reports take no witnesses: a report returning after a rejection opens its own row and is triaged afresh. A converted report, however, does accept confirmations — work is under way, and a witness on it prevents a duplicate work order.
What you see in the queue is a number to be read as priority: "confirmed by 7" — and with each witness their name and their own wording, since the second may carry a symptom the first missed. A confirmation raises no notification: fifty witnesses do not wake the crew fifty times.
Deadline and destination
The deadline lives on the asset category, then the maintenance category (else the configured floor), and is stamped onto the report at birth — a commitment once made does not shift. The destination — which crew, which manager — is read live, so changing the crew today applies to today's reports.
Notification escalates: arrival and approach go to the crew, a breach goes to the manager. And the sweep runs hourly, not daily — a four-hour deadline is not guarded by a daily sweep.
Conversion
From the report page: triage · convert · reject · reopen. Conversion mints a work order that inherits location, asset and priority, and it appears in the asset's work history beside its planned maintenance.
Rejection requires a written reason: a verdict without a reason leaves no trace worth reading.