Complete or escalate maintenance work

Closing a ticket states that the requested result has been achieved and can be verified. Escalating it means clearly recording why work cannot continue and who needs to make a decision.

Complete the work#

Before closing, confirm:

• the reported problem is resolved or the agreed scope is complete;
• the result leaves no immediate risk to a guest or the property;
• the necessary evidence is attached;
• any change in scope was accepted;
• the final message explains what was done and when.

Update the status, then reopen the ticket to confirm that it appears as closed or complete.

Escalate the work#

If you cannot continue, record the following in the conversation:

1. the specific blocker;
2. its current impact;
3. any temporary measure applied;
4. the decision, part, access, or specialist required;
5. the known deadline.

Do not close the ticket to hide it from the list. Keep an appropriate open status until the agency accepts another resolution.