Start here if you provide external maintenance

This path is for an external person or company carrying out repairs or maintenance for an agency. It is limited to the provider profile and tickets the agency authorizes for you; it does not present complete Holidario administration.

Your scope#

On an assigned ticket, you can review the problem, property, priority, conversation, and files; communicate progress; provide evidence; and use the state actions available to your account.

You do not receive general access to properties, reservations, guests, finances, cleaning, users, or another provider's tickets. You also do not decide a budget, scope change, or commercial close by yourself. A forwarded link does not grant authorization, and a phone call does not replace the ticket record.

Choose a device safely#

Device acceptance for this ticket workflow has not yet been verified. Use a connected computer or another wider-screen device for first access, long conversations, multi-file review, and any state change whose controls you cannot see completely.

If you attempt a field update from a phone, treat it as a verification step rather than an assumption of support: confirm that the assigned ticket, required control, complete message, and attachment result are visible. If any part is missing or unclear, keep the evidence locally and complete the update on a wider screen. Do not assume offline operation, and do not treat a change as sent until you can see it in the ticket.

1. Complete your first access#

1. Create and verify your own account with the email agreed with the agency.
2. Accept the team invitation using that same account.
3. Confirm that the active team has the correct name.
4. Wait for the agency to create or select your maintenance record and link your user.
5. Sign out and back in when the agency confirms the link.
6. Open Notifications, confirm that the inbox belongs to the active team, and ask the agency to identify one known authorized ticket.
7. Open the source ticket from the notification or your assigned work; do not act only on the alert summary.

The invitation, provider record, and ticket authorization are separate conditions. Seeing the team without seeing work does not prove that the link is complete. An empty inbox also does not prove the ticket is missing: verify the assigned record with the agency.

2. Confirm your first sign of success#

Your onboarding is ready when you can:

• open the ticket the agency confirmed as authorized;
• identify its property, problem, priority, scope, and existing evidence;
• send an agreed test update or communicate the first real progress;
• recognize which state represents the current situation; and
• remain unable to access unauthorized tickets.

Do not make a test visit merely to validate the software. The first check can use an onboarding ticket or the first real assignment before you travel.

3. Follow this routine for each intervention#

1. Review Notifications or your assigned work, open the source ticket, and confirm that it is still your work.
2. Review the property, priority, description, dates, conversation, and files.
3. Clarify access, scope, authorization, and the completion condition inside the ticket before acting.
4. Update the state only when the real situation changes.
5. Leave a message with what was done, what remains, the next action, and its owner.
6. Attach useful evidence and wait until it appears in the conversation.
7. Complete the ticket only when the agreed result can be verified; if you cannot continue, escalate and keep it open.

Material states and the related decision#

• Open or active: work or a decision remains; review the latest conversation before acting.
• In progress: communicate relevant progress and keep the remaining work clear.
• Blocked or waiting: do not close it to remove it from the list; record the dependency, owner, and impact.
• Resolved or completed: the agreed scope is finished and enough evidence exists to verify it.
• Closed: do not continue work or reopen it without agreement from the agency.
• Not found or access denied: the team, link, or authorization may be missing; this does not prove that the ticket was deleted.

Always use the labels and actions shown by the ticket. If the agency uses a more specific operational definition, record it in the conversation before closing.

Recover the flow safely#

• Wrong or reassigned ticket: stop and confirm; do not work from an old screenshot or message.
• Incomplete scope: ask in the ticket before buying materials, entering, or changing anything.
• State not confirmed: reload once and review the history before repeating the action.
• Message failed: keep the text, check whether it appeared, and retry once to avoid duplicates.
• File failed: keep the original, restore connectivity, and do not declare the evidence delivered until it appears in the conversation.
• Accidental close: notify the agency before reopening; other teams may have acted on that close.
• Old alert or denied access: confirm the active team, open the source record once, and ask the agency to review the link, assignment, and state. Do not work from the alert text or create another ticket to recover access.

Do not ask for somebody else's credentials, create a duplicate ticket to recover access, or attach guest codes, documents, or belongings.

Escalate before the ticket becomes a risk#

Use the agency's agreed urgent channel when there is an immediate risk to people, guests, or property; then leave the necessary context in the ticket. For missing access, authorization, parts, budget, specialist, or a changed scope, record the blocker, impact, temporary measure, required decision, and deadline.

For a possible Holidario failure, keep the team, identifier, time, action, exact message, and anonymized screenshot. Follow Ask for help with the right information; never share passwords, access codes, or personal documents.

Your path, in order#

1. Sign in and recover your access.
2. Register and accept the agency invitation.
3. Review notifications and always open the source ticket.
4. View your assigned maintenance work.
5. Update the ticket state.
6. Send messages and evidence.
7. Complete or escalate the intervention.
8. Prepare a safe help request.