Issues, from report to fix
How issues are created, assigned and closed with Mark fixed and a fix photo.
An issue is a problem that someone needs to fix, like a dirty restroom, a broken soap dispenser or a leak. The word "ticket" is only used for support requests.
Where issues come from
- A failed inspection item. When a submitted inspection has an item that counts as a problem, Mopful opens an issue by itself, with the item's photos and comment. If an issue for the same item in the same area is still open, the new result is added to it and a counter goes up. A fixed issue is never reopened this way: a new failure opens a new issue.
- A cleaner. From a visit or from the site, tap Report a problem. Choose the site, an area (optional), a category, a priority, a short title, a description and up to 6 photos. On the phone it works without signal and is sent later.
- A manager or supervisor, from the issue list.
Either way, the supervisor sees it right away.
Category and priority
The categories are cleaning, maintenance (damage), supplies and safety. The priorities are Low, Medium, High and Urgent. Each priority sets a default due date: Urgent 24 hours, High 48 hours, Medium 72 hours and Low 7 days after the issue is opened. Managers can change it.
Assign it
By default an issue belongs to the site's team: every cleaner assigned to that site sees it under their issues. The owner, managers who can edit issues and supervisors (on their own sites) can choose one person to fix it, and change the priority, category and due date. A cleaner can report and fix issues but cannot change those fields.
The person you assign gets a notification. An issue is overdue when its due date has passed and it is not fixed. Overdue issues count on the dashboard and the people involved get a reminder.
Close it with Mark fixed
Fix the problem, open the issue and tap Mark fixed. Take or add a photo of the fixed spot, add a note if you like, and confirm. The issue closes with the time, who fixed it and that photo. The photo is required: an issue cannot be marked fixed without one.
If the problem comes back, tap Reopen. The old fix stays in the history until the next fix replaces it.
Who is told
- A new issue goes to the person it is assigned to, or to the site's cleaners, and to the responsible supervisor. Urgent and High issues also go out by email.
- When an issue is assigned, the new assignee is told.
- When an issue is fixed, the person who reported it, the responsible supervisor and the owner are told.
What the client sees
The inspection report lists each problem it found as Fixed (with the fix photo and time) or Not fixed yet, as of the moment the report was made. The weekly and monthly summaries count how many were fixed and how fast.