OLOW Hotel ERP

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Maintenance Module Documentation ​

Overview ​

The Maintenance Module tracks physical assets and their repair lifecycles. It allows Housekeeping to report issues ("Broken AC Room 101") and Maintenance Managers to assign, track, and close "Tickets". It features an Auto-Escalation system for verifying SLA compliance.

Architecture ​

Domain Layer (app/Domain/Maintenance) ​

Models ​

MaintenanceTicket (MaintenanceTicket.php) ​
  • Table: maintenance_tickets
  • Source: Can be reported by Guest, Staff, or Housekeeping.
  • Priority: LOW (72h) | MEDIUM (24h) | HIGH (8h) | URGENT (2h).
  • Status: OPEN -> ASSIGNED -> IN_PROGRESS -> RESOLVED -> CLOSED.

Services ​

MaintenanceService (MaintenanceService.php) ​

Purpose: Workflow engine.

Key Methods:

createTicket(data) ​
  • Logic: Creates record. Calls tryAutoAssign(). Logs activity.
tryAutoAssign(ticket) ​

Attempts to route the ticket.

  • Logic: Selects the first active Staff member in the 'Maintenance' department.
  • Critique: Extremely simplistic. Does not check if that staff member already has 50 tickets.
escalateOverdueTickets() ​

Cron-job handler.

  • Logic:
    1. Finds tickets where created_at + priority_sla < now.
    2. Bumps Priority (Low -> Medium -> High -> Urgent).
    3. Logs "Auto-escalated due to SLA breach".

Audit Findings & Improvements ​

Strengths ​

  • SLA Enforcement: The escalation logic ensures tickets don't get lost in the void. A "Low" priority dripping tap will eventually become "Urgent" if ignored for a week.
  • Audit Logging: Every state change (Open -> Assigned) is logged via ActivityLog, providing accountability.

Issues Identified ​

Major ​

  • Assignment Load Balancing: The tryAutoAssign method assigns every single ticket to the first alphabetized employee in the Maintenance department until they quit found.
    • Fix: Implement Round Robin or Least-Loaded assignment.

Minor ​

  • Duplication: Information from HousekeepingChecklist (the report source) is copied into MaintenanceTicket rather than referenced. If the housekeeper updates the description, the ticket doesn't see it.

Module Version ​

Version: 1.0 Status: Needs Improvement (Assignment Logic)