Reporting Issues

When a cleaner finds a problem during a cleaning -- a broken appliance, property damage, a supply shortage, or anything else that needs attention -- they can report an issue directly from the Housekeeping module. Every issue is tracked with a full activity log, photo documentation, and a clear resolution workflow so nothing falls through the cracks.

Issue severity levels

Every issue is assigned a severity that determines how it is prioritized in the issues list. There are three severity levels:

• Urgent -- Critical problems that must be resolved immediately. Examples: a water leak, broken front door lock, no hot water, or a heating failure. Urgent issues can affect guest safety or make the property uninhabitable.
• Normal -- Standard issues that should be addressed before the next guest arrives. Examples: a slow drain, a broken curtain rod, a stain that needs professional cleaning, or a malfunctioning appliance.
• Low -- Minor issues that do not directly affect the guest experience but should be handled when time allows. Examples: a scuffed wall, a slightly wobbly table, or cosmetic wear that could use a touch-up.

The issues list is sorted by severity by default, with urgent issues appearing first.

TIP

Reserve the "urgent" severity for problems that genuinely require immediate action. If everything is flagged as urgent, your team will lose the ability to distinguish truly critical issues from routine ones.

Creating an issue

To report a new issue:

1. Go to Housekeeping in the sidebar and open the Issues tab, or click Report Issue from within a cleaning task.
2. Fill in the issue details:
   • Title -- A short, descriptive summary of the problem (for example, "Broken dishwasher door handle" or "Water stain on bedroom ceiling").
   • Description -- Additional context about the issue: its exact location in the property, what you observed, any relevant history, and suggested actions.
   • Severity -- Select urgent, normal, or low based on the guidelines above.
   • Listing -- The property where the issue was found.
   • Linked booking (optional) -- Associate the issue with a specific booking. This is helpful when the damage occurred during a particular guest's stay.
   • Linked task (optional) -- Associate the issue with the cleaning task during which it was discovered.
3. Upload photos -- Attach one or more photos to document the issue. Photos make it much easier for maintenance staff to understand the problem without visiting the property.
   • Supported formats: JPG, PNG, WebP
   • Maximum file size: 10 MB per photo
4. Click Submit.

The issue is created with an open status and appears on the Housekeeping dashboard's issue count, as well as in the full issues list.

Issue statuses

Every issue follows a status flow:

open --> in_progress --> resolved

• Open -- The issue has been reported and is awaiting action. No one has started working on it yet.
• In progress -- Someone is actively working on resolving the issue.
• Resolved -- The issue has been fixed. The system records who resolved it and when.

Reopening an issue

Unlike cleaning tasks, issues can be reopened. If a resolved issue turns out not to be fully fixed, or if the problem recurs, you can reopen it:

• Reopening moves the issue back to open status.
• The resolution timestamp and resolver are cleared.
• A "reopened" entry is added to the activity log for the full audit trail.

This means the effective flow can be: open --> in_progress --> resolved --> open --> ...

WARNING

Do not leave issues sitting in the "open" state indefinitely. Even low-severity issues can escalate if ignored. Review your open issues list regularly and resolve or reassign them before the next guest check-in.

Activity log

Every issue maintains a complete activity log that records every action taken from creation to resolution. This gives you a full audit trail with timestamps and the name of the person who performed each action.

The following event types are recorded automatically:

Event	What is logged
Created	Issue creation with initial severity
Status change	Transitions between open, in_progress, and resolved (old and new status)
Assignment	Who the issue was assigned to (old and new assignee names)
Severity change	Changes to the severity level (old and new severity)
Details changed	Edits to the title or description
Resolved	Who resolved the issue and the previous status
Reopened	When a resolved issue is moved back to open

In addition to system events, team members can add comments to the activity log. Comments support optional photo attachments, making them useful for documenting repair progress, showing "before and after" states, or asking questions about the issue.

Comments can be edited and deleted. System activity entries (status changes, assignments, etc.) cannot be modified.

Assigning issues

Issues can be assigned to any active team member. Assignment is optional -- you can leave an issue unassigned and assign it later when you know who should handle it.

To assign or reassign:

1. Open the issue detail page.
2. Select a team member from the assignee dropdown.
3. The change is logged in the activity log with both the old and new assignee names.

To unassign, select the empty option from the dropdown.

Filtering and sorting issues

The issues list supports several filters to help you find specific issues quickly:

• Status -- Filter by open, in progress, or resolved.
• Severity -- Filter by urgent, normal, or low.
• Listing -- Filter by a specific property.
• Search -- Free-text search across issue titles and descriptions.

You can also sort the list by creation date, severity, status, or listing name in ascending or descending order.

Unread issue tracking

hejGuide tracks which issues have new activity since you last viewed them. The sidebar badge shows a count of issues with unread updates. An issue is considered "unread" when it has activity (comments, status changes, or other events) that occurred after the last time you opened that issue's detail page. Opening the issue detail page automatically marks it as "read" for you.

TIP

Attach photos when creating or commenting on issues. A single photo often communicates the severity and scope of a problem more effectively than a paragraph of text. This is especially valuable when the person resolving the issue is not the same person who reported it.

Related

• Housekeeping Dashboard -- Property status and issue counts at a glance
• Cleaning Tasks -- How cleaning tasks work
• Checklists -- Create cleaning checklists for your team
• Assigning Cleaners -- Assign team members to tasks