Issue Lifecycle

Status: Accepted Owner: @bilal Last Updated: 2026-02-15

How issues flow from report to resolution.

Overview

1. Report (Chat/Voice/WhatsApp/Form/Manual)
   -> 2. Process (AI Intake, categorise, create issue)
      -> 3. Manage (Dashboard, assign vendor)
         -> 4. Resolve (Vendor accepts, completes work)
            -> 5. Close (Notify tenant, request rating)

Status Flow

stateDiagram-v2
    [*] --> new
    new --> in_progress : Landlord starts work
    new --> vendor_assigned : Vendor assigned directly
    new --> cancelled : Invalid/duplicate
    in_progress --> vendor_assigned : Assign vendor
    in_progress --> completed : Resolved internally
    vendor_assigned --> in_progress : Vendor declines
    vendor_assigned --> completed : Vendor completes
    completed --> [*]
    cancelled --> new : Reopened

Urgency Rules

Urgency	Criteria	Response Target
emergency	Safety risk, no heating in winter	Immediate
high	Essential service down	4 hours
medium	Needs attention soon	24 hours
low	Can wait	72 hours

AI Auto-Categorisation

Input	Category	Urgency
”No hot water”	heating	high
”Tap dripping”	plumbing	low
”Smoke alarm beeping”	fire_safety	emergency

Notifications

Event	Who	Channel
Issue created	Landlord	SMS + Email
Issue created	Tenant	SMS (confirmation)
Vendor assigned	Vendor	SMS + Email (with link)
Vendor accepts	Landlord + Tenant	SMS
Issue completed	Tenant	SMS + Email

Edge Cases

• Tenant not found: Issue still created, linked to property only, flagged for manual linking
• Vendor declines: Landlord notified, can reassign
• Issue reopened: Cancelled → new, timeline preserved

See also: Tenant Engine, Conversation Orchestration, Glossary