Repairs and vendors

A work order's life

Residents raise requests from the portal with photos; staff raise work orders from the console or a phone; the guard books one at the gate when a service provider comes in (see Gate and security). Every work order carries a priority with response and fix times. A quote or cost is optional: routine jobs and walk-in providers often have neither.

To follow up on providers who came through the gate, filter Work orders by At the gate. Each one shows who was let in, their phone and when they arrived.

Priority	Respond within	Fix within
Emergency	1 hour	4 hours
High	4 hours	24 hours
Normal	24 hours	72 hours
Low	3 days	14 days

stateDiagram-v2
  [*] --> Requested
  Requested --> Assigned: assign a vendor or staff member
  Assigned --> Quoted: record a quote
  Quoted --> Approved: quote approved
  Quoted --> Assigned: quote rejected, quote again
  Assigned --> InProgress: start
  Approved --> InProgress: start
  InProgress --> Completed: complete with photos
  Completed --> Confirmed: resident confirms
  Completed --> Reopened: resident reopens within 7 days
  Reopened --> Assigned
  Confirmed --> Closed

Work past its fix time is flagged and the manager is told. When a job is complete the resident is asked to confirm; they can reopen it within seven days.

Quotes

When a vendor quotes, record it on the work order. The quote then waits in Approvals: by default one approval by someone who manages works, never the person who entered the quote. Larger quotes can need more steps if you set a rule. Approved, the work can start; rejected, it goes back for a new quote with your reason. A repair caused by an owner can be recharged to their unit.

Vendors

Under Vendors keep each contractor with its category and documents. Each category lists the documents it must hold (a security agency needs its PSRA licence, a garbage collector its NEMA licence, and so on). Maskani warns before a document expires. When a vendor renews, add the new document of the same type: it replaces the old one, which stays on record marked Replaced and no longer counts as expired anywhere.

Assigning work to your own staff

Assign on a work order offers A vendor or Our staff (from ERP). Staff come from ERP, the staff and payroll records that come with your plan: pick the caretaker or plumber by name or staff number and the work order shows who has it. If your plan does not include ERP, Maskani shows how to upgrade and asks ERP for nothing; assign the work to a vendor, and pay casual hands with a payment voucher in Books.

Service contracts

Open a vendor to keep its contracts, one per property and service (cleaning, security, garden care):

• the fee and how it is charged: a fixed amount per month, per visit, per guard post or by rate card,
• the service level: respond within and fix within so many hours, and how many visits a month,
• the credit taken off the fee for each missed visit,
• start and end dates, how many days before the end you are reminded, and whether it renews itself,
• the budget line it is paid from.

Only a live contract can be changed. Terminate ends it with a reason, which is kept. On the same page, Paid in treasury as links the vendor to the supplier it is paid as in Books, picked from Books' own list, so its invoices become supplier bills against the right account.

Visit plans and service visits

The calendar icon on a contract opens its visit plans: every day, set weekdays, or set days each month, quarter or half year, with a time window, a zone and a checklist. Maskani plans a week of visits ahead from each plan.

Service visits shows a week of visits at the property. Record each as All done or Part done with photos. A visit nobody records by the end of its day is marked Missed; missed visits are what the contract's service credit is applied to.

Preventive maintenance

Preventive maintenance lists the equipment that needs regular servicing: pumps, lifts, generators, fire equipment. Each plan has how often, the next due date and the vendor that does it. A week before a plan falls due Maskani raises a work order for it, assigned to that vendor, and moves the plan on to its next date. Pause a plan to stop it raising work orders.

Vendor invoices

On a vendor's page, Invoices keeps what the vendor bills you. The vendor must first be linked under Paid in treasury as.

1. Record invoice: pick the contract and enter the invoice exactly as the vendor issued it: its number, the eTIMS invoice number printed on it, the date, the period it covers, the total with VAT and the VAT in it, and a photo. The same invoice number is never accepted twice.
2. Open the invoice to check it. Maskani shows the contract fee for the period, the visits done and missed, the credit for missed visits, and what is due. When the invoice is more than that, it says so.
3. Someone who manages vendors (not the person who recorded it) Approves it, or Sends it back with a note. Estates can set approval rules for larger invoices under Approvals.
4. Once approved, the invoice becomes a supplier bill in Books, where it is paid. When Books records the payment, Maskani marks the invoice Paid within the hour.

A credit for missed visits is never taken off the bill in Maskani, because KRA matches the bill to the vendor's own eTIMS invoice. When a credit is due, send the invoice back and ask the vendor for one that already reflects it. Cancel invoice withdraws one that is not paid yet; if it was approved, Books cancels its bill too.