How maintenance and repairs work

An incident records what broke and can block it; a repair ticket puts the repair's cost on paper to pay the workshop or charge the client.

Equipment that goes out to jobs comes back with problems. A tent panel tears in the wind, chairs get broken at a party, a van breaks down on the motorway. Someone has to note what happened, keep the damaged equipment off the next job, get it fixed, and decide who pays for the repair.

In Filmo that work lives in «Maintenance», and it has two parts. The is the record of the problem: which resource, what happened, on which order, who's handling it and where it stands. The is the money side: a list of repair lines with prices and taxes, which you turn into a purchase order for the workshop or into a quote or an invoice for the client.

Think of the incident as the note you tape to a broken item, and the repair ticket as the workshop's bill. You can have an incident without a ticket, but every ticket starts from a repair.

Follow the Landmark Venues wedding

The wedding is over. On the return, one of the three large frame tents has a torn side panel, and two of the 120 Chiavari chairs are broken. Here's how that moves through Maintenance:

Record the damage Create an incident for the tent and one for the chairs, straight from the return. See Report an incident.
Take the tent out of service Turn on so nobody books it for the next job. See Block damaged equipment so it can't be booked.
Follow up the repair Assign someone, move the status to «Repairing» and note the costs. See Follow up an incident.
Document the repair Convert the incidents into a repair ticket. See Create a repair ticket.
Pay the workshop or charge the client Turn the ticket into a purchase order, a quote or an invoice. See Turn a repair ticket into an invoice, quote or purchase order.
Close it Move the incidents to «Complete», which lifts the block, and close the ticket.

Two ideas to keep in mind

Recording a problem doesn't block anything. An incident only takes the resource out of circulation when «Blocks availability» is on. Incidents created from a return or reported by the client start without a block.
The amounts on an incident are for reference. Neither its costs nor create a document or count in an order's profitability. Money moves when you convert a repair ticket into a purchase order, a quote, a proforma or an invoice.

Incident statuses

Every incident has a status that tells the team where the repair stands. There's no fixed order: you can move an incident from any status to any other.

Status	What it means	Blocks the resource if «Blocks availability» is on	What changes
«Draft»	Recorded but not handled yet. Incidents the client reports in the portal arrive here.	Yes	—
«Open»	Waiting to be resolved. The default when you create one.	Yes	—
«Waiting»	Waiting on something outside your control, such as a spare part.	Yes	—
«Repairing»	The repair is under way.	Yes	—
«Complete»	Resolved.	No	Filmo records the actual resolution date and lifts the block.
«Lost»	The resource won't be recovered.	No	Lifts the block. The page shows «Restore to "Open"» to undo it.

You change the status with the steps at the top of the incident page, by dragging its card on the board, or for several incidents at once with «Change status to». «Lost» isn't one of the steps: set it from the board or the list. See The incidents list and board.

Repair tickets have their own statuses, explained in Create a repair ticket.

Where everything is

You want to	Where	How
See and filter every incident	«Maintenance» → «Lost and damaged»	The incidents list and board
Record damage, a breakdown or a loss	«New incident», a resource's «Lost and damaged» tab, or the return	Report an incident
Change the status, owners, dates or costs; share with the client; delete	The incident page	Follow up an incident
Understand what a block does	—	How blocking a damaged resource works
Keep a damaged resource off new bookings	«Blocks availability» on the incident	Block damaged equipment so it can't be booked
Block when Filmo says there are future reservations	The incident form	Fix "Cannot block availability…"
Plan periodic inspections and a vehicle's ITV	Vehicles, spaces, workflows and incidents	Schedule periodic inspections and vehicle ITV
Document a repair with prices	«Maintenance» → «Repair tickets»	Create a repair ticket
Pay the workshop or charge the client	The ticket's «Convert to»	Turn a repair ticket into an invoice, quote or purchase order
Know which repair amounts count where	—	Repair costs and charging the client

You also reach incidents from the «Lost and damaged» tab of an item, a unit, a space, a vehicle or a project, from shortcuts inside «Inventory», «Transport» and «Spaces», and from the order: «Create incidents» when you finish a return, and «Repair ticket» in the order's documents card.

Who can use it

Who	What they can do
Accounts without the add-on	Don't see Maintenance. The add-on is «Incident and repair management», with a 30-day free trial.
«Lost and damaged» permission in view mode	Open the lists and the pages of incidents and repair tickets.
«Lost and damaged» permission in edit mode	Also create, change, convert, close and delete them.
Clients with a portal account	See the incidents you share with them and, if your portal allows it, report damage.

The «Super administrator», «Administrator» and «Editor» roles can view and edit, and «Viewer» can only view. Some buttons on the incident page also show to people who can only view, but Filmo refuses the change when they save.

Good to know

People aren't blocked with incidents. To take a staff member out of planning, add an absence. See Add an absence for a staff member.
There are no inspection plans. Periodic checks are covered with absences, the vehicle's status and workflows.
An incident with repair tickets can't be deleted, and neither can a ticket that has already produced a purchase order, an invoice or a quote: you close it instead.

Up next

Start by recording a problem: Report an incident.