The Job That Sat in Queue for Three Weeks
The pool pump seal at Villa V2 started weeping on Tuesday. It was reported, entered as a work order, assigned High priority, and then nothing happened. Status: Queue. Today is three weeks later. The guest who reported it has checked out. The current guest noticed a stain on the equipment housing and asked what it was. The repair is now urgent and visible, and the cost has gone from a seal replacement to a potential pump overhaul because nobody moved the Status from Queue to Progress.
The Reason of Pending field — Not Approved, No Action Needed, Goto Other Options, Not Specific — is the field that asks the question that paper work orders never ask: why hasn't this moved? A job sitting in Queue with no pending reason is a job waiting to be assigned. A job sitting in Pending with Reason "Not Approved" is a job blocked by a budget decision, not an operational oversight. The distinction between those two states determines the correct next action and who needs to take it.
The Location Hierarchy That Stops Miscommunication
Area (Cahaya, Angin Laut, Common Area) followed by Location V1, V2, or CA creates an address system for the property that unambiguously routes maintenance to the right zone. "Pool needs attention" sent by WhatsApp tells maintenance there's a pool somewhere that needs something. A work order showing Area: Cahaya, Location V1: Pool, Description: pump seal weeping, Priority: High, Due Date: Thursday tells a technician exactly where to go and what they're doing before they leave the equipment room.
The three photo fields — Pic 1, Pic 2, Pic 3 — capture the site condition at time of reporting. A photo of the weeping seal taken when the work order is created is the baseline against which the completion photos are compared. It also protects against scope creep: the technician who shows up three weeks later to find the pump housing corroded beyond what was originally reported can point to the original photos as evidence of what the job scope was at creation versus what it became due to inaction.
Progress as a rating field out of 5 converts the job's advancement into a filterable metric. Filter for Status = Progress and Progress rating below 3 and the list of stalled in-flight jobs surfaces immediately.
Pending Is Not Done
The five-status workflow — Queue, Progress, Done, Pending, New — creates a pipeline that matches the actual lifecycle of facility maintenance work. New arrives from a guest report or inspection. Queue means received and acknowledged. Progress means active. Pending means blocked. Done means closed.
The problem with most paper-based and WhatsApp-based work order systems is that everything is either open or closed. There is no explicit state for "this job is real but blocked pending a budget approval" or "this job is waiting for a part that was ordered last week." Without Pending as a distinct state, jobs in those conditions either sit in Queue indefinitely (making Queue meaningless as a priority indicator) or get closed prematurely and have to be re-opened.
Cost in IDR per work order, accumulated across a month's completed jobs, produces the actual maintenance spend broken down by area and location. The villa's cost of maintaining the pool area is the sum of all Done work orders with Location V1: Pool — searchable in under five seconds against a running record.