Operations

First-time workspace setup

After Bookings (setup step 14) and Categories (setup step 9), use Tickets and check-in/out queues before your first turnover week — see Getting Started — Operations, tickets & cash flows (optional). Arrival workflow: Managing a Check-in. Complete Getting Started — Recommended Setup Sequence steps 1–12 first. Workflow pairing: Modules — Setup sequence after go-live.

Finding your way in this guide

Start with Overview tab for portfolio scope, then Tickets Tab for maintenance work and Check-in & Check-out Tab for arrivals/departures. Expense rows: Cash Flows Tab. Vivin internal: Schedule tab (Vivin internal). Guide subsection map: Operations guide subsection index (tab sections + Related subsections). Non-linear operator habits (Lockout catch-up, Pending manual receipt approval, Reject/revert mistaken receipts, Notification row-click navigation, Payment alert to receivables triage, Confirmation alert triage, Finance debt receivables triage, Finance Income status drill-down, Cash flow forecast drill-down, Partly collected security deposit, Portfolio segmentation by tenant category) have matching Related subsections below. Full pairing matrix: Operations section cross-reference · Modules — Module cross-reference.

The Operations module centralizes day-to-day operational coordination across your properties.

Direct access

Open the Operations module at platform.vivin.app/operations. Tab routes include /operations/tickets, /operations/check-in-out, /operations/cash-flows, and /operations/schedule (Schedule is shown only to Vivin internal accounts; other roles keep normal module permissions). See Deep Links for all routes.

Tab URLs

Unknown Operations tab slugs redirect to /operations (Overview). Legacy bookmarks using check-in or check-out alone are rewritten to /operations/check-in-out when your role includes that tab. See Deep Links — Invalid, legacy, and mistyped URLs.

Pair with other modules

Open booking context from Bookings; settle tenant balances in Finance; verify keys and access in Listings. Paste the full sequential ticket ID (for example S259) in toolbar Search — see Tickets toolbar search. Portfolio lookups via AI Chat share the landlord tool catalogue — poll AI usage API (landlord_chat) when assistant volume spikes during turnover week. During turnover week, clear payment overdue alerts on arrivals or departures with Handling a Late Payment — Step 1 before key handover — scope unpaid move-ins by Bookings — Other filters tenant category or Tenants — Tenant category filter when portal rules differ by segment (Settings > Tenant categories). Section-to-doc pairing: Operations section cross-reference. Hub tab matrix: Modules — Module cross-reference.

Directory load failures

Tickets and Cash Flows each load their own ledger when you open the tab. When the first request for the active tab fails, that tab shows a red alert card — Failed to load tickets. or Failed to load cash flows. Please try again. — with optional server detail and Retry. Other Operations tabs (Overview, Check-in & Check-out, Schedule) are unaffected — switch tabs or retry on the failing tab after connectivity recovers.

A successful fetch with zero rows for your filters is the normal empty state, not this error. See Glossary — Directory list load failures and FAQ — list page load failures.

Mobile and narrow layouts

Operations uses two mobile patterns — do not confuse them:

Pattern	When it applies	What changes
Narrow viewport	Browser width below 768px (any device)	Operations shows a fixed bottom tab bar instead of the desktop pill strip; floating + for quick ticket or cash-flow entry. Other modules keep their normal narrow-layout drawer (unless the phone-only rule below also applies).
Phone-only shell	Actual mobile phone user agent (iPhone, Android phone, etc.) and Operations module permission	Route guard sends non-Operations URLs to `/operations`; the mobile menu lists Operations only. iPads/tablets and desktop browsers snapped narrow are not locked this way.

Phone-only operations shell

When both conditions above match, field staff get a reduced shell focused on operational work:

Behaviour	Detail
Route guard	Navigating to Dashboard, Listings, Bookings, or other modules redirects to `/operations`. Exceptions: `/settings/support` and `/settings/support/:ticketId` still open for Support deep links.
Sidebar	The mobile menu lists Operations (not the full desktop nav). Account and Logout remain at the bottom; a compact language control sits beside Logout.

Bottom tab bar (narrow viewport)

On viewports below 768px, inside Operations:

Control	Detail
Tab switching	Bottom tab bar for Overview, Tickets, Check-in & Check-out, and Cash Flows.
Quick add	Floating + on Tickets opens New ticket; on Cash Flows it opens Add cash flow.
Schedule	Not on the bottom bar — use desktop width or bookmark `/operations/schedule` (Vivin internal only).

Walkthrough (mobile phone): open /bookings → redirect to /operations, then switch the bottom tabs (Overview, Tickets, Check-in & Check-out, Cash Flows).

Roles without Operations permission keep the standard mobile drawer (subject to each module’s own access rules) and are not locked to /operations. Troubleshooting when field staff expected Bookings or Finance on a phone: FAQ — Phone shows Operations only and Glossary — Operations-only phone shell.

On mobile layouts where the full drawer is available, you may also see Install app at the bottom of the menu (home-screen PWA shortcut). That is separate from the Operations-only redirect — it does not unlock desktop modules on a phone. See Getting Started (narrow viewports) for install prompts, dismiss timing, and routes where prompts are suppressed (/login, /reset-password).

It brings together maintenance tickets, check-in/check-out planning, and operational cash flows so your team can manage work from one place. Those tickets are your organisation’s operational tasks on the portfolio — not Vivin support tickets to the Vivin product team (those live under Account Settings when your role has the Support permission).

Operations Overview Dashboard

Overview tab

Pair with other Operations sections

Overview KPI cards pair with Dashboard and Analytics — Maintenance tab; segment weak metrics with Finance — Tenant category filter — Portfolio KPI review — Step 5. Full pairing matrix: Operations section cross-reference.

The default /operations view is an operational dashboard for maintenance and turnover planning. It combines ticket health, arrival/departure counts, and workload breakdowns in one scrollable page.

KPI cards (top row)

Four compact cards sit in a 2×2 grid on the left (same visual pattern as the Dashboard KPI row). Each card is clickable and jumps to the relevant tab with a sensible preset:

Card	Headline	Subtitle (typical)	Opens
Open Tickets	Count of non-closed tickets	Critical/high split, or unassigned count	Tickets tab
Overdue	Tickets past due date	Average days late, or “No overdue tickets”	Tickets tab (overdue context)
Check-ins	Arrivals today	Tomorrow’s count, or This week total when tomorrow is zero	Check-in & Check-out tab (check-in view, today filter)
Check-outs	Departures today	Same subtitle pattern as check-ins	Check-in & Check-out tab (check-out view, today filter)

Hover each card’s info icon for the in-app definition. Open Tickets and Overdue are derived from the ticket list loaded for the Overview (open = not Completed or Cancelled). Check-ins and Check-outs use a server-side operations stats payload (bookings plus short-term iCal-style stays where applicable); canceled bookings are not counted in those arrival/departure buckets.

Cached check-in/out counts

Check-in and check-out headline numbers are served from the same precomputed cache pattern as Dashboard and Sales overview stats (refreshed on a short staggered schedule and invalidated after relevant mutations). They are meant to match the Check-in & Check-out tab for the same account; if you just changed a booking, allow a moment or refresh before comparing card totals to a filtered export.

Ticket volume trend

To the right of the KPI grid, Ticket Volume Trend plots created vs closed tickets over time. Toggle Week (last 12 weeks) or Day (last 30 days). When closed exceeds created in a period, your backlog is shrinking for that window.

Lower panels

Below the first row, Overview continues with:

Staff Workload — open tickets per assignee (plus an Unassigned line)
By Priority and By Category — distribution of open work
Activity — a scrollable recent ticket timeline (see below)

Activity panel

The Activity card in the lower row is a read-only feed of the latest maintenance-ticket events across the portfolio (respecting the same property scope as the rest of the Overview until you change Other filters). Hover the panel’s info icon for the in-app definition.

Each row shows the ticket title, property (internal name when available), an optional actor line (who opened, assigned, or commented), and a relative time. Events are drawn from each ticket’s timeline when the API returns it; otherwise the product falls back to created / closed timestamps only.

Event kind (product data)	What you typically see in the list
Created	Ticket opened (with opener when known)
Closed	Ticket completed or cancelled
Status changed	Workflow move (for example Open → In Progress)
Assigned	Assignee added or changed
Comment	New message on the ticket thread
File added	Attachment uploaded on the ticket

The feed keeps up to 30 events, newest first, grouped under Today, Yesterday, or a calendar date. The list scrolls inside the card (about 240px tall on desktop) so long histories do not stretch the page. When nothing matches the current filters, the panel shows No recent activity — widen property scope or create ticket activity on the Tickets tab, then return to Overview.

Operations Overview — Activity panel with grouped recent ticket events (opens, status changes, assignments, comments)

Capture re-verified 2026-06-11 13:12 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/capture-operations-overview-activity.ts).

Walkthrough: on Overview, scroll to Activity, then scroll inside the timeline to scan recent ticket events (opens, status changes, assignments, comments).

Use Filters in the Operations tab bar to open the shared Other filters drawer. Property is a multi-select built on the server-driven search picker: open the control, type to search buildings on the server (debounced), and scroll the menu for more matches in chunks — the same paged pattern as Finance → Other filters → Property and Utilities → Select properties. With an active query, internalName matches rank above address-only hits before pagination — see Glossary — Picker search ranking. Add one building at a time; the menu stays open until you dismiss it. The placeholder shows All properties or a count such as 2 properties. Selected buildings appear as removable chips inside the drawer (desktop) and on tab toolbars on mobile (for example the Tickets filter row). Property scope applies across Overview, Schedule (Vivin internal), Tickets, Check-in & Check-out, and Cash Flows until you clear selections — optional From / To dates in the same drawer further narrow Overview, Schedule, and Cash Flows. Export and deep ticket work still happen on the Tickets and Check-in & Check-out tabs.

Operations — Other filters drawer, Property & date section with paged property picker open after server search (example AA-11-5D)

Operations — Other filters drawer with a selected property chip under the Property control (example AA-11-5D; desktop drawer stays open)

Property picker capture refreshed 2026-06-13 02:00 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_PROPERTY_SEARCH=AA-11-5D npx tsx tools/capture-operations-other-filters-property-picker-screenshot.ts).

Property picker search-ranking capture refreshed 2026-06-17 17:05 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_PROPERTY_SEARCH=António npx tsx tools/capture-operations-other-filters-property-picker-search-rank-screenshot.ts).

Property chip-in-drawer capture refreshed 2026-06-13 05:12 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_PROPERTY_SEARCH=AA-11-5D npx tsx tools/capture-operations-other-filters-property-chips-drawer-screenshot.ts).

Schedule tab (Vivin internal)

Pair with other Operations sections

Schedule pairs with Listings — Maintenances tab for property-level maintenance context and Deep Links — Operations for Vivin-internal bookmark routes. Full pairing matrix: Operations section cross-reference.

The Schedule tab (/operations/schedule) is available only when you are signed in with a Vivin internal operator account (the same rule as AI Assistant). Customer property managers and other tenant accounts do not see this tab; opening the URL directly is redirected back to the Operations overview.

It is a desktop-first timeline: maintenance tickets are grouped by property on the vertical axis, and each ticket is drawn as a horizontal bar across calendar days. The horizontal range starts from the ticket’s Schedule date when set, otherwise Scheduled at or Created at, and runs through the due date (or due at) when the ticket is still open, or through Closed at when it is completed or cancelled. Overdue tickets use a stronger warning tint; closed or cancelled tickets render in a muted grey. A coloured dot on each bar reflects priority (Critical, High, Medium, Low). Click a bar to open the same ticket detail sidebar used on the Tickets tab.

Toolbar

Today — scrolls the grid so the current date is centred when possible.
Day / Week — switches column width on the horizontal axis (pill control in the grid header, beside Today):

Mode	Column width	Best for
Week	~34px per day (default)	Scanning several months of ticket bars across many properties at once
Day	~80px per day	Aligning due dates, schedule dates, and Today when bars overlap on the week zoom

The grid covers roughly six months in the past through eighteen months ahead so you can plan seasonal work and long lead times. Use Filters in the Operations tab bar (same property scope as other tabs) to limit the chart to specific buildings when portfolios are large.

Schedule on phones

The Schedule tab is listed in the desktop tab strip for Vivin internal users. On narrow viewports, the bottom navigation used for Operations does not include Schedule — use a tablet or desktop width, or bookmark /operations/schedule, when you need this view in the field. See Mobile and narrow layouts for the full operations-only phone experience.

Operations Schedule tab — Week view with property rows, ticket bars across the timeline, priority legend, and Today / Day / Week controls

The capture above uses Week mode at desktop width (~1536px): each horizontal bar is a ticket on the property row, coloured by priority (see the legend). Use Today to centre the grid on the current date, then switch to Day when you need wider columns for overlapping bars on the same property row.

Screenshot freshness

Schedule Week + Day captures re-verified 2026-06-17 07:12 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_PROPERTY_SEARCH=AA-11-5D npx tsx tools/capture-operations-schedule-screenshots.ts). Capture script scopes Day / Week to the Schedule grid (not other Operations zoom pills) and includes the legend + ticket bars. Property scope is narrowed to example building AA-11-5D via Filters so the grid stays publication-clean.

Operations Schedule tab — Day view with wider day columns, Today centred, and ticket bars on a single property row (example property AA-11-5D)

Day mode (~80px per column) makes due dates and overlapping bars easier to read on one property row. Combine Filters → Property with Day when a large portfolio would otherwise show clone or test rows you do not want in screenshots or planning handoffs.

Walkthrough: open Schedule, use Today and Week, click a ticket bar to open Ticket details, then switch Day / Week zoom before closing the sidebar.

Tickets Tab

Pair with other Operations sections

Tickets pairs with Bookings — Tickets tab for booking-linked work and Settings > Categories — Tickets for taxonomy — see Glossary — Draft ticket (display status). Full pairing matrix: Operations section cross-reference.

The Tickets tab is a full maintenance management system. You can create, assign, and track tasks for any operational need: cleaning, repairs, inspections, tenant requests, and more.

Tickets Overview

Understanding the Ticket List

Each ticket in the list shows:

Title and description of the task
Property and unit it relates to
Priority (Low, Medium, High, Critical)
Category (e.g., Cleaning - Check-in, Plumbing, Electrical)
Assigned team member
Status (Unassigned, Open, In Progress, Completed, Cancelled, Duplicate — plus Draft in the list UI; see below)
Due date and optional Schedule date (when the work is planned to start)

In product data and API payloads, Completed is stored as closed.

Draft status (far-future schedule dates)

The Tickets tab can show a Draft badge on rows that are still Unassigned or In progress in the database but have a Schedule date more than 30 days in the future. This is a display-only label so long-lead work (for example seasonal deep cleans or move-in prep booked months ahead) does not look like an open operational queue item before it is actionable.

What you see	What it means
Draft badge on the row	Schedule date is 30+ days ahead; hover the badge for Scheduled 30+ days ahead — shown as Draft. Will become active as the date approaches.
Draft summary card / status pill	Count of tickets in that far-future bucket; card title explains they are not yet actionable
Underlying status in the sidebar	Still the saved workflow value (Unassigned or In progress) until you change it — Draft is not a separate API status you assign manually
Status filters and KPI cards	The Draft, Unassigned, In progress, and related summary pills filter and count tickets by this display status, not the raw database value alone — a ticket saved as Unassigned with a schedule date 30+ days ahead appears only under Draft, not Unassigned, until the date moves inside the window

The capture shows the Draft KPI card (count of tickets with a Schedule date 30+ days ahead) in the same status strip as All, Unassigned, and In progress. Click the card to filter the table to that bucket; individual rows still show a Draft badge in the Status column when the schedule date qualifies, even though the saved workflow status remains Unassigned or In progress.

As the schedule date moves inside the 30-day window, the row returns to showing the real status (Unassigned, In progress, and so on). Use Schedule date when creating or editing a ticket if you want this behaviour; tickets without a schedule date are never shown as Draft.

You can filter the ticket list from the main toolbar (property, status, assignee, priority, category, and search) to focus on what matters most to your team right now — include the Draft status pill when you want to review only far-future scheduled work. Status pills and the KPI strip share one display-status rule on the server (long-scheduled Unassigned / In progress rows bucket as Draft), so the row count on a pill always matches the tickets you see after the list reloads — you do not need a second client-side filter to reconcile badges with the table.

Walkthrough: click the Draft KPI card on Operations → Tickets, review filtered rows with Draft badges, then open a ticket sidebar to confirm the underlying workflow status and Schedule date.

Draft filter walkthrough recorded 2026-06-20 14:08 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/record-operations-ticket-draft-filter-mp4.ts). See also Glossary — Draft ticket (display status).

The debounced Search box on Operations → Tickets is sent to GET /maintenance/page (same filter set as Export and the status summary cards). Matches are case-insensitive substrings on:

Field	Examples
Ticket ID	Sequential id shown on the row (for example `S259`, `T27`) — added in #2074
Title	Subject line you typed when creating the ticket
Description	Body text in the ticket sidebar
Category	Maintenance category value (for example `cleaning_check_in`)
Property internal name	Building label on the ticket row
Unit internal name	Listing label on the ticket row (for example `AA-11-5D-R2`)
Listing room number	Room number stored on the ticket’s listing snapshot

When several fields match, unit / room hits and property internal name hits share the top relevance tier (#2089) — paste a unit code to surface room-scoped work first, or paste the building code when the task applies to shared space. Matches on title, description, or category alone rank below those unit/property hits. Property-level tickets (for example common area categories with no unit on the row) still match Property internal name and are no longer buried after every unit ticket on the first page. With an active Property filter chip and the default column sort, building-scoped rows (listingId null) float to the top of that property’s slice; choosing an explicit column sort (for example Title) orders purely by that column instead. On the row, property-level work shows the building internal name only in the location column (no -R / room suffix); unit-scoped tickets show a listing code such as AA-11-5D-R39 before the property name. Paste the full ticket ID (prefix + number, for example S259) when support or email references #S259 — partial numeric-only queries can match unrelated rows.

Ticket ID search capture added 2026-07-07 20:07 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_TICKET_ID=S259 npx tsx tools/capture-operations-tickets-search-id-screenshot.ts). Property-level row capture added 2026-07-08 16:10 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_PROPERTY_SEARCH=AA-11-5D npx tsx tools/capture-operations-tickets-search-property-level-screenshot.ts). See FAQ — Find a ticket by its ID and Glossary — Directory search ranking.

Not in Tickets toolbar Search

Tenant note and Resolution description are not in the server search index — narrow with Property filters, paste the ticket ID, or scan title / description instead.

Open Filters in the Operations tab bar to use the Other filters drawer for finer control on the Tickets tab (property scope is shared with other Operations tabs — see Overview):

Property (multi-select) — add buildings one at a time; clear individual selections from the dropdown or use Clear all filters at the bottom of the drawer. The property list uses natural numeric sort on internal names (for example Room 2 before Room 10). Selected buildings appear as removable chips inside the Other filters drawer (desktop) and on the Tickets toolbar (mobile).

Operations Tickets — mobile toolbar with removable property filter chip after Other filters (example property AA-11-5D)

Property filter chip capture refreshed 2026-06-11 12:06 UTC (VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/capture-operations-tickets-property-filter-chips.ts).

Optional created date range (From / To) in the Property & date block
Source — for example all tenant-originated channels, Tenant Portal, Chatbot, Property manager, or tickets created by automatic check-in/out or automatic recurring rules
Category (from your account’s ticket categories in Settings) and Responsible (assignee)
Overdue only — show tickets whose due date is before today

Operations Tickets — Other filters drawer with Overdue only enabled

The capture shows the drawer title Other filters, the Property & date block, and the Ticket filters section including Overdue only (with the toolbar Overdue chip active on the list behind the drawer).

Operations — Tickets tab with status summary cards, toolbar, and ticket table

Tickets list overview re-captured 2026-06-21 21:12 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/capture-operations-tickets-list-screenshot.ts).

Due dates in the list use human-friendly labels where it helps — for example Today, Tomorrow, Yesterday, or an overdue count — so the queue is easy to scan without reading raw dates.

Tickets list loading (infinite scroll)

The ticket table is server-paged like Listings and Bookings: the first request loads about 10 rows, and scrolling near the bottom fetches the next batch (about 5 rows per request). A small loading line appears under the table while the next page is in flight.

Behaviour	Detail
Filters and search	Toolbar pills, Other filters, and debounced Search are sent to the server on every change — the list resets from the first batch when you adjust them.
Sort	Column sort (for example Due, Created) is also server-side; changing sort reloads from the top.
Status summary cards	The All, Unassigned, Draft, In progress, and related KPI pills at the top use server-side counts for the current filter set — they stay accurate even when you have not scrolled through every loaded page yet.
Export	CSV / Excel downloads the full filtered ticket set from the server — not only the rows already scrolled into the on-screen list (see the export note below).

Load failures — When the first tickets request fails, the tab shows the module-level directory load failure card instead of an empty table. See Glossary — Directory list load failures.

Users without See all maintenances still see only tickets assigned to them; the same infinite-scroll rules apply to that scoped list.

Use Export on the Tickets toolbar to download whatever matches your current filters, search, and sort — not only the tickets visible in the first on-screen page.

Open Export, then choose CSV or Excel (.xlsx). Vivin loads the full filtered ticket set from the server when you start the download (including closed and cancelled tickets that match the filter), then builds the file once that data is ready. On large accounts you may see a brief Exporting… state on the button while the export fetch runs; the on-screen list itself stays paginated for everyday browsing. Downloads use a dated filename: vivin-tickets-YYYY-MM-DD.csv or vivin-tickets-YYYY-MM-DD.xlsx. If nothing matches the current filters, the app shows a no data warning instead of an empty file.

Each row includes the main ticket fields (for example ID, title, description, status, priority, property, unit, category, assignee, due date, schedule date, tenant note, resolution description, overdue yes/no, created, and closed timestamps — with column labels following your interface language.

Creating a Ticket

Click + New ticket to open the ticket creation modal.

Add Ticket Modal

Fill in the following fields:

Title — a short, descriptive name for the task
Property and Unit — where the task needs to be done. Both pickers are server-paged: open Property to search and scroll for buildings (large portfolios load in batches instead of one dropdown dump). After you choose a property, Unit lists only that property’s listings with the same search-and-scroll pattern. Common area ticket categories hide Unit because the task applies to shared space, not a single listing.
Category — the type of task (configured in Settings > Categories > Tickets)
Priority — Low, Medium, High, or Critical
Assigned To — the team member responsible
Due Date — when the task must be completed
Description — detailed instructions or notes for the assignee

Click Submit to create the ticket. The assigned team member will receive a notification.

Click any row in the Tickets table (or a bar on the Schedule timeline) to open the Ticket details panel on the right. This is where operators edit the live ticket — distinct from Vivin support tickets under Account Settings.

The sidebar typically includes:

Header — title, source (tenant portal, chatbot, property manager, automatic check-in/out, and similar), and created / closed timestamps
Inline fields — status, priority, category, assignee, property and unit, due date, schedule date, and description
Cost allocation — split repair or service cost across Owner, Tenant, and Internal buckets, link operational cash flows, and review totals before you save (see Linking cash flows to a ticket below)
Tenant note — optional free-text note visible to the tenant when the ticket originated from or is shared with the tenant portal (placeholder: Note visible to tenant). Use it for instructions or status the tenant should read on the portal.
Resolution description — optional internal-only note for how the issue was resolved (placeholder: Internal note — not visible to tenant). Record vendor names, root cause, or handover context for your team without exposing it on the tenant-facing side. Not included in the Tickets toolbar search index.

Tenant note vs resolution description

Tenant note is the only free-text field on the ticket that tenants may see when the ticket is shared with the portal. Resolution description never appears on the tenant side — use it for internal handover, vendor references, or root-cause notes your team needs after close.

Files — attach photos or documents; use Add file for evidence
Timeline — chronological audit trail for this ticket (newest first). Each row is a plain-language line from the ticket’s change log (for example Ticket created by …, status or priority updates, assignee changes, and comment-related events) with a locale-formatted timestamp. The Tickets list API omits these entries for performance — open the ticket sidebar (or refresh after an edit) so the detail request loads entityChangeLogEntries. When nothing is logged yet, the panel shows No activity recorded yet.

Operations — Ticket details sidebar, Timeline panel with change-log rows and timestamps

The capture shows a ticket with multiple logged events (creation, status or assignee updates, and related workflow lines). Scroll the sidebar to Timeline after opening a row — it sits below Files and above the sticky Update control. When a ticket has no change-log rows yet, the panel shows No activity recorded yet. instead of an empty list.

Capture refreshed 2026-06-11 17:11 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/capture-operations-ticket-timeline-screenshot.ts).

Unit search capture refreshed 2026-06-13 18:25 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_UNIT_SEARCH=AA-11-5D-R6 npx tsx tools/capture-operations-tickets-search-unit-rank-screenshot.ts). See Glossary — Directory search ranking.

Linking cash flows to a ticket

The Cost allocation panel in the ticket sidebar connects maintenance work to the Cash Flows ledger:

Control	Purpose
Allocation	Dropdown — classify who bears the cost (Owner, Tenant, Internal, and other values configured for your account).
Hours	Optional labour hours (stepper + free-text field) for time-based jobs.
Total amount	€ headline on the right — when one or more cash flows are linked, this is the signed net of those rows (inflows add, outflows subtract). When nothing is linked yet, the figure follows the ticket’s stored total.
+ Add cash flow	Opens Add cash flow with this ticket pre-selected (`maintenanceRequestId` filled). Save the new expense from the modal; it appears in the linked list and on the Cash Flows tab.
Linked rows	Each linked entry shows category (amber chip), date, and amount (green for inflow, red for outflow). Click a row (or press Enter / Space when focused) to open the same Cash flow detail sidebar used on the Cash Flows tab — preview attachments, edit fields, or review payment method without leaving the ticket.
Info icon on a row	Hover or focus the i control for a tooltip with type, payment method, supplier, description, and attachment count.

Linked cash flows persist on the ticket record. The Tickets list API may omit full cashflows arrays for performance — opening the ticket sidebar (or refreshing after you add a link) loads the complete set from GET /maintenance/:id.

Operations — Ticket details Cost allocation panel with linked cash flow row and signed total

Linked cash flow capture refreshed 2026-06-20 13:06 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/capture-operations-ticket-cashflow-linking-screenshot.ts — docs account ticket HVAC filter replacement on AA-11-5D-R6 with supplier outflow €84.50).

Walkthrough: open a maintenance ticket, review Cost allocation with a linked cash flow row and signed total, then click the row to preview the cash flow detail sidebar.

Use the sticky Update control at the bottom to persist edits. Closing the panel returns you to the list without leaving the Operations module.

Screenshot freshness

Ticket detail sidebar overview refreshed 2026-06-17 05:10 UTC (capture-docs-enrichment-media.ts). Tenant note / Resolution description captures remain from 2026-06-12 10:15 UTC (capture-operations-ticket-notes-screenshot.ts).

Operations — Ticket details sidebar with status fields, cost allocation, and Update action

Operations — Ticket details sidebar scrolled to Tenant note and Resolution description fields

Operations — Ticket details sidebar with Resolution description field focused (internal-only)

Managing Ticket Priority

Priority levels have configurable default deadlines set in Settings > Preferences > Tickets Priorities. For example, Critical tickets might have a 1-day deadline while Low tickets might have 7 days. The system uses these defaults when you create a ticket, but you can always set a custom due date.

Cost Tracking

Each ticket supports cost tracking from report to resolution:

Record the cost of repairs or services directly on the ticket.
Attach photo evidence and notes for full context.
Track the workflow status from initial report through to completion.
View cost history per property or vendor for budget planning.

Business Rule

Tickets without an assignee appear in the Unassigned tab on the Dashboard. Managers should review unassigned tickets daily and delegate them promptly.

Automatic Ticket Creation

You can configure the system to automatically create tickets when check-ins or check-outs occur for a property. This is set up in the Maintenances Tab of the Property edit view (see Maintenances Tab).

For example, you might configure an automatic "Pre-arrival Cleaning" ticket to be created 2 days before every check-in, assigned to your cleaning team with High priority.

Per-booking opt-out (#1140)

On Add booking, operators can skip automatic CI/CO tickets for one reservation without changing the property rule — turn off Use unit contract rents and other contract details on the rent step, then uncheck Create check-in ticket and/or Create check-out ticket. See Glossary — Per-booking maintenance ticket opt-out and Bookings — Creating a New Booking.

Check-in & Check-out Tab

Pair with other Operations sections

Turnover rows pair with Managing a Check-in / Managing a Check-out; clear payment overdue before key handover — scope by Bookings — Other filters tenant category or Tenants — Tenant category filter. Full pairing matrix: Operations section cross-reference.

The Check-in & Check-out tab provides a chronological list of tenant arrivals and departures across your portfolio, grouped by event date. Use the Check-ins / Check-outs pills at the top of the list to show only arrivals or only departures (counts on each pill reflect your current search, responsible filter, and date quick filter). Each row shows tenant, property/unit, scheduled date and time, responsible assignee, guest count, turnaround gap (when a same-unit check-out precedes a check-in), and whether a check-in/out email was sent.

Before you hand over keys or release a deposit, confirm unpaid move-in or departure-week charges are not still open — payment overdue rows on /notifications row-click into the related booking; continue with Handling a Late Payment — Step 1 or open Bookings → Payment Plan from the row. When the blocker is a security deposit shortfall (Partial Paid on depositStatus), also triage on Finance → Deposits — see Glossary — Deposit lifecycle status.

Check-in & Check-out tab — date quick filters, search, responsible filter, Filters, and Export on the toolbar

Check-ins only — weekly arrival planning with Next 7 days (same framing as Managing a Check-in):

Operations — Check-in & Check-out tab, Check-ins pill with Next 7 days and grouped arrival rows

Empty Next 7 days on Check-ins

If Check-ins + Next 7 days shows no rows, widen the horizon with Custom (for example the next 14 or 30 days) or switch to Check-outs to review departures in the same window.

Check-in/out planning captures re-verified 2026-06-15 03:09 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL npx tsx tools/capture-operations-check-in-out-views.ts — Check-ins, Check-outs, and workflow alias PNGs refreshed). Script captures Check-outs first so /app-loader/operations/check-in-outs hydrates before the Check-ins pill runs.

The alias workflows-operations-check-in-out-planning-view.png is kept for workflow pages that reference the same framing.

Check-outs only — departure planning with Check-outs + Next 7 days (same toolbar as check-ins; rows show move-out dates and turnaround context). Use this pill when you are running the Managing a Check-out workflow instead of mixing arrivals and departures in one list.

Operations — Check-in & Check-out tab, Check-outs pill with Next 7 days and grouped departure rows

Empty Next 7 days on Check-outs

If Check-outs + Next 7 days shows no rows, your portfolio may simply have no departures in that window — widen the horizon with Custom (for example the next 14 or 30 days) or switch back to Check-ins to compare same-day turnovers on shared units. Short-term iCal imports can surface as pseudo Booking.com Reservation (or similar) departure rows even when no mid-term booking check-out exists in the window — see Glossary — Short-term iCal pseudo check-in/out. Export still downloads whatever slice your filters match.

For each event, you can see:

Tenant name and email
Property and unit (listing)
Event type (Check-in or Check-out)
Scheduled date and time (when recorded on the booking)
Responsible assignee for the handover
Turnaround — hours between a prior check-out and the next check-in on the same unit (when applicable)
Platform — short-term channel when relevant

This view is the primary coordination tool for your operations team. Use it to:

Plan cleaning schedules — identify which units need preparation before an arrival
Coordinate key handovers — ensure someone is available to meet each tenant
Spot back-to-back bookings — units with a check-out and a check-in on the same day require same-day turnover coordination (cleaning, keys, deposit timing on departure); see FAQ — How do I handle same-day turnovers?

Control	Purpose
Search	Matches tenant name, unit (listing) name, tenant email, or property internal name (client-side on the loaded slice; debounced). See Check-in & Check-out toolbar search.
Responsible	Multi-select team members assigned to the event.
Today / Tomorrow / Next 7 days / Custom	Limits which event dates appear in the list; Custom opens a from–to range picker.
Filters	Opens the Other filters drawer (property scope and check-in/out-specific toggles below).
Export	Downloads the currently filtered rows as CSV or Excel.

Other filters (Check-in & Check-out)

Open Filters in the tab toolbar. The drawer title is Other filters. Property uses the same multi-select control as other Operations tabs (see Overview). Besides property scope, the Check-in & Check-out section includes:

Filter	Options	Use when
Stay type	All, Mid-term, Short-term	Focus on long-stay vs iCal/short-stay bookings.
Explicit event date	All, With, Without	Find bookings that have (or lack) a stored check-in/out date on the reservation.
Scheduled time	All, With, Without	Find events with (or without) a scheduled time of day.
Assigned responsible	All, With, Without	Queue handovers that still need (or already have) a responsible assignee.

Active drawer choices combine with search, responsible chips, and the date quick filter. Use Clear all filters at the bottom of the drawer to reset drawer-only fields.

Operations Check-in & Check-out — Other filters drawer with Stay type Mid-term selected

Operations Check-in & Check-out — Other filters drawer with Stay type Short-term selected (iCal pseudo rows such as Booking.com Reservation visible in the list)

Short-term filter capture refreshed 2026-06-15 07:12 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_STAY_TYPE=short_term_ical npx tsx tools/capture-operations-check-in-out-other-filters-stay-type-screenshot.ts). Use Short-term when reconciling channel-only calendar blocks with Sales > Multicalendar or unit calendars — see Glossary — Short-term iCal pseudo check-in/out.

Export

Use Export on the Check-in & Check-out toolbar when you need a spreadsheet of the same slice you are reviewing (view toggle, search, responsible filter, date quick filter, and Other filters all apply before download).

Open Export, then choose CSV or Excel (.xlsx). Filenames are operations-check-in-out-YYYY-MM-DD.csv or operations-check-in-out-YYYY-MM-DD.xlsx. If nothing matches the current filters, the app shows a no data warning instead of an empty file.

Typical export columns include Type, Tenant, Tenant Email, Listing, Date, Time, Responsible, Guest Count, Turnaround, Email Sent, and Platform.

tip

Review this tab at the start of each week: set Next 7 days (or Custom for your planning window), scan Turnaround for same-day turnovers, then Export for offline handoff to cleaning or front-desk partners.

The debounced Search box filters the currently loaded check-in and check-out rows (after your date quick filter and Other filters). Matches are case-insensitive substrings on:

Field	Examples
Tenant name	Display name on the handover row
Tenant email	Contact email on the booking
Unit / listing name	Internal listing label (for example `AA-11-5D-R2`)
Property internal name	Building label when the property name matches

When several fields match, unit / listing name hits are ranked above tenant name or email, and tenant hits above property-only matches — paste a unit code to surface the right handover first within each date group. See Glossary — Directory search ranking.

Unit search ranking capture refreshed 2026-06-13 17:20 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_UNIT_SEARCH=AA-11-5D-R6 npx tsx tools/capture-operations-check-in-out-search-unit-rank-screenshot.ts). See Glossary — Directory search ranking.

Cash Flows Tab

Pair with other Operations sections

Operational expenses here are not tenant receipts — reconcile tenant payments in Finance; categorize lines with Settings > Categories — Cash flows. Full pairing matrix: Operations section cross-reference.

The Cash Flows tab (also called Operational Cash Flows) tracks day-to-day operational expenses that are not tied to a specific booking — for example, supplies purchases, contractor invoices, building repairs, or administrative costs.

Operations Cash Flows List

Cash Flows list loading (infinite scroll)

The cash-flow ledger uses the same chunked pattern as the Tickets tab: about 20 rows load first, then about 5 more per scroll near the bottom of the table. A loading line appears under the list while the next batch fetches. Changing search, Other filters, or sort reloads from the first batch.

Load failures — When the first cash-flow request fails, the tab shows the module-level directory load failure card instead of an empty ledger. See Glossary — Directory list load failures.

Export on this tab writes only loaded rows — scroll through the full filtered list before downloading if your account has more cash flows than fit in the first few batches.

Each cash flow entry shows:

Title and description of the expense
Amount
Date
Property it relates to
Cost allocation category — how the expense is classified for reporting

The debounced Search box is sent to GET /cashflow/page (same filter set as the infinite list and Export). Matches are case-insensitive substrings on:

Field	Examples
Unit / listing name	Internal listing label stored on the cash flow (for example `AA-11-5D-R2`)
Title	Short label you typed when creating the entry
Description	Longer notes in the cash flow sidebar
Property internal name	Building label on the row

When several fields match, unit / listing name hits are ranked above title, description, or property-only matches — paste a unit code to surface expenses tied to that room first. See Glossary — Directory search ranking.

Unit search ranking capture refreshed 2026-06-13 17:21 UTC (VIVIN_DOCS_BASE_URL=http://localhost:5173 VIVIN_DOCS_RECORD_API=$VITE_API_BASE_URL VIVIN_DOCS_UNIT_SEARCH=AA-11-5D npx tsx tools/capture-operations-cashflows-search-unit-rank-screenshot.ts). See Glossary — Directory search ranking.

Comprehensive Cash Flow Dashboards

The Cash Flows tab provides detailed financial visibility:

Per property, unit, or portfolio — track every euro in and out in real time.
Detailed cost allocation — assign operational expenses (maintenance, cleaning, supplies, contractor fees) to specific properties, units, or tenants.
Supplier and contractor cost history — track spending per vendor over time for better negotiation leverage.
Exportable reports — generate cash flow statements and cost reports for owners, investors, and accountants.

Use Export on the Cash Flows toolbar the same way as on tickets: pick CSV or Excel (.xlsx). The download reflects current filters and sort on the tab and includes every row the infinite list has loaded so far (see Cash Flows list loading). Filenames are cashflows-YYYY-MM-DD.csv or cashflows-YYYY-MM-DD.xlsx. If nothing is loaded yet, you get a no data warning instead of a file.

Spreadsheet columns typically include Date, Description, Category, Supplier, Property, Created by, Method, Type, and Amount (outflows appear as negative amounts in the export).

Cost Allocation

When you create or edit a cash flow entry, you can assign it to a cost allocation category:

Cash Flows Cost Allocation Dropdown

Cost allocation allows you to categorize operational expenses for reporting purposes. For example, you might create categories like "Cleaning Supplies," "Plumbing Repairs," "Administrative," or "Insurance." This makes it possible to generate reports showing where your operational budget is being spent.

Business Rule

Cost allocation categories are configured in Settings > Categories > Others Items Categories. Create your category structure before adding cash flow entries so that all expenses are consistently classified.

Adding a Cash Flow Entry

To record an operational expense, click + New Cash Flow and fill in:

Title — what the expense is for
Amount
Date of the expense
Property — which property this expense belongs to
Cost Allocation — the expense category
Notes — any additional context
Attachments — upload receipts or invoices for record-keeping

Cash Flow Detail Modal

Attaching Documents to a Cash Flow

Every cash flow entry supports file attachments — use this to keep receipts, contractor invoices, and supplier quotes directly alongside the expense record. Click the Attachments section within any cash flow entry to upload files:

Cash Flow Attachments

Having receipts attached directly to each cash flow entry makes audits, owner reports, and expense reconciliation significantly easier — everything is in one place.