Maintenance request logging and ticket assignment

**Purpose**

1. To digitize maintenance request submissions from staff, track statuses, and assign tickets to the appropriate facilities or repair personnel automatically for prompt resolution and compliance.
2. To centralize all maintenance issues, reduce downtime, and maintain clear communication with stakeholders (e.g., store managers, facilities teams) regarding repair requests in adult retail environments.

**Trigger Conditions**

1. Staff submits a maintenance request via form, SMS, email, or internal dashboard.
2. Anomaly sensing via IoT devices triggers automatic ticket creation.
3. Regular facility inspection reports detect issues requiring intervention.

**Platform Variants**

3.1. ServiceNow
• Feature/Setting: Incident Management API; Configure "Create Incident" endpoint for incoming requests.
3.2. Freshdesk
• Feature/Setting: Tickets API; Set up automated ticket creation from inbound channels.
3.3. Jira Service Management
• Feature/Setting: REST API Tickets Endpoint; Add "Create Issue" automation for maintenance category.
3.4. Zendesk
• Feature/Setting: Support Tickets API; Configure trigger on new email or form submission.
3.5. Salesforce Service Cloud
• Feature/Setting: Case Management API; Map store locations to assignment queues.
3.6. Microsoft Power Automate
• Feature/Setting: Flow for Forms/Mail to SharePoint/Ticketing system.
3.7. Google Forms + Google Apps Script
• Feature/Setting: Script sends form submission data to email or third-party APIs.
3.8. Slack
• Feature/Setting: Workflow Builder + Incoming Webhooks for auto-posting requests to ticket systems.
3.9. Trello
• Feature/Setting: Butler Automation; Create a card from new request and assign based on tags.
3.10. Monday.com
• Feature/Setting: Automations; Trigger item creation in a maintenance board from form or email.
3.11. Asana
• Feature/Setting: API endpoint for task creation with maintenance tag trigger.
3.12. Airtable
• Feature/Setting: Automations; New record triggers Zapier or integration scripts for assignment.
3.13. Ivanti
• Feature/Setting: Service Desk API; Automate ticket creation on maintenance event.
3.14. BMC Helix ITSM
• Feature/Setting: REST API call; “Create Incident” on new request input.
3.15. PagerDuty
• Feature/Setting: Events API v2; Trigger incident for urgent maintenance events.
3.16. SysAid
• Feature/Setting: Service Request API; Auto-log and assign tickets by site or category.
3.17. SolarWinds Service Desk
• Feature/Setting: Create Ticket endpoint; Link form submissions to support queue.
3.18. ManageEngine ServiceDesk Plus
• Feature/Setting: API for new requests; Predefine maintenance ticket templates.
3.19. Help Scout
• Feature/Setting: Conversations API; Auto-create “maintenance” tickets from store emails.
3.20. HubSpot Service Hub
• Feature/Setting: Conversations Inbox API; Route maintenance requests to a dedicated pipeline.
3.21. Twilio SMS
• Feature/Setting: SMS Webhook; Parse inbound texts, create support tickets via API relay.

**Benefits**

1. Rapid routing of issues to responsible parties for faster response.
2. Full audit trail, centralized dashboard, and real-time status updates for management.
3. Reduction in manual handling and loss of requests, ensuring all issues are logged and prioritized.
4. Integration flexibility allows matching with existing tech stack and scalable as business expands.
5. Data-driven analytics support for facility maintenance trends and informed decision-making.