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check_circle Completed warning Emergency · Resolved T-0313

Water leaking through ceiling from #105

Reported by Devon Park · 501 Birch St · Unit 104 · leak contained, vendor on-site

(503) 555-0177 · devon.park@example.com · 1BR · $1,500/mo · occupied through Feb 2027

Started
May 18 · 23:12
Resolved
May 19 · 00:04
52 min · call to contained
Time to handoff
6 min 07 sec
Call → vendor acknowledged
Interruptions avoided
1
Resolved without waking Jordan

Timeline

7 events
call

Inbound call received

personResident 23:12:04

Maintenance line · +1 (503) 555-0143 · caller matched resident record

dialpad

IVR · Path A selected

personResident 23:12:21

Resident pressed 1 → text + photo flow opened

image

Photo + description received

personResident 23:12:48

Resident reported an active ceiling leak spreading to the kitchen and hallway, source suspected from #105 above.

Resident-submitted photo of ceiling leak (IMG_0313.jpg)

IMG_0313.jpg · attached by resident

warning

Categorized EMERGENCY · water intrusion

boltWren · auto 23:12:51

Keyword "water through ceiling" + photo classification: active leak detected · escalation tree armed

sms

Safety message sent to resident

boltWren · auto 23:12:53

Instructed Devon to shut off water valve under sink if safe to do so

account_tree

Kicked off escalation tree

boltWren · auto 23:13:02

Tiered on-call ladder fired in order until someone took it.

  1. 1
    Jordan Mercermanagerclose
    Call → SMS · no answer after 5 min
    23:13
  2. 2
    Mike's Plumbingmaintenance contactcheck_circle
    Acknowledged · en route · SMS to (503) 555-0188
    23:18
  3. 3
    Alpha 24/7backup
    Not reached · not needed
    —
handyman

Vendor on-site · leak contained

handymanVendor 23:48:30 → 00:04:11

Mike's Plumbing on-site 23:48 · supply line burst under sink in #105 · shut off, contained. Damage report due in AM.

chat_bubble Resident thread · preview

6 messages · RCS
Hey Devon — Mercer Properties after-hours. We've got this and someone's on it right now. If you can do so safely, shutting off the water valve under the sink will help in the meantime.
Water coming through the ceiling, kitchen and hallway. From #105 above me??
Thanks — added it to the ticket. A technician has it and is on the way now.
… 3 more messages
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