District staff outlines new maintenance ticketing system to centralize work orders

Facilities staff presented a new maintenance ticketing system to centralize work orders and give requesters visible status updates.

Joe (Staff member, facilities) told the board the system converts emails to trackable tickets and routes them to him and two team members. "With this system, FCUSD is positioned for success," he said. He described an email address for requests (maintenance@susd.org), said administrators and office managers should submit requests on behalf of building staff, and showed an example ticket used during testing. Joe said the district has run the tool for several months, will add the groundskeeper and a newly filled Canyonville position to the user list, and estimated the internal cost at about $900 rather than the "thousands of dollars" a fully outsourced solution would cost.

Board members asked how users would interact with the system and whether it integrates with other district software. Joe said the user-facing interaction remains a simple email, and the ticketing interface is used by his staff; users receive automatic responses acknowledging receipt and an assigned support representative typically replies within 24 hours. He described prioritization and notification settings and said unresolved tickets will resurface in the queue so items do not get lost. "If it's not closed within a certain amount of time, it pops back up in the area," he said.

The board discussed expected benefits for routine maintenance, improved documentation for parts and recurring work, and ways to use the ticket history for scheduling preventive maintenance. There was no formal action recorded on the rollout; the presentation closed with staff offering follow-up training for administrators and custodial staff.