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Response targets are the promises your team works to. Every issue is given a time to respond and a time to resolve, based on its priority and whether a tenant reported it, and Yorlet then tracks each issue against those deadlines. This is what powers the Overdue, Avg. resolution, and Resolved on time metrics on the Maintenance page. Tenant-reported work and internal work carry separate targets, because a tenant waiting at home is a tighter promise than a job your team scheduled itself.

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The two clocks

Each issue runs two clocks from the moment it is raised:
  • Respond within: How long your team has to pick the issue up. This clock stops at the first response.
  • Resolve within: How long your team has to get the work done. This clock runs until the issue is resolved.
Yorlet records the first response as soon as someone picks the issue up — either when it is assigned to a team member, or when its status moves out of Open. A tenant acting on their own issue never counts as your response. The issue page shows both deadlines under Response due and Resolution due, alongside the First response time once it has been recorded.

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Target statuses

Every issue carries a badge summarising where it stands:
  • On track: The issue is within its targets with time to spare.
  • At risk: The issue is close to its next deadline.
  • Breached: The response or resolution deadline has passed.
  • On hold: The clock is paused. Hover the badge to see the reason.
  • Met: The issue was resolved within its resolution target.
On the board, cards show the same information as a countdown instead, such as Due in 3 hours or 2 hours overdue.
Issues raised before you had any response targets have no badge, because there was no promise to measure them against. They are also left out of the Resolved on time metric.
To find work that needs attention, filter the table by SLA and choose Breached or On hold.

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Putting an issue on hold

Sometimes an issue cannot progress for reasons outside your team’s control, such as waiting on parts or on access to the property. Putting it on hold pauses both clocks so the wait does not count against you. To put an issue on hold, follow these steps:
  1. Open the issue.
  2. Click Put on hold.
  3. Optionally click Edit and add a Reason for the hold, such as “Waiting on parts”, so your team knows what it is waiting for.
Click Resume when work can continue. The time the issue spent on hold is added back to its deadlines, so your team keeps the time it had left when work stopped. While an issue is on hold it is left out of the Overdue, Avg. resolution, and Resolved on time metrics.
Resolving an issue automatically takes it off hold, and an issue that has already been resolved cannot be put on hold.

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Changing priority

Changing an issue’s priority applies the targets for its new priority. The deadlines are recalculated from when the issue was raised, not from when you changed it, so an urgent issue that was logged as low priority yesterday shows its true position straight away.

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Default targets

Until you set your own targets, Yorlet applies these defaults. Reported hours are the promise for tenant requests; internal work is given roughly double.

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Setting your own targets

Targets are set per priority for reported and internal work on the Response targets section of your maintenance settings. Changing a target applies to issues raised from then on, and to any existing issue whose priority you change afterwards.