Vendor Stale Ticket Escalation
Stop silent stalls — nudge vendors and keep residents informed
Vendors go quiet. Residents get frustrated. This recipe detects stalled maintenance tickets, follows up with vendors on a schedule, escalates to backups when needed, and keeps residents informed with honest ETAs throughout.
INGREDIENTS
PROMPT
Create an OpenClaw recipe that detects and resolves stalled maintenance tickets: - After vendor assignment, monitor for response/status change - If stalled X business hours: send vendor follow-up with ticket context - If still stalled after Y hours: escalate to secondary vendor or PM supervisor - Send resident updates with realistic ETAs at every step - Include anti-spam limits and audit logging - Handle edge cases: phone-only vendors, parts backorders, scope disputes Vendor follow-up: "Reminder: Ticket #{{ticket_id}} ({{issue}}) at {{unit}} is waiting on schedule confirmation. Reply with ETA or available windows today." My PM system is: [AppFolio / Buildium / other]
How It Works
Once a ticket is assigned to a vendor, this recipe watches the clock. If no
response or status change comes within X business hours, it sends a follow-up.
Still nothing after Y hours? It escalates to a secondary vendor or PM supervisor.
The resident gets transparent updates at every step — including "still waiting on
the vendor" when that's the truth.
What You Get
- Auto-follow-up with vendors after configurable stall window
- Escalation to secondary vendor list or PM supervisor
- Resident updates with realistic ETAs (even "still pending")
- Anti-spam limits: bounded follow-up frequency
- Full audit log of every follow-up touch
- Special handling for parts backorders, phone-only vendors, and scope disputes
Setup Steps
- Connect your ticketing system, SMS/email, and vendor contacts
- Set stall detection windows per severity (e.g., Emergency: 2h, Urgent: 8h, Routine: 24h)
- Define your secondary vendor list per trade
- Configure anti-spam limits (max follow-ups per ticket)
- Set resident update frequency for long-running tickets
Tips
- Some vendors only answer the phone — create a "call vendor" task instead of messaging
- For parts backorders, change ticket state and schedule resident updates every N days
- Route scope or price disputes to an approval workflow before re-scheduling
- Keep follow-up messages short and action-oriented: "Reply with ETA or available windows"
- Review stall patterns monthly to identify unreliable vendors