{
  "orr_version": "1.0",
  "id": "Q-1204",
  "title": "AC dripping water, reopened",
  "context": {
    "location": "Tower 2, Apartment 1204",
    "area": "unit",
    "asset": "Split AC, living room",
    "reported_at": "2026-10-10T16:05",
    "reported_by_role": "resident",
    "symptom": "Water is dripping from the AC in the living room."
  },
  "work": [
    {
      "by": {
        "name": "Ravi Kumar",
        "company": "Bluepoint Cooling",
        "role": "AC technician"
      },
      "at": "2026-10-11T10:30",
      "done": "Cleared the blocked condensate drain, then ran the unit for 15 minutes and watched it: no leak during that time.",
      "diagnosis": "Blocked condensate drain.",
      "outcome": "resolved"
    },
    {
      "by": {
        "name": "Ravi Kumar",
        "company": "Bluepoint Cooling",
        "role": "AC technician"
      },
      "at": "2026-10-20T09:15",
      "done": "Revisit. The drain is clear, but the drain pan is cracked and leaks once it fills. Fitted a temporary tray and ordered a new pan.",
      "diagnosis": "Cracked drain pan.",
      "outcome": "temporary_fix",
      "follow_up_needed": true,
      "follow_up": "Fit the new drain pan when it arrives."
    }
  ],
  "checks": [
    {
      "by_role": "technician",
      "by_name": "Ravi Kumar",
      "at": "2026-10-11T10:50",
      "method": "test_run",
      "result": "Ran the unit for 15 minutes: no water leaked while watching.",
      "limits": "15 minutes only."
    },
    {
      "by_role": "coordinator",
      "by_name": "Lina Haddad",
      "at": "2026-10-11T14:00",
      "method": "photo_review",
      "result": "The technician's photo and test note are on file.",
      "limits": "Did not inspect the unit."
    },
    {
      "by_role": "technician",
      "by_name": "Ravi Kumar",
      "at": "2026-10-20T10:00",
      "method": "visual",
      "result": "A crack of about 4 cm in the drain pan, at the corner below the outlet.",
      "limits": "The temporary tray has not been watched over a full day."
    }
  ],
  "evidence": [
    {
      "type": "photo",
      "description": "The drain line after cleaning.",
      "taken_by": "Ravi Kumar",
      "taken_at": "2026-10-11T10:48",
      "reference": "Q-1204-drain.jpg"
    },
    {
      "type": "test_log",
      "description": "Technician's note: 15-minute test run, no leak seen.",
      "taken_by": "Ravi Kumar",
      "taken_at": "2026-10-11T10:50"
    },
    {
      "type": "photo",
      "description": "The cracked drain pan.",
      "taken_by": "Ravi Kumar",
      "taken_at": "2026-10-20T09:40",
      "reference": "Q-1204-pan.jpg"
    }
  ],
  "resident": {
    "status": "not_resolved",
    "asked_at": "2026-10-11T14:05",
    "answered_at": "2026-10-18T19:40",
    "words": "It's dripping again, same place.",
    "channel": "WhatsApp"
  },
  "open_items": [
    {
      "what": "Fit the new drain pan.",
      "owner": "Ravi Kumar, Bluepoint Cooling",
      "next_step": "The pan was ordered on 20 Oct.",
      "due": "2026-10-24"
    }
  ],
  "status": "open",
  "history": [
    {
      "at": "2026-10-18T19:40",
      "by": "Resident, by WhatsApp",
      "kind": "resident_reply",
      "text": "It's dripping again, same place."
    },
    {
      "at": "2026-10-18T20:05",
      "by": "Lina Haddad",
      "kind": "reopened",
      "text": "Reopened after the resident's reply. Revisit booked for 20 Oct.",
      "previous_closure": {
        "closed_by": {
          "name": "Lina Haddad",
          "role": "Maintenance coordinator"
        },
        "closed_at": "2026-10-15T09:00",
        "reason_code": "work_reported_done_no_reply",
        "reason": "Work reported as done. Asked the resident on 11 Oct; no reply after four days."
      }
    }
  ]
}