Paused tickets · pinned note check

WHY: why the ticket is paused
FIX: what needs to happen, and who does it (me / office / customer)
TIME: hours I need to finish (if it's me)

About this build. A pause is ServiceTitan's paused flag on a tech's appointment assignment. The note counted is the latest one the same tech wrote on that job, from two hours before the visit started onward, with pinned notes taking priority. States: No note means the tech wrote nothing. Not pinned means he wrote a note but didn't pin it. Incomplete means the note is pinned but missing the fix or the time. Complete means the note is pinned and covers all three. The why, fix and time checks look for keywords in free text, so treat them as a guide until techs use the WHY / FIX / TIME layout. Once they do, the checks become exact. The paused time is when the assignment was last changed, so it can move if the office edits the assignment later. Trade tabs group by business unit: anything with HVAC or Refrigeration is HVAC; Drains is its own tab; Electrical covers electrical service, sales and install; Plumbing covers plumbing service, sales, install, commercial plumbing and Utilities. Other holds G&A and anything unmatched. Capacity holes are appointments that now sit on an earlier day than their arrival window. That happens when a tech dispatches to a future appointment (often the night before) and then pauses it: ServiceTitan rewrites the appointment to start when he dispatched, usually ending at 11:59 PM, and the real window is left empty for booking to fill. Hours exposed is the job type's booked duration. An open hole is one whose window hasn't passed and isn't done; the fix is to move the appointment back into its window. Internal G&A jobs are left out. Pauses reach Peaka in a ServiceTitan sync that runs every 15 minutes (the "synced through" time at the top), and the board re-reads Peaka every 5 minutes, so a new pause can take up to about 20 minutes to appear. Notes are read live, so a note is never the thing that's late.