> For the complete documentation index, see [llms.txt](https://wiki.inels.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://wiki.inels.com/inels-harmony/reception/service-requests.md).

# Service requests

What DND, MUR and Butler mean, and what to do when one arrives.

Three buttons in a guest room reach the whole hotel. This page explains what each means and what happens between the guest pressing it and somebody acting.

## The three signals

| Signal                   | The guest means          | You should                                                               |
| ------------------------ | ------------------------ | ------------------------------------------------------------------------ |
| **DND** — Do Not Disturb | Leave me alone           | Not knock, not enter. Housekeeping skips the room and notes why.         |
| **MUR** — Make Up Room   | Please clean my room now | Treat it as urgent — they asked, and they are waiting                    |
| **Butler**               | I need someone           | Call the room or send somebody. **This one repeats until acknowledged.** |

## Where they appear

* **The bell**, top right of every page, with a count of unacknowledged alerts
* **The Notifications page** — the full list, filterable by All, DND, MUR and Butler
* **The dashboard**, in the Service requests panel
* **The room card**, where the matching chip lights up
* **Housekeeping phones**, for MUR, as an urgent task

## What to do

{% stepper %}
{% step %}

#### Acknowledge what you have seen

So the count reflects what is genuinely still outstanding. Butler calls keep repeating until somebody does this.
{% endstep %}

{% step %}

#### Act

Butler means contact the room. MUR is already a cleaning task. DND is an instruction to stay away.
{% endstep %}

{% step %}

#### Review at the end of a shift

**Export** saves the list; **Clear all** empties it. Export first if the hotel keeps records.
{% endstep %}
{% endstepper %}

## MUR becomes a cleaning task by itself

Harmony reads the room number out of the MUR alert and creates an urgent housekeeping task for that room. When the housekeeper marks it done, Harmony resets the Make Up Room indicator in the room.

{% hint style="info" %}
If the lamp in the room is still lit after the task is complete, tell whoever administers the system — it usually means that room's device mapping needs checking.
{% endhint %}

## If a signal never arrives

<details>

<summary>For whoever administers the system</summary>

The button is only a device changing state. It becomes an alert because an **automation** turns it into a message — so that is the first thing to check.

1. Press the button and watch the room card. If the chip does not light, the fault is the device or the gateway, not the alert.
2. Does an automation exist for that room, and is it enabled?
3. Does the automation's message text contain the room number? Without it, MUR tasks may not be created for the right room.
4. Check **Events** to see whether the signal reached Harmony at all — that separates a building problem from a configuration one.

</details>