To view and manage all details pertaining to a request, navigate to the Service Request Details page. Locate the request on the Service Request List Page using the Search box or Filters on the left side of the Service Request List page. Then, click anywhere within the row to open the Service Request Details Page.
1. Request Options: On the right side of the page, choose one or more of the following Request Options:
Request Status - Choose a Status from the dropdown menu.
Repeat Request - Mark as a Repeat Request.
Archive Request - Archive the request.
Sending Tenant an email update - Send a Status update email to the Tenant.
Billable Status - Choose a Billable Status from the dropdown menu.
Priority level - Update the Priority level to High or Low Priority.
Add a Communication Note - Add a note to the request.
Attach a file - Add a file to the request.
Notify Assigned Designees, Email Only Designees and/or the Tenant - Send the Communication Note to Designees and/or the Tenant. Notes entered here will be documented in the Communication Log on the left.
When finished, click Update at the bottom of the Request Options box to save changes and/or send email updates.
2. Service Request Details
Start Hold / Current Hold Button - Click here for instructions on using the On Hold feature.
Edit, Archive, and Print - For the most part, you will use the Request Options on the right to update requests, the Edit option will allow you to change the primary request details such as the Service Type, Tenant, Location, etc. Please Note: Tenant's DO NOT have the ability to edit requests. They can only cancel a request or add Communication Notes within the Tenant Center.
Use the Archive feature to remove any requests from the Service Request List page that have been Completed, Closed, etc. Archive can be used to clean up the list without permanently deleting any requests. To search Archived Requests, use the filters on the left.
Use the Print button to print a copy of the request details, if desired.
Service Request Information - The Request Information will include the Building name, Service Request ID number, the date and time the request was submitted and the date and time of the last update.
Request Status - This section provides a quick overview of the current Request Status, the Priority level, if the request is currently Unassigned or if it has been Assigned to a Designee. A thumbs up or thumbs down icon will be displayed here if the request has been rated by the Tenant who submitted the request. The Satisfaction Survey feature can be enabled in the Application Preferences. For more information on the Satisfaction Survey feature, click here.
Tenant Contact Information & Request Details: This section will include the Company, Contact, Suite/Floor, and Email of the Tenant or staff member who submitted the request. The Request Details will include the Service Type, Location and Request Description entered when the request was submitted.
Custom Fields & Worked Time:
Custom Fields can be set up in the Preferences of the application. Each property can have up to (5) Custom Fields. These fields will be available for all requests, regardless of the Service Type selected. Some Custom Field examples include, Additional Information, PO Number, Parts Ordered, etc.
Worked Time to complete the request can be entered here, if desired. Click Edit on the right to enter Custom Field or Worked Time Data.
3. Service Request Log:
Total Hold Time - This displays the total of all Holds placed on the request.
Metrics - At the top of this section you will see key metrics for Date/Time Submitted, Initial Response Time (time between submission and first status update) and Time To Completed/Closed (depending on status chosen in Preferences).
Timeline - Next you will see a timeline depicting all the statuses the request has gone through. Clicking on a colored portion of the bar will show you the times that status started and ended. If
Log Entries - The most recent status change or note appears below the timeline. Then you will find a chronological (First to last, or oldest to newest) list of the statuses the request contained. Clicking on each status will give all the detailed entries including who changed statuses and when. Any assignment changes or notes and who they were sent to. Tenants will only see Notes entered by property management staff or Designees if the "Notify Tenant" box was checked when the Note was created.
4. Designees - This section will display one or more Designees who are currently assigned to the request. To make changes, click Add & Remove Designee Assignments. A page will open with a list of your Designees. Currently Assigned Designees will already be selected. Check the box next to the Designee(s) you want to assign to the request, then check the box to Send Designee an Email Notification, if desired. The Priority level can be updated her as well. Request details as well as links to the Mobile Task Manager and Maintenance Center will be included in the email.
5. Billable Details - For information on using the Billable feature click here.