Service Requests

Service Requests are the central tool for tracking work, queries and tasks across your OMCs. A request can relate to a specific unit and contact, or be a general OMC-level task. Each request has a status (Open, Resolved, Accepted) and an action status (Planned, Unplanned, Overdue, Complete, etc.) so you can track both the overall outcome and the day-to-day progress.

Every request is either a case, an incoming request to the OMC, or a work order, an outgoing request from the OMC to a supplier — see Cases and work orders.

Requests can be raised by managers directly, submitted through a community channel by a contact, or created automatically from a recurring job template. They can be assigned to an agent, linked to a parent request, and billed to the OMC or the unit owner.

The list views let you filter by agent, OMC, status and priority to focus on what needs action today. The conversation tab records all internal notes and communications related to the request.

List View

Column	Type	Description
OMC	picklist	The OMC this request belongs to. Shown in the list so you can tell apart requests from all the OMCs you manage.
Ref	link	The unique reference number for this service request — click to open the full detail view.
Type	pill	Whether this is a Case or a Work Order. It is set automatically: a request with a supplier is a Work Order, and one without is a Case.
Channel	pill	The channel (community forum) through which this request was submitted, if applicable.
Priority	pill	The priority level of this request, determining urgency and response time targets.
Status	pill	The overall status of this request — Open (in progress), Resolved (completed), or Accepted (signed off).
Action Status	pill	The detailed action status — for example Overdue, Planned, Waiting, Complete, or Cancelled.
Created	dateTime	The date and time this request was first created.
Title - A shortname for this request	text	A short descriptive name for this request — used to identify it in lists and notifications.
Supplier	pickLink
Unit	pickLink	The unit this request relates to, if applicable.
Contact	pickLink	The contact (owner or resident) who raised or is the subject of this request.
Reported By	picklist	The contact who originally reported this issue, if different from the unit owner.
Topic	picklist	The broad subject area this request belongs to — Building, Equipment, Services, Access & Security, Service Charges & Payments, Administration, or Something Else. Choosing the topic narrows the class list to the classes that belong to it.
Class	picklist	The specific classification within the chosen topic, such as Drains, Lifts or Service Charge Query. This is what drives the request analysis, so it is worth setting accurately at triage even on a request that closes the same day.
Owned By	pickLink	The team member responsible for driving this request to resolution.
Approved	dateTime	The date and time this request was approved. * Has been deprecated - no longer available *
Completed	dateTime	The date and time this request was marked as completed.
Source	picklist	How the request reached the agent — a phone call, an email, a visit to the office, a meeting, a site visit, or the out of hours service. For inbound email etc, the system sets it automatically. If manually creating a request, set it accurately: it is what shows how much work arrives through each channel.

Detail View

Field	Type	Description
Reference	number	The unique reference number assigned to this service request.
Type	pill	Whether this is a Case or a Work Order. It is set automatically: a request with a supplier is a Work Order, and one without is a Case.
Channel	pill	The channel (community forum) through which this request was submitted, if applicable.
Priority	pill	The priority level of this request, determining urgency and response time targets.
Status	pill	The overall status of this request — Open (in progress), Resolved (completed), or Accepted (signed off).
Action Status	pill	The detailed action status — for example Overdue, Planned, Waiting, Complete, or Cancelled.
Assistant	pill	What the assistant did with this request, such as To Review, Auto Sent, Accepted, Changed or Rejected. Click to open the AI log for this request.
Created	dateTime	The date and time this request was first created.
Title - A shortname for this request	text	A short descriptive name for this request — used to identify it in lists and notifications.
Detailed description of what is needed	longText	The full description of what is needed, including any relevant background information.
Parent	pickLink
Supplier	pickLink
Unit	pickLink	The unit this request relates to, if applicable.
Contact	pickLink	The contact (owner or resident) who raised or is the subject of this request.
Area	picklist	The area of the development where the issue is, if it is not tied to one unit. Change it from the contacts tile.
Core	picklist	The core (block or stairwell) of the development where the issue is. Change it from the contacts tile.
Reported By	picklist	The contact who originally reported this issue, if different from the unit owner.
Property Manager	picklist	* Has been deprecated - no longer available *
Topic	picklist	The broad subject area this request belongs to — Building, Equipment, Services, Access & Security, Service Charges & Payments, Administration, or Something Else. Choosing the topic narrows the class list to the classes that belong to it.
Class	picklist	The specific classification within the chosen topic, such as Drains, Lifts or Service Charge Query. This is what drives the request analysis, so it is worth setting accurately at triage even on a request that closes the same day.
Owned By	pickLink	The team member responsible for driving this request to resolution.
Billable	picklist	Whether costs arising from this request will be billed to the OMC, billed to the owner, or included in the standard SLA.
Owner Read	dateTime	The date and time the contact last viewed this request in the owner portal.
Last Updated	dateTime	The date and time this request was last updated.
Approved	dateTime	The date and time this request was approved. * Has been deprecated - no longer available *
Approved By	text	The name of the person who approved this request. * Has been deprecated - no longer available *
Completed	dateTime	The date and time this request was marked as completed.
Resolved By	text	The user who resolved this request, who may not be its owner. Request analysis credits closed requests to this user.
Source	picklist	How the request reached the agent — a phone call, an email, a visit to the office, a meeting, a site visit, or the out of hours service. For inbound email etc, the system sets it automatically. If manually creating a request, set it accurately: it is what shows how much work arrives through each channel.
Attached Files	grid	Files and images attached to this request, such as photos of the issue or contractor quotes.
fileTypeIcon	icon
File name	link
Notes	longText
editButton	icon
Created	dateTime
Size	text
deleteButton	icon
Child Requests	grid	Sub-requests linked to this request — tasks or follow-on items created as part of resolving this request.
Ref	link
Title	text
Description	longText
Channel	pill
Status	pill
Action Status	pill
Owned By	pickLink
Created	dateTime
Last Updated	dateTime

Available Actions

done_all

lock_open_right

thumb_up

apartment

person

send

add

Action	Description
done_all Close	Click to mark request as completed
lock_open_right Reopen
thumb_up Accept
apartment Unit	Click to view or edit details of the unit
person New Person	Click to add a new person to this unit and grant them access to OMC
send Mail	Send an email
replyMessage to Followers
local_shippingMail Supplier
sendadmin	Send email to admin
add Add	Add to this request
imageReport Image	Click to add image to this request or child request
format_list_bulleted_addAdd Action
add_notesAdd Note	Click to add note visible to agency staff
person_addAdd OMC Follower
person_addAdd Agent Follower

Available Tab Content

home

tune

mail

news

home	Main	Shows the main form fields as described above
tune	Data	Custom data fields captured for this request, typically populated from the standard request.
mail	Mailings	Emails and notifications sent in connection with this request.
news	Notes	* Has been deprecated - no longer available *

Data

Custom data fields captured for this request, typically populated from the standard request.

Field	Type	Description
Name	text	The name of this custom data field.
Value	text	The value entered for this custom data field.

Mailings

Emails and notifications sent in connection with this request.

Field	Type	Description
From	text	The email address the message was sent from.
To	text	The email address the message was sent to.
Class	text	The type or classification of this mail item.
Subject	link	The subject line of the email — click to view the full message.
Sent	dateTime	The date and time this email was sent.
Size	text	The size of the email message.
Status	number	The delivery response code returned by the mail server.
Attached	link	The number of files attached to this email.
Status Text	picklist	The delivery status of this email — Sent, Bounced, Not Sent, etc.

Notes

*** Has been deprecated - no longer available ***

Working with a request

Each part of a request’s life has its own page:

Raising Requests — where requests come from, and raising a case or work order yourself.
Reviewing AI Answers — the AI assistant’s suggested answer on a new case, when AI is switched on.
Editing a Request — the Summary, Details, People and Work Order panels.
Inbound Mail — how emails become requests and request updates.
Attachments — photos, quotes and reports kept with the request.
Actions & Reminders — planning the next step and logging work done.

Closing a request

Once the work is done the request is closed, and how that goes depends on which kind it is: closing a case tells everyone following it, while closing a work order stays silent and asks instead whether the invoice has arrived. See Closing Requests for both.

A closed work order also carries its money on the Work Order panel — the budget lines are the estimate, and any invoice or accrual raised against it is the actual.

Child requests

A large piece of work can be broken into child requests — separate requests linked back to a parent so each part can be tracked, assigned and billed on its own while the parent gives the overall picture. A child request inherits its parent’s OMC, along with its wording, priority, unit and contact, so there is no OMC to choose and usually little to change.

The two buttons under Child Requests are the two kinds of request: one raises a case for more office work on the same matter, the other raises a work order to send the work out to a supplier. Raising a work order against the case that prompted it is the usual way the two are linked, and the parent’s attachments can travel with it.

Open the parent request
Click the add button under Child Requests to raise a case against this request
Give the child request its own title
Describe the piece of work this child covers
Record how it came in
Click Next - the unit and contact come from the parent
Click Next to see the follow ups the child opens with
Set the date you expect to be able to close the child request
Click Next past the parent files, which can be shared with the child
Click Create Case - the child request is created and linked to the parent

Open the parent request
Click the work order button under Child Requests to order the work from a supplier
Give the work order its own title
Describe what the supplier is being asked to do
Record how the request came in
Click Next - the unit and contact come from the parent
Click Next to choose the supplier
Open the supplier picker
Choose BBB Maintenance Services Ltd to carry out the work
Choose to create the work order without emailing it yet
Click Next to plan the follow ups
Set the date you expect the work to be finished and the order closed off
Click Next past the parent files, which can be shared with the order
Click Create Work Order - it is created and linked to the parent

Followers

Followers are the people kept in the loop on a request — OMC directors, other managers, agency staff, or the request’s contact when they were chosen with Follow. Anyone can be added as a follower or removed again at any time; followers see the request in their own list and receive the messages sent from it.

Open a request
Click the x on a follower chip to stop them following the request
Confirm removing the follower
Open the [Add] action menu
Open the Add menu and choose Add OMC Follower
Choose the contact to follow the request
You can see the follower has been added

Messaging followers

There are two ways to write to followers. Message to Followers posts a comment that every follower receives — this is the normal way to keep everyone informed. Choosing a follower by name from the Mail menu sends that one follower a direct email.

An example of this might be, to request a director to respond on a particular request. Only the director will receive the mail, and when they respond the update goes to all followers.

Open the request
Open the [Mail] action menu
Open the Mail menu and pick the follower by name to email only them
Enter the email subject
Write the message
Click Send to email the follower
Confirm sending the email
Click Cancel when you do not need a reminder to chase a reply to this mail

Waiting for a reply

Whenever you write to someone about a request — a mail to one follower, a mail to a supplier, or a comment to everyone following it — the app asks when you expect to hear back. Enter a date and it raises a Check for response action on the request for that day, assigned to whoever owns the request. The request then reads as Planned until that date and as Overdue once it passes with no reply, so nothing sits forgotten. If you do not want to chase it, cancel and nothing is created.

The follow-up is completed for you as soon as a reply arrives, whether that is an email back into the request or the owner answering in the owner portal.

Open the request
Click Add Comment to write to everyone following this request
Write the message that every follower will see
Click Send to post the comment to every follower
Enter the date you expect to have heard back by
Click OK to raise the follow up
refresh the page to see the follow up that was raised
A "Check for response" action is now on the request for that date, so the request reads as planned until then and as overdue if no reply has arrived

Mail history

Every email sent about a request — to suppliers, to contacts, to followers — is recorded on the Mailings tab, with the sender, the recipient, the subject, the time it was sent and its delivery status. Open any row to see the exact copy the recipient received.

Open the request
Open the Mailings tab to see every email sent about this request
Each row is one email - who sent it, who it went to, the subject, when it was sent and its delivery status
Click on the subject to open a full copy of the mail
The full copy of the email, exactly as the recipient received it

Mailing Suppliers

The Mail Supplier action opens a dialog for emailing one or more suppliers about the request — useful for requesting a quote or arranging access. Preview checks the merged content first, and Attach produces the content as a PDF attached to the request without emailing anyone — handy for a paper trail when a supplier is contacted by phone instead. Send Emails sends it for real, and is logged the same way as any other outgoing mail.

Producing work orders for Suppliers

Users can create a reusable communication template which provides the format for a work order. You can then use that to produce a PDF file with work order information that describes an issue. The PDF file is attached to the request.

Open the request to prepare a letter for the supplier
Open the [Mail] action menu
Click Mail Supplier to open the supplier mailing dialog
Select BBB Maintenance Services Ltd as the supplier
Click the Template button and choose the Supplier Request template
Click Attach to generate this as a PDF and attach it to the request, without emailing anything
Confirm generating and attaching the PDF
The generated letter is now attached to the request, ready to send or print separately

Mailing requests to suppliers.

Users can send an email to suppliers, with or without a communication template A common pattern is to attach the work order to the request as a PDF, and then send a more personal mail, attaching the format work order with the instructions.

Open the request to mail the supplier for real
Open the [Mail] action menu
Click Mail Supplier to open the supplier mailing dialog
Select BBB Maintenance Services Ltd as the supplier
Enter a short message for the supplier
Click Send Emails to send the mail to the supplier for real
Confirm sending the mail to the supplier
Enter the date you expect the supplier to have come back to you by
Click OK to raise a follow up for that date

Service Requests

List View

Detail View

Available Actions

Available Tab Content

Data

Mailings

Notes

Working with a request

Closing a request

Child requests

Create a Child Request [request-add-child]

That's it!

Order Work Against a Request [request-add-child-work-order]

That's it!

Followers

Add and Remove a Follower [request-followers]

That's it!

Messaging followers

Email a Single Follower [request-email-follower]

That's it!

Waiting for a reply

Comment to All Followers [request-add-comment]

That's it!

Mail history

Review the Mail Sent for a Request [request-review-mail]

That's it!

Mailing Suppliers

Producing work orders for Suppliers

Attach Supplier Mail to Request [request-send-supplier-attach]

That's it!

Mailing requests to suppliers.

Send Supplier Mail [request-send-supplier-send]

That's it!