This article will teach you how to change the status of an existing service request.
- From the Property & Facility menu, click Service Requests.
- From the Service Requests page, click the WO# of the service request that you desire to change the status of.
- Note: Ensure that you have selected the correct tab for Open, Scheduled, Escalated, Delayed, Recurring, To Close, or To Bill.
- From the Service Request [WO#] page, navigate to the Workflow Information section, click the drop-down list for the Status field, and then select the desired status.
| Field | Explanation |
|---|---|
| Definition of Status Options | |
| Dispatched | The service request has been delivered to the appropriate assignee. |
| Accepted | An individual has claimed ownership of the service request. |
| In Progress | The service request is currently being worked on by the assignee. |
| On Hold | Work for the service request has paused. |
| Pending Approval | The service request requires approval before completing the request. |
| Approved | If approval is required, work may proceed. |
| Completed | The service request work is finished and ready for final review before the service request is closed. |
| Cancelled | The service request has been deemed no longer necessary. |
| Reopened | The service request requires more attention before it may be considered complete. |
4. Select the checkbox for Include tenant in notification if you desire for the tenant associated with the service request to receive the updated dispatch notification.
5. Click the Save or Save & Notify button to save the status and notify the staff user.
6. The status of the service request has now been updated.
- Note: To close a service request that has been Completed, simply click the Close button in the header, but first make sure you have added any applicable charges. See Adding Billable Charges to a Service Request for instructions.
Closing a Service Request
What is the difference between Completing and Closing a Work Order?
Completing a Work Order signifies that the work has been performed. It will then be reviewed to ensure charges are added accordingly if the tenant is to be billed. Subsequently the Work Order will be Closed so it can move into the Billing phase. Closing a Work Order signifies that all details are correct and all necessary charges have been added. A confirmation pop-up window will appear when clicking the Close button to remind the user to make sure everything is correct before confirming. Once a Work Order has been Closed, it can no longer be reopened and edited, so please make sure all details are accurate before closing.
