This article will teach you how to use the Service Requests feature in the Property & Facility App.

Defining Service Request Work Categories

This feature will allow you to define the work categories that will be selected when issuing a new service request.

Adding a New Work Category

This feature will allow you to create a new work category.

1. From the Property & Facility menu, click Settings.
2. From the Settings page, navigate to the Service Requests section and click Categories.
   • Note: If you manage multiple properties, you can select which property and building's work categories are displayed using the drop-down menu in the upper-right corner of the page.
3. From the Work Categories page, click the Add Service button.
4. Once the Add New Work Category window has opened, complete the form presented:

5. Click the Save button.
   • If you have multiple buildings repeat steps 3-5 for each additional building.
6. The new work category has now been saved.

Updating a Work Category

This feature will allow you to update a new work category.

1. From the Property & Facility menu, click Settings.
2. From the Settings page, navigate to the Service Requests section and click Categories.
3. From the Work Categories page, click on the title of the work category that you desire to update.
   • Note: If you manage multiple properties, ensure that you have selected the correct property and building that you desire to update an existing work category for in the upper-right corner of the page.
4. Once the Update Work Category window has opened, edit the fields as necessary.
5. Click the Save button.
6. The work category has now been updated.

Removing a Work Category

This feature will allow you to remove a work category.

Note: Work categories may be removed only if they have not yet been used to submit a service request.

1. From the Property & Facility menu, click Settings.
2. From the Settings page, navigate to the Service Requests section and click Categories.
3. From the Work Categories Page, select the checkbox next to the title of the work category that you desire to remove.
   • Note: If you manage multiple properties, ensure that you have selected the correct property and building that you desire to remove an existing work category for in the upper-right corner of the page.
4. Click the Remove button.
5. The work category has now been removed.

Setting Up & Managing Work Shifts

This feature will allow you to create and manage work shifts.

1. From the Property & Facility menu, click Settings.
2. From the Property Management Settings page, navigate to the Service Requests section and click Shifts.
3. From the Work Shifts page, click the New Shift button.
   • Note: If you manage multiple properties, ensure that you have selected the correct property that you desire to create a work shift for in the upper-right corner of the page.
4. Once the Add New Work Shift window has opened, complete the form presented:

5. Ensure that the work shift does not conflict with any existing work shift period.
6. Click the Save button.
7. To edit a work shift, click the shift located within the Days column.
8. Once the Update Work Shift window has opened, make any necessary changes and click the Save button.
9. To delete a work shift, select the checkbox next to the shift, click the Actions button, and then select Remove Shift(s).

Setting Up & Managing Service Request (SR) Work Pools

This feature will allow you to setup and manage staff user pools for service request routing.

To create a new SR work pool:

1. From the Property & Facility menu, click Settings.
2. From the Property & Facility Settings page, navigate to the Service Requests section and click Routing.
3. From the Work Routing page, click the Actions button and select Add Pool.
   • Note: If you manage multiple properties, ensure that you have selected the correct property that you desire to create a staff user pool for in the upper-right corner of the page.
4. Once the Add New Pool window has opened, enter the desired name of the staff user pool in the Title textbox, and click the Save button.
5. Upon saving you will be brought to the Pools tab of the Work Routing page.

To add a user to an existing SR work pool:

1. From the Property & Facility menu, click Settings.
2. From the Property & Facility Settings page, navigate to the Service Requests section and click Routing.
3. Click the Pools tab and then click the name of the applicable staff user pool.
4. Once the Pool: [Pool Title] window has opened, click the name(s) of the applicable user(s).
   • Note: The user list will contain staff users, as well as vendor contacts that have been granted Service Request access. Vendor contacts will be listed underneath their respective vendor company names in bold. For additional information, see Editing Property Work Order Access for a Vendor.
5. Click the arrow pointing to the right and then click the Save button.
6. The staff users have now been added to the applicable staff user pool.
   • Note: Staff users that are included in the staff user pool will be listed within the box on the right.

To remove a user from a SR work pool:

1. From the Property & Facility menu, click Settings.
2. From the Property & Facility Settings page, navigate to the Service Requests section and click Routing.
3. Click the Pools tab and then click the applicable staff user pool.
4. Once the Pool: [Pool Title] window has opened, click the name(s) of the applicable staff user(s)
5. Click the arrow pointing to the left and then click the Save button.
6. The staff users have now been removed from the applicable staff user pool.
   • Note: Staff users that are not included in the staff user pool will be listed within the box on the left.

To delete an existing SR work pool:

1. From the Property & Facility menu, click Settings.
2. From the Property & Facility Settings page, navigate to the Service Requests section and click Routing.
3. Cclick the Pools tab and select the checkbox(es) next to the applicable staff user pool(s).
4. Click the Actions button and then select Remove Pool.
5. The applicable staff user pool has now been deleted.

Defining Service Request Routing

This feature allows you to automatically route service requests by work categories to designated staff users or staff user pools.

Note: Prior to being able to define service request routing, the work categories, work shifts, and staff user pools must first be set up. See the articles Defining Service Request Work Categories, Setting Up & Managing Work Shifts, and Setting Up & Managing Staff User Pools.

1. From the Property & Facility menu, click Settings.
2. From the Settings page, navigate to the Service Requests section and click Routing.
3. From the Work Routing page, ensure the applicable property is selected in the upper-right corner of the page.
4. For each Work Category, click the drop-down list under each created shift to select the users or staff pools who will receive the service request.
5. If applicable, navigate to the Copy on All field, click within the textbox, and enter the email addresses for those whom you desire to receive a copy of every service request regardless of whether they are part of the routing and regardless of work category, and then click the Save button.
   • Note: Separate multiple email addresses with a semicolon and ensure there are no trailing spaces (i.e. john.smith@user.com;mary.jones@user.com). Also, the email addresses must belong to users who have already been entered in WorkSpace.
6. The service requests have now been routed.

Defining Service Request Escalation Levels

This feature allows you to define escalation levels by work type for service requests.

1. From the Property & Facility menu, click Settings.
2. From the Settings page, navigate to the Service Requests section and click Escalations.
3. From the Escalations page, ensure the applicable property and building is selected in the upper-right corner of the page.
4. For each Work Type, or work category, click the drop-down list under each escalation level (Level 1 - Not Started, Level 2 - Still Not Started, Level 3 - Not Closed) and select the desired time threshold (in hours).
   
   • Note: The default settings are: Level 1: 4 hours, Level 2: 8 hours, and Level 3: 24 hours.
5. Once the selected thresholds are crossed, a notification will be distributed via email to the applicable building staff users.
   • Note: See the Adding Staff User Notifications article for information regarding setting notifications for building staff.
6. The escalation levels for service requests have now been defined.

Setting Up & Managing Routing Forwarding

This feature will allow you to setup and manage service request forwarding.

1. From the Property & Facility menu, click Settings.
2. From the Property Management Settings page, navigate to the Service Requests section and click Routing.
3. From the Work Routing page, ensure the applicable property is selected in the upper-right corner of the page.
4. Click the Actions button and select Add Forwarding.
5. Once the Add New Forwarding window has loaded, complete the form presented:

5. Unless specific dates are entered in the Start Date and End Date fields the service request forwarding will be ongoing beginning immediately.
6. Click Save.
7. The service request forwarding has been saved and is now listed under the Forwarding tab.
8. To edit an existing forwarding, click the Forwarding tab, click the title under the From User column.
9. Once the Update Forwarding for [User Name] window has opened, make any necessary changes and then click Save.
10. To delete an existing forwarding, click the Forwarding tab, select the checkbox next to the title under the From User column, click Actions, and then select Remove Forwarding.

Defining Service Request Charge Types

This feature allows you to create charge types for the commonly billed materials and services of your property.

1. From the Property & Facility menu, click Settings.
2. From the Property Management Settings page, navigate to the Billing section and click Charge Types.
3. From the Charge Types page, click the Add Charge Type button.
   • Note: Ensure that you have the correct property selected from the drop-down list in the upper-right corner of the page.
4. Once the Add Charge Type window has opened, complete the form presented:

5. Click the Save button.
6. Your new charge type has been saved.

Creating a New Service Request

This feature will allow you to request for any tenant service that is needed to maintain, install, and/or repair items in a building space.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the New Service Request button.
3. Once the New Service Request window has loaded, complete the form presented:

4. Click the Save button.
5. The service request has been submitted and is now visible under the Open tab.
   • Note: If the service request is recurring it is now visible under the Recurring tab.

Adding an Attachment to a Service Request

This feature will allow you to attach a file to a service request. Service requests may include attachments such as pictures, manufacturer documentation, or a number of other file types that will assist in processing.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the WO# of the service request that you desire to add an attachment to.
3. From the Service Request [WO#] page, click the Attachments tab.
4. Click the Choose File button, navigate to the desired file on your computer, and then click Open.
   • Note: The filename will be listed between the Choose File and Upload buttons.
5. Click within the textbox next to the Add new file >> field and enter a description for the attachment.
6. Click the Upload button.
7. The file has been attached to the service request and is now visible under the Attachments tab.

Adding a Comment to a Service Request

This feature will allow you to add a comment to a service request.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the WO# of the service request that you desire to add a comment to.
   • Note: Ensure that you have selected the correct tab for Open, Scheduled, Escalated, Delayed, Recurring, To Close, or To Bill.
3. From the Service Request [WO#] page, navigate to the Workflow Information section and enter your desired information in the Comments field.
4. Select the checkbox for mark comment as internal if you desire for only the building staff associated with the service request to receive the updated dispatch notification.
5. 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.
6. Click the Save or Save & Notify button to save the comment and notify the staff user.
7. The comment has now been added to the service request.

Assigning a Service Request

This feature will allow you to assign a service request to a staff user.

Note: See the Defining Service Request Routing article for information regarding automatic routing by service request category.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the WO# of the service request that you desire to assign.
3. From the Service Request: [WO#] page, navigate to the Workflow Information section to ensure that the service request has not been Assigned to a staff user.
4. Click the Actions button and select Dispatch. 
5. Once the Dispatch Service Request window has opened, complete the form presented:

6. Click the Dispatch button.
7. From the Service Request: [WO#] page, navigate to the Workflow Information section to ensure that the service request has been correctly assigned to the desired staff user.
8. Select the checkbox for Include tenant in notification if you desire for the tenant assosciated with the service request to receive the updated dispatch notification.
9. Click the Save or Save & Notify button to save the assignment of the service request and notify the staff user.
10. The service request has now been assigned.

Changing the Status of a Service Request

This feature will allow you to change the status of an existing service request.

1. From the Property & Facility menu, click Service Requests.
2. 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.
3. 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.
   • 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.
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.

Adding Billable Charges to a Service Request

This feature will allow you to attach billable charges to a service request.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the WO# of the service request that you desire to add billable charges to.
3. From the Service Request: [WO#] page, click the Charges tab and then click the New Charge button.
4. Once the Add New Charge window has opened, complete the form presented:

5. The field User will appear if the Category selected is Labor.
   • Note: Staff users must be assigned a role for their name to appear in the user drop-down list. See the Adding a Staff User to a Property article for reference.
6. Click the Save or Save & New button to save the current charge and add additional charges.
7. The billable charge has been added to the service request and is now visible under the Charges tab.
   • Note: To remove a charge, from the Charges tab, click the checkbox next to the applicable charge, then click the Delete button in the header.

Adding Labor to a Service Request

This feature will allow you to add labor details to a Service Request.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, ensure the applicable property is selected in the property selector at the upper-right of the page, then click the WO# of the desired service request.
3. From the Service Request: [WO#] page, click the Labor tab and then click the New Labor button.
4. Once the Add New Labor window has opened, complete the form presented:

5. Click the Save or Save & New button to save the current labor record and add additional labor records.
   • Note: You can add multiple labor records, for instance, if more than one staff member worked on a service request.
6. The labor record has been added to the service request and is now visible under the Labor tab.
   • Note: To remove a labor record, click the checkbox next to it, then click the Delete button in the header.: 

Exporting Billable Charges

This feature will allow you to export billable charges for import into your accounting system.

Note: In order to bill a tenant, the Requesting Tenant field of the work order must be populated with the appropriate tenant name. If the requesting tenant was not selected at the time of submission, the work order must be cancelled and resubmitted correctly. Also, billable service requests must be marked as Completed prior to being Closed. See the Changing the Status of a Service Request article for reference.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the To Close tab, click the WO# of the billable service request that you desire to close, and then click the Close button.
3. Before closing, a window will open asking if you would like to add any charges to the service request.
   • Note: If you need to add charges, see the Adding Billable Charges to a Service Request article for reference.
4. Once a service request has been closed, it will be moved to the To Bill tab of the Service Requests page.
5. From the Property & Facility menu, click Billing located under Service Requests.
   • Note: If you manage multiple properties, ensure that you have selected the applicable property from the drop-down list located in the upper-right corner of the Service Requests: Billing page as this must be done one property at a time.
6. From the Service Requests: Billing page, click the To Approve tab, and select the checkbox next to the ID# of the service request(s) that you desire to approve. If you desire to approve all of the service requests, select the checkbox in the header to select all.
7. Click the Actions button and select Approve.
8. Once a service request has been approved, it will be moved to the To Export tab of the Service Requests: Billing page.
9. From the To Export tab on the Service Requests: Billing page, click the Actions button, select Export, and select the appropriate accounting system to export the billable service requests.
10. The export file will now begin to download and you can save the file to your computer.
11. Once the export file has completed downloading, from the Service Requests: Billing page, click the Actions button, and then select Close Batch to close the billable service requests.
12. Before closing the batch, a window will open reminding you that once the batch is closed, you will no longer be able to modify any charges going forward. Click OK to close the batch only once you are absolutely sure that all your work has been completed.
13. The billable charge has been exported and is now ready to be imported into your accounting system.
    • Note: Only billable charges in closed batches are reflected in the Tenant Billing Summary report.

Searching for a Service Request

This feature will allow you to search for an existing service request.

1. From the Property & Facility menu, click Service Requests.
2. From the Service Requests page, click the Search button.
3. For the best results, enter as much information as possible into each of the search fields presented:

4. Click the Show Results button.
5. You will now see the results of your search on the Service Requests: Search page.
6. If applicable, click the Export button to save the search results to your computer in .CSV format.

Bulk Reassign Work Orders

This feature will allow you to reassign both service request and preventive maintenance work orders in bulk, as well as to reassign service request work routing and preventive maintenance schedules in bulk. For steps on how to assign work orders individually, see the articles Assigning a Service Request and Assigning a Preventive Maintenance (PM) Work Order.

1. From the Property & Facility menu, click Settings.
2. From the Settings page, navigate to the Service Requests section and click Bulk Reassign Work Orders.
3. Once the Bulk Reassign Work Orders window opens, complete the form presented:

4. Click the Save button.
5. If reassigning SR Work Orders and/or PM Work Orders, those will now be assigned to the To User selected. If reassigning SR Routing, the affected work categories have now been routed to the To User selected. If reassigning PM Schedules, those and all of their future work orders will now be assigned to the To User selected.

Bulk Close Service Requests

This feature will allow you to close service request work orders in bulk. For instructions on closing service requests individually, see Changing the Status of a Service Request.

Note: Closed service requests cannot be reopened and edited. If billing your tenants, make sure any applicable charges have been added to the service requests before you close them. See Adding Billable Charges to a Service Request for instructions.

1. From the Property & Facility menu, click Settings.
2. From the Property & Facility Settings page, navigate to the Service Requests section and click Bulk Close Service Requests.
3. Once the Bulk Close Service Requests window opens, first select the applicable property in the Property field.
4. Based upon the property selected, Completed service request work orders will appear (maximum of 100 at a time) under Available Service Requests to Close.
   • Note: To see details of the work orders, go to the Service Requests index page, click the Expand button to show the Descriptions of each work order, then go to the To Close tab.
5. Click the checkbox next to each work order you want to close.
   • Note: Click the checkbox in the header of the section to select all.
6. Click the checkbox that says: I confirm that I want to close all the selected service requests.
   • Note: Make sure you select the correct work orders to close, as Closed service requests cannot be reopened and edited.
7. Click Save.
8. The selected service requests have now been Closed and will no longer appear on the Service Requests index page.