Adding and Managing Service Requests (OneSite and Other Users)

This article will explain how to manage service requests at your property via the native service request module. For OneSite users all requests will push to OneSite Facilities in real-time once they have been added in ActiveBuilding. Service requests that have been added in ActiveBuilding can be updated from OneSite or ActiveBuilding. For Yardi users, it is optional to use the Yardi service request integration with ActiveBuilding - updates will work the same as OneSite if integrated with ActiveBuilding.

If your Community Portal is using Service Requests in ActiveBuilding, here are the steps to add a request and manage existing requests. Please note a staff user needs to have Admin-level access to edit any module settings. 

Step 1

First, you'll want to make sure that service requests are enabled with the settings that you prefer from the Modules and Features tab in Application Settings. My Dashboard > Application Settings > Modules & Features > Service Requests. 

Step 2

Once service requests are enabled users can add a request. To add a request select Submit a Request from under the Quick Links or Service Requests from under My Dashboard.

Step 3

In this example all settings are enabled. Once a request is submitted on behalf of a resident the resident will be notified that a request was submitted on behalf of their unit. 

Step 4

All service requests that are submitted can be found by staff under My Dashboard > Service Requests. Users can sort by open and closed requests in the upper left corner under Show.

Step 5

Staff can change the status of the service request under status. When the status is updated the resident will be notified of the status update.

Step 6

Staff can add comments to requests by clicking into the request and selecting Add Comment.

Step 7

The notification emails sent to staff when a service request is submitted or updated can be managed from the Staff Management section of the portal. My Dashboard > Staff Management.

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