After a service request is submitted, staff with the appropriate permissions can add updates to the request. These updates may be notes from vendors, estimated timelines, or even instructions for internal team members. This user guide outlines how to add updates to service requests and who will receive them.
For a demonstration of how to update service requests, refer to the following video:
Service Requests: Creating and Updating Requests
1. Login to Condo Control and select Service Requests from the main menu.
2. Select the request you wish to view/update by clicking on the request name or icon.
3. Click Show Details to review the request information.
Tip: you can expand the view by clicking on the arrows in the top right corner.
4. Determine if your update is Public, meaning it is visible to the requester (i.e. the resident) or Internal, meaning it is only visible to staff with the designated permissions.
Then, add you update in the text-box provided. You can manually write in a response or, if applicable, select from the Marcos (pre-written responses) set-up by your community administrators. You can update the Macro text once it is selected.
5. If required, upload any relevant files to your update and revise the service request assignee(s). Assignees are assigned to service request types by community administrators, but it may be appropriate to add/remove the assigned staff member(s) based on the nature of the specific request.
Tip: Refer to the following guide for an overview of who receives service request notifications and when they receive them: How to Manager Service Request Notifications.
6. After completing your update, select the appropriate status. By default the service request status will be Save as Open, but you can also select Save as Pending or Save as Closed.
- Save as Open - The request has been received but no work has been started.
- Save as Pending - The request has been received and steps have been taken to resolve the issue but it is not complete yet.
- Save as Closed - The request has been resolved.
7. Your update has now been added to the service request and the status has been revised. An email notification with the update will be sent to either the requestor (if update was public) or internal team members (if the update was internal).
8. You can continue to add updates, files, and revise assignees as needed. Residents are also able to add updates to the request.
9. When the service request has been resolved, a final update should be sent to the resident informing them of the resolution and the request should be closed.
Additional Resources
- How to Reply to a Service Request via Email
- How to Submit a Service Request on Behalf of a Resident
- How to Seach for Service Requests