This user guide outlines how to add and edit service request types from the Service Requests settings page.
For a demonstation on how to configure service request types, refer to the video below:
Service Request Setup Page Overview
Service Request Types
Service request types are the categories residents pick from when submitting a service request.
1. Login to Condo Control and select Setup from the Welcome menu.
2. Select Service Requests from the main menu.
3. Under the Service Requests Types tab, you will see your existing service request types and custom fields.
4. To add a new service request type, select Add New. To edit or remove an existing service request type, select the Edit or Delete icons.
New Service Request Type
Complete the new service request type form:
1. Begin by entering a name for the service request type. This is what residents will see when picking service request types.
2. Add tags to the service request type to assist with searching. Either pick from the existing list or select Create New Tag to add a new one.
3. Enter a description of the service request type. This will be displayed to Residents when they create a new service request. Be sure to mention any specific information you need them to include in the request.
4. Determine if residents can create a service request for the service request type. If you select No, residents will only see the description field when they select the request type. This may be useful for common requests that are not the resposibility of the community like appliance repairs. This way residents are informed they canot create that request because it is their responsibility to manage the issue.
5. Next, determine if the service request type and subject line can be revised after the request has been created. This may be benefical if the selected request type was not the correct fit for the specific request.
6. Then, select whether residents are allowed to reopen service requests after they have been closed. This would prevent residents from having to create a new request if the issue persists/starts again after the initial resolution.
7. Select assignees for the service request. Only users with the permission "Can be assigned service requests" will appear on this list.
Note: Assignees will be the only staff members that will be notified about the service request type. If you do not select assignees, all staff members with the permission "Can be assigned service requests" will be notified. For more information of notifications, refer to the following guide: How to Manager Service Request Notifications.
8. If applicable, select an Administration Group that is responsible for the service request type. Groups that ONLY have the "Can be assigned service requests" permission will be listed. If the group has additional service request permissions, they will not be appear.
Tip: This field is intended for request types that involve groups like maintenance/ cleaning staff. These users are not community administrators and do not have full access to the feature but are responsible for specific actions (i.e. service request types) in the community.
9. Determine if payment is required for the service request type and if applicable, enter the payment amount. Once complete, click Save.
Your service request type has now been created. If you require additional information, for the service request type, you can create custom fields. Refer to the following guide for detailed instructions: Service Requests: How to Add/Edit Custom Fields.
Additional Resources
- Service Requests: Setup
- Service Requests: How to Add/Edit Macros
- Service Requests: How to Add/Edit FAQ's & Knowledge Base
- Service Requests: How to Add/Edit SLA