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OurOMC Documentation

Service Requests

Service Requests are the central tool for tracking work, queries and tasks across your OMCs. A request can relate to a specific unit and contact, or be a general OMC-level task. Each request has a status (Open, Resolved, Accepted) and an action status (Planned, Waiting, Overdue, Complete, etc.) so you can track both the overall outcome and the day-to-day progress.

Requests can be raised by managers directly, submitted through a community channel by a contact, or created automatically from a recurring job template. They can be assigned to an agent, linked to a parent request, associated with a work order, and billed to the OMC or the unit owner.

The list views let you filter by agent, OMC, status and priority to focus on what needs action today. The conversation tab records all internal notes and communications related to the request.

List View

Section titled “List View”
Screenshot
Column Type Description
Ref link The unique reference number for this service request — click to open the full detail view.
Status pill The overall status of this request — Open (in progress), Resolved (completed), or Accepted (signed off).
Action Status pill The detailed action status — for example Overdue, Planned, Waiting, Complete, or Cancelled.
Created dateTime The date and time this request was first created.
Title - A shortname for this request text A short descriptive name for this request — used to identify it in lists and notifications.
Planned Date date The date by which work on this request is planned to be completed.
Supplier pickLink
Unit pickLink The unit this request relates to, if applicable.
Contact pickLink The contact (owner or resident) who raised or is the subject of this request.
Reported By picklist The contact who originally reported this issue, if different from the unit owner.
Category picklist The category that classifies the type of issue or work involved in this request.
Topic picklist
Class picklist
Priority picklist The priority level of this request, determining urgency and response time targets.
Owned By pickLink The team member responsible for driving this request to resolution.
Channel badge The channel (community forum) through which this request was submitted, if applicable.
Completed dateTime The date and time this request was marked as completed.
Source picklist
Type picklist

Detail View

Section titled “Detail View”
Screenshot
Field Type Description
Reference number The unique reference number assigned to this service request.
Status pill The overall status of this request — Open (in progress), Resolved (completed), or Accepted (signed off).
Action Status pill The detailed action status — for example Overdue, Planned, Waiting, Complete, or Cancelled.
Created dateTime The date and time this request was first created.
Title - A shortname for this request text A short descriptive name for this request — used to identify it in lists and notifications.
Detailed description of what is needed longText The full description of what is needed, including any relevant background information.
Parent pickLink
Planned Date date The date by which work on this request is planned to be completed.
Supplier pickLink
Unit pickLink The unit this request relates to, if applicable.
Contact pickLink The contact (owner or resident) who raised or is the subject of this request.
Reported By picklist The contact who originally reported this issue, if different from the unit owner.
Property Manager picklist *** Has been deprecated - no longer available ***
Out Of Hours boolean Indicates this request was received or requires action outside of normal working hours.
Category picklist The category that classifies the type of issue or work involved in this request.
Topic picklist
Class picklist
Priority picklist The priority level of this request, determining urgency and response time targets.
Owned By pickLink The team member responsible for driving this request to resolution.
Billable picklist Whether costs arising from this request will be billed to the OMC, billed to the owner, or included in the standard SLA.
Owner Read dateTime The date and time the contact last viewed this request in the owner portal.
Last Updated dateTime The date and time this request was last updated.
Channel badge The channel (community forum) through which this request was submitted, if applicable.
Completed dateTime The date and time this request was marked as completed.
Source picklist
Type picklist
Attached Files grid Files and images attached to this request, such as photos of the issue or contractor quotes.
fileTypeIcon icon
File name link
Notes longText
editButton icon
Created dateTime
Size text
deleteButton icon
Child Requests grid Sub-requests linked to this request — tasks or follow-on items created as part of resolving this request.
Ref link
Title text
Description longText
Status pill
Action Status pill
Owned By text
Created dateTime
Last Updated dateTime

Available Actions

Section titled “Available Actions”
done_all
lock_open_right
thumb_up
apartment
person
send
add
ActionDescription
done_all
Close		Click to mark request as completed
lock_open_right
Reopen
thumb_up
Accept
apartment
Unit		Click to view or edit details of the unit
person
New Person		Click to add a new person to this unit and grant them access to OMC
send
Mail		Send an email
replyMessage to Followers
local_shippingMail Supplier
sendadminSend email to admin
add
Add		Add to this request
imageReport ImageClick to add image to this request or child request
format_list_bulleted_addAdd Action
add_notesAdd NoteClick to add note visible to agency staff
person_addAdd OMC Follower
person_addAdd Agent Follower

Available Tab Content

Section titled “Available Tab Content”
home
tune
mail
news
home Main Shows the main form fields as described above
tune Data Custom data fields captured for this request, typically populated from the request template.
mail Mailings Emails and notifications sent in connection with this request.
news Notes *** Has been deprecated - no longer available ***

Data

Custom data fields captured for this request, typically populated from the request template.

Field Type Description
Name text The name of this custom data field.
Value text The value entered for this custom data field.

Mailings

Emails and notifications sent in connection with this request.

Field Type Description
From text The email address the message was sent from.
To text The email address the message was sent to.
Class text The type or classification of this mail item.
Subject link The subject line of the email — click to view the full message.
Sent dateTime The date and time this email was sent.
Size text The size of the email message.
Status number The delivery response code returned by the mail server.
Attached link The number of files attached to this email.
Status Text picklist The delivery status of this email — Sent, Bounced, Not Sent, etc.

Notes

*** Has been deprecated - no longer available ***

Raising a request

Section titled “Raising a request”

Most requests should arrive on their own rather than being typed up here. OMC members raise them from the My Requests page when they are logged in, and anyone can raise one by emailing the OMC’s @ouromc.com address — an email to that address becomes a request automatically. If an agent receives a request by email directly, the quickest path is to forward it to the OMC address so it lands the same way.

The New button on this page is for the requests that have no email behind them — a phone call, a letter, a walk-in to the office. You choose the OMC, give the request a short title and a fuller description, and record how it came in. A request only needs an OMC, a title, a description and a source to be created; priority, planned date, unit and contact, supplier and billing can all be added afterwards from the request itself. The two scenarios below show a request created with the full set of details, and the bare minimum.

  1. 1Click [Requests] on the main menu
  2. 2Click on the new button to show options
  3. 3Select [New Service Request] from the new options menu
  4. 4Choose the OMC the request is being raised for
  5. 5Enter a short title that identifies the request at a glance
  6. 6Describe in full what needs to be done
  7. 7Record how the request came in
  8. 8Set how urgent the work is
  9. 9Say who the cost will be billed to
  10. 10Tick Out Of Hours if the work needs an out-of-hours callout
  11. 11Set the date the work is planned for
  12. 12Open the unit picker to link the request to a unit
  13. 13Choose unit TGO01
  14. 14Open the contact picker to record who reported it
  15. 15Choose the contact who reported it
  16. 16Nominate the supplier expected to carry out the work
  17. 17Click Save to raise the request
  1. 1Click [Requests] on the main menu
  2. 2Click on the new button to show options
  3. 3Select [New Service Request] from the new options menu
  4. 4Choose the OMC the request is for
  5. 5Enter a short title for the request
  6. 6Give a brief description of the problem
  7. 7Record how the request came in
  8. 8Click Save - the request opens ready for the rest of the details

Editing a request

Section titled “Editing a request”

However a request arrives, keeping it up to date is core day-to-day work. The open request is arranged in panels — Summary, Details, People and Work Order — and each has its own Edit button that opens a small dialog for just that part of the request. This keeps every change focused and auditable rather than putting the whole record into edit mode at once.

Summary

Section titled “Summary”

The Summary panel holds the request’s title and description — the plain-language account of what is wanted. Edit it whenever the scope of the request changes or the original wording needs to be clearer.

  1. 1Open the request
  2. 2Click Edit on the Summary panel to change the title and description
  3. 3Make the title more specific
  4. 4Add more detail to the description
  5. 5Click Save to store the change

Details

Section titled “Details”

The Details panel is how the request is classified: its priority, the source it came from, the topic and class that place it in the request taxonomy, whether it is billable to the OMC or the owner, and whether it is an out-of-hours job. Good classification is what makes the request analysis and the filtered views useful.

  1. 1Open the request
  2. 2Click Edit on the Details panel
  3. 3Raise the priority
  4. 4Correct how the request was logged
  5. 5Choose the topic that best fits the request
  6. 6Choose the class within that topic
  7. 7Set who is billed for the work
  8. 8Click Save to store the details

People

Section titled “People”

The People panel links the request to a unit and a contact, and names the team member who owns it. The contact list is limited to contacts of the chosen unit, so pick the unit first — changing it clears the contact.

  1. 1Open the request
  2. 2Click Edit on the People panel
  3. 3Open the unit picker
  4. 4Choose unit TGO01
  5. 5Open the contact picker - it is limited to contacts of that unit
  6. 6Choose the contact who reported it
  7. 7Click Save to store the people

Work Order

Section titled “Work Order”

The Work Order panel names the supplier carrying out the work and records the expected cost against one or more budget codes. It is the basis for the supplier instruction and for checking the eventual invoice.

  1. 1Open the request
  2. 2Click Edit on the Work Order panel
  3. 3Open the supplier picker
  4. 4Choose BBB Maintenance Services Ltd to do the work
  5. 5Click Save to store the work order

Attachments

Section titled “Attachments”

Any file relevant to the request — a photo of the problem, a quote, a report, a signed instruction — can be attached to it. Attachments stay with the request and can be sent on to a supplier or a contact from the mailing dialogs.

  1. 1Open the request
  2. 2Click the add button under Attachments and choose the file to upload

Actions and reminders

Section titled “Actions and reminders”

Actions are the individual pieces of work that move a request forward. A reminder is an action planned for a future date — chase a quote, book a contractor, follow up. Logging completed work records something that has already been done, with the date and any notes, so the request keeps a full history. A request cannot be closed until its actions are complete.

  1. 1Open the request
  2. 2Click Add reminder below the Actions list
  3. 3Name the reminder
  4. 4Set the date it needs doing by
  5. 5Click Save to add the reminder
  6. 6reminder saved
  1. 1Open the request
  2. 2Click Log completed below the Actions list
  3. 3Describe the work that was done
  4. 4Add any notes about the work
  5. 5Click Save to log the completed work
  6. 6completed work logged

Child requests

Section titled “Child requests”

A large piece of work can be broken into child requests — separate requests linked back to a parent so each part can be tracked, assigned and billed on its own while the parent gives the overall picture. A child request inherits its parent’s OMC.

  1. 1Click [Requests] on the main menu
  2. 2Switch to the Newest Open Requests view - the request being worked on is at the top
  3. 3Open the parent request
  4. 4Click the add button under Child Requests
  5. 5Give the child request its own title
  6. 6Describe the piece of work this child covers
  7. 7Record how it came in
  8. 8Click Save - the child request is created and linked to the parent

Followers

Section titled “Followers”

Followers are the people kept in the loop on a request — OMC directors, other managers, or agency staff. Anyone can be added as a follower or removed again at any time; followers see the request in their own list and receive the messages sent from it.

  1. 1Open the request
  2. 2Open the [Add] action menu
  3. 3Open the Add menu and choose Add OMC Follower
  4. 4Choose the contact to follow the request
  5. 5You can see the follower has been added
  6. 6Click the x on a follower chip to stop them following the request
  7. 7Confirm removing the follower

Messaging followers

Section titled “Messaging followers”

There are two ways to write to followers. Message to Followers posts a comment that every follower receives — this is the normal way to keep everyone informed. Choosing a follower by name from the Mail menu sends that one follower a direct email.

An example of this might be, to request a director to respond on a particular request. Only the director will receive the mail, and when they respond the update goes to all followers.

No walkthrough available for request-email-follower.

Mail history

Section titled “Mail history”

Every email sent about a request — to suppliers, to contacts, to followers — is recorded on the Mailings tab, with the sender, the recipient, the subject, the time it was sent and its delivery status. Open any row to see the exact copy the recipient received.

  1. 1Click [Requests] on the main menu
  2. 2Switch to the Newest Open Requests view - the request being worked on is at the top
  3. 3Open the request
  4. 4Open the Mailings tab to see every email sent about this request
  5. 5Each row is one email - who sent it, who it went to, the subject, when it was sent and its delivery status
  6. 6Click on the subject to open a full copy of the mail
  7. 7The full copy of the email, exactly as the recipient received it

Mailing Suppliers

Section titled “Mailing Suppliers”

The Mail Supplier action opens a dialog for emailing one or more suppliers about the request — useful for requesting a quote or arranging access. Preview checks the merged content first, and Attach produces the content as a PDF attached to the request without emailing anyone — handy for a paper trail when a supplier is contacted by phone instead. Send Emails sends it for real, and is logged the same way as any other outgoing mail.

Producing work orders for Suppliers

Section titled “Producing work orders for Suppliers”

Users can create a reusable communication template which provides the format for a work order. You can then use that to produce a PDF file with work order information that describes an issue. The PDF file is attached to the request.

  1. 1Click [Requests] on the main menu
  2. 2Open the request to prepare a letter for the supplier
  3. 3Open the [Mail] action menu
  4. 4Click Mail Supplier to open the supplier mailing dialog
  5. 5Select BBB Maintenance Services Ltd as the supplier
  6. 6Click the Template button and choose the Supplier Request template
  7. 7Click Attach to generate this as a PDF and attach it to the request, without emailing anything
  8. 8Confirm generating and attaching the PDF
  9. 9The generated letter is now attached to the request, ready to send or print separately

Mailing requests to suppliers.

Section titled “Mailing requests to suppliers.”

Users can send an email to suppliers, with or without a communication template A common pattern is to attach the work order to the request as a PDF, and then send a more personal mail, attaching the format work order with the instructions.

  1. 1Click [Requests] on the main menu
  2. 2Open the request to mail the supplier for real
  3. 3Open the [Mail] action menu
  4. 4Click Mail Supplier to open the supplier mailing dialog
  5. 5Select BBB Maintenance Services Ltd as the supplier
  6. 6Enter a short message for the supplier
  7. 7Click Send Emails to send the mail to the supplier for real
  8. 8Confirm sending the mail to the supplier
  9. 9Click [Requests] on the main menu
  10. 10Reopen the request so the Mail Supplier action is captured for the documentation