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

Column	Type	Description
Ref	link	The unique reference number for this service request — click to open the full detail view.
	icon	Open this request in edit mode.
	icon	Mark this request as resolved and close it.
Owner Management Company	picklist	* Has been deprecated - no longer available *
Title - A shortname for this request	text	A short descriptive name for this request — used to identify it in lists and notifications.
Status	picklist	The overall status of this request — Open (in progress), Resolved (completed), or Accepted (signed off).
Action Status	picklist	The detailed action status — for example Overdue, Planned, Waiting, Complete, or Cancelled.
Planned Date	date	The date by which work on this request is planned to be completed.
Unit	link	The unit associated with this request — click to view the unit detail.
Person	link	The name of the contact associated with this request — click to view their detail.
Channel	badge	The channel (community forum) through which this request was submitted, if applicable.
Reported By	picklist	The contact who originally reported this issue, if different from the unit owner.
Created	dateTime	The date and time this request was first created.
Category	picklist	The category that classifies the type of issue or work involved in this request.
Priority	picklist	The priority level of this request, determining urgency and response time targets.
Owned By	picklist	The team member responsible for driving this request to resolution.
Approved	dateTime	The date and time this request was approved.
Completed	dateTime	The date and time this request was marked as completed.

Detail View

Field	Type	Description
Reference	number	The unique reference number assigned to this service request.
Owner Management Company	picklist	* Has been deprecated - no longer available *
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	link	The parent request this request is linked to, if this is a sub-task or follow-on request.
Work Order	link	The associated work order or budget reference for this request.
Status	picklist	The overall status of this request — Open (in progress), Resolved (completed), or Accepted (signed off).
Action Status	picklist	The detailed action status — for example Overdue, Planned, Waiting, Complete, or Cancelled.
Planned Date	date	The date by which work on this request is planned to be completed.
Unit	picklist	The unit this request relates to, if applicable.
Contact	picklist	The contact (owner or resident) who raised or is the subject of this request.
Phone	phone	The phone number of the contact associated with this request.
Email	email	The email address of the contact associated with this request.
Channel	badge	The channel (community forum) through which this request was submitted, if applicable.
Reported By	picklist	The contact who originally reported this issue, if different from the unit owner.
Created	dateTime	The date and time this request was first created.
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.
Priority	picklist	The priority level of this request, determining urgency and response time targets.
Owned By	picklist	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.
Approved By	badge	The name of the person who approved this request.
Approved	dateTime	The date and time this request was approved.
Completed	dateTime	The date and time this request was marked as completed.

Available Actions

No actions available.

Available Tab Content

home

attach_file

account_tree

tune

chat

lists

mail

news

home	Main	Shows the main form fields as described above
attach_file	Attached Files	Files and images attached to this request, such as photos of the issue or contractor quotes.
account_tree	Child Requests	Sub-requests linked to this request — tasks or follow-on items created as part of resolving this request.
tune	Data	Custom data fields captured for this request, typically populated from the request template.
chat	Conversation	The conversation thread for this request — internal notes and messages between staff and the contact.
lists	Actions	To-do actions and follow-up tasks associated with this request.
mail	Mailings	Emails and notifications sent in connection with this request.
news	Notes	* Has been deprecated - no longer available *

Attached Files

Files and images attached to this request, such as photos of the issue or contractor quotes.

Child Requests

Sub-requests linked to this request — tasks or follow-on items created as part of resolving this request.

Field	Type	Description
Ref	link	Reference number of the child request — click to open it.
Title	text	Short title of the child request.
Description	longText	Full description of the child request.
Status	picklist	Current status of the child request.
Created	dateTime	When the child request was created.
Last Updated	dateTime	When the child request was last updated.

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.

Conversation

The conversation thread for this request — internal notes and messages between staff and the contact.

Actions

To-do actions and follow-up tasks associated with this request.

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	number	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 ***