Service Requests on the Resident Portal

Note: Not all communities can submit service requests.

Resident Portal Guide 2022 - Service Requests

Service Request Enhancements - 1/11/2022

Description - character count is limited to 100 characters (including spaces)
Location - character count is limited to 1000 characters (including spaces)

NOTE: For these two fields, users no longer are able to type past the specified character limits, resulting in a decrease in errors and an increase in submitted tickets.

More clarity on failure errors and successfully submitted work orders

An error message appears when there is any failure when submitting a ticket. The user must click "ok" on that message and they stay on that work order to make any needed corrections before trying to submit again. (Most errors are resolved by the changes in 1 and 2 above)
When a work order is successfully submitted, the user again must click "ok" to confirm they have seen the success message. Once they click "ok", they are taken back to the home screen.

Displaying Status/Progress Notes - NEW

As tickets progress through the process, the status (pending, in progress, etc.) is updated for the user to see.
As the status updates, the user also sees the "latest" status note available. This may be an auto-generated message, such as "Work order has been accepted", or maybe a specific message entered by the administrator.

NOTE: Only the last status note displays. This is not intended as a history of the work order.