Assign and triage a service request
Set priority, status, category, and assignee so the right person works the ticket. You need staff access to Service Requests.
- Open Service Requests, or go to
/app/service-requests. - Select the building if prompted, then open the ticket from the list (use Search by ID, resident, subject… if needed).
- Open the Ticket info tab.
- Hover Details and click Edit.
- Set Priority (Urgent, High, Medium, or Low).
- Set Status (Open, In Progress, On Hold, or Resolved).
Tip: List tabs use Open, In progress, On hold, and Archived; status values use title case In Progress / On Hold.
- Choose a Category if needed.
- Click Assign staff or vendor… (or the current assignee name).
- In Assign service request, click Search staff or vendor, pick a staff or vendor row (or Use this email), then click Assign.Assign service request dialog — Assign dialog with Search staff or vendor and Assign button
- Click Save on the details section to keep priority, status, and category changes.
Result: The ticket shows the updated priority, status, category, and Assigned to name; assignees may also receive email if notifications are enabled in settings.
Related articles
- Create a service request — Log a new ticket for a resident from the staff Service Requests workspace. You need staff access to Service Requests.
- Resolve or reopen a service request — Close or cancel a finished ticket, or put an archived/resolved ticket back into active work. You need staff access to Service Requests.
- Message on a service request thread — Post a public reply to the resident or a private staff note on a ticket. You need staff access to Service Requests.
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