How to View, Acknowledge, Resolve, Decline or Delete a Maintenance Request (Desktop)
The following are various actions available for a Maintenance Request:
- View: Users may view the Maintenance Request Details Page, which includes
- Acknowledge: User may Acknowledge a Maintenance Request to communicate with the submitter that the request has been received.
- Resolve: User may Resolve a “Pending” Maintenance Request to mark a Maintenance Request as complete outside of a Work Order.
- Decline: User may decline the Maintenance Request.
- Delete: User may delete a Maintenance Request to delete the request from Maintenance grids and the Asset’s record.
Permission Requirements:
- Users with the "View Maintenance Request" permission can view a Maintenance Request.
- Users with the “Edit Maintenance Request” permission can acknowledge, resolve, or decline a Maintenance Request.
- Users with the “Delete Maintenance Request” permission can delete a Maintenance Request.
💥 Maintenance is a premium product and requires a separate license. Please contact your Account Manager for more information on premium product licenses or reach out to Customer Support at [email protected] or call 888.836.6269.
In this article:
How to View a Maintenance Request
How to Acknowledge a Maintenance Request
How to Resolve a Maintenance Request
How to View a Maintenance Request
- 1
- Select Maintenance in the left side navigation.
- 2
- Select the Maintenance Requests tile.
- 3
- Click the "eye" icon under the Actions column next to the Maintenance Request you would like to view.
- 4
- View the Maintenance Request Details page.
How to Acknowledge a Maintenance Request
Users may acknowledge any maintenance requests, either individually or in bulk, to mark them a seen and communicate with the submitter that the request has been received. A notification will automatically be sent to the submitter.
Important! Once a Maintenance Request has been acknowledged, it cannot be undone.
- 1
- In the Maintenance Request grid, select the three dots icon under the Actions column next to the Maintenance Request you would like to resolve.
- 2
- Select "Acknowledge" in the drop-down menu.
- 3
- A notice at the bottom of your screen will confirm acknowledgement.
Note: The original submitter of the Maintenance Request will be notified. The Maintenance Request Grid will also now display the person who acknowledged and the timestamp in the Acknowledged By and Acknowledge At columns.
How to Resolve a Maintenance Request
Users may resolve any “Pending” maintenance requests, either individually or in bulk, to mark them as completed. The Maintenance Request will not be added to a Work Order. Also, the original Maintenance Request submitter will be notified that the Maintenance Request has been resolved.
Maintenance Requests cannot be Resolved if:
- It contains incomplete, required inspections
- It contains uncommitted parts
Important! Once a Maintenance Request has been resolved, it cannot be undone.
- 1
- In the Maintenance Request grid, select the three dots icon under the Actions column next to the Maintenance Request you would like to resolve.
- 2
- Select "Resolve" in the drop-down menu.
Pro Tip! To resolve multiple requests at once, select the check boxes next to the Maintenance Requests, then select Resolve MR in the bulk actions bar.
- 3
- Submit details about the resolution: Request Type, Notes, and Attachments. (optional)
Pro Tip! Give details in the Notes about how and when the Maintenance Request was resolved. Also, attach photos of the before and after!
- 4
- Select "Resolve". A notice will display at the bottom of your screen confirming.
Note: The original submitter of the Maintenance Request will be notified. The Maintenance Request’s status will then change to Declined.
How to Decline a Maintenance Request
Users may decline any “Pending” maintenance requests, either individually or in bulk. The Maintenance Request will not be added to a Work Order. Also, the original Maintenance Request submitter will be notified that the Maintenance Request has been declined.
Important! Once a Maintenance Request has been declined, it cannot be undone.
- 1
- In the Maintenance Request grid, select the three dots icon under the Actions column next to the Maintenance Request you would like to decline.
- 2
- Select "Decline" in the drop-down menu.
Pro Tip! To decline multiple requests at once, select the check boxes next to the Maintenance Requests, then select Decline MR in the bulk actions bar.
- 3
- A message will appear to confirm. Click "Decline".
- 4
- A notice will display at the bottom of your screen confirming.
How to Delete a Maintenance Request
Users may delete any “Pending” maintenance requests, either individually or in bulk.
Important! Once a Maintenance Request has been deleted, it cannot be undone.
- 1
- In the Maintenance Request grid, select the three dots icon under the Actions column next to the Maintenance Request you would like to delete.
- 2
- Select "Delete" in the drop-down menu.
Pro Tip! To delete multiple requests at once, select the check boxes next to the Maintenance Requests, then select Delete in the bulk actions bar.
- 3
- A message will appear to confirm. Click "Delete".
- 4
- A notice will display at the bottom of your screen confirming.
