> ## Documentation Index
> Fetch the complete documentation index at: https://docs.unitefoundation.in/llms.txt
> Use this file to discover all available pages before exploring further.
# Resolve Maintenance Requests from Submission to Close
> Manage every maintenance request end-to-end: receive tenant submissions, assign vendors, track work order progress, and close with a documented resolution.
When a tenant submits a maintenance request through their portal, PropManager routes it directly into your workflow so nothing slips through the cracks. This guide walks you through the entire lifecycle of a maintenance request — from receiving the initial submission and assigning a vendor, to tracking work order progress and closing the request with a documented resolution.
Requests marked **Emergency** priority trigger an immediate SMS notification to you and any other contacts listed under **Settings > Emergency Contacts**. Respond to these as quickly as possible — PropManager cannot contact emergency services on your behalf, and delayed responses to true emergencies (fire, flooding, gas leaks) may expose you to liability.
## Receiving and Reviewing Requests
All incoming maintenance requests appear on the **Maintenance** dashboard (main menu > **Maintenance**). New requests display at the top under the **New** column. Each request card shows:
* **Unit and property** — which unit the request originated from
* **Priority** — Low, Normal, Urgent, or Emergency (set by the tenant when submitting)
* **Description** — the tenant's written description of the issue
* **Photos** — any images the tenant attached at submission
* **Submitted date and time**
Click any request to open the full detail view. From here you can review all the information the tenant provided before taking action.
**Responding to the tenant:** In the detail view, click **Send Update** to post a message to the tenant. They'll receive an email notification and can view your message in their portal. Use this to acknowledge receipt, ask clarifying questions, or share an estimated timeline before a vendor is assigned.
## Assigning a Vendor or Staff Member
Once you've reviewed the request and are ready to act, assign it to a vendor or internal staff member.
1. In the request detail view, click **Assign**.
2. Select a vendor from your **Saved Vendors** list, or type a name to search. To add a new vendor, click **+ Add Vendor** and enter their contact details — they'll be saved for future requests.
3. Set a **scheduled date** for the work to be completed.
4. Add any internal **notes** the vendor should know (e.g., tenant prefers morning visits, door code is 4821).
5. Click **Create Work Order**. The vendor receives an email with the full work order details, including the tenant's description, any photos, and the scheduled date.
Use **auto-assignment rules** (Settings > Maintenance > Auto-Assignment) to automatically route recurring request types to a designated vendor. For example, you can configure all plumbing requests to go directly to your plumber and all HVAC issues to your HVAC contractor — eliminating the manual assignment step entirely for common issues.
## Managing Work Order Progress
Work orders move through a defined status flow so you always know where each request stands:
```
New → Assigned → In Progress → Completed → Closed
```
**How vendors update their status:** When a vendor receives their work order email, it includes a secure link they can use to update the status without needing a PropManager account. They can mark the work order as **In Progress** when they begin and **Completed** when they finish. Each status change triggers a notification to you.
**Uploading completion photos and notes:** Vendors can attach photos and leave completion notes through their update link. You can also upload photos and notes yourself from the work order detail view by clicking **Add Documentation**. This creates a permanent record of the work performed, which is useful for warranty claims, insurance, and future maintenance history.
## Closing a Request
When the work is done and you've confirmed the resolution:
1. Open the work order and review the vendor's completion notes and photos.
2. Click **Mark as Completed** to move the status to Completed and notify the tenant automatically.
3. Review any final details, then click **Close Request** to archive the work order.
**Tenant satisfaction rating:** After a request is marked Completed, the tenant receives an email asking them to rate the resolution on a 1–5 scale and leave an optional comment. Ratings are recorded on the request and aggregated on your vendor profiles, giving you performance data over time.
If a tenant replies to the completion notification indicating the issue wasn't resolved, they can submit a new request and reference the original. You'll see the linked request ID in the new submission. PropManager does not automatically re-open closed work orders, but you can manually change the status back to **In Progress** from the closed work order's detail view if needed.
## Related Resources
Learn about the tenant portal submission experience, priority levels, and vendor management features.
Set up tenant portal access so tenants can submit and track their own maintenance requests.