Severity and status
What the severity levels and statuses of a maintenance request mean, and who can change them.
Before you start
Every maintenance request carries a severity, which says how urgent it is, and a status, which says where it stands. Both show on the request card and on the request page, for your team and for the tenant.
- OneView has no approval step. A request doesn't wait for anyone to accept or reject it: it is live the moment it is submitted, and you work it through its statuses.
- Severity is a label for you and your team. It sorts nothing automatically and sends no alert. Use it, together with the filters, to decide what to handle first.
- Owners and Administrators can change the severity and status of any request. Managers and Caretakers can change only the requests they logged themselves.
1. Pick a severity
There are three levels:
- Low: a nuisance that can wait, such as a loose cabinet door.
- Medium: a real problem that needs fixing soon, such as a dripping tap.
- High: something that makes the home unsafe or unusable, such as a burst pipe or a broken front door lock.
The tenant chooses a severity when they report. If they got it wrong, an Owner or Administrator can change it: select Manage on the request, change Severity and select Save changes.
2. Choose a status
A new request starts as Open. When you edit a request, the Status list explains each choice:
- Open: reported, nobody has started.
- In Progress: someone is working on it.
- Done: the work is completed and the request is closed.
- Resolved: the problem is fixed and the request is closed.
- Not Resolved: you couldn't fix it, and the request stays open.
Done and Resolved both close a request. Pick Done when you did the job, and Resolved when the problem is gone.
3. Save the change
Open Maintenance Requests, select Manage on the request, set the severity and status, then select Save changes. You see "Maintenance request updated successfully!"
What happens next
The person who submitted the request is notified of the new status: "Maintenance request “Leaking kitchen roof” is now Resolved." The tenant sees the same status on their own list of requests. Once a request leaves Open, the tenant can no longer edit or delete it. Changing severity alone doesn't notify anyone.
Nothing else changes automatically. No invoice or lease is touched by a request, whatever its status.
Common problems
Where do I approve or reject a maintenance request?
Nowhere, because requests aren't approved. A tenant's request appears in your list as Open as soon as they submit it. If you won't act on it, move it to Not Resolved or Resolved so the tenant sees an answer.
I can't change the status or severity
Managers and Caretakers can only change requests they logged themselves. For any other request, ask an Owner or Administrator.
A closed request still shows in my list
Closed requests stay in the list so you keep a history. Use the Status filter to show only the statuses you want, for example Open and In Progress.