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Understanding the Service Request Dashboard (Juniper)

The Service Request Dashboard is a vital tool that enables clients to efficiently manage service requests and deficiencies across their properties. By understanding its features and statuses, users can streamline resolutions, notify trades promptly, and track progress effectively.

Recent Changes - April, 2025

You’ll notice everything loads instantly now, giving you full visibility without the need to scroll endlessly to view all service requests.

We’ve also moved the “select all” checkbox to the top of the column. It now captures every item—including grouped ones—making bulk actions easier than ever.

All columns are now fully sortable, and when you’re filtering by status, you can now select multiple options—like "On Hold" and "Under Review"—at the same time.

Search has also leveled up. You can now search by suite, area, asset, description, status, who it's assigned to, and even ticket number.

Lastly— the days since submission count now only shows open items, giving you a cleaner, more actionable view.

Understanding the Status Overview

The Status Overview section displays all service requests across your properties. There are 12 status options, each serving a distinct purpose:

  • Submitted – The default status for new service requests.
  • Under Review – Used to indicate when the request is being reviewed, or when additional information is needed from the homeowner.
  • Declined – Requests determined to not be covered under warranty. Declining a request allows you to provide reasons visible in the activity log to the homeowner.
  • Approved – Confirms that a request is covered under warranty and will be addressed.
  • Assigned – Used to assign a request to a service provider.
  • Scheduled – Used to schedule a service request repair visit.
  • En Route – Used when a service provider is on the way to an appointment.
  • In Progress – Indicates that work has begun on the request.
  • On Hold – Used when external factors delay resolution (e.g., waiting on materials).
  • Resolved – Interim status before closing to verify completion.
  • Closed – Marks a request as fully resolved.
  • One Year Warranty – Indicates requests that will be addressed at the one-year mark due to warranty terms.

You can now select multiple statuses by simply clicking the status within the ‘status overview’. These statuses act as filters, similar to what you would see in the ‘filter by’ button. 

Using the Days Since Submission Tally

This section tracks the age of service requests. This excludes declined, resolved, and closed requests to help identify overdue items that are still active. By clicking on one of these three options, you will be able to identify only those service requests in the bottom section.

Searching for Service Requests

The search bar allows users to find requests using:

  • Suite number
  • Text in the description
  • Area
  • Asset type
  • Status
  • Ticket number

Showing Resolved Tickets

By default, only open tickets are displayed in the dashboard. Selecting the 'Show Resolved Tickets' checkbox will show you all resolved, closed and declined requests.

Grouping Requests

The 'Group' button consolidates multiple requests into a single item. This is useful for work orders or walkthroughs. Users can expand grouped items to view details or ungroup them as needed.

Performing Bulk Status Updates

Users can efficiently update the status of multiple requests simultaneously, reducing manual effort when assigning tasks to service providers.

Note: to ‘select all’ requests, use the checkbox to the left of the Unit | SL# column. 

Filtering Service Requests

Filters allow users to refine the request list based on:

  • Service request type/origin (walkthrough, warranty and others)
  • Start & end dates
  • Project
  • Specific units (requires the project to be selected first)
  • Building & level (requires a project to be selected first)
  • Issue type & asset type
  • Assigned service provider (trade)
  • Tags for additional categorization

All columns can be sorted as well. To do so, just click the column heading that you’d like to sort.

Exporting Data

Users can export data as a CSV (for internal reporting) or PDF (for sharing with trades, including images). The PDF format is ideal when providing deficiency details for resolution as it will include all photos. The CSV is ideal as it contains more data fields and can be used for advanced analytics and reporting.

To export data, you will need to use the select all option or individually select the service requests you want to export. This is true for both the CSV & PDF exports.

Summary of Key Steps:

  • Familiarize yourself with the Status Overview to manage service requests efficiently.
  • Use the Days Since Submission tally to monitor outstanding requests.
  • Search for service requests by suite number, description, or asset type.
  • Display or hide resolved tickets as needed.
  • Group requests for easier management and tracking.
  • Utilize bulk status updates to streamline workflow.
  • Apply filters to view only relevant service requests.
  • Export data for reporting and communication.

Conclusion: By following these steps, you will effectively manage service requests, ensuring timely resolutions and streamlined communication with trades. If you encounter any issues or need further assistance, please reach out to our support team.

Questions? Email us at juniper-support@spark.re and we’ll be happy to help!