Managing Service Request Visibility (Juniper)
Marking a service request as "Internal" hides it completely from homeowners, realtors, and occupants. "External" is the default and keeps a request visible as normal. You can switch a request between the two at any time from the Service Requests dashboard.
Getting Started
- Who can do this: Property Developers and Admins. Service Managers and Strata Managers can't change visibility themselves, though Strata Managers can still view Internal requests as a staff-level role.
- Before you start: There's no visibility setting on the request creation form. Every request starts as External, and visibility is only ever changed afterward, from the dashboard.
Setting Visibility
From the Service Requests dashboard, click Manage Visibility. This opens a dialogue where you can search and filter your requests, select one or more, and set them to Internal or External in a single action.
Manage Visibility isn't limited to one request at a time. The dialogue works across your entire Service Requests dataset, so you can search, filter, multi-select, and apply Internal or External to everything selected in one step.
You can change a request's visibility at any time, in either direction.
What Does Internal Actually Hide?
Marking a request Internal removes it from the homeowner or contact's view entirely. It doesn't just hide certain details: the request disappears from their portal and dashboard altogether. Email notifications to the homeowner or contact are also held back while a request stays Internal.
Note: Visibility is evaluated live, not as a one-time snapshot. If a request already has homeowner messages or attachments on it, marking it Internal afterward removes the homeowner's access to that entire request, including everything that was already shared. There's no partial or "going forward only" version of this. If you need the homeowner to keep access to prior activity, don't mark an in-progress conversation Internal after the fact.
Previously sent emails can't be recalled. Marking a request Internal only suppresses notifications sent after that point.
What Isn't Affected by Visibility
Staff reporting and exports still include internal-only requests. Visibility only controls what the homeowner or contact can see; it has no effect on staff-facing reports.
Status, custom status labels, and the Service Request name also don't interact with visibility. A request can carry any status, any custom label, and any visibility setting, independently of one another.
Is Manage Visibility Available on Mobile?
Not yet. Visibility is currently a web-only feature. It isn't viewable or settable from the Juniper mobile app.
Questions? Contact the Juniper support team at juniper-support@spark.re.