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) or other reasons to place the request on hold.
- Resolved – Used to indicate and verify that the issue has been resolved, prior to closing the request.
- Closed – Marks a request as fully closed following verification that the repair was satisfactory.
- One Year Warranty – Indicates requests that will be addressed at the one-year mark due to warranty terms. Typically used to address settling and finishing issues like nail pops and superficial drywall cracks.
Changing Individual Statuses
To change the status of a service request, use the top right Status selection to click and select the appropriate status. Refer to the status definitions above, but note that you can use these statuses in whichever way makes the most sense for your team.
The default (or first) status for any newly created service request is Submitted.
The following statuses can be changed without any additional steps:
- Submitted
- Under Review
- Approved
- En Route
- In Progress
- On Hold
- Resolved
- Closed
- One Year Warranty
Once the status is selected, you will see that status changes reflect on the current status and the activity log.
The following statuses require additional steps:
- Declined
- Assigned
- Scheduled
Refer to the sections below for a breakdown of the requirements and steps for each of these 3 statuses.
Declining Service Requests
Select the Declined status as you normally would. You can either click the Decline button or select Declined from the status dropdown.
Once selected, you will be prompted to fill out a reason and add in a description.
Reasons for declining a service request include the following options:
- Not covered under warranty
- Homeowner / occupant caused
- Working as expected
- 1 Year Warranty item
- Duplicate
- Other
Select the reason, enter a description, and click Submit.
Assigning Service Requests
Please refer to this article for instructions on how to assign service requests.
Scheduling Service Requests
Select the Scheduled status from the status dropdown list. On the left, you will see the homeowner’s preferred appointment times. When homeowners submit service requests, they are prompted to select their favoured days & times. You do not need to schedule a service request within their preferred availability but we recommend you try best to accommodate the homeowner.
All of the available appointment times are displayed on the right. Scroll down to find the appropriate date and time. Once you have selected the date & time of your choosing, scroll down and click Schedule.
Performing Bulk Status Updates
Users can efficiently update the status of multiple requests simultaneously, reducing manual effort when assigning tasks to service providers. Begin by selecting the units to update using the checkbox to their left, or use the Select All checkbox to the left of the column headers:
Next, click Bulk Status Update and select the desired status from the dropdown list.
By understanding the statuses, you will efficiently manage and update service request statuses in the Juniper portal, keeping homeowners and trades informed throughout the resolution process.
Questions? Email us at juniper-support@spark.re and we’ll be happy to help!