Request Hub
The Request Hub page displays work requests in a grid format, allowing users who are responsible for multiple properties to more easily manage high priority work requests from creation to completion. By default, the Request Hub page displays all of the active work requests you have permission to access. Closed work requests are not displayed. You can filter the page so that you can zero in on a particular set of requests, for example, those at a particular property, of a specific priority, or in a certain status.
To open the Request Hub:
Two filters appear at the top of the page:
The Request Hub page displays all active work requests at all of your properties. Closed work requests are not displayed. The page refreshes automatically, every 5 minutes, to display new requests, remove closed requests, and indicate any changes made to the requests such as changes in status or assignment. You can click the Refresh Now button to force an update at any time. You can also toggle the Refresh Every counter to change whether the page automatically refreshes every 5, 10, or 15 minutes.
You can use the navigation controls at the bottom of the page to skip to the first, previous, next, or last page of results or to jump to a particular page. You can also control the number of items that are displayed on each page.
By default, the newest requests are displayed first. The following information is displayed for each request:
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Status – the current status of the work request (for example, Open or In Progress)
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Date/Time Requested – the date and time that the work should be completed by
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Request ID – the unique identifier of the work request, displayed as a link; clicking this link opens the Request Details page
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External WO ID – the ID associated to the work request by an external system, if applicable
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Created By – the name of the user who entered the request into the system, which may or may not be the same as the Requested By user
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Property – the name of the property at which the request was made
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Property City – the city the property is located in
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Property State – the state the property is located in
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Assigned To – the name of the person the request is assigned to
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Crew – if Crews functionality is enabled, the name of the crew the request was assigned to
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Priority – value indicating how high of a priority it is to complete the work
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Service Type – the service type associated with the work type and subType
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Origination Code – a code indicating where the request originated (for example, Phone Call or Support Team)
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Complete By – the date and time the work should be completed by (as defined by SLA calculations)
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Request Type – the type of work to be done
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Request Subtype – the work subType, which further classifies the type of work to be done
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Statement Of Work – the current statement of the work indicating what is to be done to complete the request
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Activity Group – a broad classification of request types, for example, preventative maintenance or service requests
If you want to display different information about your requests, you can add or remove columns. If the text contained within the column is too long to fit on the display, an ellipsis (…) appears at the end of the value. If you hover your mouse over the value, a pop-up window opens to display the full value. This is particularly useful with columns such as the Statement of Work or Last Update.
The rows may be color-coded, to indicate the current request status. For example, Open requests might be blue while In Progress requests are green. A super administrator can configure the colors associated with each request status. The system also highlights requests that need attention:
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Red Text – Red text is used in rows that contain high priority work requests. Your system administrator defines which priority values are considered high priority.
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Bold Text – Bold text is used in rows that contain requests that are overdue. A work request is considered to be overdue if the Complete By date and time is in the past.
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Attention Icon – The attention icon 
may appear in the Priority or Complete By column to draw your attention to requests that are high priority or overdue.
You can change the default view of this page to better focus on the requests or information that is important to you. When you make a change to the default view, the system saves your preferences and displays the page in that same state when it is next opened. The system saves the current state of the Request Hub page every 3 seconds. The following changes can be made:
You can change the order in which columns are displayed by clicking a column heading (for example, Status, or Request ID) and dragging it to another position in the grid. A 
icon appears if you've dragged the column heading to a valid location. A 
icon appears if you've dragged the column heading to a location where it cannot be moved.
By default, the Request Hub page is sorted in ascending order by request ID. You can sort the page by a different column in either ascending or descending order.
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Click a column heading once to sort the page by that column in ascending order. A small Up arrow is displayed next to the column name to indicate that the page is sorted.
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Click a column heading a second time to sort the page by that column in descending order. A small Down arrow is displayed next to the column name to indicate that the page is sorted.
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Click a column heading a third time to remove the sort.
You can also sort by a column by clicking the small drop-down menu to the right of the column heading name and selecting Sort Ascending or Sort Descending. You can only sort the page by one column heading; you cannot define nested sorts. For example, if you sort the column by Status, and then click to sort by Priority, the status sort is discarded.
You can change which columns of information appear on the Request Hub page. For example, if all of your properties are in the same city, you may want to hide the City and State columns. Or, you may want to add information, such as the phone number of the person who made the request or information about the last update made to the request. To change the list of displayed columns:
- In any column heading, click the small drop-down menu icon to the right of the column name.
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Select Columns.
A sub-menu appears listing all of the available columns. Columns preceded by a check mark are currently displayed.
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Select and clear the appropriate check boxes to specify the columns you want to display.
The sub-menu persists while you make your selections.
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Once you have selected the appropriate columns, click on the page outside of the sub-menu.
Unselected columns are removed from the display. Newly selected columns are added to the far right of the column list. You can move them to a different position, if needed, by dragging the column heading.
At any time, you can reset the page view to the default contents and layout.
Note:
When you restore the default view, all of the changes you have made (column list, column, order, sorts, filters) are discarded and cannot be recovered.
To reset the default view:
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Click the Reset view to default link.
A dialog box opens asking you to confirm your choice.
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Click OK.
If you do not want to view every work request you have access to, you can add filters to display a subset of these requests. For example, you may want to filter the list to only show requests at a certain property, requests assigned to a particular user, or requests of a certain priority. You can add multiple filters if needed, however you can only filter on one value at a time (that is, you cannot filter the list to show requests at two specific properties at once).
To add a filter:
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Click the Add a filter button.
A drop-down menu appears containing the available filters. Once a filter is selected, a text box appears at the top of the drop-down menu. As you type, the list narrows to only show users whose values that contain the characters entered.
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Activity Group – This filter allows you to view only those requests that are of a certain broad type of activity, for example preventative maintenance or service. requests.
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Assigned To – This filter allows you to view only those requests that were assigned to a certain user.
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Complete By Date – This filter allows you to view only those requests that need to be completed within the date range defined by the From and To dates. You can use the date picker to ensure that your date is in the proper format. If you enter only a From date, the system returns requested that need to be completed on or after that date. If you enter only a To date, the system returns requested that need to be completed on or before that date.
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Origination Code – This filter allows you to view only requests that originated from a certain location, for example, internal team, scheduled, or self service.
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Priority – This filter allows you to view only requests that are of a certain priority, for example, emergency, high, or routine. If you select a property, the list of priorities are further filtered to include the priorities that are associated with that property (either from the associated priority list as defined on the Edit Property page or from the default Priority List). If no property is selected all priorities from all lists are included.
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Property – This filter allows you to view only requests that are associated with a certain property. If the list is already filtered by region, only properties within the selected region are displayed.
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Region – This filter allows you to view only requests that associated with properties in a certain region.
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Service Type – This filter allows you to view only requests that are of a certain service type associated with the request subType.
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Status – This filter allows you to view only requests that in a certain priority status, for example, Open, In Progress, or On Hold.
Some filters are dependent on the other filters already selected. For example, if you filter by region, the property filter will display only those properties in the selected region.
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Select the filter.
The filter is displayed at the top of the page.
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Click the filter button and specify a value.
Date filters allow you to specify a date or a date range. Text filters allow you to specify a text value. Once a filter is selected, a text box appears at the top of the drop-down menu. As you type, the list narrows to only show users whose values that contain the characters entered.
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Activity Group – This filter allows you to view only those requests that are of a certain broad type of activity, for example preventative maintenance or service. requests.
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Assigned To – This filter allows you to view only those requests that were assigned to a certain user.
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Complete By Date – This filter allows you to view only those requests that need to be completed within the date range defined by the From and To dates. You can use the date picker to ensure that your date is in the proper format. If you enter only a From date, the system returns requested that need to be completed on or after that date. If you enter only a To date, the system returns requested that need to be completed on or before that date.
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Origination Code – This filter allows you to view only requests that originated from a certain location, for example, internal team, scheduled, or self service.
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Priority – This filter allows you to view only requests that are of a certain priority, for example, emergency, high, or routine. If you select a property, the list of priorities are further filtered to include the priorities that are associated with that property (either from the associated priority list as defined on the Edit Property page or from the default Priority List). If no property is selected all priorities from all lists are included.
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Property – This filter allows you to view only requests that are associated with a certain property. If the list is already filtered by region, only properties within the selected region are displayed.
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Region – This filter allows you to view only requests that associated with properties in a certain region.
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Service Type – This filter allows you to view only requests that are of a certain service type associated with the request subType.
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Status – This filter allows you to view only requests that in a certain priority status, for example, Open, In Progress, or On Hold.
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WO Create Date – This filter allows you to view only those requests that were created within the date range defined by the From and To dates. You can use the date picker to ensure that your date is in the proper format. If you enter only a From date, the system returns requested that were created on or after that date. If you enter only a To date, the system returns requested that were created on or before that date.
You can specify multiple filters. For example, you can filter by both property and by status. However, you cannot filter by multiple values for a single filter. For example, you cannot filter the list to show both New and Open work orders.
If you have the appropriate security rights, you can make changes to work requests in the editing pane without ever leaving the Request Hub page.
If you do not have the appropriate security rights, you can view information about the request in the editing pane in read-only format. Fields will display as either editable or read-only depending on how your security rights are defined.
To edit a work request:
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Click the Edit icon 
to the right of the request ID.
The editing pane appears. The row you are editing is highlighted to help you keep track of which request you are working with.
At the top of the pane, below the Request ID, the read-only Last Update field indicates the date and time the last update was made to the request along with information about the update.
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Modify any of the following fields:
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General Comment – Enter a value to update the request with comments about the work in progress. Values entered here will be displayed in the Request History pane and can be viewed by all users.
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Internal Comments – Enter a value to update the request with comments about the work in progress that can only be seen by users whose security profiles allow them to see internal comments. Typically, full users who are members of the property team can see internal comments and tenants or guest users cannot.
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Crew - Select a value to chance which crew the request is assigned to.
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Assigned To – Select a value to change which user the request is assigned to.
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Priority – Select a value to change the priority of the request.
Note:
In most cases, changing the property, request type, request subType, or priority will not automatically update the service level agreement (SLA) estimated response or completion times. You can manually adjust the SLA completion time using the Complete By and the Override SLA Completion fields.
The only exception to this rule is when the Automatic Priority Enabled feature is turned on. In this case, changing the property, type, or subType may change both the SLA estimated and completion times according to the automatic priority rules established. If your installation allows you to select a priority when creating a request, the Automatic Priority Enabled feature is turned off.
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Type – Select a value to change the type of work that will be done. If you change the request type, you must also select a new subType.
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SubType – Select a value to change the subType of work that will be done.
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Status – Select a value to change the status of the request.
Note:
Changing the status of a request may trigger other actions by the system, depending on your configuration. For example, changing the status from Open to In Progress can trigger the entry of the SLA Response time. Or changing the status to close may require you to enter a closing comment and will remove the request from the
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Complete By Date/Time – Enter a value to indicate the date and time when the work should be completed.
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Billable – Select a value to indicate whether the work request is billable or non-billable.
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Origination Code – Select a value to indicate where the request originated from, for example, internal team or self-service.
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Statement of Work – Indicates the statement of work originally entered when the work request was created. You can make changes to the statement of work displayed in this field, however, these changes are not reflected in the Request History.
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NTE - Enter a value to indicate the value that total costs (labor, materials, and other costs) should not exceed.
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Notify Requestor - Select this check box to send a notification email to the user who made the request informing him or her of any changes made to the request.
- Click Update to save your changes or Cancel to discard them and close the pane.
Change the Default View