Log against a unit
Raise an issue on the specific unit, so the request carries its property, owner, and history from the start.
Maintenance Requests
Track every unit issue from logged to customer-confirmed
Log a maintenance issue against a unit, forward it to the owner, and track it to resolution with the vendor, the cost, and who bears it recorded. Response targets keep overdue work visible, and a resolved request can be reopened with its earlier resolution preserved.
Feature Workflow
What this module helps your team do
A quick map before the detailed product proof. Jump to the area that matters most.
01Request Lifecycle
From a reported issue to a confirmed fix
An agent logs the issue against the unit, forwards it to the owner, and tracks it through to resolution. The request records the vendor, the cost, and who bears it, and closes only once the customer confirms the problem is solved.
- Raise the issue on the unit it belongs to
- Forward to the owner and track to resolution
- Capture vendor, cost, and cost-bearer on the request
- Close only when the customer confirms the fix
Maintenance requestMNT-0421 · Unit 1204
- Logged
- Forwarded to owner
- In progress
- Awaiting confirmation
Vendor
CoolAir FZ
Cost
AED 450
Borne by
Owner
02Service Levels
Make overdue maintenance impossible to miss
Each priority has a response target, so an overdue request shows on the list, on the request itself, and in the statistics. A scheduled visit reminds the assigned agent the day before, keeping site work on time.
- Set a response target per priority level
- Surface overdue requests on the list and in statistics
- Remind the assigned agent the day before a visit
- Keep response times visible to managers, not buried
Response targets1 overdue
- UrgentSame day
- HighWithin 2 days
- NormalWithin 5 days
A scheduled visit reminds the assigned agent the day before.
03Reopen & History
Reopen a request without erasing what was done
If the customer reports the issue is not actually fixed, the request goes back to In Progress with a required reason. The earlier resolution is preserved, and any issue raised from a contract appears in that contract's maintenance history.
- Return a resolved request to In Progress with a reason
- Preserve the previous resolution rather than overwriting it
- Report an issue directly from a contract
- See a contract's maintenance history on its page
ReopenedMNT-0421
Reopen reason · required
“Tenant reports the AC is cooling intermittently again.”
Back to In Progress
The earlier resolution — vendor, cost, and closing note — is preserved, not overwritten.
Capabilities
Maintenance that stays on the record, not in chat
Every issue is tied to the unit and, where relevant, the contract — with responsibility, cost, timing, and history kept in one place instead of scattered across messages.
Forward to the owner
Pass the request to the property owner and track it to resolution without losing who is responsible.
Vendor, cost, and who bears it
Record the vendor, the amount, and whether the owner, tenant, or agency carries the cost.
Scheduled visits
Set a visit date and the assigned agent is reminded the day before, so nothing is missed on site.
Priority response targets
Each priority carries a service level, so overdue requests surface on the list, the request, and the statistics.
Reopen with a reason
When the customer says it is not fixed, reopen the request with a required reason and keep the earlier resolution.
FAQ
Frequently asked questions
An agent logs a maintenance issue against a unit, forwards it to the owner, and tracks it to resolution. The request records the vendor, the cost, and who bears it, and closes only once the customer confirms the issue is fixed.
Continue the workflow
Related features
IRM365 modules are connected. Explore the next capabilities that usually sit beside this feature in a real brokerage workflow.
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