Today we are going to look at how you manage requests in the Resvu platform. We are going to be focusing on the global dashboard, or you may call this the manager's dashboard. We will also be looking at individual request management itself.

You will need to have the correct permissions set in order to publish alerts. To check this, navigate to:

Settings ➡️ Admins ➡️ Edit your chosen admin ➡️ Select roles & permissions ➡️ Scroll down to access detail ➡️ Expand workflows and ensure that workflows has full access selected.

When you first log in to the admin portal, you will be greeted by the global dashboard or, as mentioned, the manager's dashboard. There are two tabs:

Underneath the tabs, we have a range of filters:

You can also clear all filters in one go with the clear button.

The dashboard shows the following information:

If you hover your mouse over the column headers, you will see ellipsis appear at the end of each column. If you click on the ellipsis, you can hide that column, or you can click manage columns to show and hide any of the dashboard columns.

If you select one or more requests using the checkbox, the option to export your selection to a CSV file will appear. This is a fantastic method for sharing request information with external stakeholders.

If you click on a request, it will load that specific request for you to work on. The screen will show the request with the request ID and community name at the top. The request name (which is the workflow template name) will appear below that.

There is a single request tab which shows you the details of the request. Essentially, these are the fields you defined in the workflow template, but now they should be populated with information from the resident.

Below the request details there is an activity log that shows every change made to the request, and who changed it and when. There are tabs to filter the view to everything, just the comments or just the activity.

Below this you can add public (shown to the resident) or internal (shown to admin users with at least read access to the workflows feature) comments. You can also upload files.

If we go back up, on the right-hand side is the properties tab. This shows the requestor which is the name of the resident responsible for the request, and who are the assignees for this request, that is which members of your team are handling this request. You can have more than one assignee.

Beneath user details, there is the request status, and priority. Both of these can be clicked and a drop-down list of all available options.

You can also set a follow-up date.

The communicate options allow you to make this request visible to the community, which effectively shares this request with every resident of that community, providing transparency for all community members.

A live link can be created too. This provides a shareable link which shows a digital version of the request details for contractors and external stakeholders. This can be saved as. PDF. You can copy that live link and remove it with subsequent buttons.

When a request reached its conclusion changing the status to a completed one will not automatically close this request. The reason for this is to allow for any post-completion admin tasks. When you are ready, you can close the request by clicking on actions in the top right-hand of the screen and choosing close request.

We have covered how to use the platform to see requests and what all the various screens and options mean, however this is only part of the job. Knowing how best to use the various parts will not only improve efficiency but allow you to offer better service to your residents.

Each section below discusses the use cases for some of the elements mentioned above. They will assume you have already read those sections above.

While each specific workflow template will have different goals to achieve and methods to go about that, the ultimate goal of any request is to provide your residents with a service.

This statement will frame how you should manage all requests.

Using the dashboard daily to check active requests is crucial to abreast of your resident's needs. However, using the filters effectively cuts management time down, so you can focus without distraction on what needs to be done. Using the assignee filter is a great way to quickly see everything sitting in your purview.

Couple this with the status filter to quickly check new requests, or ones waiting on you. This depends on how you have setup your workflows and we have a separate article on doing this effectively.

Follow up date filter set to today, will show all requests you need to go through and send a follow up to residents for.

This is not an exhaustive list, but feel free to let us know which filter combinations you find the most effective for delivering a better service.

Multiple requests across many communities means situations will change quickly over time. Jumping into a request to where it sits can be daunting at first, but there are some steps you should take to ensure you are focused.

These properties will help guide you through managing your daily workload. We will discuss them more below.

The flow of information does not always stop with a filled-out request, and while status can provide the resident with some information you usually need more to properly update them on what is happening. In short, use the comments field!

You can seek more information or provide a more contextual update to your resident cutting back on emails and phone calls.

Remember, it is not just residents you may need to update, but your team too. Internal comments can achieve this, and more. Internal communications can help add clarity to what you did during a period of time - so audits become more transparent and accountable.

At first setting and understanding a priority does not seem too difficult, but as various requests fly in are you really treating them in the manner they require? Priority is a key metric for how soon you need to action and close a request, but we all know the phrase 'if everything is urgent, nothing is'.

At this stage, you cannot set your own priority types - only the five types exist. However, we encourage you to use these types in your own custom priority matrix. This is something your whole team can use to properly set a request's priority.

Status is unique to each workflow template, and you have complete control over what these statuses are; they are setup during the template creation. The statuses for a workflow determine its lifecycle. The request will begin here, go there, complete that thing, await some feedback, need a debrief and then its closed - as an example. There is a lot of uniqueness and opportunity to become very granular.

However, we would suggest avoiding using the status beyond determining the milestones of the request lifecycle. It can be confusing for your team, but also residents if you communicate all updates during the request via the status.

What can be quite useful though, is including the responsible stakeholder in the status. This clearly indicates to everyone whom the request is awaiting action from to continue.

This video shows how you can manage a workflow request