> ## Documentation Index
> Fetch the complete documentation index at: https://kb.manage.management/llms.txt
> Use this file to discover all available pages before exploring further.

# Issues & Requests

> How to report building issues, submit formal requests, and manage them across resident and manager workflows

## Overview

The **Issues & Requests** workspace is the live operational record for your building. It handles two types of records:

* **Issues** — Report maintenance problems, safety concerns, financial queries, complaints, or general building matters
* **Requests** — Submit formal requests that may need approval or payment, such as ordering keys, requesting alteration consent, or submitting a letting notice

Residents can report problems and submit requests, while directors and managers can triage, assign, approve, and track everything through to completion.

<Tip>
  Need to order keys, request pet consent, or notify management about letting your property? See the [Making a Request guide](/guides/requests) for step-by-step instructions.
</Tip>

## Reporting a New Issue

<Steps>
  <Step title="Navigate to Issues">
    Click **Issues** in the sidebar or use the **Report Issue** quick action on your dashboard.
  </Step>

  <Step title="Choose the right issue type">
    Current issue types are **Maintenance**, **Financial**, **Safety**, **Complaint**, and **General**.
  </Step>

  <Step title="Describe the Problem">
    Provide a clear title, explain where the problem is, and include enough detail for someone else to triage it without a follow-up call.
  </Step>

  <Step title="Add photos or documents if they help">
    You can attach supporting evidence such as photos, PDFs, or common document files so the next person has useful context from the start.
  </Step>

  <Step title="Set severity and scope">
    Severity levels are **Low**, **Medium**, **High**, and **Critical**. Where relevant, you can also distinguish between **Personal** and **Building-wide** impact.
  </Step>

  <Step title="Submit the Issue">
    Once submitted, the issue appears in the shared issue list where authorised users can search, filter, and act on it.
  </Step>
</Steps>

## How teams work with issues

<AccordionGroup>
  <Accordion title="Filtering and triage">
    Managers can filter by status, type, severity, team, scope, and assigned property manager. This makes it easier to separate urgent work from routine follow-up.
  </Accordion>

  <Accordion title="Operational actions">
    Depending on your role, you can assign responsibility, update severity, recategorise an issue, add internal notes, and escalate work that needs wider attention.
  </Accordion>

  <Accordion title="Management-company workflow">
    Management-company users can work building by building, use a building selector where needed, and separate finance-led issues from broader property-management work.
  </Accordion>
</AccordionGroup>

## Tracking Issue Progress

### Common views

| View                                                   | What it helps with                                      |
| ------------------------------------------------------ | ------------------------------------------------------- |
| **All issues**                                         | Day-to-day operational triage across the building       |
| **Reported / high priority / in progress / scheduled** | Quick review of the work queue                          |
| **Search + advanced filters**                          | Narrow down by type, severity, team, scope, or assignee |

### What residents see

Residents can report issues, review status changes, and keep track of the items that affect their home or the wider building.

### What directors and managers see

Operational users get a fuller management view, including issue metadata, advanced filtering, and the ability to coordinate the right team or property manager.

## Requests

The same workspace also handles formal requests. Instead of reporting a problem, you choose **Make a Request** and follow a guided wizard to submit a structured request. Requests can involve fees, approvals, and lease checks depending on the type.

For full details on all available request types and how to submit them, see the [Making a Request guide](/guides/requests).

For directors and property managers handling incoming requests, see the [Managing Requests guide](/guides/managing-requests).

## Best practices for better issue records

<CardGroup cols={2}>
  <Card title="Be Specific" icon="target">
    Include the exact location, what is affected, and what the user should avoid or do next
  </Card>

  <Card title="Choose severity carefully" icon="triangle-exclamation">
    Reserve **Critical** for genuine safety or time-sensitive problems that need immediate attention
  </Card>

  <Card title="Use filters consistently" icon="filter">
    Consistent categorisation makes reporting, staffing, and escalation much easier later
  </Card>

  <Card title="Close the loop" icon="check-circle-2">
    Update the issue once work is scheduled or complete so everyone sees the current state
  </Card>
</CardGroup>