How requests work
An overview of the maintenance request lifecycle in OneRental.
The lifecycle of a request
Tenant submits → You review and assign → Work completed → Request closedAll requests are tracked under Maintenance in your workspace.
Request statuses
| Status | Meaning |
|---|---|
| Open | Submitted, not yet reviewed |
| In progress | Acknowledged and being handled |
| On hold | Paused (e.g. waiting on parts or scheduling) |
| Completed | Work finished |
| Cancelled | Request withdrawn or no longer needed |
Request details
Each request includes:
- The unit and tenant it came from.
- A title and description of the issue.
- Priority level (low, medium, high, urgent).
- Any photos attached by the tenant.
- Internal notes and a work history log visible only to your team.
Urgency
Tenants can mark a request as urgent for issues that require immediate attention (e.g. no heat, flooding, broken locks). Urgent requests are flagged in your queue, and the property's landlord/owner is emailed as soon as the request comes in.
Internal notes
You can add internal notes to a request to track context, vendor quotes, or scheduling details — these are never shown to the tenant.