Requester portal

The deliberately simple surface for occupants and residents - report a problem, follow its progress, and message the team about it. Nothing else.

The portal is what Requesters see instead of the application: one place to report a problem and watch what happens to it. No asset registry, no queues, no training required.

What a requester can do

The portal has four sections: a rail down the left on a computer, a tab bar along the bottom on a phone.

• New request - three short steps: what needs attention (a room or area, equipment, a building system, or outdoor infrastructure), where it is, and what's wrong, with optional photos. Their name and email are added automatically
• My requests - their own submissions, filtered to open, closed or all. Each shows its progress: submitted, reviewed, work under way, completed
• Messages - every request's conversation with staff in one inbox, with a count of unread replies. Answer clarifying questions, add details and photos
• Account - their sign-in settings, including passkeys for signing in with a fingerprint, face or device PIN
• Edit a submitted request - fix a typo or add the detail they forgot, until staff review it
• Nothing else - they cannot see other people's requests, your assets, costs, or documents

Reporting infrastructure

When the organization has the infrastructure module and allows feature requests, a requester can pick Infrastructure instead of a room, equipment or a system. Site and building do not apply to a sidewalk or a hydrant, so they are replaced by Feature class and Network, both optional, which narrow a searchable list of features. A requester limited to certain networks only sees those. The request carries no site or building, and is routed by the feature's network.

Choices made for them

Any list with exactly one option is filled in automatically and shown as selected: one site, one building in the chosen site, one room, piece of equipment or system, and one work category when a category is required. A request type the organization allows on its own skips the type step. On a phone, if every part of "where" was filled in this way, the wizard skips that step and shows the answer on the review screen. A list narrowed by the requester's own search is never filled in for them.

On a phone, sites and buildings show as buttons when there are four or fewer, and as one row that opens a searchable list when there are more.

That last line is the point: you can hand portal access to every teacher, tenant, or arena user group without any data-exposure conversation.

Getting people into the portal

Invite them with the Requester role under Settings → Users (or via self-registration options if enabled for your organization). They sign in the same way staff do - email one-time passcode - and land in the portal automatically.

The zero-login path: QR codes

Most reporters won't remember a URL. Location and asset QR codes are the workaround: a scan on the broken door opens a submission form already tagged with that door. Post location codes at entrances, gyms, and rinks and problem reports start arriving pre-triaged.

What staff control

Under Settings → Requester Portal, Administrators control six toggles:

• Show work order status - whether requesters see the status of the work order their request became. When off, a request's progress stops at "Reviewed"
• Show completion notes - whether the close-out notes are visible to the requester
• Allow location / asset / system / feature targets - which "where is the problem?" pickers the submission form offers (the feature picker additionally requires the infrastructure module)

Auto-routing for incoming requests lives under Settings → Work Orders (details).

Communicating back

Each request's conversation thread is the channel: messages staff send appear in the portal's Messages section within about 30 seconds, new replies are emailed and badged as unread, and the same thread continues on the work order after conversion - so "any update on my door?" has a place to be asked and answered. Two habits pay off:

1. Close the loop on declines. "This is the landlord's responsibility - forwarded to them" costs ten seconds and preserves trust.
2. Don't over-communicate mechanics. Requesters see clean statuses and your messages - not your internal queue gymnastics. Internal coordination belongs on the work order itself, which requesters never open.

Related

• Work requests - what happens after submission
• Roles & access - how the Requester role is enforced