The Maintenance Requests feature in Propra allows property management teams to create, track, assign, and manage maintenance work across their properties.
Requests can be created in multiple ways and tracked through their full lifecycle—from submission to completion and billing.
Creating a Maintenance Request
Maintenance requests can be created in several ways:
By Residents
Through the Residential Portal using the Create Request button
By emailing [email protected] (click here for more instructions)
By Property Management Team
During an inspection in the Property Manager App
From desktop:
Go to the Property → Unit (or common area like gym/lobby)
Select the three-dot menu
Choose:
Create Request (one-time)
Create Scheduled Request (recurring)
Types of Requests
One-Time Request
Used for single issues (e.g. leaky faucet)
Scheduled (Recurring) Request
Used for ongoing maintenance (e.g. gutter cleaning, monthly cleaning)
How scheduling works:
Set the next request date
Choose a frequency (e.g. every 2 weeks)
The system will automatically create future requests based on this schedule
Creating a Request
When creating a request in propra you can enter the information required for the request. Information options are
On Behalf Of
Select this to include tenant details
Choose the appropriate tenant (if multiple)
This allows the operator to contact the tenant
If not selected → no tenant contact info is shared
If you had On Behalf Of unselected and then wish to share the tenant contact information after the request has been created you can select the box and this will update for the operator to now see the contact information
Summary vs Description
Summary → Visible to the property owner
Issue Description → An area to provide more details that are visible to staff and contractors
Billable
If enabled in settings:
A bill is automatically created when the request is complete
If not selected:
No bill is generated
What if while a maintenance request is open a residents lease ends and a new resident is now in the unit?
You can select the three dot menu on the request and select Edit
Then select On Behalf Of and change the name to the new resident (the new lease must be entered)
This will update the details for the operators as well
Notifications & Visibility
Requests appear on the Home page or under the Requests menu
A purple bubble indicates new requests
Enable notifications to stay updated
Request Tabs
There are four main tabs on the Requests page:
Open – Active requests
Closed – Completed requests
Pending Owner – Awaiting owner approval
Scheduled – Recurring requests
Use:
Property dropdown to filter by property
Search bar to find specific requests
To delete a scheduled request:
Open the request → three-dot menu → Delete
Request Statuses
Submitted – Request created, needs assignment
Confirmed – Operator assigned and scheduled
Overdue – Deadline missed
Delayed – Operator hasn’t started within 20 minutes
Missed – Appointment missed
Visit Declined – Operator declined
Cancelled – Request cancelled
Completed – Work finished
New Visit Requested – Follow-up needed
Approval – Waiting for property manager action
Owner Approvals
You can request approval from the property owner:
Submit request with an estimated cost and any details you wish to communicate to the owner
The owner will receive an email with a link to their portal to review the request
They can approve or decline and leave comments. Once the owner has approved or declined the request the time and action will be recored on the request in the owner's portal and on the request in Propra
Any comments will appear in the Notes tab
Reviewing a Request
Each request includes several tabs:
Details
Includes issue info and smart template responses (if submitted by resident)
Unit History
Shows past maintenance requests for the unit
Notes
Internal notes from:
Residents
Managers
Operators
Owners
Managers can add notes for operators during assignment
Operators can send tenant-facing notes after completing work
Images
Uploaded by residents, operators, or admins
Costs
Shows contraction invoices, receipts from staff visits and other costs added to the request
Admins can:
Edit costs
Remove markups
View documents (paperclip icon)
Add additional costs
Assigning a Maintenance Request
To assign a request:
Open the request
Review details
Use the Visit box (right side)
Options:
Schedule a staff operator (based on availability)
Delegate to:
Contracted operator
Staff operator (to schedule themselves)
Notes:
Greyed-out operators = not available
Preferred resident times (if provided) will show
Additional Actions:
Add operator notes
Set a deadline
Schedule or assign the visit
You can schedule multiple visits for different operators if needed.
After the Visit
Once work is completed:
Assign another visit or
Mark the request as Complete
⚠️ Important:
Completed requests cannot be edited or reopened
If unsure, use Pause instead (allows edits later)
Billing Options
Charge the Property – Leave bill as-is
Charge the Tenant – Add charge to tenant’s financials
Tenant Pays Directly – Mark this request as not billable and when the request is complete add a charge to the tenant from the tenant's financial page
If Maintenance billing settings are on once a request is completed (if it is billable) a charge to the property will be automatically created based of the amounts on the request's cost tab.
Contractor invoices will have a bill created for the property to pay the contractor for the work completed. The information used will come from the invoice the contractor uploaded when completing their visit
Staff operator visits and additional costs added to the request will create a bill to pay your company for the work completed for managed properties. For owner operator properties an entry to record to maintenance expense is recorded.
Once the bills have been created an $ icon will display at the top of the request or next to the contractor's visit, click the $ icon to view it
The bill links back to the maintenance request. Bills for request visit completed by staff will use the request case number as the bill ref number
Owners can view their bills under Assets → Expenses or by clicking on the maintenance request. In the completed maintenance request a resolution summary and the costs will display for the owner.
Additional Actions
From the request select the three dot menu:
Print request (images must be printed separately)
Pause request: this will change the status to Paused until a visit is assigned
Cancel request: this will cancel any open visits and close the request. The status will display as cancelled.
Complete request: this will cancel any open visits and close the request. The status will display as complete.
Key Things to Know
Requests can be created by residents or admins
Recurring requests automate ongoing maintenance
Notes, images, and costs provide full tracking
Completed requests are locked due to accounting impact
Billing and approvals are fully integrated
Assigning Operators
Operators are the people who complete maintenance requests. There are two types:
Staff Operators: Employees who log in with the Propra Operators App. (click here for the Staff Operator Guide Video)
Contractors: Third-party vendors who receive email links to manage requests via their phone’s browser. (click here for the Contractor Operator Guide Video)
Setting Up Operators
Staff Operator Availability
If a staff operator appears greyed out, this means they are currently unavailable for scheduling.
Common reasons include:
Their working hours do not include the selected time
Approved time off has been scheduled
Another maintenance request has already been assigned during those hours
If an operator is unavailable, you will need to:
Select another available operator
Adjust the scheduled time
Review the operator’s availability settings
Staff Notifications
Once a staff operator has been assigned or scheduled, they will automatically receive a notification.
The notification prompts them to log into the Property Manager App to:
Review the request
Attend the scheduled visit
Complete maintenance updates and actions related to the request
Completing Maintenance Requests
Maintenance requests in Propra can be completed in two different ways depending on your account settings:
Automatic Completion
Approval Required Completion
The default setting is automatic completion.
Once a maintenance request has been completed and closed, it cannot be reopened or modified. Always review the full request carefully before marking it complete.
Automatic Completion
With automatic completion enabled, maintenance requests will automatically move to Complete status when:
24 hours have passed since the last visit was completed or canceled
No additional visits are assigned to the request
This workflow is designed for teams that do not require additional accounting or management approval before closing requests.
Approval Required Completion
If your account has Requires Approval enabled under maintenance billing settings, requests will not automatically complete.
Instead, 24 hours after the last visit has been completed or canceled, and no additional visits are assigned, the request status will change to Approval.
This allows your team time to:
Review the request
Verify costs
Edit billing details
Confirm accounting information before completion
Enabling Approval Workflow
To use approval-based completion:
Go to Accounting
Open your maintenance request billing settings
Enable Requires Approval
Reviewing Requests Before Completion
When a request enters Approval status:
Go to the Requests table
Open the request requiring attention
Review all request details and related costs
You can:
Edit costs
Add additional charges
Review supplier invoices
Confirm billable items
Non-Billable Requests
If the request should not create accounting charges:
Open the three-dot menu
Select Edit Request
Deselect the Billable option
Save your changes
Completing the Request
Once the request has been fully reviewed:
Open the three-dot menu
Select Complete Request
Completing the request will:
Close the maintenance request
Create the related accounting entry in Payables (if billable)
Important Completion Reminder
Once a maintenance request has been completed and closed:
It cannot be reopened
It cannot be edited
Additional changes cannot be made
Always ensure:
All visits are complete
Costs are accurate
Notes and documentation are finalized
Billing details are reviewed
before completing the request.
Using On Hold Status
If work may still continue or additional review is needed, do not complete the request.
Instead:
Change the request status to On Hold
Using On Hold pauses the request while keeping it open for future updates, visits, or billing adjustments.
Tenant Move-Outs and Active Maintenance Requests
If a tenant moves out while a maintenance request is still active, they will stop receiving maintenance request notifications once their lease has been terminated. If the tenant record is also deactivated, they will no longer have access to receive updates through the tenant portal.
If a new tenant moves into the unit and should be associated with the existing maintenance request, you can reassign the request to them. Open the maintenance request, click the three-dot menu, select Edit, and then update the On Behalf Of field by selecting the new tenant. Once saved, the maintenance request will be associated with the new tenant, allowing them to view updates and receive notifications related to the request.
This allows property managers to continue managing and completing maintenance requests without sending notifications to former tenants while ensuring the current tenant stays informed.
