Issues & Maintenance Management
Comprehensive tools for tracking maintenance requests, property issues, and team collaboration.
Overview
The Issues section is your comprehensive tool for tracking and managing maintenance requests, property issues, tenant concerns, and general tasks across your property portfolio. The system provides robust workflow management, team collaboration, and status tracking to ensure nothing falls through the cracks.
Getting Started
Accessing Issues
Issues can be accessed from multiple locations depending on your workflow needs:
- Global Issues Dashboard: View all issues across your entire property portfolio
- Property-Specific Issues: Focus on issues for a single property
- My Issues: See only issues assigned to you
- Draft Issues: Access your unpublished draft issues
- Archived Issues: Review completed and archived issues
Issue Lifecycle & Status Management
Status Progression
Issues progress through a structured workflow designed to ensure proper tracking and resolution:
Draft
Initial creation, visible only to author
To Do
Published and ready for assignment
In Progress
Actively being worked on
Completed
Work finished and verified
Additional statuses include: Backlog, Cancelled, Duplicate, and Archived
Priority Levels
Viewing & Organizing Issues
Table View
- Detailed list format with comprehensive information
- Sortable columns for efficient organization
- Status-based sections for clear workflow
- Best for scanning large numbers of issues
Kanban View
- Visual workflow board organized by status
- Status-based columns for clear progression
- Quick visual overview of issue distribution
- Best for understanding workflow and bottlenecks
What the Default View Shows
The Issues list is a work queue, so Completed issues drop out of it once they're finished — otherwise a busy portfolio buries the open work under months of closed items.
- Completed issues stay one click away: use the Completed count tab above the table, or select Completed in the status filter
- The All total counts what the table actually renders, so the number and the list always agree
- Count tabs cover In Progress, To Do, and Completed; Cancelled remains available in the status filter
Due Dates at a Glance
Each row carries a due-date chip that shows how much time is left rather than how old the issue is — what you need when deciding what to work on next. The chip changes color as the date approaches: comfortable lead time, then caution within a few days, then Today, then overdue. Very distant or very late dates collapse to 30+d and 30+d late.
Once an issue is Completed or Cancelled the chip disappears — a finished issue can't be late.
Advanced Filtering & Search
Search Functionality
- Real-time search by issue title
- Search through issue descriptions
- Results update as you type
Filter Options
- Filter by status, type, and priority
- Property-based filtering
- Assignee and date range filters
Creating New Issues
Issues can be created from multiple locations and contexts to fit your workflow:
Issue Creation Dialog
The new issue dialog provides comprehensive tools for creating detailed, well-organized issues:
Basic Information
- Title: Clear, descriptive title (required)
- Description: Rich text editor with formatting
- Attachments: Images, documents, and files
Issue Management
- Assignment: Assign to team members
- Priority: Set urgency level
- Type: Categorize issue type
Context & Associations
Link issues to relevant properties, units, and leases for better organization:
- Properties: Associate with one or multiple properties
- Units: Link to specific units within properties
- Leases: Connect to tenant lease agreements
- Related issues: Set parent/child relationships to group connected work, duplicates, or follow-on tasks
- Email Integration: Create issues from email messages — the description arrives prefilled with the message that prompted it, so you don't retype the request
Draft vs. Published Issues
Draft Issues
- Only visible to the creator
- Allow preparation before publication
- No comments or notifications
- Can be edited freely
Published Issues
- Visible to team members
- Triggers notifications
- Comment system activated
- Full collaboration features
Recurring Issues
For maintenance tasks and inspections that need to happen on a regular schedule, you can set issues to automatically recur. When creating or editing an issue, enable the recurring option to specify a frequency (e.g., daily, weekly, monthly, or custom intervals). Once the current issue is completed, a new issue is automatically created with the same details, keeping your preventive maintenance on track without manual effort.
- Frequency: Set daily, weekly, monthly, or custom recurrence intervals
- Auto-creation: A new issue is automatically generated when the current one is completed
- Preserved details: Title, description, assignee, priority, and property associations carry over to each new occurrence
- Use cases: Routine inspections, HVAC filter changes, pest control, landscaping, and other scheduled maintenance
Managing Individual Issues
Click on any issue to access comprehensive management tools and collaboration features:
Activity Feed
Every issue includes a detailed activity feed that tracks all changes and communication in one place. The feed captures status updates, priority changes, assignments, due date modifications, and comments so your team has full visibility into an issue's history.
Linked Emails
The Linked emails panel in the issue sidebar keeps the conversations that drove the work attached to the issue. When an issue is created from an email thread, that thread is tagged as the Origin email. Click Link email to attach additional threads, or the × to remove a link without deleting the thread itself.
Threads can be linked from either side of the connection: open the picker from the thread sidebar's Related issues section to attach an issue to an email, or use Link email on the issue to attach a thread. An issue can carry any number of linked emails, and a thread can reference any number of issues.
Attachments
Files pile up in three places on a typical issue: the photos someone attached when they created it, the documents that arrived on a linked email, and whatever got dropped into the comments. The issue's Attachments panel gathers all three into one list, so the lease PDF is in the same place whether it came in by email or was uploaded directly. Files uploaded straight to the issue also render under the issue body, where comment and email files already appear on their own surfaces.
Where a File Came From
Hover any file to see who attached it and when, and whether it came in on the issue itself, in a comment, or on a specific email — the email's subject is named, so you can trace a document back to the conversation that produced it.
Renaming Files
Click the pencil on a file to rename it — scan0032.pdf becomes Unit 4B signed lease. Renaming changes the display name in Cardinal only; the original file and the email it arrived on are untouched. Files that live on a comment or an email are removed from that comment or email, while files attached directly to the issue can be deleted from the panel.
Issue Management
- Edit title and description directly
- Update status and priority levels
- Reassign to different team members
- Modify property and unit associations
Communication
- Full comment discussion threads
- @ mentions for team notifications
- Emoji reactions — acknowledge a comment without adding noise
- File attachments in comments
- Email notification integration
File Management
- One list of every file on the issue — attached directly, arrived on a linked email, or added in a comment
- Add additional files as work progresses
- Rename files so the list reads clearly
- Support for images, documents, and videos
Urgent Issue Handling
- Confirmation dialogs for urgent priority
- Automatic email notifications to all team members
- Clear urgent issue markings
- Priority escalation workflows
Best Practices
Issue Creation
- Write clear, specific titles
- Include all relevant details upfront
- Use proper categorization and priority
- Link to relevant properties and units
- Include photos for maintenance issues
Workflow Management
- Review assigned issues daily
- Keep issue status current
- Use comments for all communication
- Reserve "Urgent" for true emergencies
- Document resolution steps
Team Collaboration
- Assign issues to specific team members
- Provide regular progress updates
- Use mentions to notify relevant people
- Document work during handoffs
- Include closure notes for future reference
Security & Access Control
- All issue data is protected by authentication and requires proper login
- Access is controlled by organization and property permissions
- Different permission levels for viewing, creating, and managing issues
- Complete audit trail of all issue changes and interactions
- Encrypted storage and regular backups ensure data protection
Support & Troubleshooting
- Check organization and property permissions if you can't see issues
- Verify creation rights if you can't create issues for a property
- Check file size limits and internet connection for attachment uploads
- Review email settings and subscription status if notifications aren't working
- Clear browser cache and refresh if search or filtering isn't working properly
- Contact your system administrator for permission-related issues