Work Request FAQ

Section: Work Requests / Service RequestsCategory: Faq1 min readOverview

Quick answers about submitting maintenance tickets, reading My Tickets statuses, adding photos or comments, and fixing submission errors in the Grata app. Use this hub when the Work Requests labeling looks unfamiliar, a ticket will not go through, or you need to know what Open, In Progress, or Completed means for your request.

Work Requests may include a Request a Service button and submitted-ticket list when enabled.

The request form may include category, description, photo, contact, urgency, and access fields.

Request Details can show status, submitted information, and updates from the property team.

What you can do

Cannot Submit Work Request

Troubleshooting guide for when the submission form fails, the submit button does nothing, or the request never appears in My Tickets after sending.

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Work Request Statuses

What each status label means (Open, In Progress, Completed, Cancelled) and what action (if any) is expected from you.

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Update or Comment on a Work Request

How to add a follow-up comment, attach a new photo, or update an existing ticket.

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Close or Cancel a Work Request

How to close a resolved ticket or cancel a request you no longer need.

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Create a Work Request

Full walkthrough of the request submission process including category selection and form tips.

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Details and helpful notes

Where to find it: Tap Work Requests, Requests, or My Tickets on the Grata Smart Living home screen — the label varies by building.

Varies by building: Available categories, required fields, whether photo upload is available, and whether unit-access questions appear on the submission form.

Good to know: Include location, symptoms, and when the issue started; photos speed up triage. For urgent or safety-related issues, follow your building's direct emergency contact rather than waiting for an in-app ticket.

Contact support when: Work Requests never appears when your building promised maintenance submissions would be available through Grata.

Good next articles

Start with these guides for common tasks, setup, and troubleshooting in this area.

Submit & track

Overview1 min read

Work Requests Overview

Submit maintenance tickets, track My Tickets, and read status updates when your building uses Work Requests.

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Task2 min read

Create a Work Request

Create a work request in the Grata app—choose a category, describe the issue, add photos or access notes if needed, and...

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Task1 min read

Work Request Details and Chat

View work request details, status updates, and chat messages in the Grata app when your building enables them.

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Task1 min read

Work Request Statuses

Understand common work request status labels in the Grata app and what each status means for your ticket.

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Troubleshooting

Troubleshooting1 min read

I Cannot Submit a Service Request

Request won't submit? Open Work Requests, tap Request A Service, fill required fields, check connectivity, restart the a...

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Troubleshooting3 min read

Feature Missing From the App

If a feature is missing from the Grata Smart Living app, it is usually because your building has not enabled that featur...

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Troubleshooting

Task1 min read

Close or Cancel a Service Request

Mark a maintenance request as resolved or cancel one you no longer need — both happen from inside the request in Work Re...

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Troubleshooting1 min read

Error Message in the App

If you see an error message in the Grata Smart Living app, read the message first, try the action again, and check wheth...

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