Work Request Statuses

Section: Work RequestsCategory: OverviewGuide1 min read

Summary

This article explains the common statuses residents may see on work requests in the Grata app.
Statuses help show whether a request has been submitted, reviewed, assigned, in progress, completed, closed, cancelled, or waiting for more information. Exact status names and workflows may vary by building or property-management setup.
Property management controls work request review, assignment, scheduling, completion, and closure. The Grata app displays the request information and status updates made available through your building's workflow.
Use this guide when you see a status on My Tickets and want to understand what it means and what to expect next.
Open▾
  • The request has been submitted and is active in your building's workflow.
  • Property management or the maintenance team may still be reviewing or triaging it.
  • You usually do not need to take action unless the team asks for more details.
  • Wait for the property team to review, assign, or respond.
Pending▾
  • The request is waiting on building-side action.
  • Your property team may be reviewing, scheduling service, ordering parts, coordinating a vendor, or preparing an assignment.
  • The status may stay the same for a while while work is being organized.
  • Check Details or request chat for updates if available.
Info▾
  • Additional information or action may be needed from you.
  • Your building team may be waiting for clarification, photos, access instructions, or another detail about the issue.
  • Open Details or request chat to read the message and respond if you can.
  • Providing the requested information helps the team move the request forward.
In Progress▾
  • The request is being worked on or has been assigned.
  • Maintenance or property management may be investigating, scheduling a visit, or completing the repair.
  • Timing depends on building workflow, unit access, parts, vendor availability, and priority.
  • Some buildings use Pending or other labels for similar stages instead of In Progress.
Complete▾
  • The work has been marked complete by the property or maintenance team.
  • Review the request Details or any final notes if your building provides them.
  • If the issue is not resolved, follow your building's process for follow-up or submit a new request if needed.
Closed▾
  • The request has been closed in your building's workflow.
  • A closed request may no longer be actively worked on.
  • If the issue returns or was not resolved, you may need to submit a new request or follow up through the process your building provides.
Cancelled▾
  • The request was cancelled and is no longer active.
  • This may happen if the request was duplicated, submitted by mistake, no longer needed, or cancelled by you or the property team depending on building rules.
  • See Close or Cancel a Service Request if you need to cancel a request yourself.
What to do if a status does not change▾
  • Some requests may stay in the same status while the property team reviews, schedules, orders parts, or coordinates access.
  • Open Details and check chat or comments for updates if your building enables them.
  • Make sure any requested access information or details have been provided.
  • If the issue is urgent, follow your building's urgent maintenance or emergency process.
  • For non-urgent requests, property management controls timing, prioritization, and completion updates.
Why statuses may vary by building▾
  • Different properties use different maintenance workflows and status labels.
  • Some buildings show fewer statuses; others may include labels such as In Progress, Submitted, or New.
  • Status updates may depend on manual actions by property management or the maintenance team.
  • The Grata app displays the work request workflow configured for your building—not every property uses the same names or steps.
Work Requests list

Open **Work Requests > My Tickets** to see request status labels.

Work Requests ticket list with Details button

Tap **Details** to review the status and request activity.

Work request details

Open Details to view status, request fields, updates, and activity.

Reviewing message

Some requests show a received or reviewing message while the property team reviews the ticket.

Work request details summary

Open Details to view updates, messages, and request activity.

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