Zuper

5 min

Work Order Statuses

Each work order can only be one of the below statuses at any given time. A status written in purple means the Office Team is currently responsible for the Work Order. A status written in orange means the Field Team is currently responsible for the Work Order.

New
Dispatched
Technician Acceptance
On My Way
No Access
Work Started
Parts Review
Appliance Review
Office Review
Work Cannot Be Completed
Work Completed

Work Order Status Definitions

New
- Property Management has called the tenant, clarified the issue / gained insight, determined the date and time for best access, and has sent the Work Order over to Maintenance for dispatch and completion.
Dispatched
- The Work Order has been scheduled based on urgency / tenant availability and assigned based on the location of the Unit and the skill level required to complete the work.
Technician Acceptance
- The Work Order has been reviewed by the assigned Maintenance Technician and they have either accepted the work as described or declined with comment.
On My Way
- The Maintenance Technician is on the way to the Unit to assess the work and begin the repair.
No Access
- The Maintenance Technician could not gain access to the Unit to complete the work.
Work Started
- The Maintenance Technician has begun the repair or assessment.
Parts Review
- The Maintenance Technician has diagnosed the issue and is indicating which parts are required to complete the job on the 2nd visit.
Appliance Review
- The Maintenance Technician has diagnosed the issue and is either indicating which parts are needed to repair the appliance on the 2nd visit or recommending to replace the appliance entirely.
Office Review
- The Maintenance Technician cannot complete the Work Order based on a variety of Property Management issues.
Work Cannot Be Completed
- The Maintenance Technician cannot complete the entire Work Order on this visit and is indicating what work is remaining to complete the work on the 2nd visit.
Work Completed
- The Maintenance Technician has completed the Work Order as described and it can now be closed and booked to the Property by accounting.

Training for Mobile Users

Getting Started on Zuper

Before you are able to use Zuper for work, you must log in to Riparian's workspace with your Riparian email. Details to do that are below:

Download the Zuper app
- iPhone
- Android
Launch the app
Enter the below information:
- Workspace name: Riparian
- Name: Your Riparian email (i.e., [email protected])
- Click Forgot Password? to send a reset link to your Riparian email
- Reset to a password of your choosing and log into the app

Accepting Work Orders and Heading to the Property

Technicians must review and accept or decline every Work Order before you are able to navigate to the property to assess and complete the work. It is strongly encouraged that Technicians review the next business day's assigned Work Orders the preceeding business day. By doing this, Technicians are empowered to exercise control over your own scheduling as well as giving the office feedback which will support more accurate scheduling and assignment in the future.

After accepting a work order, when a Technician is about to head to the Property to assess the work, they must update that Job's Status to On My Way. This notifies the Tenant to expect your arrival shortly.

The On My Way status also begins tracking a Technician's time to the destination Property. After setting the Job Status to On My Way, Technicians are able to open their prefferred mapping app to navigate to the property.

Arriving at the Property

After arriving at the Property, Technicians must update their status to one of two options:

No Access
- This should be selected when a Technician cannot gain entry, no adults are home, or a Tenant is preventing entry to the Unit

Work Started
- This is should be selected when a Technician is about to begin work. It includes a questionnaire including Before Pictures, Scope Accuracy Confirmation, and general notes

Marking Work Orders for Follow-Up

When you have started working on a Work Order, you have multiple options that will inform the Office team of follow-up actions needed before Technicians can revisit the Work Order. These options are explained in this section.

Updating your Work Order to any of these statuses will stop your time tracking at the Unit and alert the office that follow-up is needed before we can re-Schedule the work order:

Parts Review
- Use when you have identified the parts needed to resolve an problem
Appliance Review
- Use when you have identified the parts needed to fix an appliance or you are recommending replacing the appliance entirely
Office Review
- Use when an Property Management-based issue is preventing you from finishing the Work Order so the Office can follow up with the tenant
Work Cannot Be Completed
- Use when the Office must send another Technician or a Contractor back to the Unit to complete the work

1: Parts Review

2: Appliance Review

3: Office Review

4: Work Cannot Be Completed

By taking the time to accurately record the conditions of a Work Order in progress, you are helping the whole Maintenance Team deliver high quality solutions to our Tenants more efficiently.

Completing a Work Order

When a Technician has completed all the work as described in the Work Order, they must update the Job status to Work Complete. When doing so, they are required to complete a checklist that benefits themselves, the Office staff, and the Tenant.

Congralutations, you have now successfully completed this Work Order!