If you receive a comment/complaint from an owner about them having approved a job and still getting reminders there are 2 likely reasons for this and you need to identify the cause, so that you can reassure the owner and resolve the issue:  

Reason 1 - The job has been lodged multiple times or a similar job has been lodged.   
1. Check if there are any open jobs that have a pending owner status and a similar description to the job they believe they have approved. (these will be causing the reminder emails to the owner). 
  • Are there any similar open jobs that have been approved and sent to a trade (as a work order or quote request)?
    • YES - The job that they have approved is the one that has been sent to a trade.  The reminders are for the other similar jobs.  
    • NO - Are there any similar recently closed jobs?  The job that they have approved is likely this one, and the open jobs that have a pending owner status. 
  • In either case you need to establish why there are duplicates and close off any that are unnecessary,  You may need to call the tenant to check on this before you can action.
  • Call the owner back and confirm that the reason they were receiving reminders was that there were duplicate/similar jobs, you have confirmed with the tenant that they are duplicates and have closed off the unnecessary jobs so they won't receive further notifications.
Reason 2 -  If you have establised the job they are referrring to is not a duplicate, it is likely they have not completed all steps of the response process.  You will need to call them and walk them through the approval process:

From the email that they received, they need to select the link to repsond.  When the link opens they will either have a new maintenance request to respond to (overview tab) or a quote to respond to (quote tab).  
  1. Select a response: On a maintenance request, they can select from "I will attend", "approve" or "reject") or on a quote that has been obtained, they can select from "accept" or "decline" - if multiple quotes have been obtained they will also have the option to "decline all"
  2. A pop screen will appear, they need to add a note/comment.
  3. Once they have added a comment, 2 buttons will appear at the bottom of the comment screen: one button will be for the response they selected at step 1, the other will be cancel, they need to select the repsonse (or if they no longer want to proceed with that response, they can select cancel and start again at step 1 with a different response.
The response will not be sent to us until they complete the final response selection at step 3.  If they do this on the phone it should come through quite quickly, so you can check whilst on the phone.


If they have completed these 3 steps and we are still not receiving their response, you need to manually action the job AND also refer the issue to bricks and agent.  Bricks and agent can then check to see where the issue has occurred, so you can then provide feedback to the owner, if they have not completed all steps, or bricks and agent can investigate a system issue. 

Once their response has come through, you shouuld review it, ask any necessary questions and personally action the job as per that owner response.


NB: If they try and open the link and the receive an expired message, this means the job has already progressed past the point that that notification was asking them to respond to, so the new notifications are possibly as a result of them needing to respond to the next stage of the job process.