Available On: Essential, Premium, Professional, Enterprise
Every UpKeep plan allows you to add requester users to your account — these are individuals who can log in and submit work requests directly.
If you're on the Professional or Enterprise plan, you also have access to a Request Portal. This is a public URL that anyone (even without an UpKeep login) can use to submit requests directly into your system.
💡All user types can submit Work Request. Only Admins and Limited Admins can approve Work Request. Work Request from in-app requesters and request portal users will all be submitted to the company request queue for review.
If you’re a requester user looking to submit a work request, click here for more information!
The Work Request Process:
A work request is submitted.
An administrator reviews the request, then approves or declines it.
Once approved, the request is now a work order!
A maintenance technician reviews and completes the work order.
How to Create a Work Request for In-App Users
Steps for Web:
Log in to UpKeep with your email and password
Click on "Requests" on left side of your screen
NOTE: Depending on your user role in UpKeep the menu on the left of the screen will vary with tabs available.
Click the blue "Create Request" button in the top right corner.
Enter all the required request details, indicated by a red asterisk, and any other necessary information to ensure the request is sufficient for review.
Click Submit Request
You'll receive an email confirming your request was submitted. As the request is managed by your team you will receive further notifications when the status of your request changes to Approved, In-progress, On-Hold, and Complete.
Steps for Mobile
Login to UpKeep Mobile App
From the Home Screen, tap the + Icon on the bottom menu
Tap "Requests" from the Menu
Note: You can Create Request with our AI interface. Learn more about AI Request here.
Enter all the required request details, indicated by a red asterisk, and any other necessary information to ensure the request is sufficient for review.
Tap "Submit" in the top right corner for iOS users.
NOTE: Android users will tap
to submit
You'll receive an email confirming your request was submitted. As the request is managed by your team you will receive further notifications when the status of your request changes to Approved, In-progress, On-Hold, and Complete.
How to Manage Work Order Requests - Admins/Limited Admins Only
As admins review a work request, they have the ability to edit/update and add more fields to a request. Approved Request become Work Orders, so be sure you add the applicable details while reviewing.
Steps for Web:
Click on "Requests" on left side of your screen
Click on the desired work request
Evaluate the Work Request and add additional details that may be needed, similar to creating a new work order.
These details include Priority, Location, Asset, Primary Worker, Additional Worker, Team, Due Date, Tasks/Checklists, Parts, or Files
If you need to come back to request but want to save the changes you have made click "Save Without Approving".
Finally, click Approve Request and the work request is now a work order!
Note: You are unable to edit the request once it has been approved. You can edit the work order if you need to make further changes.
Decline Request - a pop-up will appear asking the admin to "Enter a reason". This will send a message to the requester of why it was declined.
Once declined, a request cannot be re-opened and approved. A new request will need to be submitted.
Once Approved, you will see the corresponding Work Order when viewing the request.
Steps for Mobile
Login to UpKeep Mobile App
From the Home Screen, tap the + Icon on the bottom menu
Tap "Requests" from the Menu
Tap the request you wish to review
Evaluate the Work Request and add additional details that may be needed, similar to creating a new work order.
These details include Priority, Location, Asset, Primary Worker, Additional Worker, Team, Due Date, Tasks/Checklists, Parts, or Files
Finally, tap "Approve" in the top right.
NOTE: Android users will tap
to submit
Tap "Reject" at the bottom of your screen or the
icon at the top of your screen for iOS users. A pop-up will appear. This will send a message to the requester of why it was declined.
Once Approved, Request will be generated into Work Orders.
FAQs about Creating and Managing Work Request
Where can I get a link to send to my requesters?
The Request Portal — which provides a public URL that anyone can use to submit a request — is available only on the Professional and Enterprise plans.
If you're on one of these plans, an admin can find the Request Portal link by going to:
Settings ➡️ Request Portal ➡️ Portal Link
What’s the difference between a requester user and the Request Portal?
A requester user is someone you invite to your UpKeep account. They log in with their email and password to submit and track requests.
The Request Portal, available only on the Professional and Enterprise plans, is a public URL that lets anyone (even without an account) submit a work request.
Can Portal Requesters comment on their request?
No, only in-app users (Invited Requestors) can comment on their request and comment on the work order linked to their request.
Is there a way to auto-approve a work request?
Yes, customers can set up an automation that approves all work request. Keep in mind that all plans outside of Enterprise only have one automation available. Find more here.
Can technicians approve work request?
No, technicians are only able to submit request. They are unable to approve the request.
Can a user who submitted a request edit the request before it's approved?
No, once a request is submitted, users are unable to make edits. If they need to make edits, they can add a comment under the updates tab on the request and let the admin know they need an edit made. Or they can resubmit a new request. Portal Users Cannot Make Comments
Where can I find additional resources for managing work requests?
Additional resources include the UpKeep QR Code Generator for creating QR codes that link to your request portal. You can also contact your site Admin for information about email submission settings and other customization options.