Vacation Forwarding allows operations teams to automatically route new tickets, tasks, and inspections from one user to another during periods of planned absence. This feature ensures that scheduled or newly created items continue to be assigned and actioned even when a staff member is out of office.
Forwarding rules apply across all operational modules (Work Orders, Maintenance, and Inspections) and are managed centrally within Property Setup.
Building Admins, Building Managers, and Engineering Managers can create and manage these rules.
- Creating a Forwarding Rule
- Viewing and Managing Rules
- How Forwarding Works
- Example
- Troubleshooting and Notes
Creating a Forwarding Rule
Navigate to Property Setup
From the main navigation, go to Property Setup → Vacation Forwarding.-
Add a new rule
Click Create Rule
Select the user who will be out (From)
Select the user who will receive their assignments (To)
Choose the date range (for example, during a vacation period)
Save the rule
Once saved, the rule will automatically apply to Work Orders, Maintenance, and Inspections for the specified date range.
Viewing and Managing Rules
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Use the Calendar View to see all active and past rules in calendar format. Active rules appear visually on the dates they are in effect, allowing managers to confirm coverage during absences.
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From the Calendar View, you can:
Click on a rule to open and edit it.
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Use the Active/Upcoming List to see all active and past rules in list format.
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From the Active/Upcoming List, you can:
Edit an existing rule (for example, to adjust dates).
Delete a rule that no longer applies.
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How Forwarding Works
Once a rule is active:
Any new work order, maintenance task, or inspection task assigned to the “From” user during the rule period will automatically be reassigned to the “To” user.
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This applies both to:
Manually created tickets (for example, when a staff member opens a work order).
Scheduled or recurring tasks generated by preventive maintenance or inspection schedules.
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A system note will appear on the ticket to document the change — for example:
“Forwarded from Aaliyah to Reza based on active forwarding rule.”
Note: The forwarding applies only during the initial creation of a ticket or task. If you later update or manually change the assignee, the system will respect your manual reassignment.
Example
Aaliyah will be out of the office from October 10 through October 17. A rule is created in Property Setup → Vacation Forwarding to forward all assignments from Aaliyah → Reza during that period.
Any new or recurring work orders that would normally assign to Aaliyah will automatically assign to Reza instead.
The work order record will include a note showing the reassignment for visibility.
If a manager later wants to reassign a specific ticket back to Aaliyah, they can do so manually — the rule will not override manual updates.
Reza will not receive push note or email notifications, but the work will be routed to them and visible in their app and dashboard.
Troubleshooting and Notes
If a ticket appears under the wrong assignee, confirm whether an active forwarding rule was in place at the time it was created.
Forwarding does not retroactively update existing open tickets — it applies only to new or scheduled items generated during the rule’s active dates.
Currently, there is no visual indicator at the time of ticket creation, but this feedback is planned in a future update.
Rules can be set up in advance for upcoming absences and can overlap without conflict — the system applies the most specific rule at creation time.