Statuses in WarrantyOS help your team and customers track progress at every stage of the warranty process — from the moment a homeowner submits a request to the moment it's resolved. Understanding what each status means and what it triggers for homeowners helps your team stay aligned and ensures nothing falls through the cracks.
This article covers:
Service request statuses
Issue-level statuses
Work order statuses
Purchase order statuses
What triggers homeowner notifications
Which status updates are optional vs. required
Service Request Statuses
A Service Request represents the overall case submitted by a homeowner. It can contain one or more individual issues.
Service request statuses are customizable — Foundation sets them up based on each builder's preferences during implementation. The statuses below are the default model, but your team's workflow may use different names.
Submitted → The homeowner has submitted the request, and it is awaiting review by your team.
In Progress → Work Orders have been created, vendors have been assigned, and work is underway.
Closed → All issues have been resolved, and the ticket is fully closed.
Homeowner visibility: Homeowners can see the service request status from their app or portal. Every status change triggers a real-time update and sends a push notification and email to the homeowner.
Issue-Level Statuses
Issues are the individual items within a Service Request — for example, a leaking faucet or a sticking door. Each issue has its own status that can be tracked and updated independently.
Issue-level statuses can be organized into three broad stages:
Submitted → The issue has been reported and is awaiting review by your team.
In Progress → Your team is actively working on the issue, whether that's scheduling an inspection, coordinating a vendor, or completing a repair.
Closed → The issue has been resolved, either through a completed repair or a determination that no repair is needed.
Within each stage, there are more granular sub-statuses your team can use to give homeowners a clearer picture of where things stand. These sub-statuses are customizable — Foundation configures them based on your team's workflow during implementation, so they can reflect the language and process that works best for your organization.
Homeowner visibility: Homeowners can see issue-level statuses from their app or portal. Updating them gives homeowners more granular visibility into each individual item within their request.
Important: Issue-level statuses are optional. You don't need to update them to move the overall Service Request forward. Use them when you want to give homeowners more detailed insight into specific items.
Work Order Statuses
Work Orders are the internal tasks your team creates to dispatch repair work to vendors. They move through their own set of statuses, separate from the Service Request and issue levels.
Draft → The Work Order has been generated (by AI or manually) but not yet finalized or assigned to a vendor.
In Progress → The Work Order has been assigned, and the vendor has been notified.
Completed → The vendor has finished the work, and the task is closed out.
Important: Work Orders remain in Draft until your team changes the status to In Progress — only then does the vendor receive an email notification. No vendor communication is sent automatically from a Draft Work Order.
Homeowner visibility: Homeowners do not see Work Orders, vendor assignments, or internal notes. Work Order statuses are entirely internal.
Purchase Order Statuses
Purchase Orders track the costs associated with a Work Order and move through an approval workflow before syncing to your accounting system.
Draft → The PO has been created but not yet submitted for approval.
Needs Approval → The PO is awaiting review and approval from a manager or director.
Approved → The PO has been approved and is ready for processing.
Completed → The PO has been synced to your accounting system (e.g., JD Edwards).
Paid → Payment has been processed for this PO.
Homeowner visibility: Homeowners do not see Purchase Orders. PO statuses are entirely internal.
What Triggers Homeowner Notifications
Not all status changes automatically notify homeowners. Here's what does:
Service Request status changes → Homeowners receive a push notification and email every time the ticket-level status is updated.
Issue-level status changes → Homeowners receive a push notification and email when an issue status is updated (if you choose to update it).
Warranty Events (scheduled appointments) → When an event is created or rescheduled with Notify Buyer enabled, the homeowner receives a push notification, email, and an action item in their app.
Direct messages → Messages sent through the integrated messaging thread trigger push notifications and emails to all buyers on the property.
Work Order and Purchase Order status changes do not notify homeowners — those are entirely internal.
Optional vs. Required Status Updates
Service Request status → Required. Move it forward as work progresses. Homeowners see this, so keeping it current sets the right expectations.
Issue-level status → Optional. Use when you want to give homeowners more granular visibility into individual items.
Work Order status → Required for the vendor workflow. Moving from Draft to In Progress triggers the vendor email notification.
Purchase Order status → Required for the financial workflow. Moves the PO through your approval and accounting process.
Key reminder: Updating the status of a Work Order, Issue, or Purchase Order does not automatically update the parent Service Request's status. Each level is managed independently.