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Onsite Onsite

Cases

Cases allow you to track and manage issues within your building. Cases are flexible and can be used for a variety of building-related matters.

Relationships

Cases can be linked to various entities in Onsite, including:

  • Residents
  • Units
  • Contractors
  • Assets

Note that you can may only link one of each entity type to a case. That is, you cannot link multiple units to a case. If you had a water leak involving many units, you could create a case for the works in each unit, then link these cases together.

Auto Tagging AI

Onsite’s AI assistant will automatically attempt to tag any related entities to the case. If you created a case with reference to ABC Plumbing, Onsite will automatically tag the case to ABC Plumbing. If you notice an entity is not being tagged correctly, you remove the tag and Onsite will not attempt to tag it again.

Assignee

A case is typically assigned to the user who created it. However, you can change the assignee to another user by selecting the assignee dropdown. The new assignee will receive an email notification with a link to the case. If you work as part of a team, this is a great way to clearly indicate who is responsible for the case.

Comments

The comments section allows you to add timestamped updates to the case. This is useful for tracking the progress of the case.

Activity Log

Each case also has an activity log that tracks the complete history of the case. Key actions will trigger an activity log entry. For example, when the case is transitioned to closed, an activity log entry will be created.

Onsite uses advanced pattern matching to automatically detect and suggest related cases, helping you build a comprehensive history of building issues.

When viewing a case, a “Related” button with the number of matches will appear in the case toolbar if Onsite finds relevant related cases. These suggestions are based on similar titles and descriptions.

For example, if you create a case about a “Leaking Roof”, Onsite may suggest previous roof repair cases or water damage cases in the same area. This helps you:

  • Identify recurring issues
  • Track the full history of maintenance
  • Make data-driven decisions about repairs vs replacements
  • Ensure consistent handling of similar issues

Case Types

By default, Onsite provides 7 generic case types. These are:

  • Repair And Maintenance
  • Incident
  • Defects
  • Task
  • Upgrades
  • Cleaning
  • Gardening

Adding custom case types

You can modify case types in the site settings to better match your building’s specific needs. To add a custom case type:

  1. Navigate to Settings / Configuration / Cases
  2. Add a new case type to the Case Types input
  3. Click “Save” to update the case types

Some examples of custom case types that buildings commonly add include:

  • Security Issues
  • Noise Complaints
  • Common Area Bookings
  • Committee Requests
  • By-Law Breaches

You can edit or delete custom case types at any time by returning to the case type settings page.

If managing multiple buildings, we encourage you to maintain a consistent set of case types across all buildings. Contact support for assistance in bulk updating case types across all buildings.

Case Status

Onsite provides 3 case status options. We intend to expand this in future updates and welcome any suggestions for requested options.

  • To Do
  • In Progress
  • Closed

Case Code

To allow you easily identify cases, each case has a unique identifier code. This code is automatically generated based on your building’s name.

  • If your building is named “The Towers”, cases will be given a prefix of “TT”
  • Cases are then numbered sequentially: TT-001, TT-002, etc.

Attachments

You can attach a range of files to a Case including Photos, Videos, PDF. There is a 30mb limit per attachment.