Content
- Introduction
- How it works
- Information for residents
- Information for property management
- Support and further help
Introduction
Yarowa is a digital platform for the automated placement of craftsman and service orders. Through the integration with Allthings, property management teams can assign standardised orders to vetted partner companies directly from issue management – efficiently, transparently and with full traceability.
How it works
The integration connects Allthings issue management with Yarowa and exchanges information in both directions. Issues from Allthings are handed over to Yarowa. Yarowa handles the tendering and coordination of the craftsman service and automatically reports progress back into the Allthings ticket.
Here is how the exchange works:
- An issue in the Cockpit is handed over to Yarowa as an order. A link to the Yarowa portal is automatically added to the ticket as an internal comment.
- Yarowa writes every relevant update – such as offer, appointment, assignment, invoice or completion – into the ticket as a status message and sets the ticket status accordingly.
- New messages about the order are copied into the ticket, so all communication stays in one place.
- Orders created directly in Yarowa – for example new orders or follow-up orders for an existing case – are automatically created as a ticket in Allthings.
Features at a glance:
- Forwarding of issues (e.g. repairs, maintenance) from the Allthings Cockpit to Yarowa
- Automatic order placement with verified craftsman companies
- Automatic status messages on the order directly in the ticket (two-way feedback)
- New messages about the order copied into the ticket
- Automatic ticket creation for orders created directly in Yarowa
- Standardisation of processes and reduction of manual effort
- Traceable documentation of all orders
Information for residents
Access and use
- Residents report issues as usual via issue management in the Resident Portal.
- As soon as an issue requires craftsman work, property management hands it over to Yarowa.
- Residents automatically see some updates as a message in their issue: when a service provider has been commissioned, an appointment has been arranged, no appointment was possible or an appointment was cancelled. All other status messages are only visible to property management.
Frequently asked questions
-
Do I need to register with Yarowa?
→ No, residents only use the Resident Portal – Yarowa is used internally by property management only. -
How do I know that my issue is being handled?
→ The status of your issue is updated in the Resident Portal. When a service provider has been commissioned or an appointment has been arranged, you also receive a message in the issue.
Information for property management
Setup and activation
- Setup and activation are usually carried out by the Allthings team in collaboration with Yarowa.
- Orders can be handed over to Yarowa directly from issue management.
- During setup, it can be defined that only tickets of certain categories are handed over to Yarowa.
- Optionally, tickets can be closed automatically on certain Yarowa events – for example when an invoice has been accepted or the work has been marked as completed.
- The solution is particularly suited to standardisable services with high volume (e.g. plumbing, electrical work, minor repairs).
Creating and managing craftsman orders
- Log in to Allthings Cockpit.
- Open issue management.
- Create a new ticket and assign it to exactly one unit.
-
Once the ticket has been created, a link is generated automatically that takes you to the Yarowa portal. It is stored in an internal comment with the text "Create work order: Yarowa ↗". If the link is not immediately visible, please reload the page.
Note: If the ticket is not yet assigned to a unit or is assigned to several units, a note appears instead saying that the ticket was not forwarded to Yarowa because it has not yet been assigned to a unit. As soon as you assign the ticket to exactly one unit, the link is generated. - Open the link in a new tab. You are signed in to Yarowa automatically (single sign-on) and do not need to log in separately.
- You are now in the Yarowa portal and can create your craftsman order.
→ You can find more information on creating craftsman orders in the Yarowa portal here.
Status messages for open craftsman orders
Once you have created a new ticket in Allthings Cockpit and the craftsman order in the Yarowa portal, you receive an automatic status message for every activity on the order. It appears directly in the relevant ticket in issue management – as a new entry in the ticket's message and history area. At the same time, the ticket status is updated automatically (e.g. to Waiting for third party or Waiting for assignee), so you can see at a glance who needs to act next.
Messages for a ticket that is already closed are still added to the ticket – the ticket stays closed. The exception are messages that are also visible to residents (e.g. service provider commissioned or appointment arranged): they reopen the ticket and set it to Waiting for assignee, so that property management can respond.
Status messages appear in German, English or French – in the language of the assignee. If the ticket is not assigned to anyone, the language of the property applies.
Actions on the Yarowa side and their effect on the ticket
Activities triggered on the Yarowa side each create a status message in the ticket and set the ticket status:
- Waiting for assignee: The ticket requires a response from property management.
- Waiting for third party: The order is with the service provider, no action is needed.
- Closed: The ticket has been closed automatically.
- –: Status information only, no action required.
{providerName} is replaced by the name of the service provider. Messages marked (visible to residents) also appear in the Resident Portal.
| Action on the Yarowa side | Status message in the ticket | Ticket status |
|---|---|---|
| Order placed with service provider | The service provider {providerName} has received your workorder request. | Waiting for third party |
| Order assigned to service provider | The service provider {providerName} has been commissioned. The service provider will contact you shortly. (visible to residents) | Waiting for third party |
| Order assigned to external service provider | The work order was placed with an external service provider and sent by email. No further updates will be received via the platform. | Waiting for third party |
| Order rejected by service provider | The work order was rejected by the service provider {providerName}. | Waiting for assignee |
| Appointment arranged | An appointment has been arranged. (visible to residents) | Waiting for third party |
| No appointment possible | The service provider could not arrange an appointment. (visible to residents) | Waiting for assignee |
| Appointment cancelled | The arranged appointment was cancelled. (visible to residents) | Waiting for assignee |
| Cost cap increase requested | The service provider {providerName} has requested an increase of the expense cap. | Waiting for assignee |
| Cost cap increase approved | The expense cap increase was approved. | Waiting for third party |
| Cost cap increase rejected | The expense cap increase was rejected. | Waiting for assignee |
| Invoice submitted | The service provider {providerName} has submitted an invoice. | Waiting for assignee |
| Invoice accepted | The invoice submitted by the service provider {providerName} was accepted. | Waiting for assignee |
| Invoice rejected | The invoice submitted by the service provider {providerName} was rejected. | Waiting for third party |
| Offer submitted (for offer orders) | The service provider {providerName} has submitted an offer. | Waiting for assignee |
| Offer accepted (for offer orders) | The offer submitted by the service provider {providerName} was accepted. | Waiting for third party |
| Offer rejected (for offer orders) | The offer submitted by the service provider {providerName} was rejected. | Waiting for third party |
| Order details updated | Work order details (line items) were updated. | – |
| Order details updated after accepted offer (for offer orders) | The vendor order has been updated: The cost cap and the associated billing line items were adjusted according to the accepted offer. | Waiting for third party |
| Work completed | The service provider {providerName} has marked the work as completed. | Waiting for assignee |
| Cancellation requested by service provider | The service provider {providerName} has requested cancellation of an already accepted work order. | Waiting for assignee |
| Cancellation requested with service provider | Cancellation of the work order has been requested from the service provider. | Waiting for third party |
| Cancellation request rejected | The service provider's cancellation request was rejected. The work order continues. | Waiting for third party |
| Order cancelled | The work order was cancelled. | Waiting for assignee |
| Order completed | The final invoice was accepted and the work order has been closed. | Closed |
| Approval request for order placement submitted / cancelled / approved | A clearance request to place a work order was submitted. / The clearance request to place a work order was cancelled. / The clearance request to place a work order was accepted. | Waiting for assignee |
| Approval request for cost cap submitted / cancelled / approved | A clearance request for an expense cap was submitted. / The clearance request for an expense cap was cancelled. / The clearance request for an expense cap was accepted. | Waiting for assignee |
| SLA breached | The work order has breached its SLA. | Waiting for assignee |
| New message on the order | A new message has been added to the work order. Click the link below to view it. | Waiting for assignee |
| Order data updated | The work order data was updated. | Waiting for assignee |
| Order archived | The work order was archived. | Closed |
| Order deleted | The work order was deleted. | Closed |
If automatic closing has been activated for certain events during setup, the ticket is closed after the corresponding status message. The ticket status shown in the table then does not apply to these events.
Orders from Yarowa
If an order is created directly in Yarowa – such as a new order or a further order for an existing case – Yarowa automatically creates a ticket in Allthings. The ticket is assigned to the matching unit or property and marked in the title as Yarowa ticket, together with the order number and the service type. If the ticket cannot be assigned to a unit, an internal comment lets you know that you need to assign it manually.
Introducing it to residents
- An introduction is not strictly necessary, as residents continue to use the Resident Portal unchanged.
- It can be worth pointing out the faster response times and improved coordination.
- A short pinboard post can create transparency and build trust.
Support and further help
Information about the integration: Allthings Marketplace – Yarowa
More information about the solution: Yarowa website
Technical support or partner management: Yarowa contact page