This article covers the detailed behaviors, limitations, and field-level sync details for work order sync between HappyCo and RealPage. For a high-level overview, see the RealPage Integration Overview →.
Work Order Creation
RealPage → HappyCo
When a work order is created in RealPage, a corresponding work order appears in HappyCo within 15 minutes.
View synced fields
| RealPage Field | HappyCo Field | Notes |
|---|---|---|
| Category | Work Category | Based on mapping config |
| Item | Work Sub-category | Based on mapping config |
| Status | Status | Based on mapping config |
| Priority | Is Urgent | Based on mapping config |
| Complete By Date Time | Due Date | If no due date given, defaults to a configurable value (default: 7 days from service request date) |
| Permission to Enter | Permission to Enter | Enter Anytime or Contact Resident |
| Resident of Unit | Resident | |
| Issue Description, Service Comments, Access Notes & Work Notes | Description | Combined into a formatted description block with labeled sections for Access Notes and Work Notes |
| Request Date Time | Created At | |
| Building | — | Not used |
| Assignee | — | Not used — defaults to Unassigned |
| Reporter | — | Not used — defaults to created by "RealPage" |
HappyCo → RealPage
When a work order is created in HappyCo, a corresponding work order is created in RealPage near-instantaneously. The following fields are included on initial creation:
View synced fields
| HappyCo Field | RealPage Field | Notes |
|---|---|---|
| Location | Unit | If no unit, linked to property |
| Work Category | Category | Based on mapping config |
| Work Sub-category | Item | Based on mapping config |
| Is Urgent | Priority | Based on mapping config |
| Permission to Enter | Permission To Enter | Enter Anytime or Contact Resident |
| Complete-by Date | Complete By Date Time | |
| Task Description + Link | Service Comments | Description and a link to the HappyCo work order; subject to the 1,024-character limit |
| Date task is created | Service Request Date | |
| Assignee | — | Not used |
| Scheduled Date | — | Not used |
| Created by | — | Not used — set as a Generic RealPage User |
Work Order Updates
HappyCo → RealPage
After a work order has been created in RealPage, subsequent updates from HappyCo are limited to the following fields:
- Status (Open, Complete, or On Hold)
- Service Comments (description)
- Completion/status note (comments)
- Begin date, end date, and service action — synced when a work order is completed
Note: If a work order is re-opened in HappyCo, it will not be re-opened in RealPage. The work order will remain in its current state in RealPage.
RealPage → HappyCo
Updates made in RealPage sync back to HappyCo within 15 minutes.
Initial Import
When work order sync is first enabled, HappyCo imports all work orders created in RealPage within the last 90 days. Ongoing, HappyCo continues to check work orders from the last 90 days for status changes.
Description Character Limit
RealPage has a 1,024-character limit on work order descriptions. If a HappyCo work order description — including the appended link — exceeds this limit, the service comments field in RealPage will be truncated.
Property-Level Work Orders
RealPage only allows work orders to be created against units, common areas, and buildings — not against a property directly. If a HappyCo work order is created at the property level (rather than against a specific unit), HappyCo will assign it to one of the property's buildings in RealPage.
Category, Priority & Status Mapping
RealPage uses a standard set of categories and items. During setup, HappyCo pre-configures a recommended mapping between RealPage and HappyCo values. Custom categories can also be mapped to match your RealPage configuration.
Make Ready Project Work Orders
By default, work orders that belong to a Make Ready project in HappyCo will also create a corresponding work order in RealPage. This behavior is optional and can be disabled if you prefer to keep Make Ready work orders in HappyCo only.