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You can change the severity of a single active work order from the work order page. To change how future work orders are classified, update your Intake Settings instead (see below).

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Changing Severity Settings on a Single Work Order

Choose the new severity

From the work order page that requires severity settings change, click on the drop-down button. The severity setting is right above the work order title.
Severity settings can be changed from NORMAL to URGENT, or EMERGENCY.
After choosing the updated settings, a pop-up message will appear confirming the change,it should say Work Order Severity Updated.

Check the change on the Activity page

You can find a confirmation of the change on the ACTIVITY page under the All Activity tab. This will display the date of the change and the person who made the change.
When an Emergency is chosen, a few questions must be accomplished.

Answer the work date question

The first question is, Are you able to set a work date for this WO now? If Yes is chosen, it will prompt to supply the service provider to schedule an appointment.

Select an appointment window

The next question will ask you to select an appointment window for the service provider visit. It is also advisable to include a summary explaining the reason for this action. Finally, click on the Submit button.
The only difference when No is chosen is that the work order will immediately go to emergency status. This action will not trigger any troubleshooting intervention from our Operations Support Team, so it is advisable to choose this only if it is for tracking purposes.

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Applying Severity to Future Work Orders

Changing the severity on a work order only affects that work order. To control how future work orders are classified, update your Intake Settings. Intake Settings replaced the old Severity and Responsibility Settings, so you now write plain-language rules for what counts as an Emergency, Urgent, Normal or Resident-Responsible issue. Rules can be applied at the company, portfolio or property level.

Managing Intake Settings

Create and edit rules for your work orders to match your team’s preferences.

Work Order Processing with Intake Settings

See how your intake rules are applied when a work order comes in.
If a work order was classified incorrectly, use the thumbs up or thumbs down buttons next to its Intake Processing Details to let us know.
Last modified on November 4, 2026