Work Order Processing with Intake Settings

​

How Work Orders are Processed

1. Resident Submits a Request

• Residents enter issue details and answer any troubleshooting or follow-up questions configured in your Intake Settings.

2. Troubleshooting Stage

• The resident is guided through step-by-step troubleshooting to rule out simple fixes (e.g., checking circuit breakers or filters).
• Residents can provide plain-text responses, photos, and availability during this stage.

3. Rule Matching

• The request runs through your custom Intake rules, in order from top to bottom.
• When a rule matches, the system applies the classification you defined (Emergency, Urgent, Normal, or Resident-Responsible).
• If no rule matches, the request can be routed to a property manager for approval.

4. Classification Outcome

• Emergency → Immediate action required; dispatched quickly.
• Urgent → Prompt response, but not life-threatening.
• Normal → Standard maintenance timeline.
• Resident-Responsible → the work order is cancelled, the resident is informed they must coordinate and pay for the service themselves.
• Contact On-Call → Routes the request to your on-call contact rotation instead of creating a standard work order. This outcome requires your company to be subscribed to the ER-SaaS-RBP with “On-Call” package enabled, and it must be set as an Outcome in your Intake Settings rules. On-call alerts are not a work order and are not billed as one.

5. Activity Log Transparency

• The resident’s answers to troubleshooting questions.
• Which rule was applied and why.
• Any skipped rules and the reason they did not apply.

6. Rate Harmonia’s Decision

• Thumbs up confirms the classification and rule outcome were correct.
• Thumbs down flags an incorrect outcome (for example, the wrong classification or no skill assigned) — you can add a short comment describing what went wrong.