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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.
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  1. 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.
  1. 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.
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  1. Classification Outcome
Based on the rule match, the work order is automatically categorized:
  • 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.
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  1. Activity Log Transparency
Each processed work order includes a log showing:
  • The resident’s answers to troubleshooting questions.
  • Which rule was applied and why.
  • Any skipped rules and the reason they did not apply.
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