Work Orders
Work orders are requests for reactive maintenance: something is broken, damaged, or needs attention. This guide covers how to create, assign, track, and close work orders.
Creating a Work Order
- Go to Work Orders in the sidebar and click Create Work Order.
- Fill in the required fields:
- Title: a short, clear description of the issue.
- Description: more detail about the problem.
- Priority: Low, Medium, High, or Urgent.
- Category: the type of work (e.g. Electrical, Plumbing, HVAC). Choose from your company's WO categories, or quick-add a new one inline.
- Location: the building and specific space where the issue is.
- Optionally attach photos or documents to help the assignee understand the issue.
- Click Create. The work order will appear in the list with a Draft status, waiting for approval.
Work Order Categories
Categories classify the type of work a work order represents. Every new company starts with a sensible default set (HVAC, Electrical, Plumbing, General Maintenance, Cleaning, Security, Doors & Access, Fire Safety, Lighting), and facilities and site managers can add, rename, or remove categories to match how their team works.
Managing Categories
- Go to Work Orders → WO Categories in the sidebar.
- Use New Category to add one, or the Edit and Delete actions on each row to rename or remove. Deleting a category in use is blocked with a clear message, so reassign the work orders first.
Quick-Add a Category from the Form
While creating or editing a work order, the Category field has an + Add new category… option. Pick it, type the new name, and click Add: the new category is created and selected, without leaving the form. The new category is unique within your company.
Occupants
If you are an occupant, you can raise work orders from your dashboard or the Work Orders page. Your request will be reviewed and assigned by the facilities team.
Assigning a Work Order
Facilities managers, site managers, and help desk users can assign work orders to engineers or contractors. Open the work order, click Assign, and select the person or contractor. The assignee will see it on their dashboard.
Status Workflow
As work progresses, update the status. A work order moves through five states:
- Draft: just created, waiting to be approved.
- Approved: reviewed and signed off, ready to be picked up.
- In Progress: someone is actively working on it.
- Completed: the work is done, ready to be closed.
- Closed: finished and locked from further edits.
You can also add comments and attachments at any stage to keep a clear record. The current status and any SLA deadlines are always visible on the work order detail.
Adding Comments & Attachments
Open any work order to see the comment thread. Add notes about findings, parts used, or next steps. Attachments such as photos, invoices, or signed-off forms can be uploaded to keep everything in one place.
Closing a Work Order
When the work is complete and confirmed, click Close. This records the resolution and completion time against the SLA if applicable. Closed work orders are kept for reporting and audit purposes.
SLA Tracking
If SLA levels are configured for your site, each work order will show a response-by and resolution-by time. These are calculated from the priority and the SLA rules set by your facilities manager. The work order list highlights any that are overdue or approaching their deadline.
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