Facility Service Request Workflow

Why should we automate facility service requests instead of using email or a spreadsheet?

Email and spreadsheets require manual sorting, follow-up, and status tracking, which creates delays and lost requests as volume grows. This workflow automatically captures structured details — location, issue type, urgency, and photo — and routes them through AI triage and assignment without anyone chasing status updates. Every step is logged automatically, giving facilities managers real-time visibility instead of relying on inbox archaeology.

What is the ROI of using this workflow over ad hoc facility management?

The primary ROI comes from reduced administrative time spent triaging, assigning, and following up on requests, plus faster resolution driven by clear access notes and evidence capture. Fewer missed or duplicated requests also reduces rework and contractor callbacks. Because the workflow publishes and runs immediately inside assess.one, there is no lengthy setup cost eating into that ROI.

How does AI prioritisation work, and what happens if the AI isn't confident?

The AI Prioritisation step assesses issue type, urgency, and description to assign a priority level and confidence score. When confidence is high, the request is routed straight to the Triaged status; when confidence is low, it's automatically sent to a Manual Triage Review step so a human makes the final call. This hybrid approach keeps routine requests moving fast while ensuring ambiguous or high-risk issues get human oversight.

Can we customise how requests are assigned between internal teams and contractors?

Yes. The Route by Assignment Type step and the Assign and Determine Access Requirements step can be configured directly in assess.one to reflect your own rules — for example, routing based on issue type, location, or contractor coverage. Access notes, approval logic, and notification recipients are all editable without any developer involvement.

Who needs access to this workflow, and what permissions do they need?

Occupants typically only need submission access to raise a request; facilities managers need triage and assignment permissions; the facilities team and contractor liaisons need status and evidence-recording access; and administrators need full visibility for reporting. All of these roles and their permissions are configured within assess.one at publish time and can be adjusted as your team structure changes.

What happens if the requester doesn't confirm the work was resolved?

The Confirm Resolution with Requester step routes based on the requester's response. If they confirm resolution, the request moves to closure and a confirmation email is sent. If they indicate the issue is unresolved, the Restart Work for Unresolved Issue step reopens the request and sends it back into the in-progress stage, ensuring nothing is closed prematurely.

How long does it take to implement this workflow?

There is no implementation project required — this is a ready-to-use template. You publish it in assess.one in minutes, configure any specific fields, roles, or notification rules you need, and your team can start submitting and processing facility requests immediately.

Does this workflow support compliance and audit requirements?

Yes. Every stage — from request creation and AI triage through assignment, completion evidence, and requester confirmation — is recorded automatically as part of the workflow record. This creates a complete, timestamped audit trail that facilities and compliance teams can reference for reporting, contractor performance reviews, or incident investigations.

Can we integrate this with our existing email or Slack notifications?

Yes. Notification steps such as the Closure Confirmation Email are configured directly inside assess.one, and you can extend or route notifications to Slack, email, or other supported channels without third-party development work. Notification triggers and recipients can be adjusted as your process evolves.