Facility Service Request Workflow

Why should we automate facility service requests instead of tracking them by email or spreadsheet?

Manual tracking makes it easy to lose sight of which requests are urgent, who they're assigned to, or whether a fix was actually confirmed by the occupant. This workflow gives every request a reference number, a status, and a timeline, so staff can see at a glance where each issue stands. It also removes the need to manually chase acknowledgements, triage assignments and confirmation replies, since those are built into the workflow steps.

What is the return on investment of using this workflow over handling requests manually?

The main return comes from time saved on repetitive coordination work: sending acknowledgements, tracking triage deadlines, and following up for confirmation. Because the workflow automatically routes urgent requests to a faster triage task and waits for requester confirmation before closing, teams spend less time on status-chasing and rework caused by premature closures. Dashboards and table views by status also reduce the time spent compiling status reports for management.

How is an urgent request handled differently from a normal one?

When a request is submitted, the workflow checks the Urgency field and routes it to either the Urgent Triage Task, due in 1 day, or the Normal Triage Task, due in 3 days. Both tasks ask the facilities coordinator to record the same details — Assigned To, Priority and Access Requirements — but the urgent path has a tighter deadline to prompt faster action. This split ensures higher-priority issues reach a decision-maker sooner without a separate manual escalation step.

Who is responsible for each stage of the request, from report to closure?

The facilities coordinator completes the triage task, assigning the request and recording priority and access requirements. The facilities team then completes the work task, logging completion notes and photos. The requester is brought back into the process by email to confirm whether the issue is fixed, and their answer determines whether the request closes or reopens for rework.

What happens if the requester says the issue isn't fixed?

The workflow reads the requester's reply on the confirmation form. If they select 'Not fixed', the record status is set back to In Progress and the workflow loops back to the Facilities Work Task, giving the facilities team a fresh task to address the outstanding issue. If they select 'Fixed', the record moves to Closed and a thank-you email is sent, so the loop only continues when the requester actually reports a problem remains.

Do occupants need to create an account to report or track an issue?

No — occupants submit their initial report through a public request form and respond to follow-up questions, like the fix confirmation, through a form emailed directly to them. They provide their name and email on the initial form, which is used to send the acknowledgement, work details and thank-you emails throughout the process.

Can we customise the fields collected on the request form or the triage task?

Yes — the workflow's steps, forms and tasks can be adjusted either by describing the change in plain English or by editing the steps directly in the workflow editor. This means fields on the request form, the triage task, or the confirmation form can be changed to match a specific facility's needs, and earlier versions of the workflow are kept as changes are made.

What information is kept on the record versus staying with a task?

Details entered on tasks the workflow waits for — such as the triage task's Assigned To, Priority and Access Requirements, and the work task's completion notes and photos — are saved directly to the service request record and visible in its timeline. Replies to the emailed confirmation form are also saved to the record. This gives a consolidated view of the request's full history in one place.

How do we know the status of all open facility requests at any given time?

Each service request record carries a status — such as New Request, In Progress, Awaiting Confirmation or Closed — that updates automatically as the workflow progresses. Table views and dashboards display records grouped by status, making it straightforward to see open, in-progress and awaiting-confirmation requests without checking each one individually.

Does this workflow handle compliance or record-keeping requirements for facility maintenance?

The workflow records the statuses, assignment details, completion notes, photos and requester confirmations entered at each step, along with a timeline of activity on the record. Businesses with specific facility maintenance record-keeping or compliance obligations should confirm what they need to retain and verify this workflow's records meet those requirements.