There are several detail fields that reflect on a Work Order, several can be updated while it’s in progress. This guide goes over what each field is used for and how to update them on a case by case basis. Changed details are updated in real-time for all users who have access to a Work Order.

NOTE: You will not be able to update several of the following fields when a Work Order is in Waiting for PM or Pending status.

Content

  • Objective
  • Content
    • Maintenance Request Severity Levels
      • Emergency
      • Urgent
      • Normal
    • Approved Budget
      • How to update the approved budget on an active Work Order
    • Skill Required
      • How to select the skill required for a Work Order
    • Mandatory Toggle
      • How to set a Work Order as mandatory
    • Description Modal
      • How to update or add to the Description
    • Property Modal
      • How to change the Property on a Work Order
      • How to Provide Permission to Enter for a Work Order
    • Resident Modal 
      • How to Change the Resident on a Work Order
    • Vendor Modal
      • How to assign a Vendor to a Work Order
      • How to change the Vendor on a Work Order
      • How to Add or update Vendor Instructions on a Work Order
    • Miscellaneous
      • How to identify the work order creation source

Maintenance Request Severity Levels

This section defines the severity levels of maintenance requests in Latchel.

Emergency: There may be meaningful damage to the property if the issue is not resolved within 2 to 24 hours. The resident’s health may be at risk if this is not resolved within 24 hours.

Urgent: The maintenance request may balloon into an emergency request if not handled within 72 hours. Other extenuating circumstances may force the request to be addressed within 72 hours. Urgent issues have an SLA of having a Service Provider visit within 72 hours of being created assuming the resident cooperates with scheduling. Urgent requests work just like Normal requests except that when we book a visit time we only allow availability over a 72 hour period. This type of request should only be used to expedite Normal requests. If you’re unsure, then you should submit your request as an Emergency.

Normal: The maintenance request will not cause damage to the property nor cause harm to the tenant. The request is unlikely to develop into an emergency issue if not addressed within 72 hours. The tenant may provide availability for up to 10 days business days into the future. 

Approved Budget

The approved budget on the Work Order is visible to the vendor. Changes to this budget will be seen by the vendor and recorded on the Work Order for verifying budget changes.

How to update the approved budget on an active Work Order:

Step 1). Click the box with the existing approved budget limit and type the new amount

Step 2). Click Save


Skill Required

Updating the skill or skill category (i.e. plumbing) on a Work Order makes it so you’re choosing vendors from the right pool, as only vendors with this skill assigned will populate when assigning a vendor.

How to select the skill required for a Work Order:

Step 1). Click on the existing skill or skill category and select a new option from the dropdown


Mandatory Toggle

This can be toggled ON if you do NOT want a resident to cancel a Work Order and this will prevent the resident from doing so.

How to set a Work Order as mandatory:

 


Description Modal

Descriptions are used to get an idea of what the problem is that’s being reported. Additionally, the result of any troubleshooting is reported inside the description. 

How to update or add to the Description:

Step 1). From a Work Order click inside the text box of very first modal titled Description, this will bring up a Save box

Step 2). You can delete, add, or simply edit existing information in the field. Once completed, click Save


Property Modal

The property on a Work Order is used to reflect what address Latchel is coordinating the request on.

NOTE: Latchel can only have 1 address per Work Order, so if multiple units are affected, multiple requests must be opened for coordination unless resolving the issue in 1 unit solves it for the rest.

How to change the Property on a Work Order:

Step 1). From a Work Order click on the 3 dots located next to the Property modal, click Reassign

Step 2). Search and select the desired address

Step 3). Select the appropriate box based on whether the unit is vacant or occupied

Step 4a): If you select Mark Property as Vacant you must provide access instructions before clicking Submit

Step 4b). If the property is occupied you will be prompted to Select or Create New Resident, after click Submit

NOTE: All residents for a property will be texted for updated availability regardless of which primary is selected.

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Any users on an integration will not have the ability to Create New Residents and will be required to go through their integration process to add or remove new residents.

How to Provide Permission to Enter for a Work Order:

Method 1). Via the Property Modal

Step 1). Click the toggle button to switch between YES and NO

Step 2). Add Access Instructions for the Vendor and submit changes by clicking Save

Method 2). Via the Primary Take Action Button

Step 1). Click the Primary Take Action button on the work order page

Step 2). Next, click Provide Permission to Enter

Step 3). Click YES and provide clear access instructions for the vendor. Next, click Continue if the Vendor has permission to enter the property outside the resident’s availability. This will skip the automation in place for obtaining your resident’s availability for the job.

Step 4). Enter a brief note as to why the action was taken, as this will be logged on the work order for you to refer back to.

Step 5). Click Submit


Resident Modal

Latchel will text all residents for availability on the property but uses the primary resident on a Work Order so the Vendor has access in case they require a conversation with the resident.

How to Change the Resident on a Work Order:

Step 1). Click on the 3 dots next to the Resident modal and select Change Resident

Step 2). You will be prompted to Select or Create New Resident, after click Submit

Step 3). Select the appropriate Vendor from the prompted list, then Submit


Vendor Modal

This modal contains both the Vendor assigned to the job and the specific job instructions/requirements for the Vendor.

How to assign a Vendor to a Work Order:

Step 1). From a Work Order click the Primary Take Action Button, select your preferred vendor for the job

Step 2). Click Submit to save

How to change the Vendor on a Work Order:

Method 1). Via the Take Action button on the Work Order

Step 1). From a Work Order click the Primary Take Action Button, select Remove Vendor

Step 2). Refresh your page then select the Secondary Take Action button

Step 3). Select the appropriate Vendor from the prompted list, then Submit

Method 2). Via Vendor Modal

Step 1). Click on the 3 dots inside of the Vendor modal, then click on Change Vendor

Step 2). Select the appropriate Vendor from the prompted list, then Submit

How to Add or update Vendor Instructions on a Work Order:

NOTE: This field updates in live time so the Vendor will see this the next time they view the Work Order. The Vendor will NOT  be notified of any changes made to the scope of a request. 

Step 1). From a Work Order click inside the text box labeled Vendor Instructions inside of the Vendor modal, this will bring up a Save box

Step 2). Write the new instructions you have for the Vendor, then click Save


Miscellaneous

The Miscellaneous field currently only houses the Creation Source of a Work Order. The Creation source identifies where the Work Order came from, the most common being Tenant Call or Tenant Webform.


More work order related guides:

  1. How to Place a Work Order On Hold
  2. How to take action when a work order is placed on hold
  3. How to Cancel a Work Order

 

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