Creating Work Order Escalation Rules for Residential Properties

Creating Work Order Escalation Rules for Residential Properties

Creating Work Order Escalation Rules

What are Escalation Rules? 

Work Order Escalation Rules help prevent Work Orders from slipping through the cracks at a property. With Escalation Rules, you can set up notifications to notify Property Admins and Staff when a Work Order sits in a particular status for too long. 

How to Set Up Escalation Rules on the Admin Portal

Step 1
After logging into your property's Admin Portal, Select Operations from the left menu, and select Work Order Configuration.



Step 2
Select Escalation Rules under the Custom Questions drop-down button. 



Step 3
Create the Escalation Rule.


  1. Unit: An escalation will be created for any work orders created by the selected unit.
  1. Work Order Category: An escalation will be created for any work orders created for a specific work order category or group of categories.
  1. Status: The rule will only apply to the status selected: Pending Approval, To be Started, or In Progress.
  1. Duration: The time at which the escalation will happen. This can be set by days or hours.
  1. Who Should be Notified: Which members of Property Management, Staff, Assignment Groups or External team members should be notified for escalation? Notifications can be sent by email or push notification.
Step 4
Select “Submit."


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