How to Enable Work Order Escalation Rules for Commercial Admins

Creating Work Order Escalation Rules

Creating a work order escalation rule allow notifications to be sent out to tenants with updates on the status of their work order.  These notifications can alert the tenant as well as staff members and assignment groups when the work order submission is pending approval, to be started, or in progress.  This article will show you how to create a work order escalation rule. 

Step 1

Once logged in to the Admin Portal, select Operations on the left side menu. Next, select Work Order Configuration.

Step 2

Select the Custom Questions drop-down menu at the top left and then scroll down to select Escalation Rules. 

Step 3

Select Add New Rule in the top right corner.

Step 4

Next, create the new Escalation Rule for the specific Unit or Work Order Category.  Required information is indicated with an asterisk (*).

1. Tenant: An escalation will be created for any work orders created by the selected tenant.

1. Work Order Category: An escalation will be created for any work orders created for a specific work order category or group of categories.
2. 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. Actions: Which members of Property Management, Staff, Assignment Groups, or External team members should be notified for escalation. Notifications can be sent by either email, push notification, or both.

Step 5

Once you've completed the escalation rule, select Submit to create the new escalation rule.

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