Frequently asked questions about the Service Requests Work Order feature of the Property & Facility App.

1. Who has the ability to approve billable charges on Service Request Work Orders?

To approve billable charges on Service Requests, the user must have the administrative feature Service Requests Admin selected in the Feature Access section of his/her user profile. For more details, see Adding a Tenant User.

2. Can I send a Service Request Work Order to more than one person?

Yes, WorkSpace makes it easy to route Service Requests to multiple team members through the work pools feature (see Setting Up & Managing Service Request (SR) Work Pools). When a work pool is assigned to a work category, any staff users included in the pool will receive a notification of work orders in that category. Then once a staff user accepts the work order, it is removed from the pool and automatically assigned to the user that accepted it.

3. Why is my staff member receiving/not receiving Work Order notifications?

The staff user may not be assigned to receive that particular work category. For details, see Defining Service Request Routing.

4. I received an email notification for a Work Order, so why can't I see it on the Service Requests page?

If you are setup as a Service Request Admin (meaning that you have access to all Work Orders for the property), ensure that you have selected 'All Assignees' in the upper-right corner of the Service Request page. This will display all Service Request Work Orders at the property as opposed to only those that have been assigned to you.

5. Is there a way that I can be notified when a Work Order hasn't been completed?

Yes, WorkSpace contains an Escalations feature that will send you notifications of Work Orders that haven't been started or completed based on time thresholds that you can modify. To assist in the process, see Defining Service Request Escalation Levels.

6. Why am I receiving so many Work Order notifications? Can I turn them off?

Work Order notifications are sent to those on your team that are specified in the Work Order Routing feature to receive notifications. If you are receiving notifications of all Work Orders, even those that you don't desire to receive, you may be setup as 'Copy on All'. If you remove your email address from the 'Copy on All' field, you will only receive notifications for the work categories to which you are assigned. For further information, see Defining Service Request Routing.

7. I added a charge to a Service Request and approved it. Why is it not showing up in the To Approve tab of the Billing page?

Most likely the Work Order is not appearing because it is for a Common Area as charges should only be added to a Work Order to be billed to a tenant. Therefore, if there is no requesting tenant listed it will not appear for export.

8. What is the difference between Completing and Closing a Work Order?

Completing a Work Order signifies that the work has been performed. It will then be reviewed to ensure charges are added accordingly if the tenant is to be billed. Subsequently the Work Order will be Closed so it can move into the Billing phase. Closing a Work Order signifies that all details are correct and all necessary charges have been added. A confirmation pop-up window will appear when clicking the Close button to remind the user to make sure everything is correct before confirming. Once a Work Order has been Closed, it can no longer be reopened and edited, so please make sure all details are accurate before closing.

9. Why do I get an error message when I attempt to edit a Closed Service Request?

Once a Service Request Work Order has been Closed, it can no longer be edited. Closing a Work Order signifies that all details are correct and all necessary charges have been added. A confirmation pop-up window will appear when clicking the Close button to remind the user to make sure everything is correct before confirming. This is to ensure accuracy and security when billing tenants for Work Orders, and to prevent accounting discrepancies.

10. On the Service Requests: Billing page, under the To Approve tab, it says I have 3 for $472.00, but I only see 2 on the screen. Why is that?

This could occur due to the Service Request not having a requesting tenant selected. All billable service requests must have a requesting tenant selected in order for the system to know who to bill for the charges associated with it.

Please follow the below steps to determine if this is the case:

1. Click Service Requests from the Property & Facility menu and then click Billing which will appear underneath.
2. Take note of the total amount of charges in the To Approve tab and subtract the total amount of charges of the visible Service Requests to find out the amount of charges for the Service Request that is not appearing.
3. Click Service Requests again and click the Closed tab.
4. Navigate to the column labeled 'Requesting Tenant' and find the blank Work Order that has the matching charge amount tied to it.
5. Once you have identified that this is the Service Request in question, delete the charges and cancel the Work Order.
6. Resubmit the Service Request ensuring that you have selected the appropriate requesting tenant.

11. How do I bill a Subtenant for a Work Order?

When it comes to billing, the Requesting Tenant field determines who will be billed. It should automatically populate for subtenant users when they submit a Work Order. When submitting a Work Order yourself on behalf of a subtenant, you will have the option to choose either the primary tenant or a subtenant in the Requesting Tenant field. It is imperative that you choose the correct tenant that you want to bill for the charges, as the Requesting Tenant field cannot be edited once the Work Order has been submitted (if you make a mistake, you can still cancel the Work Order and resubmit it). Once the Work Order is correctly submitted, simply follow the usual instructions for adding charges and exporting charges. For further information, see Overview: Service Requests.

12. When I go to Service Requests Billing, some of the Lease IDs are not appearing and instead the column shows an Error. Why is this happening?

The reason for this is likely due to a common area selected for the Location of the Service Request. In order to properly bill a tenant, the Location must be set to a tenant space and the Requesting Tenant field must be populated with the appropriate tenant to bill.

13. How come my tenants don't have the option to set the priority level for Work Orders?

Tenants do not have the ability to set the priority level for the following reason: if they had that ability, every request would be set to the highest priority, which we know is not always the case. Many of our customers have experienced the unintended consequences of allowing tenants to prioritize their own Work Orders in other software platforms, and we feel it is best to leave prioritization solely in the hands of the property staff members who can realistically set expectations.

14. If I realize I made a mistake after submitting a Service Request, can I edit the details to correct it?

Yes and No. Some of the fields on the Service Request details page can be edited such as Location, Category, Description, Billing Summary, Status, and Comments. Other fields such as Property, Building, Requestor Name, and Requesting Tenant cannot be edited. In the instance one of these fields needs to be changed, the only option is to cancel the Service Request and then resubmit it with the correct information. Please note that once a Service Request is in Closed status, it can no longer be reopened and edited.