Maintenance workflows

A maintenance workflow handles the contractor dispatch and follow-up that surrounds maintenance events and work orders. Each workflow has triggers and actions like an arrears workflow.

What they automate

• On event due — raise a work order against the preferred vendor.
• On invitation sent — start a response-time timer.
• On no response in X hours — escalate to a fallback vendor.
• On work order overdue — notify the operations director.
• On completion — check the certificate has been uploaded and remind if not.
• On bill received — pre-fill the line items from the work order.

Create a workflow

1. Open Settings → Workflows → Maintenance workflows → Add workflow.
2. Name it (for example Standard FM dispatch).
3. Add steps.
4. Save and assign to sites.

Example: emergency response

For urgent work orders (water leak, gas leak, lift entrapment):

1. Day 0, immediate — invitation to the on-call vendor.
2. +30 minutes — if not accepted, escalate to fallback vendor.
3. +1 hour — if still not accepted, notify operations director.
4. +4 hours — if no on-site update, raise an alert.

Example: routine maintenance

1. 30 days before due — raise work order against preferred vendor.
2. +7 days no response — escalate to fallback.
3. +14 days no completion — notify the manager.
4. Day before due date — final reminder to vendor.

Pausing

A maintenance workflow can be paused on a case for the same reasons as arrears: dispute, special arrangement, holiday cover. Use sparingly because maintenance work has compliance implications.