Work Order Escalations

Escalations are automated rules you can apply to specific work order issue types to help ensure tasks are completed within a required timeframe.

Use Case:

The property team at the Box Building wants to make sure that all work orders submitted with the issue type HVAC - Too Cold are accepted by a team member within 30 minutes. To achieve this, they set up the following completion escalation rule:

The next day, a tenant submits a work order with the HVAC - Too Cold issue type at 10:00 AM. By 10:30 AM, no one has accepted the work order, so the escalation rule is triggered.

Everyone in the Engineer work group receives a push notification and an email alerting them that work order WO12345 has been escalated.

In addition, a visual escalation indicator will now appear next to the work order in any table view where that column is visible.

Notes:

• Escalation rules can be created and managed by members of the property team with Building Admin or Building Manager roles.

• If an escalation rule is edited, the update will only apply to future work orders. Changes will not retroactively affect work orders submitted before the rule was modified.

• Escalations can only be applied to issue types.

• Escalation rules will also apply to any scheduled work orders associated with the selected issue type.

• The escalation timer pauses at the end of each day’s coverage hours or if the work order is moved to an On Hold status. The timer resumes at the start of the next coverage period or when the work order is taken off hold.

• There is no limit to the number of escalation rules that can be applied to an issue type.

Create An Escalation Rule

1. Navigate to the Escalations sub-page, under Work Order Setup. You will see a list of all your work order issue types.
2. Click on +Add Escalation in the upper right corner and a form will appear on the right side of your screen. 
   
   • • Escalation Name: name your escalation
       • • Pro-tip: Use names like Level 1 or Level 2 response to create continuity between issue type names and to keep them organized if you add more than one escalation rule to any issue type.
     • Escalation Type: Choose from the following actions / statuses.  
       
       • • Response (Accepted)
         • Start Work (In Progress)
         • Completion (Completed)
         • Closed (Closed)
     • Target Time: Choose the length of time for this rule in hours and five minute increments.
     • Groups to Notify: Select a Work Group from the drop down. The people in this group will be notified when escalations happen. 
     • Issue Types: Choose the issue type from the dropdown. 
3. Click Save. 
4. The rule will now appear in the table.

To edit or delete the escalation rule, click on the pencil or trash can icons.