Work Order Assignments and Routing

Apply automated rules to work order issue types and categories to ensure the right team members are assigned and have visibility into the work that needs to be done.

In this article:

• Use Case Examples
• Steps to take before applying routing and assignment rules
• Routing for All Buildings (Default) vs. Routing by Building
• Default Assignments and Notifications
• Step-by-Step Guide

Notes about Routing & Assignments:

• If you manage multiple buildings within a campus, you can route and assign the same work order issue type or category to different individuals or groups based on the building.

• You can set a default assignee, enable work group notifications, or apply both.

• Notifications:

  • If you set a default assignee, they will receive push notifications and emails when work orders are submitted.

  • If you assign a work group to receive notifications, all members will receive push notifications and emails.

  • If you assign both a default assignee and a work group, only the default assignee will receive notifications. The work group will still have visibility into the work order but will not receive push notifications or emails.

Use Case Examples:

The property team at the Box Building wants to make sure that all work orders for the issue type HVAC - Too Cold are being routed and assigned to the right team member(s). They are considering a few options: To achieve this, they set up the a routing and assignments rule for this issue type. They are considering a few options:

Option #1:
They want one person on their team (Reza) is responsible for all HVAC - Too Cold work orders, but ensures that the Engineering work group will still have visibility into this work order. They create this routing and assignment rule:

• The next time a HVAC - Too Cold work order is submitted, Reza will receive a push note and an email, and the work order will show up in their Assigned to Me page. 
• The next time a HVAC - Too Cold work order is submitted, everyone in the Engineer Work Group will see the work order show up in their New in My Groups page, but they will not receive a push note or email since Reza is the default assignee. 

Option #2:
They want one person on their team (Reza) is responsible for all HVAC - Too Cold work, and do not need any teams to have visibility into the work order. They create this routing and assignment rule:

• The next time a HVAC - Too Cold work order is submitted, everyone in the Engineering work group will receive a push note and an email, and the work order will show up in their New in My Groups pages. 
• Members of this team will assign the work to themselves or each other based on available. 

Option #3:
They want their Engineering team to share the responsibility of completing HVAC - Too Cold work orders. They create this routing and assignment rule:

• The next time a HVAC - Too Cold work order is submitted, Reza will receive a push note and an email, and the work order will show up in their Assigned to Me page. 
• This work order will appear in the Open pages for all building team members, but will not show up in anyone's New in My Groups page for added visibility.

Prior to applying assignment and routing rules to work order issue types and categories, make sure to do two things:

1. Ensure that all building team members who will be assigned work are set as assignable in their user profile. This is what allows them to show up as assignable for work orders. 
   
2. Create Work Groups. 

Routing for All Buildings (Default) vs. Routing by Building

• If you manage a single building or want the same routing and assignments across all buildings on your campus, select Routing for All Buildings (Default).
• If you’d like to apply different assignments and notifications for each building, select Routing by Building. This option allows you to configure separate default assignees and/or work groups for each building individually. Once applied, the routing and assignment rules work the same way. 
  

Assignments and Notifications

You can set a default assignee, enable work group notifications, or apply both. See above for more information on how these sections impact notifications. 

Default Assignee:

• Select one building team member from the dropdown. 
  Note: if you do not see the user you are looking for in the dropdown, be sure they are marked as assignable in their profile (see above for more information). 
• This user will be automatically assigned and notified of new work orders in this issue type or category. 

Work Group:

• Select one or more groups from the dropdown. 
  Note: if you do not see the work group you are looking for, navigate to the Work Groups page to create one first. 
• These groups will be notified of new work orders for this category or issue type in their "New in My Groups" page. 

Step-by-Step Guide

1. Navigate to the Routing & Assignments sub-page, under Work Order Setup. You will see a list of all your work order issue categories and issue types.
2. Click on the edit icon next to any category or issue type. This form will appear:
3. Fill out the form. 
4. Click Save. From here, the rule you applied will apply to all future work order submitted for that issue type or category. This rule will not retroactively apply to any work order issue types or categories.