Work Groups

Create Work Groups to give building team members visibility into the work most relevant to them. You can set up multiple work groups to ensure the right people see the right tasks.


In this article:

• Use Case Example
• Notification Types and Use Cases
• Notification Hours
• Creating Work Groups

Use Case Example:

The property team at the Box Building wants to ensure that work orders are routed to the appropriate teams and at the right times. Their building team includes three engineers and two janitorial staff members. To streamline operations, they want all engineering-related work sent to the engineering team, and all janitorial work directed to the janitorial team. The property team takes the following actions:

1. The property team creates two work groups (Engineering and Janitorial), and they assign the correct building teams members to each.
   
   
   
2. The property team configures the notification types so that Engineering Team members receive push notifications and emails for all new work—whether or not a default assignee is set. This ensures the entire group is alerted, even if a default assignee already receives a notification.
   
3. The property team customizes notification hours so Engineering Team members only receive alerts when they're onsite (Monday–Friday 8am–6pm). Any work submitted after hours is held and delivered at 8am the next business day.
   

Notification Types and Use Cases

This section allows property teams to customize which notifications each work group receive beyond the default options. By default, work groups receive the following notifications:

• New In My Work Groups Notifications: By default, when a new work order is created, everyone in the work order group assigned to the work order receives an email and push note, unless a specific assignee is selected.
• Assignee (Engineer) Notifications: By default, engineers will receive an email and push note when each of the following occurs for a work order to which they are assigned: Status updates, Assignment updates, External notes added, Internal notes added, and Materials or Labor Added
• Tenant Notifications: By default, tenants will receive an email and push note when each of the following occurs for a work order that they have submitted: Status updates, Assignment updates, and External notes added

To customize notifications for your work groups, check or uncheck the desired actions and status updates. A checkmark indicates the group will receive an email and push notification for that event.

Key Updates:

WO Added to Group: With Assignee:
Check this option if you want users in this Work Group to receive push notifications and emails when a work order is submitted and routed to their group—even if a default assignee is set. By default, Work Group members do not receive notifications in these cases. This is useful for teams that need full visibility into all new work orders, maintenance tasks, or inspections, even when a primary team member is assigned to complete the task.

• • If one of your teams is responsible for a high volume of requests—like maintenance or janitorial—it may be helpful for the full Work Group to receive notifications so that team members can stay in the loop and assist if the assigned person is unavailable or delayed.

  • For teams that rotate coverage or share responsibilities across shifts, enabling this setting ensures all group members are notified of new work and can coordinate quickly, even if one person is formally assigned to the task.

All Notes Added to Ticket:
Check this option if you want users in this Work Group to receive push notifications and emails for all notes added to a work order—whether internal or tenant-facing. By default, Work Group members do not receive notifications for notes unless they are the assignee. This is useful for teams that need full visibility into all updates and communications related to building work.

• If one of your teams handles tenant-facing janitorial work, you may want them to receive notifications for every note added to stay informed of all tenant and internal team communication.
• If one of your teams frequently communicates about their work and relies on notes being tied directly to the work order, maintenance task, or inspection, it may be helpful for them to receive notifications for every note added—ensuring visibility into both tenant-facing and internal updates.

Status Updates:

Select any status to notify users in this Work Group via push notification and email when a work order is moved into that status.

Notification Hours

This section lets property teams define custom notification hours for each group. These hours determine when work group members receive the configured emails and push notifications from the above section. 

• Select 24 Hrs for any day you want work group members to receive emails and push notifications at all times.
• Select Offline for any day you do not want work group members to receive emails and push notifications. 
• To set specific notification hours, uncheck both 24 Hrs and Offline, then choose the custom hours for each day you want work group members to receive emails and push notifications.

Creating Work Groups

1. Navigate to the Work Order module, then click on Work Groups.
2. Click +Create Group in the upper right corner. 
3. Name the group
4. In the Members section, click team member names to add them to the group. If you do not see a team member listed here, ensure they are marked as "assignable" in their user profile. 
   
5. Customize the notification types in the Work Order Notification Types section.
6. Customize the notification hours in the Work Order Notification Hours section.
7. Click Save.