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Work Order Management for Commercial Staff

Updated

 

Work Order Management for Commercial Staff

 

Through both the Staff Experience App and  Portal, the maintenance team will be able to create and manage Work Orders and Preventive Maintenance Tasks with ease. 

 

In this article, you will learn how to:

 

 

From the App

 

Open and Close Work Orders

 

Step 1

Upon logging into your Property's app, select Work Orders. All existing Work Orders are viewable from this screen. 

The status of existing Work Orders is located in the upper corner of each Work Order. 




Work Orders Nav Staff App.jpeg

 

 

  • Pending: Submitted, but has not been claimed/picked up by a staff member yet. 
  • In Progress: Staff member has claimed/picked up the Work Order to begin work. 
  • Completed: Staff has finished their role in the Work Order and is waiting for approval from Property Admin who will close it. (Not all properties utilize this workflow)
  • Closed: Work Order has been closed

 

Step 2

Select the Work Order you would like to begin work on by choosing the ticket and selecting Accept work order. 



accept work order send a quote resi staff.jpg

Note: If Send a Quote is selected, you will need to create an Estimate Report.

 

 

Step 3 (If Applicable)

Under Activity, you are able to add Tasks, Material, and Labor.

 

Add Task: Assign a task within the Work Order to an additional staff member at your property. 

 

Note: All Tasks must be closed before the Work Order can be closed. 

 


tasks work order staff app.png

 

Enter the Title, Priority (High or Low), Assign to Staff member, Description, Finish Before Date, and any Private Notes.

 

Add Material: Add chargeable material to the Work Order. Materials also can be utilized to keep track of inventory. This will add the applicable charges to the Work Order ticket as well as the ledger if your property is taking payments through the VTS Rise platform.

 

Note: Materials must be loaded in the Admin Portal before Materials can be added. 

 


materials work order staff app.png

 

  • Material: Select the Material Category
  • Add Material: Select the Material to be applied to the Work Order
  • Quantity: How many of the Materials are being utilized
  • Billable: If the Material is billable, toggle the button to blue, otherwise, toggle the button to grey.
  • Add Labor: Select the applicable labor rate, name, and how many hours were used, and add any additional notes.

 

Note: Labor Rates must be loaded in the Admin Portal before Labor can be added. 

 



labor work order staff app.png

 

 

Include the Labor Rate, number of Hours and/or Minutes, if it is Billable, and any Notes. The Total will be calculated by the system including any pre-configured Basic Tax or Markup Tax rates.

 

Comments: Use the comment section at the bottom of the Work Order to send updates, notes, and questions directly to the person who created the Work Order. 



New Comment Staff App Work Orders.jpeg

 

 

Step 4

Close the Work Order by selecting Complete Work Order and entering closing notes. 



Complete Work Order Nav Staff App.jpeg

 

 

Filter Existing Work Orders

 

Step 1

After logging onto your property's app, select Work Orders. 


Work Orders Nav Staff App.jpeg

 

 

Step 2

Select the magnifying glass in the top right corner of the screen, fill out all fields you would like to filter Work Orders by, and select Apply.

 

 

filter work orders staff portal resi.png

 

Tenant: Display all Work Orders for a specific tenant

Work Order ID: Shows the specific Work Order based on the Work Order ID

Start Date & End Date: Filters Work Orders within a designated date range

Status: Filter Work Orders to show Pending, In Progress, Completed, and/or Closed

Approval Status: Displays Work Orders that are Approval Pending, Approved, and/or Declined

Created by: Displays Work Orders submitted by a specific person

Assigned to: Displays Work Orders submitted by a specific person

Reset: Clears all filters to display all Work Orders

 

 

Create Work Orders

 

Step 1

Upon logging into your property's app, select Work Orders. 


Work Orders Nav Staff App.jpeg

 

Step 2

Select Add New Entry, located at the bottom of the screen. Follow the onscreen prompts to create a new Work Order and select Submit.



AddNewEntryResi.png

 

  • Tenant: Select the Tenant the Work Order is for
  • Is Occupant Facing: Select Yes to select an occupant in the building who should have access to this Work Order in their app or portal experience
  • Select Category: Categories are used to organize Problems making it easier for you to find the issue
  • Select Problem: Problems allow you to narrow your focus for Work Order creation
  • Assign to Staff: Select the Staff member the Work Order will be assigned to
  • Equipment Category: If maintenance needs to be performed on your equipment, such as HVAC assets
  • Equipment: The specific piece of Equipment the Work Order is to be performed on
  • Description: Any details or additional information pertinent to the Work Order
  • Location: If the Work Order is related to a specific location, it can be set here
  • Permission to Enter: Grants staff permission to enter when the occupant is not there
  • Entry Note: If there are any requirements to entry, i.e. "Take your shoes off" or "Tenant has pets in office"
  • Additional Fields: Complete any Custom Questions that have been configured by your property

 

 

Estimate Reports

If an occupant has requested a quote, this is the workflow for creating an Estimate Report.

 

Note: If a quote is requested by an occupant, the work order can not be completed or closed until the estimate report is approved.

 

Step 1

Select the Work Order you would like to begin work on by selecting the ticket and selecting Accept work order. 

​



accept work order com staff app.jpeg

 

Step 2

Select Activity at the top of the screen, then Estimate report.



estimate report staff.png

 

 

Step 3

A pop-up will appear allowing you to add both Labor and Materials estimates. Enter the applicable fields and select Add Estimate report.




add estimate staff app.jpg

 

 

Step 4

This will populate the Estimate Report and send the estimate to the occupant that requested the work order allowing them to Approve or Reject the estimate.



estimate report pending approval admin.png

 

 

Step 5 (Occupant approves)

If the occupant approves, the Estimate Report will be marked as Approved and you can continue with the Work Order.




approved estimate report staff app.jpeg

 

 

Step 5 (Occupant rejects)

If the occupant rejects the Estimate Report, it will prompt you to edit and resend it for approval before continuing work.




rejected estimate report staff resi.png

 

From the Portal

 

Open and Close Work Orders

Step 1

Upon logging into the portal, select Work Orders.  All existing Work Orders are viewable from this screen. 

The status of existing Work Orders is located in the top right corner of each Work Order. 

 

 

staff portal work ordernav.png

 

  • Pending: Submitted, but has not been claimed/picked up by a staff member yet. 
  • In Progress: Staff member has claimed/picked up the Work Order to begin work. 
  • Completed: Staff has finished their role in the Work Order and is waiting for approval from Property Admin who will close it. (Not all properties utilize this workflow)
  • Closed: Work Order has been closed.

 

Step 2

Select the Work Order you would like to begin work on by selecting the ticket and selecting Accept work order.



accept work order com staff portal.png

 

 

Step 3

After accepting the work order, a pop-up will appear asking you to confirm that you want to accept the work order. Accepting will assign the work order to you.

​

 

confirm accept work order staff.png

 

​

Step 4 (If Applicable)

Under Activity, you are able to add Tasks, Material, and Labor.

​

 Add Task: Assign a task within the Work Order to an additional staff member at your property.

​



new task staff portal.png

 

Select the Task Type (Work Task or Estimate Task), Title, Priority (High or Low), Assign to Staff member, Finish Before Date, and any Private Notes.

​

Add Material: Add chargeable material to the work order. This will add the applicable charges to the work order ticket as well as the ledger if your property is taking payments through the VTS Rise platform. 

​

Note: Materials must be loaded in the Admin Portal before materials can be added.

 

​add_material_staff_portal.png

 

 

  • Category: Select the Material Category
  • Material: Select the Material to be applied to the Work Order
  • Quantity: How many of the Materials are being utilized
  • Billable: If the Material is billable, toggle the button to blue, otherwise, toggle the button to grey.

 

Add Labor: Select the applicable labor rate name, how many hours were used, and add additional notes

​

Note: Labor Rates must be loaded in the Admin Portal before Labor can be added. 

 

​

add labor staff portal.png

 

 

Include the Labor Rate, number of Hours and/or Minutes, if it is Billable, and any Notes. The Total will be calculated by the system including any pre-configured Basic Tax or Markup Tax rates.

​

Comments: Use the comment section at the bottom of the work order to send updates, notes, and questions directly to the person who created the work order. 

​

 

Add Comment Work Order Staff Web Portal.png

 

 

 

Filter Existing Work Orders

 

Step 1

After logging into the portal app, select Work Orders.


Work Orders Nav Staff App.jpeg

 

 

Step 2

Select Filters, located to the right of the screen, and fill out all fields by which you would like to filter Work Orders. 



com staff portal work order filters.png

 

 

  • Tenant Number: Display all Work Orders for a specific unit
  • Work Order ID: Shows the specific Work Order based on the Service ID/Work Order ID
  • Created by: Displays Work Orders submitted by a specific person
  • Assign to: Displays Work Orders assigned to a specific person or assignment group
  • Start Date & End Date: Filters Work Orders within a designated date range
  • Status: Filter Work Orders to show Pending, In Progress, Completed, and/or Closed
  • Approval Status: Displays Work Orders that are Approval Pending, Approved, and/or Declined
  • Status open/close: Filters by Open vs Closed Work Orders
  • Clear All: Clears all filters to display all Work Orders

 

 

Create Work Orders

 

Step 1

Upon logging into the portal, select Work Orders.



Work Orders Nav Staff App.jpeg

 

Step 2

Select Create Work Order, located at the top of the screen. Follow the onscreen prompts to create a new work order and select Submit. 




create new workorder staff nav com.png

 

  • Tenant: Select the Tenant the Work Order is for
  • Is Occupant Facing: Select Yes to select an occupant in the building who should have access to this Work Order in their app or portal experience
  • Select Category: Categories are used to organize Problems making it easier for you to find the issue
  • Select Problem: Problems allow you to narrow your focus for Work Order creation
  • Assign to Staff: Select the Staff member the Work Order will be assigned to
  • Equipment Category: If maintenance needs to be performed on your equipment, such as HVAC assets
  • Equipment: The specific piece of Equipment the Work Order is to be performed on
  • Description: Any details or additional information pertinent to the Work Order
  • Location: If the Work Order is related to a specific location, it can be set here
  • Permission to Enter: Grants staff permission to enter when the occupant is not there
  • Entry Note: If there are any requirements to entry, i.e. "Speak to office front desk" or "Tenant has pets in office"
  • Additional Fields: Complete any Custom Questions that have been configured by your property

 

 

Estimate Reports

If an Occupant has requested a quote, this is the workflow for creating an Estimate Report.

 

Note: If a quote is requested by an occupant, the work order can not be completed or closed until the estimate report is approved.

 

Step 1

Select the Work Order you would like to begin work on by selecting the ticket and selecting Accept work order. 

​

 

accept work order com staff app.jpeg

 

​

 

Step 2

If the occupant has requested a quote in their submission a box will appear in the upper corner for the Estimate Report. 

​

 

estimate report requested staff com portal.png

 

​

Step 3

A pop-up will appear allowing you to add both Labor and Materials estimates. Enter the applicable fields and select Save changes.

​

 

estimate report enter.png

​

Step 4

This will populate the Estimate Report and send the estimate to the occupant that requested the work order allowing them to Approve or Reject the estimate.

​

 

estimate report staff.png

​

 

Step 5 (Occupant approves)

​

If the occupant approves, the Estimate Report will be marked as Approved and you can continue with the Work Order.

​

 

approved estimate report com staff portal.png

​

 

Step 5 (Occupant rejects)

If the occupant rejects the Estimate Report, it will prompt you to edit and resend it for approval before continuing work.

​

 

rejected estimate report com staff portal.png

 

 

Managing Preventive Maintenance

 

From the App

Step 1

Upon logging into your properties app, select Work Orders from the home screen. 



Work Orders Nav Staff App.jpeg

 

 

Step 2

Select the PM tab at the top of the screen to access the Preventive Maintenance tasks. 




PM Nav App.jpeg

 

 

Step 3

Select the Preventive Maintenance task you wish to view and/or complete by choosing the task.  Select Complete Task and enter all applicable information. Select Submit to complete the preventive maintenance task. 

 

  • Hours: How many hours the task took to complete
  • Minutes: How many minutes the task took to complete
  • Task Details: Enter any information about the task you would like to document
  • Parts Used: You can enter any parts you used in the task
  • Amount: This is being calculated by the Labor hours x Labor rate
  • Add photo or image: Include images if necessary of the Preventive Maintenance task

 

 

From the Portal

 

Step 1

Upon logging into the portal, select Work Orders. 

 

Work Orders Nav Staff App.jpeg

 

Step 2

Select PM tab from the top of the screen to access Preventive Maintenance tasks. 




PM nav Res Staff Web.png

 

Step 3

Select the Preventive Maintenance task you wish to view and/or complete by selecting the task. Select Complete and enter all applicable information to complete the Preventive Maintenance tasks. 



staff work order pm .png

 

  • Hours: How many hours the task took to complete
  • Minutes: How many minutes the task took to complete
  • Task Details: Enter any information about the task you would like to document
  • Parts Used: You can enter any parts you used in the task
  • Amount: This is being calculated by the Labor hours x Labor rate
  • Add photo or image: Include images if necessary of the Preventive Maintenance task

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