Work order management
Manage Every Facility Request From Creation to Closure
One lifecycle for corrective, preventive and predictive work — whatever channel the request arrived through, and whoever carries it out.
The business problem
Work arrives through channels that do not connect
A request phoned to reception, a WhatsApp message to a building manager, an alarm on the BMS and a preventive task on a spreadsheet are all work — but they enter the organisation differently, carry different amounts of information, and often produce no comparable record. Reporting on service performance then depends on manual reconciliation.
The IntelliGrid approach
Every source converges on one work order
Contact centre, WhatsApp, mobile app, web portal, IoT alarm, predictive AI, technician and scheduled maintenance all create the same object, with the same classification, priority, SLA and audit trail. What differs is the intake route, not the discipline applied afterwards.
Intake
Nine ways work enters the platform
One work order record, one audit trail
The work order screen
Interface shown with illustrative demo data.
Capabilities
Work order features
Configurable work types
Corrective, preventive, predictive, inspection, project and tenant-chargeable types with their own fields and rules.
Priority and SLA
Priority drives the applicable response, attendance and rectification targets automatically.
Assignment rules
Route by skill, zone, site, shift, contractor scope or asset ownership.
Technician availability
Assignment reflects the active roster, leave and current workload.
Contractor assignment
External providers receive scoped work with the same evidence and acceptance requirements.
Checklists and forms
Task-specific checklists and digital forms completed on site and stored with the work order.
Photos and attachments
Before and after evidence, readings and supporting documents attached in the field.
Parts and materials
Record consumption against the asset, with cost fields for chargeable work.
Customer acceptance
Occupant or client sign-off captured before a work order can be closed.
Closure reason
Structured closure codes so repeat causes can be analysed rather than guessed.
Escalation
Automatic escalation on SLA risk, with notification to the accountable supervisor.
Audit history
Every status change, reassignment, comment and approval retained and attributable.
Workflow
The full lifecycle
Management KPIs available on work orders
Metrics the module reports on. Values depend on your own operation.
Open
Work orders currently in progress
Overdue
Past target without resolution
Completed
Closed in the reporting period
SLA compliance
Met against applicable targets
Mean response
Time from raise to acknowledgement
Mean resolution
Time from raise to rectification
Repeat issue rate
Recurrence on the same asset
First-time fix
Resolved without a return visit
Business benefits
Connects with
Frequently asked
How do preventive, corrective and predictive work orders differ?
Preventive work is generated from a maintenance plan on a schedule. Corrective work responds to a reported or detected fault. Predictive work is raised from a risk flagged by the AI queue before failure occurs. All three share the same lifecycle, evidence requirements and audit trail, which is what makes their performance comparable.
Can contractors be assigned work orders?
Yes. Contractor organisations are onboarded with scope, documents and access rules, then receive assigned work with the same checklist, evidence and acceptance requirements as internal technicians.
Digitise your maintenance workflow
We will map your current intake routes, approval rules and SLA targets onto the work order lifecycle.