Maintenance

Learn about work orders, planned maintenance and maintenance of assets & space in Facilio application. 

The maintenance dashboard collates pertinent information and provides you with an overall view of what’s happening in your facility. It also allows you to devise unique processes that make the most sense to your organization. 

a) An Introduction

Facilio’s Maintenance dashboard provides you with a specialized view of all work orders that are generated in the facility. The upper tab of Maintenance dashboard has the following options – 

i) Maintenance: This is the primary tab that opens when you come to this dashboard. These work orders can be viewed in multiple ways – through custom views and filtered lists that are provided here for easy understanding. You can view High Priority Work Orders, Open Work Orders or even work orders that belong to a certain category. Categorized by priority, category or even building, you can view the work order data in multiple ways and select the option that works for you.

ii) Approvals: The Approvals tab lists the work requests that are being posted by tenants, building owners or by other maintenance personnel. You can look through their work requests and provide your approval or reject it.

iii) Planned Maintenance: This tab lists the entire planned maintenance schedule for the facility. 

iv) Calendar: In this tab, the work orders scheduled for each day will be listed within the calendar which makes it easy to reorder, arrange and view the schedule.

v) Report: View exclusive reports related to work orders.

b) Maintenance

Facilio’s maintenance module has an exclusive dashboard with reports about work orders generated, closed, resolved, overdue, etc. A tabbed list of options on the header covers a list of work orders, approvals, planned maintenance, calendar, and reports. In this module, all aspects of work orders from creation to approval, preventive or by request are covered in detail.

i) The lifecycle of a Work Order

‘Work order’ is a common term used in the facility management ecosystem and it refers to a job or a task that needs to be undertaken in a facility. In Facilio, work orders can be created with detailed instructions/task lists and assigned to an entire team or a specific member of a team. 

The flow of work orders in Facilio is linear and straightforward. 

Step 1: Create a work order to execute a task or a list of tasks associated with a space or an asset in a facility. Even while creating the work order, it can be assigned to a maintenance team/personnel.

Step 2:  Once the work order is generated, the work order will get updated and the maintenance team/personnel will be intimated about it. When they open the work order, the following details will be available – Summary, Tasks, Items & Labour, Related Records, History

  1. Summary: Overall details about the work order that you provided will be displayed here. On the right, a column is present where pertinent details about the status of the work order will be updated (work duration, cost, etc.) You can also click on the edit link given here to add more details to the work order. For example, if you require additional materials/tools etc. you can select the vendor from whom you wish to source it. 
  2. Tasks: The entire list of tasks for the work order will be listed here. You can also go ahead and add more tasks here and enable the input (photo/readings/text) for each task.
  3. Items & Labour: Items that are required to execute the work order can be listed here. If items and tools are already available in the storeroom, the item that was issued can be listed here. If the item that is required to execute the work order needs to be ordered, an inventory list can be made. If the inventory required to complete the work order is approved by the Facility Manager, the work order will be duly executed once the items are available. If an external labor team/specialist/maintenance personnel is required to execute the work order, their labor charges can be added here as well. Once the labor cost is approved by the Supervisor/Facility Manager, the work order will be duly executed.
  4. Related Records: If the work order that you created is dependent on another work order, both the records can be interconnected here.
  5. History: Shows the log of activity that has happened since the time the work order was created.

Step 3: This is where the work order is being executed by the maintenance personnel/team. Open the work order summary page and click on the button Start Work

The following are the different statuses that will be used during the phase of execution –

  1. Work in Progress: Once the maintenance personnel starts the work, they can change the work order status to ‘Work in Progress’ from the Summary page.
  2. Pause: If the work order can’t be completed due to complications or lack of relevant tools/items or if the problem is much bigger than the maintenance personnel’s expertise, the task can be paused. 
  3. Resolve: Once all the tasks are completed, the work order can be resolved. Once the status says ‘Resolve’, the Facility Manager/Supervisor can check whether the execution of the work order is complete and if all the tasks are indeed completed.
  4. Close: Once the work order is resolved completely, it can be closed. If the Maintenance Personnel doesn’t have the authority to close the work order, it will be closed by the Supervisor/Facility Manager.
  5. Re-open: If the work order is not adequately executed and the tasks have not been completed satisfactorily, the facility manager/supervisor will re-open the work order and reassign it.

ii) Creating a Work Order

Work orders are the heart and soul of the facility management landscape. They ensure systematic task allocation within a facility and helps you plan and schedule tasks that require immediate attention. 

To start off, let’s see how to create a normal work order.

  • Head to Maintenance Dashboard and click on the tab Work Orders in the header.
  • This page will list all the work orders that are active in the facility. You can filter and view specific data based on your requirements or check out any of the system views that provide you exclusive information about work orders due today, planned, unplanned, unassigned, overdue, etc.
  • Click on the button New Work Order
  • Fill in the primary details –
    • Name/title for the work order, select the site, write a brief description of the task.
    • Select the category for the work order, assign a priority and a maintenance type. 
    • Select the space/asset where the work order has to be executed.
    • Assign a team/specific maintenance personnel for this work order.
    • Upload attachments, if any (and if required)
    • Check the option Send for Approval if the work order needs to be approved by the Facility Manager/Supervisor
  • Next, we will move on to the task section –
    • Click on the Add Task button 
    • Start listing the tasks that need to be undertaken within this work order. You can list the tasks in the order of execution which will make it easy for the maintenance personnel to execute it chronologically. You can also add sections within the tasks to list them in an organized manner. 
    • As you add the tasks you can minutely specify where (site/space/building/floor) each one of them need to be executed.
  • As you mouse over each task, you will find options to add settings for each one of them. The settings allow you to configure the following for the tasks –
    • Provide a detailed description of the task.
    • Enable photo mandatory option which will prompt the maintenance personnel to take a before/after photo of their work.
    • Enable input will ask the maintenance personnel, questions in relation to the task and prompt them to note down their observations accordingly. Input can be procured in the following formats – Reading, Text, Number, Multi-choice options.
  • Once all the details are in, click on Save. You will find your work order listed on the work order page. 

iii) Items & Labour

Items and Labour options combine many requisite elements that are required to complete a work order – items, tools, and labour. When either of these options is not readily available, the work order will be inevitably delayed. 

  • Items & Tools: Here you can list the items that you need to complete the work order along with the quantity. If the item is available in the storeroom it will be issued to the maintenance personnel to complete the work order. 

To add an item/tool – 

  • Click Add Item/Tool. A pop-up window will open where you can select the storeroom.
  • The storeroom inventory will list the items/tools along with their quantity. You can specify the number of items/tools you need and click on Add.
  • The cost of using the tools/item will get updated automatically.
  • Next, select the labour that would be used for this work order. Click on Add Labour and select the maintenance personnel who would undertake the work order from the list. Once selected, their hourly rate for the standard duration (1 hour) will get updated.

Note: Click here to add a new laborer’s name

  • On the right column, you will be able to see how much this particular work order will be costing you.

iv) Sending an Inventory Request for item/tool

If an item/tool is not available in the storeroom an inventory request can be sent from the Items & Labour page.

  • Click on the plus icon given on the right side of Item/Tool.
  • A pop-up window will open with pre-filled details such as work order number, name of the personnel who is requesting the item, name of the personnel for whom the request is being raised, required date, etc.
  • Option to add an entire list of line items is available. If the item/tool you are requesting is not in the list (because it is new and never been bought) you can click here to add new item/tool in the storeroom.

Related records tab present in the Work Orders provides you with an opportunity to interlink work orders that are dependent by nature. In a connected building, most work orders are interlinked and a delay in any of these links will affect the execution of many other work orders. Therefore, it is prudent to link the work orders that are dependent on one another.

  1. Click on +Add link given in the right.
  2. You can select from Existing Work Orders or create a New Work Order.
  3. After linking the work order you will find it listed on the page. 

vi) Creating work orders using a template

Creating a work order using a pre-filled template makes life easier for the facility manager. Work Order Templates can be created for scenarios where the tasks are repetitive and numerous. These templates once created, can be easily used to create a work order within seconds.

  • Head to Facilio’s Maintenance Dashboard and click on the tab Work Orders in the header.
  • Click on the New Work Order.
  • You can select a template from the dropdown given at the top of the form.
  • Once the template is selected, the work order form is pre-filled with tasks that are generally undertaken for specific maintenance work.
  • You can also tweak it to match your present requirements and make changes as required.
  • You can also provide attachments or add more tasks mapping it to a specific site/building/space/floor.
  • Click on Save.

vii) Multiple ways of raising work orders

Work orders in Facilio can be raised through Email and also through the Requester Portal.

  1. Email: Email-based work requests can be sent by maintenance (maintenance team, residents, tenants, etc.) through the configured support email id. The email will generate a work request that can be approved or rejected by the building administrator. To configure the email id to raise a work request you need to –
    • Head to Settings > Work Order Settings > Email Settings
    • Click on the Add Email button to add new support email ids.
    • You can also configure the email where these email work order requests need to go.
    • Once the administrator approves the work request, they are converted into work orders.
  2. Requester Portal: Work orders can also be created through requesters. Requesters are basically users who are given partial access to the Facilio application just to raise work requests. Requesters can typically be maintenance personnel, tenants, building owners, etc.
    • Head over to Settings > User Management > Requesters
    • Click on Add Requester.
    • Input details of the requester – name, email id, mobile number and accessible spaces where work requests can be raised.
    • You can specify the site/building/floor/space where the requester can raise the work requests.
    • Select the tab to send an invitation to invite the requester to post-work requests.
    • These work requests will be listed in the Approvals tab in the Maintenance dashboard.
    • The administrator/supervisor can select the work requests and process them as required.

Note: Portal users are basically users who have been given partial access to Facilio. Depending on their permission level, they can view, add, update or modify work requests in Facilio. The basic difference between a requestor and a portal user is that a requestor can only raise Work Requests in Facilio while a portal user’s range of permissions is diverse and more.

c) Approvals

The approvals tab in the Maintenance dashboard lists all the work requests for which approval needs to be sought from the Administrator/Facility Manager. Work requests are typically made by Requesters/Portal Users in Facilio. 

Requestors are typically tenants, building owners, employees or managers within a facility and they can raise only work requests for specific space as configured by the Administrator/Facility Manager. Portal Users are maintenance personnel or building owners who will have partial access to Facilio application, using which they can raise work requests, edit or update.

Once the work request is approved it will be converted into a work order and scheduled to a maintenance team/personnel with due dates.

i) Approving & Rejecting Work Requests

Work requests from requesters, technicians, teams or maintenance personnel (who do not have the authority to create work orders) will be listed here. Facility Managers, Administrators, and Supervisors who have access to this tab can approve the work requests.

  • Head to Maintenance Dashboard Approvals.
  • Select the work request and check the details 
  • Click on Approve to convert it into a work order. 
  • If the work request is not feasible click on the Reject button.
  • If the work request is approved, you will need to confirm your approval and add a few more details such as – Category of the work order, site/building where it needs to be executed or the asset/equipment that needs to be repaired, add priority, assign a team/specific maintenance personnel to execute the work order.

Once the work request is approved, you will see it listed in the approved tab and it will also start appearing in the Work Order page.

d) Planned Maintenance

Planned Maintenance is an integral part of any facility management landscape. It helps to proactively schedule work ahead of time for space and assets. Planning maintenance work periodically helps to keep the assets running in top form and aids in maintaining the facility sans wear and tear. 

In Facilio, different types of maintenance work can be scheduled – Preventive, Rounds, Compliance and many others.

i) The lifecycle of Planned Maintenance

Creating a Planned Maintenance work order involves five stages – Work Order details, TriggersPrerequisites, Tasks and Review

  1. Work Order: Provide the basic details of the work order such as the – type, category, priority, duration, space/asset where the maintenance needs to be undertaken.
  2. Triggers: Add a trigger based on a reading or a period to generate a work order.
  3. Prerequisites: Lists the prerequisite steps that need to be followed before executing a work order. For E.g. safety rules or donning safety clothing
  4. Tasks: Input task details mapping it to specific asset/space in the facility
  5. Review: Review the details and confirm the planned maintenance work order(s).
1. Work Order
  • Here, you will need to provide the basic details of the maintenance – work description, space/asset (where maintenance needs to be undertaken), category of work, priority, duration and the team that needs to undertake the work.
  • Fill in the due duration and estimated duration of this planned work order.
  • Select the team that would be handling this work order and upload attachments if there are any.
  • Next, select a vendor, if you require fresh supplies, items or tools to complete this work order.
  • Single/multiple work order options can be selected based on the nature of the work order. 
  • Select the space/asset where the work order needs to be executed.
  • Check Enable E-Signature option, if the work order requires the approval of a supervisor/manager before it can be closed. 
  • Check Verify asset with QR to start work if you want the maintenance personnel to ensure they are working with the right asset.
2. Trigger

Triggers for planned maintenance can be set in three ways, through – schedule, reading, alarm condition or manual

    1. Schedule: If an upkeep/maintenance for an asset/space needs to be done periodically (daily, weekly, monthly, etc.) it can be scheduled to take place at a particular date/time and work orders can be automatically generated for the same. Options to configure and define the frequency of the period can be done here.
    2. Reading: Planned maintenance can also be undertaken based on readings. Triggers based on readings can be configured through the reading field data.
    3. Alarm Condition: An alarm condition can be set to trigger warning and to generate a work order to schedule planned maintenance. Alarm criteria can be based on specific rules of reading.
    4. Manual: You can also schedule planned maintenance for a specific space or an asset manually, without any kind of trigger.

Assignment

You can assign the work order to a default maintenance personnel who will be responsible for the work orders created in that particular planned maintenance.

3. Prerequisites

The Prerequisites section can be used to list the number of things that need to be done by the maintenance personnel before they begin the work order. This could be any number of things – from donning Personal Protective Equipment (PPE) to switching off the main power before beginning the repair work. The prerequisite option allows the maintenance personnel to stringently follow safety rules while performing maintenance tasks.

  • Click on the button Add Prerequisite.
  • Here you can select the option Photo Mandatory if you wish to ensure that the maintenance personnel/technician has indeed followed PPE (Personal Protective Equipment) rules that are required to execute the work order. When the Photo Mandatory is selected, the maintenance personnel/technician can proceed with the tasks only after he/she has donned all the protective equipment and posts a picture of the same.
  • Next, you can start listing the prerequisite rules as required. If the work is hazardous by nature, stipulating protective equipment will ensure the safety of the maintenance team. 
  • Prerequisites can also include the first thing that the maintenance person needs to do to execute the work order. For example, if they need to shut the power for an apartment or an entire floor (if the nature of the work is electrical). Directions to find a particular panel/switch or equipment can also be added here, which will help the maintenance personnel/team complete the work order on time.
4. Tasks

Typically, in a Facility, a work order might contain an entire list of tasks. For example, typically if the maintenance of an Air Conditioner has over 30 + checklists and tasks that need to be completed. Only after completing/executing all the requisite tasks, the work order can be closed.

In this section, you can provide the details about the task and clearly specify where it needs to be undertaken. Options to add a detailed task list complete with sections and headings are available here. 

  • List the task name and select the Asset name where the task needs to be undertaken.
  • If the task name is not self-explanatory, you can add more descriptions about the task. Click on the Settings icon next to the task to add more description for the task, if required.
  • For each task, inputs of different kinds (text, numbers and multi-choice options) can be configured. You can also ask the maintenance personnel to upload photographs once each step is completed. 
  • Photo Mandatory: Before and After photos can be uploaded for each task. Without uploading the photos, the technician/maintenance personnel cannot move on to the next task.
  • Enable Input: You can enable the following types of inputs – Reading, Text, Number, and Option
    • Reading: If the readings for a particular asset/equipment/device needs to be noted manually at a regular interval, for example, the main energy meter, the Readings option can be used to note the metrics. Once the technician records the value/reading it will be automatically mapped with the asset’s metric.
      • Text: Allows you to enter textual details and test readings.
      • Number: Here you can provide the default values of a particular device/equipment. You can specify what kind of number readings are possible – Incremental, Decremental, Safe Limit or None.
      • Option: Yes/No option for a particular task can be added here. You can also select the default value Yes/ No for a particular status in the equipment/meter which will enable the maintenance personnel to verify and check. If a particular task/meter/device is not working, then you can select the input as Failure State Yes/No. By selecting ‘Yes’, you are stating that the device is not working and that it needs to be fixed/maintained. You can also create a work order to fix the issue. If the issue is recurring at varying periods, you can select the template for the work order (which you can create here) here.
      • In certain instances, the same input type can be applicable for all the tasks in a particular section. In such cases, the overall settings can be configured for a particular section. This will save you time from configuring the inputs for each task.
5. Review  

Review the planned maintenance that has been scheduled and click on Confirm. Once confirmed, the scheduled work order can be seen in the Planned Maintenance page.

ii) Planned Maintenance Work Order Summary

Once the work order is created, you will find it listed in the Planned Maintenance work order list. You can click on the work order to open the summary. The Summary page has the following tabs –

1) Summary: Details about the work order along with triggers and its next schedule will be listed here. Statistics related to on-time completion, average work duration and average response time will be displayed here. 

2) Trigger: There are three tabs within Trigger – Overview, Asset Planner and Staff Planner.

  • Overview: Lists the number of triggers that have been set for the work order.            
  • Asset Planner: Provides a calendar view of the dates when the asset will be under maintenance.
  • Staff Planner: Provides a calendar view of the dates when the staff will be busy executing this planned maintenance work order.

3) Prerequisites

The list of prerequisites can be checked yes/no as and when they are followed diligently. The maintenance personnel would be able to move onto the tasks only after fulfilling (or uploading image) the prerequisite rules that have been laid down.

4) Tasks

As and when the tasks are completed, the maintenance personnel can put a tick to it and provide inputs, readings, text or photo, mandated. 

5) History

Maintains the log of all activities that have taken place for this work order for easy and quick reference.

e) Calendar 

The Calendar option in Facilio provides a bird’s eye view of all the maintenance work that’s happening in your facility. Used primarily to schedule work orders, the calendar feature in Facilio can be used to plan asset maintenance, staff work schedules and space allocation for maintenance tasks and work orders.

i) PM Calendar

PM Calendar (Planned Maintenance Calendar) provides the facility manager/supervisor with an option to view the overall upcoming maintenance schedule for their facility.

ii) PM Asset Planner

PM Asset Planner allows the Facility Manager to focus solely on Asset Maintenance and view the past and present maintenance work scheduled. Assets that are placed in a particular site/building and their maintenance schedule can be easily viewed here for a day/week/month/year. Options to select the type of asset (chiller/energy meter/AHU unit etc.) are available here.

iii) PM Staff Planner

PM Staff Planner allows the Facility Manager to plan the work schedule of the entire maintenance staff/team. It provides them with an overall view of their schedule in the past, present and in the future, providing them valuable insights into their work hours, frequency of work orders and workload.

iv) PM Space Planner

PM Space Planner gives the Facility Manager an insightful view into what maintenance work has been planned for a particular space/site/building/floor in a facility. This provides the Facility Manager a focussed view of what’s scheduled in a particular site/building on a specific day/week/month/year.

v) Working with Calendar

The following options are available in all the PM calendars for you to explore –

  1. View Work Order: Click on the work order listed in the calendar to get a quick look at it. Click on View details to see the detailed summary page of the work order.
  2. Update Work Schedule: A calendar view of the current month can be seen in this feature. Options to check out the schedule for the upcoming months are present which makes it easy for the Facility Managers to plan maintenance work accordingly.
  3. Filters: PM Calendar also has filters that allow you to sort the work orders based on Type, Category, Priority, and Frequency. Each of these filters is color-coded, making it easy to understand. This apart, options to view work orders listed for a week, a month or a day are also available.
  4. Settings: The settings option is available in PM Asset Planner, PM Space Planner and PM Staff Planner. Within the Settings the following options are available –
  5. Planner Settings: Allows you to configure the planner details based on the view (year/month/week/day) selected. Based on the view selected, the gridlines, group lines and labels (Subject, date & time, frequency) can be configured.
  6. Default Move Action: In the calendar, you can drag and drop work orders from one date/time to another. This action can be configured using the default move action, where you can move a single work order, multiple work orders or provide an option to ask for confirmation whether all the work orders that are linked to it can be moved.
  7. Column Settings: This allows you to configure the column settings of the calendar wherein you can add or remove a column of data as required.
  8. Calendar Settings: This setting allows the Facility Manager to add a few additional details about the work orders that are scheduled such as – Actual, Work State and Due. These settings can be reordered as per requirement by moving them up and down.
  9. Legend Settings: This setting provides the Facility Manager to control the legend based on the colour-coding for each category, type, priority, etc.

f) Customization

Facilio offers many options to customize work order settings right from creating a specialized work order template to creating custom fields, assignment rules, etc.  Here is a list of things that you can do to customize work orders for your facility. 

i) Work Order Template: Create a new work order template to quickly generate work orders for oft-repeated categories.

ii) Add Custom Fields: Add custom fields to the work order form to fulfill specific requirements at your facility.

iii) Assignment Rules: Create rules to automate work order assignments to a specific team/maintenance personnel.

iv) Email Settings: Configure email settings and provide support email ids to forward queries.

v) Customization: Add custom category, priority and types for your facility.

vi) Workflows: Automate work order actions by configuring specific criteria for work order execution.

vii) Notifications: Automate notifications to be sent out whenever certain criteria and conditions are met in work order execution.

viii) Stateflows: Define custom processes and workflows for certain scenarios and keep them independent from the default process.

ix) SLA Policies: Add SLA policies for vendors and manage commitments & escalations.

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