Work requests

The inbox of reported faults, and how triage turns a report into a job or closes it.

A work request is somebody telling you something needs attention. It is not yet a job — triage decides that.

Why requests are separate from jobs

A request keeps the reporter’s own words. “The pump is leaking, floor is wet” is evidence; the job that follows is somebody’s interpretation of it. Keeping both means you can go back and check what was actually reported.

The inbox

Triage is a queue you work through, so the request opens in a panel beside the list rather than on its own screen. A planner clearing twenty reports on a Monday morning should not press Back twenty times.

Each row carries who reported it, when, against which asset, and how urgent they said it was.

Triaging

Select a request and act on it from the panel.

Convert to work order

The request becomes a job. You are taken to the new work order to fill in what triage decided — type, priority, assignment.

You can convert straight from Submitted without stepping through triage first. A planner reading “the pump is leaking, floor is wet” does not need to move it through two ceremonial states before acting.

Begin triage

Moves the request to In Triage — the deliberate path, for requests that warrant thinking about. Useful when someone else will pick it up, because the state says it is being looked at.

Approve

Marks a triaged request as worth doing, before anyone converts it. Useful where approving and converting are different people’s jobs.

Reject

Closes the request without a job. Rejection is a recorded outcome with a reason, not a delete — the reporter’s evidence survives.

Cancel

For a request that has been overtaken — the fault cleared, or somebody else already raised it.

The buttons you see come from your organisation’s own request lifecycle. A missing Reject means your state model does not allow that move from the state the request is in. See statuses and transitions.

The default lifecycle

Status	Category	What it means
Submitted	Open	Reported, nobody has looked yet
In Triage	Open	Being assessed
Approved	Open	Worth doing, not yet a job
Converted to Work Order	Closed	A job exists — terminal
Rejected	Rejected	Not worth doing — terminal
Cancelled	Cancelled	Overtaken — terminal

Allowed moves:

Submitted ─┬─→ In Triage ─┬─→ Approved ──→ Converted
           │              ├─→ Converted
           │              ├─→ Rejected
           │              └─→ Cancelled
           ├─→ Converted        (triage on sight)
           ├─→ Rejected         (reject on sight)
           └─→ Cancelled

Raising a request

Use New → Create Work Request in the header, or the New button on this screen. A request needs the asset or location it concerns and a description of what is wrong. Everything else is triage’s job.

Anyone with the Requester role can raise requests and see their own — which is the point of the role. They cannot see the work orders that follow.

Where requests come from

Requests can be configured with sources — walk-up, phone, email, the operator on the line — so you can tell later which channel a fault arrived through. Configure the list under work settings.