Maintenance (Work Order) Flow Chart Follow

 All Work Orders are created in Propertyware

Three Swim Lanes: 

      1. Tenant calls in. CSR or PM creates WO 

      2. Tenant creates WO via Westward360 Portal 

      3. PM Creates WO 

1. ZD ticket populated in Pre-dispatch queue. 
2. Set up ticket with CC, subject line & public acknowledgement within 4 business hours. 
3. Is this a Work Order? 
   1. If NO: ❌ 
      1. Apply PM Input Needed macro and assign to PM as OPEN. 
   2. If YES: ✅ 
      1. Does dispatch handle this type of WO? 
      2. If yes, review building notes, building issue or unit issue.

UNIT: Apply Troubleshooting Macro(s). 

BUILDING: Apply PM Input Needed macro and assign to PM as OPEN.

SINGLE UNIT: Apply PM Input Needed macro and assign to PM as OPEN. 

Is Work Order a P1? 

1. If NO: ❌ 
   1. Pend ticket for 3-day follow up (macro). 
   2. Did tenant respond? 
      
      1. (No) Close WO in PW and ZD ticket solved. 
   3. (Yes) Is building on retainer? 
   4. (Yes) Pros/Paul Persa or TP (third party)? 
      1. (If TP) Apply PM Input needed macro and assign to PM as OPEN for scheduling. 
      2. (If Pros/Paul Persa) Apply Send to Macro to move ticket to scheduling. 
2. If YES: ✅ 
   1. Chat coordinator with ZD # in Dispatch Escalations Channel (google chat). 
   2. Apply "Send to..." macro to move ticket to scheduling. 

PROS, PC or RETAINER? 

1. PC (project coordinator)
   1. Work order is scheduled in HCP with text confirmation for PC Vendor. 
   2. Tenant updated via ZD 
   3. Ticket set to pend with due date for next business day after visit. 
   4. Invoice received in Payables queue. 
2. PROS
   1. P1? 
      1. If YES: ✅ 
         1. Work order is scheduled in HCP for same day. 
         2. Apply "Pros in Progress" macro with next business day after service as due date. 
         3. HCP is reviewed, notes added to ZD
      2. If NO: ❌ 
         1. Is the property under a RETAINER? 
            1. (Yes)
               1. Work order is scheduled for next retainer day at building pending availability. 
               2. Apply "Pros in Progress" macro with next business day after service as due date. 
               3. HCP is reviewed, notes added to ZD. 
            2. (No)
               1. Is Work order expected to exceed spending limit? 
               2. (Yes)
                  1. Apply "PM Input Needed" macro and assign to PM as OPEN. 
                  2. PM approves. 
                  3. Work order is scheduled for 5-days out OR with other WOs at the same building. 
                  4. Apply "Pros in Progress" macro with next business day after service as due date. 
                  5. HCP is reviewed, notes added to ZD. 
               3. (No)
                  1. Work order is scheduled for 5-days out OR with other WOs at the same building. 
                  2. Apply "Pros In Progress" macro with next business day after service as due date. 
                  3. HCP is reviewed, notes added to ZD. 

Was Work Order Completed? 

1. If YES: ✅ 
   1. Macro applied, ticket sent for Invoicing as OPEN 
   2. WO is invoiced in HCP, WO closed in PW and ticket submitted as SOLVED. 
2. If NO: ❌ 
   1. "Send to" macro applied to move WO to scheduling. 
   2. Follow back to PROS, PC or Retainer procedure.