Work Order Instructions let you set up guidance that automatically surfaces to Managers and Team Members when they're creating or handling a work order. Instructions are triggered by context — category, building, tenant, or assignment group — so the right information appears at the right moment without anyone having to look it up.
💡 Instructions are set up by Admins and appear automatically to Managers and Team Members when the matching work order context is detected. Team Members and Managers do not need to do anything to activate them — the instructions appear on their own.
What are Work Order Instructions?
There are two types of instructions:
Creation guidance — Instructions that appear when a work order is being created. Use these to remind staff of information they need to capture upfront (e.g. "Ask the tenant which unit the issue is in before submitting").
Execution guidance — Instructions that appear on an open work order when someone is working on it. Use these to provide safety reminders or step-by-step procedures (e.g. "Place wet floor signs before mopping").
Each instruction is triggered by a context you define — when a work order matches that context, the instruction appears automatically.
💡 Multiple instructions can match the same work order. There is no priority system — all matching instructions are shown. Property-level and account-level instructions do not override each other; both will appear if they match.
Where to Set Up Instructions
Instructions can be configured at two levels:
Property level — Settings → Property → Work Orders → Instructions
Account level — Settings → Account → Work Orders → Instructions
💡 Property-level instructions apply only to that specific property. Account-level instructions apply across your entire portfolio.
How to Create an Instruction
Navigate to Settings → Work Orders → Instructions (at either the property or account level).
Click Add instruction.
Select the instruction type:
Creation guidance — shown when a work order is being created
Execution guidance — shown on an open work order during handling
Set the trigger context — choose what the instruction should apply to:
Category — e.g. Janitorial, HVAC, Electrical
Building — a specific property or location
Tenant — a specific tenant in your property
Assignment group — a specific team or group
Give the instruction a clear name (e.g. "Janitorial — Safety Reminder").
Write the instruction text — this is the guidance your team will see.
Click Create to save.
How Instructions Appear in Work Orders
During Work Order Creation
When a user creates a work order and selects a category (or building, tenant, or assignment group) that matches a creation guidance instruction, a panel appears in the work order form displaying the relevant instructions. The user can review the guidance and then proceed to submit the work order as normal.
During Work Order Execution
When a Manager or Team Member opens a work order that matches an execution guidance instruction, the instructions are visible within the work order detail view. This gives staff the right guidance exactly when they need it — while they're working on the task.
Real-World Use Cases
Work Order Instructions solve for situations that automation alone can't handle — edge cases, context-dependent policies, and human judgment calls. Here are three common scenarios where instructions make a real difference:
Approval before starting work
A technician gets a work order for a suite repair and sees: "Do not proceed with any work until approval is received from Property Management."
This prevents unauthorized work that could create unnecessary cost or risk — without the technician needing to remember to check, or call the office first.
Type: Execution guidance
Trigger: Category or building
Respecting a tenant's access policy
A work order tied to a specific tenant automatically carries the instruction: "Technician must call ahead before attending the suite to coordinate access."
Because the instruction is linked to the tenant, it surfaces on every work order touching that tenant — helping staff consistently follow the right access policy without having to look it up each time.
Type: Execution guidance
Trigger: Tenant
Immediate notification in critical scenarios
For urgent or sensitive work orders, a creation instruction like "Contact [name/team] immediately before logging this work order" ensures the right people are notified fast — before the work order is even submitted.
This is especially useful for situations where a delayed response could escalate quickly, such as flooding, power outages, or security incidents.
Type: Creation guidance
Trigger: Category or building
Example: Janitorial Instructions
Here's a simple example using a Janitorial category with both instruction types:
Creation guidance — "Janitorial Task Checklist"
Trigger: Category = Janitorial
Instruction: "Before submitting, confirm the affected area, frequency of cleaning needed, and whether any special supplies are required."
→ Appears when a user selects the Janitorial category while creating a work order.
Execution guidance — "Janitorial Safety Reminder"
Trigger: Category = Janitorial
Instruction: "Place wet floor signs in all affected areas before mopping. Remove signs only after floors are completely dry."
→ Appears on the work order when a team member opens it to complete the task.
Managing Existing Instructions
From the Instructions settings page you can:
Edit an instruction — update the name, trigger, or instruction text
Delete an instruction — remove it from future work orders
Changes take effect on new work orders going forward. Existing open work orders are not retroactively updated.
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