| name | Work Order Triage |
| slug | work_order_triage |
| version | 0.1.0 |
| status | draft |
| category | residential_multifamily |
| subsystem | residential_multifamily |
| pack_type | workflow |
| targets | ["claude_code"] |
| stale_data | Priority bands (P1/P2/P3/P4) and acknowledgment and completion SLAs are overlay-driven.
Licensed-trade thresholds vary by jurisdiction. Vendor preferred-list membership and
insurance/licensure freshness come from reference files and can go stale.
|
| applies_to | {"segment":["middle_market"],"form_factor":["garden","walk_up","wrap","suburban_mid_rise","urban_mid_rise"],"lifecycle":["stabilized","renovation","lease_up","recap_support"],"management_mode":["self_managed","third_party_managed","owner_oversight"],"role":["property_manager","assistant_property_manager","maintenance_supervisor"],"output_types":["checklist","kpi_review","email_draft"],"decision_severity_max":"action_requires_approval"} |
| references | {"reads":["reference/normalized/work_order_priority_playbook__middle_market.csv","reference/normalized/approved_vendor_list__{market}.csv","reference/normalized/vendor_rate_cards__{market}.csv","reference/normalized/approval_threshold_defaults.csv"],"writes":[]} |
| metrics_used | ["open_work_orders","work_order_aging","repeat_work_order_rate"] |
| escalation_paths | [{"kind":"safety_p1","to":"maintenance_supervisor -> property_manager -> regional_manager"},{"kind":"licensed_trade_required","to":"maintenance_supervisor -> property_manager (vendor verification mandatory)"},{"kind":"disbursement_above_threshold","to":"regional_manager -> asset_manager (rows 6, 7)"},{"kind":"vendor_contract_signature","to":"asset_manager -> legal (row 19)"}] |
| approvals_required | ["disbursement_above_threshold","vendor_contract_signature"] |
| description | Classifies every incoming work order by urgency and category, assigns the right vendor
or tech from the approved list, computes estimated cost and routes above-threshold
disbursements for approval, verifies licensure and insurance for any licensed trade,
and tracks the order through completion. Life-safety items are P1 and are never
autonomously deferred.
|
Work Order Triage
Workflow purpose
Convert an incoming work order into an actioned task with the right priority, the right vendor or tech, the right cost expectation, and the right approvals. Enforce life-safety SLAs, license and insurance verification, and vendor-rotation discipline.
Trigger conditions
- Explicit: "triage work orders", "priority this WO", "daily WO review", "assign vendor to WO X".
- Implicit: new WorkOrder created; P1 item reaches acknowledgment SLA boundary; aging bucket transition; repeat WO detected for same unit + category.
- Recurring: daily P1 screen; weekly backlog review.
Inputs (required / optional)
| Input | Type | Required | Notes |
|---|
| WorkOrder record(s) | table | required | description, reported_ts, unit_id, category |
| Priority playbook overlay | csv | required | P1–P4 definitions and SLA bands |
| Approved vendor list | csv | required | by market, by trade |
| Vendor rate cards | csv | required | cost estimate |
| Insurance/licensure status | table | required | vendor cert tracking |
| Property staff availability | table | optional | tech capacity |
| Prior WO history for unit | table | optional | informs repeat detection |
Outputs
| Output | Type | Shape |
|---|
| Priority assignment per WO | field | P1/P2/P3/P4 |
| Dispatch record | record | vendor or tech, ETA, cost estimate |
| Resident communication (if needed) | email_draft | entry notice or scheduling |
| Approval request (if above threshold) | request | row 6 or 7 |
| Triage queue snapshot | kpi_review | counts by priority, aging by priority |
Required context
