work-order-triage

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