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User Guide - Emergency Work Order Setup Guide

Set up immediate email and text notifications for emergency and off-hours work orders in a few simple steps.

Step 1: Set Resident Permissions

Allows residents to submit emergency work orders.

  1. Go to Manage > Company > Roles & Rights.
  2. Select the Resident Role and open the Work Order tab.
  3. Enable the following permissions:
    • WO – Can Add
    • WO – Can Add Notes
    • WO – Can Edit
    • WO – Can View
  4. Click Save.

Step 2: Assign Primary Staff Contacts

Ensures staff members receive emergency alerts.

  1. Go to Manage > Company > User Management.
  2. Search for and select the target staff member.
  3. Confirm their Email and Cell Phone are filled out.
  4. Under User Communication Preferences, check all applicable options: Email, Text, or Voice.
  5. Under Associations, check Is Primary Work Order Contact.
  6. Click Save.

Step 3: Create Notification Templates

Builds the automated message templates.

  1. Go to Work Orders > More > Workflow > Email, Voice, Text Templates.
  2. Select the Email or Text tab to create your template with preferred verbiage.
  3. Check the Auto-Send box.
  4. Click Save

Step 4: Configure Categories, Amenity Types, & Amenities

Sets up the emergency taxonomy needed for automated routing.

Location Action Settings to Apply
Work Orders > More > Management Settings > Categories Click New

Name: Emergency


Subcategory Name: Emergency (or create custom subcategories)
Work Orders > More > Management Settings > Amenity Type Click New

Name: Emergency


Icon: Choose preference


Location Type: Floating
Work Orders > More > Association Settings > Amenity Setup Click New

Name: Emergency


Amenity Type: Emergency


Default Category: Emergency


Default Subcategory: Emergency

Step 5: Set Up Triggers & Alerts

Configures the system to send an instant text when an emergency work order is submitted.

  1. Go to Work Orders > More > Workflow > Triggers.
  2. Click Details next to Work Order Created.
  3. Under the Rules tab, select New Work Order, then click Work Order Created.
  4. Change Logic Type to If Then.
  5. Click Add If:
    • If (Group 1): Set Work Order Created = True.
    • Then: Click Change, check New Work Order Email, and click OK.
  6. Click Add Else If:
    • Else If (Group 1): Select Work Order Category Name = Emergency.
    • Then: Click Change.
    • Under the Email tab, select New Work Order Email.
    • Under the Text Message tab, select your emergency template (e.g., Emergency Work Order).
  7. Check Auto send this communication.
  8. Click Save.

Step 6: Staff Processing Workflow

When an emergency ticket arrives, staff receive immediate alerts via email and text. Once reviewed, staff can reassign the work order category to a specific repair type (e.g., Plumbing, HVAC) without interrupting the notification system.