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How to Review Work Requests

Review incoming work requests, approve or reject them, and convert approved requests into actionable work orders.

Quick Summary

Go to Requests, click on a pending request, review the details, then click Accept to approve or Reject to decline.

Before You Begin​

Requirements
  • You must have Approver or Admin role
  • Pending requests must exist to review

Step-by-Step: Review a Request​

Step 1: View Pending Requests​

  1. From the left sidebar, click Requests
  2. Filter by Status: Pending to see requests awaiting review
  3. Click on a request to open details

Step 2: Examine the Request​

Review the submitted information:

SectionWhat to Check
SubjectIs it clear what's being requested?
PriorityIs the priority level appropriate?
DescriptionAre there enough details?
LocationIs the location correct?
ImagesDo photos show the issue clearly?
RequesterWho submitted this request?
Created DateWhen was it submitted?

Step 3: Make a Decision​

Choose one of the following actions:

ActionWhen to UseWhat Happens
AcceptRequest is valid and work should proceedStatus changes, can create work order
RejectRequest is invalid, duplicate, or unnecessaryStatus changes to Rejected
CancelRequest should be withdrawnStatus changes to Cancelled

Step 4: Process the Decision​

To Approve:

  1. Click Accept
  2. Request status changes to Accept
  3. Proceed to create a work order

To Reject:

  1. Click Reject
  2. Enter a reason (optional but recommended)
  3. Confirm rejection
  4. Requester is notified with the reason

Converting to Work Order​

After accepting a request:

Step 1: Create Work Order​

  1. From the accepted request, click Create Work Order
  2. The work order form opens with pre-filled data:
    • Title from request subject
    • Description from request
    • Location from request
    • Priority from request

Step 2: Complete Work Order Details​

Add additional information:

FieldWhat to Add
Assign ToSelect technician or team
Due DateWhen work should complete
CategoryType of work (if applicable)
Additional NotesInstructions for technician

Step 3: Save Work Order​

  1. Review all fields
  2. Click Create
  3. Work order is created and linked to the original request

Real-World Examples​

Example 1: Approve and Assign Urgent AC Repair​

Situation: A high-priority request for a broken AC in a conference room needs immediate attention.

Solution:

  1. Open the request in Requests
  2. Verify the details:
    • Location is correct
    • Photos confirm the issue
    • Priority is appropriate (High)
  3. Click Accept
  4. Click Create Work Order
  5. Add:
    • Assign To: HVAC Team
    • Due Date: Today (urgent)
    • Notes: "Client meeting tomorrow - prioritize"
  6. Click Create

Result: HVAC team receives immediate notification and the work order appears in their queue with high priority.

Example 2: Reject a Duplicate Request​

Situation: Someone submitted a request for a light outage that's already being addressed by another work order.

Solution:

  1. Open the duplicate request
  2. Verify it's truly a duplicate:
    • Same location
    • Same issue
    • Existing work order in progress
  3. Click Reject
  4. Enter reason: "Duplicate request. This issue is already being addressed in Work Order #WO-2024-0542. Expected completion by Friday."
  5. Confirm rejection

Result: Requester is notified with the explanation and reference to the existing work order.

Example 3: Request Needs More Information​

Situation: A vague request says "Something wrong with the elevator" but doesn't specify which elevator or what's wrong.

Solution:

  1. Open the request
  2. Note the missing details
  3. Add a comment asking for clarification:
    • "Which elevator is affected?"
    • "What specific issue are you experiencing?"
    • "When did this start?"
  4. Wait for requester to respond
  5. Once clarified, proceed with approval or rejection

Result: Better information leads to more effective work order creation.

Example 4: Lower Priority and Approve​

Situation: A request marked as "High" priority is for a minor cosmetic issue (small scratch on wall).

Solution:

  1. Open the request
  2. Assess the actual urgency
  3. Click Accept
  4. When creating work order:
    • Change Priority to Low
    • Set Due Date to next week
    • Add note: "Cosmetic repair - schedule during regular rounds"
  5. Create the work order

Result: Work is scheduled appropriately without unnecessarily escalating resources.

Batch Processing​

For multiple requests:

Filter and Sort​

  1. Use filters to find related requests:
    • Location: Group by building
    • Priority: Address high priority first
    • Date: Process oldest first

Bulk Actions​

  1. Select multiple requests using checkboxes
  2. Available bulk actions:
    • Accept Selected
    • Reject Selected
caution

Bulk rejection should include a clear reason that applies to all selected requests.

Request Review Best Practices​

Response Time Goals​

PriorityReview Within
High2 hours
Medium24 hours
Low48 hours
None72 hours

Quality Checks​

Before approving, verify:

  • Location is correct and accessible
  • Issue description is clear
  • Priority matches actual urgency
  • Photos support the request
  • Not a duplicate of existing work

When to Reject​

Reject requests that are:

  • Duplicates of existing work orders
  • Outside your organization's responsibility
  • Not actionable (too vague)
  • Incorrectly submitted (wrong location)

Always provide a clear rejection reason to help the requester.

Troubleshooting​

Can't Accept Request​

IssueCauseSolution
Button disabledInsufficient permissionsContact admin for Approver role
Error on acceptTechnical issueRefresh and try again

Work Order Not Created​

IssueCauseSolution
No create optionRequest not accepted firstAccept the request first
Form won't submitMissing required fieldsFill all required work order fields

Can't See All Requests​

IssueCauseSolution
List seems emptyFilter activeClear all filters
Missing requestsPaginationCheck other pages or increase page size

Need help? Contact Infodeck Support

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