Work Orders Management
Introduction
ALEF 360° CAFM | CMMS provides a comprehensive Work Orders Management module that centralizes how maintenance tasks are created, assigned, executed, and closed. It supports the full lifecycle of work orders, from a simple tenant request to complex planned maintenance, with full traceability and SLA tracking.
Work orders are the operational backbone of the maintenance process. They connect tasks, assets, contracts, and SLAs into a single, trackable record so that teams can coordinate work efficiently and consistently.
Work Order Categories
The system supports multiple work order categories to cover different operational scenarios:
Unplanned work created in response to a fault, complaint, or incident.
Follow-up work created to resolve issues identified during inspections or investigations.
Work orders used to perform routine checks and assessments on assets or areas.
Critical, unplanned failures that require immediate attention and often higher priority.
Planned preventive or periodic maintenance tasks generated from maintenance plans.
Service requests raised directly by tenants or end users through the ALEF 360 Tenant Mobile App.
Work orders initiated by the help desk or call center on behalf of users.
Any custom or exceptional work type that does not fit standard categories.
These categories allow teams to filter, prioritize, and report on work based on its nature and urgency.
Core Use Cases
Typical use cases supported by the Work Orders module include:
Personas and Typical Scenarios
The Work Orders module is used by several key personas:
Facility Manager
- Monitors open, overdue, and high-priority work orders across all facilities
- Configures customer and subcontractor contracts, SLAs, and priorities
- Monitors SLA performance and breaches across service providers
- Uses dashboards and reports to make operational decisions
Operations Supervisor
- Reviews incoming work, assigns tasks, and balances workload across technicians
- Tracks progress, approves closures, and escalates issues when needed
- Ensures scheduled maintenance plans are executed on time
Technician / Field Engineer
- Receives assigned work orders through mobile app
- Records time, measurements, inventory usage, before/after photos, and notes
- Updates statuses and captures customer or tenant sign-off
Help Desk / Customer Service Agent
- Logs new requests from tenants or customers
- Provides status updates based on the work order record