How do I create a new work request rule?

The work rules registry is located in Settings / Work rules

There are two kinds of rules—for inspections or for work requests. Press the "+ New rule" button in the work rules list to open a menu where you choose "Work request rule".

Fill in the required rule name attribute. The name should reflect the purpose of the rule so it is easier to identify in the work rules list.

Assigned To section

You need to decide whether the assignee for work requests covered by this rule will be a team or a user (person).

First, set the switch to "Team". A team picker appears. Either choose an existing team or create a new one using the "+ Add new" button below the picker. After pressing it, a new dialog for creating a team appears. When you fill in the new team and save, you return to the rule form and the new team is already selected.

In the team entry window, I entered a new team named "Electricians", which is already selected after confirmation.

The second option is to select a worker directly from users. Set the switch to "Worker". A user picker appears.

Location refinement section

Here you can specify which localities the rule applies to. If you need to define scope below the locality level, you can use asset groups. As with the assignee, there is a switch here (by localities vs. by asset groups).

You can select multiple localities or asset groups. You cannot combine asset groups and localities. Using the "+ Connect localities" or "+ Connect asset groups" button opens a dialog with a list of localities or asset groups where you can use advanced filters. The "- Remove all" button clears the selection of all chosen records.

Work requests section

Here you can further limit the rule to specific work request types. It is common for IT work requests in a given locality to be handled by someone other than building maintenance, so you can define rules for individual work request types. You can also specify that work requests with higher priority (e.g. Emergency) are handled by someone other than routine operational repairs.

You can use the switch to specify whether the rule should consider work request types or apply regardless of work request type.

Response times section

Here you can set time limits in hours for resolving work requests.

• Reopening time (work request) — Time limit within which the work request should be resolved
• Resolution time (work request) — Time limit within which the work request should be resolved
• First response time — Time limit within which the work request should be accepted for resolution