Property Operations

Maintenance request triage

Tenant and user maintenance reports arrive without consistent location, asset, severity or evidence, delaying correct assignment.

Business problem

Tenant and user maintenance reports arrive without consistent location, asset, severity or evidence, delaying correct assignment.

What teams see

  • Work waits between receive maintenance request and identify property.
  • Owners reconstruct status from Web forms and Property management system.

Why it happens

  • No shared state spans Web forms, Property management system, Microsoft Teams.
  • Decision and exception rules are applied inconsistently.

Why it becomes expensive

  • Capacity is consumed by coordination and rework.
  • Late exceptions weaken visibility and service quality.

Business outcomes

  • Shorter confirm resolution cycle
  • Fewer handoff and missing-information exceptions
  • Clear ownership from receive maintenance request to confirm resolution
  • Inspectable decisions and recovery

Measurable KPIs

  • Turnaround time: Elapsed time from receive maintenance request to confirm resolution.
  • Manual intervention rate: Share of items needing a person outside defined review conditions.
  • Exception age: Time unresolved exceptions remain without a completed action.
  • Successful completion rate: Share of valid workflow items completing without terminal failure.

How the workflow works

  1. Receive maintenance request — Accept and identify the maintenance request triage trigger. Web forms
  2. Identify property — Execute identify property with validated sample data and an auditable result. Web forms
  3. Identify asset — Execute identify asset with validated sample data and an auditable result. Property management system
  4. Classify severity — Execute classify severity with validated sample data and an auditable result. Microsoft Teams
  5. Apply routing rules — Execute apply routing rules with validated sample data and an auditable result. Web forms
  6. Assign vendor or work order — Execute assign vendor or work order with validated sample data and an auditable result. Property management system
  7. Send status updates — Execute send status updates with validated sample data and an auditable result. Microsoft Teams
  8. Collect closure evidence — Execute collect closure evidence with validated sample data and an auditable result. Web forms
  9. Confirm resolution — Execute confirm resolution with validated sample data and an auditable result. SEIDO Review Queue
  10. Audit and KPI update — Persist the execution outcome, audit facts and workflow measurement events. SEIDO execution store

Integrations and ownership

  • Web forms: Provide workflow input
  • Property management system: Lookup and update context
  • Microsoft Teams: Receive controlled outcome

Human responsibility: Property manager

Failure and recovery

Web forms is temporarily unavailable.

Retry with capped exponential backoff; preserve the run and move it to the inspectable failure queue after the limit.

Required data for identify property is malformed or missing.

Stop downstream actions and show the missing fields, source evidence and correction action to the named reviewer.

The trigger or provider event is delivered more than once.

Return the existing execution identified by the idempotency key and do not repeat downstream business actions.

The human decision expires before completion.

Escalate to the configured substitute, retain the original request and record both expiry and reassignment.

When not to build this

  • Monthly volume is too low to justify integrating Web forms, Property management system, Microsoft Teams.
  • An existing configured platform already handles maintenance request triage with adequate ownership and reporting.
  • Reliable source data or supported API access is unavailable.
  • No business owner has authority to define the decision and exception rules.

Related workflows

Intelligent inbound lead routingLeads arrive through disconnected forms, inboxes and campaigns and are assigned too slowly or to the wrong owner.Lead qualification and account-fit workflowSales representatives spend valuable time manually investigating prospects that do not match the commercial profile.Sales discovery to structured CRMImportant details from discovery calls and notes do not reach the CRM consistently, weakening follow-up and forecasting.