Prism 101 and Q&A - Work Orders, Preventive Maintenance and Inspections

The Prism Customer Success and Support team hosted an insightful Prism 101 and Q&A session focused on Work Orders, Preventive Maintenance, and Inspections. This interactive webinar, led by Andrew Domnauer, Grace Kim, and Erol Ogunc, provided valuable tips and troubleshooting guidance for these essential Prism modules.

The session began with a brief presentation covering frequently asked questions and key features. Topics addressed included permissions management, assigning work orders to teams, configuring notification settings, and accessing Prism support resources.

Following the presentation, our experts opened the floor for a live Q&A, addressing specific user concerns and challenges. The discussion covered a wide range of topics, from running reports and managing comments to configuring SLAs and customizing procedures.

Below you'll find the full webinar recording, along with a transcript of the Q&A session and FAQs discussed.

Webinar Recording:

Questions and Answers:

• Q: Is there a way to add a column to work order reports for comments?

  • A: Unfortunately, there isn't a way to add columns to get a column or report on the comments that were placed on a work order. As a workaround, you can update the description or note section of a work order with important comments, which can then be exported.

• Q: How can I run reports for what work orders were completed by my Teams on a given time period?

  • A: You can use the Work Order Details report under Reporting, where you can filter by date range. Alternatively, you can go to the Work Orders grid, use filters to select the date range, and then export the data.

• Q: I have vendors that are getting too many reminders. How can I limit the number of reminders?

  • A: This is related to SLA (Service Level Agreement) settings. You can adjust these in the Admin section under SLA. You can edit or remove reminders for different priority levels and adjust the timing of reminders. Please refer to this article for a detailed guide on configuring SLAs. You can also adjust the default Priority for Work Orders in the Issue Type setting in Admin. 

• Q: Is there a feature to be able to see what work order is being attended to at any given time?

  • A: There isn't a live feature to see exactly what's being worked on at that moment. However, you can filter the work order grid by assignee and status to see what's currently open or in progress for each person. 

• Q: My team can receive work orders with multiple users, but can Prism make my team also possible to acknowledge work orders?

  • A: Currently, acknowledging a work order is tied to taking ownership of it. There's no team acknowledgment feature.

• Q: When printing the PDF work orders, they are not in the order of the reports. Is there a way to get them in order?

  • A: Unfortunately, there isn't a way to change the order of the PDF work orders when printing from the work order module.

• Q: Who sees the comments when added?

  • A: It depends on permissions settings and who's leaving the comments. Vendors and tenants have different visibility levels. Users can choose to hide comments from tenants when adding them.

• Q: Is there a way to load multi-line inspection yet?

  • A: Unfortunately, there isn't a way to import a multi-line inspection at this time, but it's something that's being worked on.

• Q: Is there a way to add someone other than the person making the work order and the assign to get a notification?

  • A: Yes, users can "follow" a work order to receive notifications. You can also create custom notification roles in the admin section. Please refer to this guide on how to configure these notifications in more detail.

• Q: Can you look at urgent work orders?

  • A: Yes, you can use filters in the work order module to view urgent work orders. You can also save this as a custom layout for quick access.

• Q: How can I see what an estimate looks like when it's sent to a tenant?

  • A: For this, it's recommended to reach out to support. They can impersonate a tenant user to show exactly how it looks from their side.

• Q: On preventive maintenance, can we change a procedure on checking on a piece of equipment?

  • A: You can't change the procedure on an already created task, but you can update the procedure for future tasks by editing the schedule or the procedure in the library. Please refer to this article on how to create and edit procedures. 

• Q: How can I cancel or avoid a work order?

  • A: If you have the right permissions, you can change the status of a work order to "Cancelled" either individually or in bulk from the work order grid.

• Q: How can we reach out to support?

  • A: You can reach support through the Prism website by clicking the support button in the bottom left corner, opening a chat, submitting a request, or emailing [e-mail].