Issue Types for Work Orders

Issue Types serve as the foundation of your work order management system, allowing you to categorize and route maintenance requests efficiently. Prism provides robust tools to create, modify, and configure these classifications to match your organization's specific maintenance needs and workflows.

This guide walks you through:

• Add new issue types through the Admin panel
• Control tenant and property visibility settings
• Perform bulk updates to multiple issue types simultaneously
• Add specialized features including:
  • Forms for data collection
  • Reading definitions for maintenance metrics
  • Informational notes 

Permissions Required: 

• Can Manage Issue Types
• Can Configure Issue Type Settings

By properly configuring your issue types, you'll create a more organized maintenance system that routes requests appropriately, captures necessary information, and helps your team respond more effectively to various maintenance scenarios.

Add Issue Types

1. Navigate to Admin > Issue Types
2. Click "Create Issue Type" on the top right

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3. Choose the relevant category and name the new issue type. Please note: the list of issue categories on Prism is constant site-wide. They cannot be customized. 

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In order to see more details on how to add issue types based on account or property level, please see below: 

1. Adding and Editing Issue Types (Account Level)
2. Adding and Editing Issue Types (Building Level)

Tenant and Property Visibility

For tenants and other users can see certain issue types, you will need to ensure they are property and/or tenant visible. If you'd like tenants to be able to select the issue type when they create a Work Order, the issue type must be both tenant and property visible. 

1. You can scroll to the right of the issue types grid to check whether they are currently set to be property/tenant visible

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Bulk Actions

1. You can edit multiple issue types at once. This can be done for the entire account, or per property
2. Click into Admin > Issue Types
3. If you want to adjust it for certain properties, please select "Property" and click the desired properties from the drop down. You can select more than one

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4. Click the checkbox and select desired issue types. If you click the checkbox at the top of the grid, you can select all

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5. Above the grid, you can see what can be updated in bulk.

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   2. This includes:
      1. Priority
      2. Charge Code associated to the issue type
      3. Tenant & Property visibility
      4. Reassignment - This is who the issue type will automatically assign to. Read more here.
      5. Taxable & Billable
      6. Labor Rate associated to the issue type
      7. Tenant Schedulable (this determines if a tenant can schedule this issue type)
      8. Estimated Labor 

Further Configuration and Customization 

If you click into the issue type, you can see further options for customization. 

1. Forms
   1. You can add forms to populate on creation or completion for desired Issue Types. Read more on how to set this up here.
2. Readings
   1. You can add reading definitions to Issue Types to have engineers input their readings. Read more on how to set this up here.
3. Notes
   1. You can add a note to an issue type. This note will appear when users create Work Orders under that issue type.