Work Order Triage

Work order triage is the process of reviewing a new maintenance request, identifying the issue type, setting its urgency, and routing it to the right next step. In multifamily operations, this can mean flagging emergencies for immediate response, assigning routine work by priority, sending self-help instructions when appropriate, or routing the work to a technician or vendor.

A resident reports water leaking under a kitchen sink after hours. During triage, the request is categorized as a plumbing issue, marked as an emergency if active water damage is likely, routed to the on-call technician, and the resident receives an update that help is on the way.

Work order triage helps operations leaders protect residents, reduce response delays, and keep maintenance teams focused on the most urgent work first. It also creates more consistent categories, priorities, assignments, and status updates, which improves visibility into completion times, recurring issues, and team workload.