Service Request
A report of a problem or ask for work, raised by someone outside the maintenance team — triaged before a work order is created.
Definition
A service request is the initial intake record describing a maintenance need, submitted by a tenant, employee, student, or guest. The maintenance team triages the request and converts it to a work order if action is needed.
Service request vs work order
A service request is unstructured and comes from outside the maintenance team. A work order is a structured task record owned by the maintenance team. The triage step between them filters duplicates, adds the right asset, sets priority, and assigns a technician.
Not every service request becomes a work order — some are duplicates, some are out-of-scope, some resolve on their own.
Intake channels
FacilityLane accepts service requests from a web portal, mobile app, email, QR code on an asset, and REST API. LAYLA can convert plain-English or voice descriptions into structured requests with the right asset and priority.
Why the distinction matters
Mixing service requests and work orders in one bucket makes backlog, SLA, and planner-wrench-time metrics meaningless. Keeping them separate lets maintenance teams measure intake volume, triage quality, and actual execution independently.
FAQ
Common questions about Service Request.
FacilityLane supports both authenticated requests from a tenant portal and anonymous submissions from a QR code on an asset — useful for public buildings and transient users.
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