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Scenario 5: Technicians/Supervisors : How to reject a Work Order

How to reject a Work Order by Technician/Supervisor?

Scenario 5 : If the assigned Technician/ Servicer Supervisor rejected a Work Order...

This article is mainly for Technicians/Servicer Supervisors.

This scenario explains how a work order can be rejected by Technicians/ Servicer Supervisors.

Work Order Process when Technician rejects the Work Order (Scenario 5)

Let’s take a quick look at the overall Work Order process when a Technician/ Servicer Supervisor rejects a Work Order.

After a work order is created,

  • Facility Coordinator will receive work order via Workspace-Work Order app.
  • Facility Coordinator will assign a Servicer along with Servicer’s  Supervisor and Coordinator (assigning a Servicer Supervisor and Servicer Coordinator is optional here) to the work order.
  • The Supervisors related to the Servicer will get the work orders to assign technicians and work schedule to carry out the assigned work.
  • The assigned Technicians will receive work order via Workspace portal on Work Order app; and he/she might reject the work order due to a valid reason. e.g. The technician is unable to attend to work/ technician’s work scope is different
  • After the work order gets rejected by the technician, the servicer may assign a different technician.
  • Then the assigned technician will acknowledge the work order and complete the work order.
  • After the work order is completed, Facility Coordinator will verify the work done and close it.

How to reject a Work Order -by Technician?

This quick tutorial explains how you can reject a work order.

Typical Actors

  • Servicer Supervisors
  • Technicians

Stage before the Action: Acknowledgement
Stage after the Action   : Assignment

If the assigned technician is mistaken/unable to attend to work order due to a valid reason, the technician is allowed to reject the schedule and work assignment.

On the Workspace-Work Order app,

  1. Hover over My WO Taskson the left bar
  2. Click CWOs Assigned to Me to filter your work orders at Acknowledgement stage
  3. Click on the relevant Work order record to open its detail page
  4. Hover over Acknowledgement dropdown and click ‘Reject as Tech
  5. Add the Comment on the rejection
  6. Finally, click Reject

Once the work order gets rejected by technician, its stage will be ‘Assignment’.


Reduce Facility Management Costs

  • Automate mundane maintenance tasks;
    Save time for value-adding tasks
  • Increase your task force’s efficiency;
    Reduce cost of manpower
  • Optimally manage your inventory;
    Restock only when you need to
  • Measure facility management process efficiency;
    Optimise your operations
  • Implement preventive maintenance;
    Increase asset reliability
  • Digitalize end to end business processes;
    Go paperless

Manage Your Work Centrally or Remotely

  • Powerful and flexible duty roster;
    Manage maintenance backlog efficiently
  • Multi-platform mobile access;
    Manage operations from anywhere, on any device
  • Monitor work centrally through dashboards;
    Receive technician updates sent from the mobile app
  • Add-ons to integrate building systems;
    Automate work order creation based on critical alarms

Improve Occupant Satisfaction

  • Empower occupants with web portal and mobile app access;
    Eliminate calls and emails
  • Automate service level reporting & management;
    Increase transparency of ongoing job requests
  • Receive ratings and reviews upon work completion;
    Quantify requester satisfaction
  • Optimally maintain building systems;
    Ensure a comfortable working environment
  • Run compliance audits frequently;
    Ensure occupants’ health and safety

Manage Service Provider Contracts and Performance

  • Measure SLA adherence;
    Track contractor performance and efficiency
  • Create work orders and assign to contractors;
    Receive quotes for additional work online
  • Track service contract expiry;
    Plan renewals well in advance

Be More Resilient In The Face of a Disaster

  • Access your data anytime, anywhere;
    Even when your building is inaccessible
  • All-in-cloud with redundancy and high availability;
    Rest assured your data is safe and always online
  • No more paper-based work allocation or approval processes;
    Continue business in a virtual world
  • 100% cloud-based SaaS solution;
    No on-premises servers to worry about


These users can only submit work requests, view status of the requests, follow-up on work requests, provide feedback on resolved work requests Typically, these users represent occupants of a facility.


These users manage the account and have the ability of adding other users to account.


Power Users represent the internal and external personnel who are responsible for ‘facility management’ function. All technicians/supervisors/vendor users/facility coordinators/managers fall into this category. They can plan, create, dispatch, monitor, update and close work orders.