Work Order Best Practices
Last updated: September 2, 2026
Work Order Best Practices
This guide covers what to check before requesting a vendor, how to tell when a request is truly an emergency, and how to manage a work order once it's submitted. For worked examples you can adapt for your own submissions, see the related Scope of Work articles: Clogged Toilet Repair, Lighting Out (Electrical), and HVAC Unit Stopped Working.
Before you submit a request
A few minutes of troubleshooting can resolve an issue outright, and it always helps the vendor arrive prepared. Before submitting a plumbing request, confirm you've:
☐ Tried basic troubleshooting appropriate to the issue, when it's safe to do so (plunging a clog, checking a shutoff valve, resetting a tripped breaker or GFCI).
☐ Checked whether the issue is isolated to one fixture or affecting multiple fixtures or drains — this changes both the urgency and the likely cause.
☐ Located the nearest water shutoff valve in case you need to stop an active leak or overflow before help arrives.
☐ Noted how long the issue has been happening and whether it's getting worse, so the vendor can prioritize accordingly.
☐ Taken a photo or short video of the issue, if possible — it helps the vendor arrive with the right tools and parts.
☐ Ruled out anything obviously misused or overloaded (non-flushable items, an overloaded disposal, etc.) that a professional would ask about anyway.
When to mark a request as an emergency Emergency priority means you need same-day or next-day service — reserve it for genuinely urgent situations, such as: – It's the only working restroom, sink, or critical fixture on-site, with no reasonable alternative for staff or customers. – Water is actively overflowing or backing up beyond the fixture — onto the floor or into other areas. – Multiple fixtures or drains are backing up at once, which can point to a main line blockage that will worsen quickly. – The space can't stay open or compliant without it resolved (e.g., a health code or ADA-accessible restroom requirement). If the issue can reasonably wait for standard scheduling, select Standard priority instead, so emergency slots stay available for the requests that truly need them. |
Managing your work order after submission
– Confirm the vendor has accepted the work order and note the scheduled arrival window once it's assigned.
– Send questions, comments, or scheduling concerns to the vendor directly through the work order message thread first — it keeps a record tied to the job.
– If something is time-sensitive or you haven't heard back within a reasonable window, call the vendor directly using the contact info listed on the work order.
– Log any changes on-site (a missed appointment, new symptoms, early access granted) as a note on the work order so there's a record for anyone else following the job.
– Before closing out the work order, review the technician's notes and photos to confirm the issue is fully resolved, or flag any follow-up needed.
After-hours & weekend support If you need an urgent update, send a message on the work order. If you don't receive a response within 2 hours, email On-call@worksmith.com for after-hours and weekend support. |