Form to WR routing
Auto-routed Form submission
Plumbing fault · Level 3 washroom · photo attachedForms automation matched
Work request template: PlumbingWork request opened
WR-2026-7891 · Plumbing team · public tracking link sentFault intake to dispatched work request
From form answer
to work request template,
without retyping.
QR codes, web forms, and bot channels feed Forms automation. Form answers map to work request templates. Templates carry default assignees, priority, and (where configured) the SOP or checklist. The requester gets a public tracking link with no login.
Forms automation · Public tracking · Digital sign-off · Chat bot intake
Front desk stops being a transcription service
The auto-routing engine replaces manual triage.
Without Infodeck
- Faults arrive via chat messages, emails, phone calls, and paper notes.
- Front desk reads each report and manually opens a work request for it.
- Front desk manually decides which team handles which fault type.
- Reporter has zero visibility after submitting. They call back asking for status.
- Technician marks done. Nobody verifies the fix.
With Infodeck
- Chat bots + QR + web + mobile. Every channel feeds Forms automation.
- Forms automation matches templates. Form answer determines work request template. Template determines team and priority.
- Public tracking URL. Requester sees status without logging in.
- Digital sign-off or rejection with photos. When a requester rejects completion, Infodeck reopens the linked work order, increments the reopen count, and notifies the assigned team.
- Reopen count and audit trail per work request. See category patterns and team performance.
How the routing engine works
Three steps from form to team.
The Forms editor and the work request template do the routing. Set it up once per fault category.
Enable automation
Toggle Forms automation on any Regular Form. The form must be public.
Automation on the Reception Fault Form
Set trigger conditions
Always (every response triggers) OR Conditional (only matching responses trigger).
if fault_type in [plumbing, hvac]
then route to template
Map fields to work request template
Form answers fill subject, description, location, priority, category. Requester name / email / mobile carry into the work request snapshot.
→ subject = "Plumbing leak"
→ location = "L3 Washroom"
→ priority = High
Forms editor lives on /platform/forms/.
Need rule chains? See /platform/workflows/.
Pre-built templates. Approval-gate or Auto-approve.
One template per fault category.
Each work request template pre-fills subject, priority, location, and team assignment. Templates have an Auto-approve request toggle: ON skips manual review and creates the work order directly. OFF puts the work request in the FM review queue.
Plumbing fault
- Default team
- Plumbing
- Default priority
- Medium
- Checklist configured
- Plumbing checklist
Skips FM review. Work request creates work order directly.
Electrical fault
- Default team
- Electrical
- Default priority
- High
- Review by
- FM Manager
FM reviews first. Accept or reject with reason.
HVAC fault
- Default team
- HVAC
- Default priority
- High
- Review by
- FM Manager
FM reviews first. Accept or reject with reason.
Approved work request creates work order directly. Work order lifecycle lives on /platform/work-orders/.
Requester tracking + sign-off mechanism
The requester knows. The record proves it.
Token-authenticated public tracking URL. No login. No app download. Milestone timeline + email or SMS notifications. On completion: digital signature OR rejection with reason and up to 3 supporting photos.
Tracking
WR-2026-7891Plumbing leak · Level 3 washroom
Reported by Sara T. · 2 hours ago
Reported
2 hours ago
Assigned to Plumbing team
1 hour 50 min ago
In progress · Mike J. on site
15 min ago
Completed · Awaiting your confirmation
just now
Sign to confirm
tap to sign
Optional: add up to 3 photos The page is search-deindexed. The link is for the requester only.
For the requester-confirmation story and occupant journey, see /use-cases/fault-management/.
Bot channel intake
Public fault intake from chat bots.
Chat bot integrations support public fault intake from messaging apps. Each chat bot pushes a fault into the same Forms automation pipeline as a web form, with credential validation and reply paths handled by the integration layer.
Acme Facility Bot
via Chat bot integration There is a leak in the level 3 washroom
Got it. What floor and which room?
Level 3, washroom near the lifts
Thanks. WR-2026-7891 created. Track it here: acme.com/track/x9k2
Webhook events fire on work request and work order lifecycle. See /platform/integrations/ for webhook details.
Built for every role
One mechanism. Four perspectives.
Front Desk / FM Manager
Forms automation handles the routing. I only step in for exceptions.
Set up work request templates per fault category. Auto-approve skips the queue for routine faults.
Maintenance Technician
I get the work request with full context.
Work request carries through to work order with template defaults. Update progress from mobile. Requester sees milestone updates on the public tracking page.
Operations Director
Reopen counts and category patterns by team, in one query.
Reopen count on each work order. Rejection reasons captured. Category and team distribution per work request template.
Requester / Occupant
I report. I track. I confirm.
Reports via QR, web, or bot. Receives a tracking link after submission. Approves with digital signature OR rejects with reason and up to 3 photos.
Common questions
Fault Reporting FAQ
How do requesters access the tracking page?
When a fault report creates a work request, the system generates a unique tracking URL. The link is sent via email or SMS. The requester opens it in any browser without logging in or downloading an app.
Can we customize the fault reporting form?
Yes. The Forms editor lets you build custom intake forms. QR codes open the public form URL. Forms automation maps answers such as category, location, and asset to the matched work request template.
What happens when a requester rejects completed work?
When a requester rejects completion, Infodeck reopens the linked work order, increments the reopen count, and notifies the assigned team. The rejection captures a reason and up to 3 supporting photos.
Does it work with chat bots?
Yes. Chat bot integrations accept public fault intake from messaging apps. The chat bot collects fault details through a guided conversation and creates a work request in Infodeck via the same Forms automation pipeline as a web form.
Can faults auto-create work orders without FM approval?
Yes. Work request templates have an Auto-approve request toggle. When enabled, the work request skips FM review and creates a work order directly.
How is the digital signature captured?
The tracking page includes a canvas-based signature pad. The requester draws their signature, enters their name, and submits. The signature is stored as an image alongside the approval timestamp.
Can we see repeat rejections and reopen patterns?
Reopen count is tracked on each work order and increments on requester rejection. Use that field with team, category, and time-period data in analytics or exports. For broader reporting, see /platform/analytics/.
How does team assignment work?
Work request templates assign faults to specific teams. The template determines which team handles which fault category. Forms automation maps the fault report to the matched work request template via field mapping in Step 3.
Related features
Works with your entire maintenance stack
For the requester-confirmation story and occupant journey, see /use-cases/fault-management/.
Get started
Front desk stops manually logging faults.
QR codes. Chat bots. Web forms. One Forms automation pipeline. Work request templates do the routing. The requester gets a tracking link with no login.
Public tracking linkAuto-approve requestAudit trail