Triage maintenance requests

Clarify the defect, location, exposure, affected service, and immediate controls before assigning priority and a competent owner.

Field	Value
Business area	facilities
Primary role	operations-facilities-manager
Frequency	continuous
Privacy sensitivity	low
Security sensitivity	high
Compliance review	needed

Trigger and handoff

Trigger: Staff, members, monitoring, or inspection reports a facility defect or concern.

Inputs

• Reporter observation
• Asset and location context
• Safety and service priority rules

Outputs

• Risk-informed work order
• Immediate isolation or workaround
• Reporter acknowledgment

Current manual methods

• Chat message
• Verbal report
• Generic ticket priority

Human judgment and approvals

• Assess credible worst-case exposure and urgency

• Decide safe immediate controls and required competence

• Approval: Duty manager approves closure or major disruption; qualified owner accepts technical risk

Failure modes

• Visible inconvenience hides safety risk
• Duplicate reports fragment evidence

Success metrics

• Safety-critical reports receive immediate control
• Work reaches the correct competent owner first time