Time required: Approximately 15-18 minutes reading time
Prerequisites:
Active Captured Knowledge account
Understanding of basic case concepts (see Introduction to Captured Knowledge)
ERP Ticket must exist for the case
At least one building selected in the case
Expected results: After reading this guide, you will be able to create work orders in Captured Knowledge, select appropriate service providers, and understand how work orders sync with your ERP system.
The tenant's broken heater has been reported for two hours. You need a plumber, but you can't remember which company serviced this building last time. You search through old emails, then check the ERP system, then call the property manager who's in a meeting. Another 30 minutes pass before you even make the service call.
Smart service provider selection solves this. Captured Knowledge shows you providers who have worked in this building before, right at the top of the list. You select the right provider in seconds, create the work order, and it's automatically linked to your ERP system - no duplicate entry required.
What is a Work Order?
A work order is a formal request for service that documents work to be performed by an external service provider (plumber, electrician, cleaning service, etc.). When you create a work order in Captured Knowledge:
ERP Integration - The work order is created in your property management system (ERP) immediately
Case Linking - It's automatically linked to both the Case and the ERP Ticket
Service Provider Notification - The service provider receives notification (depending on your ERP configuration)
Status Tracking - Progress updates sync bidirectionally between Captured Knowledge and your ERP system
Work orders vs ERP tickets: An ERP Ticket is the official documentation of an issue in your property management system. A Work Order is the actual service request assigned to an external provider. You need an ERP Ticket before you can create a Work Order.
When to Use Work Orders
Use work orders for any task requiring external service providers:
Emergency repairs (burst pipes, heating failures, electrical issues)
Routine maintenance (annual inspections, filter changes, cleaning)
Tenant-requested repairs (broken appliances, leaky faucets)
Building-wide projects (elevator maintenance, roof repairs)
Creating a Work Order
Work orders are typically created from the Workflow panel, where the AI has already drafted a suggested work order based on the case details. You can review, edit, and submit the work order.
Tip: You can also ask Gustav to draft or edit work orders from the case chat. For example, "Create a work order for a plumber to fix the kitchen faucet" or "Update the work order description to mention the second bathroom." See Using Gustav in Cases for more.
Field-by-Field Guide
1. Title (Required)
Brief description of the work to be performed
Examples: "Repair leaking kitchen faucet", "Annual heating system inspection", "Replace broken window lock"
Best practice: Be specific but concise (under 60 characters)
Appears in work order listings and notifications
2. Trade (Required)
The type of work or service category
Examples: Plumbing, Electrical, HVAC, Cleaning, Locksmith
Filtered by building - only trades relevant to the selected building appear
Determines which service providers are recommended
Why building matters: Different buildings may have different trade categories available based on your ERP configuration. The Trade dropdown updates when you select a building.
3. Work Order Type (Required)
Categories like Routine Maintenance, Emergency, Inspection, etc.
Defaults to your team's configured work order type
Determines priority and routing in your ERP system
Common types: Routine, Emergency, Preventive, Corrective
Team defaults: Your property management team can set a default work order type in team settings. This saves time by auto-selecting the most common type.
4. Service Provider (Required)
The company or individual who will perform the work
Smart grouping helps you find the right provider quickly (see next section)
Search by company name to find specific providers
Contact information displays for verification
5. Booking Text (Required)
Short instructions for the service provider (maximum 35 characters)
Critical for accounting and billing in the ERP system
Examples: "Call tenant before arrival", "Urgent repair needed", "Annual maintenance contract"
Best practice: Use abbreviations if needed to fit the 35-character limit
Why 35 characters: This limit comes from the ERP system's accounting module. The booking text appears on invoices and must fit in standardized fields.
6. Description (Required)
Detailed explanation of the work to be performed
Include relevant context, tenant complaints, safety concerns
Attach any specifications or requirements
Example: "Replace worn washers and seals in kitchen faucet to stop constant dripping. Tenant reports 2+ days of continuous leak. Check for any additional plumbing issues while on-site."
7. Billing Address (Read-only)
Auto-populated from building information
Shows where invoices should be sent
Cannot be edited (managed in building settings)
8. Cost Estimate (Optional)
Expected cost in euros (€)
Helps with budget planning and approval workflows
Based on typical costs for similar work
Example: €120 for faucet repair, €450 for heating system service
9. Quote Number (Optional)
Reference number from the service provider's quote
Helps track multiple quotes for comparison
Maximum 100 characters
Example: "Q-2025-0123", "OFFER-456-2025"
10. Quote Total (Optional)
Total cost from the service provider's quote in euros (€)
More accurate than cost estimate if quote already received
Must be a positive number
Example: €450.00 for a formal quoted price
11. Quote Date (Optional)
Date when the quote was provided by the service provider
Helps track quote validity and timing
Formatted as date and time
Example: October 23, 2025
12. Contact Person (Optional)
Specific person for the service provider to contact on-site
Selected from contacts associated with the building
Useful for coordinating complex or urgent work
Auto-populated if contact is already associated with the case
13. Occupants (Optional)
Tenants or occupants affected by the work
Import from case or select specific contacts
Service provider may need to contact them
Auto-populated from case unless action is completed
14. Buildings (Required)
The building(s) where work will be performed
Import from case or select manually
Multiple buildings can be selected for building-wide work
Determines available trades and service providers
15. Properties (Optional)
Specific units affected by the work order
Import from case for unit-specific work
Filtered by client ID
Examples: Apartment 4B, Unit 12, Commercial Space A
Import Buttons
Each of the Occupants, Buildings, and Properties sections has a specific import button:
Buildings: "Import buildings from case"
Occupants: "Import occupants from case"
Properties: "Import properties from case"
These buttons:
Click to automatically populate with data already associated with the case
Merges with existing selections (does not overwrite)
Saves time when case information is already complete
Confirmation dialog prevents accidental imports
Smart Service Provider Selection
The Service Provider field uses intelligent grouping to help you find the right provider quickly. Service providers are organized into three groups:
Group 1: From Case
Who appears here: Service providers already associated with this case Why useful: If a service provider is already involved in the case, they have context and history Example: If Quality Plumbing Services is already linked to the case, they appear in "From Case"
Note: This group shows the service provider from the original work order or ticket, not just the currently selected value.
Group 2: Previously used
Who appears here: Service providers who have worked in this building before Why useful: Providers familiar with the building know the layout, systems, and property manager preferences Example: If Winterdienst Mautern GmbH completed work orders in this building previously, they appear in "Previously used"
Building history: The system tracks work order history per building. Providers are sorted by recency - most recently used providers appear first.
Group 3: New to Building
Who appears here: Service providers matching the selected trade but not used in this building before Why useful: Find new providers or specialists not previously engaged Example: All plumbers in your system who match the Plumbing trade but haven't worked at this building
Trade filtering: This group updates when you change the Trade field. Only providers matching the trade category appear.
Search Functionality
Finding specific providers:
Click the Service Provider field
Start typing the company name
Results filter across all three groups
Select from matching providers
Search tips:
Search works across all groups simultaneously
Partial matches work (e.g., "Winter" finds "Winterdienst Mautern GmbH")
Search by company name, not contact person name
After Creation
When you click "Create work order", several things happen automatically:
Immediate Results
ERP System Creation - Work order is created in your property management system with a unique work order ID (e.g., WO-9012)
Auto-Linking - Work order is linked to the ERP Ticket and Case
Status Update - Action status changes from Draft to In Progress or Completed
Timestamp - Creation timestamp is recorded for tracking
ERP Integration
What syncs to the ERP system:
Title and description
Service provider assignment
Buildings and properties
Cost estimate
Quote information (number, total, and date)
Contact person
Booking text (appears on invoices)
Work order type and trade
What syncs back from the ERP system:
Work order status (Open, In Progress, Completed)
Completion timestamp
Service provider notes or updates
Actual costs (when invoice is processed)
Visibility
Where to find the work order:
Workflow panel - Shows as completed action with work order number
Work Orders tab - Full list of all work orders for the case
Activity Timeline - Work order creation appears in case timeline
ERP system - Viewable through your property management system
Work order details: Click the work order in any of these locations to see full details, status updates, and linked documents.
Common Scenarios
Emergency Repairs
Scenario: Burst pipe, heating failure, or other urgent issue requiring immediate attention
Best practices:
Use Emergency work order type
Include "URGENT" or "EMERGENCY" in title
Add specific appointment requirements in description
Provide tenant contact information in Occupants
Include any after-hours contact instructions in booking text
Example:
Title: "EMERGENCY: Burst Water Pipe - Building 2"
Booking text: "Urgent - call property mgr first"
Description: "Major water leak from burst pipe in basement. Water shut-off completed. Immediate repair required to restore water service to building. Multiple units affected."
Routine Maintenance
Scenario: Scheduled annual inspections, preventive maintenance, seasonal work
Best practices:
Select from Previously used providers (familiar with building systems)
Reference maintenance contract or schedule in description
Include previous work order numbers if continuing maintenance program
Note any specific requirements or compliance standards
Example:
Title: "Annual heating system inspection"
Service Provider: Select from "Previously used" group
Description: "Annual heating system inspection and maintenance per maintenance contract. Check all radiators, bleed as needed, verify boiler pressure and safety systems. Previous inspection: WO-8234."
Multi-Unit Work Orders
Scenario: Work affecting multiple apartments or common areas
Best practices:
Select all affected properties in Properties section
List all affected occupants in Occupants section
Specify coordination requirements in description
Note access requirements (keys, building manager escort)
Example:
Title: "Replace air filters - Units 1A-6A"
Properties: Import all units from case
Description: "Replace HVAC filters in all 6 units on west wing. Building manager will provide access. Coordinate timing to minimize disruption."
Service Provider Not in System
Scenario: Need to use a new service provider not yet in the system
Solution:
Contact your property management team to add the service provider
Service provider must be added to ERP system first
After addition, provider will appear in "New to building" group
Select and create work order as normal
Why this requirement: Service providers must exist in the ERP system for billing, compliance, and liability tracking purposes.
Field Dependencies and Validation
Understanding how fields interact helps you complete work orders efficiently:
Required Field Sequence
Recommended order:
Select Building first - This filters available trades
Select Trade - This filters available service providers
Select Service Provider - Recommendations update based on building + trade
Complete remaining fields - Title, description, booking text, cost estimate
Why order matters: Building selection affects which trades appear. Trade selection affects which service providers are recommended in each group.
Validation Rules
Work order creation fails if:
No ERP Ticket exists (warning displays with link to create)
No building selected (warning displays with link to add)
Title is empty
Trade is not selected
Service Provider is not selected
Booking Text exceeds 35 characters
Warnings vs. Errors:
Errors prevent submission (missing required fields)
Warnings appear but allow submission (missing optional fields like cost estimate)
Auto-Population
Fields that auto-populate:
Billing Address - from building configuration
Occupants - from case (if not yet completed)
Buildings - from case (if importing)
Properties - from case (if importing)
Work Order Type - from team default settings
Editing auto-populated fields: All fields can be edited except Billing Address (read-only). Review and adjust auto-populated data before submission.
Best Practices
Clear, Specific Descriptions
Good descriptions include:
What is broken or needs maintenance
How long the issue has existed
Any tenant complaints or safety concerns
Specific requirements or constraints
Reference to related work orders or history
Example - Good: "Replace worn washers and seals in kitchen faucet (Unit 4B) to stop constant dripping. Tenant reports 2+ days of continuous leak causing noise disturbance at night. Previous work order WO-7234 addressed bathroom plumbing. Please check all faucets in unit for similar issues."
Example - Poor: "Fix faucet"
Accurate Cost Estimates
Use cost estimates for:
Budget planning and approval workflows
Comparing provider quotes
Tracking cost trends over time
Identifying unusual pricing
Finding accurate estimates:
Review similar work orders in the system
Consult standard rate sheets for common services
Request quotes for large or unusual projects
Use industry averages for routine maintenance
Complete Booking Text
Effective booking text strategies:
Use standard abbreviations ("apt" for apartment, "bldg" for building)
Include urgency indicators ("urgent", "routine", "scheduled")
Note access requirements ("call first", "key at office")
Reference contracts ("per maint contract", "warranty work")
Examples within 35 characters:
"Call tenant 555-0123 before"
"Urgent - water shutoff req'd"
"Annual contract - routine"
"Emergency repair - priority 1"
Verify Service Provider Selection
Before submitting, verify:
Provider specializes in the required trade
Provider has worked in this building before (if using "Previously used")
Contact information is current
Provider is approved for your property management company
If unsure: Use the search function to verify the provider's name and details. Check with property management team if a provider's qualifications are unclear.
Troubleshooting
"Building must be selected" Warning
Problem: Cannot create work order because no building is selected
Cause: Work orders require a building for billing, trade filtering, and service provider recommendations
Solution:
Click the link in the warning message
Navigate to Real Estate tab
Add at least one building to the case
Return to Workflow and retry work order creation
Prevention: Ensure cases have building information before creating work orders
"ERP Ticket required" Warning
Problem: Cannot create work order because no ERP Ticket exists
Cause: ERP system requires a ticket before work orders can be created (organizational requirement)
Solution:
Click the "Create ERP Ticket" link in the warning
Complete the ERP Ticket form
Submit to create ticket in ERP system
Return to work order and retry creation
Prevention: Follow the suggested workflow sequence - ERP Ticket creation comes before Work Order creation
Service Provider Not Appearing
Problem: Expected service provider does not appear in any group
Possible causes:
Provider not added to ERP system yet
Provider does not match the selected trade
Provider is inactive or disabled in ERP system
Client ID mismatch (provider belongs to different property management client)
Solutions:
Check trade selection - Change trade to match provider's specialty
Search by name - Use search function instead of browsing groups
Verify provider status - Contact property management team to verify provider is active
Add provider - Request addition of new provider to ERP system
Trade Options Limited
Problem: Expected trade does not appear in dropdown
Cause: Trades are filtered by building. Only trades configured for the selected building appear.
Solution:
Verify correct building is selected
Check building configuration in ERP system (may need admin help)
Select different building if work can be performed there
Request trade addition to building configuration (admin task)
Understanding trade filtering: This filtering prevents incorrect service assignments and ensures compliance with building-specific contracts and requirements.
Booking Text Too Long
Problem: Validation error when booking text exceeds 35 characters
Cause: ERP system has fixed-width accounting fields that limit booking text length
Solution:
Use standard abbreviations (apt, bldg, maint, req'd)
Remove unnecessary words (articles like "the", "a")
Put detailed instructions in Description field instead
Use essential information only (urgency, contact method)
Examples of condensing booking text:
Original (Too Long)
Condensed (Fits)
"Please call tenant at 555-0123 before arrival" (49 chars)
"Call tenant 555-0123 before" (28 chars)
"Emergency repair - priority level 1 urgent" (43 chars)
"Emergency repair - priority 1" (29 chars)
"Annual maintenance contract work order" (39 chars)
"Annual contract - routine" (26 chars)
Related Articles
ERP Tickets - Creating the required ERP Ticket before work orders
Case Lifecycle Example - See work orders in context of complete case resolution
Quick Start Guide - Overview of daily workflows including work orders
Troubleshooting Guide - Solutions for common problems
Key Takeaways
Work orders connect Captured Knowledge to actual service delivery:
Create official service requests in your ERP system
Smart grouping helps find the right service provider quickly
Auto-linking maintains complete case documentation
Bidirectional sync keeps information current
Prerequisites prevent common errors:
ERP Ticket must exist first (organizational requirement)
Building must be selected (affects trades and providers)
System guides you with clear warnings and links
Field dependencies improve efficiency:
Building selection filters available trades
Trade selection filters recommended service providers
Import buttons pull case data automatically
Validation prevents incomplete submissions
You now understand how to create effective work orders that connect your property management cases to service provider actions.