Processing a Work Order from Start to Finish

There are a couple of ways a work order can be received into Vantaca.

1. A homeowner will login to their portal page and submit a work order from there. Once in Vantaca, the action item will automatically step to Review Request.

2. A homeowner will call/email/walk in to the office with a work order request, and the company employee will enter the work order into Vantaca.

If the work order request was received outside of the portal, it can be entered into Vantaca by searching for that homeowner, and clicking on "New Action Item" on their Homeowner Info page. That employee can then enter all the necessary data for the work order, including any attachments, such as images or email messages, that might help the service provider with the work order. When that action item is being created, it is important to start it at the Request Received step, which emails the homeowner that the request has been received. The only time that step can be skipped is if the homeowner has already received notification of the request being received. Then the action item can be moved to the step of Review Request.

At Review Request, the manager, or whomever is responsible for reviewing work orders, will review the information and make sure it's all entered in correctly and whether or not it's a work order that the association is responsible for. If it's not something the association is responsible for repairing, the work order can be stepped to "Not Association Responsibility" and a response will be sent to the homeowner, letting them know it's something they will be responsible for repairing or taking care of.

After review, if it is something to be sent to a service provider, the reviewer will step the work order to one of two steps: "Send to Service Provider" or "Send to Service Provider for Estimate".

Once the work order is assigned, the service provider will receive an email with the work order and the necessary details. The work order will automatically step to "Assigned to Service Provider" and an email will be sent out to the homeowner, notifying them that the work order has been sent to a provider.

When the work order is stepped here, it is a good idea to enter in any follow up dates or due dates in order to check back and make sure the work order was completed in a timely manner. This can be done by clicking on "Edit Action Item" in the homeowner's action items page and entering in the dates.

The action item will then remain in the Pending Completion step until the follow up date has been reached, and then the work order will step to "Follow Up Date", which is sent to the manager, or the person responsible for reviewing work orders. That person will confirm the work order has been completed, and then step the work order to "Complete". If the reviewer wishes to send the work order to other steps before completion, such as Board Review, Manager Review, or On Hold, those options will be available as well.

Great job! You just completed your first work order. Give yourself a pat on the back, and do a dozen more until you've become a pro. ;)