STL CookbookHandle work order
View pending work orders in Console or Staff App; close, start handling, post updates, transfer, get room password, or complete; maintenance staff can also use the maintenance workspace to handle work orders by room.
Console and Staff App can both handle work orders and stay in sync—use either client as needed.
Prerequisites
flowchart TD
A[Work order received] --> B{Needs handling?}
B -->|No| C[Close work order]
B -->|Yes| D[Start handling]
D --> I{Confirm again<br>needs handling?}
I -->|Yes| E{Can you finish it?}
I -->|No| C
E -->|Yes| F[Click Complete when done]
E -->|Need help| G[Transfer work order]
G --> H[Colleague continues]During handling, the current handler can post Progress updates at any time to sync status with others.
| Action | Pending | In progress (current handler) | In progress (not current handler) |
|---|---|---|---|
| Close work order | ✅ All assignee group members | ✅ | ❌ |
| Start handling | ✅ All assignee group members | ❌ | ❌ |
| Progress update | ❌ | ✅ | ❌ |
| Transfer work order | ❌ | ✅ | ✅ All assignee group members |
| Get room password | ❌ | ✅ Shown for repair work orders only | ❌ |
| Complete | ❌ | ✅ | ❌ |
Steps
Console
Go to Console → Work orders → My work orders → Pending to view work orders you can handle; click the Work order ID to open details.
Close work order (pending)
In pending status, the detail page shows Close work order and Start handling. Use when the issue no longer exists or the requester asked to close.
Click Close work order.
Select a reason in the dialog; if you choose Other, also fill in Notes.
Click Confirm.
The close work order dialog asks for a reason first; choosing Other shows notes; the primary button is Confirm.
Start handling
Use when the issue needs handling and you are taking ownership.
Click Start handling.
Click Confirm in the confirmation dialog.
After confirmation, you become the current handler and the work order moves to In progress.
Progress update
In In progress status, the detail page shows Close work order, Transfer work order, Progress update, and Complete. Repair work orders also show Get room password.
In-progress work orders can still be closed using the same steps as in pending status.
Use when you need to sync progress with the requester or colleagues.
Click Progress update.
Fill in Notes in the dialog (required; up to 500 characters) and optionally upload images (no limit).
Click Confirm.
You can post multiple progress updates. The progress update dialog includes notes and image upload; the primary button is Confirm.
Transfer work order
Use when a colleague needs to help.
Click Transfer work order.
Select the transfer target, fill in Notes (required; up to 500 characters), and optionally upload images (no limit).
Click Confirm.
After transfer, you only see Transfer work order (you can transfer again); other action buttons are hidden. The new handler can continue the work order.
Transfer is not limited to the current handler: any assignee group member can transfer when needed.
Get room password
Get room password appears only for repair work orders (engineering repair and IoT device repair).
- Repair location is a common area: click Get room password to show the password directly.
- Repair location is a room:
- Active hotel stay: click Get room password, then click Tap to retrieve in the dialog to view the room password.
- Active long-stay stay: click Get room password to see a message; password cannot be retrieved.
- Vacant room, no active stay: click Get room password to show the password directly.
Complete
Click Complete.
Fill in Notes (required; up to 500 characters) and optionally upload images (no limit).
Click Confirm.
The complete dialog includes notes and image upload; the primary button is Confirm. If the work order was created by a user who requested a callback, the dialog shows a callback reminder.
Staff App
Go to Staff App → Work orders → dashboard or work order collections to view work orders to handle; tap to open details.
A red badge (number) on the bottom Work orders tab or a followed collection means work orders need attention.
Close work order (pending)
In pending status, the detail page shows Close work order and Start handling. Use when the issue no longer exists or the requester asked to close.
Click Close work order.
On the close work order page, select a reason; if you choose Other, also fill in Notes.
Click Confirm.
The close work order page asks for a reason first; choosing Other shows notes; the primary button is Confirm.
Start handling
Use when the issue needs handling and you are taking ownership.
Click Start handling.
Click Confirm in the confirmation dialog.
After confirmation, you become the current handler and the work order moves to In progress.
Progress update
In In progress status, the detail page shows Close work order, Transfer work order, Progress update, and Complete. Repair work orders also show Get room password.
In-progress work orders can still be closed using the same steps as in pending status.
Use when you need to sync progress with the requester or colleagues.
Click Progress update.
On the progress update page, fill in Notes (required) and optionally upload images.
Click Confirm.
You can post multiple progress updates. The progress update page includes notes and image upload; the primary button is Confirm.
Transfer work order
Use when a colleague needs to help.
Click Transfer work order.
On the transfer page, select the transfer target, fill in Notes (required), and optionally upload images.
Click Confirm.
After transfer, you only see Transfer work order (you can transfer again); other action buttons are hidden. The new handler can continue the work order.
Transfer is not limited to the current handler: any assignee group member can transfer when needed.
Get room password
Get room password appears only for repair work orders (engineering repair and IoT device repair).
- Repair location is a common area: click Get room password to show the password directly.
- Repair location is a room:
- Active hotel stay: click Get room password, then click Tap to retrieve in the dialog to view the room password.
- Active long-stay stay: click Get room password to see a message; password cannot be retrieved.
- Vacant room, no active stay: click Get room password to show the password directly.
Complete
Click Complete.
On the complete work order page, fill in Notes (required) and optionally upload images.
Click Confirm.
The complete page includes notes and image upload; the primary button is Confirm. If the work order was created by a user who requested a callback, the dialog shows a callback reminder.
Maintenance workspace
The maintenance workspace groups open repair work orders by room/space so maintenance staff can:
- Handle in one place: view all pending work orders for a room/space on one page and reduce back-and-forth.
- Prioritize quickly: AI summarizes issue descriptions and urgency per room/space to plan order and tools.
- Stay aligned: front desk and maintenance staff see room repair status in real time.
Audience: assignees of repair work orders. Scope: open repair work orders only.
Open maintenance workspace: Staff App → Work orders → maintenance workspace entry. The number beside the entry is the total open work orders.
Review room/space cards and issue summaries:
- Red flame icon: urgent or very urgent work orders at that location.
- Issue summary: AI-generated issue list to help maintenance staff understand the situation quickly (shown in the property's preferred language by default).
Tap a room/space card to open the maintenance tab on the room detail page.
Tap the relevant work order to open its detail page and handle it.
One-click translate
On the maintenance workspace page, tap Translate to switch all summaries to the App's current language. Uncheck to restore the original text.
Expand all / collapse all
By default, all card summaries are collapsed (up to three lines; overflow is hidden). Tap an AI summary to expand or collapse all cards at once.
Sort order
Tap the sort control at the top to choose:
| Sort | Rule | Best for |
|---|---|---|
| Default | Higher urgency first → more urgent tickets first → more total tickets first → room number ascending | Handle emergencies first |
| Count | More total tickets first → room number ascending | Tackle locations with more issues first |
| Floor | Lower floor first → room number ascending | Work floor by floor |
The system defaults to Default sort.
Result
After closing, the work order ends; after starting handling, status becomes In progress; after completion, the work order is done. After transfer, the new handler takes over and the previous handler only sees Transfer work order. After handling from the maintenance workspace, the open work order count on the room card decreases accordingly.
FAQ
None