Create a Work Request

availability

Feature availability by platform, plan type, and user type

Platform:	AvailableWebAvailableMobile
Plan Type:	AvailableBasicAvailableEssentialAvailablePremiumAvailableEnterprise
User Type:	AvailableRequesterNot availableFull UserNot availableAdministrator

Requester users can create new work requests from the MaintainX® application. When you create a work request, it gets a status of Pending until an Administrator approves or declines it. You can monitor the status of your work requests in the Requests module (see View and Filter Work Requests).

In the MaintainX web application, a badge 1 appears next to the Requests module in the sidebar whenever an Administrator reviews one of your work requests.

The new work requests badge

note

If you’re an Administrator, the same badge appears when you have new work requests to review.

Create a Work Request from Scratch

Web

1. In the sidebar, select Requests.
2. On the Requests page, select + New Request.
3. Fill in the New Request form (See New Request Form Fields).
4. Select Create.

The new request appears in your requests list with a status of Pending.

A pending work request

Mobile

1. From the bottom navigation bar, select My Requests.
2. On the Requests screen, select + New Request and then Create Request.
3. Fill in the New Request form (See New Request Form Fields).
4. Select Create.

The new request appears on the My Requests screen with a status of Pending.

A pending work request

Scan a QR code/barcode to start a work request

On the MaintainX mobile application, you can start a work request by scanning the QR code or barcode of an asset or location.

1. On the Requests screen, do one of the following:

   • Select the (scan code) icon.
   • select + New Request and then Scan Code.

2. Use your device's camera to scan the barcode for an asset or location.

3. The New Request form opens with the Asset and/or Location field pre-populated for the asset or location you scanned.

Create a Work Request with AI

availability

This feature is available only for Enterprise plans in the MaintainX mobile application.

MaintainX AI can help you create a work request. You can:

• Actively interact with MaintainX AI by simply starting a conversation. MaintainX AI asks follow-up questions to collect key information about the request you want to create.
• Record a voice note and MaintainX AI analyzes and transcribes it before generating a request.
• Describe your request and MaintainX AI analyzes your description and generates a work request.

MaintainX AI fills the work request's title, description, location, and priority.

note

You can interact with MaintainX AI in any language. It will answer back in the language set in your organization's preferences to the best of its ability.

Interact with MaintainX AI to Create a Work Request

1. From the MaintainX mobile application, do any of the following to access the Requests module:

   • From the Overview screen, select + Create, then Request.
   • From the bottom navigation bar, select More, Requests, + New Request, then Create Request.
   Other way to create a work request

   From the Requests module, select the (QR code scanner) icon to scan an asset QR code. MaintainX AI will retrieve the asset name, description, manufacturer, and model to add them to the work request form.

2. In the Select asset dropdown, select the impacted asset in your MaintainX organization.

3. In the Describe the issue in your own words field, select (AI conversation) to start interacting with MaintainX AI. MaintainX AI asks you several questions to understand the situation and determine the request's priority.

4. (Optional) While interacting with MaintainX AI, you can do any of the following:

   • Select Mute (microphone) to mute your microphone.
   • Select Photo to add images for context. You can add up to 10 images for context. MaintainX AI analyzes the images and adds them to your request details.
   • Select Done to stop the conversation with MaintainX AI.
   note

   If you stop the interaction with MaintainX AI before completing the request creation process, a request form will open with the information MaintainX AI gathered. You can then review and manually complete the request.

   Once MaintainX AI has collected information about your request, it automatically fills out a request form.

5. Review the generated work request and add or edit any information as needed.

   tip

   After MaintainX AI generates the request, you can still attach images or related files to the request. For more information, see New Request Form Fields.

6. Select Create.

The new request appears on the My Requests screen with a status of Pending.

Record a Voice Note to Create a Work Request

1. From the MaintainX mobile application, do any of the following to access the Requests module:

   • From the Overview screen, select + Create, then Request.
   • From the bottom navigation bar, select More, Requests, + New Request, then Create Request.
   Other way to create a work request

   From the Requests module, select the (QR code scanner) icon to scan an asset QR code. MaintainX AI will retrieve the asset name, description, manufacturer, and model to add them to the work request form.

2. In the Select asset dropdown, select the impacted asset in your MaintainX organization.

3. In the Describe the issue in your own words field, select (microphone) to record a voice note. MaintainX AI transcribes your voice note and adds it to the field.

4. (Optional) You can manually edit the voice transcript.

5. Select Generate Request.

6. Review the generated work request and add or edit any information as needed.

7. Select Create.

The new request appears on the My Requests screen with a status of Pending.

Manually Create a Work Request

tip

If you prefer not to use the AI assistant, you can still create a work request from scratch. Select Create Manually to create the request from scratch. For more information, see Create a Work Request from Scratch.

1. From the MaintainX mobile application, do any of the following to access the Requests module:

   • From the Overview screen, select + Create, then Request.
   • From the bottom navigation bar, select More, Requests, + New Request, then Create Request.
   Other way to create a work request

   From the Requests module, select the (QR code scanner) icon to scan an asset QR code. MaintainX AI will retrieve the asset name, description, manufacturer, and model to add them to the work request form.

2. In the Select asset dropdown, select the impacted asset in your MaintainX organization.

3. In the Describe the issue in your own words field, describe the issue using natural language.

4. Select Generate Request. MaintainX AI analyzes your description and generates a work request.

5. Review the generated work request and add or edit any information as needed.

6. Select Create.

The new request appears on the My Requests screen with a status of Pending.

What Happens When Your Request is Approved

When an Administrator approves a work request, MaintainX converts it to a corresponding work order and locks the original request. MaintainX pre-populates the work order with whatever information the Requester added.

MaintainX makes the following updates to your request:

• In the work requests list:

  • The request status changes to Approved (1).

  • The name of the Administrator who reviewed the request appears (2).

    

    An approved work request list item

• In the request details:

  • The Status field (1) now shows the status of the work order rather than the status of your request.

  • The Work Order ID field (2) appears. This is the ID of the work order that the Administrator created.

  • Any other information the Administrator added when they reviewed the request.

    

    Approved work request details

For more information about how to view your requests, see View and Filter Work Requests.

note

If your organization has request routing turned on (see Request Routing), the request might be assigned to a team. That team assignment is for reviewing the request, not carrying out the requested work. It doesn’t carry over to the work order.

The Administrator who approved the request can assign a new team or user to carry out the work when they finalize the work order details.

What Happens When Your Request is Declined

When an Administrator declines a work request, they can add a note explaining why. The request itself is considered done.

• MaintainX makes the following updates to your request:

  • In the work requests list: the request status changes to Declined.

  • The name of the Administrator who reviewed the request appears (2).

    

    A declined work request

• In the request details:

  • A note that the request was declined appears (1). If the Administrator gave a reason, it appears in the note.

    

    Declined work request details

For more information about how to view your requests, see View and Filter Work Requests.

New Request Form Fields

This table lists the information in a new request form. By default, the request title is the only required information. However, your organization might be set up to make additional information mandatory.

Field	Description
What needs to be done?	The request title. It can be up to 255 characters long. You can't submit a request without a title.
< Pictures/files >	Attach photos or files to the request. In the mobile application, you can take photos with your device’s camera, or choose existing files or photos on the device. In the web application, you can choose any files or photos on your computer.
Description	A short description of the request. It can be up to 4000 characters long (roughly 500-700 words). Make sure to include all of the relevant details.
Assign to	The team to assign the request to. This field only appears if your organization uses request routing. For more information, see Set up Request Routing.
Priority	The priority of the request. Set this according to your team’s norms.
Location	The location assigned to the request. You can choose any location in your organization.
Asset	The asset assigned to the request. You can choose any asset in your organization.
Asset Status	The status of the asset assigned to the request. You can change the status if necessary. For example, if you're making a request to repair a machine that's broken down, you might change its status from Online to Offline.
Files	Attach photos or files to the request. In the mobile application, you can choose existing files or photos on the device. In the web application, you can choose any files or photos on your computer.

Duplicate a Work Request

Another way to create a new work request is to duplicate an existing request. When you duplicate a work request, MaintainX creates a new work request with exactly the same information. You can modify it before you submit it.

note

By default, only Requester users can duplicate work requests. Administrators and Full Users do not have this permission. This action is only available on the MaintainX web application.

You can duplicate any pending or declined work request in your requests list.

To duplicate a work request:

1. From the sidebar, select Requests.
2. From the list pane, select the request you want to duplicate.
3. In the request details pane, select (more options).
4. Select Copy to New Request.
5. When prompted, confirm that you want to duplicate the work request.