Routing Rules: Auto-Assign Work Requests as Work Orders

Overview

Xenia’s Routing Rules feature allows teams to automate the conversion of incoming Work Requests into fully assigned Work Orders based on custom conditions. This ensures quicker response times, better ownership, and zero manual triaging.

Whether you manage maintenance, facilities, or operations, routing rules allow you to scale faster while maintaining control and accountability.

What Are Routing Rules?

Routing Rules are automation conditions that:

• Listen for new incoming Work Requests

• Evaluate conditions such as location, category, or request type

• Automatically convert those requests into Work Orders

• Assign the right team member or role, apply a due date, and set priority

With routing in place, your team eliminates the need for manual review and gets right to work.

Video Tutorial

Watch this video for a step-by-step walkthrough: 

How to Set Up Routing Rules (Web Only)

1. Go to the Facilities > Routing Rules module.

2. Select Routing Rules from the settings menu.

3. Click + Create New Rule.

Now configure the rule:

• Rule Name: Give the rule a descriptive name (e.g., “Fridge Repair at Downtown Store”)

• Condition: Choose conditions such as:

  • Location (e.g., “Downtown”)

  • Category (e.g., “Equipment Repair”)

  • Request Source (Web, Mobile, etc.)

• Action:

  • Auto-convert to a Work Order

  • Auto-assign to a specific user or role

  • Set a due date (e.g., 24 hours from creation)

  • Optionally add tags or instructions

5. Click Save Rule — it will now trigger automatically for matching Work Requests.

Editing or Deleting Rules

• Return to the Routing Rules tab under settings.

• Click the three-dot menu (⋮) next to any rule to edit or delete.