Submitting a Maintenance Request (Frontline/Mobile)

1. What Is a Maintenance Request?

A maintenance request (also called a Work Order Request) is how you report a problem at your location — a broken piece of equipment, a leak, an HVAC issue, anything that needs to be fixed or inspected by your facilities or maintenance team.

You don't need to know who handles it or how to route it. You describe the problem, take a photo, and submit. The request goes to the right person automatically. 

2. Two Ways to Submit a Maintenance Request on Mobile

Method 1 — From the + Button (in the Xenia app)

This is the standard method for any Xenia user.

1. Open the Xenia app
2. Tap the + button — visible on the home screen or within the Work tab
3. A menu appears with three options:
   • Create Task
   • Create Work Order
   • Create Work Request ← tap this one
4. The Work Request form opens — fill it in (see form fields below)
5. Tap Submit / Create

Method 2 — Scan a QR Code (no Xenia account required)

If your location has QR code labels posted on equipment or in key areas, scanning the code opens the Work Request form directly — pre-filled with the asset or location it's linked to. You don't even need a Xenia account to submit via QR code.

1. Open your phone's camera (or the QR scanner in the Xenia app)
2. Point it at the QR code label on the equipment or location
3. The Work Request form opens — the asset and location are already filled in
4. Describe the issue, add a photo, and submit

This is the fastest method and the most accurate — no chance of selecting the wrong asset or location.

3. The Work Request Form — What to Fill In

The form your admin configured may show some or all of these fields. Fields marked as required must be filled in before you can submit.

Issue Title / Name: Give the issue a clear, specific name. "Kitchen leak — back prep area" is more useful than "leak." The person who receives this request needs to understand immediately what they're walking into.

Description: Additional details about the issue. Where exactly is it? When did it start? Is it getting worse? Has anything been done about it already? The more detail, the faster it gets resolved.

Location: Which store or facility this issue is at. If you submitted via QR code, this is pre-filled. If you're filling in manually, select your location from the dropdown.

Category: The type of issue — HVAC, Plumbing, Electrical, Equipment, Cleaning, etc. This is what your admin uses to route the request to the right team automatically.

Photo: Tap Add Photo — the camera opens. Take a live photo of the issue. Get close enough to show the actual problem clearly. You can also annotate the photo — draw arrows or circles to highlight the specific area of concern.

Your Name: Some forms include a field for your name so the coordinator knows who submitted the request. Enter it if the field is shown.

Priority: If visible, select the urgency — Low, Medium, High, or Critical. Critical means the issue is affecting operations or safety right now.

Submitting

Tap Submit or Create Request.

You see a confirmation immediately. The request is sent.

What Happens After You Submit

You receive a notification: You'll receive an email and/or push notification confirming your request was received. As the status of your request changes — Accepted, Assigned, Completed — you'll receive updates so you know it's being handled.

The request goes to a coordinator's inbox: Your request appears in the facilities coordinator's Requests inbox — they can see it on their web app or mobile. Neil: "I can now accept this or I can decline it. And I can accept it — it's going to include that photo, any information, whatever the request is, it will include it."

It may be automatically routed: If your admin has set up Routing Rules, the request is automatically converted to a Work Order and assigned to the right team without a human having to review it. High-priority requests and specific categories can be configured to skip the inbox entirely and go straight to the assignee.

You can track its status: Your submitted requests are visible in the Work tab → Work Orders (or Requests) section of your app. You can see whether it's Pending, Accepted, In Progress, or Completed. You don't have to wonder whether anyone saw it.

Tips for a Good Maintenance Request

Be specific in the title: "Walk-in cooler not cooling — kitchen" is better than "fridge problem"

Add a photo every time: A photo of the issue gives the maintenance team what they need before they even walk in the door — the right tools, the right parts, the right expectation

Use the category: If your form has a category dropdown, select it. This is what routes the request to the right person automatically

Don't wait: If something is broken or unsafe, submit the request immediately. The sooner it's in the system, the sooner it gets resolved

This article guides you through submitting a work request using your phone, from selecting the form and location to tracking the request status and receiving notifications. For more information, see related articles on managing work orders and maintenance requests.

Need Help?
Reach out to our Support Team at Support@xenia.team