Automations is one significant grouping of the application settings letting the users to configure Workflows, Notifications, Stateflows and SLA policies for the below listed modules:

  • WorkOrders
  • Assets
  • Vendors
  • Visits
  • Purchase Contracts
  • Labour Contracts
  • Rental Lease Contracts
  • Warranty Contracts
  • Tenants
  • Purchase Request
  • Purchase Order, and
  • Custom Modules


Workflows can be configured for all system defined modules and custom modules to be executed upon conditions & criteria. Module specific action allows the Facility Manager to execute actionable when they meet the configured criteria. The execution happens through either a field update or through a script.

Steps to Configure

  • Head to Settings -> Automations -> Workflows -> the landing page of workflows lists the configured workflows of the work orders module by default, the configured workflows can be disabled/enabled by toggling the status control and edit/delete options are available to use as well.
  • Choose the module from the drop down list, to proceed with the specific configuration
  • Click on the “Add Workflow” button and fill in the required details such as the notification action name, site, and description.
  • Select the “Execute On” rule on when the action has to be executed from the provided drop down list followed by the criteria that would trigger the action (multiple criterias are supported).
  • Set “Action Types” for the corresponding rule in either ways, as follows:

Field Update: If the field update needs to be done, then select a field value and configure the same. Options to add multiple fields are also available here.

Execute Script: A script can also be executed based on the criteria specified. You can add the requisite script here.


Notifying the change of state/action updates relevant to the “system defined and custom modules” in a timely manner allows the FM Admin/Manager to plan the actionables accordingly. 


Steps to configure:

  • Head to Settings -> Automations -> Notifications -> the landing page of notifications lists the configured notifications of the work orders module by default, the configured notifications can be disabled/enabled by toggling the status control and edit/delete options are available to use as well.


  • Choose the module from the drop down list, to proceed with the configuration
  • Click on the “Add Notification” button and fill in the required details such as the notification name, site, and description.
  • Select the “Execute On” rule on when the action has to be executed from the provided drop down list followed by the criteria that would trigger the action (multiple criterias are supported).
  • Set “Action Types” for the corresponding rule by configuring the preferred medium to trigger notifications by choosing the recipient from the list of pre populated user lists followed by the message that needs to be sent to the team/maintenance personnel in charge.

Supported Notifications Types are:

    • Email backed with CC, BCC support
    • SMS
    • Voice Call
    • WhatsApp
    • Mobile Push Notification


Stateflow builder is one of the significant framework capabilities which is flexible & configurable by nature to let the end user define custom processes and workflows within the framework of Facilio’s standard default process that enhances the module functionality to stay inline to the specific need, keeping in mind that “no one size fits all”. With the help of Stateflow, the user can create an altogether new process for certain scenarios and keep them independent from the default workflow that is already in place. The process that is created can be certain users/teams restricted or specific site/category of assets restricted giving users the flexibility of shaping the workflows to their specific requirements.

How does it work?

An instance of how the stateflow builder can be implemented, considering a scenario where work requests from a tenant in the Facility needs an added process of inspection or approval to be provided before it gets executed. With the help of Stateflow, the user can define an entirely new process with specific criteria and validation points. When the criteria is fulfilled and validation is true, the configured workflow will get executed.

Adding a Stateflow

  • Head to Settings > Automations > Stateflows
  • The stateflows page will list out already created processes.


New State: You can click on the “States” tab to add a new state. State is basically the term used in Facilio to define the stage at which a particular process/workflow is to be defined. 


  • In the Stateflows Page, click on the Add Stateflow button to define a new process.
  • Provide a name and description for the new process you wish to add.
  • Select a default state for the process.  This basically refers to the stage from which point the Stateflow process needs to begin.

  • Next, you can define the criteria that would activate the Stateflow process. You can also add multiple criteria as per requirement and the Stateflow can apply if all or any criteria matches. 
  • Click on Save. Once saved, the Stateflow will appear on the landing page of the stateflows tab. Next, you will need to define the stateflow via flowchart by drag and drop of the available states/transitions.

Configuring Stateflow Process

  • In the Stateflow landing page, click on the added stateflow to open the builder workspace wherein the user can define an entirely new process using the available states/transitions. 
  • The entry point of the flow would be the default state selected while adding a new stateflow in step 1. 


  • Start by adding the next state that would flow after the default state. For example, once a work order is submitted, it needs to be approved after an inspection. 
  • To add a new state to the flowchart, you can drag and drop it from the right panel. Click on the “Add Transition” option given above to link one state to another. You can also define conditions, criteria, and validation for each transition and when these conditions are fulfilled the process would move on from state to another. (For example, work requests from a particular requester about a specific work category will be undertaken only after a cursory inspection is done by the Supervisor.) 
  • Keep adding states until the workflow process is completed.

Configuring Transitions

  • A transition can be added between one state and another. 
  • Click on the Add Transition option given in the header. All boxes in the flowchart will get selected. You can then draw a connection between the requisite boxes. A plus sign will get highlighted once the connection is made. Click on the plus sign to add the criteria and conditions of the transition.
  • In the right-panel add a name for the transition. The ‘from & to state’ will be automatically filled. 
  • Next, select the button priority – Primary/Secondary/Not Specified. 
  • Now you can specify the criteria at varying degrees such as – Before/Validation /After. 



Who can perform this transition?

User: Configure the user/team/role to execute the specific process (specific user name) and specific conditions for the transition. 

You can also configure certain fields to be updated while performing the transition. 

Automated by Time: If the transition is time-specific you can specify the time at which it needs to trigger.

Automated by Condition: If the transition is condition-specific you can

  • Validation: Add validation that needs to be shown to the user before the transition executes. Provide a name for the validation, compose an error message that would be shown to the user and configure criteria that need to be met for the validation to be shown.

After: Here you can configure the actions that need to take place after the transition is completed. For e.g. sending email/field update/SMS/Mobile Notification.


SLA Policy

Service Level Agreement (SLA) is a contract that is drawn with service-providing companies where you can lay down agreed-upon commitments, resolution time and escalation levels that would be applied for the work orders. 

SLA policies specifically define your expectations from a vendor. It also identifies the metrics by which the vendor’s service will be measured. And the penalties that will be levied if they do not meet the agreed-upon service levels.

Purpose of SLA Policy

Facilities use multiple service providers and vendors to maintain and service facilities itself, equipment and devices. Other than in-house technicians, manpower might be outsourced to cater various categories of maintenance such as: Housekeeping, Plumbing, Electrical, etc. Without a SLA policy in place, the efficiency of the workforce would be difficult to track the below pointers: 

  • Agreed upon services
  • Resolution and Response Due dates
  • Decisive actionables on SLA breaches 

Advantages of maintaining SLA Policies in Facilio

  • Priorities and due dates of module-wise deliverables can be pre-defined in the policy
  • The target time for a particular type/category of work can be clearly defined
  • Metrics such Response and Resolution Due dates that would measure the service performed are captured in the system as SLA states
  • Commitments and deliverables from the vendor can be clearly defined
  • Escalation matrix and the relevant actionables can be defined 

SLA policies tend to act as the rule books for vendors/teams to be productive tagging along the defined timelines ensuring the services that were agreed-upon are inline.

Creating a new SLA Policy in Facilio

Steps to create a new SLA policy in Facilio –

  • Head to Settings > Automations > SLA Policies
  • In this page, you will find the list of already created policies with a toggle button (ON/OFF) that can be enabled or disabled, as required.


  • Click on the button Add SLA Policy.
  • There are three steps in the hierarchy to create a SLA policy – 
    • SLA Policy: Add basic details about the policy and the criteria as to when the policy should apply.
    • Commitments: Clearly define service deliverables from the vendor
    • Escalations: Define escalation matrix/actions that should take place, if the commitments of service are not met.

i) SLA Policy

  • Provide a name and description for the SLA Policy.
  • Select the Site where the policy would apply. 
  • Lastly, add criteria that would define when the SLA policy would be applicable. Multiple criteria can be added making the policy extremely tailored and specific.

ii) Commitments

  • Add a name for the commitment. For E.g., ‘Change oil periodically’ or ‘Keep the device clean’.
  • Next, you can specify criteria (or multiple criteria), for which this particular commitment will apply.
  • Add Resolution Due Date for the commitment. Resolution Due Date refers to days/hours/minutes by which the work order needs to be resolved/executed/closed.
  • Add Response Due Date by which the work order needs to be taken up by the maintenance personnel.

iii) Escalations

  • If the commitments defined earlier are not met, the escalations that you define here will apply.
  • Escalations can be added for Resolution Due Date and Response Due Date separately. 
  • You can set escalations by adding actions (sending an email, SMS, Mobile Notification or Field Update).

Resolution Due Date – Level 1 Escalation, similarly it can be configured for Response Due date as Level 2.

  • Click on Save Escalations
  • Once saved, the SLA Policy will be visible in the SLA Policy landing page.

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