Learn how to customize Facilio’s dashboards and other features. Know how to create templates, devise state flows and processes and configure roles and permission.

Customization at all levels in all dashboards is one of the many salient features of Facilio. You can customize templates, fields, add categories, priorities, types, data fields, parameters… to any of the dashboards as per your requirement.

a) Work Order

i) How to create a work order template?

One of the many flexible features that Facilio offers for Facility Managers and Supervisors is the template option. You can create handy templates for broad categories of work in a facility and these are the advantages –

  • Templates save an immense amount of time for the facility manager/supervisor.
  • The entire task list can be configured within the template and tentatively assigned to the appropriate team.
  • While using the template, the supervisor/facility manager can tweak the task list according to the work in hand, assign the right asset/space and specifically assign the work order to maintenance personnel of their choice or to an entire team, as required.
  • Templates save inordinate amounts of time and drastically reduces manual work for the facility managers.

Create a New Work Order Template

  • Head to Settings > Customization > Modules
  • Here you will find options to customize different modules (System & Custom) that are available in Facilio. 
  • Click on Work Orders to view a list of existing templates and custom fields.
  • Click on the tab Template and on the Add Template button.
  • A pop-up window will open. Provide a name for the template and a basic description.
  • Select the type of template – Web/Portal
    • Web: The web option allows you to create the template for users who use the application on the web or through mobile.
    • Portal: The portal option allows you to create the template for requesters who use the requester portal to raise work requests in the facility.
  • Add the site where this template can be used and click on Confirm.
  • Now you can add pre-filled data, information, and customized fields.
  • Options to add new fields (text, boolean, picklist, date/calendar, file upload, and many others) are available in the left column. They can be dragged and dropped onto the form.  
  • For each field (old or new), form properties can be pre-filled with default values. You can also change the Label of a particular field and rename the same, as required. Each field can also be tagged as ‘mandatory‘ or not.
  • You can define the values for each field and then move onto the task list. Click on the Task field and in the right column, you will find option, Add Task Template
    • A pop-up window will open. Provide a name for the template.
    • Start listing out the tasks. For each task, the Settings option is available where you can give a description/explanation for the task and configure the input (before/after photos, text, number, reading, etc.) that would be required from the maintenance personnel. 
    • You can also select the site/building/floor/space, where the task needs to be executed. If the task is related to an Asset, you can select the asset also. 
    • Once all the tasks are updated in the template, click on Done.
  • Options to add customized system fields, add new custom fields, forms, subforms are available in the template. New fields and sections can be dragged and dropped in the form and arranged as required.
  • Once the template is saved, it will appear in the Work Order Templates list. The template can then be enabled/disabled for Facilio’s mobile application.

ii) Add Custom Fields

In Facilio, attributes related to space, assets and work order can be customized according to specific parameters and requirements of your facility. Different aspects of the work order can be customized by adding custom work order fields, new categories of work orders, varying priorities, types of work orders, etc. 

  • Head to Settings >  Customization > Modules
  • Different modules will be listed here. Click on Work Orders.
  • Here a work order template can be created. Click on the tab Fields to create a custom field.
  • You can also edit/delete the existing custom fields given here as per requirement.
  • Click on the button Add Custom Field.
  • Add a name for the custom field and select the type of input for the same (Single line, multi-line, number, date, text, etc.) After configuring the type of input, click on save.
  • The new custom field will be added to the work order form. 

iii) Assignment Rules

Assignment rules allow you to configure the default team/maintenance personnel to whom the work order can be assigned based on criteria and rules. Once the rule is configured, and if it matches the criteria that are set, the work order will automatically get assigned to the maintenance team/personnel given in the rule. 

  • Head to Settings > Work Order Settings > Assignment Rules
  • In the Assignment Rules page, you will see the list of rules that have already been configured. Options to toggle on/off or rearrange the rules are also available here.
  • Click on Add Assignment Rule button.
  • Provide the following details – Assignment Name, Description, etc.
  • Select the Site where the Assignment Rule needs to apply.
  • Next, configure the criteria that need to be fulfilled. Options to select multiple criteria are also available here. 
  • Lastly, select the team/maintenance personnel to whom it needs to be assigned by default.

iv) Email Settings

Email settings allow you to add support email ids for various sites and also provides you the option to forward the email ids to another inbox. This setting allows you to create exclusive support email ids for different sites and teams within.

  • Head to Settings > Work Order Settings > Email Settings
  • In the Email Settings page, all email ids that have been configured for support will be listed.
  • Click on Add Email button and add the Support Name.
  • Add support email id and provide the id where it needs to be forwarded (if required)
  • Select the corresponding site and the team name to complete the configuration. 

v) Customization

Customization provides you options to create new categories, customize priority and types.

  • Go to Settings > Work Order Settings > Customization
  • Three tabs will be available here – Category, Priority, and Types

i) Adding New Category

You can add a New category to assign work orders under them (For e.g. electrical, housekeeping, plumbing, etc.)

  • Existing category names can be seen here and they can be edited or deleted as required.
  • Click on Add Category button
  • Provide a name for the Category and a description.
  • Once added, you will be able to add work orders for the new category.

ii) Adding Priority

Customize priority levels to your facility and color code them accordingly

  • Priority Levels – High, Medium and Low will be available by default here.
  • Click on the Priority name to edit it and rename it as required. 
  • You can also assign a new color to the priority.
  • Options to move the priority up or down the list are also available.

iii Adding Types

Work orders can be categorized into different types. Some might be corrective, preventive, defects, etc. Depending on the type of work order, you can configure the priority and the assignment rule.

  • Existing work order types can be seen here. Each one of them can be edited or deleted, as required.
  • Click on the button Add Type
  • Input the name and provide a description. Click on Save.

vi) Workflows

Work order action allows the Facility Manager to execute work orders when they meet with certain criteria. The execution happens through either a field update depending on the criteria met or through a script.

  • Head to Settings > Automations > Workflows.
  • Click on the tab Workflows. In this page, existing workflows can be seen and options to edit/delete or toggle on/off can also be seen for each workflow.
  • Workflows can be added for any feature here (Work Orders, Assets, Vendors, Purchase Contracts, Labour Contracts, etc.
  • Select the option Work Order from the dropdown given above.
  • Click on the button Add Workflow.
  • Add an Action Name, select the Site where it needs to be executed. Provide a description of the workflow.
  • Select the option Execute On and select the rule as to when the action needs to be taken. (for e.g. when a work order is created/edited/assigned etc.)
  • Next, specify the criteria that would trigger the action. You can specify multiple criteria, as required.
  • Lastly, configure the actions that need to be taken when the criteria are met.
    • 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.

vii) Notifications

You can also configure notifications to be sent out whenever a certain action/update is being taken in the application.

  • Head to Settings > Work Order Settings > Work Order Actions.
  • Click on the tab Notifications.
  • Provide the following details – name, site, and description.
  • Select the Criteria when the rule needs to be executed. Options to provide multiple criteria are available here.
  • Next select the Actions based on the Criteria configured – Send Email, Send SMS, Send Mobile Notification.
  • The message that needs to be sent to the team/maintenance personnel in charge can be configured here. 

viii) Stateflow

Facilio’s Stateflow option allows you to define processes and workflows that make the most sense to your organization. This feature provides the facility manager with the option to configure new workflow processes within the framework of Facilio’s standard default process. With the help of Stateflow, you can create an altogether new process for certain scenarios and keep them independent from the default workflow that is configured for Facilio. The process that you create can be made to appear for certain users/teams or specifically for a particular building or a category of assets. This feature gives the Facility Manager a great deal of independence to shape the workflow, as per the unique requirements posed by their facility.

How does it work?

Imagine a scenario where work requests from a tenant in the Facility needs an extra process of inspection or approval to be given before it gets executed. With the help of Stateflow, you can define an entirely new process with specific criteria and validation points. When the criteria are fulfilled and validation is true, the said workflow will get executed.

Adding a Stateflow

  • Head to Settings > Automations > Stateflows
  • The stateflows page will list out existing processes. You can click on the tab States to add a new state. (Note: State is basically the term used in Facilio to define the stage at which a particular process is. Using different types of States, you can build an entire flowchart for a process.)
  • In the Stateflows Page, click on Add Stateflow button to add a new flowchart.
  • 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 listing page. Next, you will need to define the flowchart process for the Stateflow you created.

Configuring Stateflow Process

  • In the Stateflow listing page, click on the name to open the flowchart page. Here you can define an entirely new process using the visual workspace. 
  • The first shape/box that would be present in the flowchart would be the default state that you defined earlier. The entire flowchart process will start from this state.
  • 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 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: Specify who will be executing the 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/after which it needs to occur
          • Automated by Condition: If the transition is condition-specific you can specify the criteria that would satisfy the condition.
  • 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.

ix) SLA Policies

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.

Why do you need SLA Policy?

Facilities use hundreds of service providers and vendors to maintain and service equipment, devices, and vehicles. Manpower might be outsourced within the facility for various reasons – Maintenance, Housekeeping, Plumbing, etc. Without SLA policy, you will –

  • not know whether you are receiving the agreed-upon services
  • not know clearly when a particular work order will be completed
  • cannot penalize/change a vendor if they are not executing work on time

Advantages of maintaining SLA Policies in Facilio

There are many advantages in maintaining SLA policies in Facilio – 

  • Priorities and due dates for work orders can be pre-defined in the policy
  • The target time for a particular type/category of work can be clearly defined
  • Metrics that would measure the service that is performed
  • Commitments and deliverables from the vendor can be clearly defined
  • Escalation points can be clearly defined and the actions that would be taken can be mentioned clearly

In a sense, SLA policies become rule books for vendors to resolve work orders on time and ensure the services that were agreed-upon are being provided on time.

  1. Creating a new SLA Policy in Facilio
    Here is how you can create a new SLA policy in Facilio –

    • Head to Settings > Automations > SLA Policies
    • On this page, you will find the list of existing 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 tabs to create SLA policy – 
      • SLA Policy: Add basic details about the policy and the criteria as to when the policy would apply.
      • Commitments: Clearly define service deliverables from the vendor
      • Escalations: Define actions that would take place, if the commitments of service are not met.
      • 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.
        • Click on Save Policy.
      • 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.
        • Click on Save Commitment.
      • 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).
        • Click on Save Escalations
        • Once saved, it will be visible in the SLA Policy home page.

c) Asset/Space

Asset & Space settings allow you to customize readings, categories and configure operating times for each segment within the facility.

i) Manage Readings

Different types of readings are being recorded and monitored within a facility. The reading fields in Facilio are added keeping in mind the default equipment/devices that a facility would normally possess. New reading fields can also be added for an entire site, building, floor or space to record and monitor specific conditions, energy output, energy savings, temperature, humidity, etc.

1. Asset Reading

You can also add different types of reading fields in relation to the asset that is being used within the facility. Once new reading fields are added, data will be captured for the same during the maintenance.

  • Head to Settings > Space/Asset Settings.
  • Click on the button New Asset Reading.
  • Select yes/no whether the new reading is a formula field. If yes, then –
    • Input the Field Name and select the Category of the Asset.
    • Provide a Unit of measurement for the reading.
    • Select the option Change Expression if you wish to use the default formula expression. You can also select Code View to add your own specific code.
    • The formula builder can be used to configure specific combinations of readings. To build a formula, click on variables A & B and assign specific parameters for the same by selecting a specific Asset and its corresponding readings (Sum, Average, etc.). You can also select the option Apply Aggregate Condition to apply the same for any parameter that is chosen.
    • Enter the expression that would define this field.
    • Next, you will need to define the Safe Limit for this reading (Greater than, Lesser than, Between, etc.). If there are no safe limits, you can select the option None.
    • Next, configure actions that need to be undertaken if the safe limits are breached. You can opt to raise an alarm and set its severity levels as required.
  • If the reading is not formula based, input the field name and select the field type. Option to create multiple fields is available for one reading.

2. Space Readings

Readings can be configured for different aspects of space (Site, Building, Floor & Space). To add a new reading –

  • Head to Settings > Space/Asset Settings.
  • Select the appropriate subtab – Site/Building/Floor/Space.
  • Input the field name and field type (Text, Number, Decimal, etc.)  as per requirement.
  • Click on the Plus icon to add multiple fields, if required.

ii) Operating Hours

To add operating hours for a specific building within the site – 

  • Click on the building name.  
  • The building overview page will open providing you with details about the various features of the building, occupancy count, etc. 
  • Click on the link Assign Operating Hours. Select the operating hour from the options. You can also configure new operating hours for the building by clicking on the link Add Operating Hour in the pop-up window.

Note: Operating Hours can also be configured through the Settings. Head to Settings > Space / Asset Settings > Operating Hours.

d) Alarm

Alarm events are basically an occurrence that has happened in an asset. It could be as minor as a temperature change or indicative of a sensor failure leading to a breakdown. Most often, in a facility, hundreds of alarm events will be generated and most (normally) will be minor while a few might indicate an impending breakdown or disruption in the functionality of a high-value asset. Where hundreds of alarm events are triggered, it would be tough for the facility manager/supervisor to check and verify each of these events and resolve them individually. Facilio offers an event filtering option that allows the system to filter the alarms that do not require any action and list out only the relevant ones that need to be resolved. 

i) Event Filtering

  • Head to Settings  > Alarm Settings > Event Filtering.
  • Click on the Add Filter button to configure the setting.
  • Provide a name and description for the filter.
  • You can choose to avoid events that do not require any alarm generation through Simple and Complex Conditions.
    • Simple Condition: Specify the rules for this reading and select the action for the same – ignore/transform. 
    • Complex Condition: Custom-build a formula based on attributes and criteria and specify whether the events need to be ignored or transformed. (Note: If you choose to transform the event, you will need to provide details about the problem, the probable causes, and your recommendations.)

ii) Alarm Fields

Additional data fields can be added for alarms to record, view and capture data in relation to various aspects of an alarm/anomaly. These fields can be viewed in the alarms (tab) page once the field is added to the table.

  • Head to Settings > Alarm Settings > Alarm Fields
    In the Alarm Fields page, you can view the list of fields that are already present by default.
  • Click on Add Custom Field button.
  • Input the field name and select the field type. Depending on the type of the field added here, the field type can be selected (Number, date, single-line/multi-line, etc.)
  • Once the field is added, it will be listed in the all fields page. Options to edit/delete the custom fields are also available next to the respective field.
  • The custom field can be viewed on the alarms page after adding the field using the column setting.

iii) Alarm Actions

Alarm actions are basically the last step in the life cycle of an alarm. In a facility, an alarm gets generated to warn us of an impending breakdown or disruption. For certain alarms, an automatic action can be configured, saving the facility manager an enormous amount of time.

  • Head to Settings > Alarm Settings > Alarm Actions
  • Here you will find a list of existing alarm actions and you can view what kind of action needs to be taken whenever the alarm gets triggered. 
  • Click on the button Add Workflow
  • Provide basic details – Alarm Action name, Site name, Description.
  • Select when the action needs to be executed and configure the criteria for the execution.
  • Two types of actions can be configured here – Create Work Order / Field Update.
  • If the alarm is severe, an automated work order can be created so that the maintenance personnel attends to it immediately. Options to select category, priority and maintenance team/personnel are given here.
  • A field update allows you to change a particular field in the alarm summary. This information gets duly recorded in the asset’s performance history and logs.

Was this article helpful?