A maintenance request form has the same shape as any other inquiry form: it needs a category, and the category needs to route somewhere. The vertical detail is in the fields, not in a different mechanism.
Fields That Make Routing Possible
reporter_name
unit_or_location
issue_category (Plumbing / Electrical / HVAC / General)
urgency (Low / Medium / High / Emergency)
description
photo_attachment
location and photo_attachment matter more here than in a generic inquiry form. A technician cannot triage "the sink is leaking" without knowing which unit and what it looks like. Photo upload and a location field are just typed inputs on the form; nothing about them requires special maintenance software.
Routing on Category and Urgency
The routing logic is a condition on field values, evaluated the moment a response is submitted:
if issue_category == "Plumbing" -> notify plumbing-team@example.com
if issue_category == "Electrical" -> notify electrical-team@example.com
if urgency == "Emergency" -> also notify on-call@example.com
Combining conditions with AND logic narrows further, for example routing high-urgency electrical issues to an on-call contact while routine ones go to the standard queue. This is the same eq, contains, and combined-condition model used for any category-based routing -- nothing here is maintenance-specific.
Status Instead of a Closed Ticket
Once a request is routed, it still needs a visible state until it is resolved:
new -> assigned -> in_progress -> resolved
A webhook action can push the same event to an external system (a Slack channel, a spreadsheet, a lightweight tracker) so the status update does not depend on someone remembering to check a form inbox.
What This Does Not Replace
This is category-based routing and status tracking applied to a maintenance context, not a dispatch platform. It will not schedule technicians, manage parts inventory, or handle SLA billing. What it solves is the first, most common failure mode: a request submitted correctly but never reaching the right person.
The full routing setup, including condition operators and webhook field mapping, is in Set Up Inquiry Auto-Routing With FORMLOVA Workflows.
Top comments (0)