Field Guide: Handling Ad-Hoc Maintenance & Fault Reporting as a Contractor

Unlike scheduled monthly preventive maintenance, ad-hoc maintenance begins with an unexpected fault, customer inquiry, or urgent service call. This guide details how contractor teams handle ad-hoc jobs in Basementgrid—from capturing fault details via in-app messages or phone calls to converting them into dispatches and client reports.

Workflow Overview

1. Capture the Fault Request (In-App or Phone Call)

Ad-hoc requests enter your workflow through one of two channels:

• Channel A: In-App Messaging (Customer as Requester)

  • Your customer (invited as a Requester) sends an in-app message describing the fault or issue.

  • If your team needs more context, reply directly in the message thread.

  • Attach a Custom Information Form within the chat if you require specific details from the customer (e.g., equipment serial numbers, fault photos, or urgency level).

• Channel B: Phone Call / External Request

  • When a customer calls in a fault, your Workspace Admin gathers the details manually and prepares to log them directly into a new Work Order.

2. Convert to Work Order & Issue (Admin)

Once the issue is scoped, convert the details into an active Work Order:

1. Create Work Order:

   • From Chat: Click Convert to Work Order directly from the customer's message thread to auto-populate the details.

   • From Phone Call: Navigate to Work Orders > Create New WO, set the Work Type to Reactive, select the Location, and tag relevant Assets (optional).

2. Configure & Attach Forms (Draft Phase):

   • Save the Work Order as a Draft.

   • If you need technicians to follow a specific troubleshooting or repair checklist, click the More icon (...), select Edit Procedure, and attach your custom procedure form.

   • If the customer is a Requester and needs direct portal access to the final report, verify that the Reported By field is set to their contact before issuing.

3. Issue to Vendor: Tap Issue Work Order, select your organization as the vendor, and confirm to send it to your team's queue.

3. Assign & Execute (Manager & Technician)

Once dispatches reach your vendor queue:

1. Manager Assignment: The Vendor Manager assigns the ad-hoc job to an available technician.

2. Clock-In: Upon arriving on-site, the technician opens the Basementgrid mobile app and taps Clock In.

3. Execution & Completion: The technician completes the repair, fills out the attached procedure form/checklist, attaches photo evidence of the fix, and taps Complete WO.

GPS Verification Tip: If your customer's location has an address attached, Basementgrid requires GPS-verified photos. Leave the address blank during site setup if location verification is not required for the job.

4. Review, Approve & Deliver (Admin)

After field execution:

1. Review & Approve: The Workspace Admin reviews time logs, notes, and repair photos, then taps Approve.

2. Deliver Deliverables:

   • Option A (Export PDF): Click Export PDF to send a formal repair report to your client via email.

   • Option B (Direct Access via Requester Link): If the customer was assigned as the Reported By contact in Step 2, send them the direct Work Order link, allowing them to directly get the report/submitted form via Export PDF themselves whenever they need it.