Apologies, I haven't had a chance to reply yet!
Tracking a work order, to me, is following it from creation to completion then following up with the resident.
1. Resident places request -OR- Management identifies a deficiency to be corrected
2. Office team creates the work order in the management system. Enter in any access notes, permission to enter, or relevant notes that may impact the technician (Example: CAUTION - Drain Cleaner used in bathroom sink prior to call)
3. Assign the work order to the maintenance technician.
4. Technician checks out keys (if necessary) and responds to the location to begin work.
4(a). Technician identifies inventory / parts not available and places the work order into a delayed status.
5. Technician completes the work, indicates what they identified as the source of the problem (if possible), what parts / inventory was used, and signs off as complete.
6. Office Team receives the completed work order, enters the notes and inventory into the system, and then initiates follow-up with the resident.
7. Management reviews, then files the work order appropriately.
8. The issue pops back up, but is in the system already so we can identify a trend. ("Why are we having to snake this toilet every three weeks?")