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How to work with requests

Who should submit requests? And how should they do it? Who is responsible for managing them? In this article, we’ll answer these questions — and more.

Let’s start with what a request is

A request is simply when someone outside the maintenance team wants to pass something on to the maintenance team. This “something” can be a malfunction, but also a modification or an improvement suggestion. As the ControlOffice administrator, you decide which types of requests can be created.

Perhaps you are currently handling this through WhatsApp messages, phone calls, emails, or face-to-face conversations — which makes it easy to lose track of who said what and when. This can be solved by, for example, giving production the rights to create requests. This way, you combine the many streams of incoming information into one clear and manageable list.

Why create and record requests in a structured way?

The main value of creating requests lies in structure, speed, and insight for your maintenance team.
In short: without requests, you work reactively and chaotically. With requests, you work in a structured way and continuously improve.

The main benefits:

1. Nothing gets lost
Verbal or informal requests via WhatsApp or email are easily forgotten.
By logging a request, you always have a complete overview of all open and completed tasks.

2. Faster, more targeted responses
Requests contain location, priority, and description, allowing the right technician to start immediately — reducing unnecessary waiting time or miscommunication.

3. Clear prioritization
You can instantly see which requests are urgent and which can wait.
This prevents small issues from growing into major breakdowns.

4. Better communication
Everyone in the team can track the status of a request. The requester knows whether it has been picked up, what the status is, etc. This reduces frustration and prevents duplicate requests.

5. History and analysis
Because all requests are stored, you can see which issues occur frequently. This helps you address root causes instead of fighting the same fires repeatedly.

With requests, you capture every task, malfunction, or maintenance need immediately — ensuring nothing is forgotten. Your team sees at a glance what needs to be done and how urgent it is, enabling faster responses, fewer misunderstandings, and better progress tracking. Over time, you build a history that allows you to identify and solve recurring problems.

The result: less downtime, greater efficiency, and a maintenance team that always has control.

How can you create a request?

There are three ways to create a request:

1. Via the web application
From your laptop or PC, you can easily create a request and optionally attach photos or videos.

2. Via the app
In the field, you can use the app to create requests. Simply scan the QR code of the correct asset to link the request directly to the right object. You can also take and attach photos or videos directly from the app.

3. Via the API
A PLC or other external system can create requests through our API. For example, if the temperature is too high or the oil level is too low, a sensor can send that information to ControlOffice so action can be taken immediately.

What information should you enter when creating a request?

The information you require from the requester is crucial — the better the request is filled in, the less follow-up you need, and the faster you can respond. The exact fields may differ per company, depending on working methods and existing guidelines. Common examples include:

  • The object
    Probably the most important field — where is the problem occurring? This lets the maintenance team know exactly where to go and what to bring (based on the bill of materials).

  • What is the issue?
    A clear description of the problem or the message is essential. Simply stating “broken” or “not working” doesn’t help much in solving the problem quickly.

  • Type of request
    Use a dropdown to indicate whether it’s a malfunction, improvement suggestion, or modification. This helps the maintenance team classify and prioritize the request — for example, a malfunction usually requires faster action than a modification.

  • Who created the request and when
    ControlOffice automatically logs the creator and timestamp. This is essential for follow-up questions or clarifications.

  • Priority
    This can be tricky — if requesters set the priority themselves, everything might become “high priority.” Proper instructions on which priority applies to which type of issue can help avoid this problem.

  • Photos or videos
    As the saying goes: a picture is worth a thousand words. A good photo can help the maintenance team identify the problem before even arriving on site, speeding up resolution significantly.

ControlOffice allows you to add any fields you like to a request, so much more information can be captured if needed.

Managing requests

Someone needs to manage incoming requests. In larger maintenance teams, this is usually the work planner(s), while in smaller teams it might be the head of maintenance or one of the on-duty technicians.
A request can be approved (converted into a work order) or rejected (canceled). This can be done in both the app and the web application.