FexaAI includes a built-in troubleshooting feature that can help you resolve facility issues without needing to dispatch a vendor, and always results in a more detailed, higher-quality work order.
What is Troubleshooting in FexaAI?
After you describe your issue and FexaAI fills in the required fields (Client, Store, Category, etc.), FexaAI may enter a troubleshooting phase. During this phase, FexaAI asks you a series of follow-up questions designed to:
Gather more detail about the problem to create a higher-quality work order
Help diagnose the root cause of the issue
Determine if the issue can be resolved on-site without dispatching a vendor
Troubleshooting questions are based on knowledge base documents specific to your organization's trades and categories. They are not generic — they are tailored to the type of issue you are reporting.
How Troubleshooting Works
You describe your issue (e.g., "The toilet in the women's restroom is leaking")
FexaAI fills in the required work order fields
FexaAI enters the troubleshooting phase and asks targeted follow-up questions, such as:
"Is there standing water on the floor?"
"Is the leak occurring during flushing or continuously?"
"Have you placed an out-of-order sign on the affected fixture?"
Your answers are captured and added to the work order description
What Happens After Troubleshooting
There are two possible outcomes:
Outcome 1: Issue Resolved (Call Avoided)
If your answers indicate the issue has been resolved without needing a vendor:
FexaAI confirms the resolution with you (e.g., "It sounds like the issue has been resolved. No dispatch is needed.")
A work order is still created, but it is marked as "Avoided"
The work order includes a record of the troubleshooting steps and resolution
No vendor is dispatched
This is called Call Avoidance — it saves your organization money by avoiding unnecessary truck rolls.
Outcome 2: Issue Not Resolved
If the issue cannot be resolved through troubleshooting:
FexaAI creates a work order for dispatch
The troubleshooting details are added to the work order description, giving the vendor valuable context
The vendor arrives better prepared with a clear picture of what was already tried
Example: Work Order With Troubleshooting
Here is an example of how troubleshooting improves the work order description:
With troubleshooting:
During an inspection of the women's restroom, a minor leak was identified in one of the toilets, which only occurs during flushing. There is no standing water visible around the base or on the floor. As a precautionary measure, an 'Out of Order' sign has been placed on the affected stall to prevent customer use. The restroom remains functional as other toilets are available for customer use."
Without troubleshooting:
"New branch hours signage needed for San Jose location. Request for updated vinyl door signs displaying new branch hours. 7am till 4pm Mon-Fri."
The troubleshooting version gives the vendor substantially more detail to work with, leading to better first-time fix rates.
Not All Categories Use Troubleshooting
Troubleshooting is configured on a per-category basis by your organization. Some categories may have troubleshooting turned off because:
The issue type is straightforward and does not benefit from follow-up questions
The category requires urgent action (e.g., emergencies, flooding)
Your organization has decided to skip troubleshooting for certain trades
If troubleshooting is turned off for a category, FexaAI will still capture the issue details and create the work order — it simply skips the follow-up question phase.
How "Avoided" Work Orders Appear in Fexa
Work orders that are resolved through troubleshooting appear in the Fexa work order grid like any other work order, but are marked as "Avoided". This allows:
Facilities Managers to see which issues were resolved without dispatch
Your organization to track cost savings from call avoidance
Reporting on how often troubleshooting successfully resolves issues
Tips During Troubleshooting
Answer each question carefully — The more detail you provide, the better the work order description
Be honest about the situation — If the issue is not resolved, say so clearly. FexaAI will create a standard work order
Take photos during troubleshooting — Visual evidence strengthens the work order regardless of the outcome