Features
Everything a request needs, nothing it doesn't.
JFS OPS is the control layer for unresolved work between your existing systems — built for facilities and workplace teams. It captures requests from every channel, keeps the whole record with the work order, routes with human oversight, tracks commitments, escalates safety issues, remembers patterns, and proves what happened — without the bloat of enterprise ITSM or the chaos of a shared inbox.
The lifecycle
From request to resolution, every step is visible.
A request moves through a clear lifecycle. At each stage, the owner, the next action, and the due date are explicit — not buried in an email thread.
New
Captured, awaiting triage
Assigned
Owner confirmed
In progress
Work under way
Needs review
Checkpoint before closing
Resolved
Fixed and confirmed
Closed
Archived with history
Escalated
Any stage can escalate — safety-flagged requests route to Management review immediately and bypass the normal path.
Illustrative workflow using sample data. No customer data shown.
Control center
The Operations Desk
One queue for every request — not scattered across email, chat, hallway conversations, and memory. Search across every request, filter by status, assignee, team, or urgency, and save the views you use every day. The desk shows what is open, who owns it, and what happens next, without a meeting.
- Search across all requests — title, location, requester, ID
- Triage view: unowned requests, most overdue first
- Status, assignee, team, and urgency filters
- Personal saved views for your daily workflow
- Overdue and unowned indicators at a glance
- Needs-attention view for urgent and overdue items
One record
One record keeps the whole story together
Every work order carries its whole record: the emails, messages, invoices, inspections, and notes connected to it. A correlator links related items automatically — an exact work-order or invoice reference attaches directly; looser matches go to a human to review. No fuzzy auto-merging, and nothing uncertain is linked without a person confirming it.
- One working record per issue — not five scattered threads
- Automatic linking on work-order and invoice references
- Human review for anything less than certain
- Link, unlink, or reassign items by hand at any time
Capture
Intelligent intake
Requests arrive by email, QR-code occupant reporting, 30-second call and walk-up logging, or operator entry — and land in the same queue with the same structure. Email intake deduplicates by message ID, so a reply-all storm does not create five tickets for one problem. Every request gets a category, urgency, location, and description from the start.
- Email-to-request with deduplication
- QR-code issue reporting for occupants — no login
- Call and walk-up logging in about 30 seconds
- Structured intake form for consistent data
- Automatic category and urgency suggestions
- Duplicate detection across channels
Judgment
Deterministic triage, human-confirmed
When a request arrives, JFS OPS suggests a category, urgency, owner, and team — with the reason shown for each suggestion. A person confirms or overrides. The system never auto-assigns silently, and every suggestion carries its reasoning. Ownership is never a guess, and the human is always in the loop.
- Suggested owner with reason codes
- Urgency recommendation based on rules you define
- Category detection from description patterns
- Human accept or override on every suggestion
- No silent auto-assignment — ever
Commitments
SLA management that means something
Response and resolution targets by urgency: Critical (4h / 24h), High (8h / 3 days), Medium (24h / 7 days), Low (48h / 14 days). The clock starts at creation and runs continuously. Pre-breach warnings at 75% of the resolution target give you time to act — not just a report that you missed it.
- Four-tier urgency scale with clear targets
- Pre-breach warnings before the deadline
- Overdue highlighting in the queue
- SLA compliance reporting in Reports
Non-negotiable
Safety escalation
Safety-flagged requests route to management review immediately — not when someone gets around to it. Closing a safety escalation requires an operator plus a written resolution note. The evidence trail is append-only: what happened, when, and who confirmed it cannot be edited after the fact.
- Immediate management review for safety flags
- Written resolution note required to close
- Immutable audit trail for every safety event
- Zero unacknowledged safety requests — measured, not asserted
Accountability
Vendor ledger
When you promise a date to a requester, or a vendor promises a date to you, it is recorded. If the date passes and the job is still open, it is marked as a commitment missed — neutral wording, factual record. The ledger is internal-only, and it builds the history you need for honest conversations with vendors.
- Promised dates tracked per request
- Missed commitments flagged automatically
- Internal-only — not shared with vendors
- History builds leverage for renewals
Learning
Recurring-issue memory
Same category, same location or asset, similar description within 30 days — at the third occurrence, the desk flags it: “this has happened 3 times” and suggests opening a problem record. You stop fixing the same leak every month and start fixing the pipe.
- Deterministic matching — no black box
- Three-strike flag with problem-record suggestion
- Pattern visibility across time and location
Prevent
Inspections that feed the work
Daily, weekly, monthly, cleaning, and annual building inspections run from the same desk. Failed findings flow straight into work orders — nothing found on a walkthrough dies in a PDF. Annual findings can feed capital project requests.
- Daily, weekly, monthly, cleaning, and annual programs
- Phone-first run checklists for the field
- Failed findings become work orders automatically
- Annual findings feed capital planning
Oversight
Operational Review — AI that advises, never decides
An hourly review threads signals across channels — the email, the vendor promise, the inspection finding — into a handful of findings, each with its evidence and a recommended decision. It is advisory only: every consequential move waits for a human to confirm. No autonomous messaging, dispatch, or safety calls.
- Cross-channel investigation threads
- A handful of findings — never a flood of alerts
- Evidence and reasoning shown with each finding
- Humans confirm every consequential action
Insight
Reporting that drives improvement
SLA compliance, recurring-issue investigations, vendor facts, and the financial-exposure queue. The Metrics page tracks how long things take — response, acknowledgement, start, and resolution times; vendor promise-versus-completion; intake turnaround — measured from the event trail, never guessed. The reports answer the questions you actually ask in operations reviews: where are we slow, what keeps breaking, and are we getting better?
- SLA compliance reporting
- Recurring-issue investigations and trends
- Vendor facts and the financial-exposure queue
- Time metrics: response, acknowledgement, start, resolution
- Exportable for leadership and audits
Ageing
See where requests get stuck.
The ageing view shows how long requests sit at each stage, by category and team. Bottlenecks become visible — not as anecdotes, but as data.
How long the open queue has been waiting, stacked by status.
Illustrative workflow using sample data. No customer data shown.
Illustrative workflow using sample data. No customer data shown.
Features
See it on your operation.
A four-week pilot with one team proves whether JFS OPS earns a wider rollout. We agree what 'working' means before we start — then measure it.