Updated: Jul 23, 2026 • 3 min read
Automate a work order SLA report
A work order SLA report should show which exceptions threaten the contract and which process or supplier is causing them.
Why this workflow breaks
Portfolio averages look acceptable while urgent tickets, repeat faults, or specific sites breach response and resolution commitments.
Manual reporting usually fails in three places:
- The source period or metric definition is unclear.
- Exceptions are displayed without context or an accountable owner.
- The final narrative is recreated after the analysis is complete.
The goal is not to remove the operations director, account director, regional facilities manager, or contract manager from the decision. It is to prepare consistent evidence and a reviewable first draft before the deadline.
Data to connect
Start with read-only access to CMMS, help desk, dispatch system, asset register, client SLA matrix, site roster, and contractor ownership data.
Document the reporting period, source of truth, owner, and refresh schedule for each input. If two systems disagree, the Agent should flag the conflict and show both values instead of silently selecting one.
Metrics and signals
- response and resolution time
- SLA attainment
- open work order aging
- priority and severity
- reopen and repeat-fault rate
- site, trade, and contractor
Use thresholds that correspond to an action. A red status without a defined response becomes noise. Review thresholds after the first three runs and record any definition change.
What the Agent should produce
The expected output is a daily exception list and monthly SLA narrative with breached tickets, root-cause patterns, commercial risk, and assigned owners.
A strong output contains:
- An executive summary written for the person who must act.
- The reporting period and source timestamp.
- Current value, comparison value, and material variance.
- Evidence for each exception.
- A named owner and recommended next action.
- Missing data and unresolved questions.
Example Agent instruction
"Review open and closed work orders against the client SLA matrix. Calculate response and resolution performance by site, priority, trade, and contractor. Rank active breaches and repeat faults by safety, customer, and commercial impact. Include ticket evidence and never change priority retrospectively."
Add your own thresholds, recipients, approval rules, and output format. Keep the first version internal until the owner confirms that the calculations and narrative match the existing process.
Implementation workflow
- Connect the approved sources through Connectors or provide a controlled export.
- Write down metric definitions and materiality thresholds.
- Run one historical period and compare the result with the manually approved report.
- Correct mapping, ownership, and narrative issues before scheduling.
- Deliver recurring internal drafts in a Document.
- Require approval before any external message or high-stakes recommendation.
- Use Logs to review sources, timing, outputs, and failures.
Review checklist
Before approving an output, confirm:
- The reporting period and source data are complete.
- Every material number reconciles with the source of truth.
- Comparisons use the correct prior period, plan, or threshold.
- Commentary distinguishes evidence from interpretation.
- Sensitive information is included only for authorized recipients.
- Every exception has a clear owner or review queue.
How to measure success
Measure preparation hours saved, on-time delivery, exception lead time, false-positive rate, and the percentage of outputs approved without major correction. The workflow is successful when the owner begins the review with evidence and decisions, not with data collection.
Next step
Test this workflow on one reporting period with read-only data. Keep the current manual process running until the output reconciles, then schedule the Agent and review thresholds after the first three runs. Book a demo to map the workflow to your stack.