How Graicx processes service requests

When a service request is submitted, Graicx runs the following stages in order:

• Submission — the request is received and structured input is captured, including location, room, asset, and service category where provided.
• Duplicate check — Graicx compares the request against recent requests at the same site. If a likely duplicate is found, the request is flagged for review or merged automatically depending on policy.
• AI classification — Graicx classifies the request, suggests a service category and priority, and generates context for review. If AI triage is disabled by policy, this stage is skipped.
• Review gate — requests that fall below the configured confidence threshold, contain safety language, are flagged as potential duplicates, or are routed by a workflow rule are sent to manual review instead of continuing automatically.
• Work order creation and assignment — high-confidence requests that pass the review gate can become work orders automatically if policy allows. Smart Assignment can then assign the work order to a suitable technician during creation.

• Low AI confidence — the request is classified but the confidence falls below the configured threshold.
• Safety flag — the request text contains language indicating a potential safety risk. Safety-flagged requests always go to manual review.
• Potential duplicate — a similar recent request was found and the duplicate action is set to flag for review.
• Workflow rule — a rule with a route to review action fires and sends the request to the review queue.

When a request is in review, an admin sees the context needed to make a decision:

• The review reason, such as safety flag, low confidence, or potential duplicate.
• AI classification output including suggested category, priority, and review notes, if triage ran.
• Duplicate candidates with match context, if the request was flagged as a potential duplicate.
• The original request text and any structured input fields submitted.

From the review screen, an admin can approve and continue processing, merge or dismiss a potential duplicate, or handle the request manually.

• Use workflow policies to configure which stages run, what thresholds apply, and whether each stage is active at account, client, or site level.
• Use workflow rules to automate responses to specific conditions, such as sending a notification when a safety flag is raised or routing specific request types to review.