A vast amount of work orders is submitted daily which is a critical component of management for any facility. The process taken for prioritizing work orders, however, shows a high dependency on the extent of knowledge and experience of responsible staff available and is challenged by inconsistency in data collection, and uncertainty in decision-making. Making decisions and responding to a high number of requests demand intensive labor hours resulting in delays causing issues for facility managers. The high number of service requests, various work orders, and the required balance between cost and budget highlight the importance of the need for improving work order processing to optimize time and cost of buildings' operation. Through review of the literature, unstructured and semi-structured interviews, and a qualitative analysis approach, this paper identifies various challenges and gaps in user-driven decision-making for processing work orders and determines best practices. The challenges identified include inconsistency in prioritizing orders, lack of data requirements and knowledge management, cognitive workload and biases, and inconsistency in data collection. Using data-driven decision-making methods can address existing challenges, improve the process of prioritizing work orders and enhance the quality of the work performed by timely responding to submitted requests. This will improve the operation and maintenance of building facilities and increase occupants’ satisfaction. •Prioritizing and processing work orders constitute a big part of facility management.•Data requirements need to be defined to achieve more consistent and accurate results.•The paper explores existing practices for processing work orders.•Outcome of the study can be used for developing data requirements.