Blocked drain service request Workflow

What happens if a customer marks their request as Urgent but the office can't book within 1 day?

The workflow assigns the office a booking task with a 1-day due date when urgency is set to Urgent, but the task stays open until the office records a Scheduled Visit Date and Assigned Plumber. The record's status stays at New Request until that step is completed, so nothing moves forward silently. The due date is a target shown on the task, not a hard system block, so the office can complete it whenever the visit is actually confirmed.

Can this handle urgency values other than Urgent or Standard?

Yes, the routing step includes an 'otherwise' branch for any other urgency value submitted on the form. This means the workflow can be extended to route unusual or blank urgency entries to a specific booking task if needed. The workflow editor lets a workspace add or adjust these branches without redevelopment.

What if the plumber's outcome doesn't match Cleared, Further work needed, or Unable to complete?

The job outcome routing step also has an 'otherwise' branch to catch any other value recorded on the plumber's task. This keeps the record moving through a defined path instead of stalling, and the outcome value itself is still saved to the record. A workspace can edit this branch in the workflow editor to send a different email or task if their plumbers use additional outcome labels.

Who is responsible for each step in this workflow?

The office handles both booking tasks (urgent and standard visits) and the further-work quote task, while the assigned plumber completes the field task recording cause, method, work done, photos and outcome. All of these are assigned to workspace members, and the customer takes part only through the request form and emailed forms, without needing an account. Every task and status change is added to the record's timeline.

Does the office need to wait for the quote before the customer hears about further work?

No, the customer is emailed the plumber's findings and the further-work notice as soon as the outcome is routed, before the quote task is even due. The office quote task is due 2 days later and doesn't hold up that customer email, since the workflow doesn't wait for it. The quote notes are saved to that task and shown in the record's task list.

What happens to the feedback survey if the customer doesn't respond?

The feedback form is sent by email 2 days after the completion summary, and since the workflow doesn't wait for it, the record's status remains Completed regardless of whether the customer replies. If a response is submitted, the rating and comments are saved as answers on the record. This keeps the completed job visible in table views and dashboards without depending on customer action.

Can we customise the booking deadlines or the email content?

Yes, due dates for the booking and quote tasks, and the wording of any email, can be changed by describing the change in plain English or editing the step directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted. This makes it straightforward to adjust urgency thresholds or messaging as the business's process evolves.

What information does the plumber actually record on-site, and where does it go?

The plumber's task captures the Cause of Blockage, Clearing Method Used, Work Done, Job Photos and Outcome, and because the workflow waits for this task, all five fields are saved directly to the service request record. This data then drives which outcome branch the record takes next. It also stays visible in the record's timeline for reference on future jobs at the same site.

How does the record show where a job currently stands?

Each service request has a status — New Request, Booked, Completed, Further Work Required, or Unable to Complete — that updates automatically as the workflow progresses. Table views and dashboards group records by this status, and the full timeline of tasks, emails and status changes is kept on the record. Businesses using this data for their own compliance or record-keeping needs should confirm it meets their specific obligations.