Workflow Template
Defect / rework report and close-out Workflow
Captures defects reported on a job, triages by severity to set rework deadlines, assigns rework to the crew, has the supervisor verify the fix, loops back to the crew if not resolved (up to 2 times), then closes the defect and notifies the customer with a summary.
A customer or site team member spots a defect on a job, and instead of a scramble of texts and sticky notes, this workflow turns it into a tracked record from the moment it's reported. It automatically sets rework deadlines based on how severe the defect is, assigns the fix to the crew, has the supervisor verify the work, and loops back to the crew if it's not resolved the first time. Once the defect is closed out, the customer gets an email summary of what was done, so your team spends less time chasing status updates and more time actually fixing things.
Business Outcomes
- Faster response to critical defects through automatic severity-based deadlines
- Clearer accountability with rework and verification tasks assigned to specific people
- Fewer defects slipping through the cracks thanks to built-in rework loops
- Less manual chasing for status updates, with progress visible on each record's timeline
- More consistent customer communication with an automatic close-out summary email
Workflow Steps
Steps
- 1Create Defect Recordcreate record
Registers the submitted defect report as a new record.
- 2Set Status to Reportedupdate record
Sets the defect status to Reported.
- 3Send Acknowledgement Emailsend email
Emails the reporter an acknowledgement with the defect reference number.
- 4Route by Severity
Routes the defect to the appropriate rework due date based on severity.
severity: "Critical"→Crew Rework Task (Critical)severity: "Major"→Crew Rework Task (Major)severity: "Minor"→Crew Rework Task (Minor)Default→Crew Rework Task (Minor) - 5Crew Rework Task (Critical)create task
Assigns the crew a rework task due in 1 day for a critical defect.
- 6Crew Rework Task (Major)create task
Assigns the crew a rework task due in 3 days for a major defect.
- 7Crew Rework Task (Minor)create task
Assigns the crew a rework task due in 7 days for a minor defect.
- 8Save Rework Detailsupdate record
Persists the rework details captured by the crew onto the defect record.
- 9Supervisor Verification Taskcreate task
Asks the supervisor to check the rework and record the result and root cause, due in 2 days.
- 10Save Verification Detailsupdate record
Persists the supervisor's verification result and root cause onto the defect record.
- 11Route Verification Outcome
Routes the defect to close-out if resolved, or back to the crew for further rework if not.
verification_result: "Closed out"→Set Status to Closedverification_result: "Not resolved"→Return to Crew for Further ReworkDefault→Return to Crew for Further Rework - 12Return to Crew for Further Reworkrestart from step
Closes this iteration and restarts from the crew rework stage since the defect was not resolved, up to 2 times.
- 13Set Status to Closedupdate record
Sets the defect status to Closed once verified as resolved.
- 14Summarise Rework for Customerai summarise
Generates a short summary of the rework carried out for the customer notification.
- 15Send Closure Email to Customersend email
Emails the customer confirming the defect has been fixed, with a summary of the rework done.
Fields
- Reporter Name*
- Reporter Email*
- Job Reference*
- Customer Name*
- Customer Email*
- Site Address*
- +13 more fields
Forms
Defect Report Form
11 fields
Data Views
Defects Overview
job_reference, site_address, severity, likely_cause +3 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
Similar Categories
FAQs
Do I need to set up separate forms for different defect severities?
No, there's a single request form that captures the defect details including severity. The workflow then automatically routes the record and sets the rework deadline based on the severity chosen, so your team doesn't need multiple forms or manual sorting.
Can my team customise the rework deadlines for each severity level?
Yes, you can describe the change you want in plain English, or edit the steps directly in the workflow editor, to adjust the 1, 3 and 7 day deadlines for critical, major and minor defects. Earlier versions of the workflow are kept, so you can review changes over time.
Who is involved in fixing and verifying a defect?
The crew is assigned the rework task, where they record whether the rework is done, materials used, hours, cost and photos. The supervisor then completes a verification task, recording the result and root cause, before the defect is closed or sent back for further rework.
What happens if the supervisor finds the rework isn't resolved?
If the verification result is 'Not resolved', the workflow routes the defect back to the crew for another round of rework, and this loop can repeat up to two times. Once resolved, the record status is set to Closed and a summary is prepared for the customer.
Is this suitable for jobs where the customer needs to stay informed without logging into anything?
Yes, the customer only needs to submit the original defect report through the public request form or a form emailed to them, and they'll receive an acknowledgement email with the reference number plus a closure email with a rework summary. They never need to create or log into an account.
Can we see how many defects are open, in rework or closed at any time?
Yes, each defect is a record with a status, reference number and timeline of what's happened, and table views and dashboards group records by status. This makes it easy to see at a glance which defects are Reported, in rework, or Closed.
Do I need any special integrations to send the acknowledgement and closure emails?
No, email is built into the platform and works out of the box for both the acknowledgement and closure emails. A workspace can optionally route email through its own AWS SES account, but that's not required to get started.
How is the rework information from the crew actually saved?
Because the workflow waits for the crew's rework task, the details they enter, including materials used, hours, cost and photos, are saved directly onto the defect record. The same applies to the supervisor's verification result and root cause, so the full history stays with the record's timeline.
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