Fire protection maintenance service report Workflow

What does this workflow record for each service visit?

Each submitted service report becomes a record with a reference number, capturing the technician's details, systems serviced, checks performed, defects found, photos, and next service due date. As the record progresses, the workflow adds status changes such as Submitted, Critical Defect, Quote Sent, or Complete, along with a timeline of what happened. Task outputs the workflow waits for, such as repair notes and photos, are also saved directly to the record.

Who is involved in handling a critical defect?

When a technician reports critical defects, the client is notified urgently by both email and SMS about the impairment. A technician is then assigned a task, due within one day, to record the repairs or interim measures taken along with photos, which the workflow waits for before marking the record complete. The client receives a further email once these repairs are confirmed.

Who is involved when minor defects are found?

For minor defects, a member of the office team is assigned a task, due within three days, to price the repairs and record the quote amount on the record. The client is then emailed a form showing the defects and quote for their approval or decline decision. Depending on their response, a technician records the completed repairs, or the record is marked as Repairs Declined.

What happens if the client declines the repair quote?

If the client declines the quote, the record status is set to Repairs Declined and the client receives an email confirming that the defects remain unrepaired. The workflow notes that these defects are flagged for the next scheduled service. The decline decision and any comments the client provides are recorded on the record.

How do we change this workflow to suit our own service process?

A workflow can be adjusted by describing the desired change in plain English or by editing its steps directly in the workflow editor. This could include changing task deadlines, adjusting the wording of client messages, or adding further routing conditions. Earlier versions of the workflow are kept, so changes can be reviewed over time.

Do clients need an account to respond to quotes or service updates?

No. Clients take part entirely through emailed forms and messages sent to them, such as the quote approval form, without needing to create or log into an account. Their responses, including quote decisions and comments, are captured directly on the record.

Who can see the status and history of a service report record?

Workspace admins and members can view records through table views and dashboards that show records grouped by status, such as Submitted, Quote Sent, or Complete. Each record's timeline reflects the actions taken, and workspace activity is logged. Tasks and approvals are assigned to specific team members as they arise in the workflow.

How are technicians and office staff notified of their tasks?

Tasks such as recording critical or minor repairs, or pricing a quote, are assigned to team members within the workspace as the workflow reaches those steps. Some tasks, like recording critical repairs, have a set due date, while others, such as recording minor repairs, do not. The workflow waits for these tasks to be completed before moving the record forward, and the information entered is saved to the record.