Fire protection service request Workflow

What does this workflow record at each stage of a service request?

The workflow records the customer's original submission details, the current status (such as New Request, Booked, Completed, Further Work Required or Unable to Complete), and a timeline of what happened on each request. Key data such as visit date, assigned technician, equipment inspected, defects found, work done, parts used and outcome are saved directly to the record. This gives office staff a consistent view of every request's progress from a single reference number.

Who is involved in booking and carrying out the technician visit?

Office staff are assigned the booking task, which is routed with a due date based on the urgency selected on the request form — one day for urgent requests and three days for standard requests. Once the visit is scheduled, a fire protection technician is assigned the inspection task, where they record findings, work done, parts used and the outcome. The workflow waits for both of these tasks to be completed before moving the record forward.

How do we change the SLA timeframes for urgent and standard visits?

The due dates for the urgent and standard booking tasks can be adjusted by describing the change in plain English or by editing the relevant steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed. This makes it straightforward to adjust SLA timeframes as service commitments change.

What happens at the inspection outcome decision point?

Once the technician records the outcome, the workflow routes the request down one of three paths: Completed, Further Work Needed, or Unable to Complete. A Completed outcome sets the status to Completed, emails the customer a summary, and later requests feedback. Further Work Needed sets the status accordingly, emails the customer the findings, and creates an office task to prepare a quote, while Unable to Complete sets that status and emails the customer the inspection findings.

How is customer feedback collected and where is it stored?

Two days after a completion summary email is sent, the workflow sends the customer a feedback form asking for an overall satisfaction rating and any comments or suggestions. Because the workflow waits for this task, the answers are saved directly to the service request record. This keeps satisfaction feedback alongside the rest of the request's history for review.

Who prepares the quote for further work, and is it tracked on the record?

When the technician records a Further Work Needed outcome, a task is created for office staff to prepare a quote, due in two days. This task is not one the workflow waits for, so the quote notes entered are kept with that task and shown in the record's task list rather than saved directly to the record fields. The request status itself is still updated to Further Work Required so overall progress remains visible.

How does the workflow keep customers informed without requiring them to log in?

Customers submit their initial request through a public request form and receive all subsequent communication — acknowledgement, visit date confirmation, completion summary, further work findings, or unable-to-complete notice — by email, without needing to create an account. This keeps customers updated at each stage while all record-keeping and status tracking happens within the workspace.

Can this workflow be adjusted for different equipment types or service categories?

Yes, the request form fields, routing rules and task assignments can be edited in the workflow editor, or updated by describing the required change in plain English. This allows a workspace to adapt the fields captured, such as equipment or urgency options, or adjust routing logic as service categories evolve. Each change is saved as a new version, with earlier versions retained.

What visibility does office management have into open and overdue requests?

Each service request is a record with a reference number, current status and full timeline, and table views and dashboards display records grouped by status. This allows office management to see at a glance how many requests are New, Booked, Completed, awaiting further work, or marked Unable to Complete. Workspace activity is also logged, supporting oversight of how requests are progressing across the team.