HVAC preventative maintenance service report Workflow

What does this workflow record at each stage of the service process?

The workflow records the full service report details submitted on the request form, including readings, defects found, and photos, as a record with a reference number and status. As the process moves forward, it also records urgent repair details, quote amounts, client approval decisions, and final repair details, all visible on the record's timeline alongside status changes such as Submitted, Urgent Repair, Quote Sent, or Repairs Declined.

Who is involved in handling a service report once it's submitted?

A technician submits the initial service report and is later assigned tasks to carry out urgent or approved repairs. Office staff are assigned a task to price minor repairs and record a quote amount, while the client receives email updates and, where relevant, a form to approve or decline a repair quote.

How does the workflow decide what happens after a service report is submitted?

The workflow branches automatically based on the Priority of Any Defects value entered on the request form. Reports marked as having no defects are set to Complete with a summary emailed to the client, minor defects move into the quoting and approval stages, and urgent defects trigger immediate technician dispatch and client notification.

What happens if a client declines a repair quote?

If the client selects Decline on the quote approval form, the record status is set to Repairs Declined and the client is emailed a notice confirming the defects remain and will be noted for the next service. The declined decision and any comments the client entered are captured on the record.

How are urgent defects handled differently from minor ones?

When Priority of Any Defects is set to Urgent defects, the record status changes to Urgent Repair, the client is notified immediately, and the technician is assigned a task due in one day to carry out the repairs. Minor defects instead move to an office task for pricing and a client quote approval form, since they don't require the same immediate turnaround.

Can we change how this workflow routes or assigns tasks?

Yes, the workflow can be changed by describing the desired change in plain English or by editing its steps directly in the workflow editor. Earlier versions of the workflow are kept, so adjustments to routing rules, task assignments, or due dates can be made without losing the previous configuration.

What information does the client see and provide during this process?

Clients receive email updates at key stages, including the service summary, urgent defects notice, and repairs complete notifications, without needing an account. When minor defects require a quote, the client is sent a form showing the defects and quote amount, on which they enter their approval or decline decision along with any comments.

Is the quote amount or approval decision visible on the record?

Yes, because the workflow waits for the office task that records the quote amount and the client's approval form response, both are saved directly to the record. This means the quote amount, the client's decision, and any comments are all part of the record's stored data and timeline.

What tasks are technicians assigned during this workflow?

Technicians are assigned a task to carry out urgent repairs, due in one day, when urgent defects are found, and a separate task with no due date to carry out approved repairs following client quote approval. In both cases, the workflow waits for the technician to complete the task and record what was done along with repair photos, which are then saved to the record.

How can a workspace track the overall status of service reports?

Each service report is a record with its own reference number, current status, and full timeline of activity, viewable through table views and dashboards that group records by status. This allows a workspace to see at a glance which reports are Submitted, awaiting quote approval, in Urgent Repair, or Complete.