Leak Detection and Repair Report Workflow

What happens if the meter test still shows flow after the plumber's second attempt?

The workflow loops the further investigation task back to the plumber for up to two additional attempts whenever the follow-up meter test still shows flow. Each attempt records the further leak found, repair done and new meter test result on the record, so the full history of attempts is visible in the record's timeline. Once a meter test confirms no flow, the record status changes to Repaired and the workflow moves on.

Can this handle jobs that are not insurance claims?

Yes. The workflow checks the 'Is this an Insurance Claim?' answer from the request form and only assigns the office an insurance report task when the answer is Yes. For jobs marked No, the workflow skips straight to waiting two days before sending the customer feedback survey.

What if the office doesn't complete the insurance report task within 2 days?

The insurance report task is due in 2 days, but the workflow does not wait for it to be completed before continuing to the next steps. Whatever the office enters, including the Date Insurance Report Sent, stays with that task and appears in the record's task list rather than being saved to the main record.

Who is involved in this workflow, and what do they each do?

A plumber submits the initial leak detection and repair report through the request form, and is assigned a further investigation task if the meter test still shows flow after repair. The office is assigned a task to prepare insurance report details when the job is flagged as an insurance claim. The customer receives an emailed leak report once the job is marked Repaired, followed by a feedback form two days later — customers take part through these emails without needing an account.

What happens at the initial meter test decision point?

Right after the leak report record is created, the workflow checks the Water Meter Test After Repair answer from the request form. If it shows Still flowing, the status is set to Further Investigation and a task is assigned to the plumber. If it shows No flow - leak fixed, the record moves straight to Repaired status and the customer email step.

Can we customise the questions on the request form or feedback survey?

Yes. A workspace can edit the workflow's steps in the workflow editor, or describe the change in plain English, to adjust fields on the request form, the plumber's task, or the customer feedback form. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

What does the customer actually receive from this workflow?

Once the record status is set to Repaired, the customer is emailed the leak location, cause, repair done and final meter test result. Two days later, they receive a feedback form by email asking for an overall satisfaction rating from 1-5 and any comments or suggestions. Customers take part entirely through these emailed forms without needing to log into an account.

How is job status tracked across all these steps?

Each submitted leak report becomes a record with its own reference number, status and timeline. The status moves through Submitted, Further Investigation and Repaired as the workflow progresses, and table views or dashboards can show records grouped by status. Every step, task assignment and routing decision is logged in the record's timeline for reference.

What if a job needs to record additional details specific to our business, like different detection methods?

The request form and task fields can be adjusted in the workflow editor to add, remove or rename fields such as detection methods or materials used. Any change is described in plain English or made directly in the editor, and takes effect for future submissions once published. Each business should confirm which details it needs to capture for its own record-keeping requirements.