Planned maintenance service visit Workflow

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

The workflow records the initial submission details from the request form, then updates the record's status as it moves through Submitted, Complete, Urgent Repair, Quote Sent, or Repairs Declined. Where the workflow waits for a task or emailed form, such as the technician's repair details, photos, and the client's quote decision, those answers are saved directly to the record. The record's timeline reflects each of these transitions, giving a full history of the visit.

Who is involved in handling urgent defects found during a visit?

When urgent defects are found, the client is emailed a notification automatically, and a technician is assigned a task due in 1 day to carry out and record the urgent repairs, including repair photos. The workflow waits for this task before saving the repair details to the record and notifying the client that repairs are complete. No office involvement is required for the urgent defect path.

Who prices and approves repairs for minor defects?

For minor defects, an office team member is assigned a task due in 3 days to price the repairs and record the quote amount, which is then saved to the record. The client receives an emailed form showing the defects and quote amount, and their approve or decline response drives the next step. This keeps pricing internal to the office while final approval rests with the client.

What happens if the client declines the repair quote?

If the client declines, the record status is set to Repairs Declined and the client receives an email confirming that the noted defects remain outstanding and will be recorded for the next service. No repair task is created in this branch. This keeps a clear record of declined items for future reference.

What happens if the client approves the repair quote?

On approval, a technician is assigned a task with no fixed due date to carry out the minor repairs and record the repairs made along with photos. Once that task is completed, the details are saved to the record, the status is set to Complete, and the client is emailed confirmation that the approved repairs are finished. This gives visibility into which minor repairs are still pending versus completed.

How do we change what the request form or client quote form asks for?

Fields on the request form or the emailed quote approval form can be adjusted by describing the change in plain English or by editing the relevant step 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 adapt the visit or quote details captured as maintenance programmes evolve.

How do we adjust task deadlines or assignees for repairs?

The due dates and assignees for tasks such as the technician's urgent repair task or the office's quote pricing task can be edited directly in the workflow editor. Tasks are assigned to workspace members, and changes to who is responsible or when a task is due take effect for future runs of the workflow. This allows the process to be tuned to staffing and response-time expectations without rebuilding the workflow.

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

Clients receive updates and forms by email at each key stage, including defect notifications, quote approval requests, and repair completion messages, without needing to create an account. Their responses, such as approving or declining a quote, are captured through the emailed form and saved to the record. This keeps the client engaged in the process while all record management stays within the workspace.

How can we see the current status of all planned maintenance visits?

Each service visit is a record with a reference number, a status, and a timeline of what happened, and table views and dashboards display these records grouped by status. This makes it possible to see at a glance how many visits are Submitted, Urgent Repair, Quote Sent, Repairs Declined, or Complete. Workspace activity related to the workflow is also logged for oversight.