Refrigeration service / breakdown request Workflow

What does this workflow record for each breakdown request?

Each submitted request becomes a record with a reference number, a status, and a timeline of what happened. As the request progresses, the record captures the visit date and assigned technician, and later the technician's diagnosis details such as fault found, temperatures before and after, refrigerant added, work done, parts used, job photos, and outcome. Because the workflow waits for the booking and job completion tasks, these details are saved directly on the record rather than staying with the task.

Who is involved in booking the technician visit?

Office staff are assigned the booking task, with the due date set based on the urgency selected on the request form. Urgent requests are booked within 1 day and standard requests within 3 days. The office member enters the visit date and assigns a refrigeration technician, which the workflow then saves to the record and uses to set the status to Booked.

Who completes the on-site job details?

The assigned refrigeration technician completes a task on site recording the diagnosis, work performed, and outcome. The workflow waits for this task, so the fault found, temperature readings, refrigerant added, work done, parts used, job photos, and outcome are all saved to the record.

What happens at the job outcome decision point?

Once the technician records the outcome, the workflow routes handling based on whether the job was fixed, needs further work, or could not be completed. A fixed outcome sets the status to Completed and triggers a work summary email followed by a feedback request two days later. Further work or unable-to-complete outcomes set a corresponding status and send the customer an email with the technician's findings.

How is the customer kept informed during the process?

The customer receives an acknowledgement email with their reference number as soon as the request is created, followed by a confirmation email once the visit is booked. After the job, they receive an email appropriate to the outcome — a work summary, findings with further work needed, or findings for a job that could not be completed — and, for completed jobs, a feedback form is sent two days later.

How do we change the urgency routing or task due dates?

The workflow can be adjusted by describing the change in plain English or by editing the routing and task steps directly in the workflow editor. This allows the due dates for urgent and standard bookings, or the urgency conditions themselves, to be updated without a development project. Earlier versions of the workflow are kept, so changes can be reviewed over time.

What happens when further work is needed?

When the technician's outcome is Further work needed, the status is set to Further Work Required and the customer is emailed the findings along with a note that further work is required. A fire-and-forget task is then created for the office to prepare a quote, due in 2 days, with quote notes recorded on that task.

Does the customer need an account to submit a request or respond to forms?

No account is required at any stage. Customers submit their initial breakdown request through a public request form, and later interactions, such as the feedback form, are sent directly to their email address.

How is job progress tracked across the workspace?

Each request record carries a status — such as New Request, Booked, Completed, Further Work Required, or Unable to Complete — that updates automatically as the workflow progresses. Table views and dashboards in the workspace show records grouped by status, and workspace activity is logged, making it easier for office staff to monitor requests at a glance.