Workflow Template
Work order and job card Workflow
Manages trade work orders from office intake through technician job-card completion, return visits, office review and customer invoicing summary, with priority-based technician task deadlines and automated job total calculation.
Picture a customer calling in a job, an office admin scribbling down the details, and someone chasing a technician for paperwork days later to work out what to bill. This workflow turns that into a single record: it captures the office intake, sets technician job-card deadlines based on priority, routes jobs that need a return visit back to the technician, and walks the office through reviewing the job card and confirming billing before the customer gets an emailed summary with the job total. Day-to-day, that means less time spent tracking down job details and a clear record of what happened and what's owed for each work order.
Business Outcomes
- Helps reduce time spent chasing technicians for job card details
- Supports faster turnaround on urgent jobs with automatic 1-day deadlines
- Makes it easier to track jobs needing return visits without losing details
- Reduces manual work in calculating job totals from labour and materials
- Improves visibility of every work order's status from issue to invoice
Workflow Steps
Steps
- 1Create Work Order Recordcreate record
Creates the work order record from the office intake form.
- 2Set Status to Issuedupdate record
Marks the work order as Issued once created.
- 3Route on Priority
Determines the technician task due date based on priority.
priority: "Urgent"→Technician Job Card (Urgent - due 1 day)priority: "Normal"→Technician Job Card (Normal - due 5 days)Default→Technician Job Card (Normal - due 5 days) - 4Technician Job Card (Urgent - due 1 day)create task
Assigns the technician a job card task due in 1 day for this urgent work order.
- 5Save Job Card to Recordupdate record
Persists the job card details captured by the technician to the work order record.
- 6Technician Job Card (Normal - due 5 days)create task
Assigns the technician a job card task due in 5 days for this normal-priority work order.
- 7Save Job Card to Recordupdate record
Persists the job card details captured by the technician to the work order record.
- 8Route on Job Outcome
Routes to a return visit or to office review based on the technician's recorded outcome.
job_outcome: "Return visit needed"→Set Status to Return Visitjob_outcome: "Complete"→Set Status to Office ReviewDefault→Set Status to Office Review - 9Set Status to Return Visitupdate record
Marks the work order as requiring a return visit.
- 10Office: Schedule Return Visitcreate task
Assigns the office a task due in 2 days to schedule the return visit and record parts ordered.
- 11Save Return Visit Detailsupdate record
Persists the return visit date and parts ordered to the work order record.
- 12Return to Technicianrestart from step
Sends the work order back to the technician to attempt the job card again, up to 2 times.
- 13Set Status to Office Reviewupdate record
Marks the work order as ready for office review once the job is complete.
- 14Office: Review Job Cardcreate task
Assigns the office a task due in 2 days to check the job card and record billing details.
- 15Save Billing Details and Calculate Totalupdate record
Persists the hourly rate and materials cost and calculates the job total.
- 16Set Status to Ready to Invoiceupdate record
Marks the work order as ready to invoice once billing details are confirmed.
- 17Email Customer Job Summarysend email
Emails the customer a summary of the work done and the job total.
Fields
- Customer Name*
- Customer Email*
- Site Address*
- Job Description*
- Priority*
- Assigned Technician*
- +16 more fields
Forms
Work Order Intake
9 fields
Data Views
Work Orders
customer_name, site_address, priority, assigned_technician +3 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
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FAQs
Do I need to set up separate systems for urgent versus normal jobs?
No, this is handled within the one workflow. When a work order is created, it routes automatically based on the Priority field entered on the intake form, giving urgent jobs a 1-day technician deadline and normal jobs a 5-day deadline. You don't need to manage anything extra to make that split happen.
Can my team change the deadlines or add extra job card fields?
Yes, you can describe the change you want in plain English or edit the steps directly in the workflow editor, for example adjusting the due dates or adding fields to the job card task. Earlier versions of the workflow are kept, so you can see what changed and when.
Who fills in the technician job card, and how does the office see it?
The assigned technician completes the job card task, entering arrival and departure times, labour hours, materials used, work done, photos and the outcome. Because the workflow waits for this task, everything they enter is saved directly on the work order record, so the office can see it in the record's timeline straight away.
What happens if a technician marks a job as needing a return visit?
The work order status changes to Return Visit and an office task is created to schedule the visit and record any parts ordered, due within 2 days. Once that's done, the work order is sent back to the technician to attempt the job card again, with up to 2 return attempts allowed before it moves on.
Is this suitable for a small trades team without dedicated admin staff?
Yes, the workflow is designed so anyone in the workspace with an admin or member role can pick up office tasks like scheduling return visits or reviewing job cards. There's no separate software to install, so a small team can start running work orders through it as soon as it's published.
How is the job total calculated and who checks it before invoicing?
During office review, a team member enters the hourly rate and materials cost on a review task, and the workflow calculates the job total from those figures along with the recorded labour hours and materials used. Once that's saved, the status moves to Ready to Invoice and the customer is emailed a summary with the job total.
Does the customer need to log into anything to see their job details?
No, customers only interact through the public work order request form when the job is first raised, and later receive an emailed summary once the job is ready to invoice. They never need an account to take part in the process.
What if the office needs to check on a work order's progress at any point?
Every work order is a record with its own reference number, current status and full timeline of what's happened, from Issued through to Ready to Invoice. Table views and dashboards let the office see records grouped by status, so it's easy to spot which jobs are waiting on a technician or stuck at review.
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