Under Administration > Service Workflows, there are four types of flows that can be customized for the entire portal:


1) Work Request Flow

            A work request is one made to an external vendor. These are the requests found under Assets > Service Requests after filtering by External.

Here is the flow for service requests sent to external vendors:

  • Submission = order created; cannot be turned off
  • Request Approval = a user with the proper approval permission must approve the order before it moves to fulfillment
  • Sign Off = after the order is complete by the vendor (or vendor fulfillment is bypassed), the user can sign off on the work

By clicking on the step, it can be turned on or off and have added complexity. This is the case for any of the workflows mentioned later.

  • Skip = turn off the step
  • Require = turn on the step
  • Require with user affirmation = a checkbox will appear that the user must click before clicking OK to move onto the next step
  • Require with password verification = the user must enter their login password before clicking OK to move onto the next step
  • Custom prompt: in addition to choosing one of the three required options, custom language will show when the user goes to move the order to the next step


2) External Work Order Flow

            If the portal has a clients module, the external work order flow tab will be available in the service workflows. This is for any order that is being completed for a client under Service > Work Orders > Client Orders.

Here is the flow for External Flow:

  • External Order Acceptance = cannot be turned off; either client submits the order or it is created for the client
  • Estimation & Scheduling = the Schedule tab of the order is now available; no data can be entered until the order is moved to fulfillment
  • Fulfillment = cannot be turned off; when the data is taken; the required options seen in this step are for when the technician clicks the green Complete Order button to push the order to the next step
  • Quality Control = user with the proper permission can now review the work and pass or fail it; if QC Fails, it is pushed back to Fulfillment
  • Vendor Sign Off = a second review step before the order is pushed to the client's portal
  • Client Sign Off = each client can decide to turn on or off this step in their portal under Service Workflows > Work Request Flow (this is the same as Sign Off in that flow); by default it is off; this would stop the order from going to Complete
  • Shipment and Payment refer to invoicing. Once the client is invoiced via the Billing tab of the order, payment can be marked. The order can also be marked as shipped.
  • Closure = after Complete, another step to officially close out the order; documents can no longer be regenerated


3) Internal Work Order Flow

            If service is done internally, the internal flow tab will exist. These orders can be found under Assets > Service Requests AND under Service > Work Orders by filtering by Internal. Here is the flow for an internal order:

  • Submission = order created; cannot be turned off
  • Approval = a user with the proper approval permission must approve the order before it moves to fulfillment
  • Estimation & Scheduling = the Schedule tab of the order is now available; no data can be entered until the order is moved to fulfillment
  • Fulfillment = cannot be turned off; when the data is taken; the required options seen in this step are for when the technician clicks the green Complete Order button to push the order to the next step 
  • Quality Control = user with the proper permission can now review the work and pass or fail it; if QC Fails, it is pushed back to Fulfillment

           

  • Sign Off = a second review step before the order is complete; this is the same as the Client Sign Off in the external flow
  • Closure = after Complete, another step to officially close out the order; documents can no longer be regenerated


4) Work Item Flow

            To learn more about work item flow, please visit this article: Work Item Flow.