Repair order

The first thing you'll notice on this form is a big paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this workflow: This paragraph contains instructions on how to personalize the workflow for you and your company. If you intend to run the workflow, these changes can not be ignored.

Next you'll notice that there are five faded out fields. These are called 'hidden fields'. These fields capture information without displaying them to the user and make their information available to other tasks in the workflow.

The workflow starts when a new customer fills in this form.

Confirm receipt of repair request

The customer receives an email thanking them for their repair request.

Notify service technician

The service technician receives an email detailing the new repair order that has been placed.

Let's start by looking at how the email is typed up. There are lots of normal looking text words, but there are also lots of rectangular, shaded in, blocks of text. What's the difference?

Well, the normal text is just that: normal text. There's nothing special about it. But the blocks of text are actually information that is being pulled in from earlier forms. If you click on the text area of the email in the webapp, you'll see that it changes and suddenly looks like a lot of code with lots of curly brackets { } and numbers. This code (also called dynamic field tags) is what tells these fields of text what they're going to end up saying. When this email gets sent to the service technician, it won't look like it does now, it will all be normal text, because the workflow will look at the first form and put the information from that form into this email.

A link at the bottom of the email leads them to the next task.

Parts required

This form has one condition:

Activate this task when...
'Role' IS 'Service technician'

This form will only be displayed to the service technician.
The service technician indicates whether or not any parts are required for the repair, details what the required parts are, and estimates the cost of the parts and labor for a preliminary quote that will be sent to the customer.

Customer confirmation

This sub-workflow is activated as soon as the service technician fills in and saves the previous form.

Estimated cost

The customer receives an email with an estimated cost for the bike repair. A link at the bottom of the email leads them to the next task, where they will accept or decline the quote.

Bike repair/service confirmation

A form is displayed to the customer, detailing their order and the estimate cost for repair. The customer accepts or declines the quote, and saves the form. If the customer accepts the quote, then this form concludes the 'Customer confirmation' sub-workflow - the 'Cancellation emails' are not sent, and the original workflow continues. However, if the customer declines the quote, then the sub-workflow continues as described below. This is possible because of conditions.

Cancellation emails

The following two emails only have one condition:

Activate this task when...
'Do you accept the estimated cost?' IS 'No'

These two emails will only be sent if the customer declined the quote in the previous form.
The customer receives the 'Cancellation of bike repair/service' email, confirming that their repair has been canceled and asking them to collect their bike from the shop.

The service technician receives the 'Cancel repair' email, which tells them to take the bike to the collection depot.

Obtain stock

This sub-workflow contains two conditions:

Activate this task when...
'Are there any parts required for this repair/service?' IS 'Yes'
AND
'Do you accept the estimated cost?' IS 'Yes'

This sub-workflow is only activated after the customer accepts the quote in the 'Bike repair/service confirmation' form task, IF the service technician indicated that parts are required for the repair in the 'Parts required' form task. (If the service technician indicated that no parts are required, then this sub-workflow is never activated.)

Notify stock control

Stock control receives an email detailing the stock required for the repair. A link at the bottom of the email leads them to the next task.

Check stock availability

This form task has one condition:

Activate this task when...
'Role' IS 'Stock control'

This form is only displayed to stock control.
The form displays the parts required for the repair. Stock control indicates whether or not all of the parts are in stock, and lists the parts that need to be ordered.

If stock control indicates that 'No', not all parts are in stock, then the 'Notify purchasing' email task is activated next. However, if they indicate that 'Yes', all of the parts are in stock, then the 'Notify purchasing' email task is skipped.

Notify purchasing

This email task has one condition:

Activate this task when...
'Are all of the required parts currently in stock?' IS 'No'

This email will only be sent if stock control indicated that not all parts are in stock in the previous form task.
The purchasing department receives an email placing an order for the required parts that aren't in stock.

Send stock to workshop

This form task has the same condition as the 'Check stock availability' form task.

Activate this task when...
'Role' IS 'Stock control'

This form is only displayed to stock control.

If all of the parts are in stock (or once the purchasing department has obtained the missing required parts), stock control delivers the parts to the workshop and indicates that they've done so before saving the form.

Ready for repair

This email task has three conditions:

Activate this task when...
'Are there any parts required for this repair/service?' IS 'No'
AND
'Do you accept the estimated cost?' IS 'Yes'
OR
'Has the stock been delivered to the workshop?' IS 'Yes'

If no parts are required for the repair, then this email is sent as soon as the customer accepts the quote. Otherwise, this email is only sent after stock control has sent the parts to the workshop.
The service technician receives an email notifying them that the parts have arrived from stock control, and instructing them to go forward with the bike repair. A link at the bottom of the email directs them to the next form task, 'Job completed'.

Notify customer

This email task has the same conditions as the previous email task.

Activate this task when...
'Are there any parts required for this repair/service?' IS 'No'
AND
'Do you accept the estimated cost?' IS 'Yes'
OR
'Has the stock been delivered to the workshop?' IS 'Yes'

If no parts are required for the repair, then this email is sent as soon as the customer accepts the quote. Otherwise, this email is only sent after stock control has sent the parts to the workshop.

The customer receives an email notifying them that the repairs on their bike have begun.

Job completed

This form has one condition:

Activate this task when...
'Role' IS 'Service technician'

This form will only be displayed to the service technician.
Once the bike has been repaired, the service technician indicates so on this form. They include the hours that need to be billed, and briefly describe the work that was done in a service report.

Notify accounts

The accounts department receives an email detailing the repair job that was done and instructing them to invoice the customer in the next form task.

Compile bill

This form task has one condition:

Activate this task when...
'Role' IS 'Accounts'

This form is only displayed to the accounts department.
The accounts department reviews the repair job, and adjusts the bill as required, before saving the form.

Customer bill

The customer receives an email which includes the bill that was prepared by the accounts department in the previous form task. They are reminded that payment must occur on the day that they collect their bike.

Notify reception

This email is sent at the same time as the previous email 'Customer bill'. Reception receives an email informing them that the bike repair is complete. A link at the bottom of the email leads them to the final form task.

Complete bike repair

This form task has one condition:

Activate this task when...
'Role' IS 'Reception'

This form is only displayed to the receptionist.
The details of the repair job are displayed, along with the final billable amount for the work. The receptionist indicates once the customer has collected and paid for their repaired bike, and saves the form.

Any follow-up with the customer about late collection and payment is done outside of the workflow.