Service Request Status Workflows

What is it and what is it for?

A Status Workflow is simply a name plus an ordered list of statuses (taken from the Service Request Statuses catalog). It's meant to organize your service processes when you handle different types of cases that shouldn't necessarily share the exact same steps: a warranty repair may need a "Warranty Evaluation" status that doesn't make sense on a routine preventive maintenance job, for example.

Each Service Request is linked to a single workflow. As long as that link exists, the system protects data integrity: you can't delete the workflow, nor remove a status from it that some request currently has assigned.

How to use it

1. Open the "Service Request Status Workflows" list (Customization), where you'll see each workflow with its Name and whether it's Inactive.
2. Create a new workflow with the New button, entering its Name and, optionally, Notes.
3. Add the statuses that make up the workflow on the "Document Status" tab: click a row to search for a status through autocomplete. The table starts with 3 empty rows, and you can add more with the insert (+) button or remove a row with the delete (–) button.
4. Reorder the statuses by dragging them (drag-and-drop) into the order you want your service team to see them.
5. Save the workflow. It becomes immediately available to link to Service Requests.
6. Link the workflow to a Service Request: when creating or editing a request, select the workflow in the "Status Workflow" field. You can also change it afterward from the Change Status Workflow button on the request's detail screen.
7. View, duplicate or delete an existing workflow from its Details screen, using the Edit, Duplicate and Delete toolbar buttons.

Key capabilities

• Unlimited workflows, each with its own combination and order of statuses.
• Drag-and-drop reordering of statuses inside a workflow, without having to re-enter them.
• Duplicating an existing workflow as a starting point to build a similar variant.
• An Inactive flag to retire a workflow from selection lists without losing its history or affecting requests that already use it.
• Changing the workflow of an already-created Service Request, from a direct menu on its Details screen.
• Integrity protection: a workflow can't be deleted, and a status can't be removed from it, while Service Requests still depend on that setup.

Key fields

Validations on save

• Name is required.
• No other workflow can have the same Name.
• The workflow must include at least one Document Status. A workflow with no statuses can't be saved.
• If the workflow repeats the same status in more than one row, it's kept only once.
• A status can't be removed from the workflow while some linked Service Request currently has it assigned. The system shows up to 5 affected requests so you can fix them first.
• A workflow can't be deleted while there are Service Requests linked to it. The system shows up to 5 affected requests.

Availability

• Browsing, creating, editing and deleting Status Workflows requires the "Service Request Status Workflows" permission (Customization module) on your user group.
• This feature is only available on the Enterprise plan, with the Service module active on your company, and also requires the feature to be specifically enabled for your account.
• If you don't see this option under Customization, or the "Change Status Workflow" button on your Service Requests, contact AdmCloud support to confirm whether it can be enabled for your account.

Tips and common mistakes