Workflows Feature in RepairDesk

Workflows Feature in RepairDesk

Overview

Managing repair processes can be challenging, especially when skipped steps lead to mistakes or delays. RepairDesk Ticket Workflows let you customize processes for different job types, like remote repairs vs. retail repairs.

With workflows in place, your staff is guided step-by-step, helping everyone follow proper procedures every time.

Video Guide:


How to Use Workflows in RepairDesk


1. Creating a Workflow

1Navigate to Settings > Workflows.
2Click enable to turn on the workflow module.

Enable Workflow Module
3Once enabled, you will be able to see default templates.
4Customize them by clicking on the customize template button or create a new one by clicking on the create workflow button.

Customize Template
Create Workflow Button
5On the Workflow creation page.

Workflow Creation Page
6Enter a Workflow Name and a description (if needed).
7Select steps based on your workflow process from default options.
8If you want to create a new step, click on the Add Step option.

Add New Step Option
9After clicking add new step, enter the step name in the workflow step field and associate a workflow type in the popup.

Enter Step Name and Type
10

Once done, click the Save button to save the step.

11

Now associate statuses with the created/selected step and define the sequence of statuses by dragging and dropping.

Associate Statuses and Set Sequence
12

Once done, click the plus icon to add a next step.


Add Next Step
13

Now create as many steps as you want based on your business needs.

14

You can also sort the steps by drag and drop.

Sort Steps by Drag and Drop
15

If you want your employee to follow the exact sequence of steps and statuses, enable the trigger Restrict user to follow workflow step and sequence.

Restrict User to Follow Workflow Sequence
16Once you enable this trigger, your employee will get an alert if they try to violate the sequence of statuses and steps.
17After making all the necessary steps, click the Save button to create the workflow.


2. Workflow Listing

1All of your workflows will be listed on this page.
Workflow Listing
2You can mark as default, edit, delete, clone, or disable the available workflow.
Edit or Delete Workflow

Note: You will only be able to edit or delete an existing workflow if it is not associated with any ticket.

3You can also mark any workflow as default, and it will be pre-selected in the workflow dropdown while creating a repair ticket.


3. Assigning a Workflow to a Ticket

1Create a new ticket from POS or Manage Tickets section.
2Create a repair ticket. Once you reach the last step (Ticket Details section) of the ticket creation page, you will see a dropdown option for workflow.

From POS:

Workflow Dropdown from POS

From Manage Tickets:

Workflow Dropdown from Manage Tickets
3Select the workflow you want to associate with this ticket and proceed with ticket creation.
4Once the ticket is created, the selected workflow will be associated with the ticket.
5You can also assign a workflow to existing tickets.
6Open a Ticket from the ticket listing.
7You will see an option to associate a workflow.

Associate Workflow Option
8Select an option from the dropdown and click the Apply button to associate the selected workflow with the ticket.

Apply Workflow to Ticket

Important: Every line item or asset will have its own workflow.


4. Viewing Workflow Steps and Status

1Open the ticket, and the workflow steps will be displayed at the top of each line item.
Workflow Steps on Line Item
2Users can scroll left or right to view all workflow steps.
3Once any step is completed, it will be marked with a green tick.

Step Marked with Green Tick
4In the status dropdown, you will only see those statuses that you associated while creating the workflow.
5To move to the next step, simply click on the "Move to Next Step" option from the status dropdown.

Move to Next Step
6The step will be marked as completed once you select "Move to Next Workflow Step" from the dropdown.
7If you want to bypass all statuses in a single step, click "Next Step," and the system will skip the statuses and move you forward.
Bypass to Next Step
8Completing a future step manually will automatically mark previous steps as completed.
9You can view logs in the ticket history section showing who manually completed steps instead of following the workflow process.
10If you enable the trigger to restrict skipping statuses or steps, users will get a violation alert if they attempt to bypass any step.

Violation Alert


5. Viewing Workflow Step Information

1To see who completed the workflow step, hover over a completed workflow step and you will see:
2Date and time of completion.
3Technician who completed the step.
Completed Workflow Step Info


6. Filtering Tickets by Workflow & Workflow Step

1You can filter tickets based on workflow names and steps.
2Navigate to Ticket Listing > Advanced Filters.
Advanced Filters for Workflow
3Select Workflow and Workflow Step filters.
4Choose the desired workflow or step from the dropdown.
5Click Apply to view filtered tickets.


7. Viewing Workflows in Ticket Listing

1If you want to see workflow names and steps in the ticket listing.
2.Click on the Settings icon (⚙️) to customize visible columns in the ticket listing.
Customize Columns in Ticket Listing
3Enable the Workflows and Workflow Steps columns (disabled by default).
4The columns will appear in the ticket listing, showing the workflow name and current step for each ticket.

FAQs
Can I change the workflow once it’s applied to a ticket?

No, once a workflow has been applied to a ticket, it cannot be changed.


Can I go back to a previous workflow step?

No, moving back to a previous step in the workflow is not supported for now.