Workflow Configuration

Workflow Configuration allows configuring the workflow and actions according to the requirements of mobile users. The configuration is done in Service/Work Management/Mobile Maintenance/Workflow Configuration page IFS Cloud Web.
Using Workflow Configurations, it is possible to enable or disable required actions and features in the mobile clients, and make certain actions mandatory (E.g. signature must be provided before work assignment can be completed).

The Configuration Type controls the processes and actions available to be configured. Configuration Types together with Configuration Sub Types allow each task type or sub process to have its own tailored workflow settings (E.g. Work Order Management uses Work Type while Request Management uses Activity Type).

Configured Request/Work Task Configuration Types have been specially designed with Technicians Workflow in mind. While the other configuration types allow limiting the available features and actions to the user through workflow actions.
Configured Workflow guides the users through a series of pre-defined actions to complete their work. A process indicator helps the user to navigate through relevant steps with Previous and Next buttons.


Read more details about Workflow Configurations and Configuration Sub Types in the following sections.

Configuration Type Configuration Sub Types and Applicability
Request Task
  • Standard- Request Tasks
  • New or Additional Work - When new or additional work is created on Request tasks
  • Bundle Task - Request bundle tasks
Configured Request Task
  • Standard - Request work tasks
  • Bundle Task - Request bundle tasks
Work Task
  • Standard- Work Order Tasks
  • New or Additional Work - When new or additional work is created on Work Order task
  • Bundle Task -Work Order bundle tasks
Configured Work Task
  • Standard - Work Order Tasks
  • Bundle Task - Work Order bundle tasks
Person Resource N/A
Object N/A

To define when a specific workflow should be applied, the Apply To tab allows defining the selection criteria for the configuration. The filter parameters vary based on the selected Configuration Type.
A workflow configuration is applied only if the workflow filter criteria is met. For example, when the Object Type has a specific object or the task has a certain priority.

The Weight defined on a configuration determines which configuration is applied when there are multiple valid configurations. If there is more than one valid configuration, the workflow with the highest weight gets applied.
Weight is applicable only for  Request/Work Task and Configured Request/ Work Task configurations types.

When a certain Workflow Configuration is applicable for both Mobile Work Order and Technician Portals, the Used In field is enabled on those configuration types.

All active configurations are synchronized to IFS Mobile Clients through batch synchronization.

Workflow Actions

Each Workflow action enables a different feature or an action in the mobile client. The following sections list the valid actions for each Configuration Type.

 

Workflow Triggers

Workflow triggers are defined on the Apply To tab. The available attributes depend on the Configuration Type.

Standard Filters

The general behavior is that all specified filters are combined with an AND condition to determine if a Workflow Configuration is applied.

The example above reads:

If 
    (Object Site = M-LDN) AND (Object Type = PUMP )
Then
    apply this workflow configuration.

Some attributes (E.g. Work Type, Activity Type, etc.) allow multi-select of values, which will then be translated into OR Conditions.

The example above reads:

If 
    (Object Site = M-LDN) AND (Object Type = PUMP ) AND
   ((Activity Type = INSP) OR (Activity Type = REP )) AND
   ((Priority = 2) OR (Priority = 3 ))
Then
   apply this workflow configuration.

Null Filters (Activate when No Value Defined)

These filters allow comparisons when no value is provided in the given field on Tasks whereas the standard filters allow comparisons when a value is provided in the given field. These filters can be combined with the Standard Filters.
Null filters are enabled for Activity Type, Work Type, Priority, Customer , Contract ID and Work Stage fields.

 

The example above reads:

If 
    (Activity Type = NULL) AND (Priority = NULL )
Then
   apply this workflow configuration.

Work Assignment Filters

If there are multiple assignees working on the same Task ,the same configuration is applied to all Assignments. If certain actions or Surveys should be allowed only for a Task Leader or an assignee on a Task, this can be achieved using the Exclude Task Leader filter. 

If the same workflow configuration has to be applied to both the Task Leader and other assignees, two workflow configurations have to be defined with the same filter conditions but different Weight and a different Task Leader setting. An example of this type of setup is given below. This workflow could for example have the Report In Action enabled for Task Leader but not for other assignees.

 For Configuration defined for the Task Leader:

For Configuration defined for other assignees:

Workflow Configuration Evaluation on Work/Request Tasks

To check which Workflow Configuration was applied to a specific task, check the Configuration Applied value on the Work Details page in the mobile client.

Workflow configuration is evaluated and applied on Tasks when: 

 

Configuration Type - Request Task

Request Task configuration allows you to configure workflows for the Request tasks in the mobile client.
The configuration is triggered when the Work Task meets the filter criteria defined in the Apply To tab. Note that Filters are not applicable for Request Bundle Tasks and the configuration is matched to Bundle Tasks using the Service Organizations tab for Request Tasks.

In the Actions tab, administrators can enable or disable task-related actions and make certain actions mandatory. For details on actions related to Request Tasks, see the  Workflow Actions for Request and Configured Request Task Configurations section.

It is possible to associate relevant Surveys to the configuration. The Workflow Type of the Survey decides when the Survey is presented to the mobile user. For example, If a Survey with Workflow Type - Work Start is added in the Surveys tab,  the survey automatically launches when the user clicks the Work Start button.

The following Sub Configuration Types are supported.

Use the Service Organizations tab to define for which Service Organization this workflow should be applicable and set the workflow to Active to make it available on mobile. Defining a Service Delivery Unit is optional.

 

Configuration Type - Configured Request Task

In addition to the capabilities of Request Task Configuration Type, the Configured Request Task type configurations allow the administrator to define a specific set of actions in a particular sequence in the Actions Flow tab. This enforces the user to follow the same set of actions in sequence which helps guide the user through relevant steps.

Additional configuration options in the Actions Flow :

Depending on the Action, there are additional configuration options in the Actions Flow tab. 

The Surveys field in the Actions Flow is enabled for status changes and for the action - EForms. These surveys must be defined with Workflow Type - Configured Workflow and first registered under Surveys tab.

The Survey Termination field allows the mobile user to deviate or terminate the workflow via a termination question.
The following Survey Termination actions are supported. If no terminating action has been defined, the workflow continues as normal.

When working with material, a limited set of parts can be presented to the user by using Assortments. For material related actions in the Actions Flow tab, one or more assortments can be defined in the Assortment field. When an assortment is defined, only parts within that assortment will be available for use, for that specific action. 

The Integration field is enabled on action - Integrations. By defining the relevant Integrations here,  it is possible to limit the available integration entries in mobile. Note that only integrations with Screen - Work Task can be selected.

For Configured Request Task Configuration Type, the CONNECTED_TASKS_LIST action is available in the actions flow for Bundle tasks. This action displays a list of the connected tasks in the Request bundle.

 

Workflow Actions for Request Task and Configured Request Task Configurations

The following Workflow Actions are available in the Actions tab when using Configuration Types - Request Task and Configured Request Task. All actions are enabled by default.
Disable actions that are not required. If you want to enforce mobile users to perform certain actions, select Mandatory toggle on those actions.

Action Description
Allow editing of the Work Details page Enables editing of the Work Details page, if disabled the complete page will be read only.
Multiple Work Assignments If disabled, this restricts changing the status of a work assignment to OnRoute, Work Started, Waiting at Location, or Pending Completion, if another work assignment with the same Workflow Configuration is already in Work Started, Waiting at Location, or Pending Completion status.
Connected Work Assignments Shows connected work assignments to a work task.
Keep Work Assignment after completion Enables keeping work assignments on the device until it is ready to return.
Auto Time Enables Automatic Time Reporting (Travel and Work).
Return Travel Time Enables Return Travel action when completing an assignment, which automatically creates a time report for the travel.
Surveys Enables eForms action on assignment if at least one survey with Workflow Type - Work Assignment is connected to the workflow configuration applied. If this is set as mandatory, all eForms with Workflow Type - Work Assignment should be answered before completing the work assignment.
Debrief Enables Debrief action.
Service Report Enables viewing the Service Report from Work Assignments.
Attachments Enables adding and viewing attachments. If this is set as mandatory, there has to be at least one attachment linked to the task before completing the work assignment
Events Enables Events action. This allows viewing Work Assignment and Task events and adding manual events.
Tools and Facilities Enables Tools action to plan, view, or report tool/equipment used.
Update Assignment Information Enables the action to update Assignment Information.
Time Enables Time action to add, view, or edit time reports.
Task Steps Enables Steps action to view, process, or add task steps
Service Book Enables Service Book action in the Service app.
Service Notes Enables viewing and adding Service Notes in the dynamic workflow (not applicable to bundle tasks).
Returns Enables Returns action to view returned parts or plan parts to return.
Task Measurements Enables the possibility to view and capture measurements on the work task object. If this is set mandatory (note that the Mandatory option will not be supported in the Technician portal), the mobile user gets an alert message asking whether the measurements have been captured when completing the work assignment.
Task Step Measurements Enables the possibility to view and capture measurements on the work task step objects. If this is set mandatory (note that the Mandatory option will not be supported in the Technician portal), the mobile user gets an alert message asking whether the measurements have been captured when completing the work assignment.
Materials Enables Materials action. If this is set as mandatory, at least one part should be issued before completing the work assignment.
Expenses Enables Expenses action to report expenses.
Cancel Enables Cancel action.
Allow Travel Enables Travel action.
Allow Pending Completion Enables Pending Completion action on assignments in Started status.
Allow Re-Start from Pending Completion Enables Start command on the assignments in Pending Completion status.
Allow Pause Enables Pause Travel action assignments in On Route status or Pause action on assignments in Started Status.
Waiting at Location Enables Waiting at Location Action after travel started.
Incomplete Enables Incomplete action.
Allow Accept Enables Accept action. When disabled, the work task is automatically accepted from Assigned status.
Engineer Signature Enables capturing engineer signature in the workflow. If this is set as mandatory, the fields Executed Signed By, and Executed Signature should be filled in before completing the work assignment.
Report In Task Wizard Enables Report In assistant. If disabled, the assignment will be directly set to Completed on completion. If this is set as mandatory, the fields Fault Type, Cause, Performed Action, and Fault Class should be filled in to proceed with the wizard.
Mobile Report Before Customer Signature Enables viewing Service Report or Work Report before adding the customer's signature.
Customer Signature Enables capturing the customer's signature in the workflow. If this is set as mandatory, the fields Customer Signed By and Customer Signature should be filled in before completing the work assignment.
Mobile Report After Engineer Signature Enables viewing Service Report or Work Report after adding the engineer's signature.
New Task Enables Additional Work action.
Restrict Follow-On Work Actions On Incompletion When this action is enabled, you, as the user, are not presented with options for creating follow on work when setting a work assignment to Incomplete.
When this action is disabled, you are allowed to create follow-on work to continue with the remaining work. While disabled, you have the Assign to Me and Needs to be planned options available to you.
New Request Scope Enables creating New Request Scope.
Issue Materials

Enables the following actions.
- Issue action under Required Material and  Reserved Material .
- Receive and Issue action under Receive Reserved Parts.
- Actions Issue All Reserved , Scan and Issue and Quick Issue (Spares and Stock) are not affected. When setting this action to Not Used, user gets a prompt to set Actions Issue All Reserved Material, Scan and Issue and Direct Issue Material also to Not Used.
Issue All Reserved Materials Enables Issue All Reserved action. This issues all reserved material on a Work Task.
Scan And Issue Enables Scan and Issue action for Material.
Plan Materials Enables adding new material demands on Work Tasks.
Direct Issue Materials Enables Quick Issue -Stock , Quick Issue - Spares, and Quick Issue - Project actions to enable direct issue of parts
Allow Future Return Travel Enables Add Return Travel action while completing an assignment. This allows reporting future time for return travel.
Unreserve Materials Enables Handle Unused Parts action on reserved material. Parts that were not used for the job can be unreserved , moved to own stock, or to a central warehouse depending on the location reserved.
Allow Excluding Warranty for Parts Allows the option to exclude warranty coverage for a specific part within a warranty work.
Add Highlight to Dispatcher Enables Highlight to Dispatcher action on Work Assignment to draw the attention of a Dispatcher to a specific Work Assignment.
Update Expected Arrival Time Enables Update Expected Arrival Time action for a Work Assignment.

 

Configuration Type - Work Task

Work Task type configuration allows you to configure workflows for the Work Order tasks in mobile.
The configuration is triggered when the Work Task meets the filter criteria defined in the Filters tab. Note that Filters are not applicable for Work Order Bundle Tasks and the configuration is matched to Bundle Tasks using the Sites tab for Work Order tasks.

In the Actions tab, administrators can enable or disable task-related actions and make certain actions mandatory. For details on actions related to Work Order Tasks, see the Workflow Actions for Work Task and Configured Work Task Configurations section.

It is possible to associate relevant Surveys to the configuration. The Workflow Type of the Survey decides when the Survey is presented to the mobile user. For example, If a Survey with Workflow Type - Work Start is added in the Surveys tab,  the survey automatically launches when the user clicks the Work Start button.

The following Sub Configuration Types are supported:

Use the Sites tab to define for which sites this workflow should be applicable and set the workflow to Active to make it available on mobile client. Defining a Maintenance Organization is optional.

 

Configuration Type - Configured Work Task

In addition to the capabilities of Work Task Configuration Type, the Configured Work Task type configurations allow the administrator to define a specific set of actions in a particular sequence in the Actions Flow tab. This enforces the user to follow the same set of actions in sequence which helps guide the user through relevant steps.

Additional configuration options in the Actions Flow :

Depending on the Action, there are additional configuration options in the Actions Flow tab.

The Surveys field is enabled for status changes, and the action - EForms. These surveys must be defined with Workflow Type - Configured Workflow and first registered under Surveys tab.

The Survey Termination field allows the mobile user to deviate or terminate the workflow via a termination question.
The following Survey Termination actions are supported. If no terminating action has been defined, the workflow continues as normal.

When working with material, a limited set of parts can be presented to the user by using Assortments. For material related actions in the Actions Flow tab, one or more assortments can be defined in the Assortment field. When an assortment is defined, only parts within that assortment will be available for use, for that specific action. 

The Integration field is enabled on action - Integrations. By defining the relevant Integrations here,  it is possible to limit the available integration entries in mobile. Note that only integrations with Screen-Work Task can be selected.

For Configuration Type Configured Work Task, the action CONNECTED_TASKS_LIST is available in the action flow for Bundle tasks. This action displays a list of the connected tasks in the Work Order bundle.

 

Workflow Actions for Work Task and Configured Work Task Configurations

The following Workflow Actions are available in Actions tab when using Configuration Types - Work Task and Configured Work Task. All actions are enabled by default.
Disable the actions that are not required. If you want to enforce mobile users to perform certain actions, select Mandatory toggle on those actions.

Action Description
Allow editing of the Work Details page Enables editing of the Work Details page, if disabled the complete page will be read only.
Multiple Work Assignments If disabled, this restricts changing the status of a Work assignment to OnRoute, Work Started, Waiting at Location, or Pending Completion, if another work assignment with the same Workflow Configuration is already in Work Started, Waiting at Location, or Pending Completion status.
Connected Work Assignments Shows connected work assignments to a work task.
Keep Work Assignment after completion Enables keeping work assignment on the device until it is ready to return.
Auto Time Enables Automatic Time Reporting (Travel and Work).
Return Travel Time Enables Return Travel  action when completing an assignment, which automatically creates a time report for the travel.
Surveys Enables eForms action on assignment if at least one survey with Workflow Type - Work Assignment is connected to the workflow configuration applied. If this is set as mandatory, all eForms with Workflow Type - Work Assignment should be answered before completing the work assignment.
Debrief Enables Debrief action.
Work Report Enables viewing the Work Report from Work Assignments.
Attachments Enables adding and viewing attachments. If this is set as Mandatory, there has to be at least one attachment linked to the task before completing the work assignment.
Events Enables Events action. This allows viewing Work Assignment and Task events and adding manual events.
Work Order Enables Work Order action to view Work Order information.
Tools and Facilities Enables Tools action to plan, view, or report tool/equipment used.
Update Assignment Information Enables the action to update Assignment Information.
Time Enables Time action to add, view, or edit time reports.
Task Steps Enables Steps action to view, process, or add task steps.
Log Book Enables Log Book action in the Maintenance app.
Returns Enables Returns action to view returned parts, or plan parts to return.
Purchase Request Enables Purchase Requisitions action.
Task Measurements Enables the possibility to view and capture measurements on the work task object. If this is set mandatory, the mobile user gets an alert message asking whether the measurements have been captured when completing the work assignment.
Task Step Measurements Enables the possibility to view and capture measurements on the work task step objects. If this is set mandatory, the mobile user gets an alert message asking whether the measurements have been captured when completing the work assignment.
Materials Enables Materials action. If this is set as mandatory, at least one part should be issued before completing the work assignment.
Expenses Enables Expenses action to report expenses.
Cancel Enables Cancel action.
Allow Travel Enables Travel action.
Allow Pending Completion Enables Pending Completion action on assignments in Started status.
Allow Re-Start from Pending Completion Enables Start command on the assignments in Pending Completion status.
Allow Pause Enables Pause Travel action assignments in On Route status, or Pause action on assignments in Started Status.
Allow Handover Valid only for Maintenance Tech Portal.
Waiting at Location Enables Waiting at Location Action after travel started.
Incomplete Enables Incomplete action.
Allow Accept Enables Accept action. When disabled, the work task is automatically accepted from Assigned status.
Engineer Signature Enables capturing the engineer's signature in the workflow. If this is set as mandatory, the fields Executed Signed By and Executed Signature should be filled in before completing the work assignment.
Report In Task Wizard Enables Report In assistant. If disabled, the assignment will be directly set to Completed on completion. If this is set as mandatory, the fields Fault Type, Cause, Performed Action and Fault Class should be filled in to proceed with the wizard.
Mobile Report Before Customer Signature Enables viewing Service Report, or Work Report before adding the customer's signature.
Customer Signature Enables capturing the customer's signature in the workflow. If this is set as mandatory, the fields Customer Signed By and Customer Signature should be filled in before completing the work assignment.
Mobile Report After Engineer Signature Enables viewing Service Report or Work Report after adding the engineer's signature.
New Task Enables Additional Work action.
Restrict Follow-On Work Actions On Incompletion When this action is enabled, you, as the user, are not presented with options for creating follow on work when setting a work assignment to Incomplete...
When this action is disabled, you are allowed to create follow-on work to continue with the remaining work. While disabled, you have the Assign to Me and Needs to be Planned options available to you.
New Work Order Enables creating New Work Order
Issue Materials Enables the following actions:
- Issue action under Required Material, and Reserved Material.
- Receive and Issue action under Receive Reserved Parts. 
- Actions Issue All Reserved , Scan and Issue and Quick Issue (Spares and Stock) are not affected. When setting this action to Not Used, user gets a prompt to set Actions Issue All Reserved Material, Scan and Issue, and Direct Issue Material also to Not Used.
Issue All Reserved Materials Enables Issue All Reserved action. This issues all reserved material on a Work Task.
Scan And Issue Enables Scan and Issue action for Material.
Plan Materials Enables adding new material demands on Work Tasks.
Direct Issue Materials Enables Quick Issue -Stock, Quick Issue - Spares and Quick Issue - Project actions to enable direct issue of parts.
Allow Future Return Travel Enables Add Return Travel action while completing an assignment. This allows reporting future time for return travel.
Add Highlight to Dispatcher Enables Highlight to Dispatcher action on Work Assignment to draw the attention of a Dispatcher to a specific Work Assignment.
Update Expected Arrival Time Enables Update Expected Arrival Time action for a Work Assignment..

 

Person Resource Configurations

Person Resource type configuration allows you to enable the required actions ( See Workflow Actions for Resource Configurations) for a set of resources along with the possibility of connecting Surveys.
The Surveys added in the Surveys tab need to have the Workflow Type - Person Resource. The connected Surveys are displayed under the Eforms tile in the home page of the mobile client.

Enter the applicable criteria for resources in the Access tab. Criteria defined under Service Resource is applicable for resources who engage in service work, whereas criteria defined under Maintenance Resource is applicable for resources who engage in maintenance work.
Applicable resources can be defined as follows:

 

Workflow Actions for Resource Configurations

The following Workflow Actions are available in the Actions tab when using Configuration Type - Person Resource. Disable actions that are not required.

Action Description
Allow Add New Work Order / Service Request Enables New Work action from the Home page, Objects, Work Assignments,  and Task Steps.
Allow Create / Update Map Positions Enables action Create Map Position or Update Map Position on tasks and objects.
Allow Create/View Request Quotations Enables New Request Quotations, and Request Quotations tiles in the Home screen and the actions on the Objects page. This allows creating new Request Quotations, and view Request quotations created by the technician.
Allow Find Part Enables Find Part action on the Material header, and on the Required Materials card view only when the part stock in the van is limited or not available.
Allow Meter Change Enables Meter Change action on objects with test points and parameters defined.
Allow Meter Rollover Enables Meter Rollover action on objects with test points and parameters defined.
Allow report none Absences categories in Misc. Allocations Enables the user to report a Misc. Allocation Category with the property Absence set to No.
Allow Pool Work Enables Pool Work tile in Home Screen so that tasks can be accepted from the pool.
Allow Receive Reserved Parts Enables Receive Reserved Parts action.
Allow Handover of Parts from My Stock Enables Move to Main Warehouse action on My Stock. This allows moving unreserved parts to the main (central) warehouse directly.
Allow Release Service Quotation Enables Release and Return action on Service Quotations.
Allow Return of Unreserved Parts from Service Location Enables Return from Service Location action in Material. This allows returning unused parts left in the service location.
Allow Service Sales Enables processing the option Plan a scope for reviewing and showing Scope Review menu item.
Allow Stock Move Add Transport Tasks Enables Add Transport Tasks action in Move Stock.
Allow Stock Move Incoming Stock Enables actions on Incoming Stock- In Transit and Incoming Sock - Direct in Stock Move.
Allow Stock Move Planned Incoming Transport Tasks Enables action Planned Incoming Transport Tasks.
Allow Stock Move Unplanned Incoming Stock Enables action Unplanned Incoming Stock in Move Stock.
Allow Stock Move Unplanned Outgoing Stock Enables action Unplanned Outgoing Stock in Move Stock.
Enforce Acknowledgement on Stock Count Submit Enables toggle for acknowledgment when confirming counted part lines. The technician has to acknowledge  that the counted part quantities are accurate before he can confirm.
Enforce Part Validation If enabled, Part Numbers are validated on return.
Ignore Shift Start Validation Disregards validation to enforce user to sign in for the shift before starting work.
Restrict Self Assigning from Pool while Offline Restricts technician from accepting or starting tasks from the Work Tasks pool while offline.
Allow Set Attention Enables action Set Attention On/Off from the main menu to send an alert to the Dispatcher(s).
Do not Pause Assignments when Break Starts If enabled, mobile users are not required to pause ongoing assignments when the shift break starts.

 

Object Configurations

Object type configuration allows you to enable access to Surveys on specific objects.

In the Filters tab, enter the filter criteria for the objects. The relevant eForms can be added in the Surveys tab. These Surveys need to have the Workflow Type - Object Information.

Mobile users can manually trigger these Surveys from the Object using eForms Action.