In a Nutshell
The Workflow Assignments screen is used to view and manage the assignment between workflow steps and the visual icon used to represent them in the customer-facing interface.
Workflow steps refer to the status options available to the technician to communicate the current status of a given service request (example:
A Closer Look
The Workflow Assignment screen consists of a picker with which you can select which worklow steps you wish to associate with the available external status icons.
External Statuses are the icons that are displayed to a customer to represent a service call status.
In addition to the default status icons, you can also search for and apply other icons to workflow steps:
Workflow steps are in essence the series of statuses that a service call will progress through from start to finish.
The following workflow steps are available:
|Accept||Used by technicians to accept the service request.|
|Reject||Used by technicans to reject the service request, which can then be reassigned.|
|Travel||Used to inidicate the technician is traveling en route to the equipment/item location.|
|Work||Used to indicate that the service is currently in progress.|
|Finish||Used to inidicate that the service is complete.|