Knowledge Base Introduction
Chapter 1 of 5

Introduction & System Overview

Welcome to the ServiceFlow training center. This step-by-step tutorial will help you understand how tasks are created, configured, approved, and tracked inside the portal.

What is a Service Flow?

A Service Flow is a sequence of steps designed to complete a specific task or service (such as registering a customer, checking credit scores, installing fiber lines, or approving documents). Each step must be completed and approved in order, ensuring compliance and quality check at every stage.

How the System Works

The Service Flow system connects authors (who start requests), field agents (who collect data), customer details, and manager reviews in one simple pipeline.

Admin Dashboard Overview
  • 1

    Start a Request (Create Instance)

    An Author starts a request using a pre-defined layout template (e.g., "Residential Fiber Installation") and assigns a Customer and an initial Reviewer.

  • 2

    Fill in Data (Steps & Fields)

    At each step, users input specific information (like ID numbers, upload notes, or speed test results). The system checks if fields are required and validates the format.

  • 3

    Submit & Review (Approval Chain)

    After entering the data, the request is sent to the assigned Approver. The approver can approve (sending it to the next step) or reject (reverting the workflow back to a previous stage to fix details).

  • 4

    Track History (Audit Trail)

    Every single detail—such as fields changed, comments added, steps rejected, or requests delegated—is logged in the Activity History tab for accountability.

Roles and System Actors

Permissions are strictly regulated based on your user profile. The system recognizes three primary actors:

  • Staff / Author: Initiates requests, uploads documentation, fills custom fields, and handles data corrections when steps are rolled back.
  • Approver: Reviews data submitted by the Author, adds review notes, signs off on steps, or rejects them back to prior stages.
  • Manager / Admin: Controls the structural design (Templates), has master credentials to delete or force-expire stale tasks, and manages overall system configurations.

Actions & Button Visibility Conditions

Buttons appear in the interface dynamically, depending on the status of the workflow and your current assignment. Here is the operational logic:

Action Button Who Can Click? Visibility / Usage Conditions System Outcome
+ Create Service Flow Staff, Admin Always visible on the main Service Flows list page. Launches the flow setup modal. Generates a new instance in IN_PROGRESS state.
Save Draft Staff (Author) Visible inside the step details form if the active step is assigned to you. Saves custom fields in the database without submitting, preserving progress.
Request Review (Submit) Staff (Author) Visible inside the step details form when all mandatory fields are filled. Locks step inputs (read-only), triggers verification validations, and flags the next approver.
Respond (Approve / Reject) Assigned Approver Visible on the Approvals page only when the task status is PENDING and assigned to you. Opens the decision modal. Approve: advances flow. Reject: reverts step back to prior author.
Transfer / Delegate Assigned Approver Visible in the Respond modal to handle delegate workflows. Expires the current approval task and initiates a new one for the chosen delegate.
Expire / Delete Admin, Manager Visible in the action menu for active or draft instances. Force-expires pending step links or permanently deletes draft instances.