Workflow Templates & Steps
Before starting a service flow, managers define its structure using templates. Think of a template as the master checklist for a service — it defines exactly what data must be collected and who must approve it.
What is a Workflow Template?
A template holds the instructions, steps, custom fields, and mandatory options for a specific task. By using templates, every request follows the exact same process without skipped steps.
Anatomy of a Template
- Template Name & Category: E.g. "Residential Fiber Installation" (Category: Installation).
- Steps List: Defined sequentially (Step 1, Step 2, Step 3, etc.).
- Custom Fields: Associated with specific steps to gather data from users.
Understanding Steps & Ordering
Each template consists of steps arranged in a sequential order. A step represents a phase of work or a review checkpoint. For example, a "Fiber Installation" template might have:
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1
Contract Signing
Collect customer signature, registration number, and billing details.
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2
KYC Verification
Upload identity proof, validate address documents, and check blacklist status.
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3
Hardware Setup
Log ONT serial numbers, router MAC addresses, and signal strength readings.
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4
Final Activation
Confirm connection speed, issue welcome kit, and capture customer sign-off.
Custom Field Types
When designing a template step, managers can add different types of input fields to capture the right data:
| Field Type | Description | Example Use Case | Validation |
|---|---|---|---|
| Text | Single-line or multi-line text entry | Customer comments, notes, remarks | Optional or Required |
| Number | Numeric input only | Contract term (months), signal strength (dBm) | Numeric format enforced |
| Dropdown (Select) | Pick from a predefined set of options | Service plan, property type, document type | Must match list values |
| Checkbox (Boolean) | True/false toggle | Equipment returned, agreement signed | Required = must be checked |
| File / Image | Upload a document or photo from the File Manager | ID scan, site photograph, contract copy | File must be selected |
| Date | Date picker input | Installation date, expiry date | Valid date format |
Template CRUD Operations & Filter Reference
Templates are managed from the Service Flow Templates section by Admins/Managers:
| Operation | Button / Control | Who Can Use? | Description |
|---|---|---|---|
| Create (C) | + Create Template |
Admin, Manager | Opens the template form to define a new workflow structure with steps and fields. |
| Read (R) | Open Form icon |
All Roles | Opens the template in view/edit mode with all steps and fields listed. |
| Update (U) | Save button inside the form | Admin, Manager | Updates the template name, steps, or field definitions. |
| Delete (D) | Delete icon in row |
Admin Only | Permanently removes a template. Only allowed if no active instances are linked to it. |
| Clone | Clone icon in row |
Admin, Manager | Creates an exact copy of a template including all its steps and field configurations. |
| Search | Search input in header | All Roles | Filters templates in real-time by template name or category label. |
Review Required: Lock on Submission
When a template step is configured with "Review Required," the system enforces a mandatory approval step. Field agents cannot move past a step without a designated approver signing off. This is the primary integrity lock of the system.