1. What it is and what it helps with

The Service Report and Order function allows for complete management of service interventions on customer equipment, directly from iFlows. It brings together in a single workflow:

• order creation — a new type of order (Service Order) linked to a specific customer equipment;
• intervention documentation — filling in technical fields (reported defect, found defect, operations performed, parts replaced, etc.) in a dedicated stage of the flow;
• report generation — a professional document automatically created upon completion with intervention details;
• transmission to the customer — sending the report via email using a predefined template, directly from the interface.

All information is automatically synchronized with the equipment file in the Service module, so that the intervention history for each piece of equipment remains complete and easy to consult.

Briefly, from receiving the request to sending the report, the stages are:

1. A Service Order is created and associated with the customer's equipment.
2. The order goes through the standard workflow. At the configured stage, the technician completes the Service Report instruction (type of intervention, defects, operations, parts, etc.).
3. Upon completion, the Intervention Report is automatically generated, available both in the order and on the equipment file.
4. The report is sent to the customer by email using the Service Report template, directly from the intervention list.

Before using the function for the first time, some initial (one-time) configurations are necessary. They are detailed in the next section.

These settings are made only once, before the team uses the function. There are three distinct configurations: the email template, the Service Report instruction in the flow, and the custom report fields.

3.1. Adding the Service Report instruction to the flow

The Service Report instruction is the component in the flow that collects intervention information. It is dragged from the Predefined Instructions into the appropriate stage of the workflow (usually an Installation / Intervention / Proces verbal stage).

Steps:

1. Go to Settings → Flows and open the flow where you want to add the report.
2. Identify the appropriate stage in the flow.
3. From the Predefined Instructions panel (right side), drag the Service Report instruction into the desired stage.
4. Click on the configuration icon (gear) on the instruction to set its fields.

Dragging the Service Report instruction into a flow stage.

3.2. Configuring report fields

After adding the instruction to the flow, the accepted intervention types, optional components, and custom fields that will be completed during execution are configured.

Intervention types

One or more of the four categories can be activated:

• Maintenance
• Intervention
• Warranty Intervention
• Installation

Optional components

Each instruction can include or exclude:

• Display associated technicians — lists the technicians involved in the report;
• Working time — duration of the intervention;
• Add file — attachments (photos, documents);
• Customer Signature — digital signature on screen;
• Recommended future intervention — automatic scheduling of a later intervention;
• Include order in report — displays the order products (with a separate option for value).

Field configuration window (default options).

Custom fields

Additional fields specific to the company's activity can be defined from the Add New Field button. For each field, the following are set:

• Field name (e.g.: Reported Defect, Operations performed, Parts / consumables replaced);
• Intervention type for which the field is displayed — a field can be visible only for certain types (e.g.: Proper electrical supply appears only for Installation).

During execution, if the technician changes the intervention type, fields that do not apply to the chosen type automatically disappear from the form, without losing values already entered.

Custom fields added, with filtering by intervention type.

3.3. Configuring the Service Report email template

The Service Report email template is used when sending the report to the customer. It is configured in the Email Templates area, under the Service Report section.

Required fields:

• Subject — can include variables (e.g.: {{service_name}} i.e. the equipment alias);
• Sender Name and Sender Email — usually company variables ({{company_name}}, {{company_email}});
• Bcc — addresses that receive a blind copy (can be the team's internal address);
• Message — the body of the email, with variables such as {{service_name}}, {{informatii}}, {{company_name}}.

Recommendations:

• Activate Editable text at sending — allows for quick adjustments to the message at the moment of sending.

Configuring the Service Report email template (Settings – Templates – Email – Predefined – Service)

The Service Order is the starting point of the flow. It is created from the Orders menu, like any other order, with the difference that the Service Order type is selected and an equipment association is mandatory.

4.1. Selecting the Service Order type

1. Go to Orders → + New Order.
2. Select the customer.
3. Choose the applicable workflow (the one containing the Service Report instruction configured at 3.2).
4. In the Order Type field, select Service Order.

Selecting the Service Order type in the new order form.

4.2. Equipment association

After selecting the Service Order type, the system automatically opens the Associate Equipment window. There are two options:

• Existing equipment — to select equipment already registered in the Service module for that customer;
• External equipment — for cases where the equipment was not sold by the company or is not registered in the Service module. The order is saved with the External Equipment mention, without a link to an equipment file.

The equipment association window.

For Existing equipment

The customer's equipment list appears. Select the appropriate equipment and press Select.

List of customer's existing equipment.

If the equipment does not appear in the list, you can add it on the spot without leaving the order form, using the Add new equipment option.

When adding a new equipment, complete:

• Customer Equipment Alias (optional) — a custom name for easy identification;
• Template (mandatory) — selection of the equipment template. After selection, the custom fields defined in the template appear.

After Save, the new equipment is automatically registered in the Service module and associated with the order.

Adding new equipment directly from the order flow.

4.3. Order header with associated equipment

After saving, the order appears with the equipment visible in the header, as a direct link to the equipment file in the Service module. Clicking on the equipment name opens the file where the recorded intervention will later be visible.

Service order header with the equipment displayed as a link.

As the order proceeds through the flow, it reaches the stage containing the Service Report instruction. Here the technician opens the instruction and fills in the intervention data.

5.1. Filling in the fields

During execution, the technician:

1. Selects the Intervention Type (Maintenance, Intervention, Warranty Intervention or Installation). Depending on the chosen type, relevant fields are automatically displayed.
2. Completes custom fields (Reported Defect, Found Defect, Operations performed, etc.).
3. Checks, if applicable, Recommended future intervention and fills in the type and date (the date cannot be in the past).
4. Attaches files (photos, documents) if activated.
5. Collects the customer's signature on screen (if activated).
6. Saves — the information is written simultaneously in the order and on the equipment file.

5.2. Viewing interventions on the equipment file

After saving, the intervention automatically appears on the equipment file in Customers → Service, in the section corresponding to the chosen type (Maintenance, Interventions, Warranty Interventions or Installations). The list displays the date, complete details, associated technicians, working time, source order, value, alert for future intervention and attached files.

List of interventions on the equipment file.

5.3. Editing an already saved intervention

The report remains editable even after completion. From the intervention list, use the Edit button, which opens a window where you can adjust:

• the display of technicians, working time and signature;
• inclusion of the order in the report (with the sub-option to display value);
• attached files;
• recommended future intervention (type and date);
• custom field values (defects, operations, parts, recommendations, etc.).

Edit window for an already saved intervention.

After completing the Service Report instruction, the report is instantly available. On the row of each intervention in the list, there is a set of action buttons.

6.1. Actions available on the report

• View — opens the report in the browser, without downloading;
• Print — version optimized for printing;
• Download — generates a PDF for local saving;
• Send email — opens the sending window with the Service Report template pre-loaded;
• Edit — modifies the settings and content of the report (see 5.3);
• Delete — requires special permission.

6.2. Sending by email

The recommended path for transmitting the report to the customer is the Send email button. A window opens with:

• Template — preselected Service Report (defined at 3.1);
• Recipients — can be added manually or chosen from customer contacts;
• Subject — taken from the template, editable;
• Message — the email body with the report automatically attached as PDF, editable if the template has Editable text at sending activated;
• Attach Files — optional, for additional attachments.

After pressing the Send button, the email goes to the recipient with the report attached as PDF, and the blind copy (Bcc) reaches the addresses configured in the template.

The window for sending the report by email.

6.3. Content of the generated report

The automatically generated Intervention Report contains:

• provider company and customer data;
• equipment details (alias, type, model);
• intervention type and date;
• completed custom field values;
• recommended future intervention (if any);
• involved technicians (optional);
• working time (optional);
• customer signature and signee name (optional);
• list of products from the order (optional);
• attached files (integrated images, documents as links).

Viewing the generated intervention report.

A customer reports abnormal noise on technological equipment under warranty. The operator:

1. Creates a Service Order for that customer, chooses the Service flow, selects the Service Order type and associates the existing equipment (Mira 7S 90W).
2. The order enters the flow. At the Proces verbal (Minutes of Handover) stage, the technician opens the Service Report instruction, chooses the Intervention type and fills in: reported defect, found defect, operations performed, parts replaced, recommendations. Activates recommended future intervention — Service check in 4 months. Attaches a photo of the worn component. Collects the customer's signature.
3. Upon saving, the report is generated automatically. It appears both in the order and on the equipment file in the Interventions section.
4. The operator opens the report with View for verification, then presses Send email. The Service Report template is preselected, the recipient (customer) is automatically filled in. Adds two lines to the message with additional information and presses Send.
5. The customer receives the report as a PDF. The internal team receives the Bcc copy. On the planned date, the system issues the alert for the service check intervention.