Published at: 2025-10-31

Service Provider Onsite Standard Operations

Work Order On-site Standard Operating Procedure (SOP) The Work Order On-site Standard Operating Procedure (SOP) standardizes on-site tasks. It supports executing steps in sequence or flexibly, helping engineers complete on-site work efficiently while recording labor hours.

Navigation: Service Connector -> System Settings -> On-site Standard Operating Procedure

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  1. Service Provider On-site SOP Templates

  2. Click New to create a new SOP template

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  1. Fill in the SOP template basic information
  • Name: SOP name
  • Description: notes on the SOP’s purpose or usage
  • Type: SOP usage type — select Service Provider
  • Scope: set the SOP’s applicable scope (used by the workflow “SOP” node to match SOP templates by rule; when a Work Order Record Type has multiple SOPs, this enables rule-based selection)
  1. Choose SOP step layout

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  1. SOP Steps

Steps: If a Work Order’s on-site service requires many actions, split them into multiple steps (for example: preparation, repair tasks, result inspection). For multi-step scenarios: click “+” to add a step. If using a single-step SOP, there is no add-step button. Click a step panel to edit the step name and description. Click a step’s Delete button to remove it.

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  1. Actions

Action: what to do. Click Add Action to add an action item to a step. Click Node Settings on the right to set action name and description. Multiple action types are supported.

Action modes: 1) Single action: performed once per SOP instance, e.g., confirm device Fault. 2) Repeating action: can repeat according to frequency (for example, every day or each sign-in after SOP start until SOP completion), e.g., daily checks.

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3.1 Single Actions

3.1.1 Single Action Types

  • Edit records: 1) Edit Work Order fields—such as work order location, description—or edit fields on objects related to the Work Order, e.g., update the Device object’s “Latest Address.” 2) Flow editing: edit parent-child records together, e.g., update Device and Device Fault records.

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  • Select or create related records: 1) Select an existing related record and link it to the Work Order. 2) If “Allow create only, do not allow linking existing records” is checked, users can only create a new related record (e.g., create a new Device Operation record).

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  • Bulk create related records: create multiple related records for the Work Order at once, e.g., bulk-create Spare Part Consumption records.

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  • Add inspection group: add an inspection group (see inspection group and inspection item templates). You can choose a specific inspection group or match by rule.

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  • Generate service report: add a Generate Service Report action that requires engineers to complete all required actions before generating a service report. See Service Report Templates.

Note: Generating a service report currently does not support “completion condition” validation or “post-completion actions.”

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  • Generate service evaluation QR code: adding this action aggregates all engineer actions into one node.

Note: This does not support matching evaluation templates by Work Order conditions (Record Type). It only supports a fixed service evaluation template. To match evaluation templates by conditions, configure a separate User Evaluation node.

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3.1.2 Single Action Execution Prompts

  1. Action execution prompt settings: add guidance text or step-by-step instructions to action items in the SOP to guide engineers and improve on-site efficiency.

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3.1.3 Single Action Assignee

Action assignee: click Edit to change the assignee. Default assignee is Work Order.Service Provider Engineer.

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3.1.4 Single Action Settings

Action settings:

  • Required: When clicking step “Complete and Sign Out” or the SOP action Complete button, validate whether this action is completed.
  • Preceding action: cannot perform this action until the specified preceding action(s) in the same step are complete.
  • Show “Skip this step” button: display a Skip button allowing engineers to move to the next action without completing the current one.
  • Auto-skip: after an engineer completes an action, automatically jump to the next action (app-only interaction).
  • Completion condition: click Edit to add a validation function that determines whether the action is complete.
  • Post-completion action: click Edit to add a function that runs automatically after the action completes.

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Front-end operation example:

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3.2 Repeating Actions

Repeating actions can be performed multiple times. Set a frequency such as every day or once per sign-in after SOP start, until SOP completion—useful for daily checks.

3.2.1 Repeating Action Types

  • Create related records: create related records such as Device Operation records.

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  • Add inspection group

  • Add inspection group: choose a specific inspection group or match by rule.

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3.2.2 Repeating Action Prompts

  1. Action execution prompt settings: add guidance text or steps to guide engineers and improve efficiency.

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3.2.3 Repeating Action Assignee

Action assignee: click Edit to change the assignee. Default is Work Order.Service Provider Engineer (field_outDealUser__c).

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3.2.4 Repeating Action Frequency

  • Unlimited repeats: no limit (a pending action is auto-generated 5 minutes after an action completes). Required setting is not available.
  • Once per day: generates a pending action once per day at 00:00 until the SOP node completes. If marked required, validation occurs when the SOP completes.
  • Once per sign-in: requires enabling Step Check-in – Repeat Check-in. Each engineer sign-in generates a pending action until step completion; if set Required, validation occurs at sign-out or step complete sign-out.

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3.2.5 Repeating Action Settings

Action settings:

  • Required: validate whether the action is complete when clicking step “Complete and Sign Out” or the SOP action Complete button. (Unlimited-repeat actions cannot be set as Required.)
  • Completion condition: click Edit to add a validation function that runs on every occurrence.
  • Post-completion action: click Edit to add a function that runs automatically after each occurrence completes.

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3.1.5 Repeating Action Operation Example

As shown below:

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  1. SOP — Check-in (Step Check-in)

Scenario description: Require engineers to check in before executing on-site action items.

Step Check-in: optional. When enabled:

  • Engineers must complete a sign-in before starting action items.
  • Engineers must complete all step sign-outs before the SOP can be completed.

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  • Choose a check-in scenario (see Check-in scenarios). Distance validation, fine-tune ranges, and other settings reference Work Order Check-in Management.

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4.1 Step Check-in (Single Occurrence)

Scenario: suitable for on-site work that completes in a single visit or single day.

  • Click a step to enable step check-in.

  • Select a check-in scenario; see Check-in scenarios. For distance validation and tuning, see Work Order Check-in Management.

  • You may choose standard check-in or photo check-in. Check-in records are stored on the Work Order Check-in Record object.
  • Reschedule settings: configure reschedule expiration and reschedule content.

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4.1 Step Check-in (Repeatable)

Scenario: Step check-in optional. When enabled, engineers must sign in before action items and must sign out from all steps before SOP completion.

  • Allow repeat check-in: engineers can check in repeatedly before completing all actions in the step; after a sign-in, a Leave Sign-out button appears. Clicking Leave Sign-out allows the engineer to later click Sign-in again to reactivate the step and continue actions. Clicking Complete Sign-out completes the step by default.
  • Missing sign-out recovery: if an engineer signs in but does not sign out by 23:59 that day, the record becomes a missing sign-out and can be recovered.

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Example:

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  1. SOP Global Repeating Actions and Global Repeat Check-in

  2. Enable repeating actions in the Global Settings panel.

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5.1 Global Repeating Actions

Usage scenario: suitable for multi-day on-site work where certain tasks occur only when needed.

  1. Click Add Repeating Action, then Node Settings on the right to configure the repeating action.
  • Create related records
  • Add inspection group
  1. Set assignees: choose Engineer or Collaborating Engineer.
  2. Repeat frequency: Unlimited (pending action auto-created 5 minutes after completion) or Once per day (pending action auto-created daily at 00:00) until the SOP node completes.

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5.2 Global Repeat Check-in

Usage scenario: suitable for multi-day on-site work where actions execute out of order but a daily check-in record is required — or for ad-hoc location/time reporting (for example, waiting for spare parts arrival and recording wait time).

  1. Click Add Repeating Action, then Node Settings.
  2. Choose action: Check-in, and configure the check-in scenario.
  3. Assignee: Engineer or Collaborating Engineer.

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  1. Workflow Node: On-site SOP

  2. Ensure the workflow is configured as an Interconnection flow.

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  1. Configure an On-site SOP node in the workflow so engineers can perform on-site tasks and execute step actions.

Note: A single workflow node can execute only one SOP. The node assignee is determined by the SOP action assignee settings.

Note: Check the Set as Interconnection Node option.

  • SOP Template: 1) select a specific template; or 2) match by rule using the SOP template’s Scope and priority. If no template matches by rule, choose Auto-complete this node or a fallback rule.
  • Action buttons: you can customize the primary action button label and hide the Complete button in the pending tasks list.

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