Published at: 2026-09-17
Process service reviews
Invite a customer after the work order reaches the service review node, then verify the review record and node result.
Overview
A review has two actions: the task owner provides an entry, and the customer submits the form. The system can also send entries by SMS or email.
| Role | Action | Entry |
|---|---|---|
| Engineer or task owner | Show a QR code, verify submission, and complete the node as prompted | App tasks or work order details |
| End user or guest | Open the entry, complete the form, and submit | QR code, SMS link, or email link |
Your organization controls the form, identity requirements, mandatory submission, skip options, and action labels.
Before you begin
[!IMPORTANT] - The work order reached the service review node. QR code entries appear only for QR-enabled methods. - The engineer owns the review task and can view the work order. - Registered-user reviews require customer sign-in. Guest reviews do not. - Automatic channels require a valid mobile number or email address.
Invite the customer
Use a QR code
- In App tasks or work order details, open the Service Review task.
- Select the QR-code action. Its legacy default label is Review QR Code.
- Show the QR code to the customer.
- Ask the customer to scan it and open the review on their phone.
- After submission, refresh the work order review records and task status.
- If required, select the task’s primary completion action.
Use automatic messages
| Method | Requirement | Verify |
|---|---|---|
| SMS | Rule target has a mobile number and the organization has quota | Mobile number and quota |
| Rule target has an email address and the template contains the review link | Address and template |
With channel priority, a successful higher-priority channel suppresses lower-priority channels. Otherwise, the system uses all selected channels.
Submit a customer review
- Scan the QR code or open the invitation link.
- If prompted, sign in with an end-user account or register.
- Verify the linked work order.
- Enter the configured rating, comments, signature, and other content.
- Select Submit.
- Close the page and tell the engineer that submission is complete.
[!TIP] Guest reviews do not require sign-in. Only administrators can enable guest access.
Node completion
- Review required: The node advances only after submission.
- Skip allowed: A configurable skip action appears when enabled.
- Multiple reviews: Several customers can review the same work order.
- Automatic completion: After the configured wait, the system skips the node if no customer submits.
Each submission creates a service review record with its configured record type, layout, rating, comments, signature, and source.
Expected result
- In work order details, open Service Reviews.
- Find the customer’s submitted record.
- Verify the content and source.
- Confirm that the node status follows its completion rule.
Troubleshooting
The QR-code action is unavailable
Confirm the current node, task owner, and QR-enabled method. Automatic-message-only configurations might omit it.
The customer must sign in
The organization permits only registered end users. Ask the customer to sign in or register.
The customer did not receive an automatic invitation
- For SMS, verify the mobile number and quota.
- For email, verify the address and review link, and check spam.
The node remains pending after submission
Refresh the order and review record. Complete any manual action after all required or multiple invitations.
Notes
- Do not submit a customer review from an engineer account.
- Do not forward a work order’s review entry to unrelated people.
- Follow the current task’s requirements for submission, skipping, and wait time.