FORGE
FORGE
Breadcrumbs

Details Step

Use the Details workflow step to control which appointment-related information technicians can view and edit in FORGE Mobile.

Important A Details step must include at least one entity, and every included entity must show at least one field, annotations, or contacts. A configuration that would show an empty entity panel cannot be saved.

Configure a Details Workflow Step

  1. Go to Settings, select Mobile, and open Workflow Designer.

  2. Select the workflow in the left pane. Select an existing Details step, or select Add Step to create a new step. New steps begin as Details steps.

  3. Use the Step Details panel to identify the step and control whether technicians can use it.

  4. Complete the following fields:

    • Step Name (Required): Enter the name technicians will see for this step. The workflow cannot be saved when a step name is blank.

    • Step Type (Required): Select Details. Changing the type changes the options available below the main step settings.

    • Active: Leave selected to show this step in the technician workflow. Clear it to keep the configuration in the designer while hiding the step from the mobile stepper, progress, completion checks, and step-specific loading.

  5. Choose the included entities. In Details Step, select the entity buttons that should appear as panels in FORGE Mobile. Select an active button again to remove it.

    • Included entities (Required): Select at least one supported entity. The order shown here becomes the panel order in FORGE Mobile. Drag an entity or use Move up and Move down to reorder it.

    • Appointment: Shows configured appointment information, such as the appointment number, status, priority, dates, duration, and supported custom fields.

    • Service Call: Shows configured service call information, including supported descriptions, status and reference information, resolution notes, and supported custom fields.

    • Equipment: Shows configured equipment information and, when enabled, equipment assignment and creation actions. Newer workflows may also use a separate Equipment workflow step.

    • Customer: Shows configured customer information and can include a customer-scoped contacts section.

    • Location: Shows configured location information and can include a location-scoped contacts section.

  6. Configure related information for each entity. Expand an entity and choose which related information technicians can use. The entity summary reports its field count and whether annotations and contacts are on.

    • Show annotations: Shows notes related to this entity. It is selected by default when the entity supports annotations.

    • Allow annotation CRUD: Allows technicians to create, view, edit, and delete annotations. Clear it to keep annotations visible but read only. This option is disabled when Show annotations is cleared.

    • Show contacts: Shows a separate contacts section for Customer or Location. Customer contacts and location contacts remain scoped to their own entity. This option is not shown for entities that do not support a contacts section.

    • Allow contact CRUD: Allows technicians to create, edit, and remove or deactivate contacts according to the existing contact rules. This option is disabled when Show contacts is cleared.

    • Allow assignment editing: For Equipment, allows technicians to assign location equipment to the service call or unassign equipment from it.

    • Allow create new equipment: For Equipment, allows technicians to create equipment for the service call location. Equipment creation and assignment are separate actions.

  7. Add and arrange fields. Use Available fields to add supported standard and custom fields to the entity panel. Added fields move to Selected fields.

    • Search available fields: Filter the available list by the customer-visible label, field key, or data type. Select Add beside a field to include it. The picker shows up to 12 matches at a time; refine the search when more matches exist.

    • Read only: Select this for a chosen field when technicians should see but not change the value. Leave it clear to make a supported field editable. Fields that the product does not support editing are always read only and cannot be changed here.

    • Field order Drag selected fields or use Move up and Move down to set their display order. Use Remove to take a field out of the entity panel. Collapse picker hides the available-field list without removing selected fields.

  8. Review the technician experience.

  9. Confirm that each included entity contains at least one selected field or has annotations or contacts enabled.

    • If multiple entities are included, technicians see them as expandable panels in the configured order.

    • A single included entity displays directly without entity expand or collapse controls.

  10. Select Save in the page command bar. A successful save keeps the focused step open and publishes the updated workflow for the current company and business unit.

After saving Technicians who are already inside an appointment that uses this workflow receive a Workflow Updated message. They must return to the appointment list and reopen the appointment before the new Details configuration appears. Inactive steps remain available in the designer but stay hidden in FORGE Mobile.

Operational Notes

Attachments are not downloaded automatically when annotations load. Uploading or downloading an annotation attachment requires an online connection. Supported Details changes can otherwise participate in the Mobile offline save and synchronization experience.

If Details-step metadata is unavailable, the designer cannot safely save the step configuration. Refresh the page after the service is available, or contact your administrator.