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Appointment Workflow Designer

The Mobile Appointment Workflow Designer in the MobileTech Admin app lets administrators define how appointments should flow for technicians in the field.

Using this designer, admins can:

  • Create multiple appointment workflows for different scenarios (for example, by customer, problem type, or priority).

  • Define the ordered steps technicians should follow in each workflow (tasks, products, time entry, MobileTech+ questionnaires, etc.).

  • Configure rules that automatically choose the appropriate workflow for each appointment.

All workflows, steps, and rules are stored in Dataverse tables and are managed through a web resource in the MobileTech Admin app under Setup. This topic covers configuring workflows; it does not cover how workflows run in the mobile app.

Configure Appointment Workflows

Open the Appointment Workflow Designer

  1. Sign in to the MobileTech Admin app.

  2. In the sitemap, go to Setup.

  3. Select Appointment Workflow (below Woodford).

Create or Select a Workflow

  1. In the workflow list, select an existing workflow to edit or choose New to create a new workflow.

  2. Enter a Name and Description for the workflow.

  3. (Optional) Set Is Default if this should be the fallback workflow when no rules match.

  4. Ensure Is Active is selected for workflows you want available.

  5. Adjust Sort Order to control which workflow is evaluated first when multiple workflows could apply.

Define Workflow Rules

In the Rules section, add one or more rule rows.

For each rule:

  1. Select a Field, such as:

    • Customer

    • Problem Type

    • Call Type / Service Type

    • Priority

  2. Choose an Operator:

    • equals – match a single value.

    • in – match any value from a list.

  3. Select one or more Values. For in operators, you can add more than one value.

  4. Set the Sort Order for the rule rows if needed.

Keep in mind:

  • All rule rows within a workflow are combined with AND (all must match).

  • If a workflow has no rules, it applies to all appointments.

  • When multiple workflows match, selection uses:

    • Sort Order

    • Name

    • Default workflow if no matches are found.

Add and Order Workflow Steps

In the Steps list, add steps to define the technician’s appointment process.

For each step, select it and edit the details in the Step Details panel:

  1. Enter a Name and Description.

  2. Select a Step Type, such as:

    1. Tasks

    2. Products

    3. MobileTech+

    4. Time

    5. Resolution

    6. Custom

  3. Mark Required if the technician must complete this step.

  4. If Step Type = MobileTech+, select a MobileTech+ template from available templates.

  5. If Step Type = Time, choose a Time Type of labor or travel.

  6. Set Is Active and Sort Order for each step.

  7. Use Move Up / Move Down to reorder steps. Steps run in the order defined by the sort order.

  8. Save or Reset Your Changes

    • Click Save to commit workflow, rule, and step changes.

    • Use Rename to update the workflow name if required.

    • Use Delete to remove a workflow that is no longer needed.

    • Use Reset to discard unsaved changes and reload the current workflow data.

Verify Configuration (Recommended)

Review each workflow’s rules to confirm:

  • The field, operator, and values reflect the intended criteria.

  • Only one workflow will typically match a given appointment based on sort order.

  • Check that:

    • All required MobileTech+ steps have a template selected.

    • All Time steps have a valid time type (labor or travel).

    • The appropriate workflow is marked as Default to ensure a fallback exists.