Overview
A process is a state tree that allows a task to progress through different states (e.g., Draft → Dispatched → On the way → Completed). Every task type must be linked to a workflow, even a minimal one, in order to function.
Main Use Cases
Control the lifecycle of a task with statuses adapted to your operations.
Control who can do what through transitions and role permissions.
Trigger automations at the right moment (emails, plugins, transfers, etc.).
Optimize the mobile experience based on the task status (sent to mobile, locked, etc.).
Understanding How a Process Works
States
Each state (step/status) contains:
A name
An identification number (Sequence ID)
A color
One or more transitions to other states
Note: The name and color can be modified without significant risk. The Sequence ID, however, should be handled carefully.
Transitions and Roles
A transition defines:
Which state a task can move to.
Which roles are authorized to perform that transition.
Example
A User can move a task to Start Work (400).
An Administrator can move a task to Start Work (400), On the way (300), and Cancel (1000).
Accessing Workflow
Navigate to Configuration.
Click Workflow.
Select a process from the list to view its states.
Tip: In the list, the workflow name is displayed (for example, Service Call). The associated task types are displayed separately, often through their prefixes.
Understanding the Sequence ID
The Sequence ID is the technical identifier for a state. It is used to:
Link automations (e.g., "when reaching step 600, send an email").
Ensure certain plugins and integrations function correctly.
Determine key behaviors, especially on mobile devices.
Important: Do not modify an existing ID without understanding the consequences. Doing so may break automations or expected system behaviors.
ID Ranges and Behaviors (Quick Reference)
ID Range | Behavior |
0 to 99 | Task has no assigned employee/resource (e.g., Draft before assignment) |
100 to 199 | Task is assigned but not sent to mobile |
200 to 599 | Task is available on mobile (the mobile user controls the data) |
600 to 999 | Administrative states (task remains visible on mobile for 24 hours but cannot be modified) |
1000+ | Out-of-flow states (e.g., Cancelled, Archived) |
Tip: If you need to correct a task already sent to mobile, move it back to an "Assigned" state (100–199), make the necessary changes, and then dispatch it again.
Configuring a State
Main State Fields
When adding or editing a state, you will typically see the following fields:
Sequence ID
The state's identification number.
Action Name
The text displayed as an available action during a transition (e.g., Start Work).
Status Name
The text displayed when a task reaches this state (e.g., Work in Progress).
Color
The color displayed in the interface (supports any HEX color code).
Synchronous
Forces a server connection before progressing to this state (commonly used with plugins and automations).
Automatic Progression by Scan (Mobile)
Allows certain status changes to occur automatically through scanning, depending on mobile configuration.
Property Used to Hide the State
Hides the state when a specified Boolean property is selected.
Available only for states with an ID greater than 200.
Important: The Synchronous option can prevent users from progressing if they do not have network connectivity. Use it only when synchronization must be enforced (for example, triggering an automation, injecting data, or sending a mandatory email during task progression).
Adding or Modifying Transitions
Navigate to Configuration > Workflow.
Open the desired process.
Select the state from which you want to create a transition.
Add the transition to the target state.
Select the authorized roles.
Save your changes.
Tip: You can also define which states can transition into the state you are currently configuring. This is useful for creating return paths or alternative workflows.
Adding a New State (Step)
Navigate to Configuration > Workflow.
Right-click the process name.
Click Add Step.
Define:
Sequence ID
Action Name
Status Name
Color
Add incoming and outgoing transitions (including role permissions).
Click Save.
Note: For a step that must be completed on the mobile app, choose a Sequence ID between 200 and 599.
Linking a Workflow to a Task Type
Navigate to Configuration > Task Types.
Open the desired task type.
In the Workflow field, select the desired process.
Save the changes.
Note: If you modify a process already assigned to a task type, the changes apply immediately. A page refresh may be required.
Best Practices
Duplicate an existing workflow instead of creating one from scratch, especially when multiple transitions are required.
Respect the ID ranges to avoid unexpected behavior (mobile, locking, etc.).
Avoid reusing IDs that are conventionally assigned to specific actions.
Create transitional states to handle exceptions (e.g., sending a work order back without pricing).
Reserved IDs and Conventions
Some IDs are reserved or commonly used by convention to ensure proper system behavior and simplify onboarding for new customers.
Reserved IDs (Critical)
ID | Description |
0 – Draft | Initial state when a task is created |
100 – Draft – Assigned | Reached when an employee/resource is assigned |
200 – Dispatched | Point at which the task is sent to the mobile application |
600 – Completed | Point at which the task can no longer be modified on mobile |
1000 – Cancelled | Cancellation state |
Convention-Based IDs (Can Be Modified if Needed)
ID | Description |
300 – On the way | Reserved for the On the way activity in the timesheet |
340 – Quote – Send to Customer | Reserved for quote submission |
400 – Work in Progress | Reserved for the In Progress activity in the timesheet |
605 – Quote – Accepted | Automatically reached when a quote is accepted |
620 – Quote – Rejected | Automatically reached when a quote is declined |
700 – Transfer to Accounting System | Triggers invoice transfer |
750 – Invoiced | Automatically reached after a successful transfer |
755 – Non-Billable | Indicates that a task is not billable |
760 – Transfer Error | Automatically reached after a failed transfer |
Note: Some accounts were built without following these conventions. This is not necessarily a problem.
Frequently Asked Questions
Can I delete a workflow state?
No. You can disable a step. It will no longer be available within the process, but it remains visible when disabled items are shown.
What happens if a task is already in a disabled state?
The task can remain in that state. You can then move it to another state, but the disabled step will no longer be selectable.
Which states are created by default in a new process?
In most cases:
Draft
Dispatched
On the way
Work Started
Completed
The Cancelled state is typically reserved for administrators.
How can I quickly display cancelled tasks?
In the task list, use the Show Cancelled Tasks option, usually accessible from the options menu in the top-right corner.
What is the purpose of the "Synchronous" option?
It forces the status progression to occur through a server connection, ensuring automations run correctly and data is synchronized before information is returned to the mobile app.