Decision Tree

Owned by Caroline Antoun
Last updated: Feb 16, 2024
4 min read

Decision Tree is a powerful tool set up in the Issue List Fields tab that can alter the flow of how a work order dispatches or stop the dispatch all together to avoid unnecessary work orders. This saves you time and money by avoiding dispatch fees when the wrong technician comes out or isn't needed at all. Enabling Decision Tree fine tunes the way a user interacts with the work order, allowing for more accuracy by directing the flow based off options customized to your business needs.


If you are unsure if you have this feature enabled, talk to your customer service representative.

Getting Started

  1. Identify Issue List items that need Decision Tree set up. 

  2. Outline the Decision Tree process for each Issue List item.
  3. Update the Issue List and upload to dashboard.

Identify Issue List Items that Need Decision Tree

An excellent way to identify the type of work orders that would benefit from using Decision Tree is by finding work orders that frequently have the NTE, Provider, or Category changed. Another work order type that benefits form Decision Tree is canceled work orders that cost your company in unnecessary dispatch fees. The easiest way to find those would be filtering for frequently canceled work orders in Service Automation.


Here is where premium analytics comes in hand as you can easily capture this data.


Outline the Decision Tree Process

Best practice is to outline or map the Decision Tree Process for each Issue List item. When mapping, outline the outcome of each decision point. This will help you when you enter the data into the Issue List.

Here is an example of mapping out the issue Door - Manual> Receiving Door > Won't Lock:

Update the Issue List Fields Tab

To set up Decision Tree, the data you just mapped out will be entered on the Fields tab using the instructions below:


How to Set up Decision Tree

Fill out the following columns to apply Decision Tree logic to an issue type.

  1. Area Name:(optional) Only fill this out if you wish the logic to apply to all areas where the Problem Group> Equipment> Problem Code match exactly.
  2. Problem Group and Equipment: Must be written exactly as it is spelled under the issues tab.
  3. Problem Code: (optional) Must be written exactly as it is spelled under the issues tab.
  4. ID: Add unique ID for each row. We recommend you use a similar ID for all lines of questions for same issue type and just add a number to the end so it is easy to see what is grouped together.
  5. Type: Choose the type of logic from the following: 
    1. select - allows you to utilize the Options field to pre-populate answers for the user to select from
    2. textbox - creates an open text field for the user
    3. label - displays text and is most useful for troubleshooting tips and further instructions
    4. datepicker - a calendar will pop up and require a date to be chosen
    5. stop - does not allow the user to create a work order and displays cancel button. This data is also captured in the Work Oder Avoidance Dashboard.
  6. Allow: Fill in input type allowed for this question (all, numbers, text).
  7. For: (optional)
  8. Expected Value: (optional)
  9. Options: (If Type = Select) Enter response selections separated by a comma.
  10. NextQuestions: (If Type = Select) Enter unique ID to the next line of questioning that is dependent on the Option the user chooses. It should be entered in the same order as under the Options column. When you type in End, this will stop the logic and pull up the work order review screen.

    1. For example: Under ID Select001, the options a user can choose from are Yes and No. If they choose Yes, it will take them to the next question, ID Select0025 and it will end the logic and display the Work Order Review screen and allow the user to create the work order. If they choose No, it will apply ID Stop001 which will display the cancel button and not allow the work order to be created.



  11. Header: Enter the questions you want the user to respond to.
  12. Trade/Priority/Category/NTE/Provider Rank Overrides: (Optional) (If Type = Select) These columns are dependent on the entries in the Options column and can override the original Trade/Priority/Category/NTE/Provider Rank based on the Option the user selects.

    1. For example: If the user selects Alignment, the trade would stay in DOOR - Manual, but if the user selects Lock & Key, then the trade overrides to Locks & Keys.
  13. Link to Media File: (Optional) Enter a URL to embed into the flow.
  14. Error: (Optional) Provide a message on screen for bad input
  15. Required: Type in True if this is a required question and False if it is not.
  16. Min/Max: (Optional) When Allow= Numbers, you can set a Min/Max number the user can input.
  17. Helptip: (Optional) Enter text to help the user enter accurate information. Ex: If the entry is a number, you can give them a range the number should be in like Must be between 32-64 to proceed.

Once you are finished, Save and Upload the Issue List.




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