Who this guide is for
Workshop, warehouse and customer service teams.
A case, step by step
A client reports a loss through the portal. Warehouse reviews inventory and customer service prepares a reply; the template does not send that reply automatically.
Fictional example for working through the process; not a customer result.
What to do in each situation
- Affects use or an immediate departure.
- Escalate to the workshop and production; an owner decides availability and replacement.
- Insufficient information to assess damage.
- Request the serial number, photos and context; keep the review open.
- The item already has an open incident.
- Link the new information and avoid duplicate interventions.
- The intervention is complete.
- Check the functional test and record the closure owner and date.
Before you call it done
Check off what you have reviewed. Checks last only while this page is open.
Your working toolkit
Your control sheet
Start with this example record. The PDF includes a blank worksheet to apply the procedure with your team.
| Field | Filled example |
|---|---|
| Item / serial | Projector / PRO-018 |
| Symptom and evidence | Intermittent image / attached video |
| Impact | Reserved for tomorrow at 09:00 |
| Resolution / owner | Replacement checked by workshop |
A message you can adapt
[Item / serial] has [symptom]. Affects [order / date]. Owner: [person]. Next review: [time]. Evidence and status: [link].
Replace the fields and check the facts before using it. This page does not send messages.
How to tell if it is working
- Time to assignment
- Assignment time minus opening time; review median and outliers.
- Open incidents with an upcoming departure
- Count items with an open incident and a reservation within your preparation window.
These measure your process; they are not guaranteed improvements from using the template.
From procedure to your Filmo workflow
The guide above is a working method for your team. The catalog describes the intended automation, but Filmo's help lists Workflows as coming soon. Check access in your account before planning activation; downloading the guide does not activate the workflow or carry out the decisions in the procedure.
- Start
- An event occurs
- Scope of this template
- Create internal tasks and notifications. Neo supplies context; the template does not reply to the client.
- Before activation
- Configure recipients, connections, conditions and permissions. Try one case that should act and one that should stop. Review results before enabling sends or document changes.
Does the template automatically block equipment?
Do not assume it does. The workflow scope is described below. Verify the technical assessment and availability change in your configuration.