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How to Automate Work Requests from Forms

Use Form Automation to turn public form responses into operational work, carry requester details into the lifecycle, and optionally give requesters a tracking page with confirmation controls.

Quick Summary

Open a public Regular Form, enable Form Automation, choose how responses should route, map requester fields, then decide whether requesters should receive updates, tracking, confirmation, and digital signature.

Before You Begin​

Requirements
  • Use a Regular Form
  • The form must be public
  • Prepare at least one Work Request Template if you want template-based routing
  • If you want requester confirmation, map at least email or mobile

What Form Automation Can Do​

With Form Automation enabled, Infodeck can:

  • create a work request automatically from a form response
  • route responses through one template or different templates based on rules
  • carry requester name, email, and mobile into the request and work order flow
  • send requester updates by email or supported mobile channels
  • publish a public tracking page
  • let requesters confirm resolution or reject it with structured follow-up

Step-by-Step Guide​

Step 1: Open the Form​

  1. Go to Forms
  2. Open the form you want to automate
  3. Make sure it is a Regular Form and available publicly

Step 2: Turn On Form Automation​

  1. Open the form settings flow
  2. Turn on Form Automation
  3. A new automation section will appear for routing, mapping, and requester follow-up

Step 3: Choose Trigger Mode​

You can run automation in two ways:

ModeUse It When
AlwaysEvery response should create the same operational flow
ConditionalOnly responses matching certain answers should trigger automation

If you use Conditional, add the field rules that decide when automation should run.

Step 4: Choose the Request Flow​

You can route responses in two patterns:

Routing PatternWhat Happens
One template for all matching responsesEvery qualifying response follows the same work request template
Template rulesDifferent responses can route to different templates based on field values

When selecting templates, watch for templates marked as a straight-through work order path. Those are templates designed to auto-approve safely and carry into the official work order without a manual approval stop.

Step 5: Map Work Request Fields​

Map important form answers into the work request so operations teams do not need to retype the same information later.

Typical mappings include:

  • subject
  • description
  • location
  • priority
  • category or trade

Step 6: Map Requester Details​

Map the requester fields from the form response:

  • requester name
  • requester email
  • requester mobile

These fields power requester updates and public tracking.

Step 7: Decide Whether to Enable Tracking and Confirmation​

The requester follow-up controls work as a dependency chain:

SettingWhat It Does
Public TrackingCreates a requester-facing progress page
Requester ConfirmationAdds confirm resolved and not resolved actions on the tracking page
Digital SignatureRequires signature capture when confirming resolution

Important rules:

  • Requester Confirmation requires Public Tracking
  • Digital Signature requires Requester Confirmation
  • Requester Confirmation also requires requester email or mobile mapping

Step 8: Choose Requester Updates​

If Public Tracking is enabled, configure how requesters receive updates:

  • Channels: email and supported mobile update channels
  • Mode:
    • Milestone
    • All status changes

For most teams, Milestone is the cleaner starting point.

Step 9: Save and Test the Full Flow​

  1. Save the form
  2. Submit a test response
  3. Confirm the response creates the expected work request path
  4. Check requester details were carried correctly
  5. If tracking is enabled, open the tracking link and test the requester journey

For a first production rollout, keep the flow disciplined:

  1. Use Always trigger mode unless you genuinely need branching rules
  2. Start with one safe template
  3. Map requester email before turning on confirmation
  4. Turn on Public Tracking first
  5. Add Requester Confirmation only when the operational team is ready to handle reopen scenarios

Real-World Example​

Tenant Fault Reporting​

Situation: A tenant submits a public fault-report form and should be kept informed without calling the operations desk.

Solution:

  1. Use a public Regular Form
  2. Enable Form Automation
  3. Route the response into the right Work Request Template
  4. Map requester name and email
  5. Turn on Public Tracking
  6. Turn on Requester Confirmation if the tenant should approve the completed result

Result: The response enters the work flow cleanly, and the requester gets a clear follow-through path instead of being left in the dark.

Need help? Contact Infodeck Support

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