[多维表格]如何用多维表格搭建简易工单报修系统，实现从提单到派单的全流程

前两天和朋友小C聊天，她现在是公司行政部负责人，平时也负责全公司的物业维修的工作。她抱怨到“现在公司维修的接单派单工作特别低效，平时用户有需要报修的东西，直接在工作群发图片，她还得手抄excel表格，然后给公司的维修师傅电话确认，消息有时经常淹没在微信群里，用户时不时就催促，维修师傅还总说派单信息没收到。“

整个团队本来就没几个人，很多精力都耗费在做信息传递上，真正花在解决问题上的时间太少了。

我说“你们内部用的是飞书， 你不如试试用多维表格搭一个简易的工单报修系统，也不需要开发，没什么成本，至少可以把目前线下的事情，放到线上自动化处理”

搭建简易工单报修系统：从提单到派单的全流程

小C说“其实我们的业务流程也很简单，我希望能实现用户自己扫描填单，提交后，单据自动分配给对应的维修人员，人员自行去跟进即可，我可以有一个地方看到所有的统计就好”

大概业务流程逻辑： 1.用户扫码，填写报修工单 -> 2.根据规则，对应维修人员收到报修通知 -> 3.维修，更新工单状态和完成时间

我们分别来看看每一步用多维表格怎么来实现。

1、扫码填写维修工单

当需要填写维修工单的时候，一般来说最方便的方式就是用手机扫码，打开工单，提交即可

（生成工单二维码）

（工单填写页面）

所以，核心就是维修工单的页面，我们可以用多维表格快速配置这样一个页面

我们可以新建一个“报修工单”的数据表，然后创建这几个字段

  • 栋、户号：即报修的区域，比如用户需报修的区域是1栋601号房，或者是某个办公区域（这个区域字段可以根据需求来维护）
  • 报修类型：是水电、还是家电，亦或是其他需报修的内容，可以由用户来选择，我们只需把选项维护好。
  • 联系方式：用户填写自己的联系方式，方便维修人员联系
  • 单据状态：比如此单据是待接单、处理中还是已完成。这个状态无需用户来填写（维修人员来更新），当用户提单后，这个状态默认是“待接单”

以上就是一个基础的提单页面所属的字段信息。

注：这里涉及到一个多维表格的功能点，就是当新增一条记录时，对应的单据状态如何默认为“待接单”状态

2、根据规则，对应维修人员收到报修通知

接下来， 当用户提单后，需要让对应的维修人员收到通知提醒。

这里就有两个问题，一个是如何正确的通知到对应的人员 ，另一个是如何可以收到通知提醒。

这两个问题就涉及到如何去配置多维表格了。

①我们先说第一个，如何正确的通知到对应的人员

一般来说可能不同的区域及不同的报修类型会有不同的负责人，举个简单的例子比如1栋的水电维护是A师傅。

所以我们在多维表格里需要维护好对应的规则。

这就需要我们再新建一个数据表“维修人员分工”

在这个表里，我们维护好对应的关系规则。

回到报修工单表中，我们可以新增一个维修人员字段，选择关联引用类型

也就是，在报修工单的表里，当我选择了报修区域和报修类型后，维修人员就可以自动带出来（根据我们维护的规则），带出来的这个人就是负责对应单据的维修人员了。

当可以带出来后，之后给对应的人员发送消息提醒，就好办多了。

②接下来我们再说如何给对应的人员发送消息提醒

正常来说，当用户提单后，对应的维修人员应该收到消息提醒

比如：【新工单提醒】XX师傅您好，X栋XXX业主报XXX，现场照片如下：X，联系电话：XXX。请尽快联系业务并上门处理，请确认接单。

点击“确认接单”，则自动把单据状态从待接单更新为处理中。

我们在多维表格自动化配置这个提醒

当接单时，对应提单人员也可以收到维修人员已接单的通知。

同样的配置方法，我们在自动化里，配置当单据状态变更时，就提醒对应的提单人员的自动化流程即可。

3、更新工单状态和预计完成时间

这个步骤主要就是维修人员去填写了，当接到维修任务后，需要去更新单据状态以及预计完成时间。

我们在维修工单数据表里，继续增加这两个字段。

以上配置之后，就完成了一个基本的提单派单全流程，小C把提单二维码打印出来，贴在公司各个角落，当有需报修的东西后，用户自行扫码下单即可。

接下来我们可以进行更进一步的设置

  • 通过高级权限功能，功能实现不同角色的数据隔离，维修人员只看到分配给自己的工单，管理层看到全量统计数据。
  • 通过「视图」功能，设置不同维度的展示样式。

后续还可以针对业务进行功能的拓展，比如我们可以设置一个维修人员的响应时间，当超过这个时间后，工单就标红提醒并且自动@负责人。

如上，增加“是否超时”字段，选择公式类型，公式为：

IF(AND(DAYS(NOW(),[用户提单时间])*1440+HOUR(NOW())*60+MINUTE(NOW())-HOUR([用户提单时间])*60-MINUTE([用户提单时间])>1440,[单据状态]="待接单"),"已超时","")

我们设定当当前时间减去提单时间大于1天，并且单据状态还是待接单的时候，就显示已超时，并且将此行标红展示。然后我们可以加一个动作流，当变为已超时时，就自动提醒对应的维修人员，以及行政负责人。

再或者，可以给每一个维修人员设置一个每天的接单上限，超过上限后就提醒提单用户等等。

视频介绍：

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