System & User Flows
Field Service Workflow
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The field service workflow is the core operational execution process. It governs every step a technician performs on-site — from pre-inspection to ADAS calibration to customer sign-off. The process is enforced digitally via the Technician Mobile App.
Non-Negotiable Steps: Pre-inspection photos, urethane application per AGRSS protocol, ADAS calibration (if applicable), SDAT communication, and post-installation photos are mandatory checkpoints. The app will not allow work order submission without all required fields completed.
Technician Field Service Flowchart
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Mandatory Photo Checklist
| Stage | Required Photos | Purpose |
|---|---|---|
| Pre-Inspection | Existing damage, VIN plate, current glass | Liability protection; documents pre-existing damage |
| Part Verification | Part barcode scan + part packaging label | Confirms correct part used; supports insurance claim |
| Urethane Application | Pinchweld preparation, primer applied, urethane bead | AGRSS compliance documentation |
| Post-Installation | Glass seated, interior view, exterior view | Quality assurance; warranty claim support |
| ADAS Calibration | Target setup photo, calibration tool screen, certificate | OEM calibration record; liability documentation |
AGRSS Urethane Application Protocol
- Inspect and clean pinchweld surface — remove all existing urethane, primer, and contamination
- Apply auto glass primer to bare metal areas; allow to flash off per manufacturer spec (typically 5 minutes)
- Apply glass primer to glass frit border; allow to flash off
- Apply FMVSS-compliant urethane in a continuous, uniform bead — no gaps, no bridging
- Set glass into opening within open time (typically ≤ 10 minutes depending on temperature)
- Check alignment on all four sides; adjust before urethane skins over
- Apply masking tape to hold glass in position during cure
- Calculate and communicate SDAT based on temperature and urethane type
Escalation Paths from Field
| Issue | Who to Call | Action |
|---|---|---|
| Wrong part delivered to van | Dispatcher via app chat | Dispatcher re-routes correct part; tech waits or reschedules |
| Calibration fails 3+ attempts | Dispatcher + OEM dealer | Schedule at OEM dealer at no cost to customer; document fully |
| Customer refuses post-install inspection | Dispatcher | Document refusal; submit work order with note; no liability assumed |
| Vehicle has undisclosed pre-damage | Ops Manager | Do not proceed; document photos; escalate for supervisor inspection |
| Safety concern (broken body panel near glass) | Ops Manager | Do not install; document; reschedule with body shop referral |