Set up Prompt Sets and Questions

What You'll Learn

How to create and configure prompt sets
How to add and customise prompt questions
How to set servicing frequencies
Troubleshooting common issues

Before You Start

Requirements:

The Prompts module must be enabled in your workspace. If you don't see Prompts in your main menu, contact <[email protected]>
Permission needed: Can change site configuration settings

Learn more about permissions and security groups

What are Prompt Sets?

Prompt sets guide your field technicians through asset servicing with structured questions that ensure accuracy and compliance. They're designed specifically for the fire protection industry and streamline data collection during maintenance.

Key Features:

✅ Visible on the Service Report (Prompts) template
✅ Answered on the Uptick App only
✅ Reviewed in the Work tab on the web platform
✅ Fully customisable for your business needs

Create a Prompt Set

Step 1: Set Up the Prompt Set

Navigate to Control Panel > Prompts
Click + Create
Complete the following fields:

Field	Description
Ref	Set a reference number for the prompt set
Name	Provide a descriptive name
Standards	Select applicable standards (must match routine service types)
Asset types	Select applicable asset types (ensuring they are maintained by the routine service types selected below.)
Routine service types	Select applicable routine service types (ensuring they align with the asset types and standards selected above.)

4. Click Save Prompt Set

💡 Tip: You can add multiple standards to one prompt set. This makes it more versatile and allows it to work with routine service types using any of those standards.

Add Prompt Questions

Step 2: Add Questions to Your Prompt Set

Navigate to Control Panel > Prompts and View your prompt set
Click + Add Question (scroll to the bottom if many questions already exist)
Double-click the columns to enter your information in the required and optional fields listed below (scroll across the column to see more information)
Click Save Prompt Set

💡 Tip: To sort, filter, and compact the information into a more readable format, use the following tools: the collapsible arrows, filters, column selection & drag and drop to move columns and the Compact Mode toggle.

Save time by using copy and paste to quickly select the frequency across multiple items. Just paste into any cell where you see a checkbox.

Configure Prompt Question Fields

Required Fields

Field	Description
Active	Check to display this question during asset servicing
Label	The main question text technicians will see

Optional Fields

Field	Description
Type	Choose the question format (see types below)
Ref	Add a standard reference (appears on service reports)
Help text	Extra information that appears when the question is clicked
Remark types	Limit which remark types can be selected for failed questions
Limit to variants	Apply question to specific asset variants only (e.g., Diesel pumps only)
Limit to routine service level types	Apply to specific service levels only (e.g., monthly)
Options	Add options for Choice or Multiple Choice questions
Required	Prevent technicians from proceeding until answered

Question Types Explained

Type	How It Works	Best For
Assertion	Pass/Fail/Not Tested options. Fail requires a reason	Compliance checks
Remark	Fail requires creating or linking a remark	Defects requiring documentation
Text	Free text answer	Observations or notes
Integer	Whole number answer	Counts or quantities
Decimal	Decimal number answer	Measurements
Date	Calendar date selection	Installation or expiry dates
Choice	Select one option from predefined choices	Single selection questions
Multiple Choice	Select multiple options from predefined choices	Multi-selection questions
Header	Informational title (no answer collected)	Organising questions into sections

💡 Recommendation: Most businesses prefer Remark type questions as they automatically require a remark when marked as "Fail", ensuring better compliance documentation.

Set Servicing Frequency

Step 3: Configure When Questions Appear

Scroll right to view all selected standards (they appear side by side)
Tick the frequencies each question should apply to: W (Weekly) through 32Y (32-Yearly)

Important: Frequency checkboxes apply to the overall frequency, not individual routine service level types. For example, if you tick Y (Yearly), the question will appear for ALL yearly service levels like Annual Survey and Annual Flow Test.

To target specific routine service levels: Use the Limit to routine service level types field when adding your question.

Edit Prompt Sets and Questions

Edit a Prompt Set

Navigate to Control Panel > Prompts and View the prompt set
Modify any fields
Click Save Prompt Set

Edit a Prompt Question

⚠️ Important: Editing existing prompt questions can cause sync conflicts with in-progress tasks.

Best Practice:

Create a new prompt question with the updated information
Mark the old question as inactive:
- View the prompt set and uncheck the Active box for the old question
- Scroll down and click Save Prompt Set

Troubleshooting

Prompts Not Showing on Tasks?

Check these common issues:

Issue	Solution
Timing	Prompt sets only apply to newly generated tasks. Existing tasks won't update automatically
Standards mismatch	Verify the prompt set standard matches the property and routine service type standard
Asset type not configured	Ensure asset types are selected in the prompt set configuration
Routine service type not configured	Ensure routine service types are selected in the prompt set configuration
Service level not ticked	Check that the appropriate frequency is ticked for each prompt
Unsupported frequency	Some frequencies (e.g., 7-yearly) are not supported by prompts
Variant mismatch	If a question is limited to specific variants, it won't appear for other variants

💡 Tip: To access prompts on the app, tap the Test button (Pass/Fail/Not Tested) rather than just clicking the asset name.

View Prompt Answers

On the App

Prompt questions are answered during asset servicing

On the Web Platform

Navigate to the task's Work tab to review answers

On Service Reports

Select the Service Report (Prompts) template when generating reports
This displays all questions and answers, particularly useful for Text, Integer, and Decimal responses