What You'll Learn

How to create and configure prompt sets
How to add and customise prompt questions
How to set servicing frequencies
How to set up a task-based prompt set
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- When the Prompts module is enabled, prompts will immediately become visible to technicians working on tasks. To avoid disruptions to ongoing tasks, enable the module during low-activity periods, such as late in the day or at the end of a workweek.

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

Asset-based and task-based prompt sets

Every prompt set is either asset based or task based. The Type you choose when you create it decides how the questions reach the technician.

Type	How it reaches a task	How it is answered
Asset based	Matched to the task from the standards, asset types and routine service types set on the prompt set	Once for each asset serviced, from the Work tab
Task based	Added to the task by a Prompt set action in an action group	Once for the whole task, from the Actions section

Use a task-based prompt set for questions about the job or the system as a whole rather than an individual asset, such as the owner's and inspector's sections required by NFPA standards.

Find, filter and download prompt sets

Navigate to Control Panel > Prompts to see all your prompt sets. Use the Search box to find a prompt set by name, or click Add filter to narrow the list by Asset Type, Standard, Type, Routine Service Type, or Has answers.

Click Download to export the questions for the prompt sets shown in the list — handy when you want to target specific prompt sets, update them in bulk and re-import them (see How to import prompt questions).

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
Type	Select Asset based to have the questions answered against each asset, or Task based to have them answered once for the task
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.) Not required for a task-based prompt set
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.- For best results, plan the implementation of prompts during off-peak hours to ensure a smooth transition.

Add Prompt Questions

Step 2: Add Questions to Your Prompt Set

Note: Every prompt set must have at least 1 Header type.

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
Type	Choose the question format (see types below)

Optional Fields

Field	Description
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
Header	Informational title (no answer collected)	Organising questions into sections
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
Ternary	Yes, No or NA answer with configuration to set the expected answer. The unexpected answer will fail the asset	North American workspaces were questions are not structured as pass or fail
Photo	Photo answer either configured as single or multiple photos	Great when you want to have before and after photos of a inspection or cleaning

💡 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.

Important: There are 2 ways to configure your question frequencies and this depends on whether you have routine levels that supersede on your routine.

Learn more about routine superseding here.

Option 1: Superseding Routine Levels

When this option is enabled, higher-ranked routines (e.g., Yearly) will automatically include all questions from any lower-ranked routines (e.g., Monthly) that they supersede.

How it works: When a Yearly and Monthly service are due in the same month, only the Yearly service will be generated, but it will contain the questions from both the Monthly and Yearly routines.

Setup: For this to work correctly, you must select every prompt question you want to be answered for that frequency. For example, a Monthly prompt question must also be ticked for the Yearly frequency to ensure it appears on the task.

Option 2: Non-Superseding Routine Levels

When this option is enabled, each routine level operates independently.

How it works: If a Monthly and Yearly service are due in the same month, both routines will be added to the same task (provided they have the same service group), and each will pull through only its own associated questions.

Setup: You only need to select the prompt questions for their specific frequency (e.g., tick Monthly questions only for the Monthly routine).

Set up a task-based prompt set

A task-based prompt set is answered once for the task instead of against each asset. It reaches the task through an action, so setting one up is two steps: build the prompt set, then add it to an action group.

Step 1: Create the prompt set

Navigate to Control Panel > Prompts and click + Create
Set Type to Task based
Complete the remaining fields as described in Create a Prompt Set above. Asset types are not required
Click Save Prompt Set, then add your questions as described in Add Prompt Questions above

Step 2: Add the prompt set to an action group

Navigate to Control Panel > Actions and open or create an action group template. Add an action with a Type of Prompt set, select your prompt set, and set the action to Field so technicians see it in the app. To have the prompt set applied automatically, tick Default on the template and set Conditions such as the routine service type. For the full steps, see Create an action group template and set it to auto-apply to tasks.

Use one action per prompt set. Where the questions differ by frequency, build a prompt set for each frequency and use the action group template Conditions to control which one reaches the task.

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

Moving a prompt question to another header

Once a question is saved and answers have been added on the mobile app, you cannot move a question to a different header.