Field Service
Work orders for technicians — customer assets, service contracts, checklists, preventive maintenance, reliability analytics, company tools, dispatch board and van stock.
Available with the Field Service module. Technicians use the mobile app with the Field Technician role.
Work Orders (/field-service/work-orders) — WO · stock ↓
Statuses draft → scheduled → dispatched → in_progress → completed | cancelled.
- Header: client, site/asset, type (repair, installation, inspection, PM), priority, SLA from service contract, scheduled window, technician(s), vehicle.
- Parts, labour lines, checklist, photos, customer signature.
- Sources: manual, Helpdesk ticket escalation, Preventive Maintenance, service contract, customer portal request.
- Completion can generate a sales invoice for billable parts/labour (contract rules decide what is covered).
Parts and stock
- Office users add parts in the Products used table; technicians add them in the app (Parts used) while the job is open. Each product appears once per job — adding it again raises the quantity.
- When the job is completed, stock parts are taken out of stock with decrease movements (layers and costing as for any issue). Service products are skipped.
- Warehouse used, in order: the Parts warehouse set on the work order → the warehouse of the job's vehicle → the van driven by the technician (the one completing the job first, then other assignees). If none is found and the job has stock parts, completion stops and asks you to set a warehouse.
- Not enough stock stops completion with the product and warehouse in the message, unless the product allows negative stock.
- Lot / serial: enter it on the line, or leave it blank to auto-pick (serials always; lots under FIFO, FEFO or LIFO costing, in that method's order). Lot-tracked parts under average costing need a lot number before completing. Auto-picked identifiers are written back to the line.
- Stock is posted once per work order. After posting, the lines and parts warehouse are locked. Office users with update rights can Reopen a completed job (back to in progress): parts go back into the van, and any COGS journal from completion is reversed. Reopen is blocked while a sales invoice from the job still exists — cancel that invoice first. Technicians cannot reopen from the app.
- The work order shows a Parts stock card with the warehouse, posting date, the movements and a link to Inventory → Stock movements.
- COGS: with COGS on shipment, completion posts a COGS journal (COGS / inventory). With COGS on invoice, the work order's sales invoice picks up the cost from the completion movements. Invoices from a work order whose parts are already posted do not move stock again.
Assets (/field-service/assets)
Customer equipment under service: serial, model, location, install date, warranty, linked contract, service history, criticality. Not the GL "fixed assets".
Service contracts (/field-service/service-contracts)
Recurring coverage with SLA targets (response/resolution), covered assets, included visits, pricing and billing (recurring invoices).
Checklist Templates (/field-service/checklist-templates)
Reusable checklists (steps, measurements, pass/fail, photos) attached to work-order types; optional daily or weekly runs that technicians complete in the app.
Preventive Maintenance (/field-service/preventive-maintenance)
Recurring schedules per asset (interval by time or meter) that generate work orders before due.
Reliability (/field-service/reliability)
Failure codes, MTBF / MTTR, asset criticality ranking.
Tools (/field-service/tools)
Company-owned tools and equipment: assignment to technicians, calibration/inspection dates. Separate from customer assets and van stock.
Customer updates: "on the way" and ETA
- In the Field Service app the technician taps On my way on a scheduled or dispatched job. The job moves to dispatched and the phone's GPS position is saved. The ETA is the straight-line distance to the site × 1.3 (detour factor), driven at 40 km/h on average.
- No GPS? The technician picks 15 / 30 / 45 / 60 min instead. The same buttons update the ETA later ("running late").
- The customer gets an e-mail in the partner's language (en, mk, sq, de) with the ETA, scheduled window, address and a tracking link (
/track/…). The page shows the steps Scheduled → On the way → Arrived → Completed, the ETA and, while the technician is driving, their position on a map. It refreshes every 30 seconds and needs no login. - While the job screen is open, the app sends the position every couple of minutes. If the ETA moves by 15 minutes or more (at most one e-mail per 10 minutes), the customer gets an "updated arrival time" e-mail.
- On the work order, Customer updates shows the travel status, the ETA, the tracking link and every update sent or skipped. Dispatchers can set a new ETA and send it by hand.
- The site location comes from the partner location pin, or the partner's own pin if the location has none. The e-mail goes to the partner's e-mail; without one, the update is logged as Not sent · no email.
- Company settings (
settings.field_service):customer_notifications(on),average_speed_kmh(40),road_factor(1.3),eta_update_threshold_minutes(15),eta_update_min_interval_minutes(10),default_stop_minutes(60).
Dispatch (/field-service/dispatch)
- Week board — technicians × days with conflicts, presence and "On the way · ETA" badges.
- Daily route — one technician's stops for a day, reordered with the arrows, with a map of the route above the list.
- Map — every technician's route for a day as a colored line with numbered stops. Unassigned jobs show as grey pins and drivers on the way as van pins. Click a pin to open the job. The side panel lists stops done per technician.
- Optimize route (daily route or map panel) — previews a shorter stop order with current vs optimized km and the distance saved, then applies it. Started and completed jobs stay first; stops without a map pin go last. The route starts from the last started job, else the technician's GPS position today, else the default warehouse. Tick Also update scheduled times to re-time the stops back to back from the first start time, keeping each job's duration. Distances are straight-line × detour factor, not road routing.
Van stock (/field-service/van-stock)
Stock on technician vans (each van is a warehouse linked on the vehicle). Replenish with stock transfers into the van warehouse; parts on completed work orders decrease it (see Parts and stock).
Related
- Mobile app: Field Service app
- Tickets: Helpdesk