How Field Service Works

What Field Service does

Field Service manages the dispatch and tracking of technicians doing on-site work. A Work Order is raised for each job, assigned to a technician, scheduled on the dispatch board, and tracked through to completion. Time and materials are logged against the work order and flow into Billing.

Work order lifecycle

Created → Assigned → Scheduled → En Route → On Site → Completed → Invoiced

1. Create a work order — manually, or automatically from a Service Desk ticket (the ticket and work order remain linked)
2. Assign a technician — pick from available employees (pulled from HCM)
3. Schedule it — place it on the dispatch board at the appropriate time slot
4. Technician travels — status updates to En Route (can be updated from mobile)
5. On site — the technician logs time, parts used, and notes
6. Complete — sign-off (optionally by the client on site)
7. Invoice — time and materials flow to Billing for the client invoice

The Schedule Board

The schedule board is the visual dispatch tool. It shows all technicians across columns and time slots down rows — like a calendar, but for work orders. Drag and drop work orders to reschedule or reassign. Colour coding shows status at a glance.

Creating a work order from a ticket

The most common path for MSPs:

1. A support ticket is raised (via email, portal, or manually)
2. The ticket requires on-site work
3. On the ticket, click Create Work Order
4. A work order is created, linked to the ticket, with the client and device details pre-filled
5. Assign and schedule as normal

Resolving the work order does not automatically close the ticket — you do that separately, maintaining a clear record of both the remote support workflow and the field visit.

Preventive Maintenance

Field Service → Preventive Maintenance schedules recurring work orders automatically:

• Annual HVAC service
• Quarterly fire suppression testing
• Monthly printer maintenance

Define a schedule template and assign it to a client location. Work orders are generated automatically ahead of each scheduled date — you never miss a planned maintenance visit.

How Field Service connects to the rest of the platform

Service Desk: Work orders are created from tickets and remain linked — agents can see the work order status on the ticket, and technicians can add notes that appear as internal ticket comments.

HCM: Technicians are employees. Travel time is loggable as mileage. On-site time feeds into time-entry records.

Billing: Materials used and time logged on a work order generate billable line items. Review and approve them in Billing before sending the invoice to the client.

CRM: Work orders belong to a CRM company — all site visits appear in the company's activity timeline.

Calendar: Scheduled work orders appear on the Team Calendar so everyone can see field commitments.

Where to go next

• Create a Work Order
• How HCM Works
• How Billing Works