Field service is an add-on. If your subscription includes it, enable it under Settings → Organisation → Features. Then set up work types and the basic records you need before creating your first work order.
Create work types
Open Settings → Field service → Field-service settings and add at least one work type. Fault repairs and scheduled maintenance are useful starting points.
A work type sets the defaults for work orders: billing mode, billability, urgency, estimated duration, response and resolution times, and required qualifications. You can also attach a checklist and additional report fields, such as measurements or test results.
Add sites and equipment
A site is a place where work is carried out. Equipment is a machine or other asset maintained there.
Add records manually or use Import from file to import a spreadsheet. Import sites first, then the equipment associated with them. Review the preview and any row-level errors before confirming.
Add access details, such as gate and alarm codes, separately in the site’s details. These are not imported from a spreadsheet. Access details are visible to users with field-service administration permission and to the assigned technician on the day of the visit. They are not included in customer work reports, shared links or data sent to integrations.
Add parts and services to the item register
Open Settings → Invoicing and prices → Items. Quotes, work orders and invoices all use the same register.
An item can have a sales price, cost, typical duration and product code. Enable stock tracking for parts whose balances you need to monitor.
Check operator details and service hours
Open Operator details in field-service settings. Add the operator’s licence number if it is needed in maintenance records. Each technician’s own qualification number belongs in their qualification details.
Set service hours too. If a work type’s service commitment is tied to service hours, response and resolution times count only during those hours on working days. Otherwise, time also counts outside service hours. Public holidays follow the organisation’s holiday calendar.
Other field service settings
- The equipment type sets the equipment’s service interval, checklist and statutory service log class.
- Editing a checklist template does not change items already ticked.
- Extra fields are the organisation’s own fields for sites, equipment, work orders and work reports. Measurements recorded on a work report can be compared with earlier visits.
- Starting points: without a technician’s own starting point, the day’s route is calculated from the location’s default.
- Requests from the service request form arrive in the Incoming queue of the Projects workspace, and a request can be turned into a work order.
- Data retention: deleted attachments cannot be restored. Leave the operator’s licence number empty if there is none.
Check permissions
There are two main permissions for managing field service:
- Field service dispatch: managing work orders, visits and scheduling.
- Field service administration (agreements, items, stock): managing settings, registers and inventory, as well as actions such as releasing fixed-price work for billing and viewing site access details.
Check the permissions assigned to your organisation’s roles. Employees handling their own visits need access to the field-service feature, but not dispatch or administration permission. They can complete their own visit checklists, entries and work reports in the mobile app.