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- Field Service Management
- Features
- Routes and mobile work
Routes and mobile work
Give technicians the route, job context and work history they need in the field.
OverviewCalls Awaiting Customer Signature×
Field Service Management · Routes and mobile work
New
Calls Awaiting Customer Signature
Service calls
| Call number | Customer | Assigned technician | Arrived at | Scheduled start | Status | |
|---|---|---|---|---|---|---|
| SC-40626 | Harbor Point Shoe Co. | Ibrahim Farouk | 23 Oct | 29 Oct | On site | |
| SC-17587 | Harbor Point Shoe Co. | Ibrahim Farouk | 20 Oct | 29 Oct | On site | |
| SC-52800 | Cedar Square Dental | Tessa Nguyen | 03 Nov | 05 Nov | On site | |
| SC-60525 | Elm House Property Group | Tessa Nguyen | 16 Oct | 20 Oct | On site | |
| SC-32883 | Bayview Kitchen Works | Daniel Okafor | 23 Oct | 27 Oct | On site |
6 of 6 records
Harbor Point Shoe Co.Service calls · SC-40626
On siteAssigned technicianIbrahim Farouk
Arrived at23 Oct
Scheduled start29 Oct
What you can do
Start with the accepted route
Technicians open the day’s assigned stops with customer location, service category and the accepted schedule. Travel estimates help them prepare for the next visit while dispatch keeps control of commitments. A changed route is a proposal until the dispatcher accepts the revised plan. The customer therefore receives updates based on an agreed visit rather than every background calculation.
The mobile route also supports crew work. Access follows the actual assignment and effective crew membership. A technician can see the information needed for that work without gaining access to every other technician’s calls, truck or payment records. When an assignment changes, server authorization changes with it, even if an older job remains cached on a disconnected device.
Record the work as it happens
Check-in starts the on-site record and the technician’s labor session. Notes, before-and-after photos, materials and customer acknowledgments stay connected to the same visit. Crew members record their own labor, so a shared call does not turn into a single ambiguous clock. Open sessions remain visible until their end time is confirmed; reporting does not treat an unfinished clock as completed billable time.
Customer-facing notes and internal working notes have different visibility. A repair observation can appear on the receipt when appropriate while dispatch instructions remain internal. Required photographs follow the service category’s configured evidence needs rather than an arbitrary universal checklist.
Work through a loss of signal
A disconnected technician can retain supported work entries locally and see which items still need synchronization. The interface distinguishes captured work from accepted server results. A stored signature image or payment request does not by itself complete a visit. On reconnect, the original command identity and source revision let the system recognize a replay and return the original result instead of duplicating labor, parts or a charge.
How the work moves
Work the assigned visit. The assigned Technician or Crew Lead records Status: Dispatched → EnRoute → OnSite; server acceptance stamps arrival and opens a labor session. ETA communications require current channel permission. Labor, parts, notes and required photos are scoped to the call and authorized crew; only server commands append service call activities. Times are instants, not date-only values.
Synchronize mobile commands. Offline notes, photos, labor and signature captures retain device event key, captured at and expected call revision. On reconnect, validate the real principal, current assignment and source revision, then apply each accepted command once. An obsolete assignment or stock conflict remains Failed for reviewed reconciliation; timestamps do not silently win conflicts. Offline payment requests remain unconfirmed intents; no device acknowledgement establishes a processor capture.
Review the exception
A reassigned call or an unavailable part can make an offline event conflict with current operations. Keep the event and its reason available for review instead of silently choosing the latest device timestamp. Operations Manager can reconcile that event against the accepted call history. Card details never belong in notes or the synchronization payload, and payment confirmation remains dependent on the configured payment service.
What your team sees
- My Route Today. Follow the assigned stops and accepted travel plan for the working day.
What it keeps track of
Data model- Routes
- Per-Tech daily route header. Generated by
route-planningnightly; revised throughout the day on cancellations and reschedules. - Route stops
- The ordered stops on a day’s route. One per service call in the day’s plan, plus optional warehouse-stop entries for parts pickup.
- Service calls
- One on-site visit with a committed assignment, customer window and completion receipt. Created → Scheduled → Dispatched → en route → on site → Completed is the successful path. Cancelled and Rescheduled are controlled exception branches before completion, not transitions after a completed signed visit.
- Service call labor
- Labor entries — one per Tech per session on the call. The check-in / check-out workflow opens and closes a row automatically; manual entries are allowed for crew helpers.
- Service call notes
- Free-form notes — Tech observations, dispatcher dispatch instructions, manager call-out. Visibility flag controls customer-receipt visibility.
- Service call photos
- Before / during / after photos — the dispute-killer. Required by service category configuration on most repair categories.
- Mobile sync queue
- Pending mobile commands captured while disconnected. Notes, labor, photos and signature captures wait for authenticated server validation and revision checks. Payments remain unconfirmed requests, and server completion is not claimed until all required checks succeed.
Who uses it
Permissions- Technician
- Records work only on assigned individual calls or calls assigned to a crew of which they are a current authorized member.
- Crew Lead
- Works assigned crew calls and provides an independent pricing decision where the configured limit permits.
- Dispatcher
- Commits qualified assignments and customer windows and coordinates schedule changes.
- Operations Manager
- Owns service capacity, escalations and independent commercial decisions.
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