Keep commercial approval, customer authorization and finished-work acknowledgment distinct. The technician can show the customer what will change while the review trail preserves who approved the exact scope and when.
Record the additional work against the active service call, including price, terms, expiry and the customer location. Preserve the original work scope. Submit the estimate revision rather than starting extra billable work while approval is still pending. The submission captures its author and the configured review limit; a later reassignment or policy change cannot make the request self-approvable.
Technician prepares an Estimates revision with exact Scope, amount, terms and expiry, then submits it. An independent Crew Lead within approval limit snapshot or Operations Manager approves the exact revision: Status: Draft → Submitted → internally approved. The customer then signs that presented revision with authorization evidence: Status: Presented to customer → Approved. A changed scope or amount invalidates old decisions and signatures. Additional parts/labor must reference the approved estimate before work is charged.
The assigned Technician or Crew Lead records Status: Dispatched → en route → on site; 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. Additional parts and labor reference the exact approved estimate. Customer signature evidence is validated for the same call, document and scope; an image captured on another visit cannot authorize this work.
Technician requests completion while on site. Validate closed nonoverlapping labor sessions, posted parts, required photos, resolution summary and an immutable current-scope completion signature from an authorized customer signer. If payment is required, wait for confirmed capture covering the computed balance or an independent Operations Manager credit decision tied to the exact signed scope, unpaid amount and published policy revision. The retained credit receipt leaves an unpaid receivable; Pending, Authorized and Unknown payments do not satisfy collection. Only the validated server command performs Status: On site → Completed and stamps completed at. Signature and payment capture happen before this transition, never as a trigger that assumes completion already succeeded.
What Field Service Management enforces at each step.
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