Introduction

This document serves as a guide for users of the Home | Feeld.ai , designed to function within the Onfinity.io . This user manual aims to demonstrate to the users how field service processes are executed in the system, while also providing Sstep-by-step instructions for completing transactions and processes.

Overview

Our Field Service Management (FSM) module is designed to optimize and streamline the delivery of services to customers at their locations. This system help businesses manage field service requests, schedule and dispatch technicians, track inventory, and monitor service performance in real-time. This  also includes features like mobile access, GPS routing, customer management, and SLA tracking, improving efficiency and enhancing customer satisfaction.

Process Flow Chart

This is standard flow chart for field service in feeld.ai. Three roles are considered in this process flow as mentioned.

Open

Master Data Setup

Master Data indicates the initial data maintained centrally to ensure consistency across the enterprise. This data is utilized across multiple business units or processes, providing consistency and accuracy. When it comes to feeld.ai, master data refers to the core, critical data essential for basic data configuration for further use in business processes and transactions.

To open service maintenance screen in feeld.ai. The navigation path is mentioned below:

• Go to the main menu of the VA System.

• Click on Feeld.ai in the menu as shown in the below screenshot:

Open

• Feeld.ai menu open at the top, user clicks on the setup option as shown in the below screenshot:

• By clicking on Setup, all the master screens will be displayed. The user clicks on 'Master Setup' to open the setup screen as shown in the below screenshot:

• Master setup screen will open on the user screen as shown in the below screenshot:

• Service Maintenance setup screen is further divided into two parts:

  • Service Maintenance setup

  • Resource setup

Service Maintenance Setup

There are total of 8 Master screens available in the service maintenance setup as mentioned below. For field service management 7 masters are applicable.

Maintenance Group

Menu Path: Menu > feeld.ai > Setup>Master setup>Maintenance Group Screen

• Maintenance Group screen will open as shown in the below screenshot:

• To create the record, user clicks on ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the maintenance Group.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

• Once the maintenance group is created, the user can go to the ‘Group Member’ tab and add the members associated with the group by clicking on new record button as shown in the below screenshot:

• When a resource is added to the maintenance group, the skills associated with that resource are automatically fetched. The user can view the resource skills by navigating to the skills tab as shown in the below screenshot:

Priority Level

Priority level screen indicates the severity and importance of the request. The commonly used priority levels are critical,high, medium and low. These levels will be used in field service request.

The purpose of the assigning priority in request is that critical request receive immediate attention.

Menu Path: Menu > feeld.ai > Setup> Master setup> Priority Level Screen

• Priority Level screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the Priority Level.

• The user can select the priority level using numbers, with 1 representing high priority. The user can also choose a color for the priority, such as red, black color set as the default color.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Cause Code

The Cause Code master screen allows users to define specific issues for the problems that occur within equipment or machinery. The purpose of the cause code in feeld.ai is to identify the root cause of issues, failures, or malfunctions in the equipment.

Menu Path: Menu > feeld.ai > Setup> Master setup > Cause code.

• Cause Code screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the Cause code name.

• The user can select the type of activity from the dropdown i.e., Electric, Mechanic, Operator or others.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Service Types

Service types are broader categories or classifications of maintenance activities performed on equipment or machinery. Service types help users allocate resources effectively based on the specific maintenance requirements.

 Menu Path: Menu > feeld.ai > Setup> Master setup > Service Types Screen.

• ·       Service Types screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the Service Types.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

• The user can also add the cost centre associated with the created service type by navigating to the Cost Center tab and clicking the new record button as shown in the below screenshot:

Counter

Counter Setup screen is used to define measurement units (UOM) and tracking types for various asset metrics, allowing organizations to monitor specific aspects of asset usage or maintenance needs e.g - Kilometer (KM) , Running Hours (Hours)

Menu Path: Menu > feeld.ai > Setup> Master setup > Counter Screen.

• Counter screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the Counter and select the UOM (Unit of measure) like Each, box etc.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Problem

Problem master screen allow users to create master record for relevant reasons of downtime related to assets. Downtime is the period during which an equipment is not in operational or available for use. These entries will be used in field service request. The purpose of problem in feeld.ai is to ensure the proper functioning of the equipment, efficiency of the equipment and in resource utilization.

Menu Path: Menu > feeld.ai > Setup> Master setup > Problem.

• Problem screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the Problem and select the type of the problem from the dropdown.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Maintenance Strategies

Maintenance Strategies are predefined approaches or plans that outline how and when maintenance activities should be performed on assets or equipment through field schedules. These strategies help to ensure optimal asset performance, reduce downtime, and manage maintenance costs effectively.

Menu Path: Menu > feeld.ai > Setup> Master setup > Maintenance Strategies

• Maintenance Strategies screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the Half-Yearly name of the maintenance strategies and select the type of the UOM as months (including days, months, and year) from the dropdown.

• The user enters a duration in months, days, or years. For example, if the user enters 6 months, it indicates that maintenance activities are performed on the equipment every 6 months.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Resource Setup

There are total of 4 Master screens available in the resource setup as mentioned below:

Resource Type

Resource Type indicates the categorization or classification of resources based on their characteristics, functions, or roles within an organization. It helps in organizing and managing resources effectively.

Menu Path: Menu > feeld.ai > Setup> Master setup > Resource Type.

• Resource Type screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the resource type.

• Mark the Time slot availability checkbox as true, and specify that which resource type is available during the which time slot. Define the Slot Start date and slot end date.

• Check the "Day Slot" checkbox as true to indicate which days the resource is available.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Resource

Resource Screen allows user to define the resources who will perform assigned Tasks with unique user mapped on it. I. e. Resource can be used as technician who will perform the maintenance tasks. Unique users are mapped with resources. Ony valid resources can login to mobile application for execution of tasks.

Menu Path: Menu > feeld.ai > Setup> Master setup > Resource.

• Resource screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization and the warehouse associated with the login organization is displayed, but user can change it accordingly.

• The User enters the name of the resource.

• Select the resource type and the warehouse associated with the resource.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

   

• User can define the resource absence details by navigating to the Unavailability tab.

• User clicks on New record button and enter the start and end dates for when the resource is not available as shown in the below screenshot:

   

• User add the Resource Product associated with these resources by navigating to the Resource Product tab, it will be generated in the following way.

  • For example, if Henry Garrick is working as a Technician in a company, then the resource is Henry Garrick, and he belongs to Technician as Resource Product.

  • Various product can be created in product master for smoot operations like Technician, Electrician, Field Engineer, Consultant etc. Later on we can map one or multiple products with resource on this screen.

• After configuration here we can charge task duration based on resource product to our customer with predefined pricelist in field service request.

• User add the resource skills associated with the resources by navigating to the Skills tab and define the skill level (Expert, Intermediate, and beginner) as shown in the below screenshot:

Skills

Skill screen is used to define the specific ability, expertise of an individual allowing them to perform task. Skill is used in task for related activities.

Menu Path: Menu > feeld.ai > Setup> Master setup > Skill.

• Skills screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the Skills.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

• User can add the assets or services by navigating to the Asset/Service tab and clicking on New record button as shown in the below screenshot:

• By default, IsAssetProduct checkbox mark as true which indicated only the product which is associated with the asset is visible and select the asset.

• The user can also select the service by marking the "IsAssetProduct" checkbox as false.

• Click save button to save the changes as shown in the below screenshot:

To open the ‘Equipment Master setup’ screen in the VA system. The navigation path is mentioned below:

Menu Path: Menu > feeld.ai > Setup > Equipment Master Setup.

Equipment Master Setup screen will open.

Equipment Application

The equipment application refers to the specific purpose or use of an equipment item. It involves identifying and utilizing the equipment for a particular task or function. For example, equipment such as a forklift can be used for lifting and transporting heavy loads in a warehouse or construction site. The equipment application is specified in the Equipment Detail tab of the Equipment Master.

Menu Path: Menu > feeld.ai > Setup> Equipment Master Setup > Equipment Application Screen.

• Equipment Application screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The User enters the name of the Equipment Application.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

   

Equipment Class

The Equipment Class screen is used to define the criticality of the equipment. It is applied in the Equipment Details tab. Based on the equipment class, the class priority is used to determine the field service request and field schedules.

Menu Path: Menu > feeld.ai > Setup> Equipment Master Setup > Equipment Class Screen.

• Equipment class screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The user enters the name of the Equipment class.

• The user selects the priority level based on the urgency.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

   

Equipment Rating

The Equipment Rating screen is used for reporting purposes and to create equipment rating records. In this screen, the user defines the BD range (from and to), and based on this BD range, the rating is generated. This is available in Equipment Details tab of Equipment Master.

Menu Path: Menu > feeld.ai > Setup> Equipment Master Setup > Equipment Rating Screen.

• Equipment Rating screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The user enters the name of the Equipment rating and enters the BD Range from and BD Range To.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

 “Equipment Rating” Field of the Equipment will update from the Server.

Equipment Category

Equipment category refers to a group and classification of the similar types of equipment, Machinery along with genre and based on characteristics, functions. It helps in organizing, managing different types of equipment within organization.

Menu Path: Menu > feeld.ai > Setup> Equipment Master Setup > Equipment Category Screen.

• Equipment category screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The user enters the name of the Equipment category.

• The user can select the serial number control for a specific equipment category.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

• The user can define the Genre of the equipment category by navigating to the ‘Equipment Genre’ tab and clicking on New Record button as shown in the below screenshot:

Equipment Master screen contains all assets which will be used for service and maintenance activities. Asset can be used within organization and by customer. The equipment master helps organizations to track and manage their equipment inventory efficiently, plan maintenance activities.

New asset/equipment can be created in Asset Register screen.

Menu Path: Menu > feeld.ai > Setup > Equipment Master

• Equipment Master screen will open on the user screen as shown in the below screenshot:

• The user is unable to create a record on the Equipment Master screen. Records on the Equipment Master screen are filtered based on a flag set on the Asset screen. Only if the "Is Equipment" checkbox on the Asset screen is marked as true, will the records appear on the Equipment Master screen.

• Details of eqipment can be entered on tab Equipment Details. Only one record can be made on this screen. Please refer to screenshot:

“Is Equipment” Checkbox is automatically true if an Equipment Category is bind on asset.

Task Group are used to define activities/tasks which need to perform during maintenance of machines. On task group screen user can add multiple tasks in one task group also user can define different maintenance tools and different checkpoints against Task. The purpose of Task group is to enhance the overall maintenance process and improve efficiency.

Menu Path: Menu > feeld.ai > Setup > Task Group

Task Group screen will open. To create the record, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The user enters the name of the task group and select the services provided in the specific task group.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Servicable Product

The user can bind the serviceable products (asset) against the task group like equipment or machinery, with a group of predefined tasks. This ensures that the asset is assigned the correct maintenance or service tasks, improving workflow efficiency and resource allocation.

• User can go to the ‘Serviceable Products’ tab.

   

• The user can click on ‘New Record’ button as shown in the below screenshot:

   

• The user selects the product associated with the asset and click on save button to save the changes as shown in the below screenshot:

   

Task

• The user can add the number of tasks in a single task group by navigating to the ‘Task’ tab as shown in the below screenshot:

   

• To create the Task, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• By default, the login organization is displayed, but user can change it accordingly.

• The user enters the name of the task and enter the total estimation time to perform the task.

• The user selects the services which is provided during the task.

• The user enters the description if any and click the save button to save the changes as shown in the below screenshot:

Checklist

A checklist is a list of points or items that need to be completed, often organized into categories. It acts as a reminder to ensure that nothing is missed and helps track progress. Checklists are commonly used in professional or project management settings to improve efficiency and minimize the risk of overlooking important steps.

• User can create the checklist by navigating to the checklist tab as shown in the below screenshot:

• User click on New record button to create the checklist as shown in the below screenshot:

   

• The user enters the name of the checklist and enter the expected result as shown in the below screenshot:

   

• Click save button to save the changes.

Maintenance Tools

Maintenance tool refers to any equipment, device, or software used to perform tasks that keep systems, machinery, or infrastructure in good working condition. This can include physical tools like wrenches, hammers, and diagnostic tools, as well as software used for tracking, scheduling, and managing maintenance activities. These tools help in the repair, inspection, calibration, or optimization of equipment to prevent breakdowns, extend the lifespan of assets, and ensure smooth operation.

• User can add the maintenance tools by navigating to the ‘Maintenance Tools’ tab as shown in the below screenshot:

• User click on New record button to add the maintenance tool for the task as shown in the below screenshot:

• The user can select the product and add the attributes if any. The user can enter the number of quantities required and click save button to save the changes.

Servicable Products (on Task tab)

On the "Serviceable Product" tab, the user can add both the serviceable product and the associated spare parts for each task.

If the selected product type for the task is a serviceable product, the asset on which the task needs to be performed must be specified. If the selected product type is a spare part, all the spare parts (products) required to complete the task should be linked to the task.

• User can add the serviceable products and spare parts by navigating to the ‘Serviceable Product’ tab as shown in the below screenshot:

   

• User click on New record button to add the spare part for the task as shown in the below screenshot:

• The user selects "Spare Part" as the "Task Product Type" and enters the product details. The user then enters the quantity required to complete the task and clicks the "Save" button to save the changes.

Skills

• The user can also add the skills required to complete the tasks by navigating to the 'Skills' tab, as shown in the screenshot below:

• To add the skills, the user clicks on the ‘New Record’ button as shown in the below screenshot:

• The user selects the skills and define the skill level (Expert, Intermediate, and beginner) as shown in the below screenshot:

   

Creation - Field Service Request

A field service request is a formal request in which a resource travels to the customer's location, provides the required service, performs tasks on the customer's asset, and completes the request on-site.

In the system, a field service request can be created in various ways. It can be directly generated through the mobile application or by navigating to ‘Field Service Request’ screen. In case the request is received via phone or through the website, user can create FSR manually on the system.

In case the customer requests for the quotation first, then user needs to prepare a quotation document and send it to them. Once the sales quotation is finalized, user can proceed to create a field service request, using the Price Assesment Form .

We will learn flow of creation of request manually. To open the Field Service Request screen in the VA System, user navigate to below mentioned steps:

Menu > feeld.ai > Service Centre > Field Service Request

• Field Service request landing page will open as shown in the below screenshot:

• To create the request, the user clicks on the ‘Create Request’ from the landing page or clicks on ‘New Record’ button as shown in the below screenshot:

• By clicking on “New Record” button, request screen will open in a single view. as shown in the below screenshot:

• User needs to enter the mandatory details and select relevant information for creation of Field service request. Fields details are mentioned below:

  • Organization: By default, the login organization is displayed, but user can change it accordingly.

  • Maintenance Type: User selects the Type of Maintenance to be provided, basically it is the document type that user needs to select.

    • Maintenance type is visible whose Document base type as ‘Field Service Request’ is defined.

  • Request Date: Creation date of the service request, by default it will populated with today’s date.

  • Request No.: It is auto-populated when user click on save button.

  • Expected Service Date: Select the anticipated date for field service.

  • Supervisor: Selection of Supervisor for the field service request, automatically set to the logged-in user.

  • Customer Name: Selection of the customer’s name against which field service request is required to raise.

  • Customer Location and Customer Contact: These fields autofill with customer data.

  • Asset: Select the asset for which the service request is created.

    • Asset whose Owned checkbox mark as false is visible in the asset field.

  • Asset Components: Specifies the component that needs service.

  • Use Asset Location: Checkbox to indicate if the asset’s location should be used instead of the customer’s location.

  • Priority: Set the priority (urgency) level for the request (including, Critical, High, Medium, Low).

  • Problem: Selection of problem from the drop-down options.

  • Contract Reference: Reference any related contracts.

  • Contract Validity: Enter the contract’s validity dates.

  • Price List: Price List that is used for providing the prices in the field service request, it auto-populates based on customer selection.

  • Estimated Cost: It indicates the estimation cost which is auto populated with the sum of task prices, travel prices, resource prices and spare parts prices.

  • Payment Method: Auto-fetched from customer selection.

  • Description*: Additional notes or information related to the service request.

  • Actual Up Time: Specify the date and time when the service is completed.

Fields name in red color shows that these fields are mandatory to be filled to create and save the field service request record.

• After selection all the relevant/mandatory details on the request screen. User clicks on the save button to save the changes as shown in the below screenshot:

   

Add Tasks to request

User can add tasks on the field service request in two ways, “Create Task” process and can add task manually.

Create Task

• User clicks on the action button and select the ‘Create Task’ button to insert tasks using the process of Add task as shown in the below screenshot:

• By clicking on ‘Create Tasks’ button, create task pop-up appear on the user screen as shown in the below screenshot:

   

• User select the Task Group from the dropdown list as shown in the below screenshot:

• Once the Task Group is selected then all the tasks available in the task group will show on the pop-up screen as shown in the below screenshot:

• The user selects the tasks they want to add by checking the checkbox one or many, then clicks on the apply button as shown in the below screenshot:

• Upon clicking on the ‘Apply’ button, the task is successfully added on the field service request and the user receives a message i.e., ‘Line(s) inserted successfully’ as shown in the below screenshot:

• The user clicks on cross icon and check the added task in the composite view or by going to the ‘Task’ tab as shown in the below screenshot:

Estimated cost field gets auto-populated by adding the task. It is the sum of the prices of Tasks, Spare-parts, Travel Charge, Resource Charge.

Add tasks manually

• User can also add the task by navigating to the ‘Task tab’ and clicking on new record button as shown in the below screenshot:

• User select the task group, and task in respective fields. Only rest of the tasks available in the task group that are not added in the field service request will visible under the task field drop down

• Select the task and save the record to save the changes. Upon selection of task, Task Estimate Hours will be auto-populated from the task as shown in the below screenshot:

   

Checklist, Maintenance Tools & Sparepart tab

In the Field Service Request screen, under the Task tab, there are three sub-tabs: Checklist, Maintenance Tools, and Spare Parts/Services. When a task is selected, these sub-tabs automatically retrieve the relevant data associated with the task. This is because each of these elements — checklist items, maintenance tools, and spare parts or services are grouped and linked within the task configuration on the task group screen.

Checklist

It serves as a guide to ensure all necessary steps are completed. Additionally, it includes a functionality for users to enter the actual results or solutions directly into the system. This feature allows the service provider to document the task outcomes in real-time, making it easier to track the task's completion status and verify that each checklist item was addressed properly.

Maintenance Tools

The Maintenance Tools tab within the Task tab specifies the tools required to perform the task, including the quantity needed for each tool. These tools are pre-associated with the task through the task group, ensuring that all necessary tools and their respective quantities are identified when the task is selected.

Sparepart / Services tab

The Spareparts/Services tab under the Task tab indicate the spare parts products essential for completing the task, along with the required quantities for each item. Prices for these spare parts are automatically fetched from the price list, provided that the products have associated prices in the system. This setup ensures accurate pricing and quantity details, simplifying cost estimation and inventory management for the specific task. Prices can be revised here also. This screen contains installed spare quantity updated from mobile application along with delivery order.

Pricing of Task

There are 3 elements based on which AR invoice can be generated. Task, Travel & Resource

Task Pricing

To charge the customer for the task, select the Task Chargeable checkbox.

• To charge the customer for the task, mark the ‘Task Chargeable’ checkbox as true. The Task Amount and Tax will auto-populate based on the price list for the selected field service request header screen. [If service product mapped with Task in Task tab of Task Group]

• The user has the provision to manually adjust the task pricing if required and click on save button to save the changes as shown in the below screenshot:

Travel Pricing

• To charge for travel, mark the Travel Chargeable checkbox as true.

• Select the applicable travel charge from the dropdown options. Prices are automatically fetched from the Charge Master screen. Travel charges can be created on charge master screen.

• Users can manually adjust the travel price if required and click on save button to save the changes as shown in the below screenshot:

Resource Pricing

• To charge for the resource performing the task, mark the Resource Chargeable checkbox as true.

• User enter the resource to assign the specific task.

• After that, the user selects the resource product (On the resource screen, the products associated with a specific resource are visible).

• Select the Resource Product and the prices will auto-populate from the price list and Users can alter the resource prices if required and click on save button to save the changes as shown in the below screenshot:

The "Task Schedules" tab will visible once the task is assigned to a resource and advanced tabs setting is on in user prefrence.

Additional Details Tab

The 'Additional Details' tab provides more information about the Field Service Request. By navigating to this tab, the user can view details including the total estimated travel time, total actual travel time, total task estimation time, total actual task time, currency, asset information, guarantee date of the specific asset, service type, as well as sales order and sales quotation details, OTP for confirmation (should not be shared with Technician) as shown in the below screenshot:

Delivery Orders Tab

The 'Delivery Order' tab provides detailed information regarding the delivery process for the Field Service Request. It includes data such as the delivery order number, the name of the spare part, delivery date, and the associated sales order. By navigating to ‘Delivery Details’ tab, it helps users to track the status of deliveries and ensures that the necessary items are delivered as part of the service request as shown in the below screenshot:

Invoice Details

The 'Invoice Details' tab provides comprehensive information related to the invoicing process for the Field Service Request. It includes details such as the invoice number, the associated delivery line details. This tab allows users to track invoicing information, monitor payment progress, and ensure accurate billing for the services rendered and the spare parts used as shown in the below screenshot:

Logs Tab

The 'Log' tab records and displays the history of all updates related to the status of the Field Service Request. When the user updates the status of the Field Service Request, the status history will be updated in the Log tab. This tab helps users track progress, monitor status, and maintain an accurate record of all updates throughout the service process as shown in the below screenshot:

Generate Sales Quotation

The Technician or Field Admin can provide quotations to customers for field service requests, which includes an on-site inspection and assessment of the equipment or system to identify any issues and determine the necessary repairs etc. During the inspection, the technician will perform diagnostic checks, and a detailed service report will be provided upon completion. Quotation can be generated from mobile application also. To simplify this process, the user clicks on the action button and selects the 'Generate Sales Quotation' option as shown in the below screenshot:

• All the respected tasks or spare parts will be included in this quotation.

• After adding new tasks on site technician can re-generate quotation.

• Upon clicking on ‘Generate Sales Quotation’ button, user select the valid till date and closure date as shown in the below screenshot

• User click on Ok button then sales quotation and sales order is successfully created on the user system and user receive the message i.e., on Sales Quotation and Sales order is successfully created as shown in the below screenshot:

   

• User can view the created ‘Sales Quotation’ and ‘Sales Order’ by navigating to the Additional details tab as shown in the below screenshot:

   

Sales Order is generated automatically in the system with the creation of the sales quotation as shown in the above screenshot.

Scheduling and Dispatching

Task Schedule Tab

The resource can accept and create a schedule either through mobile application or via the Scheduling and Dispatching associated with the task.

In the Field Service Request screen, the 'Task Schedules' tab under the Task tab is activated once the user assigns a task to a resource. Assigning a resource is crucial for enabling scheduling options, as it ensures the appropriate resource are linked to the task, facilitating efficient planning and coordination of the task's timeline. Once a resource is assigned, the Task Schedules tab becomes available, allowing the user to create and manage schedules for the task.

Also, the user can create the schedules by clicking on ‘New Record button’ as shown in the below screenshot:

The resource can perform the task through the mobile application. For more details refer mobile application user manual.

• During task performance on the mobile application, if the resource requires any spare parts, they can install them directly through the app. If the required spare part is not available in the warehouse, the user needs to create a requisition for it.

Generate Requisition

This function can be used to generate requisition of material required for respected request. User can mark checkbox “Requisition Required” true on sparepart tab of Task Details on field service request. To create requition few criteria must be followed:

• Important:

  • Default warehouse should be mapped on organization screen.

  • Warehouse should be mapped for resource if using mobile warehouse functionality.

  • Checkbox “Requisition Req” should be marked true for sparepart.

  • Task should not be performed.

  • Resource should be available on task details.Request should not be completed.

  • Supervisor should have value in it on header of field service req.

• To simplify this process, the user clicks on the action button and selects the 'Generate Requisition' option as shown in the below screenshot:

• Upon clicking on ‘Generate requisition’ button, user select the document type as ‘Purchase Requisition’ and date as shown in the below screenshot:

   

• User click on Ok button then requisition is successfully created.

Update Sales Order

If any additional spare parts are added manually on the Spare Parts tab by clicking the "New Record" button, the user must run the "Update Sales Order" process to reflect the new transaction. Similarly, if any changes are made to the Spare Parts tab, such as modifying the quantity or prices, the user must run this process.

• To simplify the process of update sales order, user clicks on the action button and selects the 'Update Sales Order' option as shown in the below screenshot:

• Upon clicking on ‘Update Sales Order’, the user receive a message on the screen i.e., ‘Sales Order updated’ as shown in the below screenshot:

• User can view the updated ‘Sales Order’ by navigating to the Additional details tab as shown in the below screenshot:

   

• After updating the sales order, the resource can install the spare parts quantity through the mobile application. When the required quantities of spare part are installed then material consumed checkbox automatically becomes true and the delivery line is generated for the installed quantity on the sparepart tab as shown in the below screenshot:

   

• Users can view the created ‘Delivery order’ details by navigating to the delivery order tab as shown in the below screenshot:

   

If Technician making changes from mobile application for spareparts then it will automatically update sales order, User does not have to update sales order in that case.

Update Status

The Field Service Request has various status as explained below:

• Open: The "Open" status of a Field Service Request indicates that the request has been created but not yet processed. It indicates that the request is active.

• Assigned: The "Assigned" status of a Field Service Request means that the request has been assigned to a specific technician for further action. The technician is now responsible for carrying out the necessary tasks or resolving the issue mentioned in the request. 

• Hold: The "Hold" status of a Field Service Request indicates that the request is temporarily paused or on hold. 

• Work in progress: The "Work in Progress" status of a Field Service Request indicates that the assigned technician is actively working on completing the tasks or services outlined in the request. The service is underway but has not yet been finished or resolved. 

• Completed: The "Completed" status of a Field Service Request indicates that all tasks associated with the request have been finished, and the required services have been successfully provided. The request is fully resolved. 

• Incomplete: The "Incomplete" status of a Field Service Request indicates that the tasks or services related to the request have not been fully completed. There may be outstanding work or issues that still need to be addressed before the request can be marked as complete. 

• Invoice Generated: The "Invoice Generated" status of a Field Service Request indicates that the invoice has been created for the spare parts and tasks completed under the request. It signifies that the billing process has been initiated against the customer

• Quotation Generated: The "Quotation Generated" status of a Field Service Request indicates that a quotation or estimate has been created for the services or tasks requested. This status shows that the pricing and details have been provided to the customer.

• To update the status of the Field Service Request, the user first enters the Actual Up Time, which specifies the date and time when the service is completed. After that, the user needs to click on the action button and then select the 'Update Status' option as shown in the below screenshot:

• By clicking on the ‘Update Status’ button, a confirmation message appears on the user screen as shown in the below screenshot:

• The user clicks the 'OK' button to confirm. Afterwards, they select the status from the dropdown menu as shown in the below screenshot:

• The user clicks 'OK' button as shown in the below screenshot:

• After clicking on the ‘OK’ button, the status of the Field service request is successfully updated as shown in the below screenshot:

• Users can view the updated status history by navigating to the ‘Log’ tab as shown in the below screenshot:

  The Field Service Request status is set to 'Completed' only if the actual uptime is filled. Otherwise, the system displays an informational message: 'Update Actual Up Time’.

Generate Invoice

After completing the task, the user issues an invoice to the customer, covering the cost of the services provided, along with any spare parts used during the task. The invoice will include all associated charges, such as the task price, travel expenses, and resource cost, as well as the price of materials or parts used to complete the work.

• To simplify the invoice creation process, the user needs to click on the action button and selects the 'Generate Invoice’ option as shown in the below screenshot:

   

  • The "Generate Invoice" button will be enabled when the field service request status is set as completed.

• Upon clicking on the ‘Generate Invoice’ button, a confirmation message appears on the user screen as shown in the below screenshot:

   

• The user clicks on the ‘OK’ button to provide the confirmation. Once confirmed, a pop-up appears on the user screen, a user select the Document type and clicks on ok button as shown in the below screenshot:

• Mark the "Invoice to Completed" checkbox true if the user wants to generate the invoice with a completed status. By clicking on the ok button, the invoice is successfully created on the user screen as shown in the below screenshot:

• Once the invoice is generated, the status of the created field service request will be updated to "Invoice Generated" as shown in the below screenshot:

• Users can view the created ‘Invoice’ details by navigating to the Invoice Details tab as shown in the below screenshot:

   

The invoice will be generated once the task is performed and the field service request status is set as completed.

Completion of Field Service Request

After all tasks are completed and the invoice for those tasks is generated, the user needs to complete the Field Service Request. The user should complete the request if the following conditions are satisfied:

• Conditions:

  • All tasks related to the field service request have been performed.

  • The "Actual Uptime" field must be filled in the Field Service Request.

  • The field service request status is either "Completed" or "Invoice Generated”.

• To complete the ‘Field service request’, the user clicks the "Complete" button on left bottom side of screen as shown in the below screenshot:

• By clicking on "Complete," the Document Action pop-up will appear on the user's screen. The user then selects the "Complete" button and clicks "OK” as shown in the below screenshot:

• Clicking "OK" will successfully mark the Field Service Request as completed.