Skip to content
عالعربية

User manual

Field Service & Maintenance

Every service request that arrives is assigned to a technician and followed through to the invoice and signature, so no customer is lost and no technician heads out uninformed.

Every service request reaches a technician, a follow-up and an invoice, and every recurring contract is carried out on time without anyone reminding you.

19 tasks 1 FAQs

What the system does

  • Customers, sites and machines
  • Recurring maintenance contracts
  • Service job orders
  • Dispatch board
  • Technician's phone screen
  • Response time
  • WhatsApp
  • Stock and accounting are optional

Tasks

How do I create a new maintenance work order?

  1. Open the Maintenance & Field Service menu and select Work orders.
  2. Click the Create work order button.
  3. Select the Customer, then select their Site and Equipment.
  4. Choose the Type (preventive maintenance, corrective maintenance, or installation) and set the Priority level.
  5. Write the fault details in the Problem description field.
  6. Specify the Visit date and Time, and you can select the Technician directly or leave it empty for later scheduling.
  7. Click Save to register the work order in the system.
Screen
Maintenance & Field Service › Work Orders · Create
Permission needed
Maintenance — Work orders / Add

How do I assign work orders to technicians via the Dispatch Board?

  1. Open Maintenance & Field Service and select Dispatch board.
  2. Review the Unassigned column, which sorts requests by priority with emergency tasks first.
  3. Drag and drop the work order card into the required technician's column for the selected day, or select the technician directly from the card dropdown.
  4. Note the Requests per day counter at the top of each technician's column to balance workload against daily capacity.
Screen
Maintenance & Field Service › Dispatch board
Permission needed
Maintenance — Dispatch board / View

How does a technician manage daily tasks from their mobile screen?

  1. The technician opens Maintenance & Field Service and selects My tasks.
  2. The Today's tasks list displays assigned jobs with addresses and priority levels.
  3. Tap Navigate to open customer coordinates directly in Google Maps, or tap Call to phone the customer.
  4. When departing for the site, tap En route to notify the customer automatically via WhatsApp.
Screen
Maintenance & Field Service › My jobs
Permission needed
Maintenance — Work orders / Perform tasks (technician screen)

How does the technician log arrival, complete the visit, and capture customer signature?

  1. From the My tasks page, the technician taps Arrived upon arrival to record the arrival timestamp.
  2. Complete maintenance work and fill in the checklist items in the Inspection checklist designated for the equipment type.
  3. Click the Complete & get customer signature button to open the sign-off modal.
  4. Enter What you found during the inspection and What was repaired, record Signer name, and capture the customer's on-screen digital signature.
  5. Click Confirm completion to close the ticket, generate a report link, and dispatch it to the customer via WhatsApp.
Screen
Maintenance & Field Service › My jobs
Permission needed
Maintenance — Work orders / Perform tasks (technician screen)

How does the technician record spare parts used from their van inventory?

  1. On the My tasks page under work order details, click Add part.
  2. Select Part from stock from their assigned van store inventory, or enter Description manually if unregistered.
  3. Enter Quantity and unit price, and check Warranty if the spare part is covered under free warranty.
  4. Click Add part to record it and deduct stock automatically from the technician's van inventory.
Screen
Maintenance & Field Service › My jobs
Permission needed
Maintenance — Work orders / Perform tasks (technician screen)

How do I upload before-and-after maintenance photos to a work order?

  1. Open the work order from the My tasks screen (or from the office work order view).
  2. In the Photos section, click the Add photo button.
  3. Specify Photo type (before, after, or other), choose the image from camera or gallery, and add a brief caption.
  4. Click Save to attach the photo to the work order file and final visit report.
Screen
Maintenance & Field Service › My jobs
Permission needed
Maintenance — Work orders / Perform tasks (technician screen)

How does the technician work in the field when offline?

  1. The technician continues working normally on the My tasks page without cellular connection; the banner Offline: work is saved on your device appears.
  2. Status updates, checklist entries, added parts, photos, and customer signatures are cached locally in browser storage.
  3. Once internet connectivity is restored, tap sync or let the background process sync actions automatically until Everything is saved appears.
Screen
Maintenance & Field Service › My jobs
Permission needed
Maintenance — Work orders / Perform tasks (technician screen)

How do I put a work order on hold if a required spare part is missing?

  1. From the technician's My tasks screen or the administrative work orders screen.
  2. Click the Hold status action.
  3. In the Hold reason modal, provide detailed explanation (e.g., Awaiting compressor part arrival from distributor).
  4. Click Save; the status changes to On hold and flags the office dispatch board.
Screen
Maintenance & Field Service › My jobs
Permission needed
Maintenance — Work orders / Perform tasks (technician screen)

How do I create an annual recurring maintenance contract for a customer?

  1. Open Maintenance & Field Service and choose Maintenance contracts.
  2. Click the Create maintenance contract button to open the contract modal.
  3. Select the Customer, then specify the Covered equipment and locations.
  4. Define Contract start, Contract end, Visits per year, and Contract value.
  5. Set the Usual technician to receive visits automatically, and define SLA response time (hours).
  6. Click Save to activate the contract.
Screen
Maintenance & Field Service › Maintenance Contracts
Permission needed
Maintenance — Maintenance contracts / Add

How do I automatically generate recurring maintenance visits from a contract?

  1. Go to the Maintenance contracts screen.
  2. Click on the active contract to view details, then click the Generate visits action button.
  3. The system automatically creates scheduled preventive work orders spread evenly across the contract period and assigned to the usual technician.
  4. A confirmation alert appears: X visits created.
Screen
Maintenance & Field Service › Maintenance Contracts
Permission needed
Maintenance — Maintenance contracts / Edit

How do I renew an expiring maintenance contract?

  1. On the Maintenance contracts screen, filter by the Ends within 30 days tab.
  2. Click the actions menu on the desired contract and select Renew contract.
  3. The system creates a new contract for the next term, copying over all covered equipment, terms, and SLAs automatically.
  4. Verify dates and updated contract value, then click Confirm.
Screen
Maintenance & Field Service › Maintenance Contracts
Permission needed
Maintenance — Maintenance contracts / Add

How do I issue a sales invoice for a completed work order?

  1. Open Work orders and select the completed job you wish to invoice.
  2. Click the Issue invoice from request button in the actions menu.
  3. A billing confirmation modal opens, aggregating field labor hours and non-warranty spare parts costs.
  4. Click Confirm to generate a draft sales invoice in Accounting for accountant approval and clearing.
Screen
Maintenance & Field Service › Work Orders
Permission needed
Maintenance — Work orders / Issue invoice from request

How do I view and print the field visit PDF report and customer signature?

  1. Navigate to Work orders and open the work order.
  2. Click the Visit report (PDF) button on the top action bar.
  3. An official report opens displaying customer and site info, problem description, completed checklist items, parts used, before-and-after photos, customer signature, and completion timestamp.
  4. You can print directly, download as PDF, or click Send report to customer to share via WhatsApp.
Screen
Maintenance & Field Service › Work Orders · View
Permission needed
Maintenance — Work orders / View

How do I add a new maintenance customer and geographical sites?

  1. From Maintenance & Field Service, select Maintenance customers.
  2. Click the Create customer button to open the creation modal.
  3. Enter Customer name, Contact person, and Phone (essential for WhatsApp notifications).
  4. Click Save, then switch to the Sites tab and click Add site.
  5. Enter site name (e.g., Main Headquarters), detailed address, city, and map coordinates (latitude and longitude).
Screen
Maintenance & Field Service › Maintenance Customers
Permission needed
Maintenance — Customers & sites / Add

How do I register customer equipment and track warranty end dates?

  1. Open the Equipment page from the navigation menu.
  2. Click the Create equipment button to open the modal.
  3. Select the Customer and the Site where the unit is installed.
  4. Choose the Equipment type (e.g., central HVAC, elevator, commercial chiller), enter make, model, and serial number.
  5. Set the Installation date and Warranty end date.
  6. Click Save to link the unit to customer history and recurring maintenance schedules.
Screen
Maintenance & Field Service › Equipment
Permission needed
Maintenance — Equipment / Add

How do I build a custom inspection checklist template for an equipment type?

  1. Open Maintenance & Field Service and choose Equipment types & inspection forms.
  2. Click Create equipment type (or edit an existing type).
  3. Enter the Type name (e.g., Split Air Conditioning Units).
  4. Under the Inspection checklist section, click Add item and enter checklist tasks step by step (e.g., check gas pressure, clean filters, measure electrical current).
  5. Click Save; this checklist will replicate automatically to all future work orders for equipment of this type.
Screen
Maintenance & Field Service › Equipment Types & Inspection Forms
Permission needed
Maintenance — Equipment / Add

How do I add a new technician and link their mobile van stock and daily capacity?

  1. First verify the staff user account exists in system user management.
  2. Open Maintenance & Field Service and choose Technicians.
  3. Click the Create technician button to open registration.
  4. Select the User, enter Technician phone, covered Working area, and technical Skills.
  5. Select Technician's van (parts store) to link a mobile warehouse for van inventory stock.
  6. Set Requests per day (maximum workload capacity), then click Save.
Screen
Maintenance & Field Service › Technicians
Permission needed
Maintenance — Technicians / Add

How do I monitor SLA response indicators and delay alerts?

  1. On the Work orders screen, switch to the Response overdue tab to inspect delayed requests immediately.
  2. Each card displays a color-coded tag: Started on time in green, or X hours late in red based on ticket priority SLA or contract terms.
  3. Open the Maintenance reports screen to inspect SLA compliance rates and average turnaround times per technician and customer.
Screen
Maintenance & Field Service › Work Orders
Permission needed
Maintenance — Reports / View

How do I configure default maintenance settings and response time windows?

  1. Go to Maintenance & Field Service and choose Maintenance settings.
  2. Define response SLA hours per priority level (urgent, high, normal, low).
  3. Set the advance notice days for generating recurring contract visits before their due date.
  4. Click Save to apply default parameters to all subsequent work orders.
Screen
Maintenance & Field Service › Maintenance settings
Permission needed
Maintenance — Settings / Edit

Frequently asked questions

Why is the invoicing option hidden on certain completed work orders?
  1. Verify whether the job was marked Under warranty or covered by an active contract; covered labor and parts are free and non-billable.
  2. Ensure the Accounting & finance module is activated in the company's current subscription; if disabled, invoicing is unavailable.
  3. Verify that the job status is Completed and has not already been invoiced.
Screen
Maintenance & Field Service › Work Orders · View
Permission needed
Maintenance — Work orders / View

Part of ready-made solutions

Back to top