Service Orders

The service order is the central object of Service Suite: it describes one intervention at one customer. From here you plan the work, assign a technieker, prepare parts, guard safety and follow everything through to closing.

The service order list, showing the stage of each intervention.

The screen at a glance

The order screen is built around five numbered steps in the main column, with a right-hand column that stays visible throughout.

Step	About
1 · Plan	Customer, location, type, priority, team, technieker, scheduling
2 · Intervention	Description, resolution, instructions, directions, asset
3 · Preparation	Parts & stock, equipment
4 · Safety	PPE, LMRA, risks, procedures, checklists
5 · Execution & history	Hours, parts used, report, photos, billing

On the right sit Order Summary, Technieker, Schedule, Next Action and — if you have the safety modules — Operational Readiness.

The order screen: steps in the main column, fixed context on the right.

The header: two zones that do different things

Two clearly separated zones sit at the top. That distinction is the heart of the redesigned screen.

Manager Actions

On the left. These are the buttons you operate as manager or planner — steering the intervention without waiting for the technieker:

Button	What it does
Save	Saves the order without leaving the screen
Complete	Closes the intervention
Pause	Puts the work on hold
Finish Work	Wraps up the work on site
Client Absent	Nobody was there for the appointment
Cancel Order / Cancel	The intervention will not go ahead
Recalculate Parts Readiness	Re-checks what is ready
Google Maps	Opens the route to the location

Above them sit Report, Parts Map and Customer Dossier.

Save sits where you work

The save button sits in the header with the other manager actions, not only in the corner of the screen. It saves the record exactly as the normal save button does — you simply stay on the order.

Technieker Workflow

On the right. This is the stage bar: the official status of the intervention. You click it directly to set a stage.

All twelve stages are shown

The full lifecycle sits on one bar. Previously New, Plannified, Done and Cancelled disappeared behind a three-dot menu; that is no longer the case. On the planning board those columns stay collapsed — there it is useful.

Creating a service order

1. Open Dashboard → Service Orders and click New.

2. In step 1, fill in the customer and the intervention location.

3. Choose the type and priority. Priority is clicked directly on the title.

4. Assign the team and the technieker.

5. Set the schedule: start date, estimated duration, and optionally the time window within which the customer can receive a visit.

6. Describe the problem under Description in step 2.

7. Click Save in the Manager Actions zone.

Result: the order appears on the Planning and — as soon as a technieker is assigned — in their Technieker app.

Assigned technieker versus requested workers

This is the most important distinction on the whole screen, and the mistake that most often causes an intervention to go undispatched.

	Assigned technieker	Requested workers
Where	Technieker card, right	Collapsible block at the bottom of Plan
How many	One	Several
Receives the job in My Jobs	Yes	No
Sees the job in the mobile app	Yes	No
Gets read access in the back office	Yes	Yes
Counts for hours and planning	Yes	No

Requested workers dispatch nobody

Putting someone in Requested workers is a planning request, not an assignment. That person gets read access to the order in the back office, but the intervention does not land in their day, not in My Jobs and not in the mobile app.

The intervention goes solely to the assigned technieker in the card on the right. If that is empty while workers have been requested, the screen shows a warning about it — read it as: nobody has been dispatched yet.

Step 3 — preparing parts

The Parts & Stock card shows four values. Reading them together is the only way to know whether anything is ready.

Field	What it means
Prepared Transfers	How many preparations have been created for this order in total — including completed ones
Open Preparation	The preparation still in progress. Empty once it is validated or cancelled
Picking Status	The status of that in-progress preparation
Lines to Pick	How many lines in it still have to be picked

Empty means done, not nothing

Open Preparation empties as soon as the transfer is validated. An empty value therefore usually means the parts have been prepared and the warehouse is ready — not that nothing happened.

Read it this way: if Prepared Transfers is 1 or more and Open Preparation is empty, preparation is complete. Only when both are empty has nothing been prepared yet.

Prepare Parts creates a new warehouse-to-van preparation. Transfers shows everything that has already moved for this order. See also Parts Readiness.

Step 4 — safety

The Safety requirements card summarises what this intervention is required to do: the effective LMRA requirement, how much PPE is required and how much of it is critical, how many risks apply, how many documents must be read and how many checklists are assigned.

Below it sit collapsible blocks per subject, each with its own status.

On the right, Operational Readiness summarises everything in one badge:

Badge	Meaning
Ready	Nothing prevents the start
Action needed	Something is open, but it does not block
Blocked	The work may not start

Note

The full explanation is in PPE, LMRA and Safety & Quality.

Step 5 — execution, report and billing

Under Execution & history sit the tabs filled during and after the work: hours, parts used, report, photos, timeline, activities and billing.

The report section groups materials used, evidence (photos and signature) and the report status.

AI Assistant

Where the AI report assistant is active, it appears as its own block with Input, AI actions and Result. It proposes text based on what is on the order; the technieker or the manager still reviews and confirms it. See AI Report Assistant.

The twelve stages

Stage	Meaning
New	Created, not yet planned
Plannified	Taken into the planning
Scheduled	Date and time slot fixed
Assigned	A technieker is assigned
En Route	The technieker is travelling to the site
On Site	The technieker has arrived
In Progress	The work is under way
To Replan	The visit must be rescheduled
Waiting Parts	Paused until parts arrive
Follow-up Required	A follow-up action is needed
Done	Fully completed and closed
Cancelled	Will not take place

How technieker actions become stages

The backend stage is authoritative. What the technieker does in the app is translated automatically:

Technieker action	Stage
Depart	En Route
Arrived	On Site
Start work	In Progress
Fully completed	Done
Partially completed	To Replan
Customer absent	To Replan
Parts missing	Waiting Parts
Follow-up required	Follow-up Required

Caution

Only “Fully completed” closes the order. Every other outcome keeps the intervention open in the matching stage, so it stays visible for rescheduling. Work is never silently marked as finished.

Next

• Planning
• Parts Readiness
• PPE and LMRA