Service orders

The service order is the central object of the Suite: it describes an intervention to be carried out for a customer. From it, you plan the work, assign a technician and track progress through to completion.

When to use it: as soon as a customer reports a breakdown, requests a visit or a service needs to be performed on site. Each field intervention corresponds to a service order.

Service orders list Kanban view of service orders: drag the cards to change their stage.

Create a service order

Goal: record a new intervention and assign it to a technician.

Open the Service orders menu, then click New.
Select the relevant Customer.
Select the Intervention location (address or asset to be handled).
Choose the intervention Type and the Priority.
Assign a Technician responsible for the intervention.
Add a Vehicle if the technician needs to travel with a service vehicle.
Enter the Description of the problem or the service to be performed.
Click Save.

Creating a service order, first step Step 1: fill in the customer, the location, the type and the priority.

Creating a service order, second step Step 2: assign the technician, the vehicle and the description.

Result: the order is created and moves to the Planned stage. It appears immediately in the assigned technician’s Technician App and on the Planning.

The order’s action buttons

Once the order is open, buttons let you track the intervention in real time:

Depart — the technician leaves their starting point to travel on site.
Customer absent — no one is present at the intervention location.
Cancel — the intervention will not take place.
Complete — the work is finished.

These actions automatically update the order’s stage and the technician’s status (see below).

Order stage (Stage)

Stage	Meaning
New	Order created, not yet planned
Planned (Plannified)	Technician and date assigned
Completed	Intervention finished
Cancelled	Intervention cancelled

Technician status

Status	Meaning
Planned	The intervention is scheduled
En route	The technician is travelling to the location
On site	The technician has arrived on site
Working	The technician is performing the service
Break	Work temporarily suspended
Done	The technician has finished their work
Cancelled	The intervention has been cancelled

Logic between status and stage

The status entered by the technician automatically advances the order’s stage:

Technician status Done ⇒ stage Completed.
Technician status Cancelled ⇒ stage Cancelled.
Technician status Working or On site ⇒ stage Planned.

So you don’t have to change the stage manually: it follows the actual progress of the intervention.

Service orders map Map view: locate the day’s interventions to optimise routes.