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, action buttons let you drive the intervention in real time:

Departure — the technician leaves to travel to the site.
Client Absent — no one is present at the intervention location.
Complete — the work is finished and the report can be submitted.
Cancel / Cancel Order — the intervention will not take place.

Each action automatically updates the order’s stage (see the mapping below), so the status bar always reflects the real progress of the work.

Service order stages

The stage on the order’s status bar is the official status of the intervention — the single source of truth used by managers, planning and reporting. An order progresses through these stages from creation to closure:

Service order stages on the status bar The status bar shows every stage, from New through to Done or Cancelled.

Stage	Meaning
New	Order created, not yet planned
Scheduled	A date or time slot has been set
Assigned	A technician (and service vehicle) is assigned
En Route	The technician has left and is travelling to the site
On Site	The technician has arrived at the location
In Progress	The technician is performing the work
To Replan	The visit must be rescheduled (job not fully done, client absent)
Waiting Parts	Paused while waiting for missing parts
Follow-up Required	A follow-up visit or action is needed
Done	Intervention fully completed and closed
Cancelled	Intervention cancelled

How technician actions map to stages

The backend stage is authoritative — technicians do not change it freely. Instead, the actions taken in the Technician App are automatically mapped to the correct backend stage:

Technician action / completion outcome	Backend stage
Departure	En Route
Arrived	On Site
Start work	In Progress
Fully Completed	Done (order closed)
Partially Completed	To Replan
Client Absent	To Replan
Missing / Pending Parts	Waiting Parts
Follow-up Required	Follow-up Required

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