Field Service Management

Overview

Field Service Management gives dispatchers, technicians, and managers everything they need to run field operations without switching tools. The module is organized into four screens that cover the complete job lifecycle: a real-time Dispatch Board for assigning jobs, a Job Management screen for tracking each job from creation to invoice, a Van Inventory screen for managing technician stock, and a Performance Dashboard for reviewing team and technician metrics.

Quick Start for Dispatchers

1. Switch to Enterprise Ops mode using the mode switcher in the header.
2. Click Field Service in the left sidebar to open the module.
3. The default view is the Dispatch Board. All unassigned jobs appear in the left panel under Unassigned Jobs.
4. Drag an unassigned job card onto any technician column to assign it. The job moves to that technician's queue and its status changes from Pending to Assigned.
5. Switch to the Jobs tab to see the full job list, search by customer or job number, and filter by status or priority.
6. Use the Van Inventory tab to check that each technician has the parts they need before dispatching.
7. Review end-of-day results in the Performance tab.

Screen 1 — Dispatch Board

The Dispatch Board is the real-time command center for dispatchers. The left rail shows all unassigned jobs. The main area displays one column per active technician. Drag any unassigned job card onto a technician column to assign it instantly.

Technician Column Layout

Unassigned Jobs Panel

The left rail lists all jobs with no assigned technician. Jobs are sorted by scheduled time by default. Each card shows customer name, address, job type, and how long the job has been waiting. Jobs waiting more than 2 hours pulse with a yellow highlight to draw attention.

Technician Status Badges

Screen 2 — Job Management

Job Management is the master record for every field job. It supports the complete lifecycle from initial intake through invoicing. The screen displays all jobs in a searchable, filterable table. Click any row to open the job detail panel on the right.

Creating a New Job

1. Click + New Job in the top-right toolbar.
2. Fill in the required fields: Customer Name, Address, Job Type, and Scheduled Date/Time.
3. Set the Priority (Critical / High / Normal / Low).
4. Optionally add a Description and attach Parts Required from the parts catalog.
5. Click Create Job. The job appears in the table with status Pending and is immediately visible on the Dispatch Board's Unassigned panel.

Job Table Columns

Job Status Workflow

Each job moves through a defined sequence of statuses. Technicians advance the status from their mobile device or from the job detail panel.

Job Detail Panel

Click any job row to open the detail panel. The panel contains four tabs:

Screen 3 — Van Inventory

Van Inventory treats each technician's vehicle as its own stock location. Dispatchers can see at a glance which vans are low on critical parts before the day starts, and technicians can log part usage against individual jobs so the inventory stays accurate throughout the day.

Van Stock Table

The main table lists every technician's van with a stock summary row. Expand any row to see the full parts list for that van.

Replenishing a Van

1. Expand the van row to see the full parts list.
2. Click Replenish next to any low-stock item, or click Replenish All Low to batch-replenish everything below minimum in one action.
3. Enter the quantity added. The system records the replenishment with the current date, time, and your username.
4. The van's Stock Health badge updates immediately.

Recording Part Usage

When a technician uses a part on a job, usage can be recorded from two places: the Parts tab in the job detail panel (recommended), or directly from Van Inventory by selecting the van and clicking Log Usage on any item. Both methods deduct the quantity from the van's stock and link the usage to the job record for billing purposes.

Screen 4 — Performance Dashboard

The Performance Dashboard aggregates completed job data into team-level and technician-level KPIs. Use it for end-of-day reviews, weekly reporting, and identifying technicians who need support or recognition.

Team Summary Tiles

Technician Leaderboard

Below the team tiles, a ranked table shows each technician's individual metrics for the selected date range. Metrics include:

• Jobs completed — total count of completed + invoiced jobs
• Avg. travel time — mean duration from En Route to On Site
• Avg. job time — mean duration from On Site to Completed
• First-time fix % — percentage of jobs requiring no callback
• Parts used — total part units consumed, linked to van inventory deductions
• Revenue — sum of invoice values attributed to this technician

Date Range Selector

All metrics on the Performance Dashboard respect a date range selector at the top of the screen. Preset ranges include Today, Yesterday, This Week, Last Week, This Month, and Last Month. A custom range picker is also available for ad-hoc periods. Changing the range updates all tiles and the leaderboard simultaneously.

Job Priority Reference

Job Type Reference

Adding Technicians

Both Job Management and the Performance Dashboard offer an Add Technician action. When adding one, you choose between two sources:

• From your workspace — pick an existing team member or HR employee. Their name, contact details, and any relevant skills carry over automatically, and their technician profile (status, van inventory, job history) is linked to that same identity everywhere else in TotalApp.
• External — for a technician with no workspace account at all (a subcontractor, for example), type their name, phone, and email directly. This creates a standalone technician profile scoped to Field Service only.

Picking an existing workspace member is the better default whenever one is available — it keeps the same person recognized consistently whether they're being assigned a field job, a maintenance task, or anything else across the app. See Employees & Assignees for the full picture of how TotalApp decides who can be assigned work.

Frequently Asked Questions