FSM Work Orders

1. Work Order Creation

1.1 Automatic Work Order Generation

• Upon creating a Service Appointment, a corresponding Work Order is automatically generated.

• The Work Order is fully linked to the Appointment.

To access the Work Order:

• Open the Appointment from:

  • Appointments List, or

  • Calendar View

• Click the “Work Order” button in the Appointment preview

1.2 Default Items on Creation

At creation, the system automatically assigns:

• Distance Item

• Workhours Item

These items are used for:

• Cost calculation

• Work Order PDF (Service Card)

• Invoice generation

2. Managing Work Orders

Each Work Order contains multiple tabs that control different aspects of the service process.

2.1 Onsite Data / Work Order Settings

This section defines the financial and operational parameters of the Work Order.

You can manage:

• Distance

• Workhours

• Other Expenses

• Business Travel Expenses

Pricing Configuration

• If Customer Pricelists exist:

  • Pricing is automatically applied based on the customer branch

• If not:

  • The system uses the default item price

If enabled in settings:

• Users can manually override:

  • Distance pricing

  • Workhours pricing

Additional Expenses

• Other Expenses and Business Travel Expenses can be added as chargeable items

• These are treated as:

  • Quantity = 1

  • Unit = “Unit”

PDF Price Visibility

• Users with appropriate permissions (Coordinator / Manager) can:

  • Show or hide pricing in the Work Order PDF preview

• Prices are always hidden for the customer-facing version

2.2 Members

This tab manages the team assigned to the Work Order.

You can:

• Add or remove technicians (members)

• Assign one member as Head Technician

Head Technician

• Acts as the primary responsible technician

• Appears in the Work Order PDF

• Can sign the Work Order

Work Hours Tracking

• Each member can log their work hours

• Total work hours are used in invoice calculation

2.3 Serviceable Customer Assets (Machines / Devices)

This tab defines which customer assets (machines/devices) were serviced.

You can:

• Add one or multiple assets

• For each asset, define:

  • Service Description

  • Runtime / operational hours

Asset Management

• New assets can be created

• Existing assets can be edited (if permissions allow)

2.4 Spare Parts

This tab tracks all materials used during service.

For each Spare Part:

• Define:

  • Quantity

  • Sales Price

  • LOT Number (if applicable)

  • Serial Number (if applicable)

• Set whether the part is Chargeable

Important Notes

• Spare parts added here affect:

  • Work Order PDF

  • Invoice

• Users can:

  • Add or remove spare parts from the Work Order

• Stock deletion (warehouse level) is controlled separately and is not part of Work Order permissions

2.5 Service Description

This tab contains the final service documentation.

You can define:

• General Service Description

• Head Technician Note

• Customer Note

This information appears in:

• Work Order PDF

• Internal documentation

3. Work Order Lifecycle

Work Orders progress through defined execution actions.

3.1 Status Actions

From the Work Order:

• Start – begins execution

• Pause – temporarily stops work

• Resume – continues paused work

• Finish – marks the Work Order as completed (Customer and Head Technician signatures Required)

• Cancel – cancels the Work Order

3.2 Completion and Control

• Once completed:

  • The Work Order can be signed

  • The Work Order can be sent to the customer

  • The Work Order can be converted to an invoice

• Restarting a completed Work Order:

  • Requires Coordinator / Manager permissions

4. Digital Signature Workflow

Work Order validation requires digital signatures for work order completion

4.1 Head Technician Signature

• Can be signed by:

  • Head Technician

  • Coordinator / Manager

4.2 Customer Signature

• Can be signed by:

  • Customer (on-site or digitally)

  • Or by authorized internal users (if applicable)

4.3 Approval Behavior

• If a Work Order is completed by a Technician:

  • It must be reviewed and signed by:

    • Service Manager

    • Service Coordinator

    • or Head Technician

before being sent to the customer.

This ensures:

• Work quality validation

• Correct materials and tasks verification

5. Document and Invoice Actions

5.1 Work Order PDF (Service Card)

• Can be previewed at any time

• Can be sent to the customer contact via email

Conditions for sending:

• Work Order is completed

• Required signatures are present

5.2 Convert to Invoice

A Work Order can be converted into an Invoice if:

• The service is marked as billable

• Required signatures are present

• A Head Technician is assigned

Invoice Includes

• Distance charges

• Workhours

• Spare parts

• Other expenses

• Business travel expenses

6. Locking the Work Order

• A Work Order can be locked after completion

• Locked Work Orders:

  • Cannot be edited

  • Represent finalized service documentation