Field Service (FSM)

• All field work in the systemWork orders, routes, equipment and technicians in one place.
• The right technician for the jobAssignment by skill and availability.
• Recurring service by itselfPeriodic service contracts generate their own work orders.

Overview

The PORTWARE Field Service (FSM) suite is a comprehensive field management solution for businesses of every size with field teams. For companies in air-conditioning service, lift maintenance, IT infrastructure support, cleaning & security services, medical device service and similar sectors, it manages work orders, technician assignments, material tracking and invoicing on a single platform.

Developed and maintained by the OCA community, this module suite runs on PORTWARE's open-source core. By moving field operations from paper to a digital platform, it eliminates lost work orders, inefficient routing and late invoicing.

Which Sectors Is It For?

Why FSM?

Field operations run on paper work orders and phone coordination lead to serious problems: lost work orders, customer complaints, high fuel costs and late invoicing. PORTWARE FSM solves all of them systematically.

Key Concepts

Work Order (Field Service Order)

The basic unit of field service: the record created for a service to be delivered to a customer. Each work order holds the customer, service location, planned date/time, assigned technician, the work to be done, materials used and completion status.

Technician (Field Worker)

The staff member working in the field. Each technician's skills (e.g. electrical, air conditioning, networking), working region and availability calendar are defined in the system and used for work order assignment.

Team

A group of several technicians. Separate teams can be created for different service types or regions, with reports and performance tracking per team.

Location

The address where the customer is or where the service is delivered. With Google Maps integration it can be shown on a map and routes can be planned.

Work Order Stages

Requirements

To use the FSM suite, the following requirements must be met:

Modules

The PORTWARE FSM suite consists of a core module and several integration modules. Install only the ones you need.

Initial Set-up

After installing the FSM module, configure the system with these steps:

1. Install the Module
   In PORTWARE follow Apps → Search: "Field Service" → Install . When the core module is installed, its dependencies are installed automatically.
2. Update the Company Details
   Settings → General Settings → Company - enter the address and contact details. They are used on work order PDFs and customer notifications.
3. Create Teams
   Field Service → Configuration → Teams - create service teams, e.g. "Air-Conditioning Team", "Electrical Team", "IT Support Team".
4. Define Technicians
   Field Service → Configuration → Workers - add the technicians and set each one's skills and working region.
5. Create Service Types
   Field Service → Configuration → Service Types - list the services you offer. They are used when creating work orders and in reports.
6. Configure the Stages
   Field Service → Configuration → Stages - customise the work order stages. Add stages that match your company's process.
7. Define Working Hours
   Employees → Configuration → Working Schedules - define the technicians' working hours. They are used when planning work orders.

Work Orders

Work orders are the basic unit of the FSM system. Every field visit is represented by a work order. Work orders can be created manually or automatically from a customer request, a sales order or a service contract.

Creating a New Work Order

To create a new work order:

1. Field Service → Work Orders → New - click it.
2. Customer - choose the customer. The customer's address comes in automatically; change it for a different location.
3. Service Type - choose it (e.g. "AC Maintenance", "Breakdown Call").
4. Planned Date/Time - set it. The technician's availability is checked to prevent clashes.
5. Technician - assign one. The system suggests suitable technicians by skill and region.
6. Description - enter the details of the work. Note customer-specific instructions and the materials needed.

Work Order Fields

Completing a Work Order in the Field

When the technician arrives on site, on the mobile app or in a browser they:

• Open the work order and set the stage to "In Progress"
• Write up the work done in the description
• Add the materials used to the material lines
• Add photos if needed (gallery or camera)
• Record the working hours
• Take the customer's digital signature
• Move the work order to "Completed"

Technician Management

Efficient field operations start with the right technician assignment. PORTWARE FSM manages technician profiles, skills and availability calendars centrally.

Technician Profile

For each technician the following is defined:

• Personal details: name, phone, e-mail, photo
• Team: the service team they belong to
• Working region: the area or city served
• Skills: their technical competences
• Working schedule: shifts and working hours
• Vehicle: the assigned vehicle and its inventory

Skill Management

Define the skills a job needs in Field Service → Configuration → Skills. Example skills:

Calendar and Availability

The technician calendar shows every planned work order. Managers follow the whole team in a weekly or daily view. When a work order is created, the system checks whether the chosen technician is free on that date.

Route Planning

With the fieldservice_route module the day's work orders become routes optimised by location. Technicians travel less, fuel costs fall and more customers are visited.

Daily Planning

Dispatchers follow these steps every morning:

1. Open all of the day's open work orders in the map view
2. Group the work orders by technician and location
3. Reorder automatically with the "Optimise Route" button
4. Notify the technician through the app
5. The technician starts navigation from the app

Route Views

• Map view: work orders shown as pins on the map
• List view: ordered work orders with estimated arrival times
• Calendar view: work by day/week/month
• Kanban view: drag-and-drop by stage

Material Management

The fieldservice_stock module tracks the materials used in field operations. Vehicle inventory, stock transfers and material usage reports are managed through it.

Vehicle Inventory

Each technician's vehicle is defined as a separate stock location. The technician sees what is in the vehicle, adds what was used to the work order, and the system deducts it from stock.

Material Flow

Stock Alerts

When a product in the vehicle inventory falls below its minimum, the system proposes a reorder automatically, so materials never run out in the field.

Service Requests

Customer service requests can come in through several channels: phone, e-mail, the customer portal or a web form. All requests gather in a central queue and dispatchers turn them into work orders.

Request Channels

Customer Portal

Customers sign in to the PORTWARE portal to see open and past service requests, create new ones and follow the service status live.

Portal Features

• See open work orders and their status
• Assigned technician and estimated arrival time
• Review past service history and documents
• Create a new service request
• Download the PDF service report when the work order is completed
• Fill in the satisfaction survey

Contract Management

Periodic maintenance contracts create recurring work orders automatically at set intervals. Maintenance planning is handled by the system and no visit is missed.

Contract Types

• Monthly maintenance: a work order on a set day every month
• Quarterly maintenance: periodic service every quarter
• Annual maintenance: one comprehensive visit a year
• Breakdown agreement: a set number of emergency call-outs
• Combined contract: periodic + unlimited emergency call-outs

From Sale to Work Order

With the fieldservice_sale module, field work orders are created straight from sales orders. The integration automates the bridge between the sales team and the field team.

Flow

Service Products

Service products on a quotation (e.g. "AC Maintenance - 1 Year") can be configured so that each one sold triggers a work order automatically. On the product form:

• Enable the "Create Work Order" option
• Set the default service type
• Enter the estimated duration
• Define the required skills

Quotation Management

PORTWARE's standard sales quotations are used to send customers quotes before or after a service. With the FSM integration, findings in the field can be turned into a quotation.

Quotation After the Visit

After the technician surveys the site:

1. They click "Create Quotation" on the work order
2. They add the work and materials needed
3. The quotation is e-mailed to the customer
4. When the customer approves it in the portal, a work order is created automatically

Service Invoice

The fieldservice_account module brings work orders into invoicing. When a work order is completed, labour and materials flow into the invoice automatically.

Creating the Invoice

1. The work order moves to "Completed"
2. Materials used and hours worked are added to invoiceable lines automatically
3. A draft invoice is created with the "Create Invoice" button
4. The accounting team reviews and confirms it
5. The invoice is sent to the customer

Time & Material Invoicing

When you invoice by actual usage instead of a fixed-price contract, the hours and materials on each work order are invoiced separately.

Contract Invoices

Periodic maintenance contracts can be invoiced automatically monthly, quarterly or yearly. Invoice timing follows the contract terms.

Repair Orders

The fieldservice_repair module links FSM work orders with the repair module. For faults diagnosed on site, a repair order can be opened, spare parts requested and the repair followed.

The Repair Process

Parts Tracking

Spare parts used on repair orders are deducted from stock and added to the customer invoice. Parts tracked by serial or lot number are fully traceable.

Planned Maintenance

A preventive maintenance strategy extends equipment life and prevents unexpected breakdowns. PORTWARE FSM manages periodic maintenance programmes automatically.

Creating a Maintenance Schedule

• Enter the customer and equipment
• Set the maintenance frequency (weekly, monthly, quarterly...)
• Assign the responsible technician or team
• Define the list of tasks (checklist)
• The system creates work orders automatically on the set dates

KPI Dashboard

A comprehensive performance dashboard for managers shows the live state and past performance of field operations.

Key KPIs

Technician Performance

Individual technician reports help managers assess team performance and spot training needs.

Reports by Technician

Example Scenario: An Air-Conditioning Service Flow

Step-by-Step Flow

1. Customer Reports a Fault
   The customer, Mr Ahmet, phones to say the office air conditioner is not working. Customer service creates a new work order in PORTWARE; the customer's details and address come in automatically.
2. Technician Assignment
   The dispatcher picks Mehmet, a free technician with the "HVAC" skill in the Istanbul European side region. The system confirms Mehmet's calendar is free that day.
3. Customer Notification
   The system automatically sends Mr Ahmet an SMS and e-mail: "Our technician Mehmet will visit this afternoon between 14:00 and 16:00."
4. Site Visit
   Mehmet opens the work order in the PORTWARE mobile app and sets it to "On the Way". The status updates in the customer portal. Mehmet arrives and inspects the unit.
5. Diagnosis and Repair
   Mehmet finds a faulty compressor. There is no spare in his vehicle inventory, so he raises a request to the warehouse. He refills the gas as a temporary fix so the unit partly works.
6. Parts Request
   A new work order is created for a second visit, a compressor is reserved in the warehouse and the visit is added to Mehmet's calendar for the next day.
7. Second Visit and Completion
   The compressor is replaced and Mehmet tests the system. Mr Ahmet signs digitally on Mehmet's tablet. The work order moves to "Completed".
8. Automatic Invoicing
   The system calculates labour (2 visits × 1.5 hours × 300₺/hour = 900₺) and materials (compressor 1,200₺). Accounting confirms the invoice in 5 minutes and sends it to Mr Ahmet.
9. Customer Satisfaction Survey
   After the invoice goes out, Mr Ahmet receives a 5-question survey and gives 5 out of 5. The score feeds into Mehmet's performance report.

Frequently Asked Questions

Does the FSM module work without internet?

For basic work order viewing and status updates, the mobile app caches some data. Full functionality needs an internet connection; the route map and stock queries need to be online.

How many technicians can be defined?

There is no upper limit. The system is designed to support thousands of technicians; performance depends on server capacity.

Can technicians see work orders on a mobile device?

Yes. The web interface works fully in mobile browsers and installs on the phone like an app. There are also OCA community projects for dedicated FSM mobile apps.

Can customers be notified automatically?

Yes. E-mail notifications can go out automatically when a work order is created, assigned, changes status and is completed. SMS notification needs a third-party SMS integration.

Can customer approval be obtained before invoicing?

Yes. The draft invoice can be sent to the customer through the portal, and the final invoice created after the customer reviews and approves it. This flow is recommended especially for corporate customers.

Best Practices

Work Order Management

• Use priority tags: Urgent, Normal and Planned categories make dispatchers' decisions easier
• Create templates: checklist templates for recurring job types raise quality
• Make photos mandatory: make before/after photos standard for completed jobs
• Use internal notes: share information within the team in notes the customer cannot see

Technician Management

• Keep the skills matrix current: enter technicians' new certificates in the system
• Assign by region: group technicians by working region to cut travel time
• Plan capacity: check the weekly workload balance regularly

Invoicing

• Invoice the same day: create the invoice as soon as the job is done; don't delay
• Keep contract prices current: apply the annual inflation adjustment to contracts
• Prepare an invoice template: add your company logo and payment terms to the invoice template

PORTWARE Field Service (FSM) Documentation  •  OCA fieldservice suite  •  LGPL-3 open-source core  •