Tasks & support
Field visits
Send a technician to the customer from a ticket: pick the day and time window, choose someone who is actually working then (their shift and leave come from HR), and follow the visit from "on the way" to "done" with a report and photos.
Contents: Who can use it · Schedule a visit · Choose the technician · The technician's day · Change or cancel · The schedule · Example · FAQ
Who can use it
- Schedule, change and cancel visits: staff who may schedule visits (usually dispatchers and team leads). Existing roles that can update tickets get this.
- Work their own visits: technicians see My visits and move their own visits on. Existing roles that can see tickets get this.
- See the whole schedule: staff who may list all visits.
Where: the Field visits card on a ticket, and Tasks & support → Field visits (classic menu: Tickets → Field visits). The page needs the Tickets module.
Schedule a visit from a ticket
- Open the ticket. In the right column find the Field visits card and click Schedule visit.
- Set Day, From and To (the time window you promise the customer).
- Choose the Technician (see below).
- Address is filled from the ticket's customer address; change it if needed.
- Add Instructions for the technician (what to bring, who to ask for).
- Optional: link an Asset work order when the visit carries out a maintenance job from Asset management.
- Click Schedule visit. You see "Visit scheduled."
The technician gets a notification, the visit appears on their day, and the ticket's activity shows "Field visit scheduled".
Choose the technician
The list shows every active employee who has a login, with:
| Label | Meaning |
|---|---|
| On shift 09:00–17:00 (green) | Their HR shift covers the start of your window |
| Off shift (14:00–22:00) (amber) | They work that day, but not at that time |
| Weekly off, Holiday, Day off | They do not work that day |
| On leave (red) | Approved leave that day |
| Not in HR | No employee record, so their shift is unknown |
| Busy then | They already have a visit that overlaps your window |
| 2 visits that day | How many visits they already have |
People who are free come first. You can still pick anyone: the labels are a guide, not a block.
The technician's day
Open Field visits → My visits. Use the arrows or the date to move between days, Today to come back.
Each visit card shows the time window, the ticket, the customer (tap the phone number to call), the address with a Map link, the instructions and any linked work order. Work it step by step:
- On the way when you leave.
- I have arrived when you reach the customer. With Share my location when I arrive ticked, your phone's position is saved with the visit (your browser asks once for permission). If you refuse or have no signal, the step still works without it.
- Add photos of the installation or the fault, as many as you need (pictures only).
- Write the Report (what you found and what you did) and tap Mark done.
Steps can be skipped forward (for example straight to I have arrived) but never back. Every step, photo and the report show on the ticket's activity; the photos also appear in the ticket's attachments.
Change or cancel a visit
On the ticket's Field visits card, an open visit has Change (another technician, day or window; the new technician is notified) and Cancel visit (with an optional reason). A done or cancelled visit cannot be changed.
The schedule
Field visits → Schedule lists every visit between two days, grouped by day, filtered by status (Active by default: scheduled, on the way, arrived). It follows your branch access like the ticket list.
Example scenario
Karim Uddin calls: no internet since morning. Nadia (dispatcher) opens his ticket, clicks Schedule visit, sets today 15:00–16:00 and sees that Selim is On shift 09:00–17:00 with no other visits, while Jamal is On leave. She picks Selim, writes "Bring a spare ONU" and links the router's work order. Selim taps On the way, then I have arrived (location shared), photographs the replaced ONU and writes "Replaced the ONU, link is up". Nadia sees each step on the ticket and closes it.
Troubleshooting and FAQ
The technician list is empty. Only active employees with a login are listed. Add the person in HR and give them a login.
Everyone shows "Not in HR". The people have no employee record, or no shift is set for them. Shifts come from HR → Shifts.
The location is missing on an arrived visit. The technician refused the browser's location request, had no signal, or unticked Share my location when I arrive. It is optional.
I cannot see My visits. Your role needs permission to work your own visits; ask an administrator.