Service

1. Overview

The Service module covers the full field-service lifecycle — work orders, appointments, dispatch and scheduling, service contracts, equipment tracking, flat-rate pricing, and a product catalog. It connects to Accounts Receivable for invoicing and to Inventory for material allocation.

2. Key Concepts

Work Order (WO) — The central record for a service job. A WO links a customer and site to the work being performed, contains appointments for scheduling, line items for billing, and drives invoicing. Example: WO-2201, “AC Repair — Jane Smith, 742 Elm Street.”
Appointment — A scheduled time block on a specific technician’s calendar. Each work order has one or more appointments. Appointments drive the dispatch board layout and technician scheduling. An appointment has a configurable status and a duration. Statuses are managed in Settings and support a custom name, color, and an isClosed flag. The set of statuses is tenant-specific (system statuses include values such as En Route, At Location, Needs Rescheduled, and On Break).
Dispatch Board — A drag-and-drop scheduling interface showing technicians as columns and time slots as rows. Dispatchers assign unscheduled work orders by dragging them onto a technician’s timeline. The board provides a real-time view of the day’s workload.
Line Item Types — Work order billing is broken into typed line items: Material (parts from inventory), Labor Cost (technician time as cost), Labor Sell (labor billed to customer), Flat Rate (predefined service packages), Flat Rate Material Sell (material portion of a flat rate), Flat Rate Labor Sell (labor portion of a flat rate), Contract Sale (billed under a service contract), Dynamic Charge (miscellaneous fees), Subs (subcontractor costs), and Quote (quoted items). Each type has specific GL account requirements.
Flat Rate — A predefined service package with fixed pricing. Flat rates bundle labor and materials into a single price (e.g., “AC Diagnostic — $89.00”). They support six pricing tiers (Primary, Additional, Preferred, Preferred Additional, After Hours, After Hours Additional) and can auto-include materials when added to a work order.
Service Contract — An agreement for ongoing maintenance over a period (typically annual). Contracts define billing schedules, checkup visits, covered equipment, and optional add-on services. Example: Summit Office Park’s annual HVAC maintenance contract at $3,600/year with quarterly checkups.
Checkup — A scheduled maintenance visit generated from a service contract. Each checkup creates a work order that can be assigned, dispatched, and completed like any other WO. When marked complete and revenue-recognized, the checkup’s portion of the contract revenue is posted to the GL.
Equipment — A trackable piece of customer equipment (e.g., a Carrier RTU on Summit Office Park’s roof). Equipment records store model, serial number, warranty dates, and maintenance history, linking to the customer site and service contracts.
Appointment Confirmation — An automated SMS, phone call, or email notification sent to a customer to confirm an upcoming service appointment. Confirmations track status (Pending, Confirmed, Rejected) and can be managed in batch from the Appointment Confirmations screen.
AI Features — AI-powered tools integrated into the Service module. AI Solution Polish refines technician notes into professional customer-facing descriptions. AI Equipment Analysis extracts equipment data from nameplate photos using AI vision.

3. How It Connects

Upstream — Where Service gets its data:

CRM → Approved proposals with Conversion Type = Work Order create new work orders with customer, site, and line items pre-populated
Service Contracts → Active contracts generate checkup work orders on their scheduled dates
Inventory → Material line items on work orders draw from inventory. The Allocations tab reserves and picks stock from warehouse locations.
Accounts Receivable → The customer database provides billing and site addresses for work orders

Downstream — Where Service sends its data:

Accounts Receivable → Invoicing a work order creates an AR invoice. The invoice debits the configured AR Control account and credits the configured Service Revenue account. Material costs debit the configured Service COGS account and credit the configured Inventory account.
Inventory → Material consumption on work orders reduces on-hand quantities and posts to the GL
General Ledger → WO invoicing posts revenue and cost entries. Contract billing posts deferred/earned revenue entries.
Job Costing → Work orders can be linked to jobs, with WO costs contributing to job expense tracking

Key Integration Point — Work Order Invoicing: When Tom invoices a completed work order, the system creates a full AR invoice with all line items, calculates sales tax from the jurisdiction, applies any discounts, and posts to the GL. The invoice number links back to the WO, creating a complete audit trail from dispatch → service → billing → collection.

4. Service Dashboard

Navigate to Service → Dashboard for a high-level view of service operations.

Charts & Metrics

Section	Type	Description
Monthly Work Order Revenue	Area chart	Revenue trend over time by month
Other Monthly Work Order Analytics	Bar chart	Count of work orders and average revenue per WO by month
Work Order Proposal Conversions	Bar chart	Estimate counts bucketed as Total, Converted (green), and Unconverted (red)
Proposal Conversion Rate	KPI	Percentage of estimates converted to work orders
Average Proposal Total	KPI	Average dollar value of estimates in the period
Work Order Proposal Revenue	Bar chart	Estimate revenue bucketed as Total, Converted (green), and Unconverted (red)

Dispatcher Performance

A bar chart grouped by dispatcher (username), showing the following series:

Series	Description
# of Calls	Number of calls handled by the dispatcher
# of Opportunities	Available work order opportunities
# of WO Conversions	Work orders successfully converted
Revenue from Conversions	Revenue from converted work orders

5. Work Orders

Navigate to Service → Work Orders to manage all service work orders.

Work Orders List Columns

Column	Description
Work Order ID	Unique identifier
Customer ID	Customer account reference
Billing Name	Customer billing name
Billing Address	Customer billing address
Site Name	Named service site
Site Address	Service site street address
Earliest Appt Date/Time	First scheduled appointment
Latest Appt Date/Time	Most recent scheduled appointment

Create / Edit Work Order

Work orders can be created from scratch, from a customer record, or from a CRM proposal.

General Fields

Field	Required	Description
Customer	Yes	Customer account
Customer Site Address	Yes	Service location (depends on customer selection)
Service Type	Yes	Service category — determines default status and cost behavior
Work Order Status	Yes	Current state of the work order
Invoice Number	Yes (edit only)	AR invoice reference; required when editing
Customer PO Number	No	Customer’s purchase order reference
Job	No	Link to a Job Costing job
Lead	No	Link to a CRM lead
Proposal	No	Link to a CRM proposal/estimate
Service Contract	No	Link to a service contract
Service Contract Checkup	No	Maintenance checkup associated with a service contract
Salesman	No	Sales representative
Tags	No	Color-coded labels for categorization and filtering (see Administration → Tags)
Linked Work Order	No	Related work order
Link Work Order Reason	No	Reason for linking the two work orders
Issue	No	Description of the customer’s problem
Solution	No	Technical solution provided
Notes	No	Internal notes
Requested Date/Time	No	Date and time requested by the customer
Default Assigned Date/Time	Yes	Default scheduling date/time for new appointments
Completed Date/Time	No	When service was completed
Sales Tax Jurisdiction	No	Tax jurisdiction for automatic tax calculation

Cancellation is not an editable General field. A work order is cancelled via Actions → Cancel Work Order (which records a Cancellation Reason), after which its Is Cancelled status shows as a read-only Cancelled chip.

Tabs

Appointments Tab

Manage the scheduled service appointments for this work order. Each appointment row:

Field	Required	Description
Tech	No	Technician assigned to this appointment
Status	Yes	Current appointment state
Assigned Date/Time	Yes	Scheduled date and time
Duration	No	Appointment length in minutes (must be at least 1 when entered)
Completed Date/Time	No	When this appointment was completed
Solution	No	Technician’s notes or solution for this appointment
Discount Code	No	Appointment-level discount code (sets the discount automatically)
Discount	No	Appointment-level dollar discount (disabled when a discount code or percent is set)
Discount %	No	Appointment-level percentage discount (set automatically from the discount code)

Use the add button to create a new appointment and the delete button to remove one.

Line Items Tab

Add the billable items — materials, labor, flat rates, and charges — to the work order. Each line item has a Line Item Type that determines which other fields are required.

Field	Required	Description
Line Item Type	Yes	Category — see types below
Description	No	Custom description (max 255 characters)
Appointment	Yes	Which appointment this line belongs to
Cost Center	Yes	Cost allocation code
Quantity	No	Number of units
UOM	No	Unit of measure (editable only for Material lines)
Unit Sell	No	Price per unit charged to the customer
Extended Sell	No	Calculated sell amount
Unit Cost	No	Cost per unit
Extended Cost	No	Calculated cost amount
Is Shown on Invoice	No	Whether this line appears on the printed invoice
Is Taxable	No	Whether sales tax applies to this line
Discount Amount	No	Line-level discount
Sale Credit Ledger Account	Conditional	GL revenue account (required for most types)
Cost Credit / Debit Ledger Account	Conditional	GL cost accounts (required for Material, Labor Cost, Subs)

Line Item Types

Type	Description
Material	Inventory product used on the job
Labor Cost	Employee time recorded as a cost
Labor Sell	Labor charge billed to the customer
Flat Rate	Predefined package price
Flat Rate Labor Sell	Labor portion of a flat rate
Flat Rate Material Sell	Material portion of a flat rate
Contract Sale	Item billed under a service contract
Dynamic Charge	Miscellaneous additional charge
Subs	Subcontractor cost
Quote	Quoted line item

Additional fields by type:

Material: Product (required), Truck Stock, Warranty

Labor Cost: Employee (required), Time On, Time Off

Flat Rate: Flat Rate (required), Primary, Preferred, After Hours, Warranty

Contract Sale: Contract Type (required), Amount (required), Converted; plus a Contract Options grid with columns Contract Option, Description, Quantity, Amount, and Is Percent

Forms Tab

Manage custom data-collection forms attached to this work order. Forms are based on Form Templates defined in Administration (see Section 4.5 of Administration & Utilities).

Action	Description
Add Form	Attach a form template to the work order. Select from available active templates.
Edit Form	Open a form to fill in or modify field values
Delete Form	Remove a form from the work order

When a form template has an associated PDF template, the system can auto-fill PDF form fields with data from the work order (customer name, site address, work order details) when the form is attached. Completed forms can be included with the work order invoice.

⚠️ Forms that have been signed can still be edited and deleted. Exercise caution when modifying signed forms, as the original signature may no longer reflect the current content.

Allocations Tab

Manage inventory allocation for material line items. The tab is a master/detail view. The left side lists each product needing allocation, showing its Available, Reserved, Total, Needed, and Allocated quantities along with an allocation-status chip.

Select a product to load its location grid on the right, where you allocate stock from specific warehouse locations:

Column	Description
Location	Warehouse or storage location
Serial Number	Serialized product, when applicable
Pallet	Pallet the stock sits on, when applicable
Container Size	Container size for the location
Allocated	Quantity currently allocated at this location
Available	Quantity available at this location
Quantity	Editable quantity to allocate from this location

If products cannot be fully allocated, an alert dialog lists the shortfall by product.

Totals Tab

Read-only financial summary:

Field	Description
Total Labor Sell	Sum of all labor sell lines
Total Material Sell	Sum of all material sell lines
Total Other Sale	Miscellaneous charges
Subtotal	Before tax and discounts
Total Labor Cost	Sum of all labor cost lines
Total Material Cost	Sum of all material cost lines
Total Subs Cost	Sum of all subcontractor lines
Total Tax	Calculated from tax jurisdiction
Total Discount	Applied discounts
Total Additional Charges	Extra charges
Total Cost	Full cost amount
Total Sale	Full sale amount

The tab also breaks labor hours and cost into En Route and At Location figures, and shows Labor GP %, Material GP %, and Overall GP % at the bottom.

The Work Order Metrics Dashboard (a Dashboard tab on the view screen) shows a cost breakdown donut chart, a sale vs. cost bar chart by category, and KPI cards. These include a Gross Profit card (dollar value with its gross-profit % beneath), plus Labor Margin, Material Margin, Pre-Discount Margin, and Overall Margin cards (each showing a dollar amount with its margin % beneath). The Total Collected metric reflects the total paid amount from linked customer invoices.

View Work Order

The view screen shows all work order data in read-only mode with tabs for General, Totals, Notes, and Custom Fields.

Work Order Actions

Action	Description
Invoice Work Order / Credit Work Order	Invoice the work order, or credit it if it is already invoiced. Invoicing opens a dialog requiring Posting Date and Invoice Date, with an optional Third Party Customer
Manage Payments	Collect or manage customer payments
Documents	View and manage attached documents
View Prior Form Versions	Review earlier versions of the work order’s forms
View AR Invoice	Open the linked AR invoice
Preview Pick Ticket	Preview the pick ticket
Email Invoice	Email the invoice to the customer
Email Pick Ticket	Email the pick ticket
Cancel Work Order / Uncancel Work Order	Mark as cancelled (a Cancellation Reason is optional) or reverse a cancellation
Create Linked Work Order	Create a new work order linked to this one
Edit Work Order	Open the edit form
Delete Work Order	Delete the work order
Audit Work Order	View the full change history for this work order

The metrics dashboard is not an action — it is a Dashboard tab on the work order view screen.

The Manage Payments action requires the Process Desktop Payments permission and is disabled when the work order is cancelled or archived. Create Linked Work Order requires Work Order — Create permission and opens a new work order linked to the current one; it is disabled when the work order is archived.

Work Order Documents

Navigation: Work order view screen → Actions → Documents.

The Documents dialog lets you view and regenerate the work order’s generated paperwork. It is split into two sections:

View

Button	Description
View Invoice	Opens the work order invoice document
View All Forms	Opens all appointment forms for the work order
Select Appointment → View	Opens the forms for a single chosen appointment

Regenerate

The Regenerate section appears only if you have Work Order — Update permission. Regenerating overwrites the existing documents.

Option	Description
Work Order Invoice	Regenerate the work order invoice document
All Appointment Forms	Regenerate the forms for every appointment
Single Appointment	Select one appointment and regenerate only its form

When you click Regenerate, a confirmation dialog warns that existing documents will be overwritten before the regeneration runs.

Prior Form Versions

Navigation: Work order view screen → Actions → View Prior Form Versions.

This dialog lists each appointment on the work order along with the historical versions of its form. Each appointment shows its appointment number and assigned date, and under it every saved form version is listed by its last-modified date and time. The most recent version is marked with a Current chip. Click View next to any version to open that version’s PDF in a new tab. If no versions exist, the dialog shows “No form versions found for this work order.”

Email Invoice

Navigation: Work order view screen → Actions → Email Invoice.

Use this action to email the work order’s invoice to the customer. The recipient picker offers the customer’s contact email addresses to choose from.

Field	Description
All Appointment Forms	When checked, emails the combined invoice for all appointments; when unchecked, you must choose a single Appointment
Appointment	The specific appointment invoice to send (enabled only when All Appointment Forms is unchecked)
Email(s)	One or more recipient email addresses

At least one email address must be selected or entered. If All Appointment Forms is unchecked, an appointment must be selected before the email can be sent.

Email Pick Ticket

Navigation: Work order view screen → Actions → Email Pick Ticket.

This action opens an email dialog for the work order’s Pick Ticket. The customer’s contact email addresses are available to choose from in the recipient field.

Field	Description
Emails	One or more recipient email addresses (required unless Send Copy to Me is checked)
Subject	Optional email subject line
Body	Optional email body
Send Copy to Me	Also send a copy of the email to the current user
Save New Email Addresses	Save any newly entered email addresses to the customer’s contacts

To preview the pick ticket before sending, use Actions → Preview Pick Ticket, which opens the pick ticket in a new browser tab.

Cancel / Delete / Uncancel Work Order

Cancel a Work Order:

Open the work order and click Actions → Cancel.
Enter a Cancellation Reason (required, max 255 characters).
Click Save. The work order’s Is Cancelled flag is set, a cancellationDate is recorded, all appointments are unassigned, and the configured Cancelled Work Order Status (from Service Settings) is applied.

Cancelled work orders remain in the system for audit purposes but are excluded from active dispatch and scheduling views.

Uncancel a Work Order:

If a cancelled work order needs to be reopened, click Actions → Uncancel. The Is Cancelled flag is cleared and the work order returns to the Default Open Work Order Status configured in Service Settings.

Delete a Work Order:

Click Actions → Delete to permanently remove a work order. Deletion is only allowed if:

The work order has not been invoiced
The work order has no completed appointments

Deleted work orders cannot be recovered. If the work order has been invoiced or has completed appointments, cancel it instead.

Work Order Bill Credit

A bill credit reverses the financial posting of a previously invoiced work order — for example, when a customer disputes a charge or a full credit is needed.

Open the invoiced work order and click Actions → Bill Credit.
Enter the Posting Date (required) for the reversing entries.
The system creates a full reversing ledger document that negates every line of the original invoice posting — each original GL row (AR, revenue, tax, COGS, and inventory) is re-posted with the opposite amount — and reverses the work order’s inventory allocations.
A Void Sale posting for the credit amount is recorded against the original customer invoice, the work order is reset to un-invoiced, and the reversal is linked to the original work order for audit tracking.

AI Solution Polish

When composing or reviewing a work order’s Solution field, use the AI Polish action to automatically refine the technician’s notes into a professional, customer-friendly description. The system sends the raw solution text to an AI service and returns a polished version that:

Corrects grammar and spelling
Adds clear, professional language
Preserves all technical details and part numbers

The technician can review and accept or discard the polished version before saving.

6. Appointments

Navigate to Service → Appointments for a searchable list of all appointments across all work orders.

Filter	Description
Type	Work Order appointments or Scheduled Time Off
Assigned Date	Filter by a specific date
Search	Keyword search across employee name, customer, work order

Work Order Appointments List Columns

Column	Description
Appointment ID	Unique identifier
Assigned Date	Scheduled date
Scheduled Employee	Technician assigned
Work Order ID	Associated work order
Is Invoiced	Whether the work order has been invoiced
Invoice Number	Invoice reference
Customer ID	Customer reference
Customer Name	Customer account name
Customer Address	Billing address
Site Name	Service site name
Site Address	Service site address

Scheduled Time Off Columns

Column	Description
ID	Unique identifier
Assigned Date	Date of time off
Type	Personal, Sick, or Vacation
Scheduled Employee	Employee
Start Date	Date time off begins
Start Time	Time time off begins
End Date	Date time off ends
End Time	Time time off ends
Description	Reason or notes

Appointment Confirmations

Appointment confirmations allow SMS, phone call, and email reminders to be sent to customers before their service appointments.

Confirmation Types: Text (SMS), Phone Call, and Email.

Confirmation Statuses: Pending → Confirmed or Rejected.

Managing Confirmations:

Navigate to Service → Appointment Confirmations. The screen has two tabs: Search and Queue.
The Queue tab is where you select appointments and queue confirmations by type. Currently only Phone Call is supported (Text is not yet enabled).
The Search tab lists appointments and their confirmations. Expand a row to view and edit the confirmation details — including contacted time, confirmed time, and whether a representative was spoken to.

Confirmation Fields:

Field	Description
Appointment	Associated appointment
Type	Text, Phone Call, or Email
Status	Pending, Confirmed, or Rejected
Phone Number	Customer contact number
Appointment Date/Time	Scheduled appointment time
Contacted Date/Time	When the customer was reached
Confirmed Date/Time	When confirmation was received
Spoke to Representative	Whether the customer spoke directly to a rep
Notes	Additional notes about the confirmation

Settings: Configure confirmation templates in Service → Settings → Appointment Confirmation Settings, including phone caller ID, text/email message templates, email subject/from address, and the confirmation window length in minutes.

Scheduled Time Off Management

Scheduled time off blocks an employee’s availability on the dispatch board and scheduling views. Time off is created from the Schedule Time Off dialog. (The Appointments screen only lets you search existing Scheduled Time Off entries — it has no create button.)

Creating time off:

Open the Schedule Time Off dialog — from the Dispatch Board FAB menu (Create Scheduled Time Off), or by drag-selecting a time range on an employee’s timeline and choosing Scheduled Time Off.
Select the Employee(s), Type (Personal, Sick, or Vacation), and Status.
Add an optional Description.
Enter the Start Date / Start Time and End Date / End Time.
Click Create. The time block appears on the dispatch board as unavailable.

Time off blocks should not overlap with existing appointments. Review the schedule for conflicts before saving.

7. Dispatch Board

Navigate to Service → Dispatch Board for a drag-and-drop scheduling interface.

Layout

The board displays scheduled employees as columns (or rows) on a timeline. Appointment blocks appear on the timeline and can be dragged to reschedule or reassign.

Each employee column shows:

Employee ID and name
Number of appointments for the day

View Modes (Timeline & Queue)

The board header has a Timeline / Queue toggle that switches how scheduled work is displayed. The two modes share the same employees, appointments, and unassigned panel — only the layout and the date controls change.

Mode	What it shows
Timeline	Each employee is a column (or row) and appointment blocks are positioned by their actual start/end times along a time axis. This is the default view.
Queue	Each employee is a lane containing a simple, time-ordered list of appointment cards for the selected date range. Cards are stacked in start-time order rather than positioned proportionally to the clock.

Switching to Queue automatically loads the appointments that fall in the current queue date range.

Timeline Zoom

In Timeline mode only, a zoom slider in the board header controls the time scale — how much time is visible at once. Sliding toward the low end zooms in to a fine, hour-by-hour scale; sliding toward the high end zooms out to broader day, week, and month scales. Adjusting the zoom re-centers the timeline on the date you are currently viewing.

The zoom slider is hidden in Queue mode.

Queue Date Range

In Queue mode, the timeline zoom slider is replaced by queue date controls in place of the normal day navigator:

Use the range selector to choose how much time the queue covers: Day, Week, 2 Weeks, or Month. The default is Week.
Use the left and right arrows to step the queue backward or forward by one range at a time (one day, one week, two weeks, or one month, matching the selected range).
Click the range label between the arrows to open a date picker and jump the queue to a specific date.

Weeks start on Monday. The range label adapts to the selected range — for example a single date for Day, a start-to-end span for Week and 2 Weeks, and a month-and-year for Month.

Working in Queue Mode

Each employee lane shows a header with the employee and a count of the appointments in the current range, followed by the appointment cards. Each card shows its start-to-end time. A lane with no appointments in the selected range shows No jobs in this range.

You can drag a card within or between lanes to re-order it. When you drop a card, the board immediately re-arranges that lane: the dragged appointment is placed in the slot where you dropped it (or at the start of the range if dropped at the top), assigned to that employee, and any later appointments in the lane that would overlap are shifted down so the lane stays in start-time order.

Board Selection & Filtering

The board header includes two controls for choosing which scheduling board you are working on and for narrowing what the board shows.

Selected Scheduling Board

If you are assigned to more than one scheduling board, a Selected Scheduling Board picker appears in the board header. Use it to switch which board’s set of employees is displayed.

Behavior	Description
Available boards	Lists only the scheduling boards assigned to you (your active board assignments)
Default board	When the screen first loads, your default board is selected automatically
Switching boards	Choosing a different board reloads the board with that board’s schedulable employees

Filter Board

The Filter Board box in the board header narrows the timeline to only the employees relevant to your search. It accepts one or more terms — type a term and press Enter to add it, and add as many terms as you need.

An employee column is kept on the board when it matches any of your terms in either of these ways:

The employee’s ID or name (first and last) contains one of your terms.
The employee has a Work Order appointment whose customer site name, address, or ZIP contains one of your terms.

Matching is case-insensitive and matches on partial text. Clearing all terms restores the full set of employees.

Unassigned Work Orders Panel

Lists work orders that have not yet been assigned to an employee. Sort options:

Sort	Description
Address	Sort by street address
Assigned	Sort by appointment assigned date/time (default)
City	Sort by customer city
Name	Alphabetical by customer site name
Status	Sort by appointment status
Zip	Sort by postal code

Filters available: Show All Dates toggle, Service Type (Include/Exclude), Appointment Status (Include/Exclude), a Sort By selector, and a keyword search.

Filters

Click the filter icon at the top of the Unassigned Work Orders panel to open the filter controls. The icon shows a badge with the number of active filters — Show All Dates, a Service Type selection, an Appointment Status selection, and a non-default Sort By each count as one.

By default the panel shows only work orders for the date currently in view. Turn on Show All Dates to include unassigned work across all dates.

Filter	Description
Show All Dates	When off, only unassigned work for the date in view is shown; when on, all dates are included.
Service Type	Multi-select of service types, with an Include / Exclude mode toggle.
Appointment Status	Multi-select of appointment statuses (each shown with its status color), with an Include / Exclude mode toggle.
Sort By	Orders the list — Address, Assigned (default), City, Name, Status, or Zip.
Search	Keyword search that matches against the customer site name and address.

The Service Type and Appointment Status filters each have their own Include / Exclude toggle, which both default to Include:

Include — show only work orders whose value is one of the selected ones.
Exclude — hide work orders whose value is one of the selected ones, and show everything else.

When you select nothing in a filter, that filter is inactive and does not affect the list regardless of its Include/Exclude setting.

Drag & Drop

Drag appointment blocks from the unassigned panel onto an employee column to schedule them. Drag existing appointments between employees to reassign. The dispatch board UI prevents moving appointments on invoiced work orders.

Drag to Create on an Empty Slot

Besides moving existing blocks, you can draw a new time range directly on an empty part of an employee’s timeline to start scheduling.

Press and hold on an empty slot in an employee’s row (or column), drag to cover the span of time you want, then release. The selection snaps to the timeline’s grid. On release, a menu appears at the cursor with three choices:

Choice	Opens
Create Work Order	The Create Work Order task panel
Create Appointment	The Create W/O Appointment task panel
Scheduled Time Off	The Create Time Off task panel

Whichever you pick opens the matching create panel pre-filled with the employee whose row you dragged on and the start and end times of the range you drew. Finish filling in the panel and save to add the work order, appointment, or time-off block to the board.

Action	Description
Create Work Order	Create a new work order (requires Work Order create permission)
Create Lead	Create a new CRM lead (requires Lead create permission)
Create Scheduled Time Off	Block an employee’s availability (requires Appointment create permission)

Search Appointments and Search Customers are separate toolbar icon buttons, not FAB actions, and the unassigned work orders panel is always visible (there is no ‘View Unscheduled Work Orders’ action).

Dialogs

Edit / Create Work Order — Quick-edit dialog for a work order directly from the board (titled “Edit Work Order” or “Create Work Order”). Includes a General tab (Customer, Site, Service Type, Status, Issue, Work Order Notes, and date fields) and an Appointments tab.

Schedule Time Off — Block an employee’s availability:

Field	Required	Description
Employee	Yes	Schedulable employee
Type	Yes	Personal, Sick, or Vacation
Description	No	Reason
Start Date	Yes	Date off begins
Start Time	Yes	Start time
End Date	Yes	Date off ends
End Time	Yes	End time
Appointment Status	Yes	Status for the time-off block

Message Scheduled Employee — Send a message (required field) to a technician’s email.

Right-click (or open the context menu on) an appointment block on the timeline to act on that specific appointment. The menu’s actions adapt to the appointment type — most actions are available only for Work Order appointments, and individual actions are hidden or disabled based on your permissions.

Action	Availability	What it does
Documents	Work Order appointments only	Opens the Work Order Documents dialog (see below).
Create Appointment	Requires Appointment create permission; not available for Scheduled Time Off	Opens the appointment form to add another appointment to the same work order.
Edit Appointment	Requires Appointment update permission	Opens the appointment for editing (work-order appointments and time-off blocks).
View Appointment	Work Order appointments only	Opens a read-only Appointment Details view (see below).
Delete Appointment	Requires Appointment delete permission	Prompts for confirmation, then deletes the appointment.
Quick Edit Work Order	Work Order appointments only; requires Work Order update permission	Opens the streamlined work-order quick-edit dialog without leaving the board.
Full Edit Work Order	Work Order appointments only; requires Work Order update permission	Opens the full work-order edit screen in a new browser tab.
View Work Order	Work Order appointments only; requires the Manage Work Orders screen permission	Opens the work order in read-only view in a new browser tab.
Create Linked Work Order	Work Order appointments only; requires Work Order create permission	Opens the dispatch-board work-order dialog to create a new work order linked to this appointment.
Invoice Work Order	Work Order appointments only; requires the Work Order Billing permission	Opens the work-order billing screen in a new browser tab. Disabled when the work order is cancelled or already invoiced.
Customer Profile	Work Order appointments only	Opens the customer profile for the work order’s customer and site.
Map It	Work Order appointments only	Opens Google Maps in a new window at the site address.
Email to Scheduled Employee	Work Order appointments only; appears only when the appointment has a scheduled employee	Emails the appointment details to the assigned technician.

Work Order Documents

The Documents action opens the Work Order Documents dialog, which has two areas:

View — View Invoice opens the work order invoice, View All Forms opens all work order forms, and a per-appointment selector lets you choose an appointment and click View to open that appointment’s forms.
Regenerate — Shown only when you have Work Order update permission. Select Work Order Invoice and/or All Appointment Forms and click Regenerate to rebuild the documents. A single-appointment regenerate option is also available when the work order has appointments.

Appointment Details (View Appointment)

The View Appointment action opens a read-only Appointment Details view showing the Technician, Status, Scheduled For date/time, and Duration. For work-order appointments it also shows the work order number, Service Type, work order status, customer and site details, the work order notes, the reported issue, and the technician’s solution.

The Actions menu in this view offers:

Print Summary — Opens a printable appointment summary in a new browser tab.
Send Confirmation — Sends an appointment confirmation to the customer (requires the Appointment Confirmations permission).

Quick Create / Edit Work Order

The dispatch board provides a streamlined Edit / Create Work Order dialog for creating or editing work orders without leaving the board:

Click FAB → Add Work Order to create, or click an existing appointment block and select Edit Work Order.
The dialog shows a compact version of the work order form with:
- General tab — Customer, Site, Service Type, Status, Issue, Work Order Notes, and date fields
- Appointments tab — Add or modify appointments inline with employee, date/time, duration, and status
Click Save to commit. The appointment immediately appears (or updates) on the dispatch board timeline.

This dialog is designed for dispatchers who need to quickly create and schedule work orders in a single step without navigating away from the board view.

8. Service Contracts

Navigate to Service → Service Contracts to manage maintenance and service agreements.

Service Contracts List

Standard list with search and filter. Actions: Create, Edit, View, and Convert from Contract Sale.

Create / Edit Service Contract

General Fields

Field	Required	Description
Contract ID	No	Human-readable ID (max 50 characters)
Customer	Yes	Customer account
Customer Site Address	Yes	Service location
Contract Type	Yes	Defines billing and checkup behavior
Effective Date	Yes	Date the contract begins
Expiration Date	Yes	Date the contract ends (must be after Effective Date)
Original Date	No	Used for renewals — the original contract start date
Preferred Employee	No	Default technician for checkups
Service Location	No	Alternative service location
Amount	No	Total contract value
Requires Payment Collection	No	Whether payment must be collected upfront
Notes	No	Internal notes

Tabs

Checkups Tab — Schedule maintenance visits:

Column	Description
Checkup Date	When the checkup is scheduled (month/year)
Work Order ID	Linked work order for this checkup (selecting an invoiced WO marks the checkup complete)
Complete	Whether the checkup is complete — system-managed (set when the linked work order is invoiced)
Description	Description or notes for the checkup
Revenue Recognized	Whether revenue for the checkup has been recognized — system-managed, display-only

Options Tab — Optional add-on services:

Column	Description
Option	Predefined option from Service Settings > Contract Options
Amount	Price of this option
Is Percent	Whether the option amount is a percentage
Exp on Renewal	Whether this option expires when the contract renews

Billings Tab — Define the billing schedule:

Column	Required	Description
Billing Date	Yes	Date this billing is due
Amount	No	Amount to bill on this date

Equipment Tab — List the equipment items covered by this contract. Add/remove equipment using the add button.

View Service Contract

Read-only view with the same tabs as the edit screen. Additional tabs visible in the view screen:

Notes and Custom Fields are upper-section tabs (alongside General). The lower section adds these tabs:

Tab	Description
Options	Optional add-on services linked to this contract
Automated Billings	Recurring billing entries
Linked Equipment	Equipment items covered by this contract
Transactions	Financial transactions posted against this contract
Renewals	Renewal history and next renewal
Communications	Communication history for this contract
Transfer Log	Record of contract transfers
Attachments	Files attached to the contract

Service Contract Billings Processor

Navigate to Service → Manage Contract Billings to process pending contract billings in batch.

Step 1 — Search

Field	Required	Description
Start Billing Date	Yes	Beginning of the billing window
End Billing Date	Yes	End of the billing window (must be on or after Start)
Service Contract Types	Yes	One or more contract types to process (at least one required)

Click Search to find matching unprocessed billings.

Step 2 — Review and Process

The Unprocessed tab shows all billings in the date range. Set the Posting Date (required) field at the top of the tab, select the billings to process, then click Process to post the selected billings to the general ledger. The Processed tab shows billings that have already been posted.

Service Contract Renewals

Navigate to Service → Manage Contract Renewals to filter expiring contracts and send or generate renewal notices (Email, Print, and/or Call), optionally including invoices.

Search Renewals

Field	Required	Description
Contract Statuses	Yes	Filter by status: Pending Sale, Pending Renewal, Renewal Sent, Pending Start, Active, Cancelled, Expired
Contract Type	No	Filter by service contract type
Start Effective Date	Yes	Beginning of the effective date window (defaults to next month start)
End Effective Date	Yes	End of the effective date window (defaults to next month end)
Last Communication Before	No	Filter contracts where the last communication was before this date

Click Search to find contracts matching the criteria.

Renewal Grid

The results grid shows contracts eligible for renewal:

Column	Description
Status	Contract status
Contract ID	Current contract identifier (links to the contract)
Contract Type	Type of contract
Billing Name	Customer billing name
Billing Address	Customer billing address
Site Name	Service site name
Site Address	Service site address
Site Apt. #	Service site apartment/unit number
Effective Date	Current contract start date
Expiration Date	When the current contract expires
Checkups	Number of checkups on the contract
Last Communication	Date of the last renewal communication

Processing Renewals

Select one or more contracts from the grid.
Click Continue to open the Send/Generate Renewals dialog:
- Email — Email renewal notices to customers (default: on)
- Print — Generate printable renewal documents (default: on)
- Print for Customers w/ Email — Also print for customers who have email on file (only selectable while Print is on)
- Call — Place renewal calls (default: off); a contract is only called when its service contract type has caller ID, redirect number, and message all configured, others are silently skipped
- Include Invoices — Include invoices with the renewal notices (default: on)
Click Send/Generate. The system generates the renewal documents (PDF) and optionally emails and/or calls the customers.
The generated PDF is downloaded automatically for printing or filing.

The original contract’s Renewals tab shows the link to any renewal contract created.

Service Contract Lifecycle

Service contracts progress through the following statuses: Pending Sale → Pending Start → Active → Expired (or Cancelled at any point). Renewal workflows add two additional states: Pending Renewal (contract eligible for renewal) and Renewal Sent (renewal notice has been sent to the customer).

Activate Contract:

Contracts in Pending Sale or Pending Start status can be activated. Click Actions → Activate to set the status to Active. Activation enables billing processing and checkup work order generation.
A contract must have valid effective/expiration dates before it can be activated.

Cancel Contract:

Click Actions → Cancel to cancel a contract. Enter an optional Cancellation Reason (up to 255 characters) and optionally leave Cancel Pending Renewals checked. The system auto-stamps the cancellation date (today) and saves the pre-cancellation status so it can be restored if uncancelled.
Existing billings already processed are not reversed. Future unprocessed billings stop.

Uncancel Contract:

Click Actions → Uncancel to reinstate a cancelled contract. The system restores the contract to its pre-cancellation status and clears the cancellation fields. If the contract has a linked renewal, the renewal is also updated.

Delete Contract:

Click Actions → Delete to permanently remove a contract. Deletion is blocked if the contract has any billed billings (isBilled = true) or any checkups linked to work orders.

Send Renewal:

Click Actions → Send Renewal to send a renewal notice directly from the contract view screen. This generates a renewal document and emails it to the customer, updating the contract status to Renewal Sent. This is an alternative to the batch renewal process via the Service Contract Renewals screen.

Void Contract Transaction:

Navigate to the contract’s Transactions tab, select a transaction, and click Void. This posts reversing GL entries for the selected transaction.

Service Contract Billings — Processed Tab

The Processed Billings tab in the Service Contract Billings Processor shows billings that have already been posted:

Column	Description
Invoice Date	Date on the generated sales invoice
Sales Invoice ID	Link to the resulting sales invoice
Billing Date	Date the billing was due
Customer	Customer name
Billing Address	Customer billing address
Site Address	Service site address
Contract ID	Service contract reference
Contract Type	Service contract type
Amount	Amount billed

Use this tab to review billing history and verify that all expected billings have been processed for the period.

9. Equipment

Navigate to Service → Equipment to manage customer equipment records.

Equipment List

Searchable list of all equipment items. Click an item to view or edit.

Create / Edit Equipment

Field	Required	Description
Customer	Yes	Equipment owner
Customer Site Address	Yes	Location of the equipment
Equipment Type	Yes	Classification (e.g., HVAC, Refrigeration)
Model Number	Yes	Equipment model (max 255 characters)
Equipment System	No	System this equipment belongs to
Serial Number	No	Serial number (max 255 characters)
Manufacturer	No	Manufacturer name (max 255 characters)
Description	No	Free-text description (max 255 characters)
Location	No	Physical location within the site (max 255 characters)
Is In Attic	No	Accessibility flag
Is Difficult to Access	No	Accessibility flag
Serialized Product	No	Link to a serialized inventory product
In Service Date	No	Date the equipment was put into service
Installation Date	No	Date of installation
Last Maintenance Date	No	Most recent maintenance date
Last Service Date	No	Most recent service date
Labor Warranty Expiration	No	Date labor warranty expires
Parts Warranty Expiration	No	Date parts warranty expires
Is Purchased From Us	No	Whether the equipment was sold by your company
Notes	No	Internal notes

Materials Tab — List the products/parts associated with this equipment for reference. Each row links to a product.

AI Equipment Analysis

Use the AI Analysis action on an equipment record to automatically extract equipment data from a nameplate or dataplate photo.

Take a photo of the equipment’s nameplate/dataplate (or upload an existing image).
Click AI Analysis and select the image.
The AI vision system analyzes the image and extracts:

Field	Description
Model Number	Equipment model (max 255 characters)
Serial Number	Equipment serial number (max 255 characters)
Manufacturer	Manufacturer name (max 255 characters)
Description	Equipment description (max 255 characters)
In Service Date	Date the equipment was put into service
Installation Date	Date of installation

Review the extracted data. If the extraction was successful, the fields are pre-populated on the equipment record.
Accept or edit the values, then save.

This feature eliminates manual data entry when adding new equipment records in the field.

10. Flat Rates

Flat rates are predefined service packages with fixed pricing. Navigate to Service → Flat Rates.

Flat Rates List

Searchable list. Actions: Create, Edit, View, and Bulk Update.

Create / Edit Flat Rate

General Fields

Field	Required	Description
Flat Rate ID	No	Human-readable ID (max 50 characters)
Flat Rate Category	Yes	Classification grouping
Description	Yes	Service description (max 255 characters)
Estimated Hours	No	Expected labor hours (min 0)
Total Material Cost	No	Total material cost (min 0)
Total Labor Cost	No	Total labor cost (min 0)
Notes	No	Internal notes
Tech Description	No	Technical notes for technicians

Pricing

Flat rates support six price tiers. Each tier has separate Material Sell, Labor Sell, and Total fields.

Tier	Description
Primary (Default)	Standard pricing for most customers
Additional	Supplemental charges added to the primary price
Preferred	Discounted pricing for preferred customers
Preferred Additional	Supplemental charges added to the preferred price
After Hours	Pricing for off-hours or emergency calls
After Hours Additional	Supplemental charges added to the after hours price

Options

Field	Description
Manual Override	Whether custom pricing overrides the standard rate
Inactive	Whether this flat rate is disabled and hidden from selection
Diagnostic	Whether this is a diagnostic/evaluation service
Product Catalog Enabled	Whether this flat rate appears in the Product Catalog
Product Catalog Category	Catalog category (required when Product Catalog Enabled)

Discount Rules

Controls whether customer-level discounts apply to this flat rate:

Field	Description
Ignore Customer Discount Percent	Do not apply the customer’s percentage discount
Ignore Customer Discount Amount	Do not apply the customer’s dollar discount
Ignore Customer Amount Override	Prevent per-customer price overrides
Ignore Customer Cost Plus Percent	Do not apply cost-plus pricing for this customer

Materials Tab

Materials automatically included when this flat rate is added to a work order:

Column	Required	Description
Product	No	Inventory product
Quantity	No	Units needed (min 1)
Original Cost	No	Cost per unit (min 0)
Sell Price	No	Sale price per unit (min 0)
Default Add to Work Order	No	Whether to auto-include this material when the flat rate is added

Bulk Update Flat Rates

Navigate to Service → Bulk Update Flat Rates to update pricing or settings across many flat rates at once without opening each record individually.

Grid Columns

Column	Editable	Description
ID	No	Flat rate identifier (clickable — opens flat rate detail)
Description	No	Service description
Category	No	Flat rate category
Est. Hours	Yes	Expected labor hours
Labor Sell	Only when Overridden	Labor sell price (editable only on overridden flat rates)
Labor Cost	No	Computed: Estimated Hours × Estimated Labor Cost Rate
Material Sell	No	Sum of material sell prices
Material Cost	No	Material cost
Primary Total	Auto	Computed: Labor Sell + Material Sell
Overridden	No	Whether this flat rate uses custom (overridden) pricing

Auto-Calculation

The grid automatically recalculates pricing when you change Estimated Hours:

Labor Sell = Estimated Hours × Labor Sell Rate (configured in Flat Rate Settings)
Labor Cost = Estimated Hours × Estimated Labor Cost Rate
Primary Total = Labor Sell + Material Sell

Workflow

Use the search field or category filter to narrow the flat rate list.
Click into the Estimated Hours cell to adjust labor time. Sell and total columns update automatically.
Review all changes before saving.
Click Save Changes to commit all edits in a single batch.

11. Product Catalog

The Product Catalog screen is an internal tool for managing the catalog of services and products — its categories and catalog items (flat rates, products, and service contract types). Navigate to Service → Manage Product Catalog.

Catalog Browser

Catalog items are organized in a category hierarchy. Click a category to expand it and see subcategories or items within.

Create / Edit Catalog Item

Field	Required	Description
Name	Yes	Display name for the catalog item
Description	No	Description shown to the customer or technician
Record Type	Yes	Flat Rate, Product, or Service Contract
Flat Rate	Conditional	Required if Record Type = Flat Rate
Product	Conditional	Required if Record Type = Product
Service Contract Type	Conditional	Required if Record Type = Service Contract

Additions (Cross-Sells) — Related items shown alongside this one:

Column	Description
Catalog Item	A related catalog item to suggest
Is Default Enabled	Whether this addition is pre-selected by default

Images/Videos — Upload images or videos to display with the catalog item. Supports multiple files. The first item uploaded becomes the primary thumbnail by default; use the star button on any item to make it the primary thumbnail.

Category Management

Catalog categories organize items into a hierarchy. Navigate to Service → Manage Product Catalog; categories are shown as a card grid with breadcrumbs for the current location.

Create Category — Click the + icon next to the Categories heading. Enter a Description (required) and optionally upload an image. The new category is created under the category you currently have open.
Edit Category — Click the edit icon on a category to change its Description or image.
Delete Category — Confirm deletion. Child categories move up one level, and products in the category may be deleted along with it.
Reorder Products — Drag and drop products within a category to change their display order.

Image Upload

Each catalog item supports multiple images for display on mobile and customer-facing views:

Open the catalog item and select the Images/Videos tab.
Click Add Media to select image or video files (any image or video format).
Click the star button on any item to make it the primary thumbnail (click again to unset).
Click the X button on an item to remove it.

12. Print Service Invoices

Navigate to Service → Print Invoices to batch print or reprint service invoice documents generated from work order invoicing.

Field	Required	Description
Start Date	Yes	Beginning of the appointment date range
End Date	Yes	End of the appointment date range
Include Already Printed	No	If checked, includes documents that have already been printed (default: unprinted only)

Click Search to find matching invoice documents.

Results

The search returns appointment-based invoice documents for review. Click Print to generate a combined PDF of all invoices matching the searched date range — printing is not limited to a selected subset (the results grid has no row selection). The matching invoices are merged into a single PDF for batch printing.

13. Settings

Navigate to Service → Settings to configure service module behavior and reference data.

General Settings

Field	Required	Description
Hide Diagnostic	No	Hide the diagnostic option on work orders
Disperse Diagnostic	No	Spread diagnostic fees across other line items
Hide Invoice Issue	No	Do not print the issue description on the invoice
Hide Quote Line Item Type	No	Hide the Quote line item type
Material Default Taxable	No	Apply sales tax to material line items by default

Mobile Settings

Field	Required	Description
Tech Search Schedule Start Time	Yes	Start of the technician’s workday on mobile
Tech Search Schedule End Time	Yes	End of the technician’s workday on mobile
Mobile Office Notification Email	No	Email for office notifications from mobile
Mobile Sales Notification Email	No	Email for sales notifications from mobile
Mobile Parts Notification Email	No	Email for parts/inventory notifications from mobile
Primary Diagnostic Flat Rate	No	Default flat rate used for diagnostics on mobile
Mobile Custom Sell Price Product	No	Product used when technician enters a custom sell price
Mobile Attachment Access Class	Yes	Access control class applied to attachments added via mobile

Default Statuses

Field	Required	Description
Pre-Finished Appointment Status	Yes	Status applied to appointments before they are completed
Cancelled Work Order Status	Yes	Status applied when a work order is cancelled
Default Open Work Order Status	Yes	Initial status assigned to new work orders

Ledger Accounts

Field	Required	Description
Unapplied Subs Ledger Account	Yes	GL clearing account for subcontractor costs not yet applied

Reference Data Tabs

Tab	Description
Work Order Statuses	Define all possible work order states (e.g., Open, In Progress, Completed, Invoiced)
Appointment Statuses	Define appointment states (system statuses include values such as En Route, At Location, Needs Rescheduled, On Break)
Service Types	Define service categories (e.g., HVAC Repair, Maintenance, Install) — used to set default costs and behaviors
Service Labor Rates	Define hourly and salary rates used for labor cost calculations
Discount Codes	Define percentage or dollar discounts that can be applied to work orders or appointments
Service Contract Types	Define contract templates (controls billing frequency, checkup schedule, and options available). Includes a Payment Notification Email field — when set, the system sends a notification to this email address whenever a customer makes a payment against a contract of this type.
Service Contract Options	Define optional add-ons that can be included on service contracts
Cost Centers	Define cost allocation codes for work order line items
Dynamic Charges	Define miscellaneous charge types that can be added to work orders
Flat Rate Categories	Define groupings for flat rates (e.g., Diagnostics, Repairs, Installs)
Equipment Item Types	Define equipment classifications (e.g., Air Handler, Condenser, Boiler)
Appointment Confirmation Settings	Configure SMS and email confirmation messages and timing
Service Locations	Define alternative service locations that differ from customer site addresses
Linked Work Order Reasons	Define reasons for linking two work orders together
Schedulable Employees	Manage which employees appear as resources on the dispatch and scheduling boards
Flat Rate Settings	Configure gross profit calculation methods and margin targets (labor sell rate, estimated labor cost rate)

Service Types

Service Types categorize work orders (e.g., HVAC Repair, Plumbing Service, Maintenance, Install) and drive several defaults that get applied when the type is selected on a work order — including the default time slot an appointment of that type blocks on the dispatch board.

To create or edit a Service Type, navigate to Service → Settings, open the Service Types reference data tab, and click + (create) or the edit icon next to an existing row.

Field	Required	Description
Name	Yes	Display name (e.g., “HVAC Repair”, “Plumbing Service”)
Default Appointment Status	Yes	Status applied to new appointments created under this service type
Default Work Order Status	Yes	Status applied to new work orders of this service type
Default Cost Center	Yes	Cost center assigned to new line items on work orders of this type
Default Duration (mins)	No	Length in minutes that new appointments of this type will block on the dispatch board. Set to 0 to require dispatchers to enter the duration manually
Forms	No	Form templates that should be attached/available for work orders of this type
Show Labor Rates	No	If checked, labor rates are visible on work orders of this type (default: on)
Compute Labor Cost	No	If checked, the system computes labor cost automatically from labor entries (default: on)
Disable Email From Mobile App	No	Suppresses outgoing email sent from the technician mobile app for this service type

How Default Duration is applied:

When a new appointment is added to a work order, its Duration field is pre-filled with the Service Type’s Default Duration.
When the Service Type on an existing work order is changed, appointments with a duration of 0 adopt the new Default Duration; appointments that already have a non-zero duration are left alone so dispatcher adjustments are preserved.
The duration determines how large the appointment block is on the dispatch board (BR-SVC-A3). Individual appointments can always be overridden by editing the Duration field directly or by resizing the block on the dispatch board.

Schedulable Employees

The Schedulable Employees reference data tab controls which employees appear as columns on the Dispatch Board and as assignable resources for appointments.

Add Employee — Click + to add an employee to the schedulable list. Only employees added here will appear on the dispatch board.
Remove Employee — Remove an employee to hide them from scheduling views. This does not affect their existing appointments.
Sort Order — This settings tab does not reorder employees; it sorts the list alphabetically by name. Column display order on the dispatch board is a per-user setting — each user arranges their own column order from the scheduling board itself, and that personal sort does not affect other users.

Message Employee: From the dispatch board, use the Message Scheduled Employee action to send an email notification to a technician. The message is sent from the authenticated user’s email address to the employee’s email on file.

14. Permissions

Permission	Description
Read Work Orders	View the work orders list and details
Create Work Orders	Create new work orders
Update Work Orders	Edit work orders
Delete Work Orders	Remove work orders
Read Appointments	View appointment records
Create Appointments	Schedule appointments (including time off on the dispatch board)
Update Appointments	Modify appointment details, reschedule, or reassign
Delete Appointments	Remove appointments
Read Service Contracts	View service contracts
Create Service Contracts	Create new service contracts
Update Service Contracts	Edit service contracts
Delete Service Contracts	Remove service contracts
Read Service Contract Billings	View automated contract billing entries
Manage Service Contract Billings	Search and process batch contract billings
Read Equipment	View equipment records
Create Equipment	Add new equipment
Update Equipment	Edit equipment records
Delete Equipment	Remove equipment
Read Flat Rates	View flat rates
Create Flat Rates	Create new flat rates
Update Flat Rates	Edit flat rates
Delete Flat Rates	Remove flat rates
Update Service Settings	Access and modify Service Settings
Dispatch Board	Access the dispatch board screen
Cancel Work Order	Cancel and uncancel work orders (misc permission)
Mass Print Service Invoices	Access the Print Service Invoices screen
Manage Service Contract Renewals	Process service contract renewals (send renewal notices and generate renewal contracts)

15. Worked Examples

Example 1: Creating and Invoicing a Repair Work Order

Scenario: Jane Smith calls Precision Mechanical because her AC unit stopped cooling. Lisa (Dispatcher) creates a work order, schedules Mike Torres, and the repair is completed and invoiced the same day.

Step 1 — Create the work order:

Lisa navigates to Service → Work Orders and clicks + (or uses the Dispatch Board FAB → Add Work Order).
Customer = Jane Smith, Site = 742 Elm Street.
Service Type = HVAC Repair, Work Order Status = Open.
Issue = “AC not cooling — unit running but warm air from vents.”
Default Assigned Date/Time = 02/18/2026, 10:00 AM.
Click Save. WO WO-2201 is created.

Step 2 — Schedule the appointment:

On the Appointments tab, add an appointment:
- Scheduled Employee = Mike Torres
- Assigned Date/Time = 02/18/2026, 10:00 AM
- Duration = 90 minutes
- Status = Scheduled
Save. The appointment appears on the dispatch board under Mike Torres’s column.

Step 3 — Technician completes the repair: Mike diagnoses a failed capacitor, replaces it, and records his work on the work order:

Line Items tab:

Type	Description	Qty	Unit Sell	Extended Sell	Unit Cost	Extended Cost
Flat Rate	AC Diagnostic	1	$89.00	$89.00	$25.00	$25.00
Material	Run Capacitor 45/5 MFD	1	$45.50	$45.50	$18.75	$18.75
Labor Sell	Repair Labor	1.5 hrs	$108.00/hr	$162.00	—	—
Labor Cost	Mike Torres	1.5 hrs	—	—	$30.00/hr	$45.00

Totals:

Total Sale: $296.50
Total Cost: $88.75
Gross Profit: $207.75 (70.1%)

Step 4 — Invoice the work order:

Tom clicks Actions → Invoice on WO-2201.
Posting Date = 02/18/2026, Invoice Date = 02/18/2026 (Third Party Customer left blank).
Click Invoice.

GL posting:

Account	Debit	Credit
AR Control (configured)	$296.50
Service Revenue (configured)		$296.50
Service COGS (configured)	$63.75
Inventory (configured)		$63.75

Example 2: Service Contract with Checkups and Billings

Scenario: Precision Mechanical creates an annual HVAC maintenance contract for Summit Office Park at $3,600/year with quarterly checkups and monthly billing.

Step 1 — Create the service contract:

Navigate to Service → Service Contracts and click +.
Customer = Summit Office Park, Site = 100 Summit Drive.
Contract Type = Annual HVAC Maintenance, Effective Date = 01/01/2026, Expiration Date = 12/31/2026.
Amount = $3,600.00, Preferred Employee = Mike Torres.
Click Save. Contract SC-0440 is created.

Step 2 — Set up checkups (quarterly): On the Checkups tab, add four checkup dates:

Checkup	Date	Description
Q1	03/15/2026	Spring startup inspection
Q2	06/15/2026	Summer cooling check
Q3	09/15/2026	Pre-heating season inspection
Q4	12/15/2026	Winter heating check

Step 3 — Set up billing schedule (monthly): On the Billings tab, add 12 monthly billings at $300.00 each:

Billing Date	Amount
01/15/2026	$300.00
02/15/2026	$300.00
…	…
12/15/2026	$300.00

Step 4 — Process monthly billing:

Navigate to Service → Manage Contract Billings.
Start Billing Date = 01/01/2026, End Billing Date = 01/31/2026, Contract Types = Annual HVAC Maintenance.
Click Search. Summit Office Park’s January billing ($300.00) appears.
Set Posting Date = 01/15/2026, select it, and click Process.
An AR invoice for $300.00 is created and posted to the GL.

Step 5 — Complete a quarterly checkup:

The Q1 checkup generates WO-2280 for Summit Office Park on 03/15/2026.
Mike Torres performs the spring inspection, records findings, and marks the appointment as Completed.
Invoice the Q1 checkup’s linked work order (WO-2280). Invoicing the work order automatically marks the Q1 checkup complete on the Checkups tab — there is no manual Is Complete or Is Revenue Recognized checkbox to tick; those fields are system-managed.

Example 3: Dispatch Board Scheduling — Monday Morning

Scenario: Lisa (Dispatcher) opens the dispatch board Monday morning to assign the day’s work orders across three technicians.

Current state:

6 unassigned work orders in the Unassigned panel
3 technicians available: Mike Torres, Dave Chen, Brian Walsh

Step 1 — Review unassigned work orders:

Lisa opens Service → Dispatch Board for Monday, 02/17/2026.
The Unassigned Work Orders panel shows:

WO	Customer	Service Type	City
WO-2195	Jane Smith	HVAC Repair	Springfield
WO-2196	Oak Manor Apts	Plumbing	Springfield
WO-2197	Davis Property Mgmt	HVAC Maintenance	Shelbyville
WO-2198	First Baptist Church	HVAC Repair	Springfield
WO-2199	Summit Office Park	Checkup (Q1)	Springfield
WO-2200	Henderson Contractors	Refrigeration	Shelbyville

Lisa sorts by City to group geographically.

Step 2 — Assign work orders:

Mike Torres (most experienced) — Lisa drags WO-2195 (Jane Smith, HVAC Repair) to Mike’s 8:00 AM slot, then WO-2198 (First Baptist, HVAC Repair) to his 11:00 AM slot, and WO-2199 (Summit Office Park, Checkup) to his 2:00 PM slot.
Dave Chen — Lisa drags WO-2196 (Oak Manor, Plumbing) to Dave’s 8:00 AM slot and WO-2200 (Henderson, Refrigeration) to his 1:00 PM slot. The Shelbyville location means travel time; Lisa extends the duration.
Brian Walsh — Lisa drags WO-2197 (Davis Property Mgmt, Maintenance) to Brian’s 9:00 AM slot.

Step 3 — Handle a same-day emergency: At 10:30 AM, a priority call comes in. Lisa uses FAB → Add Work Order to create WO-2201 (Jane Smith, AC emergency). She drags it to Mike Torres’s next available slot at 4:00 PM.

Result: All 7 work orders are scheduled. The dispatch board shows:

Mike Torres: 3 appointments (8 AM, 11 AM, 2 PM) + 1 emergency (4 PM)
Dave Chen: 2 appointments (8 AM, 1 PM)
Brian Walsh: 1 appointment (9 AM)

16. Business Rules

Rules are grouped by category. Each rule has an ID for cross-referencing.

Constraints

BR-SVC-C1: Service Type Required — Every work order requires a Service Type, which determines default status and cost behavior.
BR-SVC-C2: Line Item GL Accounts — Material, Labor Cost, and Subs items require both credit and debit GL accounts. Sale items require a credit account.
BR-SVC-C3: Invoice Locks Dispatch — Once a work order is invoiced, the dispatch board UI prevents moving or rescheduling its appointments.
BR-SVC-C4: Cancel Requires Reason — Cancelling a work order requires a Cancellation Reason (max 255 characters). The system applies the configured Cancelled Work Order Status from Service Settings.
BR-SVC-C5: Delete WO Prerequisites — A work order can only be deleted if it has not been invoiced and has no completed appointments.

Automations

BR-SVC-A1: Flat Rate Material Include — Materials on a flat rate flagged “Default Add to Work Order” auto-add when the flat rate is selected.
BR-SVC-A2: Pricing Tier Selection — The Preferred tiers auto-apply when the customer’s service contract grants a flat-rate discount, and Primary vs. Additional auto-select based on how many flat rates are on the appointment. The After Hours tiers are not derived from the appointment time — they are applied manually by checking the After Hours toggle on the flat-rate line item.
BR-SVC-A3: Appointment Duration Block — Appointment duration in minutes auto-blocks the technician’s calendar on the dispatch board. New appointments inherit their duration from the work order’s Service Type Default Duration; when a work order’s Service Type changes, only appointments with a duration of 0 adopt the new default.
BR-SVC-A4: WO Invoice GL Post — Invoicing a work order auto-posts: debit the configured AR Control account / credit the configured Service Revenue account, and debit the configured Service COGS account / credit the configured Inventory account.
BR-SVC-A5: Appointment Confirmations — Appointment confirmations can be queued for SMS, phone call, or email delivery. Each confirmation tracks status (Pending → Confirmed/Rejected), contact time, and confirmation time.
BR-SVC-A6: AI Solution Polish — The AI Polish feature sends work order solution text to an AI model and returns a professionally written version, preserving technical details while improving grammar and clarity.
BR-SVC-A7: AI Equipment Analysis — The AI Equipment Analysis extracts equipment data (model, serial number, manufacturer, dates) from a nameplate photo using AI vision, pre-populating equipment record fields.
BR-SVC-A8: Contract Renewal — Renewing a service contract creates a new contract linked to the original, with effective dates continuing from the original’s expiration.

Workflows

BR-SVC-W1: WO Lifecycle — Create WO → Schedule Appointment → Dispatch → On Site → Complete → Invoice → Close.
BR-SVC-W2: Contract Checkup Cycle — Contract generates checkup WO → Assign/Dispatch → Complete and invoice the checkup work order (which marks the checkup complete). Contract revenue posts to the GL through the Service Contract Billings processor, not from the checkup itself.
BR-SVC-W3: Billings Processor — Batch process generates AR invoices for all contracts with billing dates in the period.
BR-SVC-W4: Contract Lifecycle — Pending Sale → Pending Start → Active → Expired (or Cancelled at any point). Renewal adds Pending Renewal and Renewal Sent states. Cancellation saves the pre-cancellation status for potential uncancel.
BR-SVC-W5: WO Cancel/Uncancel — Cancel sets isCancelled, records a cancellationDate, unassigns all appointments, and applies the Cancelled WO Status. Uncancel clears isCancelled and restores the Default Open WO Status.

Cross-Module Effects

BR-SVC-X1: CRM Proposal to WO — Approved proposals with Conversion Type = Work Order create WOs with pre-populated customer, site, and line items.
BR-SVC-X2: Material from Inventory — Material line items reserve and pick from warehouse inventory; consumption reduces on-hand and posts to GL.
BR-SVC-X3: Job Link — Work orders can link to jobs; WO costs contribute to job expense tracking.

17. Troubleshooting / FAQ

Q: I can’t save a work order — “Service Type required.” Every work order requires a Service Type (BR-SVC-C1). Select one from the dropdown. If the correct type doesn’t exist, ask an administrator to create it in Service → Settings → Service Types.

Q: Line items won’t save — “GL account required.” Material, Labor Cost, and Subs line items require both credit and debit GL accounts. Sale-side items require a credit account (BR-SVC-C2). Configure the GL account defaults in Service → Settings or set them manually on each line item.

Q: I can’t move an appointment on the dispatch board. If the work order has been invoiced, the dispatch board UI prevents moving its appointments (BR-SVC-C3). If you need to schedule a follow-up visit, create a new work order.

Q: The flat rate price is wrong for this customer. Flat rates support six pricing tiers (Primary, Additional, Preferred, Preferred Additional, After Hours, After Hours Additional). The Preferred tiers apply automatically when the customer’s service contract grants a flat-rate discount, and Primary vs. Additional are selected automatically. The After Hours tiers are applied manually via the After Hours toggle on the line item — they are not derived from the appointment time (BR-SVC-A2). Check the customer’s service-contract discount in their AR record, and verify the flat rate’s tier prices in Service → Flat Rates.

Q: Materials weren’t auto-added when I selected a flat rate. Only materials with Default Add to Work Order enabled on the flat rate’s Materials tab auto-add (BR-SVC-A1). Check the flat rate’s material settings. Materials not flagged as default will be suggested but not automatically included.

Q: Invoicing shows an “insufficient allocation” warning. Material line items on the work order haven’t been fully allocated from inventory (BR-SVC-X2). Go to the Allocations tab, reserve and pick the required materials, then invoice. The warning prevents invoicing with uncommitted inventory.

Q: A service contract checkup hasn’t generated a work order. Checkup work orders are not generated automatically when the checkup date arrives — you create them on demand using the Auto Create action (per row or in bulk) on the Manage Checkups screen, or via the legacy Schedule Work Orders dialog. To be eligible, a checkup must be incomplete, not already linked to a work order, and on an unarchived contract whose cancellation date (if set) falls after the checkup date. The Manage Checkups screen does not require the contract to be Active — it allows any status, including unsold contracts; the Active-status requirement applies only to the legacy Schedule Work Orders dialog.

Q: Contract billing isn’t showing in the billing processor. In Service Contract Billings, check your date range and contract type filters. The billing must have a billing date within the selected range and not already be processed. Also verify the contract has a billing schedule configured on its Billings tab.

Q: How do I cancel a work order? Open the work order and click Actions → Cancel. Enter a cancellation reason (required). The system applies the Cancelled Work Order Status configured in Service Settings (BR-SVC-C4). The work order remains in the system for reference but is excluded from active views.

Q: Can I uncancel a work order? Yes. Open the cancelled work order and click Actions → Uncancel. The cancellation is cleared and the work order returns to the Default Open Work Order Status (BR-SVC-W5).

Q: How do I delete a work order? Click Actions → Delete. Deletion is only allowed if the work order has not been invoiced and has no completed appointments (BR-SVC-C5). Deleted work orders cannot be recovered — consider cancelling instead if you need to keep the record.

Q: How do appointment confirmations work? Navigate to Service → Appointment Confirmations to manage confirmations. Queue confirmations from the Queue tab (currently Phone Call only) and review or edit confirmation details from the expandable rows on the Search tab. Configure message templates and timing in Settings → Appointment Confirmation Settings (BR-SVC-A5).

Q: What does AI Solution Polish do? The AI Polish feature rewrites a technician’s raw solution notes into professional, customer-friendly language while preserving all technical details (BR-SVC-A6). Use the AI Polish action on a work order’s Solution field.

Q: How do I activate a service contract? Open the contract and click Actions → Activate. The contract must have valid effective/expiration dates. Activation changes the status to Active and enables billing processing and checkup generation (BR-SVC-W4).

Q: How do I renew a service contract? Navigate to Service → Manage Contract Renewals, search for contracts by status and effective date range, select the contracts to renew, click Continue, then click Send/Generate to process renewals (BR-SVC-A8).

Q: How do I issue a bill credit on a work order? Open the invoiced work order and click Actions → Bill Credit. Enter the Posting Date. The system creates a full reversing ledger document that negates every line of the original invoice posting and reverses the work order’s inventory allocations.

Q: How do I print service invoices? Navigate to Service → Print Invoices. Search by appointment date range (Start Appt Date / End Appt Date). Check Include Already Printed if reprinting. Click Print to generate a combined PDF of all invoices matching the date range (the results grid is for review; printing is not limited to a selected subset).

Q: How do I manage schedulable employees? Go to Service → Settings → Schedulable Employees tab. Add employees to make them appear on the dispatch board, or remove them to hide them. To change the column display order, arrange the columns from the scheduling board itself — column order is a per-user (personal) setting rather than a drag-reorder on this settings tab.

Q: How do I schedule time off for a technician? Open the Schedule Time Off dialog from the Dispatch Board FAB menu (Create Scheduled Time Off) — or by drag-selecting a range on an employee’s timeline and choosing Scheduled Time Off. Select the employee(s), type (Personal, Sick, Vacation), and status, then enter the start and end date/times and click Create. The time block appears as unavailable on the dispatch board. (The Appointments screen only searches existing time-off entries; it has no create button.)

Q: How do I change the default appointment duration for a specific type of call? The default duration is set on the Service Type, not on each work order. Go to Service → Settings → Service Types, click the edit icon next to the type you want to change (e.g., HVAC Repair, Plumbing Service, Install), and update the Default Duration (mins) field, then click Save. New appointments added to work orders with that Service Type will use the new default; existing appointments with a non-zero duration are not retroactively changed. A single appointment can always be overridden by editing its Duration field on the work order’s Appointments tab or by resizing the block on the dispatch board.

18. Tips & Notes

Default Assigned Date/Time is required: This field drives the default date for new appointments on the work order. Set it before saving so technicians see the correct scheduling target.
Service Type drives defaults: The Service Type selected on a work order determines the default status applied and may affect cost and billing behavior. Configure service types carefully in Settings.
Line item ledger accounts: Each line item type requires specific GL accounts. Material, Labor Cost, and Subs items require both a credit and debit cost account. Sale-side items require a sale credit account. These must be configured in GL Settings before line items can be saved.
Flat rate tiers: The six pricing tiers (Primary, Additional, Preferred, Preferred Additional, After Hours, After Hours Additional) let you manage a single service definition with multiple price points. The Preferred tiers apply automatically when the customer’s service contract grants a flat-rate discount, and Primary vs. Additional are chosen automatically; the After Hours tiers are applied manually via the After Hours toggle on the line item rather than from the appointment time.
Flat rate materials: Materials added to a flat rate’s Materials tab are automatically suggested when the flat rate is added to a work order line item. Toggle “Default Add to Work Order” to pre-populate them automatically rather than prompting the technician each time.
Allocation before invoicing: Always allocate inventory before invoicing a work order. The Allocations tab shows which products still need to be allocated. An insufficient allocation dialog will flag shortfalls so they can be resolved before materials are committed.
Invoiced appointments: Once a work order is invoiced, the dispatch board UI prevents moving its appointment blocks, guarding against accidental rescheduling of already-billed work.
Service contract checkups: When a checkup work order is completed and marked as revenue-recognized on the Checkups tab, the revenue for that checkup period is posted to the GL. Use the Checkups tab to track which maintenance visits have been fulfilled and billed.
Contract billings processor: Run the Service Contract Billings processor periodically (e.g., monthly) to generate AR invoices for all contracts with billing dates in the period. Select the contract types and date range, review the unprocessed list, then post with a Posting Date.
Scheduling boards: There is a single board screen — the Dispatch Board — used for day-to-day assignment and rescheduling, with Timeline and Queue views (the Queue view can span a day, week, two weeks, or a month). A Scheduling Board is a configurable grouping of users and schedulable employees set up under Administration → Scheduling Boards (and assigned to users via User Settings → Scheduling Boards). The Dispatch Board’s Selected Scheduling Board picker chooses which configured board to display.
Product Catalog for mobile: The Product Catalog is primarily used by technicians on mobile devices to browse and select services. Enable Is Product Catalog Enabled on flat rates and assign them to catalog categories to control what technicians see.
Appointment confirmations: Configure SMS and email confirmation messages in Settings → Appointment Confirmation Settings. Customers can receive automated reminders before their service appointment.

Cancel and Uncancel a Work Order

Open the work order and click Actions → Cancel.
Enter a Cancellation Reason (required).
The work order is marked as cancelled and the configured Cancelled Work Order Status is applied.
To reinstate, click Actions → Uncancel. The cancellation is cleared and the Default Open Work Order Status is restored.

Renewing a Service Contract

Navigate to Service → Manage Contract Renewals.
Set the status filters and effective date range to find expiring contracts.
Select the contracts to renew from the results grid.
Click Send / Generate and configure email/print options.
Click Process to generate renewal documents and notify customers.

Using AI Solution Polish

Open the work order and navigate to the Solution field.
Enter the technician’s raw notes (e.g., “replaced bad capacitor, unit cooling ok now”).
Click AI Polish. The AI rewrites the text into professional language.
Review the polished version. Accept to save, or discard to keep the original.

Managing Schedulable Employees

Navigate to Service → Settings and open the Schedulable Employees tab.
Click + to add an employee to the dispatch board.
To change column order on the board, arrange the columns from the scheduling board itself — this is a per-user setting, not a drag-reorder on this tab.
Remove an employee to hide them from scheduling views (existing appointments are not affected).

Printing Service Invoices

Navigate to Service → Print Invoices.
Set the Start Date and End Date for the appointment date range.
Check Include Already Printed if you need to reprint previously printed documents.
Click Search to find matching invoice documents.
Click Print. The system generates a combined PDF of all invoices matching the searched date range (printing is not limited to a selected subset).

Service

1. Overview

2. Key Concepts

3. How It Connects

4. Service Dashboard

Charts & Metrics

Dispatcher Performance

5. Work Orders

Work Orders List Columns

Create / Edit Work Order

General Fields

Tabs

View Work Order

Work Order Actions

Work Order Documents

Prior Form Versions

Email Invoice

Email Pick Ticket

Cancel / Delete / Uncancel Work Order

Work Order Bill Credit

AI Solution Polish

6. Appointments

Search Filters

Work Order Appointments List Columns

Scheduled Time Off Columns

Appointment Confirmations

Scheduled Time Off Management

7. Dispatch Board

Layout

View Modes (Timeline & Queue)

Timeline Zoom

Queue Date Range

Working in Queue Mode

Board Selection & Filtering

Selected Scheduling Board

Filter Board

Unassigned Work Orders Panel

Filters

Drag & Drop

Drag to Create on an Empty Slot

Dispatch Board Actions (FAB Menu)

Dialogs

Appointment Context Menu

Work Order Documents

Appointment Details (View Appointment)

Quick Create / Edit Work Order

8. Service Contracts

Service Contracts List

Create / Edit Service Contract

General Fields

Tabs

View Service Contract

Service Contract Billings Processor

Step 1 — Search

Step 2 — Review and Process

Service Contract Renewals

Search Renewals

Renewal Grid

Processing Renewals

Service Contract Lifecycle

Service Contract Billings — Processed Tab

9. Equipment

Equipment List

Create / Edit Equipment

AI Equipment Analysis

10. Flat Rates

Flat Rates List

Create / Edit Flat Rate

General Fields

Pricing

Options

Discount Rules

Materials Tab

Bulk Update Flat Rates

Grid Columns

Auto-Calculation

Workflow

11. Product Catalog

Catalog Browser

Create / Edit Catalog Item