Getting started with resco.FieldService

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resco.FieldService

Start by creating a trial organization here.

Manager

Using a web browser, log in to your organization as a manager.

Set up users

Add your colleagues working in the field as users to your field service organization.

  1. On the manager's landing page, select Users > Field Workers from the menu to display the list of existing users.
  2. Click the plus button in the top right corner.
  3. Enter user details. If the user should be also a mobile worker (appear in the Schedule Board as a resource) enable Allowed for Scheduling.
  4. Click Save.
    Create user.png

If you need to add another manager or dispatcher to your organization, proceed as follows:

  1. On the manager's landing page, select Organization > Administration > Manage Organization from the menu to display the Admin Console.
  2. Select Resources > Users from the menu to display the list of existing users.
  3. Click New and enter the details of the new user.
    Adding a user in admin console.png
  4. Don't forget to add one or more roles.
    • For managers, use System Administrator.
    • For dispatchers, use Schedule Manager.
  5. Click Save & Close.
  6. Use the arrow in the top-right corner to return to the main manager's interface.
Note For advanced field service scenarios, you can set up custom user roles and create a custom project for them.

Set up customers

Customers, or accounts, correspond to individuals and organizations for which you perform field service.

  1. On the manager's landing page, select Users > Customers from the menu.
  2. Click the plus button in the top right corner.
  3. Enter the details of your customer.
  4. Click Save. Once you save a customer, additional related fields appear. Consider adding a contact person. You can also add assets, but we will discuss this in the next section.
  5. Save all changes.
    Customer form.png

Set up assets

Assets are items subject to field service. Assets belong to a customer.

  1. On the manager's landing page, select Assets > Asset Tree from the menu to display a tree view of customers, their assets, and sub-assets.
    Create asset 1.png
  2. Select a customer and scroll down to its Assets list, then click the plus button.
    Create asset 2.png
  3. Enter asset details and save everything.
    Create asset 3.png

Create work order

  1. On the manager's landing page, select Workspace > Work Orders from the menu to display a list of work orders.
  2. Click the plus button in the top right corner to display a new empty work order form.
  3. Provide all the necessary information: Enter a Name and select a Customer from the drop-down list.
  4. Save the work order. The work order number is generated automatically upon saving.
Note In this case, we have created a work order manually. resco.FieldService also supports automated generation of work orders, for example, in preventive maintenance scenarios.

More setting up?

Congratulations! You have set up the basics so that you can process your first work order.

However, there's much more under the hood to finetune your field service experience, for example:

  • Work orders may have skill or territory requirements + you can define skills and territories for your field workers. This will impact your work order scheduling experience.
  • You can set up work templates, i.e., combinations of tasks that need to be performed when completing a work order, along with the required products and skills for the job. Dispatchers can assign work templates to work orders.
  • Track your service agreements with the customer, for example, maintenance contracts that generate regular work orders.

And much more.

Dispatcher

Using a web browser, log in to your organization as a dispatcher (or as a manager).

Prepare work order

If you already have one or more work orders created, you can provide additional details about the job.

  1. On the dispatcher's landing page, select Workspace > Work Orders from the menu to display a list of work orders.
  2. Optionally, change your view to only display work order in draft state.
  3. On the Info tab, add any missing details, such as Due Date or Asset.
  4. On the WorkOrder Job Templates tab, add a suitable work template. This automatically populates the required tasks, products, and skills for the job. If this is a unique job, add tasks, products, and skills manually.
  5. Save changes and click Ready to make the work order ready for scheduling.
    Work order add details.png

Schedule work order

  1. On the dispatcher's landing page, select Workspace > Schedule Board from the menu to start the Schedule Board.
  2. There’s a list of work orders with the status “Ready” in the top pane of the Schedule Board. You should see at least the work order you created in the previous chapter.
  3. Drag the work order to the timetable and assign it to a free resource. The work order status changes from “Ready” to “Planned”.
  4. The work order appears on the Schedule Board and a new work order schedule is created for this resource automatically.

To learn more about scheduling and how to configure this tool, see Schedule Board.

Execute work order

Before you can execute work orders as a field technician, you need to make sure to install the app and connect it to your field service organization.

  1. You receive a notification on your device that you have been scheduled for new work.
  2. Tap My Work to see the work order schedules scheduled for today. Tap any work order schedule to display all the necessary information to perform the job.
  3. Tap Travel to start calculating the travel time duration under the work order timesheet entries.
  4. Once you arrived at the customer location, tap Arrived. The button changes to Start Working and the calculated duration per each different status is updated automatically under the work order timesheet entries.
  5. You are ready to perform the job. Tap Start Working. Again, the status of the change is reflected under the work order timesheet entries. Now you can perform the job with a list of tasks sorted ascending based on the task order.
  6. Once you complete the task you just tap Complete (or Cancel if for some reason the task cannot be completed) and move to the next task.
  7. If the job includes a questionnaire, tap Inspection and a new questionnaire form appears.
  8. Fill in all questions, then complete the questionnaire.
  9. Continue with completing tasks: just tap Complete or fill Questionnaires till all tasks are completed. You can anytime stop working by tapping Pause. Again, this is reflected under the work order timesheet entries.
  10. As a technician, you can also manage the actual products and services added to this worker order. You can increase/decrease the used amount or even set it to 0 if required (for some reason the products have been excluded from maintenance or service will not be performed). This is important for the final billing of the work order to the customer.
  11. Once you complete all work, tap Complete and set the status of this work order to “Completed”.

The work order now passes to the dispatcher to review.

Review work order

Back in the office, the dispatcher notices that a newly completed work order is waiting for review.

  1. On the dispatcher's landing page, select Completed Work for Review from the menu.
  2. Set the work order for review.
  3. Verify the completed tasks, timesheet entries, reports, signatures, etc.
  4. If everything is OK, set the Status to "Closed" and save all changes.
    Work order review.png

Field worker

First, install one of Resco mobile apps on your device, for example, Resco Mobile CRM. Using the mobile app, log in to your organization as a field worker.

Resco field service worker app.png

Review work

My work - list of work orders.png

Tap My Work to display a list of work assigned to you.

  • You can search, filter, and sort the listed work orders as needed.
    Search filter sort.png
  • You can switch to different lists of work orders, for example, to one that includes work orders of your colleagues.
    Swap to a different view.png
  • You can switch how the work is displayed: as a list, on a map, or even as a graph.
    Toggle between map list graph.png

Process work order

Tap any work order to display its details. Review the individual tabs for information.

  • Schedule tab: Shows schedule details and allows you to manage your progress.
  • Info tab: Displays additional details about the work order.
  • Products tab: Allows you to track consumed materials and services that you provided on site.
  • Tasks tab: Lists the tasks that must be performed as part of the work order.
  • Field Worker Signature tab: Sign here.
  • Time tab: This tab appears only for in-progress work orders; once you start traveling, the app starts tracking your time spent.
  • Work Order Schedules tab:
  • Notes tab:

Complete work order

You have studied the details of your work order, know what's ahead, and you can start with the traveling and work.

While on the work order detail screen, go to the Schedule tab.

  • Tap Travel when you start traveling. The app will track your traveling time.
  • Tap Arrived once you're on the spot. Your total traveling time is recorded.
  • Tap Start Working to start recording your actual work time.
  • Tap Pause and then Continue Working if you need a break.
  • Tap Complete once you're done.

Track your consumed materials and completed services on the Products tab.

  • Increase or decrease the number of products/service minutes that you consumed.

Go through the tasks that you need to complete on the Tasks tab.

  • Mark tasks that you perform by tapping Complete.
  • Mark tasks that you skip by tapping Cancel.