Service Call Overview

The Service Call feature is a field service / on-site visit recording system. It allows teams to document, track, and bill for service visits made to customer sites or for remote support.

1. Browsing Service Calls

From the Production dashboard, users navigate to a Service Calls list — a searchable grid showing all service calls with the following columns:

2. Creating & Editing a Service Call

When opening or creating a service call, the user sees a tabbed detail page with two tabs:

Details Tab

Split into three panels:

Details Panel

Links the service call to a project and captures key information:

• Owner — the employee responsible for the call
• Project — dropdown to select the project (with link to open it)
• Project Process — which process on the project this call relates to, and the time will be billed against.
• Customer — auto-filled from the selected project (read-only)
• Customer Contact — dropdown filtered by customer
• PO Number — auto-filled from the project (read-only)
• Objective of Visit — free-text title for the service call
• Equipment Identifier — identifies the equipment being serviced

Check List Panel

A pre-departure checklist with three tick-box items, each with a comments field:

1. The work area has been left clean and tidy
2. Open issues have been agreed
3. Data has been backed up following any software / format changes

Service Call Panel

• Billable — checkbox indicating whether the visit is chargeable
• Billed — checkbox indicating whether it has been invoiced
• Comments / Notes — free-text notes
• Customer Representative — name of the client representative at the summing-up meeting
• Completed By — employee who completed the work
• Approved By — employee who approved the service call
• Date Completed — date picker
• Sent to Customer — date the report was emailed to the customer

Purchase Orders Tab

Displays all purchase orders associated with the project, for example, parts or materials needed during the visit.

3. Time & Activity Logging (Line Items)

Below the detail form is an editable grid for recording individual daily time entries by engineers or technicians. 

Time recorded here automatically creates an entry in the relevant employee's time sheet.

Each row captures:

Footer totals are shown for travel, work, and wait hours. New rows default to today's date with 08:00–17:00 work times and a 30-minute break.

4. Communication & Document History

A history panel at the bottom shows the full audit trail of communications and documents related to the service call, including confidential documents (if the user has permission).

5. Print, Download & Email

The toolbar provides:

• Print — opens a PDF of the service call in a new browser tab
• Download — downloads the PDF (the report content varies depending on whether the call has been approved)
• Email — opens a compose email form pre-populated with relevant details, allowing the user to attach additional files and send the service call report to the customer. Once sent, the “Sent to Customer” date is automatically set, and a communication record is logged.

6. Billing & Sales Invoice Generation

If a service call is marked Billable, a user with the appropriate permission can create a Sales Invoice directly from the service call, linking the billing back to the recorded work.

Permissions

Access is controlled via claims-based authorisation under the ProductionOrder claim type: