Creating and dispatching tasks#
Tasks are typically created from the office side based on a customer request (phone call, email, customer portal). The foreman is responsible for making sure each task has a suitable installer and that the work progresses.
Creating a task#
Field Service → Orders → Create or via the landing-page shortcut.
Required fields:
| Field | Purpose |
|---|---|
| Customer | Customer (contact). If new, create in Contacts first |
| Location | Customer site — if there are several, pick the right one |
| Description | Brief for the installer — what to do, where to start |
| Scheduled date | Planned start date — required for the planning calendar |
Optional:
- Type (electrical, plumbing, etc.) — affects reporting
- Hours estimate — helps calendar duration calculation
- Priority — Low/Normal/High/Urgent
- Assigned to — primary installer (can leave blank → “Unassigned”)
- Tags — free classification
Assigning a task to an installer#
Three ways:
1. From the form directly#
In the form, use the Assigned To field. One name, visible to
the installer in their PWA immediately.
2. Drag & Drop in the planning calendar#
Open Planning Calendar, drag the task card to the installer’s row on the right day. The calendar updates assignment + day. See Planning calendar.
3. Leave “Unassigned” → installer picks it up#
If you leave assignment empty, the task appears in all installers' “Open tasks” list in the PWA. They tap “Take this task” → assignment is set.
**The "Unassigned" strategy** works when you want installers to choose the order — sometimes better than trying to optimise the calendar up front. But beware: if nobody picks it up, the task languishes.
Primary vs. assistant installer#
Primary installer owns the task — their hours and expenses are primary, they are the contact for the customer.
Assistant installers can be 1–5 per task. Invited per-task, their hours are recorded against the task. See Inviting assistants.
Task numbering#
Numbering is FO%03d — e.g. FO001, FO023, FO156. Set automatically at creation time from ELT’s own sequence. Numbers are not globally consecutive but ELT-specific (the office sees the last used number).
**Don't try to change a task number after creation!** It links to all child records (hours, expenses, invoicing). Changing the number generally breaks integrity.
Writing the description — tips#
The description is the installer’s main information when going on site. A good description:
- States what is to be done (verb-first): “Install heat pump outdoor unit”, “Investigate water leak in bathroom”.
- Says where to start when arriving: “Customer will open the door, outdoor unit stored behind the house”.
- Includes contact person and phone (if different from the customer’s own).
- Notes special considerations: “Key in box under the cupboard”, “Cat escapes through front door”.
Avoid:
- Verbatim “customer reported” without clarification.
- Too much technical jargon if the office is the writer and the installer doesn’t know wholesaler-speak.
The installer writes the resolution#
The installer fills in the resolution field — a summary of what they did. This ends up on the customer invoice. Foreman reviews, edits if needed, approves.
(Description ↔ Resolution distinction is still in development — you may see older workflow where the description alone suffices.)
Cancelling a task#
If the customer cancels:
- Open the task.
- Action → Cancel (top buttons) or set State to “Cancelled”.
- Write the reason in the chatter.
A cancelled task stays in history. It can be reopened if the situation changes, but generally a new one is created.