Customer service
Schedule and follow service visits
See every planned and ad-hoc visit to customer sites in a table or agenda, schedule a visit, reschedule or reassign it, and read the visit report with its checklist, photos and sign-off.
3 min readLast updated
In this article
Service visits are the office's view of the work done at customer sites: the preventive visits created by maintenance plans, the visits scheduled for a service request and the ad-hoc ones. Dispatchers plan and move them here; technicians carry them out from My visits.
See the visits
Open CRM › Service › Service Visits.
Choose the dates with From and To, or select From today. Switch between Table and Agenda to see the visits as a list or day by day, with Today marked.
Filter by status, Visit type, Site and Technician, or search the site, the findings or the sign-off name.
Each visit shows its Scheduled date, site, Visit type (Preventive, Corrective, Inspection or Commissioning), technician, Source and status. The source says where it came from: a Maintenance plan, a ticket number, or Ad hoc.
Status | Meaning |
|---|---|
Scheduled | Planned and not started. |
In progress | The technician has checked in. |
Completed | Done, with the checklist answered. |
Missed | Still scheduled three days after its date. |
Cancelled | Will not take place. |
Schedule a visit
Select Schedule visit.
Choose the Visit location (customer site), the Visit type and the Scheduled date.
Choose the Technician and, if the visit follows a list of checks, the Checklist.
Select Save. The system shows Visit scheduled.
A visit created here is an ad-hoc visit, outside the maintenance plans. To send someone for a specific service request, use Schedule visit on the request page instead: the visit is then linked to that ticket.
Open a visit
Select the scheduled date in the list. The visit page has the Overview, the Checklist, Photos and documents and the History.
The overview shows the site and its Access notes, the technician, the service contract, the source, the Checked in and Completed times, the Findings, who signed off and when, and two maps: the Site location and the Check-in location. Select Visit report to download the report of a visit in progress or completed.
Change a visit
On a scheduled or missed visit:
Reschedule moves it to another day and, in Reassign to, optionally to another technician, who is notified. Leave it empty to keep the current technician.
Cancel visit stops it for good. It cannot be undone.
Start visit (scheduled visits only) puts it in progress on the technician's behalf, without a location. The technician then answers the checklist and completes it.
Common questions
Why is a visit marked Missed? It was still scheduled three days after its date. Reschedule it, or cancel it if it will not happen. The grace period is set in CRM settings.
Where do preventive visits come from? From maintenance plans. The system creates them every day, up to 30 days ahead.