Workflow guide, Service and maintenance
Service request tracking software: from request to work order
- Author
- PureField
- Published
- Updated
Service request tracking software records a customer or internal repair or maintenance request, links it to a work order, assigns a technician and closes it with a service report. PureField keeps the request, the device history and the report on one record chain, and Copilot and digital employees follow the open items while you approve each assignment.
Selection criteria: a record chain from request to closing
The decisive question when comparing service request software is whether the request, the work order and the report stay in the same record chain. The table below shows how PureField handles each step and what to check when you choose.
| Criterion | How PureField handles it | What to check when selecting |
|---|---|---|
| Request record | Customer, device and fault details are entered in one form | Required fields and the link to the device |
| Request to work order | The request links to a work order and both records show each other | Whether the request status carries over to the work order |
| Technician assignment | AI dispatch suggests technicians and a short brief, and you approve the assignment | Who approves the assignment |
| Device history | The QR device card lists warranty, documents and past work orders | How quickly the last maintenance record can be reached |
| Service report | The completed report becomes a PDF and can be sent by email | How the customer receives the report |
Turning a service request into a work order step by step
An incoming request moves through the following steps. Each step is a single action.
- Record the request: customer, device and fault description are entered in one form.
- Open the work order: the request is linked to a work order and both records show each other.
- Convert external requests: an external request is turned into a request or a work order on the same screen.
- Assign the technician: the assignment and the work order schedule appear on the same record.
- Collect the field closing: the technician completes the report, photos and signature from the work order.
Technician assignment: suggestion, brief and approval
AI service dispatch scores the available technicians and prepares a short brief with the customer and device information. The result appears as a preview. The work order opens after you approve the preview. This feature is optional and is available on accounts where the AI feature is enabled.
Fault records and device history
A fault record is linked to the related QR device card. The card lists asset information, warranty period, documents and past work orders, so earlier services for the same fault are visible at a glance. When the next maintenance date is entered, a maintenance reminder email is sent on that date. After the reminder, your team opens the maintenance work order, and the maintenance history stays recorded on the device card.
Field closing and the service report
The technician completes the report and the work order. Photo fields and a signature record the evidence of the work performed. The completed report is generated as a PDF and sent to the customer by email. The customer can also rate the service through the rating portal, and the completed job appears on the customer record.
Evidence
- Panel flow
- A service request is turned into a work order, and the request and the work order are listed as linked records.
- Service report
- The report completed by the technician is generated as a PDF and can be sent by email.
- External request
- An external request can be converted into a request or a work order.
- AI service dispatch
- Technician scoring and a brief are shown as a preview, and the work order opens after approval.
- QR device card
- Asset, warranty, documents, maintenance date and past work orders are kept on the device record.
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Frequently asked questions
What is the difference between a service request and a work order?
A service request is the repair or maintenance need reported by a customer or an internal team. A work order is that request after it has been planned and assigned to a technician. In PureField the two records are linked, and you move from request to work order on the same screen.
Who approves a technician assignment?
A team member with the permission for assignments approves it. AI dispatch suggestions appear as a preview, and the work order opens only after you approve the preview.
How is a fault record tracked against a device's history?
The fault record is opened from the relevant QR device card. The card lists past work orders with the device, so earlier services for the same fault are visible on one screen.
Can external requests be managed on the same screen?
Yes. External requests appear in their own list and are converted into a request or a work order in one step. The external job then enters your work order schedule.
How does the service report reach the customer?
The completed report is generated as a PDF and sent to the customer by email. The customer can also rate the service through the rating portal.
Related links
- Field serviceWork orders open and close on site.
- How to write a service reportFields to pay attention to in the report content.
- Asset maintenance history and work order trackingTracking device history alongside work orders.
- Service forms, photo evidence and location trackingHow forms, photos and location work in one flow.