Client Equipment Field Service & Repairs Deep Dive

Complete Guide to Field Service Operations, Quotations, Parts Management, and Workshop Repairs

Table of Contents

1. Overview

The Client Equipment system provides comprehensive service management through two complementary workflows. Field Service Orders handle on-site customer service with quotations, parts tracking, and time billing. Workshop Repairs manage in-shop repairs with detailed parts consumption and repair costing.

System Capabilities

Field Service Orders: Complete on-site service management including scheduling, quotations, parts usage tracking, time billing, and customer reporting. Field service integrates with Sales Orders for quotation generation and invoice creation based on time and materials used.

Workshop Repairs: In-shop repair management with comprehensive parts tracking, warranty validation, labor operations, and detailed repair costing through Odoo's Repair module.

2. Understanding Service Workflows

Field Service Orders - For On-Site Customer Service

• Service delivered at customer equipment location
• Create quotations and sales orders for customer approval
• Track parts/materials used during service visit
• Record time spent and labor charges
• Generate customer service reports with sign-off
• Invoice based on time and materials consumed
• Parts automatically added to sales order and invoicing

Workshop Repairs - For In-Shop Equipment Repairs

• Equipment brought to service facility for repair
• Detailed parts replacement and consumption tracking
• Warranty status validation and coverage handling
• Labor operations with detailed costing
• Parts inventory integration and automatic consumption
• Complete repair order management and invoicing

Key Difference

Both workflows support parts management, but they serve different business scenarios:

Field Service: Parts are added through the Products smart button and automatically flow to sales orders and invoices. Best for on-site service where you need customer quotation approval and time-and-materials billing.

Workshop Repairs: Parts are managed through repair order operations with detailed inventory tracking. Best for in-shop repairs with complex parts requirements and warranty considerations.

3. Field Service Orders

Creating Field Service Orders from Equipment

Step 1: Access Equipment Record

Navigate to: Client Equipment → Client Equipment

Search for and open the equipment record requiring service.

Step 2: Initiate Field Service Order

Click the "Create Field Repair" button in the equipment form header.

The system automatically creates:

• Equipment Job record (captures equipment state snapshot)
• Project Task in Field Service project
• Customer and equipment details prefilled
• Site contact information populated

Step 3: Configure Service Task

In the Field Service Order form:

• Assignees: Select technicians for the service call
• Planned Date: Schedule the service visit
• Site Contact/Phone: Verify on-site contact information
• Description: Document service requirements and scope
• Sales & Invoicing section: Configure billing options

Configuring Billing Options

Field Service Orders include Sales & Invoicing settings that control quotation and billing behavior:

Billable Options

• Non-Billable: Internal work, no customer charges
• At Cost: Bill customer for actual costs (materials at cost price)
• At Sales Price: Bill customer using standard sales pricing

Enabling Time and Material Invoicing

To track and invoice for time and materials used:

1. Set Billable to "At Sales Price" or "At Cost"
2. Enable Products on Tasks checkbox (allows adding parts)
3. Optionally enable Extra Quotations for additional quotes
4. Link to Sales Order (or create one) for invoice generation

Equipment Jobs Tab

The Jobs tab contains the equipment snapshot that preserves service details:

• Equipment identification (model, serial, asset tag)
• Location details and site contact information
• Current equipment condition and meter readings
• Issues: Customer-reported problems and service requirements
• Report: Technician findings and work performed

Important: Equipment Jobs create a historical snapshot. Even if equipment details change later, the job record preserves the exact state at the time of service for regulatory compliance and service history accuracy.

4. Adding Parts to Field Service Orders

Using the Products Smart Button

Field Service Orders include native parts management through the Products smart button. This feature tracks materials used during service visits, updates inventory in real-time, and automatically adds parts to customer invoices.

Prerequisites for Parts Management

1. Field Service project must have "Time and Material Invoicing" enabled
2. Navigate to: Field Service → Configuration → Settings
3. Enable: Time and Material Invoicing
4. Configure products in: Field Service → Configuration → Products

Adding Parts to Field Service Order

1. Open Field Service Order (task)
2. Ensure Products on Tasks is enabled in Sales & Invoicing section
3. Click the Products smart button (top right)
4. Browse available products from catalog
5. Click Add on product card to add to task
6. Use + and - buttons to adjust quantity
7. Products automatically added with current pricing

Product Catalog Features

• Search bar for quick product location
• Filter by Product Category and Attributes
• Real-time inventory levels displayed
• Current pricing shown automatically
• Add multiple products as needed
• Edit quantities directly from catalog

Default Warehouse Configuration

Field technicians can have default warehouses configured for their inventory management:

Setting User Default Warehouse

1. Click profile icon (top right)
2. Navigate to: My Profile → Preferences
3. Select Default Warehouse
4. Parts on sales orders will be pulled from this warehouse
5. Inventory automatically updated when task completed

Important: Default warehouse configuration requires:

• Storage Locations feature enabled in Inventory app
• Multiple warehouses configured in database
• Appropriate user permissions for inventory access

Products and Invoicing Integration

When products are added to Field Service Orders:

• Sales Order linked: Products automatically added to sales order lines
• Pricing applied: Sales prices from product configuration used
• Inventory reserved: Parts reserved from default warehouse
• Task completed: Inventory automatically consumed and updated
• Invoice generated: Products included in customer invoice

5. Creating Quotations and Sales Orders

Sales Order Integration Overview

Field Service Orders integrate with Odoo's Sales app for complete quotation and billing workflows. You can create quotations before or after field service creation, with full bidirectional linking.

Sales Order Workflow Options

Option 1 - Sales Order First:

• Create quotation in Sales app with service products
• Customer approves quotation
• System automatically creates Field Service task from sales order
• Complete service work
• Invoice based on confirmed sales order

Option 2 - Field Service First:

• Create Field Service Order from equipment
• Add products using Products smart button
• Generate Sales Order from Field Service task
• Send quotation to customer
• Confirm upon customer acceptance
• Complete work and generate invoice

Creating Sales Order from Field Service Order

Step 1: Prepare Field Service Order

1. Open Field Service Order
2. Document all service requirements in description
3. Add any known parts using Products smart button
4. Configure billing settings (Billable: At Sales Price)
5. Enable Products on Tasks if not already enabled

Step 2: Create Sales Order

1. Look for Create Sales Order action or button
2. System creates new Sales Order linked to Field Service Order
3. Customer information automatically populated
4. Reference to Field Service Order included

Step 3: Configure Quotation

In the Sales Order form:

1. Review automatically added service products
2. Products from Products smart button already included
3. Add labor charges as service products
4. Add estimated hours for labor billing
5. Configure pricing and discounts if applicable
6. Add payment terms and delivery notes
7. Review total quotation amount

Step 4: Send Quotation

1. Click Send by Email button
2. Review quotation PDF preview
3. Customize email message if needed
4. Send to customer for approval
5. Track quotation status (Draft → Sent)

Step 5: Confirm Sales Order

When customer approves:

1. Click Confirm button
2. Sales Order status changes to confirmed
3. Inventory reserved for parts on order
4. Field Service Order linked and ready for execution
5. Invoice can be created when work completed

Creating Field Service from Sales Order

Service Product Configuration

Products can trigger automatic Field Service task creation:

1. Navigate to: Sales → Products → Products
2. Open or create service product
3. In Sales tab, set:
   • Service Tracking: "Create a task in project"
   • Project: Select "Field Service" project
4. When product sold, Field Service task automatically created

Sales Order to Field Service Workflow

1. Create Sales Order with service product(s)
2. Add customer and equipment details
3. Confirm quotation to Sales Order
4. System automatically creates Field Service task
5. Click Tasks smart button to access task
6. Schedule and assign technicians
7. Add additional parts during service if needed
8. Complete work and generate invoice

Time Tracking and Labor Billing

Recording Service Time

1. Open Field Service Order
2. Click Start button to begin timer
3. Timer runs automatically during service
4. Click Stop when service complete
5. Or manually add timesheet entries in Timesheets tab
6. Time automatically linked to Sales Order for billing

Timesheet Billing Options

Configure invoicing policy on service products:

• Based on Timesheets: Invoice for actual hours logged
• Based on Delivered Quantity: Invoice for work completed
• Ordered Quantities: Invoice upon order confirmation

Creating Invoices

Invoice from Sales Order

1. Complete Field Service work
2. Ensure all products and time recorded
3. Open linked Sales Order
4. Click Create Invoice button
5. System includes:
   • Products added via Products smart button
   • Timesheet hours (if timesheet billing enabled)
   • Any service products from sales order
6. Review and post invoice
7. Send invoice to customer

6. Workshop Repairs

When to Use Workshop Repairs

Use Workshop Repairs when equipment requires in-shop service with detailed parts tracking, warranty validation, and comprehensive repair documentation.

Creating Workshop Repair Order

Step 1: Initiate Repair from Equipment

1. Navigate to: Client Equipment → Client Equipment
2. Open equipment requiring workshop repair
3. Click "Create Workshop Repair" button
4. System creates Repair Order with equipment details
5. Warranty status automatically populated

Step 2: Configure Repair Order

In Repair Order form:

• Responsible: Assign technician or repair team
• Internal Notes: Technical diagnostic findings
• Quotation Notes: Customer-facing repair description
• Warranty State: Review warranty coverage status

Adding Parts to Workshop Repairs

Parts Tab Management

1. Navigate to Parts tab
2. Click Add a line
3. Select product from inventory
4. Enter quantity required
5. Choose operation type:
   • Add: Part being installed
   • Remove: Part being removed/scrapped
6. System displays unit price and available stock
7. For warranty parts, mark accordingly

Operations and Labor

Operations Tab

1. Navigate to Operations tab
2. Click Add a line
3. Select service product (labor type)
4. Enter hours or quantity
5. Configure pricing
6. Add operation descriptions

Repair Order Workflow

Complete Repair Process

1. Draft: Create repair, add parts and operations
2. Confirm: Click "Confirm Repair" - reserves parts
3. Start: Click "Start Repair" - work begins
4. Complete: Finish work, click "End Repair"
5. Parts Consumed: Inventory automatically updated
6. Invoice: Create invoice for customer billing

Warranty Handling: When equipment is "In Warranty", parts marked as warranty items may not be charged to customer. Verify warranty coverage terms before confirming repair pricing.

7. Monitoring Service History

Equipment Service History

Viewing Field Service History

1. Open equipment record
2. Navigate to Service History tab
3. Review all completed Field Service Orders
4. Access job details, dates, and work performed
5. View parts used and time logged

Workshop Repair History

Repair Order History

1. Open equipment record
2. Click Workshop Repairs smart button
3. View list of all repair orders
4. Review parts consumed and labor costs
5. Access detailed repair documentation

Customer Service Dashboard

Complete Customer View

1. Navigate to: Contacts → Contacts
2. Open customer record
3. Click Equipment smart button
4. View all customer-owned equipment
5. Access service history across equipment
6. Review warranty statuses and service schedules
7. Track sales orders and invoices

8. Standard Workflows

Scenario 1: Emergency Service with Quote and Parts

Situation: Customer calls reporting equipment malfunction. Requires on-site service with parts replacement and advance quotation.

Process:

1. Create Field Service Order from equipment record
2. Document reported issues in Jobs tab
3. Add estimated parts using Products smart button
4. Create Sales Order from Field Service Order
5. Add labor charges and any additional items
6. Send quotation to customer via email
7. Customer approves quotation
8. Confirm Sales Order
9. Schedule and assign technician
10. Technician completes on-site service
11. Add/adjust parts as needed during service
12. Record actual time using timer
13. Update report with work performed
14. Mark task complete
15. Create invoice from Sales Order
16. Invoice automatically includes parts and time

Scenario 2: Pre-Approved Annual Maintenance Contract

Situation: Annual preventive maintenance contract with approved budget for scheduled service visits including materials.

Process:

1. Create Sales Order with annual maintenance package
2. Include service products configured for Field Service
3. Customer confirms Sales Order (contract approved)
4. System auto-creates Field Service Orders for each service product
5. Schedule quarterly maintenance visits
6. For each visit:
   • Technician assigned and scheduled
   • Add consumables/parts via Products smart button
   • Record time using timer
   • Complete service report
   • Parts and time tracked against contract
7. Invoice periodically or at contract end
8. All parts and time automatically consolidated

Scenario 3: Workshop Repair with Complex Parts Replacement

Situation: Equipment requires significant parts replacement and workshop facilities. Customer delivers equipment to service center.

Process:

1. Create Workshop Repair from equipment record
2. System checks warranty status automatically
3. Document diagnostic findings in Internal Notes
4. Add required parts in Parts tab with quantities
5. Verify parts availability in inventory
6. Add labor operations in Operations tab
7. Review total repair cost estimate
8. Send repair quote to customer if needed
9. Customer approves repair
10. Confirm Repair Order (reserves parts)
11. Start Repair (begin work)
12. Complete repairs and testing
13. End Repair (consumes parts from inventory)
14. Create invoice including parts and labor
15. Equipment ready for customer pickup

Scenario 4: Field Service with Real-Time Parts Addition

Situation: Technician discovers additional parts needed during on-site service visit.

Process:

1. Field Service Order created and linked to Sales Order
2. Technician arrives on-site, starts timer
3. Discovers additional parts needed
4. Opens Field Service Order on mobile device
5. Clicks Products smart button
6. Adds required parts from catalog
7. Parts automatically added to linked Sales Order
8. Inventory reserved from technician's default warehouse
9. Completes service work
10. Stops timer, marks task complete
11. Inventory automatically updated
12. Invoice includes all parts used plus labor time

9. Troubleshooting

Issue: Products Smart Button Not Visible on Field Service Order

Cause: Time and Material Invoicing not enabled or Products on Tasks not checked

Solution:

1. Navigate to: Field Service → Configuration → Settings
2. Enable: Time and Material Invoicing
3. Open Field Service Order
4. In Sales & Invoicing section, enable Products on Tasks
5. Save and reload - Products smart button should appear

Issue: Products Not Appearing in Product Catalog

Cause: Products not configured with correct invoicing policy or not marked as available for Field Service

Solution:

1. Navigate to: Inventory → Products → Products
2. Open product that should appear in catalog
3. Verify Sales checkbox is enabled
4. Check Invoicing Policy is set to "Based on Delivered Quantity (Manual)"
5. Ensure product has valid sales price configured

Issue: Parts Not Added to Sales Order

Cause: Field Service Order not linked to Sales Order, or Products on Tasks not enabled

Solution:

1. Verify Field Service Order has linked Sales Order (check Related Sales Order field)
2. Ensure Products on Tasks is enabled in Sales & Invoicing section
3. Check that Field Service Order is set to Billable: At Sales Price
4. Products should automatically sync to Sales Order when added

Issue: Inventory Not Updating When Task Completed

Cause: Default warehouse not configured or storage locations not enabled

Solution:

1. Enable Storage Locations in: Inventory → Configuration → Settings
2. Configure user default warehouse: Profile → Preferences → Default Warehouse
3. Ensure products are configured as storable products
4. Verify sufficient stock available in default warehouse
5. Check that Sales Order is confirmed (inventory only updates on confirmed orders)

Issue: Cannot Create Sales Order from Field Service Order

Cause: Field Service project not configured for sales integration or missing permissions

Solution:

1. Verify Field Service project settings
2. Ensure customer is set on Field Service Order
3. Check user has sales order creation permissions
4. Verify Sales Management app is installed
5. Review project configuration for billing settings

Issue: Create Field Repair Button Missing from Equipment

Cause: cs_client_equipment_servicing module not installed

Solution: Contact system administrator to install Client Equipment Field Servicing module required for Field Service functionality.

Issue: Create Workshop Repair Button Missing

Cause: cs_client_equipment_repair module not installed

Solution: Contact administrator to install Client Equipment Workshop Repairs module.

Issue: Parts Not Reserved in Workshop Repair

Cause: Insufficient stock or inventory configuration issue

Solution:

1. Check product stock levels: Inventory → Products → Products
2. Verify product type is set as "Storable Product"
3. Ensure warehouse locations properly configured
4. Check if parts reserved by other orders
5. Review inventory operations and ensure no blocking issues

Need Additional Help?

For issues not covered:

• Verify all required modules installed and up to date
• Check user has appropriate access rights for sales, repair, and field service
• Review system logs for specific error messages
• Ensure Field Service app properly configured in settings
• Contact system administrator or Cyder Solutions support

© 2025 Cyder Solutions. All rights reserved. | www.cyder.com.au