Helpdesk Field Service Integration

Convert support tickets into field service tasks, manage worksheets, reports and sales integration

Helpdesk FSM module integrates Helpdesk and Field Service Management, allowing conversion of support tickets into field service tasks when on-site support is needed.

When combined with FSM Report, you can select worksheet templates when creating tasks. When integrated with Sale, FSM tasks automatically inherit sale order line information from tickets to track revenue and costs accurately.

FSM

Field Service

Worksheet

Reports

Sales

Technicians

Key Features

Key points

• Convert support tickets to FSM tasks with one click
• Automatically link FSM tasks with original support tickets
• Select worksheet templates when creating tasks
• Assign technicians to field tasks
• Track task progress from support tickets
• Automatically transfer Sale Order Line from ticket to FSM task
• Track revenue and costs from ticket to FSM task
• Customers can view tasks from customer portal

Requirements and Configuration

This module requires Helpdesk, Project, and Field Service Management (industry_fsm) installed. To use worksheets, install FSM Report (industry_fsm_report). For sales integration, install helpdesk_sale_timesheet and industry_fsm_sale.

Steps

1. Go to Helpdesk → Configuration → Helpdesk Teams to select the team to configure.
2. Scroll down to After-Sales section and check Field Service.
3. Select FSM Project for the team (system automatically selects first FSM project if available).
4. Click Save to save configuration.

Create FSM Project

If you don't have an FSM project yet, you need to create a new project with Field Service feature enabled.

Steps

1. Go to Field Service → Configuration → Projects.
2. Click New to create a new project.
3. Fill in project name (e.g., "On-site Support").
4. Check Is a Field Service project.
5. If you want to use worksheets, check Worksheets and select default Worksheet Template.
6. Click Save to save the project.

Create FSM Task from Support Ticket

When a support ticket requires on-site intervention, you can convert it to an FSM task directly from the ticket.

Steps

1. Go to Helpdesk → Tickets → All Tickets and select the ticket that needs field service.
2. Click Plan Intervention button on the toolbar (only visible when team has Field Service enabled).
3. Task creation wizard will open with auto-filled information: Title (from ticket title), Project (from team configuration), Customer (from ticket).
4. If project has Worksheets enabled, Worksheet Template field will appear and auto-fill with default template from project.
5. Change worksheet template if needed by selecting another template from the list.
6. Click Create Task to create the task or Create & View Task to create and view the task immediately.

Create Worksheet Template

Worksheet templates provide standardized data collection structure when technicians arrive on-site. Create multiple templates for different types of work such as repair, maintenance, installation.

Steps

1. Go to Field Service → Configuration → Worksheet Templates.
2. Click New to create a new template.
3. Fill in Name (template name, e.g., "On-site Repair Report").
4. Select Model as "Task" (project.task).
5. Design worksheet form with fields to collect: work information, materials used, actual time, notes, customer signature.
6. Click Save to save the template.

Using Worksheets

When technicians arrive on-site, they can fill out the worksheet directly on mobile devices or computers.

Steps

1. Open FSM task on mobile device or computer.
2. Click Worksheet tab to view the worksheet form.
3. Fill in fields according to template: work performed, materials used, actual time, notes and comments, customer signature (if applicable).
4. Click Save to save information.
5. After completion, click Print → Worksheet Report to generate PDF report.

Manage FSM Tasks

After creating tasks, you can manage and track progress from support tickets or from Field Service module.

Key points

• From support ticket: Click Tasks button (shows count) to view list of all linked FSM tasks.
• From Field Service: Go to Field Service → Tasks and filter by customer or support ticket.
• Assign technician: Open FSM task, select technician from Assigned to field.
• Schedule: Fill in Planned Date (expected date) and Planned Hours (expected time).
• Complete: Click Mark as Done or check FSM Done when technician completes work.
• Cancel task: Select Stage → Cancelled if you need to cancel the task.

Integration with Sale Order

Helpdesk FSM - Sale module bridges Helpdesk, Field Service Management and Sale, allowing creation of FSM tasks from tickets linked to orders and automatically transferring sale order line information to FSM tasks.

Steps

1. Ensure ticket has Customer and Sale Order Line assigned.
2. Check if ticket has Sale Order Line by viewing Sales tab or Sale Order Line field.
3. Click Create Task button on ticket to open task creation wizard.
4. Fill in information: Title (FSM task title), Project (FSM project), Customer (auto from ticket).
5. Click Create Task or Create and View Task.
6. System automatically transfers Sale Order Line from ticket to task, links ticket with task, and sends notification to technician.

Track Revenue from Ticket and FSM

After creating FSM task with order link, you can track revenue and costs from both ticket and FSM task.

Key points

• On ticket: View Sale Order Line (linked order line), Sales Order (full order), Timesheet (recorded time), Amount (service value).
• On FSM task: View Sales Order Item (order line inherited from ticket), Timesheets (technician working time), Products (materials, parts used), Total (total service value).
• Summary report: Go to Field Service → Reporting → Tasks Analysis, filter by FSM project, customer, time period, Sale Order.

Customer Portal

Customers can view FSM tasks from customer portal to track processing progress.

Steps

1. Customer accesses https://your-domain.com/my/tickets.
2. Select support ticket to view.
3. If there are FSM tasks, they will appear in Tasks section.
4. Click to view details: task title, assigned technician, planned date, task status (New / In Progress / Done / Cancelled).

Key Terminology

Fields	Trường dữ liệu	Description
Field Service	Dịch vụ trường	On-site support service, technicians go to customer location.
FSM	FSM (Quản lý dịch vụ trường)	Field Service Management.
Plan Intervention	Lập kế hoạch cuộc xử lý	Button to create field service task from support ticket.
Worksheets	Bảng công tác	Standardized data collection form when technicians work on-site.
Worksheet Template	Mẫu bảng công tác	Template defining worksheet structure.
Task	Nhiệm vụ	Field service task created from support ticket.
Assigned to	Phân công cho	Technician assigned to perform the task.
Planned Date	Ngày lên kế hoạch	Expected date to perform the task.
Planned Hours	Giờ lên kế hoạch	Expected time to complete the task.
Sale Order Line	Dòng đơn hàng	Product/service line in order linked to ticket.

Practical Tips

Key points

• Evaluate before creating task: Determine if ticket really needs field intervention to avoid wasting resources.
• Fill in complete information: Provide detailed description so technicians can prepare well before arriving on-site.
• Schedule reasonably: Allocate time appropriate to work complexity and travel distance.
• Assign right person: Select technician with skills appropriate to the problem to be solved.
• Create worksheet template for each type of work: Repair, maintenance, installation should have separate templates.
• Fill worksheet on-site: Technicians should fill while working, not later to avoid forgetting information.
• Collect customer signature: Collect signature immediately after completion to confirm work.
• Always assign Sale Order Line before creating FSM task: Ensure ticket has order line to track revenue.
• Track time: Compare Planned Hours vs Actual Hours to evaluate performance and improve estimates.
• Geographic zoning: Group tasks by area to optimize travel and save time.

Common Error Handling

Key points

• No Plan Intervention button: Check if team has Field Service enabled and user has FSM User rights.
• Cannot select project: Ensure there is FSM project in system (Is a Field Service project is checked).
• Cannot see Worksheet Template field: Check if project has Worksheets enabled.
• Cannot select worksheet template: Ensure template is created for model "Task" (project.task).
• FSM task has no revenue link: Check if ticket has Sale Order Line before creating task.
• Technician cannot see task: Check FSM User rights and ensure task has been assigned.