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How records connect

Each stage page covers one part of the lifecycle. This page shows how the records link to each other, then walks through a few common situations from start to finish.

The map

flowchart LR
    C[Customer] -->|has| L[Service location]
    L -->|has equipment| A[Asset]
    L -->|work happens at| J[Job]
    C -->|receives| Q[Quote]
    Q -->|accepted, becomes| J
    Q -->|accepted, becomes| W[Work order]
    W -->|is made of| J
    C -->|signs up for| G[Service agreement]
    G -->|creates visits as| J
    J -->|uses| P[Parts]
    J -->|is billed on| I[Invoice]
    G -->|is billed on| I
    I -->|is settled by| PY[Payment]

A customer has one or more service locations, and each location can hold equipment. Work happens at a location as a job. A quote, once accepted, becomes a job or a work order, and a work order is a group of jobs. Service agreements create their visits as jobs. Jobs use parts and get billed on invoices, which are settled by payments.

What happens when…

…a customer books online

sequenceDiagram
    participant Customer
    participant BP as Booking page
    participant Office
    participant Technician
    Customer->>BP: Picks a service and a time
    BP->>Office: New service request (Pending)
    Office->>Office: Approves the request
    Office->>Technician: Job assigned
    Technician->>Customer: Arrives and does the work

The booking arrives as a service request on the Service Requests tab of the Jobs page. Nothing lands on the schedule until someone on your team approves it, and approving it creates the job. Needs Pro.

…a customer accepts a quote with a deposit

sequenceDiagram
    participant Office
    participant Customer
    participant FSM as FSM Navigator
    Office->>Customer: Sends the quote
    Customer->>FSM: Picks an option and accepts
    FSM->>Customer: Deposit invoice
    Customer->>FSM: Pays the deposit online
    Office->>FSM: Converts the quote into a job

The deposit becomes its own invoice. When you convert the accepted quote, the job carries the work the customer agreed to. Needs Pro, and a deposit needs online payments.

…a technician finishes a job with no signal

sequenceDiagram
    participant Technician
    participant App as Mobile app
    participant FSM as FSM Navigator
    participant Office
    Technician->>App: Adds parts, photos and notes
    Technician->>App: Taps Complete
    App->>App: Holds the changes on the phone
    App->>FSM: Sends everything once back online
    FSM->>Office: Job shows Completed, ready to invoice

The app saves the changes on the phone and sends them when the signal returns, parts, notes and photos first. The office sees the job as Completed once it syncs.

…a service agreement visit comes due

sequenceDiagram
    participant Agreement as Service agreement
    participant FSM as FSM Navigator
    participant Office
    participant Technician
    Agreement->>FSM: Visit is due this term
    FSM->>Office: New job created from the schedule
    Office->>Technician: Job assigned
    FSM->>Office: Invoice for the billing period

The agreement's visit schedule creates the job, up to the number of visits included per term. Billing runs on its own cycle, one invoice per billing period. Needs Pro.

…a work order needs the customer's approval

sequenceDiagram
    participant Office
    participant Customer
    participant FSM as FSM Navigator
    Office->>Customer: Sends the estimate
    Customer->>FSM: Approves it in the portal
    FSM->>Office: Work order can move from Draft to Active
    Office->>FSM: Sub-jobs scheduled and done
    Office->>FSM: Invoice created from the work order

A work order that needs estimate approval stays in Draft until the customer approves. When the work is done, you invoice the work order as a whole. Needs Enterprise.