Published at: 2026-09-17
Field service processes and roles
Overview
Field service teams usually collaborate around one work order. An end user or customer service agent submits a need. Intake staff verify it, dispatchers select resources, and engineers perform the field work. The organization then completes reports, evaluations, or follow-ups as configured.
You can add or omit stages. For example, customer service may convert a service request into a work order. A dispatcher can assign the work order directly to an engineer. The dispatcher can also assign a service group or provider for downstream dispatch.
Process stages
| Stage | Primary roles | Entry point or record | Main actions | Result |
|---|---|---|---|---|
| Submit a need | End user, customer service agent, employee | Web service portal, customer service workbench, or Work Orders > New Work Order | Describe the issue and enter customer, contact, equipment, and service details | A service request or work order is created |
| Intake | Intake agent, work order owner | Service request or work order task | Claim the record, add details, and choose how to proceed | The request closes, converts to a work order, or advances |
| Enterprise dispatch | Dispatcher | Tasks > Work Orders Pending Assignment | Assign a service group, engineer, or service provider | A downstream role receives a task |
| Group or provider dispatch | Service group dispatcher, provider dispatcher | Pending assignment tasks in the relevant workbench | Select an engineer from the group or provider | The engineer receives a field service task |
| Accept | Engineer, service provider engineer | Engineer workbench or service provider portal | Accept, reject, or transfer the task as configured | The current or new assignee owns the task |
| Field service | Engineer, service provider engineer | Perform Field Operations | Complete standard operations, inspections, related records, and optional check-ins | Field activity is saved and the stage completes |
| Service confirmation | Engineer, customer, follow-up agent | Service report, evaluation, or follow-up task | Generate, sign, evaluate, or follow up | The result is retained and the process advances or ends |
Key records
| Record | When to use it | Next step |
|---|---|---|
| Service request | Customer service must investigate, add details, or decide whether field service is required | The intake agent closes it or converts it to a work order |
| Work order | The issue is clear and can enter intake, dispatch, and field service directly | It follows the configured record type and process |
After conversion, use the work order number and progress to track subsequent service. Service requests and work orders can have different fields, tasks, and assignees.
Role boundaries
| Role | Responsibilities | Outside the role |
|---|---|---|
| Administrator | Configure permissions, work order types, processes, resources, field operations, and portals | Does not process every work order for frontline users |
| Dispatcher | Assign enterprise-level work orders to service groups, engineers, or service providers | Does not perform a provider’s internal dispatch |
| Service group dispatcher | Assign tasks within the current service group | Cannot select members across the enterprise by default |
| Engineer | Accept and complete assigned field operations | Does not complete independent actions for another assignee |
| Service provider dispatcher | Manage provider work orders and assign provider engineers | Does not manage enterprise-wide internal dispatch |
| Service provider engineer | Perform assigned provider field service tasks | Does not process unassigned provider work orders |
| End user | Submit needs, track progress, sign, or evaluate | Cannot change internal dispatch or process stages |
Common collaboration paths
Internal engineers
An end user or agent submits a need. Intake staff create or receive the work order. A dispatcher assigns an engineer directly or routes it through a service group. The engineer then accepts the task and performs the standard field operations.
External service providers
An enterprise dispatcher assigns a provider, provider service group, or provider engineer. A provider dispatcher can then complete internal dispatch. The provider engineer performs the field service. Interconnection processes and permissions determine visible work orders, actions, and subsequent stages.