Overview

ServiceNet is a field service management system — a single workspace for running the full life of a service job, from the moment a customer requests work through scheduling, dispatch, the on-site visit, quality review, and final sign-off. Almost everything in the application is organized around that journey, so it helps to picture the whole flow before focusing on any one screen.

Two ways into the system

Most of this manual describes the staff workspace — the screen with the dark navigation rail down the left edge. Each entry on that rail opens a module (Dashboard, Service Accounts, Service Schedule, Service Ops, Assurance, Financial, Inventory, Service & Parts, Reports, Notification, and Configuration), and modules open as tabs across the top of the work area, so you can keep several open and switch between them.

The second entry point is the Customer Portal, a public “Request Service” page where customers book work themselves in four short steps. Their submissions arrive in the Service Request tab of Service Schedule, where staff review each one and convert it into a real appointment. The portal has its own chapter later in this guide.

The dashboard at a glance

When you sign in, the Dashboard is your command center. Its Overview tab summarizes the business: a breakdown of active accounts by type, revenue over the last few months, and headline figures such as revenue this month, pending requests, and active accounts.

Dashboard — Overview tab.

The Operations tab shifts the focus to live work. It highlights recent exceptions (for example cancelled and unable jobs), the open pipeline grouped by stage, and operational counts such as open jobs, low-stock parts, and flagged jobs.

Dashboard — Operations tab.

The Dashboard also carries My Day, Schedule, and Financial tabs, which narrow the same information down to the day’s work, an upcoming-schedule view, and financial figures.

The appointment lifecycle

The backbone of ServiceNet is the appointment lifecycle. Every job carries a status, and the actions available on it — the buttons you see and the tab it appears under — depend on that status. Once the flow makes sense, the rest of the system is far easier to follow.

In the normal path, a job is created — either booked directly in Service Schedule or converted from a customer request — and becomes Scheduled, then Confirmed. From Service Ops it is Dispatched to a technician, moves to In Progress while the work is carried out, and reaches Pending Review once the technician submits their results. A reviewer marks it Finished, after which it passes to Assurance for a final check and is signed off as Completed.

Jobs do not always run straight through. A technician may report a No Show or be Unable to complete the visit; those land in the Wrap Up tab of Service Ops, where they can be Rescheduled or Cancelled. Assurance can also send a finished job back by requesting a reschedule. The diagram below shows the full set of statuses and the paths between them.

The appointment lifecycle and its statuses. The Schedule chapter lists each status in detail.

Where to go next

The chapters that follow take each module in turn, starting with Getting Started and the elements common to every screen. Reading them in order roughly mirrors the lifecycle above; to find a specific task, use the Contents list to jump straight to it.

1. Getting Started

ServiceNet organizes the life of a service appointment from the moment it is scheduled until it is completed and invoiced. Work flows through these areas, reachable from the menu and the top-bar search:

• Account — register and maintain customer accounts and their service locations.

• Schedule — create and confirm appointments, assign technicians, build estimates, manage technicians and their availability, and review customer service requests.

• Customer Portal — a public page where customers request service themselves; their requests arrive in Schedule's Service Request tab.

• Service Ops — dispatch confirmed jobs, track work in progress, handle reschedules, and wrap up jobs that didn't complete.

• Assurance — review finished jobs, resolve issues, and sign off completed work.

• Financial — post completed jobs to the ledger, receive payments, track receivables and aging, and make adjustments.

• Inventory — manage parts stock, receiving, issues, adjustments, vendor returns, and service usage.

• Service & Parts — maintain the catalog of services, service items, parts, promotions, and vendors.

• Reports — operational and financial reports across the system.

• Notifications — your inbox of system alerts, the delivery log, and per-type preferences.

• Search & Activity — the top-bar search opens any customer's full Activity page (history, process, photos) from anywhere.

• Configuration — system administration: sites, roles, permissions, the page registry, and user accounts (admins only).

Signing in

Sign in from the ServiceNet welcome screen with your username and password. If your account has extra verification turned on — an administrator enables this with the MFA toggle on the Configuration → Users tab — there is one more step before you reach the Dashboard: ServiceNet emails a 6-digit code to your address on file and shows the Verify your identity screen.

Type the code and click Verify to finish signing in. For your protection the address is masked on screen (for example ki*****@yahoo.com), the code expires after a few minutes, and only the most recent code works. If it doesn’t arrive or has expired, click Resend code for a fresh one; Back to sign in returns you to the login screen.

The identity-verification screen.

Common screen elements

Most list screens share the same layout, so once you learn one tab the rest feel familiar:

Permissions

Buttons and actions appear based on your role. If you don't see a button described in this manual (for example Delete or Confirm), your account may not have that permission. Contact your administrator if you believe you need access.

Your profile and signing out

Your account menu sits at the bottom-left of every screen, on your name. Click it to open My Profile or to Log Out.

The account menu (bottom-left).

My Profile opens a dialog where you can update your first, middle, and last name, your email, and your phone, and change your password. Click Save to apply your changes.

The My Profile dialog.

2. Account Module

The Account module is the customer management hub. Use it to register, view, and maintain customer accounts and their service locations. It has two tabs: Setup — a search sidebar on the left for finding accounts paired with an editor panel on the right for the selected one (sections 2.1–2.5) — and Accounts, a sortable, paginated table of every account with quick inline editing (section 2.6).

2.1 Finding an account

Type in the search box at the top of the left sidebar — it matches on account name, account number, first name, or last name. Results appear automatically after a short pause (no need to press Enter) as cards showing the account name, number, a type chip, and a status dot. Click a card to load the full account in the editor; the selected account stays highlighted in the list. Clearing the box returns to the “Type to search” hint.

2.2 Adding a new account

1. Click + New Account in the top-left toolbar.

1. Fill in the dialog — Account Name, Type, First Name, Last Name, and Site are required; middle name, email, and phone are optional.

2. Click Register. ServiceNet auto-generates a unique account number and immediately loads the new account in the editor, ready for further detail.

Adding a new account.

The Account Number is generated automatically and can't be edited; every other field can be changed later in the editor.

2.3 Editing an account

The editor is divided into four sections: Account Identity (core fields), Mailing Address, Billing Address, and Service Locations. The header shows the account name, number, type, status, and location count, along with the unsaved-changes badge and the Delete, Review & Save, and Discard buttons.

The account editor.

The Review & Save workflow

As you edit, changed fields are highlighted and an unsaved changes badge appears, activating Review & Save. Clicking it opens a review dialog that lists every changed field with its old and new value side by side. Click Confirm & Save to apply, or Cancel to keep editing. To abandon edits entirely, click Discard — this reloads fresh data from the server rather than just undoing in memory.

Billing address

The billing section has a Same as mailing address toggle. When it's on, billing fields are hidden and the account is stored as billing-equals-mailing; when off, the billing fields appear pre-filled from the mailing address for you to edit. With the toggle on, billing fields are left out of the Review & Save diff entirely — only fields that would actually change are shown.

2.4 Managing service locations

Each account can have one or more service locations — the physical sites where work is performed, kept separate from the account's mailing and billing addresses. Location add, edit, and delete take effect immediately when saved; they do not go through Review & Save.

Adding, editing, and deleting a location

1. In the Service Locations section, click + Add Location.

1. Fill in the dialog — Location Name is required; the rest (Primary toggle, contact name/phone, address, route, and notes) are optional.

2. Click Save. The location card appears right away. To change one later, click Edit on its card; to remove it, open Edit and click Delete, then confirm.

Each location card shows the name (with a Primary badge if marked), the combined address, and the on-site contact. Deleting a location is permanent — make sure no active appointments are tied to it first.

2.5 Deleting an account

With an account loaded, click Delete Account in the editor header and confirm. This permanently removes the account and all of its service locations; it cannot be undone. Ensure there are no active appointments or open service orders for the account before deleting.

2.6 Accounts tab

The Accounts tab is a fast, table-style alternative to the Setup tab’s sidebar-and-editor layout. Where Setup is built for working one account at a time in depth, the Accounts tab is built for browsing many accounts at once and making quick edits without leaving the list.

The toolbar across the top combines a search box (matching account name, number, contact name, email, or phone), a Refresh button, an All Sites filter, and an All Status filter, with a running account count on the right. The list only ever shows accounts at the sites you have access to; the site filter narrows further within those.

The grid lists each account’s number, name, type, site, primary contact, phone, and status, paged fifteen at a time with page controls at the foot of the table. Each row ends with an Edit button.

Clicking Edit opens a self-contained dialog — separate from the Setup editor — with the account’s Identity, Mailing Address, and Billing Address fields (the billing section has the same Same as mailing toggle as Setup). Account Name and Site are required. Click Save Changes to write the record and refresh the list, or Cancel to close without saving. Unlike Setup, this dialog saves directly — there is no Review & Save diff step — and it does not manage service locations, which remain on the Setup tab. The Edit button appears only for staff who hold the edit permission; everyone else can still browse and search.

The Accounts tab — browse, filter, and quick-edit.

2.7 Permissions

3. Schedule Module

The Schedule module is the home for appointments and the people who carry them out. It has six tabs: Work Schedule (a calendar overview), Assignment (book and edit appointments), Technician (manage your techs and their weekly hours), Technician TimeOff (per-date availability exceptions), Service Request (review requests submitted by customers and turn them into appointments), and History (a read-only record of past appointments). Every tab carries an All Sites filter at the top, so you can focus on a single location’s work and staff or view them all at once.

3.1 Work Schedule tab

Work Schedule is a calendar view of all booked work. Switch between Month and Week with the toggle, and move through time with the arrows or the Today button. Each day shows its appointments and an availability badge giving both how many technicians are free and the total number of open job slots that day (for example, 27 avail : 162), so you can see capacity at a glance. Clicking a day opens its Available Technicians list, where each technician is shown with their dispatch number, that day’s booked appointments (or, if none, their scheduled hours), and a count of jobs booked against their daily limit; clicking an appointment opens a quick popup. Managers can also add Blackout dates (holidays or closures) that remove a day from booking; the Add Blackout dialog uses a calendar date picker, with a recurrence option for one-time, weekly, or annual closures.

Work Schedule — Month view with an appointment popup.

Work Schedule — Week view, with the Blackout control.

3.2 Assignment tab

The Assignment tab lists appointments with their date, time, site, account, location, assigned technician(s), and status. From here you can search, add a new appointment, or open an existing one to edit.

The Assignment tab.

Booking a new appointment

1. Click Add Appointment (top-right of the toolbar).

1. In the Account box, search by name, number, address, phone, or email and pick the customer.

2. Choose the Location for that account (the primary location is marked with a star).

3. Set the Date and Start Time. The end time is calculated for you from the services added.

4. Pick the Technician who will perform the work. The list is limited to technicians who are available on the chosen date — anyone on time off or with no scheduled hours that day is left out — and it refreshes automatically if you change the date. (When editing an existing appointment, the technician already assigned stays selectable even if they are no longer available, so the booking is never silently cleared.)

5. Click + Add Service to add one or more services to the appointment.

6. Optionally add Internal Notes (visible to the technician) and Customer Notes (included in customer emails).

7. Click Set Appointment to save. The new appointment appears in the list with status Scheduled.

Editing an appointment

Click Edit on any row. The same form opens with the account and location shown as read-only labels. You can adjust the date, time, technician, services, and notes, then click Update Appointment. The status drop-down lets you see the current stage; later stages are managed from Service Ops and Assurance.

Editing an appointment.

Estimates and confirming

While editing, the Estimate / Draft Invoice section lets you build a priced estimate with services, parts, and discounts. When an estimate is confirmed it becomes the basis for the job. A confirmed appointment shows a Confirmed badge; opening it then shows a read-only view with View and Print options rather than the editing footer.

3.3 Technician tab

The Technician tab is the directory of your field staff. Search by name, number, or dispatch ID, and toggle Active only to hide inactive techs. Click Add Tech or any row to open the editor, where you set basic details (name, phones, email, dispatch number, status), assign Skills and Sites, and define a Weekly Default Schedule.

The Technician tab.

The weekly schedule is the heart of availability: for each day you set the working hours and a Max Count (how many jobs that tech can take that day), and tick which days are active. This recurring pattern is what the booking calendar and the customer portal use to work out open capacity.

Technician editor — details, skills, and assigned sites.

Technician editor — assigned sites and weekly default schedule.

3.4 Technician TimeOff tab

Technician TimeOff records exceptions to the weekly schedule on specific dates. Use it when a tech is off for a day, or available with different hours or a different job limit than usual. In the Edit Time Off dialog, setting Max Appointments to zero marks the date as a full day off and the start and end times are ignored; any positive number overrides their normal capacity just for that day. These per-date exceptions take priority over the weekly default everywhere availability is calculated. If the technician already has appointments booked on that date, ServiceNet won’t let you save a change that drops their limit below what’s already booked (including a full day off) — reassign or move those appointments first.

The Technician TimeOff tab.

Editing a time-off entry.

3.5 Service Request tab

Service Request is the queue of service requests submitted by customers through the public Customer Portal (Chapter 4). Each request waits here for a manager to review and turn into a real appointment.

Finding requests

Use the date range (by submission date) and the status filter (Pending, Scheduled, Declined, or All) to narrow the list, then click Refresh. New requests are Pending and default to the last three months. Every row has a View button for a read-only summary; pending rows also show a Review button.

The Service Request tab.

Converting a request to an appointment

1. Click Review on a pending request.

1. The review window shows the customer's request details and a pre-filled appointment form: the matched account (read-only), a location to confirm, the requested date and time, a technician (limited to the account's site), and the requested services (which you can adjust).

2. Adjust anything that needs changing, then click Convert → Appointment.

3. ServiceNet creates a Scheduled appointment (with its services, estimate, and assigned technician) and marks the request Scheduled, stamped with the new appointment number. The request stays in the list as history.

Reviewing a request before converting it.

Declining a request

If a request can't be fulfilled, open Review and click Decline. Add an optional reason and confirm; the request is marked Declined and no appointment is created. Reviewing, converting, and declining are permission-controlled, so the buttons appear only for staff who are allowed to use them.

3.6 History tab

History is a read-only record of every appointment, in any status. Unlike the Service Ops History tab — which only begins at Dispatched — the Schedule History shows the complete picture, including Scheduled and Confirmed jobs that have not been dispatched yet.

• Search by appointment number, filter by Site and Status, and set a date range (it defaults to the last three months). Refresh re-runs the search; Excel exports the list you are looking at.

• Each row shows the appointment number — with a REQ badge when the job came from a customer request (click it to see the request) — plus date, time, site, account, location, technician, and a status badge. A red ! beside the technician marks a job that was flagged with an issue.

• Click View to open the full Service Order: account and site details, the service report, any photos the technician attached, and — for jobs that were elevated — the Issue Resolution History.

The Schedule History tab.

3.7 Appointment statuses

An appointment moves through these statuses as work progresses. The early stages are set in Schedule; later ones are driven by Service Ops and Assurance.

4. Customer Portal

The Customer Portal is a public, no-login web page where customers request service themselves. What they submit lands in the Schedule module's Service Request tab (Chapter 3) for a manager to review and convert into an appointment. This chapter describes what the customer sees; staff handle the requests from Service Request.

4.1 How a customer requests service

The portal walks the customer through four short steps:

1. Your Info — the customer enters their name, email, phone, and address. ServiceNet matches these against accounts on file; when at least two details match an existing account (for example last name plus phone), the request is linked to that account automatically.

1. Service — they pick one or more services from the list and can add a free-text note describing the problem.

2. Date & Time — a calendar shows only days with open capacity, based on technician schedules and time off. After choosing a day, they pick from the available time slots.

3. Confirm — they review a summary and submit. The page shows a reference number (for example REQ-2026-1) on success.

Customer Portal — Step 1, Your Info.

Customer Portal — Step 2, Service.

Customer Portal — Step 3, Date & Time.

Customer Portal — Step 4, Review & submit.

4.2 When an account can't be matched

If fewer than two details match an account on file, the portal can't safely link the request, so it asks the customer to call instead and shows the office phone number. This keeps unmatched or mistyped submissions out of the queue.

4.3 What happens next

A submitted request is saved as Pending with the customer's preferred date, time, and a suggested technician (the least-busy available tech for that day — a starting point the manager can change). From there it appears in the Service Request tab, where staff review it, adjust anything needed, and convert it into a scheduled appointment or decline it. The customer's preferred technician is shown to staff during review.

5. Service Ops Module

Service Ops manages the active life of a job: sending it to a technician, tracking progress, rescheduling, and wrapping up jobs that could not be completed, plus a read-only History of past jobs and a day-at-a-glance Today’s Service view for parts and dispatch planning. It has six tabs.

5.1 Dispatch tab

Lists confirmed appointments waiting to go out. Dispatching a job sends it to the technician and automatically pulls the job's parts from inventory (recorded as service-withdrawal transactions).

1. Select one or more confirmed appointments.

1. Click Dispatch. Each appointment moves to Dispatched, a service record is written, and the parts on the job are deducted from stock.

2. A notification is sent to the relevant staff for each dispatched appointment.

The Dispatch tab.

The Service Order for a confirmed job.

5.2 Active tab

Shows dispatched and in-progress jobs. From here the technician (or office) advances the job through its working stages.

Parts returned automatically. When a dispatched or in-progress job is marked No Show or Unable, ServiceNet returns all of that job's parts to stock automatically (a positive service transaction plus a stock add-back). The same return happens when you Cancel Dispatch. You don't need to adjust inventory by hand for these cases.

Submitting for review (work items, parts, photos)

Choosing Set Pending Review opens a form where the technician records the outcome of the visit:

• Work items — a checklist for each service; tick completed items and type responses where requested. Required items are marked.

• Return parts — enter how many of each issued part are being returned to stock.

• Photos — add photos from the device; previously saved photos are shown as thumbnails. Hover a photo and click the ✕ to remove it (newly added ones are simply dropped; saved ones are deleted after a confirmation). Deleting saved photos requires review permission.

• Issue flag & notes — flag a problem and add internal or customer-facing notes; notes are required when the issue flag is set.

Reviewing a Pending Review job

On each Pending Review card a manager has three buttons: Service Items, Approve → Finished, and Reject → Back to IP.

Service Items opens a read-only summary of what the technician recorded — the work-item checklist with responses, the parts, and the photos — so you can review the job before deciding. Nothing on this view can be changed. Approve moves the job to Finished (on to Assurance); Reject sends it back to In Progress for more work.

The Active tab, grouped by stage.

5.3 Reschedule tab

Lists appointments where a reschedule has been requested (Reschedule Requested). Open one, pick the new date and time, add a note, and confirm. The appointment moves to Rescheduled and the customer receives a reschedule email. Parts already pulled stay with the job for the new date.

5.4 Wrap Up tab

Handles appointments sitting in No Show or Unable that still need a decision. For each you can:

• Reschedule — move it to a new date (status becomes Rescheduled).

• Cancel — close the appointment (status becomes Cancelled) and notify the customer.

Note on inventory: Parts for No Show / Unable jobs are already returned to stock at the moment those statuses are set in the Active tab, so cancelling here changes only the status — it does not touch inventory again.

The Wrap Up tab.

Marking an appointment for reschedule.

5.5 History tab

History is a read-only record of jobs once they have entered the Service Ops workflow. It lists every appointment from Dispatched onward — finished, completed, assurance, rescheduled, no-show, unable, and cancelled jobs — so you can look back at past work without changing anything.

• Search by appointment number, filter by Site and Status, and set a date range (it defaults to the last three months). Refresh re-runs the search; Excel exports the current list.

• Each row shows the appointment number — with a REQ badge when the job came from a customer request (click it to see the request) — plus date, time, site, account, location, technician, and a status badge. A red ! beside the technician marks a job that was flagged with an issue.

• Click View to open the full Service Order: account and site details, the service report, any attached photos, and — for jobs that were elevated — the Issue Resolution History.

• The Status list runs from Dispatched through Cancelled, and the grid only ever shows jobs in that range. Scheduled and Confirmed work does not appear here — use the Schedule module’s History tab for those.

The Service Ops History tab.

5.6 Today’s Service tab

Today’s Service is a planning view that pulls together, for a single day, every part each job needs and what each technician has to carry — useful first thing in the morning for staging parts and briefing the field team. Choose a Date (it defaults to today) and a Site, then click Refresh. A count of the services and technicians in view appears on the right, and the page is organized into two sections.

• Parts by Service — one card per job for the day. Each card names the account, with the location, the service(s), and the appointment number beneath it, then lists that job’s parts in a Part No / Item / Count table.

• Total Parts — a single highlighted card that rolls up every part needed across all of the day’s jobs, grouped by part number and summed, so the whole day can be pulled from stock in one pass.

• Daily Dispatch Summary by Tech — one card per technician, showing their dispatch number, with two columns: the services they are assigned that day, and the total parts they need to carry.

Print. Click Print for a paper-friendly copy to take to the parts room or hand to a technician. The printout drops the application chrome and starts the dispatch summary on a fresh page.

The Today’s Service tab.

6. Finding Accounts: Search & the Activity Page

The search box at the top of every screen lets you jump straight to a customer's full history without opening a module. It's the fastest way to answer “what has happened at this account?”

6.1 The search box

Click the search box in the top bar and start typing — after two characters, a dropdown lists matching results as you type. You can search by account (name, phone, or email) or by location (name, street, city, or ZIP). Each result is tagged Account or Location so you can tell which matched.

Selecting any result opens that customer's Activity page. (Choosing a location still opens the account it belongs to.) The search text clears and the box collapses once you make a selection; press Esc to dismiss the dropdown without choosing.

The top-bar search dropdown.

6.2 The Activity page

Activity is a full-screen view of one account's entire service history. It opens over your current work; the top bar title changes to Service Activity. Click Back (or open any module tab) to return exactly where you were.

The Activity page for an account.

Header

The top of the page shows a Street View image of the primary location alongside the account details — site, phone, email, location, address, and on-site contact. If no street imagery is available for the address, the panel simply reads “Street view unavailable.”

Service history

Below the header is every appointment for the account, most recent first. Each row shows the appointment number, a status badge, date and time, location, services, technician, and the job total. The View button opens the printable Service Order for that job (the same document used elsewhere in ServiceNet).

Drilling into a job

Click any history row to expand it. The detail view shows three things for that appointment:

• Process History — a timeline of every status the job moved through (scheduled, dispatched, in progress, and so on), with the date, who made the change, and any notes or issue flags.

• Service Report — the work-item checklist for each service, showing which items were completed and the technician's recorded responses.

• Photos — any photos captured during the job; click one to open it full size.

7. Inventory Module

The Inventory module tracks parts across your sites. Every movement is recorded as a transaction so quantities always reconcile. Each tab corresponds to a kind of movement.

7.1 Tabs at a glance

7.2 Everyday tasks

Adding or editing a part (Stock tab)

1. On the Stock tab, click Add (or Edit on an existing row).

1. Fill in the part details and the site it belongs to.

The Stock tab.

Editing a stock record.

2. Click Save. To remove a part, use Delete (if your role allows it).

Receiving stock

On the Receive tab, record the parts arriving against their purchase order. Saving increases the on-hand quantity at the receiving site.

The Receive tab.

Adjusting a count

On the Adjustment tab, enter the corrected quantity and a reason. Use this for cycle-count corrections rather than editing stock directly, so the change is captured as a transaction.

Returning to a vendor (RMA)

On the RMA tab, record parts being sent back to a vendor. This decreases stock and is logged as a vendor-return transaction.

7.3 The Services log

The Services tab is read-only — it shows every part movement caused by service jobs, filtered by site, search term, and date range (default: the last three months to today). Columns include date, part number and name, the appointment number, quantity, Reason, and notes.

Reading the pair: A dispatched job that is later abandoned shows two rows for the same part and appointment — a −1 (Dispatched) and a +1 (returned) — so the net effect on stock is zero. This is the normal, expected pattern.

The Services log.

7.4 Refresh and Excel

Every Inventory tab has a Refresh button (reloads the list with your current filters) and an Excel button (downloads the current filtered view as a spreadsheet). On the Services tab, the Excel download includes the Reason column shown on screen.

8. Notifications Module

ServiceNet sends notifications as jobs move through their lifecycle — for example when an appointment is confirmed, dispatched, finished, rescheduled, or cancelled. Notifications reach the right people two ways: in-app messages for staff, and emails for customers.

8.1 Inbox tab

Your in-app messages. Each row shows priority, type, the originating page, the message, the recipient, and the date/time. Unread items are highlighted with a dot.

• Filter by user, type, read/unread, and page using the toolbar drop-downs.

• Read — click Read on a row to mark it read, or Mark All Read to clear everything for the selected user.

• Delete — remove a notification from the inbox with the ✕ button.

• Refresh — reloads the inbox and updates the unread badges shown on the menu and tabs.

8.2 Log tab

A delivery history across both channels — in-app and customer email/SMS. Use it to confirm something went out or to investigate a failure.

• Filter by type, channel (In-App / Email / SMS), status (Pending / Sent / Failed), and a date range.

• Status badges show where each item stands; a failed item shows its error underneath.

• Retry — for a failed customer notification, click Retry to queue it again for sending.

• Refresh — reloads the log with your current filters.

The Notification Log tab.

8.3 Notification Types and recipients

Administrators define notification types (the events that generate messages), each with a channel, template, priority, and the originating page/tab. Each type is mapped to the roles that should receive it, so the right staff are notified automatically. Customer-facing types (such as Confirmed, Cancelled, Rescheduled, and Completed) also queue an email to the customer.

8.4 Preferences

On the Preferences tab you can turn individual notification types on or off for yourself. If you have never set a preference for a type, you receive it by default; turning a type off stops future in-app messages of that type for your account without affecting anyone else.

9. Configuration Module

The Configuration module is the system-administration hub, available only to users with the right permissions. It has five tabs — Sites, Roles, Permissions, Pages, and Users — that together define the locations, access control, page structure, and user accounts the rest of ServiceNet relies on.

9.1 Sites tab

Sites are the physical or logical locations (headquarters, regional office, warehouse) used throughout ServiceNet to assign users and technicians. The grid lists each site's code, name, type, location, contact, sort order, and status.

Click Add Site to create one; the modal is grouped into Basic Info (Site Name and Site Code are required, plus type, sort order, status, and description), Contact (names, phones, email, website), and Address (street, city, state, ZIP, timezone). Click the site name or Edit on any row to change it. Deleting a site (from the Edit modal) is permanent and also removes every user-site assignment linked to it — confirm no users or technicians are assigned first.

Configuration — Sites.

9.2 Roles tab

Roles drive access control via the Permissions tab. The grid shows role name, description, sort order, and status. Click + Add Role to create one (name, description, sort, and Active/Inactive status), or the role name / Edit Role to change it. Deleting a role permanently removes it and all of its permission assignments, immediately revoking those permissions for any user assigned to that role.

9.3 Permissions tab

Permissions is the primary access-control screen: it controls which pages, tabs, and actions each role can use. A role list sits on the left (with a search box); selecting a role loads its page/tab/action tree on the right with On/Off toggles.

Permissions are structured in three levels, each with its own toggle:

Expand a page with its chevron and a tab with its expand button to reach the actions. Changed items are highlighted in amber. Use Select All / Clear All to grant or revoke everything for the role at once. When anything changes, Review & Save activates and shows a summary of what moved On or Off; Confirm & Save applies it, Discard reverts. Saving requires the Permissions ReviewSave permission — others can view but not modify.

Configuration — Permissions.

9.4 Pages tab

The Pages tab is the registry of every page, tab, and action in the system — the structure the Permissions editor draws from. It is intended for system administrators only; incorrect changes can break page access for everyone.

The grid is hierarchical (Page → Tab → Action). Add Tab on a page row sets the tab's internal name (used in code), its display label, and sort order. Add Action on a tab row sets the internal action name used in permission checks (for example Schedule.Assign.AddAppointment), a human-readable label, and an optional server method. Click any tab or action name to edit or delete it; deleting a tab also removes all of its actions.

This is the same registry the rest of the system reads when wiring up a new tab or action — for example, the Service Request tab in Schedule and its review/convert/decline actions are registered here.

9.5 Users tab

The Users tab manages user accounts — creating them, editing profiles, assigning roles and sites, uploading photos, resetting passwords, and deleting accounts. A user search sits on the left (by first/last name, username, or email); selecting a result loads the full profile in the editor.

Adding and editing users

1. Click + Add User and fill in the dialog — First Name, Last Name, Email, and Username are required; phone, an MFA toggle, primary role, primary site, and status are optional. Turning on MFA means that user must enter an emailed verification code each time they sign in (see Signing in in Getting Started).

1. Click Register. The user appears in search immediately.

2. To edit, select the user and change any section — Basic Information, Profile Photo (JPEG/PNG, if permitted), Roles (toggleable chips, multiple allowed), and Sites (toggleable chips). Any change activates Review & Save; confirm to apply or Discard to revert.

Resetting a password

With a user loaded, click Reset Password and confirm. ServiceNet generates a secure reset link valid for 15 minutes, emails it to the user's registered address, and sets a flag requiring them to set a new password at next login. A result dialog reports Success (email sent) or Warning (email couldn't be delivered — the flag is still set). If the user has no email on file, the reset can't be sent, so set a valid email first.

Deleting a user

Click Delete in the user editor and confirm. This permanently removes the account and all of its role and site assignments; it cannot be undone.

Configuration — Users.

9.6 Permissions reference

10. Reports Module

The Reports module brings together read-only reports from across ServiceNet. It has one tab per area — Schedule, Service Ops, Inventory, Assurance, Service & Parts, Notification, Reference Data, and Audit — and apart from Audit, every tab works the same way, so once you've run one report you know how to run them all.

10.1 How every report tab works

Each tab is split into a list of available reports on the left and a working area on the right.

1. Pick a report from the list on the left. Its title and a one-line description appear at the top of the working area.

1. Set the filters shown for that report. Most reports offer a date range and a site; some add their own filter (a technician, a type, or a status). Reports that simply list reference data have no filters at all.

2. Click Run. The results fill the table, and a totals row at the bottom sums the numeric columns.

3. Click Excel to download exactly what you see, with the filters you applied, as a spreadsheet file.

Permissions. As elsewhere in ServiceNet, your role controls what you can see. Reports you don't have access to simply don't appear in the list, and the Excel button is hidden if you can't export. If a tab shows “No reports available,” your role hasn't been granted any reports on that tab — ask your administrator.

Reports — Technician Utilization.

10.2 Schedule reports

Reports about appointments, technician workload, customer requests, and sales.

• Appointment Summary — appointment counts by status for the period.

• Technician Productivity — jobs, service hours, and revenue per technician.

• Technician Utilization — booked jobs against available capacity, with a utilization percentage per technician.

• Service Request Funnel — customer requests by status, with each status's share of the total.

• Sales by Period — sale net, tax, and total grouped by month.

10.3 Service Ops reports

Reports about the active life of jobs in the field.

• Jobs by Stage — appointment counts by current status.

• Exceptions Summary — counts of no-show, unable, cancelled, and reschedule outcomes.

• Issue Flags — flagged service items per primary technician.

10.4 Inventory reports

Reports about stock levels and parts movement.

• Stock on Hand — quantity, min/max, and a low-stock flag per part. Filter by part type, or show low-stock items only.

• Inventory Ledger — transaction count, total quantity, and value by transaction type.

• Parts Usage by Job — parts consumed on jobs (issued to appointments), by part.

10.5 Assurance reports

Reports about quality review and sign-off.

• Assurance Pipeline — jobs at each QA stage (Finished, Assurance, Completed).

• Sign-off Throughput — jobs signed off to Completed per month, with revenue.

• Flagged Issues — finished or in-assurance jobs carrying an issue flag, by technician.

10.6 Service & Parts reports

Reports about the service catalog and parts.

• Service Catalog — services with type, hours, price, and how many parts each one uses.

• Service BOM — the parts required for each service, with quantity and line cost.

• Most-Used Services — services ranked by how often they're sold, with quantity and revenue.

• Parts Catalog — all parts with type, unit, and price.

10.7 Notification reports

Reports about notifications sent to staff and customers.

• Notifications by Type — volume by notification type, channel, and priority.

• Delivery Status — customer send outcomes (sent, pending, failed) by channel.

• Read Rate — in-app notifications delivered versus read, with a read rate per type.

• Failed Deliveries — a detailed list of customer notifications that failed to send, with the error.

10.8 Reference Data reports

Listings of the system's base data — useful for review and audits. These reports have no filters; just pick one and click Run.

• Pages — application pages with area, sort order, and tab count.

• Roles — security roles with description and assigned user count.

• Permissions — every tab action by area and tab, with how many roles grant it.

• Sites — operating sites with type, location, and status.

• Users — system users with contact details, status, and role count.

• Accounts — customer accounts with type, status, and location count.

• Account Locations — service locations per account, with contact and route.

10.9 Audit

The Audit tab is the one report tab that doesn’t use the left-hand report list. Instead it shows a single, searchable log of every database action ServiceNet has recorded — who did what, when, and from where. It’s intended for administrators reviewing activity or tracing a change.

Each row lists the time, the area, class, and method of the action, the user who performed it, and the originating IP address. Because a single action can involve a long SQL statement, the detail is kept out of the grid: click Detail on any row to open a window showing the full statement and its parameters.

Narrow the log with the Area filter, the date range (which defaults to the last seven days), and the search box, which matches on the method, class, or the SQL itself. Results are paged fifty at a time, with page controls at the foot of the table. Refresh reloads the current view, and Excel exports the filtered log — full SQL and parameters included — as a spreadsheet.

Two permissions govern the tab: Report.Audit.View controls access to the tab itself, and Report.Audit.Export controls the Excel button. As with the other report tabs, if your role grants neither, the tab won’t appear.

Reports — the Audit log.

11. Assurance Module

Assurance is the quality-review stage that follows Service Ops. When a job is marked Finished, it moves here for a final check before it is signed off as Completed and made ready for invoicing. The module opens on the Assurance tab, with Review, Issues, and Resolution tabs alongside it.

11.1 Assurance tab

This tab lists the jobs waiting for sign-off, filtered by site. Each row shows the appointment number, date, time, site, account and location, services, technician(s), and amount, along with View, Approve, and Cancel buttons.

The Assurance tab.

View opens the job’s Service Order so you can check the work and the pricing before you decide.

Reviewing the Service Order before sign-off.

Approve opens a short confirmation where you can add notes and sign the job off; approving completes the job. Cancel closes the job out of assurance.

Approving a job to complete it.

11.2 Issues tab

The Issues tab collects finished jobs that a technician flagged with a problem during the visit, filtered by site. Each row shows the appointment number, date, time, site, account and location, services, technician(s), and amount.

The Issues tab — a flagged job elevated to In Progress.

Three actions sit on each row. View opens the job’s Service Order so you can check the work. Reschedule Request raises a request to revisit the job, and Sign Off completes it once the problem has been handled.

When a flagged job needs more than a quick fix, Elevate turns it into a tracked issue the team can work over time. Pick a priority — Normal, High, or Critical — and, optionally, an assignee, then add a short description (the technician’s flag note is filled in for you). The issue then appears in the Resolution tab.

Once a job has been elevated, a colored status pill — for example “▲ In Progress” — appears beneath its appointment number and the Reschedule Request button is hidden, because the issue is now managed in Resolution. Click the pill at any time to view the issue’s full history without leaving the Issues tab.

11.3 Resolution tab

Resolution is where elevated issues are tracked from open through to closed. Filter the list by site, by status, and by a date range that defaults to the last three months. Each row shows the issue’s priority, appointment number, account and location, site, assignee, the date it was opened, and its current status; the most urgent issues sort to the top.

The Resolution tab.

View opens the issue. The panel shows the job’s context, the original description, any recorded resolution, and a complete history of everything that has happened to the issue. If you have permission to manage issues, you can change the status, set the priority, assign an owner, and add a note or resolution — every change is written to the history.

An issue moves through four statuses — Open, In Progress, Resolved, and Closed — and a resolved or closed issue can be reopened when work needs to continue. One rule applies: once the underlying appointment has been signed off (Completed), its issue can no longer be reopened.

11.4 Review tab

Review shows jobs that have already been reviewed, so you can look back over completed sign-offs.

12. Service & Parts Module

Service & Parts is the catalog behind every job: the services you offer, the checklist items that make up each service, the parts those services use, the promotional discounts you run, and the vendors you buy from. This is separate from the Inventory module — Inventory tracks on-hand quantities, while Service & Parts defines the catalog itself. It has five tabs.

12.1 Services tab

The list of services a customer can be booked for. Columns show the service number, name, type (for example Maintenance, Replacement, or Installation), description, standard hours, price, cost, and how many parts are attached. Use + Add Service or Edit to maintain them.

Service & Parts — the Services catalog.

12.2 Service Items tab

Service items are the work-item checklist building blocks that make up a service. Each item has a number, a type, a name and description, an input type (Text or Checkbox), whether it is required, a sort order, hours, and an active flag. These are what a technician completes when submitting a job for review.

Service & Parts — Service Items.

12.3 Parts tab

The parts catalog. Columns show the part number, name, model number, specification, type (Part, Consumable, or Remnant — with BOM parts marked), unit, price, and cost. Search by name or number, filter by type, or tick BOM only. + Add Part or Edit opens the part editor.

Service & Parts — the Parts catalog.

The editor holds the part number, name, model number, part type, unit, specification, price, and cost.

Editing a part.

12.4 Promotion tab

Promotions are discounts you can apply to jobs. Each one has a code, name, description, an active date range, a discount unit ($ or %), what it applies to (All or Service Only), and a status. + Add Promotion or Edit opens the editor.

Service & Parts — Promotions.

In the editor you set the promotion number, status, name, description, the from/to dates, the discount unit and value, and what the discount applies to.

Editing a promotion.

12.5 Vendors tab

Your suppliers. Columns show the vendor number, name, type (Supplier, Manufacturer, Distributor, or Service Provider), contact, email, and status. Use + Add Vendor or Edit to maintain them.

Service & Parts — Vendors.

13. Financial Module

The Financial module is the accounts-receivable side of ServiceNet. Once a job has been signed off as Completed in Assurance, it is ready to be invoiced and collected here. Every movement of money is recorded against the account as a transaction, and each transaction is stamped with an automatically generated document number in the form yyyy-NNNNNN (for example, 2026-000001), so balances always reconcile and any entry can be traced. The module has five tabs: Ready to Post, Received, Receivable, Ledger, and Adjustments.

13.1 Ready to Post tab

Ready to Post lists completed, invoiced jobs that have not yet been posted to the ledger. Each card shows the sale number and site, the account, the appointment and its date, the service address, and the sale total, with a Post button. Filter by site and use Refresh to reload.

Clicking Post opens a window listing the job’s line items (services and parts) with a Sum of Sales, an optional Credit you can apply, and the resulting Net to Post. Confirm with Post to record the charge; the job then leaves this list and appears in the Ledger.

Financial — the Ready to Post tab.

Posting a completed job.

13.2 Received tab

Received lists posted invoices that still carry an outstanding balance. Each card shows the sale, account, and appointment, the amount posted and the amount paid so far, and the balance due, with a Receive button. Filter by site, search by account, sale, or appointment, and export the list with Excel.

Clicking Receive opens a payment dialog showing the Balance Due. Enter the Amount (it defaults to the full balance), choose the Method (Cash, Check, Money Order, Credit Card, ACH / Bank Transfer, or Other), and optionally record a Check / Ref No and the Payment Date. Save with Receive. When a payment clears the balance, the invoice is marked paid and drops off the list.

Financial — the Received tab.

Receiving a payment.

13.3 Receivable tab

Receivable is an aging summary of what each account owes. Every row shows the account, its phone, and the balance broken into Current, 31–60, 61–90, and 90+ day buckets, with a Balance column and a totals row at the foot of the table; amounts in the 90+ bucket are highlighted. By default only accounts with a non-zero balance are listed — tick All accounts to include settled ones as well. Filter by site, search by account, reload with Refresh, and export with Excel.

Aging is measured from each transaction’s date rather than by applying payments to the oldest charges first, so it is a straightforward view of how old a balance is.

Balance Transfer. When an account carries a balance, its row shows a Transfer button for moving that balance to another account — useful when a charge was billed to the wrong account or when two accounts are being consolidated. Clicking it opens a dialog showing the source account and its current balance. Search for and select the destination account, enter the Amount (it defaults to the full balance), and provide a Memo, which is required so the reason is always on record. Confirming the transfer posts two linked transactions — a credit that reduces the source account’s balance and a matching debit that raises the destination account’s — each with its own document number. Both appear in the Ledger as the Balance Transfer type.

Financial — the Receivable aging summary.

13.4 Ledger tab

The Ledger is the complete record of every financial transaction. Its columns show the date — with the transaction’s document number shown just beneath it — along with the account, sale, type, method, debits, credits, reference number, and memo. Narrow the view by site, by date range (which defaults to roughly the last three months), by transaction type (Invoice / Charge, Payment, Credit Memo, Adjustment, Write-off, Refund, Void, or Balance Transfer), or by searching across account, sale, memo, and reference. Results are paged fifty at a time, with page controls beneath the table. Refresh reloads the list and Excel exports it.

Where your role allows it, a Void button reverses a transaction; a voided entry is excluded from all balances.

Financial — the Ledger tab.

13.5 Adjustments tab

Adjustments records manual changes to an account’s balance that are neither a normal charge nor a payment — credit memos, write-offs, refunds, and general corrections. The tab lists adjustments with their date (with the document number shown beneath it), account, sale, type, debits, credits, and memo. Use the date range to choose the period — it defaults to roughly the last three months — and the results are paged fifty at a time, with page controls beneath the table.

Click + New Adjustment to open the dialog. Search for and select the Account, choose the Type (Credit Memo, Write-off, Adjustment, or Refund), enter the Amount, optionally tie it to a Sale No (leave blank for an account-level adjustment), and add a Memo explaining the reason. A line beneath the form states how the entry will affect the balance — for example, a credit memo reduces the account balance. Click Create to post it.

Financial — the Adjustments tab.

Creating a new adjustment.

13.6 Permissions

14. Dispatch Mobile App

ServiceNet includes a mobile companion for field technicians — a phone-sized web app reached at the /dispatch address. It runs as its own self-contained app, separate from the office workspace, and is built for a phone held upright. A technician signs in with their normal ServiceNet account and works the day from three simple screens: Get Ready, Start Service, and Wrap Up.

The first time the app is used it asks permission to use the device’s location. Allowing it lets the office follow field progress through the day; the app keeps working if it is declined, but no location is recorded.

14.1 Signing in

The app opens to a sign-in card branded with your company name and the line ServiceNet field app. Enter your username and password — the same credentials you use for the main system — and tap Sign in. The screen is locked to portrait orientation, so it always presents the same upright layout however the phone is held.

Dispatch — signing in.

14.2 The main menu

After signing in you land on the home menu. The dark header shows your name, today’s date, and your profile photo. Three cards lead into the day’s work: Get Ready (review jobs and the parts to carry), Start Service (begin today’s dispatch), and Wrap Up (a tally of parts dispatched and returned today). A Log out button is pinned at the bottom of every screen.

This is also where the location prompt appears on first use; allow it so your progress is visible back at the office.

Dispatch — the main menu.

14.3 Get Ready

Get Ready is a pre-trip checklist for the van. A Parts to carry panel at the top sums every part needed across all of today’s jobs, with a running total beside each one, so you can load everything in a single pass. Beneath it, each job is listed with its account, service location, the service to be performed, and that job’s own parts. Use this screen before you leave to make sure nothing is missing.

Dispatch — Get Ready.

14.4 Start Service — the job list

Start Service lists the day’s appointments assigned to you, each as a card showing the account, service location, the service, the scheduled time, and the appointment number. A colored status pill on each card tells you where the job stands — Dispatched, In Review, and so on. Tap any card to open that job.

Dispatch — the Start Service job list.

14.5 Working a job

Opening a job shows its full detail: account, current status, the service location address, the service, and the parts to be installed. The buttons at the bottom change to match the job’s status. A Dispatched job offers Start, No Show, and Unable. Tapping Start marks the job In Progress; No Show and Unable each ask for a short reason and then return that job’s parts to stock automatically.

Once a job is In Progress the buttons change to Report (to file the service report), Unable, and Cancel In Progress — the last of which steps the job back to Dispatched if you started it by mistake.

Dispatch — working a job.

14.6 The Service Report

When the work is finished you file a Service Report. Work Items lists each step, grouped by service; required steps are marked, and some ask for a typed response such as a serial number. Check off the items you completed and fill in any responses. Below the checklist you can record any parts returned, attach photos (taken with the camera or chosen from the device), and, if something went wrong, flag an issue and add notes.

Submitting the report moves the job to Pending Review so the office can sign it off, and any returned parts go back to stock.

Dispatch — the Service Report.

14.7 Wrap Up

Wrap Up is an end-of-day parts reconciliation. A summary card at the top totals everything Dispatched against everything Returned across all of today’s jobs, and a By Job breakdown lists each job’s dispatched and returned parts alongside its account, address, and status. The screen is read-only — a quick way to confirm the parts on the van balance before you call it a day.

Returns are counted only when they happen after the most recent dispatch of a part, so a part that was returned and then sent out again correctly shows as still out.

Dispatch — Wrap Up.

15. Quick Answers