Zoho FSM | Configure Field Service Process

Transaction Settings

Permission RequiredOther Settings

You can toggle the availability of certain features in Zoho FSM. This allows you to determine whether a certain feature should be available to the user or not. You can find these feature controls at Setup > Field Service Settings > Transaction Settings.


Round off currency values

Use the toggle switch for Allow roundoff for transactions to round the Grand totals in transactions to the nearest whole number. This will be applicable to currency values.


Password Protect Exported Files

If you enable Password protect exported files, then you will have the option to add a password to the files you export from the following places:
  1. Export Data from Zoho FSM (Setup > Data Administration > Data Export)
  2. Export a Zoho FSM report
  3. Email a Zoho FSM report as an attachment

Enforce Location Sharing For Mobile Check-In

If you enable Mobile App Check-In Preference, users cannot check-in to the mobile app without providing the location permission.

 


Appointment Scheduling Preferences

Mentioned below are the feature controls for appointment scheduling.

Field Agent Appointment Confirmation

Refer to this page for details.

Allow Overlapping Appointments

If you enable this, you will be allowed to schedule overlapping appointments. From the Allow overlapping dropdown, choose a value and click Save [ ]. You can choose whether a warning message is shown when creating an overlapping appointment.

What are overlapping appointments?

Ordinarily, in Zoho FSM, you will not be allowed to schedule/dispatch an appointment for a service resource/equipment between a given Scheduled Start Date Time and Scheduled End Date Time if it overlaps with the scheduled/actual times of any of its existing appointments. However, with the transaction setting Allow Overlapping Appointments, you can schedule/dispatch appointments for service resources/equipments even with overlapping timings.
 
If you choose Allow overlapping With Warning, then you will be shown a warning message with the list of appointments which have conflicting schedules with the one you are trying to schedule/dispatch. Click Continue to proceed.


 
In the Service Appointment Details page, click on the Info [ ] icon to view the details of the service appointments that have conflicting schedules with this appointment. The number next to the icon indicates the number of appointments with which this appointment has conflicting schedules. Hover over the service resource/equipment names to see who has conflicting schedules. Their name will be encircled in red, and the Info [ ] icon shown next to their name.



In the Dispatch Console, the overlapping appointments will be shown with a dotted outline.


 
In the Service Appointment List page, you can use the FSM List Views Overlapping Service Appointments, and My Overlapping Service Appointments to filter out the overlapping appointments.

Minimum Interval for Next Appointment (Ongoing) 

If you enable this, you can set the time interval that should be maintained between an appointment that you want to schedule for a service resource/equipment and any ongoing appointment of the service resource/equipment.
 
This time interval will be considered from the Scheduled End Date Time of the ongoing appointment or the current time (the Zoho FSM Org timezone will be considered), whichever is latest.

Example
 
Consider that the time interval set is one hour. An appointment is scheduled from 11:00 am to 11:30 am to Lori Ross. The appointment was started at 11:05 am. At 11:15 am, if you try to schedule another appointment for Lori Ross, the latest that you can schedule the appointment for is at 12:30 pm (11:30 am + 1 hr). However, if you try to schedule an appointment for Lori Ross at 11:45 am, the latest that you can schedule the appointment for is at 12:45 pm (11:45 am + 1 hr).

Note: Any interval set here will not be considered if Allow Overlapping Appointments is enabled.

Automate Work Order Completion

There are two feature controls with which users can choose how to automate work order completion - Automatically complete a work order, Prompt to complete work order

Automatically complete a work order
If you enable this feature, the parent work order will be automatically completed when a service appointment is completed; provided the other service appointments of the work order are completed.

Prompt to complete work order
If this feature is enabled, each time the user tries to complete a service appointment, they will be given an option to complete the parent work order as well.

To complete the parent work order along with the service appointment using Prompt to complete work order:
  1. Navigate to Setup > Field Service Settings > Transaction Settings.
  2. Enable the toggle for Prompt to complete work order.
  3. Click Complete Work in the Complete Work overlay of a service appointment.
  4. In the confirmation message, select the checkbox Complete associated Work Order WOX? and click Proceed.
The parent work order will be marked as complete if all the other service appointments associated with the work order are also completed.



Note: Prompt to complete work order cannot be enabled if Automatically complete a work order is enabled.

Set Conditions For Service Appointment Completion

There are two feature controls using which you can stipulate the conditions for completing a service appointment - Service Report required for SA completion, Jobsheets completion required for SA completion.
 
Service Report required for SA completion
If you enable this setting, creation of a service report will be mandatory for completing a service appointment. When you attempt to complete a service appointment, you will be prompted to create a service appointment. Click Create Service Report in the popup message and proceed to create a service report. Once the service report is created, click Continue.


 
Jobsheets completion required for SA completion
If you enable this setting, completing the job sheets, if any, will be mandatory for completing the service appointment. When you attempt to complete a service appointment, you will be prompted to complete the job sheets. Click Create Service Report in the popup message and proceed to completing the job sheets. Once all the job sheets are completed, click Continue.


Auto Stop Time Sheets

By default, all open time sheets are set to automatically stop at 11:59 pm of the Zoho FSM Org timezone. Refer to this page for details. You can use the transaction control Auto Pause under Time Sheet to modify the predefined Auto Pause Time. Click on the Edit [] icon, enter a new time, and click Save []. You can also use this control to disable the auto stop of time sheets.


Allow Overlapping or Concurrent Timesheet Entries

What is this setting for?
 
When you enable Allow Overlapping or Concurrent Timesheet Entries, you can create a new time sheet for a service resource when there is already an open time sheet for it. You will be able to create or edit time sheets such that they have overlapping timings for the same service resource. This can be for the same or different service appointments.
 
When should it be used?
 
This will allow field technicians to log time for simultaneous repairs or tasks they have to perform within the same visit. They can log time for multiple appointments they might have to work on within the same visit.
 
Scenario I: A plumber is called to fix a dripping faucet, a running toilet, and a shower diverter valve in the same bathroom.
 
Simultaneous Tasks:
  1. Allowing sealant on the faucet to dry while moving on to the other tasks.
  2. Repairing the toilet flush mechanism while replacing the diverter valve.


How does this work?
 
In this case, the technician creates a time sheet when they start working on repairing the toilet flush mechanism. Simultaneously, when they start a time sheet for fixing the dripping faucet, they will be shown a dialog box with the details of the existing time sheet. The field technician can click Proceed to create a new time sheet.


 
Scenario II: A technician may be performing routine preventative maintenance while being called for an emergency repair in the same facility.
 
Simultaneous Tasks
  1. Continuing preventative tasks while managing the urgent repair request.
  2. Logging progress on both the preventative maintenance and the emergency task, ensuring that both are fully documented and resolved.
How does this work?
 
In this case, the technician can work on two appointments, one for preventative maintenance (AP-88) and another for the repair (AP-89) with overlapping time sheet entries. The field technician needs to click Proceed to create overlapping time sheets.


Estimate approval through email

When you enable Estimate - Email Approval, the estimate email sent to the customer will have the options to accept or reject it.

When you send the estimate to the customer, they will receive the estimate details with the options to accept or reject it. Using the transaction setting Expiry Time for Email Approval Link, you can set the duration until which these accept/reject options should remain valid. To set the duration, enable this transaction setting, enter a new value for Set Expiry Time (Days), and click Save []. You can set the duration from 1 to 30 days.
 
If this transaction setting is disabled, then the default of seven days will be considered as the expiry time.

Hide Attachments During Service Report Creation

When you enable Hide Attachments, the Attachments field in the Technician Feedback step of the Create/Edit Service Report wizard will not be displayed.


Remove Customer Signature

Ordinarily, in Zoho FSM, the customer signature in the service report will be removed when you edit it. By default, the transaction setting Remove Customer Signature will be enabled. However, if you disable the transaction setting Remove Customer Signature, the customer signature in the service report will not be removed when you edit it.

      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        Access your files securely from anywhere

          Zoho CRM Training Programs

          Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

          Zoho CRM Training
            Redefine the way you work
            with Zoho Workplace

              Zoho DataPrep Personalized Demo

              If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

              Zoho CRM Training

                Create, share, and deliver

                beautiful slides from anywhere.

                Get Started Now


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION







                              Quick LinksWorkflow AutomationData Collection
                              Web FormsEnterpriseOnline Data Collection Tool
                              Embeddable FormsBankingBegin Data Collection
                              Interactive FormsWorkplaceData Collection App
                              CRM FormsCustomer ServiceAccessible Forms
                              Digital FormsMarketingForms for Small Business
                              HTML FormsEducationForms for Enterprise
                              Contact FormsE-commerceForms for any business
                              Lead Generation FormsHealthcareForms for Startups
                              Wordpress FormsCustomer onboardingForms for Small Business
                              No Code FormsConstructionRSVP tool for holidays
                              Free FormsTravelFeatures for Order Forms
                              Prefill FormsNon-Profit
                              Intake FormsLegalMobile App
                              Form DesignerHRMobile Forms
                              Card FormsFoodOffline Forms
                              Assign FormsPhotographyMobile Forms Features
                              Translate FormsReal EstateKiosk in Mobile Forms
                              Electronic Forms
                              Drag & drop form builder

                              Notification Emails for FormsAlternativesSecurity & Compliance
                              Holiday FormsGoogle Forms alternative GDPR
                              Form to PDFJotform alternativeHIPAA Forms
                              Email FormsEncrypted Forms

                              Secure Forms

                              WCAG

                                      Create. Review. Publish.

                                      Write, edit, collaborate on, and publish documents to different content management platforms.

                                      Get Started Now






                                                        You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                            Manage your brands on social media

                                                              Use cases

                                                              Make the most of Zoho Desk with the use cases.

                                                               
                                                                

                                                              eBooks

                                                              Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

                                                               
                                                                

                                                              Videos

                                                              Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

                                                               
                                                                

                                                              Webinar

                                                              Sign up for our webinars and learn the Zoho Desk basics, from customization to automation and more

                                                               
                                                                
                                                              • Desk Community Learning Series


                                                              • Meetups


                                                              • Ask the Experts


                                                              • Kbase


                                                              • Resources


                                                              • Glossary


                                                              • Desk Marketplace


                                                              • MVP Corner

                                                                Zoho Sheet Resources

                                                                 

                                                                    Zoho Forms Resources


                                                                      Secure your business
                                                                      communication with Zoho Mail


                                                                      Mail on the move with
                                                                      Zoho Mail mobile application

                                                                        Stay on top of your schedule
                                                                        at all times


                                                                        Carry your calendar with you
                                                                        Anytime, anywhere




                                                                              Zoho Sign Resources

                                                                                Sign, Paperless!

                                                                                Sign and send business documents on the go!

                                                                                Get Started Now




                                                                                        Zoho TeamInbox Resources





                                                                                                  Zoho DataPrep Demo

                                                                                                  Get a personalized demo or POC

                                                                                                  REGISTER NOW


                                                                                                    Design. Discuss. Deliver.

                                                                                                    Create visually engaging stories with Zoho Show.

                                                                                                    Get Started Now









                                                                                                                          Wherever you are is as good as
                                                                                                                          your workplace

                                                                                                                            Resources

                                                                                                                            Videos

                                                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                            eBooks

                                                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                            Webinars

                                                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                            CRM Tips

                                                                                                                            Make the most of Zoho CRM with these useful tips.



                                                                                                                              Zoho Show Resources