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Service Module

The Service module (Service Management) tracks service interventions, plans technician trips, and manages service protocols. It tracks the entire lifecycle of a service case from reporting to resolution.

Key Concepts

Service Case (Service)

The main entity gathering all information about the service intervention.

  • Who: Customer (Account/Contact)
  • Where: Intervention Address (From/To Address)
  • What: Device (ProductSerial)
  • When: Planned date (Date Start/End)

Service Protocol (ServiceProtocol)

Record of work performed by the technician.

  • Items: Consumed material (linked to warehouse).
  • Works: Logged time and activities.
  • Attachments: Photo documentation, signed protocols.

Service Trip (ServiceTrip)

Travel costs and logistics tracking.

  • Route: Distance in km.
  • Costs: Shipping Cost.
  • Crew: Assigned technicians.

Process Overview

flowchart LR
    A[Report] --> B[Planning]
    B --> C[Trip]
    C --> D[Execution]
    D --> E[Closure]

    subgraph Entities
    A -.-> S[Service]
    B -.-> ST[ServiceTrip]
    D -.-> SP[ServiceProtocol]
    end

Documentation Structure

  • Usage - Guides for dispatchers and technicians.
  • Administration - Teams and permissions settings.
  • Reference - Field descriptions and data structures.