01Projects and field service · module
Field service and dispatch
Service requests, technician visits, dispatch, route optimization and service reports
- Service case
- Service visit
- Visit item
- Daily route
- Service report
- Installation report
- Service order
- Service document
- Installation address
- Location
- 14
- capabilities
- 10
- record types
- 5
- automations
- 3
- integrations and AI tools
02What the module does
Less routine. More value.
Field service and dispatch manages service requests from intake and technician scheduling all the way to a signed service report. The dispatcher sees who is going where and in what order, the technician gets a daily route, and the customer signs the report on site. Once all visits are closed, the service case is ready for billing.
- One place for all service requestsCreate a service request as a customer visit, a field trip or internal work. All your service work stays in a single system of record.
- Service picks up where previous steps left offCreate a service case from a sales lead, a preventive maintenance plan, or an order installation. It builds directly on data already recorded in the system.
- First field visit created automaticallyWhen you save a field-trip request, the system automatically creates the technician's first visit. The dispatcher does not have to create it separately and can add further visits via an action only if needed.
- From ticket to visit without retypingA visit created from a ticket inherits the technician, customer and service case. Nobody has to copy ticket details by hand, and the technician starts with everything already known.
- Dispatcher sees both address and statusDispatch preparation adds a geocoded address with coordinates to the visit and determines its status. The dispatcher has all details in one place and immediately sees which visits are still unassigned.
- Visits wait when parts are on orderIf the service case has an open stock replenishment, the system sets the visit status to waiting for parts. The dispatcher immediately knows why a technician cannot be sent out yet.
- Stops ordered sensiblyRoute optimization takes a technician's visits for the day and sequences the stops from the starting point via Mapy.cz or Google. You do not have to piece the daily route together by hand.
- A technician's day on a single routeThe saved daily route shows the stop sequence, distance, driving time and return trip. Both dispatcher and technician know where to go, in what order, and how long the drive will take.
- No visit left half-finishedBefore completing a visit, the technician must complete a mandatory checklist, enter a work summary and minutes worked, and capture the customer's signature. The back office receives complete records every time.
- Service report ready on completionCompleting a visit generates a service report with labor, materials and photos. Nobody has to write it up afterward, and the office immediately sees what happened on site.
- Installations seen through to handoverCompleting an installation requires a pressure test and operator training. The system then generates an installation report, a handover report and an installed equipment record, giving you documented proof of handover.
- Completed records stay lockedBoth a completed visit and a signed installation report are locked so their records cannot be altered. If questions come up later, you can rely on what was actually confirmed on site.
- Reports in PDF and from scansPrint service reports to PDF and import scanned reports from a shared folder. Digital and scanned paper reports stay together in one system.
- Clear calendar view of visitsView service cases and visits on a calendar. See at a glance what is scheduled for any given day and easily spot open slots for new jobs.
03How it works
How it works step by step.
From request to field visit
You can create a service request manually, from a lead, from a preventive maintenance plan, or from an installation linked to a sales order. A request can be a customer visit, a field trip, or internal work. For a field trip, the system automatically creates the technician's first visit upon saving; you can add follow-up visits via an action. The visit inherits the customer, contact, addresses and description.
Read in detail
A visit created from a ticket inherits the technician, customer and service case from that ticket. You can make the service outcome (repaired, replaced, sent to supplier, rejected, monitoring) mandatory before completion.
Dispatch and route optimization
Dispatch preparation populates the visit with the date, customer, address and GPS coordinates, and sets its status: unassigned, scheduled, in progress, completed, waiting for parts, or cancelled. The system sets the status to waiting for parts whenever the service case has an open stock replenishment. Dispatch preparation can run automatically every time a visit is saved.
Read in detail
Route optimization takes all of a technician's visits for a given day, looks up missing coordinates via Mapy.cz or Google, orders the stops from the starting point, and saves the daily route with stop sequence, distance, driving time, return trip and road path. Each technician has one open route per day; running a new optimization overwrites it.
On-site execution and service report
The technician starts the visit and, before completing it, must confirm arrival and a functional test, fill in a work summary and minutes worked, and capture the customer's signature. Completing the visit generates a service report with labor, materials, photos, and arrival and departure times. A completed visit is locked, and its records cannot be edited or deleted.
Read in detail
Once all visits under a service case are closed, the case moves to the ready-for-billing status. An installation linked to a sales order has its own completion flow: it requires a pressure test and operator training, and generates an installation report, a handover report and an installed equipment record.
Documents and addresses
You can print the service report to PDF, and load scanned reports from a shared folder (SMB). Service documents are organized in folders. Customer installation addresses and locations—complete with arrival notes and coordinates—are tracked separately and also shared with the rental module. Service cases and visits include a calendar view.
04What runs automatically
Automations that save time.
First visit created on save
When you save a field-trip service request, the system creates the first visit. This automation is enabled by default, so the dispatcher does not start from an empty record.
Dispatch prepared on save
Every time a visit is saved, the system can run dispatch preparation. Because this setting is optional, your company decides whether to trigger it automatically.
Visit status is always clear
A visit is scheduled, in progress, completed, or cancelled. Its status updates automatically as the visit progresses—for example, when the technician starts or finishes it—so the dispatcher always sees the current situation.
Completed service queued for billing
As soon as all visits are closed, the service case moves to the ready-for-billing status. The office immediately sees what can be invoiced without having to ask technicians.
Rules react to status changes
A status change on a service case, visit, route or report fires an event that you can hook automation rules into. Your business can configure follow-up actions to match its own workflow.
External integrations
- Routes and addresses via Mapy.czUsing Mapy.cz, the system converts addresses into coordinates (geocoding) and calculates road routes. The technician gets a daily route mapped along actual roads.
- Routes and addresses via GoogleUsing Google, the system converts addresses into coordinates (geocoding) and calculates road routes. Your business can choose this provider to plan field visits as well.
- Scanned reports from a shared folderThe system imports scanned reports from an SMB shared folder. Paper reports you scan do not have to be uploaded to the system by hand.
05Frequently asked questions
Can Draivix optimize a field technician's route?
Yes. For a given technician and day, it sequences visits from the starting point via Mapy.cz or Google and saves the route with stop order, distance and driving time.
What must a technician fill in to complete a visit?
Arrival confirmation, a functional test, a work summary, minutes worked, and the customer's signature. Without them, the system refuses to complete the visit.
When is a service case ready for billing?
As soon as all of its visits are closed. The Service billing and preventive maintenance module then prepares the invoice from the minutes worked, travel and materials.
Can a visit be edited after completion?
No. A completed visit is locked, and its records cannot be edited or deleted.
Can the dispatcher tell when a visit is waiting for parts?
Yes. If the service case has an open stock replenishment, the visit receives the status waiting for parts.
- Service billing and preventive maintenanceInvoicing from field visits, technician van stock, preventive maintenance plans and SLA tracking
- Mobile app for field techniciansThe technician's phone: daily route, work orders, equipment, parts, signatures and van stock
- Asset management and bookingVehicles, tools and equipment tracking: bookings, maintenance, inspections and documents
- Mapy.cz: addresses, maps and routesAddress autocomplete, coordinates, map tiles and road routing powered by Mapy.cz
- Warehouse managementWarehouses, bin locations, goods receipts, issues, transfers and stocktakes built on an immutable movement ledger
- Companies, contacts and activitiesA single directory of companies and contacts, tasks, meetings, calls and AI meeting notes
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