Core terms

Overview

This page defines common Service Pass records, roles, processes, and field operation terms. Your organization can configure field names, button labels, and visibility. When the UI differs, follow the content available for your account and work order.

Business records and processes

Term	Definition
Service request	A service need submitted by an end user or another channel. Customer service usually reviews it first.
Work order	A business record for the issue, customer, equipment, assignees, service history, and process progress.
Business type	A category such as repair, installation, or maintenance. It determines available fields, layouts, or processes.
Process stage	A processing stage such as intake, assignment, acceptance, or field service.
Assignee	The role or person assigned to the current stage or action. Processes and permissions determine the assignee.
Service resource	A service group, engineer, service provider, or provider engineer that can perform a service task.

Service roles

Term	Definition
Administrator	Configures the Service Pass application, permissions, work orders, processes, resources, and portals.
Dispatcher	Assigns enterprise-level work orders to configured service groups, engineers, or external service providers.
Service group dispatcher	Assigns work orders within the current service group, usually to its engineers.
Engineer	Performs field service, inspections, reports, or evaluation-related actions for internal work orders.
Service provider dispatcher	Manages work orders and assigns provider engineers within an external service provider.
Service provider engineer	Performs assigned field service tasks for a service provider.
End user	Submits service requests or work orders, tracks progress, and signs or evaluates service.

Field operations

Term	Definition
Standard operating procedure (SOP)	A field service task template made of procedures and actions. Engineers follow the prompts on the page.
Procedure	A stage in an SOP. It can include actions, assignees, and optional check-ins.
Action	A task within a procedure, such as editing a record, creating a related record, or completing an inspection group.
Inspection group	A field inspection task made of inspection items. It records inspection results.
Work order check-in	An App capability that records arrival, departure, or completion with location, time, and optional photos. Procedure check-ins are unavailable on Web.
Service report	A report record summarizing work order or equipment service results. You can generate it from a template and request a signature.
Service evaluation	Customer feedback about the service process or quality.
Customer follow-up	A post-service contact and recording task performed by a follow-up agent.
End-user portal	Entry points where end users register, sign in, submit needs, track work orders, and receive notifications.

Action states

Term	Meaning	Effect
Save	Saves data entered in the current form or action.	Does not complete the procedure or process stage.
Submit	Sends the current form or record to the system for the configured next action.	Validation and process settings determine whether the record advances.
Complete	Submits completion for the current task, procedure, or SOP.	The system can validate required actions, prerequisites, and completion criteria.
Accept	Confirms that an engineer accepts an assigned task.	Appears only when the process includes an acceptance stage.
Reject	Declines the current task.	The process returns it upstream or sends it for reassignment.
Transfer or reassign	Assigns the task to another service group or engineer.	Role, permissions, and process settings determine available targets and buttons.

Platforms and release maturity

Term	Definition
Web	The browser-based Service Pass interface. It differs from the App in mobile interaction and check-in support.
App	The mobile Service Pass interface. It supports field check-ins when configured.
New	A version that source materials identify as replacing or enhancing an older feature. It is not enabled automatically for every organization.
Beta	A feature in testing or limited release. Confirm its audience, availability, and stability separately.
Phased rollout	A feature available only to selected organizations, accounts, or scenarios. Do not treat it as a default feature.
Legacy	A retained feature that has a newer version or replacement. Confirm your organization's active mode before use.
Retired	A feature no longer recommended for new configuration or use. Existing data and processes can require migration or compatibility handling.

Related topics

• Field service processes and roles
• Latest updates
• Work order status and process rules
• Roles and permissions reference
• Perform standard field operations
• Administrator quick start