Configure Field Service Portal Settings

To access portal settings in your employee portal, select Admin > Portal Settings > Field Service. Then review or set up options in each of the following sections.

A System Admin must configure Field Service portal settings before you begin using this module.

General Configuration

SettingDescription
Allow Technicians to edit Service Site NotesIf enabled, technicians will be able to edit SM Service Site notes by selecting the Site Details button on the work order.
Allowable upload file typesEnter the file types that technicians may upload. Separate multiple file types with a comma and include the period (.) in the file extension. For example, .xls,.pdf,.gif.
Assign Colors to Scope PrioritiesAllows you to select a color for each scope priority (high, medium, and low) and add scope priorities.
Attachment Type ID's to use when adding / editing Field Service attachmentsAllows you to enter the attachment types ID's (comma-separated) to use when adding and editing attachments in Field Service.
Automatically capitalize all Field Service notes text when savingUse this setting to automatically capitalize Scope, Trip, and Work Completed when saving.
Auto-post Work Completed batches from lines created in Field ServiceEnable this setting to automatically post Work Completed items. If this setting is disabled, you must run the SM Batch Process to finalize entries.
Note: If you enable this setting, work completed batches are posted approximately every 30 minutes.
Default days after the current date for the "To Date" on Work Order dashboardEnter the number of days past the current date for the To Date field on the Work Order dashboard. For example, enter 2 if you want the To Date to default to two days after the current date.
Default days before the current date for the "From Date" on the Work Order dashboardEnter the number of days before the current date for the From Date field on the Work Order Dashboard. For example, enter 2 if you want the From Date to default to two days before the current date.
Employee Group for restricted SM Add ScopeMembers of this employee group will not be able to add scope to SM Work Order.
Enable Clock-InAllows technicians to clock in and out from Field Service. When you enable this setting, a Clock In button displays on the Work Order page. Technicians must select a pay type when they clock in. They can select the Clock Out button in the navigation bar to review clock-in status and to clock out.
Note: Clock-in and clock-out times are saved to the Time Worked grid and PR Timecard entry in Vista. Field Service users can change their start and stop times within Field Service, which will update their inline start and stop times and their time worked start and stop times.
Enable super look up for service site dropdownIf your Service Site lists are large, enable this setting improve loading speeds on Service Site dropdown. If enabled, users will need to enter three numbers or letters to begin a search.
Equipment Companies (EMCo)If you enable Equipment as a work type, this setting allows you to enter the equipment companies available in Field Service. Leave this setting blank to use the default equipment company set up in Vista's SM Company Parameters. Enable work types in the Work Complete section of Field Service portal settings.
Hide SM SummaryEnable this setting to prevent the summary of labor hours, equipment units, and items from displaying on the work order.
Include Open Trips in Work Order dashboardEnable this setting to include trips marked with Open status Open on the Work Order dashboard. The default value for this setting is unchecked, meaning technicians will not see trips until they are marked as Notified in Vista.
Maximum number of historical work orders to show in site and service item historyUse this setting to limit the number of completed work orders that display in Work Order History.
Notes to show in work order historyUse this setting to specify which notes display in work order history. You can choose from Work Order Description, Work Order Notes, Trip Notes, Scope Notes, and Work Completed notes per SMCo.
Notify Service Center when Work Order is rejected

Enable this setting to send an email to the service center email (SM Service Centers) when a work order is rejected from the portal. If the service center does not have an email address, the email will be directed to the users assigned to the portal setting User Group for Field Service Admins.

Number of days to show completed trips on the dashboardEnter the number of days to show closed trips on the Work Order Dashboard. For example, if you want closed trips to display for five days following their completion date, enter a 5 in this setting.
  • If you enter a number greater than zero (0), users will be allowed to clock out of a closed trip. However, users will not be able to clock out if the scope that they are clocked into is closed. In this case, you will need to reopen the scope before the users can clock out.
  • If you enter a zero (0) or leave this setting blank, completed trips will not display on the dashboard. Users will not be allowed to close a trip containing a scope that they are clocked into (a warning displays prompting the user to clock out of the scope).
Require call type to be filled out for all scopes before close-outIf you enable this setting, users are required to enter a call type when creating a new work order.
Require Service Site When Creating Work OrdersEnable this setting to make the Service Site a required field when users create new work orders in the portal.
Require work completed notes on specified line typesUse this setting to indicate whether notes should be required for work completed line types by SMCo. If an SMCo is not listed in this setting, notes will not be required for that company. Notes will not be required, regardless of this setting, if you have selected to hide work completed notes or make them read-only in the portal setting SM Note Settings.
Restrict Work Orders Available on Manager Dashboard By SMCo

If you need to restrict the SM companies available on the Service Manager Dashboard you can assign employee groups per SM Company. In this setting, list each SMCo only once.

If assigned, users with access to the Service Manager Dashboard, which is assigned on the User Access page, will only be able to filter by the SM companies they are assigned to.

If left blank, all users with access to the Service Manager Dashboard will be able to see work orders for all enabled SM Companies.

Route PO's in Field Service to Reserved on the PO Dashboard

If this setting is enabled, users with a Field Service license no longer need PO access to edit reserved POs associated with their Field Service account.

  • This setting requires that SM PO line type (6) is enabled in the portal setting Purchase Orders > Line Types to enable in PO (comma separated).

  • If enabled, POs created in Field Service will be saved as a reserved PO and can be modified in the PO Dashboard under the PO Requisitions & Reserved PO's record type. POs can then be processed (1-Open on the SM WO) from the PO Dashboard.

  • If this setting is disabled, POs created in Field Service are saved and processed (1-Open on the SM WO).

  • If this setting or the Disable Required Fields in Create PO setting are enabled, SM Purchase Orders will be submitted as a reserved PO rather than a processed PO.

Save all Field Service attachments to the Work Order header (instead of the scope)By default, attachments are saved at the scope level. Use this setting to instead save attachments to the Work Order header. If enabled, all attachments will be the same when navigating between scopes on the same work order in Field Service.
Note: The trip closeout report attaches to the header in all instances, whether this setting is enabled or disabled.
Show Budgeted Labor Hours on Scope SummaryEnable this setting to show budgeted hours on the scope summary of a work order.
Note: Budgeted hours will not show on the scope summary of a work order if you have enabled the setting Hide SM Summary.
Show site notes on work order cardEnable this setting to allow technicians to view notes entered for the SM Service Site (Notes tab) on the Work Order card.
Note: Regardless of this setting, technicians can always view SM Service Site notes by selecting the Site Details button on the work order.
Show Technician Unavailable Time on Work Order DashboardEnable this setting to allow technicians to view unavailable time on the Work Order Dashboard.
SM Companies to EnableUse this setting to restrict the SM companies available in Field Service. Enter the applicable SM company numbers, or leave this setting blank to make all SM companies available.
SM Note SettingsUse this setting to customize how Trip Notes, Scope Notes, and Work Completed Notes display in Field Service. Select the Edit button to access setting options. The Note Description is read-only by default, but you can customize the following options for each type of note:
  • Display Type: Determines whether the technician can view or edit the notes field. Choose Hide, Read Only, Free Text, or Add with Date Stamp (adds a time and date stamp to a notes entry). If you use the date stamp option, read-only Work Completed Notes display below Scope Notes on the Scope page.
  • Show on the Complete Screen: Select this check box if you want the selected notes field to display on the Trip Completion page.
  • Label Override: Allows you to enter a different name for this notes field in Field Service.
Toggle "Include Unscheduled Trips" by default on Work Order DashboardEnable this setting to toggle the Include Unscheduled Trips setting by default on the Work Order dashboard.
User Group for Field Service Admins (includes Form creation)Select the employee group for users who can create, edit, and assign Field Service templates for other users to complete. Members of this group will also receive email updates when errors occur during SM Batch Processing from lines added through Field Service.
User Group to allow adding and editing of service items on a service siteSelect a user group whose members will have access to create and edit Service Items from within the Field Service interface.
User Group to allow adding and editing of work order header informationSelect a user group whose members can create new work orders, edit header information for existing work orders, create new scopes, and edit scope information.
User Group to allow editing of scheduled dateSelect a user group whose members can edit trip schedules. These users will see a calendar icon in the work order header that they can select to edit the trip date, time, and description.

Advanced Settings

SettingDescription
Allow Technicians to manually enter in SM Work Order NumbersEnable this setting to allow technicians to manually enter SM Work Order Numbers.
Form Templates with standard task default assignments will generate for each task instanceEnable this setting to automatically add individual form templates for each standard task with a default assignment on any existing and future Work Order trips. Leave this setting disabled to automatically add one singular form template for all standard tasks with a default assignment.
Note: If you disable this setting after enabling it, the portal will not generate additional forms on new Work Order trips, but will not remove any previous forms.
Technicians to exclude from work order history (comma separated)To exclude trips assigned to specific technicians from the Work Order History, list the technician(s) number (from SM Technician) separated by a comma.
Note: Excluding technicians from the Work Order History is not a common practice.

Trip Close-Out

SettingDescription
Allow prices on trip complete screenChoose whether to show prices for work completed, scope, and totals prior to obtaining a signature during trip closeout.
Always hide attachments from displaying in the Trip Completion processEnable this setting to hide any attachments added to the trip from the Trip Completion page.
Attachment Type ID for Trip CloseoutAllows you to specify an attachment type ID for the trip completion summary that is saved to Vista.
Attachment Type IDs to include from Trip Completion Summary (comma separated)Allows you to specify attachment type IDs to include in the compiled PDF of the trip completion summary. If you leave this setting blank, all attachments will be included in the trip completion summary.
Auto add signer contacts to databaseAllows you to automatically add the name of the person signing off on a completed trip to Vista HQ Contacts for the customer.
Default Trip Stats for return tripsEnter the code for the default status to use for return trips scheduled at trip closeout (for example, 0 for open). This status defaults on return trips that have a technician assigned to them. Options:
  • 0 = Open
  • 1 = Notified
  • 2 = Accepted
  • 3 = Rejected
  • 4 = En Route
  • 5 = Arrived
  • 6 = In Progress
  • 7 = Completed
Do not send email confirmation when completing tripsEnable this setting to prevent email confirmations from being sent for certain SM companies. Enter the SMCo and then select Disable Email. Add a new row for each SMCo that should not have email confirmations sent during trip closeout. List each SMCo only once.
Note: This setting will not affect the email sent to technicians via the Include Technician on Trip Complete Email setting.
Enable Auto Generate SignatureWhen this setting is enabled, users can select an Auto-Generate button in the signature section of the Trip Closeout page to generate a signature automatically.
Enable Payment Collection Option during Trip Close-OutSelect this check box to allow technicians to collect payment when completing a trip, which automatically creates an SM invoice. During trip completion, technicians will be required to enter a payment reference number from a third-party payment system of your choice.
Hide Work Completed sections during Trip Close-OutAllows you to hide Labor, Equipment, Misc, and Inventory sections when a technician closes a trip. If Labor is visible to customers when closing a trip, only billable hours display.
Include Service Center Email on Trip Close Out DistributionEnable this setting to always include the email address specified for the SM Service Center on Trip Closeout email distribution.
Include Technician on Trip Complete Email Allows you to copy technicians on the Trip Complete report email. Technicians can then save reports to their files and forward the reports to customers as needed.
Note: This setting is not affected by the Do not send email confirmation when completing trips portal setting.
Mark the scope complete when the last trip is marked completedEnable this setting to mark scopes complete when the last trip is completed.
Payment URL during Trip Close-OutIf you collect payments during trip closeout, the Collect Payment button links to this URL as a shortcut for the technician to access your provider's payment site.
Process and mark the field payment as acceptedEnable this setting to automatically create the AR payment receipt when the payment is collected in the field.
Return Trip Reason CodesAllows you to specify the HQ Reason Codes by SM company that field technicians can select from for return service trips.
Send the trip closeout email only when the last trip is completedWhen this setting is enabled, the trip closeout email will only be sent when all other trips associated with a given scope are completed.
Trip Close-Out RDL OverrideAllows you to specify a company-based close-out RDL report. Users can download a copy of the latest close-out report and upload a newer version as needed.
Trip Completion SettingsAllows you to choose options for the Signature Block Text for completed work, indicate whether return trips should be created and assigned automatically, and control whether return trip notes are required:
  • Signature Block Text: Accept the default text, or enter your own text to display when customers sign for completed service.
  • Automatic Return Trip Creation:
    • Create Trip (Assigned to Tech): Automatically creates a return trip, assigns it to the technician, but does not schedule the trip.
    • Create Trip (unassigned): Automatically creates a return trip, but does not assign it to a technician. The dispatcher must assign it.
    • No Trip Created: No return trip is created.
    • Disable Return Trip: Hides the return trip fields during trip closeout.
  • Require Return Trip Notes: Allows you to control whether notes are required when a return trip is created.
Work completed CC email listAllows you to specify email recipients by SM company for work completed emails. Use a comma to separate multiple emails per SMCo.

User Defined Fields

SettingDescription
SM Work Complete UD Fields to displayUser defined (ud) fields created in Vista will display for Labor, Equipment, Misc, Inventory, and PO work item types. When enabled, you can choose which user defined (ud) fields are available for SMCo and line types. These fields display when a new work completed line is added or an existing one is edited.
Note: For PO line types, if portal setting Route PO's in Field Service to Reserved on the PO Dashboard and Disable Required Fields in Create PO are enabled for a company, then custom fields will not be displayed.
SM Scope UD Fields to HideEnter the names of any custom fields that you want to hide for scopes. Separate multiple custom fields with a comma (no spaces). For example: UD1,UD2.

Add a new row for each SM company.

SM Service Item UD Fields to HideEnter the names of any custom fields that you want to hide for service items. Separate multiple custom fields with a comma (no spaces). For example: UD1,UD2.

Add a new row for each SM company.

SM Work Order UD Fields to HideEnter the names of any custom fields that you want to hide for work orders. Separate multiple custom fields with a comma (no spaces). For example: UD1,UD2.

Add a new row for each SM company.

Work Complete

SettingDescription
Allow Creation of New SM PO'sAllows you to create new purchase orders in Field Service. If you enable this setting, a PO option is available from the Add Work Completed drop-down for a scope.
Allow manual entry of PO number on SM POIf enabled, allows users to create their own PO number instead of having the number automatically assigned.
Disable Location Field on Inventory Work Completed EntryIf enabled, this setting makes the location field read-only for new and existing Inventory work completed lines.
Disable Required Fields in Create PO

If enabled, this setting changes the following options for SM technicians when creating a PO on a scope:

  • Description is not required
  • Date can't be changed and defaults to current date
  • Amount is not required
  • Attachment is not required

Purchase Orders created with this setting enabled will be created as "Reserved POs" which are PO headers missing line items. The line items can be added through the PO Dashboard or the edit button within the WO. Note that if this setting or Disable Required Fields in Create PO is enabled, SM Purchase Orders will be submitted as a Reserved PO rather than a Processed PO.

Equipment Lookup FilterThis lookup filter is used to refine the list of Equipment for a given SM Work Order. Optionally, @SMWorkOrderScopeID and/or @SMTripID parameters can be used by this lookup to further refine the lookup results per record.
Hide Billed Work Completed itemsIf enabled, this setting hides any previously-billed work completed items from the work order viewed in the Field Service app as well as the report generated when completing a trip. This applies only to T&M Work Orders.
Hide the Service Item field on Work Completed EntryIf enabled, this setting hides the Service Item field on all work completed entries.
Hide work completed lines for employees that the logged in user does not have access for

If enabled, users will only see work completed lines charged to the work order by employees they have access for.

If disabled, users will see all work completed charged to a work order. Any lines entered for employees that users do not have access for will be read-only.

Labor Work Completed SettingsAllows you to show billable hours, default billable hours to labor, show labor code, choose a default pay type, require users to enter equipment for labor lines, and show the pay type and pay description in the Labor section of the Scope Details page.
Material Lookup FilterThis lookup filter is used to refine the list of Material for a given SM Work Order. Optionally, @SMWorkOrderScopeID and/or @SMTripID parameters can be used by this lookup to further refine the lookup results per record.
Pay Types for Labor Work CompletedAllows you to specify the pay types that users can select when adding completed labor to a scope. All pay types display by default.
Prevent entry of overlapping labor timeIf enabled, technicians in Field Service will not be able to enter time that overlaps with previously entered time on the same day. The search for duplicate time only looks at unposted timecards.
Note: This functionality requires that the portal setting Save inline timecard start and stop times on Work Completed Labor Lines is also enabled.
Require billable hours >= labor hoursPrevents users from saving Work Orders when the labor hours entered exceed the billable hours.
Restrict INCo and EMCo to the technican's PRCoIf you enabled Inventory and Equipment as a work types, this setting allows you to limit Field Service locations and materials based on the default Inventory and Equipment companies assigned to the technician's Payroll company.
Retain billable hours value when editing timecard lines through Standard or Grid timecardIf enabled, the billable hours value will be automatically retained when editing timecard lines through Standard or Grid timecards.
Save inline timecard start and stop times on Work Completed Labor LinesIf enabled, start and stop times will be pushed to the corresponding PR Timecard Entry fields Start Time, Stop Time, and Break Hours. If disabled, the clock times will only be saved in the PR Employee Daily Time area.
Show Break Hours on Labor Work Completed EntryIf enabled, this setting shows the input for break hours on labor work completed entries. This setting is typically used in conjunction with the Save inline timecard start and stop times on Work Completed Labor Lines setting.
Show Equipment Entry on Labor Work Completed EntryEnable this setting to make the Equipment field available when users add labor work completed lines. To require equipment entry for labor lines, select the option to Require Equipment available in the portal setting Labor Work Completed Settings.
SM Cost Type VisibilityAllows you to select the work types that should display the SM Cost Type field when a technician adds completed work to a scope.
Note: For labor, hiding the SM Cost Type field requires two steps. First, leave the Labor check box blank in SM Cost Type Visibility. Then ensure that you have entered a default SM cost type in the portal setting Default SM Cost Type if not shown (Admin > Portal Settings > Timecard > Service Management). If no default SM cost type has been set up, the SM Cost Type field will still display on the Add Work Completed page for labor.
SM Default Cost Types

Allows you to select default cost types for each Work Completed line type. Add a new row for each applicable SM company.

Note: The default SM Cost type for labor is configured in portal setting Default SM Cost Type if not shown under Admin > Portal Settings > Timecard > Service Management.
If an employee has been assigned equipment in Vista PR Employees and you configure a default equipment cost type (Equipment CT) in this setting, that default equipment cost type is pushed to Vista for labor charged to a service work order.
  • This applies to labor lines entered in Field Service, Grid Timecards, or Standard Timecards.
  • In Vista PR Timecard Entry, separate lines will show for labor and equipment. The equipment line will include the default SM equipment cost type.
SM Default Labor CodeSets the default labor code for SM labor lines. If the labor code is visible, the value will default to the setting. If the labor code field is not visible, all labor lines will have the default value entered when a labor line is saved.

If this setting is not filled out, the visible field will not default and if the field is not visible, no value will save with the labor line.

Standard Item Lookup FilterThis lookup filter is used to refine the list of Standard Items for a given SM Work Order. Optionally, @SMWorkOrderScopeID and/or @SMTripID parameters can be used by this lookup to further refine the lookup results per record.
Work Complete Line TypesAllows you to choose the work types available to technicians when they add completed work to a scope.