Eight service calls on the board. Two aren't confirmed. One has an alternate contact who may not be aware the technician is coming. The Timing window on call four is a two-hour slot that starts in forty minutes. You're still at the depot.
Field service coordination without a structured daily list means holding all of this in your head while navigating to the first site, and the moment something disrupts the order — a reschedule call on the road, a longer-than-expected job — the mental model collapses.
The Service Identity Fields
SER and Service Tag are the two identification strings that connect a field call to the back-office service management system. SER is the internal service request number — the dispatch ticket. Service Tag is the asset identifier on the client's equipment — the sticker on the device that gets serviced. On a call for a printer in a corporate floor, the SER number is in the dispatch system and the Service Tag is physically on the unit.
Without both in the call record, a technician arriving at a large office building has to ask reception to locate the specific unit among twenty printers on three floors. With the Service Tag, you know exactly what you're looking for.
Service Type specifies what the call requires: installation, repair, maintenance, pickup, delivery. The service type determines what tools and parts you load before leaving the depot, which determines whether you can handle the call on first visit or whether it generates a follow-up.
The Confirmation Problem
Confirmed? is the field that prevents the wasted trip. In technical support field operations, the single most expensive event is an on-site arrival with no one authorized to receive service. The person of contact is at a meeting. Nobody told the alternate contact. The building security doesn't have the technician on the access list.
The Confirmed? boolean, logged before departure, is the gate check. If a call isn't confirmed, you call the Person Of Contact and then the Alternate Contact at Alternate No. before you leave. Unconfirmed calls don't get dispatched until they're either confirmed or explicitly flagged as proceed-without-confirmation.
Timing is the service window as given by the client. Start and Complete are the actual times. The delta between Timing and actual start is the on-time performance metric. Over thirty days of records, the pattern of late starts relative to timing windows tells you whether your routing is accurate or whether you're systematically overscheduling the morning.
Reschedules as First-Class Data
Reschedule, Day, and Time treat reschedules as structured data rather than crossed-out entries. When a call moves from Tuesday at 10:00 to Thursday at 14:00, the reschedule fields capture the new booking without overwriting the original — which matters when a client disputes when an appointment was made or when you're tracking your reschedule rate by service type.
Remarks is the open field for what the technician actually found, what was done, what parts were used, and what follow-up is required. Combined with Complete, the call record becomes a closed service ticket — traceable, queryable, and reportable.