Service Operations

Service Operations is for keeping things running and knowing when they are not. You use it to work incidents, set the thresholds that tell you something has gone wrong, and decide who gets woken up when it does. If your team also does on-site work, the Field Service pages add job scheduling and a dispatch board.

What's included

Page	What it's for
Incidents	Active and historical incidents, with a timeline and actions on each one
Monitoring	Monitoring dashboards and threshold-based alert rules for your workspace
On-Call	Rotation, overrides, and page history for critical-incident escalation
Field Service	Field service jobs — schedule, dispatch, and track on-site work (paid add-on)
Dispatch	The dispatch board — drag jobs between technicians and time slots (add-on)

Getting started

1. Open On-Call first and choose New schedule. Until a schedule exists, critical incidents are recorded but nobody is paged.
2. Open Monitoring, go to the Alert Rules tab, and choose + New Alert Rule. Set a Metric, Comparison, Threshold, and Severity. Rules evaluate every 60 seconds.
3. Use the Dashboards tab and + New Dashboard to group metric panels into a named view.
4. Open Incidents to see what is currently active. Click any row to open its timeline.

Incident management is limited to admins, and Monitoring requires a permission a tenant admin or owner grants you. If you see Access denied, ask your workspace owner.

Working an incident

1. On Incidents, filter by Status, Severity, and a From and To date range. Clear filters resets them. Use Load more to page through history. Choose New incident to record one manually.
2. Open an incident to see its Timeline, along with when it was Opened, its Assignee, and what is Affected.
3. Under Change status, pick the next status and choose Apply, or use Resolve and Reopen directly.
4. Use Add comment to log what you saw or did. Comments become timeline events, so write them as you go.
5. If it needs more attention, use Escalate. This bumps the escalation level and pages the next on-call tier.

Setting up on-call

The On-Call page has three tabs: Schedules, Active overrides, and Page history.

1. On Schedules, choose New schedule, then Create schedule. Each shows its rotation type, period, handoff time, and rotation order, and can be paused. Use Edit to adjust one or Delete to remove it, which removes its overrides too.
2. On Active overrides, pick a schedule and choose New override to cover someone who is away. Overrides belong to a specific schedule, so create the schedule first.
3. Check Page history to confirm pages are actually landing. It lists Dispatched, User, Level, Channels, Acknowledged, and the related Incident.

Scheduling and dispatching field jobs

1. On Field service jobs, choose New job. Pick a Customer from your CRM contacts, set a Service location, enter a Service type and Scheduled for date, and assign a Technician. A work order is generated automatically when the job is created.
2. Fill in the Work order section — Scope and Instructions. This is what the technician sees on site, and customer pricing never appears there.
3. Jobs move through Scheduled, Dispatched, In progress, Completed, and Cancelled. Change status from the job page using Move to. A cancelled job cannot be reopened.
4. On the Dispatch board, drag jobs between technicians and time slots; every move updates the job record. Switch between Grid, Date, Service, Location, and Map views, and pull work off the unscheduled backlog onto a day.
5. To move a technician's whole day, use Move a tech's day: pick the Technician, a From day and To day, then Move day. Times are preserved, and jobs already started or finished stay put.

Availability

Service Operations is on by default for the SaaS, manufacturing, and general industry packs only. Every other pack switches it off. If your pack hides it, you can turn the module back on yourself — see Modules, packs, and plans.

Field Service is a paid add-on. It costs 79 USD per month at a flat rate and is included in no plan. Access is enforced on the server, so the add-on must be active before the jobs and dispatch pages will work.

One thing that looks like a bug but is not: if you signalled during onboarding that you do on-site work, the Field Service and Dispatch items appear in your sidebar before you have bought the add-on, and opening one shows the add-on page rather than the feature. That is expected. Choose Add to subscription there to activate it. It is billed as a flat-rate add-on to your current plan and can be cancelled from Billing.