A clear walkthrough of your field service requirements and how each one is handled in the system — built for Denise.
11
Requirements
3
User Roles
GPS
Field Tracking
🎫Smart Ticket Management
📍GPS Check-in / Check-out
📱Engineer Mobile App
📄Auto-Generated Service Reports
📊Annual Performance Analytics
Overview
Your 11 Requirements — Click Any Node to Explore
Requirements 01 & 02
What's Inside Every Ticket
Each ticket automatically captures device details and timestamps
Requirements 03 & 04
Three Roles — One Clear Structure
👑
Admin
Full Access
Create & edit all tickets
Assign to any engineer
Close any case
Send reports & emails to customers
Reschedule & transfer cases
🧑💼
Manager
Operational Oversight
Monitor all tickets
Reassign between engineers
Track team performance
View workload distribution
🔧
Engineer
Field Access Only
View own assigned tickets only
Update ticket status
Enter service report from field
Upload photos & notes
🚫 Cannot email customers directly
Requirements 05 & 07
GPS Field Tracking & Mobile App
📱 Mobile App Capabilities
📷
Photo Upload
Capture device, parts, or damage from the field
🔄
Real-time Status Update
Update ticket progress without returning to office
📝
Technical Notes
Log field observations directly on the ticket
📄
Create Service Report
Generate on-site when work is complete
Requirements 08, 09 & 10
Service Report, Signature & Email
📄 Report Contains
📧 Who Can Email the Customer?
👑
Admin Only
Reviews & dispatches final report to customer
→
🚫
Engineers Blocked
Cannot contact customers by email directly
Requirements 06, 11 & 12
Tasks, Unresolved Cases & Performance KPIs
✅ TASK PRIORITY LEVELS
🔴
HIGH
Critical / Urgent
🟡
MEDIUM
Standard SLA
🟢
LOW
Routine / Flexible
⚠️ UNRESOLVED CASE FLOW
📊 ANNUAL ENGINEER KPIs
Auto-generated each year for staff evaluation
✅
Cases Completed
per engineer
❌
Not Completed
failed or pending
🔄
Transferred Cases
reassigned to others
🕐
Schedule Compliance
attendance & timing
🗺️
Field Visits
total executed
⏱️
Avg Resolution Time
per case
End-to-End Process
How Every Request Flows Through the System
IT
Itamaan
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Built Around Your Team's Workflow
Every requirement — from geo-fenced GPS check-ins and branded service reports to role-based access and annual performance analytics — handled precisely the way your operations demand.