Services
Services are where work happens. Every PM visit, repair call, and maintenance job flows through a Service record that tracks what was done, when, and by whom.
Service Origins
Services can originate from:
- Service Agreement — Scheduled PM visits
- Service Request — Ad-hoc customer calls
- Direct Creation — "Orphan" services for verbal dispatches
Orphan Services: Sometimes a technician gets dispatched verbally or finds work while on-site. Saite lets you create services without a prior request or agreement—fill in the details later.
Service Lifecycle
Every service follows a status workflow:
Open → Work Complete → Closed
| Status | Meaning |
|---|---|
| Open | Work is scheduled or in progress |
| Work Complete | Technician finished, awaiting review |
| Closed | Approved, ready for billing |
Status Transitions
- Technicians mark work complete when done on-site
- Service Managers review and close (or reopen if issues found)
- Admins can reopen closed services if needed
What's in a Service?
Each Service tracks:
- Customer — Who was serviced
- Source — Agreement or Request that triggered it
- Scheduled Date — When service is planned
- Started/Closed — Actual work timestamps
- Technicians — Who performed the work
- Customer Summary — What to show on the invoice
- Internal Notes — Private notes for your team
Service Line Items
Within each service, Line Items record the specific work performed:
- What action was taken (inspection, repair, replacement, etc.)
- Which asset and/or component was worked on
- Hour reading at time of service
- Labor time spent
- Notes for the customer and internal notes
Line items are the detailed record of what happened during the visit.
Recording Work
When a technician performs service, use the Record Work page:
- Open the service record and click Record Work
- For each asset, enter the current hour reading (if tracked)
- Check the components that were serviced
- Select the action performed (Changed, Inspected, Cleaned, etc.)
- Add customer-facing and internal notes as needed
- Save your work
The Record Work page shows all assets for the customer, with their components listed. This makes it easy to quickly log what was done during the visit.
Service Actions
When recording component work, select the action performed:
| Action | When to Use |
|---|---|
| Changed | Part was replaced |
| Inspected | Checked condition, no action taken |
| Cleaned | Cleaned or serviced in place |
| Adjusted | Made adjustments without replacement |
| Repaired | Fixed without full replacement |
Hour Readings
For assets that track hours, record the meter reading during service. This:
- Updates the asset's current hours
- Links component work to specific hour marks
- Enables predictive maintenance calculations
Multiple Technicians
Services support multiple technicians. Each technician's time is tracked separately:
- Who worked on it
- When they worked
- How many hours they spent
This supports accurate labor billing and payroll.
Customer vs. Internal Notes
Saite separates notes by audience:
| Field | Visible To |
|---|---|
| Customer Summary | Customer (appears on invoices) |
| Internal Notes | Your team only |
Use customer summaries for professional, invoice-ready descriptions. Use internal notes for candid observations, recommendations, or warnings for the next visit.
Best Practices
- Record line items in detail — Future you will thank past you
- Always log hour readings — More data = better predictions
- Separate customer and internal notes — Be professional on invoices
- Close services promptly — Don't let completed work pile up
- Use orphan services sparingly — Requests create better audit trails