Service Call Health

Service Call Health helps you find service calls that may need attention before they slow down dispatch, field work, billing, or invoice follow-up. It reviews the current service call information and related records, then shows findings and recommended actions for calls that may not be ready for the next step.

Where You See Service Call Health

Service Call Health can appear in three places:

• Service Calls list: A warning icon appears when the latest health evaluation found issues for that service call.

• Service Call Health page: Open Service Workspace > Intelligence > Service Call Health to review calls with health records.

• Warning message: When configured, a warning message (or toast) can appear after you save a service call, appointment, or service call cost.

Access depends on your role. Users need permission to read service calls to view health findings. Users need permission to write service calls to use Auto Fix actions.

What Service Call Health Checks

Service Call Health evaluates the call based on where it is in the service lifecycle. The system focuses on issues that can delay successful execution, billing readiness, or invoice follow-up.

The exact checks that run for your business unit are controlled in Health Configuration.

Service Call Health Page

The Service Call Health page shows non-closed service calls that have current health records. The grid includes:

• Service Call

• Status

• Sub Status

• Findings

• Created On

Use the grid to sort calls and find work that needs attention. Select a service call to open the health detail modal.

Reviewing Health Details

The detail modal shows the selected service call number, subject, and total issue count. Each finding appears as its own card with:

• The issue name

• A short explanation of what was found

• A recommended action

• An Auto Fix button when your role allows service call edits

If no findings remain after the latest evaluation, the modal shows that no findings were found.

Auto Fix

Auto Fix can queue a system workflow for a single finding. Auto Fix All can queue fixes for all current findings in the modal.

Some issues can be corrected automatically, such as approving eligible labor entries or reassigning an appointment when a matching technician is available. Other issues require user review or business judgment, so the system records that they were skipped and explains why.

After an Auto Fix request, the system refreshes the health detail from the server. If all findings are resolved, the modal closes automatically.

When Evaluations Run

Health evaluations can be queued when service call information changes, including updates to:

• Service calls

• Appointments

• Service call costs

The system reloads the current source data before evaluating the call, so repeated saves are handled safely. Changes to Health Configuration apply to future evaluations. Existing health results are not recalculated until a qualifying change queues a new evaluation for that service call.

Settings: Health Configuration

Health Configuration is available under Settings > Service > Health Configuration. It controls which Service Call Health issue codes are evaluated for the active business unit and which findings can publish warning toasts.

The page shows the active configuration source:

• Out-of-box default: No business-unit override has been saved.

• Business unit override: The active business unit has its own saved Health Configuration.

Each health issue has two settings:

• Evaluate: When selected, the system can check for that issue and include it in the health score, findings, and recommended actions.

• Toast: When selected, that issue can trigger a warning message (or toast) when it is found after a user-triggered evaluation.

If Evaluate is cleared for an issue, the system skips that check. The Toast setting only matters when Evaluate is selected and the issue is found.

By default, every Evaluate and Toast setting starts cleared. Save creates or updates the active business unit override. Reset to Default removes the override and returns the business unit to the out-of-box defaults.

Recommended Setup

Start with the checks that match your current service process. For example:

• Enable Missing Duration if estimated duration is important for dispatch planning.

• Enable Unassigned Appointment and Task Skill Mismatch if your team relies on resource assignments and skill matching before dispatch.

• Enable Unapproved Labor and Unposted Costs if billing readiness is a frequent closeout blocker.

• Enable Invoice Not Sent if your team wants follow-through visibility after work is complete.

Use Toast selectively. Toasts are best for findings that need quick user attention after a save, not for every possible issue.

Important Notes

• Service Call Health is business-unit scoped. Settings and evaluations apply to the active company and business unit context.

• Findings are advisory. They help users review issues, but they do not replace required workflow approvals, ERP posting, or invoice review.

• Closed service calls remain subject to the normal service call rules and closeout validations.

• If AI Enhancements are enabled and configured for your environment, the evaluation may use AI to produce the health summary, findings, and recommended actions. If AI is unavailable or not configured, the system uses its deterministic service-call checks.