Field service in xMatix addresses a recurring question: which resource does this work, and when? This section separates the actual implementation paths: the Allocation Console for manual plan assignment and scheduling, queue routing for presence/capacity offers, dated attendance used by dispatch, branch-slot booking used by current clients, Partner Resource rules used by three insert handlers, and the technician's mobile execution flow. These paths share concepts, but they are not one universally wired availability engine.
Where Field Service ends and Service begins
The work itself — service orders, cases, contracts, SLAs, parts, invoicing — is created and executed through the Service module, and is documented in the Service section. Field Service is the allocation layer on top of that machinery: it decides who gets a service order, a case or a visit plan and when, then follows the technician through the day. When you need to know what a service order contains or how it invoices, read Service; when you need to know how it reached the right technician, read here.
One principle holds across every page in this section: dispatch uses explicit rules, not an autonomous AI verdict. Routing evaluates stored membership, presence, skill text and capacity, while Optimize day fills console lanes with fixed placement rules. Administrators still need to account for current gaps—skill validity dates are not applied by routing, and absent/half-day lanes are not universal optimizer exclusions. A human must review every operational assignment.
What is in this section
| Page | What it covers |
|---|---|
| The dispatch console | One screen for the day: Map, Gantt and Board views; drag to assign, drop to schedule, Optimize day |
| Skills, capacity and work routing | Queue-based routing: eligibility, the four routing models, accept/decline/transfer/reassign, the supervisor snapshot |
| Resource availability and slot holds | Dated attendance, current branch-slot booking, newer resource candidates and the limits of hold wiring |
| Automatic owner assignment | Partner Resource rules used on Lead, Opportunity and Product Demo inserts, with current metadata caveats |
| The technician's day | The mobile day: check-in, assigned work, checklists, timesheets, check-out |
| Location and the travelled path | Live positions and travelled paths where your organization has enabled location tracking |
| Configuration reference | Resources, skills, groups, queues, bookable resources, bays, appointment types, console setup |
| Troubleshooting | Work not routing, resources not offered, positions not appearing — and what to check |
Who works where
Dispatchers and supervisors use the web console for assigning and scheduling and the routing surfaces for queue backlog and load. Technicians use the mobile app for configured lists, check-in and service execution. Some mobile data is available offline, but start/pause/end work actions normally call the server directly; verify connectivity for those transitions. Administrators configure queues, skills, slots, resources and metadata in setup, with the current wiring limits documented on each page.
Related topics
- The Service module — service orders, cases, contracts and SLAs
- The xMatix mobile app
- Field Service on the xMatix site — the product overview
- Service network solutions
- See it in a demo