FINOS · Field Service Management
Dispatch, track, and close on-site IT work — end to end
FINOS Field Service Manager coordinates the full lifecycle of every on-site service call: smart engineer dispatch, GPS-verified check-in, timezone-aware appointment scheduling, live work logging, customer digital sign-off, and automatic billing consolidation.
Built exclusively for Brocent clients on the FINOS platform
FINOS Field Service Manager is available only to organisations operating on the Brocent FINOS managed IT platform. Contact your account manager to activate the FSM module for your team.
Platform capabilities
Everything field service teams need in one system
From the moment a ticket triggers a dispatch order to the customer's digital signature at job completion, every step is tracked, time-stamped, and billable.
Ticket-linked dispatch orders
Service tasks are auto-created from parent tickets and numbered sequentially (FSJ-TKT-XXXXX-01). Engineers see exactly which ticket drove the dispatch and can navigate directly to it.
Timezone-aware scheduling
Appointments store both UTC and local time so engineers and managers in different regions always see the correct scheduled window. IANA timezone IDs ensure daylight-saving accuracy.
GPS check-in with geofence
Engineers check in and check out from the mobile app. The system validates their GPS coordinates against the service address using the Haversine formula (200 m default radius) and flags out-of-fence arrivals.
Photo proof of attendance
Check-in and arrival photos are captured at sign-on, providing visual evidence of on-site presence for SLA disputes, insurance claims, and customer-facing reports.
Billable time logging
Engineers log start and end times per task. Duration is auto-calculated in minutes, flagged as billable or non-billable, and assigned a per-hour rate that feeds the billing engine.
Structured work journal
Five log types — Note, Progress Update, Issue Raised, Solution Applied, Customer Feedback — with attachment support and a customer-visible toggle to control what the client can read.
Parts and consumables tracking
Parts used on each job are recorded with quantity and unit price inside the work log, enabling post-job reconciliation and automated cost allocation.
Digital customer sign-off
Customers sign digitally on the mobile app at job completion. The signature captures signer name, title, timestamp, and a 1–5 satisfaction rating with optional feedback comment.
Unified billing consolidation
A single BillingLine table consolidates chargeable entries from FSM time logs, ticket comments, and MSP work logs — eliminating reconciliation across three separate data sources.
Service group routing
Engineers are grouped by territory or specialisation (ServiceGroup). Dispatch managers route new tasks to the correct group and the system checks live FSM availability before assignment.
Scheduling conflict detection
Before an engineer is assigned, the system checks for overlapping active tasks in the same scheduled window and surfaces a plain-English conflict reason if one is found.
Dispatch notifications
Assigned engineers receive an automated notification the moment a task is dispatched, routed through the FINOS notification centre with configurable channels.
Why FINOS FSM
Measurable gains for field operations
Clients running FINOS FSM report faster dispatch cycles, fewer billing disputes, and higher customer satisfaction scores than comparable manual-process baselines.
< 5 min
Average dispatch time after ticket assignment
200 m
GPS geofence precision for check-in validation
1 table
Unified billing source across all work types
1–5 ★
Customer satisfaction captured at every job close
- ✓Auto-generated FSJ task numbers linked to parent ticket for full audit trail
- ✓Conflict detection prevents double-booking of engineers
- ✓Timezone-correct appointments across APAC, EMEA, and Americas
- ✓Photo and GPS evidence reduces SLA dispute resolution time
- ✓Parts costs captured at job time — no separate purchase-order matching
- ✓Digital sign-off eliminates paper service reports
- ✓Customer satisfaction trends visible in real-time reporting
- ✓All billing in one place — no cross-module reconciliation
Use cases
Built for enterprise IT operations across APAC
FINOS FSM is used by Brocent's managed-service clients to run on-site IT operations across offices, data centres, retail chains, and campuses.
Multi-office break-fix
When an incident ticket arrives for a remote office, the helpdesk spawns a dispatch task, assigns the nearest available engineer, and tracks arrival GPS — all without leaving FINOS.
Planned maintenance rounds
Scheduled maintenance tasks are created in advance with time windows and engineer rosters. Appointment reminders fire automatically and completed rounds feed into billing without manual timesheet submission.
Retail IT rollout
Equipment installation across a chain of stores is managed as a batch of service tasks, each with GPS sign-in proof and a digital customer sign-off — providing an auditable record for procurement and compliance.
How it works
From ticket to invoice in one platform
Ticket triggers dispatch
A helpdesk ticket reaches 'Field Service Scheduled' status. FINOS creates a linked service task (FSJ-TKT-XXXXX-01) and notifies the dispatch queue.
Engineer assigned
The dispatcher selects an FSM-enabled engineer. The system checks FSM availability and flags any scheduling conflicts before confirming the assignment.
Appointment scheduled
A timezone-aware appointment is created with start time, end time, and buffer. An automated reminder is sent to the engineer ahead of the appointment.
GPS check-in on site
The engineer opens the FINOS mobile view, taps Check In, and the app captures GPS coordinates and an optional photo. The geofence check runs instantly.
Work logged in real time
Progress updates, issues, and solutions are logged against the task throughout the job. Billable time runs automatically from check-in to check-out.
Parts recorded
Any parts or consumables used are added to the work log with quantity and unit price, so costs are captured the moment they are consumed.
Customer signs off
On job completion the customer signs digitally, rates the service 1–5 stars, and adds optional feedback. The signature is timestamped and stored.
Billing lines consolidated
Time logs, parts, and any related MSP work logs are consolidated into BillingLine rows and pushed to the FINOS billing engine for invoice generation.
Platform integration
Deeply connected to every FINOS module
Field service tasks don't exist in isolation. FINOS FSM reads from and writes to the other modules your operations team already uses.
FINOS Tickets Manager
Service tasks are spawned directly from open tickets. Status changes on the task (dispatched, completed) automatically update the parent ticket, keeping helpdesk and field teams in sync.
Engineers & Resource Pool
The FSM uses the central Engineer roster (fsm_enabled flag) for assignment and availability checks, so there is a single source of truth for your technician workforce.
Customers & Sites
Service address, contact name, and GPS coordinates are pulled from the linked customer and site records, eliminating manual data entry at dispatch time.
Billing & Invoicing
BillingLine rows written by the FSM flow into the FINOS billing engine, so field labour and parts appear on the same invoice as ticket-based work without manual entry.
MSP Connector
If your helpdesk runs on ManageEngine ServiceDesk Plus, work logs from MSP are pulled into the same BillingLine table alongside FSM time logs for unified cost reporting.
Notification Centre
Dispatch, reminder, and completion events are routed through the FINOS notification centre, supporting email, push, and WebSocket channels from a single configuration point.
FAQ
Common questions about FINOS Field Service Manager
Does the FSM module require a separate app install for engineers? +
No. Engineers access the FSM functions through the FINOS web interface on any device. The GPS check-in uses the browser's Geolocation API, so no native app install is required.
How accurate is the geofence check-in? +
The default geofence radius is 200 metres, calculated using the Haversine formula for accurate great-circle distance. The radius is configurable per service task if the site has a large campus or restricted GPS signal area.
Can we create standalone dispatch tasks that are not linked to a ticket? +
Yes. Standalone tasks use the ST-YYYYMMDD-XXXXX numbering format. Ticket-linked tasks use the FSJ-{ticket_number}-{seq} format. Both flows are fully supported.
How does timezone handling work for international teams? +
Appointments store UTC timestamps for accuracy alongside local timestamps for display. The timezone is set per task using IANA timezone IDs (e.g. Asia/Hong_Kong, America/New_York) so daylight-saving transitions are handled correctly.
What happens if an engineer is assigned who has a conflicting task? +
The system performs an overlap check against all active tasks (assigned, dispatched, in_progress) in the same scheduled window. If a conflict exists, it surfaces the conflicting task numbers and blocks the assignment until resolved.
Can customers see work log entries? +
Each work log entry has a customer-visible toggle. Internal notes (issues, diagnostic steps) stay hidden. Progress updates and solutions can be marked visible so clients see real-time job status without exposing internal commentary.
How is billing handled when work comes from both FSM and MSP? +
The BillingLine table unifies chargeable entries from three sources: FSM TimeLog, ticket comments with billing data, and MSP work logs. All three are normalised into the same schema (minutes, rate, amount, currency) so invoicing reads one table.
Related tools
Other FINOS modules your team may need
FINOS Field Service Manager works best when paired with the other modules that power the Brocent managed IT platform.
Ready to modernise your field IT operations?
Talk to your Brocent account manager to activate FINOS Field Service Manager for your organisation — or contact us to learn how FINOS fits your managed IT setup.