# Service orders and the dispatch board

> Raise a job, put it on a technician's day, and walk it from scheduled to invoiced; the customer is told at each step.

Section: Field service · Canonical: https://intubu.intuitivecapital-dai.com/docs/service-orders

Service → Dispatch board, Service orders.

**The order.** Customer, site, the equipment it concerns, the problem in one line, priority, skills needed and an estimate in minutes. An order under a contract inherits that contract's priority and SLA clock.

**The board** is a day, one lane per technician, shaded by load. Click an unassigned order, then an hour in a lane, and it is scheduled. A technician without the needed skill, or a day already full, is a warning you can override; a visit that overlaps another on the same person is refused outright. An **emergency** takes the slot and pushes whatever it displaces later in the day — every moved visit is listed so those customers can be told.

**The lifecycle** is forward-only: new → scheduled → en route → on site → completed → invoiced. Cancelling is allowed until completed. Each step is on the order's timeline, with who did it.

**The customer is told** at scheduled, en route ("Your technician is on the way — arriving about 10:40"), on site, completed and cancelled. How is set under Service → Technicians → *Service settings* → **Customer notices**: *Email (via the company mailbox)* (the default), *Text (via your Twilio account)*, *Email and text*, or *Off*. A text goes to the site contact's phone, else the customer's mobile, else their phone, and never to a number that has replied STOP — see [Text messages (SMS) through your own Twilio account](https://intubu.intuitivecapital-dai.com/docs/text-messages). When no mailbox or no Twilio is connected, or there is no address or number, the timeline says *not texted* or *not emailed* and why, rather than pretending.

**Planning the day's driving.** The *Route* button on a technician's lane puts that day's visits in the shortest order — see [Routing a technician's day and site locations](https://intubu.intuitivecapital-dai.com/docs/service-routing).

**SLA.** A contract's respond-within and on-site-within hours become due times on the order; arriving after the on-site deadline marks the order breached, and the dashboard counts them.