A Parts Request is created when a field agent needs a component to complete a job but does not have it on their vehicle or at the job site. The agent raises the request from the Work Order in the FSM mobile app, specifying the part needed and the quantity. This triggers a notification to the dispatcher and parts coordinator, who can source the part from inventory, arrange delivery, or advise the agent on alternatives.
The Parts Request follows an approval and fulfilment workflow. A parts coordinator reviews the request, checks stock availability at the nearest warehouse or depot, and either approves dispatch of the part or flags it as out-of-stock and initiates a purchase order. The agent is notified of the status, allowing them to decide whether to wait at the job site, reschedule the appointment, or complete other tasks while the part is sourced.
When a Parts Request is raised mid-job, the Service Appointment typically moves to On Hold status, indicating the job is paused pending parts. This status change is visible to the dispatcher and reflected in SLA tracking, which may pause or reset the SLA clock depending on the FSM configuration. The job is not counted as a failure or missed appointment while legitimately on hold for parts.
Yes, through integration with Zoho Inventory or Zoho Books. When a Parts Request reveals that a component is out of stock in the FSM inventory, a purchase order can be automatically created in the linked inventory system to replenish the stock. This closes the loop between field consumption and procurement without requiring manual PO creation.
A Parts Request raised during a job typically indicates that the job cannot be completed in a single visit, which counts as a first-time fix failure. Tracking which Work Order Types and Asset Categories generate the most Parts Requests identifies where pre-staging standard parts on field agent vehicles would reduce first-visit incompletions. This is one of the most actionable uses of Parts Request data.
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