Overview

This guide walks through how a new equipment installation is recorded and tracked in FieldAx, from the moment an installation request is logged through to job completion. The process follows three stages:

• Create a Case — log the request; for new equipment installation, the Installed System (Asset) is created and linked right here, while for a Service request the existing Installed System is simply selected from the lookup
• Create a Job — once the Case reaches the Job Execution stage, generate a Job directly from the Case (one Job per Case)
• Assign, Execute & Complete the Job — dispatch the engineer, track progress, and close out the installation

Every installation is captured against the Installed System (Asset) record, which becomes the single source of truth for that equipment’s entire service history — installation, future service visits, and AMC visits.

  Case status and Job status are two separate, independent flows. The Case flow (Initiated → Internal Review → Principal Review → Job Execution → Escalation → Closed) tracks the request through internal review, while the Job flow (Queued → Assigned → Accepted → Evaluation → OEM Support → Job Execution → Completed) tracks execution once a Job exists. The two are not auto-synced — each is updated on its own record. This applies to Installation, Service, and AMC alike. 

Figure 1: Installation Flow — end-to-end summary

STEP 1: Create a Case 

When a customer request for a new equipment installation comes in, the first record created in FieldAx is a Case. The Case captures the customer, contact, and request details, and tracks the internal review process before work begins.

Key fields captured when logging a new Case:

Figure 2: New Case form

Once saved, the Case moves through the following stages:

• Initiated — the case is logged
• Internal Review — the request is reviewed internally
• Principal Review — consulted with the OEM/Principal if required; this step is optional and can be skipped, moving the Case directly to Job Execution
• Job Execution — work is underway; the Create New Job button becomes available only once the Case reaches this stage (applies to Installation, Service, and AMC), and since one Case can have only one Job, the button is not available again once a Job exists
• Escalation — used only if the case is delayed beyond the expected timeline
• Closed — the case is closed once the team confirms the linked Job is completed and signed off; this is a separate step on the Case, not an automatic update

1.1  New equipment? Create the Installed System (Asset) here

If the Case is for the installation of new equipment, the Installed System (Asset) is created and linked directly on the Case using the Installed System lookup field — the equipment record doesn’t wait for the Job to exist. If the Case relates to equipment already on record, the existing Installed System is simply selected instead.

The following details are captured for each Installed System:

Because the Installed System is linked at the Case, the Job created from that Case automatically inherits the same Installed System — and every future visit against that equipment (service calls, AMC visits) rolls up under the same Asset record, giving a complete history of how many times an engineer has attended to it and how much time has been spent.

1.2  Service request? Select the existing Installed System instead

This same Case form is used for Service jobs — the only difference is in how the Installed System field is handled. Instead of creating a new record, the engineer starts typing in the Installed System lookup and searches for the equipment already on record; recently viewed systems appear automatically to speed up selection.

2a: Service Case — selecting an existing Installed System from the lookup instead of creating a new one

Once the existing Installed System is selected, everything downstream works exactly the same way as an installation — the Job created from this Case inherits the selected Installed System, and the visit rolls up into that equipment’s existing service history alongside its installation and any prior AMC or service visits. Only Job Category and Job Type change to reflect Service rather than Installation.

 STEP 2: Create a Job 

Once the Case reaches the Job Execution stage, the Create New Job button becomes available on the Case — this applies whether the request is Installation, Service, or AMC. Clicking it opens a short form to capture the job scheduling details, and the resulting Job is automatically linked back to the Case. Each Case can have only one Job, so the button is no longer shown once a Job has been created against it.

• Job Category — e.g. Installation
• Job Type — e.g. Installation
• Planned Job Date & Time — when the installation is scheduled
• Urgency — Normal, High, or Critical

Figure 3: Create New Job — quick action from the Case

Once created, the Job carries forward the Customer, Installed System, and Source Case, and starts at status Queued. It also tracks Job Details (Job Description, Job Detail, Message to Engineer) and a Job Summary section (Engineer Completion Notes, Internal Comment, Measurements) that gets filled in as the work progresses.

Figure 4: New Job record — status Queued, linked to the Source Case

  STEP 3: Assign, Execute & Complete the Job 

With the Job created and the Installed System already linked, the remaining work happens on the Job record itself — dispatching to an engineer, tracking day-wise progress, completing the sign-off checklist, and closing the job.

3.1  Dispatch and schedule the engineer

From the Job record’s action menu, select Dispatch to open the scheduling view and assign an engineer against the planned date and time.

Figure 5: Job actions — Dispatch, Add Parts, Sign-Off Checklist, Consume Parts, Attach Photos, Complete

Figure 6: Quick Schedule — engineer assigned against the planned job date

Once scheduled, the Job status moves from Queued to Assigned.

3.2  Record day-wise progress

For installations that span more than a single visit, comments can be added to the Job at any point using Add Comments. Each entry is automatically timestamped and appended, building a running, date-wise log of what was done.

Figure 7: Add Comments — logging a site visit update

Figure 8: Internal Comment log — entries are stamped with user and date/time

3.3  Complete the sign-off checklist

Before closing the job, the engineer completes the Installation checklist covering functional, electrical, safety, and training items, and can capture any pending issues in the notes field.

Figure 9: Installation Sign-Off Checklist

3.4  Generate the Service Report and capture sign-off

A Service Report can be generated and saved to the Job at any point in progress — not only at the end. This lets the engineer save a report after each day’s visit, building a day-wise record on the Job, right through to the final version.

• Generate the Service Report and select Save PDF to Job to attach it to the Job record
• This can be repeated daily for multi-day installations, so each day’s report is saved against the Job
• On the final visit, the Engineer Signature (and customer signature, where applicable) is captured digitally
• Once the signature is captured, the screen confirms Ready to Complete Job

Figure 10: Service Report saved to Job, with digital signature captured

3.5  Mark the Job complete

With the signed-off Service Report in place, select Complete from the Job actions menu. This is the final action that closes out the job.

Figure 11: Complete — final action on the Job actions menu

• Selecting Complete Job marks the Job as completed in the system
• The Installed System (Asset) status is updated to Active, making it available for future Service and AMC jobs
• Job status is tracked and updated independently on the Job record — it does not automatically change the linked Case’s status, since the Case and Job flows run separately
• The Case is then moved to Closed as a separate step, once the team confirms the Job is complete and customer sign-off has been captured

  The Job status flow runs independently of the Case status flow: Queued → Assigned → Accepted → Evaluation → OEM Support → Job Execution → Completed. Each stage is tracked and can be viewed on the Job record as work progresses. OEM Support is optional and can be skipped. If a Job is not closed within 7 days, it is automatically escalated. This flow applies the same way for Installation, Service, and AMC jobs. 

Summary

The installation process in FieldAx follows a simple, linear flow:

• Case created → installation request logged; for new equipment, the Installed System (Asset) is created and linked right on the Case
• Job created → once the Case reaches Job Execution, a Job is generated from the Case, linked to it as the Source Case and inheriting the same Installed System — one Job per Case
• Job assigned, executed, and completed → engineer dispatched, progress logged day-wise, checklist signed off, Service Report saved to the Job (daily, if needed) with final digital sign-off, Asset activated
• Case and Job status flows run independently → the Case flow and Job flow are tracked separately (Job flow includes optional OEM Support and 7-day auto-escalation if not closed), with the Case moved to Closed once the team confirms the Job is complete and customer sign-off is captured

Deployment checklist for Service flow: 

Schedule:

*Disclaimer: The deployment timeline is subject to change in case of unforeseen bugs, technical issues, or requirement changes.

COMPONENTS FOR SERVICE:

1. Source Control Update Completed: Yes/No
2. Data Backup: Not Applicable
3. Code Coverage: / Applicable
4. Code Review Completed: Yes/No
5. Deployment Method:

✔     Changeset

❑     Salesforce CLI

❑     Ant Migration Tool

❑     Manual Record Creation/ Updation

1. Deployment Sequence

1. Post-Deployment Steps
    

o   Not Applicable