---
title: "CMMS: Service Calls"
url: "https://ensights.productfruits.help/en/article/cmms-service-calls"
language: "en"
last_updated: "2026-08-25T10:40:30.075Z"
---

# CMMS: Service Calls

The maintenance work queue — raising a job, assigning it, attaching forms and parts, and tracking it to closure.

*Operations → CMMS → Service Calls*

## What CMMS is

CMMS is the maintenance side of the portal. Monitoring tells you something is wrong; CMMS is where that becomes work with an owner, a due date and a record of what was done. It has four tabs: **Service Calls**, **Cleanings**, **Calendar** and **Service Providers**.

![The CMMS service call list with asset, type, title, opened and due dates.](https://cdn-assets.productfruits.com/a648444a-e979-4b5b-971d-2cc11248344e)

*The service call list, grouped and filtered like every other list in the portal.*

## The list

Default columns are **Asset**, **Type**, **Title**, **Opened At** and **Due Date**. The column picker adds the rest of the working set: **Description**, **Case Id**, **Technician**, **Component**, **Status**, **Planned Start Time**, **Closed At**, **Resolution**, **Costs**, plus the customer's **Customer**, **Email** and **Phone** — and any custom fields and tags your tenant has defined.

Views, search, **Group By**, export and the period control behave as they do everywhere; the period defaults to **Monthly**, so a task due next month is not missing, it is one step forward.

## Filtering the queue

![The service call filter panel: type, status, overdue only, technician, customer and system.](https://cdn-assets.productfruits.com/34a8749d-b8a9-4c6f-a2f7-891209c9d038)

*The filter panel: type, status, overdue, technician, customer and system.*

-   **Type** — Malfunction, General, Cleaning, Annual Maintenance.
-   **Status** — Open, In Progress, Completed, Closed.
-   **Overdue only** — the single most useful switch on the page.
-   **Technician** — filter by assignee, which is how you build a per-technician worklist.
-   **Customer** and **System** — scope to one account or one site.

## Raising a service call

![The New Service Call form with asset type, system source, assignee and dates.](https://cdn-assets.productfruits.com/2db88b5a-09d1-460f-bb42-e34a8f16947c)

*The New Service Call form.*

-   **Asset Type** — Solar, Storage or EV Charging.
-   **Type** — Malfunction, General, Cleaning or Annual Maintenance. This is what the Type filter and the reports group on, so be consistent.
-   **Status** — starts at Open.
-   **System Source** — **Selected Systems**, **Group** or **Customer**. Choosing Group or Customer raises the job across a set of sites in one action, which is how a cleaning round or a firmware campaign is created.
-   **Assignee** — the technician or service provider who owns it.
-   **Open date**, **Due date**, **Planned Start Time** — the due date drives the Overdue flag and the calendar.
-   **Title** and **Description** — what the technician needs to know before travelling.
-   **Attach Forms** — attach a form template so the technician completes a structured checklist on site (see *Forms*).
-   **Inventory** — search and attach the parts the job will consume, which reserves them against stock.
-   **Add Survey**, **Service Costs**, file uploads and a **High Priority** switch complete the record.

Tenant-specific custom fields appear on this form too — anything your organisation added shows alongside the standard fields.

## Working a call

![Row actions on a service call: edit, notify, close task and delete.](https://cdn-assets.productfruits.com/f39125a5-6d2f-44c0-8676-7d3836664e96)

*Row actions on a service call.*

-   **Edit** — update status, assignee, costs and resolution as the job progresses.
-   **Notify** — tell the customer or the assignee. Whether the customer receives it depends on the notification toggles on their record.
-   **Close Task** — record it as done.
-   **Delete** — removes the record and its history; prefer closing.

## Where service calls come from

Most start as an insight: *New Service Call* from a row in Insights & Alerts, or from a site's own Insights tab, carries the alert's context into the job. Others are planned work — an annual maintenance visit, a contracted cleaning — created directly here.

Once raised, the job is visible in three more places: the site's **Maintenance** tab, the CMMS **Calendar**, and the fleet list's *Service Call Status* filter.

## Common tasks

**Build today's worklist for a technician.** Filter → Technician → their name, Status → Open and In Progress. Save it as a view named after them.

**Catch what is late.** Filter → *Overdue only*. Sort by Due Date ascending.

**Raise one job across a portfolio.** New Service Call → System Source → Group or Customer.

**Send a technician with a checklist.** Attach a form template on the service call; the completed answers land in Forms → Results.

**Account for parts.** Add them from Inventory on the call rather than adjusting stock by hand afterwards.

## Common questions

**A job I created is not in the list.**  
Check the period — the list defaults to the current month and the job may be due later — and any saved filters.

**Did the customer see this?**  
Only if their record has *Share Service Calls* or *Send Notifications on Service Calls* switched on.

**Should I close or delete?**  
Close. Deleting removes the maintenance history you will want at contract renewal or in a warranty claim.