A Save and Add New Inventory option has been added to the Inventory Item View page, allowing users to save the current inventory item and immediately start adding another one without returning to the inventory list.

Added the Save and Add New Inventory button to the new inventory form.
Saves the current inventory item and opens a fresh form for adding another item.
Automatically clears and resets the fields in the new inventory form.
Allows users to add multiple inventory items consecutively using the same option.
The previously saved inventory item is added to the inventory list after a successful save.
Required-field and validation messages are displayed when entered information is missing or invalid.
Prevents duplicate inventory items when the button is clicked repeatedly after a successful save.
The existing Save button continues to save the inventory item without opening a new form.
Both Save and Save and Add New Inventory save the inventory item with the same entered information.

Search Enhancements:

Initially there is no data in the Inventory Item View page. If the user search anything, then it will load.

2. Added Note section in Claim Processor Screen

In the Claim Processor, we introduced a Note section, so here user can add any note.

In the following image there is a sample note as highlighted.

And for this claim processor if there is any job then this note will come as a banner in the job page as shown below.

If there is no note in Claim Processor the job has no such banner as shown below:

3. Markup/Margin Calculator in the Item/Part Section

A Markup Calculator has been added to line items, allowing users to calculate and apply markup directly to individual items. Users can enter a markup value, calculate the resulting selling price, and apply the markup to the selected line item.

Added a Markup Calculator icon to each line item.
Users can calculate markup based on the entered value.
Markup is applied only to the selected line item.
Changing the Cost value will automatically update the applied markup percentage. Clicking outside the popup area will update the details. No need to click Update each time.

Changing the Price value will automatically update the applied markup percentage.

Changing the % value user will need to click the Update and price will be updated accordingly.

Clicking Cancel or the Close (X) icon closes the popup. The selling price is recalculated correctly when a new markup value is applied.

4. “Assigned To” column added in the Task grid

In the Task grid a new column added named “Assigned To”. It shows the names to whom the tasks are assigned.

5. Enhanced Task Management and Scheduling

Task Management has been enhanced to make it easier to create, schedule, update, and manage tasks directly from the Schedule Board.

Create Tasks from the Schedule Board
Users can now create tasks directly from the Calendar View and Staff View of the Schedule Board. Newly created tasks are automatically displayed with the correct technician, date, time, and duration.

Drag-and-Drop Task Scheduling
Tasks can now be easily managed using drag-and-drop:

Drag a task to a different time to update its date and time.
Drag a task to another technician to reassign it.
Resize a task by dragging its start or end edge to adjust its duration.

Task Details Side Panel
Clicking a task opens the Task Side Panel, where users can view and update task details. Changes are saved and immediately reflected on the Schedule Board.

Task Creation from Multiple Pages
Users can create tasks directly from the Job Page, POS Page, and Customer Page, providing a consistent task creation experience throughout the application.

6. Prevent Schedule Date Changes for En Route or Completed Trips

To prevent active or completed trips from being unintentionally rescheduled, ServiceWorks now displays a warning when users attempt to change the schedule date or technician for a trip that is already En Route.

Changing the schedule date or technician after a trip has started can remove the job from the technician’s route and may cause the job to be overlooked. The new warning message popup helps users understand that an additional visit should be created as a new schedule instead.

When an En Route trip is edited from the Web/Mobile application:

A warning is displayed if the user changes the schedule date or technician.
The warning is not displayed when the user selects the existing schedule date or technician.
If the user cancels the warning, the original schedule date, technician assignment, and En Route status remain unchanged.
The warning reflects the trip’s current status, including when the trip was marked En Route from the Mobile application.

Permitted Edits

The warning does not appear for other permitted edits, including:

Adding or changing the trip time
Editing the En Route or Arrived time
Editing the Completed time
Adding a tip note
Adding content
Adding a new schedule
Other permitted edits that do not change the schedule date or technician

Additional Validation

The behaviour has also been verified for:

Changes made from both Web and Mobile
Multiple users accessing the same En Route trip
Simultaneous schedule date and technician changes
Cancelling changes and verifying that no data is saved
Subsequent permitted edits after cancelling a warning
Completed trips
Trips with recorded mileage/miles travelled

Note: If a trip is not currently En Route but has mileage/miles travelled recorded, a warning is also displayed when the schedule date is changed or the technician is removed.

7. Technician Job Counts Across Scheduling Views

The number of jobs assigned to each technician now displayed next to the technician’s name in the fourth board and staff view sections in the schedule board. An at-a-glance view of technician workload can be checked across in scheduling screens.

The job count is shown in parentheses after each technician’s name and the count will get synchronized automatically as scheduling changes are made.

Technician job counts are synchronised across:

Staff View
4th Board
Calendar View
Create Job Page

The technician job counts update automatically when the following events occurred without requiring a page refresh:

When a job is created and assigned to a technician
When a job is assigned or unassigned
When a job is reassigned to another technician
When a job is moved between technicians using Drag & Drop operation
When a job is moved using Click & Assign
When a job is moved between different days

Moving a job within the same technician does not change the technician’s job count. When a job is moved to another technician, the count decreases for the previous technician and increases for the newly assigned technician.

Technicians with no assigned jobs display (0).

Calendar and 4th Board Counts

In Week View, the 4th Board displays technician job counts based on the selected day, rather than the technician’s total jobs for the entire week. The count updates immediately when a job is moved to a different day.

Technician job counts remain accurate when scheduling filters are applied or cleared, including:

Team
Technician
Zone
Status
Job Type

Only jobs relevant to the selected view and filters are reflected in the displayed counts.

Real-Time Synchronization

Job counts remain synchronized across Staff View, 4th Board, Calendar View, and Create Job Page after scheduling changes. Updates are reflected immediately without requiring users to manually refresh the page.

8. Job Type Filter Added to the Invoice Page

The Invoice page now includes a Job Type filter, allowing users to quickly narrow down invoices based on one or more job types.

The filter is available as a multi-select dropdown, with All selected by default.

When All is selected, invoices for all job types are displayed.
Selecting one or more specific job types automatically deselects All.
When multiple job types are selected, the invoice list displays invoices matching the selected job types.
Selecting All again displays invoices for every job type.
If no specific job type is selected and All is selected, all invoices are displayed.

Updated Invoice Information

The following information automatically updates based on the selected Job Type filter:

Invoice list
Invoice count
Invoice Status summary
Invoice amounts

Works with Other Filters

The Job Type filter can be used together with the existing Invoice page filters, including:

Date
Customer
Account
Zone
Invoice Type
Option

This makes it easier to locate and analyze invoices for specific job types while using other invoice filters at the same time.

9. Job Link Added to the Receive PO Grid

The Receive PO grid now displays the associated Job Number as a clickable link when a Purchase Order (PO) is linked to exactly one job. Users can now quickly access to the related job without having to search for it separately.

When a PO is associated with one job, the Job Number is displayed as a clickable link.
Clicking the Job Number opens the corresponding job in a new browser tab, while the Receive PO grid remains open in the current tab.
The Job Number link continues to work after searching for a PO in the Receive PO grid.

When the Job Link Is Not Displayed

The Job Number link is not displayed when:

A PO is associated with multiple jobs.
A PO has no associated job.

This enhancement provides a faster way to navigate from a received PO directly to its associated job while preserving the user’s current Receive PO view.

10. Purchase Order Cancellation Updates

The purchase order cancellation verbiage has been added on the Edit Job page in both the Web Application and Mobile App. When a purchase order or an individual part within a purchase order is cancelled, the system now displays the part’s cancelled status in the purchase order. The cancelled purchase order remains associated with the job, allowing users to view its status. If users need to reorder the cancelled part, they can create a new purchase order.

11. Customer A/R & Statements now Show Only for Completed Jobs

Customer A/R and Statements will be based on only those invoices and amounts relating to jobs that have been completed. Open or unfinished jobs will not form part of the customer’s balance and statements.

Completed Jobs Only: Customer A/R and Statements now calculate and display invoice amounts only from completed jobs.
Prepaid Balance: The Prepaid Balance column correctly displays negative prepaid or credit amounts, while ensuring that Total Due does not fall below zero.
Accurate Total Due: Total Due is recalculated correctly after applying payments, refunds, and write-offs to completed jobs.
Hide 0 Dues: When enabled, the Hide 0 Dues option displays only customers with a positive Total Due. When disabled, customers with zero balances and overpayments are also displayed.
Filter Persistence: The Hide 0 Dues selection remains active until the user manually changes it.
Accurate Exports: Exported Customer A/R data matches the information displayed on screen, including Prepaid Balance and Total Due, and respects the Hide 0 Dues filter.

12. API Endpoint for Warranty Claim Payment Application

The API has been enhanced to support warranty claim payments, allowing warranty payments to be securely submitted, tracked, and reconciled directly against warranty claims.

Warranty payments can be applied directly to a warranty claim using the API.
Payments are recorded against the warranty claim rather than the customer payment field.
Full and partial payments are supported, with the warranty due amount updated accordingly. That is the warranty due amount is reduced correctly after a successful warranty payment.
The customer payment amount remains unchanged when a payment is applied through the warranty payment API.
A full warranty payment is equal to the outstanding warranty amount changes the warranty due amount to zero.
A partial warranty payment reduces the outstanding warranty amount by the exact payment amount.
Multiple warranty payments can be applied to the same warranty claim and the total payment amount is calculated correctly.
The API stores the payment type correctly when the warranty payment is submitted as Check.
The check number is stored correctly with the warranty payment.
Payment details such as payment type, payment date, reference number, check number, and ACH/reference number are stored correctly.
Support is provided for payment modes such as Credit Card and Check.
A single payment can be distributed across multiple warranty claims and jobs, with payment totals reconciled correctly.
Warranty payments are displayed in the corresponding ServiceWorks job and warranty payment history.
Warranty claim and customer balances are updated accurately after payment processing.
Write-off functionality is supported for warranty payments.
Validation & Security: The API validates the submitted Job Number and warranty claim information before processing a payment. Invalid job numbers or claim identifiers return an appropriate validation response.

Unauthorized API requests are prevented from applying payments to warranty claims, helping ensure secure payment processing.

Supported Payment Information

The API supports payment details including:

Paid Date
Total Paid Amount
Payment Mode
Check Details
Credit Card Details
Reference Number
Vendor Type and Vendor Name
Job Number
Payment Category — Part, Labor, Other, or Mileage
Paid Amount per Job

This new feature makes it easy for payments made to be processed via the API without any problems when it comes to keeping the correct warranty balance and payment history in the ServiceWorks system.

13. Filter Jobs by Call Source and Call Type on the All Jobs Page

The All Jobs page now includes Call Source and Call Type filters. These filters allow users to quickly narrow down the job list based on how a job was received and the type of service requested.

Users can now:

Filter jobs by Call Source.
Filter jobs by Call Type.

Apply Call Source and Call Type filters together to display jobs matching both criteria.

Change or clear the selected filters to dynamically update the job list.

Use these filters in combination with existing All Jobs filters, such as Job Status, Job Type, Classification, Zone, and other available filters.

Benefits

These filters make it easier to locate and manage specific jobs, particularly when users need to identify jobs originating from a particular source or belonging to a specific call type.

14. Final Disposition Status for Returned Parts

The PO Return enhancement improves the handling of returned items and partial returns on jobs. When an item is returned to a vendor, its final disposition status is updated to “Returned” and the returned line item is locked to prevent further editing or deletion. For partial returns, the system automatically separates the returned and remaining quantities into individual line items, preserving the correct Tracking ID and quantity for each.

Users can return multiple items from the same distributor in a single transaction, including items with different return quantities. It accurately calculates the remaining quantity as Original Quantity − Returned Quantity, while keeping the remaining eligible quantity editable for future returns. Subsequent returns affect only the remaining quantity and do not modify previously returned items.

The Product section and Tracking ID history now provide clear visibility into returned and remaining quantities, while multiple return transactions maintain separate return history without duplicating or losing quantities. Returned and remaining line items, statuses, quantities, and Tracking ID information are also retained after logout and login.

15. History – Open Jobs Tab and Cancelled Job Updates

The History section has been enhanced to provide a clearer and more consistent view of open and cancelled jobs. The Open Jobs tab is now positioned as the first tab on the extreme left and is selected by default when the History section is opened.

It displays applicable open jobs across Past, Present, and Future periods, while completed jobs are excluded.

The Open Jobs view has also been standardized across both the Old and New History views. The Completion Date column and Brand Picture are removed from the Open Jobs tab, and the Job Type column is positioned immediately after the Ticket Number.

In addition, today’s cancelled jobs are displayed correctly in both the Open Jobs and History sections, with accurate job counts and sorting. The data shown in the upper and lower sections remains consistent for the same jobs, and the “History” label is maintained across all sections regardless of the selected tab or job status.

These updates are applied consistently across Past, Present, and Future jobs and across both Old and New History views, providing a more uniform and reliable job-history experience.

16. Part Triage – Service Panda Integration and Item Matching

The Part Triage functionality has been enhanced to simplify the process of identifying and adding recommended parts to a job through Service Panda. When a user initiates Part Triage, the system uses the job information and Service Panda recommendations to identify the appropriate item.

Service Panda Page Opens as shown below.

If the recommended item already exists in the company’s inventory, the item can be added directly to the job, providing a faster and simpler workflow.

If the system cannot find a matching inventory item, the user is taken to the item details section to provide the required information. In this scenario, the available item details are populated automatically, while the user can provide or update the missing brand information needed to identify a matching item.

To make the workflow clear, an informational message is displayed below the item details explaining that the additional information is required because a matching item could not be found in inventory. This helps users understand why the additional information is being requested.

17. Customer Last Name Legends

Four new customer last-name legends have been added to provide greater flexibility and accuracy when configuring customer-facing documents and communications:

{CustomerLastName}
{BillToCustomerLastName}
{ShipToCustomerLastName}
{PickupCustomerLastName}

These legends are now available in Invoice Template, Warranty Invoice Template, Print Ticket Template, and Estimation Template, with appropriate descriptions and help text to clarify their usage.

Each legend dynamically replaces with the correct last name based on the applicable customer type, including sub-customers and scenarios where Bill To and Ship To are set to Both.

The new legends are supported consistently across template previews, Job Invoice View, Print Ticket, Invoice Emails, Estimation View, Estimation Print, Estimation Emails, Reminder previews, and Reminder Emails, including both normal and warranty jobs. They also work correctly for Customer Invoices and Warranty Invoices associated with warranty jobs.

When a corresponding customer last-name value is unavailable, the applicable legend is automatically omitted rather than displayed as an unresolved placeholder. Other legends with valid values continue to be replaced correctly. This ensures cleaner and more accurate customer information across invoices, estimates, tickets, emails, and generated PDFs.

18. Reliable Core Part Handling for Inventory Items and Purchase Orders

The inventory and Purchase Order enhanced to automatically manage Core Parts based on the item’s Core information and the distributor’s Core Cost.

When an inventory item has Core information (Has Core Checkbox selected), the corresponding Core Part is automatically added as the next line item. For new items, Core details such as Has Core and Core Cost are populated automatically when provided by Reliable.

Changing the distributor between Marcone and Reliable automatically updates the Core Part from the Marcone EXCR suffix to the Reliable CORE suffix or vice versa, applies the selected distributor’s Core Cost/details, and retains only the applicable Core Part without creating duplicates. If no Core Cost or Core information is available, only the original item is added.

Enhancements done in the Mobile App

“Show in Schedule” option in the edit Job page

A new Show in Schedule checkbox has been added to the Edit Job page.

When Show in Schedule is checked, the job is displayed on the Schedule Board.

When the checkbox is unchecked and the job is updated, the job is removed from the Schedule Board.

Schedule Board Task Management

Task management on the Schedule Board has been enhanced in the ServiceWorks Mobile App, that provides users with greater flexibility to create and manage tasks directly from the schedule board.

Users are able to create new tasks directly from the Schedule Board.
Newly created tasks will appear on the Schedule Board with the correct technician, date, time, and duration.

Tasks can be dragged and dropped to a different date and time, with the task schedule updated accordingly.
Task updates, including reassignment and duration changes, are reflected in the Schedule Board without requiring a page refresh.

The technician who is assigned to the task will see the assigned task in the schedule board. Admin can see all the tasks assigned to different technicians.

If you tap on the Task it will open in Edit mode.

Task can also be dragged and dropped in another time slot. The time will automatically be updated.

Similar like website you can now create Task or Job by tapping on the available slots as shown below.

Warning messages for Jobs with different dates or Enroute status

The new warning messages now evoke to help prevent scheduling conflicts when technicians or admins attempt to perform actions on jobs with different dates or jobs that are already Enroute.

A Schedule Date warning pop-up is displayed on the Route Sheet and Job Detail pages when a technician attempts to Enroute a job whose scheduled date is not today that is past or future date.

A Schedule Date Warning message will popup as shown below.

User can either tap Proceed or Cancel.

When a job is already Enroute, a warning is displayed as “This trip is already in progress” if an Admin attempts to change the job date or assigned technician.

User can either tap Cancel or Change Anyway button.

Part Triage – Mobile App and Service Panda Integration

The Part Triage functionality has been enhanced in the ServiceWorks Mobile App to make it easier for technicians to identify and add recommended parts directly from the Product page.

A new Part Triage button has been added to the Product page. When the user taps the button, the Service Panda Part Suggestion page opens within the mobile app, allowing the user to review the recommended part and proceed with inventory matching.

Will Call/Pickup Option Under Shipping Strategy During PO Creation

A new Will Call/Pickup option has been added under the Shipping Strategy field during Purchase Order (PO) creation.

This enhancement allows users to indicate that ordered parts or items will be picked up directly from the supplier instead of being shipped or delivered.

By selecting Will Call/Pickup, users can accurately specify the intended fulfillment method while creating the PO, providing greater flexibility and improving the accuracy of shipping and pickup information.

In the PO Receive page in the website the same selection should show.

Bulk Part Pickup

The technicians are now able to select and pick up multiple parts in a single action, making part pickup faster and more efficient. There is a Select All checkbox to select all multiple parts for the current date only.

Technicians can select multiple parts for bulk pickup.
Parts from different jobs can be selected together for pickup.
Technicians can deselect individual parts before confirming the pickup.
All selected parts can be confirmed for pickup in a single action.
Technicians need to tap Pick All button.

Bulk part pickup makes it easier for technicians to pickup multiple parts including parts associated with different jobs.

Improved Brand and Product Family Search

The Brand and Product Family dropdowns have been improved to make it easier for users to find and select the required options.

Short Brand Names Supported: Users can now search for brands using their existing short names, including two-letter names such as GE and LG, three-letter name like WPL. If user types full name then also the result displayed.
Accurate Search Results: Searching for GE or LG returns the correct brand without displaying irrelevant results.
Existing Brand Names Retained: Brands such as GE and LG remain searchable using their existing names and do not need to be renamed to longer names such as General Electric.
Scrollable Brand List: Users can scroll through the Brand dropdown to access brands that are not visible in the initially displayed list.
Scrollable Product Family List: Users can scroll through the Product Family dropdown to view and select options beyond the initially displayed items.

Manual Data Sync Shortcut in Mobile App

A Manual Data Sync shortcut has been introduced on applicable screens of the mobile app, allowing users to synchronize data quickly without navigating away from their current screen or job. The shortcut is accessible directly from all the screens, eliminating the need to exit the screen and navigate through the side menu to initiate a sync. Its consistent placement across the required pages improves accessibility, streamlines the workflow, and provides users with a more convenient way to keep data up to date.

Purchase Order Receiving and Arrived At Customer Disposition Enhancements

Problem

When a Purchase Order (PO) is shipped directly to a customer, users must receive the items at the customer’s location rather than at the company’s warehouse or another location. Without proper validation, users may attempt to receive items at an incorrect location. Additionally, selecting the Arrived At Customer disposition does not automatically trigger PO receiving in the mobile app, and the disposition may remain available even after the associated PO has already been received.

Solution

The PO receiving workflow and disposition handling have been enhanced as follows:

Customer Location Validation: When a PO is configured to Ship to Customer, the system displays a popup warning if the user attempts to receive the items at a location other than the customer’s location.

Automatic PO Receiving at Customer Location: When the user selects the Customer Location then it will allow to receive.

Hiding “Arrived At Customer” disposition.

Enhancements done in the Integration

Email Interception – duplicate jobs handling

The ORHP integration has been enhanced to prevent duplicate jobs from being created when the same dispatch is received more than once.

Previously, if an ORHP dispatch was received for a dispatch number that already existed in ServiceWorks, the system could create another job. This could happen even when the original job had been created manually.

With this enhancement, the system now checks the incoming ORHP dispatch number against existing ServiceWorks jobs before creating a new job.

This enhancement helps prevent duplicate jobs, keeps incoming ORHP information available for review, and gives users better visibility and control when duplicate dispatches are received.

LG Integration Enhancement

Users can now create orders for LG distributors from both the Web Application and Mobile App, providing a consistent and convenient ordering experience across platforms.

So by urgent, it means it’s about the shipping speed. That is what the shipping speed means, whether it’s going to be by ground or FedEx.

Additionally, purchase orders submitted from ServiceWorks to LG are now automatically marked as Urgent basis, enabling default FedEx Air shipping instead of ground shipping. This aligns ServiceWorks orders with orders placed directly through the LG portal. The integration has also been enhanced to send the appropriate ship-to address for purchase orders, ensuring that orders are directed to the intended delivery location.

NSA Availability Process

Contents

NSA Availability

3.1. Overview

3.2. Configure the Claim Processor

3.3. Technician and Zone Mapping

3.4. Time Range Mapping

3.5. Capacity Update

3.6. Availability Update Process

3.7. Service Call Availability in NSA Portal

3.8. How to update/add/edit/delete Zone and Zip in NSA

3.9. Sample Availability Data

4.0. Zone-Wise Record Calculation Logic

3.1. Overview

NSA Availability allows ServiceWorks to send technician availability and capacity information to the NSA portal. The availability information is organized based on Technician, Zone, ZIP Code, Service Class, and Time Range.

For the availability synchronization to work correctly, the NSA configuration, Claim Processor setup, Zone Mapping, Time Range Mapping and Capacity must be properly configured.

In NSA Portal, the Route Name consists of the following information:

First Name
Middle Name
Last Name
Zone Name
Service Class Code (ServiceWorks only considers MA (Major Appliances) for any ppliance companies.

The Service Class is the fourth column used in the NSA portal. And the Group Name should be the zone name group.

Service Class Codes are defined in the Routes section of the NSA document. (https://nsasfapi.docs.apiary.io/).

3.2 Configure the Claim Processor

Before synchronizing NSA Availability, the Claim Processor Setup must be configured correctly.

Steps

Open the Claim Processor Setup.
Configure the NSA claim processor.
Map the appropriate NSA Credentials to the NSA claim processor.
Verify that the credentials are valid and associated with the correct NSA configuration.
Under Availability Update section select both the checkboxes ‘Update Capacity’ to send technician availability to NSA and ‘Update Area’ to send zones to NSA.
Save the configuration.

The Claim Processor configuration establishes the connection between ServiceWorks and NSA. If the NSA credentials are not mapped correctly, the availability synchronization may not work as expected.

Proper Claim Processor Setup to be done for mapping NSA with NSA Credentials.

3.3 Technician and Zone Mapping

After the initial configuration, map each employee/technician to the appropriate Zone through Admin > Company Users.

First add Employee Details.

Next go to Zone Details tab. Each technician should have the appropriate Zone mapping as shown below. Select Zone(s) from Zone dropdown and save. This is how Employee is mapped with Zone(s).

And then configure the required Zone Mapping from the NSA Dispatch from Claim Processor Setup grid as shown below.

How to Send the Group Name from ServiceWorks to NSA

The Group Name is sent from ServiceWorks to NSA by creating Zone Groups and mapping the appropriate Zones to them.

3.4 Time Range Mapping

Time Range Mapping must be configured correctly before NSA Availability is synchronized.

The time ranges configured in ServiceWorks through Configuration > Service Settings menu should correspond to the NSA Availability Time Ranges.

Steps

Identify the time ranges supported by NSA in the Availability section of the document.

Configure the corresponding time ranges in ServiceWorks.

Map each ServiceWorks Time Range to the appropriate NSA Time Range.

Verify that the mapping matches the NSA Availability requirements.
Save the mapping.

3.5 Capacity Update

The Capacity Update configuration determines whether the availability capacity can be updated.

Use Capacity must be enabled. Verify that the Use Capacity option is enabled before running the availability update process.

If Use Capacity is not enabled Capacity will not be used for the availability update.

The Zone Update will also not be performed.

3.6 Availability Update Process

The NSA Availability Process runs through the scheduler every day at 7:30 AM UTC and performs the following three activities:

Check for Updates: The process checks whether any employees have been added or updated, or whether any zones have been added.
Update the NSA Route Table: Based on changes to employee details, the process inserts the relevant records into the NSA Route table. New added zones into service works can be added to NSA by the process. For ZIP codes, the process supports both Add and Delete operations.
Send Availability: The process sends availability information for the applicable zones (routes) and technicians from NSA Route table.

3.7 Service Call Availability in NSA Portal

After time range mapping, the records will be sent to the NSA that will be visible like this in the screenshot given below. Whatever capacity we send from ServiceWorks will reflect in this area in the NSA portal.

The main availability table contains the following columns:

Field	Explanation
Route Name	Identifies the route/technician and the associated service class/zone information. It is the combination of technician’s first name, middle name, last name and then the selected zone will be next to the technician name and service class code. (ServiceWorks only considers Service Class Code MA (Major Appliances).
SC Date	It displays the date configured for sending availability. This configured date will appear in the SC Date field.
Time Block	The Time Block column displays the four time blocks configured for the day. These time blocks are based on the time ranges selected in Time Range Mapping.
Call Quantity	The Call Quantity column displays the quantity passed from the UI based on the configured capacity. The quantity entered in the UI is added to the capacity. The Call Quantity and Group Name values are received from ServiceWorks.
Group Name	Identifies the Zone Group that are mapped in ServiceWorks.
Date Updated	Shows the date and time when the availability record was last updated.
Remove	Provides an option to delete the availability record.

For example, if we consider MA(Major Appliances) as NSA Service Classe and two Time Ranges are mapped in ServiceWorks, the total number of entries generated will be 2 for the same grouping that we created for the Route Name that is Technician, Zone & Service Class.

3.8 Tech Zone block

In the fourth board from the 3 dots menu for a technician, select Tech Availability.

Select the Zone to block and click “Save”, here in the above image, the selected Zone is CA-Inglewood.

Blocked/Unavailable zones for the technician for a particular date will be displayed with a cross mark. Available zones will be displayed with a green tick.

3.9 How to update/add/edit/delete Zone and Zip in NSA

In NSA Portal click Edit Zone Profile from Service Calls dropdown menu as shown below.

The Zone Profile List will open as shown below.

Clicking the required Zone Profile will open Edit Profile window where you can add/update Zip Code.

4.0 Sample Availability Data

RouteName	SC Date	Time Block	Call Quantity	Group Name	Date Updated
AaronRenziAZ-WTucsonMA	09/15/2026	A	15	Arizona	09/15/2026
AlexImanovCA-SantaClaritaMA	09/15/2026	P	20	California	09/15/2026
AmerAlqoromWA-LynwoodMA	09/15/2026	D	10	Washington	09/15/2026

4.1 Zone-Wise Record Calculation Logic

Sample Data for Company ID 6682
Parameter	Value
No Of Employees/Technicians	39
No Of Zones	74
No of Route Names	(No of Employees/Technicians X No Of Zones) 39 X 74 = 2,886
No of TimeBlock	4
No of Rows for One Day	(No of Route Names X No of TimeBlock) 2886 X 4 = 11,544

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ServiceWorks

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Product Enhancement Document 14th October, 2026

Enhancements done in the Website

Enhancements done in the Mobile App

Enhancements done in the Integration

3.1. Overview

3.2 Configure the Claim Processor

3.3 Technician and Zone Mapping

3.4 Time Range Mapping

3.5 Capacity Update

3.6 Availability Update Process

3.7 Service Call Availability in NSA Portal

3.8 Tech Zone block

3.9 How to update/add/edit/delete Zone and Zip in NSA

4.0 Sample Availability Data

4.1 Zone-Wise Record Calculation Logic

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