From tickets to execution — what field service looks like when software does the work
CAFM and ticketing systems track work; someone still has to chase it. What changes when dispatch, scheduling and closure are executed by agents under human approval.
A ticket is a promise that someone will eventually do something. Most field-service software is very good at storing those promises — statuses, queues, SLAs ticking down — and entirely dependent on people to keep them.
The chase is the cost
Between "issue reported" and "work done" sits a chain of human coordination: find a qualified technician, check they're close enough, confirm the parts are on the van, fit the SLA, dispatch, follow up, close the record. None of these steps is hard; the cost is that every one of them waits for a person's attention.
What agent execution changes
An agent watching the same queue doesn't wait. It senses the new work order, reasons over technician skills, location, van stock and SLA margin, and proposes a dispatch — with the why attached: who, how far, what's on the van, how much SLA margin remains.
A dispatcher approves, modifies or declines. That's the human-in-the-loop gate doing its job: judgement stays with people, coordination doesn't.
Closure you can trust
The loop ends on site, not in the office. Completion is validated by a scan, a reading or a signature — so a closed work order means the work physically happened, and the record everyone plans against is true.