This system map is part of the first-visit failure recovery guide, which explains which records show how a failed first visit was put right. This page does a narrower job: it maps where each record lives, which identifier carries the case across each system boundary, and what one fully joined case looks like.
The system map: five systems around one asset
The asset sits at the center. Every system either names it directly or names something that names it.
| System | Record it holds | Linking key | Usual owner |
|---|---|---|---|
| Service desk or contact center | Customer call, complaint, callback request | Customer site ID and call date | Customer service manager |
| Field service platform | Work orders, bookings, technician notes, incident type and resolution | Work order number and asset ID | Service director or field service admin |
| Inventory or ERP | Stock movements, parts consumed, returns and scrap | Work order reference, part number, truck or warehouse | Operations or finance |
| Technician mobile app | Photos, checklists, readings captured on site | Work order number | Field service admin |
| Customer sign-off | Completion signature, site contact acceptance | Work order number | Service director |
The stock side is where the case gains its proof. In Dynamics 365 Field Service, marking a work order product as used deducts inventory at the related warehouse, which is typically a technician's truck. In Salesforce Field Service, a products consumed record on a work order reduces the stock of a product item at a specific location such as a van. Either way, the inventory record ties a part to a job and a van, which is how a reviewer can tell that the right part was available at the first visit.
SalesforceThe field service side is where the case can split in two. Depending on how the platform was configured, a callback may reopen the first job, sit on it as a follow-up line, or arrive as a brand-new job with no reference at all, and the setting may have changed more than once over the years. Ask which applied when, because it decides whether the work order key or the asset key carries the join.
One fully joined case (Illustrative)
Illustrative. A fictional 300-person commercial refrigeration service company maintains walk-in freezers for supermarket and restaurant sites. Every name, number and date is invented.
| Step | System | Record | Key carrying the case forward |
|---|---|---|---|
| 1 | Service desk | Site reports freezer at minus 8 instead of minus 18 | Site ID 4410, call date |
| 2 | Field service platform | Work order WO-7731 on asset FRZ-0219: defrost timer replaced, box temperature normal at departure | WO-7731, asset FRZ-0219 |
| 3 | Inventory | One defrost timer consumed from truck 12 against WO-7731; truck 12 also carried two defrost heaters | WO-7731, truck 12 |
| 4 | Service desk | Site calls back five days later: ice building on the coil, temperature rising | Site ID 4410 |
| 5 | Field service platform | WO-7790 on FRZ-0219, linked as follow-up to WO-7731: defrost heater failed open, timer was a symptom | WO-7790, parent WO-7731, asset FRZ-0219 |
| 6 | Inventory | One defrost heater consumed from truck 12 against WO-7790 | WO-7790, truck 12 |
| 7 | Mobile app and sign-off | Photo of the failed heater, site manager signature, supervisor marks WO-7731 as wrong diagnosis | WO-7790 |
The case is fully joined because each step carries a key the next can match. Step 3 is the quiet hero: it shows that the heater needed at step 6 was already on truck 12 at step 2. Without it, the record shows a second diagnosis but not that the first visit could have fixed the fault.
Where each join breaks
Each key fails in its own way. A service director can usually say which failures apply without opening a record.
- Callback logged as a new job with no reference. The work order link is lost. The asset ID and dates can often rebuild it, if the asset was recorded.
- Parts keyed later in bulk. Technicians enter consumption at week's end without a work order number, so stock moves but cannot be tied to a job.
- Truck stock counted, not issued. The company knows what was on each truck at month end, not what was used on which visit.
- Site recorded, unit not recorded. At a site with four freezers, the two visits may concern different units.
- Diagnosis in free text only. No incident type or resolution code, so the wrong call shows up only in the second technician's note.
- Photos on personal phones. The mobile app captured nothing; the evidence never reached any system.
Warranty work adds another join, to the manufacturer's claim, which the warranty claims data page describes.
A ten-callback join test
Ask the service director to pick ten known callbacks from at least a year ago and report, as counts only:
- Callbacks linked to the original work order by reference.
- Callbacks matched only by asset and date.
- Callbacks where the part consumed on the first visit can be tied to a truck.
- Callbacks where no link can be made.
SourceX publishes no benchmark for these counts. They give an honest picture of how much of the history can be reconstructed, which is what SourceX's review starts from.
What the partner records at metadata level
Partners never ask for or handle work orders, notes or stock records. The map becomes a short set of facts:
- Records that exist: work orders and notes, parts consumed, stock movements, callback jobs, sign-offs, with first and last year in each system.
- Who owns them: the company, subject to customer service contracts and any manufacturer program terms.
- Who can authorize: the CEO, often with the COO or CFO preparing the case; the licensing authority decision tree shows who can say yes.
- Company criteria: 50+ full-time employees at peak (contractors excluded), documented operating history, rights to license and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 90% of the data is in English.
- Unknown until SourceX reviews it: buyer interest, what customer and site details must be removed, the rights review result and any offer.
The field service histories page and the partner field guide to field service work orders cover the wider record family. When the facts are ready, the first-visit failure referral brief template puts them on one page.
Next step
Refer a company. Earn up to $100,000. Default reward: 25% of Actual Supplier Payout, capped at $100,000 cumulatively per referred company. Eligibility and payment conditions apply, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.
If the ten-callback test shows most callbacks still join to the first visit and its truck stock, register as a partner, confirm the company against who qualifies, and read the program terms before you make the introduction.