The system provides two different ways to organize technicians and users.

Team Leaders are used for operational planning when multiple technicians always work together in the field as one fixed unit.

User Teams are used to group users on the plan board and to assign management rights. Although the names sound similar, Team Leaders and User Teams serve different purposes and behave differently.

Note: Team Leaders, User Teams, Service Areas, and User Types are separate concepts and are configured in different parts of the system.

In the user details, you can make your user a Team Leader, or you can assign a Team Leader to your user. In the second case, your user becomes a team member.

Team Leaders are used to manage a field technicians’ team. You use this whenever you have technician teams that work together day in, day out as one fixed unit (basically: as if it was one technician).

Note: Team Leaders and team members are not the same as a User Team. User Teams are used for grouping technicians on your plan board and giving certain users management rights.

A Team Leader setup includes:

When a work order is planned on the Team Leader, the system automatically plans that same work order on every team member.

You should use Team Leaders when the same technicians consistently work together over a longer period of time and you want planners to schedule the work once for the whole team instead of planning each technician individually.

Reminder: Team Leaders are only useful when teams stay the same for a certain period of time. If your teams change every day, this is not the right tool.

If the team composition changes frequently, it is better to plan a work order on multiple technicians manually for that specific job.

Note: Planning a work order on multiple technicians can look similar to planning on a Team Leader, but it is intended for one specific work order where the technician group is selected manually. Team Leaders are meant for technicians who always work together.

To set up a Team Leader, you first need to designate a user as a Team Leader.

After this is saved, that user becomes available in the Assign to team leader dropdown for other technicians.

Once you have created a Team Leader, you can assign team members to that leader:

After saving, the technician becomes a team member under that Team Leader.

When a Team Leader has team members assigned, the Team Leader will show a black triangle in front of their name on the plan board.

When you click that triangle, the plan board expands and displays the team members linked under that Team Leader.

Whenever the planner plans a work order on the Team Leader:

Even though the planning is done automatically for the full team, planners can still remove the work order from a specific team member if needed, such as when someone is unavailable due to sickness or holiday.

The Work Order Leader is the person responsible for completing the work order information, collecting the customer’s signature, and closing the work order.

When a work order is planned on a Team Leader:

If another Work Order Leader is selected while the work order remains planned on the team, the system automatically reverts the Work Order Leader back to the Team Leader. This behaviour is by design to ensure clear responsibility when teams work as a single unit.

Clarification: A Work Order Leader is not always a Team Leader. However, for team-planned work orders (planned on a Team Leader), the Team Leader is enforced as the Work Order Leader.

When creating a work order, you can select preferred users. If you select more than one preferred user, the system also allows you to choose a preferred Work Order Leader. This selection works as a suggestion during planning.

However, if the work order is later planned on a Team Leader, the Team Leader will still be enforced as the Work Order Leader.

If a work order is not planned on a Team Leader, the Work Order Leader can be changed after planning.

You can change it from the Work Order Overview by using the technician planning information and selecting another technician as leader.

You can also change it from the plan board by right-clicking the planned work order and using the option to assign a Work Order Leader.

This change is not possible for work orders that are planned on a Team Leader.

Team members will see the planned work orders on their mobile app, including the work order details. Depending on configuration and permissions, team members may also be able to fill in work order information under certain conditions.

User Teams are used to group users on the plan board and to assign management rights, but they do not control the automatic team-planning behaviour of Team Leaders.

User Teams are maintained separately per user. To link a user to a User Team, open the user profile and go to the Assigned to tab. In the section called Link user to user teams, select a team from the dropdown and add it to the list (team).

If the user should manage that team, enable the Team manager checkbox for that team.

A user can be linked to multiple User Teams and can be marked as Team manager for more than one team.

Team Leaders are used when technicians work together consistently as one fixed unit and planners want to plan work once for the whole team. Planning on a Team Leader automatically plans the work order on all team members, and for team-planned work orders the Team Leader is enforced as the Work Order Leader.

User Teams are a separate feature used for grouping and management rights and must be maintained separately.

User Type is a simple and flexible way to define user roles like Field engineer or Service Manager. It helps in organizing and filtering users but does not impact permissions, planning, or team structure.