Follow one request all the way through
Ask a requester to report a problem using the channel they will actually use. Confirm that the request reaches the correct site and equipment record, then have a supervisor triage it. Priority should reflect operational impact and risk, not simply the order of arrival.
A technician should see the location, instructions, relevant history and needed parts. Completion should record what was done and what remains unresolved. A failed task should not disappear because someone clicked complete.
Compare the roles, not just licenses
Requesters, technicians, supervisors and outside contractors need different access. Check who can see records, change priorities, upload photos, approve work and export history. A free requester role may not permit the same actions as a paid technician license.
- Test duplicate requests and merging or linking the records.
- Check assignment, escalation and overdue handling.
- Record labor and parts without counting the same work twice.
- Confirm contractor visibility is limited to the intended work.
- Test the mobile workflow and interruption recovery.
Maintenance work orders or field service software?
A CMMS is usually evaluated around maintaining organizational assets and facilities. A field-service platform may emphasize dispatching technicians to customers, sales estimates, invoicing and payments. Some products overlap; choose by the complete workflow rather than the phrase “work order.”
Acceptance criteria you can observe
Use a hypothetical pump fault: a requester supplies a location and photo, a supervisor assigns it, and a technician records the diagnosis, part and time. Verify that the supervisor can find the final history and that the requester receives the intended status. Repeat with weak connectivity and a reassigned job.
Measure whether the work can be completed accurately with your roles and devices. Do not treat a polished sales demonstration as evidence of your own adoption or time savings.