Allow Fieldworkers to Add Custom Services (Ad-Hoc Line Items)

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Allow Fieldworkers to Add Custom Services (Ad-Hoc Line Items)

Fieldworker Custom Service (Ad Hoc Line Items)

This feature lets fieldworkers add custom services (also called ad-hoc services or non-catalog line items) to a quote, booking (work order), or invoice. It’s designed for one-off customer requests that are not included in your standard service catalog.

Important: A custom service added by a fieldworker is not saved to your main Services list (service catalog), so it can’t be reused automatically on future quotes unless you create it as a standard service later.

What are custom services?

Custom services are one-time line items created in the field to reflect work that wasn’t part of your predefined service list. They include a title, description, quantity, pricing, tax, discounts, and optional scheduling (appointment time) where applicable.

Custom services vs custom fields (don’t confuse these)

  • Custom services = additional billable line items (ad-hoc work added to quotes/bookings/invoices).
  • Custom fields = service questions/options/add-ons used to collect job details and scope work correctly. If you want customers to select options during online booking, use custom fields instead. Learn how to attach custom fields to services

Why enable this feature?

  • Faster quoting & approvals: fieldworkers can capture variations immediately instead of calling the office.
  • More accurate billing: invoices match what was actually delivered on-site.
  • Better customer experience: customers get clear descriptions of add-on work and costs.
  • Operational flexibility: handle unusual requests without rebuilding your service catalog every time.

Common use cases

  • Trades & maintenance: “Extra materials”, “after-hours callout”, “access issue fee”, “additional fixture”.
  • Cleaning & restoration: “Mould spot treatment”, “extra room”, “stain removal add-on”.
  • IT / consulting: “Emergency patch”, “custom configuration”, “additional device setup”.
  • Events: “Extra staff hour”, “special equipment hire”, “late finish fee”.

Step 1 — Enable the permission (Admin)

To allow fieldworkers to add non-catalog line items, enable the access-control flag below:

  1. Go to Settings → General Settings → Fieldworker Permissions.
  2. Enable: “Allow fieldworkers to add custom services that are not listed in my services settings to quotes, bookings, and invoices”.

Enable permission to allow fieldworkers to add custom services to quotes, bookings and invoices

How access is controlled (best practice):

  • Global permission: this flag enables the capability in the Fieldworker App.
  • Per-fieldworker control: you can limit usage by assigning “Custom Service” only to specific fieldworkers (next step).
  • Governance: if you require office approval for changes, combine this with booking edit approval workflows.

Step 2 — Assign “Custom Service” to the fieldworker profile (Admin)

After enabling the flag, you must also make sure the fieldworker has Custom Service enabled in their assigned services. This controls which fieldworkers can actually add custom services.

  1. Go to Fieldworkers → open the relevant fieldworker profile.
  2. Open Job Settings → Services Provided.
  3. Click Add Service.
  4. Tick Custom service then click Save.

Assign Custom service in the fieldworker Services Provided list

Tip: If only team leads should add ad-hoc items, assign “Custom Service” only to lead fieldworkers—not the entire team.

How fieldworkers add a custom service (Fieldworker App)

A fieldworker can add a custom service to a quote, booking, or invoice they are assigned to.

  1. Log in to the Fieldworker App.
  2. Open the relevant booking, quote, or invoice.
  3. In the Services section, tap + Add.
  4. Select a category (if prompted), then choose Select Service → + Add custom service.

Fieldworker App: Add custom service option from Select Service

Enter the title and description (recommended standards)

Use a clear title and description so customers and office staff understand exactly what was added and why.

  • Title: short and billable (e.g., “Extra Room – Deep Clean”, “After-hours Callout Fee”).
  • Description: include scope, quantity assumptions, and any constraints (e.g., “Includes 30 minutes additional labour”).

Fieldworker App: Custom service title and description fields

Set pricing, tax, discounts, and minimum price

After entering the custom service details, the fieldworker can configure pricing based on your operational model:

  • Quantity and Unit Price (or equivalent pricing fields)
  • Extra charge (if supported in your workflow)
  • Discount (percentage or fixed amount depending on setup)
  • Tax rate (if tax is enabled)
  • Minimum price (useful for enforcing a floor for callouts/variations)

Fieldworker App: pricing fields for custom service (quantity, price, discount, tax, minimum price)

Best practice pricing rules:

  • Define when fieldworkers can discount vs when the office must approve discounts.
  • If pricing changes must be controlled, use approval workflows for booking edits (recommended for high-value jobs).
  • Use consistent naming and categories so reporting stays clean (e.g., a “Variations / Extras” category).

How custom services appear on the booking/quote/invoice

Once added, the custom service shows in the Services list for the record, including the title, quantity, appointment time (if applicable), and description. Office users can review it from the admin portal, and it will appear in customer-facing documents (quote/invoice) based on your document settings.

Custom service displayed in the Services section of a booking

Manage custom services (view, edit, remove)

View

Open the booking/quote/invoice and scroll to Services. Tap the custom service to view full details.

Edit

Fieldworkers (and office users, depending on access) can edit the title, description, quantity, and pricing. Always keep the title customer-friendly and the description specific.

Edit custom service details in the Fieldworker App

Remove

To remove a custom service, open the service details and tap Delete Service (wording may vary by device). Use this if the item was added by mistake or replaced with a standard service line item.

Delete custom service in the Fieldworker App

Operational best practices

  • Promote frequently used customs to standard services: If the same “custom service” appears repeatedly, create it in your Services catalog so it’s reusable, reportable, and priced consistently.
  • Use a standard naming convention: For example: “Variation – [Short title]” or “Extra – [Short title]”.
  • Prevent billing disputes: Always include “why” in the description (customer requested / site conditions / unforeseen scope).
  • Govern price changes: If your business requires control, combine custom services with approval workflows for booking edits and pricing changes.
  • Reporting hygiene: Use consistent categories so ad-hoc items don’t end up scattered across unrelated service categories.

Troubleshooting

  • I can’t see “+ Add custom service”: Confirm the permission flag is enabled and that “Custom Service” is assigned under the fieldworker’s Services Provided.
  • We need approval before charging extras: Disable unrestricted edits and use approval workflows so office staff can review and approve changes before invoices go out.
  • We want customers to choose add-ons during booking: Use custom fields/add-ons instead of ad-hoc custom services.

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