Migrate from Field Services Workflow and Logistics to Twenty CRM

WorkOrder is the FSM record of a scheduled service event. It maps to a Twenty Opportunity with FSM-specific custom fields for service type, work-order number, and SLA window. FSM stage (Open, Dispatched, In Progress, Completed, Invoiced) maps to Opportunity Stage via value-mapping. Historical work orders become closed Opportunities preserving original closedate.

ServiceAppointment represents a specific time window for a WorkOrder. We merge appointment details into the parent Opportunity as custom fields and create a Twenty Task for each appointment with original start/end time, assigned technician, and status. This preserves scheduling context without creating duplicate records.

The FSM customer or account record maps 1:1 to Twenty's Company object. Company name, billing address, and industry field carry over directly. Parent-account hierarchies map to Twenty's Parent Company field. Multi-location accounts with multiple service locations carry all addresses into the Company record.

FSM contacts — the on-site customer contact, dispatch recipient, or billing contact — map to Twenty People. First name, last name, email, phone, and job title transfer directly. If the FSM contact has no email, we flag the record and create a People entry with available fields, noting the missing identifier for manual completion.

FSM technician and resource records carry skills, certifications, and availability windows that do not map to a native Twenty object. We migrate technician identity as People records with custom fields for skill set and certification flags. Availability windows and territory assignments are preserved as custom fields and rebuilt as filters in Twenty's workflow engine.

FSM Asset records (serial number, model, install date, maintenance history, service contract) have no direct Twenty equivalent. We create a Twenty custom object named 'Assets' matching the FSM Asset schema, with custom fields for serial number, model, install date, and last service date. Existing service history links back to the parent Opportunity via a relation field.

FSM service locations carry site-level address, GPS coordinates, and site-specific notes. The address maps to the Company record's address fields. Latitude and longitude coordinates migrate as custom fields on Company since Twenty has no native geo-coordinate storage. Site-level notes become a custom long-text field on the Company record.

FSM file attachments (photos, inspection reports, signed forms) linked to WorkOrders re-upload to Twenty. We attach files to the corresponding Opportunity or Company record using Twenty's file attachment mechanism. Inline images from notes are downloaded, rehosted, and re-attached. File size limits on the destination are enforced during re-upload.

FSM work-order notes and service log entries map to Twenty Notes attached to the relevant Opportunity. Timestamps, author, and log text are preserved. If the note describes an action item or follow-up, we convert it to a Twenty Task with the original due-date context.

FSM custom fields on WorkOrder (e.g., custom diagnostic codes, priority tier, customer type) require Twenty custom fields on Opportunity. We create these in Settings → Data Model before migration. Custom field type mapping: pick-lists become Twenty select fields, numbers become number fields, and dates become date fields.

FSM scheduling and dispatch rules — territory routing, technician skill matching, SLA escalation thresholds — are engine-level logic with no CRM equivalent. These do not migrate as data. We export the FSM workflow definitions as a configuration document for your admin to rebuild in Twenty's workflow builder using triggers, conditions, and action steps.

FSM-native reports built on work-order aggregates and technician KPI metrics do not transfer. Underlying data migrates — work-order counts, service revenue, resolution times are all in Twenty Opportunities — but the reports themselves must be rebuilt as Twenty Views and shared dashboards. We provide a data dictionary mapping each FSM metric to its source Twenty field.