Service > Agents and Service > Engineers are two related but distinct screens in BMS. Agents are the businesses responsible for servicing or financing assets. Engineers are the individuals — technicians linked to those agent businesses — who carry out field work. Understanding both is important for setting up service responsibilities and tracking workload.

All agents — whether on the Agents screen or linked to a contract — are classified by two dimensions:

Class — Service or Finance. A Service Agent is linked to the service component of a contract and is responsible for maintaining assets. A Finance Agent is linked to the finance component of a contract. A single contract can have multiple Service Agents (for example, different agents responsible for assets in different geographic locations).

Type — External or Internal. An External agent is an independent third-party business. An Internal agent is one of your own business entities operating in a service capacity.

The Service > Agents screen (/service/agents) lists all agent businesses configured in BMS. The grid displays: Code, Name, Type (internal or external), Phone, Email, Location, and Latest Activity.

Select New Agent from the index to open the new agent form. The form is divided into three sections:

Core fields — Business Name, Trading Name, Agent Code, Description, Agent Type (Service or Finance), Do we bill on behalf of this agent? (Recipient Created Tax Invoice / RCTI arrangement), Does this agent bill on our behalf?, Consolidate Invoices, Linked User, Geo Area, Start Agent Accounting From.

Agent Accounting Settings — Base Due Months, Base Due Day, Reconciliation Item Level, Invoice Import Service, Generate RCTI Invoice?, RCTI Prefix, RCTI Sequence.

Service Agent Settings — Track Stock?, Warehouse (if tracking stock), Callout Charge, Callout Charge Cost, Callout Time Included, Labour Rate Per Hour, Labour Time Blocks, Travel Chargeable?, Travel Time Included, Labour Cost Rate.

Contact Details — Addresses, Email addresses, and Phone Numbers for the agent business.

The Service > Engineers screen (/service/engineers) lists the individual technicians who carry out field work. Each engineer is linked to one or more agent businesses and to a BMS user account. This screen is distinct from the Agents screen — it shows people, not companies.

The Engineers grid displays: Name, Phone, Email, Type, Location, Allocated Jobs, Scheduled Jobs, Backordered Jobs, and Latest Activity.

The three job count columns give a real-time view of each engineer's workload: Allocated Jobs shows jobs assigned to the engineer but not yet scheduled; Scheduled Jobs shows jobs with a confirmed appointment time; Backordered Jobs shows jobs currently on hold due to parts or supply availability.

Opening an engineer record shows their contact details and, for each agent business they are linked to, a set of Job Defaults covering the service rates and settings that apply when this engineer works under that agent — including callout charge, callout time, labour rate, labour cost rate, labour time blocks, travel chargeability, and whether they track stock from a specific warehouse.

The engineer detail page has three tabs:

Active Jobs — lists all jobs currently assigned to this engineer that are open or in progress.

Closed Jobs — lists completed and closed jobs previously assigned to this engineer.

History — an audit trail of changes made to this engineer's record.

Three reports are available from the Engineers screen:

Job Activity Details — a line-level breakdown of job activities assigned to engineers.

Job Activity Lines — a summary of activity lines across engineer job assignments.

Engineer Summary — a high-level summary of engineer activity, useful for performance and workload reviews.