Help Center

OnTyme is a technician scheduling and job-management platform for any field service company. Whether your team handles installations, repairs, maintenance, or inspections, OnTyme brings customers, jobs, events, technician assignments, custom forms, work sessions, ETA communication, and reporting together in one connected workflow.

The first user signs up through Create Account and enters company and owner information including Company Name, First/Last Name, Email, Phone, Password, and Address. After signing up, set Work Hours, configure Holiday Settings, add Roles, create Users, build Appointment Types and Forms, then add Customers, Jobs, and schedule Events.

Every event is linked to an Appointment Type, and every Appointment Type has its own form that technicians complete on site. If Form Management is skipped, technicians will arrive at a job with no form to submit — and there will be nothing to record or export from the visit.

Before scheduling your first live event, go to Form Management, create your Appointment Types, and add the fields each technician needs to fill out. You can build forms manually or use the AI Form Generator to create a template from a plain-language description.

Work Hours define the company's normal working day. These hours are used by scheduling and AI slot recommendations to understand when appointments should fit into the day. Set work hours before scheduling live appointments.

Holiday Settings define which holiday rules apply to the company. The app can use holiday data based on the company's selected country/province settings. These settings help avoid scheduling work on blocked holiday dates.

Custom Holidays are company-specific blocked dates or partial-day blocks. Use them for company closures, internal shutdown days, local holidays, supplier closures, and special non-working periods.

Vacations Management records when technicians or other users are unavailable. A vacation can include User, Start date, End date, Start time, End time, and Note. When scheduling, OnTyme checks vacation records and warns if the selected user is unavailable.

User Management is where admins create and edit company users. A user record includes First Name, Last Name, Email, and Role. Users belong to the company account and can be assigned to scheduled events.

Role Management controls access levels in the app. Admins can create custom roles with different permission levels. Typically, technicians handle assigned work, daily navigation, clock in/out, and form submissions. Admins manage schedules, users, jobs, forms, reports, and company setup.

A Customer is the person or company receiving the service. Customers are used when creating jobs and scheduling events.

Yes. Admins can download a customer CSV template and import customers from CSV. Use the provided template so the import columns match what OnTyme expects.

A Job is the work record connected to a customer. A job includes Title, Customer, Site Location, Additional Contact, Status, Travel Time, and Site Photo. Job statuses are Ongoing, Finished, Pending, and Cancelled.

A Job is the work that needs to be done. An Event is the scheduled appointment for that job. Create the customer first, then the job, then schedule the event.

Site Location is used for routing, ETA calculations, travel time and map-based workflows. Accurate site locations make scheduling and technician navigation much more reliable.

Form Management is where admins create the forms that technicians complete during or after an appointment. Forms are organized by Appointment Type. Each appointment type can have its own form fields.

An Appointment Type is the category of scheduled work. When creating an event, the admin selects an appointment type. That appointment type determines which form the technician will complete. Admins can add, edit, delete appointment types and add form fields to each.

Form fields can be: Text Input, Email Input, Number Input, Mixed (number or fraction), Text Area, Select Dropdown, Checkbox, Radio Button, and Images Upload.

The AI Form Generator helps admins create form templates faster. In Form Management, after selecting an appointment type, admins describe the form they need in plain language and OnTyme returns a suggested form structure with fields, types, and options to review and import.

Go to Form Management, select an appointment type, find the AI Form Generator, describe the form you want, select Generate Form, review the template, remove fields you do not need, select Import Template, then review and adjust the final fields.

AI-Powered Scheduling helps admins find the best technician and time slot for a job. It considers job location, estimated completion time, technician schedules, vacations, holidays, and travel time between locations to recommend the best available slot.

Start creating or editing an event, select the customer and job, choose Priority Technician options, select the date range, enter Estimated Job Completion Time, select Find Slot, review the recommendation, then select Accept & Assign to apply it.

The Schedule supports Month, Week, 3 Days, Day, and Schedule views. Users can set their preferred default view in Profile → Calendar → Default View.

Schedule filters include Tags, Technicians, Appointment Types, and Event Statuses. Filters help admins narrow the calendar to the work they need to see.

Go to Schedule and choose Create Event. The event form includes Customer, Job, Appointment Type, Assign To, Date Range, Start Time, End Time, Tag, Description, Attachments, and Confirmed. Select Create Event when done.

Refer & Create Event creates a new event using the current event as a reference. This is useful for follow-up visits or related work. Referenced submissions can appear as Reference Submissions when reviewing forms.

Admins should open the Schedule to review the day's events, confirm all events are assigned and confirmed, check for new customers or jobs that need scheduling, review any form submissions from completed events, follow up on unfinished or cancelled events, and run any needed reports.

Go to Schedule and select Create Event. Choose the Customer and Job, select the Appointment Type, set the Date and Time, and use Assign To to choose a technician. Set Confirmed if the appointment is locked in. Select Create Event when done.

Open the event from the Schedule, go to the Forms tab, and review each submission. Submissions show all completed fields, uploaded images, and timestamps. Admins can also export submissions as XLSX directly from this view.

Open the event and select Edit. Change the Assign To field to a different technician, or update the Date and Start/End Time fields to move the appointment. Save the event when done.

Once all events for a job are finished and forms are submitted, open the Job record and update the Status to Finished. This marks the job as complete and removes it from active work views.

The sales workflow in OnTyme follows four steps: add the customer, create a job for that customer, schedule the first event, and track the job through to completion. Each step builds on the last — the event links to the job, and the job links to the customer.

Go to Customers and select Create Customer. Enter the customer's name, contact information, and address. Accurate address information is important because it is used for routing, ETA, and scheduling.

From Customers or the Jobs section, select Create Job. Enter a Title, link the Customer, add the Site Location, set the initial Status to Pending, and fill in any other relevant details such as Additional Contact or Travel Time.

Go to Schedule and select Create Event. Choose the Customer and Job you just created, select an Appointment Type, assign a technician using Assign To, set the Date and Time, and select Create Event. The job is now scheduled.

Use the Job record to monitor status. Update the status from Pending to Ongoing when work begins and to Finished when all work is complete. Use the Schedule to see upcoming and active events. Review form submissions on each event to confirm work was completed correctly.

Technicians should open their assigned work, review the next appointment, navigate to the job site, send ETA if needed, clock in when starting work, complete required forms, upload required images, clock out when finished, then move to the next appointment.

Send ETA & Start Navigation starts navigation and sends ETA information to the customer including client name, job title, ETA, appointment time, and whether the technician may be late or early.

Clocking in starts the work session for an event. Clocking out ends the work session. Work sessions help admins review actual time spent and completion details.

The technician opens the event, goes to Forms and selects Add New Submission. They complete the form fields, upload images if required, and select Submit Form.

Yes. If a submission cannot sync immediately, OnTyme saves it and syncs it later when the connection is restored. You may see messages such as “Saved submissions waiting to sync” or “Syncing saved submissions”.

Yes. Submissions can be exported as XLSX files, emailed directly from the event’s Forms area, or bulk-exported by appointment type and date range.

Job Reports gives admins a way to review job and event activity. Use it to understand completed work, operational progress and historical job information.

Check that a job is selected with a valid site location, estimated job completion time is entered, at least one priority technician is selected, the date range has available working time, and the technician is not on vacation or blocked by holidays.

The appointment type may not have fields yet. Go to Form Management, select the appointment type, and add fields manually or use the AI Form Generator.

Check that the event has the correct appointment type, required fields are completed, required images are uploaded, the user has access to the event, and the device has a connection or the submission is waiting to sync.

The event likely has the wrong Appointment Type selected. Edit the event and choose the correct appointment type.