Onsite arrival and check-in
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Summary of Onsite Arrival and Check-in
The Onsite Arrival and Check-in process is designed to enhance task location confirmation and improve time tracking for ServiceNow customers. It ensures that agents can accurately log their arrival times and verify their locations through geofencing technology.
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Key Features
- Check-In Purpose: Confirms when an agent arrives at the task location and ensures prerequisites are completed before work begins.
- Geofencing Validation: Checks if the agent is within the designated geofence radius to validate their location upon check-in.
- Check-In Status: Outcomes recorded include success, failure, or skipped scenarios, which are stored in the work order task table.
- Time Tracking: Captures time spent on-site and documents related activities, saved in the 'Actual Onsite Arrival Buffer Duration'.
- Button Visibility: The Check-In button's visibility can be managed through the system property settings, though using it is not mandatory.
Key Outcomes
- Agents can efficiently confirm their arrival and start work directly, even while offline with geofence checks bypassed.
- System automatically tracks timestamps and updates relevant fields, ensuring accurate reporting and time management.
- The Task travel time card is generated automatically and stored in the Time Worked related list, facilitating comprehensive time tracking.
The Onsite Arrival and Check-in process ensures accurate task location confirmation and effective time tracking.
Check-In purpose
- Task Location and Prerequisites
- Informs when the agent arrives at the task location.
- Completion of prerequisites before initiating work.
- Geofencing Validation
- Verifies agent location within the configured geofence radius.
- Check-In status stores the outcomes such as success, failure, or skipped scenarios. The following table outlines the outcomes based on different scenarios and geofence validations when an agent clicks the
Check-in button. The status gets stored in the Check-in status field of the work order task table. For more information, see Create a work order task
Table 1. Check-in scenario and status Scenario Check-In Status Geofence validation successful after clicking check-in button on the mobile app Geofence validation successful Geofence validation failed after clicking check-in button on the mobile app Geofence validation failed Check-in skipped, geofence validation failed (agent starts work directly) Check-in skipped. Geofence validation failed Check-in skipped, geofence validation successful (agent starts work directly) Check-in skipped. Geofence validation successful Offline, geofence validation failed (agent clicks check-in button on the mobile app) Offline. Geofence validation failed Offline, check-in skipped, geofence validation failed (agent is offline and skips to click check-in button) Offline. Check-in skipped, geofence validation failed Check-in skipped on platform Platform. Geofence validation skipped
Check-In procedure
- Geofencing Process
- Triggered upon agent clicking the Check-in button.
- Captures latitude and longitude of an agent's current location.
- 'Check-In status' outcomes determine geofencing success or failure.
- Time Tracking
- Captures time spent on the work site and task-related activities before starting work
- Duration saved in 'Actual Onsite Arrival Buffer Duration'.
Check-In button visibility
- Visible based on Enable/Disable Onsite Arrival Check-in for Agents property.
To enable the system property, navigate to .
- Not mandatory; agents can skip and start work directly.
Check-In and task execution during offline
1. Check-In process:
- Enable the system property Enable/Disable Onsite Arrival Check-in for Agents to use the Check-in process.
- Open the work order task record.
- Click Start Travel and then click the Check-In button when reached at the work location.
- Task state changes to Onsite arrival.
- System checks the agent's current latitude/longitude within the geofence boundary.
2. Offline mode:
- If the user is within the geofence but in offline mode, the system bypasses geofence check.
- Updates a flag with status: "Offline Mode. Geofence could not be validated" in the work order task table.
- Captures timestamp and updates the Actual Onsite Arrival field in the work order task.
3. Start work:
- After arriving at the job site, clicking Start Work under Related Links.
- The Actual work start field is automatically updated with the system time.
- Task state changes to Work In Progress.
- Automatic generation of the Task travel time card, stored under the Time Worked related list.
Direct start work during offline
1. Direct Start Work: Open the work order task record and directly click Start Work under Related Links, skipping the Check-In action.
Enable the system property Enable/Disable Onsite Arrival Check-in for Agents to view the Check-in button although you choose to skip the check-in process.
2. Offline mode:
- If the user is within the geofence but in offline mode, the system bypasses geofence check.
- Updates the check-in status as "Offline Mode. Check-in skipped, and Geofence could not be validated" in the work order task table.
- Captures timestamp and updates the Actual Onsite Arrival field in the work order task. Applicable when the system property Enable/Disable Onsite Arrival Check-in for Agents is enabled.
3. Travel duration calculation: The Actual travel duration field is automatically populated with the time difference between "Actual travel start" and "Actual onsite arrival time," unless manually set.
4. Automatic generation of the Task travel time card, stored under the Time Worked related list.