Closing tasks on Mobile Agent

A work order is automatically closed when all work order tasks associated with it have been closed.

Close a work order task

Close a work order task as complete or as incomplete with optionally a follow-on task to complete.

Before you begin

Technicians can close only the work order tasks assigned to them. The work order task must be in the Work in Progress state.

Role required: wm_agent

Procedure

1. Open the Now Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, tap See All.
4. Select the work order task you want to close.
5. Either close the task after work is complete or close it with a follow-on task pending.

   To	Do this
   Close a work order task after work has been completed	Select Close Complete. In the Close Complete page, select Closure Note. Provide the work completion details. Select Done to save the details. Automatically create and route a new work order task when the current task is closed as complete by turning on the Has follow-on task option. Note: Your Work agent status is automatically updated as On Shift to indicate that you are available to work on another task.
   Close a work order task as incomplete	Select Close Incomplete. If the task has a follow-on task, select Has follow-on task. Select Closure Note and enter the reason for closing the task as incomplete. The text will appear in the Work notes field. Close the work order task. iOS: Tap Submit. Android: Tap the done icon. A clone of the work order task set to Draft state is created and the originally created work order task changes to the Closed Incomplete state. Return to the work order task. iOS: Tap Submit. Android: Tap the done icon.

6. Optional: Generate a signed PDF summary for the work order task by tapping Preview Work Summary.
   The PDF summary captures the details of the task, and the responses submitted in the smart assessment questionnaire along with the score. For more information, see Enable PDF summaries at work order task level.

Result

When all work order tasks associated with a work order are closed, the work order is automatically closed. You can view the signed PDF summary in the activity stream.

Related concepts

• Closing work orders

Related reference

• System properties

Respond to a reviewed work order task

Respond to a task that was sent back to you for review. Update the work order task with the requested details and submit the task back to reviewer.

Before you begin

Ensure that the Field Service Quality Management plugin is active. For more information, see Activate Field Service Quality Management.

Role required: wm_agent

About this task

When you close a work order task, the task is sent to a reviewer. The reviewer can either mark the task as complete or request more information. For more information, see Review a task. You will receive a notification about the work order task that needs review.

Procedure

1. Open the Now Mobile Agent application.
2. Navigate to the work order task using either of two methods.
   • Navigate to Notifications and select the work order task that needs review.
   • Navigate to My work > Closed tasks > Needs Information and select the work order task that needs review.
3. Add the information that was requested.
4. Tap Update work order task.
5. Provide details about what was updated in the Notes field.
6. Optional: Update a previously submitted smart assessment questionnaire responses to match the information added for the task.
   1. Navigate to Questionnaires > Completed.
   2. Tap the Retake icon .
   3. Edit the responses.
   4. Tap Submit to resubmit the questionnaire.
7. Tap Submit to update and submit the work order task with the requested details.

Result

The work order task is sent back to the reviewer. The reviewer can either close the task or send back to you for review.

Add the time worked

The reviewer sent the work order task requesting that you add the time worked. You navigate to the work order task through notifications. In the Time worked related list, you select Record time and fill out the form to record the time worked. You navigate back to the work order task details and tap Update work order task. You enter "I have entered my time worked" in the Notes field and submit the task.

Complete a work order

Receive a digital signature and confirmation from a customer that a work order has been completed.

Before you begin

The Sign and Confirm button must be enabled to receive digital confirmation from a customer after a work order is closed.

The signed PDF summaries capability must be enabled to generate a work order summary and get the customer signature on the work order after it has been closed. For more information on enabling the PDF summaries capability, see Signed PDF summaries for closed work orders.

When all work order tasks associated with the work order are closed, the work order is automatically closed.

Role required: wm_agent or wm_dispatcher

Procedure

1. Open the Now Mobile Agent application.
2. Locate the work order you want to complete.
   1. Tap My Work.
   2. In the My Tasks section, tap See All.
   3. Select the work order task associated with the work order you want to close.
   4. Select the work order number.
   5. Select the work order to view the details.
3. Receive the signature and confirmation from the customer for completing the work order.
   1. Select the Details tab.
   2. Tap Preview to review the details of closed work order.
   3. Tap Sign & Confirm.
   4. Tap the Signature field.
   5. In the signature pad, receive the signature from the customer to confirm the completed work.
   6. Accept the signature.
      • On an iOS device, tap Submit.
      • On an Android device, tap the done icon.
      The signed PDF summary is generated and attached to the work order form. You can view the signed PDF summary in the activity stream.
      Note:

      Click the trash icon to cancel the signature.

Enable customers to sign and confirm work orders on your mobile device

Enable customers to digitally sign and confirm a work order on the Mobile Agent application after it has been closed.

Before you begin

Role required: admin

Procedure

1. On your desktop Field Service instance, navigate to System Mobile > Mobile Applications.
2. Select Field Service.
3. From the Folders related list, select My Work.
4. From the Screens belonging to the Folder related list, select Work Order.
5. Do one of the following to enable the Sign and Confirm button.

   To	Complete these steps
   Enable the Sign and confirm option to display when you swipe a work order from a list	Select the Master Items tab. Select Work Order. Select the Button Instances belonging to Master Item tab.
   Enable the Sign and confirm option to display when you open a work order form	Select the Function instances belonging to Screen tab.

6. Select Sign & Confirm.
7. Enable the Active check box.
8. Select Update.

Cancel or suspend a work order

Cancel a work order if it is no longer needed or suspend a work order if you want to work on it later.

Before you begin

You can cancel or suspend a work order that has not been closed.

Role required: wm_agent or wm_dispatcher

Procedure

1. Open the Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, tap See All.
4. Select the work order task.
5. Select the work order number associated with the task.
   The work order number, work order state, and the short description for the work order appear.
6. Select the work order to view the details.
7. Tap the more actions () icon and cancel or suspend the work order.
   • To cancel the work order, select Cancel Work Order.
   • To suspend the work order:
     1. Select Suspend.
     2. Select Suspend Note.
     3. Enter the reason to suspend this work order.
     4. Cancel the work order.
        • On an iOS device, tap Back.
        • On an Android device, tap the back icon.
     5. Go back to the work order screen.
        • On an iOS device, tap Back.
        • On an Android device, tap the done icon.
     When you are ready to work on it again, tap the overflow icon and select Resume.

Pause a work order task

Record a break from a work order task on Mobile Agent if you are unable to continue the work for any reason. You can resume the work order task when you start working on it again. The system automatically tracks and calculates the actual time taken to complete the task even though you worked at different intervals.

Before you begin

Role required: wm_agent

About this task

The work order task must be in the Work in Progress state to pause the timer.

Procedure

1. Open the Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, tap See All.
4. Open the work order task that you want to pause.
5. Click Pause Work.
   The button toggles to Resume Work automatically. A pause on the work order task disables mobile actions such as Use Part, Close Complete, Edit, Questionnaires, Remove Part, Create Part Requirement, Record Time, and Close Incomplete on the work order task. Your Work agent status is automatically updated as Work paused to determine that you have paused working on a task.
6. Click Resume Work when you are ready to work on the activity again.
   Your Work agent status is automatically updated as On site to determine that you have resumed working on a task.

Result

Each time you pause or resume work on the task, a timestamp is captured in the activity stream and the actual time you worked on the task is automatically calculated. An entry for the time worked is created in the Time Worked related list.

Record time worked on a work order task

Record the duration for executing a task using the Mobile Agent application.

Before you begin

Role required: wm_agent or wm_dispatcher

Procedure

1. Open the Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, tap See All.
4. Select a work order task to record the time.
5. Tap the more actions () icon and then select Record Time.
6. Select the desired items from any of the following fields:

   Field	Description
   Work Date	Date the task was executed.
   Category	Category for the accomplished task.
   Time Worked (Hours)	Number of hours worked on the task.
   Time Worked (Minutes)	Number of minutes worked on the task.
   Comments	Additional notes about the task.

7. Record the task duration.
   • On an iOS device, tap the Submit button.
   • On an Android device, tap the send icon.

Record an incidental expense for a work order task

Record incidental expenses associated with your business travel through the Mobile Agent application to execute work order tasks.

Before you begin

Role required: wm_agent

About this task

Log incidentals to manage your expenses such as car rental cost, mileage, and vendor costs that you spend through the mobile application to execute your work order task. You can attach a receipt for a logged incidental.

Procedure

1. Open the Mobile Agent application.
2. From the My Work tab, select a work order task to record related expenses.
3. Tap the top-right menu and tab Log Incidental.
4. From the Type field, select the type of this incidental.
5. From the Currency field, select the currency you used for the expense.
6. In the State field, indicate whether the expense has already occurred (Incurred) or has not yet occurred (Pending).
7. In the Description field, enter a description for the incidental you want to record.
8. Upload files or photos as attachment if applicable.
9. Record the expense for the incidental.
   • On an iOS device, tap the Submit button.
   • On an Android device, tap the send icon.

Edit or delete an incidental expense for a work order task

Edit or delete your logged incidentals from WOT forms or from My Incidentals applets.

Before you begin

Role required: wm_agent

Procedure

1. Open the Mobile Agent application.
2. Navigate to your incidentals in one of the following ways:
   • From WOT forms:
     1. From the My Work tab, select a work order task.
     2. Tap the Related tab.
     3. Scroll down to the Incidentals tab.
   • From My Incidentals applets:
     1. Tap More at the bottom-right corner.
     2. Tap My Incidentals.
3. Tap an incidental to see details.
4. Tap the top-right menu and tap Edit or Delete.
5. Save the record.