Onsite arrival and check-in
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Summary of Onsite Arrival and Check-in
The Onsite Arrival and Check-in process in ServiceNow's Field Service Management helps ensure accurate confirmation of task locations and effective time tracking. This process is crucial for agents to report their arrival at job sites and manage their work efficiently.
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Key Features
- Check-In Purpose: Informs when an agent arrives at the task location and confirms completion of prerequisites before starting work.
- Geofencing Validation: Validates the agent's location within a predefined geofence radius and stores the outcome as success, failure, or skipped.
- Check-In Procedure: Triggered when the agent clicks the Check-in button, capturing their current geographic coordinates.
- Time Tracking: Records the time spent on-site and updates relevant fields automatically, enhancing operational efficiency.
- Offline Functionality: Allows agents to perform check-in and work start actions even in offline mode, with appropriate status updates in the system.
Key Outcomes
- Agents can confirm their arrival and track time spent on tasks accurately, improving accountability.
- System captures essential timestamps for travel and work start times, enabling precise reporting.
- Facilitates seamless work management, even in offline scenarios, ensuring that work can continue without interruptions.
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.
- 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.