Work order tasks on the Field Service Contractor Portal

Organizations outsource their work order tasks to the contractor companies in the Field Service to perform required jobs at a customer location. Managers and agents of contractor companies use the Field Service Contractor Portal to view and manage the work order tasks assigned to them.

Managers and agents can perform the following activities:

• Managers can view the work order tasks assign to them and choose to accept or reject the assigned task. If the manager rejects the task, the state of the task changes to Pending dispatch or Pending assignment.

  In the meantime, the next appropriate group is identified and assigns this task to the manager of that group. If the system cannot identify another qualified group, the task remains in the Pending dispatch state so that the dispatcher can manually assign the task.

• Managers can reassign work order tasks to their agents.
• Agents can view the work order tasks assigned to them and choose to accept or reject them. If an agent rejects the task, it goes back to the agent's manager. The manager can reassign the task to another appropriate agent from the same group, accept the request and work on the task, or keep the task in the Pending assignment state.
• Managers and agents receive email notifications for each work order task assignment that include a link to use to open and view the work order task details.