Start work on a work order task

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • You can record both the time you begin traveling to the work site and the time you start the work.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    Administrators can configure the wm_notification.upcoming.task.reminder.minutes.before system property to set the number of minutes before which a task reminder is sent. By default, you receive a notification 45 minutes before the work start time.

    Administrators can enable push notifications in Studio. For information on setting up push notifications, see Mobile push notifications.

    Procedure

    1. Open the ServiceNow Agent application.
    2. Tap My Work.
    3. In the My Tasks section, click See All.
    4. Select the work order task you want to get started with.
      You can only start work on tasks that are in the Accepted state.
    5. Perform any of the following actions.
      OptionDetails
      To start traveling to the job site Perform one of the following actions:
      • To record your travel start time using the work order task list, swipe the desired task to the left and select Start Travel.
      • To record your travel start time after you review the work order task details:
        • Select and open the desired task.
        • Review the task details.
        • Tap Start Travel.
        Note:
        • The Sub state and Work agent status are automatically updated as On Route to determine that you have started traveling to work on a task.
        • The Start Travel button transforms intoCheck-In before initiating check-in actions. The Check-In option is visible only when the Enable/Disable Onsite Arrival Check-in for Agents property is enabled. For more information, see Global domain configurations.
      To check-in at job site before starting work Tap Check-In after reaching the destination.
      Note:
      • The system checks geofence boundary. If you are offline, the system can bypass geofence check with confirmation and sets the status as "Offline Mode. Geofence could not be validated". For more information on the check-in process, see Onsite arrival and check-in.
      • The substate Onsite Arrival is automatically set, indicating that you have reached your travel destination for the work order task.
      • A notification is sent to the customer, informing them that the agent has arrived on-site and is ready to begin the work. For more information, see Customer notifications for work order tasks.
      To start directly working on the task with automatic check-in Perform one of the following actions:
      • To record the work start time using the work order task list, swipe the desired task to the left and tap Start Work.
      • To record the work start time after you review the work order task details:
        • Select and open the desired task.
        • Review the task details.
        • Tap Start Work.
        Note:
        • The system checks geofence boundary. If you are offline, the system can bypass geofence check with confirmation and sets the status as "Offline Mode. Geofence could not be validated".
        • A message appears that your time card was created and your time worked has been accounted for.
        • Your Work agent status is automatically updated as On Site to determine that you have started working on a task.
      • Tap Quick Actions and update your status to On break if you want to take a break from the task or Off Shift if you are out of your shift time.
      To change the expected start or estimated end time for the task
      1. Open the task.
      2. Tap the More actions More actions iconicon in the upper right hand corner, and tap Edit task.
      3. Tap the calendar icon next to either Expected start or Estimated end.
        Note:
        You cannot update the expected start time once a task is in the Work in Progress state.
      4. Update the time or date you plan to start or end the task.
      5. Tap OK, then tap Submit.
      The task expected start or estimated end time is updated.

    Result

    The following fields are updated in the work order task:
    • The work order task's state changes to Work In Progress to reflect that the task is actively being worked on.
    • The Actual work start field is automatically updated with the current system time, marking the beginning of the task.
    • The Actual travel duration field is automatically calculated by the system. It measures the time difference between the Actual travel start and Actual onsite arrival timestamps, unless manually set.
    • The Actual onsite arrival time is automatically populated as Actual work start date time when check-in is skipped.
    • The generated time card for the task's travel duration is stored under the Time Worked related list. This provides a record of the time spent traveling to the task location.
    • If the system properties work.management.allow.auto.timecard and work.management.allow.travel.task.timecard are enabled, time cards are automatically created. These time cards capture the duration of your work on the task, including the task's travel time.