Accept or reject a work order task

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Accept a work order task if you are ready to work on that task. Reject the task and provide a reason if you cannot work on that task.

    Before you begin

    Role required: wm_agent

    About this task

    The task must be in Assigned state for an agent to accept or reject the task. Dispatchers can view the task rejection history in the work order tasks.

    Procedure

    1. Navigate to All > Field Service > Agent > Assigned to me.
      You can view a list of all work order tasks assigned to you.
    2. Open a work order task.
    3. Accept or reject the task.
      ToDo the following
      Accept the task Click Accept. The work order task moves to Accepted state.
      Reject the task.
      1. Click Reject.

        The Reject Task pop-up appears.

      2. From the Reason list, select a reason for the rejecting the task.
        Available options:
        • Schedule conflict – you have another appointment scheduled for the same time window.
        • Skills mismatch – the skills you have do not match the skills required to work on the task.
        • Location mismatch – the location specified for the task is not the location you could work.
        • Duplicate task – another record of this task exists.
        • Parts unavailable – you do not have the required parts to work on this task.
        • Customer unavailable – customer is not available for the scheduled task time-window.
        • Other – any reason other than the ones listed earlier.
      3. In the Details field, enter additional information for rejecting the task.
      4. Click OK.

        The reason for rejecting the task is populated in the work notes and the task moves to Pending Dispatch state.

      Note:
      The rejected task is not dynamically scheduled to the same agent for the next 24 hours. This is controlled by the work.management.rejected.technician.duration system property. However, as an agent you can manually assign the work order task back to yourself or as a dispatcher you can assign it back to the same agent.

    Result

    In case an agent accepts a downstream task that is dependent on another task, the downstream task can be started before the upstream task is complete. So when the agent clicks Start Work, a message states that open task dependencies exist and asks if the agent wants to start work.