---
sourceDocument: Xanadu Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/field-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Execute and track external work order tasks

# Execute and track external work order tasks {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Execute and track the time required for work order tasks that you have
accepted.

## Before you begin

Role required: wm_ext_agent and wm_ext_manager

## Procedure

1. Navigate to AllField Service Contractor PortalHomepage.
2. Click Start Travel when you begin your travel to work on the task.  
   This is mandatory if the Scheduled travel start field is completed.  
   * When the agent clicks Start Travel, the customer receives a notification email and SMS that an agent is coming.
   * A sub state On Route is automatically set to determine that you have started travel for the work order task.
   * The Check-In option appears when `Enable/Disable Onsite Arrival Check-in for Agents` property is enabled. For more information, see [Global domain configurations](https://www.servicenow.com/docs/ff~UpxQ4_CbZYR~t7Dg8Kw "Administrators in the global domain can select configuration settings that determine how Field Service Management handles daily operations.").
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3. Open the task record and do either of the following to mark your arrival or check-in at the work location.
   * To perform any task related activities before starting work, click Check-In  
     Note:  
     At this stage, 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](https://www.servicenow.com/docs/auUMcuFfrZBezszaouW0iA "Set up notification messages and emails to update customers about the status of their work order tasks."). The substate Onsite Arrival is automatically set, indicating that you have reached your travel destination for the work order task.
   * To by-pass the check-in option and start work directly, click Start Work.

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   * The Actual work start field is automatically updated with the current system time, marking the beginning of the task.
   * The work order task's state changes to Work In Progress to reflect that the task is actively being worked on.
   * 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.
   * 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.
   * 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.
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4. If you take a break from the task activity, pause and then resume work on the task.  
   * When you take a break from the task activity, click Pause Work. The button toggles to Resume Work.
   * When you are ready to work on the activity again, click Resume Work.

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   Each time you pause or resume work on the task, the 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.
5. When the work is done, open the task record and add a work note describing what you did to complete the task.
6. Click Close Complete.
7. If you want to close the task when the work is pending, open the task record, and clickClose Incomplete.  
   For more information about closing incomplete work order tasks, see [Close an external work order task as incomplete](https://www.servicenow.com/docs/fN10brmet92lvGzbh3uDPQ "Close a work order task as incomplete if there is work pending on the task.").

## Result

The cumulative amount of time worked on the task is captured in the Actual Work Duration field. This total includes the time you started working on the task until you closed work on the task, excluding any
time paused on the work.

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