Close a work order task as complete

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Only agents can close work order tasks assigned to them.

    Before you begin

    Role required: wm_agent

    About this task

    If the caller's problem was fixed or resolved, use the Close Complete option.

    Procedure

    1. Navigate to All > Field Service > Agent > Assigned to me.
    2. Open a work order task.
    3. Add information to the Work notes field.
      The notes should include a description of the work done and any other helpful information.
    4. Optional: Enter a date and time earlier than the current date and time in the Actual Work End field.

      You cannot add a date and time later than the current date and time.

      If you do not enter a date and time, the ServiceNow system adds the current date and time automatically when you click Closed Complete.

    5. Click Close Complete.
      • The status of all unused parts automatically changes to In-Stock.
      • The state of the parent work order automatically changes to Closed - Complete if all work order tasks on the work order have a state of Closed - Complete or Canceled.

    Result

    The customer receives SMS and email notification that the work order task is completed.