Execute a task from the queue

If the agent task map is not used in your organization, you can manage assigned tasks from the task queue.

Before you begin

Role required: wm_agent or wm_dispatcher

Procedure

1. Navigate to All > Field Service > Agent > Assigned to me.
2. When parts are delivered or picked up from a stockroom, acknowledge the delivery of parts.
   1. Open a work order task.
   2. In the Transfer Orders related list, open the transfer order.
   3. Open the related transfer order and access a record in the Transfer Order Lines list.
   4. Acknowledge the delivery by clicking Receive or Deliver based on the part's location.
3. Click Start Travel when initiating travel for the task.
   Note:

   If the Scheduled travel start field is completed, this step is mandatory.
   • Upon clicking Start Travel, a notification email and SMS are sent to the customer, signaling the agent's arrival.
   • A sub-state, On Route, is automatically set, indicating the commencement of travel for the work order task.
   • The option to Check-In appears when Enable/Disable Onsite Arrival Check-in for Agents property is enabled. For more information, see Global domain configurations and Onsite arrival and check-in
4. Open the work order task and do either of the following.
   • Select Check-In to notify the customer of your arrival and perform any pre-work activities.
     Note:

     At this stage, a notification is sent to the customer, informing your on-site arrival and ready to begin the work. The substate Onsite Arrival is automatically set, indicating that you have reached your travel destination for the work order task. Additionally, the check-in status is stored in the database.
   • Select Start Work to automatically check-in and commence work directly.
   • 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.
   • 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.
5. When work is complete, record any asset usage.
6. Add a description of the work you did to the Work notes field.

   This is required to close the task.

7. Close 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.

Related concepts

• Customer notifications for work order tasks