---
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


---

# Start work

# Start work {#ariaid-title1}

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

What to do when you are ready to begin traveling to the first task.

## Before you begin

Role required: wm_agent.

## About this task

As a field service agent, to provide a more accurate representation of the work order task activities, you can use two sub states "On Route" and "Onsite Arrival," to document your travel time and on-site activities.

## Procedure

1. Open the task record from the map.
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.") and [Onsite arrival and check-in](https://www.servicenow.com/docs/Dmra9~fuVXxYgdjRK3QdfQ "The Onsite Arrival and Check-in process ensures accurate task location confirmation and effective time tracking.").
   {#t_StartWork__ul_p3k_tfc_1nb}
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 start work directly and check-in automatically, click Start Work.

   {#t_StartWork__choices_btj_55m_cyb}  
   * 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.
   {#t_StartWork__ul_dhp_k5b_1nb}
4. When the work is done, open the task record and add a work note describing what you did to complete the task.
5. Click Close Complete under Related Links.  
   The system redraws the map and removes the icon for the completed task. The next accepted task in the route is relabeled as number 1. The agent icon appears at the site of the last location update.

## 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.