Onsite arrival and check-in

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Onsite Arrival and Check-in

    The Onsite Arrival and Check-in process in ServiceNow is designed to ensure accurate location confirmation and effective time tracking for agents arriving at task locations. This process is activated through a mobile app, involving geofencing to validate the agent's location upon check-in.

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    Key Features

    • Check-In Purpose: Confirms agent arrival at the task location and ensures prerequisites are met.
    • Geofencing Validation: Verifies if the agent is within a designated geofence radius, storing success or failure outcomes in the work order task table.
    • Check-In Procedure: Initiated by clicking the Check-in button, which captures the agent’s GPS coordinates and updates the check-in status.
    • Offline Functionality: Allows agents to check in or start work even when offline, with specific status updates recorded in the system.
    • Time Tracking: Captures time spent on-site and related activities, storing this data for later reference.

    Key Outcomes

    By utilizing the Onsite Arrival and Check-in process, ServiceNow customers can expect improved accuracy in tracking agent locations and work durations. This functionality also facilitates streamlined operations, even in offline scenarios, ensuring that agents can efficiently manage their tasks without compromising data integrity. The system automatically generates travel time cards, enhancing visibility into time spent on work orders.

    The Onsite Arrival and Check-in process ensures accurate task location confirmation and effective time tracking.

    Check-In purpose

    Task Location and Prerequisites
    • Informs when the agent arrives at the task location.
    • Completion of prerequisites before initiating work.
    Geofencing Validation
    • Verifies agent location within the configured geofence radius.
    • Check-In status stores the outcomes such as success, failure, or skipped scenarios. The following table outlines the outcomes based on different scenarios and geofence validations when an agent clicks the Check-in button. The status gets stored in the Check-in status field of the work order task table. For more information, see Create a work order task
      Table 1. Check-in scenario and status
      Scenario Check-In Status
      Geofence validation successful after clicking check-in button on the mobile app Geofence validation successful
      Geofence validation failed after clicking check-in button on the mobile app Geofence validation failed
      Check-in skipped, geofence validation failed (agent starts work directly) Check-in skipped. Geofence validation failed
      Check-in skipped, geofence validation successful (agent starts work directly) Check-in skipped. Geofence validation successful
      Offline, geofence validation failed (agent clicks check-in button on the mobile app) Offline. Geofence validation failed
      Offline, check-in skipped, geofence validation failed (agent is offline and skips to click check-in button) Offline. Check-in skipped, geofence validation failed
      Check-in skipped on platform Platform. Geofence validation skipped

    Check-In procedure

    Geofencing Process
    • Triggered upon agent clicking the Check-in button.
    • Captures latitude and longitude of an agent's current location.
    • 'Check-In status' outcomes determine geofencing success or failure.
    Time Tracking
    • Captures time spent on the work site and task-related activities before starting work
    • Duration saved in 'Actual Onsite Arrival Buffer Duration'.

    Check-In button visibility

    • Visible based on Enable/Disable Onsite Arrival Check-in for Agents property.

      To enable the system property, navigate to All > Field Service > Administration > Configuration.

    • Not mandatory; agents can skip and start work directly.

    Check-In and task execution during offline

    1. Check-In process:
    • Enable the system property Enable/Disable Onsite Arrival Check-in for Agents to use the Check-in process.
    • Open the work order task record.
    • Click Start Travel and then click the Check-In button when reached at the work location.
    • Task state changes to Onsite arrival.
    • System checks the agent's current latitude/longitude within the geofence boundary.
    2. Offline mode:
    • If the user is within the geofence but in offline mode, the system bypasses geofence check.
    • Updates a flag with status: "Offline Mode. Geofence could not be validated" in the work order task table.
    • Captures timestamp and updates the Actual Onsite Arrival field in the work order task.
    3. Start work:
    • After arriving at the job site, clicking Start Work under Related Links.
    • The Actual work start field is automatically updated with the system time.
    • Task state changes to Work In Progress.
    • Automatic generation of the Task travel time card, stored under the Time Worked related list.

    Direct start work during offline

    1. Direct Start Work: Open the work order task record and directly click Start Work under Related Links, skipping the Check-In action.

    Enable the system property Enable/Disable Onsite Arrival Check-in for Agents to view the Check-in button although you choose to skip the check-in process.

    2. Offline mode:
    • If the user is within the geofence but in offline mode, the system bypasses geofence check.
    • Updates the check-in status as "Offline Mode. Check-in skipped, and Geofence could not be validated" in the work order task table.
    • Captures timestamp and updates the Actual Onsite Arrival field in the work order task. Applicable when the system property Enable/Disable Onsite Arrival Check-in for Agents is enabled.

    3. Travel duration calculation: The Actual travel duration field is automatically populated with the time difference between "Actual travel start" and "Actual onsite arrival time," unless manually set.

    4. Automatic generation of the Task travel time card, stored under the Time Worked related list.