--- sourceDocument: Yokohama Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/field-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Working offline on Mobile Agent # Working offline on Mobile Agent {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the Now Mobile Agent application. ## Run the Now Mobile Agent application in offline mode {#ariaid-title2} Download field service data to the application cache and enable mobile offline mode to execute field service tasks at locations with no internet connection. Synchronize the data when your mobile device is online again. ### Before you begin Role required: wm_agent or wm_dispatcher ### About this task You can view a list of all actions taken when your device was offline and the time stamp for each action in the offline mode outbox. Generates flat data of agent schedules that are used in the mobile application for scheduled downloads of offline payloads. The administrator can also choose to download the cache automatically in the background by setting up the [system properties](https://www.servicenow.com/docs/NM8MhAySQ5kc4Bram~~OGw "Configure the Now Mobile Agent application and customize it for field service agents and dispatchers."). This helps to at least give you one download of data at the beginning of the shift. ### Procedure 1. Open Now Mobile Agent application. 2. Log in to your Field Service application instance. 3. Do the following: Tap the menu icon and select Offline. * Tap More. * Tap Settings. * Tap Offline. {#enable-offline-mode-fsm-mobile__ul_a4l_lyd_h3b} 4. To automatically download the scheduled cache in background, tap the Enable button. For more information, see [Scheduled offline caching](https://www.servicenow.com/docs/access?context=scheduled-offline-caching&version=yokohama&pubname=yokohama-mobile&ft:locale=en-US). Scheduled offline caching automatically downloads your cache according to your work schedule. Scheduled caching works in the background, so you can continue to use the application while the download completes. You can also enable Wi-Fi only to download cache when you are connected to Wi-Fi. This provides seamless synchronization when the device turns online. 5. Do one of the following to download data and go offline. | To | Do this | | Take the app offline when the data is downloaded. | 1. Tap the Offline Mode button. 2. Tap Download cache \& go offline. {#enable-offline-mode-fsm-mobile__ol_vgr_tfn_wfb} The app takes a few minutes to download the data and then takes the app offline. You can click cancel if you do not want to download data and go offline. | | Manually download the data and then choose to take the app offline. | 1. Tap Download data. 2. After the data is downloaded: * To take the app offline, tap Go offline. * To stay online, tap OK. {#enable-offline-mode-fsm-mobile__ul_f12_jfn_wfb} {#enable-offline-mode-fsm-mobile__ol_jng_rym_wfb} | |-|-| {#enable-offline-mode-fsm-mobile__choicetable_yld_hym_wfb} 6. Update or clear cache on the mobile application. If you take your app online and then offline again, you can download the updated data to the app cache. You can clear the cache after you take the app online. * To update the app cache, tap Update cache. The app reloads the data to the cache. Refer to the previous step to take the app offline. * To clear the cache, tap Clear cache. {#enable-offline-mode-fsm-mobile__ul_c4t_jzm_wfb} 7. Synchronize updated records. | To | Do this | | Synchronize the data when your mobile device is offline | 1. Tap Outbox. 2. Tap Sync. 3. Tap Go Online \& Sync. {#enable-offline-mode-fsm-mobile__ol_ull_rs3_zfb} | | Synchronize the data after your mobile device is connected online | 1. Tap the Offline Mode button. 2. Tap Go Online \& Sync {#enable-offline-mode-fsm-mobile__ol_pcr_rs3_zfb} | |-|-| {#enable-offline-mode-fsm-mobile__choicetable_ufz_wr3_zfb} The application synchronizes all of the data that you updated offline. **Related topics** * [Updating records without internet connection](https://www.servicenow.com/docs/access?context=offline-end-user&version=yokohama&pubname=yokohama-mobile&ft:locale=en-US) ## Working with tasks when your mobile device is offline {#ariaid-title3} Manage tasks, record time, track inventory, pause tasks, complete tasks, and view knowledge articles using your mobile device when you're offline. With your Field Service instance on your mobile device in offline mode, you can: Execute tasks assigned to you at the task location. : * Start working on tasks by [accepting or rejecting tasks assigned to you.](https://www.servicenow.com/docs/UD6FXlkTfeRVYLTOMdiLNA "Accept a work order task that has been assigned to you. You can reject the task if, for example, you do not have the required skills or you are not available at the required time.") * Record the time when you [start to travel to the task site or start the work on a task](https://www.servicenow.com/docs/~Mbfr6fc~gC5bk0RU~Be0w "You can record both the time you begin traveling to the work site and the time you start the work."). {#execute-tasks-fsm-mobile-offline__ul_jgs_lsn_wfb} View knowledge articles : * When you want to find information on how a similar work order task has been performed [Access knowledge articles attached to your work order task](https://www.servicenow.com/docs/S4yyl1oP1TTgfQpR9lghzw#access-knowledge-article-attached-to-wot "Access knowledge articles that are attached to work order tasks on the Now Mobile Agent application."). * When you want to rate an article [Provide feedback for knowledge articles](https://www.servicenow.com/docs/S4yyl1oP1TTgfQpR9lghzw#provide-knowledge-feedback-fsm "Provide feedback on a knowledge article by rating the article, marking the article as helpful or not helpful, and posting and replying to comments for the article on the Now Mobile Agent application."). {#execute-tasks-fsm-mobile-offline__ul_es2_wsq_b4b} Track asset usage. : * Tap My Inventory on your mobile app to view your inventory. * After you work on a task [record assets used for a task](https://www.servicenow.com/docs/6haMjQ5pz4M72e5POxAH7w "Track the status of an asset that you used to execute a work order task or an asset that you removed or replaced by using the Now Mobile Agent application on a mobile device. You can track the status of these assets as you're doing the task from a task location."). {#execute-tasks-fsm-mobile-offline__ul_byy_vtn_wfb} Record an incidental expense. : Record an incidental expense that occurred when you're offline: [Record an incidental expense](https://www.servicenow.com/docs/PsfNy8zNtnZik_5PioBrfg "Record incidental expenses associated with your business travel through the Field Service application to execute work order tasks.") Create a work order task. : Create, work on, and mark a task as closed complete while offline: [Create a work order task](https://www.servicenow.com/docs/yVUHogwFxPYai4sGyp15LQ "Create a work order task from a work order.") Pause work order tasks. : When you want to take a break from the task activity [pause a work order task](https://www.servicenow.com/docs/9JmaCDL_lkolnxGJuuNlzw#pause-work-order-task "Record a break from a work order task in the Now Mobile Agent application if you are unable to continue the work for any reason. You can resume the work order task when you start working on it again. The system automatically tracks and calculates the actual time taken to complete the task even though you worked at different intervals."). Create a part requirement. : Create a new part requirement when offline: [Request inventory](https://www.servicenow.com/docs/hcaah4YRojjo~iwQjBHvow#request-inventory "Request inventory when your stock gets low or you need a part for a particular work order.") Complete work orders and work order tasks. : * After you complete the work on a task [close a work order task](https://www.servicenow.com/docs/9JmaCDL_lkolnxGJuuNlzw#close-work-order-task-on-mobile "Close a work order task as complete after you finish the work required for the task. You can close the work order task as incomplete and optionally create a follow-on task to complete."). * When you finish all tasks related to a work order [complete the work order](https://www.servicenow.com/docs/9JmaCDL_lkolnxGJuuNlzw#complete-wo-mobile-app "Receive a digital signature and confirmation from a customer that a work order has been completed."). {#execute-tasks-fsm-mobile-offline__ul_ek4_j5n_wfb} Log incidentals. : Report the expenses such as car rental cost, mileage, car rental cost, and vendor cost to execute the work order tasks by [logging incidentals](https://www.servicenow.com/docs/9JmaCDL_lkolnxGJuuNlzw#record-incidental-expense-on-fsm-mobile "Record incidental expenses associated with your business travel through the Now Mobile Agent application to execute work order tasks."). Complete questionnaire : Take questionnaires when mobile is offline. For more information, see [Complete questionnaire](https://www.servicenow.com/docs/4N5j_LwR3l3zJxi1Ic2IUA "Complete the answers to questions associated with a work order task and store the responses for future reference. For example, you can create questionnaires for verifying the condition of an equipment before it’s repaired."). In the offline mode, the My Schedule option in the My Tasks page is not available because the FSM Schedule Events (v_st_fsm_schedule_event) remote table is not supported. You can close work order SLAs in offline mode. The Field Service mobile application records the device timestamp when the SLA was closed. After you connect your device online and synchronize the data, the SLA admin can repair the SLA to display the actual time the SLA was closed. ## Repair an SLA after closing a work order on the Now Mobile Agent application {#ariaid-title4} Repair an SLA to capture the device timestamp that was recorded when an SLA was closed on the Now Mobile Agent application in offline mode. ### Before you begin Role required: sla_admin or admin ### About this task Agents and dispatchers can close work-order SLAs when their mobile application is offline. The mobile application records the device timestamp when the SLA was closed. When the mobile application is online again and the data is synchronized, you can repair the SLA and capture that device timestamp. That reflects the actual time when the SLA was closed. ### Procedure 1. In your desktop instance, navigate to Field ServiceSLAs Updated Offline. 2. Perform one of the following actions: * Select an SLA to repair. * If you have more than one SLA to repair, select those SLAs. {#repair-SLA-for-mobile__ul_k2v_dwc_1gb} 3. Click Repair. **Related topics** * [Repair SLAs](https://www.servicenow.com/docs/access?context=c_RepairSLAs&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US) *[\>]: and then