Complete work order tasks using the Now Mobile Agent application

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 8 minutes to read

    • A work order is automatically closed when all work order tasks associated with it have been closed.

    Close a work order task

    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.

    Before you begin

    Agents can only close the work order tasks assigned to them. The work order task must be in the Work in Progress state.

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Open the Now Mobile Agent application.
    2. Tap My Work.
    3. In the My Tasks section, tap See All.
    4. Select the work order task you want to close.
    5. Do one of the following.
      ToDo this
      Close a work order task after you complete the work on the task Select Close Complete.
      Note:
      Your Work agent status is automatically updated as On Shift to determine that you are available to work on a task.
      Close a work order task if a follow-on task is pending completion
      Do the following:
      1. Select Close Incomplete.
      2. Optionally, turn the Has follow-on task button on.
      3. Select Closure Note and enter the reason for closing the task as incomplete. The text entered is copied into the Work notes field.
      4. Do one of the following to close the work order task:
        • On an iOS device, tap Submit.
        • On an Android device, tap the done icon.

        A clone of the work order task set to Pending Dispatch state is created.

        If the cloned work order task is the only open task of the work order, the state of the work order depends on the Qualification is required for new requests setting in the configuration settings. If the setting in turned on, state of the work order is set to Qualified. Otherwise, the state of the work order is set to Ready to Dispatch. For more information, see Configure the qualification state for work orders.

        The originally created work order task changes to the Closed Incomplete state.

      5. Do one of the following to return to the work order task:
        • On an iOS device, tap Submit.
        • On an Android device, tap the done icon.
      When all work order tasks associated with a work order are closed, the work order is automatically closed.

    What to do next

    You can view the closed work order tasks of last seven days by navigating to My Work > Recently Closed Tasks in the Now Mobile Agent application.

    You can change the time period for displaying the last closed work order tasks in the Recently Closed Tasks list. For more information, see Configure the recently closed work order tasks list.

    Complete a work order

    Receive a digital signature and confirmation from a customer that a work order has been completed.

    Before you begin

    The Sign and Confirm button must be enabled to receive digital confirmation from a customer after a work order is closed.

    The signed PDF summaries capability must be enabled to generate a work order summary and get the customer signature on the work order after it has been closed. For more information on enabling the PDF summaries capability, see Signed PDF summaries for closed work orders.

    When all work order tasks associated with the work order are closed, the work order is automatically closed.

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Open the Now Mobile Agent application.
    2. Locate the work order you want to complete.
      1. Tap My Work.
      2. In the My Tasks section, tap See All.
      3. Select the work order task associated with the work order you want to close.
      4. Select the work order number.
      5. Select the work order to view the details.
    3. Receive the signature and confirmation from the customer for completing the work order.
      1. Select the Details tab.
      2. Tap Preview to review the details of closed work order.
      3. Tap Sign & Confirm.
      4. Tap the Signature field.
      5. In the signature pad, receive the signature from the customer to confirm the completed work.
      6. Accept the signature.
        • On an iOS device, tap Submit.
        • On an Android device, tap the done icon.
        The signed PDF summary is generated and attached to the work order form. You can view the signed PDF summary in the activity stream.
        Note:
        Click the trash icon to cancel the signature.

    Enable users to sign and confirm work orders on your mobile device

    Enable customers to digitally sign and confirm a work order on the Now Mobile Agent application after it has been closed.

    Before you begin

    Role required: admin

    Procedure

    1. On your desktop Field Service instance, navigate to System Mobile > Mobile Applications.
    2. Click Field Service.
    3. From the Folders related list, click My Work.
    4. From the Screens belonging to Folder related list, click Work Order.
    5. Do one of the following to enable the Sign and Confirm button.
      ToDo this
      Enable the Sign and Confirm option to display when you swipe a work order from a list
      1. Click the Master Items tab.
      2. Click Work Order.
      3. Click the Button Instances belonging to Master Item tab.
      Enable the Sign and Confirm option to display when you open a work order form Click the Function instances belonging to Screen tab.
    6. Click Sign & Confirm.
    7. Enable the Active check box.
    8. Click Update.

    Cancel or suspend a work order

    Cancel a work order if it is no longer needed or suspend a work order if you want to work on it later.

    Before you begin

    You can cancel or suspend a work order that has not been closed.

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Open the Now Mobile Agent application.
    2. Tap My Work.
    3. In the My Tasks section, tap See All.
    4. Select the work order task.
    5. Select the work order number associated with the task.
      The work order number, work order state, and the short description for the work order appear.
    6. Select the work order to view the details.
    7. Tap the more actions (More actions icon) icon and cancel or suspend the work order.
      • To cancel the work order, select Cancel Work Order.
      • To suspend the work order:
        1. Select Suspend.
        2. Select Suspend Note.
        3. Enter the reason to suspend this work order.
        4. Cancel the work order.
          • On an iOS device, tap Back.
          • On an Android device, tap the back icon.
        5. Go back to the work order screen.
          • On an iOS device, tap Back.
          • On an Android device, tap the done icon.
        When you are ready to work on it again, tap the overflow icon and select Resume.

    Pause a 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.

    Before you begin

    Role required: wm_agent

    About this task

    The work order task must be in the Work in Progress state to pause the timer.

    Procedure

    1. Open the Now Mobile Agent application.
    2. Tap My Work.
    3. In the My Tasks section, tap See All.
    4. Open the work order task that you want to pause.
    5. Click Pause Work.
      The button toggles to Resume Work automatically. A pause on the work order task disables mobile actions such as Use Part, Close Complete, Edit, Questionnaires, Remove Part, Create Part Requirement, Record Time, and Close Incomplete on the work order task. Your Work agent status is automatically updated as Work paused to determine that you have paused working on a task.
    6. Click Resume Work when you are ready to work on the activity again.
      Your Work agent status is automatically updated as On site to determine that you have resumed working on a task.

    Result

    Each time you pause or resume work on the task, a timestamp is captured in the activity stream and the actual time you worked on the task is automatically calculated. An entry for the time worked is created in the Time Worked related list.

    Record time worked on a work order task

    Record the duration for executing a task using the Now Mobile Agent application.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Open the Now Mobile Agent application.
    2. Tap My Work.
    3. In the My Tasks section, tap See All.
    4. Select a work order task to record the time.
    5. Tap the more actions (More actions icon) icon and then select Record Time.
    6. Select the desired items from any of the following fields:
      Field Description
      Work Date Date the task was executed.
      Category Category for the accomplished task.
      Time Worked (Hours) Number of hours worked on the task.
      Time Worked (Minutes) Number of minutes worked on the task.
      Comments Additional notes about the task.
    7. Record the task duration.
      • On an iOS device, tap the Submit button.
      • On an Android device, tap the send icon.

    Record an incidental expense for a work order task

    Record incidental expenses associated with your business travel through the Now Mobile Agent application to execute work order tasks.

    Before you begin

    Role required: wm_agent

    About this task

    Log incidentals to manage your expenses such as car rental cost, mileage, and vendor costs that you spend through the mobile application to execute your work order task. You can attach a receipt for a logged incidental.

    Procedure

    1. Open the Now Mobile Agent application.
    2. From the My Work tab, select a work order task to record related expenses.
    3. Tap the top-right menu and tab Log Incidental.
    4. From the Type field, select the type of this incidental.
    5. From the Currency field, select the currency you used for the expense.
    6. In the State field, indicate whether the expense has already occurred (Incurred) or has not yet occurred (Pending).
    7. In the Description field, enter a description for the incidental you want to record.
    8. Upload files or photos as attachment if applicable.
    9. Record the expense for the incidental.
      • On an iOS device, tap the Submit button.
      • On an Android device, tap the send icon.

    Edit or delete an incidental expense for a work order task

    Edit or delete your logged incidentals from WOT forms or from My Incidentals applets.

    Before you begin

    Role required: wm_agent

    Procedure

    1. Open the Now Mobile Agent application.
    2. Navigate to your incidentals in one of the following ways:
      • From WOT forms:
        1. From the My Work tab, select a work order task.
        2. Tap the Related tab.
        3. Scroll down to the Incidentals tab.
      • From My Incidentals applets:
        1. Tap More at the bottom-right corner.
        2. Tap My Incidentals.
    3. Tap an incidental to see details.
    4. Tap the top-right menu and tap Edit or Delete.
    5. Save the record.