---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Closing tasks

# Closing tasks on Mobile Agent {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 Minuten Lesedauer

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

## Close a work order task {#ariaid-title2}

Close a work order task as complete or as incomplete with optionally a follow-on task to complete.

### Vorbereitungen

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

Role required: wm_agent

### Prozedur

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. Either close the task after work is complete or close it with a follow-on task pending.

   | To | Do this |
   | Close a work order task after work has been completed | Select Close Complete. Hinweis: Your Work agent status is automatically updated as On Shift to indicate that you are available to work on another task. |
   | Close a work order task as incomplete | 1. Select Close Incomplete. 2. If the task has a follow-on task, select Has follow-on task. 3. Select Closure Note and enter the reason for closing the task as incomplete. The text will appear in the Work notes field. 4. Close the work order task. * iOS: Tap Submit. * Android: Tap the done icon. {#close-work-order-task-on-mobile__ul_lgz_nmr_1gb} A clone of the work order task set to Draft state is created and the originally created work order task changes to the Closed Incomplete state. 5. Return to the work order task. * iOS: Tap Submit. * Android: Tap the done icon. {#close-work-order-task-on-mobile__ul_ddf_2nr_1gb} {#close-work-order-task-on-mobile__ol_zky_kgc_qfb} |
   |-|-|

   {#close-work-order-task-on-mobile__choicetable_rb4_1gc_qfb}
6. **Wahlweise:** Generate a signed PDF summary for the work order task by tapping Preview Work Summary.  
   The PDF summary captures the details of the task, and the responses submitted in the smart assessment questionnaire along with the score. For more information, see [Enable PDF summaries at work order task level](https://servicenow-prod.fluidtopics.net/sI2YKOmQbNDn8nVp~ZTjRg "Generate Signed PDF summaries after completing a work order task that includes details of the work order task, related work order, responses submitted in the smart assessment questionnaire associated with it, and the assessment score.").

### Ergebnisse

When all work order tasks associated with a work order are closed, the work order is automatically closed. You can view the signed PDF summary in the activity stream.
**Zugehörige Konzepte**   

* [Closing work orders](https://servicenow-prod.fluidtopics.net/T9ZGa3LtfCbxqhfHVUZfYg "In Field Service Management, work orders are closed automatically depending on the states of the associated work order tasks. Work orders are closed when all the tasks reach the closed state. It's helpful to understand what happens after an agent closes a work order task.")  
**Zugehörige Verweise**   

* [System properties](https://servicenow-prod.fluidtopics.net/xWUWGJdwSz5EUr~TNBmJ~w "Several types of components are installed with Field Service Management.")

## Respond to a reviewed work order task {#ariaid-title3}

Respond to a task that was sent back to you for review. Update the work order task with the requested details and submit the task back to reviewer.

### Vorbereitungen

Ensure that the Field Service Quality Management plugin is active. For more information, see [Activate Field Service Quality Management](https://servicenow-prod.fluidtopics.net/NV72auts36R7RXC~N9uzEw "You can activate the Field Service Quality Management plugin (com.sn_fsm_quality) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").

Role required: wm_agent

### Warum und wann dieser Vorgang ausgeführt wird

When you close a work order task, the task is sent to a reviewer. The reviewer can either mark the task as complete or request more information. For more information, see [Review a task](https://servicenow-prod.fluidtopics.net/cR4ALRNrOnU9snf8Uql27g "As a reviewer, review the details of a work order task. If the details are sufficient, you can close the task. If more information is required, send the task back to the agent so they can add the requested details."). You will receive a notification about the work order task that needs review.

### Prozedur

1. Open the Now Mobile Agent application.
2. Navigate to the work order task using either of two methods.
   * Navigate to Notifications and select the work order task that needs review.
   * Navigate to My workClosed tasksNeeds Information and select the work order task that needs review.
   {#respond-task-review-mobile__choices_abl_byv_dcc}
3. Add the information that was requested.
4. Tap Update work order task.
5. Provide details about what was updated in the Notes field.
6. **Wahlweise:** Update a previously submitted smart assessment questionnaire responses to match the information added for the task.
   1. Navigate to QuestionnairesCompleted.
   2. Tap the Retake icon ![]().
   3. Edit the responses.
   4. Tap Submit to resubmit the questionnaire.
   {#respond-task-review-mobile__substeps_mln_44p_m3c}
7. Tap Submit to update and submit the work order task with the requested details.

### Ergebnisse

The work order task is sent back to the reviewer. The reviewer can either close the task or send back to you for review.

### Add the time worked {#respond-task-review-mobile__example_ifl_msr_1cc}

The reviewer sent the work order task requesting that you add the time worked. You navigate to the work order task through notifications. In the Time worked related list, you select Record time and fill
out the form to record the time worked. You navigate back to the work order task details and tap Update work order task. You enter "I have entered my time worked" in the Notes
field and submit the task.

## Complete a work order {#ariaid-title4}

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

### Vorbereitungen

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](https://servicenow-prod.fluidtopics.net/JMVGaCQlin3N9zldA5KG2Q#work-order-sign-and-confirm-pdf "In Field Service Management, customers can digitally sign and confirm work orders that are closed with the Closed Complete or Closed Incomplete state. A PDF summary of the signed work order is then created.").

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

### Prozedur

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.
   {#complete-wo-mobile-app__ol_c33_xkj_zfb}
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.

      {#complete-wo-mobile-app__ul_rm3_pnr_1gb}The signed PDF summary is generated and attached to the work order form. You can view the signed PDF summary in the activity stream.  
      Hinweis:  
      Click the trash icon to cancel the signature.
   {#complete-wo-mobile-app__ol_p5x_2x4_sfb}

### Enable customers to sign and confirm work orders on your mobile device {#ariaid-title5}

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

#### Vorbereitungen

Role required: admin

#### Prozedur

1. On your desktop Field Service instance, navigate to System MobileMobile Applications.
2. Select Field Service.
3. From the Folders related list, select My Work.
4. From the Screens belonging to the Folder related list, select Work Order.
5. Do one of the following to enable the Sign and Confirm button.

   | To | Complete these steps |
   | Enable the Sign and confirm option to display when you swipe a work order from a list | 1. Select the Master Items tab. 2. Select Work Order. 3. Select the Button Instances belonging to Master Item tab. {#enable-sign-confirm-button__ol_cps_lsy_cgb} |
   | Enable the Sign and confirm option to display when you open a work order form | Select the Function instances belonging to Screen tab. |
   |-|-|

   {#enable-sign-confirm-button__choicetable_jfb_1sy_cgb}
6. Select Sign \& Confirm.
7. Enable the Active check box.
8. Select Update.

## Cancel or suspend a work order {#ariaid-title6}

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

### Vorbereitungen

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

Role required:
wm_agent or wm_dispatcher

### Prozedur

1. Open the 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.
        {#cancel-suspend-wo-mobile__ul_fty_2pr_1gb}
     5. Go back to the work order screen.
        * On an iOS device, tap Back.
        * On an Android device, tap the done icon.
        {#cancel-suspend-wo-mobile__ul_axr_zpr_1gb}

     {#cancel-suspend-wo-mobile__ol_p15_4np_sfb}When you are ready to work on it again, tap the overflow icon and select Resume.
   {#cancel-suspend-wo-mobile__ul_ofk_1np_sfb}

## Pause a work order task {#ariaid-title7}

Record a break from a work order task on Mobile Agent 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.

### Vorbereitungen

Role required: wm_agent

### Warum und wann dieser Vorgang ausgeführt wird

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

### Prozedur

1. Open the 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.
{#pause-work-order-task__steps_vxd_w4c_1lb}

### Ergebnisse

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 {#ariaid-title8}

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

### Vorbereitungen

Role required: wm_agent or wm_dispatcher

### Prozedur

1. Open the 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:  
   {#record-time-on-task-mobile__table_pfg_fqc_sfb__entry__2}

   | 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. |
   [ ]

   {#record-time-on-task-mobile__table_pfg_fqc_sfb}
7. Record the task duration.  
   * On an iOS device, tap the Submit button.
   * On an Android device, tap the send icon.
   {#record-time-on-task-mobile__ul_q12_5xr_1gb}

## Record an incidental expense for a work order task {#ariaid-title9}

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

### Vorbereitungen

Role required: wm_agent

### Warum und wann dieser Vorgang ausgeführt wird

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.

### Prozedur

1. Open the 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.
   {#record-incidental-expense-on-fsm-mobile__ul_q12_5xr_1gb}

## Edit or delete an incidental expense for a work order task {#ariaid-title10}

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

### Vorbereitungen

Role required: wm_agent

### Prozedur

1. Open the 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.
     {#edit-incidentals-fsm-mobile__ol_pc4_my2_lpb}
   * From My Incidentals applets:
     1. Tap More at the bottom-right corner.
     2. Tap My Incidentals.
   {#edit-incidentals-fsm-mobile__ul_ofj_rw2_lpb}
3. Tap an incidental to see details.
4. Tap the top-right menu and tap Edit or Delete.
5. Save the record.
{#edit-incidentals-fsm-mobile__steps_rvs_tv2_lpb}