Start work

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

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

    Antes de Iniciar

    Role required: wm_agent.

    Por Que e Quando Desempenhar Esta Tarefa

    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.

    Procedimento

    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 and Onsite arrival and check-in.
    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
        Nota:
        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. 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.
      • 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.
    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.

    Resultado

    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.