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Mobile interface offline support

Mobile interface offline support

Field service agents can access read-only task lists and tasks when no internet connection is available.

Field service agents sometimes need to work offline at customer locations. The mobile offline support feature enables agents to download work order tasks ahead of time and store this task data in a cache on their mobile devices.

Agents can use a data synchronization capability that downloads assigned work order tasks that have a Scheduled Start date of today and tomorrow. There is no limit on quantity of tasks that can be downloaded.

When working in offline mode, agents can access My Upcoming Tasks in the mobile interface and view work order task details. Within a work order task, agents can view related lists one level deep.

Mobile offline properties

The mobile offline support feature includes these system properties.

Property Description
glide.ui.m.offline.enabled Enables the mobile offline support feature.
  • Type: true | false
  • Default value: false
glide.ui.m.offline.roles A comma-separated list of roles that can access mobile offline syncing. Use an empty value to allow all roles.
  • Type: string
  • Default value: wm_read
glide.ui.m.offline.cache_ttl Sets the global mobile offline cache time to live, in minutes.
  • Type: integer
  • Default value: 2880
glide.ui.m.offline.view_name The default view name to use for lists and forms when in offline mode on mobile.
  • Type: string
  • Default value: mobile_offline

Configure mobile offline support

Field Service Management includes two modules for mobile offline support, one for tasks and one for work orders:
  • My Upcoming WO Tasks — Offline Support
  • My upcoming WOs — Offline Support
By default, mobile offline support uses the My Upcoming WO Tasks — Offline Support module. This module includes conditions that must be met for a task to be cached in a mobile device:
  • The task is active.
  • The task is assigned to the agent.
  • The task Scheduled Start date is between today and tomorrow. The task list is sorted by the scheduled start day and time.
The mobile offline support module is configured as part of the My Work Area mobile home page:
  1. Navigate to System Mobile UI > Home Page Collections.
  2. Click Target Collection.
  3. Click Field Service in the Pages related list.
  4. Click My Work Area in the Sections related list to open the page form.
The Modules related list includes the My Upcoming WO Tasks — Offline Support module. This module includes conditions that must be met for a task to be cached in a mobile device:

Use mobile offline support

To use the mobile offline support feature, agents should synchronize their work order task data while they have a valid internet connection. The synchronization process stores this data in a cache on the mobile device.
Note: The glide.ui.m.offline.enabled property must be enabled for agents to use this feature.
  1. Navigate to User Profile > Offline and press Sync Now. The synchronization process pulls the tasks assigned to the agent that have a Scheduled Start date of today and tomorrow.
  2. Enable Offline Mode.
    Note: Agents must synchronize at least once and store data in the cache before switching to offline mode.
  3. Navigate to Field Service > My Upcoming Tasks. By default, the task list shows the short description, task number, and contact information.
  4. Select a task and view the task information in read-only mode.
  5. When finished, disable Offline Mode.