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    • Field Service Management
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    Home Orlando Field Service Management Field Service Management Mobile experience for Field Service Management Prioritize your work using the Field Service mobile application

    Prioritize your work using the Field Service mobile application

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    Prioritize your work using the Field Service mobile application

    Accept or reject tasks, assign tasks to yourself and plan your schedule for the day. View task details, schedule, and task location, or close a work order task using your mobile application.

    Plan tasks using the Field Service mobile application

    Plan how to execute tasks assigned to you using the mobile app. You can prioritize by accessing SLAs and call customers directly from the app.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    The task list displays the following information for each work order task:

    • The work order task number.
    • The short description of the work order task.
    • Company for which the work order task is being executed.
    • Location where the work order task is being executed.
    • The work order task state.
    • Scheduled start date and time for work order task to be executed.

    Procedure

    1. Navigate to the Field Service mobile application.
    2. Tap My Work.
    3. Perform one of the following actions:
      ToDo this
      View the work order tasks assigned to you Tap My Tasks. You can view all upcoming tasks based on the schedule start date. To view all tasks, tap See All.
      View work order tasks for your assignment group In the My Group Tasks section, view upcoming tasks for your assignment group. To view all tasks, tap See All.
      The list displays all tasks scheduled to start before the end of next week.
      Note: You can also view all work orders for an asset.
    4. Select a work order task to view details for the task.
    5. (Optional) Edit a work order description.
      1. Tap the overflow icon and select Edit.
      2. Do the following: To edit the task short description, tap the Short Description field, make necessary edits and click the back icon to go back to the Edit screen.
      3. To edit the task description, tap the Description field, enter a description for the task and click the back icon to go back to the Edit screen.
      4. Perform one of the following actions:
        • On an iOS device, tap Submit.
        • On an Android device, tap the send icon.
    6. View the SLA for the work order that the task is associated with.
      1. Tap the work order number.
      2. Select the work order to view the details.
      3. Tap Related Lists.
      4. Tap Task SLA.
      The screen displays all SLAs related to the work order.

      Tap the arrow at the top left corner to go back to the work order.

    7. Make a call to the caller identified on the work order.
      1. Select the Details tab.
      2. Select the caller identified in the Caller field.
      3. Swipe the caller record to the left and click Call to place the call.

      Tap the arrow at the top left corner to go back to the work order.

    Related topics
    • Field Service Management SLAs
    • Working on tasks when your mobile device is offline

    Plan your schedule using the Field Service mobile application

    View tasks to be executed as well as your personal events on a particular day to plan your schedule for that day. Add events for yourself and display your availability to team members.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    You can view your personal events and the schedule for all active tasks assigned to you from the current date. You can also view tasks that have been closed within the last seven days.
    The task list displays the following information for each work order task:
    • The short description of the work order.
    • The work order task number.
    • Scheduled start time and end time when the work order task must be executed.

    Procedure

    1. Navigate to the Field Service mobile application.
    2. Tap My Work.
    3. Open My Schedule applet.
    4. Select a date on the calendar.
      Your personal events and the work order tasks that must be executed for that day displays below the calendar.
    5. Select a task to view all details for that task.
    6. Add or edit a personal event.
      1. Tap the overflow icon ( Overflow Icon)and select Create Event.
      2. Fill in the following fields:
        Field Description
        Name Name of the event.
        Type Type of schedule entry.
        Show as Display the event on the schedule as one of the following:
        • Busy
        • Free
        • Tentative
        • On call
        Start time Start date and time for this event.
        End time End date and time for this event.
        Repeats Frequency of the repeated event.
        Available options:
        • None
        • Daily
        • Every Weekday (Mon - Fri)
        • Every Weekend (Sat, Sun)
        • Every Mon, Wed, Fri
        • Every Tue Thu
        Repeat every How many times this event is repeated.
        Repeat until End date for this event.
      3. Click Submit.
    Related topics
    • View events in team calendar

    Pick up an unassigned task using the Field Service mobile application

    If you are available, you can assign a task to yourself.

    Before you begin

    The work order task must be in Pending Dispatch state.

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Navigate to the Field Service mobile application.
    2. Tap My Work.
    3. Open the My Group Tasks applet.
    4. Select the desired work order task.
    5. Tap the overflow icon (Overflow Icon) and then select Assign To Me.
      You receive a notification that the task has been assigned to you.

    Accept or reject a work order task on the Field Service mobile application

    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.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Navigate to the Field Service mobile application.
    2. Tap My Work.
    3. Perform one of the following actions:
      OptionDetails
      Accept a task

      Do one of the following:

      • To accept a task from the work order task list, select the desired task, swipe to the left and select Accept.
      • To accept a task after reviewing the work order task details:
        • Select and open the desired task.
        • Review the task details.
        • Tap Accept.
      When you accept a task, the work order task state changes to Accepted.
      Reject a task

      Do one of the following:

      • To reject a task from the work order task list, select the desired task, swipe to the left and select Reject.
      • To reject a task after reviewing the work order task details:
        • Select and open the desired task.
        • Review the task details.
        • Tap Reject.

        The Reject Task pop-up appears.

      • From the Reason list, select a reason for the rejecting the task.
        Available options:
        • Schedule conflict – you have another appointment scheduled for the same time window.
        • Skills mismatch – the skills you have do not match the skills required to work on the task.
        • Location mismatch – the location specified for the task is not the location you could work.
        • Duplicate task – another record of this task exists.
        • Parts unavailable – you do not have the required parts to work on this task.
        • Customer unavailable – customer is not available for the scheduled task time-window.
        • Other – any reason other than the ones listed earlier.
      • In the Details field, enter additional information for rejecting the task.
      • Do one of the following:
        • On an iOS device, tap Submit.
        • On an Android device, tap the done icon.

      The reason for rejecting the task is populated in the work notes and the task moves to Pending Dispatch state.

    What to do next

    Start the work on a task using the Field Service mobile application.

    Start work on a task using the Field Service mobile application

    You can record both the time you begin traveling to the work site and the time you start the work.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    Administrators can configure the wm_notification.upcoming.task.reminder.minutes.before system property to set the number of minutes before which a task reminder is sent. By default, you will receive a notification 45 minutes before the work start time.

    Administrators can enable push notifications in Studio. For information on setting up push notifications, see Mobile push notifications.

    Procedure

    1. Navigate to the Field Service mobile application.
    2. Tap My Work.
    3. In the My Tasks section, click See All.
    4. Select the work order task you want to get started with.
      You can only start work on tasks that are in the Accepted state.
    5. Perform any of the following actions:
      OptionDetails
      When you start traveling to the job site

      Perform one of the following actions:

      • To record your travel start time using the work order task list, swipe the desired task to the left and select Start Travel.
      • To record your travel start time after you review the work order task details:
        • Select and open the desired task.
        • Review the task details.
        • Tap Start Travel.
      When you start working on the task

      Perform one of the following actions:

      • To record the work start time using the work order task list, swipe the desired task to the left and select Start Work.
      • To record the work start time after you review the work order task details:
        • Select and open the desired task.
        • Review the task details.
        • Tap Start Work.

      The work order task state changes to Work In Progress.

    Related topics
    • Manage notifications from your mobile device

    Complete a questionnaire on the Field Service mobile application

    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 is repaired.

    Before you begin

    You can view a questionnaire in a work order task if it is made available for that task. For more information on creating questionnaires and associating them with work orders or work order tasks, see Work order questionnaires

    Role required: wm_agent or wm_dispatcher

    Procedure

    1. Navigate to the Field Service mobile application.
    2. Tap My Work.
    3. In the My Tasks section, tap See All.
    4. Select the work order task for which you want to fill out the questionnaire.
    5. Tap the overflow icon (Overflow Icon) and select Questionnaires.
    6. Select Start.
    7. Answer each question in the questionnaire.
    8. Perform one of the following actions:
      ToDo this
      Save the questionnaire Tap Save. You can edit the questionnaire at a later time.
      Submit the questionnaire Tap Submit. Once submitted you can view but not make changes to your questionnaire.
      This takes you back to the work order task form.

    Tags:

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    Release version
    Choose your release version

      Prioritize your work using the Field Service mobile application

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Prioritize your work using the Field Service mobile application

      Accept or reject tasks, assign tasks to yourself and plan your schedule for the day. View task details, schedule, and task location, or close a work order task using your mobile application.

      Plan tasks using the Field Service mobile application

      Plan how to execute tasks assigned to you using the mobile app. You can prioritize by accessing SLAs and call customers directly from the app.

      Before you begin

      Role required: wm_agent or wm_dispatcher

      About this task

      The task list displays the following information for each work order task:

      • The work order task number.
      • The short description of the work order task.
      • Company for which the work order task is being executed.
      • Location where the work order task is being executed.
      • The work order task state.
      • Scheduled start date and time for work order task to be executed.

      Procedure

      1. Navigate to the Field Service mobile application.
      2. Tap My Work.
      3. Perform one of the following actions:
        ToDo this
        View the work order tasks assigned to you Tap My Tasks. You can view all upcoming tasks based on the schedule start date. To view all tasks, tap See All.
        View work order tasks for your assignment group In the My Group Tasks section, view upcoming tasks for your assignment group. To view all tasks, tap See All.
        The list displays all tasks scheduled to start before the end of next week.
        Note: You can also view all work orders for an asset.
      4. Select a work order task to view details for the task.
      5. (Optional) Edit a work order description.
        1. Tap the overflow icon and select Edit.
        2. Do the following: To edit the task short description, tap the Short Description field, make necessary edits and click the back icon to go back to the Edit screen.
        3. To edit the task description, tap the Description field, enter a description for the task and click the back icon to go back to the Edit screen.
        4. Perform one of the following actions:
          • On an iOS device, tap Submit.
          • On an Android device, tap the send icon.
      6. View the SLA for the work order that the task is associated with.
        1. Tap the work order number.
        2. Select the work order to view the details.
        3. Tap Related Lists.
        4. Tap Task SLA.
        The screen displays all SLAs related to the work order.

        Tap the arrow at the top left corner to go back to the work order.

      7. Make a call to the caller identified on the work order.
        1. Select the Details tab.
        2. Select the caller identified in the Caller field.
        3. Swipe the caller record to the left and click Call to place the call.

        Tap the arrow at the top left corner to go back to the work order.

      Related topics
      • Field Service Management SLAs
      • Working on tasks when your mobile device is offline

      Plan your schedule using the Field Service mobile application

      View tasks to be executed as well as your personal events on a particular day to plan your schedule for that day. Add events for yourself and display your availability to team members.

      Before you begin

      Role required: wm_agent or wm_dispatcher

      About this task

      You can view your personal events and the schedule for all active tasks assigned to you from the current date. You can also view tasks that have been closed within the last seven days.
      The task list displays the following information for each work order task:
      • The short description of the work order.
      • The work order task number.
      • Scheduled start time and end time when the work order task must be executed.

      Procedure

      1. Navigate to the Field Service mobile application.
      2. Tap My Work.
      3. Open My Schedule applet.
      4. Select a date on the calendar.
        Your personal events and the work order tasks that must be executed for that day displays below the calendar.
      5. Select a task to view all details for that task.
      6. Add or edit a personal event.
        1. Tap the overflow icon ( Overflow Icon)and select Create Event.
        2. Fill in the following fields:
          Field Description
          Name Name of the event.
          Type Type of schedule entry.
          Show as Display the event on the schedule as one of the following:
          • Busy
          • Free
          • Tentative
          • On call
          Start time Start date and time for this event.
          End time End date and time for this event.
          Repeats Frequency of the repeated event.
          Available options:
          • None
          • Daily
          • Every Weekday (Mon - Fri)
          • Every Weekend (Sat, Sun)
          • Every Mon, Wed, Fri
          • Every Tue Thu
          Repeat every How many times this event is repeated.
          Repeat until End date for this event.
        3. Click Submit.
      Related topics
      • View events in team calendar

      Pick up an unassigned task using the Field Service mobile application

      If you are available, you can assign a task to yourself.

      Before you begin

      The work order task must be in Pending Dispatch state.

      Role required: wm_agent or wm_dispatcher

      Procedure

      1. Navigate to the Field Service mobile application.
      2. Tap My Work.
      3. Open the My Group Tasks applet.
      4. Select the desired work order task.
      5. Tap the overflow icon (Overflow Icon) and then select Assign To Me.
        You receive a notification that the task has been assigned to you.

      Accept or reject a work order task on the Field Service mobile application

      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.

      Before you begin

      Role required: wm_agent or wm_dispatcher

      Procedure

      1. Navigate to the Field Service mobile application.
      2. Tap My Work.
      3. Perform one of the following actions:
        OptionDetails
        Accept a task

        Do one of the following:

        • To accept a task from the work order task list, select the desired task, swipe to the left and select Accept.
        • To accept a task after reviewing the work order task details:
          • Select and open the desired task.
          • Review the task details.
          • Tap Accept.
        When you accept a task, the work order task state changes to Accepted.
        Reject a task

        Do one of the following:

        • To reject a task from the work order task list, select the desired task, swipe to the left and select Reject.
        • To reject a task after reviewing the work order task details:
          • Select and open the desired task.
          • Review the task details.
          • Tap Reject.

          The Reject Task pop-up appears.

        • From the Reason list, select a reason for the rejecting the task.
          Available options:
          • Schedule conflict – you have another appointment scheduled for the same time window.
          • Skills mismatch – the skills you have do not match the skills required to work on the task.
          • Location mismatch – the location specified for the task is not the location you could work.
          • Duplicate task – another record of this task exists.
          • Parts unavailable – you do not have the required parts to work on this task.
          • Customer unavailable – customer is not available for the scheduled task time-window.
          • Other – any reason other than the ones listed earlier.
        • In the Details field, enter additional information for rejecting the task.
        • Do one of the following:
          • On an iOS device, tap Submit.
          • On an Android device, tap the done icon.

        The reason for rejecting the task is populated in the work notes and the task moves to Pending Dispatch state.

      What to do next

      Start the work on a task using the Field Service mobile application.

      Start work on a task using the Field Service mobile application

      You can record both the time you begin traveling to the work site and the time you start the work.

      Before you begin

      Role required: wm_agent or wm_dispatcher

      About this task

      Administrators can configure the wm_notification.upcoming.task.reminder.minutes.before system property to set the number of minutes before which a task reminder is sent. By default, you will receive a notification 45 minutes before the work start time.

      Administrators can enable push notifications in Studio. For information on setting up push notifications, see Mobile push notifications.

      Procedure

      1. Navigate to the Field Service mobile application.
      2. Tap My Work.
      3. In the My Tasks section, click See All.
      4. Select the work order task you want to get started with.
        You can only start work on tasks that are in the Accepted state.
      5. Perform any of the following actions:
        OptionDetails
        When you start traveling to the job site

        Perform one of the following actions:

        • To record your travel start time using the work order task list, swipe the desired task to the left and select Start Travel.
        • To record your travel start time after you review the work order task details:
          • Select and open the desired task.
          • Review the task details.
          • Tap Start Travel.
        When you start working on the task

        Perform one of the following actions:

        • To record the work start time using the work order task list, swipe the desired task to the left and select Start Work.
        • To record the work start time after you review the work order task details:
          • Select and open the desired task.
          • Review the task details.
          • Tap Start Work.

        The work order task state changes to Work In Progress.

      Related topics
      • Manage notifications from your mobile device

      Complete a questionnaire on the Field Service mobile application

      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 is repaired.

      Before you begin

      You can view a questionnaire in a work order task if it is made available for that task. For more information on creating questionnaires and associating them with work orders or work order tasks, see Work order questionnaires

      Role required: wm_agent or wm_dispatcher

      Procedure

      1. Navigate to the Field Service mobile application.
      2. Tap My Work.
      3. In the My Tasks section, tap See All.
      4. Select the work order task for which you want to fill out the questionnaire.
      5. Tap the overflow icon (Overflow Icon) and select Questionnaires.
      6. Select Start.
      7. Answer each question in the questionnaire.
      8. Perform one of the following actions:
        ToDo this
        Save the questionnaire Tap Save. You can edit the questionnaire at a later time.
        Submit the questionnaire Tap Submit. Once submitted you can view but not make changes to your questionnaire.
        This takes you back to the work order task form.

      Tags:

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