Accept a work order task if you are ready to work on that task. Reject the task and
provide a reason if you cannot work on that task.
The task must be in Assigned state
for an agent to accept or reject the task. Dispatchers can view the task rejection
history in the work order tasks.
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Navigate to .
You can view a list of all work order tasks assigned to you.
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Open a work order task.
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Accept or reject the task.
To | Do the following |
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Accept the task |
Click Accept. The work order task moves to
Accepted state. |
Reject the task. |
- Click 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.
- Click OK.
The reason for rejecting the
task is populated in the work notes and the task moves to
Pending Dispatch state.
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