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Completing a work order

Suggest edit Updated on October 6, 2020

As a field worker, you can complete any work order from your work list.

Before you begin: Start a tour, if required. For more information, see Starting a tour.
  1. In the Pega Field Service mobile app, on the My Worklist page, open a dispatched work order by performing one of the following actions:

    • On the My Schedule tab, tap a work order.
    • On the Map tab, tap a work order pin and then tap the work order details.
  2. Review the work order details.

  3. If you cannot perform the work, for example, if you are not equipped to perform the work or the customer is not present at the job location at the scheduled time, submit a request to reschedule or reassign the work order.

    For more information, see Submitting a request to reschedule a work order and Submitting a request to reassign a work order.

  4. On the Overview tab of the work order, to view the configured products, tap the Product Configuration link.

  5. To view a hierarchical listing of articles within the customer’s configured product, in the Product Configuration link, tap the Bill of materials link, and review the Configuration tab.

  6. To view a list of the past work orders for a configured product and a consolidated history of the customer’s configured products at the customer location at the product level, in the Product section, tap the History tab.

    For example: An awning window is a product, while an instance of an awning window with serial number AW2378 that is owned by a specific customer is a configured product. A configured product can be the focus of field service work, such as repair, inspection, or maintenance.
  7. To view a list of the past work orders for a configured product and a consolidated history of the customer’s configured products at the customer location at the location level, in the Location section, tap the History tab.

  8. On the Overview tab, tap Start travel.

    Result: The work order status changes to EN-ROUTE.
  9. When you arrive at the destination, tap End travel.

    Result: The work order status changes to ARRIVED.
  10. Optional:

    To partially complete a work order, tap Postpone and perform the following steps:

    1. In the Reason list, select a valid reason for postponing the work order.

      For example: Location is not accessible.
    2. Tap Submit.

    You can postpone a work order multiple times, if required. To resume work, tap Begin work in the work order.

  11. Tap Begin work.

    Result: The work order status changes to IN PROGRESS.
  12. Optional:

    To communicate with dispatchers and customer service representatives (CSRs) about work orders, tap the Pulse tab.

  13. Perform work tasks for this work order by tapping TasksWork.

    Result: The task list displays recommended tasks along with the tasks you add. You can retain, add, or delete a task.
  14. Optional:

    To add a new task, tap Add Task.

  15. In the Tasks type field, add tasks by selecting a task from the applicable categories.

    You can add the same task multiple times to record repeating efforts.

  16. Swipe left on an individual task, begin work by tapping the Start option, and then complete the displayed fields.

    For standard task cases, you can attach photos, add notes, and fill in the bill of materials to specify the articles that you repair, replace, or clean.

  17. Optional:

    To mark the status of the task, tap the More icon and select the option that reflects the task status.

    Note: When you complete a task, you can no longer edit it.
  18. Begin work on individual tasks that you added in step 14 by repeating steps 16 and 17 for each task.

  19. Tap TasksAdmin, and then record your customer notes, time, and expense details:

    1. Tap Add next to the Notes to customer field and then enter your notes.

    2. To add or edit time, tap Add next to the Time field.

    3. On the Add time tab, record your time.

      For example: If your activities took five hours of the 6-hour visit at a customer site, enter 5 hours for labor and 1 hour for standby.
    4. To add or edit expenses, tap Add against the Expenses field.

    5. On the Add Expense tab, enter your expense details.

      For example: If you paid 50 dollars for toll while traveling to the customer destination, enter 50 dollars for your toll expenses.
  20. Finish your work by tapping Wrap-up.

  21. Review the displayed work details, and then complete your assignment:

    ChoicesActions
    Work order is successfully completed
    1. Tap the Complete status.

    2. Enter your signature.

    3. Tap Submit.

    Work order cannot be completed
    1. Tap the Incomplete status,

    2. Select the reason why you cannot complete the work.

    3. Enter your signature.

    4. Tap Submit.

  22. Hand the device to the customer, and then collect the following details by tapping Proceed:

    ChoicesActions
    The work status is Complete
    1. Optional:

      To record customer's opinion on the work order, in the I confirm that field, select one of the available list of options.

    2. Optional:

      If the customer selects either Work order has been completed but not to my satisfaction or Work order is incomplete, to record the reason for this selection, in the Customer feedback field, collect the detailed feedback.

    3. Optional:

      To collect the customer's signature, in the Signature option list, tap the appropriate signature format, and then collect the customer’s signature.

    4. Tap Submit.

    The work status is Incomplete
    1. In the Customer comments field, collect the customer’s feedback or notes.

    2. Optional:

      To collect the customer's signature, in the Signature option list, tap the appropriate signature format, and then collect the customer’s signature.

    3. Tap Submit.

  23. Take the device from the customer, and then tap Proceed.

Result: The work order status is displayed.
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