A work order groups tasks that belong to the same job. A single work order can include tasks for several assets, or Spots. In the mobile app, you can check a work order’s details, read its attachments and open individual tasks to view their details.
Which work orders and tasks are visible?
Mobile users have general permission to view work orders. A work order does not need to be assigned to you. However, the mobile list and the work order view only show open work orders: you cannot open a closed or deleted work order through these views. Start and end dates do not limit this list.
Task visibility is determined separately by your task permissions. It depends on the task’s assigned responsibilities, your mobile role and, depending on the service settings, folder permissions and task status visibility settings. Seeing a work order therefore does not guarantee that you can see or perform all its tasks. Draft tasks are not visible to regular mobile users. If necessary, ask an administrator to check your permissions.
Find and open a work order
- Select Work orders from the mobile app’s side menu.
- Open the search using the magnifying glass at the top of the list. On iOS, it is in the top-right corner. Enter the work order’s name, number or customer name; part of the name or number also works.
- Select the correct work order and check its name, number and customer before opening its tasks.
Read the description and attachments
Android: expand the work order’s Description section using its arrow. Expand the File Attachments section in the same way and select the attachment you need.
iOS: expand the Description and Attachments sections using their arrow buttons. Select an attachment to open it.
If the description is empty, its expand arrow is missing. On Android, the attachments expand arrow is also missing if there are no attachments.
The Instruction section on Android and the Instructions section on iOS do not currently contain the work instructions saved to the work order. They display the fixed text Instructions for Work Order. Check the description, attachments and individual task details for the actual work content.
Open unfinished or completed tasks
Android: select the work order’s Tasks card. The task list opens on the Active tab. Switch to the Completed tab to view completed tasks.
iOS: select the work order’s Tasks row. Unfinished tasks appear under the Active heading. Open the completed task list using the Completed row at the top of the task list.
The unfinished task list can include active, overdue and in-progress tasks that you have permission to view. The list’s name does not mean that all its tasks have the Active status. Tasks with the In Review or On hold status on Android, or the In Review or On Hold status on iOS, are excluded from both lists. The completed task list only shows tasks marked as completed.
Select a task to open its details. Check the task’s Spot before starting work and read the task’s own description. Performing and completing tasks are covered separately: see completing a task in the mobile app. Adding a new task and linking tasks are covered in linking tasks to a work order.
What do the task counts tell you?
The work order’s Open counter only counts tasks with the Active status. The completed task counter only counts tasks marked as completed; its label is Completed on both Android and iOS.
The counters reflect the current statuses of the tasks linked to the work order, without a date range limit. They are not restricted by the same user task permissions as the task lists, so the counts may differ from the number of tasks visible to you.
For example, in a work order with one active task, one in-progress task and one completed task, the Open count is 1 and the completed count is 1. The unfinished task list may still show two tasks if you have permission to view both.
A zero Open count does not prove that the entire job is complete: in-progress, overdue, in-review, on-hold and draft tasks are not included in the Open counter.
Check the current situation and investigate missing information
Refresh the work order list by pulling it down while an internet connection is available. Reopen the work order and its task lists to check the latest information.
Completing a task changes that task’s status. A task that requires review moves to review and disappears from these mobile lists until it is approved as completed. This does not mean that the task has been deleted. Completing a task does not itself close the work order or mark other tasks as completed.
If you cannot find a work order, check the search text and the customer account currently in use, and ask a browser user to check the work order’s status. If a task is missing, check its work order link, status and your viewing permissions separately. To check tasks in all statuses, you need the work order’s task list in the browser and sufficient viewing permissions.
The work order’s basic details and its open or closed status are managed in the browser with the required permissions. See creating and editing a work order.