Service Management Manuals

Appearance

Engineer quick start ​

Learning goals and outcome ​

Use the engineer workbench to process assigned work orders. Depending on configuration, you can accept tasks, perform field operations, check in, generate reports, or invite evaluations. When an optional task is absent, complete only the actions shown in the current task.

Before you begin ​

  • Your account is the primary or supporting engineer and has access to the work order and related objects.
  • The work order has reached your task list or field service stage.
  • For App check-ins, allow location access. Allow camera access when photos are required.
  • Before traveling, verify the customer, contact, equipment, address, issue, and planned time.

Procedure ​

1. Open the work order from the engineer workbench ​

  1. Open the administrator-configured engineer workbench in the App.
  2. Open your assigned work order. Verify the service target, address, issue, and current stage.
  3. Confirm whether you are the primary or supporting engineer. Review the actions assigned to your account.

2. Accept, reject, or transfer the task ​

  1. If the process includes an engineer acceptance stage, select Accept in the task.
  2. If you cannot perform the service, select Reject or Transfer when available. Enter a reason or select another engineer.
  3. Return to the workbench. Confirm whether you remain responsible or the task moved to another role or engineer.

Acceptance is optional. When a work order enters field service directly, do not look for an acceptance button.

3. Perform standard field operations ​

  1. Select Perform Field Operations from the task list or process stage.
  2. Review the procedures, action prompts, and assignees on the SOP page.
  3. Complete your assigned actions in order. Actions can edit records, create related service records, create multiple records, or complete inspections.
  4. Complete prerequisites first. You must finish required actions before completing the procedure or SOP.
  5. Primary and supporting engineers complete their own assigned actions. Another engineer's action does not replace yours.

4. Complete procedure check-ins in the App ​

  1. When the procedure shows Check In, obtain a location and complete the check-in.
  2. Perform the procedure's field actions after the check-in succeeds.
  3. If you leave temporarily, select Check Out for Departure when available. Check in again when you return.
  4. After all required actions are complete, select Check Out on Completion to finish the procedure.

Web supports SOP actions but not procedure check-in or check-out. Use the App when check-ins are required.

5. Complete the SOP ​

  1. Confirm that all assigned required actions and procedures are complete.
  2. Select Complete on the SOP page.
  3. If validation identifies missing requirements, return to the relevant action and complete it.
  4. After submission, verify that the current stage completes or advances.

Completing an action records that action. Check Out on Completion ends the current procedure. Complete submits the entire SOP. These actions are not interchangeable.

6. Generate a report or invite an evaluation ​

  1. When Generate Service Report is available, open the preview and verify customer, service, and field results.
  2. Add editable content when allowed. Generate the report and select an on-site or remote signature method when needed.
  3. When an evaluation QR code is available, show it to the customer for WeChat submission.
  4. Return to the work order and review the report record, report status, or evaluation result.

Expected results ​

  • The workbench shows only work orders and actions available to your account.
  • Acceptance advances the work order. Rejection or transfer routes it to the configured role or engineer.
  • Field actions, inspections, and optional check-ins are saved.
  • You can submit the SOP after all required actions and check-outs are complete.
  • Enabled service reports or evaluations appear on the work order.

Troubleshooting ​

The work order is missing from the workbench ​

Confirm that the work order is assigned to your account. Check whether you are the primary or supporting engineer. Work orders at other stages do not appear in your field service tasks.

Acceptance or check-in buttons are unavailable ​

Both features are configurable. Confirm that the process requires acceptance and that the procedure enables check-ins. Web does not show procedure check-in actions.

Completion reports unfinished work ​

Review required actions, prerequisites, inspection groups, and procedure check-outs. In collaborative service, also confirm required actions assigned to other participants.

A service report cannot be generated ​

Confirm that the current stage provides the report action, required field work is complete, and the work order matches an available template.

Notes ​

  • Save retains the current form or action. It does not complete a procedure or SOP.
  • A departure check-out does not complete the procedure. Only completion check-out ends it.
  • Do not enter independent actions or check-ins for another assignee.
  • After submitting over an unstable network, verify the result before trying again.