Service Management Manuals

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Perform standard on-site work ​

Complete the procedures and actions in a standard operating procedure (SOP), record the service, and advance the work order.

Overview ​

Administrators configure procedures, actions, owners, and completion rules. Complete your assigned actions as prompted. If procedure clock-in is enabled, clock in before starting.

Before you begin ​

IMPORTANT

  • Your account can process the work order, SOP actions, and related objects.
  • The work order is at the SOP node and has matched a template.
  • If clock-in is enabled, turn on location services and clock in as prompted.
  • Verify all action results before submission. Required actions block clock-out and SOP completion.

Procedure ​

  1. Find the work order in the App task list or process-node application.
  2. Select Perform On-site Work.
  3. Verify the customer, address, status, and current procedure. Complete your assigned actions.
  4. If required, clock in before the actions. Use leave-site or completion clock-out as appropriate.
  5. Complete all required actions, select Complete, and verify the process status.

Perform work in the App ​

  1. At the SOP process node, select Perform On-site Work from the task list or node application.
  2. The page shows procedures and pending actions. Depending on the action type, you can:
  • Edit fields on the work order or a related object.
  • Create one or more related records.
  • Confirm existing related records.
  • Add and complete an inspection group.
  • Generate a service report.
  • Generate a service review QR code.

Standard work actions in the App

  1. Follow each action card's instructions. Configuration determines visibility, skip options, and requirements:
  • Prerequisite action: Complete it before the current action.
  • Conditional action: The system displays it only when the configured condition is true.
  • Required action: Complete it before clock-out or SOP completion.
  • Skip this step: Available only when enabled. Skipping does not mark the action complete.
  • Completion condition and post-action: Correct failed validation. The system runs post-actions automatically after completion.
  1. Repeating actions generate tasks according to configuration:
  • Unlimited: Process again after completion, either automatically or through a manual trigger.
  • Once daily: Generate at SOP start and at 00:00 each day until completion.
  • Once per clock-in: Generate after every procedure clock-in until completion clock-out.

Clock in and out of a procedure ​

When enabled, each action owner maintains independent clock-in records.

  • Standard clock-in: Clock in, complete required actions, and select Completion Clock-out.
  • Repeated clock-in: Use Leave-site Clock-out, then clock in again when you return. Finish with Completion Clock-out.
  • The system validates your required actions at either clock-out.
  • An open clock-in becomes a missing-clock record at 23:59 and can follow your organization's correction rules.

Clock in and out of an SOP procedure

Complete the SOP ​

After all required actions and clock-outs, select Complete. The system validates completion conditions, saves records, and completes the process node.

Complete standard on-site work in the App

Perform work on the web ​

  1. Select Perform On-site Work from the task list or process-node application.
  2. Complete assigned actions such as editing objects, creating or confirming related records, and completing inspections.

Standard work actions on the web

  1. The web does not support procedure clock-in, clock-out, or location records. Use the App when clock-in is required.
  2. The primary engineer completes actions assigned to the primary owner.

Primary engineer actions on the web

  1. Collaborating engineers complete their own assigned actions independently.

Collaborating engineer actions on the web

Expected result ​

  • Action data, inspection results, and clock-in records are saved to the configured business objects.
  • Completed actions leave the pending list, and related records show the resulting data and status.
  • After SOP completion, the work order advances to the displayed next node and owner.

Notes ​

  • Product edition, process configuration, and permissions control entries, actions, and labels.
  • Engineers need both action ownership and functional and data access to related objects.
  • For missing actions or validation failures, check prerequisites, conditions, required fields, and object permissions.
  • Use the App to record procedure location data.