Impact of AppSuite actions on order and work assignments
Some actions selected by engineers on their mobile devices will have implications for the corresponding work assignment(s) and orders. Among other things, these actions determine the way SLAs are handled or how the materials to be returned are calculated.
Wait / Resume
All work assignments can be set to the Wait status, but only Key work assignments can actually trigger the Stop the clock mechanism on SLAs. If the main responsible engineer selects Travel, Work or Pause, the work assignment is resumed.
End work / Finish
If the 'Multiple work assignments' feature has been enabled, and the assigned job is a key work assignment, the engineer is responsible for the completion of the related order. In that case, he / she has the option to either select End my work or Finish order. If a job is a non-key work assignment, the engineer can only select End work.
• The End my work action should be used when there is unfinished work on the order. If the engineer selects this action on the app, the 'parent' order is set to On hold (or a similar configured status) if there still are other planned / pending work assignments. The back-office can subsequently reassess and reassign the order, resulting in a new work assignment for the continuation of the work.
• The Finish order action should be used when all work on the order is finished. If the engineer selects this action, the 'parent' order is set to Technically completed (or a similar configured status). The back-office can subsequently administratively complete the order.
Selecting
Finish order implies that all work related to the order is done. In the back-office the status of the
All work completed? field is set to
Yes. The action will start the
customer sign-off process or calculate the
materials to be returned,
but only if the job is a Key work assignment. If there are maintenance activities on the job that are not completed, these will be completed automatically. If there are still checklist items pending or if materials are requested by the engineer, the job cannot be finished.