Starting and Doing the Work

Availability: all plans

Once you are on site, a work order moves from Scheduled to In Progress and you work through it on the Execute Work screen. This guide covers confirming the customer has authorized the work, starting work, tracking time, following a work plan, and handling work you cannot finish.

Before you start

You need permission to complete work orders to open the execution screen. Recording the customer's authorization needs permission to record authorization, and the Scope changed button needs permission to manage change orders. Time controls need permission to track time. All of these are included in every plan; whether you see them depends on your role.

Steps

Open the work order from Jobs, Work Orders, or the link on your Next stop box.
Check the box headed Customer authorization, if it appears. Until the customer has authorized the work, Start Work is locked and reads "Capture the customer's authorization before starting work". Choose how the customer agreed: Customer signs, Said yes in person, Said yes by phone, or Purchase order or signed form. If they sign, hand them the device to sign on the pad. Then choose Record authorization. Choices other than a signature are recorded as your statement that the customer agreed.
If the job requires a deposit, pay the deposit invoice first; Start Work stays locked until then.
In the box headed Execute Work, choose Start Work. The work order moves to In Progress and your time starts. If time is already running on a different work order, tick Switch my active work to this work order before choosing Start Work.
On the execution screen, read Service Details. The Ready to complete? panel lists anything still missing, under Capture still required.
If the work order has a work plan, each step is listed with whether it is required or optional. Where a step shows "Photo required", choose the file under Capture photo, which on a phone lets you take a picture. Where it shows "Signature required", have the customer sign in the box and choose Save signature. Tick Complete this step when the step is done.
Use the Time panel on the side. It shows time running, when you got on site and when you began working. Take a break pauses it and Resume work continues. Stop this time ends it.
Record parts you used in the parts panel beside the Time panel, if your plan includes inventory. View property record opens the Property's past service and equipment.
If the customer asks for extra work, choose Scope changed and follow the change order. While added work is waiting, Review & complete is locked until you resolve it.
When the checks are satisfied, choose Review & complete. The next guide covers that step.

Tips

The Time panel also shows Today's Total and your break time once you have recorded some.
If time has run past the visit's expected end, a prompt from Walter asks whether you are still working. Choose Still working, Finished at expected time or Finish now. It never stops your time for you.

If something goes wrong

If you cannot finish on this visit, use the menu Can't finish — why? at the bottom of the screen, pick Waiting on parts, Waiting on the customer, Waiting on an inspection or Other, and choose Put on hold. This puts the work order on hold, closes your visit and records your time so far. It does not complete the work or ask for payment. If Review & complete is greyed out, hover over it to see why: either required items are missing or a scope change needs resolving. If the screen says live completeness data is not available, you can keep working; the rules are checked when you complete.

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