Overview
The Field Service app serves as a way for technicians to easily, quickly, and readily view their schedule and assigned work orders. In this guide, we’ll be going through how to download, log into, and navigate the app.
Prior to logging into the app, be sure that you have the Workforce > Technician platform permission assigned to your gaiia account. If you do not, it will not let you log into the app and will throw an error.
Accessing the application
Downloading the app
Our app can be downloaded directly from your phone's app store:
Logging in
If you have the Technician role assigned to your gaiia account, you’ll be able to log in following these steps:
- Input your email address.
- A confirmation link will be sent to your email address, and will be valid for the next hour.
- Clicking on the
Log Inbutton in the confirmation email will redirect you back to the app. Please note that a confirmation pop-up might ask you to accept the redirection. - Once you're logged in, you will be taken to the dashboard section of the app!
Navigating the application
By default, you're taken to the Dashboard section. By pressing the hamburger menu in the top-left corner, you'll be able to access to the other sections of the application.
Within the hamburger menu, you're also able to view your profile, which has all of your technician-related information.
Dashboard
From the Dashboard, you will see a week-long view of the calendar, and any upcoming Work Orders you may have, as well as your completed ones. You can toggle through the days to view the upcoming work orders on each date, as well as the completed orders you’ve done on those days.
You’ll also be able to set your status as Active, allowing for the teams dispatcher to know who is online. Setting yourself to Active will enable the location tracking, causing a technician marker to appear on the Workforce map within gaiia. At the end of the day, setting yourself to Inactive will disable the location tracking.
From the Dashboard, you're also able to mark yourself as "En route to work order." If you have the communication configured, this will also send an SMS to the customer that the technician is on their way.
If your location tracking isn't configured properly, a banner will appear across the top of your screen. To manage the tracking for the Field Service App on your device, check this article: Managing your Location Tracking
Work Orders
From this module, you are able to view your assigned Work Orders and the time it's scheduled for, as shown in the image on the right.
You're also able to adjust the date range to view historical work orders. This can be useful if you want to make sure that they're all completed (a greyed out work order means it has been completed).
By clicking on a work order, you’ll be able to view all of the different sections of the work order, as described below.
Overview
From this section, you’ll be able to view the work type, the priority, the work date, and the status of the work order. The status of the work order can be adjusted, at any point during the work order, to a variety of different statuses.
At the bottom, you’ll be able to see the Customer Details for the work order, in case you need to get in touch with them. Below that, you'll see the Work Location as well as a map to help you make sure you're at the right location.
If there are Additional Details associated with the work order, you'll see those below the Work Location section. This section can be used to capture any other relevant information for this work order.
Work Type
This tab will show the steps that you need to take in order to complete the work order.
When you select the Start Service button on the Work Type, it’ll change the status of the Work Order to “In Progress”, and lay out the steps for you to follow to ensure that you don’t forget anything, and that the customer is properly serviced. This also starts the "clock" that tracks the duration of the work order. This should be done at the start of every work order.
Once all of the steps are completed, you’ll be able to “Submit as Completed”. This will automatically adjust the Work Order status to “Completed”, and should be done at the end of every work order.
You will also see that on the Work Orders module, the Work Order block will now appear grey, showing you at a quick glance which ones are completed.
Alternatively, you’ll also be able to see this information from the Dashboard section by clicking on the Completed tab.
Workflows
From the app, you're also able to run Workflows. This can be very useful as you won't need a laptop to activate this customer, and completing this on-site means you can also confirm the customer is in good standing. Simply click on the Workflows tab, select + Launch Workflow and then choose the corresponding workflow.
Equipment
You're also able to assign CPE directly to a customers account from the app. This can be useful if the CPE isn't proactively assigned, and is dependant on the unit that's brought to the location. Click on the Equipment tab, select + New item and then select the corresponding item type. You'll be able to then populate the fields with the information of the unit and assign that to the customer. You're also able to unassign CPE in the event one was incorrectly assigned, or if you're replacing the unit.
Notes
Throughout the installation process, if there are any notes or attachments that you’d like to leave, you’ll be able to do so from this section! You're also able to view historical notes left by other technicians who have visited the account.
Shifts
The final module within the app is the Shifts module. From here, you’ll be able to see what your future schedule looks like.
As you can see, this technician is scheduled 24/7, with 30 minutes that they’ll take for their break.
Guide: Workforce Module
This article is part of a larger guide covering the Workforce Module feature
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