Accept and start a job

This is the task you'll do more than any other: take a job from your schedule and get from "assigned" to "on site and working." The taps are quick, but two of them — On my way and I've arrived — are what let dispatch and the customer see where you actually are. Arrival is its own step; it does not start the work. They're not busywork; skip them and the office is flying blind.

There are two ways a job reaches you: it's assigned to you by dispatch and shows up on your schedule, or it's open work anyone in your branch can pick up. Both end the same way. Start with the one that fits.

Your schedule

Open the app and you land on your day.

The top of the screen shows the shape of your day — jobs today, any emergencies, and your booked total. Below that, Up next lists your jobs in route order — the same order dispatch and the map use, so following the list top to bottom is the efficient drive. An emergency that hasn't been slotted yet pins to the top so you don't miss it.

A job that's already assigned to you needs no accepting — it's yours the moment dispatch places it. Tap it to open it and get moving.

Claiming open work

If you've got room for more, tap Available work on your home screen to see unassigned jobs in your branch that are open for anyone to take.

Tap Claim on a job you want. That doesn't hand you the job outright — it files a request that dispatch confirms, so two techs can't grab the same call and the office always knows who's going where. The button reads Claim requested while you wait; once dispatch confirms, the job moves onto your schedule like any other assigned work, and you pick it up from there.

Start the job

Open the job. You'll see the customer, the site, the equipment involved, and any notes dispatch left you.

Get directions to the site

On Customer & Site, tap Google, Waze, or Apple to open that app with the job address. The taps only appear when the site has a street line; a city-only address shows none of them, so you are not sent to a city center.

The button at the top of the screen, just under Back, shows your next step. The briefing and history sit below it, so you never scroll to find it.

1. On my way — tap this when you leave for the site. It sets the visit to en route so dispatch and the customer can see you're rolling. On the browser job, an assigned visit also shows I've arrived, so if you are already on site you can tap that without On my way. On the phone app you only see the next tap, so I've arrived comes after On my way.
2. I've arrived — tap this when you're on site. It sets the visit to arrived. It does not start the work — that is the next tap. If an owner turned on Mark visits arrived automatically under Settings → This company → Price book, the phone app can mark the visit arrived while you are on the way and within about 150 metres of the site with the app open. That switch starts off. I've arrived still works. The phone shows Arrived automatically at the time.
3. Start work — tap this to move the visit to in progress. If the company requires a JHA or a before photo first, the page names what's still missing. In the browser, Start work stays off until those are done. On the phone app the check runs when you tap: if something is missing, the page shows what and the visit stays where it was. On the job page's quick Start work button, the button stays available, so once it's done you tap it again. On the full Status details screen, the refused change is kept and Start work stays off until you resolve it there. Once work is in progress, the top button becomes Capture work (readings, photos, parts). Tap it to open the guided flow: diagnosing the problem, building the fix (parts and labor, off the price book or your van stock), and wrapping up. To finish, tap Review & complete under it, or use the same button at the top of Wrap up. The job page stays your home base — you can leave and come back to it anytime. If you opened a specific visit of a multi-visit job, the guided flow and the completion stay on that visit.

A visit that is still Scheduled but assigned to you can go On my way on the phone. In the browser that visit says Assigned to you — dispatch release pending before you can head out and offers no status button until dispatch releases it. If the phone says This visit is not dispatched to you yet. Ask the office to dispatch it, then try again., the button stays off until the job changes. If it says This visit changed since your phone loaded it. Refresh the job to see where it stands., refresh the job.

If you tapped the wrong status on the phone, the change is held for ten seconds before it is sent. The line reads Moved from the status you left, and Undo counts down from 0:10. The hint says Sends when the timer ends. Undo keeps the job where it was. Undo cancels the tap; nothing has been sent yet. When the timer ends, Undo disappears and the change sends, or waits on the phone if there is no signal.

In the browser field job, Undo last step sits under the button for five minutes (On my way, I've arrived, or Start work). It needs a signal — it will not queue offline. After five minutes the undo disappears.

On the phone app the status button shows only the tap that comes next.

The scheduled time does not lock the visit

The scheduled window is the plan. It never stops you from opening a visit or tapping On my way, I've arrived or Start work, whether that is the day before, before the window opens, or after it ends. Only the real blockers stop a step, and the screen names each one:

• Dispatch release pending — dispatch has not released the visit yet. Waiting for the scheduled time does not release it; ask the office to dispatch it.
• A required JHA or before photo — complete it, and Start work turns on.
• A hazard that requires stopping work — a dispatcher records it as controlled, with a note, before work can start.
• A credit hold or credit stop on the customer — the office clears it.

Acting early does not move the booked window. The visit records the time the change reaches the office. On the phone, a tap made without signal waits on the phone and is recorded when it syncs, not when you tapped.

If something's off

If the equipment on file doesn't match what's actually at the site, or a note is missing something you needed, say so on the job before you dig in — a quick note there saves the next person (including you, next visit) from hitting the same surprise.

If the job can't go the way it was planned, use the request buttons on the job instead of just working around it: request a reschedule, flag that you need parts, recommend additional work for the customer to approve, or ask for a follow-up visit. Each one lands with the office so the schedule and the paperwork stay honest.

When the work is done

Log your parts and time, capture the customer's signature when your company requires sign-off, and tap Complete job. Sign-off is required unless the company turned it off, or the job is internal fleet work. When it is required, the app holds completion until the signature is captured.

If the visit is a preventive-maintenance check, it runs through readings, photos, and pass/fail items instead — see Complete a preventive maintenance inspection.

Reference

A visit moves through assigned → en route → arrived → in progress → completed. Other status values (jobs, invoices, field requests) are in Status & domain values.