I’m currently working on a customer requirement which goes like this: they want to be able to interrupt a job as follows: 

• technician starts job but then calls in sick and job cannot be completed by the same technician, so a new allocation for the remaining work should be done by PSO
• technician needs to leave current allocation for a more urgent job and the started job should either be rescheduled to the same technician, or allocated to a new technician 

additional context: client is not using MWO but their own mobile solution where they have the options of pausing/completing a job; they use IFS Cloud (NGSM Service Requests) as middleware between SAP & PSO. 

I tried two different approaches to fulfill their requirelents but I had no concrete outcome:

As I tried to correlate their pause button in the mobile app with a potential trigger of incompletion status on PSO side, but then I realized that after changing the Work Assignment status to “Incomplete” in IFS Cloud, there no Follow-on job for the remaining work gets generated, even tough a remaining time to complettion is specified before marking the assignment as incomplete, so everything blocks and the job cannot be rescheduled or at least I don’t know how. 

I also tried to correlate their completed button in the mobile app with a potential trigger for marking the assignment as “Completed” in IFS Cloud earlier than the expected time of finishing the job (job marked as completed after 30min instead of 4h allocated time) and this lead to the generation of a Follow-on job for that task (2nd visit), but that job only being scheduled/rescheduled to the same person who started it. 

Does someone have any idea how we can assign/reassign the rest of the work to be performed after marking a job as incomplete in Cloud or if it is possible to assign follow-on jobs to a different technician? 

Thank you very much in advance.