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Not able to cancel Work Task


Userlevel 1
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Hello

My Work Assignment is in Waiting at Location Status, i need to cancel the work task. not able to cancel it, after deleting the Work task clocking. if i change to incomplete work Assignment also no result. is there any way to cancel work task which is in work assignment status as Waiting at Location Status.

Its in 23R2.

 

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Best answer by Alexander Heinze 16 May 2024, 11:11

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Userlevel 7
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Here’s what I did:

  • Web: Send to mobile
  • MWO: Accept, Start Travel, Waiting at Location

At this time the travel clocking was completed and the work clocking was started.

  • MWO: Cancel: not possible

This makes sense as clockings exist, in particular the work clocking. I think Incomplete would make sense here. However, if you still wanted to cancel, I continued:

  • Web: Clock Out (on the Assignment)

This finishes the work clocking. Now I can delete both the travel and the work clocking.

  • MWO: Cancel (Assignment)
  • Web: Cancel Task

Again, keep in mind that with this approach the tech’s travel won’t be available for any invoicing.

Userlevel 5
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Hi,

Technician cannot cancel the Work Task from mobile. Technician can only cancel the Work Assignment from mobile (provided that no work task clocking has been created) if that was not the service he wanted to do. Then someone in the backend (service admin) should cancel the task.

Thanks

Sampath   

Userlevel 7
Badge +19

I tested this in 24R1. Task Assignment=”Waiting at location”. Completed and deleted the clocking. Then used Reject (prior to 24R1 this was “Cancel”), my assignment was cancelled and I was able to cancel the task (in web client). Similar to what Sampath suggested.

Are you using work orders or requests? What happens if you “Incomplete”?

Userlevel 7
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Hi @Raviprasadprem  Could you check the documented prerequisites for Cancel WT for your data?

 

Userlevel 1
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Hello Mayura,

Thanks for your Prompt reply… 

After going through your points mentioned… My Work Task dose not come under above category to cancel the work task.. so any work around can be provided for my scenario …

My scenario is Mobile technician after reaching to customer location, finds that this work task is not related to services he attended for, which he wants to service and this to be cancelled.

 

 

Userlevel 7
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@skullk  - Do you have any thoughts, please add. 

Userlevel 1
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Hello Alex,

 

Its Work Orders not the requests.

when i Incomplete the Assignment, work task wasn’t allowing to cancel, it says assignment should be in state cancel. accepted or Assigned.  

Userlevel 7
Badge +19

Did you try to cancel the assignment or the task? And using which client - web or MWO? 

Userlevel 1
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When i try to cancel from MWO, it says clocking exists. checked to delete clocking's shows only one record, not able to delete the clocking.

when i try to cancel from client, error as its transferred to mobile.

 

Userlevel 5
Badge +10

Work Assignment cannot be set to cancelled when clocking exist. That means some work has already been reported (travel time) against the work assignment so it cannot be cancelled. In that case, if the service work cannot be proceeded any longer, work assignment should be set to Incomplete as you also have done. When the work assignment is in Incomplete, the Task cannot be set to Cancel as some work has been already recorded against the task. So this is the standard behavior. 

If you had kept auto time capturing disabled, you would have cancelled the work assignment from mobile as clocking is not generated. Or you have to delete clocking before cancelling the work assignment. @Alexander Heinze were you able to delete both the travel clocking and the work clocking (without an end time)?

Userlevel 1
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Hello 

I can only delete the Clocking out transactions not the clocking In.

Can i know the where the options auto time capturing is disabled ?

Userlevel 5
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You have to create a workflow configuration with auto time switched off.

 

Userlevel 1
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As the Business Process is to capture Auto Time report. i cannot proceed with disabling now.

My problem is when i select Clocking IN travel transaction, delete is not highlighting. 

Userlevel 5
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I think it is correct. It shouldn’t be possible to delete a Clock IN record. Otherwise when the Clock OUT transaction comes from an execution client, it fails as there is nothing to be clocked out.

Userlevel 1
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Thanks for your valuable inputs … thanks a lot

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