Hi,
We sometimes have some troubles because of multiple orders still on the mobile phone, whereas they are resolved. The reason is that technicians don’t always click on the “remove” button (see screenshot).
Order doesn’t appear anymore in standard view but still appears crossed out in calendar view.
I wonder if there is any way to ensure order are really removed from mobile when order is completly resolved ?
ALLIANCE 15.1 Mobile version 15.4.2.0
Best answer by Reid Gilbert
What mobile build number are you experiencing the blank screen issue on? Try upgrading to V15.4.2.0 and see if that resolves the problem (we had another customer report a similar issue back on V15.4.0.0 and it was fixed). For a workaround in the meantime there is the Exclude from Mobile toggle you can flip in the back-end application Service Order module “Assign/Dispatch” tab...that will automatically pull the order from the mobile device.
+15Hi Laurence,
Technicians need to check the Remove checkbox to get the order removed from the Work List module, so check if there is any filtering enabled on the Work List screen (maybe it’s still there but just being filtered by a particular status). If they resolve the order but un-check the remove checkbox they should be required to create a follow up activity at that time (assuming they’re exiting out of the order via the right-arrow icon on the last page of the Completion wizard). Here’s how it looks on my environment:
So if that’s not working properly let’s log a support ticket for this issue and send me the URL/user/pwd/profile combination for a mobile user and a back-end user so we can dig into it further.
Thanks,
Reid
Hi Reid,
Thank you, checking the remove checkbox works perfectly, but it is only mandatory when the stop code is “resolved” to be able to move onto another work order.
In this particular case, the stop code is “incomplete” or “not resolved”, so a new activity is created, and usually assigned to another technician. In this case, the work order is still on the mobile because they often forget to check the remove checkbox. This is why I’m looking for a workaround. Indeed, we’ve find out that when too many work orders are remaining on the mobile, there is an issue that prevents display of any work order on the standard view (appears empty). We need then to switch to calendar view to see work orders.
Thank you
Laurence
+15What mobile build number are you experiencing the blank screen issue on? Try upgrading to V15.4.2.0 and see if that resolves the problem (we had another customer report a similar issue back on V15.4.0.0 and it was fixed). For a workaround in the meantime there is the Exclude from Mobile toggle you can flip in the back-end application Service Order module “Assign/Dispatch” tab...that will automatically pull the order from the mobile device.
Hi Reid,
We’ve upgraded to Mobile version 15.4.2.0 recently, but I must admit this issue was encountered potentially before the upgrade. Let’s wait and see...thank you
Laurence
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