Create Service Reports in the Field Service Mobile App

To allow app users to preview and create service reports, make the following configurations.

Create a Service Report in the App

To create a service report in the app, navigate to a service appointment, work order, or work order line item. Tap the action icon, then tap Create Service Report. If the service report template includes a signature section, you’re prompted to Sign & Confirm. If there isn’t a signature section, only a Confirm option appears.

In Android, the Create Service Report action appears on the Service Reports card. If a work order already has a service report, users can edit the existing report, but can’t create additional reports.

A service report is translated in the language selected in the Service Report Language field on the associated work order. If that field is blank, the report uses the default language of the person generating the report. To add languages, from Setup, in the Quick Find box, enter Translation Language Settings, and select it. Click Edit next to the desired language, then click Active. To add a user as a translator for the language, select them from the available list and click Add, then save your changes.

Create a Service Report Offline

Mobile workers can create service report previews while offline. For the iOS app, you can disable offline service report generation.

1. From Setup, enter Connected Apps in the Quick Find box, then select Connected Apps.
2. Click Salesforce Field Service for iOS.
3. In the Custom Attributes list, click New.
4. Set the Attribute key to DISABLE_SERVICE_REPORT_PREVIEW_IOS.
5. Set the Attribute value to "true". Be sure to include the quotation marks.

Limitations

• Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this order:
  • The work order template
  • The work type template
  • The standard template
• Service report previews have these limitations:
  • Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device is online.
  • The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews can be out of date. This limitation applies to online and offline service report previews.
  • If a reference field exceeds the maximum priming depth of 2, it isn’t populated.
  • Formula field values can be inaccurate in a preview because they aren’t dynamically calculated.
  • Roll-up summary fields are blank.
  • Related lists behave differently in mobile previews.
    • The order of records in related lists can differ between the preview and the printed report.
    • If a service report template includes a related list, the list populates only if it's on the page layout of the record that the service report is being generated for.
    • On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout to appear on the preview.
  • These elements aren’t visible:
    • Cases related list
    • Headers and footers
    • Organization fields
    • Certain data fields
    • Images in rich text fields on a service report template or service appointment, work order, or work order line item page layout
• The Digital Signature object Place field isn’t supported.
• Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of text fields, standard fields, and custom fields.
• A service report language pick list shows all supported languages, not only the active ones.
• Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when the service report is generated.
• The signature image doesn’t appear when mobile workers create multiple service reports offline from the same record on the Field Service mobile app.
• When mobile workers collect signatures on a service report from the Service Appointment object, the Client Signature button shows only on the Service Appointment overview. When mobile workers collect a signature for a service report from the service appointment’s Action screen, the Client Signature button shows as “Default Signature.”
• Custom validation isn't supported when Lightning Data Service is enabled. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder.
• Service reports that fail to generate don't succeed when retried. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder.
• Users with Community licenses must be granted permission to access service report previews on the Field Service mobile app.