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View and Complete Work Plans on the Field Service Mobile App
Front-line workers can use the Field Service mobile app to view and complete work plans. Using the Work Plans tab, they can complete assignments quickly and accurately.
Required Editions
| Available in: Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To view and update work plans: | Read and Update permissions on the work plans object |
| To run flows associated with work steps: | Run Flows permission or the Flow User field enabled on the user detail page |
The Work Plans tab displays all the work plans associated with a work order and its related work order line items.
Note If a work order doesn’t have related work plans, the Work Plans tab is hidden.
- On the home screen of the Field Service app, tap a service appointment.
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To view the work plans associated with your work order and all its related work order line
items, tap the Work Plans tab. If the tab doesn’t show right away, pull down to refresh the
work order page.
Work plans associated with a work order are grouped and displayed first on the Work Plans tab. Work plans associated with work order line items are grouped by their parent work order line item and displayed at the bottom of the Work Plans tab. The work order line item ID is displayed in the work plan header.Note You can view the work plans and work steps associated with a work order and its work order line items using the work order’s Related tab. You can also view work plans related to work order line items from the Work Plans tab on the work order line item’s page.
- Expand a work plan to view its details and its associated work steps.
- On the work plan, view the progress of the work plan on the progress ring. The progress ring is updated based on the real-time progress of the work plan.
- To edit or view the details of a work plan, tap the overflow menu of the work plan.
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On the work step, view the status of a step on the step’s status icon. You can also view
different fields associated with the step.
Note If more than one field is displayed for a work step and the text in the first field is long, the second field doesn’t display.
- To view the details page of a work step, tap the name of the step. Here, you can find the description and other information related to the step.
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To edit the information on the work step detail page, tap the overflow menu of a work step,
and select Edit Work Step. From the overflow menu, you can also mark a
step Not Applicable or Complete.
Note If you don’t have permission to edit a work plan, a lock icon
is
displayed for all its associated work steps. The lock icon indicates that you can view these
steps but you can’t update the status or other fields on the step. -
To mark a work step’s status completed, tap the gray circle next to the work step name, or
select Complete on the work step’s overflow menu.
If the step is a simple instruction such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a quick action or a field service mobile flow, selecting Complete starts it.Note If a step includes a quick action or flow, an action icon
is displayed next to the status icon. The action icon indicates
that an action or flow starts after tapping Complete. If a step’s quick
action or flow fails to load, an error icon 
is displayed next to the status icon.When a flow or quick action is completed, we change the status of the work step to Complete. Completed work steps remain on the work plan record. To let mobile workers manually override work step autocompletion, from Setup, go to Work Plans. Select Manually update a work steps status when flows are launched. Work steps default to autocomplete when this setting isn’t selected.Note Tapping a completed work step relaunches the quick action or flow associated with that step. Tapping a completed work step with no associated quick action or flow resets the status of that step to New. -
You can set different statuses to a work step by tapping the overflow menu of the step and
selecting Edit Work Step.
Note To edit a work step, turn on Enable Full Edit on Records under Field Service Mobile Settings.On the Status section of the details page, select the relevant status, and tap Save.
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