Overview
Tasks are individual work activities within a work order. While a work order represents the overall job (such as “Install new HVAC system”), tasks break that job into specific, manageable steps like “Remove old unit”, “Install new unit”, “Test system”, and “Train customer”.Tasks allow you to divide complex work orders into smaller pieces, assign different technicians to different parts, and track progress at a granular level.
When to Use Tasks
Use tasks when:- Work orders involve multiple distinct activities
- Different technicians need to work on different parts of the job
- You need to track progress of individual steps
- Complex jobs require better planning and coordination
- Equipment servicing needs detailed asset-specific tracking
Tasks Interface
The Tasks list shows all tasks across your organization, grouped by work order. Each task displays:| Field | Description |
|---|---|
| Name | Task description and associated customer/location |
| Status | Current task status (Open, Assigned, In Progress, Completed, etc.) |
| From | Scheduled start date and time |
| To | Scheduled end date and time |
| Work Order | Parent work order this task belongs to |
| Technician | Assigned technician(s) for this task |
Filtering Tasks
Use the filters to find specific tasks:- Status Filter: Show only tasks with specific statuses
- Date Range: Filter by scheduled date
- Technician: See tasks assigned to specific technicians
- Work Order: View all tasks for a specific work order
- Customer: Find tasks for a particular customer
Task Statuses
Tasks progress through several statuses during their lifecycle:| Status | Description | What It Means |
|---|---|---|
| Open | Newly created | Task exists but hasn’t been assigned yet |
| Assigned | Technician assigned | Scheduled and ready for the assigned technician |
| Accepted | Technician confirmed | Technician has acknowledged and accepted the task |
| In Progress | Work started | Technician is actively working on this task |
| Paused | Temporarily stopped | Waiting for parts, approval, or other dependencies |
| Completed | Work finished | Task has been successfully completed |
Status Workflow
Technicians update task status from their mobile app or web portal as they work. Real-time status updates help dispatchers monitor progress and identify delays.
Viewing Task Details
Click on any task in the list to view complete details:Task Information
- Task Description: What work needs to be done
- Work Order: Parent work order and customer information
- Scheduled Times: Start and end date/time
- Priority: Task priority level
- Status: Current task status
Resources
- Assigned Technicians: Who will perform the work
- Parts: Materials needed for this task
- Tools: Equipment required
- Vehicles: Service vehicles assigned
- Assets: Customer equipment being serviced
Documentation
- Work Reports: Detailed reports of work performed
- Attachments: Photos, documents, and files
- Notes: Internal notes and observations
- History: Complete change history and audit trail
Creating Tasks
Tasks are typically created from work orders:Task Assignment Options
Single Technician:- Assign one technician for individual accountability
- Best for most standard service tasks
- Clear ownership and responsibility
- Assign a team to work together
- Useful for large or complex tasks
- Requires coordination between team members
- Create task without assignment
- Appears in dispatcher’s unassigned queue
- Assign later based on availability and skills
Managing Task Resources
Parts and Materials
Add specific parts needed for each task:- Search and select from inventory
- Specify quantities required
- Reserve parts to ensure availability
- Track usage and consumption
Tools and Equipment
Assign specialized tools or equipment:- Company-owned equipment (lifts, generators, etc.)
- Specialized diagnostic tools
- Rental equipment
- Ensure availability before scheduling
Customer Assets
Link tasks to specific customer equipment:- Track which assets are being serviced
- View asset history and previous service
- Document asset-specific work
- Maintain complete service records
Task Line Items
For tasks involving multiple pieces of equipment or assets, you can create Task Line Items. Each line item represents work on a specific asset.When to Use Line Items
- Maintenance tasks covering multiple assets (e.g., “Inspect 10 rooftop units”)
- Each asset needs individual documentation
- Per-asset billing or reporting required
- Quality control checklists for each piece of equipment
Line Item Features
Asset-Specific Tracking
Asset-Specific Tracking
Each line item links to a specific customer asset, allowing you to track work performed, parts used, and findings for each piece of equipment individually.
Individual Checklists
Individual Checklists
Attach quality control checklists to each line item. Ensure consistent service procedures across all assets and technicians.
Before/After Photos
Before/After Photos
Upload before and after photos for each asset serviced. Provides proof of work and evidence of conditions found.
Per-Asset Reporting
Per-Asset Reporting
Document findings and work performed for each asset separately. Creates detailed service history for every piece of equipment.
Best Practices
Break Down Complex Work
Break Down Complex Work
Don’t create single-task work orders for complex jobs. Multiple tasks improve scheduling flexibility, resource allocation, and progress tracking.
Use Descriptive Task Names
Use Descriptive Task Names
Write clear, specific task descriptions. “Install HVAC unit in conference room” is better than “HVAC work”. Include equipment models and specific locations.
Set Realistic Time Estimates
Set Realistic Time Estimates
Account for travel time, setup, actual work, and cleanup. Add buffer time for unexpected issues. Under-estimating causes scheduling conflicts.
Assign Appropriate Skills
Assign Appropriate Skills
Match technician expertise to task requirements. Electrical tasks need electricians, plumbing tasks need plumbers. Check certifications and specializations.
Update Status Promptly
Update Status Promptly
Encourage technicians to update task status in real-time. Current status information helps dispatchers make informed decisions and respond to delays.
Reserve Parts in Advance
Reserve Parts in Advance
Assign and reserve required parts when creating tasks. Prevents parts shortages and ensures materials are available when technicians need them.
Document Thoroughly
Document Thoroughly
Add notes, upload photos, and complete work reports. Good documentation prevents disputes, supports billing, and helps with future service.
Review Task History
Review Task History
Analyze completed tasks to improve estimates and planning. Learn from what worked and what didn’t. Identify problematic patterns.
Common Questions
Do all work orders need tasks?
Do all work orders need tasks?
No. Simple work orders with a single activity can go without separate tasks. Use tasks when work is complex, involves multiple steps, or requires multiple technicians.
Can tasks span multiple days?
Can tasks span multiple days?
Yes. Set the task start date on one day and end date on another. Multi-day tasks are common for large installations or projects requiring multiple visits.
Can I reassign a task to a different technician?
Can I reassign a task to a different technician?
Yes. Open the task, edit the assigned technician field, and save. The new technician will see it in their schedule. Notify both technicians of the change.
What happens if a task isn't completed on time?
What happens if a task isn't completed on time?
The task shows as overdue. Dispatchers can see overdue tasks and take action: reassign to another technician, add resources, adjust timeline, or reschedule.
Can multiple technicians work on the same task?
Can multiple technicians work on the same task?
Yes. Assign multiple technicians to one task for team-based work. Or create separate tasks and assign different technicians to each for parallel work.
How do I handle tasks waiting for parts?
How do I handle tasks waiting for parts?
Set the task status to “Paused” and add a note explaining you’re waiting for parts. When parts arrive, change status to “Assigned” or “In Progress” to resume work.
Can I create tasks from templates?
Can I create tasks from templates?
Yes. Many common service procedures can be saved as task templates. Using templates speeds up work order creation and ensures consistency across jobs.
What if a technician completes work but forgets to update status?
What if a technician completes work but forgets to update status?
Dispatchers or managers can manually update task status based on technician reports. Consider implementing mobile app reminders or requiring status updates.
Related Documentation
Work Orders
Understanding work orders and overall job management
Dispatcher
Scheduling and assigning tasks visually
Resource Dispatcher
Technician-focused task assignment and scheduling
Work Order Wizard
Creating work orders with tasks step-by-step