What to do when you can't complete a job

Use this article when you cannot complete a job during a visit. It explains how to record the reason, add evidence, and submit the job for back-office follow-up.

Note

Required role: Engineer

Mark a job as unable to complete

Use this procedure when an outlet or Asset cannot be accessed, the equipment is broken, or the Asset is not present.

1. Open the visit.
2. Tap the job's Asset or Room card.
3. Expand the job if it is folded.
4. Tap Can't complete. For a job that opens on its own screen, such as a timed flush job, tap Unable to Complete instead.
5. Enter at least three characters in Reason. This is free text; there is no fixed list.
6. Optionally add an Evidence photo (optional).
7. For an Asset-linked job, select The asset is not present at this location only if the Asset has really gone.
8. Tap Submit.

The job is recorded as skipped and shows Marked can't complete. The next open job on the card unfolds and the visit continues.

When the Asset is not present

The The asset is not present at this location option has different effects depending on the user's role:

• An Inspector or above deletes the Asset and its linked Control Schema activities. Completed jobs, recommendations, and cases are kept.
• An Engineer marks the Asset for deletion pending approval. Its activities are deleted when the approval is completed.

If the Asset update fails while online, the job is still skipped and the Asset is left unchanged. The warning is Job skipped, but failed to mark asset as missing. When working offline, the deletion waits behind the skipped job and runs when the device syncs.

Using Reopen Job afterwards restores only the job. It does not restore an Asset reported as not present.

Skip an entire visit

Use this option when the Location cannot be accessed, is unexpectedly closed, or the visit cannot proceed. This action is available in the web app.

1. On the web Visits page, select the visit.
2. In the visit detail sidebar footer, click Skip Visit.
3. Enter the required Reason for skipping.
4. Optionally attach Photo evidence (optional) by clicking Add Photo.
5. Confirm with Skip Visit.

Every still-open job is skipped. Jobs that are already closed keep their status, and the visit becomes Skipped with its reason recorded.

Skip Visit is available only while the visit is Scheduled or In Progress, and only when no job has been completed. If a job has already been completed, open the visit with Open visit and use Complete Visit instead. This skips the remaining open jobs and signs off the visit.

Skipping jobs one at a time does not close the visit; it only moves the visit to In Progress. If you recorded work on site but did not complete it, complete those jobs first if you want to keep their results.

What happens when you sign off with unfinished jobs

You can sign off a visit without completing every job. The JOB SUMMARY on the Sign Off tab shows the counts for Completed jobs, Unable to complete, and Not completed.

1. Tap Close Visit on the job list.
2. Draw the worker signature or tick the confirmation box. Drawing a signature clears the box, and ticking the box clears the signature.
3. When the confirmation lists the pending jobs, tap Sign off.

Pending jobs are skipped automatically and recorded for the back office. Automatic skips have an automatic reason, which distinguishes them from deliberate skips. Only visits that are Scheduled or In Progress can be signed off.

On the web app, select the visit from the Location's Visits tab and choose Complete Visit. Open jobs are skipped when you sign off. Add optional Notes (optional), then draw the worker's signature or tick the confirmation box before choosing Complete Visit.

If you lose connectivity

You can continue working offline. Job status changes, including skipping and reopening jobs, are saved on the device and sync when the connection returns. If marking an Asset as not present, the deletion waits behind the skipped job until the device syncs.

When the connection returns, allow queued changes and photos to upload. If a sync item fails, open the sync-status sheet and select Retry or Retry failed. A permanent client error shows Delete instead; deleting the change permanently discards it.