What to do when you can't complete a job

What to Do When You Can't Complete a Job

Sometimes, during an on-site visit, unforeseen conditions prevent completing a job as planned. It is important to accurately log these situations to ensure proper back-office follow-up and maintain clear communication about job status.

Logging an Incomplete Job

If you encounter an inaccessible Asset (for example, a locked room, broken equipment, or missing Asset), follow these steps to mark the job as unable to complete:

1. Open the job from your assigned visit; the execution form will open.
2. Tap the Unable to Complete button.
3. Select a predefined reason from the list (such as Asset inaccessible or Room locked) or enter a free-text note explaining the issue. Note that the free-text reason must be at least 3 characters long.
4. Optionally, attach a photograph to provide visual evidence of the obstruction.
5. Tap Submit to confirm. The job status will change to Unable to Complete.

Important: If you select the option The asset is not present at this location, the system tries to mark the Asset as missing. Should this secondary action fail, the job will still be skipped but the Asset status will remain unchanged. This is a known situation and will appear as a localized error message (jobDetail.skipJob.assetDeletionError) on mobile.

Skipping an Entire Visit

When the entire Location cannot be accessed or no work can be performed (e.g., access denied, Location unexpectedly closed, emergency situations, or assignee illness), you can skip the whole visit rather than individual jobs:

1. Open the Visit detail screen.
2. Tap Skip Visit.
3. Enter a reason for skipping the visit (minimum 3 characters).
4. Optionally attach photo evidence documenting why the visit was skipped.
5. Tap Skip Visit again to confirm.

This action will bulk-skip all incomplete jobs within the visit using the same reason. The visit status will update to Skipped and the visit will be flagged for rescheduling.

Note: Only visits with status Scheduled or In Progress can be skipped. Visits already Completed or Cancelled cannot be skipped. Completed jobs within the visit remain unchanged; only jobs that are pending, in-progress, or committed are skipped.

Completing the Visit After Handling Incomplete Jobs

Before leaving the Location, ensure the visit is signed off correctly:

1. Open the Visit summary and verify that all jobs are either completed, skipped, or marked unable to complete.
2. If any jobs remain pending, use the auto-skip option within the review modal to finalize their status.
3. Tap Complete Visit.
4. Proceed to the Sign Off tab.
5. Add your engineer signature by drawing it on the pad or alternatively check the confirmation checkbox. These options are mutually exclusive; selecting one clears the other.
6. Optionally, add completion notes summarizing any observations or issues encountered during the visit. Please note these notes are limited to 2000 characters and will be visible to back-office reviewers.
7. Tap Complete Visit again to finalize the sign-off. The visit status will change to Completed and job data will sync to the web.

Reminder: Signing off requires all jobs to be in a terminal state (completed, skipped, or unable to complete). Pending or in-progress jobs block completion until resolved.

Summary

Properly logging jobs that cannot be completed ensures timely back-office follow-up and keeps records accurate. Use the Unable to Complete function for individual jobs with documented reasons, or Skip Visit to handle situations where the entire Location is inaccessible. Finally, confirm visit completion and sign-off only when all jobs are resolved.