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Your experience of creating service requests in ServiceChannel Mobile becomes way more effective with the asset scanning capability. When you need to have a broken asset fixed, you can start creating your service request by scanning a QR code, barcode, or NFC tag on the faulty asset. The scanning ability helps you to achieve two things at a time:

  • Streamline the process of creating a work order. Once you’ve scanned an asset, the app searches for the corresponding asset in the Asset Manager database. If the match is found, you see relevant information on the asset and can associate it with a work order. Like your assistant, the app automatically fills out certain fields on the work order creation form with the information that corresponds to the scanned asset. Thus, with a proper issue list setup in place, you have less manual work to do.

  • Verify that the asset you’ve scanned exists in the Asset Manager database, and the information on the asset is correct.

Enabling Asset Scanning for SC Mobile

Asset scanning for the ServiceChannel Mobile app can be configured in Service Automation.

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title⦿ How to Enable Asset Scanning for SC Mobile

  1. Navigate to the Administration section of Asset Manager.

  2. Switch to the Asset Rules tab. That’s the place where asset scanning and validation rules live.

  3. Select the preferred scanning method under Scan Method.

  4. (Optional) Pick Yes under Allow an SC Mobile user to change assets on work orders.

  5. Hit Save to apply the settings.

Asset scanning and validation rules on the Asset Rules page of Asset Manager

Creating a Work Order with the Asset Scanning Capability

See a step-by-step instruction on how to scan an asset to create a new service request.

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title⦿ How to Scan an Asset Upon Creating a Work Order

  1. Tap New WO on the work orders list.

  2. Select the location you want to submit a work order for. You land on the Create WO screen.
    Creating a work order in SC Mobile

  3. Specify which asset needs to be serviced by scanning an asset tag. If you are unable to scan, search for the asset manually.

    Rw ui tabs macro

    Rw tab
    titleScan an asset

    1. Tap Scan, and select the scanning method. Based on your settings, the following methods may be available:

    • NFC tag

    • QR code / barcode
      Selecting the scanning method

      Info

      If only one of these methods is enabled, you don’t have to select anything — the required method gets automatically launched.


    2. Approach your device to the asset tag to scan.

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    (tick) Asset is successfully scanned.

    You see the asset details screen.


    Column
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    (error) Asset match isn’t found.

    Try to re-scan the asset tag. If that doesn’t work, search for the asset manually.



    Section


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    Asset is successfully scanned and the asset details are displayed


    Column
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    App couldn't find the match, and you get an error message


    Rw tab
    titleSearch for an asset

    1. Tap Search for Asset. You see a list of assets available at the location.

    Section


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    Clicking the link to manually search for the required asset


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    List of assets to select the required one and add it to your new work order


    To quickly find the required asset, enter an asset Tag ID, Type, Brand, or Serial Number in the search box.

    2. Once the desired asset is found, tap it to open the Asset Details screen.


  4. On the asset details screen, tap Add Asset to associate the asset with the work order you are creating. The asset details appear on the WO creation form.

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    Asset details screen


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    Asset details that populate on the WO creation form once you associate your WO with the asset



  5. Fill out the Area, Problem Type, Asset Type, and Problem Code. Then, tap Next to proceed.

    Info

    Some of these fields may get automatically filled out once you add an asset — if you have a proper issue list setup.


  6. If applicable, check for duplicates and recalls.

  7. If applicable, on the Troubleshooting screen, fully describe the problem in the text box so the service provider is as knowledgeable about your request as possible. Depending on your setup, you may also need to answer troubleshooting questions. When ready, tap Next.
    Entering a complete problem description on the Troubleshooting screen

  8. Enter your phone number and detailed description of the required service. If necessary, add an attachment to your work order. Tap Next.
    Entering the phone number and other details

  9. Review and edit the provided information on the Create WO screen if required. When ready, tap Confirm / Create WO to dispatch your service request to the provider.

Your work order is created with an associated asset and dispatched to the provider.

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