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The asset scanning and validation solution empowers you to scan assets via the ServiceChannel Provider mobile app to prove that you are in front of the right asset — the one associated with the location for which the work order was created.

Once an asset tag is scanned, the app validates whether the asset on the work order has the same asset tag as the scanned asset.

This allows your clients to ensure that service costs are associated with the correct asset as well as track the condition of asset tags, confirming that they are present and read without issues. If tags are missing or damaged, your clients may consider retagging your assets.



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title⦿ How to Scan an Asset
  1. Tap Scan. Your camera opens, and you can scan either the QR or the NFC code on the asset.

Screen displaying asset scanning methods that you can use to scan an asset tagImage Removed

Info

The scanning method depends on your subscriber’s preference configured on the Asset Rules page in Asset Manager. If both scanning methods are allowed, opt for the preferable method. When only one method is enabled, your camera opens right away without giving you an option to choose the method.

Switch between the two tabs below to learn what scenarios are possible after you scan an asset tag.

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Rw tab
titlea. ✅ Asset is successfully scanned

The app searches for the match and displays the found asset. Based on your purpose of scanning the asset tag, you see the corresponding button that allows you to take the required action on the asset, for example, to add the asset to the WO

Whether you are required to validate the assets upon checking into a work order depends on your client's asset scanning and validation preferences.

Scanning and Validating Assets in SC Provider

When a work order has an associated asset, you may be required to scan and validate the asset upon check-in. 

Scanning an Asset

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Asset details screenImage Removed

Rw tab
titleb. ❌ Asset isn't scanned

When scanning fails, the app shows you the following error. There may be a problem with your scanner or asset tag. Read Troubleshooting a Scanning Error below to learn how to resolve the issue.

Error that appears if scanning failsImage Removed

Scanning an NFC Asset Tag

If your mobile device is natively capable of reading Near Field Communication (NFC) tags, you can search for and validate assets by scanning their NFC tags. Once you’ve scanned an NFC tag, you get the information on the associated asset. It allows you to make sure you are in front of the equipment that needs to be repaired or replaced per the created work order.

Since NFC operates over just a few inches, you should hold your mobile device close to the asset tag.

How to scan an NFC tagImage Removed

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iOS iconImage Removed

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  • Only the newest iPhones have NFC enabled natively: XS, XS Max, XR, 11, 11 Pro, iPhone SE (2nd generation).
  • Your device should run iOS 11 or later.
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  • Most Android phones natively have NFC capabilities.

To scan NFC asset tags, your client should enable this scan method for you in Service Automation.

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title⦿ How to Scan an NFC Asset Tag
  • Tap Scan, and select Scan NFC Tag.

    • Approach your device to the NFC tag on the asset.

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    Selecting a scanning methodImage Removed

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    Scanning an NFC tagImage Removed

    (tick) If the asset tag is successfully scanned, the app searches for the match and shows you the details of the asset found.

    (error) In case you get an error upon scanning, read Troubleshooting a Scanning Error.

    Troubleshooting a Scanning Error

    There are a few reasons that may stand behind the scanning error, for example, the asset tag you are trying to scan is damaged, or there is an issue with the scanner on your device.

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    title⦿ Resolution
  • Try to re-scan an asset tag. 

    • If the issue persists, tap Unable to Scan, select a reason, and hit Save.

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    Error that appears if scanning failsImage Removed

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    Selecting a reason for being unable to scan an asset tagImage Removed

  • Tap the search icon 🔍 in the upper-right corner, and look for the required asset manually. You can enter the asset tag ID, type, brand, or serial number in the search field.

    • Once the asset is found, tap the asset. The asset details page opens.

    Info

    The button at the bottom of the asset details screen corresponds to your purpose of searching for the asset. In the screenshot below, the Add Asset button permits you to add the asset to an existing work order. Note that when you need to update the asset on the WO or validate the asset upon check-in, you will see the corresponding button.

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    Searching for the asset manuallyImage Removed

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    Asset details screenImage Removed

    Validating an Asset

    To make sure you are going to service the right asset, you need to validate it.

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    title⦿ How to Validate an Asset
    1. Scan the asset that you are supposed to service or search for it manually.Screen for validating an asset Image Removed
    2. Once the app finds the match, review the asset details, and tap Validate Asset.
      Asset details screenImage Removed

    Switch between the two tabs below to learn what scenarios are possible after you tap Validate Asset.

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    Rw tab
    titlea. ✅ Asset is successfully validated

    Once the asset is successfully validated, the corresponding record appears on the work order, and you can continue working on this service request via SC Provider.

    WO list view showing the the asset on the WO is validatedImage Removed

    Rw tab
    titleb. ❌ Asset validation fails

    If the app cannot validate the asset you’ve scanned or found manually, read Troubleshooting Validation Errors below to resolve the issue.

    Error that appears when asset validation failsImage Removed

    Troubleshooting Validation Errors

    To validate that the asset you are about to service corresponds to the asset linked to the service request, the app checks the following two things: 

    • Does the asset tag match the asset associated with the work order?
    • Does the location of the asset correspond to the location of the asset on the work order? 

    Should the answer be “No” to either of these questions, the validation fails, and you receive a corresponding error message.

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    Error that appears when asset validation failsImage Removed

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    Error: The scanned asset doesn’t match the asset on the work order

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    title⦿ Resolution

    Tap Update Work Order. The asset on the work order updates to the asset you’ve just scanned.

    You can validate the asset now.

    Note

    The option to change assets on work orders is enabled for providers on the Asset Rules page in Asset Manager. Should this option be turned off, no asset change is possible. The asset cannot be validated in this case.

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    Error: The location of the scanned asset doesn’t match the work order location

    A situation when you face this error may be as follows: you clock into a work order, try to add an asset by scanning the asset tag on the asset that is broken. The app finds the asset and prompts you to validate it. Upon validation, it turns out the location of this asset in the database doesn’t match the location on the work order.

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    title⦿ Resolution

    Tap Update Asset Location. The location of the asset in the database updates to the asset location on the work order.

    You can validate the asset now.

    Note

    The ability to update the asset location is enabled by the subscriber on the Asset Rules page in Asset Manager. Should this option be turned off, no asset location change is possible. The asset cannot be validated in this case.

    Checking In with the Asset Validation Required

    The following scheme describes the check-in process when the asset validation is required.

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    The technician locates the work order and sees that the asset validation is required.

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    The technician taps Log Time and selects the activity type.

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    The technician is clocked in and should validate the asset to proceed.

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    WO with an associated asset that requires validationImage Removed

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    In-house tech tap Log Time to start working on the assigned service requestImage Removed

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    Upon checking in, the in-house tech is prompted to validate the asset to proceedImage Removed

    Validating an Asset with the Forced Validation Enabled

    When it comes to the asset validation process, several scenarios are possible based on the asset validation rules configured by your client in Service Automation. The following instruction describes the situation when the Forced Validation type is enabled, and a technician has just checked into a work order with an associated asset.

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    title⦿ How to Validate an Asset with the Forced Validation Enabled
    Tap Scan on the Validate Asset screen, and scan either the barcode or the NFC code. The scanning method depends on the subscriber’s preference configured on the Asset Rules page.
    If you cannot scan an asset tag, tap Tell us why, and select a reason for being unable to scan, for example, there is a problem with your scanner, then tap Save. Now, you can manually search for the required asset.
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    Selecting a reason for being unable to scan an asset tagImage Removed

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    Searching for an asset to validate itImage Removed

    When no match is found, the process stops here. No changes can be made to this work order.
    In case the matching asset is found, review the asset details, and tap Validate Asset.
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    Asset found manually on the screen for searching assetsImage Removed

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    Asset details screen where the technician can tap Validate to validate the assetImage Removed

    If the asset is successfully validated, a record will be added to the WO list view stating that the asset is validated. You can edit and update this service request now.
    Asset Validated record that gets added to the WO unsafe-once the asset is validatedImage Removed

    If the asset is found, but the validation fails, you cannot update any information on this WO. Nor can you stop logging the activity time.

    Skipping the Asset Validation

    You may be required to validate assets on work orders but still have an option to skip the validation process if the validation isn’t possible for some reason. The reasons may be that you cannot scan the asset tag, nor can you manually find the asset.

    Note

    The ability to work on the service request without validating the asset when it’s required depends on your client’s preference set on the Asset Rules page of Asset Manager.

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    title⦿ How to Skip the Asset Validation upon Check-In
  • Tap Tell us why to specify why you are unable to scan an asset.
    Screen for validating an asset on the WOImage Removed
  • Select a reason, for example, there is a problem with your scanner, then tap Save.
    Selecting a reason for being unable to scan an asset tagImage Removed    Now, you can manually search for the required asset.

  • Tap the search icon 🔍 in the upper-right corner, and search for the asset by asset tag ID, type, brand, or serial number.

    • If no matching results are found, tap Unable to Validate, and select a reason.

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    Searching for the asset manually to validate the assetImage Removed

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    Selecting a reason for being unable to validate the assetImage Removed

  • Hit Save. The Asset Not Validated overlay pops up informing you that the asset validation is required.

    • In the overlay, tap Exit Validation to skip the validation process. A record is added to the work order stating that the asset cannot be validated.

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    Overlay where you can tap the Exit Validation button and skip the validation processImage Removed

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    WO list view showing that the asset validation is skipped though the validation is requiredImage Removed

    You can continue working on this service request via SC Provider.




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