Scanning Assets
The ability to scan asset tags in the SC Provider mobile app comes in especially handy when you need to:
- Add an asset to an existing work order
- Update an asset on a work order
- Create a new service request and associate it with an asset
- Validate the work order assigned to you is associated with the right asset
- Check that the asset location captured in the database matches the asset actual location
Scanning an Asset Tag
According to the asset scanning purpose you pursue — whether you add an asset or create a work order, the Scan button appears on the corresponding screen within the ServiceChannel Provider mobile app.
- Tap Scan. Your camera opens, and you can scan either the QR or the NFC code on the asset.
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.
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.
NFC Capabilities of Your Device
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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.
- Most Android phones natively have NFC capabilities.
To scan NFC tags, make sure you have the NFC scan method activated by your client in Service Automation.
- Tap Scan, and select Scan NFC Tag.
Approach your device to the NFC tag on the asset.
If the asset tag is successfully scanned, the app searches for the match and shows you the details of the asset found.
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.
- Try to re-scan an asset tag.
If the issue persists, tap Unable to Scan, select a reason, and hit Save.
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.
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.
Scanning an Asset Upon Creating a Work Order
As an in-house technician who is empowered to create service requests via the ServiceChannel Provider mobile app, you can associate your new work order with an asset. Upon creating a work order, you can either scan an asset tag on the required asset or search for it manually.
- Tap Create on the work orders list. The list of locations opens.
- Pick the desired location. You land on the screen for creating a work order.
Add an asset to your work order either by scanning the asset tag or searching for the asset manually.
Once the app finds the matching asset, you can view the asset details to double-check you’re associating your work order with the correct asset.
Tap Confirm Asset on the asset details screen.
To successfully confirm the asset, make sure the asset location matches the location of the work order. Otherwise, you get an error message.
When the asset is successfully confirmed, you are redirected back to the Create Work Order screen, with the asset details at the top. Based on the subscriber’s issue list configuration, the area, problem type, and asset type may get automatically populated.
Should you have any doubts about the attached asset, you can tap the three dots icon next to the asset details and re-scan the asset or search for it manually. You can also remove the associated asset and continue creating your work order without an asset.
Make sure the Area, Problem Type, Asset Type, and Problem Code fields are filled out, and hit Next.
- (When applicable) Check for duplicates and recalls to avoid submitting multiple service requests for the same problem.
- Tap Cancel WO if the required work order already exists, and you don’t need to submit another one. The WO creation process stops here.
- Tap Next if your work order is neither a duplicate nor a recall.
- (When applicable) On the Troubleshooting screen, describe the problem in the text box. If required, answer troubleshooting questions to provide a more detailed picture of the issue. When all the troubleshooting is done, tap Next.
- On the Add Note screen, enter your phone number, issue details, and your client phone number. Tap Add Attachment to attach a photo, video, or document that will serve as an evidence of the issue. When ready, tap Next to move on.
- On the confirmation screen, review the work order information, and edit it if necessary. Then, tap Confirm / Create WO.
The confirmation message pops up showing you the tracking number and status of the created work order. Tap Close to exit the pop-up window. You are redirected to the work orders list.