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.
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
- 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.
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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 asset tags, your client should enable this scan method for you 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.
Validating an Asset
To make sure you are going to service the right asset, you need to validate it.
- Scan the asset that you are supposed to service or search for it manually.
- Once the app finds the match, review the asset details, and tap Validate Asset.
Switch between the two tabs below to learn what scenarios are possible after you tap Validate Asset.
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.
Error: The scanned asset doesn’t match the asset on the work order
Tap Update Work Order. The asset on the work order updates to the asset you’ve just scanned.
You can validate the asset now.
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.
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.
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.
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.
The technician locates the work order and sees that the asset validation is required.
The technician taps Log Time and selects the activity type.
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.
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.
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.
- 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.
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.
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.
- Tap Tell us why to specify why you are unable to scan an asset.
- Select a reason, for example, there is a problem with your scanner, then tap Save.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.
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.
You can continue working on this service request via SC Provider.
