Asset App

• 1. What is this module about
  • 1.1 Asset App backend
  • 1.2 Forms
    • 1.2.1 Default work order form
    • 1.2.2 Custom forms
    • 1.2.3 Forms synced to Asset
    • 1.2.4 Select form in corrective- and preventive work orders
  • 1.3 Forward to Asset App
    • 1.3.1 Workflow
    • 1.3.2 Cancel/reschedule/retract work order after forwarding
    • 1.3.3 Resend work order individual or in bulk
    • 1.3.4 Retry fetching submission

1. What is this module about

The Asset App allows field technicians to handle work orders that are forwarded from Asset directly on their mobile devices. Field technicians do not need to log in to Asset and can view all relevant work order details within the Asset App.

Task lists can be updated while the technician is online, and individual work orders can continue to be handled while offline. In contrast, accessing Asset itself always requires an active internet connection, which may not be available in all situations.

1.1 Asset App backend

The Asset App backend can be accessed via: Spacewell Asset App backend. In the Asset App backend the Asset App users, forms and PDF can be created and managed.

Using the 'Forms' menu, available forms can be managed and new forms can be created.

Through ‘Account’ → ‘Users’, administrators can create both admin users and mobile app users. Users who will work with the Asset App must be created in both the Asset App backend and in Asset, and the email address must match in both systems.

1.2 Forms

1.2.1 Default work order form

The default work order form is available to all customers who start using the Asset App. It is currently available in English, Dutch, German, and French.

Fields on the default form are mapped to the corresponding work order fields in Asset to ensure that values are synchronized correctly in both directions. The field-mapping configuration is described in the configuration guide.

1.2.2 Custom forms

Customers can extend the default form by adding custom fields that are not included in the standard configuration. Custom forms are created by copying the default form in the Asset App backend and then adding the required fields.

Copying the default work order form ensures that all standard work order fields are included and that the form continues to synchronize correctly.

When building custom forms in the Asset app backend, it is important to include relevant work order fields—such as subject, description, related objects, and the option to assign the work order back to the planner or service desk. These elements are typically present in the default work order form. Without them, important information and options related to the work order may be missing for the contractor.

To avoid this, make sure to copy the default form and then add any additional fields or options on top of this copy. These additional fields can be filled in by the contractor in the Asset app and can also be included in the PDF that is automatically stored in Asset after completing the dispatch.

New (custom) forms created in the Asset App backend, are automatically synced to Asset every 4 hours. Only the name and form ID is synced to Asset to be able to select the applicable form in the work order.

Custom form fields are not synchronized back to specific work order fields in Asset. However, they can be included in the PDF that is automatically generated when the work is completed and the task is submitted in the Asset App. This PDF is synchronized to Asset and automatically attached to the work order.

1.2.3 Forms synced to Asset

The forms created in the Asset App backend are synced to Asset every 4 hours. These forms can be found via ‘Module settings' → ‘Integrations’ tab → 'Asset App’ tab:

When a form (version) is archived in the Asset App backend, the corresponding form in Asset is automatically closed during the synchronization that runs every four hours. In addition to this periodic process, forms in Asset can also be closed manually if needed.

Manually closing a form in Asset allows the form to remain active in the Asset App backend so that existing work orders linked to the form can continue to sync, while preventing the form from being selected for new work orders in Asset.

1.2.4 Select form in corrective- and preventive work orders

When a corrective work order is created from a request, the default form (as defined in the Asset App API Connector) is automatically assigned to the work order. The work order planner can optionally replace this default form with a more specific, custom form for that particular work order.

When the work order is forwarded to the field technician, the selected form is used to generated the task in the Asset App for that work order.

For preventive maintenance, the appropriate form can be selected in the template work order of the maintenance schedule. For more information on preventive maintenance work orders and maintenance schedules, refer to the Preventive maintenance work orders module.

Each preventive maintenance work order generated from a maintenance schedule inherits the default form defined in the template work order. Before the preventive work order is forwarded, the form can still be changed if required.

1.3 Forward to Asset App

1.3.1 Workflow

Forwarding a work order from Asset to the Asset App is handled through the workflow and only occurs when applicable. Customers can configure which contractors receive work orders via the Asset App and which receive them through other channels, such as email notifications or task assignments in Asset.

This behavior is determined by the configuration in Asset. For example, internal contractors may work with the Asset App, while external contractors may handle work orders directly in Asset or receive work order details by email only.

Contractors who handle work orders via the Asset App must be linked to the Asset App API Connector, as described in the configuration guide and the API Connector documentation.

When forwarding a work order to a contractor in the Asset App, the start date and time cannot be set in the past. If the planner attempts to forward a work order with a past start date or time, an error message is shown and the start date and time must be adjusted.

When a work order is forwarded from Asset, the Asset App Dispatch ID field is updated to confirm that the task has been successfully forwarded and created in the Asset App. The Asset App Dispatch ID is available on the Technical details tab of the work order for administrators.

The Asset App Dispatch ID can have different values:

• Empty → the work order has not (yet) been forwarded to the Asset App
• Pending → the work order has been forwarded to the Asset App, but the dispatch has not yet been successfully created
• Reschedule → the field technician could not handle the task in the Asset App and marked the work order to be rescheduled
• 47900702→ the work order has been successfully forwarded and created in the Asset App

1.3.2 Cancel/reschedule/retract work order after forwarding

Work orders that have already been forwarded to the Asset App can be retracted, rescheduled, or cancelled from Asset. This is typically done when the work order contains incorrect or incomplete information, or when it needs to be rescheduled or reassigned.

When a work order is retracted/rescheduled/canceled in Asset, the corresponding dispatch is removed from the Asset App and the assigned internal contractor receives a notification. After the necessary changes have been made to the work order in Asset, the work order can be forwarded to the Asset App again. A new dispatch is then created in the Asset App, allowing the internal contractor to access the updated work order information.

1.3.3 Resend work order individual or in bulk

If a work order has been forwarded to the Asset App but the Asset App Dispatch ID remains set to ‘Pending’, this indicates that the dispatch was not successfully created. Under normal circumstances, the status changes from ‘Pending’ to the actual Dispatch ID within a few seconds. If it remains ‘Pending’, the dispatch has failed.

In this situation, the work order can be resent. When the status remains ‘Pending’, a ‘Resend work order to Asset App’ button becomes available on the Technical details tab.

In cases of downtime, misconfiguration, or other issues where multiple work orders were not successfully dispatched to the Asset App, the work orders can be resent in bulk. Using report 'Work orders forwarded to Asset App without Dispatch ID' (REP-479), work orders with a Pending status can be selected and resent to the Asset App with a single action.

1.3.4 Retry fetching submission

When an internal contractor submits a dispatch in the Asset App while the integration is temporarily unavailable or down, the submission cannot be synchronized to Asset. As a result, the work order in Asset remains in the ‘Work in progress’ status, giving the impression that the work has not yet been completed.

To resolve this situation, Asset provides the option to retry retrieving the submission from the Asset App. By selecting ‘Retry fetch submission from Asset App’ on the ‘Technical details’ tab of the work order, Asset attempts to retrieve the completed dispatch and synchronize it again.

If the retry is successful, the work order is updated accordingly. This includes updating the work order status, the 'Resolution' field, and the 'Work order document' with the information submitted by the internal contractor.

The ‘Retry fetch submission from Asset App' button is only displayed when a 'Dispatch ID' is set and the 'Work order document’ field is still empty. This indicates that the work order has been dispatched, but no submission has yet been synchronized to Asset.

As a result, the button is also visible when the dispatch has not yet been submitted by the internal contractor. If the button is used before a submission is available, the retry request cannot retrieve any data and an error is logged in the Integration Platform, as shown in the screenshot below.