Issue/Symptom/Question

We have an employee who no longer works here that has (2) existing Work Orders on his device. When we try to change the status of the Work Order, we receive the following error message:

"This assignment is assigned/in process, and the technician is a mobile service user; therefore, only the technician can change the status."

How do I change the status of a Work Order that is sitting on a technician's device? 

Applies To

PENTA for Windows

Service Management > Work Order Information > Work Orders

System Management > Security > Define Users

Resolution/Fix/Answer

1) System Management > Security > Define Users.

2) Query the User ID of the technician assigned to the Work Order.

3) Click on the "Mobile" tab.

4) Set "Mobile Field Service User (Y/N)" to "N".

NOTE: The technician will be logged off Mobile Field Service (MFS) once this update is completed. Resetting the flag to "Y" will enable to tech to log back into MFS.

5) Close the window to save your changes.

6) Service Management > Work Order Information > Work Orders.

7) Query the Work Order.

8) Click the "Edit" button next to the Work Order's status.

9) Click "..." next to "New Status" and change the status of the Work Order to "Work Complete" or, another "unassigned" status.

10) Click "OK" to save your changes - The Work Order will now be removed from the technician's device. 

11) Set "Mobile Field Service User (Y/N)" back to "Y" so the Technician can log back in and continue working on tickets.