What a field engineer does on a ticket, on the phone, including with no signal.

1. 1

   Receive the job

   Preventive jobs arrive when a schedule batch is approved — you get an email and a push notification. Fault jobs arrive when NOC assigns one to you. Both appear in My Jobs in the field app.

2. 2

   Acknowledge before you start

   Open the ticket and use Acknowledge — start work. This tells NOC the job is picked up. A ticket can only be acknowledged once it has been assigned to you.

3. 3

   Work offline if you have no signal

   Keep working. Comments and photos captured without coverage are held on the phone and sent when you are back in signal. If something sends twice because the connection dropped, the system recognises it and keeps one copy rather than duplicating your work.

4. 4

   Resolve with real detail

   Use Mark Resolved. The resolution note must be at least 20 characters — describe what you actually did, because NOC closes the ticket from this and the next engineer reads it. You can attach up to four photos.

5. 5

   Hand back to NOC

   Resolving moves the ticket to Pending Closure and notifies NOC. It does not close it. NOC reviews your notes and photos, records the issue owner and closes it. If they need more from you, they will comment on the ticket.