FAQ and Troubleshooting
Installation and Upgrades FAQ
There is a new OS update. Should I upgrade my device?
OS updates often cause functional issues with applications, including our ServiceMax applications. When any new OS update or release becomes available, we recommend you not to upgrade until we have validated existing applications and issued application updates if necessary. This is to ensure that any such update will not disrupt your organization and your field service operations.
How can I determine the server versions that my app version is compatible with?
The app version on your device will be compatible with the corresponding release’s server package Go app. You can refer to the System Requirements section of the book in the Online Help.
Why is there a new app for every release?
ServiceMax releases new apps for every major release. This is to ensure that any new major release of the Field Service App is compatible with your configuration and will continue to work seamlessly with new releases to the Online (server-side) software. This also provides you with the choice of when to upgrade, try the new app on your sandbox, and the ability to switch back to a prior release if necessary.
Sync FAQ
When is an App Reset recommended and when is a Config Sync required? Should a Config Sync always be followed by a Data Sync?
App Reset is to be used if you face any unrecoverable error and have to recover all the data and configuration from the server. This is the same as initial sync and you will lose any yet-to-be synced data in the Go App.
If any new Record Type is created for a work order or work detail, it will not be reflected in the client application after Config sync and requires a reset of the application.
Config sync is to be used to get any configuration data such as objects, fields, SFM transactions, SFM searches, SFM wizards, Checklists, and so on from online, or to get any sync errors resolved. Configuration sync preserves the synchronized and yet-to-be synchronized data. However, it is a good practice to do data sync before configuration sync.
Data sync is not mandatory immediately after every config sync. It is required only if the configuration changes include data model updates to any downloaded objects or the addition of any new objects to Download/Advanced Download Criteria. However, it is a good practice to do data sync immediately after config sync.
There are some changes to objects and fields such as new fields, new picklist values, and some new objects. Which sync should I perform?
When there are changes to objects/ fields that are a part of the Go app data cube (data to be downloaded to the app), then you need to perform a Configuration Sync to download the metadata changes. This will download the objects and fields definition and the related SFM process/searches to the ServiceMax Field Service App. After successful completion of Configuration Sync, you need to perform Data Sync to download the records/values for these new objects/fields. This data sync will download only values of the records that were modified after the previous data sync. To download all the values of the new object/fields, Reset the application.
When are child records automatically downloaded?
When a parent record is associated with an event and the event is downloaded to the mobile app, the child records are automatically downloaded, if the mobile user has access to the child object. Attachment records (details about the attached file) are downloaded if there is an Advanced Download Criteria configuration to download them. The actual attached files can be downloaded on demand from the view screen of the parent record if it includes the attachments tab.
When you download a parent record on demand from Explore screen by tapping the download icon, child records are automatically downloaded, except for attachments. When Advanced Get Price is enabled (group configuration setting SET009 = True), during initial sync, incremental sync, and Download On Demand of any Work Order record, the following records are automatically downloaded:
1. Service/Maintenance History, Service/Maintenance Contract, and Product Warranty records related to the following work orders if they are entitled:
◦ Work orders related to events
◦ Work orders downloaded through Download Criteria configuration
2. Child records of all the Service/Maintenance Contract records downloaded, limited to this object list:
◦ Included Services, Pricing Rule
◦ Parts Pricing, Parts Discount
◦ Labor Pricing, Expense Pricing
◦ Travel Policy, Mileage Tier, Zone Pricing
3. Price Book records based on Download Criteria. If Price Book is not included in the Download Criteria, all existing Price Books will be downloaded automatically.
4. Price Book Entry records for each downloaded Price Book record are also fetched automatically. They are limited to Product records that are downloaded, and in the currencies of the work orders downloaded.
5. Service Pricebook records based on Download Criteria. If Service Pricebook is not included in the Download Criteria, all existing Service Pricebooks will be downloaded automatically.
6. Service Pricebook Entry records for each downloaded Service Pricebook record are also fetched automatically. They are limited to the Activity Type referenced in the following Work Detail records:
◦ Work details related to events, if any
◦ Work details which are child records of event-related work orders
◦ Work details downloaded through Download Criteria configuration
7. The above Service Pricebook Entry records are downloaded for the set of currencies referred to in the parent work orders of the above work details, for each active Service Pricebook
8. Product Warranty records related to the following Installed Product records:
◦ Installed Product records downloaded through Download Criteria configuration
◦ Installed Product records downloaded through Advanced Download Criteria configuration (for instance, Installed Product records at Work Order Location – this is for location-based price calculation)
Why are some of the sync options disabled?
This happens because of ongoing sync. All other sync options will be enabled once the sync completes.
How to limit the number of Pricebooks downloaded to Go?
Create an SFM and SFW on the Pricebook object. Go to the Download criteria tab under Mobile Configuration and configure the number of pricebook entries to be downloaded during sync.
Events FAQ
How to display Work Order Number/event subject in Calendar instead of Account Name?
The information displayed on an event in the Go app is based on the setting value configured by your administrator. To have the same information displayed in the event subject for a work order event scheduled from DC, add the Subject field's API name as the value in the setting . For SET005 you can add {Subject}, and for SET006 you can add {Name}.
Session Management FAQ
Why does the Salesforce session not appear to ever time out on the Go app?
The Salesforce session does time out. However, whenever the session times out, the app internally uses oAuth refresh token automatically, to get a new session from the server. This is more secure than logging in each time when the session expires. Logging in each time will send actual username/password to server over the network, making it more vulnerable than when passing tokens. Tokens can be invalidated by administrator if found misused.
Attachments FAQ
Can a downloaded attachment be deleted only from the device to free up some space?
Yes, you can do a local delete by following these sequence of steps:
1. Invoke the Action menu item to edit the record in which you want to delete attachment(s).
2. Click the hamburger icon for the attachment to be deleted.
3. Tap the Delete option. Confirm deletion.
4. Tap Cancel for the invoked Action.
This deletes the selected attachment(s) only locally. If required, you can download any of these items from the server before data sync.
Can I print the attachments in offline mode?
Yes, you can print attachments in offline mode.
How to upload photos and videos on mobile devices?
To upload photos and videos on mobile devices, the Go App should have permission to access photos and microphone/camera on the mobile devices. You can give permissions from the Settings > Go screen on iOS devices and the Settings > Applications > Application manager > Go screen on Android devices.
Entering Data FAQ
Can I use the voice command option to enter information in the Go app?
You can use the mobile device's voice-to-text capability to provide inputs to text fields in the Go app. For example, you can use this option to enter text in the subject or description fields. However, you cannot use the voice commands to select an item from a picklist.
In the edit mode for a text field, tap to enter data and then tap the microphone icon on the device's keyboard. Speak what you want to type. When done, your spoken words will be appended to the existing contents of the text field based on where the cursor is placed.
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Voice to text works on the iPad only when there is network connectivity.
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Maps FAQ
Is latitude/longitude or address used for plotting daily route map and driving directions from current location to work order location?
The Latitude/Longitude field values in the corresponding work order are considered to plot any routes. In absence of Latitude/Longitude values, the Service Location field values (Street, City, State, Country, and Zip) are considered for plotting daily route map from the current location to the work order location.
For plotting home address, ensure that the technician's Salesforce record is associated with a Technician/Equipment record. Also, the corresponding Technician/Equipment record should have valid values in address fields (Street, City, State, Country, and Zip).
Time Zone FAQ
What time zone is used in the output document when a technician is in a different location?
Output document generated will use the time zone set on your device.
Field Inventory FAQ
When I click the Parts tab, why do I get the following error message?” Please contact your ServiceMax administrator to access Stock details and Spare Parts Catalog.”
When SET001 is set to True and the field inventory configuration is not available for group profile, on accessing the My Stock tab or the Catalog tab on the Parts screen, the error message is displayed.
Custom Code Snippet FAQ
Will $db.get fetch local records from any record?
Yes, $db.get will fetch local records from all records under any object.
What should i do when the snippet configured on an “On change” event is not executed?
OR
What should Ido when the SFM page on which the snippet is executed, is not responding?
Verify the following:
• Check if you have selected the Snippet Version as 1.0 during code snippet creation.
• Check the syntax for the JavaScript.
• Check if you have used proper Salesforce API names for object and fields.
• Check if the object and fields used in the snippet are available in the client database.
Can I include a filter condition that checks for NULL operation?
Null or Is Not Null operators are not supported, but you can include filter condition for NULL operation using the = operator and "Blank" as right operand field/value.
Issue Report and Feedback FAQ
Why is the Issue Report option not available in Actions?
Ensure you have correct permission set on objects and the Installed Product field is available in the current record.
Why am I getting a No Data error after selecting the Issue Report option?
It is because there is no Installed Product values available in the header or child record. You can fetch the values using the master detail relationship.
Why am I getting an Unable to create Incident Report alert due to Local records?
Ensure that the source record and the Installed Product value do not contain any local values. You can run a data sync and then repeat again.
Why are the uploaded attachments not displayed as Attachment when the GBL37 setting is turned off?
The Service Tip records are uploaded as Salesforce files without considering the GBL37 settings.
MAS Troubleshooting
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Issue
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Workaround
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An error message Cannot find module SQLite is displayed when you set up the environment with the sample project.
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The location of SQLite3 is different on Mac and Windows. Check your configuration and steps in the README.md file and run the following command: run npm rebuild
• On Mac: Remove SQLite3 from the node_ modules and then run the following command: run npm install SQLite3. SQLite3 location is node_modules/sqlite3/lib/binding/node-v72-darwin-x64.
• On Windows: Remove SQLite3 from the node_ modules and then run the following command: run npm install SQLite3. SQLite3 location is node_modules/sqlite3/lib/binding/node-v72-win32-x64.
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