Site Visit Tasks & Verification

Checklists, signatures, deliverables, and required steps technicians complete on site

Site visit tasks are a per-visit checklist — things the technician must confirm, answer, sign, upload, or email before the visit is truly done. Tasks appear on the visit's Tasks tab, on the check-out form, and (when configured) are seeded automatically when you create a ticket.

Where you set up tasks

• New ticket — each site visit card on the unified New Ticket form has a Tasks section. System Check Into Service Envoy Visit and Check Out of Service Envoy Visit are added automatically (shown read-only).

• Client default tasks — on the client record, Defaults and Requirements → Default Required Tasks. Every site visit on every new ticket for that client inherits these, whatever lane it's on (after the system check-in/check-out). A blank site visit added later with Add Site Visit picks them up too, except a default Fill out PDF or Join Meeting — each needs a PDF or link for that visit, so add those on its Tasks tab.

• Per visit — open the site visit → Tasks tab → add or edit tasks while the visit is still open (not yet submitted for approval).

• Add / copy visit — when you add another visit or copy an existing one, you can carry tasks forward and edit them before saving. A copy never carries Join Meeting or Parts Pickup / Parts Drop Off tasks — those belong to the original visit.

Who does what. The company that owns the site visit sets up its tasks — adding, rewording, deleting, reordering and marking them required. The assigned technician completes them on site (answers, signatures, photos, files) but can't change the task list itself.

Task types

The type dropdown is sectioned Before the Visit, During the Visit and After the Visit by each type's usual timing, alphabetised within each section, and you can type to search it.

• Checkbox — simple done / not-done confirmation.

• Task to Complete — same control as a checkbox; use when the label describes an action ("Install patch panel label").

• Question / Answer — technician types a short answer (saved on the task).

• Signature — opens the signature pad; saved as a deliverable file.

• File Upload — technician uploads a photo or file to Deliverables.

• Photo Required — like File Upload, but images only. On the check-out form the primary button is Take Photo, which opens the camera; an Upload Photo option accepts an image already on the device.

• Fill out PDF — opens the in-app PDF editor against a template you attached to the visit (work order or supporting doc). The task can't be saved without its PDF — pick one or upload it when you add the task. A default Fill out PDF task on a client is added only by the New Ticket form, which asks for the PDF; site visits added any other way skip it, so add it on the visit's Tasks tab with its PDF. See the Using the In-App PDF Editor article.

• 24-Hour Confirmation — technician confirms the visit in the 24-hour window before start; you are notified. Timing is always Before check in.

• Send Deliverables — technician must email deliverables to the client's closeout contact named on the task before check-out (when marked required). The task sends to that contact whichever company the technician works for, including Private Network and Tech Marketplace technicians. You pick the contact when you create the task.

• Parts Pickup — technician collects parts on the way to site. Carries the company, carrier, tracking number and pickup address, and gets its own 1-hour calendar block. Timing is always Before check in.

• Parts Drop Off — technician returns parts after the visit. Same details, and a 1-hour block after the visit ends. Timing is always After check out.

  Join Meeting — for a job that asks the technician to join a Teams, Zoom, Webex or Google Meet call. Paste the meeting invite, or just the link, when you add the task. The link is required: a site visit with a Join Meeting task but no link can't be saved until you add it (Add meeting link on the task) or delete the task. The technician sees a Join meeting button, the meeting ID and passcode (each with a copy button) and a dial-in number they can tap to call. The Join button opens 1 hour before the site visit's scheduled start, or any time if the site visit has no date. The technician ticks Mark as joined once checked in. The meeting details are also added to the site visit's calendar event, which keeps the site visit's own time. Join Meeting isn't offered when adding tasks to many site visits at once or in a project's task list, and copying a site visit never copies it — each site visit has its own meeting.

  Putting tasks in order. Within each group (Before the Visit, During the Visit, After the Visit), the office that owns the site visit can use the up and down arrows on a task to put the tasks in the order the technician should do them. The check-in and check-out steps stay where they are. A new Join Meeting task starts at the top of During the Visit, and any other new task goes to the end of its group; you can move either afterwards. Changing a task's timing moves it to the end of its new group. Once the site visit is submitted, the order is locked. The technician's task list, the client share page and the site visit PDF report all show the same order.

When tasks happen (timing)

Each task is grouped as Before the Visit, During the Visit, or After the Visit based on its timing relative to on-site check-in:

• Before check in — must be done before the technician checks in (includes 24-hour confirmation).

• While checked in — the usual on-site work, including signatures, file uploads, PDF fill, and Send Deliverables (default for that type).

• After check in — wrap-up that does not block check-out; a required After task has to be done before the site visit can be submitted for approval instead.

Most types let you choose the timing. 24-Hour Confirmation, Parts Pickup and Parts Drop Off are fixed — a pickup happens before the technician is on site and a drop off after they leave, and each one's calendar block is placed off the back of that. The form shows the fixed value instead of a dropdown.

When a task can be completed

Tasks are grouped by when they happen, and the app holds each group to its time:

• Before the Visit — available as soon as the site visit exists (the 24-Hour Confirmation opens 24 hours before the scheduled start).

• During the Visit and After the Visit — locked until the site visit has an on-site time. The technician's Check-In form records it; the office can also enter it on the Main tab. Until then these tasks show a lock and the reason.

• Check In With External Client — opens on the scheduled day at the site. Arriving early by arrangement is fine; the day before is not.

• Check Out With External Client — available once there is an on-site time.

These rules apply everywhere a task can be completed — the site visit's Tasks tab, the check-out page, and the PDF editor — and they are enforced by the server, so a task cannot be marked done early from any device. Un-ticking a task to correct a mistake is never held back by these rules.

Required tasks and check-out

When a Before or During the Visit task is marked Required, the technician cannot check out until it is complete. The Check Out button on the site visit (and the Check Out of Service Envoy Visit row on the Tasks tab) stays greyed out with a note saying how many required tasks are left, and on the dashboard the visit's button reads Finish Tasks and opens the Tasks tab instead. The check-out form's verification card and the server enforce the same rule. Required After the Visit tasks don't block check-out, and Check Out With External Client is done on the check-out form itself, on the way out.

If the site wasn't ready and the work couldn't happen, use the Site not ready? Check out as Site Not Ready link under the greyed-out button. It opens the check-out form with Site Not Ready already chosen, which waives the work tasks (see below).

Site Not Ready. When the technician checks out with the Outcome Site Not Ready, the work couldn't go ahead, so the visit's required work tasks (signatures, photos, forms) are waived. The 24-Hour Confirmation and checking in and out with the external client still count. See Site Visits & Check-In/Out.

Check Into Service Envoy Visit and Check Out of Service Envoy Visit are system tasks: check-in completes when the technician submits the check-in form; check-out completes on check-out submit. They record the technician's on-site and off-site times — the check-in counts toward their on-time metrics and ratings, and the check-out is needed to finish the visit. They are always required and cannot be deleted.

Check In With External Client and Check Out With External Client are a second pair of system tasks: the technician reports to the client that they have arrived, and later that they are leaving — by calling the number on the task or by marking it done by hand. They are separate from the Service Envoy check-in and check-out: ticking them does not record an on-site time. Both are on by default for every visit; when you create the ticket you can remove either one for a visit where it doesn't apply.

They are also skipped automatically for an outside technician (Tech Marketplace or Private Network) when the client is set so that you handle that client yourself (Outside Technicians and This Client, on the client's Defaults and Requirements tab). That technician never sees the client's number or portal, so the steps don't apply to them. Your own employees still get both steps.

The technician sees the four steps in the order they do them. On arrival, Check In With External Client comes first, then Check Into Service Envoy Visit. On departure, Check Out With External Client comes first and Check Out of Service Envoy Visit is last. If the technician ticks the external client check-in before checking into Service Envoy, they're reminded that only the Service Envoy check-in records their on-site time, and can check into Service Envoy right there or mark the client check-in on its own.

Parts Pickup & Parts Drop Off

Use these when the technician has to collect parts on the way to site, or return them afterwards. Each one records the shipment and reserves an hour on the calendar, so the stop is visible to whoever is scheduling and the technician has the tracking number on their phone at the counter.

A visit can have one pickup and one drop off.

How the technician completes it

On the visit's Tasks tab, the technician ticks Mark as complete on the pickup or drop off once the stop is done — the same checkbox as any other checklist task. The shipment card stays visible for reference (company, carrier, tracking number, address). Because a pickup happens before the technician reaches the site, it's completable before check-in — it isn't held by the usual "most tasks unlock at check-in" rule.

What you fill in

• Company — who the technician is dealing with, e.g. "The UPS Store" or "XYZ Parts Depot". This appears in the calendar event title.

• Carrier — UPS, FedEx, DHL and so on. The list comes from Admin → Lookup Tables → Shipping Carrier. If your courier or freight line isn't listed, contact Service Envoy support to have it added.

• Tracking number — shown in the calendar event description, which is what the technician reads out at a will-call counter.

• Location — the pickup or drop-off address, entered the same way as any other address on the site.

• Billable to the client — see below.

• Notes for the technician — anything else they need ("ask for the will-call counter", "bring the RMA printout").

The calendar block

You do not set a time. The hour is taken from the site visit itself:

• Parts Pickup — a 1-hour block ending when the site visit starts. If the visit has drive time configured, the pickup sits before that too, so parts are collected before the technician sets off.

• Parts Drop Off — a 1-hour block starting when the site visit ends.

The block carries the parts address as its location — not the job site — so the technician navigates to the right place, and the carrier and tracking number are in the description. Because the time is derived, rescheduling the visit moves the stop with it; there is nothing to keep in sync by hand.

Billable stops

Leave Billable off and the stop is unpaid preparation: the technician collects the parts, then checks in at the site as usual.

Turn it on and the technician is paid for the stop and the travel around it. In practice that means they check in when they arrive at the parts location and stay checked in while driving to the site — so their on-site time spans the whole run. The same applies in reverse for a drop off: they stay checked in from the site until the drop off is done.

One consequence worth knowing: because check-in happens at the parts location, a billable pickup does not block the technician from checking in, even if it is marked Required. A non-billable pickup still does.

On a marketplace visit, those extra hours count toward the visit's rate limit. If a billable pickup and drop off would push a job past its cap, raise the funding on that visit.

After you save

The stop shows as a read-only card under the task — company, carrier, tracking number, address and notes. Use the pencil on the card to change it. Technicians see the same card and cannot edit it.

24-Hour Confirmation

Add a 24-Hour Confirmation task when you want the technician to acknowledge an upcoming site visit. The confirmation opens 24 hours before the scheduled start (in the site's local time), and when the technician confirms, you are notified automatically. A marketplace or Private Network technician who hasn't confirmed yet is reminded when the 24-hour window opens. Each site visit can have one 24-hour confirmation.

On a project or ticket you've shared with your own customer, a confirmed visit also shows a Tech 24 Hour Confirmation Submitted badge on the shared page, beside Assigned. It answers the question a customer actually has the day before: not just "is someone booked", but "has the technician said they're coming". The badge gives way to Tech Onsite the moment they check in.

Moving the date resets the confirmation

A confirmation is a promise about a particular day. If a schedule change request is accepted and the new start time is more than 24 hours away, the confirmation is cleared automatically: the task reopens, the badge disappears from the shared page, and the technician is asked to confirm again when the new 24-hour window opens.

Smaller moves are left alone. If the accepted change lands within 24 hours — pushing a 10:00 AM visit to 2:00 PM the same day, say — the confirmation still stands.

Removing the technician resets every task

When a technician is taken off a site visit — unassigned, backed out, marked a no-show and removed, or the visit is cancelled or re-opened — every task on the visit goes back to not done and the 24-hour confirmation is cleared. Their work was a promise or an act by that person, so the next technician starts from a clean checklist.

Either reset is recorded on the site visit's Activity tab, so it's clear why a task that was complete is outstanding again.

Send Deliverables — setup and on-site flow

Setup (dispatcher / client admin)

1. On the client, add a contact with department DELIVERABLES / CLOSEOUT and a valid email (Contacts tab).

2. Add a Send Deliverables task on the visit or as a default task for that client.

3. In the task row, choose the closeout contact from the dropdown (only DELIVERABLES / CLOSEOUT contacts with email appear).

4. Mark Required if the technician must email deliverables before checking out.

On site (technician)

1. Upload deliverable files (check-out form, Files tab, or a File Upload task).

2. On the Send Deliverables task row, select which files to include and click Email Deliverables. The recipient is pre-filled from the contact you linked. As soon as the email goes, the task shows Deliverables emailed to that address and counts as done.

3. When the email sends successfully, the task marks complete automatically and required check-out can proceed.

You can still use the general Email Deliverables action on the visit or check-out form for clients who accept email deliverables — the task type is for when you want that step required and tied to a specific closeout address.

Sending the same files twice. If the same files already went to the same person in the last 10 minutes, Service Envoy asks "These files were already emailed to … Send a second copy anyway?" before sending again, so a slow connection or a second tap doesn't email your customer twice. On the check-out form, the Email section shows Deliverables already emailed once the task has sent them.

FAQ

Why don't I see Send Deliverables in the type list?
It appears anywhere other selectable task types do (new ticket, default tasks, visit Tasks tab). If the contact picker is empty, add a DELIVERABLES / CLOSEOUT contact with an email on the client first.

Can I have more than one 24-hour confirmation?
No — one per visit.

Can I add a Parts Pickup to every visit in a project?
Yes — the project task menu offers Parts Pickup and Parts Drop Off. A bulk-added parts stop starts without shipment details: fill in the company, carrier, tracking number and address on each visit's parts card, and the 1-hour calendar block appears once you do. Each visit holds at most one pickup and one drop off. (Client default tasks still exclude parts stops — a default applies to every future visit for that client, which is too broad for a shipment.)

The carrier I use isn't in the list.
Contact Service Envoy support and we'll add it to the Shipping Carrier list.

My parts stop isn't on the calendar.
The block is derived from the site visit's schedule, so the visit needs a scheduled time. Marketplace visits get their calendar event when a technician is assigned.

Why is a task greyed out with a lock on it?
It is a During- or After-the-Visit task and the site visit has no on-site time yet. Check in (or have the office enter the on-site time on the Main tab) and it unlocks. Check In With External Client stays locked until the scheduled day at the site.

Tasks disappeared or won't edit.
After a visit is submitted for approval or reaches a billed/closed status, tasks lock. Re-open the visit if your role allows edits.