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22.5. Your Queue: Activities on the Phone
Review tickets, project and workflow tasks, schedule entries, and personal to-dos together, using mobile activity filters, badges, and groups.
A technician's day includes more than tickets. Before visiting Summit Charter School, use Activities to review the service request, the project task for the classroom rollout, and the reminder to collect spare equipment in one place.
This guide covers mobile app 1.6.1. Sign in with your internal account and connect to the server to refresh the queue or save changes. Access to an activity still depends on your access to its underlying record.
Read your mixed work queue
Open the menu and choose Activities. The starting filter is open work. Pull down to refresh before planning the next visit, then tap an activity to open the supported detail view.
Figure 1: Type labels, ticket and client context, and status badges distinguish different kinds of work in the same queue.
| Activity | What opening it does |
|---|---|
| Ticket | Opens ticket detail for comments, checklist work, status changes, and time. |
| Project task | Opens a read-only task view with description, project/phase, status, due date, and assignment. |
| Workflow task | Opens the task and its available claim and completion actions. |
| Schedule | Opens the linked ticket or opportunity, an editable personal to-do, or Schedule, depending on what the entry represents. |
| Personal to-do | Appears as ad-hoc schedule work and opens Edit to-do. |
| Time entry | Can appear in the list, but has no dedicated detail action from Activities. Use Time Entries to review logged time. |
Cards show a type icon and label, the activity title, and available context such as the ticket number, client, due date, or assignment. Status and priority badges describe that record. A Scheduled or Overdue badge on a calendar entry is not a ticket status change.
Filter the day's work
Enter a term in Search activities and use the search control. For a quick pass, select Overdue or Due today. Open Filters for the full choices.
| Filter | Choices and use |
|---|---|
| Status | Open, Closed, or All. Switch to All when checking whether completed work is missing only because it is closed. |
| Types | Ticket, Project task, Schedule, Workflow task, and Time entry. Select the kinds of work you want to review. Personal to-dos are part of schedule work. |
| Priority | Available after selecting only Ticket or only Project task, because these have their own priority definitions. |
| Due date | Any due date, Overdue, Due today, or Due this week. |
| Sort by | Smart, Priority, Due date, Title, Status, or Type, with Ascending or Descending order. |
Tap View results to return to the queue. Filter chips show active choices and can be removed individually. Use Clear all to return to the default filter choices. Search text is separate, so clear it too when investigating an empty result.
Priority filtering and priority grouping require a single supported type. If you change from tickets to a mixed list, the app clears the previous priority selection. For a school visit, start with all due work, then select Ticket alone when triaging ticket priorities.
Group work without losing the context
In Filters > Group by, choose None, Type, Status, Due date, or My groups. Priority is available for the single-type scope described above. Due-date groups separate overdue work, today's work, later work, and records with no due date.
Collapse a group after reviewing it, then open the next one. Group counts help you see what remains in that section of the queue; they do not mark work complete.
My groups uses your saved groups from the web app. You can also select it directly above the activity list. Hold a card to drag it between these groups. After moving it, check that the change saves; if the app reports a save failure, refresh before trying again. Use the web app to set up the group structure your team uses.
Add and complete a personal to-do
- Tap the + action to open New to-do.
- Enter Title, such as “Collect spare access points for Summit Charter School,” and optional Notes.
- Choose Date (optional). Use Set a time when the reminder needs Start and End times.
- Tap Save.
- Open the saved activity to use Edit to-do, Mark done, or Mark not done. Delete asks for confirmation before removing it.
Use a personal to-do for your own reminder. If the work needs ticket ownership, client communication, or billable service history, keep that work on the ticket and use the to-do only as a reminder to act.
Complete workflow work and review project tasks
Open a workflow task to read its description, due date, and assigned roles. Use Claim task when it needs to be claimed, complete the supported fields in Complete task, and tap Submit. Release task returns a claimed task when you need to hand it back.
Some workflow forms require the web app. When the detail view says Finish in the web app, use Complete in web app. A task's presence in Activities does not mean every form can be completed on the phone.
Project tasks are read-only on mobile. Use their detail to understand the assignment, then make project-task changes in the web app.
Check the queue after the visit
Refresh Activities after closing tickets, completing workflow tasks, or marking to-dos done. Review overdue work and records without a due date before treating an empty Due today view as a cleared workload. If the list says it is showing the first results, narrow the search or filters.
For the ticket work behind an activity, see 22.2. Work Tickets from the Phone. For logged work, see 22.4. Track Time with the Timer and Time Entries.