Scenario
Normally, when a Work Order (WO) is in Planned status and assigned to a technician, it should automatically appear under the Planned tab in the technician’s field service app.
If the technician logs in—or syncs their app if already logged in—the newly assigned WO is downloaded and displayed.
However, in some cases, a technician may not see a specific WO in the app, even after multiple sync attempts. This issue is often reported when the WO was created through an API integration and not directly in the portal
Cause
This issue occurs when the Work Order comes from an API and there is a company mismatch between the WO, the equipment, and the temporary link.
The Work order(WO) company, temporary link, and equipment company must all match for the app to download and display the WO. In these cases, the WO is created via API where the equipment belongs to a different company than the one linked to the work order(WO).
The app only downloads data for the company linked to the temporary link. Since the equipment belongs to another company, its data isn’t downloaded.
As a result, the job wasn't visible because the equipment was missing.
In short, the WO fails to appear because it was created by an API user with mismatched company information.
What the Engineering Team Can Do
Verify if the WO was created via API.
Check and ensure that the WO company, equipment company, and temporary link are the same.
If a mismatch is found, update it.
Once corrected, the app will download the missing equipment data, and the WO will appear on the technician’s list after syncing.
What You Should Do
If you come across such an incident or a client raises a ticket:
Escalate to the third-line support team.
Collect screenshots from the technician’s app. This makes it easier for the support team to understand and resolve the issue quickly.
Share all relevant details (WO number, technician name, company details, etc.) in the ticket.
Key Points to Remember
WO, temp link, and equipment must be under the same company for it to appear.
Mismatch in company details is usually the common cause
Third-line support handles fixes, so always escalate with clear evidence.