Request a Booking Update from Fieldworkers

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Request a Booking Update from Fieldworkers in OctopusPro

Field‑service operations live on timely status updates. When a job reaches its scheduled finish without a final outcome, OctopusPro’s Request Update workflow chases it automatically—sending a push notification to the fieldworker app and, if enabled, a pre‑filled email listing the bookings that still need an update. This dual‑channel approach shortens update cycles, reduces miscommunication, and speeds billing.

To trigger these nudges automatically, enable Auto‑Switch Status to “Awaiting Update” After Scheduled End in Booking Settings. The system flips the job to Awaiting Update the moment the scheduled end time passes and prompts the assigned fieldworker to submit the result. Pair this with the Fieldworker Follow‑Up Reminder – Update Booking automation to email a daily (or multi‑daily) digest at your chosen times.

Fieldworkers can still update bookings that are in Awaiting Update even if general edit permissions are restricted—so you get the update without widening access. Every reminder and response is time‑stamped for audit in the booking history and the Automations / Scheduled Tasks Log.

Why timely reminders matter

  • Faster billing — Invoices flow only after jobs are marked Completed; automated nudges close that gap.
  • Real‑time visibility — Dispatch can reallocate resources or inform customers sooner when outstanding jobs are surfaced immediately.
  • Audit & compliance — Every send and update is logged with who/when/what for full traceability.

What this guide covers

  • Automatic status flag + push prompt: Auto‑Switch Status to “Awaiting Update” After Scheduled End.
  • Scheduled email reminders: Fieldworker Follow‑Up Reminder – Update Booking automation, timing, and template editing.
  • On‑demand manual requests from any booking, plus how fieldworkers respond and how to audit the results.

What “Awaiting Update” means

A booking sits in Awaiting Update when its scheduled end time has passed and the assigned fieldworker hasn’t submitted a final status (e.g., Completed, In Progress, Missed, Cancelled) or supplied the missing details (photos, notes, times, amounts). Jobs in this state are safe to chase and won’t disturb customers; they simply need the fieldworker to confirm the outcome or reschedule.

How the workflow works (at a glance)

  1. Trigger – A booking enters Awaiting Update (manually or automatically).
  2. Notifications – OctopusPro can send:
    • A push notification to the fieldworker app, opening the booking and prompting for the outcome.
    • A branded email listing the outstanding bookings with quick “Edit/Update” actions.
  3. Fieldworker action – The fieldworker selects the correct status, adds notes/photos, and (if needed) proposes a new date/time.
  4. Back‑office updates – The booking timeline, reports, payroll, and invoicing queues update instantly. If the job is marked Completed, your invoice/approval automations can take over.
  5. Audit trail – Every reminder and response is time‑stamped in the booking History and the Automations / Scheduled Tasks Log.

Push notifications appear even if the fieldworker’s app is running in the background. If the device is offline, the alert is queued and delivered once connectivity returns.

Option A — Auto‑switch to Awaiting Update + push prompt (recommended)

Use this when you want the system to catch every job whose end time passes without a final outcome.

Path: Settings → General Settings → Booking Settings
Toggle: Auto‑Switch Status to “Awaiting Update” After Scheduled End

What it does

  • When the scheduled End time elapses and no final status has been recorded, OctopusPro automatically switches the booking to Awaiting Update.
  • The assigned fieldworker receives a push notification in the mobile app prompting them to record the result, reschedule, or provide a reason for a miss.
  • This is ideal for high‑volume operations (HVAC, cleaning, pest control, maintenance) where crews handle many daily visits and admin teams can’t chase each item manually.

Tips

  • Make sure fieldworkers have notifications enabled on their devices.
  • Combine with Option B (email reminders) for maximum coverage, especially when crews finish late or work offline.

Option B — Schedule email reminders to fieldworkers

Use this to send a daily (or multiple times per day) digest of all bookings still marked Awaiting Update for each fieldworker.

Path: Settings → Communications → Automations

Enable Fieldworker Follow‑Up Reminder – Update Booking.

Key settings

  • Frequency & time – e.g., run every day at 18:00 after most visits have finished. You can run more than once per day for late shifts.
  • Recipients – Only fieldworkers who have bookings in Awaiting Update will receive the email.
  • Template – Uses the Awaiting Update Booking Reminder email template (editable).

What the email contains

  • A table of each fieldworker’s outstanding bookings: booking number, service, address, start/end times, current status, and an Edit link for quick updates.

Edit the reminder templates

Path: Settings → Communications → Templates & Canned Responses → Emails

  • Open Awaiting Update Booking Reminder (Email) to change the subject, wording, layout, or branding.
  • Use dynamic placeholders to merge details. Common fields include:
    • {fieldworker_first_name}
    • {company_name} / {company_phone} / {company_web}
    • {awaiting_update_bookings_list} – renders the table of outstanding bookings for that fieldworker
    • {booking_reference}, {booking_start}, {booking_end}, {booking_address} (when sending single‑booking messages)
  • Preview before saving, and keep a copy of your custom HTML if you ever revert to default.

Sample email – Awaiting Update Booking Reminder

Subject: Action Required: Update Your Awaiting Bookings in {company_name}

Option C — Send a manual “Request Update” from a booking

From any booking in Awaiting Update, you can manually trigger the request:

  1. Open the booking.
  2. Click the email icon next to the assigned fieldworker (or use Message Assigned Fieldworker).

  3. Choose the Awaiting Update email/SMS template.

  4. Review and Send.

This fires immediately in addition to any scheduled automations.

Fieldworker experience

  • Push notification opens the booking in the app.
  • The app shows the Update Status prompt. The fieldworker can:
    • Set Completed / In Progress / Missed / Cancelled.
    • Add notes, photos, time entries.
    • Reschedule by proposing a new slot (if Fieldworker Reschedule Assist is enabled).
  • Changes sync to the office instantly and appear on the booking timeline.

Auditing & troubleshooting

  • Booking History Log – Shows status switches, notifications sent, and who updated what/when.
  • Automations / Scheduled Tasks Log – Lists every run of the Fieldworker Follow‑Up Reminder – Update Booking rule, with time, recipients, and outcome. Use this to confirm delivery and diagnose schedule/criteria issues.
  • Email & SMS Logs – Track message delivery, opens (if available), and replies.

If reminders aren’t received

  • Confirm the booking actually moved into Awaiting Update.
  • Check that the automation is enabled and scheduled to run at a suitable time.
  • Verify the fieldworker has a valid email address and the mobile app is logged in with notifications allowed.
  • Ensure your sending domain is authenticated to improve deliverability.

Best‑practice recommendations

  • Use both push and email. Push gets attention fast; email provides a digest and an audit‑friendly list.
  • Choose a sensible send time. Late afternoon or end‑of‑shift works best; consider a second run for night crews.
  • Keep templates short and action‑oriented. Put the action button/link high and include the list of jobs.
  • Track the backlog. Use Live Reports or the Past Bookings dashboard filtered by Awaiting Update to monitor ageing items and coach teams.

FAQs

Does the auto‑switch flag send the email as well as the push?
The flag pushes an in‑app alert immediately. Pair it with the Fieldworker Follow‑Up Reminder – Update Booking automation to also email a digest at your chosen time(s).

Will fieldworkers be able to update if they normally can’t edit bookings?
Yes. Bookings in Awaiting Update are designed to be updated by the assigned fieldworker so they can close the loop without broader edit permissions.

Can I run the follow‑up email more than once per day?
Yes. Configure multiple daily runs if needed.

Can I customise the columns in the email table?
You can adjust the HTML of the template and add/remove placeholders that are available for this template type.

Where do I see what was sent and when?
Use Automations / Scheduled Tasks Log, plus the Email Log and SMS Log for message‑level tracking.

Related articles

Change log (suggested)

  • Added Option A Auto‑switch flag with push prompt and detailed behaviour.
  • Added Option B scheduled email automation with path, timing guidance, and template info.
  • Expanded Fieldworker experience, Auditing, Troubleshooting, Best‑practice, and FAQs sections.
  • Included a sample email and the {awaiting_update_bookings_list} placeholder.

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