Offline vs. Online Functionality

 

What will be the behavior of the app when I'm Offline vs Online?

While a user is offline: All the data is saved locally. You will have to connect to the internet and sync the mobile app to get your data updated in the web server.
While a user is online: The app needs to be synced to enable the exchange of updates between the mobile and the web server.

NOTE: It is advised that you sync your data only when connected to a reliable internet connection.

 

What will be the application behavior if my status is changed from online to offline and vice versa?

If a user has been in online mode but gets offline before syncing the app, all the data gets stored locally (like the app behaves in offline mode). When the user goes online again the data will not be sent to the web server till the sync button is clicked manually.

 

Data Information and Common UI

 

How can I filter data on the Mobile App?

Use the search bar to find data matching your search terms

Use the Sort function to arrange data by date

Use the filter option to only show data which matches a set of criteria

Use Default Filters in Settings which apply every login

Use Mobile Profiles to filter which assets are downloaded to mobile

What data is saved on Login?

When you login to the mobile app all of your data is saved. It is similar to pressing the "sync" option in the application.

 

What formats does the mobile app support for attachments?

JPEG, PNG, and PDF.

When does my local data get synced with the server?

When you press the "Sync" button in the top right of the mobile app.

 

How can I set the location of my Work Order, Service Request, or Asset without relating it to an address?

The best way to do this is with the Crosshair functionality. Next to position fields like "Location" or "Coordinates" is a map crosshair icon that when clicked will open a map view. From here you can pan the screen to move the crosshair to the exact location you want and save the Latitude and Longitude values.

What data do I see on the mobile app?

Data belonging to departments the user is permitted to view

Open Work Orders assigned to the user*

Work Orders that have been Completed/Dismissed within 30 days*

All open Service Requests

Assets Included in your Mobile Profiles or server’s GIS Layers

 

* So long as those Work Orders follow your Maintenance User Preferences
 

Which assets are downloaded for me when I login to the mobile app?

Upon login and every time you sync, the app will automatically download up to 1000 assets attached to Work Orders that appear on your Daily Overview. That will include Work Orders assigned to you and scheduled for yesterday, today, or tomorrow.

 

How do I view assets on Work Orders I have planned for the future?

Assets attached to Work Orders that are scheduled after tomorrow need to be manually downloaded in order to view them. You can do this from the "Assets" or "Map" page by clicking the "Asset Download" button and selecting "Scheduled Work Order Dates". After entering a start and end date, you’ll be able to download all assets connected to Work Orders that are scheduled in that date range. Once downloaded, these assets can be viewed throughout the application.

 

I see a notice that says "Some assets weren’t downloaded, as over 1000 assets were scheduled in the Daily Overview range", how do I fix this?

For performance reasons, we limit the amount of assets downloaded automatically at login to 1000. You can remedy this by limiting the amount of Work Orders You are assigned to, or the amount of assets connected to them for work you have scheduled yesterday, today, and tomorrow. You can also download missing assets or additional assets via GIS Layers, Mobile Profile, or by Scheduled Work Order Dates.

 

My work orders scheduled for yesterday, today, and tomorrow have attached assets - totaling under 1000 - but some of them were not downloaded. Why is this?
When scheduling work orders with attached assets, the assigned mobile worker’s Assets role must have permission for those attached assets’ departments. Any assets the user does not have Assets role department permissions to see will not be downloaded.

 

How do I let my coworker login to our shared device using Single Sign On (SSO)?

For security purposes, people using SSO must fully logout of the application before sharing their device with a coworker. To do this, first sync the application, then navigate to the "Account" option from the Home screen, then select "Log out" and confirm.

 

What does the SSO option on the login screen do?

The Single Sign-on (SSO) option is an alternate way of logging into Citywide using a separate authentication service. If your team is using SSO any questions are best directed to your system administrator, otherwise any questions about setting up SSO can be directed to Citywide Support.

 

Why can't I see specific equipment when attaching them to A Work Order?

The list of equipment that can be attached to a Work Order on the mobile app relates to your "Equipment Group" selection under Maintenance -> Preferences -> Mobile Profile. If a piece of equipment is not showing up, please ensure:

 

1. That piece of equipment is in Citywide
2. That piece of equipment is part of an Equipment Group
3. That Equipment Group is selected in your mobile profile
4. Your selected Equipment Groups contain less than 500 pieces of equipment combined

 

Why can't I see specific parts/materials when attaching them to a Work Order?

The list of parts/materials that can be attached to a Work Order on the mobile app relates to your "Parts/Material Group" selection under Maintenance -> Preferences -> Mobile Profile. If a part/material is not showing up, please ensure:

 

1. That part/material is in Citywide
2. That part/material is included in a Parts/Material Group
3. That Parts/Material Group is selected in your mobile profile
4. Your selected Parts/Material Groups contain less than 500 parts/materials combined

 

Why am I unable to edit certain Attributes on my assets?

If an asset has failed to sync, the attached Attributes cannot be edited until the asset syncs successfully. Additionally, any Attribute that is linked to GIS via the Web app cannot be edited manually.

 

Why do no assets appear after I searched using the barcode scanner or typed in the barcode?

If the system displays no search results when barcode searching, it doesn't necessarily mean that the asset/barcode doesn't exist, it simply means that the barcode does not exist on any currently downloaded assets. Please ensure the appropriate assets have been downloaded first, then try your search again.

 

Work Orders and Service Requests

 

How do I close a Service Request from a Work Order?

Open a Work Order connected to a Service Request

Move the Work Order to any "Completed" status

Press the "Save" button on the Work Order

A popup will appear informing you to close the attached Service Request

Accepting this popup closes the Service Request

 

Can I see Public and Private notes on the mobile app?

Yes. Private notes are hidden from citizens who do not have access to the application. All users of the application can view Public and Private notes.

 

How can I complete an Inspection on the Mobile App?

An Inspection Work Order can only be marked as complete once each of the processes attached to it are marked as "Pass" or "Fail". Once they are marked, you can set the Inspection to "Completed" as normal.

 

How can I view Work Orders and Service Requests on the Map?

After you’ve selected the "Map" option and allowed the use of your location in the app, you can select the "Filter" button to choose what you see on the map. Objects show as tags on the map, and if they are close together the map needs to be zoomed in to display them individually.

 

How do labour check-ins work from the mobile app?

All users who have Work Order edit permissions for a given department can log time / create labour check-ins against Work Order(s) for worker(s) assigned to those Work Order(s).

 

Why am I unable to Remove a Check-in?

If your database is using the Timesheet Approval functionality, all previously synced check-ins cannot be deleted in case they have been approved. You will however be able to delete check-ins that you have not yet synced to web.

 

Can I add usage via mobile app when the asset attached to the WO has force usage selected at the Work Order Type (WOT)?

Yes. The mobile app will throw a warning message in case a user does not add the mandatory usage.

 

I have "Force Asset Usage" on my WOT but I still am able to mark my Work Order as "Completed" without entering the Asset Usage. Why?

It is either because you have not synced the WO since you created it or the WO does not have an asset attached.
 

How can I cost equipment on the mobile app?

Navigate to the specific Work Order you’d like to cost the equipment against. Once there you can navigate to the "Equipment" tab and select "Cost" next to the equipment you’d like to cost. After entering a date, Rate Type, Unit amount, and Transaction Description, the cost can be saved and will be visible on CityWide Web once you’ve performed a sync.

 

Why does my Check-in Approval status read "N/A"?

All Work Order Check-ins created before the Approval Status feature (May 2021) will read "N/A" for "Status". Check-ins created after this feature was released will read "Approved", "Pending", or "Rejected", which can be edited on CityWide Web Timesheets.

 

How can I view asset’s connected to a Work Order or Service Request?

By selecting the "Assets" row on the edit view of a Work Order or Service Request, you can see a list of main details for each attached asset. Each asset can then be selected to view further details, so long as it has been downloaded to the app (see Asset Collector).

 

How can I view the location of asset’s connected to my Work Orders or Service Requests?

You can view asset location from the "Map" section on the homescreen. You can then select "Filter" to view only assets. You’ll then be able to see all assets you’ve downloaded on the map, so long as they have a location. The Daily Overview section also has a “Daily Map” which shows Assets connected to Work Orders.
 

What information on a Work Order can be edited from the mobile app?

 

Priority

Scheduled Start Date

Scheduled End Date

Target Date

Notes

Area

Community

Workers

Attachments

Status

What information on a Service Request can be edited from the mobile app?

 

Priority

Notes

Attachments

Attributes

 

Which linked Work Orders can be previewed when viewing assets?

When viewing an asset you can view the details for the 5 most recent Work Orders linked to it.

 

Which linked Service Requests can be previewed when viewing assets?

When viewing an asset you can view the details for any unsynced Service Requests linked to it.

 

How can I search the Work Order or Service Request list based on specific assets?

In the search bar on the List view for Work Orders, Inspections, or Service Requests, you can enter an asset’s ID or Name to see everything linked to the asset you mention. If the Work Order, Inspection, or Service Request has many assets linked to it, it will show so long as the asset you have searched for is among them.

 

After I sync a new asset failure, where does it go?

Newly added asset failures initially appear as a field on the Edit WO view called “New Asset Failures”. After you sync those failures, they will now appear under Edit WO → Assets → Tap on Asset → Tap on “View Recent Failures”.

 

Why don’t I see all of the asset failures on a WO Asset?

For performance reasons, mobile will only display a max of 2 most recent failures on WOs that have 2 or less Assets attached (max 4 asset failures per WO are available for editing).

 

Why can’t I see my recently added failure when looking at the same asset from a different WO?

Until a sync is performed, mobile will only display unsynced failures on the WO they were added from. To view (up to 2) recent failures added to the asset from other WOs, you must sync first.

 

How do I view Thumbnails for Materials?

Within the Materials tab in the Work Order, click on the Material name.  Within the Edit Material page, you'll be able to access the Thumbnail icon to view the Thumbnail picture.  Online mode will allow you to view the Thumbnail for the first time.  Subsequent visit(s) to the Thumbnail icon, while in Offline mode will also allow you to view it.

 

Asset Collector

 

How can I view assets on my mobile device?

Select "Assets" on the home screen, then "Download Assets" in the top right, under the "X" button. From here you can download assets based on your GIS layers or your Mobile Profile. You can also use the same download button found on the Map view, accessed from the main home screen.

 

Can I set up a specific group of assets to download to mobile?

You can do this using a Mobile Profile on CityWide Web. Simply navigate to the Assets Inventory on CityWide Web and filter for the assets you’d like to view. You can then select the "Mobile Profile" phone icon above the grid and save this filter as a profile. After syncing on Mobile, this Mobile Profile can be downloaded and used at any time.

 

Why are assets I create listed as "Pending Create"?

When an asset is created on mobile, it is considered "pending" until it goes through these three steps to become a proper asset:

 

1. Sync the asset with CityWide by pressing the sync button at the top of the app (this will remove the asset from the mobile view).
2. A permitted person needs to complete the information on the asset in "Pending Imports".
3. The asset then needs to be approved as in-service.

 

If it is not linked to a GIS feature, you can add it to an asset Mobile Profile on your user account and download it on mobile. If linked to a GIS feature, it can be downloaded using GIS Layers (after our nightly script is run).
 

Why did my asset’s Risk Rating and Projected Condition not update?

These fields will not update on your asset until your changes on mobile have been synced.

 

Why does my created asset not have an Asset ID?

Assets created on Mobile are considered "Pending" and will not receive an Asset ID until synced. Once synced, the asset - and it’s ID - can be viewed on CityWide Web as a "Pending Import" until it is approved by a permitted person.

 

What’s the difference between GIS Layers and Mobile Profile for downloading assets?

GIS Layers allows you to download assets linked to GIS features by selecting the Layers and panning to a desired location on the map. Mobile Profile allows you to create prefiltered lists on CityWide for your specific user account. These can be customized and saved for both linked and non-linked assets. Then on mobile, you select the desired profile to work with, sync, and are able to begin working on those assets.

 

Am I able to edit the location of an existing asset?

Yes, but the asset must already be linked to a point based GIS feature (Not multipoint or shape geometry) and hosted on either the CityWide GIS or EGIS server (Not ESRI). This assumes your server has GIS edit permissions, and your user has "Asset Mobile" edit permissions.

 

When does my Asset Location update on GIS/EGIS?

When moving an asset on mobile, the location will be updated in GIS/EGIS immediately. If a feature connected to an asset on GIS (web) or EGIS is moved, the geometry will be updated overnight, meaning that these changes won’t be seen on mobile until the next day.

 

What does the search bar on GIS Layer asset downloader do?

That search bar pans the map to the address that you enter. Using this you won’t have to drag the map to an address you already know the name of. This address search uses the same geocoder found on CityWide GIS.

 

Route Patrol

 

Can I conduct a Route Patrol with CityWide Mobile in the background?

When you conduct a Route Patrol, your device should be plugged in and the application should be active. The Route will continue if you leave the application for a short period, but for the best results Mobile CityWide should be the active application.

 

How can I leverage the new Route Patrol features?

Many enhancements were added to Route Patrol in 2021 that can be utilized in different ways by different users. For more information we recommend that you contact your account manager or support for more details.

 

Can I use "approximate location" when executing a route patrol?

No, approximate location is only accurate within an area of about 3 square kilometers and this is not precise enough for route patrol. Therefore, you must use "precise location".

 

Why is the MMS colour not updating for the assets on my Route?

While using Route Patrol AI, the MMS standards are changed overnight and at that time the Asset’s MMS standards are updated as well.

 

Application Requirements

 

What are the minimum requirements for me to be able to use the mobile app?

 

A valid Citiwide userID and password

Maintenance Manager permissions: WO view

A supported device (see B below)

 

What are the minimum/recommended tablet devices and specifications to use the mobile application?

Supported Device Requirements:

 

Spec	Recommended *
RAM	6 GB +
Storage	128 GB +
Android Version	Most Recent
Device Requirements	GPS and Cellular Data
Manufacturer/Model	Samsung Galaxy S or Google Pixel from the last 2 years

^{* Only devices running one of the three most recent versions of Android OS with a minimum of 1GB of RAM freely available to run the application will be supported}

 

Route Patrol Job Aid

 

In order to capture accurate data while using route patrol, please ensure that:

• "Use Location" is turned ON in settings
• In settings under "Location":
• "Wi-Fi and Bluetooth scanning" (newer devices) or "Improve accuracy" (older devices):
• "Wi-Fi scanning" is turned ON
• "Bluetooth scanning" is turned ON
• Advanced → make sure "Emergency Location Service" is turned ON
• Advanced → make sure "Google Location Accuracy" is turned ON
• App access to location → Citywide Mobile:
• "Allow while using this app" is turned ON
• "Use precise location" toggle is turned ON (Android 12+)
• Mode → High Accuracy (older devices)
• Wi-Fi is turned ON
• Bluetooth is turned ON
• Mobile Data is turned ON (even if you don't have a data plan on the device)
• Flight Mode is turned OFF
• Settings → Battery:
• Ensure "Battery Saver" is OFF
• If it doesn’t say "OFF", click on "Battery Saver" → "Set a schedule" → select "No Schedule". Then confirm that for Battery it says "Battery Saver OFF"
• Ensure "Adaptive Battery" is OFF
• Calibrate your compass before starting a route
• Open the Google Maps app and tap on you blue location dot
• If you see "Calibrate with Live View" you can tap on that and scan your surroundings to calibrate using augmented reality
• Otherwise, there should be an option in the bottom left called "Calibrate compass" - you will then need to move your phone in a figure eight motion until it says "Compass Accuracy: High"
• Note: You can always repeat these steps if you find your route is not being drawn correctly
• Keep your phone plugged in during an active patrol
• Patrol in discrete blocks/intervals and sync your data after completing a full route
• Only sync when on a stable internet connection
• Use Citywide recommended devices:
• Android phones:
• 6GB RAM and 128GB Storage
• Latest generation of Samsung or Google Pixel devices
• Allow Citywide mobile to work in background mode
• Close all other apps when patrolling
• Ensure the Citywide app is active and visible at all times during an active route
• Ensure your device's battery optimization isn't putting the Citywide Mobile app to sleep
• Navigate to Settings -> Apps -> Citywide Mobile -> Battery -> Battery Optimization -> All apps -> Citywide Mobile
• Ensure that the toggle next to Citywide Mobile is turned OFF