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Pathfinder Help / Quick Start

Keep your Work Order conversation in one place and know what to expect while waiting for Support.

Understand Seen receipts

  1. Support sees Seen and a time when the Technician views a public human reply. The Technician sees Seen and a time when an authorized support agent views their message.
  2. At least half of the message must be visible for about one second in the active, focused chat. Background polling, hidden tabs and off-screen messages do not count. The label may appear after the next receipt refresh.
  3. The first-view time stays when you reopen or refresh. Seen means viewed; it does not mean understood, resolved, or that an attachment was opened. Reading does not stop waiting reminders. Internal notes stay private.

Technician Quick Start

  1. Use your normal Pathfinder entry point for the Work Order. Confirm the Work Order and contact details, explain the issue, and include relevant equipment, errors and troubleshooting already tried.
  2. Continue in the same chat. Pathfinder can provide AI assistance and connect you with human support. Technicians do not need the internal support Teams app.
  3. Keep the chat available while waiting and watch for replies. Send requested details or photos in the existing conversation. Repeated messages do not restart the waiting timer or guarantee a faster response.
  4. A Seen label shows when Support viewed your message. It does not mean your issue is resolved. Internal staff notes and Teams reminders are not part of your public chat.
  5. End the chat when finished. If help is still needed, keep it open. A transcript email is a record; replying to it does not reopen the chat.

Quickbase video walkthroughs

  1. Watch these silent screen recordings in Pathfinder, then follow the written instructions below as you work. Use the playback controls to pause, replay or expand the video.
  2. If an inline video does not play, select Open video to view it in a new tab. If the problem continues, use the written instructions and contact the Help Desk Team.

Quickbase check-in and check-out

A silent screen recording showing Quickbase check-in and check-out. Length: 1 minute 15 seconds.

Open video: Quickbase check-in and check-out (new tab)

Upload deliverables to Quickbase

A silent screen recording showing how to upload site deliverables in Quickbase. Length: 1 minute 38 seconds.

Open video: Upload deliverables to Quickbase (new tab)

Quickbase check-in walkthrough

  1. Open the Quickbase app or go to https://login.quickbase.com. If asked about a Federated Corporate Account, select No, then sign in with your technician credentials.
  2. Open My Apps, then Project Portal. Find your Work Order using Calendar or Search and confirm the Work Order number.
  3. Select Check In at the top of the screen.
  4. If you cannot check in, confirm the Work Order number and account email. An account alone does not grant FSS realm access. Contact the Help Desk Team if access is denied or the problem continues. Incorrect times, wrong Work Orders and duplicate check-ins require Help Desk correction.

Upload deliverables: written instructions

  1. Open the Quickbase app or go to https://login.quickbase.com. If asked about a Federated Corporate Account, select No, then sign in with your technician credentials.
  2. Open My Apps, then Project Portal. Find and confirm your Work Order.
  3. Select Upload Site Deliverables at the top of the screen and follow the on-screen steps. Select the upload type for every upload.
  4. Use PDF, JPG or PNG files under 25 MB. Upload the photos required by your Work Order and the signed Work Order. At least one photo and a signed Work Order must be uploaded before you can upload an invoice.
  5. If an upload fails, check your connection, confirm the file format and size, and try signing out and back in or using a private browser window. Contact the Help Desk Team if the problem continues.
  6. Have required deliverables reviewed and approved and log any issues before checking out. Contact the Help Desk Team if you need review or release.

Quickbase check-out walkthrough

  1. Before checking out, upload all required deliverables to Quickbase, including the photos required by your Work Order and the signed Work Order. Have all required deliverables reviewed and approved and log any issues before checkout. Contact the Help Desk Team if you need deliverable review or release.
  2. Open the Quickbase app or go to https://login.quickbase.com. If asked about a Federated Corporate Account, select No, then sign in with your technician credentials.
  3. Open My Apps, then Project Portal, and find your Work Order. Confirm you are on the correct Work Order/site visit, then select Check Out at the bottom of the page.
  4. If Check Out is missing in the app, try the web version. If it still fails, contact the Help Desk Team; a duplicate active site visit can block checkout.
  5. If you already left without checking out, you can still check out through Project Portal after meeting the deliverable requirements. Tell the Help Desk Team if the recorded time is wrong. Technicians cannot change recorded check-in or check-out times.

If something fails, send your support contact the ticket or Work Order number, time and timezone, steps and a screenshot. Do not send passwords or authentication codes.

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