Sign in

Service · How to

Work The Unallocated Queue

Published documentation for BMS Cloud.

Map All documentation

Work the unallocated queue

New jobs land on the Unallocated tab and stay there until someone takes responsibility for them. Clearing that tab is the daily rhythm of the Service desk.

Before you start

You need a Service role that can edit jobs, and the service agents and engineers you intend to assign to must already exist.

Steps

  1. Go to Service → Jobs. The list opens on Unallocated.
  2. Sort by Raised to bring the oldest to the top — the count in the first column tells you how many attempts a job has already had, and a job on its second or third activity has been waiting longer than its raised date suggests.
  3. Open a job and read the Job Description and Job Category together. The category is what routes it; the description is what tells you whether the category is right.
  4. On the activity, set Assigned To to the engineer who will attend.
  5. Check Required Items. If the visit needs parts, the badges beside the activity tell you where they stand — see Backorders and stock allocation.
  6. Use Progress Activity to move the activity on as the work happens.

If the customer is on hold

A job raised against a customer who is on hold goes onto the On Hold tab as soon as it is created, not when someone gets to it. It is not waiting for you — it is waiting for the customer's account. Clear the account first; the job cannot be worked around it.

If the job is waiting on parts

It belongs on On Backorder, not Unallocated. Work that tab against stock arriving rather than against the age of the job — chasing an old job whose part has not landed achieves nothing.

Related