The Jobs index
Service → Jobs. The working list for the Service desk.
Tabs
Tabs are saved views over the same list. The index opens on Unallocated.
| Tab | Shows |
|---|---|
| Unallocated | Jobs no one has taken responsibility for |
| On Hold | Jobs held, including those held because the customer is on hold |
| On Backorder | Jobs whose current activity is waiting on parts |
| Allocated | Jobs assigned to an engineer but not yet started |
| In Progress | Jobs being worked |
| Cleared | Work finished, awaiting invoicing |
| Closed | Invoiced, completed or cancelled |
| All Jobs | Every job, unfiltered |
Public Filters are saved views shared across the workspace; Your Filters are your own, and include My Jobs.
Columns
| Column | Description |
|---|---|
| (unlabelled, first) | Number of activities on the job — how many attempts it has had |
| Job No | The job reference, RJ-P followed by six digits. Click to open |
| Customer | Customer, and site where the job is against one |
| Asset | Product code and serial number of the machine |
| Suburb / State | Where the asset is |
| Category | Job category — Copy Quality, Paper Jam, Install Job, Runup Job, Preventitive Maintenance, Relocation, Parts Needed and others configured for your workspace |
| Agent | The service agent responsible |
| Assignee | Who the current activity is assigned to — an engineer, or the agent where the agent handles its own dispatch |
| Raised | When the job was raised |
| Backorder Status | Whether the current activity needs parts, and whether they are available |
| Status | The state of the current activity, not of the job |
Note
The Status column and the coloured strip on an open job can disagree, and both are correct. The list reports the activity; the job screen reports the job. A job showing Open can have an activity showing Raised.
Controls
| Control | Effect |
|---|---|
| Find | Text search across the list |
| Columns | Show or hide columns |
| (funnel icon) | Filter builder — add conditions, save the result as a filter |
| Schedule | Opens the Job Scheduler |
Job fields
Creating or editing a job takes:
| Field | Purpose |
|---|---|
| Service Contract | Links the job to an active billing contract for the customer |
| Job Category | The type of work — Copy Quality, Paper Jam, ADF Fault, IT Support, Install Job, Runup Job and others configured for you |
| Job Priority | Urgency |
| Call to Schedule | Flags that the engineer must contact the customer to arrange a time before attending |
| Location | The specific site address |
| Division | The internal division responsible |
Callbacks
Where a job comes back, the new job can be linked to the one it follows. Jobs at To Invoice or Closed carry Create Callback on Job in their menu.
A job that is a callback shows a Callback on Job link, whose tooltip names the original job and its agent with the description below — so you can see what the first attempt was without leaving the screen.
Note
A callback is a new job, not another activity. Use another activity when the same reported fault is still being worked; use a callback when the job was finished and the problem returned. The distinction is what keeps "how often do we go back?" answerable — see How jobs and activities fit together.