The statuses in order
Unassigned: logged, no engineer yet.
Assigned: an engineer is chosen; they have not accepted it yet.
Accepted: the engineer has accepted the job.
Travelling: the engineer is on the way.
On site: the engineer has arrived.
Working: the engineer is working on the machine.
Parts required: the visit ended and parts are needed for a return visit.
Completed: the engineer finished, with the work carried out and a signature (or the reason there is none).
Reviewed: the office checked the job and closed it. It is ready to invoice.
Invoiced: the job is on an invoice, or was marked as invoiced elsewhere. It is locked.
Cancelled: the job will not be done. A reason is kept.
Automatic changes
Choosing an engineer on an Unassigned job makes it Assigned. Removing the engineer from an Assigned, Accepted, Travelling, On site or Working job puts it back to Unassigned.
If an engineer rejects a job it goes back to Unassigned with their reason in the history.
What the office can do at each status
Unassigned to Parts required: change dispatch, record the visit on behalf of the engineer, cancel.
Parts required: Return to fit (parts ready) puts it back to Assigned (or Unassigned if no engineer).
Completed: Close job (to Reviewed), Return to fit (back to the engineer), Create invoice, Invoiced elsewhere.
Reviewed: Reopen with a reason, Create invoice, Invoiced elsewhere.
Invoiced: only a credit note takes it back to Reviewed.
Rules the system enforces
A job cannot be Completed without a resolution (“a resolution is required to complete a job”).
Only Completed jobs can be Reviewed, and only Completed or Reviewed jobs can be Invoiced.
Assigned, Accepted, Travelling, On site and Working need an engineer.
An invoiced job cannot be reopened or cancelled (“an invoiced job cannot be reopened”).
Questions
Can I set any status I like?
No. The office moves jobs through the buttons on the job page, and the system only allows the changes above. This keeps the history and SLA figures true.
Can I mark a job as on site for the engineer?
Not as a separate step. Use Complete on behalf of engineer, which records the real arrival and finish times and the outcome in one go.
Works together with
- The job pageEverything about one job in one place: customer and machine, fault and work done, time, parts, readings, files, history, dispatch, charges, job sheet and the buttons to close, send back, reopen or invoice.
- Assign an engineer and plan the visitChoose the engineer, the planned visit time, the SLA deadline and the priority in the job's Dispatch card. The engineer sees the change straight away.
- Review and close a completed jobWhen the engineer completes a job, the office checks it and presses Close job. The job becomes Reviewed and is ready to invoice.
- Send a completed job back to the engineer (Return to fit)If a completed job needs another visit, send it back to the engineer with the reason. They see the reason and must accept the job again.
- Reopen a reviewed jobReopen a job you already closed when the work turns out not to be finished. A reason is required and the engineer sees it.
- Parts arrived: book the return visitWhen an engineer ends a visit with Parts required, order the parts marked To order. When they arrive, press Return to fit (parts ready) to put the job back in the queue.
- Cancel a jobCancel a job that will not be done, with a reason. Cancelled jobs are kept for the record but are locked.
- A job on the phone, from accept to sign-offEverything for one visit on one screen: the big button for the next step (accept, on my way, start work, finish), the fault, contact, directions, photos, mileage, notes and machine history.