Step by step
- Press New job on the service desk, + Log a call on the jobs list, or + New job in the top bar on a phone.
- 1 Customer and machine: choose the Customer (whose premises), the Site, the Machine and the Contact on site. The machine decides who pays: a machine we service for another firm makes it their job (a note says so). Otherwise it is your own job; only if another firm asked you to do it, press Another firm asked us to do it? and choose the firm in Who pays for this job?. For our own customers with an active contract, the Contract is filled in.
- 2 The job: choose the Job type from the list (Choose the job type…). It is required: there is no default. Types that need a machine make Machine required in section 1.
- If the machine was fixed recently, answer the Possible callback question that appears under the job type.
- Type the Fault summary (short, for example “Paper jam tray 2, error C2557”). Suggestions appear as you type: pick one or keep your own text. Then fill in Details for the engineer.
- 3 Dispatch: choose an Engineer or Leave unassigned, optionally a Planned visit (optional), and the Priority (Normal, High or Urgent). To set your own SLA deadline, open More options.
- 4 Photos and files (optional): press Add photos or files to attach up to 10 files.
- Press Log the call. The job opens.
Start from a customer or machine
When you press log a call from a customer or machine page, the form opens with that customer (or that machine, its site and customer) already chosen.
Fields that change with the job type
For repairs and maintenance the field is Fault summary. For other types it is Summary, and the example text changes (for example “Deliver C300i + finisher to 3rd floor office”).
Job types that need a machine (set in Administration › Settings › Job types) make the field Machine (needed for this job type) required. Others allow Not machine-specific. If you pick such a type before the machine, a note says to choose it in step 1.
Delivery-type job types (logistics) add an Access at the site card between sections 2 and 3. See “Record access at the site”.
Owners and admins see a Manage job types link next to Job type: it opens the job types page in a new tab.
Fault suggestions
Click the arrow in the Fault summary box, or start typing, to see suggestions. Each one is labelled: Used before (a summary your firm used on a job in the last 12 months), Your solution (a title from your Solutions) or Common fault (a typical copier fault).
Use the arrow keys and Enter, or click, to pick one. Free text always works too.
For job types that are not repairs or maintenance, only Used before suggestions are shown.
What happens when you press Log the call
The job gets the next job number and the status Unassigned, or Assigned if you chose an engineer. The engineer sees it in the app straight away.
The SLA deadline is set from the client or customer response time, or your firm default, unless you typed one.
If you added files, they upload after the job is saved (the button says Uploading files…), then the job opens. If an upload fails, the job is still logged and the Files tab tells you to try again.
Messages you may see
“No sites yet: add one on the customer page”: the customer has no site. Add one on the customer page first.
“No machines at this site”: add the machine on the site or customer page, or log the job as not machine-specific if the job type allows.
“Say why the callback is charged.”: you chose Yes, but charged without a reason.
The form will not save without a Job type: choose one in section 2.
“Not saved yet. Fill in: …” next to the button lists what is missing; those fields are outlined in red and the page scrolls to the first one.
Tips
- Write the error code in the summary. It feeds What fixed this before on the job page and the engineer app.
- Use the Contact on site so the engineer can call ahead, and so the job sheet email goes to the right person.
- If the customer emailed a photo, add it and tick Sent by the customer.
Ideas to try
- Set up job types for your common work (toner delivery, PaperCut install, annual service) in Administration › Settings › Job types so the form shows the right fields and checklists.
Questions
Do I have to assign an engineer straight away?
No. Choose Leave unassigned. The job appears in Unassigned on the service desk and in Not planned yet on the calendar until you assign it.
Can I log a job for a customer that is not in SubClik yet?
Add the customer and site first (Customers & machines › Customers › + Add company), then log the call. The customer, site and machine lists only show what already exists.
Where is the SLA deadline?
Under 3 Dispatch › More options. Leave it empty to use the customer's, client's or your firm's default.
Why can't I choose a contract?
The Contract field only appears for own work when the customer has an active contract.
What is the job reference field?
When a firm sends us the job, the <firm> job reference is their own call number. It is printed on their statement and invoice and you can search for it.
Why can't I choose who pays?
The machine is serviced for a firm, so that firm pays. To change it, edit the machine and set Who do we service it for?.
Who does the engineer list include?
Our team (engineers, then owners, admins and dispatchers in case they go out themselves) and Subcontractors (we pay them): engineers you give work to, who see only the jobs you assign them.
Is the customer told the job was logged?
Only if you have turned on that automatic email in Administration › Settings › Documents & emails.
Works together with
- Log a job a firm sent usAnother dealer or service firm asks us to fix a machine at their customer's premises. They pay us at the rates agreed with them; we never invoice their customer.
- Callbacks: the same fault coming backWhen you log a job on a machine that was fixed recently, SubClik asks if it is the same fault coming back. A free callback is not charged; a charged one needs a reason.
- Add photos and files when logging a callAttach the customer's photos, error screenshots or documents to a new job so the engineer sees them before the visit.
- Record access at the site (deliveries and collections)For delivery-type jobs, record the floor, stairs, lift and parking. They are saved on the site for next time and the access charge from Settings is added to the job.
- 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.
- SLA deadlines on jobsEvery job can have an SLA deadline: the time by which the engineer must accept, arrive or fix, depending on your settings. SubClik fills it in for you and shows the countdown on the board.
- 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.
- Your first job from start to finishA walk-through of one service call: logged in the office, done by the engineer on the phone, reviewed, and invoiced.
- Job types: checklists and fixed pricesThe kinds of work your firm does (repair, maintenance, installation, delivery, collection, PaperCut, firmware…). Each type can have its own engineer checklist, a fixed charge, a usual duration, and can require a machine or ask for access details.