The reasons and what to do
Jobs waiting in To approve are not flagged here as well: approve or dismiss them first.
Job sheet not sent: the last attempt to email the job sheet failed. Open the job, check the contact's email address, and send it again from the Job sheet card.
SLA missed: the SLA deadline has passed and the SLA has not been met yet. Call the customer, and check the engineer is on the way.
Parts required: the engineer needs parts for a return visit. Order them, then press Return to fit (parts ready) on the job.
Returned to fit: the office sent a completed job back to the engineer. Check the engineer accepts it again.
Next action overdue: a next action typed by the office is past its By when time. Do it, then clear or update the Next action card. The automatic next actions SubClik sets by itself (like “Assign an engineer” or “Review the visit”) never count as overdue.
No update for 3h+: an engineer is Accepted, Travelling, On site or Working on the job and nothing has changed for over 3 hours. Call them: they may have forgotten to update the app.
Tips
- Use the Next action card on every job that waits for something (a part, a customer call back). The job then appears here when the date passes, so nothing is forgotten.
Questions
How do I clear “Next action overdue”?
Open the job, change the By when date or clear What has to happen next, and press Save next action.
How do I clear “Job sheet not sent”?
Send the job sheet again successfully from the job's Job sheet card.
Works together with
- The service deskYour home screen for today's work: open jobs, jobs SubClik opened that wait for your approval, jobs with no engineer, jobs that need your attention and finished jobs waiting for review, with who is doing what right now.
- Set the next action on a jobWrite down what has to happen next on a job, who does it and by when. If the time passes, the job shows “Next action overdue” on the service desk.
- 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.
- Email the job sheet or create the PDFThe job sheet is a PDF with the fault, work done, times, parts, meters and signature. Email it to the customer or just create the PDF.
- 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.
- 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.
- The bell: what needs attentionThe bell at the top of every office page counts what is waiting for the office right now: jobs to approve, jobs with no engineer, missed SLAs, toner to send, readings to check, offline agents, customer requests and, for owners and admins, jobs to invoice, overdue invoices and contracts in their notice period.