Job questions and troubleshooting

The questions below are the ones that come up most often. Each answer links to the page that explains it in full.

Getting work out

The fieldworker says they cannot see the job

It has not been dispatched. A job that is created but not dispatched exists only in the office — the app never receives it.

Open the job and use the Dispatched control in Schedule & Assign, or tick Dispatch in the footer before saving. See dispatching a job.

Can I create a job without deciding who does it?

Yes. Save the job with Assign Fieldworker(s) empty and it sits as unassigned work. Assign it later from the job, from the Scheduler, or straight from the User(s) column in Table View.

I don’t know the date yet

Save it without a schedule and it becomes an unscheduled job. The Unscheduled Jobs tick box at the top of the Simple View list — and the matching filter in Table View — show you everything waiting for a date.

What is the difference between dispatching and alerting the client?

Dispatch sends the job to your fieldworker. Alert to Client tells the customer a visit is booked. They are separate tick boxes in the footer of the job form and either can be turned off. See creating a job.

If I move a job to another date, is the fieldworker told?

Yes, once the job has been dispatched. Moving it — by dragging its strip on the scheduler or changing the time on the job — sends every assigned fieldworker a notification with the new time, and moving it to somebody else notifies the new fieldworker.

Before dispatch, nobody is told, because nobody has it yet: an undispatched job is still the office’s planning and can be moved freely. See dispatching a job.

Equipment

The equipment list is empty

Either no client has been selected yet — the section says Please select client first until one is — or the client has no equipment on record at that site.

Add it as part of the job with Add new equipment for installation or Add new equipment for repair. See equipment on a job.

The unit only offers Service on-Site and Uninstall, not Deploy

It is already at that client’s site — the card says so. Deploy is for taking a unit out to a site it is not at yet. See your own equipment.

Should equipment go in Client’s Equipment List or My Equipment List?

Whoever owns it. Client’s Equipment List is their machines, which you service and repair. My Equipment List is your machines, which you deploy, maintain and eventually take back — the hire and leasing case.

The client wants a report per machine, not per visit

That is what selecting equipment on the job produces. Each unit named on the job comes back with its own condition, remark, photos and parts on completion detail, and all of it prints on the job card.

Money

The job was done but never invoiced

Use Table View and look at the Invoiced column — a cross means no invoice was raised. Filtering by completed jobs and scanning that column is the fastest way to find work that slipped through. See the columns.

The parts used aren’t on the invoice

They were not added as billable lines on the job. Anything the client pays for has to exist on the Item / Invoice tab with Billable ticked — a part recorded only in a completion note is a record, not a charge. See items and services on a job.

A line is on the job but not in the total

Its Billable tick box is off. Non-billable lines stay on the job as a record of what was used and are totalled separately, under Non Billable Items Total, which is deliberately excluded from the calculation.

The estimated profit shows a huge loss

Usually the costs are recorded and the income is not — an expensive part consumed on the job with nothing billable added for it. Check the Item / Invoice tab first, then the hours on completion detail. See reading it honestly.

Labour cost looks wrong

It is calculated from the times on the completion detail, so a job left open too long carries hours nobody worked. Correct the job time and travel time there and the figure follows. See correcting times.

Contracts, quotes and repeats

When should a job go under a contract?

Whenever the work is covered by an agreement you already have with the client. It puts the job in the contract’s job list and lets it be billed on the contract’s terms rather than as a one-off. See jobs under a contract.

The client has two contracts — which one gets picked?

Neither, automatically. The Contract field fills itself in only when the client has a single running contract; with more than one you choose. See creating a job.

Jobs keep appearing that nobody created

They are the occurrences of a recurring job or of a contract’s work pattern — the Created By column shows System for these. Open one and Edit Recurring shows the pattern producing them. See recurring jobs.

How do I stop a recurring job?

Open Edit Recurring. The Paused / Running switch stops it raising new jobs without ending anything; Delete Recurrence Pattern ends the series for good; and setting End by to a date lets the remaining occurrences run out.

Deleting a single occurrence removes that job only and leaves the pattern running. Deleting the pattern also removes the jobs it raised that nobody has acted on — anything with a moved status or recorded work stays. See pausing, changing and stopping.

Does Copy Job bring the recurrence with it?

Yes. Copy a repeating job and the copy repeats too, on the same pattern — same interval, same days, same range — raising its own occurrences from then on. The two series are unconnected: changing one does nothing to the other.

If the copy is meant to be a one-off, delete its recurrence before the first occurrence is raised. See copying a repeating job.

Can I change the client on a job?

No. The client is fixed when the job is created. Everything that hangs off the job is filed under that client — its invoice, its place in their work history — so the link is not something the form lets you move.

Raised against the wrong client? Create the job again for the right one and delete the wrong one. Everything else on a job, the schedule and assignment included, stays editable through Edit Job.

How do I reschedule overdue jobs?

There is no bulk reschedule — the bar of bulk actions changes status, assigns, archives, prints and deletes, but dates are moved one job at a time. So the work is in finding them quickly and then moving each.

Find them. The Overdue Jobs counter above the job list is the count; filter the table to that work and you have the list in front of you. Overdue means the finish time has passed and the job is not complete, so it is a mix of two different problems — visits that never happened, and visits that happened but were never closed off.

Move them. For a handful, open each and change Start Date & Time and End Date & Time with Edit Job. For more than a handful the scheduler is faster: drag each strip to its new slot, which retimes and reassigns in the same movement.

Close what is already done first. Anything finished in the field but left open is not a scheduling problem — set those to their real status in one go with the bulk Status button, and what remains is the work that genuinely still has to happen.

How do I see what the fieldworker did and when?

Open the job and scroll the Overview tab to Status History. Every status the job went through is listed with the time it was set and the location it was set from — so En Route at 9.40 from one place and In Progress at 10.05 from the site is the arrival time, evidenced.

That is the panel to reach for when a client queries what time somebody turned up, or when a visit took longer than it was quoted for. See status history.

Working with several jobs

Can I change the status of several jobs at once?

Yes. Switch the job list to Table View and tick the jobs you want; the bar above the table then acts on all of them at once. Status changes their status, and Assign hands them to a fieldworker — along with Archived Job, Job Sheet and Delete Jobs. See acting on several jobs at once.

The job record

What does the (C) in the job code mean?

The job is under a contract. A number after a dot is the occurrence of a repeating job, and a number after a dash is a revisit or sub job. See job codes.

The client disputes the work. What do I have?

The signature captured on site, on completion detail, along with the timestamped notes, the per-unit remarks and the before-and-after photos. The Client Sign column in Table View shows at a glance which jobs were signed for.

Revisit or copy?

A revisit belongs to the original job — it keeps the link, so a three-visit repair reads as one piece of work. A copy is a new, unconnected job that happens to have the same details. See job actions.

Should I delete a job or archive it?

Archive files it away and keeps it — it comes back with the Archived filter. Delete removes it. Archive for work that is simply finished with; delete only for jobs raised in error.

For work that is not going ahead, neither is right: set the status to Cancel, or to On Hold if it might come back. That keeps who booked it, for whom, and when it fell over. See job statuses.

What is the difference between Completed and Closed?

Where the job sits on the fieldworker’s phone. A Completed job is still on their app, so they can reopen it and add the photo or the note they missed. Closed takes it off their app.

Complete the job when the work is done; close it when you are finished with it and want it off their list.

A job I want the fieldworker to fix has disappeared from their app

It has been Closed. Set it back to Completed and it returns to their list.

We don’t want Accept/Reject or travel timing — just start and finish

Turn those statuses off in the app. Under Settings → Modules → Work → Job Status, edit Accepted, Reject, Travelling and Travel Break and untick Show this status in the fieldworker app on each. The Accept and Reject buttons stop appearing on a dispatched job and the travel steps drop out of the status list, leaving In Progress to Completed.

The tick boxes are on the shipped statuses too, not only on ones you add. The fieldworker has to sign out and back in before their phone picks the change up. See choosing which statuses the app shows.

The job is under a contract, but its cart is empty

The service picked on the job is not on that contract’s rate card, so it is only a to-do — an instruction to go and do the work. Nothing will bill until something is in the cart.

Either add the line to the cart by hand, which bills it at your master rate, or put the service on the contract’s rate card so future jobs pick it up on their own. Changing the rate card does not go back and change this job. See it takes both.

The job says Multi Status

Two or more people are on it, each updating their own status from the app, and their statuses do not match — one still travelling while the other has started. It is not something you set, and it resolves itself once they are at the same stage. Open the job to see where each of them is.

Break or Job Break?

Break is a pause while travelling; Job Break is a pause during the work. They are counted separately, which is why completion detail shows break time and travel break time as two figures.

The fieldworker cannot complete the job on the phone

A mandatory form is blocking it. A form set as Mobile Mandatory must be filled in before the job can be closed — which is the point of it. See making a form compulsory.

The client shouldn’t read what the fieldworker wrote

Choose what goes out. To be shown on the job card on the Completion Detail tab picks between the leader’s comment, all workers’ comments, or your own wording. See what the client is told.