When a customer contacts you to request work, you can create a new job directly within their account. This workflow allows you to capture all necessary job details, apply contract rates, and schedule an engineer in one smooth process.
1. Locate the property
To ensure the job is logged correctly, you must first locate the correct account. This could be a main customer record or a specific work address.
Search for the customer or property to open their record. The page will open by default on the All works tab.
Click Add new job.
2. Capture job details
The job form allows you to record the specific requirements of the visit. Filling this out accurately ensures the assigned engineer has the correct information and skills for the task.
Tip: Select the Description from the dropdown first. This applies pre-set requirements to the job, speeding up creation and ensuring key details like service reminders or skills aren't missed.
Job Information
Description: Select the standard description that best fits the work (e.g., "Boiler Service").
Job notes: These often auto-populate based on the description, but you should edit them to add specific details the customer gives you over the phone.
Skills: Enter any specific skills required so the system can help match the right engineer later.
Service job: Tick this box if the work is a routine service and link a service reminder.
Assets: Click Manage assets to link customer assets that will be worked on for this job (like a boiler or HVAC unit).
Customer reference: Enter any specific reference number or code the customer requires for their records.
Contract and Finance
Customer contract: Select the required contract from the dropdown if this job is being carried out as part of an existing customer contract (e.g. if a routine service is included in a service plan).
Quoted amount: If a price has been agreed upon, enter the invoice amount here.
Invoice category: Select the relevant business unit if required.
Logistics
Customer contacts: The primary contact is selected by default. If you are speaking to someone else, select them from the drop down menu or click Add new contact to enter their details.
Priority: Set the priority level (e.g., Urgent, Standard) to help manage engineer schedules.
Expected completion date: Set the target date and time for the job to be finished.
Job pipeline: Select a pipeline to track the job on the dashboard. This typically defaults automatically based on the chosen Description.
Tip: Fields marked with a red asterisk (*) are required to save the job. If you are unsure which of the optional fields to complete, speak to your line manager or system administrator.
3. Finalise the job
Once the details are entered, you can choose to schedule the visit immediately or save the job for further actioning before scheduling.
Saving without booking
If the job isn't ready to be scheduled, leave the Book into diary after adding job checkbox empty and click Save. The job will be added to the customer record where it can be reviewed and actioned at a later time.
Schedule the job immediately
Tick the Book into diary after adding job checkbox at the bottom of the form.
Click Save.
You will be redirected to the diary page. Navigate through the dates and times to find a suitable slot.
Select the Date, Time, and Engineer for the job.
A sidebar will open allowing you to confirm details and set up notifications to let the customer know the booking is confirmed.
Click Save to finalize the appointment.
The job is now created and the appointment is live on the schedule.
Read more about the diary and scheduling appointments.
What happens next?
Once a job is scheduled, the engineer will attend the appointment and action it in the mobile app.
Read more about actioning appointments in the mobile app.
Common questions
Can I pre-configure job details to speed up job creation?
Can I pre-configure job details to speed up job creation?
Yes, a system administrator can set up job description templates to complete the job details, skills and other important fields for standardised job types.
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