Technical references are important for identifying key locations within a property, such as the water main. You can create a list of different technical references that engineers can update when on-site. This feature allows engineers to specify where they worked, helping them understand the property better when off-site.
Permissions: Access depends on each user's Setup Technical Reference permissions, not their role. Viewing the list, adding and editing (including reordering), and deleting are each allowed separately.
Where to find technical references
âĄď¸ Click your Profile icon > Settings > Customers > Technical References > View
Your technical references are listed in a table. The first 50 are shown. If you have more than 50, click Load all technical references at the bottom of the table to see the rest.
How to add a technical reference
Click Add new technical reference. A side panel opens.
Enter a name in New technical reference.
Save the technical reference.
The new technical reference is added to your list.
Example: Technical reference name: Water Main Location
Note: Each technical reference needs a unique name. If the name already exists, the technical reference won't be added.
How to manage technical references
Reorder your technical references
Drag and drop a row to move it up or down the list. To move a technical reference straight to the top, hover over its row and click Move to top. This option doesn't appear on the row that's already at the top.
To sort the whole list by name, click Arrange alphabetically A-Z.
The order here only changes your settings list. On the customer record, technical references show in the order they were created.
Edit a technical reference
Click Edit on the row you want to change. The Edit technical reference panel opens.
Update the name in Technical reference.
Save your changes.
The new name shows on customer records. Names must still be unique, so you can't rename a technical reference to match an existing one.
Delete a technical reference
Click Delete on the row you want to remove. The Delete technical reference window opens.
Confirm to delete it.
Important: You can delete a technical reference even if it's in use, but it's removed from every customer record, along with any location details entered against it. There's no Archive option.
How to fill in a technical reference on the customer record
Once the technical reference has been created, update the field on the customer record where this reference applies.
âĄď¸ Locate the customer record > Scroll to the Technical references section > Edit > Enter the relevant details for the property.
For example, if you've created a technical reference called Water Main Location, open the customer record and note specific details such as: "The water main is located outside the front door, to the left." This information is stored on the customer's record, so engineers can find the location details when on-site.
Using technical references on-site
Engineers can view and update technical references directly from the app while on-site. They can access the technical references section in the app by navigating to the customer's work address. They will see a list of the existing technical references that have been set up.
Updating an existing reference: If an engineer needs to add details to an existing reference, they can tap Edit, enter the necessary information, and save it. The updated information will sync back to the web version for the office to view.
What to do if a new technical reference is needed on-site
If the required technical reference isn't already in the system, the engineer can:
Contact the office: They can contact the office directly by phone to request that a new reference be added.
Create an office task: Alternatively, they can create an office task within the app, notifying the team that a new technical reference is needed. The task can be assigned to the appropriate office staff member, who can add the reference.
Once the new technical reference has been added by the office, it will sync to the engineer's app, allowing them to use and update it as needed.
Common questions
Do I still need to type "Delete" to remove a technical reference?
Do I still need to type "Delete" to remove a technical reference?
No, you no longer need to type "Delete" to remove a technical reference. Click Delete on the row, then confirm in the Delete technical reference window.
What happens to customer records if I delete a technical reference?
What happens to customer records if I delete a technical reference?
If you delete a technical reference, it disappears from every customer record, along with any location details entered against it. Check it's no longer needed before you delete it.
Why doesn't the customer record follow the order I set?
Why doesn't the customer record follow the order I set?
The customer record shows technical references in the order they were created. Reordering them in settings only changes the settings list.
Can two technical references have the same name?
Can two technical references have the same name?
No, two technical references can't have the same name. If the name already exists, you can't add the technical reference or rename another one to match it.
Why can't I add, edit or delete technical references?
Why can't I add, edit or delete technical references?
Access is set by each user's Setup Technical Reference permissions, not their role. Viewing, adding and editing, and deleting are each allowed separately, so ask an admin to check yours.