The Job Record provides a central location to manage all aspects of a job. The tabs along the top of the job record screen help users navigate and update details efficiently. Each section below corresponds to a tab, providing a breakdown of its purpose and use. Use Intercom’s expandable sections feature to structure the content for improved readability. Place content inside expandable sections where users can click to reveal details.
Details
This tab provides a comprehensive view of the job and is divided into multiple sections.
Job Overview
The top panel summarises key job attributes:
Job number: A unique identifier for the job.
Job contact: The customer responsible for the job.
Job assigned to: The engineer(s) allocated to carry out the job.
Job description: A short description of the job.
Service type: The category or type of service being provided.
Address: Where the job will take place.
Expanded Job Overview (Two Dots)
Expanded Job Overview (Two Dots)
Clicking the two dots at the bottom right of the Job Overview reveals further details:
Created by: User who initially created the job.
Created on: The date the job record was first generated.
Last modified: The most recent edit date.
Skills: Tags used to specify specialist knowledge or engineer qualifications (e.g., gas).
How to Edit Job Details
How to Edit Job Details
Click the Edit button to update any job information.
A form loads to be completed.
Update the Job description, Skills, and Job notes.
Mark whether it is a Service job, which triggers relevant workflows.
Select a Service type from a predefined list.
Choose any number of optional dropdowns:
Additional job types
Priority level
User group
Business unit
Job pipeline
Set an Expected completion date.
Link Assets and manage them directly from this screen.
Enter financial fields such as Quoted amount and Customer reference.
Assign engineers using the Job assigned to field.
Use the This job is complete checkbox to flag a job as done and ready for invoicing. Note that engineers typically mark jobs complete via their mobile app.
All these fields work together to define the scope, assignment, status, and logistics of the job.
Open office tasks
Displays any active internal follow-up tasks.
Diary events
The diary/schedule is the central hub for managing engineer activities throughout the day, week, month, or even year. You can add multiple events/appointments to a single job. Each entry indicates the date and time an engineer is scheduled to visit a property to carry out work.
How to schedule a new appointment for an Existing job
How to schedule a new appointment for an Existing job
Begin by searching for the customer or work address you want to schedule an appointment for.
Click the name of the customer or address to open their account.
Go to the section labelled On going work
Click 'View' next to the relevant job.
You will now see the job details and any existing appointments.
Scroll to the Diary/Schedule section.
Click Add new diary event / Add new appointment'.
Enter the necessary information and click Save.
How to schedule a new appointment from New job
How to schedule a new appointment from New job
Create a new job and begin entering the job details as usual.
Tick the checkbox that says you want to book an appointment.
This will take you directly to the diary/schedule view.
A side-panel will appear showing all job and appointment details.
Review the information and make any final changes.
Click Save to confirm the booking.
See article for more details Diary and Appointments
Office Task
This section allows users to create internal office tasks related to the job. These are not visible to engineers and are useful for administrative follow-ups.
How to creating an office task
How to creating an office task
Click into the box under the 'Office tasks' section to begin typing your task details.
Use the '@' symbol followed by the user's name to assign them the task. Once the task is saved, the assigned user will receive a notification.
Use the '#' symbol to add labels (e.g., #urgent). These labels help filter and categorise tasks when running reports.
Click Save to log the task.
How to view assigned tasks
How to view assigned tasks
Assigned tasks appear as a red icon (for your tasks) or white icon (unassigned) at the top of your screen.
Click the icon to view tasks in a panel. You can click on blue text (e.g., customer name) to navigate directly to that section.
How to manage office tasks
How to manage office tasks
Complete a task: Click the checkbox next to the task. It will disappear from your active list.
Edit a task: Click 'Edit' > Make changes > Click 'Save'.
Delete a task: Click 'Delete' > Type "delete" in the confirmation field > Click 'Delete'.
Parts
This tab allows you to manage all parts related to the job — whether you're adding new parts, selecting existing ones, using part kits, or linking items through a purchase order.
How to add new parts to a job
How to add new parts to a job
Navigate to the Parts tab within a job.
Click Add new part.
A side module will appear with fields for:
Industry (part type)
Category (custom category from your system)
Manufacturer’s part number
Default install time
Cost (base cost without markup)
Markup % (your company’s markup percentage)
VAT (tax rate to apply)
Additional dropdowns for unit, availability, etc.
How to select existing parts
How to select existing parts
Click Add new part and use the dropdown to select from parts already in your system.
When selected, enter the quantity, cost, markup, and VAT.
Use View supplier price list to check and compare pricing.
Use the Add new part button to open a dropdown of saved parts.
Adding Parts via Part Kits
Adding Parts via Part Kits
Click Add new part, then choose a kit from the dropdown.
The parts inside the kit will appear pre-filled.
Adjust quantities, costs, and statuses for each line as needed.
Adding Parts via Purchase Orders
Adding Parts via Purchase Orders
Go to the Costs tab and click Add new purchase order.
Select the supplier, search for parts, and add them to the PO.
These parts will then appear in the Parts tab and can be managed from there.
Part Statuses (After Adding)
Parts can go through the following statuses:
Requested: Added but not marked as available or on order.
On Order: Marked for ordering.
Available: On the system but not marked as picked.
Picked up: Collected but not yet installed.
Installed: Successfully added to the job.
Cancelled: Never installed/picked after marking.
Returned: Installed but later returned.
Certificates
This tab houses both Forms and Certificates related to the job. Use this section to manage documentation and ensure clients receive proper compliance or inspection paperwork when required.
Forms
Forms are digital documents that can be created, edited, and completed from both the web and mobile app.
Each entry shows the name, form number or draft status, creation time, and whether it was sent to the customer.
You can edit, delete, or send forms using the action buttons, which appear when you hover your mouse over the right-hand side of the form row.
See article Creating and managing forms
Certificates
Certificates are official documents that cannot be created or edited on the web. They are created exclusively via the mobile app when an engineer completes the relevant certificate workflow.
Only pre-configured certificates will appear in the list once completed in the field.
You can view, send, or delete certificates from this screen, but not modify them.
See article List of available certificates
Each row includes:
Name of the form/certificate
Number or draft status
Type: Form or Certificate
Created user and date/time
Sent to customer date
Last updated by whom and when
Notes & Communications
This tab provides a timeline view of all communication events and notes associated with the job. These records include internal notes and external interactions such as emails, phone calls, and SMS messages.
Timeline and Filters
The timeline is sorted by date, and each entry displays icons to indicate the type of communication.
Use the following filters:
Search: Type any text to dynamically filter the results.
Date: Specify a date range or use pre-defined presets.
Type: Choose from Notes, Print, Phone Call, SMS, or Email.
Use the print and download icons to export the timeline if needed.
Communication Actions
You can log or send a new interaction from this tab:
Add new email
Add new email
Sender: Choose from available connected email addresses (if SMTP is set up).
Recipients: Use stored contacts or enter manually.
Templates: Select from predefined email templates and amend as needed.
Attachments: Add files already uploaded to the job.
Schedule activity: Optionally set a follow-up activity with a checkbox.
Expand widget: Resize the email window as needed.
Emails sent from this tab log automatically in the timeline and will show if they were opened by the recipient.
Send new SMS
Send new SMS
Recipient: Must be a stored mobile number (no landlines).
Templates: Use predefined SMS templates or write a custom message.
Recipient: Must be a stored mobile number (no landlines).
Templates: Use predefined SMS templates or write a custom message.
Add phone call
Add phone call
Number: Choose from stored contacts.
Type: Select inbound or outbound.
Call details: Add a description of the call.
Add new note
Add new note
Provide a title and body.
Tick Share on mobile if you want engineers to see it.
Tick Mark as important for notes that should stand out (e.g., client vulnerability).Provide a title and body.
Use this tab to log and retrieve communication history across all job-related interactions — helping ensure accountability and consistent service.
Reminders
This tab allows you to add reminders to a job, which is useful for prompting employees to complete follow-up tasks such as collecting parts, calling clients for appliance details, or confirming access.
How to Add a Reminder to a Job
How to Add a Reminder to a Job
Navigate to the job overview page.
Click the Reminders tab.
Select Add new reminder.
On the reminder form page:
Click the calendar icon to choose the reminder date.
Enter the note or task message.
Select one or more users to assign the reminder to.
Click Add reminder to save.
The selected users will receive a notification on the specified date. Reminders help ensure that key actions tied to the job are not overlooked.
Attached Files
This tab allows you to upload, store, and access any files or photos related to the job. These might include images of completed work, appliance documentation, signed forms, or customer communications. Files added here become part of the job record and can be referenced later for audits, disputes, or internal reviews.
You can upload files from both the web interface and the mobile app. This is useful for adding supporting documents, photos of completed work, or relevant paperwork to a job record.
File Upload Guidelines
When uploading files to Commusoft, please follow these requirements:
Maximum file size: 32MB
Maximum file name length: 75 characters
How to Attach Files to a Job
How to Attach Files to a Job
Go to the Customers page.
Find and select the relevant customer.
Locate the job under the customer record and click View.
In the job overview, go to the Attached files section.
Click Add a new file.
Click Upload a file, then choose the file from your device.
🔎 Tip: Files must be under 32MB and the file name must not exceed 75 characters.
How to View an Attached File
How to View an Attached File
From the job's Attached files section, locate the file you want to view.
Click the plus (+) button next to the file.
Select View to open the file.
How to Download an Attached File
How to Download an Attached File
In the Attached files section of the job, find the file.
Click the plus (+) button.
Select Download to save the file to your device.
Invoices
This tab displays all invoices linked to the job. Each entry shows the invoice number, type, amount, status, and related dates.
Invoice Types
Additional Invoice – For extra charges not covered by the original job quote.
Interim Invoice – Used to invoice in stages or by milestones.
Pre-Final Invoice – Sent near the end of the job but prior to final sign-off.
Final Invoice – Marks job completion and full billing.
How to Create an Invoice on a Job record
How to Create an Invoice on a Job record
Navigate to the Invoices tab within the job.
Click Add new invoice in the top-right corner.
Select the invoice type you wish to create (Additional, Interim, Pre-Final, Final).
Enter the invoice details:
Line items, description, quantity, cost, VAT, and totals.
Save the invoice as a draft or proceed to finalise it.
Click View in the Actions column to open the invoice and:
Send it to the customer
Mark it as paid
View balance and payment status
The summary section on the right shows the totals for:
Total invoiced
Total paid
Total credit
Remainder to collect
Draft invoices appear at the bottom of the tab until completed and sent.
You can also view invoice history, payment status, and take follow-up actions from this tab. From the View screen of an invoice, you can also add payments or raise a credit note if adjustments are needed.
Costs
This tab gives you a complete breakdown of all financial entries related to a job, supporting accurate tracking of both internal costs and client charges. Each section tracks a specific type of cost, and if no data is present, a default of £0.00 is shown.
Labour
These values are pulled from the user profile unless overridden on the job or customer.
Cost Rate: The internal cost per hour to your business (e.g., engineer wages).
Sales Rate: The rate charged to the client for the same labour.
Example
Example
If an engineer works 2 hours at a cost rate of £20/hour and a sales rate of £50/hour:
Internal cost = £40
Client charge = £100
How to add labour to a job
How to add labour to a job
Click Add new cost within the Costs tab and choose Labour.
Select the date of the work.
Choose the engineer who completed the job.
Choose between:
Input one total (combined time and cost)
Break down by labour and travel (for separate cost entries)
Enter the total cost.
Click Save to apply the labour entry to the job.
Travel
Covers vehicle usage such as fuel and depreciation.
Travel costs are controlled by a global travel rate set in your system settings.
Does not include engineer time.
How to add travel to a job
How to add travel to a job
Click Add new cost within the Costs tab and choose Travel.
Select the date of the travel.
Enter a description for the trip (e.g., 'Return visit to site').
Choose the engineer.
Enter the total travel cost.
Click Save to add the entry.
Does not include engineer time.
Open Purchase Orders
This section is used to track the cost of parts or subcontracted services that are linked to a specific job. It ensures there is a visible connection between your purchase order records and the related job.
Creating a Purchase Order for a Job
Creating a Purchase Order for a Job
Locate the job you want to add a purchase order to by using the customer search, job number, or 'Ongoing works' section.
Click the Costs tab and scroll to the Open Purchase Orders section.
Click Add new purchase order.
Complete the purchase order form:
Select a supplier.
Choose delivery method.
Search and select parts (items are pulled from your existing list in system settings).
Review quantities and pricing.
Click Add purchase order to save.
If part prices are stored against the supplier, the system will display colour-coded icons indicating the age of that price:
Green: Price is less than 30 days old
Amber: Price is less than 60 days old
Red: Price is more than 60 days old
Supplier Invoices
This section is used to record and track supplier invoices manually against a job. These entries typically reflect parts or services procured from suppliers that are not tied to a purchase order.
How to Add a Supplier Invoice to a Job
How to Add a Supplier Invoice to a Job
Go to the Costs tab within the job.
Scroll to the Supplier Invoices section and click Add new supplier invoice.
Complete the top fields:
Supplier: Choose from your configured list.
Date: Set the invoice date.
Invoice number: Enter the supplier's reference.
Use the Upload invoice button to attach a PDF if needed.
In the Items section below:
Add a row for each item.
Fill in Quantity, Unit cost, Sale price, and VAT.
Select a Nominal code for reporting purposes.
Totals will calculate automatically, showing subtotal, VAT, and grand total.
Click Add supplier invoice to save.
This keeps your cost reporting aligned with what has actually been invoiced by suppliers, supporting margin accuracy and financial tracking.
Returns
The Returns section lists any returned parts associated with this supplier raised against the Parts tab of a job. This area ensures returned materials are accounted for in the overall job cost and inventory handling.
Each return entry includes the following fields:
Reference ID: Internal return identifier
Part name: The specific part that was returned
Quantity: Number of units returned
Unit cost: Per unit cost of the returned part
Total (exc VAT) and Total (inc VAT): Automatically calculated
VAT: Tax rate applied to the return
Date: When the return was logged
Credit received: Yes/No indicator of whether a credit has been received
Job number: Related job the return applies to
Job date: Date the job occurred
Customer name and address: Contact and location for the job
Supplier invoice number: The associated invoice if applicable
Created by / Created on: User and timestamp of return record
Raise Credit Note
Raise Credit Note
If the return qualifies for reimbursement:
Click Raise credit note to generate a credit based on the returned part(s).
Follow the standard Add credit note process.
Credit Note Not Required
Credit Note Not Required
If you're retaining the part for future reuse:
Click Credit note not required
Type Confirm when prompted
Click to finalise — this logs the return without issuing credit and returns the item to inventory
Credit Notes
Tracks credits from suppliers or adjustments to clients.
Useful for reconciling billing errors.
General Items
Manually entered items like internal stock or job expenses.
Pulled from your stock control or added directly.
Summary Totals
The bottom section of the tab shows:
Total: The combined cost of all listed items.
Taxes: Based on your system’s configured tax rules.
Grand Total: Final total of all cost elements, including tax.
Additional Works
This tab lists extra jobs or appointments that are connected to the original job — often used for follow-ups such as no-access visits, remedial work, or additional services identified during the main job. If your account was created after April 2025, this tab may not be visible.
See article Add additional works
Items to Invoice
This tab displays all line items that are marked for future invoicing. These can include pricing items, labour charges, and other billable services or materials.
Each entry includes:
Type: The category of charge (e.g., Labour, Pricing item)
Description: Details of the service or product
Quantity: Units or hours being charged
Unit price: The rate per unit
VAT: Tax rate applied
Total (exc VAT): Calculated total before tax
Actions: Options to remove or adjust line items
These items are usually pulled in automatically from pricing or time entries but can also be added manually. Once you're ready to invoice, these line items can be selected to populate the invoice without re-entering details.
Use this tab to:
Review and validate what’s been charged
Avoid duplicate or missed charges
Ensure clear alignment between job costs and customer billing
Opportunities
This tab links to opportunities associated with the job or customer. Opportunities are typically used to manage and track potential follow-on work. If an engineer identifies additional work while on site — such as an upgrade or repair beyond the original job scope — they can raise an Opportunity of type Recommendation. This feature is available from the job record and replaces the legacy 'Additional Works' tab for newer accounts.
How to add a recommendation opportunity from a job
How to add a recommendation opportunity from a job
Go to the job record.
Click the Opportunities tab.
Click Add new opportunity.
The form will automatically set the Type to Recommendation.
Fill out the required fields:
Description and Pipeline
Notes and any relevant Assets
Site information, User group, and Salesperson
Optionally add Tags, Photos, or Reporting lines
Click Save to create the opportunity.
This recommendation will now be visible in your Opportunities list and can be followed up with quotes or tasks as needed.
Quick Links
The Quick links dropdown on the top-right of the job record provides shortcut actions grouped by function:
Place job on hold
Putting a job on hold temporarily pauses its progress. This is typically used when the job needs to be delayed — for example, due to customer availability, access issues, or awaiting parts. You can predefine on-hold reasons via System Settings to ensure consistent usage. Jobs on hold can still have diary events scheduled. If a reminder is set during this action, it will appear in the Reminders tab of the job.
How to Place a Job on Hold
How to Place a Job on Hold
Search for the customer name.
Under Ongoing work, click View for the relevant job.
In the job record, click Quick links.
Select Place job on hold.
Choose a reason from the dropdown.
(Optional) Tick Set a reminder to schedule a follow-up.
Set the reminder date and user to notify.
Click Save.
How to Remove a Job from On Hold
How to Remove a Job from On Hold
Navigate to the job record.
Click Quick links > Remove on hold status.
Type Remove in the field.
Click Remove to confirm.
See also On hold reasons
See also Job status widget
Send job report
Email or print a summary PDF of the job. This can be triggered automatically at job completion or sent manually.
How to Send a Job Report
How to Send a Job Report
Navigate to the job record.
Click the Quick links dropdown in the top-right corner.
Select Send job report.
A side panel will appear with a PDF preview of the report.
Click Email or Print using the purple action buttons at the bottom of the panel.
These actions will be logged in the communication timeline.
To control the layout and content see Job report PDF layout
Free of charge job
Mark the job as not billable. This is often used for customer goodwill, warranty issues, or internal training visits.
How to Mark a Job as Free of Charge
How to Mark a Job as Free of Charge
Navigate to the job record.
Click the Quick links dropdown at the top-right.
Select Free of charge job.
In the popup form, choose a reason from the dropdown.
Enter any additional details explaining the reason.
Click Save.
This flags the job as not billable and helps clarify the intent internally and in reports.
Create recall
Generate a follow-up job flagged as a recall.
How to Create a Recall
How to Create a Recall
Go to the job record that needs to be recalled.
Click the Quick links dropdown at the top-right corner.
Select Create recall.
Fill in the recall job form:
Select the Customer contact.
Add a Description of the issue.
Choose any applicable Skills.
Use the Who's to blame? dropdown to record the responsible party (defaults to the original engineer).
Fill out any other job fields as needed (notes, service type, user group, etc).
Optionally tick Book into diary to open the diary booking flow.
Click Add recall to generate the linked follow-up job.
This recall job will be created with all relevant links and audit trail from the original job, making it easy to track post-job issues or warranty work.
This is useful when a previous job needs additional attention — for example, if the issue reoccurs shortly after completion.
Link job as a recall to another job
Convert this job into a recall by linking it to an earlier job.
How to Link a Job as a Recall
How to Link a Job as a Recall
Navigate to the job that needs to be converted into a recall.
Click the Quick links dropdown at the top-right.
Select Link job as a recall to another job.
Use the dropdown to choose the original job this one should be linked to.
Click Confirm link.
This action will turn the current job into a recall, preserving all job history and creating an audit trail connected to the earlier job.
Abort job
Cancel the job before completion. Common use cases include admin error or customer cancellation.
How to Abort a Job
How to Abort a Job
Navigate to the job record.
Click the Quick links dropdown.
Select Abort job.
Choose a reason from the dropdown (set in your system settings).
Optionally, add a note explaining the reason.
Click Save.
Once a job has been aborted, this action cannot be undone.
Delete
Permanently remove the job record from the system.
How to Delete a Job
How to Delete a Job
Navigate to the job record.
Click the Quick links dropdown.
Select Delete.
In the confirmation popup, type DELETE in the input field.
Click the red Delete button to confirm
This action is irreversible. Once deleted, the job record cannot be recovered.
