Job Window
Resize the window so you can see all the fields, either by dragging a corner
of the window or using one of the options from the Window menu.
Insert Problem and Solution from Knowledgebase
Clicking this will display a list of knowledgebase items, selecting one will
insert the values into this Job. If the Solution field is not available (because
the job status is not "closed") then only the Problem will be copied
from the knowledgebase.
Problem Summary
Enter a description of the problem in the field labeled Problem e.g. 'Hard disk
is making a strange noise'.
To Do
Enter a description of any actions that must be carried out before a successful
completion of this Job e.g. 'Check if there is a backup of this user's data'.
Status
Either Open, On Hold or Closed.
Time/Money Spent
You can specify how much has been spent on this Job in terms of both time and
money. The Time Spent field will automatically increment for each minute you
have this window open. If you wish (and you have the appropriate privilege),
you can overwrite this with your own value (after which it will stop increasing
automatically).
Contact
You must specify which individual raised this problem. The system uses a hierarchy
of:
Customers
Departments
Contacts
Click the drop-down list to show a list of all Contacts (the database has one
contact initially) and select one.
Depending on your chosen Organization Structure,
the Customer and/or the Department information may not be shown
If you have opted to use search boxes instead
of drop-down lists, you will see a box you can type into. You may type a
full or partial Surname or Forename. Shortly after you move to one of the other
fields, the system will try to identify the contact precisely and complete the
rest of the contact information for you. If there are several possible matching
contacts or none, the system will display a list of matching contacts. You can
also search for a Contact by clicking the Search button (labeled "...").
Asset
If you wish to record which Asset is causing the problem, select it from either
the drop-down list or the search box. |f you are using drop-down lists, you
will see an additional button (labeled "#"), which allows you to choose
which Assets are shown in the drop-down:
- Assets assigned to this Contact
- Assets owned by this Contact's Customer
- All assets
If you have opted to use search boxes instead of drop-down lists , you will
see a box you can type into. This works the same way as the search box for Contact.
You can enter a full or partial Asset number, Description, Manufacturer, Model
Number or Serial Number and the system will attempt to find the closest match.
Category
This is always shown as a drop-down list, with a button labeled "+"
to allow you to add a Category. If you have specified Category-specific Priorities,
changing the Category may mean a change in Priority.
Priority
This is always shown as a drop-down list, with a button labeled "+"
to allow you to add a Priority. If you change the Priority, the system may wish
to change the target date/time - to disable this functionality, select Tools,
Personal Preferences. In the Jobs section, uncheck the box named "Reset
Target Date/Time when change Priority".
Actioned By
Select the Operator who carried out this Action. If you only have privileges
to see your own Jobs (see Operator Window) then
this drop down will be disabled.
Pass To
If someone else should deal with this Job next, select the Operator. It defaults
to the logged in Operator.
Target
This is the target date and time that the job should be completed by. When you
log a new job the target time is determined by the Priority chosen, but you
may change the value.
Actioned At
This defaults to the current date and time, however you may alter the value.
Custom1/23/4
Optional. These fields may have renamed (see custom
fields). You may enter up to 255 characters or select an item from the drop-down.
Display the Job Sheet report for this Job when saved
The job sheet is designed to be printed and completed on-site by an engineer,
it is input to the system when they return. If you understand html, you can
modify this report yourself
Notes
If you need to add more extensive notes, click the Notes tab on this window
and enter them there. Anything you type into the Notes will be moved to the
History when you save.
Linked Files
Click this tab to edit the files that are linked to this Job. NB any changes
to the links are saved even if you cancel the main Job Window.
History
This shows the complete audit trail of everything that has happened to this
Job. You cannot edit the History and it will be empty for new jobs.
Mail Contact, Mail Pass-to
Determines if an e-mail is sent to the Customer Contact and the Operator which
this Job has been assigned to.
Preview Message
Check this if you wish to see the e-mail before it is sent.
Save Button
Saves all your changes and closes the window.
Save and Create Child Job
Just like the Save button, in addition it will create a Child Job with this
Job as its parent.
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