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Reactive Jobs are raised when a customer reports an issue that requires an engineer's intervention, such as equipment faults, breakdowns, or urgent service requests.
Getting There
The quickest way to raise a reactive job is through scheduling a Service Call.
To do this:
Open the Scheduler.
Click Schedule Service Call.
Search for the equipment using one of the following:
Equipment ID
Serial Number
Site (if the equipment is unknown).
Enter the details and click search.
Select the correct result.
Click Raise Call via the Action Tray.
Creating a Reactive Job (Equipment Method)
The most common and recommended workflow is to raise the job against the equipment record.
Raising the job against the asset ensures that all relevant equipment data, service history, and associated information are automatically linked to the job.
To do this:
Search for the Equipment ID or Serial Number
Select the entry and expand the nested grid.
Click Raise Equipment Job via the Action Tray.
When the job form opens, most fields will be populated; fill out the necessary ones if needed.
Some key fields to keep in mind are:
Charge Code: Defaults to the correct code for a repair job. This can be edited if required.
Order Ref: Purchase Orders are often not provided at the time of logging the call. If available, it can be entered here.
Priority: Defaults automatically for repair jobs. Only change this if the job is urgent or VOR (Vehicle Off Road).
Description: Using the Sub Job/ Task section, enter a clear description of the issue for the engineer. Such as "The brake line is leaking, fluid drips out immediately after being refilled. Unknown cause."
Estimated Hours (Optional)
Many businesses default repair jobs to 1 hour, but this field can be used if an estimate is known.If the column isn't visible, check that it's enabled via the drop-down.
Next, click Raise Unissued Job.
This allows dispatchers to assess an engineer's location, availability and workload.
Creating a Reactive Job (Site Method)
If the equipment record is not known, the job can be raised against the customer site, with the correct equipment associated later by the engineer.
To do this:
Search for the Customer Site.
Select the site record and choose Raise Call to Site via the Action Tray.
Complete the job details in the same way.
The engineer can then associate the correct equipment when they attend the site.
Glossary
Term | Link | Description |
Reactive Job |
| A job raised in response to a customer-reported issue requiring an engineer's attention. |
Equipment Record
|
| The asset record within Service Geeni that stores service history, serial numbers, and associated site information. |
Charge Codes
| The billing classification applied to a job (for example, repair or maintenance). | |
Priorities | Defines the urgency of the job. | |
Unissued Job |
| A job that has been created but not yet assigned to an engineer. |
Site
|
The customer location where the equipment is installed or serviced. |