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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 Scheduling menu.
Click 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.
Note: Always try Equipment ID first, followed by the Serial Number. Search by Site only if the equipment cannot be identified.
Select the correct result.
Click Raise Call via the Action Tray.
Creating a Reactive Job (Equipment Method)
Always search for the equipment first. Only raise against the site when the equipment genuinely cannot be identified.
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. If a charge code requires changing, you can adjust it at the job and task level.
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)
Enter the estimated time required to complete the job. When the job is allocated to an engineer in the diary, the Estimated Hours determine how much time is booked out for the job.For example, if 2 hours are entered, allocating the job will reserve two hours in the engineer’s diary.
If the column isn't visible, check that it's enabled via the drop-down.
Many businesses default repair jobs to 1 hour, but this can be adjusted where a more accurate estimate is known.
Next, click Raise Unissued Job.
This allows dispatchers to assess an engineer's location, availability and workload.
Raising against Equipment automatically brings:
Service history
Asset history
Warranty information
Previous repairs
Associated records
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.
Recap
Always search for the equipment first and raise the job against the equipment record whenever possible. Raising jobs against equipment preserves the asset's service history and ensures all future work remains linked to the correct asset. Only use the Site method when the equipment cannot be identified at the time the call is logged.
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. |