Service Jobs

Introduction

The service jobs feature focuses on residential customers, allowing you to establish services according to asset compliance.

You will be able to select service frequencies (Weekly, Monthly, Quarterly, Annually) and customize reminder letter templates.

Once configured, services can be applied to customers and sites, generating service jobs and reminders based on set frequencies and target dates.

This guide will walk you through all of this and help you to set up services, while making sure you remain compliant along the way.

Setting up a Service

To set up your services, navigate to Settings > Library > Service Jobs.

From here, you can click on Create Service Job.

Enter your Service Name, Recurrence Frequency and Job Type.

You can also choose to tick the ‘Exclude Weekends’ if you wish for the service jobs to only include weekdays.

If you choose ‘Other’ under the Recurrence Frequency, you’ll get the option to choose your own frequency, in weeks, months or years.

Click Save - Now your new service will show in the list and is ready to set up against your customer.

Allocating a service to a Customer

To allocate a service to your customer, navigate to Customers > All Customers > choose your customer > Configuration tab.

Next, scroll down to the Service Job Library section and click Add Service.

You will only be able to select services that already exist in your library.

Then you can setup the Visit Reminder Letter, by entering the First Reminder and Appointment Gap, in weeks or days as required.

First Reminder: When you would like to send the first reminder letter, in preparation for a visit, before the compliance expiry date.

Appointment Gap: How long after the initial letter do you want the visit to take place.

Keep in mind to leave enough time in case of No Access visits / further reminder letters too.

Visit Move Tolerance: This allows you to set a limit for moving Service Job visits. If you do need to move a visit, this setting will only allow you to move the visit up to the number of days/weeks you have selected.

Reminder Letter Templates: You may choose service letters if you have set up custom templates, however you can leave these blank and the system will automatically use the system default found in Settings > Document Templates > Service Letter

Mark Escalation From: This is where you can set a point of escalation based on your reminder letters. Once a visit is marked as an escalation, it moves to the Escalations tab within the Jobs > Service Job Letters page. All corresponding documents (an escalation letter, job sheet, reminder letters and no access forms) are available to download or email as a zipped folder, as evidence to your customer, for contractual completion. Your job will then be marked as Completed, automatically.

You can add more than one service against a customer if required.

Allocating a service to a Site

The next step is to set up the Service jobs against your site.

So, to do this, go to Sites > All Sites > choose your site > Service Job > Add Service.

You will only be able to select services that have already been set up against the customer.

Choose the Service and then enter the Last Service Job Completed Date and a Customer Order Number if you wish.

The system will currently automatically assign all assets associated to the site.

Click Save and now you can see your site service job details.

If you wish to edit the service, click the pencil icon on the right – you can make changes to the Last Service Job Completed Date and the Order Number.

If you want to delete a service, click the icon and then confirm you are happy with the action.

Service Job Visits

When you create a Service Job under your site, the system will automatically generate a visit under ‘’Appointment’’, which is yet to be allocated.

See the bottom of this guide for a full example.

You can view this, by either clicking the job number from the Site > Service Job.

Or you can click into Jobs > All Jobs to search for jobs manually, as normal.

Once you are in the Job Details screen, click the Visits tab to view the Visit with the unallocated appointment booked in.

This will also show under the ‘’Appointment’’ column via the Planner.

If you click Engineers > View Planner, you can then click the Filters option to choose ‘’appointment’’ to display, as you would with any other engineer. This will then show all visits that are yet to be allocated to an engineer.

These visits are provisional and cannot be deployed at this stage as they are not yet assigned to an engineer.

When you are ready or when the appointment has been confirmed, you can assign and deploy to an engineer as normal.

Service Job Letters

To send out your letters, firstly navigate to Jobs > Service Job Letters.

This screen will display all services you have set up, with tabs for outstanding letters, Emailed letters, Printed Letters and Escalations.

The outstanding tab will show letters that have reached or passed their scheduled date and have not been emailed or printed yet.

The list view will show you the most recent letter sent for each service job, while the ‘quick view’ icon will allow you to see an overview of the letter history.

You can Batch Email or Batch Print by clicking the relevant option in the top right.

Filter your letters as required, or choose the outstanding tab, and then click the preferred batch option.

Batch Print:

Batch Email:

In order to batch email, the site associated with the service will need to have a valid primary contact with an email address.

You will be prompted if any sites do not have a valid email address. You can either click into the site to add the contact email, or Proceed Anyway to continue with the rest of the letters in the meantime.

You may edit the email contents here if required, and then click Next.

The system will send the letters and notify you once complete.

You can also view / send the service letters per job via Jobs > All Jobs > click job number > Info > Service Job Letters.

This screen provides all of the details of the service and letters, but also allows you to Print / Email the letter again / individually if needed.

If you send the letter after the Scheduled Date, you will see a red icon next to the Sent Date to indicate the letter was later than scheduled.

The Sent Date will indicate the first action only. For example, if the letter is emailed on the 1st August, and then printed on the 3rd August, the Sent Date will always state 1st August.

No Access

If your engineer goes out to site and is unable to access the property, they can mark the visit as ‘’No Access’’ on the mobile app.

Individual visit screen - No Access button:

All Visits list - three dots:

This will then trigger a 2nd reminder letter to be scheduled with the current date, ready to be emailed/printed again

The system will then auto generate a second service job visit on the basis of no access, which you can again allocate and deploy to an engineer when required.

You can also enable a ‘No Access’ form to be completed, if you require.

This can be set up via Settings > System Set up > tick ‘Enable No Access Form’

Once this has been enabled, you’ll be able to see a No Access form section within the Settings > System Set up > Forms tab and via Job > Job Forms

Now, if you were to click No Access on the mobile app, the form will pop up, pulling your reason through automatically.

The form will be available in the back office via Forms Logbook on the menu, or via Info > Forms Logbook within the job, as normal.

Each job can have up to 3 letters against it. If there is still no access after this process, you can hand this back to your client as your side of the compliance is fulfilled.

Setting up letters and email templates

There are system defaults in place for the reminder and escalation letters as well as the email templates, however if you do wish to edit or create your own feel free to do so.

To edit or create your own letters, click Settings > Document Templates
You can then click on ‘Service Letter’ or ‘Escalated Service Letter’ as needed.

If you require further assistance with document templates, click here to read our guide.

To set up or amend the email template, click through to Settings > Email, here you can edit your Service Letter or Service Letter Escalations templates.

Example:

I have set up my Service – Recurrence frequency – Annually
I have set up my Customer – First Reminder – 6 weeks
I have set up my Customer – Appointment Date Gap – 1 weeks
I have set up my Site - Last Service Job Completed Date – 03/10/2022

So:

My letter is scheduled for – 22/08/2023 (6 weeks before expiry on 03/10/2023)
My provisional appointment – 29/08/2023 (1 week after letter as per appointment gap)

Keep in mind to leave enough time in case of No Access visits / further reminder letters too.

Further Support

For further information or assistance on the above, contact our Support Team on 0800 326 5561 or email support@joblogic.com. Alternatively, our Customer Success Management team can be reached by emailing accountmanager@joblogic.com.

Publishing Details

This document was written and produced by Joblogic’s Technical Writing team and was last updated on the date specified above. Be aware that the information provided may be subject to change following further updates on the matter becoming available. Additionally, details within the guide may vary depending on your Joblogic account’s user permissions.