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Job Types: Best Practices

Mitchell Paul-Soumis Updated by Mitchell Paul-Soumis

What are Job Types

A Job Type is a setting which allows you to customize and control the details of technician visits and scheduled installs. By creating several Job Types, you provide your support agents and technicians a versatile tool-belt for providing accurate schedule windows and detailed task requirements on the job.

Making the best use of Job Types means implementing Job types for all situations, implementing Task Templates, and setting up scheduling (both availability and blockers).

Creating and Managing Job Types

The Job Type Creation window is as shown above, offering lots of flexibility in setting up the perfect Job to assign to your technicians. In the table below, you can view the creation fields as well as a description of their purpose:

Enabled

The Enabled Selector determines whether this Job can be viewed and scheduled.

Allow Completion with Incomplete Tasks

This selector determines whether or not the job can be completed and marked successful if some tasks remain incomplete. The tasks are determined by the Task templates configured under Settings > Misc > Task Templates

Name

A descriptive name for the job type, like Residential Install or Data Center Maintenance

Default Length in Minutes

The default length of time assigned for this job, in minutes. This can be overridden when creating the job.

Color

A color used to identify the job type on the scheduling interface.

Icon

An icon/shape used to quickly identify the job type on the Scheduling Interface

All Companies

This selector determines whether or not All Companies configured on the instance can use this scheduled job

Companies

If "All companies" is not selected, this section will allow you to select which company will be able to schedule this job

Account Status upon Completion

This section defines automatic status change upon successful completion of the job. This filed can be left blank if there should be no change.

Account Status upon Failure

This section defines automatic status changes upon failure of a job. This field is used primarily for installation type jobs, along with an appropriate Account Status

Ticket Group Upon Completion

This field determines where a created ticket will be placed when a scheduled job is marked as successfully completed.

Ticket Group Upon Failure

This field determines where an automatically generated ticket will be placed if the job fails.

Services

This selection field allows you to choose which service to automatically add after the job has been successfully completed. This service will automatically be pro-rated if it doesn't align with the set billing cycle

Task Templates & Jobs: Working Together

Using Task Templates when creating Job Types allows you to directly instruct your technicians on what needs to be completed before leaving the customer premises. Using Task Templates means saving time on similar jobs, removing the need to manually insert a long list of tasks on duplicate jobs. Additionally, if you expect some scenarios where not all tasks will complete, then making use of "Allow Completion with Incomplete Tasks" carries forward that versatility.

Using Automated Triggers

While configuring your Job Types, you're provided two automation and integration parameters.

When making use of the "Account Status upon" rule, whichever account has the job scheduled will automatically change account statuses upon completion or failure of the job, depending on which field is being used. If both fields are enabled, then they will both be active and used depending on the result of the job.

The "Ticket Group upon" triggers are similar in functionality to the "Account Status upon" triggers, with their result varying depending on the outcome of the job. However in this cases, rather than changing the account itself, a ticket is created upon job close-out, with the final destination of the ticket being determined

Managing Job Types

With Job Types in your instance, you have the option to create as many job types as suit your need. If you find that you no longer require a certain job type, Sonar gives you the option of disabling those job types. By disabling the job type, technicians and support agents will not be able to schedule this job, but past schedules and job reports will continue to display the job.

Schedule Availability & Job Types

Another aspect of Managing Job Types to consider is how they work with schedule availability. If a job is set to take 2 hours, only technicians with room in their availability schedule will be visible when assigning this job.

When setting a length in minutes, it's important to be realistic. The less your support staff are needing to manually update the length, the faster a job can be scheduled

Example Job Types

In this completed Job type form, you can see a typical representation of what an installation could be like.

When this job is added to the schedule, it will consume 120 minutes on the technician's schedule, requiring sufficient free time to allot for travel to and from the destination, around any existing schedule blockers (and within limits of availability).

Additionally, all companies added in the instance will be able to view and use this Job Type - not only is that selection enabled, but no services are being added by default during this job, removing any possible conflict there.

Finally, touching on the automation and integration portion of the installation, this job is configured both with an automatic ticket and status switch. Upon completing the installation, the account will become active, and a ticket created for the Onboarding team to ensure the customer understands their service. If the installation fails, a ticket is created in the Support queue, and the account is set to Failed Install for ease of filtering.

Finally, the tasks to follow are set in a task template titled "Install Tasks".

For more information on task templates, take a look at the knowledge base article on that topic.

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