Problem Jobs And How To Handle Them
Here we will take a look at how to process Problem Jobs on the office side of the app after your field worker has flagged one up on-site.
What Is A Problem Job?
These are Jobs that have actively started with worker(s) on-site but one or more Visits have run into show-stopping issues, i.e. something is blocking them from doing or finishing the work. This could be anything but is often things like a lack of access to the site, unsafe conditions, inappropriate tools/materials, emergencies, etc.
When the contractor encounters these problems then they easily flag this on the app by suspending the Job and entering the reason for the problem. This then instantly allows office staff to note the issue and potentially action it to help move things along as well as maintaining an accurate record of the Job's events.
Where Can I See Problem Jobs?
These are best viewed from the Overview page. Problem Jobs get their own big red section!
Clicking into that section gives you a list of outstanding Problem Jobs and on the right you can see the given reason.
How Do I Deal With Problem Jobs?
From here you only have 2 tasks:
- Work out your solution to the problem.
- Remove the problem from the Job by either:
- reinstating the Visit as is for the agent to re-accept and continue on with, or
- cancelling the Visit entirely.
Here's how to work through these on TrackTrade.
Solving The Actual Problem
It's now up to you to decide how to move past this problem! We can't help you here directly but the tools to help handle it are right there.
You might choose to phone or email the customer or the contractor for more info so remember these contact details are only a few clicks away in their respective profiles!
Resolving The Problem in TrackTrade
No matter the problem there are only a few real outcomes:
- The Visit is cancelled entirely. From there you could book in another one or choose to close the Job as a whole.
- The Visit is unblocked and the assigned field staff are free to accept it and continue the work as scheduled. You could optionally change the date/hours at this point too if you wish to reschedule.
Both options are available to you after selecting the red triangle and then clicking the Problem tag listed by the appropriate Visit.
Option 1 to cancel is on the left. Option 2 on the right.
The problem is now considered resolved freeing up the Job to be processed however you see fit!