Jim2® Business Engine Help File

Booked

Booked

N/A

N/A

Active

N/A

All new tickets (jobs) hitting the system. All those expected to monitor for these jobs should have this list published to them.

Tickets start in this status and, under most circumstances, will only be on Booked once. Upon leaving Booked, they wouldn't go back again. Booked jobs are checked, fault descriptions updated, client contact assigned, priority updated, Name assigned (individual or team), documents attached, comments added. It is the changed to Proceed.

Each technician will then have a set of lists they use to drive their daily work priorities.

Proceed

Proceed

N/A

N/A

Active

N/A

New assigned tickets ready for work to be done, and has all that should be required to proceed.

Unread

N/A

Self

All Staff

All

N/A

An Unread list ensures any new email that arrives, which is automatically attached to a ticket, is brought to the attention of the appropriate user.

New Tickets

Booked

Self

Varies

Active

N/A

The purpose of the New Tickets list is to allocate new tickets to the relevant available staff. Other staff would not require access to this list. In this instance, the list counter helps to flag to staff when a new ticket arrives. This would also have Name assigned as Logged User.

My HOT Tickets

N/A

Self

All Staff

Active

HOT

Adding a priority of HOT helps staff to differentiate particular tickets from all other tickets being worked on and indicates they must be prioritised. An alternative label might be URGENT.

My Tickets

N/A

Self

All Staff

Active

N/A

The My Jobs list presents a full list of all tickets allocated to a specific user.

Call

Call

Self

All Staff

Active

N/A

Placing a ticket on Call status and keeping a list of these tickets suggests you are waiting on a client to respond or when you are required to call the client.

Sent

Sent

Self

Technicians

Active

N/A

Ticket has been left in the client's hands to come back to you. However, the technician retains ownership of the follow-up (Overdue list is a good way to prompt this), ie. set Due Date to date to follow up.

Wait

Wait

Self

All Staff

Active

N/A

Wait list status flags when a client has advised they will get back to you and there is no immediate action to be taken by your staff.

Problem

Problem

N/A

Varies

Active, Finished

N/A

Problem list indicates tickets that need attention prior to being invoiced. Jobs in this list would also include associated comments detailing what the problem is.

Urgent

Urgent

N/A

Technicians

Active

Urgent

Any ticket that has been assigned to a given technician with a status of Urgent.

Help

Help

N/A

All Staff

Active

N/A

Help lists are useful to flag tickets where technicians and sales staff require help on a ticket. These tickets generally require some process change and further discussion internally.

Parts

Parts

N/A

Purchaser

N/A

N/A

Parts list allows technicians and purchasing staff to flag when a ticket requires stock. A technician will assign a ticket to Parts to highlight the requirement that purchasing staff need to place an order.

Ready

Finish

N/A

Admin

Ready

N/A

Ready list indicates tickets which are ready for invoicing to administration staff.

Overdue

N/A

Self

All Staff

Active

N/A

Overdue list indicates which tickets in your list are overdue and need to be chased up.