A job is the main entity within the HelpMaster that is used for ticketing, tracking and working with. Depending on the configuration, a job can become an Incident, a Problem, a Task, or anything else that you need to log, track and manage.
Think of a job and the thing that you create/log when you take a new service call. The way that is is classified, logged and assigned will determine how it is processed and eventually resolved. Common jobs are logged via Job Templates. Once a job is logged, Workflow can be utilized to ensure that a well-defined process is used to see the job through to completion.
Use the Classification hierarchy screen to classify jobs. This gives the job a specific classification which is useful to identify it's nature. This code is also used heavily in searching, reporting and automation.
Prioritizing jobs is achieved by selected the appropriate priority code in the priority drop-down box. Priority codes are administered via the System Codes Administration screen. Priority codes can also be automatically set via automation via the Priority Manager, or built-in to job templates.
Assigning jobs. Jobs always have to be assigned to either a skillgroup, or an individual within a skillgroup. When a job is assigned to a group, it is referred to as being "Unassigned" to the skillgroup.
A job defines and stores all the information about the problem or issue that a client may have. A job is always associated with at least one client and can be linked to a site, assets, knowledge base articles, and even other jobs. Once a job has been "logged" for a client, all future updates (Actions) are recorded against the job.
A job has a natural life cycle that includes creation, modification, resolution and closure. A job is always "Assigned" to a either a technician (Staff member), or to a Skill Group to be worked upon.
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Job |
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Job Template |
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Linked jobs - simple linking |
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Linked jobs - parent / child relationship |
- The job toolbar. Use these buttons to invoke the action screen, or perform other job-related tasks
- Alerts, + Copy Job + Drag 'n drop support. Click the left icon to copy the job to the HelpMaster clipboard. Drag the right icon and drop it onto another entity to link this job to that entity.
- Clients, Sites and Asset links. This section displays the primary links for the job. Each job can have multiple people, places and things linked to it. The "Links" tab displays all of the links, whereas this section displays only the "Primary entity" for the job.
- Basic classification for the job. Contains :
- Job Type - A broad category to define what type of job this is. A mandatory field.
- Contact Type - How the job was originated. A mandatory field.
- Priority - An indicator of the urgency or non urgency of the matter. A mandatory field.
- Issue - The issue code is a mandatory classification of what type of job this is.
- Job Deatils. Contains the following:
- Summary field - A one line summary of the job
- The details of the job. Can contain unlimited plain text.
- The Action log. Contains information about each Action that is performed on this job. Actions can be sorted and grouped.
- The Linked Entities Explorer (see Links tab). Use this panel to view the different types of entities linked to the job.
- The Entity list display information about the entity type you are currently browsing.
Other details recorded about jobs include:
The job has a lifecycle that includes the following. Remember that you can create/configure the workflow of a job and its lifecycle to anything that your business operations require. The following is just a simple example. Use Workflow for process management.
See also
Concepts
Creating workflow and processes for business operations
