Qlomack JMS: from service request to invoice

Before you start

• Add the customer in Directory → Customers, with any service locations.
• Add your technicians as employees in Directory → Employees, linked to their user accounts so they can see and update their jobs.
• To record parts used, switch on Inventory & Resources (ERP). To invoice jobs, switch on Accounts & Invoicing (CFO).

Log a service request

Requests hold calls, emails and walk-ins until someone turns them into jobs. You can skip this and create a job directly with New job.

1. 1

   Step 1: Open service requests

   Where to find it

   1. Service & Jobs
   2. Service requests
2. 2

   Step 2: Log the request

   Choose New request and fill in Customer, Service location, Received via (Phone, Email, Walk-in, Website, WhatsApp or Other), Priority, the contact’s name and phone, and What does the customer need? Choose Log request.

3. 3

   Step 3: Convert it to a job, or decline it

   On the request’s row, choose Convert to job. Check the Job title, pick a Category, optionally set Scheduled start and Scheduled end, then choose Create job. The description and priority are copied to the job and you are taken to it.

   • To close a request without a job, choose Decline and give a Reason. This can’t be undone.

Schedule and assign the job

1. 1

   Step 1: Schedule it

   Open the job and choose Schedule. Enter the Start and End in your organization’s time zone and choose Save schedule.

   Where to find it

   1. Service & Jobs
   2. Jobs
2. 2

   Step 2: Assign technicians

   Choose Assign, tick one or more technicians (open job counts help you balance the load) and choose Save assignment. Technicians with an account are notified in the app and by email.

   Tip: Schedule shows the week for every technician, and Technician workload shows each person’s open, in-progress and urgent jobs.

Do the work

1. 1

   Step 1: Start work

   The technician opens the job (they see it under My jobs) and chooses Start work. A job can be started once someone is assigned.

   • If the work has to pause, choose Put on hold with a reason, then Resume later.
2. 2

   Step 2: Record materials used

   In Materials used, choose Add material. Pick the Product, the Warehouse it comes from and the Quantity. Adjust the Unit price charged if needed, and keep Bill this material to the customer ticked if it should be invoiced. Choose Add material.

   • The quantity is taken out of that warehouse’s stock straight away. Removing the line puts it back.
   • For products tracked by batch or serial number, choose the Lot / batch to take stock from.
   • Only stocked products can be recorded as materials, not services.
3. 3

   Step 3: Record internal costs and photos

   Use Record cost for travel, subcontract or other costs that reduce the job’s margin but aren’t billed. Add pictures to the Before photos and After photos panels.

Complete the job and send the service report

1. 1

   Step 1: Complete the job

   Choose Complete. Describe the Work done and enter who accepted it under Accepted by (customer representative). Hand over the phone or tablet so the customer can sign in the Customer signature box with a finger, pen or mouse (Undo and Clear fix mistakes). Choose Mark job complete.

   • The signature is optional but recommended. When someone signs, their typed name is required too, and it is recorded with the date and time.
   • The signature is saved as a PNG document on the job, in the Signature category.
2. 2

   Step 2: Collect a signature later

   If the job was completed without a signature, open it and choose Collect signature in the Completion section. Enter Signed by, have the customer sign and choose Save signature. A job keeps one signature.

   Note: Anyone who can complete jobs can collect the signature, including the technician assigned to the job.

3. 3

   Step 3: Print the service report

   On the completed job, choose Service report. It opens in a new tab with the work done, materials, charges and sign-off, including the customer’s signature image when one was collected. Press Ctrl+P (⌘+P on a Mac) and choose Save as PDF to keep a copy.

4. 4

   Step 4: Email the report to the customer

   Choose Send report. To is the customer’s email; add any CC addresses, check the Subject and Message (the work done is filled in) and keep Include a link to view the service report online ticked. Choose Send report.

   • The Report sent to customer card lists each email with its delivery status, and shows how often the online link was opened. Copy link gives you the link to share another way; Revoke link stops it working.
   • The link only opens while the job stays completed: reopening the job takes the report offline.
   • Replies go to your organization’s email address (or yours, if the organization has none).

Invoice the job

1. 1

   Step 1: Check the charges

   In the Charges summary, choose Edit charges to set the Labour charge and tick the materials to bill under Bill these materials, then choose Save charges. This works on a completed job too, until it is invoiced.

   Note: A completed job with no labour charge and no billable materials shows Nothing to invoice instead of Create invoice. Add a charge first.

2. 2

   Step 2: Create the invoice

   In the completed job’s Charges summary, choose Create invoice. A draft invoice is created in Accounts & Invoicing with a labour line and one line for each billable material, and you are taken to it.

3. 3

   Step 3: Review and issue it

   Check the lines and choose Issue invoice in Accounts & Invoicing. The job then shows This job has been invoiced. with a View invoice link.

   Note: An invoiced job can’t be reopened. If the invoice is cancelled, the job can be invoiced again.

Set up recurring maintenance

1. 1

   Step 1: Create a plan

   Choose New plan. Enter the Title, Customer, Frequency, Next due date and Lead time (days), and optionally a Default technician. Keep Active — generate jobs for this plan ticked and choose Create plan.

   Where to find it

   1. Service & Jobs
   2. Recurring maintenance
   • Every day, jobs due within the lead time are created and assigned to the default technician, and the plan moves to its next due date.
   • Choose Generate due jobs now to create them straight away.