Acting on a request

A request on its own does not commit you to anything. What you do about it is chosen from the teal + at the end of the request’s timeline, and everything you raise there stays attached to the request. This is the triage step in the life of a request.

The menu holds:

Action	Use it when
Create an Appointment	You need to go and look before you can price the work
Create a Quote	The client wants a price before they commit
Create a Job	The work is agreed and needs doing
Create an Audit	An inspection or check is what was asked for
Add Contract	The work is ongoing rather than one-off
Add Comment (Private note)	Nothing needs raising yet, but something needs saying — a note for your admins, or a message to the client or the fieldworker. See comments and messages

The same list is on the Add Action button in the Add Request form, for when you already know what happens next while you are typing the request.

Appointments, jobs and audits use one form

Create an Appointment, Create a Job and Create an Audit all open the same Create New form the Work list uses — the tabs across the top of it choose which of the three you are making, with the tab you picked already selected.

Opened from a request, it arrives already filled in from that request: the client, the site and the contact are carried across, so what is left is the work itself — the schedule, who does it, and the detail. The form field by field is covered in creating a job.

Whichever of the three you save lands on the request’s timeline.

Create an Appointment

An appointment is the visit that happens before the work is priced — the survey, the look at the unit, the quote visit. It appears on the request’s timeline, and in the scheduler like any other appointment.

Create a Job

Creating a job asks one question first: where the job should be built from — the request, or a quote that is already on it.

• Add a Job using selected quote — build it from one of the quotes on this request, so the agreed lines and prices come across rather than being retyped. Where the request has several quotes, this is also where you choose which one the job is for.
• No, Just add a new job — build it from the request itself, with the client and site already filled in.

Press OK to carry on.

A request with no quote on it has nothing to choose between, and the job is built from the request.

When you build the job from a quote

The quote’s contents come across into the job, and you are then asked whether to change the status of that quote. Answer Yes and you can set it — Approved, New, Reject, On Hold, Sent or Revised Request — which is how a quote that has just turned into work stops sitting in your list as though it were still out with the client.

Only the quote you picked is affected. On a request where three quotes were sent and one was accepted, the other two keep whatever status they had, so it stays clear which offer the client actually took.

When you add a plain job

The Create New form opens on its Job tab with the client, site and contact prefilled. Fill in the rest and Save. See creating a job.

Either way, the new job lands on the request’s timeline.

Create a Quote

The Add Quote form opens with the client’s details already filled in from the request.

What is left to you is the offer itself — Quote Description, Quote Instruction, Order Reference Number, Assigned To Fieldworker, Quote Date, Quote Due Date and Discount on per Item — and then the lines: Add Item or a Job Type/Service, each with its Rate, Quantity/Hr and Discount.

Save puts the quote on the request’s timeline. From there it behaves like any other quotation — sending it, e-signature, and the client’s reply are all covered under how quotes work; the form is covered in creating a quote and quote line items.

Create an Audit

The Create New form opens on its Audit tab, prefilled from the request, leaving you the auditor — more than one can be named — the description and the date and time. See creating a job.

Add Contract

Add Contract starts a contract from the request, for work that is ongoing rather than a single visit — a maintenance agreement, a service plan, a lease. What a contract can be and how it bills is covered in how contracts work.

What happens to the request afterwards

Everything you raise joins the request’s timeline, behind the request’s own card, each showing its own status — so a request that has been through a quote, a job and an invoice reads as one chain rather than four unrelated records. That chain then appears on the quote, the job and the contract too, so it can be read from any of them.

A request that has been acted on cannot be deleted while those records exist. See editing and deleting a request.