Call-out priorities and the service clock

A job under a contract with service terms can be given a priority, and from then on it carries a clock: when somebody must be on site, and when the fault must be fixed. Setting up the contract is described in Service levels on a contract. Only the office logs a call-out.

Giving a call-out its priority

Open the job. In its record, the Service level block appears for a job whose contract has service terms. Choose the Priority, and the clock starts.

• Reported is when the client reported the fault. It starts as the time the job was created. If the call came in earlier, change it with the pencil beside it and say why: every due time moves with it, and the reason goes on the job's Activity.
• Clock shows the deadline that matters next and how long is left, for example Respond by 14:20 · 1 h 12 m left. It turns amber when the call-out is at risk and red once a target is missed.
• Responded is the first clock-in on the job at or after the report, or the fix itself if it was fixed without anybody clocking in. A clock-in sent later from a phone with no signal counts at the time it was made, so it can still meet the target. For a call-out nobody clocked in to (fixed over the phone, say), choose Mark attended and say how it was attended.
• Fixed is the job reaching a done status, or a visit reported Works complete, whichever comes first.

The targets are copied onto the job when its priority is set, so editing the contract later never changes this job's due times.

Pausing

If the contract pauses on hold, moving the job to an on-hold status stops the clock, and moving it out starts it again. The due times move out by exactly the time it stood paused, counted in the contract's service hours. Each target counts only the pauses before it was met: a hold after somebody arrived does not move the response target, and a hold that starts once a target is already missed does not undo it. Each pause is on the job's Activity.

Warnings

Every ten minutes Maliru checks the open call-outs. Each target is flagged at risk once, and missed once:

• the job's assignee and everyone with Manage schedule are notified, under Service levels in their notification settings;
• each is recorded on the job's Activity and in the audit trail;
• an admin can add an alert rule on A call-out's response or fix target is at risk or A call-out misses its response or fix target, to email a contract manager.

If a missed call-out is still not attended (or, past its fix target, still not fixed) half an hour after the notice, Maliru chases it once more: everyone who manages jobs, owners included, is told Still nobody on site or Still not fixed, and the chase is on the job's Activity.

A job on hold is never flagged: its clock is stopped. Because the check runs every ten minutes, a warning can be up to ten minutes late.

On the dashboard, the Call-outs at risk and Call-outs past their target cards count them, and open the jobs list filtered to exactly those jobs.

The jobs table

With service levels on, the jobs table can show Priority, Respond by, Fix by and SLA (On track, At risk, Breached, Met, Paused). Each can be sorted and filtered, and shown or hidden under Columns.

When a target is missed

A call-out that missed its response or fix target needs a breach reason before it can be completed. The job's record says This call-out missed its target: choose Give reason. The reason goes on the client's service report.

Until it has one, moving the job to a done status is refused with This job missed its service level, so it needs a breach reason before it can be completed. Field staff can still report their visit as Works complete: the visit's outcome is recorded, and the job waits where it is until the office gives the reason.

In the field

On Today and Work, a call-out shows its priority and the time to be on site by, for example Be there by 14:20. Clocking in on the job is the response: there is nothing else to do. Once somebody is on site it shows the time to fix it by.