Job Overview

A job is the main entity within the HelpMaster suite.  It is work order, or trouble ticket  that 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, any number of "Actions" (see below) can be added to 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.

Icons used throughout HelpMaster

	Job
	Job Template
	Linked jobs - simple linking
	Linked jobs - parent / child relationship

 The Job screen

1. The job toolbar.  Use these buttons to invoke the action screen, or perform other job-related tasks
2. 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.
3. Primary ClientID - The ID of the client who requires the job to be performed.  This is a mandatory field.  Type in a client ID, or use the buttons to select from a list.
4. Issue - The issue code is a mandatory classification of what type of job this is. 
5. Job Type - A broad category to define what type of job this is.  A mandatory field.
6. Contact Type - How the job was originated.  A mandatory field.
7. Priority - An indicator of the urgency or non urgency of the matter.  A mandatory field.
8. Summary field - A one line summary of the job
9. The details of the job
10. Spell checker, Thesaurus and Full screen buttons
11. The Action log.  Contains information about each Action that is performed on this job.  Actions can be sorted and grouped.

1. The Linked Entities Explorer (see Links tab).  Use this panel to view the different types of entities linked to the job. 
2. The Entity list display information about the entity type you are currently browsing.

Other details recorded about jobs include:

• Details - Client, Issues, progress, priority etc.
• Links - Any assets, sites or clients attached to the job.
• Actions to do - Actions that have or are to be performed for this job.
• Time and expenses - Record of time and money spent on this job.
• Options - Commencement date, level completed monitor, etc.
• Custom - Include any of your user defined fields.

What is the work-flow of a job?

The job has a lifecycle that includes the following

1. The job is logged
2. The job is assigned to a staff member (helpdesk technician) for action
3. The job is "Actioned", that is, work is done for the job.  The following actions may be performed to an active job
   • Acknowledge job - Timestamps the helpdesk with a date when the job was acknowledged
   • Re-assign this job to someone else.  Can be either another helpdesk technician, or another skillgroup
   • Change the status of this job
   • Add progress notes - Add general notes to the job
   • Resolve and close
   • Re-open job - Re-opens a closed job
4. The job is closed.

Other utilities than can be used with jobs.

1. Set job reminder
2. Find similar jobs
3. Find knowledge base articles with the same issue.

See also

The Action log

Logging a job

Re-assigning a job

Closing a job

Linking entities to jobs