Book a callback job

Use a callback job when a completed repair needs a return visit. Starting it from the original job keeps the new job linked to that job and records why the work came back.

Start a callback from the completed job

1. Open the completed job and stay in Summary.
2. Choose Create Callback WO. The new form opens as New Callback Job. On a completed job, this action is available whether or not the job has an invoice. A job in the separate Invoiced status offers View Invoice only.
3. Check the prefilled service site, equipment, and technician. The new job also keeps the original job as its source. Change any of those details if the return visit needs something different.
4. Enter the Summary, then choose the Job Type and Priority for this visit.
5. Choose a Callback Cause. This is required. The choices are Refrigerant recharge, Thermostat configuration, Component early failure, Installation error, Customer misuse, and Other.
6. Set the technician and visit time. You can keep the prefilled technician, but you must add a scheduled start time. If this job is not ready to assign, choose Unassigned and leave the scheduled times blank to create it as unscheduled.
7. Create the job.

If the callback will not save

• Choose a cause when the form says “Choose the callback cause.” A callback cannot be created without one.
• Add a scheduled start time before assigning a technician. Otherwise Thermal says “Pick a start time to assign a technician.”
• Go back to the original job and start again if Thermal says “Original job not found”. The original job must still be available to your company.

Review callbacks later

To see callback trends by technician and cause, use the callback section in See how the business is doing.