Reporting something
When an engineer notices something the office should know about, they report it from the app. That report is an observation: not a job, not a commitment, just “here is what I saw”. The office triages it and decides what to do. See Observations for their side.
Sending a report
Section titled “Sending a report”Tap Report in the tab bar. From a job they’re working, Report a follow-up opens the same form with the customer, the location and the job number already filled in.
The form is deliberately short. Only the description is required.
- What did you see? Describe it in the engineer’s own words.
- Where. Use my location captures where they’re standing, or they type it: “behind the depot”, “unit 4”. Either is fine, and so is neither.
- Link a customer you recognise. Optional. Only customers from their own jobs are searchable, so the picker never becomes a directory of everyone you work for.
- More details. Optional contact name, phone and email, for whoever flagged it to them.
- Urgency. Optional: Low, Normal, High or Urgent.
- Photos. Take Photo or From Gallery, several at a time.
Tap Send.
An engineer never picks a job type, creates a customer or sets a priority. Those are the office’s calls, which is why the form doesn’t ask.
Following up on what you sent
Section titled “Following up on what you sent”Me > Observations lists everything the engineer has reported, with a badge on the row for the ones still waiting. Each one shows where it got to.
| Status | What it means |
|---|---|
| Awaiting review | Nobody in the office has looked yet |
| Job created | It became work, with the job number |
| Closed | The office decided no job was needed |
| Withdrawn | The engineer took it back |
Opening one shows the description, the location, the linked customer, the contact details and the photos exactly as they were sent.
Editing one
Section titled “Editing one”While an observation is still awaiting review, Edit lets the engineer correct the description, the location, the contact details, the urgency and the photos. An edit made without a signal is saved on the phone and sent when the connection returns. Removing a photo needs a connection.
Once the office has acted on it, the record is fixed. The screen says so, and if an edit was queued while the office was dealing with it, the app tells the engineer their change was not saved and shows them the office’s version.
Withdrawing one
Section titled “Withdrawing one”If an engineer reports something by mistake, or finds out it is already in hand, Withdraw on their own observation takes it back while it is still awaiting review. The app asks them to confirm and says plainly that it cannot be undone. If it turns out to matter later, they report it again.
An engineer can only withdraw their own observations, and only ones the office has not dealt with.
Turning reporting off
Section titled “Turning reporting off”Reporting is on for a new organisation. A Tenant Admin can switch Allow reporting from mobile off under Settings > Security, and the Report tab and the follow-up button disappear for everyone. Which roles may report is controlled separately by the observations permission. See Roles and permissions.
What’s next
Section titled “What’s next”- Triaging observations: what the office does with the report
- Working a job: raising a follow-up from a job