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How to See Which Engineers Have Been to a Customer

The Engineers section of the customer screen shows which engineers have been on site for a customer in the last twelve months, month by month, and lets you list the work behind any month. It helps you send somebody who already knows the site. Open the customer from Customers and select Engineers under History in the sections rail on the left of the customer screen.

How do I see which engineers have been to a customer?​

Open the customer and select Engineers in the sections rail, under History. The number beside Engineers in the rail is how many engineers have been there in the last twelve months.

  1. Open the customer from Customers.
  2. Select Engineers in the sections rail, directly above Calls.
  3. Read the grid: one row per engineer, one column per month, and a total at the end of each row.

A shorter version is on the customer's Overview: the Engineers who have been here card lists the first four engineers, most visits first, each with their number of visits and how long ago they were last there. Its line "Days on site · last 12 months" says what the numbers count, and hovering over it gives the full rule. When more engineers have been, the card says how many more, for example "2 more have been here in the last 12 months". Select All engineers at the top of the card to open the Engineers section.

The same history is used when you schedule an engineer for one of this customer's calls: the Schedule engineer list puts the engineers who have been there before in a Been here before group.

What counts as a visit in the engineer history?​

A visit is a day on site. The Engineers section says so under its heading: "Days on site in the last 12 months. Cancelled work is not counted."

  • One day is one visit. Two jobs for the customer on the same day count once, because it was one trip to the site.
  • Twelve months, up to and including today. Somebody who was on site this morning is already counted. Visits older than twelve months are not counted here, and there is no setting that looks further back; the customer's Calls section still lists those calls, with the engineer on each.
  • Cancelled work does not count. An engineer who was booked and whose visit was cancelled did not go.
  • Only visits to the site count, the same work the Scheduler shows.
  • A visit is dated by when it was due, not when the call was logged, so a planned maintenance call logged long ago still counts in the month the engineer was due on site.

Hover over a total to read the full rule: "Visits = the number of DAYS this engineer was on site for this customer in the last 12 months. Two jobs on one day is one visit; cancelled visits are not counted."

Because the unit is days, a busy engineer's total can be lower than the number of jobs they did for the customer. The work behind each day is in the list you get by pressing a month.

How do I read the Engineers year grid?​

Each row of the grid in the Engineers section of the customer screen is one engineer, each column is a month, and each cell holds the number of days that engineer was on site that month. The months run oldest to newest across the page, ending with the current month, so there are thirteen columns for twelve months. January also shows its year.

  • A cell with a number — days on site that month. The busier the month, the darker the cell.
  • An empty cell — the engineer was not there that month. Hovering over a cell says, for example, the month, "2 days on site" or "not here", and the engineer's name.
  • Days · last — the last column: the engineer's total visits in the twelve months, then how long ago they were last there, such as "today", "yesterday", "5 days ago" or "3 months ago".
  • no longer active — shown beside an engineer who has since left or been made inactive. They stay on the grid because this is history, but they will not be offered when you schedule an engineer.

Choose the order with the buttons beside the heading: Most visits (the order it opens in), Most recent (last on site first) or A–Z (by name). Changing the order does not reload anything. Engineer names are not links; to see an engineer's work, press one of their months.

How do I see the work an engineer did at a customer in a month?​

Press the engineer's cell for that month on the grid in the Engineers section of the customer screen. The list under the grid then shows every visit to the site that engineer was scheduled for at this customer that month, with cancelled ones left out: the same kind of work the grid counts. Before you press a cell, the list is headed The work behind a cell and says "Nothing picked yet".

  1. Open Engineers in the customer's sections rail.
  2. Press the cell in the engineer's row, in the month you want.
  3. Read the list: its heading names the month and says "scheduled actions for" the engineer, with the number of actions at the right.
  4. Select a number in the Call column to open that call.
  5. Select Clear to empty the list and unmark the cell.

The list runs in due order, earliest first, and cannot be re-sorted. Its columns are:

  • Due — the day the action was due, such as "Tue 14 Jul".
  • Call — the call number; select it to open the call.
  • Subject — the call's comment.
  • Type — the call's type.
  • Status — the status of this engineer's action, not of the whole call, shown in that status's colour.
  • Hours — the time booked for the action, in hours.

Pressing a different cell fetches that month's work fresh; pressing the cell that is already marked again changes nothing, so to read it again select Clear and press it once more. Before you press anything the list says: "Pick a month in the grid above — a cell is one engineer and one month — and the work behind it is listed here." A month with nothing in it says "No scheduled actions that month."

The work list in the Engineers section always covers the whole calendar month, which is not always the same days the grid's number counts. For the current month it also lists visits booked for later this month, which the grid does not count yet; for the oldest month on the grid it can list visits from before the twelve-month window. So a month's list can hold work that the cell's number leaves out, and even an empty cell can have work to list.

If you open a call from the list and then use Back, you return to the Engineers section with the same month pressed and the same order.

Why is the Engineers section empty, or why won't it open?​

The Engineers section of the customer screen says why whenever it has no engineers to show:

  • The customer is new. Engineers in the sections rail does not open until the customer is saved; hovering over it says "once the customer is saved". The Overview does not show the Engineers who have been here card at all until the customer has been saved.
  • Nobody has been there. "Nobody has been to this site in the last 12 months." Engineers who went more than twelve months ago are not listed.
  • It is still loading. "Looking up who has been to this site…" On the Overview, the card shows grey placeholder rows and the rest of the screen does not wait for it.
  • It could not be loaded. "Engineers who have been here could not be loaded." Select Try again beside the message to ask again; the rest of the customer screen is unaffected.

If one month's work fails to load after you press a cell, the list says "The work behind that month could not be loaded." followed by the reason. Select Clear and press the cell again, or press another cell, to try again.

For the company's own internal or house account, where every engineer books time, the grid can be long; it scrolls inside the section with the month headings kept in view.