Overview
If a technician completes a job but the problem that the customer had persists, you can book a recall job (sometimes called a callback job). A recall job means the technician is essentially redoing the same job and working on the same issue as in the original job.
Who uses this feature
Dispatchers and CSRs
Applies to all business types
Applies to all trades
Things to know
You can only recall jobs that have been marked as completed. To make changes to an upcoming job, see Reschedule a job.
You can tell that a job is a recall from the R next to the bill-to name.
Because additional sales or revenue are not expected from them, recall jobs are automatically be set as N/C (No Charge) jobs.
If you've set up recall, warranty, and lead job booking guides, you can book the job as a new job. For more information, see Set recall, warranty, lead job booking guides.
When booking a recall, warranty, or lead from a previous job’s page, required custom fields and pre-populated job summaries don’t carry over.
Book a recall job
Find and select the completed job from which you want to book a recall job.
On the top right of the screen, click Job Actions and select Recall from the dropdown.
On the Recall Job pop-up, enter the relevant information, then click Book.
The new recall job screen opens and is marked as a Recall (R) for the original job.
Tip: Click R next to the Bill To profile to go to the original job screen.