Checking in and completing a visit

Completing a visit is what turns a booking into billable time. One dialog records what was done, logs the time on the ticket for everyone who went, claims the mileage and, if you like, captures the customer's signature.

Anyone booked on the visit can do this, whatever their scheduling permissions. On site, you can also check in and complete the visit, signature and all, from the Tenvara app.

Check in#

On the way there, press On my way to text or email the customer your arrival time, and Running late if the time slips. See Maps, routes and on my way texts.

When you arrive, open the booking and press Check in. The booking moves to In progress and the check-in time is kept. Checking in twice keeps the first time, so a retry on a poor signal does no harm.

Checking in is optional. It matters when Use the check-in and check-out times is on in Settings, because then the time between check-in and completing the visit is what gets logged.

How the visit was checked in#

The booking panel and the visit report say how the technician checked in and out, in words:

• Checked in by location, 40 m from the site: the technician's phone placed them at the site, with how far from it (and how accurate the reading was).
• Checked in by hand: they pressed Check in themselves, with the distance when the phone had one.
• Checked in without location, with the reason they gave, for example that location was switched off.

The same goes for checking out. A check-in sent twice, for example from a phone that was offline and then caught up, still logs the time only once.

Complete the visit#

1. Open the booking and press Complete visit.
2. In What was done, write what you did. It goes on the time entries and the booking, so write it for the customer's invoice as much as for your colleagues.
3. Check Time to log. There is one line per technician for the time on site, and, when the booking type logs travel, one line for travel. For each line you can:
   • untick it to log nothing for it;
   • change the time;
   • switch Billable on or off. The note underneath explains where the times came from, for example "The booked time, rounded up 15 minutes, at least 15 minutes. The contract comes from the day."
4. Under Mileage and expenses, check Claim mileage. It offers the round trip from the site's miles from the office (for example "50 miles (25 miles each way)"). Change the miles if you went elsewhere on the way. Leave Rebill to the customer on to charge it on their next invoice at their rate per mile.
5. Press Add an expense for parking, tolls, parts or a train fare paid on the visit.
6. Under Parts used, add any parts fitted, and under Photos and files, add before and after photos or a signed form. See Job sheets, parts and recurring visits.
7. For a signature, leave Customer signature on, ask the customer to sign on the pad above the line and type their name in Signed by. Clear starts again.
8. Press Complete and log (the button shows the total, for example Complete and log 4h 30m).

When the customer signs, the signature always reaches the ticket as an internal note with the image, as well as the visit report. When a visit is completed without a signature, the booking and the report say why: Not signed: nobody was available to sign, Not signed: the person on site refused to sign or Not signed: the work was done remotely.

The booking becomes Completed, the time entries appear on the ticket and in the technicians' timesheets, and the mileage and expenses appear under Expenses waiting to be claimed. Chargeable parts go on the ticket as charges for the next invoice. The ticket's activity records that the visit was completed, and the visit report (work done, time, parts, photos and the signature) is attached to the ticket and emailed to the visit's contact, unless that is turned off in Settings > Scheduling, the Dispatch tab or for the customer.

Note: A visit can only log its time once. Completing it again cannot create a second set of entries.

How the time is worked out#

• Which time: with Use the check-in and check-out times on and a check-in recorded, the time between checking in and completing. Otherwise the booked time.
• Rounding: each entry is rounded as set in Settings (not at all, up, or to the nearest step), with a minimum.
• Billable: from the booking type, subject to the customer's contract on the day of the visit.
• Travel: logged as its own entry only when the booking type says so, billable or not.

If nobody lets you in#

Open the booking, press ... and choose Mark as no access. Choose Why, describe What happened, and choose whether to Email the customer a link to pick another time, charge the missed visit fee, put the reason on the ticket as a public reply, and Rebook now. Then press Mark as no access. The booking is marked No access, whoever booked it is told, and no time is logged.

The details are in Job sheets, parts and recurring visits.

Time settings#

Settings > Scheduling, the Time tab sets how completed visits log time:

A worked example updates as you change the settings: with rounding up to 15 minutes and at least 15, 7 minutes logs 15m, 38 minutes logs 45m and 1h 37m logs 1h 45m.

Whether a type logs time at all, whether it is billable, and whether travel is logged as its own entry are set on each booking type. See Booking a visit.

Visits that were never completed#

A visit that happened but was never completed shows up in the technician's timesheet under Time nobody logged, with Open visit and Log time. See Timesheets.