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Missed jobs
Quote from Guest on 30 August 2022, 11:57 amGood morning, we have had a few issues with jobs not showing on the engineers diary which is causing problems with missed jobs.
Good morning, we have had a few issues with jobs not showing on the engineers diary which is causing problems with missed jobs.
Quote from Richard on 30 August 2022, 11:57 amIn the first instance, please can you run through this support article with your engineers which contains step they can take to ensure they are getting their jobs - https://www.okappy.com/support-article/troubleshooting-i-cannot-see-my-jobs/
If that doesn't help, if you could provide the job ids via support we'll raise a case and investigate further
In the first instance, please can you run through this support article with your engineers which contains step they can take to ensure they are getting their jobs - https://www.okappy.com/support-article/troubleshooting-i-cannot-see-my-jobs/
If that doesn't help, if you could provide the job ids via support we'll raise a case and investigate further
Quote from Richard on 30 August 2022, 11:58 amThanks for the job ID, unfortunately there are reasons outside of our control why the phone might not have got the latest job such as a poor signal or low battery. That is why we have the job viewed column indicator so you can see if the job has been received and viewed by the engineer and avoid the job being missed.
I will raise a case for you to look into this particularly job and see if there is anything else which we can deduce which could cause it not being received and will let you know.
Thanks for the job ID, unfortunately there are reasons outside of our control why the phone might not have got the latest job such as a poor signal or low battery. That is why we have the job viewed column indicator so you can see if the job has been received and viewed by the engineer and avoid the job being missed.
I will raise a case for you to look into this particularly job and see if there is anything else which we can deduce which could cause it not being received and will let you know.
Quote from Richard on 30 August 2022, 11:58 amPlease could you also let me know which phone this particular engineer has and what version of Okappy he has (he can find that by clicking the Okappy icon from within the app and then selecting More)
Please could you also let me know which phone this particular engineer has and what version of Okappy he has (he can find that by clicking the Okappy icon from within the app and then selecting More)
Quote from Guest on 30 August 2022, 11:58 ami will ask all engineers to check their version of okappy
i will ask all engineers to check their version of okappy
Quote from Richard on 30 August 2022, 11:59 amThanks, can I also suggest that you ask your engineers to ensure they keep their phones charged. If the phone goes into power saving mode certain function are restricted including the sending and receiving of data. Also if they can ensure they have a good signal and periodically check their jobs by clicking on the Okappy icon and then selecting check for new jobs this will force the app to pull down the latest data
Thanks, can I also suggest that you ask your engineers to ensure they keep their phones charged. If the phone goes into power saving mode certain function are restricted including the sending and receiving of data. Also if they can ensure they have a good signal and periodically check their jobs by clicking on the Okappy icon and then selecting check for new jobs this will force the app to pull down the latest data
Quote from Guest on 30 August 2022, 11:59 amPhone signals are out of our hands, but given this, does the system only send the jobs as they are added or are there a number of times that Okappy pushes the jobs until they are received by the engineer?
We work all over London and there are signal black spots so need to understand how okappy sends the jobs to the engineers mobiles. also, these issues are not a one off but happens a number of times a week and sometimes on a daily basis but we are too busy to have to monitor the system and whether the jobs have been sent and indeed received.
Phone signals are out of our hands, but given this, does the system only send the jobs as they are added or are there a number of times that Okappy pushes the jobs until they are received by the engineer?
We work all over London and there are signal black spots so need to understand how okappy sends the jobs to the engineers mobiles. also, these issues are not a one off but happens a number of times a week and sometimes on a daily basis but we are too busy to have to monitor the system and whether the jobs have been sent and indeed received.
Quote from Richard on 30 August 2022, 11:59 amWhen you add a job, a push notification is sent to the phone. If it has a signal, the app will receive the notification. If the engineer clicks on the notification at that stage, the app will open and pull down the jobs. If the phone does not have a signal, then Apple/Google will keep trying to resend the notification. This assumes the engineer has not turned off push notifications for Okappy.
Regardless of whether push notifications are on or not, when the app is open it will try and connect to the system periodically and check for any new jobs. It will do this every 30 seconds and also when jobs are updated. The engineer can also force the app to check for new jobs by clicking on the Okappy icon and then selecting Check for new jobs.
If the signal is poor or the phone is restricting data transmissions (most likely when the battery is low) then it could take longer to get the jobs, or if the signal is very bad it won’t be able to get them at all. Hence its best to check the network periodically and then check for new jobs. It also helps if the app is not closed too quickly after jobs are updated as the app may still be trying to download data.
If the app is in the background, depending on the permissions the engineer has set on their phone, and also depending on the network and battery, the app will also try and check for new jobs periodically.
I hope that helps. Unfortunately the phone signal. battery level and permissions are out of our hands as well. But we have designed in a lot of checks to reduce the risk of jobs not being seen.
One final suggestion which may help (and I do understand that you are busy) is to open a tab at the start of the day or even a different browser with the outstanding jobs for today filter set. If you then put overdue in the filter box and leave that tab as is, you can more easily see just the jobs for today which have not been viewed.
When you add a job, a push notification is sent to the phone. If it has a signal, the app will receive the notification. If the engineer clicks on the notification at that stage, the app will open and pull down the jobs. If the phone does not have a signal, then Apple/Google will keep trying to resend the notification. This assumes the engineer has not turned off push notifications for Okappy.
Regardless of whether push notifications are on or not, when the app is open it will try and connect to the system periodically and check for any new jobs. It will do this every 30 seconds and also when jobs are updated. The engineer can also force the app to check for new jobs by clicking on the Okappy icon and then selecting Check for new jobs.
If the signal is poor or the phone is restricting data transmissions (most likely when the battery is low) then it could take longer to get the jobs, or if the signal is very bad it won’t be able to get them at all. Hence its best to check the network periodically and then check for new jobs. It also helps if the app is not closed too quickly after jobs are updated as the app may still be trying to download data.
If the app is in the background, depending on the permissions the engineer has set on their phone, and also depending on the network and battery, the app will also try and check for new jobs periodically.
I hope that helps. Unfortunately the phone signal. battery level and permissions are out of our hands as well. But we have designed in a lot of checks to reduce the risk of jobs not being seen.
One final suggestion which may help (and I do understand that you are busy) is to open a tab at the start of the day or even a different browser with the outstanding jobs for today filter set. If you then put overdue in the filter box and leave that tab as is, you can more easily see just the jobs for today which have not been viewed.
Quote from Guest on 30 August 2022, 12:00 pmThat really helps explain it. Thanks
That really helps explain it. Thanks