Create a Reactive Job

Reactive jobs are used when something has gone wrong and needs attention: a fault, a breakdown, a client call, or an issue discovered on site. Most reactive jobs do not fail because the work is difficult. They fail because the job was logged poorly.

This guide explains how to create a reactive job in Arez in a way that allows it to be assigned, attended, completed, and closed without confusion or rework.

When to use a reactive job

Use a reactive job when work is unplanned and needs to be logged at the point the issue is reported.

This includes:

• Urgent repairs or breakdowns

• Ad hoc client requests

• Issues discovered during another visit

• Follow-up work that was not previously scoped

Reactive jobs are often created before the full solution is known. That makes the quality of the information you enter even more important.

Where to start

Reactive jobs are created as standard work orders.

You can start a new work order in either of the following ways:

• Click + Work Order from the top navigation bar, available from anywhere in the system

• Go to Work Orders, select All Work Orders, then click + Work Order

Both options open the same job creation flow.

Create a new work order

When you click + Work Order, the Create Work Order screen opens. This screen is where most reactive jobs succeed or fail. Do not try to complete everything perfectly on the first pass. Focus on getting the core information right so the job can be understood by someone who was not part of the original conversation.

What you will see on this screen

The work order creation screen is organised into sections that guide you through the process:

• Summary, where you enter the job title and description

• Work order specifications, where you define job type, category, and priority

• Client and site details, which determine where the work will take place

• Notes and assignment, which can be completed later if required

Once you have entered the job description, you can select Auto fill.

Auto fill uses the description to automatically populate key fields, including:

• Work Order Title

• Job Category

• Service Type

• Service Code

• Priority level

• Target attendance date and time

Auto fill speeds up job creation and helps maintain consistency. It does not replace good input. Always review the populated fields and adjust them if required.

Once everything has been reviewed, click Next to continue.

Use the description to drive job accuracy

The job description is what the engineer or service partner relies on when they attend the site. If the description is not clear enough for someone to attend without calling the office, it is not ready.

A good description answers three simple questions:

• What work is required

• Where on-site is the issue located

• Whether attendance is urgent

For example: “Emergency light not working in rear stairwell on level 2. Access via staff entrance. Attendance required today.”

Avoid vague descriptions such as:

• “Investigate issue”

• “Check fault”

Poor descriptions are one of the most common reasons reactive jobs need follow-up visits.

Review auto-filled job fields

If you have used Auto fill, take a moment to review the populated fields.

These typically include:

• Job category

• Service type

• Service code

• Priority

Auto fill assists the process. It does not correct vague or incomplete input. You remain responsible for ensuring these values reflect the job accurately before it is assigned.

Select the client and site, then confirm the job

After reviewing the job details, select the Client and Site, then click Next. At this point, Arez checks the new job against existing work orders for the same site. If related jobs are found, a confirmation window appears. Seeing this screen does not mean you have done anything wrong. It is simply a safeguard to prevent the same issue from being logged twice. Review any related jobs shown. If the issue is not a duplicate, select This is a new job (not a duplicate) and click Confirm & Continue. Once confirmed, you can either add additional notes or continue to Supplier or Worker Assignment.

Add notes or continue the assignment

After confirming the job, you can add any additional notes if required. This is also where attachments and supporting information are added.

Use the Notes section to include anything that helps explain the issue before someone attends the site, such as:

• Client supplied photos or videos

• Previous reports or certificates

• Access instructions or site notes

Adding this information early reduces guesswork and follow-up questions.

From here, you can:

• Click Save & Close to save the job and return later, or

• Click Next to continue to Supplier or Worker Assignment

If someone needs to attend the site, a visit must be created later so the job is visible on mobile.

Summary

Reactive jobs work best when they are logged clearly at the start. A clear description, the right site, and a few supporting notes or attachments are usually enough for someone to attend without calling back. If the job makes sense to the person going to the site, it will usually run cleanly all the way to completion.