Documents on a Service Ticket
Attaching quotes, photographs, and reports to a ticket, and organising them so they can be found later.
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The Documents tab holds the paperwork for a job: the photographs of the damage, the quotes, the engineer's report, the completion sign off. Keeping them on the ticket rather than in an inbox is what makes a job legible to whoever picks it up next.
Uploading
Upload files directly to the tab. You can create folders and upload into them, which is worth doing on any job that will collect more than a handful of files. Uploading at the top level keeps them in the ticket's own document area.
What to attach, and when
- Before quoting. Photographs, drawings, specifications, and anything a vendor needs in order to price the work accurately. Attach these before you invite vendors to an RFP, since they price from what they can see.
- During. Permits, method statements, insurance certificates, and revised quotes.
- After. The invoice, the completion certificate, warranty paperwork, and photographs of the finished work.
Naming
Name files so they mean something to a stranger. "Elevator 2 governor quote, Acme, 12 March" is findable; "IMG_4471" is not, and neither is "quote final v3". The person searching this ticket in eighteen months is doing so because something has gone wrong, and they are in a hurry.
Access
Ticket documents are stored privately and served through secure links, so they are not simply public files with an unguessable address. Treat them as the internal record they are, and be deliberate about what you attach: a ticket about a unit may well end up read by more people than the occupant of that unit expects.
Photographs are worth more than notes
For anything physical, take photographs before the work, during if something unexpected is found, and after. Dated photographs on the ticket settle disputes about scope and condition faster than any amount of recollection, and they are the difference between a warranty claim you can make and one you cannot.