Insights User Guide

Feature - Job notes and to do list

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Video duration: 5m 57s - Last updated: 15 July 2024

A very useful way to keep your work organised is through the Job Notes menu.

It is good practise to record summaries of the work that a technician has carried out as a ticket note or time entry to keep your client up to date, and to look back on in the future if the ticket is revisited for auditing or escalation purposes.

As a technician carries out work on a ticket, in the Job Notes section they can record a log of what they've done line-by-line.

When a ticket has been completed, click on "Generate Job Notes" to create a spell-checked and pre-formatted output to copy into a ticket note.

There are three main lists in the Job Notes screen, "To Do List and Notes", "Done" and "Next Steps".

To Do List and Notes

When a technician is brainstorming how to go about solving a ticket, they can create a list of ideas to try.

The To Do list can also be used for temporary notes about the ticket they're working on.

Any item in the To Do list will not be included when you click "Generate Job Notes", and is also useful for storing temporary information that is not relevant to the final Job Notes that you want to record against the ticket.

Any item in the To Do list can be dragged into the "Done" section, or you can tick the check box to move it there.

By dragging, you can also re-arrange the order of items in the lists.

Added from suggested fixes

When a technician uses Insights' Suggested Fixes feature, they have the option of clicking "Add to notes", and each fix will automatically appear in the To Do list.

Add suggested fixes to job notes
Suggested fix added to job notes

Added from Tasks

As a company, you can set up pre-defined To Do lists and tasks that show at the top of Insights when certain criteria are met.

These lists of tasks can be instantly copied into the To Do list by clicking the "Copy all to your 'To do' list" button.

Copy task entries to your To Do list
Task entries copied to To Do list

See the Tasks page for more information.

The "Done" List

This list keeps a log of all the work the technician has entered. Any entry in the "Done" list will be included when you generate your Job Notes.

The "Next Steps" List

Items entered into this list will appear on the "Next Steps" section of the generated Job Notes and are intended to tell either the client, or anyone from your company reviewing the ticket what will happen next.

Common entries here include "Close the ticket", "Escalate the ticket" or "Waiting for client".

Preset phrases

Next to the Notes Entry box, hovering over the "Preset phrases" button gives common entries for each section. Clicking on a preset phrase will automatically insert it into the relevant list.

Generated Job Notes

In this version of Insights, once your Job Notes have been generated, you can edit the text on-screen and then click the "Copy" button to copy the text to the clipboard before pasting it into a ticket note or time entry in ConnectWise. In an upcoming release of Insights, you will be able to insert the generated text directly into a ConnectWise note or Time Entry from within the POD.

All generated outputs can also be rewritten in a format suitable for sending to your client. See the Rewrite for Customer page.

Step-by-step Guides

When you hover over any entry in the Job Notes section, you can click the "How" button to have Insights generate a step-by-step guide on how to carry out the task in the list. This works best when there is enough context, such as direct tasks, such as "Restart print spooler", for example.

Top tips

Any item in each of the three lists can be dragged into a different list and re-ordered.

You can delete individual items in each list by hovering and clicking the "Delete" button. You can also clear entire lists by clicking the "Clear all" button to the bottom-right of the list.