How to Book an Urgent Reactive Service Job

Learn how to convert a client email request into an urgent reactive service job, update site contacts, and assign a contractor in your job management platform.

June 24, 2026 By Reem Saba

This guide walks you through creating an urgent reactive service job based on an inbound client request. Completing this ensures a contractor is promptly dispatched to the site with all the necessary contact information and context to resolve the breakdown.

This workflow is intended for service coordinators and dispatchers handling incoming urgent maintenance requests. Use it when an internal technician is unavailable and you need to rapidly escalate a repair to an external contractor.

Update Site and Contact Information

When a client emails an urgent request, begin by locating their site in the system and verifying that the requester is listed as a contact.

Step #1: Search for the site address mentioned in the client email and select the corresponding site from the search results. — Search for the site address mentioned in the client email and select the corresponding site from the search results.

Step #2: Click the Contacts tab to view the existing people associated with the site. — Click the **Contacts** tab to view the existing people associated with the site.

If the person who sent the urgent request is not listed, you must add them so the attending technician knows exactly who to contact upon arrival.

Click + CREATE CONTACT to add a new profile.

Step #4: Enter the client's first name, last name, phone number, and email address based on their email signature. — Enter the client's first name, last name, phone number, and email address based on their email signature.

Step #5: Enter the contact's job title into the position field (e.g., Housekeeping Supervisor). — Enter the contact's job title into the position field (e.g., Housekeeping Supervisor).

Step #6: Toggle the primary contact switch to ensure the technician prioritizes calling this person. — Toggle the primary contact switch to ensure the technician prioritizes calling this person.

Click CREATE to finalize the new contact profile.

Step #8: Click Details to return to the main site overview. — Click **Details** to return to the main site overview.

Create the Service Job

Next, convert the request into a formal job profile detailing the breakdown and required skills.

Step #9: Click the Options ▼ dropdown and select Job. — Click the **Options ▼** dropdown and select **Job**.

Step #10: Click the Short description of job field and enter a brief summary of the issue, such as "Chute Breakdown". — Click the **Short description of job** field and enter a brief summary of the issue, such as "Chute Breakdown".

When booking jobs, you must assign the correct Cost Centre so accounting can properly categorize the work. Use the following guide to determine the correct Cost Centre for the incoming request:

Job Request Type	Correct Cost Centre
Standard upkeep	Preventative Maintenance (PM)
Cleaning requests	Chute Cleaning
Routine door checks	Door Inspection
Urgent / On-the-spot breakdowns	Service

Step #11: Select the Service cost centre, as this is an urgent reactive job. — Select the **Service** cost centre, as this is an urgent reactive job.

Step #12: Select relevant categorization tags from the dropdown, such as Chute Repair and Blockage. — Select relevant categorization tags from the dropdown, such as **Chute Repair** and **Blockage**.

Step #13: If no formal work order number is provided by the client, enter the primary contact's name as the order reference. — If no formal work order number is provided by the client, enter the primary contact's name as the order reference.

Step #14: Paste the exact issue description provided by the client as plain text into the job notes field. — Paste the exact issue description provided by the client as plain text into the job notes field.

Step #15: Click NEXT to proceed with scheduling. — Click **NEXT** to proceed with scheduling.

Schedule the Contractor and Send the Work Order

If internal staff are unavailable or lack capacity for an urgent same-day request, dispatch the job to a vetted external contractor.

Always check internal staff availability before assigning work to external contractors. Use external contractors only when internal staff cannot meet the required timeline.

Step #16: In the scheduling section, click SELECT to assign a technician. — In the scheduling section, click **SELECT** to assign a technician.

Step #17: Choose an available contractor from the dropdown list to perform the work. — Choose an available contractor from the dropdown list to perform the work.

Step #18: Go to the Attachments tab and upload the client's email as proof of the maintenance request. — Go to the **Attachments** tab and upload the client's email as proof of the maintenance request.

Step #19: Click the Contractor tab to prepare the final dispatch paperwork. — Click the **Contractor** tab to prepare the final dispatch paperwork.

Step #20: Click + NEW WORK ORDER. — Click **+ NEW WORK ORDER**.

Step #21: Select the designated contractor company from the dropdown menu. — Select the designated contractor company from the dropdown menu.

Step #22: Select the specific employee or region assigned to the task. — Select the specific employee or region assigned to the task.

Step #23: Paste the primary contact details into the work order form and send the order to the contractor. — Paste the primary contact details into the work order form and send the order to the contractor.

Q: What if the person requesting the repair isn't listed as a site contact?

A: You must create a new contact profile for them and set them as the primary contact. This ensures the technician knows exactly who to look for and call when they arrive on site.

Q: What should I use for the order number if the client doesn't provide one?

A: If the client's email does not include a formal work order number in the subject or body, enter the requester's name as a reference.

Q: What should I do if our primary internal technician is unavailable?

A: Check the schedule for available external contractors in the region. Assign the job to a trusted contractor to ensure the urgent maintenance request is completed on time.

Term	Definition
Cost Centre	A category used to track the revenue and costs associated with different types of service jobs.
Reactive Job	An unscheduled, urgent service call created in response to a sudden breakdown or issue.
Work Order	A formal document sent to a technician or contractor outlining the details and authorization for a specific task.