Qualifications, Assignment and Certifying Service Records

Availability: all plans

People often ask whether the qualifications they record decide who may be given a visit and who may certify a completed service record. The two work differently. Trades recorded on a team member can stop that person being assigned to, or starting, a booked service that requires those trades. Certifying a service record is controlled by role permissions, not by the qualifications on file. This guide explains both so you set up your team correctly.

Before you start

Qualifications are included in every plan. To record them you need permission to manage qualifications; the guide on recording team member qualifications covers the steps. A service can only carry required trades if it was booked from a service offering that lists them, so qualification checks apply to those visits and not to every job.

How qualifications affect assignment

When a booked service lists required trades, ServiceVisit checks the primary technician's recorded trades in two places: when you assign the technician to a work order, and when work starts. The technician must hold every required trade, the trade must be active on their record, and the visit must fall inside the trade's Effective from and Effective through dates, if you set any. The dates are compared in the time zone of the job's location.

If any required trade is missing, the action is refused with the message "The primary technician needs the trades required by the booked service for this visit." Skills, credentials and licenses are not part of this check; only trades are.

How certifying works

On a service event's page, an Integrity & Certification panel shows its status. If you are allowed to certify, a Certify Service Event button appears there. Certifying confirms that the record accurately reflects the work that was completed. The panel also notes that the record is visible to the customer whether or not it is certified.

Who may certify is set by role. Only team members whose role includes permission to certify service events see the button, and the server refuses the action for anyone else. Your recorded licenses and credentials do not grant or remove that permission. Change a person's role if they need to certify records. An apprentice technician role cannot be given this permission.

Steps

To make sure the right people can be assigned to qualified work:

Open Team Members, choose the technician, then choose Manage Qualifications.
Tick the trades they hold and set Effective from and Effective through if their qualification covers a limited period.
Choose Save qualifications.
Assign the technician to the work order as usual.

To check who may certify, open the team member and review their roles; certifying follows the role.

Tips

If a technician is refused for a booked service, open their qualifications first and compare their trades and effective dates with the trades the service requires.
Keep Effective through dates current. A trade that ended before the visit date does not count.
Treat qualifications and roles as two separate things: qualifications describe what a person can do on site, roles describe what they may do in the system.

If something goes wrong

If the assignment is refused with the trade message above, add the missing trade (or extend its dates) and try again. If Certify Service Event does not appear, the record may already be certified, or your role does not include permission to certify. Ask a provider administrator to review your role.

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