Closing Jobs
When the service has been completed a Job can be Closed.
Many agencies will allow Interpreters to complete Job closures either at the appointment or afterwards and the Interpreter may need to upload some verification paperwork, this is called a Verification of Service (VoS) in II and this, along with the Interpreter Portal will be covered in detail in other documentation.
In some cases agencies may close Jobs internally and this is the process we will cover in this document.
Navigate to the ‘Manage Jobs’ page using the ‘Home’ menu or the ‘Quick Links’ on your Dashboard. Firstly, you may want to filter for a date range and/or for Jobs in Assigned/Confirmed Status. You can also filter for a specific Job# in the ID column or using the Job# Search in the menu bar.
Select the dropdown arrow next to the relevant job and select Close.
On the Close Job dialog box:
- Update the Start & End Date/Time if required (these will default to the scheduled time)
- Add the VoS document if you have enabled this option
- Insert Job Close Notes if relevant
- Add Incidentals
- if adding mileage as an Incidental you can click the Get Mileage link and this will provide a google maps calculation of the mileage which can then be input on the mileage Incidental
- mileage payments will be calculated based on your mileage rates as set in the corresponding Rate Plan which will be covered in Financial documents
- to add receipts for Incidentals simply click on the + icon next to the Incidental line item
- if you need to remove an Incidental from this job, click the x icon next to the line item
- note that the items that appear in the Incidentals drop down can be configured for your agency and this will be covered in more detail in another document
- Add any Additional Documents relating to the Job
- Click the Next button and you will receive a job closure success message
Once a Job has been Closed it is then complete from a bookings perspective and is then ready to be Financed which we will discuss in Financial documents.
Cancelling Jobs
If a Job does not take place for whatever reason it can be Cancelled.
As above, if Interpreters have permissions to Close Jobs they can also be configured to allow Cancellations but for now we will Cancel a Job from an agency perspective.
Just like Closing a Job, navigate to the ‘Manage Jobs’ page using the ‘Home’ menu or the ‘Quick Links’ on your Dashboard. Firstly, you may want to filter for a date range and/or for Jobs in Assigned/Confirmed Status. You can also filter for a specific Job# in the ID column or using the Job# Search in the menu bar.
Select the dropdown arrow next to the relevant Job and select Cancel.
On the Cancel Job dialog box:
- Choose a Cancellation Reason - these must be configured according to your agency’s preferences and you can set the Billable and Payable defaults in order to apply any cancellation fees/payments when financing the job - this is covered in the Admin & Configuration documents
- Choose to add any Notes relevant to the Cancellation
Note you can also set some default Notes for Internal Cancellations, e.g. you may wish for the user Cancelling the Job to fill in some specific information regarding the Cancellation.
Go to Admin -> Company -> Configuration tab -> Configuration: Closing Configuration -> Enter the desired text in the Cancellation Text box and then use the blue Save button on the left hand side - this text will appear by default in the Cancellation Notes field by default but for Internal users only. - Choose to disable Cancellation notifications for this job using the check box provided if required. See note on Cancellation Notifications below for further information as to who is notified and under what circumstances.
- Click Cancel Booking to confirm
Cancellation Notification Expected Behavior
Action taken by Internal User from Job Details: Internal user cancels a job and has the option of sending the cancellation notification to both the requestor (and any additional email addresses in the requestor notification setup) and the interpreter (if assigned) or NOT sending the notification to either of these recipients by checking the box Do NOT send cancellation email on the Cancel Booking popup window. The option to send the notification is enabled by default.
The Cancellation Notification is sent to the interpreter ONLY if the job is in Confirmed status. If the job is not in Confirmed status, the interpreter is not sent the cancellation notification.
Action taken by Internal User from Financial Review: Any job status can be set to Canceled in Financial Review. AFTER the user Saves the updated job status as Canceled, four additional fields display below the Booking Date, Booking Time fields: Cancellation Reason, Notes at Cancellation, Cancellation Date and Cancellation Time. The Reason, Date and Time are required fields. Once values are entered in these fields, Save the updates a second time to complete the Cancel action. Providing the Reason, Date and Time help to ensure that the cancel fee will be applied appropriately.
Note: No Cancellation Notification is sent when jobs are canceled from Financial Review.
Action taken by Interpreter via the Interpreter Portal: If an interpreter has permission to cancel jobs, they will be required to select a Cancel Reason from a dropdown list of reasons that have been enabled for them to see (based on agency setup). No Cancellation Notification is sent to the agency, the requestor or the interpreter when an interpreter marks a job as Canceled.
Action taken by Customer via the Customer Portal: If the customer is allowed to cancel jobs, they will see the Cancel option on the Action dropdown menu for each job. The popup Cancel Booking window allows the customer to select a Cancel Reason that has been enabled for them to see (based on agency setup) and add additional notes if needed. There is no option to NOT send the Cancellation Notification. The notification is sent by default to the requestor email address(es).
The Cancellation Notification is sent to the interpreter ONLY if the job is in Confirmed status. If the job is not in Confirmed status, the interpreter is not sent the cancellation notification. If no interpreter is assigned to the job, no cancellation notification is sent to either party.
Is the Cancellation Notification sent to the Agency?
Based on how Notifications are enabled via Admin > Company > Notifications, the agency may or may not receive a copy of the cancellation notification.
1) Enable System Audit Notifications is enabled and a System Audit Notifications email address is entered
Please note, enabling the System Audit Notification will cause copies of emails for a variety of actions within the system to be cc'd to this address, not just Cancel actions. This will greatly increase the email traffic to this email address.
The email received by the agency to this email address displays the Subject Line containing the job number, the cancel action, the customer name and the language.
[Job (9247374)] [Cancel] Wayne Court Services (Spanish)
The body of the email notification contains job Request creation information and Booking Detail information. It does not make any reference to the Cancel action. Only the subject line indicates the Cancel action.
Job Request (See Online)
- Created: 06/14/25 10:00 AM
- Created By: JulieII
- Last Modified: 06/20/25 10:21 AM
- Last Modified By: JulieIIRe2
Booking Details
- Customer: Wayne Court Services
- Requested By: Julie Requestor (444 333 2222)
- Expected Start Date: 07/31/25 12:00 PM
- Expected End Date: 07/31/25 1:00 PM
- Booking Mode: 3rd Party Phone (Scheduled)
2) Enable Company Notifications is enabled and a Cc (or Bcc) email address is entered
Please note, adding the Cc or Bcc email address will cause copies of emails for a variety of actions within the system to be cc'd to this address, not just Cancel actions. This will greatly increase the email traffic to this email address.
The agency receives a cc of both cancellation notifications (one sent to customer and one sent to interpreter) if the job is Assigned. If no interpreter is assigned, no cancellation notification is sent to customer, interpreter or agency.
3) Neither the System Audit Notification is enabled, nor a Cc email address is entered in the Enable Company Notifications field
In this case, no copy of the Cancellation Notification is sent to the agency at all.
Unfulfilled Jobs
Another final stage that may be required on jobs is where the job could not be fulfilled, for example an Interpreter could not be sourced for the requirements of the Job.
Unfulfilled Jobs will default to not Billable and Payable therefore it is a useful feature when it comes to financing Jobs, it may also be a useful feature for reporting purposes.
As above for Closing or Cancelling a Job, navigate to the ‘Manage Jobs’ page using the ‘Home’ menu or the ‘Quick Links’ on your Dashboard. Firstly, you may want to filter for a date range and/or for Jobs in Assigned/Confirmed Status. You can also filter for a specific Job# in the ID column or using the Job# Search in the menu bar.
Select the dropdown arrow next to the relevant Job and select Can’t Fulfill. On the Can’t Fulfill Job dialog box:
- Choose an Unfulfilled Reason - these must be configured according to your agency’s preferences in Company Configuration to be covered in a separate document
- Choose to disable Can’t fulfill notifications for this job using the check box provided if required
- Click Can’t Fulfill Job to confirm
Navigating back to ‘Manage Jobs’ you can see how the Status and colour coding for each of these Jobs has changed.