Appearance
Troubleshooting and FAQ
Most floor issues are permissions, payment gates, or missing links on stock documents. Use this page before escalating to your ERP administrator.
Workflow button missing or greyed out
| Symptom | Likely cause | What to do |
|---|---|---|
| No Record Quote Fee | Job type does not require assessment fee | Normal for Warranty / In-store Service — Assign Technician instead |
| No Assign Technician from Open | Workflow only allows assign after booking confirmed or quote fee paid | Run Confirm Booking (and Record Quote Fee if required) first |
| No Cancel | Job past Open status | Cancel only from Open — manager handles late-stage aborts per shop policy |
| Technician sees no quotation buttons | By design on technician form | Front desk creates quotation |
| No Parts Received | Role not in Parts Received By setting | Manager adjusts Job Settings or waits for auto-advance |
Status changes must use workflow buttons — editing the status field directly is disabled.
"Not permitted" or cannot save job
| Symptom | Likely cause | What to do |
|---|---|---|
| Technician cannot save job | Job assigned to another technician | Only edit jobs where you are Technician |
| Technician cannot save any job | No Employee linked to user | Manager sets User ID on Employee record |
| Action throws role error | Your role not allowed on that action | Manager runs action or updates workflow role list |
| Cannot create job | User lacks Job User or Job Manager | D4 contact adds role |
Gate blocked (red error)
Workflow gates stop an action until data is complete:
| Message theme | Fix |
|---|---|
| Booking not confirmed | Run Confirm Booking |
| Assessment fee not paid | Collect payment on assessment sales invoice |
| Quotation not linked | Create and submit quotation linked to job |
| Sales invoice not paid | Record payment before Record Collection (counter pickup) |
| Assessment / testing / QC notes | Technician fills required note fields |
| Checklist not documented | Mark each condition observed or add notes |
| Collected / delivered date | Set date in the action dialog |
Warn (yellow) gates: Job Manager can override with a reason — audit logs Gate Warning Overridden.
Record Collection blocked — invoice unpaid
Expected on Counter Pickup:
- Open the repair Sales Invoice linked on the job.
- Confirm Outstanding Amount is zero after payment.
- Retry Record Collection.
If payment was recorded but still blocked, refresh the job page — payment hooks may need a moment. Still stuck? Manager checks invoice is the job's Sales Invoice field, not only the assessment invoice.
Job stuck in Awaiting Parts
| Check | Action |
|---|---|
| Purchase receipt submitted? | Ensure job field on receipt matches |
| Stock issue submitted? | Material Issue from parts warehouse, job linked |
| Auto-advance expected but did not run | Manager clicks Parts Received manually |
| Parts still on order | Normal — stay in Awaiting Parts until receipt |
See Parts and stock.
Email or print did not work
| Issue | Fix |
|---|---|
| No booking email | Add customer email or mobile on job |
| Quotation email failed | Verify email address; check spam |
| Blank print | Manager verifies print format in Job Settings |
| Wrong label barcode | Manager checks QR/barcode settings |
Customer approved quote verbally — now what?
Use Approve Quote and select method (phone, WhatsApp, in person, email). Do not skip this — later steps may gate on approved quote.
D4 Connect vs ERP Jobs confusion
| Question | Answer |
|---|---|
| Online order status? | D4 merchant dashboard — not Jobs |
| Repair job status? | ERP Jobs in Desk only |
| Same customer? | Yes — shared customer master in ERP |
| Issue shop stock to job? | Yes — same items if in ERP stock |
FAQ
Can we change fulfillment mode after booking?
Avoid it mid-repair — payment gates differ. Create a new job if the mode was wrong at intake.
Can two technicians work one job?
One Technician field per job — manager reassigns when handing over.
Does the customer see job status online?
Not in v1 — communication is email/phone from your team.
Historical jobs from our old system?
Greenfield Jobs module does not import legacy job cards automatically — parallel run on old system until open jobs finish.
Who configures strict gates?
Job Manager in Job Repair Workflow Settings — Riv may seed defaults at install.
When to contact Riv support
- Module not visible after go-live
- Workflow actions missing entirely after upgrade
- All users lose Jobs workspace access
- Suspected bug after documented steps above
Have ready: job number, action clicked, exact error message, and user role.
Next steps
- Repair workflow — expected sequence
- Invoicing and payments — payment gates
- Roles and permissions — technician setup
- D4 Connect — online shop support path