Understand how a customer’s physical item relates to the repair jobs booked for it.
Before you start #
- An item records the thing being repaired, such as a particular watch or ring.
- A job records a visit or piece of work for that item, including the repair, status, charges and communication.
Identify the physical item #
Use the item type, brand, model and identifying details to distinguish it from similar items. A serial number or other unique identifier is particularly useful when a customer owns more than one of the same model.
Choose an existing item or record a new one #
When booking a job, select the customer first. If the physical item is already recorded for that customer, choose it from the customer-item selector. If it is a different item, enter a new item instead.
Review item details alongside the job #
On a job, open Item Details to review specifications, condition and accompanying items. Use Job Details for the current repair description and job information.
What happens next #
Selecting the existing item associates the new job with that item and avoids entering a duplicate record for the same physical object.
Common questions #
Is an item template the same as an existing item? #
No. A template supplies common details for a model you regularly repair. You still complete individual details such as the serial number and condition. An existing customer item represents a specific physical item already recorded.
Why do different items show different fields? #
Field profiles and conditional field options can change what appears based on the item type and earlier choices. Complete the fields shown for the item.
Related guides #
Last verified: 22 October 2026. Screenshots and instructions reflect Repair Pilot at the time of review.
