Work the deviations queue

Deviations is every problem the field team has reported, across all shifts, in one list. It is the counterpart to Review: Review is one shift at a time, deviations is one problem type at a time.

Use it when you want to clear all the open reports without opening twenty shifts, or when you are looking for a pattern — the same site, the same failure, three weeks running.

What the list shows

Each row carries the deviation, its status, who reported it, which shift it came from, and when. Filter by status to get the two lists that matter most:

• Open — nothing has happened to these yet, and each one is holding a shift out of billing.
• Escalated — somebody decided these need more than a quick resolution, and they are still holding their shifts.

View shift takes you to the full shift review, where the deviation sits alongside the attendance, the checklist answers and the amount.

Why they block billing

A shift with an open deviation cannot be marked ready for billing. That is the whole mechanism: a reported problem has to be decided on by a person before the client is charged.

It means an open deviation is not a notification you can leave for later without consequence. It is a piece of work standing between a completed job and an invoice.

Deciding what happens

Reviewing a deviation means classifying it and choosing an outcome.

You set a type — Quality, Access, Damage, Safety or Other — and a severity. Neither changes what happens to the shift; they are how you find things later. Three access deviations at one site in a month is a conversation with the client about keys, and you will only see it if they were classified.

The outcome is what moves things:

Outcome	Shift released?	Use it when
In review	No	You need to look into it but want it marked as being handled.
Resolved	Yes	It has been dealt with. Optionally applies a credit or surcharge.
Dismissed	Yes	No action needed — a false alarm or a non-issue.
Escalated	No	A manager or the client has to weigh in first.

Two release the shift, two hold it. An escalated damage report keeps blocking until somebody later resolves or dismisses it — which is what stops an unfinished conversation with a client turning into an invoice.

Credits and surcharges

Resolving a deviation can carry a billing impact: none, a credit to the client, or a surcharge.

That adjustment lands on the shift, where it shows its source as from deviation rather than as an adjustment somebody typed in. When the client asks why there is 400 kr off the invoice, the answer is attached to the report that caused it.

Adjustments made this way still go through their own approval on the shift, and are locked once the shift is exported.

Add a resolution note

The note is optional and worth writing anyway. It is what the next person reads — the colleague who takes the client’s call, or you in three months when the same thing happens at the same site.

Say what was decided and why, not just that it was handled.

A workable routine

1. Filter to Open and work top to bottom.
2. Classify each one, even the ones you dismiss — that is what makes the patterns visible later.
3. Anything needing a decision you cannot make alone: Escalate, with a note saying who is deciding.
4. Come back to Escalated as a separate pass, when you have the answers.

Shifts release themselves as you go — by the time you open Review, the queue is mostly things that are ready to be marked.