Defects & recommendations are a way of recording faults, or opportunities for improvement you spot while on site. By logging these directly in the app, you ensure the office team receives the details instantly, allowing them to follow up with the customer or arrange a return visit.
Defect vs Recommendation: What's the difference?
A defect is something that must be fixed - anything affecting safety, performance, or reliability, like a faulty valve or boiler lockout. Defects require immediate attention or scheduled repair to keep the system safe and operational.
A recommendation is a suggestion, something that adds value through upgrades, efficiency improvements, or enhancements like smart thermostats or magnetic filters.
Logging a new defect or recommendation
Whenever you identify a defect or recommendation during a job, you can log it immediately against the job record.
Open the job record on your mobile device.
Tap the More options icon (four dots).
Select Defects.
Tap the + (plus) icon to add a new item.
Select the category affected:
For asset: If the work is related to a specific piece of equipment (e.g., a boiler or air conditioning unit).
For property: If the work is related to the general site (e.g., a leaking pipe in the wall or a broken window).
Filling in the details
Once you have selected the category, complete the following fields:
Select asset: If you are logging work for an asset, choose the relevant asset from the customer's existing list.
If the asset isn't listed, you can add it here. It will then be added to the property record.
Upload photos: Attach up to 3 photos to provide visual evidence.
What are you logging? Select whether it is a Defect (fault) or a Recommendation (suggestion).
Defect/recommendation type: Choose the type from the dropdown list. (e.g Safety/Hazard, Panel Damage/Failure, System Expansion).
Description: Enter detailed notes explaining the defect or recommendation.
Impact: Describe the potential impact if left unresolved.
Work to be done: Outline the required remedial actions.
Location: Specify the exact location on site.
Priority: Select Low, Medium, or Critical.
Tap Save.
The defect/recommendation is now logged and visible to the office team. They will review the details and, if needed, generate a proposal or schedule follow-up work based on the urgency and impact you recorded.
Spotted multiple work items to log? Create a new defect or recommendation for each one so that the office team can follow up on each.
Log property defects with a video and AI:den
Instead of typing the details, record a short video of the property and talk through what you can see. AI:den fills in the defect details from what you say, so you spend less time typing on site.
Video walk-through with AI:den only appears when AI is switched on for your company, and only for property defects and recommendations.
On the job, tap the More options icon (four dots) and select Defects.
Tap the + (plus) icon and select For property.
Tap Video walk-through with AI:den.
Tap Record and film the problem, describing it out loud as you go.
Say what the problem is, the impact if it isn't fixed, the work needed and where it is.
Tap the record button again to stop, then tap Next.
AI:den analyses the video and fills in the details for you.
Review each defect or recommendation AI:den has created. If you mentioned more than one problem, each one is listed separately.
Fill in anything AI:den has missed, and tap Save.
Tip: AI:den can only fill in what you say. The more clearly you describe each problem, the less you need to type afterwards.
Important: Each video can be up to 2 minutes long. Always review AI:den's details before saving.
Common questions
Can I edit a defect/recommendation after I've saved it?
Can I edit a defect/recommendation after I've saved it?
If the status is still Open, it can be edited in the mobile app or by the office. Once it has been added to a proposal by the office, it becomes locked and can no longer be edited.
Can I mark a defect/recommendation as resolved from the mobile app?
Can I mark a defect/recommendation as resolved from the mobile app?
No, once logged the office team will manage the progress on the defects & recommendations dashboard.
Read more about Managing Defects & recommendations on the web.
Can you add a defect or recommendation without a job?
Can you add a defect or recommendation without a job?
No, you must be arrived at a job to add a defect or recommendation.
Why can't I see Video walk-through with AI:den?
Why can't I see Video walk-through with AI:den?
Video walk-through with AI:den only appears when AI is switched on for your company, and only when you select For property. It isn't available for asset defects. Ask your office if you think it should be there.
Is this the same as Walk-through video in Attached files?
Is this the same as Walk-through video in Attached files?
No. Walk-through video in Attached files saves a video to the record and does not use AI. Video walk-through with AI:den is only in Defects, and AI:den uses the video to fill in the defect details. Read How to add photos and files to a job in the mobile app for Walk-through video.