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  Technician tasks — Marula PSA documentation
  Source: /docs/psa/v0.3/start/technicians
  License: CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/
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---
description: "The technician's path through Marula: work the queue, run a service day, log billable time and answer the customer."
---

# Technician tasks

> **Audience:** staff — you work tickets, run a service day, and log the time
> that becomes an invoice.

## "It is 8am and the queue is full"

1. [Your first ticket](https://getmarula.com/docs/psa/v0.3/tutorials/first-ticket) — the whole path once: pick a
   ticket, start the timer, write the note, stop the clock, send hours to billing.
2. [Work a ticket](https://getmarula.com/docs/psa/v0.3/how-to/staff-work-a-ticket) — the daily version, with
   internal and customer-visible notes and the approval step.
3. [Dispatch from the board](https://getmarula.com/docs/psa/v0.3/how-to/staff-dispatch) — if you are the one
   moving unassigned tickets onto open slots.

## "I am in the van"

- [Run a service day from the phone](https://getmarula.com/docs/psa/v0.3/how-to/technician-service-day) — accept
  visits, clock in and out on tickets, log mileage between stops, keep working
  without signal.
- [Work a day pack](https://getmarula.com/docs/psa/v0.3/how-to/staff-day-pack) — the trip list for today and
  what has to be in the van before it leaves.
- [Check out tools and use parts on site](https://getmarula.com/docs/psa/v0.3/how-to/technician-tools-and-parts) —
  kits out, parts consumed against the ticket, equipment returned.
- [Move stock and check out tools in the field](https://getmarula.com/docs/psa/v0.3/how-to/technician-field-ops) —
  scan a tag, transfer between van and stockroom, confirm a delivery.
- [Use the Marula mobile app](https://getmarula.com/docs/psa/v0.3/how-to/technician-mobile-app) — install,
  biometric sign-in, and how offline changes sync back.

## "The hours are wrong, or the work is not billable"

- [Log billable time with categories](https://getmarula.com/docs/psa/v0.3/how-to/staff-time-categories) — pick
  the work category, and record a reason whenever work is marked non-billable.
- [Work a ticket](https://getmarula.com/docs/psa/v0.3/how-to/staff-work-a-ticket) — how hours leave your timer
  and land in the approval queue your office works from.
- [Why the rate on a client's invoice is what it is](https://getmarula.com/docs/psa/v0.3/explanation/contract-relationship-types) —
  the agreement types behind the rate, for when a client asks you directly.

## "I need to answer this customer"

- [Use reply snippets](https://getmarula.com/docs/psa/v0.3/how-to/admin-reply-snippets) — canned replies with
  the customer and ticket details filled in.
- [Sign your own email](https://getmarula.com/docs/psa/v0.3/how-to/staff-email-signature) — your greeting and
  signature on ticket replies, inside the org policy.
- [Configure email](https://getmarula.com/docs/psa/v0.3/how-to/admin-email) — when a reply does not arrive, this
  page names the delivery states you can check.

## "This desk should be faster"

- [Use the keyboard shortcuts](https://getmarula.com/docs/psa/v0.3/how-to/staff-keyboard-shortcuts) — hold
  `Alt` for the shortcuts on the current screen, `?` for the full sheet.
- [Use multiple windows](https://getmarula.com/docs/psa/v0.3/how-to/staff-multi-window) — dispatch, stock lookup
  and active tickets on separate monitors.
- [Scan barcodes and QR codes](https://getmarula.com/docs/psa/v0.3/how-to/staff-scanning) — a USB scanner or a
  phone camera, without losing focus in the form you are filling.
- [Use Marula with a keyboard, a screen reader, and themes](https://getmarula.com/docs/psa/v0.3/how-to/staff-accessibility) —
  light, dark and high-contrast themes, and navigating without a mouse.

## "I am stuck"

- [Get help inside Marula](https://getmarula.com/docs/psa/v0.3/how-to/get-help) — the `?` panel on the surface
  you are on, and the feature tours.
- [Troubleshooting](https://getmarula.com/docs/psa/v0.3/troubleshooting) — start from what you see, not from
  which feature it belongs to.

## Not documented yet

- Reading the queue: priority, the SLA clock and what the remaining time on a
  ticket means while you work it. The SLA pages are written for the admin who
  configures them.
- Escalating a ticket you cannot finish: which board or queue it should move to,
  and who is expected to pick it up. No page describes the handover.
- Reviewing someone else's hours: the approval side of the queue is described from
  the person submitting, not the person signing off.