Servicemanager - Guide - Vm Guide 35239

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For example: If the is ANA, the file will be located in C:\Acac\\ANA; if the is , the file will be located in C:\Acac\\. To standardize queries across all s, copy the "master" source file containing all the queries to all the folders.

Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Document Query


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10.8 Posting Inquiry

» Overview The Posting Inquiry program allows you to view Invoices, Credit Notes and Cost Only postings generated from source Documents in Service Manager. A Document can have multiple postings within it to allow for partial billing, backorder shipments, held items or services, or various other issues.

Starting the Posting Inquiry Program Click the Posting Inquiry desktop icon.

The Posting Inquiry window will be displayed.


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Finding a Document Use the drop-down list to select the type of document to be searched for.

Once the document type is selected, you may navigate through relevant documents using the navigation bar. You can go to the first or last record by using the extreme left or right arrows, or navigate through the documents one at a time using the left and right arrows. You can also use the up and down arrows, Ctrl +Home and Ctrl+End keyboard keys to navigate through the records.

Use the Finder

for a more comprehensive search to find the document you wish to query.

Once a document has been selected, click Go

to retrieve the details into the document tree.

Displaying the Document

Document tree The Document tree is opened with all nodes expanded.


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Details tab The Details tab in the right-hand pane displays information about the selected node in the Document tree.

To customize the display on the Details tab, select Transaction » Options and select the field to be displayed. Totals tab The Totals tab in the right-hand pane displays Posted totals for the currently selected node Document, Phase, Billing Group, Service, Item, etc.


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Additional functions You can view Custom Fields, Graphics and History using the icons that appear at the top of the right-hand pane.

The icons available depend on the node selected.

10.9 Adjusting Pricing

» Overview After Posting Documents, the system will display a message window displaying the number of items posted. If a Document fails to post, the reason will be displayed in the Result column of the details. Successful posting of documents will display an Invoice Number beside the Job.


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An example of a document failing to post may be a Job waiting on an item to be supplied. This item had been delayed. The system will provide a warning message. Select the Documents to adjust by specifying criteria and searching for Documents that meet the criteria. The Documents selected will be displayed in the Results pane. Any document listed in the Results pane can be edited. The highlighted object can be double-clicked, Document Manager will open with the Job details, adjustments can be made and the Job saved as ready to invoice again. Selecting the properties of the Job will also achieve the same result.

Starting the Adjust Pricing Program Click the Adjust Pricing desktop icon.

The Adjustment Criteria window will be displayed.


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Selecting Documents to Adjust As an example, select a range of Site Agreements to adjust.


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Specifying What to Modify and How

Billing Line Type Specify the type of lines to modify.


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In this example, select to modify All Line Types. If you employed Subcontractors for instance, you could adjust their rates only if so advised, or, adjust pricing according to the exchange rate on Items only). Adjust Line Details Specify what to modify - Price or Cost.

For this example, select Adjust Price. Select Increase by Percent. This will adjust the Price figure on all lines of the selected documents by a percentage. Note the options available. Another very useful option is Cost Plus Percent.

Finally, specify the Percentage of the increase to be applied. In this example – 6.75% has been entered into the Percentage field.

Click [Accept] to apply the changes to the selected documents. Notice that the criteria are listed in the background. The warning message window is referring to any additional criteria to be added to the list. For example, if you were adjusting pricing for one item at Cost Plus Percent and price for labor To Amount Of (a fixed amount), this would be where the individual criteria would be placed for execution. Multiple criteria can be inserted at this point.


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Click [No] to continue. Notice that the changes are listed for all the items selected. Any errors will be reported in the Error column.

Posting the Adjustments You can now Post the adjustments. Click the Post icon on the toolbar.


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Click [Accept]. Notice the background screen has confirmation of the adjustment listed for each individual line. The Error column displays the final status.

The following is another example, where Job lines have been adjusted.

Note that two items show as "Price will change ..." These are the items that failed to update. Click [OK] on the Confirmation message. The Pricing Adjustment Audit window will be displayed.

Pricing Adjustment Audit Service Manager incorporates it own audit feature after the posting has been completed. Service Manager provides the option to print the results and then to email the results if required.


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Printing the results

Click [Print] to print the Pricing Adjustment Audit Report

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Emailing the result

Service Manager provides the ability to include fields as listed in the right hand pane, directly into an email for delivery to each line listed. This can be described as an email template that will substitute the field values directly into an email message and send it to the addressed . Click [Yes] to create an email message of the results.


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Drag the required fields to the message body.

10.10 Quick Job Entry

» Overview Quick Job Entry provides a quick and streamlined method of entering a Job into Service Manager from a single form. It is not intended to replace Document Entry, which provides more comprehensive data input. Quick Job Entry is especially useful when an operator is dealing with high volume transactions either on the telephone or at a counter and needs to simply log the job into the system as quickly as possible so that they can continue on to the next job. Quick Job Entry is the fastest method of entering a job if you are dealing with existing customers with existing equipment. It is not possible to invoice from the Quick Job Entry screen, but it is possible to log the equipment and its reported problem. It is possible to log a Symptom, Fault and Solution, and apply service charges and or items from the Quick Job Entry screen. It is also possible to enter Notations and modify Custom Fields as required. After entering details into Quick Job Entry (ing that it is only necessary to enter the information you need to capture only), click the Save icon on the toolbar to post that information to a job in Document Entry. To view the job in Document Entry, click the Edit Job icon on the toolbar. The Quick Entry program can also be used to update/edit existing jobs quickly. Simply choose an existing job and add equipment details, notations, services or items as applicable and then click the Save icon on the toolbar to update that job directly.

Starting the Quick Job Entry Program Click the Quick Job Entry desktop icon.


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The Quick Job Entry window will be displayed.

Quick Job Entry Toolbar

Clear - Clear the Quick Entry form. Save - Save the Job. Print - Print the Job Work Order. Copy - Create a new Job using the Copy Documents

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program and load it into Quick Job Entry.

Edit Job - Edit the Job in Document Entry. Notation - Maintain Document Notations. Custom - Maintain Document, Site and Equipment Custom Fields. s - Maintain Site s. Note: If the Site code is blank, the Finder is presented. Once you find the and select the record, the Site code will be populated with the Site for the selected . Doc. Tree - Show the Document tree in the lower left pane of the Quick Entry form.


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Creating a Job Using Quick Entry Note: There are no required fields other than Site and Job Type. Therefore you can create (Save) the job at any time provided these two fields have been populated. Type or select the Customer Site Number.

Click Go . Note that Site 1100 has a default Job Type of JT3. As the Site and Job Type have now been entered, you could, at this stage, create (Save) the Job. Note: The Quick Job Entry program will automatically cover the Job and its lines (if Cover is valid) with the best available Agreement.

Typical Scenario An example of a typical quick job entry process might be as follows: 1. Type or select the Customer Site Number and then click Go. You could also create a new Site if required. 2. The Job Number field will default to New. Click Go to create a new Job. To select an existing job, use the Finder

keyboard arrow keys,

and

or click in the Job Number field and use the Up and Down

, to navigate through the records.

It is also possible to select Equipment and then find existing Jobs for that Equipment. To select Equipment, type or select the Equipment Number, or scan, type or select the Equipment Serial Number in the S/N field. 3. Change the Job Status, Priority and Entered By employee as applicable. Select a Service Center if you are using the Service Manager Service Center Add-On 1319 . Enter a Job Type, Description and Phase or use the defaults (The defaults will apply from the Options or Site table if they have been specified). These will be used to create the actual job in Document Entry. If editing an existing job, it is possible to select a specific Phase by selecting the Phase drop-down list. Note again that at any time throughout this process, provided a Site and Job Type in the case of a new job, or Site and existing Job Number in the case of an existing job exist, it is quite legitimate to Save and move on to the next job and repeat the process outlined in steps 1. to 3. at any time. 4. If an equipment record was not located using the method described in 2. above, then use the Equipment Finder in the Equipment section of the Quick Job Entry form to display equipment for that site only. Click in the Reported Problem area and type in the reported problem. Note that if the equipment record is not known at the time of entry, select Miscellaneous from the Equipment Type drop-down list and log the reported problem. The equipment can be changed from Miscellaneous to a valid equipment record at any time. To do this, click the Doc. Tree icon on the toolbar, highlight the Miscellaneous Equipment record in the tree, double-click that record to open it, change the Equipment Type from Miscellaneous to Existing Equipment and then select the relevant equipment record or create a new equipment record. Alternatively, if no equipment is being worked on for this job, select None. 5. Press Tab or click in the Symptom column to add a Symptom, Fault and Solution, if applicable. 6. Click the Save icon on the toolbar to create the job or update the existing job at any time. It is also possible to use the Quick Job Entry program to add Service and Item detail lines to a Job. 1. If you have not already done so in the example above, select a Site and choose a Job to edit (applies to Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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new jobs as well). 2. Tab to, or click in the Group Desc field to add a billing description for the Billing Group. This is set to Billing by default. 3. Add a default Billing Employee and change the Date and Time if applicable. It is possible to enter four different types of detail line: Service, Labor, Subcontractor or Item. Tab to, or click in the detail area. Press Enter or double-click to choose a line type from the drop-down list. After choosing a line type, tab to the next field and press Enter to edit the field. Complete as required. If line type is Subcontractor, it is necessary to enter a Contractor Code. Tab to the next detail line if further detail lines are required. You can also press Insert to insert a new detail line. To scan a barcoded inventory item, click in the UPC field, scan the item and then click [Insert]. This will add the item and place the cursor in the Quantity field so that you can edit the quantity if more than one item is being supplied. Use the numeric keypad to enter whole number quantities, or press Enter and then enter a fractional quantity. Ensure that the correct Item Location has been selected. The Location Code can be changed at any time prior to posting an invoice. 4. Click the Notation icon on the toolbar to add a notation to the header of the Job. This can be edited at anytime. A typical scenario might be to find the Site, click Go, add a Notation describing the issue, click Save to create the job and allocate a Job Number, and then move onto the next Job. If working on an existing job, click the Edit Job icon on the toolbar at any time to launch the actual job in Document Entry. Click the Custom Fields icon on the toolbar at any time to edit Document, Site or Equipment Custom Fields. Click the Doc. Tree icon on the toolbar at any time to view what the Job actually looks like. Double-click a tree node to edit that node. Click the Clear icon on the toolbar at any time to clear the form.


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Chapter 11: Management Programs

Use the Management programs to manage Jobs, Time Entries and Time Entry Alarms, Notations and FollowUps, Return Authorizations, Equipment Faults, Tasks and to Search Custom Fields.

11.1 Job Manager

» Overview Job Manager is a comprehensive graphical based program that displays the current pool of jobs, phases in those jobs and employee resources assigned to those phases. It is similar to a large whiteboard in operation and it includes planning tools that allow you to schedule resources, and compare estimates against actual times. Job Manager provides functions to help you locate and assign available employees to a job, estimate the time it will take to complete a job, compare estimate response statistics against actual response statistics, set alarms, query jobs, record actual time, identify trouble spots or conflicts and plan future requirements. Job Manager integrates with all the main entry programs in Service Manager and updates these directly with time entry, response information, status and priority, custom required complete time and assignment information.

Starting the Job Manager Program Click the Job Manager desktop icon.

The Job Manager window will be displayed.


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Job Manager Window Layout The Job Manager screen consists of six panes. The content and purpose of each pane is explained below.


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Job Manager Desktop

Pane 1 - Jobs Jobs with Job Number, Customer Name and Job Status are displayed in Pane 1.

Click on any Job and details for the entire screen will be refreshed. Pane 2 - Job Timeline The details of the Job selected in Pane 1 will be displayed in Pane 2. Highlight a Job in Pane 1 and the view for that job becomes active.

Notice the blue timeline signifies the current view.


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The estimates are displayed in the timelines within this pane. The currently selected job is highlighted and displayed in green to enable ease of identity and modification. Pane 3 - Phases This displays all the Phase information associated with the Job selected in Pane 1. The Phase Code and its Description will be displayed.

Multiple phases will be displayed and become active in the same way as jobs. Click on the phase to examine it further. This will then display a blue time line and highlight the estimates in green. You are free to double-click on the selected phase, thus permitting full editing features for that current phase. Pane 4 - Phase Timeline The timeline extends across the chart, visually displaying its place in time. This is a useful tool in identifying, planning and managing a Job. Multiple phases are displayed in white - which allows you to easily plan around the Job.

Pane 5 - Active Employees All active employees will be displayed in this pane.

Notice that two of the employees have green boxes next to their respective names.

The top green square signifies this employee is assigned to this job. The lower square signifies the employee is assigned to the current phase. This acts as a visual aid to help identify and manage the workload. Pane 6 - Employee Timeline This pane displays a blue time line when the employee is selected.


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It displays estimates assigned to this employee for this particular job and phase as selected.

Timeframe Control The Timeframe Control is used to change the scale of the graphical view. Adjust the settings using the arrow keys for the displayed date, and the plus and minus keys to expand and contract the content being viewed. Currently it is possible to display from 1 hour to 1 month in the horizontal view.

1 Week Days will be displayed as the scale, with seven days - one (1) week - shown.

1 Day Hours will be displayed as the scale, with one day - 24 hours - shown.

Business Hours Service Manager features the ability to distinguish the business hours worked in a normal day. The green and white separations viewed in Job Manager are used to differentiate between normal business hours and outside business hours. This can be customized in Job Manager Tools » Options.

Now Line Notice below that a red line is displayed. If your Timeframe Control is set to view the current day, this


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displays the current moment in time and is referred to as the Now Line.

Tools Options You can customize Job Manager to suit your personal needs and requirements. Select Tools » Options. Job Labels tab As with all Service Manager information views, you are able to select the fields to Include or Exclude in the view.

Phase Labels tab Include or exclude Phase labels.


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General tab

Colors tab The Colors tab allows you to adjust the color representations in the graphical display.


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Right-click Functionality If you right-click on any object, a menu will be displayed associated with the particular object. Job Properties If you right-click on a Job in Pane 2, the following menu will be displayed.

Selecting the Properties of this Job will allow you to modify the Job details via the following window.


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Phase Properties If you right-click on a Phase in Pane 4, the following menu will be displayed.

Selecting the Properties of this Phase will allow you to modify the Job details for the the Phase via the following window.


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Employee Properties If you right-click on the green portion of the Employee details in pane 6, the following menu will be displayed.

Selecting the Properties of this Employee will display the Time Entry window and allow you to modify the Time Entry for the employee.


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Anchoring a Time Entry Tick the Anchor check box in the Time Entry window to fix a booking.


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Dragging a Phase Within the graphical interface of Job Manager you can adjust, stretch or modify particular items with the click of a mouse. Dragging a Phase – For instance, if we need to move the Phase of a Job to another timeframe, click on the phase item, drag the detail left or right and drop it in its new location.


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While the process is in progress, you will notice a number of extra lines (dashed) on the display indicating the new location with coordinates being displayed below the dragged object. Once satisfied with the new location, the detail will be placed and all associated information will be updated.

Draw

Click the icon on the toolbar to graphically enter a time entry for an employee. The Draw icon can be toggled on and off. Job Manager will automatically use the currently selected Job as the default unless otherwise specified in the entry window. This entry window will permit the selection of Job number and Phase for the Time Entry to be applied.


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Stretch

Click the icon on the toolbar to increase or decrease the period at phase level or adjust a time entry for an employee. The Stretch icon can be toggled on and off.

Zoom

Click the icon on the toolbar to zoom in or out of entries. The cursor will change to a magnifying glass. Left-click to zoom in or right-click to zoom out. This will increase or decrease the Timeframe Control accordingly. The Zoom icon can be toggled on and off.


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Assign

Click the icon on the toolbar to display the Phase Assignments window and display the Employee Assignments for the object currently selected. If you highlight a Job, all the assignments will appear in the tree structure for that Job.

If you highlight a Phase, all the assignments will appear in the tree structure for that Phase. If you highlight an Employee, all the assignments will appear in the tree structure for that Employee.


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View Menu

Status Bar Select Status Bar to display the following information on the bottom left hand side of the screen.

Document Pane / Phase Pane / Resource Pane Each set of Panes (1&2, 3&4, 5&6) can be viewed on the screen. One or all can be viewed simultaneously. Turning one off will remove the relevant Pane from the viewer allowing more room to view the others.


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Estimates / Actuals The system requires at least one of Estimates or Actuals to be selected from the menu. Actual will display the red lines below the employee time line. It signifies the actual time on a particular job. Estimates will display the green or white boxes associated with Jobs, Phases and Employees. Estimates displays the Estimated times from start to finish of a Job, Phase and Employee time entry. Both Estimates and Actuals selected


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Only Actuals selected for the same timeframe

Only Estimates selected for the same timeframe

Job List View Select View » Job List View to list all the Jobs that match the selected criteria. The Job List will appear


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at the top of the screen. The columns that display in the Job List can be customized through menu option Tools » Options » Job Details List tab. The Job List can be sorted in ascending or descending order by any column. The blue arrow to the left of the column header will indicate which column is sorted and the sequence.

Note: The Job List View setting, including selected columns and time period, will be retained when you exit Job Manager. The next time that you start Job Manager, the display will be as you left it. To change the Job Status and Priority, double-click the relevant Job. The Modify Document window will be displayed.

Sorting Jobs by Status and more importantly Priority, will allow easier access to response time dependent workflow. Service Manager allows you to modify the Site details by clicking the Site icon, details with icon, Response Times (Time Entry) with the Response icon, and Job Statistics with the Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Statistics icon.

Queries

Click the arrow

to the right of the

icon to display the Query drop-down list.

Document Query

Document Query functions the same as V/M Documents » Document Query differences:

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with the following

Return will close Document Query and return all the query result Jobs to Job Manager.

Goto Document will go to the highlighted document in Job Manager. Goto Start of Document will go to the first time entry for the highlighted document.


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Resource Pane Query

Status Query


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Priority Query

Exception Query

Job Statistics To view Job Statistics, select a Job and then select Tools » Job Statistics.


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The Job Statistics window will display details on the selected Job. Response times (if Response Tracking is on), Job efficiency statistics and general information are displayed in the lower pane.


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Conflict Management Conflict Management can be configured and used within Service Manager. To enforce management processes preventing overlapping or double booking, select Tools » Options » General tab and then tick the Prevent Conflict check box.


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Select Tools » Show Conflicts.

The Show Conflicts window will be displayed.


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Double booked Time Entries Time Entries outside Phase Boundaries Click [Accept] to continue. The Conflicts window will be displayed.

You can then action these conflicts by highlighting the conflict and selecting its properties. The system will then launch Time Entry and permit adjustments. Preventing conflicts You can set options to prevent conflicts, whereby the system will not allow overlapping conflicts and resources. Select Tools » Prevent Conflicts. Select either Job/Phase or Resource conflict prevention.


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Time Recorder Click the Recorder icon on the toolbar to allow time recordings to be incorporated directly into a Job. Refer Recording Time Using the Time Recorder

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Site Business Hours If you need to the customer and need to know what their business hours are, right-click on the Job and select Site Business Hours.

This action will bring up the Site Business Hours Window displaying the customers details.


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Job Manager Print Graphics You can print a graphical view of an Employee Calendar or Schedule, as well as Job Gantt / Resource chart (by date range), directly to a Microsoft Excel spreadsheet. Note: No other spreadsheet products are ed at this time. To use this feature, click the drop-down list arrow /Resource or Employee Calendar.

to the right of the Print icon and then select Gantt

Gantt / Resource Chart The Gantt / Resource window will be displayed. Next specify a date range and select your document or employee code as applicable. Choose a default duration period (in minutes) which will set the time slot range per period. The


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maximum period per time slot is 8 hours, equivalent to three time slots per day. You can select Hours and Minutes (hh:mm). Lastly, select the Print Destination (output source) - Printer, Preview, File or Email. If you print to Email, an email message will generate with an Excel spreadsheet already attached to the email message. If you print to File, the Excel spreadsheet can be saved and edited.

Example of output of job and resource Gantt generated to Preview:

Example of output of job and resource Gantt generated to File (editable in Excel):


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Example of output of job and resource Gantt generated to Email:

Employee Calendar Example of output of employee calendar generated to Preview. Other output formats are similar to those above.


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Customizing the Output The contents of the block entries are customizable. To edit these, click the arrow

icon and then select Gantt / Resource or Employee Calendar.

Gantt / Resource Print


to the right of the

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Employee Calendar Print

In either case, select Tools » Options. The Options window will be displayed. The field list and text box will be different for Gantt / Resource and Employee Calendar. The example below displays the Employee Calendar Options. Employees can have time entries that are non job related and the tabs indicating (Non Job) refer to custom descriptions to be used when an entry is non job related.

Caption (Job) tab This is the main caption for an employee's time entry where that time entry is job related. Caption (No Job) tab This is the caption for an employee's time entry where that time entry is non job related. Comment (Job) tab / Comments (Non Job) tab Comments do not appear in the print output, but are attached to the cell for each time entry. Comments can be very useful for including additional information such as full address, names, telephone numbers, etc.


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Job Comments are related to time entries that are job related. Non Job Comments are related to time entries that are non job related. If using the options for the Gantt/Resource print, there are two other blocks that can also be customized: Job and Phase. These operate in the same way as the other captions by dragging and dropping fields as applicable.

Important Notes Output to a spreadsheet is cell based, so where a time slot is greater than a time entry that time entry may paste to the entire cell, as a cell cannot be partially complete in a spreadsheet. This may cause the print output to overlap the true time axis. If such is the case, we recommend adjusting the time slot period to 60 minutes or less until your scale is correct. If you output directly to File, a spreadsheet will be created which you will be able to edit. This will provide you with full editing functions in Excel and allow you to save that file. e.g., stretch column widths, apply shading, and in particular set your print parameters.

11.2 Time Entry

» Overview The Time Entry program is a grid based time sheet entry program that allows fast input of Employee Actuals into the system. The grid based display allows you to move quickly between entries and add new entries and edit existing entries easily.

Related Topics Time Entry / Recording Time Service Manager Security

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Starting the Time Entry Program Click the Time Entry desktop icon.


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The Time Entry window will be displayed.

11.3 Time Recorder

»

Refer Recording Time Using the Time Recorder

271 .

11.4 Notation Manager

» Overview Notations are general comments, notes or instructions that can be applied to all types of documents throughout Service Manager. Notation Manager allows you to view, update or add notations at any time. It is important to that notations include objects such as file attachments, email and Web URLs. Notations also include follow-ups which can be managed in the Monitor

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program.

Related Topics Jobs: Notations

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Starting the Notation Manager Program Click the Notation Manager desktop icon.

The Notation Manager window will be displayed.


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Using Notation Manager Notation Manager will contain many different types of notations. You can select all notations, but this would be impractical in a large database containing many thousands of records. Select the type of notation to search for.

View Existing Notations For this example, select all Notations for Site 1100. All the Notations associated with this site will be displayed in the tree structure below.


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When a Notation is highlighted, the Notation Type and Source are displayed above the right hand pane. In the example below, the Notation Type is Document and Notation Source is Document JOB00034. Icons representing the source will be displayed in the tree structure.

In the following example, a Site Notation has been selected. The icon has been inherited from the source it was entered with. The Notation Type is Site and Notation Source is Site 1100.


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Printing Notations To print Notations, click the Print icon on the toolbar. The Notation Listing window will be displayed.

Tick the required inclusions and then click [Print].


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Inserting a New Notation To add a Notation from Notation Manager, select the Notation Type to create and then click the New icon on the toolbar. The Notation window will be displayed. Enter the Notation with attachments and links as required. Click [Accept].


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Searching for Text You can search for Notations that match specified criteria such as Site 1100 and a portion of text such as "vip" (not case sensitive.) Tick the Search All check box to search all Notations, regardless of Notation Type. Click the Search icon on the toolbar, specify the search criteria and then click [Search].


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11.5 Time Manager

» Overview Time Manager is similar to a time sheet entry program as it allows you to manage time spent on Jobs in the system without actually having to enter the Job to do so. You can create new and find existing time entries and post these time entries in batch to their allocated jobs for billing purposes. Time Manager is particularly useful for aggregating time entries to a point in time, for example, a payroll, end of week, and then retrieving all those time entries to all associated Jobs, for a batch posting without having to enter each Job individually. It is then possible to use the Multi Post

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program to post all these retrieved entries in batch as well.

Service Manager has also incorporated comprehensive Import/Export features into the Time Manager program. Time Sheets are easily entered from most sources.

Related Topics Time Entry/Recording Time

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Starting the Time Manager Program Click the Time Manager desktop icon.


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The Enter Time Entries window will be displayed.

Notice that the Criteria icon is selected. This icon acts as a toggle to view more details on the screen when required. To hide the Criteria section of the screen, click the Criteria icon.


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Specifying the Search Criteria You can specify the following search criteria:

Period Specify dates to search between.


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Document Specify a particular document or use the Finder

to locate the required document.

Entry As each individual time entry is unique, we can search by this unique entry. We could use the Finder to find an entry around a particular time if needed.

Site Select a site to search for.


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The other available search criteria include: · · · · · · · · · ·

Employee Work group Zone Late without Actuals Status Priority Ready for Retrieval Not Ready for Retrieval Unassigned Completed

Most of the search criteria can be specified together. You may specify one or many items to refine your search.

As an example, select Employee "ANA" and then click the a list of time entries for Employee "ANA".

icon on the toolbar. This will display

For a clearer view of the Jobs and time entries associated with them, click the toolbar.

icon on the

The first thing to look at are the time clocks – some are green while others are yellow. The green time clock icon represents items that are due for retrieval. The main Retrieval Status values that will be displayed are: · Due for Retrieval · No Actuals · No Service


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Due for Retrieval

In order for a time entry to be Due for Retrieval, there are two things that must be entered into the Job: 1. There must be a Service associated with the Job 2. There must be Actual times entered into the Job. No Actuals

The time entry requires Actual times. Double-click the time entry and insert Actual times in the Time Entry tab of the Time Entry window. In the following example, the Actuals have been adjusted to reflect the one (1) hour and 10 minutes actually spent on the Job. No Service The time entry requires a Service. Double-click the time entry and add the Service in the Job Details tab of the Time Entry window.

Inserting Time Entries

You can also view and change any of the Job Details if required.


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Click [Save] to continue. As there is now an Actual time entry and a Service such as Labor, the time entry will change its Retrieval Status to Due for Retrieval and will be ready to be retrieved into the Job for processing.

Retrieving Time Entries into a Job Note: Only items with a Retrieval Status of Due for Retrieval can be retrieved. You can retrieve: · All Checked time entries. A Checked time entry is one where you have ticked the check box next to the entry. · All Approved/Finished time entries. An Approved/Finished time entry is one where the Approved/Finished check box has been ticked on the Job Details tab of the Time Entry window. · All time entries marked as Due for Retrieval. During Time Entry retrieval, if a Minimum Quantity applies to the Service, only the Billing Supply Quantity will be set to the Minimum Service Quantity. The Cost Quantity will be set to the calculated Duration Quantity.

Click the

arrow to the right of the

icon to display the Retrieve drop-down list.

The following options are available: Checked, Approved/Finished or All.


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Example of Retrieving a Checked Entry Tick the check box next to each time entry to retrieve. In the following example, time entry #38 will be retrieved into Job JOB000001085.

Select Checked from the Retrieve icon drop-down list. The Retrieval Options window will be displayed.

Select the following as required. The choices are self explanatory.

Change the Billing Group description if required. Click [Accept]. The Retrieval Status of Time Entry #38 has changed to Complete and the time clock icon is now red . The Time Entry has been completed and retrieved into the Job.

Example of Retrieving an Approved/Finished entry In the following example, Actuals of one (1) hour were added to time entry #41 to make it Due for Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Time Manager

Retrieval.

Time Entry #41 has also been marked as Approved/Finished.

Time Entry #41 is the only entry with Retrieval Status of Due for Retrieval that is marked as Approved/Finished and will be the only time entry retrieved. Select Approved/Finished from the Retrieve icon menu. The Retrieval Options window will be displayed. Select the required options and then click [Accept]. The Retrieval Status of time entry #41 has changed to Complete and the time clock icon is now red . The time entry has been completed and retrieved into the Job.


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Displaying the Job associated with the Time Entry and changing the Job Status and Priority To view the Job containing the completed time entry, highlight the Time Entry and then click the

icon.

To change the Status or Priority of the selected Job, click the arrow to the right of the icon and then select Change Status or Change Priority as required.

Note: Document » Open will also display the Job, as will Ctrl+O. As an example, time entry #41 is highlighted and accordingly, Job JOB000001085 has been displayed in Document Entry. Notice the highlighted Billing Lines in the Document tree. They are labeled Inserted by Time Retrieval. The first Billing line relates to time entry #38, the second to time entry #41.

Notice the detail under the Time tab of this Job. A "virtual" view of the time entries will be displayed, i.e., the information is sourced from the Time Manager program and displayed under this tab.


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Unretrieving a Time Entry When a time entry is retrieved to a document, a Service Line is created, and during that process the time entry Retrieval Status is set to Complete.

If you delete the Service Line that originated from a time entry, the time entry Retrieval Status will now automatically be set back to Due for Retrieval. The time entry will not be deleted. This maintains integrity throughout the system when using time entries.

Customizing the Time Entry List As with most Service Manager modules, the column headers of the Time Entry list can be customized to suit your requirements. To do this, on the Enter Time Entries window, select Tools » Options and then


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Include and Exclude and reorder the columns as required.

Printing the current Time Entry List

To print the current list of time entries, click the select Listed Results.


icon and then

The Print List of Results window will be displayed.

Select the additional detail to include on the report by ticking the relevant check box(es) and then click [Print]. The Time Manager Listing report will be displayed.


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Printing the Time Entry Summary Report

To print the Time Entry Summary Report, click the select Time Entry Summary.

Refer Time Entry Summary Report


icon and then

899 .

Printing the Employee Calendar The Employee Calendar shows an employee's time entries in calendar format on an Excel spreadsheet for the specified period. This could, for example, be sent to an employee who would use it for time management purposes.

To print an Employee Calendar, click the Employee Calendar.



icon and then select

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The Employee Calendar window will be displayed.

Select the required Date Range, Employee, Period Scale and Print Destination, and then click [Print]. The spreadsheet will be generated.


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11.6 Return Authorizations

» Return Authorizations (RAs) are tracking documents generally used to return Equipment requiring service from your Customer to your Service Company or from your Service Company to the Equipment Manufacturer or Vendor. RAs include: Statuses, Shipment Details, General Comments, Manufacturer/Vendor details, Equipment and Model information, Notations, Material Requests, and source Document details.

Common Below is a list of and abbreviations used throughout this section. Company Options CRA

748

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The general Service Manager Options, accessible from V/M Setup » V/M General » Options. Customer Return Authorization. A CRA can only have that customer's Equipment on it.

Documentary Fields

If a field is said to be "documentary" it does not have any effect outside its own value; it does not affect the values of other fields or processes within RA Manager.

Expected

An RA Line is Expected if it is associated with a Receipt Shipment and has not been marked as Receipted.

Main Form

The "root level" interface form. This is the form displayed when RA Manager is launched from the Sage Acac ERP desktop.

MRA

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Manufacturer Return Authorization. A MRA can have many customers' Equipment on it going back to the one Manufacturer/Vendor.

Options

Unless specified as a Company Option, all options are set in the Document Entry Options window. Select Tools » Options to display the Options window.

RA

Return Authorization. This encomes both CRAs and MRAs.

RA Line

RA Lines represent Equipment, Miscellaneous, Unresolved, Item, and Materials Requests records associated with an RA. These lines are displayed in the list on the bottom of the Main Form.

Receipted

An RA Line is Receipted if it has been associated with a Receipt Shipment and marked as Received.

Received

Synonym for Receipted; An RA Line is Received if is has been associated with a Receipt Shipment and marked as Received.

Returned

An RA Line is Returned if it has been associated with a Return Shipment.

Vendor RA

This is a synonym for Manufacturer Return Authorization; refer MRA

VRA

Vendor RA; this is a synonym for Manufacturer Return Authorization; refer MRA 560 .


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11.6.1 Customer Return Authorization (CRA)

»

» Customer RA

Overview The Customer Return process in its simplest form is as follows: · A CRA is created for the Equipment requiring repair · A copy of the CRA is faxed or emailed to the Customer · The Customer will send the Equipment to your Service Company with a copy of the CRA attached for reference · You Receipt and Resolve (if required) the Equipment when it arrives · You Post the Equipment to a Job or a Quotation · The Equipment is repaired · You bill the Customer if the Equipment is not covered under Warranty or Agreement, adding the cost of Labor, Items, etc. · You Return the Equipment to the Customer More complex scenarios include the following: · The Equipment may not be repairable and may be scrapped · The Equipment may be replaced on a permanent basis · The Equipment may be replaced on a temporary basis, for example, while it is being repaired CRAs can be maintained from Document Entry or directly from the desktop using the Return Authorizations program.

Creating a CRA using the Return Authorizations Desktop Program

Step 1: Enter Customer Site information Click the Return Authorizations desktop icon.

The Return Authorization window will be displayed.


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Select Customer RA.

Click the Go

button. The fields will be opened for entry.


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Enter the required details, in particular the Site Number. Press Tab. Site, Bill To and Entered By information will be displayed. Note: The CRA Status is set to Unreceived.

Step 2: Add Customer Equipment to the CRA You now need to add the Equipment requiring service to the CRA. To do this, click the Insert icon on

the toolbar. Alternatively, click the arrow Equipment.

to the right of the


icon and then select

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The RA Equipment window will be displayed.

Entry Type Select the Entry Type.

Existing Select Existing if the Equipment already exists as a Site/Equipment record within the Service Manager data. Enter the Equipment Number or Serial Number. The Equipment Details will be displayed in the lower part of the window.


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Miscellaneous Select Miscellaneous if there are no details on the item to be returned, but an RA Number is required for tracking and shipping purposes. Non standard items may also fall into this category. Enter the Model Number, and Serial Number if known.


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Unresolved Select Unresolved If there are no details on the Equipment, but the Model can be identified and the Equipment details will be "resolved" when the RA is "receipted". Enter the Model Number and Quantity of that Model.


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Item Select Item if the item exists as part of your Inventory Control data. Profile tab The Profile tab displays Status, Line Status, Shipment Receipt and Shipment Return. Enter details of the Reported Problem.


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Accessories tab The Accessories tab tracks any Accessory being returned with the Equipment. The Accessories tab allows individual Model Accessories to be marked as Expected, Receipted, or Returned. This tab is available for Existing, Miscellaneous, and Unresolved Lines. The presence of the Expected list is determined by the value of the Expect Accessories check box on the General tab in RA Options. When an Unresolved line is resolved, any Accessory information is copied to each new RA Line created.

Faults tab The Faults tab permits you to enter details into the system utilizing the Fault Analyzer and Solution Finder. Details regarding common or recurring problems can easily be identified. This allows for fast turnaround and efficient repairs. Typically, enter the Symptom first, then the Fault Analyzer will resolve as part of the Job process. The Faults tab allows Fault Registrations to be stored against RA Lines. This tab is visible for all RA Line Types. Symptoms, Faults, Solutions, and Billing Templates can be specified. Fault Registrations can be inserted, edited, and deleted using the [Insert], [Properties] and [Delete] buttons, respectively. If a default Fault is configured on the Faults tab in RA Options, the Fault will automatically be added to this list when the RA Line is created. This default Fault may be edited or deleted like any other Fault Registration.

Notation tab The Notation tab allows Notations to be stored against RA Lines. This tab is visible for all RA Line Types. The process for creating, editing, and deleting RA Line Notations is identical to the equivalent processes for other Notation types. Insert a Follow-Up if required.


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Audit tab The Audit tab is only available for Existing RA Lines. The Audit tab displays a list of prior RAs for the associated piece of Equipment. No details can be edited on this form – it is purely documentary. Click [Accept]. The Equipment will be displayed in the Equipment pane.

Add further Equipment if applicable. Non-Existent Equipment If the Equipment record does not exist, it is possible to create a new Equipment record "on the fly" and add it to the RA. Select the Existing option from the drop-down menu, and then click the Create New Equipment record icon located to the right of the Equipment Number field.

The V/M Equipment window will be displayed. Enter the Equipment details and add the new Equipment record. Return to the RA Equipment window. Note: Multi Select Equipment features a Quick Create program which also allows the creation of new Equipment records "on the fly".


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Step 3: Save the RA Click the Save icon on the toolbar to continue.

The RA is allocated the next available number based on the numbering rules in Company Options » Numbering tab 758 .

Step 4: Enter Return Shipment Information Click the Returns icon on the toolbar at any time to enter Return Shipment information.

The Return Shipment window will be displayed.

Specify the predefined Ship Via method Enter the Tracking Number / Consignment Note Number, etc. Enter the redefined Shipping Method. Click the From Address tab to pick-up details.


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Click the To Address tab in case the goods are to be sent to an office other than the operator's company address. Details can be left blank at this time if the customer is responsible for organizing the return shipment details. Click [Accept] to continue. The Return Authorization window will be displayed. Now wait until the goods are received.

Receipt of Goods

Step 1: Display the Receipt from Customer window Click the Receipts icon on the Return Authorization window toolbar.

The Receipt from Customer window will be displayed.

In this example, the Equipment being received is Unresolved. It could be an existing Equipment or Miscellaneous. Step 2: Resolve Unresolved items In the lower half of the form, notice the Available and Receipted panes.


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Highlight the Unresolved item and then click the Move to Receipted icon process.

to begin the receipt

As the item is Unresolved, the first part of this process is to resolve the equipment. The Resolve Equipment window will be displayed.

The Resolve Equipment window has two main functions: 1. It may be used to resolve Unresolved RA Lines. This process generates one or more Existing or Miscellaneous RA Lines to replace or partially replace the Unresolved RA Line. The number of RA Lines generated depends on the Quantity field of the Unresolved RA Line, and how the form is completed. It is possible to partially resolve an Unresolved RA Line, producing new RA Lines and updating the Unresolved RA Line's Quantity value in the process. To launch the Resolve Form for use in this manner, select an Unresolved RA Line from the list on the

main Return Authorization window and then click the » Resolve).

icon on the toolbar (select Tools

2. It may be used is as a "quick entry" form to enter Existing and Miscellaneous RA Lines. To launch the Resolve Form for use in this manner, ensure that an Unresolved RA Line is not selected


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in the list on the main Return Authorization window and then click the bar (select Tools » Resolve).

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icon on the tool

On the Resolve Equipment window, new RA Lines can be generated by filling out the appropriate details and using the [Accept] and/or [Post] buttons. No Unresolved RA Lines are affected during this process. Entry Type Choose the appropriate Entry Type from the drop-down list and various fields will be displayed according to the selection.

The value of the Entry Type field determines what type of RA Line or Lines are created upon accepting (Immediate) or posting (Batch). Create Site Equipment

This option is always available. When an entry of this type is accepted / posted, a piece of Equipment and an Existing RA Line are created. The new Equipment uses the value of the Model field as its model, and the value of the RA Site field (entered on the Main Form) as its Site. Valid values must be provided for Serial and Model fields.

Create Miscellaneous Equipment

This option is always available. When an entry of this type is accepted / posted, a new Miscellaneous RA Line is created. Values for the Serial and Model fields are optional.

Create Site Equipment (Auto S/N)

This option is always available. When an entry of this type is accepted / posted, a piece of Equipment and an Existing RA Line are created. The new Equipment uses the value of the Model field as its model, and the value of the RA Site field (entered on the Main Form) as its Site. The Serial is generated from the Equipment Number of the newly created piece of Equipment. A prefix for this Serial may be entered on the Auto SN tab under RA Options. A valid value must be provided for the Model field.

Existing Site Equipment

This option is not generally available for selection. Instead, when a Serial Number is matched against that of en existing piece of Site Equipment, this option is added to the list of available options and is automatically selected. During this process, model information will be loaded from the Equipment record, and displayed in the Model field. A label will appear, containing the phrase "Existing Site X Equipment", where "X" is the Site Number of the Site the Equipment presently belongs to. When the entry is accepted / posted, a new Existing RA Line will be created, and will reference this existing piece of Equipment.

Transfer Equipment This option functions in a similar fashion to "Existing Site Equipment". When the Serial Number of a piece of Equipment is recognized as that of an existing piece, but belongs to a Site other than that specified in the Site field on the Main Form, the "Transfer Equipment" option will appear and is automatically selected. A label will appear, containing the phrase "Transfer from Site X", where "X" is the Site the Equipment is presently assigned to. When the entry is accepted / posted the piece of Equipment is transferred to the Site specified in the Site field on the Main Form and a new Existing RA Line is created, referencing this piece of Equipment.

Serial Number / Equipment Model Enter a Serial Number. If it exists, the Equipment details will populate. If the Equipment does not exist, enter an Equipment Model.


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Use the Equipment Model Finder to locate the Equipment if it exists in the system. Track Warranty Tick this check box to track (apply) a manufacturer Warranty period that will be used in the new RA Line created when the entry is posted / accepted. The value in this check box is defaulted from the relevant Equipment / Model record. Auto Increment Serial Numbers If the Unresolved Quantity is greater than one (1), you may click [Auto] to increment the Serial Numbers for subsequent Equipment records to be created. Click [Accept] once the Equipment Serial Numbers and details are correct.

When you tab off the Serial Number, the Equipment details will be updated. You are able to view extra information on the Equipment via the mini toolbar located in the middle of the page. Mini Toolbar The mini toolbar is located between the Track Warranty field and the list of entries. There are three buttons on the toolbar. Below is a description of each button, from left to right. Line Properties

View the individual line Equipment profile as created within the RA Manager. This button is only available when the Resolve Method is set to "Immediate", and an entry that has already been resolved is selected in the list. When clicked, the RA Line Properties form will appear, allowing the details of this RA Line to be viewed and edited. Equipment Properties

View the Equipment Properties for this record. This button will be available whenever working with "Existing Site Equipment" and "Transfer Equipment" entries (irrespective of the Resolve Method). It will also be available when the Resolve Method is set to "Immediate", and an entry that has already been resolved is selected. When clicked, the Equipment Setup UI is displayed, allowing the properties of the Equipment itself to be viewed and edited.


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Custom Fields

View Custom Fields associated with the Equipment record. This button will be available whenever the "Equipment Properties" button is available, providing that the piece of Equipment is set up to use Custom Fields. Click [Close] to continue.

Post RA Equipment records to a Job

To add an RA to a Job, open the required RA and then click the

icon on the toolbar.

Alternatively, select Tools » Post to Document.

The Post Equipment To Document window will be displayed. Select the type of document you require, as it is possible to move the RA items directly to a Job or a Quotation.

Select the required method of posting: All Equipment on the RA is to be moved to single Job/Quotation or Each piece of Equipment is to be moved to its own individual Job/Quotation or Add the Equipment on the RA to an existing Job/Quotation in the system.


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Upon successful posting, a Confirmation message will appear with the details of the Job or Quotation created.

You will also notice that upon returning to the Return Authorization window, the RA Status has been updated.

Displaying the RA in Document Entry The example below shows the RA in the Document Entry document tree.

Double-click the RA to view the RA details.


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Creating a CRA from Document Entry You can create RAs directly from within a Job or Quotation in Document Entry. Select the Equipment node.

Click the drop-down list arrow to the right of the Return Authorization for Equipment icon.

Select Add to Customer Return Authorization. The Find Items and Equipment for Job window will be displayed.


fast

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All Equipment and Items associated with the Job will be listed. If an Equipment or Item node was selected in the document tree, the check box for that record will be ticked. Tick the check box of each Equipment or Item record to be added to the RA. Click [Accept]. The Equipment will be listed in the lower pane of the Return Authorization window.


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Continue as per the instructions above.

11.6.2 Manufacturer Return Authorization (MRA)

»

» Manufacturer/Vendor RA

Overview The Manufacturer/Vendor Return process in its simplest form is as follows: · A MRA is created for the Equipment requiring repair (or more typically, the Equipment is added to an existing MRA) · You Return the Equipment to the Manufacturer/Vendor with a copy of the MRA attached for reference · The Equipment is repaired · The Manufacturer/Vendor sends the Equipment back to you · You Receipt the Equipment There are many other more involved scenarios as the Manufacturer/Vendor may repair the Equipment, replace the Equipment or simply credit the cost of the Equipment. MRAs can be maintained from Document Entry or directly from the desktop using the Return Authorizations program.


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Creating an MRA using the Return Authorizations Desktop Program

Step 1: Enter Manufacturer/Vendor information Click the Return Authorizations desktop icon.

The Return Authorization window will be displayed. Enter the Vendor Site and the Vendor. These are mandatory fields. Use the Finder to select the required details.

Note: The MRA Status is set to Unreceived. After the manufacturer/vendor details have been entered, click the Save icon on the toolbar to continue with the MRA.

Step 2: Enter Return Shipment Information Click the Returns icon on the toolbar at any time to enter Return Shipment information.

The Return Shipment window will be displayed.


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Ship Via - Specify the predefined method of shipment to be used in returning the goods to the manufacturer/vendor. Enter the Tracking Number / Consignment Note Number, etc. Enter the redefined Shipping Method. Click the From Address tab to pick-up details. Click the To Address tab in case the goods are to be sent to an office other than the operator's company address. Details can be left blank at this time if the customer is responsible for organizing the return shipment details. Click [Accept] to continue. The Return Authorization window will be displayed. The system will now display the MRA Number.

Step 2: Add Equipment to Return to the Manufacturer/Vendor You now need to add the Equipment requiring service to the MRA. To do this, click the Insert icon on the toolbar. Alternatively, click the drop-down list arrow to the right of the Insert icon and then select Equipment or Multiple Site Equipment.


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The RA Equipment window will be displayed.

Select the type of record being returned: Existing – An existing Service Manager Equipment record Enter a Serial Number or Equipment Number and then press Tab. Details such as Serial Number, Equipment Code, Model and Model Description will be displayed.


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The Equipment Details will be displayed in the lower part of the window. Warranty information is available as well as History and Custom Fields (if applicable). The Equipment Status can be updated from this section as well. Click [Update] to refresh Equipment Details. Miscellaneous – Miscellaneous Equipment - used where the Equipment is unknown or cannot be matched quickly to a Service Manager Equipment record Enter a Serial Number and Model, if known, otherwise leave blank.


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Item – An existing Inventory Item Enter an Item Code and then press Tab.


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Materials Request – Normally used to request parts required for a repair from the manufacturer of the Equipment


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Click [Accept] after all the details have been completed. This basically completes the creation of an MRA.

Step 3: Return the Goods to the Manufacturer/Vendor To return Equipment to the Manufacturer/Vendor, click the Returns icon on the toolbar.

The Return to Manufacturer window will be displayed. The window has three specific panes: Available Return Shipments, Not Yet Returned and Returned.


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Highlight an entry in the Not Yet Returned pane and then click Manufacturer/Vendor.

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to return the Equipment to the

The entry will now be transferred to the Returned pane.

After completing this task, click [Close] to return to the Return Authorization window. Notice the updates on the Return Authorization window. The Entry Type now has a green tick through it and the RA Status has been automatically changed to Received.


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The RA has been completed and dispatched.

11.6.3 Equipment Exchange Process The basic process is typically as follows: · The Customer calls and wishes to return a PDA, for example. · The RA program is opened in Service Manager and an RA is issued to the Customer. If the Serial Number is in the system, the Equipment can be put on the RA, otherwise it can be logged as a Miscellaneous record. The Customer is advised that an Exchange will be shipped and the RA is printed and emailed to the Customer to allow them to return the faulty unit. The call concludes with the Customer. The Equipment on the RA is then posted to a Job in Document Entry by clicking the Post icon. During this process make sure that the Job Type is set to Service Exchange. · The Equipment will be added to the Equipment marker in the template. (If Miscellaneous, it will be created as Miscellaneous and can later be changed to the actual record when receipted in). · Add/Modify/Delete any Services and Items that have loaded from the template as required. One of the items should be an Exchange unit for the Equipment being returned, and it should be specified from the "Exchange" Location in Inventory. Set the Item Status (Item Properties, right hand side of screen), to Advanced Replacement. That way Document Query can be used to identify all Jobs in the system that have items on them with Item Status set to Advanced Replacement. This can easily be printed as well using the new Export to Excel (File menu) function. · The Supply Quantity should be set to one (1) and the Unit Price will load from IC price lists as applicable. i.e., if the original Equipment is returned, it will not be necessary to charge for the unit so the unit price will be set to $0. If the original Equipment is not returned, it will later be charged at normal pricing plus the repair charges. Note that when the Job is saved, then the item quantity will be decremented from that location. · To create paperwork for the advance shipment, click the Post icon in Document Entry, but do not post an invoice, just click [Preview] and maybe build a specification in Crystal Reports to better track the movement of the goods as they may not want all the detail the standard specification has. · Set the Job Status to Awaiting Equip RTN. At this point it is not necessary to do anything further until the original Equipment has either been returned or not. If the Job is a WIP Job, it would have taken the costs to the balance sheet. We recommend that you run a Service Manager Day End 640 at some point as that will take up WIP to the balance sheet. If not using WIP Jobs, this last process will not be required.


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One other suggestion would be to add a Notation with a Follow-Up (could come in with template) to remind the operator to chase up the return in 5 days if not received back or whatever is the normal check-in time for return of goods. If using Monitor 600 (V/M Management » Monitor) the operator will be auto warned to Complete the Job. *** Now assume that the unit is now returned. · Open the original RA and then click the Receipt icon to receipt the Equipment in. Load the original document by clicking the Document icon on the top too bar. Find the Item detail line for the item shipped in advance and set the status back to None and change the unit price to $0 if not being billed. i.e., unit was returned. Complete any repair to the Equipment and add or adjust charges as applicable. · Click Post to post an invoice and take up costs as applicable. The invoice can be printed to email or hard copy as required. During the posting function, if the item relationship was correctly set in setup above, a new Equipment record will be created for the Item shipped. Obviously a Serial Number will need to be specified when adding the Item that was advanced shipped in the first instance. *** Return to Inventory To return the unit that was returned damaged (Equipment node in tree), click on the Equipment, and then select Tools » Return to Inventory (IC Shipment Return). This opens the I/C Shipment Screens. At this time Service Manager is not populating parameters from the Equipment record so the return has to be processed manually. Set the Entry Type to Return. Add the Customer ID (very important). Choose the Service Exchange Location (not the New item location for that item). This is important or S/N may not display Serial Numbers and make the process difficult to complete. Insert the the Item detail line. Enter a Quantity to be returned and if S/N is installed you will be asked to choose a Serial Number being returned or type one in. Add the cost and any other values to the cost being returned if applicable. Post the return. The Job should now be complete so set the Job Status to "Complete". *** Run Day End Processing

640 .

If using WIP, on the Work in Progress tab, tick the Recognize Revenue and Expenses check box. Tick Apply Criteria, clear the Select All check box and then tick the Completed check box only. Click Go to list all WIP Jobs that have been Completed. Click [Process] to process these items. All WIP entries will reverse off the balance sheet to the P&L as required. *** That should be it. It seems to be a rather lengthy process, but it is happening at different times in the workflow and does not really take that long. It is also important to reiterate that a lot is happening here, but all controlled by the integrated ing system now. *** Document Query 475 can now save column headers when saving a query, and it is possible to print the query to Excel by selecting File » Export to Excel. This will create an Excel file and allow it to be opened immediately so that it can be printed. The queries that are particularly useful are Status set to Awaiting Equip RTN, Item Status set to Advanced Replacement and Site, so that you can check all open Jobs for a Site. Date range can be selected per options and compound queries can be created. *** The only adjustment to the above process that might be recommended is during the return of the Advanced Replacement item, it is suggested that you use the Print Preview function to create a dummy shipment document.


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11.6.4 Printing RAs Refer Return Authorization Forms

933 .

11.7 Fault Analyzer

» Overview Fault Analyzer is a comprehensive help desk tool that allows you to find fault related information by Symptom, Fault, Solution, Equipment Model, or any combination thereof. Powerful filtering tools help you to find information quickly and existing registrations logged in the Fault Analyzer provide a knowledge base of information at your fingertips. Use this tool to search for common problems or list any solutions used in the past to rectify a particular fault. There are comprehensive import/export functions available in Fault Analyzer to enable you to load Manufacturer specifications if required. You can run the Fault Analyzer from Document Entry or directly from the desktop using the Fault Analyzer program.

Related Topics ing an Equipment Fault

188

Running the Fault Analyzer from Document Entry To run the Fault Analyzer program from Document Entry, select an Equipment node and then click the

Fault Analyzer

fast icon.

The Criteria window will be displayed.


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Enter the search criteria in the Symptom Criteria, Fault Criteria and Model Criteria tabs. Note: If an Equipment node is selected in Document Entry when you run the Fault Analyzer, the Model Criteria is prefilled from the Model data relating to the Equipment.

Click [Accept] to search through the Fault Registration database. Fault Analyzer Viewer The Fault Analyzer window will be displayed. With the Results node expanded, you can see the result of the search. It has listed a piece of Equipment, a Symptom code and a Fault.


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Fault Analyzer

Select the NEC - PM500 Equipment node.

Model information Note the Model information that is shown.


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Solution information The Solutions will also be listed.

Double-click a Solution to display the Solution details.

Fault information Select the BR45 - Power supply fails Fault node. Note the Fault information that is shown.


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Fault Analyzer

Symptom information Select the SYM1 - No power Symptom node. Note the Symptom information that is shown.

Fault Registrations Jobs containing Fault Registrations that match the selection criteria are shown in the Registration detail pane. From here you will be able to see that, for example, the Equipment selected has been in for repairs with the same Fault previously.


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View Options You can toggle the display of the Criteria and Registration detail panes. To do this, click the arrow

to the right of

and then select View Criteria or View Registrations as required.

You can also Include, Exclude and change the order of columns in the green detail panes. To do this, select View » Options. The Options window will be displayed.


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Fault Analyzer

ing a new Fault The [Insert] button will be enabled if a Symptom and Fault are shown.

Click [Insert]. The Fault Registration window will be displayed.


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Tick the Fault is Classed as Failure check box to indicate that the Fault is severe and the Equipment requires shutdown or replacement. It can also be used for reporting purposes. Enter the Repair Duration if known. Click [Accept]. The fault will be added to the document tree under the Equipment Fault Registrations node.

Running the Fault Analyzer from the Equipment Properties "Reported Problem" tab Display the Equipment Properties. To do this, double-click the Equipment entry in the document tree or right-click the Equipment entry and select Properties. The Equipment window will be displayed.


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Fault Analyzer

All ed Faults for the Equipment will be shown in the ed Faults section. Click [Analyzer] to start the Fault Analyzer 590 . Search through existing ed Faults looking for Symptoms and Faults that may apply to the selected Equipment Model or a similar Model.

Running the Fault Analyzer from the Desktop Click the Fault Analyzer desktop icon.

The Fault Analyzer window will be displayed.


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Select a Search by option.

The Criteria window will be displayed.


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Fault Analyzer

Enter the search criteria in the Symptom Criteria, Fault Criteria and Model Criteria tabs. Click [Accept] to search through the Fault Registration database.

11.8 Monitor

» Overview The Monitor program allows you to proactively manage Time Entry Alarms and Notation Follow-Ups that are due for action. It is suggested that on a daily basis, Monitor be loaded and minimized on your desktop when first entering Service Manager. This will ensure that warnings for Alarms and Notations are received in advance.

Related Topics Time Entry / Recording Time Notations

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Starting the Monitor Program Click the Monitor desktop icon.


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The Check Alarms and Follow-Ups window will be displayed.

Using the Monitor Program Note again that the Monitor program will alert the operator when a monitored event is due for action. The Monitor program can be minimized, and upon an event arising, the Monitor will sound and the alert will be displayed. All active Employees will be listed in the left-hand pane. Select the Employee(s) to check Alarms and Follow-Ups for. Specify the interval at which Service Manager should Check for Alarms and Follow-Ups, e.g., every 1 Minute.

Check Now To display Alarms and Follow-Ups due since they were last checked, set Advance Alarm Checking and Advance Follow-Up Checking to Now and then click the Check icon on the toolbar. Alarms and Follow-Ups will be displayed in the right-hand pane.


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Monitor

Advance Checking The Monitor program can warn of Alarms and Follow-Ups due within, for example, the next 30 Minutes. Specify the timeframe from the drop-down list for the respective Alarm or Follow-Up and then click the Check icon on the toolbar.

Actioning a Follow Up

Double-click the Notation Follow-Up event to display the Notation.


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Monitor

Once you have actioned the Follow-Up, tick the Follow-Up Actioned check box and then click [Accept]. This will also tick the check box to the left of the monitored event. Actioned events will no longer appear on the event list.

Note: If you clear this check box, Follow-Up Actioned in the Notation Follow-Up tab will be cleared.


Management Programs

11.9 Search Custom Fields

» Overview This program allows you to search Custom Fields

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Starting the Search Custom Fields Program Click the Search Custom Fields desktop icon.

The Search Custom Fields window will be displayed.

Building the Search Criteria Click the New icon on the toolbar. The Search Criteria window will be displayed.


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Search Custom Fields

Select the Custom Field Type and additional search criteria.

Click [Accept] to add the criteria to the Search Custom Fields window. You can add multiple criteria in the same way.


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Running the Search Once you have specified the search criteria, click the Find icon on the toolbar. All Custom Fields matching the search criteria will be listed in the Results pane.

Double-click any item in the Results pane to view it.

11.10 Task Manager

» Overview The Task Manager allows managers to quickly review, update or query Tasks and allows employees to


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Task Manager

complete Tasks without the requirement of entering a Job, if security is an issue. Queries can be saved and grouped into logical groups. This provides quick access to frequently used queries.

Related Topics Task Setup

825

Starting the Task Manager Program Click the Task Manager desktop icon.

The Task Manager window will be displayed.

Note that the Task Manager window has two tabs - Saved Queries and Available Criteria. The general idea is to create a query in the Available Criteria tab and then save it into a Query Group. The query can then be run at any time from the Saved Queries tab, which is shown by default when you click the Task Manager desktop icon. The example below shows two saved queries in a Query Group named Site 1100.

Creating a Query Click the Available Criteria tab. The available query criteria will be displayed.


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Build the query As an example, we will build a query that displays all Tasks for Site 1100 that have a Task Status of In Progress. Double-click Document Tasks for Site. Alternatively, highlight Document Tasks for Site and then click [Include].

Select Site 1100 and then click [Accept].

Note that the query will show in the right-hand pane of the Task Manager window while it is being built.


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Task Manager

Double-click Task Status. Alternatively, highlight Task Status and then click [Include].

Select Task Status In Progress and then click [Accept].

Note again how the query is being built.

Run the query Run the query to test it. Click the Proceed toolbar icon to run the query.


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The query results will be displayed in the Results pane at the bottom of the window.

The Results pane is flexible and customizable. To change the columns that are displayed and their order (left to right), select View » Options.

Include or Exclude columns as required and change their order (left to right) using the up and down

arrows

.


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Task Manager

The result list can be sorted in ascending or descending sequence using any column as a Sort By field. Initially, the results will be listed by Document Number in ascending sequence. Click the column header of the column to sort the results by. Click it again to change the sequence. The blue arrow to the left of the column name indicates the sort sequence. - ascending sequence - descending sequence Note: This flexibility of column display exists throughout Service Manager although it may not always be stated. Save the query Click the Save toolbar icon to save the query.

The Save Query dialog will be displayed.

Type a Query Name and Query Group Name and then click [Accept]. Note: Duplicate Query Names are not allowed.

Click [Yes] to save the current state of the column headers (including column width).

Saved Queries Saved Task Manager Queries are stored in a single XML file per . This file can be copied and used by other s. Refer Standardizing Queries across all s 620 . Running a Saved Query To run a saved query, you must highlight it in the Saved Queries tab and then click [Include]. The query will show in the right-hand pane of the Task Manager window. Click the Proceed toolbar icon to run the query.


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All the Jobs with Tasks that match the criteria will be listed in the Results pane. You can sort the results by clicking the appropriate Column header.

Deleting a Saved Query To delete a Saved Query, highlight the relevant query and then press Delete or click Renaming a Query Group To rename a Query Group, right-click the relevant Query Group and then select Rename Group.

The Rename Group dialog will be displayed.


.

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Task Manager

Type the new Query Group Name and then click [OK]. Renaming a Query / Moving a Query to another Query Group To rename a Saved Query or move a Saved Query to another Query Group, right-click the relevant Saved Query and then select Edit Query Details.

The Edit Query dialog will be displayed.

Type the new Query Name and/or change the Query Group, and then click [Accept].

Displaying a Task in Document Entry Double-click a Task to display the Task Billing Group in Document Entry.


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Note: When loading Documents into Document Entry with Drill or Drag mode of loading, only the relevant Document tree node will be loaded. Click [Load Entire Document] to load the full Document.

Displaying the Master Task Highlight the Task and then click the Task icon on the toolbar.


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Task Manager

The Tasks window will be displayed.


Management Programs

Displaying a Quick Document View Highlight the Task and then select Quick View from the Doc Entry toolbar icon drop-down.


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Task Manager

The Document tree will be displayed without loading Document Entry.


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Double-click any line to open it in Document Entry.

Importing Queries from earlier versions of Service Manager In earlier versions of Service Manager, Task Manager queries were saved as individual .tmq files. We suggest that you import these into the new query framework. To do this, click Saved Queries tab. locate the query and then save it in the required Query Group.


on the

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Task Manager

Standardizing Queries across all s Saved Task Manager Queries are stored in a single XML file named VMTaskMgrQueries.tps per . This file is located in the following folder: C:\Acac\\ For example: If the is ANA, the file will be located in C:\Acac\\ANA; if the is , the file will be located in C:\Acac\\. To standardize queries across all s, copy the "master" source file containing all the queries to all the folders.


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Periodic Processing Programs

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Chapter 12: Periodic Processing Programs

The Periodic Processing programs should be run regularly to process data that is entered into Service Manager. Periodic Processing programs include: · · · ·

Meter Processing Day End Processing Basic Maintenance Processing Create G/L Batch

12.1 Meter Processing

» Overview Meter Processing provides the tools to list Equipment that are due to have their Meters read, enter Meter readings without entering into Jobs or Agreements, and process the readings in batch form. Criteria such as Meter reading Employee, Site, Zone, etc., may be set to filter meter reading requirements. Once the readings have been entered, they can be processed, automatically updating their related Meter Agreement Documents to calculate billing due, based on the meter usage since it was last read or billed. The Multi Post

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program can then be used to print and post invoices for those meter agreements.

Related Topics Equipment Setup » Meter Types Equipment Setup » Meters Meter Agreements

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Starting the Meter Processing Program Click the Meter Processing desktop icon.

The Equipment Meter Entry window will be displayed.


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Meter Processing

Using Meter Processing

Specify the Criteria

If the Criteria section is not shown, click the Criteria icon on the toolbar. You can toggle the display of the Criteria section off and on.

Enter the search criteria. · Site Zones – Select the applicable Zone(s). · Sites – Select the Site(s) for which meter readings are to be entered or processed. · Models – There may be specific Models that need to have their meters read. Select from the Finder or enter the Model number. · Employees – In a busy Service Center, it may be more practical to enter the results of meter readings by Employee. · Include Entered – Tick this check box to include Meter readings that have already been entered. Tick the Entered Date check box to filter the results using the date specified. Note: != means not equal to. · Equipment with Maintenance Enabled – Tick this check box to limit the search to include only Equipment with Maintenance Enabled. · Only Meters with Maintenance Conditions – Tick this check box to limit the search to include only Equipment that have Maintenance Conditions. · Schedule Filter o Select All Meters, Meters with a Reading Schedule or Meters without a Reading Schedule. o Show Due Only – This check box is normally ticked. Meter Readings are generally entered and processed when they fall due. Run the Search

Click the Refresh icon

on the toolbar. All Meters matching the selected criteria will be



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displayed in the Results pane.

As with most Service Manager modules, click the column headers to sort the results in ascending or descending sequence. You can also Include, Exclude or reorder columns. To do this, select Tools » Options. You can also drag and drop header columns from one position to another. Notice that more toolbar options become active when you select and highlight a Meter line.

Enter Meter Readings To enter readings for a Meter, double-click the relevant Meter line. The Meter Reading window will be displayed.

Enter the reading units, date and time, and then click [Accept]. Note: The current date and time will be displayed by default. Click [Readings] to show all readings for this meter.


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Multiple meter readings Multiple meter readings can be entered quite simply: · · · · ·

Sort the data as required. Highlight the first record and then press Enter. The Meter Reading window will be displayed. Enter the meter reading. Press Tab. Press Enter. The program automatically moves to the next record. Enter the meter reading for that record, and so on.

View or Modify the Meter Agreement Highlight a Meter line in the Equipment Meter Entry window Results pane. If the Equipment is

covered by a Meter Agreement, the Agreement icon on the toolbar will be active. Click the Agreement icon to display the relevant Meter Agreement Document in Document Entry.



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Click the Agreement icon on the Document Entry toolbar to view or modify the relevant Agreement. The Agreement Setup window will be displayed.


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Meter Processing

View the Equipment Meter Highlight a Meter line in the Equipment Meter Entry window Results pane. Click the Meter icon

on the toolbar to display the Meter Properties.

View the Equipment Graphic Highlight a Meter line in the Equipment Meter Entry window Results pane. Click the View icon

on the toolbar to display a picture of the metered Equipment.



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View Custom Fields Highlight a Meter line in the Equipment Meter Entry window Results pane. Click the Custom Fields

icon

to display the Custom Fields for the Equipment Model associated with the Meter.

Print a Meter Worksheet

Click the Print icon displayed.

to print a Meter Worksheet

915 .

The Meter Worksheet window will be


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Meter Processing

Select the report sequence in the Order By field.

Include Additional Information, s, Reading History and print each meter on a separate page, as required. Click [Print]. Sample Report

Process the Meter Readings Once you have entered meter readings, you need to process them. Processing the Meters will recalculate the billing on all Meter Agreement Documents for each Meter. Tick the check box to the left of each Meter to process.



Click the Process icon

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. A Warning message will be displayed.

Click [Yes] to continue. A Confirmation message will be displayed.

Click [OK] to continue. An additional Confirmation message may be displayed.

Click [OK] to continue.

Multi Post Agreement Invoices Once the Meters have been successfully processed, proceed with Multi Post process.


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to complete the billing

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Basic Maintenance Processing

12.2 Basic Maintenance Processing

» Overview The Basic Maintenance Processing program allows you to search for all Equipment due for Maintenance based on certain predefined conditions set up as part of each Equipment's Maintenance program. When a Condition, or group of Conditions are true, Actions are triggered. Actions can either create a new Job only or create a new Job, Invoice immediately and Complete the Job. Basic Maintenance Processing helps manage volumes of transactions at once rather than having to go to each individual Equipment record to process its maintenance separately. Note: Basic Maintenance Processing will not be available if Basic Maintenance tracking is disabled. Refer Company Options » Processing tab » Track Basic Maintenance 754 .

Related Topics Basic Maintenance Setup

730

Service Manager Advanced Maintenance Add-On

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Starting the Basic Maintenance Processing Program Click the Basic Maintenance desktop icon.

The Process Equipment Basic Maintenance window will be displayed.



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Using Basic Maintenance Processing

Specify the Criteria

If the Criteria section is not shown, click the Criteria icon on the toolbar. You can toggle the display of the Criteria section off and on.

Enter the search criteria. · Site Zones – Select the applicable Zone(s). · Sites – Select the applicable Site(s). · Models – There may be specific Models that require Maintenance. Select from the Finder or enter the Model number. · Process Date – Process Date can be moved forward in the case of weekends. Can also be used to track Equipment Maintenance that is about to fall due, to the date specified. · Non Metered & Metered – Include Non Metered Equipment and/or Included Metered Equipment. You must select at least one of Non Metered and Metered.


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Run the Search

Click the Refresh icon on the toolbar. All Equipment due for Maintenance matching the selected criteria will be displayed in the Results pane.

As with most Service Manager modules, click the column headers to sort the results in ascending or descending sequence. You can also Include, Exclude or reorder columns. To do this, select Tools » Options. You can also drag and drop header columns from one position to another. Notice that more toolbar options become active when you select and highlight an Equipment Maintenance line.

Right-click Functions Many functions are available by right-clicking on an Equipment line.

View Maintenance Setup

Highlight an Equipment line. Click the Setup icon on the toolbar to display the Equipment Maintenance Setup. You can also right-click on the Equipment line and select View Maintenance Setup. The Basic Maintenance window will be displayed.



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Related Topics Basic Maintenance Setup

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Check for Generated Documents/Invoices Use this function to list Documents / Invoices generated for the selected Equipment. The Document / Invoice may have been generated by Basic Maintenance Processing or by Basic Maintenance Setup 730 .

Highlight an Equipment line. Click the Created icon Documents / Invoices window will be displayed.

on the toolbar. The Generated


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Enter a Date Range and then click Go

.

Double-click any document listed. Jobs will be displayed in Document Entry.



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View Custom Fields

Highlight an Equipment line. Click the Custom icon Equipment Model.

to display the Custom Fields for the

View Equipment History

Highlight an Equipment line. Click the History icon to quickly and easily extract history for the selected Equipment item. Click the Proceed icon on the toolbar to refresh the screen details.


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View Site s

Highlight an Equipment line. Click the s icon Equipment.

to display Site s for the selected



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Process / Post the Maintenance Once you have checked that the maintenance item is correct, you can then process / post the selected Equipment Maintenance.

Click the Process icon

on the toolbar. A Warning message will be displayed.

Click [Yes] to continue. To view the details of successful processing, click the Created icon and search for created documents. Double-click a Job to view it in Document Entry. Export to Excel The Maintenance items listed in the Results pane can be exported to Excel. This can be done both before and after processing/posting the Maintenance. Select File » Export to Excel.


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The Save As window will be displayed.

Select the Folder and File name required and then click [Save]. Click [Yes] when prompted to view the Excel file.

12.3 Day End Processing

» Overview Day End Processing is a task that would normally be performed at the completion of a day's data entry, but may be run at any time. The Day End process will transfer and update information generated from Invoices, Credit Notes, Cost Only Entries, Work in Progress (WIP) transactions, Receipts, and Warranty Claims generated since the last Day End was processed. A separate Service Manager Invoice Batch is created in s Receivable for revenue based information Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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including: Sales Revenue, Discounts, Agreement Cover, Tax, and Document Rounding. This Batch is then posted from within the s Receivable module to commit the journals to the General Ledger. The Cost journals for these postings will be posted directly to a Service Manager General Ledger Batch including Work in Progress, and Warranty transactions. Refer ing and Integration 25 for a detailed analysis of how these transactions flow through the system. Other tasks performed by Day End Processing include: Aging of completed Jobs to History, Posting of Payment Receipts to an s Receivable Receipt Batch, Updating of Statistics, Posting of due Amortization journals, the reversal of Warranty Claim journals, and recognition of Work in Progress Revenue and/or Expenses. An Audit report can be printed and purged at the completion of Day End Processing.

Related Topics ing and Integration

25

Starting the Day End Processing Program Click the Day End Processing desktop icon.

The Day End Processing window will be displayed. It displays Postings due for processing, i.e., Invoices, Credit Notes or Cost Only entries that have not been processed since the last Day End.


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Day End Processing

To easily distinguish Invoices from Credit Notes, the Credit Notes will appear in red. Notice in the lower right hand corner, the Total Due that is displayed. This is the sum of the Amount Due for each Posting that you have ticked. Double-click a Posting to open it. If your company uses multicurrency ing native currency details.

39

, then the column headers will display the currency and

Processing Options



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Age Completed Jobs to History – Any Job that has been invoiced and completed, will after a nominal period, as defined in setup, be moved from the document system to history. Each Day End Process will check for Jobs to be moved. Post A/R Remittance – Post cash batches to A/R. Age Completed Return Authorizations to History - Any Return Authorization that has been completed, will after a nominal period, as defined in setup, be moved from the RA system to history. Each Day End Process will check for RAs to be moved. Process Due Amortizations – Agreements that have amortization entries. Usually will occur on the due date and will post directly to G/L. Process Claimed Warranties – At the end of each month you may need to process the warranty claims. This will process these claims and adjust the G/L accordingly. Print End of Day Audit (Posting Journals) – The system allows you to print the day end audit to screen, printer, file or email. Open Posting Schedule on Completion – Allows you to open the posting schedule program upon completion of day end to view future due postings. Refresh Maintenance Totals and Statistics from Worksheets – This option is only available if the Service Manager Advanced Maintenance Add-On 1012 module is installed. Tick this check box to update Maintenance Totals and Statistics from the Advanced Maintenance Worksheets. Post Zero Value Lines or Invoices/Credit Notes to A/R – Post zero value lines to A/R. Process a Single Service Center – Allows you to process Day End for a single Service Center. Select the Service Center to process and then click Go listed and available for processing.

. Only Postings for the selected Service Center will be

This option will only be available if you are using the Service Manager Service Center Add-On


1319

.

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Day End Processing

Work in Progress tab

Post Due Work in Progress

Tick the Post Due Work in Progress check box to post WIP journals to the general ledger for all WIP jobs that have a WIP balance due. To view the total balance before posting, click [Show WIP Amt.].



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Recognize Revenue and Expense

Tick the Recognize Revenue and Expense check box to recognize Revenue and Costs from all Invoices, Credit Notes and Cost Only entries that have not been previously recognized. WIP G/L entries will be reversed out and posted to their actual G/L s. A WIP job must be ticked to be considered. To do this, you may either: Open the Job in Document Entry and tick the Recognize Posted WIP check box,


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Day End Processing

or specify the Criteria to selectively choose which Jobs are to be recognized.

You can search for Jobs by Job Status and those that match the specified Percentage Complete, Percent of Budgeted Revenue and Percent of Budgeted Cost. These items can be selected by ticking the appropriate box and entering a percentage value. Click Go criteria will be listed.

. All WIP Jobs that match the

Running Day End Click [Process] to run Day End Processing. A Warning message will be displayed.



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Click [Yes] to continue. A Confirmation message will be displayed showing the Day End batch processing number.

Click [OK] to continue. If you ticked the Print End of Day Audit (Posting Journals) check box, the Posting Journal window will be displayed allowing you to print the Posting Journals for the Day End just completed. Refer G/L Posting Journal Report 960 . The Day End Processing window will close.

Examine A/R Invoice Batch

Click s Receivable » A/R Transactions » Invoice Batch List to view the A/R Batch that was created. The A/R Invoice Batch List window will be displayed.


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Day End Processing

Select the batch from the list and then click [Open] (you can also double-click on the batch) to drill into it and view its details. The A/R Invoice Entry window will be displayed.

Notice the Description - V/M Invoice/Credit 174 - and that the Type of batch is Imported.



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Examine G/L Batch

Click General Ledger » G/L Transactions » Batch List to view the G/L Batch that was created. The G/L Batch List window will be displayed.

Select the batch from the list and then click [Open] (you can also double-click on the batch) to drill into it and view its details. The G/L Journal Entry window will be displayed.


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Day End Processing

12.3.1 Day End Processing of G/L Segment Overrides G/L Segment Overrides can be set for any of the following: Employee 784 , Phase 805 , Job Type 813 , Service Center 1326 (if the Service Manager Service Center Add-On 1319 is installed), and that is their order of precedence. If you are using Specified G/L s in Service Setup 786 , all G/L Segment Overrides will be ignored when Day End 640 is processed. G/L Segment Overrides are processed at Day End. Note: It is important that if using Segment Overrides at any level in Service Manager, the default s specified must include at least one code from G/L that includes the segment that will be overridden. If a default is set that does not include a Segment Override (e.g., base ), no Segment Override will occur. i.e., Segment Overrides are ignored and the base is used only. This applies to Service Setup 791 in Service Manager and Category and Set code setup in Inventory Control. When you process an entry at Day End and the G/L segment to post to does not exist: · If the base G/L exists with no associated G/L segment s, the entry will post to the base G/L . · If the base G/L exists with associated G/L segment s, an Error message will be displayed: “Invalid input. General Ledger xxxxxxxxx does not exist.” and the entry will not post. Example:



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1. You set up a G/L Segment Override that will post to G/L 4020-200-50 (which does not exist). As the base G/L 4020 has no associated G/L segment s, the entry will post to G/L 4020 and no Error will be displayed. 2. You set up a G/L Segment Override that will post to G/L 4010-200-50 (which does not exist). As the base G/L 4010 has associated G/L segment s, an Error message will be displayed and the entry will not post.

12.4 Create G/L Batch

» Overview Defer G/L Posting and Consolidation options have been introduced if G/L Sub Ledger Services has been activated for the Company's data. This brings two new icons to the desktop 1) G/L Transactions Report and 2) Create G/L Batch 651 . These functions operate in exactly the same way most other Sub Ledgers manage this facility.

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To defer G/L posting, i.e, create G/L batches manually, select On Request Using Create G/L Batch Icon. The G/L Integration options also let you: · Add new transactions to an existing G/L batch or create a new one (and optionally post it directly to G/L s). · Consolidate transactions during batch creation. Note: You must print the G/L transactions

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before using the Create G/L Batch program.


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Create G/L Batch

Related Topics s Receivable » A/R Periodic Processing » Create G/L Batch Inventory Control » I/C Periodic Processing » Create G/L Batch Order Entry » O/E Periodic Processing » Create Batch Day End Processing

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G/L Transactions Report

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Starting the Create G/L Batch Program Click the Create G/L Batch desktop icon.

The Create G/L Batch window will be displayed.

Specify the Day End Number up to which to create general ledger transactions. (You create the transactions for all outstanding Day End Numbers up to and including the number you specify.) Click [Process].


Online Programs

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Chapter 13: Online Programs

The Online programs include: · Event Manager, a Customer Relationship Management tool that allows you to send email messages, for example, to your customers when Agreements or Warranty is due to expire, send newsletters or even to wish a key person a Happy Birthday. · Synchronize Outlook which provides data synchronization of tasks from Service Manager to Microsoft Outlook.

13.1 Event Manager

» Overview Event Manager is a Customer Relationship Management tool, that allows you to: · filter certain information in the database · find Customers that match specific criteria and them directly using email notification without ever leaving your desk. Event Manager can: · · · · · ·

check for customers that have Agreements or Equipment Warranty due to expire determine who should receive a recall notice for a Major Model Fault send out promotional literature to Customers in a particular Industry or Market class notify Customers re a pending Fault that may have been reported send Newsletters or Birthday greetings and more

One very good example of the power Event Manager can unleash is, for instance, "Find all equipment coming out of warranty over the next x amount of years." This information can be used for forecasting and budgeting, financial management and agreement management.

Starting the Event Manager Program Click the Event Manager desktop icon.

The Event Manager window will be displayed.


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Event Manager

Step 1: Create the Query Specify the type of information you are trying to find. Select this from the drop-down list.

Specify additional criteria. For example, select Agreement Review Expires and clear the Review Date Range check box. Move the Expiry Date forward to 2012.

Click Go

.

All Agreements with an Expiry Date of 1/3/2006 through 1/3/2012 inclusive will be displayed in the Results pane.


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The number of expiring Agreements and thus the number of items in the Results pane, will be displayed in the lower left corner of the screen. In this example, 55 Agreements have an Expiry Date of 1/3/2006 through 1/3/2012 inclusive.

Service Manager will send an email message for each item that has a tick next to it. If you do not want an email message sent for a particular item, clear its check box. The message will be sent to the email address of the primary . Double-click an item to view the information for that item.

Step 2: Format the Email Message Format the email message as required before sending it to your customers. Add Database Fields to the Email Message In typical mail merge fashion, the "master" email message that you will set up, consists of static text and database fields. This will enable each customer to receive a message that contains their specific information without you having to create each message individually.


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Event Manager

To add database fields to the master message, click the Fields icon on the toolbar. The Field List window will be displayed and will remain on top while you drag and drop the required fields onto the master email message.

There are four categories of database fields available. Click the drop-down list arrow Site and select the required category.

to the right of

Any field from any category can be included in the email message. Add Attachments to the Email Message

Attachments can be added to the message. To do this, click the Attach icon and select the required attachment.

on the toolbar

An Example The following example shows how a master email message can be composed using static text and database fields. An email message will be sent for each item in the Results pane that is ticked. Each will receive this email message with their own details, Agreement Numbers, and so on.


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Step 3: Send the Email Message Once the master email message has been composed, you can now send the email messages. To do this, c

lick the Email icon

on the toolbar.

Step 4: Save the Master Email Message Other options available from the toolbar include Save and Open. This will obviously be very handy when complex emails are composed. Simply Save the master email message and Open it when required. Send after searching.


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Synchronizing Time Entries to Microsoft Outlook

13.2 Synchronizing Time Entries to Microsoft Outlook

» Overview Synchronize Outlook allows you to transfer Service Manager data to Microsoft Outlook. This is an ideal way of informing your engineers of the Jobs that they have been assigned for the day or week, for example. Email messages, tasks and calendar appointments can be created in Microsoft Outlook with data sourced primarily from Service Manager time entries. A template is provided that allows you to customize the message sent to the Employee.

Starting the Synchronize Outlook Program Click the Synchronize Outlook desktop icon.

The Synchronize Time Entries to Microsoft Outlook window will be displayed.

Selecting Time Entries to Transfer Set the Email Mode, Include Time Entry As and Sync Range fields as required.


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Email Mode

Include Time Entry As

Employee Name All Active Employees will be listed. Select the Employee(s) to transfer Time Entries for. Click Go

.

All Time Entries for the Sync Range for the selected Employee(s) will be listed. Note that the results are cumulative.

Tick the entries to transfer to Outlook. To clear the search results, click the Clear icon on the toolbar. As with most Service Manager modules, it is possible to Include, Exclude and reorder columns. To do this, select Tools » Options.

Formatting the Message Format the message as required before transferring it to Outlook. A full range of database fields can be added to the message.

Click the Layout icon be displayed.

on the toolbar. The Email / Task / Appointment Layout window will


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Drag and drop fields from the right-hand pane. The top portion of the field list contains field "groups". The bottom portion of the field list contains individual fields. Field Groups Field groups contain multiple fields and/or records.

You can modify the content of the following field groups: · Equipment Details · Billing Items · Billing Services To do this, click the relevant toolbar icon - Equipment, Items or Services.


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Equipment Details

Item Details


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Service Details

Individual Fields There are five categories of individual fields available. Click the drop-down list arrow Document Header and then select the required category.

to the right of

Any field from any category can be included in the email message.

Once the fields and text are in place, click the Save icon template to be reused as required.

on the toolbar to save this layout as a

Transferring the Messages to Outlook Once you have selected the data you require and formatted the message, specify the type of synchronization required. The options are Email, Task or Appointment.

Email A Confirmation message will be displayed.


Online Programs

Click [OK] to continue. This is the resulting email message as generated by the Synchronize Outlook program.

Task A Warning message will be displayed.


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Click [OK] to continue. This is an extract from the Tasks that have been synchronized into an Outlook Tasks list. Outlook Task View

This is the resulting task as viewed by double-clicking on the actual task from the list above.


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Calendar Appointment A Warning message will be displayed.


Click [OK] to continue. This is the resulting entry in the Outlook Calendar as generated by the Synchronize Outlook program.


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As can be seen from these examples, the Synchronize Outlook interface is quite efficient in transferring information and integrating with Microsoft Outlook.


Statistics and History Programs

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Chapter 14: Statistics and History Programs

The following Statistics and History programs are available: · · · · ·

Financial Statistics Job Statistics 679 History 680 Sales History 683 Clear History 689

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14.1 Financial Statistics

» Overview Financial Statistics, or more correctly termed, Financial Distribution Statistics, are generated by Day End Processing 640 and include Counts, Revenue, Cost, Gross Profit and performance indicators. Statistics are maintained for many of the Setup records. These include: Sites, Equipment, Models, Class Types, Job Types, Employees, Work Groups, Phases, Services and Marketing Information such as Market, Sector, Industry, Channel and Profile. Statistics are recorded by Year and Period. The Program allows you to view this information in several formats based on Revenue, Cost or Gross Profit calculations. It also presents totals for each group you choose to be displayed. This is a wonderful tool to compare ing information across year and/or periods for Sites, Employees, Models, Equipment and any other statistics tracked by this program. A key financial indicator in this program is Proportion Analysis. For instance, you can determine what percent of your business each Customer has contributed as a proportion of your total business. This is useful for analyzing sales distribution according to the 80/20 rule, for example.

Running Financial Statistics Click the Financial Statistics desktop icon.

The Statistics window will be displayed.


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Financial Statistics

Specifying Statistic Criteria Select the type of Statistics required.

The example shown will create Site statistics by % Proportion of Revenue. Select the range of Sites and Dates required and then click Go

.



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Site Statistics The tree structure opens to display the period information. It is possible to view all these statistics by individual period through to entire company history, as chosen in this example. The totals will be displayed from your choice of view.

The following three pictures detail the column headers as displayed when the horizontal scroll bar is moved to the right.

At any time, you are able to click on a selected client, select the year to examine and the period information will appear. You are now able to double-click on the periods in the right pane and a summary window will open displaying the totals.


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This is the summary window for the year 2010 and the period 05.

This is the summary window for the year 2010 totals.



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Equipment Statistics By selecting Equipment from the Display drop-down list, you can specify a date, period and year ranges. If you were to select all Equipment for a range, you could analyze financial data for a month or the entire life cycle of any piece of Equipment. Click Go

to refresh the screen.


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We can now select any Equipment listed and analyze its financial statistics over the selected time frame. Setting the search criteria to Year 2010 and Period 7 will display the financial statistics only for that period. Click the View Details icon on the toolbar to display the lines detail in a window box form that is easier to read. You can maximize the screen to view larger data sets. When the totals are selected you will view overall financial statistics for the entire equipment range associated with that site.



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You can maximize the screen to view larger data sets. When the totals are selected you will overall financial statistics for the entire equipment range associated with that site.

Employee Statistics By selecting Employees from the Display drop-down list, you can specify a date, period and year range. If you were to select all employees for a range, you could analyze financial data for a month or the entire financial history of any employee. Click Go



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We can now select any employee and analyze their financial statistics over the selected time frame as predefined.



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Industry Statistics We can select Industries from the Display drop-down list. Click Go


This will display the selected Industries. The Industry breakdown is also a useful tool to decide which market is performing better, where to focus your mainstream of business, where to invest more resources, etc.


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Sector Statistics Select Sectors from the Display drop-down list to find out which market sector is performing better than others. Click Go




View Details will display totals for that line.


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Zone Statistics Select Display » Zones to view financial statistics divided up by zones. Click Go


View Details on any line will display the totals for that line.



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14.2 Job Statistics

» Overview The Job Statistics program accumulates information relating to current Jobs in your database, such as: Open Response Statistics Closed Response Statistics Job Efficiency General Details, such as the number of Employees on a Job, the Number of Reworks in the system, and the number of Jobs with no Assignments · Job Distribution by Status or Priority as well as Efficiency statistics may be graphed · · · ·

Running Job Statistics Click the Job Statistics desktop icon.

You can also select Job Statistics from Job Manager. To do this, select a Job and then select Tools » Job


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Job Statistics

Statistics. The Job Statistics window will be displayed.

Response times (if Response Tracking is on), Job Efficiency Statistics and General information are displayed in the lower pane.

14.3 History

» Overview The general History program uses a customizable HTML file to present you with an Audit History in chronological order.



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This file can be modified, or substituted with other HTML files, however we recommend that only advanced HTML programmers edit or become involved with this process. Because History uses an HTML file it can be printed directly to a printer, saved and published to a website, or embedded in email. There are many different record types that History can be viewed for including, Sites, Customers, Models, Equipment, Meters and Documents. An Audit table is maintained recording information as tasks are performed in Service Manager. These tasks include: Site and Equipment Creation, Record Modifications and Deletions, Equipment Transfers, Document Entry and more. Audit information can be filtered. For example, it is possible to display only Items supplied to an Equipment record, or Notations relating to a Site record or Site . History can be chained to from many places within Service Manager but particularly from within Document Entry.

Start the History Program Click the History desktop icon.

The Service Manager History window will be displayed.


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History

Specify Criteria

Select the type of History Report required.

Audit Types may be displayed depending on the type of History Report. Tick the appropriate check boxes.

Generate the Report Click the Proceed icon on the toolbar to generate the report.

Print the Report Click the Print icon on the toolbar to print the report.

The Print dialog will be displayed: Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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Click [Print] to print the report.

Save and Load Audit Types Click Save and Load to save and load (re-use) a preferred set of Audit Types.

14.4 Sales History

» Overview Day End Processing 640 generates Sales History information from the Services and Items that have been sold in Service Manager. The Sales History program allows you to inquire on this information by Year, Period, Customer, Service or Item and will present you with the financial and count details for the range selected. You can print this information on the Sales History Report

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Sales History

Related Topics Sales History Report

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Running the Sales History Program Click the Sales History desktop icon.

The Sales History window will be displayed.

Specifying Criteria You can specify the search criteria by Customer Number, Item Number, Standard Service, Labor Service or Sub-Contractor Service. Select your choice from the drop-down list.

Customer Number – Will display the Sales History for the client. It will display all the Services, Items, etc., associated with the Customer. Item Number – Displays sales history of an Item for the period set in the selection criteria. A handy tool to check how well a specific item is selling. Standard Service – Displays the sales history for the selected Service Code as defined in the criteria. Labor Service – Displays the Labor Services invoiced.



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Sub-Contractor Service – Displays Subcontractor sales history. Enter or select the associated Customer Number, Item Number, etc., depending on your selection.

Specify the From and To fiscal periods to search. You can display the results in Functional Currency or Customer Currency.

Running the Inquiry

Click Go

to run the inquiry.

Viewing the Results The following example shows the results retrieved for Customer Number 1100. The results contain varying types of entries. Items, Labor Service and Standard Service entries are displayed.

Selecting a line such as a Labor Service, double-click or click the Details icon on the toolbar to display references to posted documents associated with the customer. You can now view the Invoices and Credit Notes for this particular Code.


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Sales History

Drill Transactions You can drill into transactions within Sales History. This is done by double-clicking any Invoice or Credit Note that appears in the results. Highlight the Invoice or Credit Note required and double-click to enter the document the Invoice was posted from.

The Posting Inquiry window will be displayed with the following results.



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If you search for an item, the selected item is displayed; again you can double-click the item to drill into the document system and view more details.

Select the Invoice or Credit Note you wish to view, then double-click.


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Sales History

As per the example

– the details are displayed below.

Printing the Sales History Report Click the Print icon on the toolbar.

The Sales History Report window will be displayed.



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Click [Print] to print the report. Refer Sales History Report

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for additional information.

14.5 Clear History

» Overview As time progresses, your Service Manager database naturally increases in size. The Clear History program allows you to clear out old information being stored in Service Manager that is no longer relevant. Clearing unnecessary data can provide enormous performance improvements in large databases in areas such as Finder Controls and Reports. The Clear function includes old Invoices, Credit Notes, Historic Jobs, Commission details, Notations, Statistics, Site and Equipment Audit transactions, Day End G/L Posting Journals, Warranty Claims, Expired Quotations and Sales Orders. Clearing in most cases is based up to a specified date. Note: · If a Document is a Quotation or Sales Order, it must be expired before you can delete it. If it has expired, then there can be postings, but those postings must have been processed by Day End Processing 640 . · You cannot delete posted transaction lines at all from within the loaded Document. However, if the above is true, you can remove the entire Sales Order. Running the Clear History Program Click the Clear History desktop icon.


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Clear History

The Clear History window will be displayed.

Specifying Criteria Tick the items to clear and then click [Process].

14.6 PDA Transaction Log

»

Refer Service Manager for PDA » PDA Transaction Log

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.


Setup Programs

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Chapter 15: Setup Programs

The Setup programs allow you to set up the basic istrative records associated with the way your business operates and to set company-wide default processing options. There are four groups of Setup programs: · · · ·

Equipment 691 Faults 736 General 747 Sites 848

Note: All the setup programs allow you to Import and Export data. These functions are available from the File menu of each setup program.

15.1 V/M Equipment

»

The Equipment setup programs maintain information specific to Equipment records in Service Manager. It is possible to link to these programs within Document Entry and other data entry programs.

15.1.1 Models

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»

Overview The Model Setup function allows you to define all the Models that your company services, uses in-house, or rents. Each Equipment record must be associated with a particular Model and will inherit that Model's characteristics. A Model may also relate to an item of Inventory that you sell. Models must exist before Equipment can be created in Service Manager. Equipment inherits features from the associated Model record. A maintenance program cannot currently be set at Model level. That means if creating Equipment for that Model, maintenance has to be set up each time at Equipment level. (The Service Manager Advanced Maintenance Add-On 1012 does allow you to specify a maintenance program at Model level.) Information maintained includes: Manufacturer Details, Model Group Class, Release Date, Comments, Warranty Defaults, Maintenance and Meter Details, and Fault Codes that may apply to that Model.


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V/M Equipment

Related Topics Equipment Setup Meter Types

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Using Manufacturer and Customer Item Numbers 235 (Refer to the Service Manager Guide: Document Programs » Document Entry » Jobs » Billing Groups » Inventory Items » Using Manufacturer and Customer Item Numbers topic.)

Estimated Time Typically allow between two and five minutes to set up a Model. Import/Export functions available from the File menu can speed up this process dramatically.

Profile tab When you start the Model Setup program, the next available Model ID will be shown. The [Create From Item] button will also be displayed allowing you to create a Model from an existing Item in inventory that has been marked as serialized. Refer Creating Models from I/C Items 702 .

A completed Model is shown below.


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To create a new Model: Enter the Model ID to allocate a specific Model Number or click New Model Number.

to allocate the next available

Press Tab twice. Enter a Model Description. Enter a Manufacturer and Model Code. Tick the Use Model Picture check box and then click [View] to associate a graphic to the Model.


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V/M Equipment

Enter a Model Group, set up in Class Types

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if applicable.

The Release Date will default to the current date, but can be set manually if desired. Enter the vendor Part Number. Tick the Custom Fields check box and then choose a Custom Field template to use for this Model. Click the drill-to arrow to display details of the currently selected Custom Field. that if you add, modify or delete a code, the changes made will be inherited by all Equipment that use this Model. Add an Item Relationship to an Inventory Item. When selling an Inventory Item on a Job or Sale Document, this association will match the Item with a Model to allow creation of an Equipment record automatically from that Model. Select the Default Status. Click [Equipment] to show all Equipment of this Model. Auto loading of the records when the form is loaded, is optional. The Auto Load toolbar icon can be toggled off and on. If it is off, you must action the load manually. This gives you the ability to set criteria and grouping values before loading. These settings are retained when the form closes.

Add Comments and tick the Warn on Entry check box if you want the Comments to pop up whenever Equipment of this Model Type is added to a Job. Click the Processing tab.


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Processing tab

Tick the Track Warranty check box to implement manufacturer warranty tracking. Specify a default warranty period. When an item is sold that uses this Model, the warranty period will default to the Equipment record created. Tick the Track Maintenance check box if you want to set up maintenance for Equipment created using this Model. If you clear this check box, maintenance fields will disappear. You can set it on at Equipment level at any time if required. Maintenance routines are set up at Equipment level. Click the Distribution tab.

Distribution tab The Distribution tab is used to set up Distribution Periods and display distribution percentages based on those Periods. You can then tell, for example, what percentage of Equipment of a particular Model or ALL Models is less than 1 year old, 1-3 years old, ..., 9 years or older, etc. Fault and Failure distribution by Period is also shown.


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V/M Equipment

Select the Number of Periods to Track, e.g., 5. Select the Period Age Type, e.g., Years. Enter the Periods - Period 1 ... Period 5, etc. Date Last Calculated shows the current date. Select a different date if you require calculations as at a different date. Click [Calculate for Model] to refresh the distribution percentages for the currently selected Model. Click [Calculate for ALL Models] to refresh the distribution percentages for all Models. Click the Faults tab.


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Faults tab

Click [Insert] to associate faults with this Model once faults have been created. It is not necessary to add faults when setting up the Model as they will automatically be associated with the Model when Service work is performed on Equipment that uses this Model and Fault Registrations 188 are logged to the Equipment. It can be handy to visit Model Setup to quickly view all faults associated with that Model once Service Manager has been operational for some time. Click the Components tab.

Components tab A Model can consist of one or more Components. Each Component is a Model in itself. This is referred to as a Parent/Master to Child/Component relationship. This relationship is a one level deep Model to Model relationship. i.e., one Model is a Parent and many Models may be Components. Whenever an Inventory Item is sold and an Item/Model relationship exists for that Item, Equipment is created based on the Model that has the relationship established with the Item. If that Model has Components, Equipment Components will also be created based on the Model Components. Before you can create a Master/Component relationship you must first turn on company-wide Component Tracking. To do this, tick the Component Tracking check box in Company Options » Processing tab 752 . It is important to understand that each Equipment, be it a Master or Component, is treated as a separate individual Equipment record in Service Manager.


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V/M Equipment

Related Topics Equipment Setup » Components/Meters tab

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Creating Model Components

Click [Insert] to find another Model to insert as a Component to this Master Model. During the Insert function you can specify a quantity to insert for that Model. Click [IC BOM] to insert Components quickly using a bill of material (BOM) item from Inventory Control. Make sure that Model relationships exist for each Item in the BOM, or the Model will not be inserted. Click the Meters tab.

Meters tab Similar in concept to the Distribution tab, the Meters tab is used to set up Usage Ranges and display distribution percentages based on Usage. You can then tell, for example, what percentage of Equipment of a particular Model or ALL Models has a Meter Reading of 0-1,000 hours, 1,001 to 2,000 hours, ..., 4,001+ hours. Fault and Failure distribution by Usage is also shown.


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Tick the Track Meters check box to set up a Meter for this Model. Equipment can have unlimited Meters. These can be inherited from the Model or entered for the Equipment. Click [Insert] to add a Meter. The Model Meter Type window will be displayed.


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V/M Equipment

Enter or select a Meter Type

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Change the Meter Type Description if required. Select the number of Usage Ranges, e.g., 5. In the example above, Meter Type 2 is an Hourly Meter; Range 1 is 0 - 1,000 hours; Range 2 is 1,001 2,000 hours, and so on. Click the Accessories tab.


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Accessories tab

Accessories such as cords, parts, covers, disks, etc., can be added in the Accessories tab. This will keep all the components of the customer Equipment ed for. Click [Insert] to insert an Accessory. Click the Notations tab.


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V/M Equipment

Notations tab

Click [Insert] to insert a Notation for this Model.

Creating Models from I/C Items It is possible to quickly set up and create Models from existing Items in inventory that have been marked as serialized. There are two methods you can use. Method 1 Click the [Create From Item] button.


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The Item Finder will be displayed listing all Items with the Serial Number flag on.

When you select an Item, the form will be populated with values from the Item record. If there is already a relationship to the Item, an error will be displayed showing the Model Number with which the Item has a relationship, and nothing will be populated.


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V/M Equipment

The fields populated are Description, Model Code and Item Number (in the Item Relationship field). You simply fill in the other fields required and click [Save]. If you do not wish to use the auto numbering, you simply populate the Internal Model ID with a value before clicking the [Create From Item] button. Method 2 The second method is more global and can be found off the File menu. Select Auto Create from I/C Items.

The Create Models from I/C Items window will be displayed. This form will ultimately create a Model for each Item marked as serialized that does not have an Item Relationship already. You can use auto numbering or use the Item Code for the Model Number.


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15.1.2 Equipment

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»

Overview The Equipment Setup function allows you to define new Equipment records and automatically add them to Site records in Service Manager. An Equipment record cannot be created without first linking the Equipment to a Model. Equipment information includes: Site and , the Model, Serial Number, Install Date, Last Service Date, Warranty Details and Sales and Purchase information. You can also view Custom Field information specific to an Equipment record, Pictures of the Model, History, associated Agreements, Meters and Maintenance details. The Equipment automatically inherits many of the above features from the associated Model record. History includes Billing Details, Notations, Audits, Jobs and other information. Equipment can be transferred between Sites, and History for that Equipment including a transfer audit is maintained at Equipment level. Equipment can be created "on the fly" during Document Entry or by using the Equipment icon on the Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

V/M Equipment

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If Component Tracking is enabled, serialized Components can be created for Equipment when adding Equipment to a Job.Components can have their own warranty period or they can inherit warranty from their Master Equipment. You can enter Meter Readings and display the transactional history of Meter Readings for the Equipment.

Related Topics Model Setup

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Meter Types

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Meters

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Agreements 358 (Refer to the Service Manager Guide: Document Programs » Agreements topic.)

Estimated Time Typically allow between two and ten minutes to set up Equipment depending on whether a maintenance program is required. Import/Export functions available from the File menu can speed up this process dramatically. The Auto Create Equipment 974 program can help initialize an Equipment database from sales in Order Entry or from Serialized Inventory if either of these products are installed.


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Profile tab

Enter an Equipment Number or click New

to select the next record.

Click the Profile tab. Associate a Site and to the Equipment record. Click in the Model Number field and select a Model. Enter a Serial Number or use the Equipment Number as it is unique, if a Serial Number is not available. It is not possible to add an Equipment record without entering a Serial Number. Serial Numbers are unique per Model. That is, an identical Serial Number can only exist in the database if it is for a different Model. Select an Equipment Status, if applicable. There are three fixed Equipment Statuses - Active, Suspended and Retired. There are also 10 definable Statuses which are set in Company Options » Descriptions tab 760 . We recommend that you create statuses for the Equipment whereabouts or operational status. The Installation Date will default if the Equipment is created from a sale of inventory, otherwise this can be set manually to initialize it at any time. The Next Serviced date can be manually updated at any time. An Equipment record can be deactivated and prevented from being added to a Job by clearing the Active check box. Click the Processing tab.


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V/M Equipment

Processing tab

All the check boxes are inherited from the associated Model record for the Equipment. Enter the Response Period for the Equipment. Tick the Use Custom Fields check box and then click [Properties] to change the Custom Fields for the Equipment. In this example, the Custom Field Code "PC" is associated with the Equipment Model.


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Tick the Track Model Maintenance check box and then click [Properties] to change the Equipment Maintenance 730 record for the Equipment.

Tick the Track Meter check box to maintain Meters 720 for the Equipment. Note that the Components tab will change to Components/Meters if the Track Meter check box is ticked.


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V/M Equipment

Enter the specific location of the Equipment in the Site Locations section. The Site Locations section will only be displayed if locations have been set up for the Site. Refer Setting up Site Locations 861 and Asg Equipment to Locations 716 . Click the Information tab.

Information tab

Any of these fields can be updated manually at any time, but it is important to note that when an Item is sold in Service Manager and Equipment is created from the sale of that Item, the Invoice Number, Date, Sale price and Sale cost are updated automatically. Gross Profit % and $ are calculated fields. Also, if the Item was originally ordered using the Service Manager Purchase Orders Add-On 1284 , then Purchase Order details such as P/O Number, Date and Vendor will also be updated automatically when the Item is sold and Equipment is created. The Created from Item field will be updated with the Item Number the Equipment was created from as part of the Auto Create Equipment 974 program. (Refer to the Service Manager Guide: Utility Programs » Auto Create Equipment topic.) Click the Components/Meters tab.

Components/Meters tab Note: The Components tab will change to Components/Meters if the Track Meters check box on the Processing tab is ticked.


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Equipment Components If a Model has been set up with Components (refer Model Setup » Components tab 697 ), when an Item is sold in Service Manager and Equipment is created automatically from that Model by virtue of an Item/Model relationship, the Component Equipment is also created. To add a Component manually, click [Insert] and specify an Equipment record. If the Equipment you are creating is a Component, a [Transfer] button will appear in place of the [Insert] button allowing the transfer of that Component to another Master Equipment record. To transfer, click [Transfer] and then select the Master Equipment record you wish to transfer the Component to. It is not possible to transfer to a Component record as Component records cannot themselves have Components. Note that the Master Equipment record you are transferring to can also be at another Site. If you transfer a Master Equipment that has Components to a new Site, all its Components will transfer to that Site as well. Equipment History stores an audit record of all transfers for both the Master and Component record/s. If you edit a Master Equipment Record and view History, tabs will appear at the top of the History form for every component. If you select a Component tab you can view that Component's history. Note that if a Component is deleted, retired or transferred, it will still appear in the list for that Master Equipment so that a complete History is maintained for that Master Equipment life cycle. The current record is always highlighted in bold type. Meter(s) Note: This section will be only be displayed if the Track Meters check box on the Processing tab is


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V/M Equipment

ticked. All Meters for the Equipment will be listed. Insert a Meter Maintain Meter Properties and Meter Readings Remove the selected Meter Insert a Meter Reading Replace a Meter

Refer Meters

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for information about entering and viewing Meter Readings.

Click the Agreements tab.


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Agreements tab

All Agreements that exist for the Site that the Equipment belongs to, will be listed in the Agreements tab. An Agreement that has a red cross through it is not current.

Double-click an Agreement to view or modify it. to update the Agreement billing in the Site Agreement document if billing is affected by the addition of the extra Equipment record. Click the Faults tab.


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V/M Equipment

Faults tab

All Fault Registrations

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for the Equipment will be displayed.

Click the Notations tab.


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Notations tab

Add Notations as required against the Equipment, Model or Site. Click [Save].

Key Points Equipment cannot exist without first creating a Model. The Equipment Import/Export functions are comprehensive and an Equipment database can be initialized very quickly using the import facilities. Equipment can be created from inventory Items "on the fly" using the Auto Create Equipment 974 program. (Refer to the Service Manager Guide: Utility Programs » Auto Create Equipment topic.) The Auto Create Equipment program can also create Equipment records in Service Manager from sales in Order Entry of serialized Items or from Serialized Inventory, if installed. Equipment can have unlimited Components. Equipment can have a whereabouts or operational status.


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V/M Equipment

15.1.2.1 Asg Equipment to Locations Once you have set up Site Locations, you can then assign Equipment to a specific Location at the Site. Asg Equipment to a Location is not mandatory and the Location fields may be left blank. Site Location setup for Equipment is available from the Sage Acac ERP desktop as follows:

»

»

Site Locations are set up in the Processing tab.

Related Topics For additional information, refer to the following topics in the Service Manager Guide: · Setup Programs » V/M Equipment » Equipment 705 · Setup Programs » V/M Sites » Site Profile » Setting up Site Locations 861 Example In the example below, Equipment 000001 is located in the Pediatric Department in Room # 45 on Floor Level 2 of Block B. Note that the Site Location field labels - Building, Department, Floor Level, Room # and their values - are Site specific, having been defined in Site Profile 848 .


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Building

Selecting the Building drop-down list reveals the Primary Location 1 Areas previously created when setting up Site Locations. Select a Building Location to describe where the Equipment is located.


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V/M Equipment

Department

Selecting the Department drop-down list reveals the Primary Location 2 Areas previously created when setting up Site Locations. Select a Department Location to describe where the Equipment is located. Floor Level / Room #

Type the Floor Level number where the Equipment is located at Primary Location 1. Type the Room # where the Equipment is located at Primary Location 2. Component Equipment If the Equipment is a Component record.

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then you can copy the Site Locations from the parent Equipment

If the Equipment is a parent, then you can copy the parent Site Locations to all the component records.

Note: These buttons will not be visible if the Equipment is not a parent or Component.

15.1.3 Meter Types

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Overview An Equipment Meter has an associated Meter Type. The Meter Type sets the default attributes of the Meter.


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Related Topics Meter Setup

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Meter Agreements 396 (Refer to the Service Manager Guide: Document Programs » Agreements » Meter Agreements topic.)

Setting up Meter Types

To create a new Meter Type: Enter a unique Meter Type code. Click New

.

Enter a Description for the Meter Type. Enter a Unit of Measure for the Meter Type. This cannot be changed on the Meter. Enter the required number of Decimal Places for the Meter Readings. A Minimum Value field is available for calculation purposes. It does not prevent readings being entered that are less than the minimum; it is used to calculate Meter Billing based on the minimum value. This is relevant in the photocopy industry as well as other industries. Process/Bill Meter Readings - Tick this check box to allow Equipment created using this Meter Type to be added to Meter Agreements for billing purposes. If you clear this check box, you can still read Equipment Meters for this Model, but the Equipment cannot be added to a Meter Agreement for automatic billing purposes when the Meter is read.


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V/M Equipment

Enter the Life Expectancy of Equipment with this Meter Type. Process Zero Usage - Tick this check box to allow Zero Usage readings to be processed. A Zero Usage reading would be one that has the same value as the previous reading. The Entry Warning % field is used to check variance on normal average reading values. It can help identify keyboard error or exceptions. For example, if a Meter read for an Equipment record is normally 5,000 and a Meter read of 50,000 is entered, based on the Entry Warning % of say 10%, the operator would immediately receive a warning message. Meter Resets after Processing - Tick this check box to reset the aggregate Meter reading back to zero after the Meter has been read and processed. Reading Schedule To use a recurring reading schedule, tick the Use Reading Schedule check box, select a Reading Schedule and enter the Reading Period. This will specify the term of the Meter read. Use Additional Amount/Volume Entries Tick this check box to enter additional information with the meter reads. Enter the Currency Amount Description. Enter the Volume Amount Description. Refer Meter Setup » Volume section

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Maintenance Related Enter the Reading Tolerance (in days) if applicable. A reading will not be considered due if it is within the tolerance period.

15.1.4 Meters

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»

Overview Each Equipment record can have many Meters, and each Meter can be read at different intervals and processed separately. The Meter will inherit much of its setup information from its associated Meter Type 718 . This includes the Schedule used to drive the recurring readings for the Meter. Several tailoring options exist in the program to specify how to track the readings. Meter reading history is also maintained. The Meters by Site 721 screen allows s to view all Meter Tracked Equipment by Site and the Meters attached to them. Selecting a Meter will open the Meter record. Meters can publish meter reading usage values to other Meters of the same Meter Type. This applies to similar Meters for the same Equipment and similar Meters for Component Equipment 710 . Although it is possible to process Meters from the setup program, Meter Processing in general, is part of the Meter Processing 623 program and Meter Billing is part of Document Entry 409 .

Related Topics Meter Types

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Meter Agreements 396 (Refer to the Service Manager Guide: Document Programs » Agreements » Meter


Setup Programs

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Agreements topic.) Equipment Setup

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Meter Processing 623 (Refer to the Service Manager Guide: Periodic Processing Programs » Meter Processing topic.)

Estimated Time Typically allow between two and five minutes to set up a Meter for Equipment. Import/Export functions available from the File menu can speed up this process dramatically.

Setting up Meters

Meters by Site

Click the Meters by Site button. The Meters by Site window will be displayed. Enter or select a Site Code and then click Go . All Meter Tracked Equipment for the Site will be listed. If an Equipment has Meter Tracked Components then these will also be listed. Double-click a


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V/M Equipment

Meter to open the Meter record. Profile tab

Select the Equipment to create the Meter for. Click in the Meter field and enter a unique number for the Meter. Click Go

.

Meter Setup Select a Meter Type

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Description - Defaults from the Meter Type. Change if required. Meter Status - Defaults from the Meter Type. The Meter Status drop-down list allows you to activate or stop the Meter at any time. If you stop the Meter, you will not be able to process a Meter read or billing for that Meter. Decimal Places - Defaults from the Meter Type. Change if required. Unit - Defaults from the Meter Type. Entry Warning % - Defaults from the Meter Type. Change if required. Minimum Value - Defaults from the Meter Type. Change if required. Process/Bill Meter Readings - Defaults from the Meter Type. To process and bill Meter Readings, you must tick the Process/Bill Meter Readings check box. The Meter Status must also be Active.


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Process Zero Usage - Defaults from the Meter Type. Change if required. Use Additional Amount/Volume Meters - Defaults from the Meter Type. Schedule The Schedule defaults from the Meter Type. Change if required. Select an Employee who will be responsible for reading the Meter. This can be left blank, but is useful for reporting and queries. e.g., "Show me all the Meters I am due to read today." Life Expectancy This is the Life Expectancy of the Equipment. It defaults from the Meter Type. Change if required. Remaining Life and % of Life Used are calculated fields and include Deductions, if any. Apply Take On Values You can now apply Take On Values to a Meter. A Meter can take on a Reading or Usage value. You may want to apply a Take On Value when replacing a faulty meter, for example. Tick the Apply Take On Values check box, enter the Reading and/or Usage value and the effective date of that value, and then click [Calculate] to recalculate usage. Click the Totals/Stats. tab. Totals/Stats. tab


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Statistics and Totals are calculated by the system on an ongoing basis. Billed Usage, Unbilled Usage and Usage to be Billed will only be displayed if the Process/Bill Meter Readings check box on the Defaults tab is ticked. Use the Predicted Reading Calculator to predict the reading on a particular date. This is based on Average Daily Use. Click the Maintenance tab. Publishing tab

Meters can be set up to publish Meter reading usage values to other Meters of the same Meter Type. This applies to Meters for the same Equipment and Meters for Component Equipment. All Meters that can be published to will be listed. To enable "master" Meter publishing, tick the Publish to Selected Meters check box and select the Meters to publish the "master" Meter reading usage value to. Meters that are set to receive a published reading will not appear in the Meter processing list of Meters for data entry. Processing a master publishing Meter will calculate all other Meters on any Meter Agreements. You will no longer be able to edit child Meter readings. When taking readings for the master Meter, it is the usage that is published to the other Meters. This allows you to have child Meters on completely separate reading values to the master Meter. Example Added a meter reading (Meter Reading 4) with Usage of 180 to Master Equipment 000000 Meter 1.


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Service Manager automatically added a meter reading with Usage of 180 to Component Equipment 000138 Meter 1.

Service Manager automatically added a meter reading with Usage of 180 to Component Equipment 000339 Meter 1.


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Note: · The meter reading value is different in each case. It is the Usage of 180 that is published to the child Meters. · The Publishing tab for child Meters only shows the master Meter details. · The Maintenance tab does not show for child Meters.


Setup Programs

Click the Maintenance tab.


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Maintenance tab

The Reading Tolerance defaults from the Meter Type. Change if required. To override the calculated Average Daily Usage used in Predictive Loading, tick the Override Average Daily Usage check box and enter the value to use as the Average Daily Usage. As Maintenance is performed on the Equipment, enter the Reading at Last Maintenance at the applicable Maintenance Level. Usage Since Last Maintenance is a calculated figure. Click [Readings] to enter meter readings. Meter Readings Past readings will be displayed.


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Click the Insert icon on the toolbar to enter a new reading. The Meter Reading window will be displayed.

The Previous Reading will be shown in the Most Recent Reading fields. Enter the current reading in the Reading # field. The Deduction field is used to enter usage that should be deducted from the current reading. This is handy where a service has been performed and tests incurred usage and the value of the test usage cannot be billed to the customer. The Deduction field is reset when an invoice is generated if the Meter is being billed. Deductions do not accumulate, but are added to the history audit for that Meter. Usage this Reading is a calculated figure. Enter a Description for the reading if required. Bill this Reading - As required. Reset Cumulative Total Usage - Tick this check box to reset the aggregate Meter reading back to


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zero after the Meter has been read and processed. Click [Accept]. Note: The Meter Reading window will include a Volume section if you tick the Use Additional Amount/Volume Meters check box on the Meter Profile tab. In the example below, Fuel Cost and Gallons are descriptors defined on the Meter Type.

15.1.5 Basic Maintenance

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Overview The Basic Maintenance program is used to create maintenance schedules for the ongoing routine servicing of Equipment. Maintenance schedules consist of Actions and Conditions. Actions indicate what to do when the Maintenance is due, such as create a new Job or Invoice immediately. Conditions are the triggers for those Actions and contain date- and usage- related criteria. A Maintenance schedule can have many Actions, which in turn can have many Conditions. Each Condition can be set to action only once and/or be mandatory. An example of a Maintenance schedule may be: Create a new Job based on Job Template TMP000004021 when Days Since Last Service > 365 and Current Meter Reading > 10,000. A separate Basic Maintenance Processing 632 program provides the ability to process Maintenance Schedules in volume using criteria filters to identify Maintenance that has become due. Note: Basic Maintenance Setup will not be available if Basic Maintenance tracking is disabled. Refer Company Options » Processing tab » Track Basic Maintenance 754 .


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Related Topics Service Manager Advanced Maintenance Add-On 1012 (Refer to the Service Manager Guide: Optional Add-On Products » Advanced Maintenance Add-On topic.)

Estimated Time Setup time can vary greatly depending on the maintenance program. Typically allow between two and five minutes to set up Equipment Maintenance. Import/Export functions available from the File menu can speed up this process dramatically.

Profile tab

Enter the Site Number and then click the Equipment Finder . All Equipment at the selected Site will be displayed. Select the required Equipment. Alternatively, enter the Equipment Number directly. Click Go

to display current Maintenance Actions and Conditions for the Equipment.


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First, create an Action and then create Conditions to trigger the Action. You can have many Actions and many Conditions for each Action. Click [Action] to add an action. The Maintenance Action window will be displayed. Maintenance Actions

Choose an Action. There are two Action Items: New Job or New Job, Immediately Invoice and Complete. If you select New Job you must also specify a Template on which to base the new Job when it is created. It is not possible to add to an existing Job at this time, but history for the Equipment will include all Jobs generated. If you select New Job, Immediately Invoice and Complete, you must also specify a Template to use for the invoice. When the maintenance is triggered, a Document based on the Template is created. Next, choose the Quantity Option you wish to use when creating the Document generated. The Quantity Option field allows you to select how you would like quantities set up in the Job when it is created from the Template: · Standard Copy - all quantities will be set in the Supply column of a detail line during copy. It is perfectly correct to use this option, but please note that if you run the Multi Post 470 program, because they are set in the Supply column, they would appear in the list for Jobs ready to invoice, when in fact they may not yet be ready. We recommend you use one of the other options if this becomes an issue for management. · Back Order (Copy Estimate Only) places all quantities on back order and zeros the supply quantity. · Zero all Quantities is self explanatory. · Override Quantities allows you to specify a quantity. This can be useful for builds or where multiple services or items are required. · Apply Multiplying Factor to Quantities allows you to specify a multiplying factor to a quantity. · Copy Posted to Supply is self explanatory. Enter an associated Quantity if applicable. Click [Accept]. Major/Minor Actions can be set up by adding multiple actions and choosing different templates. History for the equipment will store all actions with the Equipment record. Now that you have created an Action, you need to create Conditions by specifying Criteria to trigger the Action. General Conditions are Equipment related and Meter Conditions are Meter related. It is possible to have combinations of General and Meter Conditions. General Conditions Click [General Cond.]. The Maintenance Condition window will be displayed.


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Select the Criteria from the drop-down list.

Select an Operand and Value. Criteria have two special properties, Mandatory and Action Once Only. If setting up multiple criteria, Mandatory can be used to create dependencies. For example, if this condition is mandatory and not true even though a second or subsequent condition is, do not perform the action. Action Once Only is useful where meter readings are cumulative and if based on the reading will continue to be true even though the action may have been completed. For example, a motor car service may be due at 10,000 miles, 20,000 miles, etc. Once the meter reaches 10,000 or greater, perform the 10,000 mile service. When the reading exceeds 20,000 it is still greater than 10,000, but we do not want to repeat the 10,000 again so we set the condition to Action Once Only. You can also specify conditions such as 6 mths or 10,000 miles, whichever comes first. Click [Accept] to add the Condition. Repeat this process as applicable or create a second Action and add further Conditions to it. Meter Conditions Click [Meter Cond.]. The Maintenance Condition window will be displayed.


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Meter Conditions follow the same process as General Conditions, but Criteria are based on Meter functions. Check if Conditions are True Once all Actions and Conditions have been created, click [Calc.] to check if any Conditions are true. If they are you can manually post the Action(s) by clicking [Post]. It is however recommended that you use the Basic Maintenance Processing 632 program to process Equipment Maintenance.

Key Points and Tips Currently, there is no way to set up Model Maintenance and have Equipment inherit Maintenance from the Model. Setting up Equipment Maintenance can be very useful where a company has a large number of Equipment. Rather than setting up Jobs in advance in Document Entry, the Maintenance process can be used to trigger Jobs only when a condition is true.


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15.1.6 Item Relationships

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Overview The Item Relationships program allows you to link Items of Inventory to Models in Service Manager and/or Universal Product Codes (bar codes). Therefore it is possible to sell an Item of inventory by scanning in its Universal Product Code (UPC), and after posting the Item to an Invoice, auto create an Equipment record for the Site from the sale of that Item by automatically associating the Item's Model relationship to the Equipment record.

Estimated Time Setup time only takes a few moments per record, however we recommend using the Import/Export functions with large inventory databases. Import/Export functions are available from the File menu.

Profile tab

Press F6 to check if an existing relationship exists before trying to create a new one. Enter or select an Item Code. Click the Profile tab and match a Model with the Item. Click in the UPC field and add a UPC or scan one in. Click [Add] to create a new item relationship or click [Save] if editing an existing relationship.


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Key Points It is not mandatory to create an Item, Model, UPC relationship. It is legitimate to just create an Item, Model relationship or an Item, UPC relationship.

In Document Entry there is an icon to allow entry of Items by scanning the UPC . You can use this feature to scan Items that are not going to be used to create Equipment as well, such as consumable items. Refer to the Service Manager Guide: Document Programs » Document Entry » Fast Icons » Using the Fast Icons » Insert Billing Lines by Script 105 topic. If you do not use bar codes, ignore the UPCs, but it is important to create Item / Model relationships to use the Auto Create Equipment 974 function in Service Manager. This speeds up this function by not requiring input at line level by an operator to match the Item to a Model. This is especially useful where Equipment is generated using the Auto Create Equipment function for items sold via Order Entry or that are in Serialized Inventory tables.

15.2 V/M Faults

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The Faults setup programs allow you to set up Fault Analyzer 590 . Setup programs include Faults, Symptoms, and Solutions. These can be imported from Manufacturer information (if available), or created "on the fly" during the analysis of the problem.

15.2.1 Faults

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Overview Fault setup allows you to specify the Model and Fault Grouping, General Comments, related Symptoms, available Solutions, and the Models that they apply to. When an Equipment record is added to a Job, it is possible to specify a Fault or many Faults against that Equipment. These entries are termed Fault Registrations and collectively form the basis for the Fault Analysis component of Service Manager - Fault Analyzer 590 .

Estimated Time Setup time for an individual fault only takes a few moments, however we recommend using the Import/Export functions if there are large numbers of faults to input. Import/Export functions are available from the File menu.


Setup Programs

Symptom/ Fault/ Solution Relationship


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Profile tab

Click in the Fault Code field and enter a new code. Click the Profile tab to open the other fields for entry. In the Description field, enter a description of the fault. Enter a Model Group and Fault Group if applicable. Add Fault Comments and tick the Warn on Entry check box if you want the Comments to act as a warning message every time the Fault Code is used in Service Manager. Tick the Fault is failure related check box to indicate that the fault is severe and the Equipment requires shutdown or replacement. This check box can also be used for reporting purposes. Tick the Use Picture check box and then click [View] to add a graphic to the fault record. This can be very handy for outlining or describing the fault pictorially. Click the Symptoms tab.


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Symptoms tab

Click [Insert] to add a symptom to a fault. If no symptoms exist, click New to add a new one. Symptoms are covered in a subsequent section. A fault can have many symptoms associated with it. Click the Solutions tab.


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Solutions tab

Click [Insert] to add a solution to a fault. If no solutions exist, click New to add a new one. Solutions are covered in a subsequent section. A fault can have many solutions associated with it. Click the Models tab.


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Models tab

Click [Insert] to add a Model to a Fault. If one does not exist, click New can have many models associated with it.

to add a new one. A fault

Key Points A Fault is the basis of the Fault Analyzer program in Service Manager. It is possible to create symptoms and solutions without associating them to faults, but a fault registration cannot be created for an equipment record without a fault. The Fault Analyzer is often referred to as a Help Desk. As a Fault registration is created in Service Manager it is stored in the Fault Analyzer database so that it can be referenced at any time.

15.2.2 Symptoms

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Overview Symptoms may apply to many Faults and Faults may have many Symptoms. This program allows you to Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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define Symptoms relating to a Fault, which in turn associates those Symptoms with a Model. Other information included in Symptom records are Keywords that aid in searching for Faults and Solutions related to the Symptom, and an Internal and External Comment.

Estimated Time Setup time for an individual Symptom only takes a few moments, however we recommend using the Import/Export functions if there are large numbers of symptoms to input. Import/Export functions are available from the File menu.

Profile tab

Click in the Symptom Code field and enter a new code. Click the Profile tab to open the other fields for entry. In the Description field, enter a description of the symptom. In the Keyword field, enter a keyword to help identify the symptom more quickly when doing database searches. The Keyword is optional. Internal Comments can also be used to search. Add Internal Comments, however we recommend that you keep these brief and focused on what the symptom is. Enter External Comments as applicable. External Comments can be used to advise customers, or they can be used as an additional comment area. They were originally designed so that when Fault Analyzer becomes available across the Internet, different comments can be displayed depending on the type of individual accessing the program.


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Click the Faults tab.

Faults tab

Faults can be associated with Symptoms. Click [Insert] to add a fault to the symptom record. As is the same in all relationships whether they are symptoms, faults or solutions, records can be created during Job entry "on the fly" if necessary. They do not have to be created in advance.

15.2.3 Solutions

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Overview Solutions may apply to many Faults and Faults may have many Solutions. This program allows you to define Solutions relating to a Fault, which in turn associates those Solutions with a Model. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Note that a Billing Group from a Billing Template 239 can be attached to a Solution. When a Solution is chosen in Document Entry as part of a fault registration, the Billing Group attached to the Solution can be auto loaded directly into the Document. The Billing Group might include service charges and parts to effect the repair, as well as notations. Other Solution information includes: a Keyword for quick lookup ability, Internal and External Comments, Estimated Repair Duration, Graphics, External References including file attachments, Email and/or Web URLs. (Service Manager will launch your default email program or web browser.) Custom Fields can be added to Solutions to determine the fields to be displayed when creating a Fault Registration in Document Entry.

Estimated Time Setup time for an individual Symptom only takes a few moments, however we recommend using the Import/Export functions if there are large numbers of symptoms to enter. Import/Export functions are available from the File menu.

Profile tab

Click in the Solution Code field and enter a new code. Click the Profile tab to open the other fields for


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entry. In the Description field, enter a description of the solution. In the Keyword field, enter a keyword to help identify the solution more quickly when doing database searches. The Keyword is optional. Internal Comments can also be used to search. Add Internal Comments, however we recommend that you keep these brief and focused on what the symptom is. Enter External Comments as applicable. External Comments can be used to advise customers, or they can be used as an additional comment area. They were originally designed so that when Fault Analyzer becomes available across the Internet, different comments can be displayed depending on the type of individual accessing the program. Tick the Attach Billing Template check box to choose a Billing Template / Billing Group that will automatically load when this solution is used to resolve a fault. The Billing Group can include standard services and parts as required. Enter or select a Source from Template and then enter or select an Available Billing Group if there is more than one in the Template. When a fault registration is added to an equipment record in a Job, Service Manager will prompt and ask if you wish to load the template to the Job. The services and parts will then be added automatically. This saves a great deal of time as data does not have to be entered manually. If relevant, specify an Estimated Duration for the repair. This can be compared with the actual duration to report on mean time to repair, for example. Tick the Use Picture check box and then click [View] to add a graphic to the solution record. This can be very handy for outlining or describing the solution pictorially. Click the References tab.


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References tab

An External Reference can be used to provide extended detail on the Solution. External References can be of three basic types; File, Web URL, Email. File can be attached to Solutions. Files can be of any type. For example, Word or Excel documents, CAD files, PDF files, Visio files, etc. Web URLs can be used to point to a manufacturer's website. These can point to frequently asked questions, or documents. Alternatively just send an email to a specified email address to notify a or other staff member. Click on the Degree of Difficulty slider and position as required to specify how difficult the Solution is to implement. Next Specify the Skills required to perform this Solution (if applicable). Up to five skills can be entered. Finally, tick the Use Custom Fields check box to enable Custom Fields. Choose a Custom Field Template. When a Solution is added to an Equipment record, the Custom Fields can be used to further define the Solution's particular characteristics. Click the Faults tab.


Setup Programs

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Faults tab

Click [Insert] to add Faults that apply to this Solution. If no Faults exist, click New to add a new one. Solutions can also be associated with Faults "on the fly" during creation of a Fault registration. Click [Add] to add the Solution or [Save] if editing an existing Solution.

15.3 V/M General

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The General setup programs allow you to set up the basic istrative records associated with the way your business operates.


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15.3.1 Company Options

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Overview Once you have activated Service Manager, the next task is to set up the Company-wide Service Manager default settings, i.e., processing functions, numbering conventions, descriptions, etc. This task is generally undertaken by your Sage Acac Solution Provider. In particular, you need to define the default General Ledger codes. These will represent the default codes that will be used by Service Manager if not overridden by a Job Type or Service Code. When a new Document is created, in the absence of any operator intervention, these default settings will be used. You can enter Setup Options at any time to modify or make changes to the default settings. Any changes made will generally only apply to future transactions. Click a tab below to display detailed information about all the fields on that tab.

Company tab The fields in the Company tab store information pertaining to your company and will appear on company reports. You may also place these fields on specific reports.


Setup Programs

Enter the required information and then click [Save]. Select the Defaults tab. Company

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The information that appears here is automatically obtained from the Sage Acac ERP Common Services Company Profile. This information cannot be modified directly from Service Manager. It you wish to change this information, select the Common Services window from your desktop and then select Company Profile.

Note: You may need Security clearance to modify this program. Internal Details Database Creation

This date is created when you activate your Service Manager Company Database.

Last Modified

The date and time Company Options were last modified.

Company

Many Corporation Acts in various countries issue ed Company Numbers to


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Number

uniquely identify a Company. Store your Company Number in this field. It can be used on reports if required. You can store other information here if the Corporation Acts in your country have different regulations.

Company Phone Fax Email URL

Enter information relating to the primary person in charge of your Service Manager system in these fields. You may wish to enter the Company Web URL and Company email address to avoid unnecessary information being distributed to the person defined as the Company .

Defaults tab These fields in the Defaults tab retain default values used throughout Service Manager. When a new Document is created, in the absence of any operator intervention, these default settings will be used. Note: A/R Customer defaults as opposed to Site Detail information should be changed from within s Receivable.

Enter the required information and then click [Save]. Select the Processing tab


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Setup Programs

Job Type

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Enter the default Job Type you wish to appear when creating new Documents. The operator can override the default from within the Document at any time. Note: If you leave this default blank, when creating new documents, the field will be blank and the operator will be required to make an entry. You can also attach default Job Types to Site records. When you specify a Site that has a default Job Type, the Company default you set here will be overridden.

Job Phase

Enter the default Job Type Phase you wish to appear when creating new Documents. The operator can modify or delete the default from within the Document at any time. Note: If you leave this default blank, when creating new documents the field will be blank and the operator will be required to make an entry. If you create default Job Phases within Job Types, they will override the Options default when that Site is specified.

General Sales Type

Enter the default General Sales Type you wish to appear when creating General Sale Documents. The operator can override the default from within the Document at any time. Note: If you leave this default blank, when creating new documents the field will be blank and the operator will be required to make an entry. There are no overrides available at Site Level.

General Sales Phase

Enter the default General Sales Phase you wish to appear when creating new General Sales Type Documents. The operator can modify or delete the default from within the Document at any time. Note: If you leave this default blank, when creating new documents the field will be blank and the operator will be required to make an entry. If you create default General Sales Phases within General Sales Types, they will override the Options default when that Site is specified.

Inventory Location

The Location you specify here will be used as a default during all transaction entries for Inventory Items. Type in a Location code or use the Finder existing code.

to select an

Note: Documents will default to the A/R Customer Inventory Location any Service Manager override/defaults apply.

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Last Location

Check Box - If you tick this check box, the system will the Location code during each Document Entry session to enable quicker data entry.

Job Status

Select a default Job Status from the drop-down list. This Status will default when creating new Documents, but can be modified by the operator at any time. There are five fixed status values:

and 10 definable statuses. Source Billing Date

The Source Billing date is used to define the default transaction Process Date when entering Services or Items at detail line level from within Document Entry.

External Doc. Desc. (External Document Description)

Enter the description you wish to appear for referencing external documents to the current document. e.g., Field Invoices.

Age Documents after

Once a Job/Document has been completed, the next time you run a Day End process, it will compare the completed date with Day End process date. If the


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period (in days), is greater than or equal to the Age Jobs period, the Job will be moved to History. Primary Site

Set a default code here that will be used throughout Service Manager whenever a code is required. We recommend that the Primary Site be set to the same value for each Site. Use the code SITE as this is easily identifiable.

Standard Service Pricelist

This Inventory Control Price list will be default to all new Standard Services during setup. Each Service must have a valid price list specified for base rate fall back purposes.

Labor Service Pricelist

This Inventory Control Price list will be defaulted to all new Labor Services during setup. Each Service must have a valid price list specified for base rate fall back purposes.

Contractor Service Pricelist

This Inventory Control Price list will be defaulted to all new Subcontractor Services during setup. Each Service must have a valid price list specified for base rate fall back purposes.

Retain Credit Card Details

Check Box - If you tick this check box and credit card details are entered during the posting of a Receipt, those details will be saved in the Site master file. Refer Site Setup » Marketing tab » Last Remittance Details section 856 . The next time a Receipt is processed for that Site and a credit card is used, the credit card details on file will default.

Warn if Price or Cost not Found

Check Box - If you tick this check box, the system will prompt and alert the that a Price or Cost has not been entered or found when creating or modifying Billing detail lines. This can be the case if a price has not been set up for the Price List being used. If you find the message annoying or irrelevant, clear this check box.

Use R.A. Equipment Custom Fields

Check Box - If you tick this check box, when adding an Equipment record to a Return Authorization (RA) and modifying the Equipment Custom Fields, those fields will be saved in the RA Equipment detail line, but will not update the master Equipment Custom Fields for that Equipment record. This feature provides the ability to enter Equipment onto an RA and maintain specific values in the Custom Fields for that Equipment without updating the master Custom Fields for the equipment record in question.

Expire Quotations after

Specify the number of days you wish to add to the entry date of a new Quotation to apply to the document expiry date. Expired Quotations may be purged from the system via the Clear History 689 program. You may modify the individual expiry date for each Quotation at any time. All expired Quotations are still fully operable even after they have expired.

Expire General Sales after

Specify the number of days you wish to add to the entry date of a new Sales Order to apply to the document expiry date. Expired Sales Orders may be purged from the system via the Clear History 689 program. You may modify the individual expiry date for each Sales Order at any time. All expired Sales Orders are still fully operable even after they have expired.

Processing tab This section allows you to specify the processing features and functions as required. These fields allow you to set tailoring flags that control the way Service Manager functions.


Setup Programs

Enter the required information and then click [Save]. Select the Numbering tab

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General Only tick the options that you require. If, for example, you do not use Meters, do not tick the Track Meter Readings check box. Meter related fields will then not be visible in Service Manager Equipment windows. If you track Equipment Components, you must tick the Track Components check box or you will not be able to set up Components in Models or Equipment. The Employee Assignment Method determines how Employees are automatically assigned to Jobs. If set to Site Assignments it will use the Site Assignments as set in the Site Master file for a customer. This can be very useful if you wish to identify who usually works at a Site, but it can equally be cumbersome if it is not possible to send those Employees if there are scheduled elsewhere, so setting this field to Manual Assignments can often be advantageous as assignments can be quickly added to Jobs using manual tools. Service Center functionality is available by ticking the Use Service Center Functionality check box. Multiple Service Centers can be defined in the Service Center Setup 847 program. On-The-Fly options allow you to process the functions listed during data entry, but where security is an issue it may be preferable to set these off as applicable. Allow Entry on Held A/R Customers sets a warning message so that on creation of a new document you will be warned that the Customer is On Hold. The flag is also active any time you modify an existing Document as well.


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Note that if cleared, this check box also prevents operators from Posting Invoices, Credit Notes or Cost Only entries for a Customer that is On Hold. The flag ties closely in with Security Options in istrative Services. Allow Site/Customer Creation - Ticking this check box permits the operator to create a new Customer record in A/R when creating any type of Document. Allow Equipment Creation - Ticking this check box permits the operator to create a new Model record during entry of Equipment. The following two options can be overridden by security access granted. Auto convert Service unit price to Customer currency will check the currency tables in a multicurrency system and convert a price "on the fly" using the latest rate for that currency (if one exists) regardless of whether a rate has been setup in the Price List tables for that Service. Note: This field will not be visible in a single currency system. Include Tax in PO Receipted Cost will use the Purchase Orders cost inclusive of tax when supplying a receipt to a detail line that has been ordered from within Service Manager using the Service Manager Purchase Orders Add-On 1284 . This can be useful where tax is included in the landed cost of an item but should not be used where VAT or GST tax regimes are used. Note: This field will not be visible if the Service Manager Purchase Orders Add-On 1284 has not been installed. Track Meter Readings

Check Box - Tick this check box to enable Meter Processing. Clear this check box to disable Meter Processing.

Track Basic Maintenance

Check Box - Tick this check box to enable the Basic Maintenance facility of Service Manager. If you do not need this facility, clear this check box. This will remove the Basic Maintenance Setup 730 and Basic Maintenance Processing 623 desktop icons.

Track Skill Levels

Check Box - Tick this check box to enable the Employee Skills facility of Service Manager. If you do not require Employee Skill tracking, clear this check box.

Track Components

Check Box - Tick this check box to enable the Equipment Component functionality of Service Manager. If ticked, you will be able to create Component Equipment for Master Equipment to one level. Component Equipment may not be a master to other Component Equipment. The facility gives you the ability to define parent/child relationships between Models and therefore automatically create Component Equipment when you create a Master Equipment record.

Employee Assignment Method Select the mode of Asg Employees to a Job. Choose between Manual, Auto load from Site Assignments, or Auto load from Phase Work Group Assignments. On-The-Fly Allow Entry on Held A/R Customers

Check Box - If you tick this check box and a Customer is On Hold when a Document is created or modified, a Warning message will be displayed.

Allow Site/Customer Creation

Check Box - Tick this check box to allow the operator to create a new Customer record in A/R when creating any type of Document.

Allow Equipment Creation

Check Box - Tick this check box to allow the operator to create a new Model record during entry of Equipment.

Confirm on Posting

Check Box - Tick this check box to force a Confirmation before posting will continue when any of the Post buttons are clicked.

Note: Ticking this check box also prevents operators from Posting Invoices, Credit Notes or Cost Only entries for a Customer that is On Hold.


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Commissions Calculation Method

Never - Disable commission tracking company-wide. Always - Calculate commission regardless of profitability. On Minimum Net Profit After Commission (NPAC) % - Service Manager provides a method of calculating commission whereby the Job/Document must have a profit after paying commission of at least the specified %. This prevents the payment of commission on non-profitable Jobs. For example, if you set the NPAC rate to 10% and calculate commission, commission will only be applied to the Document if the profitability after applying the calculated commission is greater than or equal to 10%. Refer to the Employee Commissions 254 topic in the Service Manager Guide for additional information about the commission tracking process in Service Manager. Last Clearance Posting History Statistics Expired Quotes Expired General Sales Notations Site Audit

Displays the Last Clearance date of each specified function. The listed functions are Posting, History, Statistics, Expired Quotations, Expired General Sales, Notations and Site Audit.

Report Aging Once a Job/Document has been completed, the next time you run a Day End process, it will compare the completed date with Day End process date. If the period (in days), is greater than or equal to the Age Jobs period, the Job will be moved to History.

Auto convert Service Unit Price to Customer Currency

This check box is only available if you are using multicurrency ing

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Time Entry Conflicts Time entry conflicts can have various levels of tolerance. The system can be set to Prohibit, Warn or Ignore Time Entries that conflict with each other. Include Tax in PO Receipted Cost

Check Box - This check box is only available if you have the optional Service Manager Purchase Orders Add-On 1284 installed. When supplying a Detail line to a Job that has been purchased via a Service Manager Purchase Order, this check box determines whether to take up the cost inclusive of tax or exclusive of tax. Clear this check box for countries that use VAT or GST tax regimes.


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V/M General

Billing Protection

This facility allows you to protect Document Service and Item Billing lines. You have the option to select to protect either the entire line or key elements only. This feature is tied to the Sage Acac ERP 984 security settings 984 . A must therefore have that security level to be able to unprotect the entire Document so that changes can be made. New lines and notations can be maintained at any time however new lines become protected once the Document is saved. Refer to the Billing Protection 246 topic in the Service Manager Guide for additional information about setting up Billing Protection in Service Manager. Apply Serialized Inventory Cost to Item

Check Box - This check box is only available if you have the optional Service Manager Serialized Inventory Add-On 1335 installed. Serialized Inventory has a Cost associated with each Serialized Item. If you sell items from Serialized Inventory the Unit Cost can either be based on the Cost associated with each Serialized Item or determined using the Costing Method of the I/C Set Code associated with the Item. For example: Item A1-103/0 Stock on Hand Serial #1 Cost $10.00 Serial #2 Cost $10.00 Serial #3 Cost $10.00 Serial #4 Cost $10.00 Serial #5 Cost $10.00 Serial #6 Cost $16.00 Serial #7 Cost $16.00 Serial #8 Cost $16.00 Serial #9 Cost $16.00 Serial #10 Cost $16.00 You sell three of this Item and select Serial #1, #2, and #6. If you tick this check box to use the Cost associated with each Serialized Item, the Unit Cost will be $36.00/3 = $12.00. If you clear this check box and use Weighted Moving Average costing for example, the Unit Cost will be the average cost of stock on hand of this Item at the selected Location, i.e., $130.00/10 = $13.00. Note: Costing is based on the Costing Method of the I/C Set Code associated with the Item.


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Always use Item default Price List

Check Box - Tick this check box to default the Price List on the Item to the Item Default Price List.

Use Service Center

Check Box - This check box is only available if you have the optional Service Manager Service Center Add-On 1319 installed.


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V/M General

Functionality

Tick this check box to use the Service Center functionality.

Maintain Standard Cost in Document

Check Box - Tick this check box to use the Standard Cost of Items in Documents and retain that Cost after Day End Processing. This will only apply to Items that use a Standard Cost Costing Method.

[Rebuild Online Program Language Resource Tables]

This button will only be displayed if any of the following Service Manager Add-On products are active: · Employee Portal Server · PDA Server The Resource Tables need to be rebuilt in the following cases: · as part of the installation process of these Add-Ons · when upgrading an installation of Service Manager with a new build (e.g., release version to Service Pack 1) or new version (e.g., 5.3B to 5.4A) · when Description fields in Company Options 760 are changed Refer to the relevant Add-On documentation for further information.

Numbering tab This section allows you to set and standardize your numbering convention throughout Service Manager.


Setup Programs

Enter the required information and then click [Save]. Select the Misc. tab

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Number Length

This field determines the maximum length of all numbers used across all Documents. If the length of a Document Number (including Document Prefix) is less than the value of this field, Service Manager will automatically pad the number with zeros. The maximum length you can set is 22 characters. The combined value of Prefix and Next Number cannot be greater than the Number Length.

Prefix

The Document Prefix is alphanumeric and has a maximum length is six (6) characters.

Next Number

The Next Number is a numeric only field and, when combined with the Document Prefix, cannot exceed Number Length. Next Number will auto increment on New Document creation.

Use Misc. Auto Numbering

Check Box - Miscellaneous Auto Numbering relates to the New codes allocated to Sites, Equipment, Models, and Schedules. These codes can be set to Use Leading Zeros and can be specified to a maximum length of 12 characters. If you do not require Auto Numbering (Manually Allocate), then clear this check box.


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V/M General

Miscellaneous tab Financial Distribution Statistics can be tracked on Sites, Equipment, Agreements, Models, Employees, Phases, Work Groups, Services, Job Types, Faults, Service Centers - if the Service Manager Service Center Add-On 1319 is installed - and Tasks and Disciplines.

Enter the required information and then click [Save]. Select the Desc. tab Financial Distribution Statistics

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Financial Distribution Statistics are statistics obtained from revenue and cost billing transactions (i.e., calculated from Standard Services, Labor Services, Sub Contractor Services or Items), processed on Invoices, Credit Notes or Cost Only documents. Using source data from these transactions, further financial statistics such as Gross Profit, Totals and the Proportion of Total Business are also calculated from this common base across all categories selected. The Proportion of Total Business statistics can be calculated by setting the base to Document Count, Sales, Costs or Gross Profit. Financial Distribution Statistics are Marketing based and should not be confused with individual record specific statistics, which are generally process related. Distribution statistics can be tracked on Sites, Equipment, Agreements, Models, Employees, Phases, Work Groups, Services, Job Types, Faults, Service Centers (if the Service Manager Service Center Add-On 1319 is installed), and Tasks and Disciplines by ticking any combination of check boxes.

Default Graphics Directory

Ticking the Model, Equipment, Faults, Solutions, or s check boxes allows you to display graphics for these records in various locations throughout Service Manager.

Descriptions tab Descriptions allow you to create definable Document Statuses, Equipment Statuses, Item Statuses,


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761

Site Types, Events, Task Statuses and RA Statuses that will be used throughout your Service Manager System. Note: If you modify a Description the change will be inherited system wide. That is, all existing Documents will reflect the change. Enter the required information and then click [Save]. Select the G/L Gen. tab

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Document Related tab

Document Statuses

There are 10 definable Document Statuses available. Click on a field to modify it. The Statuses you create will become available during Document Entry.

Item Statuses

There are five (5) definable Item Statuses available. The Statuses you create will become available during Document Entry.

Task Statuses

There are five (5) definable Task Statuses available. Click on a field to modify it. Refer Setting up Task Statuses 841 .

Completed Task Failure Statuses

There are 10 definable Completed Task Failure Statuses available. Click on a field to modify it. Refer Setting up Task Statuses 841 .


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General tab

Site Types

There are nine (9) definable Site Types available. Click on a field to modify it. Site Types are set during creation or modification of a Customer Site, and may be used to classify the Site prior to it becoming a valid Customer Site. Once a Site becomes a valid Customer, we recommend that you classify the Site as such.

Events

There are five (5) definable Events available. Click on a field to modify it. The Events you create become available when you add or modify Site s 863 . Events are used to sort information you wish to send to s.

RA Line Statuses

There are 10 definable RA Line Statuses available. Click on a field to modify it.

RA Statuses

There are five (5) definable Statuses available. Click on a field to modify it. The Statutes you create become available when you add or modify an RA record.

Equipment Statuses

There are 10 definable Equipment Statuses available. Click on a field to modify it. The Statuses you create will become available during Document Entry.


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G/L General tab Service Manager incorporates full Sub Ledger ing, and produces general ledger transactions from postings of Invoices, Credit Notes, Adjustments and Cost Only entries. During the Day End process in Service Manager, batches are created in s Receivable and in General Ledger.

Enter the required information and then click [Save]. Select the G/L WIP tab.

766

s Options Create Transactions Defer G/L Posting and Consolidation options have been introduced if G/L Sub Ledger Services has been activated for the Company's data. This brings two new icons to the desktop 1) G/L Transactions Report 963 and 2) Create G/L Batch 651 . These functions operate in exactly the same way most other Sub Ledgers manage this facility. To defer G/L posting, i.e, create G/L batches manually, select On Request Using Create G/L Batch Icon.


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V/M General

Create G/L Batches by

You can add new transactions to an existing G/L batch or create a new one (and optionally post it directly to G/L s). Consolidate G/L Batches

Select the G/L Consolidation method required. G/L Reference Field G/L Description Field

Select the information that you want to appear with the unconsolidated details in the Reference column on the Service Manager G/L Posting Journal Report 960 and in that field in the General Ledger batch. The options available for the G/L Reference and G/L Description fields depend on the type of journal being posted. Some are derived from Postings (Invoices, Credit Notes and Cost Only). Others come from the Document (Job, etc.) - WIP, Amortization, etc. Document Number If a Posting, use the Invoice Number; if a Document, use the Job Number. Reference Number If a Posting, use the Invoice Reference; if a Document, use the Job Reference. Source Code/Day End Number/Entry Number Use the Day End details regardless. Header Description If a Posting, use the Invoice Description; if a Document, use the Job Description. Customer Number If a Posting, use the Invoice Bill To; if a Document, use the Job Bill To. Source Document If a Posting, use the Invoice source which could be a Job, etc.; if a Document, use the document that created the document. e.g., a Quote was copied to a Job. Standard s Service Revenue

Enter the default Service Revenue G/L to be credited in the absence of a specified revenue in the Service master record. Note: You can change the code selected at any time. The change will only affect new detail lines entered on a Document.

Service Cost

Enter the default Service Cost G/L to be debited in the absence of a specified cost in the Service Master record. Note: You can change the code selected at any time. The change will only affect new detail lines entered on a Document.


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If the Service Cost and Service Cost Clearing s are blank, cost entries will not be posted to the General Ledger by the Day End Processing function. They will still be available within the Service Manager system however. Service Cost Clearing

Enter the Cost Clearing G/L you wish to default in the absence of a specified cost clearing in the Service Master record. Clearing s are just suspense s that get cleared when the equivalent entry in the relevant Sub Ledger module (e.g., s Payable, Payroll) is posted to the general ledger. Clearing s avoid double posting to the General Ledger when Service Manager is interfaced with other Sage Acac ERP modules. Note: You can change the code selected at any time. The change will only affect new detail lines entered on a Document.

Discount

Enter the Discount G/L you wish to use when applying discounts in Service Manager. Note: All discounts get posted to this . You can change the code selected at any time. The change will only affect new detail lines entered on a Document. This is a Company wide discount .

Revenue Rounding Method

This option allows you to apply a rounding mechanism to every Document entered in Service manager. If you select a Rounding option, an adjustment journal will be posted for the rounding debit or credit to the specified. No Rounding: Choose this option to turn Rounding off. Always Up: Choose this option to Round all Documents up to the nominated nearest value. Always Down: Choose this option to Round all Documents down to the nominated nearest value. Standard: Choose this option to automatically Round all Documents up or down to the closest nominated value. Amount

This value determines at what point you wish to round the Net total amount of all invoices depending on the Method chosen. If you wish to round to the nearest $5.00, you would specify 5.00 in this field.

Rounding

A rounding amount journal will be posted by Day End processing to the General Ledger.

Allow Job Type, Phase and Employee Segment Override ing to Apply to Inventory Control G/L s

Check Box - Tick this check box to provide General Ledger Segment Overrides at any of the levels listed. You can set up the Segment Overrides in each of the respective Setup programs.


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G/L WIP tab

Work in Progress/Billings Service Manager incorporates full Sub Ledger ing, and produces general ledger transactions from postings of Invoices, Credit Notes, Adjustments and Cost Only entries. Work in Progress is debited during this process and Inventory Control or Service Cost Clearing is credited. When Day End processes an invoice, s Receivable is debited and Billings is credited. When an expense is recognized during Day End Processing, Service Manager generates general ledger entries crediting the Work in Progress and debiting the relevant Cost of Sales . When revenue is recognized, Service Manager debits the Billings and credits the relevant Revenue . that Job Types can override expense and revenue default s set up here. Note: Once WIP is turned on in Options, it cannot be turned off, so be careful using this function. You can still turn WIP off in the Job Header if necessary. If you are not using WIP, revenue and expenses are recognized immediately an Invoice, Credit Note, Adjustment, or Cost Only entry is processed by the Day End function. Please refer to the full examples shown in ing and Integration

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for a more detailed explanation.

Overhead and Burden Overhead and Burden can be applied to a WIP Job, but cannot be applied separately to specific Phases or Billing Groups within that Job. Overhead is calculated for the entire Job based on the calculation method selected. The Job Totals screen includes Overhead and Burden calculations providing a "Net Profit Before Commission (NPBC)" figure for profitability evaluation purposes. The Day End process posts these entries on Job completion. WIP and Billings entries are posted to these A/R and G/L batches by the Day End process also. The first of a Day End process reads posted Invoices, Credit Notes and Cost Only entries. A/R batch entry detail lines are created debiting A/R Control and crediting the Billings . Costs are not posted to the G/L at this time during the Day End process because detail lines could have multiple posting entries. Once all Invoices, Credit Notes and Cost Only entries have been processed, the Day End process then does a second reading all Documents containing WIP entries and creates an aggregate G/L batch detail line debiting WIP and crediting the relevant Service Cost Clearing s or I/C control s. Each time WIP entries are posted, Service Manager recognizes only those entries (+/-) posted to the job since the function was last run.


Setup Programs

Enter the required information and then click [Save]. Select the G/L Cover tab Track WIP

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Check Box - Tick this check box if your Company uses Work in Progress (WIP). Note: Once WIP is turned on in Options, it cannot be turned off, so be careful using this function. You can still turn WIP off at Document level in the Setup tab of the Job Header. During Day End Processing 640 , transactions are created for s Receivable and General Ledger batches. These batches can be sent to A/R or G/L directly by the Day End process or on request using the Create G/L Batch icon. You can edit and/or post transactions in these batches from within A/R or G/L modules respectively.

WIP

Enter the WIP G/L you wish to for the (asset) control debited with the sum of costs accumulated and credited when the costs are expensed. The you enter here will default, but can be overridden by a WIP specified in a Job Types master record. You can use the Finder or Arrow keys to locate the G/L code. Note: WIP s in the General Ledger are Balance Sheet s used in substitution of cost s when Work in Progress ing is used. The Work in Progress is debited when you post cost transactions and credited (reversed) when you Recognize the Expense. You can change the code selected at any time. The change will only affect new detail lines entered on a


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Document. Billings

Enter the Billings G/L to credit when an invoice is posted in s Receivable and debit when revenue is recognized. The you enter here will default, but can be overridden by a Billings specified in Job Types master record. Note: The Billings s in the General Ledger are Balance Sheet s used in substitution of revenue s when Work in Progress ing is used. Values in these s are reversed at a specified time (often % Job Completion) to their individual detail line revenue s. You can change the code selected at any time. The change will only affect new detail lines entered on a Document.

Overhead Allocation Method

There are six methods of applying Overhead to a WIP Job. Choose the Allocation Method your company uses and then type the applicable % or $ rate that applies. Never - No automatic method of overhead allocation is applied to the job overall. % Non-Labor Cost - Overhead is calculated as a fixed percentage of all non-labor charges (material) dollar charged to a job. Includes all Non Labor Services and Inventory. % Labor Cost - Overhead is calculated as a fixed percentage of each labor dollar charged to a job. Flat Rate $/Labor Cost Hr - Overhead is calculated as a flat dollar amount for each labor hour charged to a job. Flat % of Total Cost - Overhead is calculated as a fixed percentage of the total Job cost. Flat % of Total Revenue - Overhead is calculated as a fixed percentage of the total Job revenue. Note: The % or $ amount cannot be negative. Applied Overhead Enter the Applied Overhead G/L for the expense to be debited with overhead allocated from a Job, using the Overhead calculation method chosen. You can use the Finder or Arrow keys to locate the G/L code. Note: All Applied Overhead is posted to this . You can change the code selected at any time. The change will only affect new detail lines entered on a Document. Recovered Overhead

Enter the Recovered Overhead G/L for the expense to be credited with overhead allocated from a Job, using the Overhead calculation method chosen. You can use the Finder or Arrow keys to locate the G/L code. Note: All recovered Overhead is posted to this . You can change the code selected at any time. The change will only affect new detail lines entered on a Document.

Burden


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Burden Method

There are six methods of applying Burden (Labor Overhead) to a WIP Job. Choose the Allocation Method your company uses and then type the applicable % or $ rate that applies. Never - No automatic method of overhead allocation is applied to the job overall. % Non-Labor Cost - Overhead is calculated as a fixed percentage of all non-labor charges (material) dollar charged to a job. Includes all non-labor Services and Inventory. % Labor Cost - Overhead is calculated as a fixed percentage of each labor dollar charged to a job. Flat Rate $/Labor Cost Hr - Overhead is calculated as a flat dollar amount for each labor hour charged to a job. Flat % of Total Cost - Overhead is calculated as a fixed percentage of the total job cost. Flat % of Total Revenue - Overhead is calculated as a fixed percentage of the total job revenue. Note: The % or $ amount cannot be negative. Applied Burden

Enter the Applied Burden G/L for the expense to be debited with Burden allocated from a Job, using the Burden calculation method chosen. You can use the Finder or Arrow keys to locate the G/L code. Note: All Burden is posted to this . You can change the code selected at any time. The change will only affect new detail lines entered on a Document.

Recovered Burden

Enter the Recovered Burden G/L for the expense to be credited with Burden allocated from a Job, using the Burden calculation method chosen. You can use the Finder or Arrow keys to locate the G/L code.

G/L Cover tab

General Service Manager incorporates full Sub Ledger ing, and produces general ledger transactions from postings of Invoices, Credit Notes, Adjustments and Cost Only entries. During the Day End process in Service Manager, transactions are created for s Receivable and General Ledger batches. These batches can be sent to A/R or G/L directly by the Day End process or on request using the "Create G/L Batch Icon". You can edit and/or post transactions in these batches from within A/R or G/L modules respectively. Agreement Revenue and Coverage ing Service Manager uses a process called "Coverage ing", when taking up agreement revenue applied to a Service or Inventory detail line in a Job that has been covered by an agreement. You can specify the (%) cover required for Labor or Contractor Services, as well as General Services and Inventory Items when creating an Agreement Master Document. There are two basic Types of Agreements. Site Level, where all detail lines whether equipment related or not are covered, and Equipment Level, where detail lines relating to specific Equipment (specified in an agreement), are covered.


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V/M General

If a Detail line is entered on a Job that is covered by an Agreement, any billing will be automatically covered to the percentage specified in that Agreement. This will be shown in the Billing tab of the Detail line, Less % Cover field. The amount being covered is debited or credited respectively to the Coverage G/L when an Invoice or Credit Note is posted. Service Manager s for Coverage on a Gross basis and does not net off the transaction to the GL. Review the examples given in ing and Integration

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.

If WIP is active, the Billings is debited at Day End, and when WIP is recognized, Billings is credited and the Coverage is debited.

Enter the required information and then click [Save]. Select the Response tab

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Agreement G/L s Revenue

All revenue covered by an Agreement is credited to this on the posting of an Invoice and debited on the posting of a Credit Note.

Coverage

This is the debit that Cover revenue is posted to when a Job is carried out that is covered by a prepaid agreement.

Unearned Inc.

You can select to amortize the original invoice that was raised for the Agreement/Contract according to a specified amortization schedule over the life of the agreement. That is, you can invoice a client for the agreement, receipt the


Setup Programs

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funds, but charge the revenue to your general ledger using a standing entry to take up the revenue over time, and thereby match costs on an accrual basis. The Unearned Income is used for this process. Review the examples given in ing and Integration

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.

Warranty G/L s Warranty Claims Control

When Equipment is entered onto a Job, all Warranty Agreements covering that Equipment will be available for selection. This Agreement will be chosen automatically for you and will apply as default when you enter a Service or Item detail line (you can manually override the agreement selected if the line is not covered by Warranty). If the detail line is covered by warranty, when you run the Day End process, a balance sheet Warranty Claims (suspense) will be debited, and a transaction will be created in the Warranty Claims file for subsequent invoicing and reconciliation. When the Manufacturer either pays the Warranty claim or the item is canceled, the Warranty Claims G/L is credited and the transaction is complete. Review the examples given in ing and Integration

Response tab Enter the normal business hours for the company on the Response tab.


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V/M General

Enter the required information and then click [Save] and [Close]. Business Hours

Enter your normal Business Trading hours. Job Manager uses the Business Hours values set to validate the entry of new documents. A warning will alert the operator if the requested time falls outside normal trading hours. You can override this function and schedule a Job etc., outside business hours at any time. As a visual key, Job Manager also displays trading hours in "white", and non business hours in "green" by default, to help identify available time slots on screen more quickly. Screen colors and attributes can be manually altered to suit each s requirement.

Automatically Insert a Time Entry on Employee Assignment to a Job

Tick this check box to automatically create a Time Entry when an Employee is assigned to a Job. The Estimated Start Date/Time of the Time Entry can be linked to the Estimated Start Date/Time for the Phase and the Time Entry Duration can either be specified manually or can be set to the Phase Duration.


Setup Programs

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In this example, the Time Entry was created at 8:53:00 on 7/1/2010, therefore the Start Date and Time is set to four (4) hours later at 12:53:00 on 7/1/2010.


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V/M General

15.3.1.1 Customer default Inventory Location Documents will default to the A/R Customer Inventory Location before any Service Manager override/defaults apply.

15.3.2 Custom Fields

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Overview The Custom Field setup program allows you to create and maintain Custom Field Templates.

Estimated Time Assuming all requirements are understood and planned it should only take an hour or so to set up Custom Fields.


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Custom Field Templates can contain unlimited fields of varying types, each with their own caption and value. The Templates are then associated with Site, Equipment, Employee, Solution, Projects, Documents, Subcontractors, or Notation records stored in Service Manager, to customize those records with industry specific or tailored information. Field types include Text, Date, Time, Numbers and Boolean. Text fields can have up to 10 predefined values in a drop-down list.

Main Form

1. Choose a Custom Field Type.

2. Enter a Code for the Custom Field. 3. Click Go . 4. Enter a Description for the Custom Field. 5. Click [Insert] to add the Custom Field. The Custom Field window will be displayed.


V/M General

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Field Type

If you select Text, you can enter up to 10 default presets for the to choose from. Boolean = Yes/No. Security Level

If you select Visible Only, you cannot edit the fields, but they can be viewed. If you select Security Enabled, you can only view Custom Fields if you have the appropriate security rights enabled. Click [Accept] to insert the field into the Template.

Key Points All master records that are associated with the Custom Fields code will inherit the defined list of fields.


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Therefore, if you add, modify, or delete a Custom Field inside a Custom Field Template or delete a Custom Field, all records using that Template will inherit those changes. Associate the Custom Field Template to a Record Type, e.g., Model. When creating Equipment for that Model the Custom Field Template will be presented and you can then add values to the captions for that particular record to make it unique compared to another Equipment record utilizing the same Model. You can use Import/Export facilities to import Custom Fields from a spreadsheet, for example.

15.3.3 Class Types

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Overview Class Types provide a way to classify records into particular groupings for reporting and financial distribution statistical analysis. Class Types are also useful in Event Manager 653 and are used to set up Period Groups used in the Service Manager Advanced Maintenance Add-On 1012 and Task Disciplines used when setting up Tasks in core Service Manager and in the Service Manager Advanced Maintenance Add-On 1012 . For example, a Personal Computer may belong to a particular "Model Group" class called "2Ghz PCs". An Industry Class Type might be "Information Technology"; a Sector Class Type might be "Public Sector", etc. The sample data includes many examples of Class Type Codes. A typical query might be "Show me the current Gross Profit of customers in the IT industry in the Public sector and what proportion of business was generated from that sector." Another query might simply be to show all Sites of a particular Category. Class Types include: Model Groups, Site Industries, Site Sectors, Site Markets, Site Channels, Site Profiles, Document Descriptions, Site Zones, Employee Skills, Fault Groups and Site Categories.

Estimated Time Assuming all requirements are understood and planned it should only take an hour or so to set up Class Types. Import/Export functions can speed up this process dramatically especially if using a table of Standard Industry Codes (SIC Codes) for industry descriptions. Import/Export functions are available from the File menu.


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V/M General

Main Form

1. Select a Grouping.

Note: The Maintenance Grouping will only be available if the Service Manager Advanced Maintenance Add-On 1012 is installed. 2. Select a Class Type for the selected Grouping. Site

Model/Equipment

Employee Document


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Maintenance

3. Enter a Class Code. 4. Click Go . 5. Add a class Description. The description for a Check List (item) would be, for example, "Has the customer signed off the repair?" 6. Click [Save]. Key Points It is important to note that statistics for Class Types are accumulated from the moment you begin invoicing, crediting or performing work on Jobs or other Document types. Therefore if you choose not to set up and use Class Types from the beginning, then data will not begin to accumulate against a Class Type until you do set them up. That is, data is not retrospectively calculated for previous sales or service jobs. Class types are allocated in Site records for; Industries, Sectors, Markets, Channels, Profiles, Zones, Categories. Class types are allocated in Model records for Model Groups. Class types are allocated in Fault records for Fault Groups.

15.3.4 Employees

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»

Overview The Employee setup program allows you to maintain the Employees you wish to utilize and assign to Jobs and Sales Orders in Service Manager. These include Employees who enter documents and earn Sales Commission. Personal and processing options relating to Employees, such as Defaults, Loadings, Commission details and Skills can also be defined in this program.

Estimated Time Setup time depends on how many Employees need to be set up. Typically allow five to ten minutes per Employee assuming all information is available. Import/Export functions available from the File menu can speed up this process dramatically.


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V/M General

Profile tab

1. 2. 3. 4. 5. 6. 7.

Enter an Employee Code. Enter the Employee Name. Click the Profile tab. Tick Active if you wish to assign the Employee to Jobs. Enter data in the fields. Make sure you enter an email address if you wish to send email messages to the Employee. Click the Processing tab.


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Processing tab

1. Tick Use Custom Fields. 2. Select a Custom Field Template. 3. Tick the Custom Fields check box and then choose a Custom Field template to use for this Employee. Click the drill-to arrow to display details of the currently selected Custom Field. 4. Leave the Default Labor Service for now and complete when Services have been set up. 5. Enter loadings, e.g., tool loadings, if applicable. Do not use these fields for Leave loadings. 6. Click the Commission tab. Commission tab Note: The Commission tab will only be displayed if Company Options » Processing tab » Commissions section » Calculation Method 752 is set to Always or On Min NPAC%. Refer to the Employee Commissions 254 topic in the Service Manager Guide for additional information about the commission tracking process in Service Manager.


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V/M General

1. Choose the Commission Type

None - Do not track commission for this Employee. Sales - Track commission for this Employee based on Sales. Margins - Track commission for this Employee based on Margins, where Margin = Sales - Costs. 2. Enter the Number of Commission Rate Ranges required. 3. Enter the Commission Rate Ranges: Minimum, Maximum and % Rate that will apply for the range. The Rate Range used to calculate commission at employee level is based on the Sales/Margins Since Cleared value. In the example above, if Sales Since Cleared is in the range of $0 - $10,000, then commission will be calculated at 5%; if Sales Since Cleared is in the range of $10,001 - $100,000, then commission will be calculated at 8%. 4. Sales/Margins are accumulated in the Sales/Margins Since Cleared field. Last Cleared shows the date that the Commission was last cleared for the employee. Commission information is cleared using the Clear History 689 program. Refer to the Clear History topic in the Service Manager Guide.

5. Select the Skills tab.


Setup Programs

Skills tab

1. 2. 3. 4. 5.

Tick the Skill Code of the skill that related to the Employee. An Employee can have unlimited Skills. Skills are set up in Class Types If you do not use Skills, ignore this section. Click [Save] to add the Employee record. Continue to add records until all employees are created.

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G/L Segments tab

Tick the Override G/L Segments check box and then select Division or Region to override these G/L Segments. Note: · G/L Segment Overrides can be set for any of the following: Employee, Phase 805 , Job Type 813 , Service Center 1326 (if the Service Manager Service Center Add-On 1319 is installed). If you are using Specified G/L s in Service Setup 786 , all G/L Segment Overrides will be ignored when Day End 640 is processed. · If you add a Service to a Job using an Employee that has a G/L Segment Override and then turn off G/L Segment tracking for that Employee before running the Day End 640 process, the resultant G/L entries will not have G/L Segment Overrides, as Segment Overrides are processed during the Day End process. · Refer to the Day End Processing of G/L Segment Overrides 650 topic in the Service Manager Guide for information about how Day End processes G/L Segment Overrides and what happens if a G/L segment does not exist. Click the Phases tab.

Key Points Only Active Employees can be assigned to Jobs. The number of Active Employees permitted relates to the Service Manager Employee Packs purchased. Employees can be deactivated at any time and another Employee can be reactivated. A common example might be where one Employee leaves a company and a new one commences. It is not necessary to purchase a new Employee License in this case. We recommend that you create an Employee in Service Manager for each Sage Acac ERP that will Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

Setup Programs

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be using the Service Manager program. s do not have to be Active to simply enter details and/or post documents or to earn Commission as a Sales person. Service Manager Day End process looks three days in advance and will wish a "Happy Birthday" when they log on based on their birth date set in their employee record.

15.3.5 Work Groups

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Overview Work Groups provide a means to group active Employees together into specific Groups so they may be assigned collectively to a Job.

Estimated Time Typically allow a couple of minutes per Work Group assuming all information is available. Import/Export functions available from the File menu can speed up this process dramatically.

Profile tab

1. Enter a Work Group Code. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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2. Press Tab and enter a Description of the Work Group. 3. Click [Insert] to find and insert an Employee into a Work Group. 4. Click [Save]. Key Points For statistical tracking purposes, an Employee can only be associated with one Work Group even though they can be allocated to many. Refer Employee Setup » Processing tab » Statistic Allocation Work Group 781 field.

15.3.6 Services

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Overview There are three specific types of Service: Standard, Labor, and Contractor. Each Service can be tailored in many different ways to suit a company's individual billing requirements. Services include Defaults, Processing Options, General Ledger s and Taxation Overrides. Each Service may have Base Rates, Model Rates and/or Site Rates associated with it. Labor Service types can also have Employee Rates. If you operate a multicurrency company, rates can be specified in each currency that the company s.

Estimated Time This varies enormously depending on the number of Services required, your General Ledger structure and whether you use special rates for Employees, Models or Sites. Typically, allow a couple of minutes per Service assuming all information is available, but if adding Site Rates, for example, this may take longer. Import/Export functions can speed up this process dramatically as can the copy services function (select Tools » Copy). Import/Export functions are available from the File menu.


Setup Programs

Main Form

1. Choose a View Type.

Stay with Base View for this example. 2. Choose a Price List. 3. Choose a Service Type.

4. Click the Insert icon on the toolbar to create a new Service.


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Creating a New Service

Profile tab

1. Enter a Service Code. 2. 3. 4. 5.

Click Go . Click the Profile tab. Tick Active to activate the Service and complete the fields as required. Tick Volume Service to add an additional field to the Price x Quantity relationship when billing. E.g. Days x Quantity x Price. 6. Tick Time Service if time billing. e.g., a 60 minute unit means for every 60 minutes of time, a Quantity of one (1) will calculate. If you enter 15 minutes, a quantity of four (4) would calculate, therefore when setting up employee rates make sure the rate equates to the time unit specified. 7. Click the Processing tab.


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Processing tab

Set up default Options as required. Specified Cost allows entry of cost when a Service is added. Do not tick this check box unless you wish s to view costs, e.g., labor costs may be sensitive. Allow Negative Entry allows you to set up a Service as a Trade In, Rebate, Refund or Discount type Service. You will then be able to enter negative values on an Invoice. Refer to the Entering Negative Service Values 221 topic in the Service Manager Guide for additional information. Tick Allow Commission if the Service is commissionable. This will allow you to specify a Commission Rate. Service Manager always uses the lower of the Employee and Service Commission rate. To default to the Employee Commission Rate, tick Allow Commission and set the Commission Rate to zero (0). Refer to the Employee Commissions 254 topic in the Service Manager Guide for additional information about the commission tracking process in Service Manager. There are three Agreement Tracking options; None, Sale of Agreement and Allow Agreement Cover.

None - If the Service is added to a Job that is covered by an Agreement, no cover will be deducted


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and the Service will be billed as normal. Sale of Agreement - This type of Service is intended for Agreement billing only and would normally only be used on the Agreement document. For a Usage based Agreement, enter the Usage sold in the Increase Agreement Usage by field. e.g., sell cover for 20 hours.

Allow Agreement Cover - If the Service is added to a Job that is covered by an Agreement, cover will be deducted. For a Usage based Agreement, when the Service is sold, the Agreement Usage balance will decrease by the amount entered in the Decrease Agreement Usage by field. For example, if you set your Labor Service to deduct one hour from the Usage balance every time a Labor hour is sold, one unit will be deducted from the 20 originally sold in the example above. Service Manager will track the Usage balance for the Agreement.

The Fixed Warranty Claim Amount field allows you to specify a claim value when this Service is used for claiming Labor for work performed under warranty where you act as a warranty agent for a manufacturer and are entitled to raise a claim on the manufacturer for the work performed.


Setup Programs

791

G/L Distribution tab

Enter Revenue and Cost s as applicable. You must enter a Revenue , but it is not compulsory to enter Cost s. Tick the relevant Specified check box to change G/L codes from within a Document after adding the Service Code to a Job or Sale Document. If the Service Discount is left blank, the Company Options Discount will be used when discount is applied. Refer Company Options » G/L General tab 765 . Note: · G/L defaults are set similarly in Inventory Control in Categories and in Sets. · It is important that if using Segment Overrides at any level in Service Manager, the default s specified must include at least one code from G/L that includes the segment that will be overridden. If a default is set that does not include a Segment Override (e.g., base ), no Segment Override will occur. i.e., Segment Overrides are ignored and the base is used only. This applies to Service setup in Service Manager and Category and Set code setup in Inventory Control. · Refer to the Day End Processing of G/L Segment Overrides 650 topic in the Service Manager Guide for information about how Day End processes G/L Segment Overrides and what happens if a G/L segment does not exist. · G/L Segment Overrides can be set for any of the following: Employee 784 , Phase 805 , Job Type 813 , Service Center 1326 (if the Service Manager Service Center Add-On 1319 is installed). If you are using Specified G/L s in Service Setup, all G/L Segment Overrides will be ignored when Day End 640 is processed. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Select a Default Price List code. This can be left blank if required. Click [Add] to add the Service. The Default Authority Taxation Classes section will be displayed.

Click [Add] to insert a Tax Override if applicable. General Ledger Fallback Defaults are set in Company Options

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G/L codes can be set in a Service. Overrides can be set in Phases. Overrides can be set in Job Types. When adding a Service to a Job or Sale Document, Service Manager reads the Company Options table, then it reads the Service table. If codes exist in the Service that are different to those in the Options table, it will use these instead. If the Service Cost (G/L) s are left blank, Service Manager will use the Options G/L codes. If these are blank, no codes will be used and no journal entries will be generated or posted to the General Ledger for cost entries. Costs will still be reflected in the Document that the service was added to in Service Manager so that profitability can be calculated. If you use Phase Overrides then when you add a Service to a Phase it will inherit the Phase G/L s. If Job Type Overrides are set then they will override at all levels. That is they will override Options, Service, and Phase defaults or Overrides. The G/L Override codes have been enhanced to allow the provision of single codes (instead of requiring all three). This allows you to set, for example, a revenue override, but still use the cost and cost clearing s from the service. Similar functionality has been added to G/L Phase overrides as well. Refer Phase Setup 802 . Price List Fall Back If a Customer Price List is set in s Receivable, that Price List will load into the Header of a Document in Service Manager by default. Any Items or Services added to the Document will inherit the Customer Price List. If a Site Override Price List is set in Service Manager - refer Site Setup 848 - the Customer Price List will be overridden by the Site Price List and load into the Document Header. Any Items or Services added to the Document will inherit the Site Price List. If Customer and Site Price Lists are set blank, Service Manager checks the Item and Service Price list defaults and will load the Service or Item Price List to the Detail line when added to a Document. Tax Fall Back Service Manager checks the Customer Tax Group, Authorities and Classes first, it then checks if a Site Override has been specified. If a Site override has been set then when a Service or Item is added to a Document in Service Manager, it will inherit the Site Tax Group, Authorities and Classes instead of the Customers. If you specify Tax Authorities and Classes at Service or Item detail level, and those Authorities exist in the Customer or Site Tax Group, the Service or Item Tax Classes are used and override that in the Customer or Site profile as applicable.


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793

Service Rates Profile tab Note: to create Service Rates for each Price List.

1. Click on Base to add Base Rates for a particular Service. 2. If you are using a single currency system, click the Profile tab on the right to enter a Base Cost and Base Price. 3. Enter a Sale Price if applicable which will apply from Sale Starts to Sale Ends. 4. Enter a Markup Cost if you are setting up the price list to calculate selling prices by marking up your cost. 5. Markup Factor is a documentary field and is not used in any calculation. 6. Click the Discounts tab to apply Discounts or Markups if applicable.


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Service Rates Discounts tab

1. Selling Price can be based on:

Discount is applied to the Base Price. Markup on Markup Cost calculates Selling Price based on Markup Cost entered in the Service Rates Profile tab. Markup on Standard Cost calculates Selling Price based on Base Cost entered in the Service Rates Profile tab. Markup on Cost calculates Selling Price based on the Cost entered in the Costs tab of the Service billing line. ( Specified Cost must be enabled for the Service.)


Setup Programs

Example: Service Setup


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Cost on the Job line

Price on the Job line (Customer is Customer Type "A")

Discount or Markup can either be a Percentage or an Amount.

Pricing can be determined by Customer Type or Volume.

If pricing is determined by Customer Type, enter the Discount/Markup Percentage/Amount for Customer Types A, B, C, D and E, as applicable. If pricing is determined by Volume, enter the Discount/Markup Percentages/Amounts in the first column and the Quantity at which they apply, in the second column. In the following example, if the customer buys 5, then 20% markup applies; 10 and 22% applies, etc.


Setup Programs

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2. Click [Add] when creating a new rate or if editing an existing rate, click [Save]. 3. If you are using a multicurrency system, click the Currency icon on the toolbar to add rates for the various currencies used. Labor Service Rates

If creating a Labor Service, click the Employee node and then click the Employee icon on the toolbar to add Employee specific rates.


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The process is the same as that described above including adding rates for multiple currencies if using a multicurrency system. When adding this Service to a Job or other Document in Service Manager, the Employee's rate is inserted into the Service automatically. That includes unit sell price and unit cost.

Model Service Rates

Click the Model node and then click the Model icon on the toolbar to add Model specific rates.

The process is the same as that described above including adding rates for multiple currencies if using a multicurrency system. If Equipment is added to a Job and a Service that uses Model rates is inserted under that Equipment, the special Model rate created here for that Model will be used.


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Site Service Rates

Click the Site node and then click the Site icon on the toolbar to add Site specific rates.

The process is the same as that described above including adding rates for multiple currencies if using a multicurrency system. If special Site rates are used, when adding a service to a Job or other Document in Service Manager for a particular Site, the special Site rate created here for that Site will be used.

Additional Information 1. Service Manager first checks if special rates/pricing exists for the Service Code for a Site. If special pricing/rates exist for that Site, when the Service is added to a Document the special Site Unit price and/or Unit cost will be used and automatically loaded to the detail line. If the Unit Price or Unit Cost is left blank, the next option or fall back that is checked is Model Pricing. 2. If the Service is inserted below an Equipment record, then Service Manager checks for special Model rates. If special pricing or rates exist for that Model, when the Service is added to a Document the special Model unit price and/or unit cost will be used and automatically loaded to the detail line. If the unit price or unit cost is left blank, the next option or fall back that is checked is Employee rates. So, for example, if there is no Site pricing, but there is a Model unit price set, but no Model unit cost, then when loading the Service underneath an Equipment record, the Model unit price will be used, but the Employee unit cost will be inherited if one exists for the Employee selected. 3. If a Service is inserted and no Site or Model rates exist, Service Manager next checks for Employee rates. If Employee rates exist then when the Service is added to a Document, the special Employee unit price and/or unit cost will be used and automatically loaded to the detail line. If the unit price or unit


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cost is left blank, the next option or fall back to check for is the Base Service rate. 4. If the Base unit price is non-zero for the Currency and Price List then the Base unit price and or unit cost is used. 5. for steps 1. to 4. you can have different Price Lists and different Currency settings as required. Copying Service Rates

To copy rates between currencies, price lists, or services, select Tools » Copy.


Setup Programs

801

Price and/or Cost Adjustments

To adjust pricing or costs for a Service or range of Service Types, Rates, Currencies, or Price lists, select Tools » Adjust Costs/Pricing. You can use the Rounding options to round adjustments. Prices/Costs can be Increased, Decreased or set To a percentage or an amount. Use this program to quickly adjust pricing or costs across the board if, for example, there is company-wide price increase on all Services.

Key Points You must create Home currency rates for a Service to exist. You can view Services in Base, Employee, Model or Site mode by selecting a View Type. If you select Base, Services will be listed in Service Order. If you select Employee they will be listed by Employee. If you select Model they will be listed by Service then Model order, and if you select Site they will be listed by Service then Site order.


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In Summary · · · ·

· · · ·

Select a View. Select a Price List. Select a Service Type. Click Insert to create a new Service or click on a Service and select Properties to edit an existing Service. If a Time Service, tick the Time Service check box. Click the Processing tab and choose defaults as required, paying attention to Agreement Tracking if applicable. Select Base to create Base Rates for the Service. Select Employee if a Labor Service to create Employee Rates. Select Model to create Model Rates. Select Site to create Site Rates.

15.3.7 Job Phases

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Overview Note: Every document entered in Service Manager must have at least one Phase. Phases allow you to group Employees, Equipment, and Service and Item information within a document. Employees are assigned to Phases. Each Phase can have default Response details specified. This information can be used to set the normal starting period and duration of the Phase. Work Groups may be allocated to Phases. When a Phase is added to a Job that includes a Work Group, Employees assigned in that Work Group are automatically assigned to that Phase in the Job. Phases also include Commission and Budget information if selected as a Billing Option.

Estimated Time Typically allow a couple of minutes per Phase assuming all information is available. Import/Export functions available from the File menu can speed up this process dramatically.


Setup Programs

803

Profile tab

Enter a Phase Code. Press Tab and enter a Description for the Phase. In the Response section, insert the default Start time and Duration. The default Start time will be set automatically according to the Enter by date and time when the Phase is added to a Document. Click [Insert] if you wish to load Employees from a Work Group into the Phase so that those Employees are automatically assigned to the Phase when it is added to a Document. Only do this if you have a specific requirement for this feature.


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G/L Services tab

Tick the Override s check boxes to set General Ledger Overrides for Services when this Phase is added to a Job. Enter the Override s. When a Service is added to a Job it will inherit these codes instead of the codes set in the Service.


Setup Programs

805

G/L Segments tab

Tick the Override G/L Segments check box and then select Division or Region to override these G/L Segments. Note: · G/L Segment Overrides can be set for any of the following: Employee 784 , Phase, Job Type 813 , Service Center 1326 (if the Service Manager Service Center Add-On 1319 is installed). If you are using Specified G/L s in Service Setup 786 , all G/L Segment Overrides will be ignored when Day End 640 is processed. · If you are using G/L "" Overrides for a Phase, G/L "Segment" Overrides for that Phase will be ignored. · If you add a Service to a Job using a Phase that has a G/L Segment Override and then turn off G/L Segment tracking for that Phase before running the Day End 640 process, the resultant G/L entries will not have G/L Segment Overrides, as Segment Overrides are processed during the Day End process. · Refer to the Day End Processing of G/L Segment Overrides 650 topic in the Service Manager Guide for information about how Day End processes G/L Segment Overrides and what happens if a G/L segment does not exist.


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Check List tab

You can add Check Lists to a Phase. Check Lists are set up in V/M Setup » V/M General » Class Types


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Setup Programs

807

Customize the Check List as required. Tick each item on the Check List as each task is completed. Note: This is currently only a documentary feature.

Key Points At least one Phase must exist on a Job, Sales Order, Quotation, Template, or Agreement. It is not possible to create billing if at least one Phase does not exist.

15.3.8 Job Types

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Overview Job Types can be used to categorize an entire Document in Document Entry. Document defaults can be specified in a Job Type, so that when a Document is created using a particular Job Type, it inherits defaults from that Job Type. Defaults include: Status, Priority, Budgeting and Commission flags, Inventory defaults, Custom Fields, In-house Warranty, Agreement defaults, Comments, Override General Ledger s, and default Phases. If default Phases are specified when setting up a Job Type, they will be added automatically when that Job Type is used to create a Document in Document Entry. You also have the ability to override the Phase Response settings for each Phase specified in a Job Type. A graphical tool is available to assist in setting up Phase Response Tracking in the Job Type setup program. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Estimated Time Typically allow a couple of minutes per Job Type depending on whether Phases are used. Import/Export functions available from the File menu can speed up this process dramatically.

Profile tab

Enter a Job Type Code. Press Tab and then enter a Description of the Job Type. Click the Profile tab. When you add this Job Type to a Document, the defaults set in the Document Defaults section will be loaded, but can be changed in the Job if necessary. Tick the Track Response check box if you wish to assign Employees to Jobs and view them in Job Manager. If you tick Disallow Cover, Services or Items added to a Job covered by an Agreement will not be covered, regardless of whether they are set to allow cover or not. Tick the Use Billing Protection check box to enable Billing Protection for this Job Type. Refer to the Billing Protection 246 topic in the Service Manager Guide for additional information about setting


Setup Programs

809

up Billing Protection in Service Manager. Tick Document Custom Fields and specify a Custom Field Template if you wish to use Document Custom Fields for a Job of this type. Tick Apply In-house Warranty to use the In-house Warranty functions. Specify the period of cover. When a Job is added to Service Manager, at its completion it will automatically be covered for the period set here. Refer to the Job Header 154 topic in the Service Manager Guide for additional information. In-house Warranty can be preset in Job Types or set up when creating a new Job as part of the Document setup 141 . In-house Warranty is in addition to Manufacturer Warranty and allows you to specify a period in which you will cover or guarantee work performed by your company. For example, all work is guaranteed for a period of 3 Months. After completing a Job covered by In-house Warranty, if for some reason you are required to start another Job for that Site within the In-house Warranty period of an existing Job, as soon as you enter the Site code and press Tab, the In-house Warranty May Apply window will be displayed (Agreement Details and Site and Job Type Comments may display first). All Jobs that are currently covered by In-house Warranty will be listed.

There are two basic options: Edit Existing Job or Create New Job. Select a Billing Option: · Normal Processing will allow you to enter and bill details as if not covered at all · Zero Sell will zero out all billing and allow you take up costs (this method also allows a Zero Sell invoice to be produced) · Cost Only also zeros selling lines but no invoice is generated Enter Inventory Item Location and Category defaults if you want to override default locations and categories when an item is added to a Job using this Job Type. This can be very useful if you wish to change G/L codes by Job Type for items. Comments – add a comment as required. If you tick Display on Entry, the comment will be displayed whenever this Job Type is added to a Document. Default Cost Only Billing

– if you tick this check box, all Services and Items will be set to Cost Only. This Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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will override any Service settings in Service Setup internal jobs where no billing will take place.

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This is particularly useful if you are just costing

Commission Tracking Default commission tracking settings for a Job/Document are set for the Job Type. All Service and Item detail lines will inherit that setting by default.

· Non Commissionable - disable commission tracking · At Phase Level - calculate commission based on the Commission Split and Employee Commission Rates for the Phase · At Line Level - calculate commission based on the Commission Rates set in the Employee record for the Employee entered on the Service or Item detail line Note: These settings can be overridden at line level in Document Entry. Refer to the Employee Commissions 254 topic in the Service Manager Guide for additional information about the commission tracking process in Service Manager.


Setup Programs

811

G/L Services tab

Tick the Override s check boxes to set General Ledger Overrides for Services when this Job Type is added to a Job. Enter the Override s. When a Service is added to a Job, it will inherit these codes instead of the codes set in the Service or Phase. Click the G/L WIP tab.


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G/L WIP tab

Tick the Track WIP check box to track Work in Progress Jobs. This will automatically set the Job to track WIP when this Job Type is used. WIP s, Overhead and Burden details are inherited from Company Options 748 . When a Job is created of this Job Type, the WIP s will be overridden in the Job Header. To override WIP s, tick the Override WIP s check box and change the s as required. To override Overhead details, tick the Override Overhead Details check box and select the required Allocation Method and % or $ amount (if applicable), and s. To override Burden details, tick the Override Burden Details check box and select the required Burden Method and % or $ amount (if applicable), and s. Click the G/L Segments tab.


Setup Programs

813

G/L Segments tab

Tick the Override G/L Segments check box and then select Division or Region to override these G/L Segments. Note: · G/L Segment Overrides can be set for any of the following: Employee 784 , Phase 805 , Job Type, Service Center 1326 (if the Service Manager Service Center Add-On 1319 is installed). If you are using Specified G/L s in Service Setup 786 , all G/L Segment Overrides will be ignored when Day End 640 is processed. · If you are using G/L "" Overrides for a Job Type, G/L "Segment" Overrides for that Job Type will be ignored. · If you add a Service to a Job using a Job Type that has a G/L Segment Override and then turn off G/L Segment tracking for that Job Type before running the Day End 640 process, the resultant G/L entries will not have G/L Segment Overrides, as Segment Overrides are processed during the Day End process. · Refer to the Day End Processing of G/L Segment Overrides 650 topic in the Service Manager Guide for information about how Day End processes G/L Segment Overrides and what happens if a G/L segment does not exist.


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Click the Phases tab.

Phases tab

Phases can be preset to auto load when this Job Type is used. Click [Insert] to add a Phase. It can be difficult when there are many Phases to work out the start and end Response times of Phases. Click [Graphic View] to simplify this procedure using drag and drop tools.


Setup Programs

815

Phase Graphical View

Click on a Phase and use your mouse to drag or stretch the phase length accordingly. Duration will be displayed as you implement the drag or stretch. Select the View drop-down to specify a different timeframe in which to view the screen. Double-click a Phase to display its properties, so you can round values if necessary. Close the Phase Planning window when you have finished with Phase planning. Click [Save] to add the Job Type.

Key Points You should add at least one Phase to a Job Type so that when it is used at least one Phase will auto load to a Job. Otherwise, you will need to insert a Phase manually.

15.3.9 Schedules

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Overview The Schedules setup program is where you define default scheduling information that can be used by the Recurring Process facilities in Service Manager. For instance: How often you wish to read a particular Meter; at what frequency you wish to post a Recurring Billing Document.


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Schedules can be defined using Daily, Weekly, Monthly, or Yearly criteria. Note: If you modify a particular Schedule, all Documents using that Schedule will inherit those changes.

Estimated Time Typically allow a couple of minutes per schedule, but you need to pre-plan to understand your schedule requirements.

Profile tab

Insert a Schedule Code, numeric only. Click the Profile tab and insert a Schedule Description. Select a schedule Frequency.

Key Points Schedules are most often used when setting up Recurring Billing 307 such as when creating Rental or Agreement invoices, but can equally be used to specify when a maintenance or meter process falls due.

15.3.10 Subcontractors

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Overview Subcontractors are used to add outsourced or third-party Services to a Document. Subcontractor information includes address and miscellaneous details.


Setup Programs

817

Estimated Time Typically allow a couple of minutes per Subcontractor, but this may vary if Custom Fields are used.

Profile tab

Insert a Subcontractor Code and press Tab twice. Enter a Subcontractor Description. Tick the Active check box if the Subcontractor is current. Clear the Active check box to disallow entry of that Subcontractor globally at any time. Tick the Link to Vendor check box to select a Vendor from Sage Acac ERP s Payable to associate to this Subcontractor. When you move the cursor off the Vendor field, the vendor Address details will load from the Sage Acac ERP Vendor file.

Enter an Email address if you wish to email the Subcontractor using Service Manager tools. Tick the Custom Fields check box and add a Custom Field Template if you wish to set up Custom Fields for the Subcontractor.


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The Service Center field displays the default Service Center this Subcontractor is assigned to. This field will only be displayed if the Service Manager Service Center Add-On 1319 is installed and activated. Click the Information tab.

Information tab

Tab through the fields and enter information as applicable. Click [Save] to add the Subcontractor record.

15.3.11 Agreement Plans

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Overview Agreement Plans are used in conjunction with Agreements 358 . It is possible, for example, for Sites covered by one Agreement to have different Agreement Plans, or at a lower level, for individual items of Equipment to have different Agreement Plans.


Setup Programs

819

An Agreement Plan is used to specify % of cover for Standard Services, Labor Services, Contractor Services and Items, how the Tax calculation is based, an Override G/L if applicable, default Job Type, Billing Service and Price List, and Hours of Cover with an optional warning message if work is performed outside specified periods.

Setting Up Agreement Plans Click the Agreement Plans desktop icon.

The Agreement Plans window will be displayed.

The first record in the Agreement Plan table will be displayed. To select a specific Agreement Plan, type the Plan Number in the Agreement Plan field and then press Tab, or use the record navigation arrows or the Finder

.


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To create a new plan, type the new Plan Number in the Agreement Plan field and then click New

.

Profile tab

Cover level

Tick the check box for each required level of cover. Adjust the percentage of cover for the Agreement. Taxation

Select the appropriate Taxation option from the drop-down list in the Taxation section. Response Period

A Response Period can be specified within the Agreement. In conjunction with Response Tracking, it is possible to specify a lead time to service the Site/Equipment. This can be used to evaluate the performance of Employees, improve efficiency and customer satisfaction. Override G/L

Service Manager provides the ability to override the G/L associated with this Agreement.


Setup Programs

821

Defaults

When a Job is created against an Agreement based on this Agreement Plan, it is possible to specify a default Job Type for the Job. Special Job Types can be predefined and then specified in this field. Similarly, you can specify a Default Billing Service Type and Price List for the Agreement.

Hours/Warnings tab


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Specify the periods that the Agreement covers. Tick the Outside Business Hours Warning check box to display a Warning message if work is performed under the agreement outside the specified Hours of Cover. Click [Save].

15.3.12 Ship Via

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Overview Enter the details of any shipping, courier or carrier transportation methods that may be used in the transportation of goods between locations.

Setting Up Ship Via records Click the Ship Via desktop icon.

The Ship Via window will be displayed.


Setup Programs

Profile tab


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tab


Setup Programs

825

Shipping tab

15.3.13 Tasks

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Overview Tasks are used to define work requirements for particular individuals or subcontractors. Tasks can be applied to Sites, Equipment or general Activities within a Job. Although mainly oriented toward of the Service Manager Advanced Maintenance Add-On Tasks are included as part of the core Service Manager product.

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,

There are two types of Task: Site Related or Model/Equipment Related Site Tasks are related to general site activities, e.g., cleaning of areas, building inspections, management assessment, security or surveillance issues, environmental tests, cabling systems, light globe replacement, rubbish collection, etc. Site Tasks do not relate to specific Equipment. Equipment Tasks relate specifically to Equipment records. Tasks can be set up by Model so that Equipment of a specific Model type will inherit all Tasks for that Model. Additional Tasks can be added to specific Equipment if required. It is not possible to apply a Site Task to an Equipment record and vice versa. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Ad hoc Tasks can also be created directly in the Job system at any time. The Billing attributes are set up in the Task. Billing lines are predefined using a Billing Template and are loaded into the Document tree when the Task is added to the Job. In the Service Manager Advanced Maintenance Add-On 1012 , Tasks are added to Maintenance Entities 1062 and can be applied to general Site and Equipment maintenance or to Model maintenance. A Task Manager is also included to help manage the Tasks allocated to Jobs.

Related Topics For additional information, refer to the following topics in the Service Manager Guide: Document Programs » Document Entry » Jobs » Billing Groups » Task Billing Group 196 Document Programs » Document Entry » Jobs » Billing Groups » Billing Templates 239 Management Programs » Task Manager 607 Setup Programs » V/M General » Class Types 777 Setup Programs » V/M Sites » Site Profile » Assignments tab » Standard Assignments section 855 · Setup Programs » V/M General » Employees 779 · Setup Programs » V/M General » Subcontractors 816 · · · · ·

Setting Up Tasks Click the Tasks desktop icon.



Setup Programs

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Task Types

Select Site Related to maintain Site related Tasks or Model/Equipment Related to maintain Model/ Equipment Related Tasks. Use the Finder to locate an existing Task. The Finder will list Tasks of the selected type only - either Site Related or Model/Equipment Related.


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Creating a new Task

Profile tab

Task Type Select the Task Type - Site Related or Model/Equipment Related. Task Code

Enter a unique code to describe the Task. The code can be alphanumeric and up to 12 characters in length. Click Go

to begin creating the new Task record.

Active

The Active check box is ticked by default. To prevent a Task from being used for future maintenance, clear the Active check box. Existing maintenance will not trigger if a Task has been deactivated.


Setup Programs

829

Description

Enter up to a 60-character Description to describe the Task. Discipline

Select a Discipline to categorize the nature of the Task. This field may be left blank. Tasks can be organized by Discipline so that, for example, all electrical tasks are grouped by department within a building. Loadings for parts and labor requirements can be calculated by Discipline for an entire year to determine resource allocation requirements and to optimize stock management. Estimated Duration

Enter the expected Duration or standard time taken to complete the Task. This can be measured against the actual time taken to complete the Task and aids in planning for the future resource allocation and cost analysis. This field may be left blank. Specify Activities

Tick the Specify Activities for this Task check box to enable the Activities tab. Activities can then be entered against a task. A task may have unlimited activities. There are four activity types: a check procedure; a numeric measurement; text input and a question. Some tasks are self explanatory and do not require activities. Clear the Specify Activities for this Task check box if activities are not required for the task.


830

V/M General

Specify Skills

Tick the Specify Skills required for this Task check box to enable the Skills tab. Skills can then be specified for that Task. Skills are defined in Class Types 777 and then allocated to an Employee. It is then possible to search for an Employee with the appropriate skill set for the Task. Clear the Specify Skills required for this Task check box if skill definition is not required for a Task. Assignment Method A task can be pre-assigned to a particular Employee or Subcontractor. When a maintenance Job is processed into the system, the Employee or Subcontractor specified in the Assignment Method will auto default to the Task assignment in the Job. Assignments can be changed manually in the Job if necessary. No Assignment

Select No Assignment if assignments are not required. Site Assignment

Select Site Assignment 855 to load the Employee who is the Standard Assignment for the Site. If more than one Employee is the Standard Assignment for the Site, the first Employee in the list will be selected.


Setup Programs

831

Specified Employee

Select Specified Employee

779

to assign a specific Employee to the Task.

Specified Subcontractor

Select Specified Subcontractor

816

to assign a specific Subcontractor to the Task.

Shutdown Required

If an Equipment Task will require shutdown of plant and equipment, tick the Shutdown Required check box. When the Task loads to a Job, information relating to the estimated shutdown time, reason for shutdown together with applicable notes and instructions will be available in the Job.


832

V/M General

Reports can obtained in advance highlighting when shutdowns are due so that the appropriate action can be taken to ensure minimal disruption during the shutdown period. Safety Instruction

Enter a safety instruction up to a maximum of 250 characters to highlight any safety instruction information pertinent to the performance of the Task. Additional safety information including file attachments containing safety manuals, bulletins or compliance information can be attached to notations in the task. Activities tab The Activities tab will only be displayed if you tick the Specify Activities for this Task check box on the Profile tab. Unlimited Activities may be attached to Tasks. Task and Activity information is stored in Site and Equipment history. There are four types of Activity: · · · ·

Check Procedure Numeric Measurement Text Input Question.


Setup Programs

833

Click [Insert] to create a new Activity. The Task Activity window will be displayed. Highlight an existing Activity and then click [Remove] to delete an existing Activity. Highlight an existing Activity and then click [Properties] to view the detail of that Activity. The Task Activity window will be displayed. Tick [Copy From] to copy Activities from another Task. When editing a master Task record, inserting a new Activity will insert the Activity across all maintenance setup entities using that Task. Likewise, removing an Activity will remove the Activity from any maintenance using the selected Task. Modifying a master Task will not affect existing Tasks already loaded to Jobs. It is therefore important to plan Task setup to include the most likely to be used Activities. It is easy to include new activities in the future, but deleting existing activities is not recommended as that may impact historical transactions. If Activities exist on a Job that is still in progress, a Warning message will be displayed advising that the Activity may not be deleted until the associated Task has been completed. Deleting Activities will remove associated historic records.


834

V/M General

Creating an Activity

Check Procedure

Select Check Procedure to create an Activity to check a procedure. Enter a Caption for the Check Procedure. When a task is created on a Job, activities associated with that Task can be actioned. Where an activity is a Check Procedure, the caption specified will appear as an Activity. A Complete check box will appear with the Check Procedure caption. When the Activity has been completed, the Complete check box automatically sets the Activity status to Complete.


Setup Programs

835

Numeric Measurement

Click Numeric Measurement to create an Activity for taking measurements. Enter a Caption for the Numeric Measurement. When a task is created on a Job, activities associated with that Task can be actioned. Where an activity is a Numeric Measurement, the caption specified will be displayed and the will be required to enter a value for the measurement. Entering the value completes the Activity automatically by ticking the Activity Complete check box. Enter a Unit of Measure for the measurement being taken. Specify the number of Decimal Places required for measurement accuracy - up to four decimal places. A Warning range can be specified so that if the measurement value entered falls outside the Warning range, the will be prompted with a message. Type a Message (up to 250 characters) to be displayed if the measurement value entered is below the Minimum Value specified and another Message to be displayed if the measurement value entered is above the Maximum Value specified.


836

V/M General

Text Input

Click Text Input to create an Activity for entering plain text. Enter a Caption for the Text Input. When a Task is created on a Job, Activities associated with that Task can be actioned. Where an Activity is a Text Input, the Caption specified will be displayed and the will be required to type in text. Entering the text completes the Activity automatically by ticking the Activity Complete check box.


Setup Programs

837

Question

Click Question to create an Activity for answering a question. Enter a Caption for the Question. When a Task is created on a Job, Activities associated with that Task can be actioned. Where an Activity is a Question, the Activity Caption (question) specified will be displayed. True/False radio buttons will appear and the checks the appropriate response. Entering an answer completes the activity automatically by checking the Activity Complete check box. Notations Notations containing objects such as file attachments can be added to any Activity. Attachments are accessible from within the Activity properties. Notations are either Internal/Private or Public. Internal/Private Notations contain information for the technician/engineer; a Public Notation contains information for the Customer. Skills tab The Skills tab will only be displayed if you tick the Specify Skills required for this Task check box on the Profile tab.


838

V/M General

Tick the check box to the left of each Skill required for the relevant Activity. When a Task is created on a Job, skills associated with that task are visible. Skills are not processed anywhere and are merely used to help determine the appropriate employee/subcontractor to assign to do the work required to complete the Task. If the employee/subcontractor scheduled for the Task does not have the required skills then a Warning message will be displayed.


Setup Programs

839

Notations tab

Notations containing objects such as file attachments can be added to any Task and relate the the Task itself, not the Activities within the Task. Activity Notations are entered separately with the Activity. Notations are either Internal/Private or Public. Internal/Private Notations contain information for the technician/engineer; a Public Notation contains information for the Customer. Billing tab The Billing tab is where you specify billing defaults for the Task created on the Job.


840

V/M General

Clear the Automatically Load Billing when Posted to Job check box to create the Task without Billing lines. Enter or select the required Billing Template and Billing Group within the Template. Templates can bring in notations, parts and labor related to the Task and are used for loading calculations to predict part and labor usage for the period. Select the required Price List to use for billing. To specify a particular Price List, select Specify and then enter or select the Price List to use.

Select the required Supply Option.

Standard Copy - all quantities will be set in the Supply column of a detail line during copy. It is perfectly correct to use this option, but please note that if you run the Multi post program, because they are set in the Supply column, they would appear in the list for Jobs ready to invoice, when in fact they may not yet be ready. We recommend you use one of the other options if this becomes an issue for management. Back Order (Copy Estimate Only) - places all quantities on back order and zeros the supply quantity. Zero all Quantities - is self explanatory. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

Setup Programs

841

Override Quantities - allows you to specify a quantity. This can be useful for builds or where multiple services or items are required. Apply Multiplying Factor to Quantity - allows you to specify a multiplying factor to a quantity. Copy Posted to Supply - is self explanatory. Enter an associated Quantity if applicable. Click [Add] or [Save] as required.

15.3.13.1 Setting up Task Statuses There are two sets of Task Statuses - Task Status and Complete Task Failure Status. Task Status is used to track the status of the Task. Complete Task Failure Status is used to track the status of failed Tasks. Task Status setup is available from the Sage Acac ERP desktop as follows:

»

»

Related Topics For additional information, refer to the following topic in the Service Manager Guide: · Setup Programs » V/M General » Company Options » Descriptions tab


760

842

V/M General

Editing Task Statuses

To edit a Task Status description, double-click the description to change or highlight the description to change and then press Space (the keyboard spacebar). Click [Save] to save the changes.

15.3.13.2 Completing Tasks Once all the Activities in a Task have been completed, the Task should be completed. Tasks can be completed in a number of ways.

Completing Tasks from the Task Billing Group Open the Task Billing Group.


Setup Programs

843

Change the Status to Complete. If any of the Task Activities are not ticked, a Warning message will be displayed. Click [Yes] to complete the Task.


844

V/M General

All the Task Activities will be ticked; the % Complete will be set to 100%; the Completion State will be set to ed and will display the Date and Time that the Task was completed and the ID of the Employee who completed the Task. All of these fields can be changed, however, if you change the % Complete, the Status will revert back to In Progress even though the Task Activities will remain ticked.


Setup Programs

845

Completing Tasks from the Document Entry right-click menu A Complete All Tasks option is provided in the Document Entry document tree right-click menu. Selecting this option will complete all Tasks and tick all Activities for the Task as done. This option is available at the Document, Phase and Task levels therefore giving you the ability to quickly complete single Tasks, all Tasks for a Phase or all Tasks for the entire Document.


846

V/M General

A Warning message will be displayed.

Click [Yes] to complete the Task(s).

15.3.14 Category s

»

»

Overview Use this option to set up I/C Category s for Service Manager.

Editing I/C Category s Click the Category s desktop icon.


Setup Programs

847

The I/C Category s window will be displayed.

Profile tab

Select the I/C Category to edit. Change any of the Service Manager s. Click [Save] or [Add].

15.3.15 Service Centers

»

»

Refer to the Service Manager Service Center Add-On Guide

1319

.

Note: This option will only be displayed if the Service Manager Service Center Add-On


1319

is installed.

848

V/M Sites

15.4 V/M Sites

»

The Site setup programs allow you to set up customer site records and site s.

15.4.1 Site Profile

»

»

Overview The Site Profile setup is where Customer Sites are created or modified. Site data is geographical in nature, whereas Customer data relates to billing information. Often a one to one relationship exists between a Customer and a Site record, but it is possible to create many Sites with the same Customer or Bill To, e.g., where a Head Office to many Site relationship exists. Service Manager is Site driven as opposed to Customer driven. Documents are maintained by Site. The Site Setup program allows you to specify default settings to be used when entering Documents for a Site.

Estimated Time Typically allow about five minutes setup per Site. Import/Export functions can speed up this process dramatically as can the Auto Create Sites (from s Receivable) program. Refer to the Auto Create Sites 973 topic in the Service Manager Guide for additional information. Import/Export functions are available from the File menu.


Setup Programs

849

Profile tab

Enter a Site Number or click New to set the Site Number to the next available number. The Active check box is ticked by default. You can clear this at any time to deactivate the Site and prevent Documents being created for this site. Click the Profile tab. In Company Options » Description tab 760 , Descriptions were set up for Site Types. There are two fixed Site Types - Customer Site and Vendor Site - and there are nine definable types. Site Types can be used to segment and report on Sites by the different types selected. For example if you set up a loyalty tree to define Site Types you may create, Suspect, Prospect, Good Customer, etc. Setting the Type to "Prospect" can be handy when creating Quotations, for example, where the customer has not dealt with you before and details are not on record. If the customer accepts the Quote, it is merely a matter of changing the Site Type to Customer Site to re classify the customer. Details do not have to be re-entered again saving a great deal of time. Use the Vendor Site Type for billing Manufacturers for work performed under a Warranty Agreement

417 .

Next, associate the Site with a Bill To in s Receivable for Billing purposes. There can be many Sites with the same Bill To in s Receivable. For example, if work is performed for a bank which may have many branches located at different geographic locations, it is possible to send all the s to the same Bill To customer, typically, a head office. Click [Set to A/R Ship To] to load the address details from the A/R Ship To Location records for the Bill To Customer or enter the address information. This option is also available in the Quick Create, Site Profile tab. Refer to the Job Header » Profile tab 142 topic in the Service Manager Guide for additional information. Click [Agreements] to view Agreements for the Site.


850

V/M Sites

Click [Equipment] to view all Equipment associated with the Site. The View Equipment window will be displayed.

Click the Overrides tab.


Setup Programs

851

Overrides tab

Tick Tax Override to override the Customer Tax Authority and or Class Types as specified in s Receivable. When a Job is started and Services or Items are added, the Site Tax Overrides will be set in the absence of individual Service or Item Tax settings. Enter a Tax Group Code, and the press Tab. Click [Properties] to edit the Tax Class for that Tax Authority. Tick the Price List Override check box to enable a Price List Code for that Customer. When a Job is created for that Customer, the Price List specified will default when Items or Services are added. Click the Processing tab.


852

V/M Sites

Processing tab

Enter a Default Job Type if you need to specify a particular Job Type whenever this Site is used, otherwise leave this blank (recommended). Tick the Custom Fields check box and then choose a Custom Field template to use for this Site. Click the drill-to arrow to display details of the currently selected Custom Field. Enter a Site comment in the Comments area. Tick the Warn on Entry check box to have this comment pop up automatically whenever and wherever the Site code is entered in Service Manager. This can be useful for advising s of special information when dealing with a Site. The Comments will be displayed in Document Entry 70 on the Details tab when the Document Header node is selected. If the Warn on Entry check box is ticked, the Comments will be displayed in red, otherwise they will be displayed in black.


Setup Programs

Click the Callout tab.


853

854

V/M Sites

Callout tab

Enter a description for a reference Document used to identify a map reference. Enter Map Reference details and a Callout Sequence. The Callout Sequence can be used to order Jobs to increase efficiency of scheduling by optimizing routes. Enter or select a Zone. Enter or select the Primary for the Site. Click the drill-to arrow currently selected Site .

to display details of the

Enter or select Ship Via and Preferred Carrier information if known. Enter Site Location Areas if required. This will allow Locations 867 and Equipment Locations 716 to be specified to four levels. e.g., Block A, Emergency, Level 2, Room 3. Refer Setting up Site Locations 861 . Click the Assignments tab.


Setup Programs

855

Assignments tab

Commission Splits Click [Insert] to add an Employee for Commission purposes. The Commission Splits must total 100%. The maximum number of commissionable employees is five. The Commission Splits are defaulted into the Phase in the Document. Refer to the Employee Commissions 254 topic in the Service Manager Guide for additional information about the commission tracking process in Service Manager. Standard Assignments Click [Insert] to add a Standard Assignment. Note: A Standard Assignment should be an Employee who normally works at that Site. If Employee Assignment Method: Site Assignments is selected in the Company Options » Processing tab 748 , the Employees listed here will be added as Phase Assignments when a Job is added for this site.


856

V/M Sites

Click the Marketing tab.

Marketing tab

Market Classes are setup in Class Types 777 . These will be used for reporting and financial distribution statistics. It is highly recommended that these Class Types be setup immediately as financial distribution statistics will only calculate from the time these are set. Slide the Reference Rating bar to the right to indicate what type of reference site the Site is. The Site Listing can be used to identify all sorts of Market Class that have a reference rating of 10, for example. Refer to the Site Listing 955 topic in the Service Manager Guide for additional information. Enter Miscellaneous Information as applicable. Additional marketing information could be stored in Site Custom Fields if required. If the Retain Credit Card Details check box is ticked in Company Options » Defaults tab


750 ,

the Last

Setup Programs

857

Remittance Details section will be displayed.

Click the Business Hours tab.

Business Hours tab

Set the Site's operational hours. Once you enter Monday's times you can click [Sync] to set all the other days to Monday's times. Tick the Operate Weekends check box to enable weekend trading hours and complete these as applicable as well. Right-clicking in any pane in Job Manager

507

allows you view Site Business Hours.

Click the Equipment tab.


858

V/M Sites

Equipment tab

All Equipment at a Site is listed in this area once site Equipment has been created. Click on an Equipment record and then click [Properties] to drill into the Equipment record. Site Component Equipment will list here as well. Click the Notations tab.


Setup Programs

Notations tab

Click [Insert] to enter a Site Notation.


859

860

V/M Sites

Click [Accept] to save the Notation. Click [Close] to return to the Sites window. Click [Add] to add the Site or [Save] to update an existing Site record. When adding a Site, a Warning message will be displayed.

Click [Yes] to set the default Site (normally SITE) to the A/R Customer .


Setup Programs

861

Related Topics Notations 279 (Refer to the Service Manager Guide: Document Programs » Document Entry » Jobs » Notations topic.)

Key Points The Auto Create Sites 973 program allows you to quickly initialize a new Service Manager database by copying s Receivable Customer information to Site and records in Service Manager. This is an automated process and is on a one to one basis record for record. There are several default settings and filters that can be specified when creating new Sites. This function cannot be used to create a multi Site to one Bill To relationship.

15.4.1.1 Setting up Site Locations Site Locations are used to pinpoint the location of Site s and Equipment at a Site. Locations are then used when scheduling preventative maintenance. Locations can also be printed on Work Order - Job Cards 925 to help a technician/engineer find the relevant Equipment at the Site. Site Location setup is available from the Sage Acac ERP desktop as follows:

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»

Site Locations are set up in the Callout tab.

Example With the setup below, a Site or piece of Equipment could be located, for example, in the Radiology Department in Room # 55 on Floor Level 3 of Block B.


862

V/M Sites

Primary Area 1

Enter a description for Primary Location 1. Primary Location 1 is usually the highest level that can be used to describe a location at the site. Next enter as many Primary Location 1 records as required. Click in the list box area and press Insert to add a new entry. Type in a description as applicable. In the example above, the Primary Area 1 is called "Building". The building has many Blocks. Equally, instead of using Blocks, the primary area could have been described by using building numbers. e.g., Building 1, Building 2.


Setup Programs

863

Primary Area 2

Enter a description for Primary Location 2. Primary Location 2 is a secondary area within Primary Location 1. Next enter as many areas within Primary Location 2 as required. Click in the list box area and press Insert to add a new entry. Type in a description as applicable. In the example above, the Primary Area 2 is called "Department". The building may have many departments located within a building. Secondary Area 1

Secondary Area 1 is used to further categorize areas with Primary Location 1. Type in a description (only) to describe another level within Primary Location 1. When locating Equipment records at a Site, the Secondary Area 1 description will default and the operator will be required to put a value against this description, or leave it blank. Secondary Area 2

Secondary Area 1 is used to further categorize areas with Primary Location 2. Type in a description (only) to describe another level within Primary Location 2. When locating Equipment records at a Site, the Secondary Area 2 description will default and the operator will be required to put a value against this description, or leave it blank.

15.4.2 Site s

»

»

Overview s are Site related. Each Site can have unlimited s associated with it. Each record contains information about the including: name and position, telephone and fax numbers, email address, a photo ID, and up to five events that you would like the to be associated with. An example of an event might be a Newsletter, Upgrade Notice, or Birthday greeting. This program also allows you to add Notations to the and email the directly using your default email program.


864

V/M Sites

We recommend that the Primary Site Code be set to the same value for each Site. This code can be set to default from Company Options 752 . Use the code SITE as this is easily identifiable.

Estimated Time Typically allow about two minutes setup per . Import/Export functions can speed up this process dramatically as can the Auto Create Sites (from s Receivable) program. Refer to the Auto Create Sites 973 topic in the Service Manager Guide for additional information. Import/Export functions are available from the File menu.

Main Form

Enter a Site Code and then press Tab. All s set up for the Site will be listed. Click the Print icon on the toolbar to print the details. Click the New icon on the toolbar to create a new . Click the Notation icon on the toolbar to add Notations to the record. Notations can be unlimited. Notations added can be read by others at any time by selecting the Notation icon. Click the Email icon on the toolbar to email a at any time. Click the View icon on the toolbar to display a picture of the . Double-click a to display the details for that . The Site s window will be displayed.


Setup Programs

865

Profile tab

Enter all details and then click [Accept]. We recommend that you enter telephone and email information. Without a valid email address it will not be possible to use the email functions in Service Manager, including the Event Manager 653 program. Enter the specific location of the in the Site Locations section. The Site Locations section will only be displayed if locations have been set up for the Site. Refer Site Setup » Callout tab 861 and Asg s to Locations 867 . Tick the Use Picture check box and then click [View] to add a graphic to help identify the . The graphic can be viewed at any time.


866

V/M Sites

Click the Events tab.


Setup Programs

867

Events tab

Event descriptions are set up in V/M Setup » V/M General » Options » Desc. tab 762 . If you change an Event description, the new description will be inherited across all s in the system immediately. Events can be used in Event Manager

653

to email s based on the Events that are ticked.

Click [Accept] to add or save changes to the Site .

15.4.2.1 Asg s to Locations Once you have set up Site Locations, you can then assign Site s to a specific Location at the Site. Asg a to a Location is not mandatory and the Location fields may be left blank. Site Location setup for Site s is available from the Sage Acac ERP desktop as follows:


868

V/M Sites

»

»

Site Locations are set up in the Profile tab.

Related Topics For additional information, refer to the following topics in the Service Manager Guide: · Setup Programs » V/M Sites » Site s 848 · Setup Programs » V/M Sites » Site Profile » Setting up Site Locations

861

Example In the example below, Rosie Mason is located in the Emergency Department in Room # 2B on Floor Level 1 of Block A. Note that the Site Location field labels - Building, Department, Floor Level, Room # and their values - are Site specific, having been defined in Site Profile 848 .


Setup Programs

869

Building

Selecting the Building drop-down list reveals the Primary Location 1 Areas previously created when setting up Site Locations. Select a Building Location to describe where the is located.


870

V/M Sites

Department

Selecting the Department drop-down list reveals the Primary Location 2 Areas previously created when setting up Site Locations. Select a Department Location to describe where the is located. Floor Level / Room #

Type the Floor Level number where the is located at Primary Location 1. Type the Room # where the is located at Primary Location 2.


Reports

871

Chapter 16: Reports

This section provides the following for each Service Manager report: · Overview · Criteria screen shot and field list

16.1 Document Reports

»

Document Reports relate to the Documents you have entered and posted and the various information generated through daily use of the Service Manager System. Reports include: Documents, Postings, Aged Documents, Outstanding Entries, Item Reconciliation, Work in Progress, Posting Schedules, Agreement Listing, Agreement Summary, Notations, Overhead and Burden, Projects, Payment Summary, Job Summary, Job Analysis and Job Listing.

16.1.1 Document Listing

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»

Overview The Document Listing displays financial detail contained in a document. It also includes limited employee and equipment detail where specified. Use the filtering options explained below to include or exclude detail as required. If a simple (one line style) report with minimal detail is required, we recommend that additional options on the right of the "Include" section of the form below be cleared to save space.


872

Document Reports

Criteria

Optional Details Document Type – Use the drop-down menu to select a document type. Available options are: Job, Sale, Quotation, Template, Meter Agreement, Site Agreement, Warranty Agreement, Historic Job or Recurring Job. From Document – Specify a document range to be printed or use the default zzzzzz to specify all. From Site – Select a Site range to be printed or use the default zzzzzz to specify all. Entered By – Tick this option to show Documents for an individual Employee. Select the required Employee. This will match against the Entered By Employee in the Document Header 146 . Show Only Jobs With Outstanding Billing – Tick this option to print only documents where outstanding billing exists. That is to print documents where Items and/or Services have not yet been invoiced. Show Jobs with Job Type Override GL s Only – Tick this option to print documents where GL s have been overridden as specified in Job Type setup. Show Rotation Items Only (Select Billing -> Item) – Tick this option to print documents that have items on Rotation status. Refer to the Item Status 226 topic in the Service Manager Guide. Be sure to select the Include options and specify Phase, Billing, Items or this option will not function as intended. Service Center – Tick this option to limit documents printed to the Service Center specified or leave blank to include all Service Centers.


Reports

873

Include Options Tick options in the Include section to display information relating to the selected tree nodes. · Phase – Tick Phase to include Phase code and description, phase status, commission employees and totals for the accumulated Billing Groups which themselves contain Services and Items on the report. · Equipment – Tick Equipment to include additional equipment details such as Model, Manufacturer, Serial Number, Warranty, Faults, Install Date, Last Service Date, Logged Date and more, on the report. · Billing – Tick Billing to include Billing Group information on the report such as Standard Lines/Group Totals, and Totals for the accumulated Services and Items in that Billing Group. · Service – Tick Service to include Standard, Labor or Contractor Services on the report. Sell and Cost values are displayed, as well as supply quantity, posted quantity and accumulated totals. · Item – Tick Item to include Items on the report. Sell and cost values are displayed, as well as supply quantity, posted quantity, and accumulated totals.

· Additional Doc Details – Tick this check box to include additional document details such as Price List, Entered By Employee, Site and details, , Posting Method, and Outstanding Billing flag. · Addresses – Tick this check box to include Site and Customer Address detail. · Detail Line Tax – Tick this check box to include default tax authority and class detail from the master item or service record. · Document Notations – Tick this check box to print any notations included on the document. · Custom Fields – Tick this option to print any Custom Field information linked to the Header of the document. · New Page Per Document – Tick this check box to start a new page for each new document being processed. Status Tick available Status options to limit printing of documents to the selected statuses only.


874

Document Reports

Priority Tick available Priority options to limit printing of documents to the selected priorities only.

Printing of large reports can take time in large databases. A warning message like the one below may appear from time to time when printing a report. This does not mean a report that has been filtered will take long to report, but cautions the operator to expect delays if printing all records in the database, for example.


Reports

875

16.1.2 Posting List

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»

Overview The Posting List prints details of specific Invoices, Credit Notes or Cost Only entries that have been processed in Service Manager. This report is not designed as a form and cannot be used to reprint invoices. It is designed to list the Invoice, Credit Note or Cost Only detail.

Related Topics Reprinting an Invoice

940

Criteria

Posting Header Posting Type – Use the drop-down menu to select the document type to list. Available options are Invoices, Credit Notes or Cost Only entries.


876

Document Reports

From Posting – Specify a Document range to be printed or use the default zzzzzz to specify all. From Site – Specify a Site range to be printed or use the default zzzzzz to specify all. Include

In the Include section, tick the check box of each tree node to display information relating to that tree node. · Phase – Tick this check box to include Phase code and description, phase status, commission employees and totals for the accumulated Billing Groups which themselves contain services and items on the report. · Equipment – Tick this check box to include additional equipment details such as Model, Manufacturer, Serial Number, Warranty, Faults, Install Date, Last Service Date, Logged Date and more, on the report. · Billing – Tick this check box to include Billing Group information on the report such as Standard Lines/Group Totals, and Totals for the accumulated services and items in that Billing Group. · Service - Tick this check box to include standard, labor or contractor services on the report. Sell and cost values are displayed, as well as supply quantity, posted quantity, and accumulated totals. · Item - Tick this check box to include items on the report Sell and cost values are displayed, as well as supply quantity, posted quantity, and accumulated totals. · Additional Doc Details - Tick this check box to include additional document details such as Price List, Entered By Employee, Site and details, , Posting Method, and Outstanding Billing flag. · Addresses – Tick this check box to include Site and Customer Address detail. · Detail Line Tax – Tick this check box to include default tax authority and class detail from the master item or service record. · Include Notations – Tick this check box to print any notations included on the document. · New Page Per Document – Tick this check box to have start a new page for each new document being processed.

16.1.3 Aged Documents Report

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Overview The purpose of the Aged Documents Report is to provide an Aged listing by period of all outstanding revenue and costs on Jobs or Sales Orders. This can be a useful report to determine the value of outstanding billings, or costs applied to Jobs, or simply to identify if open items exist that may have been overlooked or that require follow-up.


Reports

877

Criteria

Document Type - Use the drop-down menu to select either Job or Sale. From Document – Specify a Document range to be printed or use the default zzzzzz to specify all. From Site – Specify a Site range to be printed or use the default zzzzzz to specify all. Service Center – Tick this check box to limit documents printed to the Service Center specified or leave blank to include all Service Centers. Include

Method – Select a Method to filter results. Available options are listed below.

To Supply - Lists only those items or services left to supply, i.e., the difference between the posted and the estimate quantities. On Supply – Lists only those items or services actually on supply, i.e., ready for posting. Both To Supply and On Supply – Lists all items or services on the document. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

878

Document Reports

Age As/Periods – Specify a date to age from, and aging periods required. Data will be sorted according to the age periods specified. Data falling out of range will be displayed in the last age period specified together with data for that period. Defaults are set in Company Options » Defaults tab 750 , but can be changed manually to suit. Print in Information – Tick this check box to print additional information on the report. Print Costs and G.P. – Tick this check box to also print cost and gross profit detail in addition to revenue values. This option has the propensity to increase the size of the report by adding additional rows of detail for cost and gross profit respectively.

16.1.4 Outstanding Entries Report

»

»

Overview The Outstanding Entries Report is designed to print Services or Items that are outstanding or on backorder, respectively.

Criteria Report On - Options include Services or Items Select Services to print a report indicating documents with services outstanding.

Select Items to print a report indicating documents with items on back order.


Reports

879

Document Type - Use the drop-down menu to select a document type. Available options are: Job, Sale, Quote, Template, Meter Agreement, Site Agreement, Warranty Agreement, Historic Job or Recurring Job.

From Document - Specify a Document range to be printed or use the default zzzzzz to specify all. From Date - Specify a Date Range to limit documents printed to the specific date range specified. Service Center - Tick this check box to limit documents printed to the Service Center specified or leave blank to include all Service Centers. Show Outstanding Entries Only - This check box is ticked by default, and reports will display outstanding or back order entries only. If this check box is cleared, reports will display a list of all items and services regardless of their back order status. Quantities displayed include Supplied, Estimated, Posted and Backorder quantities. Note: This report can take some time to produce if the database is large as all services and items on all documents are scanned.


880

Document Reports

16.1.5 Item Reconciliation Report

»

»

Overview The Item Reconciliation Report is used to reconcile I/C location totals and Service Manager location totals. Items that are committed, available, on hand, on purchase order and outstanding can be compared to the Service Manager totals of committed, supplied, estimated, posted and on back order. Items that have been sold through Order Entry for instance, can be reconciled. The main feature is the ability to set the criteria. The Item Reconciliation Report is useful for identifying what items have been committed to jobs. That can be a valuable function when reconciling inventory stocktakes. It is also useful for checking item requirements for Recurring Jobs to identify future demand for an item. Other possible uses:· Compare committed I/C items to committed Service Manager items to check if they are in balance. · Check the quantity of items on Back Order in Service Manager against available or on hand items in I/C. · Fast or slow moving items can be identified through the Selection Options section as described on the next few pages. Fast moving items could be identified by checking the Supplied option and setting the field to >= nn (a number), e.g., = 100). Likewise, slow moving items can be found by selecting =

Reports

881

Criteria

Document Criteria Document Type - Use the drop-down menu to select a document type. · · · · · · · · ·

Job - Reconcile items used on a Job Sale - Reconcile items that have been sold without a job being created Quotation - Reconcile items estimated in quotations Template – Reconcile quantities and or determine usage of items on templates Meter Agreement – Reconcile or predetermine future quantities to be ordered or review items on previous agreements Site Agreement – Reconcile items used on Site Agreements only Warranty Agreement – Reconcile items used on Warranty Agreements only Historic Job – View quantities and items used on historic Jobs Recurring Job – Reconcile or predetermine future quantities to be ordered.


882

Document Reports

From/To Document - Specify a document range to be printed or use the default zzzzzz to specify all. Item Criteria

From Location – Select a single location or range of locations to filter the report output or select zzzzzz for all locations. From Item – Select a single item or range of items to filter the report output by item or select zzzzzz for all items. Miscellaneous Criteria

From Date - Specify a Date Range to limit documents printed to the specific date range specified. Include Details – Tick this check box to display transaction details from the documents in Service Manager for each item listed in the report. Service Center - Tick this check box to limit the report printed to the Service Center specified or leave blank to include all Service Centers. Selection Options


Reports

883

Select one or more quantities to report on. Filters include equal to, less than, less than or equal to, greater than or equal to, greater than, or not equal to. Tick the required check box(es) to activate the filter. A numerical value can be specified as an additional filtering function.

Any combination of the options can be selected to refine the search. Note: The search criteria must be matched exactly for a result to be displayed. The Item Reconciliation report will use the "AND" operator if more than one criteria has been ticked. i.e., all filters selected must be fulfilled for a result to be displayed.

16.1.6 Work in Progress Report

»

»

Overview The Work in Progress Report prints details of costs and revenues processed to the WIP and Billings Balance Sheet s in the General Ledger from jobs in Service Manager. It provides data for reconciliation of posted WIP against recognized WIP and displays the Profit/Loss status for a particular Job at the time of printing the report. WIP is taken up or recognized as part of the Day End process

640 .

Criteria


884

Document Reports

WIP Header From Job – Specify a single job or range of jobs to filter the report output or select zzzzzz for all jobs. Service Center - Tick this check box to limit the report printed to the Service Center specified or leave blank to include all Service Centers. Optional Details

Include Billings – The Include Billings options if ticked, will include totals for Invoices (Billings) as well as Jobs. Include Budget and G/L s – Includes % Complete to Budget information as well as the WIP and Billings G/L Code information where values will be posted. Include G/L Summary - Includes a summary of the WIP and Billings G/L totals in at the end of the report. Include Only Jobs Flagged for Recognition Job Completion Status

Job Completion Status filters are used to display jobs that are Incomplete only, Complete only, or both Incomplete and Complete. Incomplete jobs are those jobs where the job status in the job is set to any status other than complete.

16.1.7 Posting Schedule List

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»

Overview The Posting Schedule List can be used to print a list of schedules associated with Jobs, Agreements or Recurring Jobs. The report is very useful for checking dates and details of scheduled postings due up until a specified process date. The process date can be set in advance to show everything that will process up to the process date.


Reports

885

Criteria

Document Type - Use the drop-down menu to select a document type. Available options include: Job, Sale, Site Agreement, Warranty Agreement, Recurring Job.

Site – Tick this check box and enter a site code or use the Finder to locate a site code to filter the report by site. Clearing the Site check box reports on all Sites. Job – Display schedules for a specific Job only, or range of Jobs. Clear this check box to print schedule details for all Jobs. Service Center - Tick this check box to limit the report printed to the Service Center specified or clear it to include all Service Centers. Include Schedule Details

Include Schedule Details – Tick this check box to print individual schedule details for each document. This check box is ticked by default and we recommend that it be left ticked, otherwise only the Job detail is displayed and it is not possible to identify a specific schedule that may be due or about to become due. Show Due Only – Tick this check box to filter the report to display DUE postings only. Process Date – Schedules will print up to and including the Process Date specified. For example, if the Process Date is set two weeks in advance, postings schedules due in the next two weeks will list on the report.


886

Document Reports

16.1.8 Agreement Listing

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»

Overview The Agreement Listing lists details of Site, Meter or Warranty Agreements for a range of Sites and Agreements. It is especially useful for determining agreements that are due to be reviewed or that will expire between a given date range and are due for renewal. Covered equipment can be displayed with detail and agreement profitability can be monitored throughout the life cycle of the agreement. If you are using the Service Manager Service Center Add-On Service Center.

1319

, you can print the report for a specific

Criteria


Reports

887

Criteria section

Agreement Type – Select the type of agreement (Site, Meter or Warranty), to report on. From Site - Select a Site range to be printed or use the default zzzzzz to specify all. From Agreement - Select a specific agreement or range of agreements to be printed or use the default zzzzzz to specify all. Due to expire between - Tick this check box and specify a date range to check for Agreements due to expire within that period. Due for review between – Tick this check box and specify a date range to check for Agreements due to be reviewed within that period. Service Center - Tick this check box to limit the report printed to include agreements for the Service Center specified or leave blank to include all Service Centers. Include section

Agreement Equipment – Tick this check box to display all equipment covered by the agreement. Additional Details – Tick this check box to display additional details about the agreement such as what is covered by the agreement, tax status, business hours, response time and warning limits. Usage Details – If an agreement has been setup to track usage (e.g., 24 hours, or 10 Incidents), ticking this check box will display the usage sold to date, the usage used to date, the current balance outstanding, the minimum usage at which to warn if it drops below that point, the Last Posted Invoice and amount, and details about the last job covered. Agreement Totals – Tick this check box to show the Agreement profitability to date. The Billed to Date, Covered to Date, and Costed to Date values are displayed. Subtracting the Costed to Date from the Covered to Date indicated the agreement profitability. New Page Per Agreement – Tick this check box to print each agreement on a separate page.


888

Document Reports

16.1.9 Agreement Summary Report

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»

Overview The Agreement Summary Report shows agreement profitability by Customer. All invoices related to each agreement will be shown with Revenue, Cover and Cost shown for each invoice. All or only non-profitable agreements can be shown on the report. Agreements will only be shown that have been billed or have items/services covered by the agreement that have been posted.

Criteria

Criteria section Customer – Select a Customer range to be printed or use the default zzzzzz to specify all. Agreement Type – Select the type of agreement (Site, Meter or Warranty), to report on. If you clear the Agreement Type check box then all types of agreement will be listed. Billing Date Range - Select a range of billing dates to report on. If you clear the Billing Date Range check box then all billing dates will be included. Include section Show Only Non Profitable Agreements – Tick this check box to show non-profitable agreements only.


Reports

889

16.1.10 Notation Listing

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»

Overview The Notation Listing displays information about notations added to particular entities within Service Manager. Information about objects attached and follow-ups can also be included on the report.

Criteria

Criteria section

Select the type of entity to report on. Notations associated with that entity will be printed on the report. Available entities to select from are Project, Document, Site, Equipment, Time Entry, Employee, , Model, Return Authorization and Service Centers.


890

Document Reports

Once an entity has been selected, a field corresponding to that entity type will appear to allow the to select a particular code for that entity.

Optional Details section

Notation – Tick this check box to include the actual text contents of the notation on the report. This box is ticked by default. Objects – Tick this check box to Include a list of all objects associated with the notation. Documents, Files, Mail to's, URLs, etc. Include Follow-Up Information –Tick this check box to display follow-up information associated with the notation on the report. E.g. Follow-up person, date, time and the follow-up status (actioned or not yet actioned). Include Custom Fields – Tick this check box to include notation Custom Fields on the report. Source Type ONLY – Tick this check box to print notations for the type selected only. For example an equipment notation can be entered under an equipment record in a job, or it can be entered in Notation Manager or in the Equipment Master table. Selecting this option will only print entries for those notations entered directly through Notation Manager or via the Equipment master file.

16.1.11 Overhead / Burden Listing

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»

Overview The Overhead/Burden Listing is used to display the actual calculated overhead/burden values generated by Service Manager on WIP jobs. Overhead and Burden are calculated at job level and apportioned according to calculation methods specified in Company Options » G/L WIP tab 766 or as overridden in Job Type Setup (also on the G/L WIP tab).


Reports

891

Criteria

Include Current Jobs – This option is ticked by default. Enter a range of jobs to print detail for overhead and burden on WIP jobs. Include Historic Jobs – Tick this check box and enter a range of jobs to print detail for overhead and burden on WIP jobs that have been moved to history. Service Center - Tick this check box to limit the report printed to include overhead and burden for the Service Center specified or leave blank to include all Service Centers.

16.1.12 Project Listing

»

»

Overview The Project Listing prints a list of projects and limited detail relating to those projects. Project totals are printed on a sub report following the printing of the main report.


892

Document Reports

Criteria

From Project – Select a Project range to be printed or use the default zzzzzz to specify all. Service Center - Tick this check box to limit the report printed to include projects for the Service Center specified or leave blank to include all Service Centers. Include section

Include Project Details – Tick this check box to include additional project information in the header of the project. Print Project Totals – If this option is ticked, after a sub report will print with each projects totals after the main project report has been printed. Note: If there are many projects in the range specified, the Totals sub report will cycle for printing separately for each project. Project Totals include project profitability. Include Documents – Tick this check box to Include a list of documents associated with the project on the report. Include Custom Fields – Tick this check box to Include a list of Custom Fields associated with the header of the Project on the report. Print using report form – Custom reports can be written using Crystal Report Writer. If a customized report has been written by selecting it using the Browse function, or by typing it in this report interface can be used to print the custom report.


Reports

893

Project Listing (VM5070) The first report to print is the Project Listing report (VM5070.RPT). It includes the project details and associated documents linked to that project. Project Summary (VM5090) The second report to print (if Print Project Totals has been ticked), is the Project Summary report (VM5090.RPT). This displays project totals accumulated from all documents within the project, as well as budget, percent complete and profit details.

16.1.13 Payment Summary Report

»

»

Overview The Payment Summary Report prints a summary of all invoices and applied payments for a particular document. Applied payments includes standard receipts as well as pre payments.

Criteria

Document Type - Use the drop-down menu to check payment status for that document type. Available options include: Job, Sale, Meter Agreement, Site Agreement, Warranty Agreement or Historic Job.

Site - Select a site range to be printed or use the default zzzzzz to specify all. Customer - Select a customer range to be printed or use the default zzzzzz to specify all. Service Center - Tick this check box to limit the report printed to include projects for the Service Center Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

894

Document Reports

specified or leave blank to include all Service Centers.

16.1.14 Job Summary Report

»

»

Overview The Job Summary Report provides a Gross Profit analysis including a full summary distribution of all services, labor and contractor services as well as parts used on a job or range of jobs. This report also includes Date Range and Job Type filters which are useful for determining posted or unposted amounts for a given financial period or group of jobs. Using this report it is possible to determine what has been invoiced and what is yet to be invoiced for all current jobs in the system. A filter to include Budget values is also available and enables a comparison between budget and actual values for variance analysis. The Job Summary can be viewed by Service Center/Branch/Department if the Service Manager Service Center Add-On 1319 has been installed.

Criteria

Job Type Range Job Number Range Posted Line Data Range Service Center – Tick this check box to limit the report printed to include jobs for the Service Center


Reports

895

specified or leave blank to include all Service Centers. Include Line Details Include Zero Value Jobs Include Completed Jobs Include Job Budgets Amount Options

16.1.15 Job Analysis Report

»

»

Overview The Job Analysis Report provides counts and totals with percentage of Documents by Job Type, Status, Priority, Service Center and Job Type Hours.

Criteria


896

Document Reports

Report Sample

16.1.16 Job Listing

»

»

Overview The Job Listing shows a list of Jobs by Site with Equipment (optional) with counts of Jobs per Site and Equipment per Job. Various filters can be applied - Site, Document Date ranges and Equipment Model or Model Group.


Reports

Criteria


897

898

Document Reports

Report Sample


Reports

899

16.2 Employee Reports

»

Employee Reports include: Time Entry Summary, Time Entry Totals, Employee Commission, Employee Activity, Employee Summary, Billing Variance and Response Tracking Variance.

16.2.1 Time Entry Summary Report

»

»

Overview The Time Entry Summary Report is useful for reconciling whether time entries for employees have been retrieved to jobs. The value of revenue and cost for a time entry is displayed together with a break down of hours performed per labor service.

Criteria

Period – Tick this check box to filter entries by date range specified. This can be useful for aligning the report to particular pay periods. Job – Tick this check box to display time entries for a specific job only, or leave blank to print time entry details for all jobs. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

900

Employee Reports

Employee – Tick this check box to display time entries for a specific employee or leave blank to print time entry details for all employees. Entry – When a time entry is created it is given a unique code in Service Manager. Tick this check box and enter a Time Entry code (unique) to display details of that time entry. Unretrieved Only – Tick this check box to filter the Time Entry Summary report so that it only prints Time Entry details that have not yet been retrieved to jobs. This can be a useful setting for checking the value of unretrieved time across jobs in Service Manager. Include

Job Details – Ticking this option includes additional job detail such as Entered by Date/Time, Estimated Start and Stop Date/Time, Required Complete Date/Time, Site information, Job Type, Job Status and Job Priority. Phase Details – If this option is ticked, information re Estimated Start and Stop Date/Time for the phase is displayed on the report. Notations – Time Entries can include unlimited notations. If this option is selected notations associated with a time entry will print on the report. Print using report form – Custom reports can be written using Crystal Report Writer. If a customized report has been written by selecting it using the Browse function, or by typing it in this report interface can be used to print the custom report.

16.2.2 Time Entry Totals Report

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»

Overview The Time Entry Totals Report totals time entry Actuals for the selected employee or all employees. You can filter time entries by date, Document and Site.


Reports

901

Criteria

Employee – Select Single Employee and then select the required employee or select All Employees. Date Range – Select the required Date Range. All time entry Actuals within the date range will be totaled for the selected or all employees, as appropriate. Criteria – Filter the time entries included by Document and /or Site.

16.2.3 Employee Commission Report

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»

Overview The Employee Commission Report is used to determine outstanding commissions for an employee or range of employees for a given period. Document types (Invoice, Credit Notes, Cost Only) can be specified, however we recommend that you include all these to correctly identify deductions as applicable. If the On Min NPAC% Commission Calculation Method is selected in Company Options 755 , it is possible to display commission for Net Profit After Commission (NPAC) Jobs to a specified percentage. Service Center filters are available if the Service Manager Service Center Add-On 1319 is installed. The report includes revenue, cost and gross profit calculations and displays the employee rate, commission earned, current s Receivable amount paid in full or amount outstanding. This enables management to reconcile commission due based on s actually paid.


902

Employee Reports

Criteria

16.2.4 Employee Activity Report

»

»

Overview The Employee Activity Report is the same as the Sales Activity Report set to Employee.

967 ,


with the default sort order

Reports

903

Criteria

Note: The Include options are retained.

16.2.5 Employee Summary Report

»

»

Overview The Employee Summary Report provides an analysis of employee activity for a specified period. The report can be summarized by Job Type and includes the number of jobs performed in the period, all revenue and costs applied to an employee, the percentage of jobs performed in the period by job type, and statistics for the average jobs per day, hours per day, labor charges per day and estimated earnings variance for a specified period. A time Entry summary is also included. Estimated sales can be compared to actual sales and costs.


904

Employee Reports

Criteria

16.2.6 Billing Variance Report

»

»

Overview The Billing Variance Report is used to reconcile time entry postings for a given employee. The report displays duration for a particular entry on a job and also shows the billed and costed amounts. Often the cost duration may be different to the billed duration and this report will highlight both the duration and value variance. In addition to these figures, the report also displays Non Billable Time. Non Billable Time is that time where a labor or other service has been added and the billing quantity is different to the cost quantity. Most often this occurs on warranty jobs where the billing is zero but the labor is costed. e.g., Billed 2.5 hours, costed 3 hours, non billable 0.5 of an hour; Billed 0 and costed 2 hours, non billable 2 hours. This report can be filtered by job or project if there are many jobs in a project.


Reports

905

Criteria

16.2.7 Response Tracking Variance Report

»

»

Overview The Response Tracking Variance Report is primarily a time entry summary report. It is used to compare estimated time entries with actual time entries and compare variances. It is useful to establish time remaining on Jobs and to see total time actually performed on jobs to date. This report can also be printed by Service Center if the Service Manager Service Center Add-On 1319 is installed.


906

Employee Reports

Criteria


Reports

907

16.3 Equipment Reports

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Equipment Reports relate to Model, Equipment, Meter and Maintenance information. Reports include: Model Listing, Equipment Listing, Equipment Summary, Equipment Billings, Meter Types, Meter Worksheets, Basic Maintenance Results and Item/Model Relationships. These reports include comprehensive filtering tools to help sort information available in the database.

16.3.1 Model Listing

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»

Overview Report on Models, generally defined in V/M Setup » V/M Equipment » Models

691 .

Criteria

Sort By – Specify the order in which the report is to display the details. Options in the drop-down menu are by Model, Manufacturer and Model Group.


908

Equipment Reports

Model Code - Enter a Model code or use the Finder to specify a range of model codes to report on. Model Group - Enter a Model Group code use the Finder to specify a range of Model Group codes to report on. Manufacturer - Filter provided on text field entered as Manufacturer in the model record. Specify the lower and upper value to filter. Model - Filter provided on text field entered as Model in the model record. Specify the lower and upper value to filter. Optional Details

Include Profile - Include the profile details and descriptions as stored in the model record Include Meter Details - If a model is associated with a meter, then ticking this check box will include details of the meter settings on the report. Include Fault Associations - Service Manager stores associations between model records and faults. Faults can be inserted on a model record in the Model Setup » Faults tab 691 . These associations will be included on the report if you tick this check box. Include Accessories - Accessories can be ancillary items such as power cords, manuals, covers, stands, cases, boxes, consumable items like paper etc. These are added to a model and are stored to keep track of extra items that are not entered into the system as equipment or models. Tick this check box to include any Accessories on the report. Include Component Details - A model can be made up from a number of items. A mobile phone can have an exchange battery or different screen. Extra options to a computer like an extra hard drive – or an extra DVD burner. A vehicle can have a radio communication system installed that can be classed as a component of that vehicle. Tick this check box to include any Components that are associated with the Model record on the report. Include Rates - A Model can be assigned to a Service rate. Service rates can be accessed through V/M General » V/M Setup » Services 786 . If ticked, and if a Model is associated with a Service rate, then the details will be included on the report. Include Associated Items (UPC Codes) - If a Model has been assigned a UPC (bar code), ticking this check box will include this information on the report. New Page for each Model - Ticking this check box will display one model per page on the report.

16.3.2 Equipment Listing

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»

Overview Use this report to print an Equipment list. Reports can be sorted by Equipment, Site, Model, Status and Installation date. Include optional details such as the Equipment Profile, Meter Detail, Custom Fields and Component Details. Using the Warranty Criteria, it is possible to determine the warranty cycles on equipment. Check for


Reports

909

Equipment coming out of warranty (e.g., to be actioned or put on maintenance) by specifying the expiry date.

Criteria

Equipment - Enter an equipment number or a range of equipment numbers, or use the Finder to select from the list of available equipment records to be reported on. Site - Enter a site code or a range of site codes, or use the Finder to select from the list of available sites to be reported on. Model - Enter a model code / range of model codes, or use the Finder to select from the list of available models to be reported on. Status - Select a Status to search on. Installation Date - Enter an installation date range to search. Warranty Criteria section


910

Equipment Reports

To specify Warranty Criteria, this check box must be ticked to activate the date range fields in this section. Enter a Warranty Start date range and a Warranty Expiry range. The system will only report on equipment matching the criteria exactly. Optional Details section

Include Profile - Tick this check box to include the equipment Profile details on the report. Include Meter Details - Tick this check box to include Meter Details on the report. Include Custom Fields - Tick this check box to include any Custom Fields associated with the equipment records. Include Component Details - Tick this check box to include any components associated with an equipment record. The component details will be included in the report. New Page before each Equipment - Tick this check box to print each equipment record on a separate page.

16.3.3 Equipment Summary Report

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»

Overview The Equipment Summary Report provides a comprehensive summary of all Equipment in the system in Site or Model order. Information such as serial number, warranty and warranty expiry, Job history, invoicing history, agreement details and agreement cover, Custom Fields, maintenance summary, meter details, installation date, last serviced date, next service date, etc., are displayed on this report. It is a summary report only of this information and does not include Job or Invoice detail.


Reports

911

Criteria

Order By - Select the order in which the report results will be displayed. The drop-down menu choices are: Site and Model. Criteria section Criteria operates on an AND basis. If two criteria are specified, to return a result, the details must meet both criteria. Care should be taken refining the report criteria Bill To Customer - When ticked, the report will print an Equipment Summary for the selected Bill To Customer only. Site - When ticked, the report will return the equipment summary matching the Site criteria. Equipment Model Group Manufacturer/Model Warranty Due To Expire Last Serviced Show Reworks Only


912

Equipment Reports

Include section Additional Details - When ticked, the report will include any Additional equipment details on the report. Custom Fields - When ticked, the report will include any Custom Field details associated with the equipment on the report. Meter Details - When ticked, the report will display any Meter details that are associated with the equipment record. Agreement Details - When ticked, the report will display any Agreement details associated with the equipment record. Maintenance Details - When ticked, the report will display any Maintenance Details associated with the equipment record. Job History - When ticked, the report will display any previous jobs associated with the equipment record. This includes Jobs that have been completed and moved to history. Posting History - By default, Posting History is not active. When Job History is ticked then Posting History will become visible. Details - When ticked, the report will display details associated with the equipment record/site.

16.3.4 Equipment Billing Report

»

»

Overview This report will print Equipment Billings based on the criteria selection.


Reports

913

Criteria

Document Type

Detail Line Type

Criteria section Site - Tick this check box to return results matching the site code selected. Bill To Customer - Tick this check box to return results matching the Bill To Customer code selected. Model - Tick this check box to return results matching the model code selected. Equipment Range - Tick this check box to return results based on the equipment record as selected, or the equipment records in the range selected. Meter - By default this item is not active. In order for the Finder to locate a meter to report on, tick the Equipment Range check box. Meter will become visible and active. Tick the Meter check box to


Equipment Reports

914

return results for the meter specified. Use the Finder to locate the meter. Note: Report requirements to display a Meter – Equipment Range selecting a single piece of equipment, tick the Meter check box, Meter selected. Employee - Tick this check box to return results matching the Employee code selected. Date Range - Only Equipment billing that falls within the specified date range will be displayed. Item Range - Specify an Item code or Item code range by entering the Item code or use the Finder to select an Item code range. Service Range - Specify a Service code or Service code range by entering the Service code or use the Finder to select a Service code range. Include Equipment Purchase Details - If the equipment was purchased through the company, ticking this check box will return any Purchase Details associated with the equipment billing.

16.3.5 Meter Type Listing

»

»

Overview This report will print Meter Types based on the criteria selection.

Criteria

From/To Meter Type - Meter Type range to show on the report. Include Profile Include Models using Meter Type


Reports

915

16.3.6 Meter Worksheet

»

»

Overview This report is used to display Meter details for associated Equipment records.

Criteria

Order By - The report can be ordered by: Employee; Site; Equipment; Zone. Schedule Filter - Select All Meters, Meters with a Reading Schedule or Meters without a Reading Schedule. Enter a Reading Due Date range to filter Meter readings due in a specific period. Zone - Enter a Zone code or range of Zone codes for the report to be based on. Use the Finder to select from the available list of Zone codes.


916

Equipment Reports

Callout - Enter a Callout Sequence range. Site - Enter a Site code or range of Site codes for the report to be based. Use the Finder to select from the available list of Site codes. Equipment - Tick this check box to enable entry of an Equipment code to base the report on. Use the Finder to select from the available list of Equipment codes. Employee - Tick this check box to enable entry of an Employee code to base the report on. Use the Finder to select from the available list of Employee codes. Equipment with Maintenance Enabled – Tick this check box to limit the search to include only Equipment with Maintenance Enabled. Only Meters with Maintenance Conditions – Tick this check box to limit the search to include only Equipment with Maintenance Conditions. Include Additional Information - Include any Additional information associated with the Meter on the report. Include s - Tick this check box to include details on the report. Include Reading History - Tick this check box to include historical Meter readings on the report. New Page Per Meter - Tick this check box if a separate page per Meter is required.

16.3.7 Basic Maintenance Results Report

»

»

Overview This report will print the results of Basic Maintenance

180

for specific Equipment.

Criteria

Date Range Specific Equipment - Tick this check box to include a specific piece of Equipment. Select the Equipment to include. Include Items - Tick this check box to include Items on the report.


Reports

16.3.8 Item/Model Relationship Report

»

»

Overview This report will print a list of Model / Item / UPC (bar code) relationships.

Criteria

Order By - Display the results on the report ordered by: Item; Model; UPC. Item Range - Enter an Item Code or use the Finder to select a range of item codes to search.


917

918

Fault Reports

16.4 Fault Reports

»

Fault Reports display basic Fault, Symptom, and Solution setup information.

16.4.1 Fault Listing

»

»

Overview This report is used to display the list of fault codes. In its standard form the report will print the Fault Code and its Description. Optional details will provide more information on the report, such as the Fault Details, Symptoms, Solutions and Models related to the Fault Code.

Criteria

From Fault – enter a Fault code or range of codes to report on, or use the Finder to select the Fault code/s. Optional Details Include Details –When ticked, the report will display Fault setup details. Include Symptoms – When ticked, the report will display any Symptoms associated with the Fault Code. Include Solutions - When ticked, the report will display any Solutions associated with the Fault Code. Include Models - When ticked, the report will display any Models associated with the Fault Code.


Reports

919

16.4.2 Symptom Listing

»

»

Overview This report is used to display the list of Symptom codes. In its standard form the report will print the Symptom Code and its Description. Optional details will provide more information on the report, such as the Symptom Details and related Faults.

Criteria

Symptom Range – Enter a Symptom code or range of codes to report on, or use the Finder to select the Symptom code/s. Optional Details Include Details – When ticked, the report will display any Symptom details associated with the Symptom Code. Include Faults – When ticked, the report will display any Faults associated with the Symptom Code.

16.4.3 Solution Listing

»

»

Overview This report is used to display the list of Solution codes. In its standard form the report will print the Solution Code and its Description. Optional details will provide more information on the report, such as the Solution Details and related Faults.


920

Fault Reports

Criteria

Solution Range – Enter a Solution code or range of codes to report on, or use the Finder to select the Symptom code/s. Optional Details Include Details – When ticked, the report will display any Solution details associated with the Symptom Code. Include Faults – When ticked, the report will display any Faults associated with the Solution Code.

16.4.4 Fault Registration Report

»

»

Overview This report is used to display Faults / Symptom / Solution combinations that have been ed against a piece of Equipment within Document Entry.


Reports

921

Criteria

Criteria section Model Range – Enter a Model Code or a range of Model codes to report on, or use the Finder to locate the Model code. Site Range – Enter a Site Code or a range of Site codes to report on, or use the Finder to locate the Site code. Equipment Range – Enter an Equipment Code or a range of Equipment codes to report on, or use the Finder to locate the Equipment code. Document Range – Enter a Document Code or a range of Document codes to report on, or use the Finder to locate the Document code. Employee Range – Enter an Employee Code or a range of Employee codes to report on, or use the Finder to locate the Employee code. Symptom Range – Enter a Symptom Code or a range of Symptom codes to report on, or use the Finder to locate the Symptom code. Fault Range – Enter a Fault Code or a range of Fault codes to report on, or use the Finder to locate the Fault code. Solution Range – Enter a Solution Code or a range of Solution codes to report on, or use the Finder to locate the Solution code. Date Range – Enter a date range to report on.


922

Fault Reports

Include section Order By – From the drop-down menu, choose the report sequence.

Model Totals – Tick this check box to display any additional Model totals that are associated with the Fault Registration. Model, Fault Totals - Tick this check box to display any additional Model/Fault Totals that are associated with the Fault Registration.


Reports

923

16.5 Forms

»

Forms are Reports that are distributed either internally to Executive staff and Employees, or externally to Customers, Vendors, Manufacturers or other third-party entities. These reports are normally tailored or customized to suit a particular businesses operation. There is a provision within each form that ships standard with Service Manager to specify the report file to use during printing. Different forms can be selected depending on the nature of the Document or Posting. Forms include: Customer Confirmation, Employee Work Order/Job Card, Equipment Labels, Return Authorizations, Invoices, Credit Notes, Quotations, Shipping Labels, Picking Slips, and Agreement Contracts.

16.5.1 Customer Confirmation

»

»

Overview The Customer Confirmation form is used to provide a printout to the customer of all job and equipment details relating to a specific job. It is intended to be provided to the customer to recognize receipt of their equipment, the reported problem and intended service to be performed. The report filters allow for quite a bit of detail if required. The standard form is a Crystal Reports specification and can be modified to suit individual requirements.


924

Forms

Criteria

Document Type - Select the type of document to be reported on from the drop-down menu. Options are Job or Sale.

From Site - Enter the Site code or Site code range (or use the Finder to locate and specify the site codes). Customer Confirmations for each Site code will be printed. From Job - Enter a job code Enter the Site code or Site code range (or use the Finder to locate and specify the site codes) From Date - Choose Job/Sale documents entered Select the Date. Service Center - Enter the Site code or Site code range (or use the Finder to locate and specify the site codes) Include section Include Site Comments - Tick this check box to print any Site comments associated with the Job. Include Phase Details - Tick this check box to print all phase details associated with the Job. Include Custom Fields - Tick this check box to print any Custom Fields that are associated with the Job. Include Printed - Tick this check box to print any previously printed. Include Services / Items - Tick this check box to display a breakdown of Services and Items on the report. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

Reports

925

Include Billing - Tick this check box to include any billing details associated with the Job. Include Confirmation - Tick this check box to include a Customer and Technician signatory section at the bottom of the report. Print using report form - Choose the form used to print the report. Customized reports may be selected through this field. Delivery Method - Select the method of output to be used. Use the drop-down menu to select the required option.

16.5.2 Work Order - Job Card

»

»

Overview The Work Order - Job Card form is intended to be provided to individuals assigned to complete a job. The Work Order - Job Card can be printed for specific individuals or equipment and all combinations thereof including printing Work Orders - Job Cards for everyone assigned to a job. It is possible to print a Work Order - Job Card without an assignment on the job as well. The Work Order - Job Card contains all information about the job and associated equipment specified including: customer details, callout information, job details including status and priority, relevant site or equipment agreement information, reported problem, services and parts that are likely to be used, notes and instructions, meter details if applicable, tasks and activities to be performed, warranty details, Custom Fields, and an area for customer signature and various ing formalities. This report has many options and can contain minimal or comprehensive detail about a job. A Single Work Order-Job Card can be printed or a range of Work Orders - Job Cards can be printed. It is also possible to print Work Orders - Job Cards for Worksheets created as a result of Advanced Maintenance processes. (This feature is only available if the Service Manager Advanced Maintenance Add-On 1012 is installed.) Work Order - Job Cards can also be printed by Service Center if the Service Manager Service Center Add-On 1319 is installed.

Criteria

Single Document Select Single Document from the drop-down menu. This will provide the operator with two distinctive forms to work with. The screenshot below displays the form used with Single Document once a job has been selected. Notice the tree view being displayed visually in the right-hand pane of the report interface.


926

Forms

Site Range - Select a site or range of sites to print work orders. Use the Finder to search through the list of available sites. Date Range - Specify the date range the report should match criteria for. Employee Range - Enter an employee code, or a range of employees to report on. Use the Finder to search through the list of available employees. Equipment Range - Enter an equipment code, or a range of equipment codes to be printed on the report. Use the Finder to search through the list of available equipment records. Include section Include Customer Details - Tick this check box to include customer details on the report as associated with the job. Include Site Comments - Tick this check box to include site comments. Include Job Details -Tick this check box to include Job Details on the report. Include Phase Details - Tick this check box to include all Phases on the report. Include Confirmation - Tick this check box to include a confirmation section on the second page of the form. This enables the customer to sign and confirm job details. Include Billing - Tick this check box to include and display billing information associated with the job. Include Callout - Tick this check box to include Callout details on the report - these being Call Sequence, Map Source, Map Number, Map Reference, Zone, Primary , Preferred Carried and the business hours of operation. Include Equipment Details - Tick this check box to include any details associated with the Equipment records. Also, the following Include options will become visible and selectable. Include Custom Fields - Tick this check box to include any Custom Fields associated with the equipment record. Include Agreement Details - Tick this check box to include any agreement details associated with the Equipment record. Include Meter Details - Tick this check box to include any meter details associated with the


Reports

927

Equipment record. Include Repair Details - Tick this check box to include any repair details associated with the Equipment record. Also, the following Include option will become visible and selectable. Include Services / Items - Tick this check box to include Services and Items associated with the Document. Show Task Activities Consolidated - Tick this check box to the consolidate Task Activities at the bottom of the report. This can be used when the same Task is on the Job multiple times with many Activities. The consolidated view will only print the distinct Activities once per Job. Print using report form - Choose the form used to print the report. Customized reports may be selected through this field. Delivery Method - Select the method of output to be used. Use the drop-down menu to select the required option.

Document Range Selecting Document Range from the drop-down menu will display a similar report interface to the first one, but does not display any job selected in the graphical tree view. Enter the Job range to be reported on. The screenshot below displays the form used with Document Range as the Work order type selected.


928

Forms

Include Printed Records - This Include option is only available when the Document Range method is selected from the drop-down menu. Tick this check box to include work orders that have already been printed. This feature is used for an update for instance, e.g., printing Work Orders since the last time they were printed.


Reports

929

Worksheet

16.5.3 Work Order - Phase Card

»

»

Overview The Work Order - Phase Card is similar to the standard Work Order - Job Card, but can be filtered by Phase. If there are many phases on a job and certain individuals are in particular phases, it is possible using this report to just print a job card for that phase and for specific or all individuals and equipment in that phase.


930

Forms

Criteria

Document Type - Select Job or Sale from the drop-down menu. From Site - Enter a site code or use the Finder to choose from the list of available sites to be included in the report. Use the Finder to specify a range of sites if required. From Job - Enter a job code or use the Finder to choose from the list of available jobs to be included in the report. Use the Finder to specify a range of jobs if required. From Date - Specify a date or date range to report on. Service Center - Enter a Service Center code or use the Finder to choose from the list of available Service Centers to be included in the report. Phases section Note: The Phases section will only be displayed if a single Job / Sale is selected. Select on or more Phases to report on. Tick the Select All check box to select all the Phase entries in the list.


Reports

931

Include section

Include Site Comments - Tick this check box to include site comments. Include Phase Details - Tick this check box to include Phase details Include Custom Fields - Tick this check box to include any Custom Fields associated with the Job or Sale. Include Services / Items - Tick this check box to include any Services / Items associated with the Job or Sale. Include Billing - Tick this check box to include any Billing details associated with the Job or Sale. Include Confirmation - Tick this check box to include confirmation section at the end of the report to enable customers to sign off on a job or a sale. Print using report form - If a custom report form is available – browse or type in the report name to use the alternate form as required.

16.5.4 Equipment Labels

»

»

Overview Use this report to print Equipment labels. Labels can be printed by Equipment or by Document sequence for ease of use.

Criteria Use the drop-down menu to select between printing labels by Equipment or Document.


932

Forms

Select by Equipment

From Site - Enter or select a range of Sites to be included in the report. Use the Finder to assist if required. From Equipment - Enter or select a range of Equipment to be included in the report. Use the Finder to assist if required. Display Site Info - Tick this check box to print Site information on the label. Include Printed Records - Tick this check box to include Labels that have already been printed. Select by Document

From Job - Enter or select a range of Jobs to be included in the report. Use the Finder to assist if required. From Site - Enter or select a range of Sites to be included in the report. Use the Finder to assist if required. From Date - Enter or select a range of dates to be included in the report.


Reports

933

16.5.5 Return Authorization

»

»

Overview The Return Authorization form has many features and can be customized to suit individual requirements. Each variation or customization of the form can be saved in the Settings section, allowing flexible and easy management of the RA reporting system. Even though the form appears comprehensive, once configured it does not require additional input.


934

Forms

Criteria


Reports

935

Settings section Saved Setting

After the form has been customized to suit individual requirements, it is possible to save the configuration for future use. Use the drop-down menu, select an option and then click [Save] to overwrite the settings for that option. It is possible to revert back to the default settings. To do this, click [Load Defaults]. After reverting back to defaults, click [Save] again to save the default setting. Criteria section

State - Choose the state of the return authorization to print from the drop-down: · Current – Extract current RAs to report on · Historic – Extract RA’s from historical information to report on Type - Choose the type of return authorization to print from the drop-down: · Customer RA (Return Authorization) · Vendor RA (Vendor / Manufacturer Return Authorization) RMA - Enter the RA code or a range of RA codes to print. Use the Finder to choose from the list of available RAs in the system. Site - Enter the Site code or a range of Site codes to print. Use the Finder to choose from the list of available Sites in the system. Customer - Enter the "Bill To" Customer code to print or select a range of Customer codes to print. Use the Finder to choose from the list of available Customers in the system. Date Entered - Enter the "Date Entered" into this field, or specify a date range to search and report on. Service Center - Enter the Service Center code or a range of Service Center Codes to print. Use the Finder to choose from the list of available Service Centers in the system.


936

Forms

Equipment Criteria section

If there are multiple pieces of Equipment on a CRA or MRA, tick the Select Equipment check box and select the specific Equipment record from the drop-down list. By default, the Select Equipment check box is cleared - All Equipment records on the RAs will print. Include section

Receipts · Print All – Print all Equipment. Alternatively, select Only Receipted Items from the drop-down list. · Show Expected Equipment – Service Manager tracks equipment in transit. Use this feature to report on equipment on a RA that has the status set to "expected". · Show Receipted Equipment – Service Manager tracks equipment arrivals. Use this feature to report on equipment on RA that has been "receipted". Returns · Print All – Print all Equipment. Alternatively, select Only Returned Items from the drop-down list to only include items in the RA system that have been returned or dispatched back to the source. · Show Equipment – Tick this check box to include all the Equipment records on the RA that have been returned. · One Equipment Per Page – Will print one Equipment item per page. Header Notation - Tick this check box to include any associated Header Notations on the RA. This is stored at the highest level of the tree – the header. Include Header Custom Fields - Tick this check box to include any Custom Fields associated with the RA. Equipment Summary Include Extra Details - Tick this check box to include extra details associated with the RA comprised of Received, Returned, Problem and Previous returns. Include Custom Fields - Tick this check box to include any Custom Fields associated with the RA. Include Faults - Equipment on an RA, contains Fault information. Tick this check box to include these faults as recorded on the record.


Reports

937

Include Accessories - The RA system within Service Manager can store accessories associated with a piece of equipment. Tick this check box to include any accessories associated with an Equipment record on RA. RA Equipment Notation - The RA system within Service Manager can store notations on equipment records. Tick this check box to include any Notations associated with an equipment record on RA. Include those Receipted - Tick this check box to include only Equipment that has been receipted. Include those Returned - Tick this check box to include only Equipment that has been returned. Print using report form - Enter the name of the report specification to be used for printing this report, or use the browse feature to locate another specification. Delivery Method - Use the drop-down menu to choose the delivery method for the report. The report can be sent to a printer or emailed directly to Customer, Customer , Site or the "Entered By" employee.

Report Samples

Confirmation


938

Forms

Print Receipt

Print Return


Reports

Print Summary

Print Per-Equipment


939

940

Forms

Print ALL options selected

16.5.6 Invoices

»

»

Overview Print a single or multiple Invoices for a particular Bill To Customer, Service Center, etc.


Reports

941

Criteria

From Invoice - Select an invoice number or a range of invoice numbers to be printed. From Bill To - Specify a Bill To customer – or a range of Bill To customers. The report will print invoices for the range of customers meeting the criteria selected. From Date - Select a date range. Invoices meeting the date criteria will be printed. From Zone - Specify a Zone code or a range of Zone codes to report on. Service Center - Tick this check box to report on a specific Service Center. Enter a Service Center Code or use the Finder to search from the list of available Service Centers.


942

Forms

Include section

Include Equipment Details - Tick this check box to include any equipment details associated with the invoice itself. Include Agreement Details - Tick this check box to include any Agreement details associated with the invoice. Include Serial Number Details - Tick this check box to include any serial number details associated with the invoice. Equipment, components and items can all appear on an invoice and therefore will be included on the report if found. Include Agreement Equipment - Tick this check box to include any Agreement Equipment associated with an invoice. Include Time Entry Details - Tick this check box to include and Time Entry Details associated with the invoice. Include Meter Details - Tick this check box to include any Meter Details associated with the invoice. Include Faults - Tick this check box to include any Faults associated with an equipment record on the invoice. Include those that have been Printed - Tick this check box to reprint Invoices that have already been printed and flagged as so by the Service Manager program.

16.5.7 Consolidated Invoices

»

»

Overview The Consolidated Invoices form is not a process function. i.e., it is not possible to consolidate many jobs or sales order to one invoice. The Consolidated Invoice form will allow you to print an invoice statement in effect for a customer in a given date range. That is, it will list all invoices for that customer in the date range specified and includes a grand total for the invoices printed. Be sure to tick Those that have been Printed to show all invoices printed in the specified date range. Tick Include Details to show the individual invoices and amounts for a customer. This report is a useful summary to present to a customer in a given period, but does not consolidate the invoices and post one entry to s Receivable, as explained above. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

Reports

Criteria

16.5.8 Credit Notes

»

»

Overview Print Credit Notes for a particular Bill To Customer, Service Center, etc.


943

944

Forms

Criteria

16.5.9 Quotations

»

»

Overview Print Quotations for a particular Site, Service Center, etc.


Reports

Criteria

16.5.10 Shipping Labels

»

»

Overview Print Shipping Labels for a single or multiple invoices.

Criteria


945

946

Forms

16.5.11 Picking Slips

»

»

Overview Print Picking Slips for a single or range of Jobs, Sales or Quotations.

Criteria

Tick the Print Balance Only (Do not update Picked Quantity) check box to print the total quantity picked to date. i.e., previously picked and not yet picked quantities. This does not update the not yet picked quantities. If you clear this check box then only those quantities not yet picked will print on the Picking Slip. Quantities previously picked are not picked twice.


Reports

947

16.5.12 Agreement Contracts

»

»

Overview Print Agreement Contracts - Meter, Site, Warranty - for a single or range of Sites and/or Agreement Numbers.

Criteria


948

Setup Reports

16.6 Setup Reports

»

Setup Reports detail the information you have entered when setting up the Service Manager database.

16.6.1 Company Options Listing

»

»

Overview This report will print the Company Options. Refer Company Options

748 .

Criteria

There are no criteria for this report. Click [Print] to print the report.

16.6.2 Custom Fields Listing

»

»

Overview This report will print Custom Field information. Refer Custom Field Setup

774 .


Reports

Criteria

16.6.3 Work Group Listing

»

»

Overview This report will print Work Group information. Refer Work Group Setup

785 .

Criteria


949

950

Setup Reports

16.6.4 Employee Listing

»

»

Overview This report will print Employee information. Refer Employee Setup

779 .

Criteria

16.6.5 Service Listing

»

»

Overview This report will print Service information. Refer Service Setup

786 .


Reports

Criteria

16.6.6 Class Type Listing

»

»

Overview This report will print Class Type information. Refer Class Type Setup

777 .

Criteria


951

952

Setup Reports

16.6.7 Job Type Listing

»

»

Overview This report will print Job Type information. Refer Job Type Setup

807 .

Criteria

16.6.8 Job Phase Listing

»

»

Overview This report will print Job Phase information. Refer Job Phase Setup

802 .


Reports

Criteria

16.6.9 Subcontractor Listing

»

»

Overview This report will print Subcontractor information. Refer Subcontractor Setup

816 .


953

954

Setup Reports

Criteria

16.6.10 Agreement Plan Listing

»

»

Overview This report will print Agreement Plan information. Refer Agreement Plan Setup

818 .

Criteria


Reports

16.6.11 Schedule Listing

»

»

Overview This report will print Schedule information. Refer Schedule Setup

815 .

Criteria

16.6.12 Site Listing

»

»

Overview This report will print Site information. Refer Site Setup

848 .


955

956

Setup Reports

Criteria

16.6.13 Site Listing

»

»

Overview This report will print Site information. Refer Site Setup

863 .


Reports

Criteria

16.6.14 Ship Via Listing

»

»

Overview This report will print Ship Via information. Refer Ship Via Setup

822 .

Criteria


957

958

Setup Reports

16.6.15 Category Listing

»

»

Overview This report will print Category information. Refer Category Setup

846 .

Criteria

16.6.16 Service Center Listing

»

»

Overview This report will print Service Center information. Refer Service Center Setup

847 .

Note: This option will only be displayed if the Service Manager Service Center Add-On


1319

is installed.

Reports

Criteria

16.6.17 Task Listing

»

»

Overview This report will print Task information. Refer Task Setup

825 .

Criteria


959

960

Transaction Reports

16.7 Transaction Reports

»

Transaction Reports relate to the "post analysis" of information processed by Service Manager. Reports include: G/L Posting Journals, G/L Transactions, Sales History, Sales Activity, Warranty Claims, Amortization Schedules and Pricing Adjustment Audit.

16.7.1 G/L Posting Journal Report

»

»

Overview The G/L Posting Journal Report allows you to print or reprint a single or range of Day End G/L Posting Journals. Note: · If you tick the Print End of Day Audit (Posting Journals) check box on the Day End Processing 640 window, the G/L Posting Journal Report program will run automatically after Day End allowing you to print the G/L Posting Journals for the Day End just completed.

· To clear Day End G/L Posting Journals, you must run the Clear History 689 program. Tick the Clear EOD G/L Posting Journals check box, specify the Day End Number to clear to and then click [Process].


Reports


961

962

Transaction Reports

Criteria

Select the Posting Journal Type and Day End range to print. The range will default to the last Day End run. You can optionally also print a single Document, Include a Tax Summary and Include Previously Printed Journals. Click [Print].


Reports

963

Report Sample

16.7.2 G/L Transactions Report

»

»

Overview Use the G/L Transactions Report to print G/L transactions through to a particular Posting Sequence (Day End) Number. Note: You must print the G/L transactions before using the Create G/L Batch

Related Topics Day End Processing Create G/L Batch

640

651


651

program.

964

Transaction Reports

Criteria

Specify the Day End Number up to which to print the G/L transactions. (The transactions for all outstanding Day End Numbers up to and including the number you specify will be printed.) You can print a detailed or summary report and print by Number, or Year and Period. Click [Print].

Report Sample


Reports

965

16.7.3 Sales History Report

»

»

Overview Day End Processing 640 generates Sales History information from the Services and Items that have been sold in Service Manager. The Sales History Report allows you to print this information by Year, Period, Customer, Item or Service, and will present you with the financial and count details for the range selected.

Criteria

Criteria section

From Year, Period, To Year, Period Select the sales period. Select By

Show As Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

966

Transaction Reports

Customer Select the Customer or range of Customers to include on the report. Include section

Include Details Tick this check box to include Sale details. New Page each Sale Tick this check box to print each Sale on a new page. Sort by


Reports

967

Report Sample

16.7.4 Sales Activity Report

»

»

Overview The Sales Activity Report is year and period based. It is particularly useful for analyzing sales for Services - Standard, Labor and Subcontractor - and Inventory Items/parts by Site, Employee, Work Group or Agreement. Each Service or Item is linked to the Job, Sales Order and Invoice Number it was sold on, i.e., its Source Document. This report is particularly useful for analyzing Agreement activity in a given period. The Employee Activity Report

902

is the same as the Sales Activity Report, with the default sort order set


968

Transaction Reports

to Employee.

Criteria

Note: The Include options are retained.

16.7.5 Warranty Claim Report

»

»

Overview The Warranty Claim Report lists Warranty Claims for the selected Warranty Agreement/Period. The Claim Status can also be selected.


Reports

969

Related Topics Maintaining Warranty Claims

434

Retrieving Warranty Claims for Billing

440

Criteria

16.7.6 Amortization Schedules Report

»

»

Overview The Amortization Schedules Report displays a summary listing by Agreement of all amortization entries


970

Transaction Reports

processed for an agreement. This is only relevant if amortization features are specified. This report can be filtered to display only those entries due up to a specified date. The report summarizes what has been posted to date against what is outstanding.

Criteria

16.7.7 Pricing Adjustment Audit Report

»

»

Overview The Pricing Adjustment Audit Report is a summary of all adjustments to price or costs against a range of documents that have been processed using the Adjust Pricing 494 program. This report provides an option to reprint those adjustments for audit purposes if required.


Reports

Criteria


971

Utility Programs

973

Chapter 17: Utility Programs

The Utility programs are a collection of miscellaneous tools that assist in automating Service Manager tasks.

17.1 Acac Plus Conversion

» Overview This program allows you to convert an Acac Plus for DOS Service Manager database to a Windows database.

17.2 Auto Create Sites

» Overview The Auto Create Sites program allows you to quickly initialize a new Service Manager database by copying s Receivable Customer information to Site and records in Service Manager. This is an automated process and is on a one to one basis record for record. There are several default settings and filters that can be specified when creating new Sites.


974

Auto Create Sites

17.3 Auto Create Equipment

» Overview The Auto Create Equipment program allows you to create Site Equipment records from a batch, for Serialized Items posted on Invoices. This program can be run after each Invoice is posted from Document Entry or directly off the Sage Acac ERP desktop. During Document Entry, Serial Numbers are specified for Items shipped. These Serial Numbers can be optionally specified to create Equipment records of a particular Model. The Item Relationship aids in this Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

Utility Programs

975

process by associating a Model to an Item. After you have posted a batch of Items in Auto Create Equipment, Custom Fields for each Equipment record created can be modified as required.

Related Topics Service Manager Serialized Inventory Add-On

1335

17.4 Import/Export

» Overview Service Manager provides functionality that allows Comma Separated Values (CSV) files to be imported and exported. Custom Fields and Notations can be imported and exported, and Time Actuals can be exported only. Note: All the Setup Programs 691 allow you to Import and Export data. These functions are available from the File menu of the setup program.


976

Import/Export

17.4.1 Custom Fields

»

»

Overview Custom Fields can be imported and exported in Comma Separated Values (CSV) format.

17.4.2 Notations

»

»

Overview Notations can be imported and exported in Comma Separated Values (CSV) format.

17.4.3 Time Actuals Export

»

»

Overview Time Actuals can be exported in Comma Separated Values (CSV) format.

17.5 Fix I/C Quantities

» Overview This program will reset the quantity on Sales Orders for each Item in I/C to the actual Supply and Backorder values found in the Service Manager Documents.


Utility Programs

977

17.6 Serialized Inventory Renumber

»

Refer to the Service Manager Serialized Inventory Add-On Guide

1335

.

Note: This option will only be displayed if the Service Manager Serialized Inventory Add-On installed.

1335

is

17.7 Custom Field Integrity

» Overview This program will check that there are no Custom Fields with duplicate codes across the database. This program will also check that there are no orphaned Custom Field records.

17.8 Special

» Overview Technisoft reserves this program to provide you with special programs that you may have requested as custom work. This program can also be used to run utilities that Technisoft often provides to help maintain your system. This program does not perform any task in the normal operation of Service Manager.


978

Special

Click [Close] to return to the V/M Utilities program list.


Installing Service Manager

979

Chapter 18: Installing Service Manager This section contains an overview of the installation process for Service Manager. It outlines the installation in general, and provides specific procedures for server and workstation installations.

18.1 System Requirements Operating System Windows XP (or later)

Processor Speed Minimum 1.5 GHz recommended

Memory (RAM) Minimum 256 MB, 512+ MB recommended

Network Capability 100+ Mb Network recommended

Windows Regional Date Format dd/mm/yyyy or mm/dd/yyyy

Windows Regional Time Format HH:mm

18.2 Sage Acac ERP Integration The following Sage Acac ERP modules must be installed and activated before you can install and use Service Manager: · · · · ·

System Manager (S/M), Including Bank and Tax Services LanPaks as required General Ledger (G/L) s Receivable (A/R) Inventory Control (I/C)

Optional Sage Acac ERP modules · s Payable (A/P) · Purchase Orders (P/O) · Serialized Inventory (S/N) Service Manager is compatible with all database formats ed by Sage Acac ERP, though reporting is not guaranteed to function correctly with any database other than Pervasive or MS SQL.


980

Sage Acac ERP Integration

DBLoad and DBDump can be used to export data from one database type and import data to another database type. For more information on these programs, refer to the Sage Acac System Manager Documentation.

Customizing a 's Desktop Throughout Service Manager, -specific options are saved per company, per in an ISAM file in the directory under the ACAC Shared Data Directory. ...\\<>\ _P.ISM where ... is the ACAC Shared Data Directory e.g., ...\\ANA\SAMINC_P.ISM Document Entry has been enhanced so that many s may be configured to inherit the same options quickly and easily. These include the field list displayed in the details pane and the information displayed in each tree node of the document. Settings may be Saved and Loaded using an external text file. Options can be customized in Document Entry by selecting Tools » Options and then selecting the fields required. Once the required options have been selected, click [Save] and specify the file to save your settings to. Other s can then load these saved settings in Document Entry by selecting this file - click [Load] and then specify the file to load the settings from.



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The Document Entry program will save its settings to the Sage Acac ERP Properties table for the , when the exists the program. Note: This will only occur if the Sage Acac ERP desktop Save Settings check box has been ticked in View » Preferences.

Customizing Graphics Service Manager uses a GRAPHICS directory that may be used to attach pictures to Models, Faults, Solutions and s. ...\COMPANY\
database database database database

ID>\GRAPHICS\MODELS ID>\GRAPHICS\FAULTS ID>\GRAPHICS\SOLUTIONS ID>\GRAPHICS\S

where ... is the ACAC Shared Data Directory The VM.INI file contains the location of the subdirectory for each of the record types that can store graphics. The VM.INI file is located in the Service Manager Program Directory, typically: <X>:\Program Files\ACAC\VM<99x>\VM.INI where <X>:\Program Files\ACAC\ is the ACAC Program Directory


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Sage Acac ERP Integration

<X> is the drive letter of the installation <99x> is the version of Service Manager you have installed, e.g., 54A Related Topics Document Entry Options 118 (Refer to the Service Manager Guide: Document Programs » Document Entry » Document Entry Options topic.)

18.3 Installation Procedures Data and programs can be installed on a Server or programs can be installed on a Workstation and data accessed from the Server. Prerequisite: Sage Acac ERP System Manager and Company and System Databases must have been installed and configured successfully.

Installing Service Manager Program Files to a Server Insert the Service Manager CD into the Workstation CD-ROM drive you are working from. The Install program should commence automatically. If it doesn't, select Start » Run from your Windows taskbar, browse the Service Manager CD until you locate the Setup.exe file, and then select it. Follow the instructions on the Install Script. Define the Program Directory and Shared Data Directory and then click [Next]. On the Acac for Windows Directories window, type the path to the directory on the Server that you wish to install the Service Manager programs to, and then type the path to the Shared Data Directory or simply select the defaults.

Workstation Setup To install Service Manager on a Workstation, browse the CD and locate the WSSETUP directory where the Workstation setup files are located. Select Setup.exe and follow the on-screen instructions. Note: Workstation setup must be run on the Workstation, not from the Server.

Installing Service Manager Program Files to a Workstation Insert the Service Manager CD into the Workstation CD-ROM drive. The Install program should commence automatically. If it doesn't, select Start » Run from your Windows taskbar, browse the Service Manager CD until you locate the Setup.exe file, and then select it. Follow the instructions on the Install Script. Define the Workstation Program Directory and Shared Data Directory and then click [Next]. On the Acac for Windows Directories window, type the path to the directory on the Workstation that you wish to install the Service Manager programs to, and then type the path (on the Server) to the Shared Data Directory. Follow the prompts clicking [Next] until completion.

Program Files The Service Manager program files will be installed in the Service Manager Program Directory, typically: <X>:\Program Files\ACAC\VM<99x>



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where <X>:\Program Files\ACAC\ is the ACAC Program Directory <X> is the drive letter of the installation <99x> is the version of Service Manager you have installed, e.g., 54A

18.4 Licensing and Product Registration Service Manager s are limited to the number of concurrent s according to the Sage Acac ERP LanPak licenses you have installed. Service Manager licensing restricts the number of Active Employees you may track in Service Manager. The Standard Service Manager product allows you to track five Active Employees. Additional Employee Packs are available if you wish to track more Active Employees. These are available in 5, 10, 15, 20 or Open License Packs and may be added at any time. Please your Sage Acac Solution Provider for further information. You must the product to activate the licenses. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: · Only Active Employees may be assigned to Jobs. · Additional Employee Packs require separate registration and license activation.

18.5 Data Activation The Service Manager application must be activated before it can be used. This process will create the data files used by Service Manager in the Company Data directory. The Activation process initializes a new blank data set. To activate Service Manager, select the following: istrative Services » Data Activation


984

Click

Data Activation

. The Data Activation window will be displayed.

Select and activate the Technisoft Service Manager application and then click [Activate].

18.6 Multi- Data Protection Sage Acac ERP does not lock database records. Instead the system uses Audit Stamps to prevent two workstations from making changes to the same record at the same time. The Audit Stamp indicates the date and time the record was added or last updated and is updated each time the record is saved. In a network environment the system will only save changes to a record if the current audit stamp for the record is the same as the audit stamp when the record was first read by the workstation . Some key areas of Service Manager implement a Resource Locking mechanism. Document Entry uses this facility to prevent more than one from editing a document at the same time.

18.7 Databases Service Manager uses Sage Acac ERP System Manager to access the database and related utilities. Service Manager has not been engineered specifically for a particular database and operates with any Sage Acac ERP series Certified Database. However, the Crystal Reports have been generated specific to the database installed. Standard Service Manager is shipped ready for the Pervasive Database. That is the Pervasive Reports will be installed by default.

18.8 Service Manager Security You can specify what s can see and do when they use Service Manager. Service Manager Security is implemented using Sage Acac ERP Security Groups and Authorizations. For further information on how to configure Sage Acac ERP Security, refer to the <Sage Acac ERP System Manager Guide. The use of Service Manager Security is optional.



985

Sage Acac ERP Application Security Service Manager security can only be implemented if Sage Acac ERP application security has been enabled for the Company. To enable security for the Company, from the Windows start menu, select All Programs » Sage Acac » Database Setup. The Sign-on window will be displayed.

Type the and then click [OK]. The Database Setup window will be displayed.

Highlight the relevant System Database and then click [Edit]. The Database Profile window will be displayed.


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Service Manager Security

Tick the Enable application security check box and then click [OK]. The Database Setup window will be displayed. Click [Exit].

Service Manager Security Service Manager security is implemented using Sage Acac ERP Security Groups and Authorizations. Service Manager security consists of two actions: 1. Set up one or more Security Groups that contain the required access. 2. Apply the Security Group(s) to s, i.e., Authorizations. Security Groups Security Groups are set up in istrative Services » Security Groups.



Click

. The Security Groups window will be displayed.

Select the Technisoft Service Manager Application. Select an existing Security Group ID or create a new Security Group. Grant access to the required Service Manager functions - tick the relevant check boxes. Click [Add] or [Save], whichever is shown. Click [Close] once you have set up all the Security Groups.


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988


Security Options Note: Access to a program function also means access to a related report. Security Option

Access Granted

Import Processing

Allows Import.

Export Processing

Allows Export.

General Setup

Grants access to V/M Setup » V/M General, but does not include Options, Employees, Work Groups and Services. (Includes V/M Setup » V/M Equipment » Item Relationships.)

Employee Setup

Allows access to V/M Setup » V/M General, Employees and Work Groups.

Site Setup

Allows access to V/M Setup » V/M Sites, Site Profile and Site s. The V/M Sites menu disappears if not granted.

Equipment Setup

Allows access to V/M Setup » V/M Equipment except Item Relationships.

Service Setup

Allows access to V/M Setup » V/M General » Services.

Options/Utilities

Allows access to V/M Setup » V/M General » Options, and also to everything in V/M Utilities.

Clear History

Allows access to V/M Statistics and History » Clear History.

Show History and Statistics

Allows access to all the other V/M Statistics and History programs.

Processing Meters/Maintenance

Allows access to Site, Equipment and Meter Maintenance.

Day End Processing

Allows access to Day End Processing.

Resource Management

Allows access to Job Manager, Time Manager and Monitor.

Notation Management

Allows access to Notation Manager.

Return Authorization Management

Allows access to Return Authorizations.

Fault Management

Allows access to Fault Analyzer.

Document Entry

Allows access in Document Entry to Projects, Copy, Posting Schedules, Multi Post, Document Query, Posting Inquiry, Adjust Pricing, Job Manager, Time Manager, Notation Manager, Return Authorizations, Fault Analyzer and Monitor.

Post Invoices

Allows access to Posting Schedules and Multi Post. Enables the Invoice tab when posting an Invoice in Document Entry.

Post Cost Only

Allows access to V/M Posting Schedules, Multi Post, Adjust Pricing. Enables the Cost Only tab when posting Cost Entry in Document Entry.

Post Credits

Allows access to Posting Schedules and Multi Post. Enables the Credit Note tab when posting in Document Entry.

Show Costs

Will display costs and profit analysis in the Totals tab, as well as any Custom Fields that have costs or Service and Item detail lines that include costs.

Allow Held Customer Post

Allows you to post Invoices, Credit Notes, etc., for customers that are on hold in s Receivable.

Allow Customer Credit Approval

Allow creation or modification of a Job if over credit limit.

Allow Unit Price Override

Allows operator to change unit price in Service or Detail Lines, otherwise uses defaults as set in various options.

Transaction Inquiry

Can use the Posting Inquiry program to look up Invoices, Credit Notes, Cost Only entries that have been posted in the system.

General Inquiry

Not used.

Resource Inquiry

Allows access to the Time Entry Summary Report.

Document Reports

Allows access to all Document reports and forms.

Transaction Reports

Allows access to all Transaction reports.

Payment Remittance

When posting an Invoice, the Remittance tab will be visible and



Security Option

989

Access Granted you can post a remittance.

Job Entry

Allows entry to Jobs. If not granted, will be display only mode.

Sales Entry

Allows entry to Sales. If not granted, will be display only mode.

Quotation Entry

Allows entry to Quotes. If not granted, will be display only mode.

Template Entry

Allows entry to Templates. If not granted, will be display only mode.

Site Agreement Entry

Allows entry to Site Agreements. If not granted, will be display only mode.

Meter Agreement Entry

Allows entry to Meter Agreements. If not granted, will be display only mode.

Warranty Agreement Entry

Allows entry to Warranty Agreements. If not granted, will be display only mode.

Historic Jobs Inquiry

Allows inquiry on Historic Jobs.

Secure Custom Fields

Allows entry on Custom Fields if security is granted. Otherwise custom fields are not visible.

Purchase Requisition Entry

Allows entry of Purchase Requisitions.

Purchase Requisition Post

Allows Posting of Requisitions or POs to Acac Purchase Orders.

Online Menu

Allows access to Event Manager and Synchronize Outlook programs. The Online menu disappears if not granted.

Document Billing Entry

If you do not have this you cannot enter/insert Items and Services.

Document Deletion

Allow the to delete a Document in Service Manager.

Allow Non-SC Employees

If you do not have this and you use Service Centers, you will only be able to insert billing for employees that match the Service Center of the Document.

Unprotect Billing

The protection is on all billing lines, but managed at Document level. There is a check box on the Setup tab of the Document. This will only be able to be cleared if the has this security level. If not, a form will pop up asking for someone who does, to type their .

Show Recorder Menu Item

Displays the Time Recorder program on the V/M Management menu.

Allow edit of Budget values

If the does not have access to this security level, that will not be able to Edit Budget (i.e., right-click Phase and select Edit Budget), or edit the original estimates when selecting properties on a Service or Item detail line.

Allow edit of ALL Time Entries

Allows edit of Time Entries anywhere in Service Manager. To provide access to the Time Entry Grid only, clear this option and tick the Time Entry Grid option.

Setup Document Entry Options

Allows access to the Document Entry Options. The Tools menu, Options item disappears in Document Entry if not granted.

Advanced Maintenance Setup

Allows access to Advanced Maintenance Setup if using the Service Manager Advanced Maintenance Add-On 1012 .

Advanced Maintenance Processing

Allows access to Advanced Maintenance Processing if using the Service Manager Advanced Maintenance Add-On 1012 .

Time Entry Grid

Use this option to provide access to Time Entry without providing access to the other Resource Management programs.

The following is a listing of Service Manager programs and their respective Security Options: Service Manager program

Security Option

Document Entry

Document Entry

Projects

Document Entry

Copy Documents

Document Entry

Posting Schedules

Document Entry and Post Invoices and Post Credits and Post


990


Service Manager program

Security Option Cost Only

Multi Post

Document Entry and Post Invoices and Post Credits and Post Cost Only

Document Query

Document Entry

Posting Inquiry

Document Entry or Transaction Inquiry

Adjust Pricing

Document Entry and Post Cost Only

Quick Job Entry

Document Entry

Job Manager

Document Entry or Resource Management

Time Manager


Time Entry


Time Recorder

Show Recorder Menu Item

Notation Manager

Document Entry or Notation Management


Document Entry and Return Authorization Management

Fault Analyzer

Document Entry or Fault Management

Monitor


Search Custom Fields

Secure Custom Fields

Meter Processing


Equipment Maintenance


Day End Processing

Day End Processing

Requisition Manager

Purchase Requisition Entry

Auto Create Requisitions

Purchase Requisition Post

Requisition List

Document Reports

Document List

Document Reports or Transaction Inquiry

Posting List


Aged Documents


Outstanding Entries


Work in Progress


Time Entry Summary

Document Reports or Resource Inquiry

Posting Schedule List


Agreement Summary


Notation List

Document Reports or Transaction Inquiry or Notation Management

Overhead / Burden List


Project Listing


Payment Summary


Models

General Maintenance or General Inquiry

Equipment Listing

Document Reports or General Inquiry

Equipment Summary


Equipment Billings


Meter Worksheet


Meter Audit


Maintenance Results


Model Unit Costs

Processing Meters/Maintenance and Show Costs

Item Relationships


Fault Listing

Document Reports or Fault Management

Symptom Listing


Symptom Listing


Fault Registrations




991


Security Option

Customer Confirmation

Document Entry or Document Reports

Work Order


Equipment Labels


Return Authorization


Invoices


Consolidated Invoices


Credit Notes


Quotation


Shipping Label


Picking Slip


Agreement Contract


Options

Options/Utilities

Custom Fields


Work Groups

Employee Maintenance

Employees


Services

Service Maintenance

Class Types


Job Types


Job Phases


Subcontractors


Schedules


Sites

Site Maintenance

s

Site Maintenance

Ship Via Listing

Site Maintenance

Category s

Site Maintenance

G/L Posting Journals

Transaction Reports

Commissions

Transaction Reports

Sales History

Transaction Reports

Sales Activity

Transaction Reports

Employee Summary

Transaction Reports

Warranty Claims

Transaction Reports

Amortization Schedules

Transaction Reports

Billing Variance

Transaction Reports

Response Tracking Variance

Transaction Reports

Pricing Adjustment Audit

Transaction Reports and Document Entry and Post Cost Only

Models


Equipment


Meters


Maintenance


Item Relationships

General Maintenance

Faults

General Maintenance

Symptoms

General Maintenance

Solutions

General Maintenance

Custom Fields

General Maintenance

Class Types

General Maintenance

Employees


Work Groups



992



Security Option

Services

Service Maintenance

Job Phases

General Maintenance

Job Types

General Maintenance

Schedules

General Maintenance

Subcontractors

General Maintenance

Ship Via

General Maintenance

Category s

General Maintenance

Options

Options/Utilities

Site Profile

Site Maintenance

Site s

Site Maintenance


Transaction Inquiry

Job Statistics


History


Sales History


Clear History

Clear History

Event Manager

Online Menu

Synchronize Outlook

Online Menu

Acac Plus Conversion

Options/Utilities

Auto Create Sites

Options/Utilities

Auto Create Equipment

Options/Utilities

Tutorial

Options/Utilities

Reset I/C Sales Order

Options/Utilities

Custom Field Integrity

Options/Utilities

Special

Options/Utilities

Custom Fields

Options/Utilities

Notations

Options/Utilities

Time Actuals Export

Options/Utilities

Authorizations Once you have set up the Security Group(s) containing the access rules, you need to assign the Security Group(s) to Service Manager s. Authorizations are set up in istrative Services, Authorizations.



Click

993

. The Authorizations window will be displayed.

Select the to assign the Service Manager Security Group to. Select the Technisoft Service Manager Application. Click the Group ID Finder Security Groups.

. The Security Groups Finder window will be displayed listing available


994


Highlight the required Security Group and then click [Select]. The selected Security Group will be shown in the Authorizations window.

Close the Authorizations window.


Setting Up Service Manager

995

Chapter 19: Setting Up Service Manager This section outlines the steps to follow to set up a Service Manager system and explains the options you can select and data you should add during setup. This will help you create a system that takes full advantage of Service Manager's features and meets the company's current and future needs. Read this section before setting up a new Service Manager system. It is not possible to specify exactly how much time should be allowed for setting up a Service Manager system as each Customer can vary greatly in size, function and technical knowledge. For example, one installation may have 30,000 Customer/Site records and 60,000 Equipment records; another may not even use Equipment, but may have 5,000 Customer/Site records. One customer's staff may be very computer literate and another's may not be. As a general rule, we recommend that you quote the following for setup and implementation of Service Manager: · Training of Technical Staff - responsible for the ongoing setup and maintenance of Service Manager - allow two days · Training of End s – responsible for operating Service Manager on a day to day basis - allow three days It may also be prudent to allow a little extra time for your first installation, and you may choose to implement the installation over several sessions over a period of time rather than in one consecutive week.

Before Commencing Service Manager Setup

Sage Acac ERP modules Sage Acac ERP System Manager (including Bank and Tax Services), General Ledger, s Receivable and Inventory Control must be correctly installed and activated. Therefore, Payment , Tax Groups, Customers Information, Item Price Lists, Item Locations, Item Sets, Item Categories, Bank, Tax and Currency records, s, Security, General Ledger Codes, G/L Source Codes, etc., should already exist. (G/L Source Codes for Service Manager will be created automatically.) Refer to the relevant Sage Acac ERP documentation for information about installing and setting up the Sage Acac ERP modules required. Service Manager Service Manager must be correctly installed and activated. The Activation process initializes a new blank data set.

Setup Procedures To ensure a successful setup, we recommend that you follow the check list 996 in the order in which the tasks are presented as this will help eliminate relational references that have not yet been defined. However, if you choose a different order, you will still be able to complete a successful installation, but may have to return to some sections more than once to complete all entries in that section. For example, if you started by setting up Work Groups before Employees, you would not be able to insert Employees into those Work Groups. You would have to go to Employee Setup to create Employees first and then revisit the Work Group setup program to insert them. Note: · It is not compulsory to set up all Setup Programs within a section nor is it compulsory to setup all sections. For example, in V/M General, if you do not use Work Groups or Subcontractors, it is not necessary to create these tables. · Sites and Equipment can be created "on the fly" during data entry.


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Service Manager Setup Check List

19.1 Service Manager Setup Check List · Launch Sage Acac ERP and select the Company to set up · Start Service Manager

59

V/M General · Set up the company-wide Service Manager default processing Options 748 . Note: Most importantly, set up the default general ledger s. Refer to the G/L Gen. 763 , G/L WIP 766 and G/L Cover 769 tabs. Under the Defaults 750 tab you will not yet have set up Job Type, General Sale Type or Job Status. These can be left blank and filled in later. · Set up Custom Fields · Set up Class Types · Set up Employees

777

779

· Set up Work Groups · Set up Services

774

785

786

· Set up Job Phases

802

· Set up Job Types

807

· Set up Schedules

815

· Set up Subcontractors

816

· Set up Agreement Plans · Set up Ship Via codes

818

822

· Set up Category s · Set up Service Centers

846

(if you are using the optional Service Manager Service Center Add-On

847

· Complete Options setup

1319

)

748 .

V/M Sites · Set up Site Profiles

848

· Set up Site s

863

V/M Equipment · Set up Equipment Models · Set up Equipment Items · Set up Meter Types · Set up Meters

720 ,

691

705

718

including initializing Meter readings

· Setup Equipment Maintenance Actions · Set up Item Relationships Product (Bar) Codes

735

730

- link items of Inventory to Service Manager Models and/or Universal

V/M Faults · Set up Model Faults

736

· Set up Fault Symptoms · Set up Fault Solutions

741

743

V/M Documents · Set up Templates

343

(Refer to the Service Manager Guide: Document Entry » Templates topic.) · Set up Meter Agreement, Site Agreement and Warranty Agreement Contracts

358

(Refer to the Service Manager Guide: Document Entry » Agreements topic.) · Add current Documents - Jobs, Sales and Quotations

70

(Refer to the Service Manager Guide: Document Entry » Jobs, Sales Orders and Quotations


Setting Up Service Manager

topics.) V/M Management · Review Job Manager

507

(Refer to the Service Manager Guide: Management Programs » Job Manager topic.) V/M Reports / V/M Forms · Review Standard Forms

923

(Refer to the Service Manager Guide: Reports » Forms topic.)


997

Technical Information

999

Chapter 20: Technical Information This section contains technical software information, lists all the Service Manager Data Views and lists all recent Database and Report changes.

20.1 Software Updates Service Manager provides an online product update option. Click any Service Manager Help menu. Select Check for Updates.

If an active Internet connection is available, the default browser will launch attempting to connect to the Technisoft website - Available Updates Web page. This page displays updates and/or service packs that may be available for your version of Service Manager.

20.2 Software Design Limits Code Sizes The following table indicates the maximum code lengths permitted in Service Manager. Code Name

Maximum Length

Documents

22 characters

Invoices & Credit Notes

22 characters


22 characters

Employees

12 characters

Sites

12 characters

Models

12 characters

Faults

12 characters

Symptoms

12 characters

Solutions

12 characters

Services

12 characters

Schedules

12 characters

Subcontractors

12 characters

Meters

6 characters

Phases

6 characters

Job Types

6 characters

Custom Fields

6 characters

Class Types

6 characters

Site s

4 characters

Work Groups

4 characters


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Program Design

20.3 Program Design Service Manager is an advanced application for Sage Acac ERP. The database views were developed using the programming language "C". The interfaces were developed using the programming language "Visual Basic". The reports were developed using Crystal Report Writer.

File Structure All Service Manager database files are created and controlled by the database driver used by the version of Sage Acac ERP that is installed (for more information, please consult the Sage Acac ERP documentation). The program files for Service Manager are installed in the ACAC Program Directory and will be configured during installation.

Installation Locations Service Manager Programs are typically installed to: <X>:\Program Files\ACAC\VM<99x> Reports are typically installed to <X:>\Program Files\ACAC\VM<99x>\ENG where <X>:\Program Files\ACAC\ is the ACAC Program Directory <X> is the drive letter of the installation <99x> is the version of Service Manager you have installed, e.g., 54A

Record Hierarchy

Document Structure Within the Document Entry program, several different kinds of Documents may be entered. These are Jobs, Sales, Quotations, Templates and Agreements. Each document has a single Document Header record (VMDH). Each Document Header can have multiple transactions. These transactions (VMDT) are maintained in a strict hierarchy and relate one to one with a secondary transaction specific to the type of transaction. For instance, if the transaction VMDT record is of type "Equipment" it will direct the program and relate to the VMDTEQ Document Equipment record. It is important to understand this concept when deg custom reports or integrating to Service Manager via external utilities. The diagram below shows the Document relationships as is visible from within Document Entry.



1001

Document Header (VMDH) Document Transaction (VMDT) - Document Phases (VMDTPH) Document Transaction (VMDT) - Document Equipment (VMDTEQ) Document Transaction (VMDT) - Document Billing (VMDTBL) Document Transaction (VMDT) - Document Services (VMDTSV) Document Transaction (VMDT) - Document Items (VMDTIT) Posting Structure When a Document is posted, the Document Entry program will determine which lines will post, and to what type of Posting Document. There are three types of Posting Documents: Invoices, Credit Notes and Cost Only Documents. The Posting function can generate all three types of documents simultaneously during the one Post function. The Posting Structure is almost identical to the Document Structure with the exception that the Posting Structure stores Posting information only. The following outlines the Posting table relationships: Posting Header (VMPH) Posting Transaction (VMPT) - Posting Phases (VMPTPH) Posting Transaction (VMPT) - Posting Equipment (VMPTEQ) Posting Transaction (VMPT) - Posting Billing (VMPTBL) Posting Transaction (VMPT) - Posting Services (VMPTSV) Posting Transaction (VMPT) - Posting Items (VMPTIT) Database Field Naming Convention There are seven different data types that are used in Service Manager and stored in the database. These are Booleans (Yes / No), BCD (Binary Code Decimal) Numbers, Integer Numbers, Long Numbers, Dates, Times and Monetary values. The following list provides the prefix that is used throughout Service Manager to identify these fields. This concept will be useful when determining the type of data a field stores when developing custom reports. Prefix

Type

SW

Boolean (Y/N)

NM

BCD Number

WD

Integer (2 bytes)

LN

Long Integer (4 bytes)

DT

Date

TM

Time

MN

Monetary

Design Structure There are essentially three layers to the Service Manager Design Structure: Interface, View and Database. The first layer is the Interface layer (visible screens), which are executables that are run from the Sage Acac ERP desktop. Some Interface programs can call other separate programs. The second layer is the View layer. The View layer ties in heavily with the Interface layer and allows data from the database to be displayed on the Interfaces in accordance with Business Logic rules validated by the Views. The third layer is the Database layer, which is accessed by the View layer and controlled through Sage Acac ERP Application Program Interface (API) calls. Service Manager is independent of the database being used and inherits the Database from whichever System Manager is installed. Some views use a concept known as Calculated Fields. These are fields (exposed by the View) like normal fields that have been calculated from the value of other fields in the record. These types of fields are not physically stored in the database, but are recalculated automatically. Calculated Fields are not available to external (non Sage Acac ERP) programs such as Crystal Report Writer.


1002

Program Design

Custom Controls (OCXs) There are three custom controls used in the Service Manager Interface programs. These are : · Technisoft Mask Control (TSMASK2.OCX) · Technisoft Find Control (TSFIND2.OCX) · Technisoft Grid Control (TSGRID2.OCX) These files will be installed in the Windows System directory during Installation or Workstation Setup. These files must be ed on each PC running Service Manager.

Custom Library Files (DLLs) There are ten custom library programs that are used in Service Manager to perform common and specific tasks. These are located in the Service Manager Program Directory, typically: <X>:\Program Files\ACAC\VM<99x> where <X>:\Program Files\ACAC\ is the ACAC Program Directory <X> is the drive letter of the installation <99x> is the version of Service Manager you have installed, e.g., 54A The filenames of the library files are listed below: Library Program

Title

vm<99x>uis.dll

Service Manager <99x> Interface Server

vm<99x>dts.dll

Service Manager <99x> Document Tree Server

vm<99x>grs.dll

Service Manager <99x> Graphics Server

vm<99x>cfs.dll

Service Manager <99x> Custom Fields Server

vm<99x>pss.dll

Service Manager <99x> Posting Server

vm<99x>nts.dll

Service Manager <99x> Notation Server

vm<99x>tms.dll

Service Manager <99x> Time Server

vm<99x>qcs.dll

Service Manager <99x> Quick Create Server

Vm<99x>sds.dll

Service Manager <99x> Schedule Server

Vm<99x>mts.dll

Service Manager <99x> Meter Entry Server

These DLLs are ed on each workstation during workstation setup.



1003

20.4 Data Views The following tables list all the Service Manager data views and tables that have a physical store to the database. Process only related views are not included. This information will be useful if you want to write customized reports or macros. Refer to the Sage Acac ERP SDK documentation for instructions about accessing the data views for the Sage Acac ERP modules used in conjunction with Service Manager - s Receivable, s Payable, General Ledger, Inventory Control, and so on. Note: · If a table does not exist, the view is a calculated view or superview. · A full Data Dictionary is available in the context-sensitive Help file that is displayed when you press F1 on any Service Manager screen. It is also available in the online Service Manager Guide which can be accessed at the Technisoft website at http://www.technisoft.com.au//Documentation.aspx. You must be logged in as a Business Partner before you can access the online documentation at the Technisoft website. By View ID View

DLL Name

Title

VM0001

VMOPT1

Company Options

VM0002

VMOPT2

Number Options

VM0004

VMWGEM

Work Group Employees

VM0005

VMSTAT

Statistics

VM0006

VMCLAS

Class Types

VM0007

VMTYPE

Job Types

VM0008

VMDEPT

Work Groups

VM0009

VMEMPL

Employees

VM0010

VMSERV

Services

VM0011

VMSCTR

Service Centers

VM0012

VMMODL

Models

VM0013

VMFALT

Faults

VM0014

VMPHAS

Job Phases

VM0015

VMSITE

Sites

VM0016

VMEQUP

Equipment

VM0018

VMAGRE

Agreements

VM0019

VMTYPH

Job Type Phases

VM0020

VMSCHD

Schedules

VM0021

VMFSOL

Fault Solutions

VM0022

VMFSYM

Fault Symptoms

VM0023

VMMUPC

Item Relationships

VM0024

VMSIEM

Site Assignments

VM0025

VMCONT

Site s

VM0026

VMFMOD

Fault Models

VM0027

VMAGSI

Agreement Sites

VM0028

VMAGEQ

Agreement Equipment

VM0029

VMMMHD

Basic Maintenance Headers

VM0030

VMMMDT

Basic Maintenance Details

VM0031

VMSICA

Site Categories

VM0032

VMCFOH

Custom Fields Header

VM0033

VMCFOD

Custom Fields Details


1004

Data Views

View

DLL Name

Title

VM0034

VMCFOC

Custom Fields Contents

VM0035

VMMODC

Model Components

VM0036

VMSUBC

Subcontractors

VM0037

VMEQCM

Equipment Components

VM0038

VMPRIC

Service Pricing

VM0039

VMMODA

Model Accessories

VM0040

VMSVTX

Service Tax Authorities

VM0041

VMSYMP

Symptoms

VM0042

VMSOLU

Solutions

VM0043

VMEMSK

Employee Skills

VM0044

VMSIAU

Site Audits

VM0045

VMCATG

Categories

VM0046

VMSHPV

Ship Via

VM0047

VMSMTH

Shipping Methods

VM0048

VMPTSK

Phase Check List

VM0049

VMMTTY

Meter Type

VM0050

VMDH

Document Header

VM0051

VMCOMM

Commission Transactions

VM0052

VMINHD

Document Notations

VM0053

VMINDT

Document Notation Details

VM0054

VMRMIT

Remittance Receipts

VM0055

VMWCLM

Warranty Claims

VM0056

VMSCHT

Schedule Transactions

VM0057

VMDBHD

Document Budget Headers

VM0058

VMDBDT

Document Budget Details

VM0059

VMBGRP

Billing Retrieval Lines

VM0060

VMDT

Document Transaction

VM0061

VMDTPH

Document Phases

VM0062

VMDTEQ

Document Equipment

VM0064

VMDTFR

Document Fault Registrations

VM0067

VMDTBL

Document Billings/Tasks

VM0068

VMDTSV

Document Services

VM0069

VMDTIT

Document Items

VM0070

VMDTSN

Document Serial Numbers

VM0071

VMDTBA

Document Task Activities

VM0075

VMDTCL

Document Transaction Classes

VM0080

VMPH

Posting Headers

VM0082

VMCOHD

Posting Comment Headers

VM0083

VMCODT

Posting Comment Details

VM0090

VMPT

Posting Transaction

VM0091

VMPTPH

Posting Phases

VM0092

VMPTEQ

Posting Equipment

VM0097

VMPTBL

Posting Billings

VM0098

VMPTSV

Posting Services

VM0099

VMPTIT

Posting Items

VM0100

VMPTSN

Posting Serial Numbers

VM0110

VMRESA

Assignments



View

DLL Name

Title

VM0111

VMRESS

Resource Schedules

VM0112

VMREST

Resource Time Estimates

VM0113

VMRESC

Resource Time Actuals

VM0120

VMDPHD

Document Project Headers

VM0125

VMDPDT

Document Project Details

VM0130

VMRH

RA Headers

VM0131

VMRTEQ

RA Equipment

VM0132

VMRTFR

RA Fault Registrations

VM0133

VMRTAC

RA Accessories

VM0134

VMRTSH

RA Shipments

VM0140

VMDAAU

Document Adjustment Audits

VM0150

VMLOG

Log Entries

VM0160

VMSLOC

Site Locations

VM0161

VMMODM

Model Meters

VM0163

VMTASK

Tasks

VM0164

VMTSKA

Task Activities

VM0165

VMTSKS

Task Skills

VM0166

VMSMEH

Maintenance Entity Headers

VM0167

VMSMEC

Maintenance Entity Conditions

VM0168

VMSMET

Maintenance Entity Tasks

VM0169

VMSMES

Maintenance Entity Period Group

VM0170

VMMCYR

Maintenance Calendars

VM0171

VMMD

Maintenance Calendar Periods

VM0175

VMMCLL

Maintenance Calendar Labor Loading

VM0176

VMMCIL

Maintenance Calendar Item Loading

VM0178

VMWSGH

Worksheet Grouping Headers

VM0179

VMWSGD

Worksheet Group Details

VM0180

VMMWSB

Maintenance Worksheets

VM0181

VMMWSS

Worksheet Sites

VM0182

VMMWST

Worksheet Tasks

VM0190

VMAGPL

Agreement Plans

VM0193

VMAGCV

Agreement Cover

VM0195

VMMTRM

Equipment Meters

VM0196

VMMTRA

Equipment Meter Readings

VM0201

VMEODT

Posting List

VM0202

VMSTAP

Post Statistics

VM0203

VMDEAH

EOD Posting Journal Headers

VM0204

VMDEAD

EOD Posting Journal Details

VM0205

VMSNHT

Serialized Inventory Holding Record

VM0207

VMSHAH

Sales History Activity Headers

VM0208

VMSHAD

Sales History Activity Details

VM0209

VMWCHS

Warranty Claims History

VM0211

VMRWRK*

Report Work View

VM0212

VMESUM

Employee Summary

VM0250

VMPREQ

Purchase Requisitions

VM0410

VMIPRS

Online Presentation Strings

Note: Files denoted with * are temporary files only. These files are usually empty.


1005

1006

Data Views

By DLL Name DLL Name

View

Title

VMAGCV

VM0193

Agreement Cover

VMAGEQ

VM0028

Agreement Equipment

VMAGPL

VM0190

Agreement Plans

VMAGRE

VM0018

Agreements

VMAGSI

VM0027

Agreement Sites

VMBGRP

VM0059

Billing Retrieval Lines

VMCATG

VM0045

Categories

VMCFOC

VM0034

Custom Fields Contents

VMCFOD

VM0033

Custom Fields Details

VMCFOH

VM0032

Custom Fields Header

VMCLAS

VM0006

Class Types

VMCODT

VM0083

Posting Comment Details

VMCOHD

VM0082

Posting Comment Headers

VMCOMM

VM0051

Commission Transactions

VMCONT

VM0025

Site s

VMDAAU

VM0140

Document Adjustment Audits

VMDBDT

VM0058

Document Budget Details

VMDBHD

VM0057

Document Budget Headers

VMDEAD

VM0204

EOD Posting Journal Details

VMDEAH

VM0203

EOD Posting Journal Headers

VMDEPT

VM0008

Work Groups

VMDH

VM0050

Document Header

VMDPDT

VM0125

Document Project Details

VMDPHD

VM0120

Document Project Headers

VMDT

VM0060

Document Transaction

VMDTBA

VM0071

Document Task Activities

VMDTBL

VM0067

Document Billings/Tasks

VMDTCL

VM0075

Document Transaction Classes

VMDTEQ

VM0062

Document Equipment

VMDTFR

VM0064

Document Fault Registrations

VMDTIT

VM0069

Document Items

VMDTPH

VM0061

Document Phases

VMDTSN

VM0070

Document Serial Numbers

VMDTSV

VM0068

Document Services

VMEMPL

VM0009

Employees

VMEMSK

VM0043

Employee Skills

VMEODT

VM0201

Posting List

VMEQCM

VM0037

Equipment Components

VMEQUP

VM0016

Equipment

VMESUM

VM0212

Employee Summary

VMFALT

VM0013

Faults

VMFMOD

VM0026

Fault Models

VMFSOL

VM0021

Fault Solutions

VMFSYM

VM0022

Fault Symptoms

VMINDT

VM0053

Document Notation Details

VMINHD

VM0052

Document Notations



DLL Name

View

Title

VMIPRS

VM0410

Online Presentation Strings

VMLOG

VM0150

Log Entries

VMMCIL

VM0176

Maintenance Calendar Item Loading

VMMCLL

VM0175

Maintenance Calendar Labor Loading

VMMD

VM0171

Maintenance Calendar Periods

VMMCYR

VM0170

Maintenance Calendars

VMMMDT

VM0030

Basic Maintenance Details

VMMMHD

VM0029

Basic Maintenance Headers

VMMODA

VM0039

Model Accessories

VMMODC

VM0035

Model Components

VMMODL

VM0012

Models

VMMODM

VM0161

Model Meters

VMMTRA

VM0196

Equipment Meter Readings

VMMTRM

VM0195

Equipment Meters

VMMTTY

VM0049

Meter Type

VMMUPC

VM0023

Item Relationships

VMMWSB

VM0180

Maintenance Worksheets

VMMWSS

VM0181

Worksheet Sites

VMMWST

VM0182

Worksheet Tasks

VMOPT1

VM0001

Company Options

VMOPT2

VM0002

Number Options

VMPH

VM0080

Posting Headers

VMPHAS

VM0014

Job Phases

VMPREQ

VM0250

Purchase Requisitions

VMPRIC

VM0038

Service Pricing

VMPT

VM0090

Posting Transaction

VMPTBL

VM0097

Posting Billings

VMPTEQ

VM0092

Posting Equipment

VMPTIT

VM0099

Posting Items

VMPTPH

VM0091

Posting Phases

VMPTSK

VM0048

Phase Check List

VMPTSN

VM0100

Posting Serial Numbers

VMPTSV

VM0098

Posting Services

VMRESA

VM0110

Assignments

VMRESC

VM0113

Resource Time Actuals

VMRESS

VM0111

Resource Schedules

VMREST

VM0112

Resource Time Estimates

VMRH

VM0130

RA Headers

VMRMIT

VM0054

Remittance Receipts

VMRTAC

VM0133

RA Accessories

VMRTEQ

VM0131

RA Equipment

VMRTFR

VM0132

RA Fault Registrations

VMRTSH

VM0134

RA Shipments

VMRWRK

VM0211*

Report Work View

VMSCHD

VM0020

Schedules

VMSCHT

VM0056

Schedule Transactions

VMSCTR

VM0011

Service Centers


1007

1008

Data Views

DLL Name

View

Title

VMSERV

VM0010

Services

VMSHAD

VM0208

Sales History Activity Details

VMSHAH

VM0207

Sales History Activity Headers

VMSHPV

VM0046

Ship Via

VMSIAU

VM0044

Site Audits

VMSICA

VM0031

Site Categories

VMSIEM

VM0024

Site Assignments

VMSITE

VM0015

Sites

VMSLOC

VM0160

Site Locations

VMSMEC

VM0167

Maintenance Entity Conditions

VMSMEH

VM0166

Maintenance Entity Headers

VMSMES

VM0169

Maintenance Entity Period Group

VMSMET

VM0168

Maintenance Entity Tasks

VMSMTH

VM0047

Shipping Methods

VMSNHT

VM0205

Serialized Inventory Holding Record

VMSOLU

VM0042

Solutions

VMSTAP

VM0202

Post Statistics

VMSTAT

VM0005

Statistics

VMSUBC

VM0036

Subcontractors

VMSVTX

VM0040

Service Tax Authorities

VMSYMP

VM0041

Symptoms

VMTASK

VM0163

Tasks

VMTSKA

VM0164

Task Activities

VMTSKS

VM0165

Task Skills

VMTYPE

VM0007

Job Types

VMTYPH

VM0019

Job Type Phases

VMWCHS

VM0209

Warranty Claims History

VMWCLM

VM0055

Warranty Claims

VMWGEM

VM0004

Work Group Employees

VMWSGD

VM0179

Worksheet Group Details

VMWSGH

VM0178

Worksheet Grouping Headers


Glossary and Acronym List

1009

Chapter 21: Glossary and Acronym List AP, A/P

Sage Acac ERP s Payable module

AR, A/R

Sage Acac ERP s Receivable module

Billing Template

A Billing Template provides a means of defining reusable Billing Groups which include Services, Items, Notations, etc. Billing Groups from the Template can then be inserted into a Document. Billing Templates are used to avoid repetitive data entry, improving both accuracy and efficiency.

CRA

Customer Return Authorization. A CRA can only have that customer's equipment on it. Related Topics: RA 1009 .

Document Template

A Document Template is a "master" Document from which new Documents can be created, e.g., you can create a Job or Quotation from a Template that contains a set of frequently used Phases, Assignments, Billing, Notations, etc.

IC, I/C

Sage Acac ERP Inventory Control module

GL, G/L

Sage Acac ERP General Ledger module

Meter Agreement

Meter Agreements can be used to process the automatic billing of Meter readings. Meters are often read on a recurring basis and the Meter Document is processed based on the meter values logged at the time of reading. Service and Item detail lines on a Meter Agreement can be set up to allow for many different types of calculations based on the usage or reading value. These can then be used to raise an Invoice document based on these calculations.

MRA

Manufacturer Return Authorization. An MRA can have many customers' equipment on it going back to the one manufacturer/vendor. Related Topics: RA 1009 .

PO, P/O

Sage Acac ERP Purchase Orders module

RA

Return Authorizations (RAs) are tracking documents generally used to return Equipment requiring service from your Customer to your Service Company (a CRA 1009 ) or from your Service Company to the Equipment Manufacturer or Vendor (an MRA 1009 ).

Site Agreement

Site Agreements are Contracts sold to Customers in advance. They allow you to cover Services or Items that may be billed to Jobs covered by an Agreement during the term of that Agreement. i.e., the Customer will not be charged for the Services or Items provided, effectively having prepaid for them when purchasing the Agreement in advance.

SM, S/M

Sage Acac ERP System Manager module

SN, S/N

Sage Acac Options Serialized Inventory module

UPC

Universal Product Code (bar code)

VM, V/M

Service Manager

Warranty Agreement

Warranty Agreements relate to agency arrangements you have with Manufacturers or Vendors of Equipment you service. They cover Equipment only, and can be used to maintain claims to the Manufacturer of the Equipment for service work and parts used to repair the Equipment covered under Manufacturer warranty.


Optional Add-On Products

1011

Chapter 22: Optional Add-On Products There are a number of optional add-on products available for Service Manager: · · · · · ·

Advanced Maintenance Add-On 1012 Employee Web Portal Add-On 1140 Service Manager for PDA 1199 Purchase Orders Add-On 1284 Service Center Add-On 1319 Serialized Inventory Add-On 1335

Also, check out our exciting new product - Technisoft Report Manager. Manage and print custom Sage Acac ERP Crystal reports from a central point; set up -friendly report interfaces and much, much more... If you are an End and would like more information about any of these products, please your Sage Acac Solution Provider 4 . If you are a Business Partner and would like more information about any of these products, please Technisoft 4 at [email protected].


1012

Advanced Maintenance Add-On

22.1 Advanced Maintenance Add-On Welcome to the Service Manager Advanced Maintenance Add-On.

22.1.1 Overview Introduction The Service Manager Advanced Maintenance Add-On is an optional Service Manager product. It enhances the existing Service Manager maintenance functions with a full Task and Activity based preventative maintenance system. It is ideal for large facility management applications such as in hospitals, hotels, refineries, mining sites and vehicle fleet management. There are three basic types of Advanced Maintenance: Frequency or Schedule based maintenance; Conditional Maintenance triggered by certain criteria such as dates and meter reads; and Interval Maintenance which is based on certain predefined intervals. Conditional and Interval Maintenance include predictive calculations as well. Predictive calculations are based on average meter readings or period between maintenance. Maintenance can be set up at Site and/or Equipment level. Maintenance can also be set up at Model level and then published to all Equipment of that Model. New Equipment will inherit the preventative maintenance plan set up for the Model. Subsequent modifications to a Model's maintenance plan can be republished across all Equipment of that Model type. Maintenance for a particular Equipment record can be individually tailored as necessary. Maintenance can be scheduled by Site Location, Discipline, Period Groups, Levels, and can be linked to Service Level Agreements. e.g., Complete maintenance in Building 2, Radiology, Level 2, Room 11, for Electrical discipline only. Maintenance planning can also be determined using any of the following additional filters: Employee, Subcontractor, Equipment, Task, Discipline, Period, Site, Location, Level, Model, Model Group, and Zone. Loadings for an entire year can be calculated in advance to determine resource requirements for employee & contractor labor and parts usage. Full profitability can be determined by period or in aggregate. Loadings and profitability can be broken down by various filters including disciplines, e.g., electrical, hydraulics or engineering disciplines, or locations at a site, such as radiology department, emergency department, etc. Maintenance is Task based. Tasks can include unlimited Activities. There are four basic Activity types: a Check Procedure, a Numeric Measurement, Text Input or a Question. Tasks include customizable statuses, priorities, assignment details, required skill sets and notations. Notations can include file attachments such as manuals, schematics, layouts or safety documents. Task Billing Templates can be used to auto load predefined parts, services, labor charges and notations related to the Task, directly to a Job. This saves time, avoiding entry of repetitive information, and ensures that a minimum of standard information is always available to the . Setting up maintenance for subsequent years is easy as data does not need to be re-entered. Simply insert a new Calendar period and the previous maintenance plan is inherited. Preventative maintenance can link directly to Service Level Agreements in Service Manager allowing calculation of true profitability. Advanced Maintenance Jobs created can be scheduled using Job Manager. (Refer to the Service Manager Guide: Job Manager 507 topic.) When the Service Manager Advanced Maintenance Add-On is installed, a new tree node called V/M Maintenance is added to the Sage Acac ERP desktop. This contains setup, processing and reporting icons relevant to the Advanced Maintenance Add-On.

Installing the Service Manager Advanced Maintenance Add-On allows Service Manager to generate and manage Advanced Maintenance Jobs directly from within Service Manager.



1013

Maintenance Jobs created in the Document system can be identified by reference to a Worksheet number created in the Advanced Maintenance Add-On. The Worksheet number is unique and provides full reconciliation and tie back between the Job system and Advanced Maintenance Add-On programs. The current status of a preventative maintenance Job in Service Manager is always visible in the Document tree. There are many reports available in the Advanced Maintenance module listing Jobs due, Tasks and Activities on those Jobs, loadings (requirements for parts, services and labor) for future maintenance, setup reports and more. Custom reports can also be created using Crystal Reports. When an Advanced Maintenance Job is posted to the Job system, the Billing Group node in a Job doubles as a Task Billing Group node. That means that task profitability can be monitored. Billing Groups can contain items, services, labor, and contractor charges, as well as notations. In a typical scenario, a preventative maintenance Job may be created for an Equipment record. The preventative maintenance on that Equipment record may require that five tasks be completed. These will be displayed in the Job as separate Task Billing Groups under the Equipment node in the Job tree and will contain all relevant information such as activities to be performed, notes, skills required, relevant dates, etc. Security levels for the Advanced Maintenance Add-On include access to setup, and processing functions. If a has access to setup they will be able to modify maintenance plans. If a has access to the Calendar and Worksheet functions they will be able to post Jobs into the Job system. The Advanced Maintenance Add-On is full multicurrency, converting transactions into the Client currency and converting costs to Home or Functional currency when new Jobs are created. Price lists, including special pricing, as well as tax jurisdictions are also maintained during Job creation. The Service Manager Advanced Maintenance Add-On increases productivity and efficiency as well as providing audit and ability in the Preventative Maintenance Job workflow cycle.

Further Information If you are an End and would like more information about this product, please your Sage Acac Solution Provider 4 . If you are a Business Partner and would like more information about this product, please Technisoft 4 at [email protected].

22.1.2 Licensing and Product Registration To use the Service Manager Advanced Maintenance Add-On, you must purchase the product and then it. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: Service Manager Advanced Maintenance Add-On functionality will only be available if the product has been ed and activated.


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22.1.3 Advanced Maintenance Setup



1015

Advanced Maintenance setup consists of the following steps: 1. Set up Site Locations 1015 (V/M Setup » V/M Sites » Site Profile » Callout tab) 2. Assign s to Locations 1017 as applicable (V/M Setup » V/M Sites » Site s » Profile tab) 3. Assign Equipment to Locations 1019 as applicable (V/M Setup » V/M Equipment » Equipment » Processing tab) 4. Set up Maintenance Class Types 1022 Period Groups and Task Disciplines (V/M Setup » V/M General » Class Types) 5. Set up Maintenance Calendars 1028 (V/M Maintenance » Maintenance Calendar (only set up once when configuring the system) 6. Set up Tasks 1044 (V/M Setup » V/M General » Tasks » Site Related and Model/Equipment Related) 7. Set up Task Statuses 1060 (V/M Setup » V/M General » Options » Descriptions tab) 8. Maintenance Setup 1061 (V/M Maintenance » Maintenance Setup » Site & Equipment and Models) 9. Set up Worksheet Grouping Rules 1083 (V/M Maintenance » Worksheet Setup)

22.1.3.1 Setting up Site Locations Site Locations are used to pinpoint the location of Site s and Equipment at a Site. Locations are then used when scheduling preventative maintenance. Locations can also be printed on Work Order - Job Cards 925 to help a technician/engineer find the relevant Equipment at the Site. Site Location setup is available from the Sage Acac ERP desktop as follows:

»

»

Site Locations are set up in the Callout tab.

Example With the setup below, a Site or piece of Equipment could be located, for example, in the Radiology Department in Room # 55 on Floor Level 3 of Block B.


1016


Primary Area 1

Enter a description for Primary Location 1. Primary Location 1 is usually the highest level that can be used to describe a location at the site. Next enter as many Primary Location 1 records as required. Click in the list box area and press Insert to add a new entry. Type in a description as applicable. In the example above, the Primary Area 1 is called "Building". The building has many Blocks. Equally, instead of using Blocks, the primary area could have been described by using building numbers. e.g., Building 1, Building 2.



1017

Primary Area 2

Enter a description for Primary Location 2. Primary Location 2 is a secondary area within Primary Location 1. Next enter as many areas within Primary Location 2 as required. Click in the list box area and press Insert to add a new entry. Type in a description as applicable. In the example above, the Primary Area 2 is called "Department". The building may have many departments located within a building. Secondary Area 1

Secondary Area 1 is used to further categorize areas with Primary Location 1. Type in a description (only) to describe another level within Primary Location 1. When locating Equipment records at a Site, the Secondary Area 1 description will default and the operator will be required to put a value against this description, or leave it blank. Secondary Area 2

Secondary Area 1 is used to further categorize areas with Primary Location 2. Type in a description (only) to describe another level within Primary Location 2. When locating Equipment records at a Site, the Secondary Area 2 description will default and the operator will be required to put a value against this description, or leave it blank.

22.1.3.2 Asg s to Locations Once you have set up Site Locations, you can then assign Site s to a specific Location at the Site. Asg a to a Location is not mandatory and the Location fields may be left blank. Site Location setup for Site s is available from the Sage Acac ERP desktop as follows:

»

»

Site Locations are set up in the Profile tab.


1018


Related Topics For additional information, refer to the following topics in the Service Manager Guide: · Setup Programs » V/M Sites » Site s 848 · Setup Programs » V/M Sites » Site Profile » Setting up Site Locations

861

Example In the example below, Rosie Mason is located in the Emergency Department in Room # 2B on Floor Level 1 of Block A. Note that the Site Location field labels - Building, Department, Floor Level, Room # and their values - are Site specific, having been defined in Site Profile 848 .



1019

Building

Selecting the Building drop-down list reveals the Primary Location 1 Areas previously created when setting up Site Locations. Select a Building Location to describe where the is located. Department

Selecting the Department drop-down list reveals the Primary Location 2 Areas previously created when setting up Site Locations. Select a Department Location to describe where the is located. Floor Level / Room #

Type the Floor Level number where the is located at Primary Location 1. Type the Room # where the is located at Primary Location 2.

22.1.3.3 Asg Equipment to Locations Once you have set up Site Locations, you can then assign Equipment to a specific Location at the Site. Asg Equipment to a Location is not mandatory and the Location fields may be left blank. Site Location setup for Equipment is available from the Sage Acac ERP desktop as follows:

»

»

Site Locations are set up in the Processing tab.


1020


Related Topics For additional information, refer to the following topics in the Service Manager Guide: · Setup Programs » V/M Equipment » Equipment 705 · Setup Programs » V/M Sites » Site Profile » Setting up Site Locations 861 Example In the example below, Equipment 000001 is located in the Pediatric Department in Room # 45 on Floor Level 2 of Block B. Note that the Site Location field labels - Building, Department, Floor Level, Room # and their values - are Site specific, having been defined in Site Profile 848 .



1021

Building

Selecting the Building drop-down list reveals the Primary Location 1 Areas previously created when setting up Site Locations. Select a Building Location to describe where the Equipment is located. Department

Selecting the Department drop-down list reveals the Primary Location 2 Areas previously created when setting up Site Locations. Select a Department Location to describe where the Equipment is located. Floor Level / Room #

Type the Floor Level number where the Equipment is located at Primary Location 1. Type the Room # where the Equipment is located at Primary Location 2. Component Equipment If the Equipment is a Component record.

187 ,

then you can copy the Site Locations from the parent Equipment

If the Equipment is a parent, then you can copy the parent Site Locations to all the component records.

Note: These buttons will not be visible if the Equipment is not a parent or Component.


1022


22.1.3.4 Setting up Maintenance Class Types There are two Class Types that relate to Advanced Maintenance - Period Group - though Task Discipline is not exclusive to Advanced Maintenance.

1022

and Task Discipline

1025

Class Type setup is available from the Sage Acac ERP desktop:

»

»

For further information about setting up Class Types, refer to the Service Manager Guide: Class Type Setup 777 topic - Setup Programs » V/M General » Class Types.

22.1.3.4.1 Period Groups

»

»

» Maintenance » Period Group

Period Groups are used to include or exclude certain maintenance processes from normal scheduling. A simple example might be to create a Period Group for each month of the year. When setting up maintenance for a company, it may be that maintenance during January is not possible as the office is too busy during that time. It would be possible to set up a standard maintenance schedule for the entire year, but exclude January from the normal cycle using Period Group exclusion. Similarly, by setting up a Period Group for each season in the year, it would possible to exclude maintenance during winter months when access due to prevailing weather conditions may not permit normal maintenance to be carried out. Period Groups are assigned to Maintenance Periods in Maintenance Calendar Setup


1028

.


Setting up Period Groups

Select Grouping: Document and Type: Period Group. Enter a Period Group Classification, e.g., JAN, and then click Go

.

Enter a Description for the new Period Group and Comments if required.


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1024


Click [Add]. Use the Finder

to display all existing Period Group records.



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22.1.3.4.2 Task Disciplines

»

»

» Document » Task Discipline

Task Disciplines are used to classify Tasks into their various Disciplines - Electrical, Engineering, etc. That way, scheduled preventative maintenance can be filtered by Discipline and Jobs can subsequently be created by Discipline. Profitability can be analyzed by Discipline, resource requirements including prediction of loadings for parts and labor can be determined by Discipline and custom reports can be created by Discipline. A Task Discipline is assigned to a Task in Task Setup

1044

.


1026


Setting up Task Disciplines

Select Grouping: Document and Type: Task Discipline. Enter a Discipline Classification, e.g., ELEC, and then click Go

.

Enter a Description for the new Discipline and Comments if required.



Click [Add]. Use the Finder

to display all existing Task Discipline records.


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1028


22.1.3.5 Maintenance Calendar Setup

» Maintenance Calendars represent time periods allocated to the maintenance process. A maintenance calendar would typically cover a one-year fiscal or calendar period and consist of 52 x weekly or 12 x monthly periods. What should I set up as calendar periods? Calendar periods define "processing points". For example, "I want to process all Maintenance Tasks that are due next week." In that case, you would need to set up a weekly calendar. With a weekly calendar, statistics would be available for each week in the calendar showing estimated and actual (when available) profitability and resource commitment. If meter reads are taken regularly and those reads may result in the creation of a maintenance Job, then we recommend that the calendar be created and processed on a weekly basis. This ensures that it is no longer than a week before the resultant Job is processed. If maintenance is purely schedule based, then it would likely be sufficient to set up a monthly calendar and create and process all maintenance for the month. Maintenance Calendar periods can be based on a Fiscal Calendar or custom-defined. If you create a Maintenance Calendar based on a Fiscal Calendar, then the number of periods created will be based on the number of Fiscal Periods in the Fiscal Calendar. For example, if there are 12 x Fiscal Periods in the Fiscal Calendar - one for each month - then 12 x Calendar periods will be created. To custom-define Maintenance Calendar periods, you need to specify the start and end dates of the Calendar and then create weekly, biweekly, monthly, bimonthly, quarterly or half-yearly periods within the Calendar period. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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The Maintenance Calendar program has several uses: · to set up Maintenance Calendars · to post Maintenance Tasks due in the next unposted (unprocessed) Maintenance Period to Worksheets · to display statistics, revenue, costs and profitability by Maintenance Period and in total for the entire Maintenance Calendar period. Graphs are available showing: Estimated and Actual Duration by month or period, Estimated and Actual Utilization by month or period, Predicted and Actual Task Counts by month or period, Estimated and Posted Revenue by month or period, Predicted and Actual Site Count by month or period, Predicted and Actual Equipment Count by month or period. This topic however concentrates solely on how to set up Maintenance Calendars.

Related Topics Maintenance Calendar Toolbar

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Maintenance Calendar Options

1093

Entering Meter Readings

1095

Posting Due Maintenance Tasks to Worksheets

1096

Tracking the Processing Status of Maintenance Periods Viewing Maintenance Period Statistics and Totals Maintenance Calendar Graphs

1097

1098

1098

Refreshing Maintenance Loading Tables, Statistics, Totals and Status values Maintenance Calendar Listing

1099

1123

Creating a Maintenance Calendar Click the Maintenance Calendar desktop icon.

The Maintenance Calendar window will be displayed.

Type a new Calendar Code and then click Go be displayed.

. The Create New Maintenance Calendar window will


1030


Change the Calendar Description if required. If you want to assign periods to a Period Group, tick the Use Period Grouping check box. Refer Setting up Maintenance Class Types 1022 and Asg Period Groups to Periods 1040 . Maintenance Calendar periods can be based on a Fiscal Calendar defined in Common Services/Fiscal Year or created manually by choosing a period frequency for a given date range. Basing a Maintenance Calendar on a Fiscal Calendar

To base Maintenance Calendar periods on a Fiscal Calendar, select Based on a Fiscal Calendar. Click [Next]. The Fiscal Calendar window will be displayed.



Click the Finder

1031

icon to list the available Fiscal Calendars.

Double-click the Fiscal Year required, for example, 2007. The Fiscal Year selected will show in the Fiscal Calendar field. Click Go to continue. A preview of the Maintenance Calendar periods that will be created is shown in the Period Preview. If, for example, there are 12 x Fiscal Periods in the Fiscal Calendar - one for each month - then 12 x calendar periods will be created.


1032


To delete a period, highlight it and then press Delete. Note: Periods must be contiguous, i.e., all periods within the Maintenance Calendar must be covered. If you delete a period, the next or previous period will adjust its Start/End dates to cater for the deleted period when the periods are actually created. Periods can be added and modified after the Maintenance Calendar has been created. Click [Accept] to continue. Creating Periods in a Maintenance Calendar Manually

To create periods in a Maintenance Calendar manually, select Specify Periods Manually for Calendar. Click [Next]. The Insert Periods window will be displayed.



1033

Select the Start and End dates of the Maintenance Calendar. The Start date will default to the day after the end date of the most recent calendar. The End date will be based on the total period of the most recent calendar. If this is the first Maintenance Calendar then the Start date will default to January 1 of the current year and the End date will default to December 31 of the current year. Note: Maintenance Calendar Periods cannot overlap. You can create weekly, biweekly, monthly, bimonthly, quarterly or half-yearly periods. The Start date of the first period created will be the Start date of the Maintenance Calendar; the End date of the last period created will be the End date of the Maintenance Calendar. Select the required Period Base and then click Go that will be created is shown in the Period Preview.

. A preview of the Maintenance Calendar periods

The example below shows Weekly periods that will be created for Calendar Year 2007, i.e., Jan 1, 2007 - Dec 31, 2007. Note: If you create Weekly periods for a calendar year, the 52nd period will have eight days (or nine for a leap year).


1034


To delete a period, highlight it and then press Delete. Note: Periods must be contiguous, i.e., all periods within the Maintenance Calendar must be covered. If you delete a period, the next or previous period will adjust its Start/End dates to cater for the deleted period when the periods are actually created. Periods can be added and modified after the Maintenance Calendar has been created. Click [Accept] to continue. After you click [Accept], the periods will be shown in the Maintenance Calendar. Examples are shown below.




1035

1036

Click


to save the Maintenance Calendar.

Modifying Maintenance Periods Maintenance Periods can be deleted, inserted and changed. These functions can be selected using the right-click menu, the menu bar or the toolbar. The right-click menu functions are mentioned below. Multiple periods can be selected using standard Windows Shift- and Ctrl-click functionality. Deleting a Period Highlight the period(s) to delete. Right-click on the selected period(s) and then select Delete Period. Alternatively, press Delete.



1037


Click [Yes] to continue. Inserting a Single Period To insert a single period, right-click on any period and then select Insert Period » Insert Single Period.

The Insert New Period window will be displayed.


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Enter a Description for the new period. The Start of Period will default to the Start date of the selected period. Change this as required. Select a Period Group if required.

Click [Accept] to continue. Note that periods are contiguous. They cannot overlap. The new period will split the period in which the Start of Period date of the new period falls.

Inserting Multiple Periods To insert multiple periods, right-click on any period and then select Insert Period » Insert Multiple Periods.



1039

The Insert Periods window will be displayed as in Creating Periods in a Maintenance Calendar Manually 1032 . The following example shows a preview of four periods that will be inserted.

The periods will be inserted one at a time as if you were inserting single periods. Existing periods will be split as required. Modifying a Period Highlight the period to modify. Right-click on the selected period and then select Properties » Period Properties. Alternatively, double-click the period.


1040


The Period Properties window will be displayed.

Change the period properties as required. Click [Accept] to continue.

Asg Period Groups to Periods Period Groups can be used to include or exclude certain maintenance processes from normal scheduling. If you want to assign a Period Group to a period, you must first tick the Use Period Grouping check box in the Create New Maintenance Calendar window when creating the Maintenance Calendar.



To assign a Period Group to a period, double-click a period, e.g., Item #3 below.

The Period Properties window will be displayed.


1041

1042


Use the Finder

to select a Period Group for this Period, e.g., March.



Click [Accept]. It is also possible to assign a Period Group to multiple periods. Highlight the period, e.g., Items #6-8 below.

Click

. The Maintenance Period Grouping window is displayed.

Use the Finder

to select a Period Group for this Period, e.g., Summer.


1043

1044


Click [Accept].

22.1.3.6 Setting up Tasks

»

»

Overview Tasks are used to define work requirements for particular individuals or subcontractors. Tasks can be applied to Sites, Equipment or general Activities within a Job. Although mainly oriented toward of the Service Manager Advanced Maintenance Add-On Tasks are included as part of the core Service Manager product.

1012

,

There are two types of Task: Site Related or Model/Equipment Related Site Tasks are related to general site activities, e.g., cleaning of areas, building inspections, management assessment, security or surveillance issues, environmental tests, cabling systems, light globe replacement, rubbish collection, etc. Site Tasks do not relate to specific Equipment. Equipment Tasks relate specifically to Equipment records. Tasks can be set up by Model so that Equipment of a specific Model type will inherit all Tasks for that Model. Additional Tasks can be added to specific Equipment if required. It is not possible to apply a Site Task to an Equipment record and vice versa.



1045

Ad hoc Tasks can also be created directly in the Job system at any time. The Billing attributes are set up in the Task. Billing lines are predefined using a Billing Template and are loaded into the Document tree when the Task is added to the Job. In the Service Manager Advanced Maintenance Add-On 1012 , Tasks are added to Maintenance Entities 1062 and can be applied to general Site and Equipment maintenance or to Model maintenance. A Task Manager is also included to help manage the Tasks allocated to Jobs.

Related Topics For additional information, refer to the following topics in the Service Manager Guide: Document Programs » Document Entry » Jobs » Billing Groups » Task Billing Group 196 Document Programs » Document Entry » Jobs » Billing Groups » Billing Templates 239 Management Programs » Task Manager 607 Setup Programs » V/M General » Class Types 777 Setup Programs » V/M Sites » Site Profile » Assignments tab » Standard Assignments section 855 · Setup Programs » V/M General » Employees 779 · Setup Programs » V/M General » Subcontractors 816 · · · · ·

Setting Up Tasks Click the Tasks desktop icon.



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Task Types

Select Site Related to maintain Site related Tasks or Model/Equipment Related to maintain Model/ Equipment Related Tasks. Use the Finder to locate an existing Task. The Finder will list Tasks of the selected type only - either Site Related or Model/Equipment Related.



1047

Creating a new Task

Profile tab

Task Type Select the Task Type - Site Related or Model/Equipment Related. Task Code

Enter a unique code to describe the Task. The code can be alphanumeric and up to 12 characters in length. Click Go

to begin creating the new Task record.

Active

The Active check box is ticked by default. To prevent a Task from being used for future maintenance, clear the Active check box. Existing maintenance will not trigger if a Task has been deactivated.


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Description

Enter up to a 60-character Description to describe the Task. Discipline

Select a Discipline to categorize the nature of the Task. This field may be left blank. Tasks can be organized by Discipline so that, for example, all electrical tasks are grouped by department within a building. Loadings for parts and labor requirements can be calculated by Discipline for an entire year to determine resource allocation requirements and to optimize stock management. Estimated Duration

Enter the expected Duration or standard time taken to complete the Task. This can be measured against the actual time taken to complete the Task and aids in planning for the future resource allocation and cost analysis. This field may be left blank. Specify Activities

Tick the Specify Activities for this Task check box to enable the Activities tab. Activities can then be entered against a task. A task may have unlimited activities. There are four activity types: a check procedure; a numeric measurement; text input and a question. Some tasks are self explanatory and do not require activities. Clear the Specify Activities for this Task check box if activities are not required for the task.



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Specify Skills

Tick the Specify Skills required for this Task check box to enable the Skills tab. Skills can then be specified for that Task. Skills are defined in Class Types 777 and then allocated to an Employee. It is then possible to search for an Employee with the appropriate skill set for the Task. Clear the Specify Skills required for this Task check box if skill definition is not required for a Task. Assignment Method A task can be pre-assigned to a particular Employee or Subcontractor. When a maintenance Job is processed into the system, the Employee or Subcontractor specified in the Assignment Method will auto default to the Task assignment in the Job. Assignments can be changed manually in the Job if necessary. No Assignment

Select No Assignment if assignments are not required. Site Assignment

Select Site Assignment 855 to load the Employee who is the Standard Assignment for the Site. If more than one Employee is the Standard Assignment for the Site, the first Employee in the list will be selected.


1050


Specified Employee

Select Specified Employee

779

to assign a specific Employee to the Task.

Specified Subcontractor

Select Specified Subcontractor

816

to assign a specific Subcontractor to the Task.

Shutdown Required

If an Equipment Task will require shutdown of plant and equipment, tick the Shutdown Required check box. When the Task loads to a Job, information relating to the estimated shutdown time, reason for shutdown together with applicable notes and instructions will be available in the Job.



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Reports can obtained in advance highlighting when shutdowns are due so that the appropriate action can be taken to ensure minimal disruption during the shutdown period. Safety Instruction

Enter a safety instruction up to a maximum of 250 characters to highlight any safety instruction information pertinent to the performance of the Task. Additional safety information including file attachments containing safety manuals, bulletins or compliance information can be attached to notations in the task. Activities tab The Activities tab will only be displayed if you tick the Specify Activities for this Task check box on the Profile tab. Unlimited Activities may be attached to Tasks. Task and Activity information is stored in Site and Equipment history. There are four types of Activity: · · · ·

Check Procedure Numeric Measurement Text Input Question.


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Click [Insert] to create a new Activity. The Task Activity window will be displayed. Highlight an existing Activity and then click [Remove] to delete an existing Activity. Highlight an existing Activity and then click [Properties] to view the detail of that Activity. The Task Activity window will be displayed. Tick [Copy From] to copy Activities from another Task. When editing a master Task record, inserting a new Activity will insert the Activity across all maintenance setup entities using that Task. Likewise, removing an Activity will remove the Activity from any maintenance using the selected Task. Modifying a master Task will not affect existing Tasks already loaded to Jobs. It is therefore important to plan Task setup to include the most likely to be used Activities. It is easy to include new activities in the future, but deleting existing activities is not recommended as that may impact historical transactions. If Activities exist on a Job that is still in progress, a Warning message will be displayed advising that the Activity may not be deleted until the associated Task has been completed. Deleting Activities will remove associated historic records.



1053

Creating an Activity

Check Procedure

Select Check Procedure to create an Activity to check a procedure. Enter a Caption for the Check Procedure. When a task is created on a Job, activities associated with that Task can be actioned. Where an activity is a Check Procedure, the caption specified will appear as an Activity. A Complete check box will appear with the Check Procedure caption. When the Activity has been completed, the Complete check box automatically sets the Activity status to Complete.


1054


Numeric Measurement

Click Numeric Measurement to create an Activity for taking measurements. Enter a Caption for the Numeric Measurement. When a task is created on a Job, activities associated with that Task can be actioned. Where an activity is a Numeric Measurement, the caption specified will be displayed and the will be required to enter a value for the measurement. Entering the value completes the Activity automatically by ticking the Activity Complete check box. Enter a Unit of Measure for the measurement being taken. Specify the number of Decimal Places required for measurement accuracy - up to four decimal places. A Warning range can be specified so that if the measurement value entered falls outside the Warning range, the will be prompted with a message. Type a Message (up to 250 characters) to be displayed if the measurement value entered is below the Minimum Value specified and another Message to be displayed if the measurement value entered is above the Maximum Value specified.



1055

Text Input

Click Text Input to create an Activity for entering plain text. Enter a Caption for the Text Input. When a Task is created on a Job, Activities associated with that Task can be actioned. Where an Activity is a Text Input, the Caption specified will be displayed and the will be required to type in text. Entering the text completes the Activity automatically by ticking the Activity Complete check box.


1056


Question

Click Question to create an Activity for answering a question. Enter a Caption for the Question. When a Task is created on a Job, Activities associated with that Task can be actioned. Where an Activity is a Question, the Activity Caption (question) specified will be displayed. True/False radio buttons will appear and the checks the appropriate response. Entering an answer completes the activity automatically by checking the Activity Complete check box. Notations Notations containing objects such as file attachments can be added to any Activity. Attachments are accessible from within the Activity properties. Notations are either Internal/Private or Public. Internal/Private Notations contain information for the technician/engineer; a Public Notation contains information for the Customer. Skills tab The Skills tab will only be displayed if you tick the Specify Skills required for this Task check box on the Profile tab.



1057

Tick the check box to the left of each Skill required for the relevant Activity. When a Task is created on a Job, skills associated with that task are visible. Skills are not processed anywhere and are merely used to help determine the appropriate employee/subcontractor to assign to do the work required to complete the Task. If the employee/subcontractor scheduled for the Task does not have the required skills then a Warning message will be displayed.


1058


Notations tab

Notations containing objects such as file attachments can be added to any Task and relate the the Task itself, not the Activities within the Task. Activity Notations are entered separately with the Activity. Notations are either Internal/Private or Public. Internal/Private Notations contain information for the technician/engineer; a Public Notation contains information for the Customer. Billing tab The Billing tab is where you specify billing defaults for the Task created on the Job.



1059

Clear the Automatically Load Billing when Posted to Job check box to create the Task without Billing lines. Enter or select the required Billing Template and Billing Group within the Template. Templates can bring in notations, parts and labor related to the Task and are used for loading calculations to predict part and labor usage for the period. Select the required Price List to use for billing. To specify a particular Price List, select Specify and then enter or select the Price List to use.

Select the required Supply Option.

Standard Copy - all quantities will be set in the Supply column of a detail line during copy. It is perfectly correct to use this option, but please note that if you run the Multi post program, because they are set in the Supply column, they would appear in the list for Jobs ready to invoice, when in fact they may not yet be ready. We recommend you use one of the other options if this becomes an issue for management. Back Order (Copy Estimate Only) - places all quantities on back order and zeros the supply quantity. Zero all Quantities - is self explanatory. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Override Quantities - allows you to specify a quantity. This can be useful for builds or where multiple services or items are required. Apply Multiplying Factor to Quantity - allows you to specify a multiplying factor to a quantity. Copy Posted to Supply - is self explanatory. Enter an associated Quantity if applicable. Click [Add] or [Save] as required.

22.1.3.7 Setting up Task Statuses There are two sets of Task Statuses - Task Status and Complete Task Failure Status. Task Status is used to track the status of the Task. Complete Task Failure Status is used to track the status of failed Tasks. Task Status setup is available from the Sage Acac ERP desktop as follows:

»

»

Related Topics For additional information, refer to the following topic in the Service Manager Guide: · Setup Programs » V/M General » Company Options » Descriptions tab


760


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Editing Task Statuses

To edit a Task Status description, double-click the description to change or highlight the description to change and then press Space (the keyboard spacebar). Click [Save] to save the changes.

22.1.3.8 Maintenance Setup

» Use the Maintenance Setup program to: Create Maintenance Entities

1062

Maintenance Entities consist of rules that determine when maintenance is due and define the specific Tasks to be performed to carry out the maintenance. Maintenance Entities are set up for a Site and/or Equipment at that Site. They can also be set up at Model level and then published to all Equipment of that Model. The Equipment will then inherit the Model Maintenance Entities.


1062


Using Model maintenance can be particularly handy if there is a lot of Equipment in the system of the same Model so that data entry operators do not have to re-key identical information each time. It is also possible after publishing Model maintenance, to make specific changes to certain Equipment records only, providing ultimate flexibility. For example, a troublesome Equipment may need extra Tasks performed. The publish function will not override any additional Tasks added to an Equipment maintenance record. Note: Maintenance can be set up for a Site that has nothing to do with any specific Equipment record and is related only to the site. For example, clean foyers, check fire escapes for debris, check fire alarm systems or exit signs, etc. There are four steps to setting up maintenance: 1. 2. 3. 4.

Create a Maintenance Entity 1062 Add Conditions (or triggers) to identify when maintenance is due 1064 Add Tasks that will be created as a result of the condition falling due Specify Period Groups (if applicable) 1069

Calculate and View Loadings

1068

1070

Once the Maintenance Entities have been set up for a Site, you can calculate and view Loadings for an entire Maintenance Calendar period for all or specific Equipment at a Site. Loadings are used to determine resource requirements for employees, contract labor commitment and parts usage.

22.1.3.8.1 Maintenance Entities Maintenance Entities are used to describe and encapsulate all the work to be performed in a given entity. It is possible to set up as many maintenance entities as required for a given Model, Site or Equipment record. An example of an Entity might be a 10,000 mile/km service, 20,000 mile/km service, or Monthly Preventative Maintenance, Quarterly Preventative Maintenance, Yearly Preventative Maintenance and so on. Each Maintenance Entity would then contain the Conditions 1064 and Tasks 1068 applicable for that entity. An example of a Model Maintenance Entity is shown below. Model Maintenance Entities can be published to all Equipment of that Model. The Equipment will inherit the Model Maintenance Entities, however these can be overridden if required.



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Maintenance Entities can be linked via Levels to create cross-level dependencies. This is particularly useful for isolating tasks to be completed when two entities fall at the same time. For example, when a monthly task is due and a quarterly task is due at the same time, the system can be set up so that the quarterly entity ignores the monthly and only the quarterly tasks are created. In this case the Monthly Entity would be set up as Level 1 - Ignore if any higher level entities are due. The Quarterly Entity would simply be set up as a Level 2 Maintenance Entity. Therefore when Level 1 and Level 2 fall due in the same month, the Level 1 tasks would be ignored. The following Level options are available:

The next important setup issue to deal with is the Term of the maintenance, i.e., when the maintenance should begin and end. The following Term options are available:

From within Model Maintenance Entities this is really just a default setting and can be changed at Site/Equipment level. The recommended setting at Model level is Indefinite. That allows the to specify a Condition to determine when the maintenance commences or simply use the Maintenance Commencement Date 1081 . Maintenance will continue indefinitely from that Commencement Date until deactivated. The Stop Maintenance after Occurrence option provides a mechanism to activate the Maintenance Entity once only (in the case of a new installation of equipment as a special one-off customer service function, for example) or activate it several times and then discontinue the maintenance at some future point. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

1064


The Active check box can activate or deactivate maintenance at any time. Note: Equipment can be activated and deactivated by ticking/clearing the Equipment Active check box. You can also load Model maintenance records into Equipment maintenance for an individual piece of Equipment. Refer also to Publishing Model Maintenance to Equipment 1079 .

Conditions Conditions (or triggers) identify when maintenance is due. There are five Condition Types that can be set. Frequency Schedule Frequency conditions use schedules to determine when tasks are due. An example might be monthly, quarterly, yearly, 7th day of 3rd month, every two months, etc.



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Site Conditional Site conditions can be used to test when a task should occur based on a site parameter. e.g., Date since site was established, or Days since site was established or Days since last Level 1 Maintenance, etc.

Available operands are:


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Equipment Conditional Equipment conditions can be used to test when a task should occur based on an equipment parameter. e.g., Days since last service, Days since warranty expired, Days since equipment was installed, etc.


Meter Conditional Meter conditions can be used to test when a task should occur based on a meter parameter. e.g., Days since meter was last read, Total times meter has been read, Expected remaining life (days), Current Meter reading, Current Meter usage, Usage since last Level 1, etc.



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Outside Range will allow, for example, a temperature range to be specified and if outside that range, perform maintenance.


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Specific Date Simply specify a fixed date when the Maintenance Entity is due.

Tasks Add Tasks that will be created as a result of the Condition falling due. Conditions act as triggers to indicate when maintenance is due. Once we know when the maintenance is due, the next step is to identify what it is that needs to be done, i.e., the Task to do. An example is shown below.



1069

Tasks should have already been set up so at this point it should simply be a matter of inserting a Task or Tasks required for the Maintenance Entity. It is possible to chain to Task Setup 1044 if a new Task that doesn't exist is required to be set up on the fly. The only issue to be aware of when adding Tasks is that it is possible to specify the Task assignee when adding Tasks to a Maintenance Entity. That can be particularly useful if certain employees are responsible for certain Task Disciplines 1025 or a certain contractor is responsible for a particular Task.

Period Groups Specify Period Groups (if applicable). Refer Period Group Setup

1022

.

At this point specify or omit a Period Group or Groups as applicable. Omitting a Period Group would prevent maintenance firing during a particular period or periods. For example, it may not be practical in some countries to perform maintenance in Winter due to extreme weather conditions (e.g., snow and cold). If the Winter period group was deselected, the maintenance setup would not fire during the Winter periods specified in the Calendar. If using a monthly Calendar, specifying Jan, Apr, July and Oct only, would only fire maintenance in those months, and so on.


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22.1.3.8.2 Loadings

» Once the Maintenance Entities have been set up for a Site, you can calculate and view Loadings for an entire Maintenance Calendar period for all or specific Equipment at a Site. Loadings are used to determine resource requirements for employees, contract labor commitment and parts usage. Advanced Maintenance is Task based. Tasks are used to define work requirements for employees and subcontractors. Historic Tasks (Tasks that have been posted to Jobs) and/or Predictive Tasks (the system will determine when future maintenance is due based on average meter readings, schedules, etc.) can be listed by Due Date and grouped by Maintenance Period and/or Due Date. The days on which maintenance is due will be highlighted (color coded) on a calendar grid to provide a quick overall picture of maintenance Due Dates.



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Related Topics Refer Maintenance Entity Setup

1061

.

Calculating and Viewing Site Loadings Click the Maintenance Setup desktop icon.

The Maintenance Calendar window will be displayed. Specify which Site and Equipment to display and how the Equipment with associated Maintenance Entities should be grouped: · select the Site and Location to show the Loadings for:

· select a Filter if required, to show a specific piece of Equipment, all Equipment of a specific Model, or all Equipment of a specific Model Group:

· Show All Equipment, only Equipment With Maintenance Enabled or only Equipment With Maintenance Enabled:

· click Go

.

To change the grouping of the Equipment listed, click the View select one of:

drop-down list arrow and then

Click the Loading tab.


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Loadings can be shown for All Tasks, Historic Tasks or Predictive Tasks. Tasks will be listed by Due Date, grouped by Maintenance Period and/or Due Date. Financial Details can be shown for each Task showing Total Revenue and Costs, optionally split into Revenue and Costs for Services, Labor, Contractor and Items. Select Show Loading for: All Tasks, Historic Tasks or Predicted Tasks. Tasks can be grouped by Period and/or Due Date. Tick the appropriate check box(es). To show the Maintenance Entity for each Task, tick the Show Entity Details check box. To show Revenue and Cost figures for each Task, tick the Show Financials check box and then select Detailed or Summary. Summary will show Total Revenue and Cost for the Task. Detailed will also show Revenue and Cost split into Services, Labor, Contractor and Items. Select the required Maintenance Calendar. Loadings are only updated if they are "recalculated". To make sure that the loadings for each Task are based on current data, tick the Recalc check box. Loadings will be recalculated for the selected Site or Equipment. Click Go

. If you ticked the Recalc check box then a Warning message will be displayed.




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Click [OK] to continue. Calendar Grid The days on which maintenance is due will be highlighted on the calendar grid to provide a quick overall picture of maintenance due dates.

The legend at the bottom of the screen explains what the various colors represent.

Task List Each Maintenance Task due in the selected Maintenance Calendar period will be listed. The Tasks have color-coded icons that match the colors in the calendar grid. (red) The Task has been posted to a Job (using Worksheet Manager

1101

).

(cyan) The Task has been posted to a Worksheet (using Maintenance Calendar (green) The Task is due in the next (unposted) Maintenance Period. (yellow) The Task is due in a future (unposted) Maintenance Period. Examples Tasks with no grouping:


1096

).

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Tasks grouped by Period:

Tasks grouped by Due Date:

Tasks grouped by Period and Due Date:



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Using the Task List If you click on a Task, the Due Date will be highlighted on the calendar grid.

If you double-click on a Task that has been posted to a Job tree.

, the Task will be highlighted in a Job

Double-click any node in the tree to display the properties of that node in the Job in Document Entry. For example, if you double-click on the Maintenance Task Billing node above, the Task Billing Group window will be displayed.


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If you right-click on a Task that has been posted to a Job above) or the Task Billing Template.

, you can either load the Job (as

If you right-click on a Task and the Task has not been posted to a Job the Task Billing Template.


, you can only load


1077

Double-click any node in the tree to display the properties of that node in the Template in Document Entry. For example, if you double-click on the Normal Billing node above, the Billing Group window will be displayed.


1078


Wide View Tick the Wide View check box to display the Tasks across the entire screen. This is especially useful if you have chosen to display Financial information. Graphs After the Maintenance Tasks have been listed, a Show Graph check box will be displayed. Two graphs can be displayed: · Estimated & Actual Duration by Month · Task Count by Month

Estimated & Actual Duration by Month



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Task Count by Month

Exporting the Maintenance Calendar or Task List to Excel

Click to export the calendar grid or Task list to a Microsoft Excel spreadsheet. The Export dialog box will be displayed.

Click [Calendar] to export the Maintenance Calendar with color coding. Click [Task List] to export the Task list.

22.1.3.8.3 Publishing Model Maintenance to Equipment

That completes Model Maintenance Setup.


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The next step from within Model Maintenance Setup however might be to publish the Model Maintenance Entities created for that specific Model to Equipment of that Model Type. · · · · · ·

Click the Publish toolbar icon to launch the Model publishing program. Tick the Publish to Specific Site Equipment Only check box. Click [Add]. Select the Equipment to publish to. Click the Accept toolbar icon. Click [Accept] to publish.

Select the drop-down to choose Site & Equipment, select a Site and then click Go to launch Maintenance for that site. All Equipment at that Site will load and any Equipment that has maintenance already set up from the Model publishing function should appear. Additional maintenance for specific Equipment can be set up in the same way Model maintenance was setup above or existing maintenance can be modified as applicable. i.e., 1. Create a Maintenance Entity 2. Add Conditions (or triggers) to identify when maintenance is due 3. Add Tasks that will be created as a result of the condition falling due 4. Specify Period Groups (if applicable).



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22.1.3.8.4 Determining Maintenance Commencement Date An important issue to deal with in Site/Equipment Maintenance Setup is to determine the start or commencement date for the maintenance. The Term of the maintenance first needs to be established: · Indefinite allows maintenance to continue indefinitely until deactivated. · Specified Date Range allows a start and end for the term of maintenance to be specified. · Tie to Agreement (Cover) allows a specific Agreement to be selected. The term of the maintenance will be tied to the Agreement start and end dates. All Service and Item lines loaded to the destination Job will be covered when the Job is created if the Agreement covers that particular type of billing line. · Tie to Agreement (No Cover) allows a specific Agreement to be selected. The term of the maintenance will be tied to the Agreement start and end dates. No cover will be provided for Service and Item lines loaded to the destination Job. The next step is to determine the start or commencement date for the maintenance. Typically, a Frequency condition would determine when maintenance is due and when that condition falls into a current Calendar Period, it would be processed. For example, if a Calendar Period was from Jan 01, 2006, to Jan 07, 2006, and a condition was created to trigger maintenance on the 7th of every month, maintenance would fall due on January 07 and be processed when the Calendar for that period was posted. If the case where no conditions are specified, maintenance would be due at the start of every calendar period in the absence of Period Group settings or one-off triggers. It is very important to also consider how to initialize maintenance from an existing system. The easiest way to do this is to set the Change Option to Set Previous Run to specify the date maintenance was last performed.


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The Change Option will set the Previous Run date and then maintenance will begin processing from that date. Similarly, you can also set the Next Run date. Tip A quick way to set the Previous/Next Run date across an entire Site, Model or Equipment, depending on Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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which node you have clicked on, is to click the Change icon in the top toolbar and use the Set Previous Run Date and Set Next Run Date options. If clicked on the Site node, that will change the Previous/Next Run date for all Equipment at that Site.

22.1.3.9 Worksheet Group Setup

» When a Maintenance Period is posted, a "bucket" of all maintenance Tasks that are due in that period will be created. These Tasks will be grouped into Worksheets based on Grouping Rules defined in Worksheet Setup. The Grouping Rules are applied in the order that they appear on the screen. Each Task will be grouped by the first (top to bottom) Worksheet Group that applies to the Task. If no Worksheet Group applies, then the


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Task will be grouped into a Worksheet that has a blank Worksheet Group. Note: If no Worksheet Groups have been defined, then all the Tasks will be grouped into a single Worksheet that has a blank Worksheet Group. When you click the Worksheet Setup desktop icon, the Worksheet Setup window will be displayed. The following screenshot shows five Worksheet Groups that have already been defined.

There are two methods of adding a Worksheet Group: manually or using the wizard. Note: A new Worksheet Group will be inserted in the list after the selected Worksheet Group. As Worksheet Group D1 is selected, a new Worksheet Group will be inserted after D1, i.e., at the end of the list.

Adding a Worksheet Group

Manually Click [Insert] to add a Worksheet Group manually. The Worksheet Group Properties window will be displayed.



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Enter a Worksheet Group, e.g., D2. Enter a Description, e.g., Electrical. Click [Insert] to add criteria for the Worksheet Group. The Setup Criteria window will be displayed.


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Select Include Records matching the following Criteria or Exclude Records matching the following Criteria, as appropriate. Tick Restrict "All" records to this criteria (AND) if the next Criteria must also be true. An example



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of how this is used is shown below, where the Task must be for NE Zone AND Discipline ENG for it to fall into Worksheet Group D1.

Select the Criteria Type, e.g., Discipline. Select the From and To values. Click From value to the To field. Click [Accept]. The Worksheet Properties window will be displayed.

Select defaults for Job Type and Phase when Posting the Worksheet to Jobs.


to copy the

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Click [Accept]. The new Worksheet Group will be inserted after the Worksheet Group.

Using the Wizard Click [Wizard] to add a Worksheet Group using the Worksheet Setup Wizard.



Click [Next] to move to the next section. Click [Finished] after completing all sections.


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22.1.4 Advanced Maintenance Workflow



Once Advanced Maintenance Setup

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1091

is complete:

1. Use the Maintenance Calendar 1091 to Post the next unposted (not yet processed) Maintenance Period. Service Manager will determine if Meter readings are due, and if so, will prompt for entry of current readings before continuing. All Maintenance Tasks that are due in the Maintenance Period selected will be posted to predefined Worksheets. Refer Worksheet Group Setup 1083 and Posting Due Maintenance Tasks to Worksheets 1096 . The Status of the Maintenance Period will be changed from Unposted to Posted. 2. Use the Worksheet Manager 1100 to Post the Worksheet(s) containing the Maintenance Tasks, to Jobs. Refer Posting Worksheets to Jobs 1101 . The Status of each Worksheet posted will be changed from Unposted to Posted. The Last Run Date for each Maintenance Task in the posted Worksheet will be changed to the system date. 3. Compete all the Activities on each Maintenance Task. When all the Activities on a Maintenance Task have been ticked as completed, the Status of the Maintenance Task will be changed to Completed. Refer to Completing Advanced Maintenance Entities 1122 . 4. Invoice the Maintenance Job(s) as you would any other Job in Document Entry. 5. Use the Maintenance Calendar 1091 to view the Status of each Maintenance Period. Statistics and Totals are available for each Maintenance Period and the entire Maintenance Calendar. Graphs are available showing: · Estimated and Actual Duration by month or period · Estimated and Actual Utilization by month or period · Predicted and Actual Task Counts by month or period · Estimated and Posted Revenue by month or period · Predicted and Actual Site Count by month or period · Predicted and Actual Equipment Count by month or period. 6. Use the Worksheet Manager 1100 to view the Status of each Worksheet and Maintenance Task. The Worksheet Manager allows you to view Unposted Worksheets, Posted Worksheets, and/or Completed Worksheets. Worksheets can be shown for a particular Maintenance Period, Worksheet Group or Worksheet. Statistics, Totals, and the particulars of each Job that Maintenance Tasks have been posted to, are available. You can jump directly to the Job in Document Entry 70 or use Task Manager 607 to manage the Tasks. Note: For performance and data integrity reasons, Maintenance Loading Tables, Statistics, Totals and Status values are only updated when data is refreshed manually.

22.1.4.1 Maintenance Calendars

» Use the Maintenance Calendar program to: · Set up Maintenance Calendars, where each calendar consists of a number of Maintenance Periods · Post all Maintenance Tasks that are due in the next unposted (unprocessed) Maintenance Period to predefined Worksheets · Track the processing Status of Maintenance Periods · View Statistics and Totals for each Maintenance Period and the entire Maintenance Calendar. Various graphs are available that provide this information pictorially. Related Topics Maintenance Calendar Toolbar Maintenance Calendar Setup

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Maintenance Calendar Options Entering Meter Readings

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1093

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Posting Due Maintenance Tasks to Worksheets

1096

Tracking the Processing Status of Maintenance Periods

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Viewing Maintenance Period Statistics and Totals Maintenance Calendar Graphs

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Refreshing Maintenance Loading Tables, Statistics, Totals and Status values Maintenance Calendar Listing

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22.1.4.1.1 Maintenance Calendar Toolbar

- Save changes to the Maintenance Calendar or a Maintenance Period.

- Print the Maintenance Calendar Listing 1123 for the entire Maintenance Calendar or the selected Maintenance Period, or the Loading Schedule Details Report 1129 .

- Set the Maintenance Calendar Options

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.

- Apply a Period Group 1069 to the currently selected Maintenance Period(s). The Track Period Groups check box must be ticked in Maintenance Calendar Options 1093 .

- Post the next Un-Posted Maintenance Period 1096 . Note: If the previous Maintenance Period has Cancelled Worksheets, you will not be able to Un-Cancel those Worksheets.

- A Maintenance Period that has been Posted can be Un-Posted only if all the Worksheets in that Period are Un-Posted or Cancelled.

- Refresh Maintenance Loading Tables, Statistics, Totals and Status values

- Insert a single or multiple Maintenance Periods

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1099

.

.

- Display the Properties of the currently selected Maintenance Period. You can also open Worksheet Manager 1100 for the currently selected Maintenance Period.

- Delete the currently selected Maintenance Period. To delete the entire Maintenance Calendar, select Calendar » Delete from the main menu. A Maintenance Calendar can only be deleted if all the Maintenance Periods in the Calendar are Un-Posted.

- A Maintenance Period can be placed on hold to temporarily stop it being processed. The Hold icon is a toggle. To hold the selected Maintenance Period(s), click Hold. To unhold a Maintenance Period (revert its Status to Un-Posted), select the held Maintenance Period and then click Hold again. Only Un-Posted Maintenance Periods can be placed on Hold. A Maintenance Period on hold cannot be Cancelled, Deleted or Posted, and subsequent Maintenance Periods cannot be processed.



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- A Maintenance Period can be cancelled if it is never to be processed. The Maintenance Period will then be treated as if it was Completed. The Cancel icon is a toggle. To cancel the selected Maintenance Period(s), click Cancel. To uncancel a Maintenance Period (revert its Status to Un-Posted), select the cancelled Maintenance Period and then click Cancel again. A cancelled Maintenance Period cannot be Held, Deleted or Posted.

- Display the Maintenance Calendar graphs

- Enter Meter Readings

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.

.

22.1.4.1.2 Maintenance Calendar Options

»

»

Various options can be set for the Maintenance Calendar. Click Setup to change the Maintenance Calendar options. The Maintenance Calendar window will be displayed.


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Tick the Track Period Groups check box to use Period Groups in this Maintenance Calendar. Refer Period Group Setup 1022 . Maintenance Loading The Loading Table for the Maintenance Calendar can be built manually or automatically prior to generating Worksheets. Refer Loadings 1070 . If you do not need to track and report loadings, select No Loading Table Calculation is Required. To manually build the Loading Table, select Manually Calculate and Build Loading Table. To then calculate the loadings when posting the Maintenance Period, tick the Calculate Loading before post of Worksheets check box on the Post Period to Generate Worksheets window. Refer Posting Due Maintenance Tasks to Worksheets 1096 .



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To build the Loading Table automatically prior to generating Worksheets, select Automatically Calculate and Build Loading Table (Before Post). In Task Setup 825 , you can specify a Billing Template to load into the Job when the Task is sent to a Job. When calculating the loading, it will add records for all the Durations. You can optionally take all the Items from the Task Billing Groups to build a table of Item loading so you can see what the parts requirement will be in the future. To do this, tick the Include Required Items from Template in Loading tables check box. Day(s) Calculation Select the working days/hours to be used in the Totals and Statistics. Click [Accept].

22.1.4.1.3 Entering Meter Readings

» Maintenance Conditions

» 1064

can be set up to trigger or activate based on Equipment Meter readings.

Click Meters to enter Meter readings for Equipment that has a maintenance program based on Meter Conditions. The Equipment Meter Entry window will be displayed.


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Double-click a Meter to enter a reading for that Meter. Note: You can enter Meter readings at any time.

22.1.4.1.4 Posting Due Maintenance Tasks to Worksheets

»

»

Select the next Maintenance Period to process and then click Post to generate Worksheets for that Maintenance Period. The Worksheets contain all the Maintenance Tasks due to be processed in the Maintenance Period, grouped by Worksheet Group. Refer Worksheet Group Setup 1083 . The Post Period to Generate Worksheets window will be displayed.

e Service Manager will determine if Meter readings are due. Click [Meters] to enter the readings. Refer Entering Meter Readings 1095 . Tick the Calculate Loading before post of Worksheets check box to calculate Loadings for the Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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Maintenance Period. Note: This check box will only be displayed if you ticked the Manually Calculate and Build Loading Table check box in the Maintenance Calendar options 1093 . Related Topics Loadings

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Refreshing Maintenance Loading Tables, Statistics, Totals and Status values

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If you are using the Service Manager Service Center Add-On 1319 , Worksheets can be grouped by Service Center. To do this, tick the Group Worksheets based on Service Centers check box. Click [Post] to continue. The Status of the Maintenance Period will be changed from Unposted to Posted. Note: If no Worksheets are created, the Status of the Maintenance Period will be changed to Completed. This would happen if no Maintenance Tasks are due to be processed in the Maintenance Period. Once all the Worksheets in the Maintenance Period have been posted to Jobs, the next Maintenance Period can be posted.

22.1.4.1.5 Tracking the Processing Status of Maintenance Periods

» The processing Status of each Maintenance Period and the entire Maintenance Calendar Period is shown on the Maintenance Calendar.

Note: For performance and data integrity reasons, Statistics, Totals and Status values are only updated when a Maintenance Period is manually Refreshed (either from Maintenance Calendar 1091 or Worksheet Manager 1100 ). Refer Refreshing Maintenance Loading Tables, Statistics, Totals and Status values 1099 .


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22.1.4.1.6 Viewing Maintenance Period Statistics and Totals

» When worksheets are posted to Jobs in Document Entry, statistics, revenue, costs and profitability of the maintenance tasks in the posted worksheets will be reflected in the Maintenance Calendar program. The Last Run Date for each Maintenance Task in the posted worksheet will also be changed to the system date. Statistics, revenue, costs and profitability are shown for each period in the calendar and in total for the entire calendar period. Statistics include: · Days in Period · Standard Work Days in Period · Total Work Hours in Period. Revenue less Costs, i.e., profitability, and Labor Duration are shown by period. Graphs are available showing: · · · · ·

Estimated and Actual Duration by month or period Task Count by month or period Revenue by month or period Predicted and Actual Site Count by month or period Predicted and Actual Equipment Count by month or period.

Note: For performance and data integrity reasons, Statistics, Totals and Status values are only updated when a Maintenance Period is manually Refreshed (either from Maintenance Calendar 1091 or Worksheet Manager 1100 ). Refer Refreshing Maintenance Loading Tables, Statistics, Totals and Status values 1099 .

22.1.4.1.7 Maintenance Calendar Graphs

»

»

Graphs are available showing: · · · · · ·

Estimated and Actual Duration by month or period Estimated and Actual Utilization by month or period Predicted and Actual Task Counts by month or period Estimated and Posted Revenue by month or period Predicted and Actual Site Count by month or period Predicted and Actual Equipment Count by month or period.

Click Graph to display the graphs. The Maintenance Calendar Graph window will be displayed.



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Select the graph to be displayed. Click [Print] to print the graph.

22.1.4.1.8 Refreshing Maintenance Loading Tables, Statistics, Totals and Status values

»

»

For performance and data integrity reasons, Maintenance Loading Tables, Statistics, Totals and Status values are only updated when data is refreshed manually. Click Refresh. The Refresh Calendar window will be displayed.


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To refresh the Maintenance Loading Tables, tick the Calculate and Build Maintenance Loading Table check box and select the Maintenance Entities to refresh. Note: Equipment that is not Active will be ignored and any previous predictive loading will be removed during the calculation. That is, if the Equipment is Active and you calculate loading, loading records will be created. If you then deactivate the Equipment, the next time you calculate, the existing loading records for that Equipment will be removed. That is the standard logic, as all existing loading for an Entity is removed prior to it being calculated. Similarly, Sites that are not Active will be ignored. To refresh Statistics, Totals and Status values, tick the Refresh Maintenance Totals and Statistics from Worksheets check box. You can refresh the Statistics, Totals and Status values for the selected Maintenance Period or the entire Maintenance Calendar. Un-Posted Maintenance Periods cannot be refreshed as they have not yet generated any Worksheets. If all the Maintenance Periods in the Maintenance Calendar are Un-Posted, the Refresh Worksheet Totals and Statistics section will not be displayed. Note: The Refresh process may take some time depending on the quantity of data being processed.

22.1.4.2 Worksheet Manager

» Use the Worksheet Manager to manage the Worksheets generated for each Maintenance Period. Each Worksheet contains Maintenance Tasks that are due to be carried out in that Maintenance Period. Worksheets are posted to Jobs. These Jobs and associated Maintenance Tasks can all be managed from Worksheet Manager. Jobs are listed by Worksheet or Site within a Worksheet. Maintenance Tasks are listed by Site within a Worksheet and can be filtered by Task Status, Job Number, Equipment, Model, Model Group or Due Date, and can be ordered by Site Location or Due Date. Double-click a Maintenance Job to open it in Document Entry

70

. Double-click a Maintenance Task to open it



in Document Entry

70

or use Task Manager

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1101

to manage the Tasks.

Statistics and Totals are available for each Worksheet and Site within a Worksheet. The Status of each Worksheet, Job and Task is shown to make it easy to determine what has and has not been processed.

Related Topics Worksheet Group Setup Managing Worksheets

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1101

Posting Worksheets to Jobs

1101

Tracking the Processing Status of Worksheets and Maintenance Tasks Viewing Worksheet and Maintenance Task Statistics and Totals Viewing Maintenance Jobs

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Refreshing Statistics, Totals and Status values

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22.1.4.2.1 Managing Worksheets

» Worksheets are created when Maintenance Periods are Posted. The Worksheet Manager allows you to view and manage all Worksheets, a single Worksheet, or Worksheets for a particular Maintenance Calendar, Maintenance Period or Worksheet Group. You can display Unposted Worksheets, Posted Worksheets, Completed Worksheets and/or Cancelled Worksheets.


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Using Worksheet Manager

You would typically only want to display Worksheets for a particular Maintenance Calendar, Maintenance Period or Worksheet Group and of those you may only want to display the Posted and/or Unposted Worksheets. Worksheet Status

Un-Posted When a Maintenance Period is Posted, all resultant Worksheets will have an Un-Posted Status. Posted When a Worksheet is Posted to the Job System, the Status of the Worksheet will change to Posted. Completed When all the Maintenance Tasks in a Worksheet have been completed, the Status of the Worksheet will be changed to Completed when the Worksheet is refreshed. Refer Refreshing Statistics, Totals and Status values 1118 . Cancelled If you cancel a Worksheet, the Status will change to Cancelled. You can only cancel an Un-Posted Worksheet. If you uncancel a Cancelled worksheet then the Status of the Worksheet will revert to UnPosted. Note: You cannot uncancel a Worksheet if a Worksheet in a later Maintenance Period has Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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been Posted. Only those Worksheets with the selected Status will be listed. Note: If you clear all the Status check boxes, then all Worksheets will be listed. Filter Note: The Filter is applied in conjunction with the Worksheet Status selection.

No Filter List all Worksheets. Calendar

Select the required Maintenance Calendar using the Calendar Finder . Leave the Maintenance Period blank to display all the Worksheets for the Maintenance Calendar Period. To restrict the display to a particular Maintenance Period, select the required period using the Period Finder navigational arrows.

or the

Worksheet

Select the required Worksheet using the Worksheet Finder

or the navigational arrows.

Worksheet Group

Select the required Worksheet Group using the Worksheet Finder

or the navigational arrows.

Once you have selected the required Worksheet Status and Filter, click Go . The Worksheets that match the selected criteria will be displayed. In the example below, all Worksheets for Maintenance Calendar 2010 have been displayed. Note the color coding of the Worksheet icons: Un-Posted (cyan) Posted (green) Completed (red) Cancelled (yellow)


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The Worksheet Manager screen has three panes: the Worksheet list; the Worksheet tree and the Details pane - where Jobs, Tasks, Statistics and Totals are displayed. Worksheets in the Worksheet list are grouped and totalled by Calendar Period. Worksheets in the Worksheet tree are grouped by Worksheet and Site. Note: To load the tree with all Worksheets expanded, select

If you highlight a Maintenance Period or Worksheet in the Worksheet list, then the selected Maintenance Period or Worksheet will be displayed in a tree structure in the Worksheet tree. The example above shows the result of selecting Calendar 2010, Period 2, in the Worksheet list, expanding that Maintenance Period in the Worksheet tree, expanding Worksheet WSH000000007 in the Worksheet tree and then clicking the Jobs tab in the Details pane. This particular Worksheet posted Maintenance Tasks to two Jobs. Examples

Statistics and Totals When a Maintenance Period node is selected, only the Statistics and Totals tabs are available.



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Jobs When a Worksheet node is selected, the Jobs tab is also available. This will show all Jobs created for the selected Worksheet. If you also open Document Entry, you can drag the Job to and open it in Document Entry. You can also double-click the Job to open it in Document Entry.

Tasks When a Site node is selected, the Tasks tab is also available. You can view Tasks by Site Location or Date Due. You can filter the Task list by Task Status and/or Equipment, Model, Model Group or Due Date. Click Go

to display the matching Tasks.

Note: To load Site Tasks automatically, select


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By Site Location:

By Due Date:

If you also open Document Entry, you can drag the Task to and open it in Document Entry. You can also double-click the Task to open it in Document Entry.



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Note: When loading Documents into Document Entry with Drill or Drag mode of loading, only the relevant Document tree node will be loaded. Click [Load Entire Document] to load the full Document. Change the Task details as required - complete Activities, complete the Task, change Assignments, and so on.


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Click [Accept] to save the changes. Also save the Job and then close Document Entry to return to the Worksheet Manager.

22.1.4.2.2 Posting Worksheets to Jobs

»

»



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Select the next Worksheet to process and then click the Post toolbar icon to Post all the Maintenance Tasks due to be processed in that Worksheet, to Jobs. The Generate Worksheet Jobs window will be displayed. Note: Worksheets in a Maintenance Period do not have to be processed sequentially.

Enter the Job Header default values: · Select the Job Type and Description · Enter a Reference if required · Select the Entered By Employee. Enter the Phase default values: · Select the default Phase for Site and Equipment Tasks · Specify how the Jobs will be created: One Job per Site, One Job per Primary Site Location or One Job per Equipment. Click [Accept]. A Warning message will be displayed.

Click [Yes] to continue. A Confirmation message will be displayed showing the number of Jobs created.


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Click [Yes] to continue.

22.1.4.2.3 Tracking the Processing Status of Worksheets and Maintenance Tasks

» The processing Status of each Worksheet and Maintenance Task is shown on the Worksheet Manager. Note: For performance and data integrity reasons, Statistics, Totals and Status values are only updated when a Maintenance Period is manually Refreshed (either from Maintenance Calendar 1091 or Worksheet Manager 1100 ). Refer Refreshing Statistics, Totals and Status values 1118 .



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Worksheet Status

Maintenance Task Status To display the Status of a Maintenance Task in a particular Worksheet: · Select the Worksheet

· The Worksheet will be displayed in the Details pane with Statistics, Totals and Job information for the Worksheet showing in the Statistics, Totals and Jobs tabs.


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· Expand the Worksheet to show all the Sites in the Worksheet for which maintenance is due.

· In the example above, the Worksheet only has maintenance for one Site. Highlight the Site node and note that an additional tab is displayed - the Tasks tab. You can view the Tasks in the Worksheet by Site Location, Model, or Due Date, and filter by Task Status, Job Number, Equipment, Model, Model Group, or Due Date. · Click Go

to list the Tasks based on the selected criteria.



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· Two tasks are shown, one at each of two Site Locations. The Status of the Task in the Job is shown by its icon.

22.1.4.2.4 Viewing Worksheet and Maintenance Task Statistics and Totals

» Statistics and Totals are available for each Worksheet and Site within the Worksheet for which maintenance is due. Note: For performance and data integrity reasons, Statistics, Totals and Status values are only updated when a Maintenance Period is manually Refreshed (either from Maintenance Calendar 1091 or Worksheet Manager 1100 ). Refer Refreshing Statistics, Totals and Status values 1118 .


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Statistics



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Totals

22.1.4.2.5 Viewing Maintenance Jobs

» You can list all Jobs that have been created from the Worksheets, view the Job tree and chain directly to any Document tree node in Document Entry.


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Double-click the Job. The Document tree for the Job will be displayed.



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Double-click any node to display its Properties. For example, double-click the Maintenance Task Billing node. The Task Billing Group window will be displayed. Change any of the Task details, tick off completed Activities, etc., as required. Click [Accept] to continue.


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The selected node will then be highlighted in Document Entry.

22.1.4.2.6 Refreshing Statistics, Totals and Status values

»

»

For performance and data integrity reasons, Statistics, Totals and Status values are only updated when data is refreshed manually. Select the Worksheet or Maintenance Period to refresh. Click Refresh. The Refresh Worksheet window will be displayed.



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You can refresh the Statistics, Totals and Status values for the selected Worksheet or all Worksheets in the selected Maintenance Period. Note: This process may take some time depending on the quantity of data being processed.

22.1.4.3 Completing Tasks Once all the Activities in a Task have been completed, the Task should be completed. Tasks can be completed in a number of ways.

Completing Tasks from the Task Billing Group Open the Task Billing Group.

Change the Status to Complete. If any of the Task Activities are not ticked, a Warning message will be displayed. Click [Yes] to complete the Task. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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All the Task Activities will be ticked; the % Complete will be set to 100%; the Completion State will be set to ed and will display the Date and Time that the Task was completed and the ID of the Employee who completed the Task. All of these fields can be changed, however, if you change the % Complete, the Status will revert back to In Progress even though the Task Activities will remain ticked.



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Completing Tasks from the Document Entry right-click menu A Complete All Tasks option is provided in the Document Entry document tree right-click menu. Selecting this option will complete all Tasks and tick all Activities for the Task as done. This option is available at the Document, Phase and Task levels therefore giving you the ability to quickly complete single Tasks, all Tasks for a Phase or all Tasks for the entire Document.


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Click [Yes] to complete the Task(s).

22.1.4.4 Completing Advanced Maintenance Entities For performance and data integrity reasons, Statistics, Totals and Status values are only updated when data is refreshed manually. The following logic is applied to change the Status of the various Advanced Maintenance entities to Complete: · If the Status of a Maintenance Task on a Job is set to Complete, the Status of the Maintenance Task in the Worksheet will be set to Complete when the Worksheet is refreshed. This will be shown as a green tick to the left of the Task if the Task Completion State = "ed" or a red cross Completion State is any value other than "ed".

if the Task

· When all the Maintenance Tasks in a Worksheet have been completed, the Status of the Worksheet will be changed to Complete when the Worksheet is refreshed.

· When all the Worksheets in the Maintenance Period have been completed, the Status of the Maintenance Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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Period will be changed to Complete when the Maintenance Period is refreshed.

· When all the Maintenance Periods in the Maintenance Calendar have been completed, the Status of the Maintenance Calendar will be changed to Complete when all the Maintenance Periods in the Maintenance Calendar are refreshed.

Related Topics Refreshing Worksheet Statistics, Totals and Status values

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Refreshing Maintenance Calendar and Maintenance Period Statistics, Totals and Status values

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22.1.4.5 Advanced Maintenance Reports

Advance Maintenance Reports include: Maintenance Calendar Report, Loading Summary Report, Loading Schedule Details Report, Loading Billing Details Report, Worksheet Report, Worksheet Summary Report and Worksheet Setup Report.

22.1.4.5.1 Maintenance Calendar Listing

» Overview This report will print the selected Maintenance Calendar/Maintenance Period(s). Totals and Statistics can be included if required. Refer Maintenance Calendar Setup

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.


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Criteria

Select the required Maintenance Calendar and Maintenance Periods. To ensure that the Totals, Statistics and Status values are up-to-date, tick the Refresh Totals check box. Click [Print] to generate the report.



Report Sample

22.1.4.5.2 Loading Summary Report

»

Overview This report can print the following for the selected Maintenance Calendar, Site(s) and Equipment: · · · · · · · · ·

Task Count / Est Duration (Hours) By Site Task Count / Est Duration (Hours) By Equipment Task Count / Est Duration (Hours) By Discipline Task Count / Est Duration (Hours) By Task Task Count / Est Duration (Hours) By Zone Task Count / Est Duration (Hours) By Assignment Task Count / Est Duration (Hours) By Model Graph of Estimated Duration By Month Graph of Task Count By Month


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Criteria

Select the required Maintenance Calendar, Site(s) and Equipment. Tick the relevant Includes check boxes. Click [Print] to generate the report.



Report Sample


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22.1.4.5.3 Loading Schedule Details Report

»

Overview This report will print Loadings for the selected Maintenance Calendar by Site, grouped by Due Date, Equipment or Discipline. Revenue and Cost can be included if required.


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Criteria

Select the required Maintenance Calendar and Site(s). Click [Print] to generate the report.



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Report Sample

22.1.4.5.4 Loading Billing Details Report

»

Overview This report will print Loading Billing Details for the selected Maintenance Calendar grouped by Site and Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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Maintenance Period. Note: The Billing Details only apply to Items. Data will only show on the report for the selected Maintenance Calendar if the Include Required Items from Templates in Loading tables check box is ticked in Maintenance Calendar Setup for that Calendar.

Criteria

Select the required Maintenance Calendar and Site(s). Click [Print] to generate the report.



Report Sample


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22.1.4.5.5 Worksheet Listing

»

Overview This report will print Tasks by Worksheet, Site and Site Location.

Criteria

Select the required Worksheet(s) and Site(s). Click [Print] to generate the report.



Report Sample

22.1.4.5.6 Worksheet Summary Report

»

Overview This report will print a Worksheet/Site summary.


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Criteria

Select the required Worksheet(s). To ensure that the Totals, Statistics and Status values are up-to-date, tick the Recalculate Worksheets check box. Click [Print] to generate the report.



Report Sample

22.1.4.5.7 Worksheet Setup Listing

»

Overview This report will print Worksheet Groups. Refer Worksheet Group Setup

1083

.


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Criteria

Select the required Worksheet Group(s). Click [Print] to generate the report.

Report Sample

22.1.5 Advanced Maintenance Security There are two security options that apply specifically to the Advanced Maintenance Add-On: · Advanced Maintenance Setup · Advanced Maintenance Processing. istrative Services » Security Groups » Application: Technisoft Service Manager 5.4A



Refer Service Manager Security

984 .


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22.1.6 Day End Processing and Advanced Maintenance Tick the Refresh Maintenance Totals and Statistics from Worksheets check box to ensure that Maintenance Statistics, Totals and Status values are kept current.

Related Topics Refreshing Worksheet Statistics, Totals and Status values

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Refreshing Maintenance Calendar and Maintenance Period Statistics, Totals and Status values

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22.2 Employee Web Portal Add-On Welcome to the Service Manager Employee Web Portal Add-On.

22.2.1 Overview Introduction The Service Manager Employee Web Portal Add-On is an optional Service Manager product. This product includes integration with SageCRM for Sage Acac ERP at no additional cost. The Service Manager Employee Web Portal Add-On allows your field engineers or general staff to access your Service Manager database from anywhere in the world from a web browser or within SageCRM. Your staff will be able to view and edit their jobs, create new jobs or quotes, read reports, Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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complete jobs, add notations, view equipment or site history, check warranty, maintain custom fields, search on serial numbers, raise invoices, print quotes, print job cards/work orders, and more. Using CRM integration it is also possible to enable Workflow procedures, manage and then convert Opportunities to Quotes updating Sales Pipelines, convert Cases to Jobs, and expose important company-wide information to all employees.

About this document This guide explains how to install the Service Manager Employee Web Portal Add-On (VMEP). This guide is written for the current version of VMEP, which is Release 1.10. For information on how to use the Service Manager Employee Web Portal Add-On, refer to the Employee Web Portal Add-On Guide 1170 .


22.2.2 Licensing and Product Registration To use the Service Manager Employee Web Portal Add-On, you must purchase the product and then it. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: The number of Service Manager Employee Web Portal Add-On s is dictated by the core Service Manager license count.

22.2.3 Installing the Employee Web Portal Add-On It is very important to follow all the steps in this guide systematically! To make sure all steps are performed, we suggest printing this guide and ticking off each step in the margin of the guide as each task is performed. VMEP includes for integration with SageCRM for Sage Acac ERP, but can also be used on its own. It is easier to solve installation issues when using VMEP directly, so make sure it works on its own before using it from SageCRM. This document does not cover installation of Sage Acac ERP, SageCRM for Sage Acac ERP or the Technisoft Service Manager desktop application. Installation and configuration have to be performed as a having local rights.


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Employee Web Portal Add-On

Finally, the basic installation of the VMEP program should be straightforward, but there are many other areas that may require further setup, for example: · · · · ·

Server preparation ASP.NET Sage Acac ERP modules Service Manager IIS configuration.

22.2.3.1 Need help? Read this Installation Guide first!! If you are unable to resolve an installation issue, please send a description of the problem to [email protected].

22.2.3.2 Installation files VMEP s Service Manager versions 5.3B and 5.4A, however a separate installation file is required for each version of Service Manager. Be aware that by using the standard installation files it is not possible to install different versions of VMEP on the same computer or more that one Company database. Technisoft if you have special installation requirements. When upgrading an installation of Service Manager with a new build (e.g., release version to Service Pack 1) or new version (e.g., 5.3B to 5.4A), you must run Rebuild Online Program Language Resource Tables 1146 .

22.2.3.3 Upgrading This section explains about upgrading from an existing working installation or an installation with problems.

22.2.3.3.1 From an Existing Working Installation If you are upgrading from an existing working installation of VMEP, we recommend the following procedure: · · · · ·

· · · ·

Take a copy of web.config in the VMEP folder. If report definitions for VMEP have been modified, take a copy of reportdefinitions.xml. Uninstall Service Manager Employee Portal. (Start » Control » Add or Remove Programs) Delete all files in the VMEP folder, but not the VMEP folder. Install and configure the application (make sure you run the configuration tests 1164 and that they all ). Alternatively, cancel the configuration (step 18 1161 of the installation) and copy back the previous web.config file. Make sure the CRM integration components are installed and activated in CRM. (istration » Customization » Component Manager) Run IISRESET (this will temporarily stop all websites on the server). that the application is running by accessing VMEP directly (not via CRM). Rebuild Online Program Language Resource Tables 1146 .

22.2.3.3.2 From an Installation with Problems If there have been problems with the previous installation we recommend using the following procedure: Uninstall Service Manager Employee Portal (Start » Control » Add or Remove Programs) Delete the VMEP Virtual Directory in IIS management tool Delete the VMEP folder Make sure the preparation requirements 1147 have been completed. Install and configure the application again (make sure you run the configuration tests 1164 and that they all ) · Perform the Post Installation Tasks 1150 . · · · · ·



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22.2.3.4 Server Environment At this stage the installation of VMEP is only ed on a computer with a full working installation of Sage Acac ERP and Service Manager. The database can be located on a 2nd computer. We recommend a minimum of 2GB memory on the server for production environments, but depending on memory usage by other applications on the server, more might be required. With all applications including VMEP running under normal load, there should be at least 512MB physical memory available.

22.2.3.5 Prerequisites This section describes the technical prerequisites for installing VMEP. Please ensure your environment meets these requirements before proceeding with the installation.

22.2.3.5.1 Operating System VMEP is tested on and s the following operating systems: · Windows XP Professional with SP2 · Windows Server 2003 with R2 · Windows Vista Business VMEP should also run on Windows 2000 with Service Pack 4, however no testing is performed on this platform and we do not certify this. Be aware that Windows XP and Windows Vista are only ed as a test and demonstration environment, not for production.

22.2.3.5.2 64-bit System The application has had limited testing on 64-bit systems, but will install and operate. Since Sage Acac ERP is a 32-bit application, VMEP must also run as a 32-bit application. This means that IIS and ASP.NET must run in 32-bit mode. (Refer to the article from Microsoft at http://.microsoft.com/default.aspx?scid=kb;en-us;894435.) This kind of installation requires a system with an understanding of the additional complexity of these systems.

22.2.3.5.3 Web Server VMEP requires Microsoft Internet Information Server (IIS). Please ensure this Windows component is installed. On 64-bit systems, make sure that IIS runs in 32-bit mode. The following text highlights required options when installing Windows Vista. In Control under Programs and Features, select Turn Windows features on or off. Select Internet Information Server and make sure the feature IIS Metabase and IIS 6 configuration compatibility is selected.


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Also make sure the ASP.NET option is ticked.



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22.2.3.5.4 Microsoft .NET 2.0 (Windows XP and Windows 2003 only!) Note: This topic does not apply to Windows Vista! VMEP uses ASP.NET 2.0 and requires Microsoft .NET 2.0 runtime to be installed. To that .NET 2.0 is installed, look for this entry in Control » Add or Remove Programs, or for the folder: C:\WINDOWS\Microsoft.NET\Framework\v2.0.*

It is normally necessary to run the following command (especially if IIS is installed after .NET 2.0) in the Windows\Microsoft.NET\Framework\v2.* folder to enable ASP.NET: aspnet_regiis –i This command can set all websites to use ASP.NET 2.0, which is normally not an issue. If that is not the intention, please review ASP.NET documentation on how to set individual websites. On 64-bit systems, the 32-bit version of Microsoft .NET has to be installed and ASP.NET 2.0 has to run in 32-bit mode.

22.2.3.5.5 Windows Scripting Host 5.5 Windows Scripting Host 5.5 or later is required for the installation. This is normally installed by default, but can be disabled by security policies. Installation of this component can be verified by running the following from the command line: cscript

22.2.3.5.6 Sage Acac ERP VMEP and Service Manager require Sage Acac ERP (formerly ACAC Advantage Series) with version 5.3A, 5.3B or 5.4A of System Manager. It is a requirement to have ACAC .NET Libraries installed. This component is used when the alternative printing is turned on. Refer Alternative Report Generation 1157 . Be aware that if you upgrade from System Manager 5.3 (A or B) to 5.4 you have to uninstall ACAC .NET Libraries for 5.3 before starting the System Manager install. Refer to the System Manager 5.4 ree file.

Sage Acac ERP Modules The absolute minimum requirement for VMEP is the following Sage Acac ERP modules: · · · · ·

General Ledger s Receivable s Payable Inventory Control Order Entry (required by SageCRM - only required if integrating with SageCRM)

This is the same requirement as Service Manager.

Integration Access Pack VMEP uses Integration Access Pack (IAP) to connect to Sage Acac ERP and Service Manager. Each logging in to VMEP will use an IAP license. Make sure enough IAP licenses are installed. For demonstration purposes, the default number of one license is normally sufficient.


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Be aware that the alternative printing option

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uses one LanPak license when a report is created.

22.2.3.5.7 SageCRM for Sage Acac ERP VMEP can optionally integrate with SageCRM for Sage Acac ERP version 5.7 SP1 (patch f or later), version 5.8 SP3 (or later) or version 6.0 (patch c or later). Make sure the CRM to Sage Acac ERP integration is installed. If CRM integration was not selected in the initial installation or SageCRM is installed later, integration can be installed by selecting: Start » All Programs » Technisoft » Service Manager Employee Portal » Install CRM Integration Components

22.2.3.5.8 Service Manager VMEP requires Technisoft Service Manager version 5.3B or 5.4A installed and working properly. Consult the release document regarding Service Manager Service Pack or build requirements.

License Make sure your license file has been upgraded to include Employee Portal Server. Open any Service Manager desktop application and select Help » About to check your license file options.

Rebuild Online Program Language Resource Tables You must run the Rebuild Online Program Language Resource Tables program when Description fields in Company Options 760 are changed. For example, if you add a new Status Description, you must run this program to have the new Status Description appear. When performing this action, all s should log out of VMEP and you must run IISRESET at the end. You must also run the program when upgrading an installation of Service Manager with a new build (e.g., release version to Service Pack 1) or new version (e.g., 5.3B to 5.4A). Select Service Manager » V/M Setup » V/M General » Options » Processing tab.



Click

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.

Note: This button may be labeled or you may need to select Company » Load Online Portal Tables, depending on the Service Manager version/build that you are using. A Warning message will be displayed. Click [Yes] to continue. This button will only be displayed if any of the following Service Manager Add-On products are active: · Employee Portal Server · PDA Server

Service Manager Employees To get the full functionality (like My Dashboard) of VMEP, make sure all s logging in to VMEP are defined as Service Manager Employees.

22.2.3.6 Pre-Installation Preparation This section describes how to prepare the Web , Web rights and Windows 2003 Server/Windows Vista.


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22.2.3.6.1 Web For this web application, all requests will be executed under the security context of the Anonymous in IIS. By default this is called IUSR_<server name>. The default has limited rights to the system, so you must create a dedicated for the VMEP website, and name it VMEP. This should be a member of the s or Domain s group, and for Windows 2003 Server and Windows Vista, also a member of the local IIS_WPG group. For Windows XP, this should be a member of the s group.

22.2.3.6.2 Web Rights The VMEP web needs to have the following security rights: · Full rights to the ACAC Shared Data Directory, and read access to the Application folder if different from the Shared Data folder. · Full rights to the VMEP web folder. This has to be set later since the folder is not created yet on a new installation. · Read access to this registry path: HKEY_LOCAL_MACHINE\SOFTWARE · Able to run as the Anonymous IIS . Refer to Windows 2003 documentation. The two last requirements are normally inherited through its hip in the s or Domain s groups. To apply changes in security settings, it is normally a requirement to run IISRESET. IISRESET will reset all websites and existing VMEP s will have to again.

22.2.3.6.3 Preparation on Windows 2003 Server The following items must be configured if running on a Windows 2003 Server. In Internet Information Server Manager under Web Service Extensions, make sure ASP.NET 2.0 is allowed. Under Application Pools create a pool based on default settings and call it VMEP. Configure it as follows: · · · ·

Turn off Recycle worker process (in minutes) Consider turning on Recycle worker process once during night time Turn on Idle timeout after 120 minutes Set VMEP as the Identity

This configuration is the default recommendation based on experience gained in our production environment. Further tuning can sometimes be required. Be aware that a change in application pool setting will restart the application, and s will have to again.



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22.2.3.6.4 Preparation on Windows Vista As with an installation on Windows 2003 a dedicated VMEP Application Pool has to be created. Use the Internet Information Server Manager to create the pool with the following settings:

Also assign an Identity to this Pool as described for a Windows 2003 installation using Advanced Settings.


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22.2.3.7 Post Installation Tasks After a new installation has been performed, the following steps have to be completed: 1. Set Full permissions to the VMEP folder in your website folder (normally c:\inetpub\wwwroot\vmep) for the VMEP . 2. Note: This step is not required for Windows Vista! Configure VMEP virtual directory to run as ASP.NET 2.0 by using IIS management and view properties for the VMEP virtual directory.



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If you can’t find the ASP.NET tab, it can be configured by using the following command in the Windows\Microsoft.NET\Framework\v2.* folder: aspnet_regiis –i (This command can possibly set all websites to ASP.NET 2.0. If that is not the intention, please ASP.NET documentation on how to set this for individual websites.) If you get an error message when accessing the VMEP website that reports .NET Framework 1.0 or 1.1, this step has not been completed. 3. Note: This step is not required for Windows Vista! Assign the VMEP as the Anonymous for the VMEP virtual directory by using the Directory Security tab in IIS Management view properties of VMEP virtual directory. 4. Note: This step is not required for Windows Vista! Turn off Integrated Windows authentication. (Clear the Integrated Windows authentication check box.)


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5. For Windows 2003 Server or Windows Vista: In the Virtual Directory tab, configure VMEP to use the previously created application pool called VMEP. For Windows Vista: Select .NET Compilation and then select Advanced Settings. In this window set Physical Path Credentials to the previously created VMEP and select the "VMEP" Application Pool.



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For Windows 2000 or XP: Set Application Protection to: High (Isolated) and since the application pool is not available, it is necessary to modify the highlighted text in the following line in inetpub\wwwroot\vmep\web.config: " /> where is the name of the computer on which VMEP is installed (unless the VMEP is a domain , then use domain name), and <> is the VMEP . e.g., 6. To make sure the VMEP can run ASP.NET, run the following command in the Windows\Microsoft.NET\Framework\v2.* folder: aspnet_regiis -ga \vmep where is the name of the computer on which VMEP is installed e.g., aspnet_regiis -ga polaris\vmep 7. If using Windows 2000 or XP, make the following change to enable printing of reports: In the file vmep/reports/reportgenerator.aspx, change the highlighted value to AspCompat="true"


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<%@ Page MasterPageFile="~/Controls/MasterPages/VMEPTemplate.Master" Language="c#" Codebehind="ReportGenerator.aspx.cs" AutoEventWireup="True" Inherits="Technisoft.ServiceManager.VMEP.Reports.ReportGenerator" Title="Print Report" AspCompat="false" EnableViewStateMac="false"%> 8. Run IISRESET. (This has to be done since the security setting will have changed. This will stop all websites on the server.) 9. Test VMEP web site using: http://<servername>/vmep (Do not test it using the CRM site). If there is a problem logging on, use the diagnostic tools 1166 to help identify the cause of the problem. If using CRM integration and the in CRM to access Service Manager functionality, to give it access to VMEP. Refer to the Employee Web Portal Add-On Guide: » SageCRM for Sage Acac ERP 1194 topic for further information.

22.2.3.8 Configuration Options This section describes how to set various configuration options.

22.2.3.8.1 Filters and Search Screens By setting the following options manually in the section of web.config, it is possible to define a custom filter for Job Status in My Dashboard (My Service Manager), and to change the maximum records returned by Search screens. … If the setting DashboardCustomFilter is set, it can be selected by using the option in the Filter drop-down having the name defined in the setting DashboardCustomFilterName. The values correspond to the following Document Status Codes: Value

Document Status

0

Pending

1

Active

2

Held

3

Closed

4

Completed

5

Custom Document Status 1

6


7


8


9


10


11


12


13


14


If MaximumReturnedRecords is not set, it defaults to 100 records.



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22.2.3.8.2 Date and Number Formatting For non English countries it might be required to configure VMEP with the correct date and number formatting. Make sure the Currency Formatting in Sage Acac ERP matches the locally used formatting in Windows XP with regards to Thousands and Decimal Separators. Sage Acac ERP » Common Services » Currency » Currency Codes screen:

Windows XP Control /Regional Settings screen:


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Update the following line in web.config with your Culture code as defined in the list at http://msdn2.microsoft.com/en-us/library/system.globalization.cultureinfo.aspx. For example:

22.2.3.8.3 Reports To be able to perform printing in VMEP, Adobe Acrobat Reader must be installed on the client.

Usage To print a Quote, open the Service Manager Quote and then click the Print button in the context menu to the right. The Invoice and Credit Note reports are accessible by clicking the Posting Number on the Invoice/Credit tab from the Site or Equipment detail screens. A Posting tab has also been introduced in the Document Tree when viewing a Document that can be posted. It is visible when the Document Header is selected. From this Posting tab, Invoices can be printed. After an Invoice, Credit Note or Quote has been selected, an optional parameter screen is displayed. By clicking Create Report, the actual report is created.

Printing cleanup A PDF file is created in the subfolder called temp, for every report request. Make sure the IUSR Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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has been configured with access rights as described previously. To clean up the temp folder, create a BAT file with the following commands on the server, and use Task Scheduler to run it regularly. cd c:\inetpub\wwwroot\vmep\temp del *.pdf Alternative report generation By default VMEP uses the current IAP session to initiate a report request with Sage Acac ERP. As a temporary solution to report issues, try the following option: Update the in web.config with the following settings: In this case the application will use one LanPak license to connect to Sage Acac ERP as the report is generated. to run IISRESET between every configuration change since DLLs and security settings can be cached. Please Technisoft on [email protected] if you are not able to solve report issues.

22.2.3.8.4 Installation 1. Start the Service Manager Employee Portal installer. Windows Vista Turn off Vista Access Control. Log on as an and run the setup.exe installation file using the Run as right-click option. Windows XP and Windows 2003 Server Run the .msi installation file. 2. Click [Next]. 3. Read the License Agreement, select I Agree and then click [Next].


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4. If you wish to integrate Service Manager with SageCRM for Sage Acac ERP, select 5.7/5.8. Otherwise, to install the VMEP Employee Portal without SageCRM, click I don’t want to install the CRM Integration Components at the time. The CRM Integration Components can be installed at any time by running: Start » All Programs » Technisoft » Service Manager Employee Portal » Install CRM Integration Components.



5. Click [Next].


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6. Normally select Default Web Site and leave the Virtual directory as VMEP. Optionally you can select another Web Site and enter the Virtual Directory name to install the Employee Portal in another location. 7. Click [Next]. 8. Click [Next] in the screen that confirms the installation. 9. The VMEP application will now install. 10.If you opted to install the CRM Integration, the CRM Integration Installer will start, otherwise continue to step 18 1161 . Instructions are included in the installer and you may press F1 or click the ? icon to get help on any of the fields. 11.Click [Next]. 12.Select the required CRM Version and Installation you want to integrate with Service Manager and then click [Next].

If there are any problems you can select Let me select an installation location and manually enter the location of the CRM installation. Just make sure you specify the root folder of the CRM installation (where eware.dll is stored).



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13.Make sure the details are correct and then click [Next]. 14.The Installer will copy the CRM Integration files into the CRM file structure including the CRM Component Script. 15.Complete the steps listed on the installer and tick the I’ve completed the steps listed above. check box when complete.

16.Click [Next]. 17.Click [Finish] on the last CRM Integration screen. 18.The Employee Portal Configuration tool will pop up. Instructions are included in the tool and you may


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press F1 or click the ? icon to get help on any of the fields.

19.You may be prompted to select the Web Server and Virtual Directory where VMEP was installed. If so, please select the appropriate Web Site and Virtual Directory using the drop-down lists and then click [Next]. 20.Select 5.3B or 5.4A for Technisoft Service Manager Version. 21.Enter the ID of the Sage Acac ERP Company Database you want to access through the Employee Portal (e.g., VMI54A if using the Service Manager Sample Data).

22.Click [Next]. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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23.Select or enter the name of the Database Server. If you are using a database on the same computer, you may use localhost. 24.Select or enter the System Database from the drop-down list (e.g., VMS53A). Alternatively you may manually enter the database to use.

25.Select the Security type you want to use for accessing the Database Server. If you selected Use the following credentials, enter the details for the Database that has access to the System Database. If you are hosting your Service Manager data in SQL Server, the details (except for ) will be automatically configured for you. To use Windows Integrated Security you must ensure that the Anonymous Access in IIS has read/write permissions to the Company Database in SQL Server.

26.Click [Next] to configure the Company Database in the same way as above, and then click [Next]. 27.To enable full integration with SageCRM for Sage Acac ERP, tick the Integrate with CRM check box. 28.Select the CRM Installation you want to integrate with Service Manager Employee Portal.


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If the CRM Installation cannot be determined automatically, enter the CRM Web Service URL manually. The default location is http://<SERVER>/CRM/eware.dll/WebServices/SOAP, where <SERVER> is the address required to access the CRM Server. 29.Accept the default CRM Web Service and then click [Next]. 30. the configuration settings and then click [Test Settings] to run the Diagnostic Utility.

31.Enter any valid Sage Acac ERP Id and and then click [Run All Tests].



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If any of the tests fail, the reason will be written to the Test Log. Check the configuration values and run the tests again. The tests can also be run individually by clicking the appropriate [Run Test] button. If problems are still reported, click [Create Email] and copy the contents of the to that email. Be aware that this test in NOT 100% representative since it runs in the Security Context of the currently logged on . The same test can be run from the VMEP screen 1166 . 32.Close the test form and then click [Next] to save the configuration. 33.Click [Finish] to complete the configuration. The configuration tool can be run at any time by going to Start » All Programs » Technisoft » Employee Portal Configuration.

22.2.3.9 Troubleshooting This section contains solutions to common configuration problems.

22.2.3.9.1 Service Manager Version Upgrade If Service Manager is upgraded (e.g., 5.3 to 5.4), you must perform the following: · Run the Employee Portal Configuration Tool 1161 and change the Service Manager Version accordingly. · Rebuild Online Program Language Resource Tables 1146 . Also Rebuild Online Program Language Resource Tables

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when Description fields have been updated.


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22.2.3.9.2 Website Diagnostics The diagnostic tests included as the last part of the VMEP installation are not necessarily 100% accurate since they normally don’t run in the security context and runtime environment of the actual website. If there is an error message when logging on to the website, press Alt+D (Crtl+Alt+D in IE7) and then click [OK] in the screen and normally. You will be taken to a special screen similar to the test screen of the Installation tool. Tick the View Log check box to see the detailed messages of the diagnostic testing.

22.2.3.9.3 XAPI DLL Loading Issue

Background Some sites installing VMEP have reported a problem where core Sage Acac ERP DLLs cannot load into the Web application. This issue can normally be identified by one of the following error messages: · On the screen:

· In the startup log when using Diagnostics logon (Alt+D or Ctrl+Alt+D in IE7): Attempting to load a4wmem32.dll Library into the Managed AppDomain for execution. Current Identity is 'xxxxx’ FAILURE FAILURE: Failed to load a4wmem32.dll for execution, handle was = '0'. The last Win32 Error was = '487' and HRESULT = '-2147024409' Attempting to load A4WAPI.DLL Library into the Managed AppDomain for execution. Current Identity is 'xxxx' FAILURE FAILURE: Failed to load A4WAPI.DLL for execution, handle was = '0'. The last Win32 Error was = '487' and HRESULT = '-2147024409' · Or a log entry in Windows Event Log with the following message: Exception information: Exception type: Exception



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Exception message: Error reading license file: System.DllNotFoundException: Unable to load DLL 'A4WAPI.dll': Attempt to access invalid address. (Exception from HRESULT: 0x800701E7) These Acac DLLs requires a specific memory address to function properly. In this case the requested address is not available and the DLLs cannot load, and VMEP will not work. The solution to the problem is to replace two DLLs with versions that require a different memory address. There is one fix for Sage Acac ERP 5.3B and one for Sage Acac ERP 5.4A SP2 systems. As far as we understand, these fixes can only be applied to the “500” series of the product.

Technisoft to that the fix is required. We will provide you with a link to the fix if we establish that you need it. Installation is complex. Follow the installation instructions carefully and completely. Installation 1. the fix from the link provided. 2. Unzip the fix to a temporary folder. 3. Make sure all s have shut down their Sage Acac ERP applications on the Server and on Workstations. 4. Make sure all s have logged out of VMEP and SageCRM (if used). 5. Run IISRESET. 6. Stop the Service Manager PDA Service, if installed. 7. Take a backup copy of these DLLs in the Acac\runtime folder: a4wapi.dll and a4wmem32.dll 8. Copy the files a4wapi.dll and a4wmem32.dll from the ZIP file/folder to the Acac\runtime folder. 9. Open a browser and to VMEP. If the issue still occurs, one possibility can be that the old DLLs were still loaded in memory. Restart the server before trying to to VMEP again. The second possibility is that the new memory address was not available and another address has to be selected. In this case, follow these steps: 1. Run IISRESET 2. Update the following line in rebase.bat file in the temporary directory rebase –b 0x40000000 -f a4wapi.dll a4wmem32.dll Some possible options are: 0x8000000, 0x900000 3. Run rebase.bat 4. Copy a4wapi.dll and a4wmem32.dll to the Acac\runtime folder 5. Open a browser and to VMEP. To search for possible memory addresses, a tool called Process Explorer can be used. http://www.microsoft.com/technet/sysinternals/ProcessesAndThreads/ProcessExplorer.mspx Do not hesitate to Technisoft if you continue having problems [email protected]

Important! If a Service Pack of Sage Acac ERP System Manager is installed, these updated DLLs can be overwritten and the fix has to be reapplied. It may be necessary to reconfigure using another address if other applications are installed on the server and require the same memory space.


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22.2.3.9.4 Connecting to another Database If there is a requirement to use VMEP with more that one database the following temporary solution can be used: Regard your current VMEP installation as the Main installation. 1. 2. 3. 4. 5.

Create a subfolder of wwwroot called vmepxxxx (where xxxx is a name you select) Copy all files from vmep to this new folder Manually configure the web.config file in this folder for using the other database In IIS Manager, create an application for this new folder Set the following for the folder: a. Application protection high b. Asp.net 2 c. Set VMEP (or the used in the main installation as the anonymous ) as the anonymous .

For a future upgrade, you upgrade the main installation as described in the installation guide and you copy files to the vmepxxxx folder, but make sure not to overwrite the web.config file. Please Technisoft to review this procedure with our technician before performing it. (This procedure does not cover steps needed for SageCRM integration.)

22.2.3.9.5 HTTP Error 404 This error can indicate that ASP.NET 2 is not an allowed Web Service Extension. Refer Preparation on Windows 2003 Server 1148 .

22.2.3.9.6 XAPI Connection Error The following Diagnostic log (refer Website Diagnostics ed:

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) is displayed, however all tests during installation

Attempting to load XAPI32.DLL Library into the Managed AppDomain for execution. Current Identity is '(domain)\IUSR_(servername)' SUCCESS: LoadLibrary was Successful! XAPI32.DLL is now loaded into the Managed AppDomain and ready for execution. FreeLibrary has been called on XAPI32.DLL! Attempting to open an ACAC Xapi Session to the Company='VMI53B' using name='' and ='*****'... FAILURE FAILURE: Failed to open an Xapi Session because: 'An ACAC XAPI ERROR has occurred with Extended Error Code 1. Please see your system . This indicates a security issue. We recommend that you create a new for this site called VMEP. Refer Web 1148 . We can see from line 2 that VMEP is trying to access Sage Acac ERP using the default IIS . Make sure that the new has correct Web Rights 1148 . Asg that to the VMEP website is explained in Post Installation Tasks 1150 .

22.2.3.9.7 VMEP Configuration Error in CRM If you have installed and activated the VMEP CRM integration component, but get this error when clicking the Service Manager istration icon under CRM istration (you have to disable friendly http error messages): Active Server Pages error 'ASP 0131' Disallowed Parent Path /crm/CustomPages/Technisoft/Config/Config_Base.asp, line 1 The Include file '../../acaccrmdpp.js' cannot contain '..' to indicate the parent directory. As the message states you have to enable Parent Folders in IIS configuration for the CRM site. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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22.2.3.9.8 CRM s By default, the VMEP CRM integration component creates two s, WebService and Andrea Applegate, when installed in SageCRM. If you do not require the Andrea Applegate , clear the Include Sample Employee Portal "Andrea Applegate" check box.

If CRM licenses are limited, these s can be disabled. The WebService is used by VMEP to update CRM Opportunities and Cases. Any other with similar security rights and having Allow Web Service Access turned on can be used. In this case it is important to update the configuration of VMEP to include the alternative name and .

Alternatively, update the following line in web.config with matching and . The error message Couldn't the CRM Web Service… indicates that there is a mismatch between configuration in CRM and in VMEP related to CRM Web Service access.

22.2.3.9.9 NullReference Error while opening Create Document If you experience a NullReference Error while trying to run Create Document, the reason for the problem can be that the VMIPRS table is empty. Refer Rebuild Online Program Language Resource Tables 1146 .


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22.2.4 Using the Employee Web Portal Add-On This guide explains how to use the Service Manager Employee Web Portal Add-On. For information on how to install the Service Manager Employee Web Portal Add-On, refer to the Employee Web Portal Add-On Installation Guide 1141 . Functionality and concepts are similar to those in the Service Manager Desktop product and are explained in detail in the Service Manager Guide.

22.2.4.1 Starting the Employee Web Portal Add-On your system for information about starting the Service Manager Employee Web Portal Add-On. The default URL is http://<server>/vmep, where <server> is the name of the server that the application is installed on. Your system may, however, have set this up differently and will be able to provide you with the correct link or a shortcut to the application. The Service Manager Employee Web Portal Add-On screen will be displayed when the application is started.

22.2.4.2 Logging in to the Employee Web Portal Add-On

Employee Web Portal Add-On s require a Sage Acac ERP to . In addition to this, the Sage Acac ERP Code must be the same as a Service Manager Employee Code. For example, to create an Employee Web Portal Add-On for an existing Employee, Andrea Applegate, with Employee Code ANA, you need to create a Sage Acac ERP with the Code ANA. If Andrea wants to to the Employee Web Portal Add-On, she would with Name ANA and the correct for her Sage Acac ERP .



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22.2.4.3 Employee Dashboard

The Employee Dashboard (My Dashboard) displays a list of Jobs the Employee is Assigned to. The list can be filtered by Status (Open, Completed, Overdue, Over Budget) and by predefined Date Ranges (Today, Yesterday, Last Week, etc.) based on the date the Document was originally created (Date Entered). You can also create custom filters based on Status. Refer Custom Job Filters 1171 . The Dashboard also displays a list of the Equipment and Sites relevant to the filtered list of Jobs. The Dashboard can be accessed from the Main Menu.

Note: · If you click a Site Name or Site Code, the Site Folio 1187 for that Site will be displayed. · If you click an Equipment Code, the Equipment Folio 1188 for that Site will be displayed. Click the Job Number of the Job to be displayed.

22.2.4.3.1 Custom Job Filters A custom Job Filter named My Filter is shown below.


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Creating a Custom Job Filter Select Create a Filter ...

The Custom Job Filter window will be displayed.

Tick the check box of each Status that you want to use as your Filter and then click Save. The Custom Filter will be shown and the data will be refreshed based on the Custom Filter.

Deleting a Custom Job Filter Highlight the Custom Filter to delete and then click the Delete button.



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A Confirmation message will be displayed.


Editing a Custom Job Filter Highlight the Custom Filter to edit and then click the Edit button.

The Custom Job Filter window will be displayed. Select the Status values that you want to use as your Filter and then click Save.

22.2.4.4 Time Entries

The Time Entries screen provides the ability to manage Employee Time Entries. Employees can create new Time Entries against Jobs they are Assigned to, display a filtered list of Time Entries and edit existing Time Entries. The Time Entries screen can be accessed from the Main Menu or My Dashboard.


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Finding Time Entries

You can search for Time Entries by Employee, Timesheet, Start Date (From) and End Date (To).

Enter the search criteria and then click Go. All the Time Entries that match the search criteria will be listed.

Creating a Time Entry

Click New Time Entry. The Insert Time Entry screen will be displayed.

Enter the Time Entry and then click Save. Document and Service Code are the only mandatory fields.



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After you select the relevant Document, the screen will refresh and all Phases on the Document will populate the Phase drop-down list. Select the Phase that the Time Entry applies to. After you select the relevant Phase, the screen will refresh and all Equipment on that Phase will populate the Equipment drop-down list. Select the Equipment that the Time Entry applies to. Select the Service Type and Service Code categorizing the type of Service. Time can be entered as a Start Date & Time and End Date & Time or as a Start Date & Time and a Duration. If you enter a Duration, the End Date & Time will be calculated. A part hour must be expressed as a decimal. For example, a Duration of 1 hour and 30 minutes must be entered as 1.50, not 1.30. Enter a Timesheet reference and Notation if applicable.

Editing a Time Entry

Click the Edit Time Entry icon to the right of the Time Entry to edit. The Edit Time Entry screen will be displayed.

Change the Time Entry as required and then click Save.

Deleting a Time Entry

Click the Delete Time Entry icon to the right of the Time Entry to delete. A Confirmation message will be displayed.



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Recalculating Totals

The Totals that appear at the bottom of the screen are not updated automatically when you create, edit or delete time entries.

Click Calculate Totals to recalculate the totals for all the Time Entries shown.

22.2.4.5 Searching for Documents, Equipment and Sites

Employees can perform an advanced search for Documents, Equipment and Sites using the Search Screens. The Employee can specify detailed search criteria to find a particular Document, Site or Equipment or even display a list of similar items matching the criteria. The Find Document, Find Site and Find Equipment screens can be accessed from the Main Menu. Click Find. The Find drop-down list will be displayed.

Select Document, Site or Equipment as required.

Find Document The Search for Documents window will be displayed. Enter the required search criteria and then click the Find icon on the right of the screen. All Documents that match the search criteria will list at the bottom of the screen.



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Find Site The Search for Sites window will be displayed. Enter the required search criteria and then click the Find icon on the right of the screen. All Sites that match the search criteria will list at the bottom of the screen.

Find Equipment The Search for Equipment window will be displayed. Enter the required search criteria and then click the Find icon on the right of the screen. All Equipment that matches the search criteria will list at the bottom of the screen.


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22.2.4.6 Documents This section explains how to create Documents, post Invoices, Credit Notes, Cost Only entries and Receipts, and print Invoices, Credit Notes, Quotations and Work Order - Job Cards.

22.2.4.6.1 Creating a New Document

» Document Employees can create a new Document by copying an existing Document of the same or another type. This functionality is the same as the Copy Document function available in the Service Manager Desktop product. (Refer to the Service Manager Guide: Copy Document 459 topic.) You can create a Job based on a Quotation, Template or another Job, create a Quotation based on a Template, and so on. You can copy to/from Jobs, Sales, Quotations, Templates and Recurring Jobs. You can change the Customer and Equipment details during the Copy function. When copying Quotations, the Quotation can be used to formulate a Budget for the new Document being created. The Create New Document screen can be accessed from the Main Menu. Click New. The New drop-down list will be displayed.

Select Document. The New Document screen will be displayed.



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Enter the type of Document to create (Create New). Select the "source" Document - select the source Document type (From Existing) and then select the source Document (Document ID) using the Finder

.

Click Go. The Document Header fields will be prefilled based on the source Document. Modify these fields as required and then click Create. Note: If you require a new Site, click Create New Site. Refer Creating a New Site

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.

The new Document will be displayed in the Document Entry screen 1180 . The Document will be allocated the next available Document Number for the applicable Document type. Note the Source Document Number.


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22.2.4.6.2 Document Entry screen The Document Entry screen will be displayed when you select a Document or create a new Document. The Document will be displayed in an easy to follow tree structure. The Document Entry screen provides Employees with functionality similar to that of the Document Entry screen in the Service Manager Desktop product. Employees can View, Edit and Delete Documents, Insert, Edit, Delete and Hold Document Lines (Job Phases, Equipment, Billing, Items, Services and Notations), Create Assignments, Maintain Custom Fields, Post Invoices, Credit Notes, Cost Only Entries and Receipts, and print related reports/forms such as a Work Order - Job Card (from a Job), an Invoice or Credit Note (from Postings) or a Quotation. Refer to the Service Manager Guide: Document Entry Service Manager Document Entry and associated functions.

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topic for additional information about

Editing a Document and navigating the Document tree is very intuitive. Functionality is context sensitive. For example, if you right-click on a Billing node, you will only be able to insert a Service, Item or Notation; if you right-click on a Phase, you will only be able to insert Equipment, a Billing Group or Notation.



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The lower portion of the screen shows data relating to the currently selected node.

Important information: Each time you click on a node, the Employee Web Portal Add-On will access the Service Manager database and the screen will be refreshed. To avoid this, use the right-click functions. For example, you want to add Equipment to a Phase, but an Item node is currently displayed showing the Item details. DO NOT click on the Phase node!! Instead, right-click on the Phase node and select Insert / Insert Equipment as shown below. There is no need to click on the Phase first. Doing so will cause unnecessary data retrieval and delay.

22.2.4.6.3 Posting Invoices, Credit Notes, Cost Only entries and Receipts

Select the line to post and then click

. The Post Document window will be displayed.


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Click to post the Invoice, Credit Note, Cost Only entries and Receipts, whichever apply. A Confirmation message will be displayed.

Click [OK] to print the Invoice. Refer Printing Invoices and Credit Notes

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.

All Postings for the Document will be shown in the Document Postings tab.

Click the Posting Number to regenerate the Invoice.

22.2.4.6.4 Reports/Forms The following reports/forms are available in the Employee Web Portal Add-On: · Invoices and Credit Notes 1183 (from Postings) · Quotation 1184 (from a Quotation) · Work Order - Job Card 1185 (from a Job) All reports are generated as Adobe PDF files. When you generate the report it will open in Adobe Acrobat Reader. Use the Adobe Acrobat Reader Print function to print a hard-copy of the report. Refer also Reports/Graphs

1191

.



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Printing Invoices & Credit Notes Invoices and Credit Notes can be generated when Posting Document lines from the Document Postings tab.

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. They can also be generated

To generate an Invoice (in this case), click the Posting Number of the Invoice. The Generate Report screen will be displayed.

Select the required options and then click Create Report. The Invoice will generate and then open in Adobe Acrobat Reader. Use the Adobe Acrobat Reader Print function to print a hard-copy of the Invoice.

After the Invoice has been created, a link will appear on the Generate Report screen. Click Link to report to display the Invoice again.


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Printing Quotations To generate a Quotation, display the Quotation in Document Entry and then click Print.

The Generate Report screen will be displayed.

Select the required options and then click Create Report. The Quotation will generate and then open in Adobe Acrobat Reader. Use the Adobe Acrobat Reader Print function to print a hard-copy of the Quotation.



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Printing Work Order - Job Cards To generate a Work Order - Job Card, display the Job in Document Entry and then click Print.

The Generate Report screen will be displayed.

Select the required options and then click Create Report. The Work Order - Job Card will generate and then open in Adobe Acrobat Reader. Use the Adobe Acrobat Reader Print function to print a hard-copy of the Work Order - Job Card.


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22.2.4.7 Sites The section explains how to display a Site Folio/Summary and how to create a new Site.



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22.2.4.7.1 Site Folio (Site Summary)

The Site Folio is displayed when you click a Site Name or Site Code on the Employee Dashboard

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.

The Site Folio provides a summary of information that is relevant to a particular Site, such as: · · · · · · ·

a general Profile Custom Fields Documents for the Site Equipment at the Site Invoices or Credit Notes posted against the Site Notations Site History (refer History Search 1190 )

The Site Folio also provides the ability to: · modify an existing Site

· create a New Document for the Site

· create a New Equipment record for the Site

22.2.4.7.2 Creating a New Site

» Site Employees can create a new Site for an existing A/R Customer using the Create New Site screen. It allows the Employee to specify the Site Details, Primary and optionally, Custom Fields information for the new Site. The Create New Site screen can be accessed from the Main Menu.


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Click New. The New drop-down list will be displayed.

Select Site.

22.2.4.8 Equipment The section explains how to display an Equipment Folio/Summary and how to create new Equipment.

22.2.4.8.1 Equipment Folio (Equipment Summary)

The Equipment Folio is displayed when you click an Equipment Code on the Employee Dashboard


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.


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The Equipment Folio provides a summary of information that is relevant to that particular Equipment record, such as: · · · · · · ·

a general Profile Custom Fields Documents the Equipment is on Faults ed for the Equipment Invoices posted against the Equipment Notations Equipment History (refer History Search

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)

The Equipment Folio also provides the ability to: · modify an existing Equipment record

· jump to the related Site Folio - View Site

· create a New Document for the Equipment

22.2.4.8.2 Creating New Equipment

» Equipment Employees can create a new Equipment record for an existing Site using the Create New Equipment screen. It allows the Employee to specify the Site Details, Primary and optionally, Custom Fields information for the new Equipment. The Create New Equipment screen can be accessed from the Main Menu.

Click New. The New drop-down list will be displayed.


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Select Equipment.

22.2.4.9 History Search

Employees can search for history on Sites, A/R Customers, Models, Equipment or Documents and narrow the report between a date range. The History Search Screen can be accessed from the Main Menu or from the Equipment History tab or Site History tab.

Enter the search criteria and then click Go.



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22.2.4.10 Reports/Graphs

» The intent of the Reports section of the Employee Web Portal Add-On is to provide a central point of access to a number of Service Manager reports. Currently however, the only "report" that can be produced from the Reports section is a pie chart showing Proportion By Priority, Status or Job Type for the various Document Types for a specified period. The Reports screen can be accessed from the Main Menu.

Click Reports and then select

.

Enter the required report criteria and then click Create Graph. Note: There are a number of printable reports available in the Employee Web Portal Add-On. These reports are however context specific and cannot be selected from the Reports section of the Employee Web Portal Add-On. The following reports are available: · Invoices and Credit Notes 1183 (from Postings) · Quotation 1184 (from a Quotation) · Work Order - Job Card 1185 (from a Job) Refer Reports/Forms

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.

22.2.4.11 Miscellaneous Tools The section explains how to use the following common tools: · · · ·

Recent Menu 1192 Grids 1192 Finders 1193 Date Picker 1193


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22.2.4.11.1 Recent Menu

The Employee Web Portal Add-On maintains a record of the Documents, Sites and Equipment that each Employee has recently accessed and provides a shortcut menu to access each of them. The Recent Menu is available everywhere in the application by clicking the [Recent] Button.

22.2.4.11.2 Grids

The Employee Web Portal Add-On makes use of sorted, paginated grids. You can click any column header to sort the grid by that column. You can also page through a grid using the paging controls in the top right-hand corner of the grid. Each grid contains a maximum of 10 entries per page.



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22.2.4.11.3 Finders

Finders are used throughout the Employee Web Portal Add-On to provide a simple method for selecting particular codes. Like the general grids, you can sort and paginate. Finders also allow you to perform basic filtering to narrow down the list of items displayed in the grid. The example above is just about to display sites with a Bill To Name containing bar.

22.2.4.11.4 Date Picker

The Date Picker used in the Employee Web Portal Add-On allows for fast data entry by accepting any standard formatted date string or even English phrases such as "tomorrow", "next Friday", "Tues", "in 2 months". You can also click the calendar button to display the calendar and pick a date manually.

22.2.4.12 Logging out of the Employee Web Portal Add-On

To log out of the Employee Web Portal Add-On, click the Log Out icon on the Main Menu.


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22.2.5 SageCRM for Sage Acac ERP Integration This section explains how the Service Manager Employee Web Portal Add-On is integrated with SageCRM for Sage Acac ERP and explains the additional functionality available when integrated with SageCRM. Note: This guide assumes that the Sage Acac ERP 5.3/5.4 Integration and the Employee Web Portal CRM Integration components have been successfully installed.

22.2.5.1 How SageCRM connects to the Employee Web Portal Add-On

In order for SageCRM to connect to the Employee Web Portal Add-On, a SageCRM must provide a URL linking to the Employee Web Portal Add-On Application following the instructions provided.

22.2.5.2 How CRM s are linked to Employee Web Portal Add-On s

Before a SageCRM can access the Employee Web Portal Add-On from within SageCRM they must first be set up as a valid Sage Acac ERP and then provided with access to the Employee Web Portal Add-On. To do this, simply provide the name and for the Sage Acac ERP/ Employee Web Portal Add-On and tick the Allow VMEP Access check box in the CRM setup screen.



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22.2.5.3 My Service Manager

You can access the Employee Dashboard by clicking on the My Service Manager tab in My CRM. This provides exactly the same functionality as the Employee Dashboard 1171 within the Employee Web Portal Add-On.

22.2.5.4 Converting CRM Opportunities to Service Manager Quotes A CRM Opportunity can be converted to a Service Manager Quote by creating a new Service Manager Quote within the CRM Opportunity. To do this, click the Service Manager Quote tab in the Opportunity screen (or use a workflow within the CRM Opportunity) and then create the Service Manager Quote.

Once the Quote has been created it is linked to the Opportunity and can be viewed at any time by clicking the Service Manager Quote tab in the Opportunity screen. Items that are added to a Service Manager Quote are added to the Opportunity as Opportunity Items, and the Opportunity Total and Status are updated when the Quote is modified.


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Quoting Prospects that are not Customers

Issue We want to quote a Prospect that is not a Customer in s Receivable. It appears that you must promote a Prospect to a Customer before you can generate a Quote. Comments CRM links one A/R Customer to one CRM Company. It is not possible to have more than one CRM Company link to the same A/R Customer. That is a CRM/Sage Acac ERP limitation. Therefore if you use a 9999 (e.g., cash customer) to create the Quote, that will be linked to the CRM customer. It is not possible to link more than one CRM Company to that A/R customer, therefore you would need an in A/R for each Quote. Note that the Bill To in Service Manager can be changed later from 9999 to an actual Bill To once the Quote has been accepted and the A/R Customer has been created, but it is not possible to start that process in CRM. The Customer must exist in CRM before a Quote can be created, so a CRM solution will not work this way. Note: It is possible if using the Employee Web Portal Add-On without CRM to set up one A/R 9999 and point it to more than one A/R Customer. Just however that you will require IAPs if using the Web Portal standalone.

22.2.5.5 Promoting a Quote to a Job or Sale Once a Quote has been approved it can be promoted to a Job or Sale by clicking the Promote icon in the Service Manager Quote tab at which point the Opportunity Status will be set to Won.



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22.2.5.6 Converting CRM Cases to Service Manager Jobs Similarly to Opportunities, a CRM Case can be converted to a Service Manager Job.

22.2.5.7 CRM Workflow Integration

The CRM Opportunity and Case workflow can be modified to include the concept of promotion to Quotes and Jobs respectively by using the CRM Workflow engine. The following scenario provides an example of how to do this.


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· After disabling the Case Workflow in CRM, create a new Workflow Rule called Promote to Job. · Set the Alternative Image for Rule to Promote.gif · Enter Technisoft/VM_PromoteCaseToJob.asp as the Custom File Name.

· Create a new Workflow State called Job.



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· Drag the Promote to Job Transition Rule onto the Workflow in the desired position. · Drag the Job State onto the Workflow diagram and attach it to the Promote to Job Transition Rule.

When you create a new Case or access an existing Case the Promote to Job Workflow Action will appear as part of the Workflow you just defined.

22.3 Service Manager for PDA Welcome to the Service Manager for PDA Add-On.


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Service Manager for PDA

22.3.1 Overview Introduction As the price of PDAs continues to plummet, more and more organizations are maximizing their field engineers' time utilization by allowing and encouraging them to use mobile wireless devices. With Service Manager for PDA, an engineer while in the field, is able to use a mobile device such as a PDA or notebook computer to sign off on jobs, receive new jobs, create instant escalations by changing job status and priority, carry out part replacements, add labor/time entries, create new jobs, add new equipment, check history, log and search the fault database, complete tasks and activities for preventative maintenance, and more. Service Manager for PDA is an optional Service Manager product.


22.3.2 Licensing and Product Registration To use Service Manager for PDA, you must purchase PDA Server which includes five (5) licenses, and then the product to activate the licenses. Additional PDA licenses can be purchased from your Sage Acac Solution Provider. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: The PDA application uses the Sage Acac COM API. One LanPak license is therefore required for all PDAs connecting to the application.

22.3.3 Installing Service Manager for PDA This guide explains how to install and upgrade Service Manager for PDA. For information on how to use Service Manager for PDA, refer to the Service Manager for PDA Guide 1219 .

It is very important to follow this guide thoroughly during the installation process! This application consists of two elements: · the Server application which is normally installed on one central server or PC and performs the communication with Sage Acac ERP. Due to differences in Sage Acac .NET Libraries, there is one installation file for Sage Acac ERP 5.3 and one for Sage Acac ERP 5.4 installations. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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· the Client application which is installed on each PDA or Windows PC (typically a notebook computer) and communicates with the Server application. This installation file covers both Sage Acac ERP 5.3 and 5.4 installations.

22.3.3.1 Overview The following lists highlight the Service Manager for PDA installation. Server installation · · · ·

Install Sage Acac .NET Libraries Install Microsoft .NET Framework Version 2.0 runtime Install PDA Service application Configure PDA Service application

Client installation · · · ·

Install Microsoft .NET Framework Version 2.0 runtime Install Microsoft SQL Server 2005 Compact Edition for Windows (if running the Client on Windows) Install Client application to PC Configure Client application (if running the Client on Windows)

PDA installation · · · ·

Install Microsoft .NET Compact Framework 2.0 Service Pack 2 Install Microsoft SQL Server 2005 Compact Edition for PDA Install Client application to PDA Configure Client application

22.3.3.2 Requirements This section describes key requirements for installing this application. General · Sage Acac ERP System Manager version 5.3 or 5.4 · Service Manager version 5.3B or 5.4A · One of these databases: SQL Server 2000, SQL Server 2005 or Pervasive 8.6 or 9 (At this stage the current version of the application has not been fully tested on IBM DB2.) Server · Operating system: Windows XP, Windows 2003 Server or Windows Vista. (The application has not been tested on Windows 2000 or in a 64-bit environment.) PDA Generally the PDA has to Microsoft .NET Compact Framework 2.0 and Microsoft SQL Server 2005 Compact Edition, which means: · Operating system: Windows Pocket PC 2003, Windows Mobile 5 Professional, Windows Mobile 6 Professional · ARM based Processor, like Intel XScale or TI OMAP Other requirements: · Have a stylus and touch screen (Pocket PC or Professional edition, not Smartphone or Standard edition) · Microsoft ActiveSync (Windows XP) or Windows Mobile Device Center (Windows Vista) installed on the PC used for cradling the PDA during installation For wireless (non cradled) data synchronization, the PDA has to connect to the Internet using a wireless network (WiFi) or mobile phone networks like GPRS, CDMA, 3G or EDGE.


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22.3.3.3 Sage Acac ERP Installation

Installation and Files The latest installation and files for Service Manager for PDA should be ed from the Technisoft website: · PDA3Install.zip contains the Service Manager PDA installation files · PDA3.zip contains the required files from Microsoft These files can be ed from the Technisoft Center at http://www.technisoft.com.au//s.aspx. Note: You must be logged in as a Business Partner to access these files. Installation and files are also included on the Service Manager for PDA CD.

Required Sage Acac ERP Modules The following Sage Acac ERP modules are required for installation of Service Manager and the Service Manager for PDA application: · · · ·

System Manager General Ledger s Receivable Inventory Control

Sage Acac .NET Libraries During installation of Sage Acac ERP System Manager, Sage Acac .NET Libraries should be installed. For an existing Sage Acac ERP installation, open Control » Add or Remove Programs (Programs and Features in Vista) and look for the following entry to that Sage Acac .NET Libraries have been installed.

Make sure the version of Sage Acac .NET Libraries is the same as the version of Sage Acac System Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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Manager. If you have an old version of the .NET Libraries, uninstall it before installing the current version as described below.

Installing Sage Acac .NET

New Install On a new installation of Sage Acac ERP, either do a complete installation, or for a custom installation, make sure you tick the option named System Manager .NET Libraries.

Reinstalling Sage Acac .NET Libraries If Sage Acac .NET Libraries needs to be installed, go to the Acac\Runtime folder and run the installer named smdotnet.exe. If that file does not exist, you have to modify the existing installation of Sage Acac ERP System Manager to include the Sage Acac .NET Libraries.

Sage Acac ERP Service Packs We recommend installing the latest service packs for Sage Acac ERP. Consult the System Manager release notes regarding steps to upgrade Sage Acac .NET Libraries. In some cases, Sage Acac .NET Libraries has to be uninstalled before a new version can be installed.

Installing PDA Server on a Separate Computer The PDA Server application is normally installed on the same computer on which the Sage Acac ERP files are installed, and Sage Acac ERP also has to be able to run on the computer, e.g., it cannot only be a plain file server for Sage Acac ERP files.


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If, for load sharing purposes, the PDA Server application needs to be installed on a separate PC, make sure Sage Acac ERP and Service Manager Workstation installations are performed and that Sage Acac .NET Libraries is installed. Refer Reinstalling Sage Acac .NET Libraries 1203 . In this case it is also important that the Technisoft PDA Service runs under an having access rights to the Sage Acac ERP files. The local System only has access to files on the local server.

22.3.3.4 Service Manager Installation Install Service Manager if it is not already installed. There are no special steps to follow when installing Service Manager; proceed as normal. Make sure the Service Manager installation is licensed for the PDA Application before proceeding, Open any Service Manager screen and then select Help » About. In the licensing section, look for the entry named PDA Server and if more that 5 s are needed, look for additional PDA licenses in the list. The latest Service Pack for Service Manager has to be installed for PDA transaction logging to work.

22.3.3.5 Rebuild Online Program Language Resource Tables You must run the Rebuild Online Program Language Resource Tables program when Description fields in Company Options 760 are changed. For example, if you add a new Status Description, you must run this program to have the new Status Description appear. When performing this action, the PDA Service must be Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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Stopped. You must also run the program when upgrading an installation of Service Manager with a new build (e.g., release version to Service Pack 1) or new version (e.g., 5.3B to 5.4A). Select Service Manager » V/M Setup » V/M General » Options » Processing tab.

Click

.

Note: This button may be labeled or you may need to select Company » Load Online Portal Tables, depending on the Service Manager version/build that you are using. A Warning message will be displayed. Click [Yes] to continue. This button will only be displayed if any of the following Service Manager Add-On products are active: · Employee Portal Server · PDA Server


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22.3.3.6 Server Installation

General The PDA Server application is installed as a Windows Service. If you are upgrading an existing R3 installation, uninstall the existing application first. To avoid reconfiguring after an upgrade, take a copy of the TechnisoftPDA.xml file before starting the upgrade. The R2 and R3 versions of the PDA Server can be installed and running at the same time, but they have to use different port numbers.

Microsoft .NET Framework Version 2.0 Runtime On the computer running the PDA Service Application, Microsoft .NET Framework Version 2.0 runtime is a requirement. (This is also a requirement for the computer used for installing the PDA Client Application.) Confirm .NET Framework Version 2.0 is installed by looking for the following in your Windows folder: \Microsoft.NET\Framework\v2.0.xxxxx e.g., C:\Windows\Microsoft.NET\Framework\v2.0.50727 Also apply the latest Service Pack for .NET Framework Version 2.0 from Microsoft. .NET Framework Version 2.0 runtime is included in the folder on the Service Manager for PDA CD and in the PDA.zip file from the Technisoft website. The filename is dotnetfx2.exe.

PDA Service Installation The installation of the Service Manager for PDA Service application should be straightforward. We recommend that you install it in the default folder, \Program Files\Technisoft\PDA Service 5.X R3, since it doesn't conform to normal Sage Acac ERP installation guidelines. The installation creates a Windows Service named Technisoft PDA Service R3, which is set to run automatically. In a test or demonstration environment, it is suggested to set the service to start manually. Do not start the Service before the next step, PDA Service Configuration

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, has been completed.

There are different PDA Service installers for each ed version of Sage Acac ERP. On Windows XP: Run PDAServiceXXR3.msi On Windows Vista: Run PDAServicXX_setup.exe as (where XX = Sage Acac ERP version 53 or 54) These files are included in the PDA_Server folder on the Service Manager for PDA CD and in the PDAInstall.zip file from the Technisoft website.

PDA Service Configuration In the PDA Service installation directory, normally \Program Files\Technisoft\PDA Service 5.X R3, locate XML file named TechnisoftPDA.xml. Open this file in a text editor. You will notice that the file is filled with key-value pairs. Some of the values will need to be modified before the Technisoft PDA Service can be started. Since the file is an XML document, it is important to preserve the HTML-like tags in the document. Note: · The PDA Service will normally report a problem with finding the port configuration, if the file is not a valid XML document. To test for this, double-click on the XML document and make sure the document loads correctly in Internet Explorer. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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· These values are read when the service starts, so if they are changed the Windows service needs to be restarted. The values are as follows: port This value specifies the network port you want the PDA Server to listen on for connections from the PDA. It is not related to the Sage Acac .NET Remoting port range. If you intend to access the PDA Server from a PDA through a firewall, you will need to "open" this port and make sure inbound requests on that port are forwarded to the PDA Service computer. Unless you are accessing the PDA Service from a locally cradled PDA, you also have to open inbound traffic to this port in the local firewall (e.g., XP SP2 Windows Firewall) if installed and enabled. The default value is 4000. Note: · Ports below 1024 are reserved. · Do not used ports we know will be used, like Sage Acac ERP 9,000 to 9,999. timeout This value specifies how long the server waits between socket polls. At this stage it is strongly recommended that this setting remain at its default value of 1000. dsnconnectionstring This value specifies the ODBC DSN connection string used to connect to your company database. If no such ODBC connection has been created, use Control » istrative Tools » Data Sources (ODBC) to create a System DSN entry to your company database. Make sure default database is set correctly to your company database. Replace "SI53B" with the name of the DSN that connects to your company database and provide appropriate values in the name and sections. The connections string should look like this: DSN=[your ODBC system data source name];UID=[ id];PWD=[your ] If you use Microsoft SQL Server, your default is usually "sa". If you use IBM DB2, your default is usually "db2". In a production environment, we recommend that you create a separate database with only read access to the database. If you use Pervasive, you can leave name and parameters out altogether (unless you have modified the base security settings). acachostname This value specifies the hostname and port number of the ACAC Remoting Server. If you are running the PDA Server on the same machine as the Sage Acac .NET Remoting Service (which is recommended), this value can be set to "127.0.0.1:[portnumber]", where "[portnumber]" is the lowest value in the port range you specified when Web-deploying Sage Acac ERP. The default port range is 9000-9999, so an appropriate value is "127.0.0.1:9000". Note that unless you also intend to run Sage Acac ERP web-deployed UIs through a firewall, you do not need to "open" this port range. The service is connected locally, and a firewall will typically not interfere with this. acacname, acac These values specify the name and you want to use when the PDA Service is connecting to Sage Acac ERP. This is an Sage Acac ERP , not a Service Manager employee. Unless changed / deleted, there should already be an "" created (with set to Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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""), so the default setting should work. If you have changed your Sage Acac ERP to another value or wish to connect to Sage Acac ERP as another , update the acacanme and acac fields with appropriate values. acaccompany This value specifies the database ID of the company you are connecting to. It should appear here as it does in the Sage Acac ERP Database Setup utility. version At this stage, this value should always be your Service Manager version number, e.g., for version 5.4A use "54A". Note: Make sure to update this value if upgrading the database. domainname, domain, domain These values are ed to the Sage Acac .NET Remoting Service during a connection attempt if running the PDA Service on a different computer than Sage Acac ERP. Blank values should work, but it may be necessary to provide values for these if operating over a locked-down domain. It is suggested you try using blank values first, and if there are problems connecting to the Sage Acac .NET Remoting Service, then provide values for a domain with appropriate security permissions. networkinterface This value specifies the network interface you want to bind the service to. The default value is "0.0.0.0", which indicates that it should be bound to all available network interfaces. If your computer has multiple network interfaces and you only want to bind to a specific interface, specify the IP address of that interface. Note that "127.0.0.1" is not an appropriate value for this setting, as binding the service to the loopback interface will only make the service available to the serving computer itself. signaturepath This value specifies the directory that captured signatures should be saved to. It can be any directory the has access to. to consider security requirements to the signature directory on your network. The signature directory should be protected from possible fraudulent activity. If the PDA Server is installed on the same computer as Sage Acac ERP and Sage Acac ERP is run locally, normally use the local path to the signature folder (i.e., C:\ACAC\COMPANY\MyCompany\SIGNATURES), and let the Technisoft PDA Service run as the "Local System ". Otherwise, this directory should be on a network share so that all s have access to them. In this case Windows Services do not have access to mapped drives, so the path must be specified in UNC format, i.e., \\MyServer\ACAC\COMPANY\MyCompany\SIGNATURES. It the share is not located on the local computer, the Technisoft PDA Service must be run as a with appropriate permissions. The default ("Local System ") does not have such permissions. In this case, it is essential to provide a including name and for the Technisoft PDA Service. To do this: 1. Launch the Services interface. (Control » istration Tools » Services » Technisoft PDA Service) 2. Locate the Technisoft PDA Service in the list. 3. Right-click on the Technisoft PDA Service entry, and select Properties. 4. Click the Log On tab.



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Select This and provide the name and of a that has sufficient privileges to access the network path you want to save signature files to. phrase The phrase is used to encrypt and decrypt information sent to and received from PDAs. If this setting is blank or absent, no encryption will be used, i.e., data will be sent to the PDA as "plaintext". It is critical that the PDAs use the same phrase as set in the XML file on the server; if they do not, they will not be able to communicate. Activating encryption may cause a slight drop in transaction performance. publicdlls The public DLL list specifies PDA Server DLLs whose functions may be accessed by people who have not yet logged in. The and echo DLLs must remain public for the system to work properly. Advice regarding this list will be provided by Technisoft on a DLL-by-DLL basis. There is no need to modify it at this stage. autoassociate This setting in the fault section controls if associations between Symptoms, Faults, Solutions and Model are created automatically when a new Fault Registration is made on the PDA. s section The settings section contains all names, s and employee mappings. When the Technisoft PDA Service is started, it will look for nameX, X, and employeeX values, where X takes on all values from 1 to count (inclusive). For example, if count was set to 3, the service would look for name1, name2, and name 3 (and the respective and employee fields). i.e., No error will occur if not all of the values are present; if count is set to 12, but there are only 10 entries, the server will simply ignore the fact that some entries are missing. Likewise, no error will occur if the count value is set below the number of s entered (the server will simply ignore all entries above the count). i.e., name and values can be set to any value and are only used to to the PDA. Note: The Employee value specified must identify an Active Service Manager Employee. If not, the will not be able to . (Refer to the Service Manager Guide: Setup Programs » V/M General » Employees 779 topic.) This Employee will be used throughout the PDA applications to identify the . We recommend that the same name and for Sage Acac ERP be entered on the PDA to ensure standardization of and names. None of these values have anything to do with Sage Acac ERP names and / or s, but we recommend that the PDA name be mapped to an existing Service Manager employee name for ease of management. Example configuration This example shows a typical configuration for an installation on the same computer as Sage Acac ERP using Microsoft SQL Server as the database. <ApplicationSettings> <Section Name="networkmanager"> Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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<Section Name = "publicdlls"> <Section Name = "fault"> <Section Name = "s"> Test configuration The last step is to start the Service Manager for PDA Service and that it runs correctly. Open Control » istrative Tools » Services and start the service named Technisoft PDA Service R3. If the service starts (Started showing in the list) and the log file (found in the PDA Service folder and named PDA.log) contains an entry stating that the service has started, the configuration is complete. During startup, the application checks for connection to Sage Acac ERP using the ODBC connection to the database. If the service doesn't start or just hangs and no entries are written in the log, it can indicate a problem with connecting to Sage Acac ERP due to the service not starting or firewall/network problems. Also, try a reboot of the computer if the service doesn't start. If there is a configuration problem, the PDA Service can end up in a state where it is not responding. In this case, it can be shut down in Task Manager by selecting Processes and ending the process named Technisoft.PDA.Service.exe.

Multi Company Access The PDA Server software has been designed to run as a single Windows Service, therefore the service is available for one Sage Acac ERP company per server only. A second server may be set up to run another instance of the PDA Server software for use with more than one company database in Sage Acac ERP if required. It is technically possible to create multiple Windows Services for the PDA Server software on the same server. Please Technisoft at [email protected] for more information on how to set up and run multiple instances of the PDA Server software.



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22.3.3.7 Client Installation One installer is used to install both the Windows Client and PDA Client. It also both Service Manager 5.3B and 5.4A. Be aware that the Client installation has to be performed as a prerequisite to installation on the PDA even if there is no intention of using the Windows Client.

Preparation · ·

Make sure the .NET Framework Version 2.0 runtime is installed. Refer to the Microsoft .NET Framework Version 2.0 Runtime 1206 topic. If you intend to run the Windows Client, make sure Microsoft SQL Server 2005 Compact Edition for Windows is installed. This is included in the folder on the Service Manager for PDA CD and in the PDA.zip file from the Technisoft website. The filename is SQLServerCE31-EN.msi.

Upgrading If you are upgrading an existing installation, you have to uninstall the existing version using Control » Add Remove Programs (Windows XP) or Programs and Features (Windows Vista). The program name is Service Manager 5.3/5.4 Client Installer R3. When you uninstall the application, you have to manually delete the file VMPDA.sdf from the installation folder. This folder is normally located at C:\Program Files\Technisoft\PDA Win Client R3

Installing the Windows Client On Windows XP, run PdaWinClientR3.msi. On Windows Vista, run PDAWinClient_setup.exe as . These files are included in the PDA_Client folder on the Service Manager for PDA CD and in the PDAInstall.zip file from the Technisoft website. This installer will install the Windows Client files and the PDA Client files to the nominated installation folder. If you intend to install the PDA Client now, follow instructions in the PDA Installation

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section.

Configuring the Windows Client Refer Client Configuration

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.

22.3.3.8 PDA Installation All files needed for installation to PDA are part of the combined Windows/PDA Client installer. Be aware that Microsoft .NET Compact Framework 2.0 for PDA is not part of the Service Manager Client installer and has to be installed using a separate installer provided by Microsoft.

Preparation Before starting the client installation, make sure: · Microsoft ActiveSync (Windows XP) or Windows Mobile Device Center (Windows Vista) is installed on the PC. These tools have to be ed from the Microsoft website at http://www.microsoft.com/windowsmobile/activesync/default.mspx. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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· You cradle the PDA and establish connection to the PC; choose either Guest or Standard Partnership. Note: · If your PC is running Windows Vista, your synchronization settings will be managed through the Windows Mobile Device Center. · If your PC is running Windows XP, your synchronization settings will be managed through Microsoft ActiveSync. Microsoft .NET Compact Framework 2.0 Service Pack 2 IMPORTANT: The PDA Client application requires Microsoft .NET Compact Framework 2.0 Service Pack 2. This must be installed before installing Microsoft SQL Server 2005 Compact Edition 1213 . Note: This Service Pack is normally included in Windows Mobile 5.0 and later versions. This Service Pack is included in the folder on the Service Manager for PDA CD and in the PDA.zip file from the Technisoft website. The filename is NETCFSetupv2.msi.

Click [Yes] to have it installed to the default location.

Starting Installation The Service Manager PDA Installer application will be started as the last step in installing the Windows/PDA Client, but can also be started at a later stage by selecting: Start » (All) Programs » Technisoft » Service Manager Win Client R3 » PDA Client Installer This installer covers installation of SQL Server 2005 Compact Edition (CE) for PDA and the Service Manager Client application.



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Microsoft SQL Server 2005 Compact Edition Installation Note: · Microsoft .NET Compact Framework 2.0 Service Pack 2 1212 must be installed before Microsoft SQL Server 2005 CE. · This component does not need to be installed when upgrading the Service Manager for PDA application. Click [Install SQL CE] to start the installation.

Click [Yes] to install SQL Server 2005 CE to the default location. We do not recommend installing SQL Server 2005 CE to a location other than the default location.


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The Installer running on the Windows PC copies files to the PDA. This message highlights the importance of checking the PDA screen for messages. If SQL Server 2005 CE is already installed, the following message will be displayed:

Unless there is an issue with SQL Server 2005 CE, we do not recommend reinstalling it.

PDA Client Installation Click [Install PDA Client] to start the installation.

Click [Yes] to have it installed to the default location.

The Installer running on the Windows PC copies files to the PDA. This message highlights the importance of checking the PDA screen for messages.



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If the PDA Client is already installed, the following message will be displayed:

Note: Be aware that in case of a version upgrade (not just a reinstall of an existing version), the filename VMPDA.sdf has to be deleted. The PDA Client application is installed to the following folder on the PDA: \Program Files\Service Manager R3

Installing to Multiple PDAs If there is a need to install the PDA applications to more PDAs, cradle the new PDA and in ActiveSync / Windows Mobile Device Center, Add/Remove Programs, tick the following: · Microsoft .NET CF 2.0 · Microsoft SQL Server 2005 Compact Edition – Core · Technisoft Service Manager R3


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Client Configuration Before the Windows or PDA application can be used, it needs to complete initial configuration. Make sure the PDA is cradled or connected to the network and can reach the PDA Server. The Windows Client application is started by clicking Start » (All) Programs » Technisoft » Service Manager Win Client R3 » Service Manager Win Client The PDA application is started by tapping the Service Manager icon under Start » Programs. The configuration starts automatically the first time the application is started or after the local database has been deleted. The configuration is named: \Program Files\Service Manager R3\VMPDA.SDF on PDA C:\Program Files\Technisoft\PDA Win Client R3\VMPDA.SDF on Windows PC After two initial screens, the following screen is displayed.

Host The address of the machine running the Service Manager for PDA Service.



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This can be an Internet hostname (e.g., technisoft.com), an IP address in dotted-quad format (e.g., 202.148.132.219), or the local Windows computer name. We recommend using the local Windows computer name for scenarios where PDAs are synchronized on the internal network only. If synchronizing over the Internet, an Internet address (like technisoft.com) has to be used and the company firewall has to be configured to forward T/IP socket calls on the selected port to the computer running the Service Manager for PDA Service. If the PDA Service is installed on the computer the PDA is cradled with and synchronization will always be done with PDA cradled, IP address 192.168.55.100 can also be used. In a demonstration or test scenario where the computer running Sage Acac ERP and the PDA Service is not connected to a network, the above IP address (192.168.55.100) is required in the host field. If the computer has no network adapter, install the Microsoft loopback adapter. (This is not required if an adapter exists, but is not connected.) Port The port the Service Manager for PDA Service is listening on. The default setting is 4000, but may have been changed during configuration of the server. name A valid PDA name. These appear in the server configuration file. Although PDA s map directly to Service Manager employees, the name is not necessarily the same as the Sage Acac ERP name. The associated with the PDA name entered in the previous step. This value is case sensitive (i.e., "ana" is not the same as "ANA"). This setting controls if the application will the at next and use it as the default for the last . The will not be ed if the times out. Option This setting controls the default option presented on the interface. Online means the PDA will connect to the server by default. Offline means the PDA will offline by default. Auto means the PDA will attempt to connect to the server first, and if that fails, will offline. Manual means that no default is set and the must manually choose which mode they wish to use each time they . Note: When configuring the PDA application, it will regardless of this setting, connect to the PDA Server (go online) to it can connect and some system information. Timeout As a security precaution, if the application is not used for a specified period of time it will lock, returning to the interface. This setting determines how long the application will remain in an idle state before locking. Logging back in returns the to the screen they were at before the application locked itself. If security is not an issue, set this value to a large number so the application never locks (times out), e.g., 1500. If security is in use we recommend setting this to 15. phrase This value is used to generate an RSA encryption key used to encrypt the connection to the server. This value must match the phrase used by the server or the PDA and the server will not be able to understand one another.


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Testing Connection In the next screen the connection to the PDA Service and Sage Acac ERP are tested.

A failure at the first test indicates that the PDA cannot reach the PDA Service. It can be a problem with network configuration, the hostname and port in the PDA configuration, or that the Service Manager for PDA Service is not running. A failure at the second step normally indicates a problem with the name and provided. Messages returned to the PDA include: Incorrect name or — The PDA Service cannot find a matching and in the XML configuration file 1206 . Be aware that s are case sensitive. Employee mapping missing — Employee mapping is not set in the XML configuration file the selected . Employee is not active — Employee is found, but is not set to Active.


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for


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22.3.3.9 Troubleshooting

PDA Reset If you are having problems installing or upgrading the PDA, it might be required to reboot the PDA. This can be required if the installation fails due to locked files. A PDA can be reset in two ways: 1. First, the soft reset, which is the most commonly used. It will only boot the operating system. It will not delete any files or settings. This is normally done by pressing the stylus into a hole on the back of the device. 2. Second, a hard reset can be performed. This deletes files and settings and resets the device to factory default. Only files on persistent storage like memory cards are kept. A hard reset should only be used in special circumstances. Consult the hardware documentation for instructions. Version Number For the PDA Server, the version number of the current installation can be found on the files installed to the PDA Server or next to the Service Started line in PDA.log file. For the PDA Client, the version number can be found on the File » About screen accessible from the and main screens.

22.3.4 Using Service Manager for PDA This guide explains how to use Service Manager for PDA. For information on how to install and upgrade Service Manager for PDA, refer to the Service Manager for PDA Installation Guide 1200 . For information about Service Manager, refer to the Service Manager Guide.

22.3.4.1 System Overview A complete Service Manager for PDA installation generally consists of the following components:

In most cases Sage Acac ERP (ACAC) with Service Manager and Service Manager for PDA Service is installed on the same computer.


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Note: The Service Manager for PDA client can also run on a Windows PC (typically a notebook computer). Refer Using Service Manager for PDA on a Windows PC 1221 .

22.3.4.2 New Features · Tasks can now be added to a Job. When servicing a new piece of Equipment or an existing one that needs additional work, a new Task may be required. Refer Tasks and Activities » Inserting Tasks 1265 . · The My Equipment 1235 screen allows you to search for Equipment by Serial Number or Equipment Code. If Equipment matches the search criteria, but is not assigned to a Job, you are able to create a new Job for that Equipment. · Equipment Location can now be updated. Refer Equipment Properties » Location page 1242 . · Miscellaneous Equipment 1257 can be inserted into a Job. This is useful where Equipment is located on site that is not in the Site Equipment table. · The following My Jobs 1232 search options are now available: o Time Entry - search for Jobs where the current has been assigned, with Time Entries for the current in the specified date range o Date Entered - search for Jobs where the current has been assigned and the Job Date Entered is in the specified date range o Expected Start - search for Jobs where the current has been assigned and the Job Expected Start Date is in the specified date range. · Smart Sync 1279 also uses these options.

22.3.4.3 Security There are currently three basic security features available on the PDA: · · Time out · Encryption Security security requires that a valid name and be authenticated. names and s are set up in a configuration file stored on the PDA Server. We recommend that access to the PDA Server and associated directories where the PDA Server software is installed, be limited to s only. It is also recommended that the PDA name be set to a Service Manager Employee Code as doing so makes it easier to names. Timeout Security Timeout security ensures that if the PDA is accidentally misplaced, lost, or stolen, the PDA will log itself out based on a specified time frame so that unauthorized access to the company system will not be possible. Timeout security is set up on each PDA device in the PDA initial "Configuration Wizard" or in Options

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Encryption The PDA can operate using RSA Encryption. A phrase is set up on the PDA Server and on the PDA. These must match or the PDA Server and PDA will not be able to understand each other. If encryption is not required, simply leave the phrase blank. Technisoft recommends the use of encryption as it affords another level of security for name and protection as well as all data transmissions.

22.3.4.4 Transaction Log All PDA transactions that can change the Sage Acac ERP Company database are stored in an audit table on the PDA Server and can be accessed by an audit report. The PDA Transaction Log audit report is available from the Service Manager desktop.

»



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The report is written in HTML and can therefore be printed without the need for a report writer such as Crystal Reports. Transactions stored in the audit table include a short description, date and time stamp and audit stamp. The report can be used to view and reconcile transactions that have been sent to the PDA Server from a PDA device.

22.3.4.5 PDA Conventions Tick and flick

This is a term used to describe a data entry method for PDA devices. It refers to the ability to use a pointing device to tap the screen and change or select information rather than having to type that information in. The Service Manager for PDA software has been specially designed to use tick and flick functions wherever possible to speed up data entry.

Tap and hold

This is similar to the right-click function of a mouse when using a PC. If a taps a record displayed on screen and holds the stylus down, a menu option will appear. This menu is called the context menu.

22.3.5 General Operation This section covers the following: · · · · · · · ·

Using Service Manager for PDA on a Windows PC Starting Service Manager 1223 Logging in to Service Manager 1224 Service Manager Main Menu 1225 Connection Type 1225 Version Information 1226 Logging out of Service Manager 1226 Exiting Service Manager 1227

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22.3.5.1 Using Service Manager for PDA on a Windows PC Even though the Service Manager for PDA client application can run on a PDA or Windows PC, this Guide is written with the PDA in mind. Functionality is in fact the same, however there are several interface differences to be aware of. 1. On a PDA, the menu bar, toolbar are tabs are located at the bottom of the screen. On a Windows PC, these appear at the top of the screen.


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2. On a PDA, you "tap and hold" to display the context menu the context menu.

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. On a Windows PC, you right-click to display

3. On a Windows PC, you can resize or maximize the screen to view more information with no or minimal scrolling.



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22.3.5.2 Starting Service Manager · The Service Manager application is started by tapping the Service Manager icon in Start » Programs. · This icon will also activate and display Service Manager if it has already been started and is currently minimized.


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22.3.5.3 Logging in to Service Manager · The first screen that is displayed after starting Service Manager is the screen. · name and need to match one of those specified for the PDA application during PDA Server configuration. This is covered in further detail in the Service Manager for PDA Installation Guide » Server Installation » PDA Service Configuration » s section 1209 topic. · With Mode the can select if the application is logging in Offline (using the local database) or Online (using the central Service Manager database). By selecting Auto, the application will first try to online and if not possible, locally (offline). See Also Database Connection Type ( Mode) Logging out of Service Manager

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· By selecting File » Config, the connection configuration can be changed. This is covered in further detail in the Service Manager for PDA Installation Guide » PDA Installation » Client Configuration 1216 topic.



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22.3.5.4 Service Manager Main Menu The Service Manager Main Menu contains icons for activating: · · · · · · · ·

My Jobs 1232 Stored Actions 1281 Sync Data 1276 Insert Line 1253 Update Status 1258 Options 1273 Create Job 1261 Equipment 1235

The icons are activated by a single tap. The Service Manager Main Menu also lets you perform the following: · · · ·

Control database connection type Display version information 1226 Log out 1226 Exit application 1227

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22.3.5.5 Database Connection Type ( Mode) The database connection type ( Mode 1224 ) is controlled using Service Manager Main Menu, File » Go Online and File » Go Offline, or tapping the server icon next to the File menu. The toolbar icon can have these states: Working online. When working online, all updates are saved directly to the central Service Manager database. Tapping this icon will change the connection to Offline. Working offline. When working offline, all updates are saved to the local database. This requires data to be synchronized down to the PDA and updates ed to the central Service Manager database. Refer Synchronizing Data 1276 . Tapping this icon will change the connection to Online.


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22.3.5.6 Version Information Version information is available by selecting File » About on the Service Manager Main Menu or the screen.

22.3.5.7 Logging out of Service Manager To return to the screen, select File » Log Out from the Service Manager Main Menu.



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See Also Logging in to Service Manager

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22.3.5.8 Exiting Service Manager To shut down the Service Manager application, tap the Exit icon or select File » Exit.

22.3.5.9 Minimizing Service Manager Tap this icon to minimize the application. This will not shut down the application.

22.3.5.10 Common Functions This section covers the following common functions: · · · ·

Closing Screens 1227 Selecting Dates 1228 Finders 1229 Field Expander 1231

22.3.5.10.1 Closing Screens Secondary screens can be closed in the following ways. Tapping the Close icon. The Close icon is used on submenu screens like the Sync Data screen.

Tapping the OK button located in the top right corner of the screen.

Selecting the File » Close menu option.

Depending on the layout of the screen, most screens also have a Close button.

Note: Closing a screen will not save or update information on that screen automatically. Before closing a screen, use the buttons named Save, Update or Insert to save information on the screen.


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22.3.5.10.2 Selecting Dates In screens where dates fields are used, date values can be changed in the following way: · Tapping the down arrow on the date field will display a calendar where dates can be selected. · Go to the previous and next month by tapping on the browse buttons in the header of the calendar. · Change month my tapping on the month text. · Change year by tapping on the year. · In the calendar, select today by tapping on the Today line, or use the N button next to the date field. · The < and > buttons will change the date value to previous day or next day.

The Date format used on the PDA is set in Start » Settings » Regional Settings. We recommend that you use the same Regional Setting for the PDA, and the computer running Service Manager and the PDA Service.



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22.3.5.10.3 Finders Finders are used in the application to assist the in finding records of a particular type, for example, Equipment, Sites, Locations, Services and Items. Finders are activated using this button: Example


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The Finders share the following common functionality: · Top section used for filtering the list in the lower section. To enable a filter, tick its check box and fill in the text box. · Tap [Search] to populate the list. · Tap [Clear] to reset the Finder. · Use the left and right browse buttons to navigate to the previous or next page of listed items. · Highlight the selected item and then tap [Accept] to return to the previous screen. · Tapping [Close] with an item highlighted is the same as tapping [Accept]. If no items are highlighted, [Close] will cancel the current screen.

On some simple Finders, like Job Type and Faults, the top filter section is not available. Several Finders share the Site filter. When turned on it will be turned on for all Finders.



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22.3.5.10.4 Field Expander When a field contains more text than can be displayed, the characters "…" are added to the end of the field to indicate that more text is available. Tapping the text will display a popup window containing the full text.

Tap [OK] to return to the original screen.

22.3.6 Functions This section covers the operational functions of Service Manager for PDA: · · · · · · · · · · · · · · · ·

My Jobs 1232 My Equipment 1235 Job Details 1243 Site Details 1247 Details 1248 Notations 1249 Signatures 1253 Insert Line 1253 Update Status 1258 Job Tree 1259 Create Job 1261 Custom Fields 1263 Faults 1263 Tasks and Activities 1265 Options 1273 Synchronizing Data 1276


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22.3.6.1 My Jobs

Introduction The My Jobs and Job Tree

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screens are two of the most important screens in the application.

The My Jobs screen is used to search for and list Jobs relevant to the current logged in Employee; the Job Tree screen will show the details of the selected Job. The My Jobs screen has two tabs - Criteria and Jobs. The search criteria are specified on the Criteria page; the search results are listed on the Jobs page.

Search Criteria Specify the search criteria on the Criteria page. · Select the search type: o Time Entry - search for Jobs where the current has been assigned, with Time Entries for the current in the specified date range o Date Entered - search for Jobs where the current has been assigned and the Job Date Entered is in the specified date range o Expected Start - search for Jobs where the current has been assigned and the Job Expected Start Date is in the specified date range. Note: To make use of the Time Entry search, make sure the Track Response check box is ticked when creating Jobs and make sure Employees are both assigned to a Job and have a Time Entry created. In desktop Service Manager, Company Options » Response tab, tick the Automatically Insert a Time Entry on Employee Assignment to a Job check box to automatically create Time Entries when Employees are assigned to a Job. (Refer to the Service Manager Guide: Company Options » Response tab 771 topic.) If your Company is not using Time Entries, Document Status codes will generally have to be used to filter Jobs for the PDA. In this case, use a special Status code for Jobs ready for use on the PDA or just use the Active Status code, but make sure all Jobs are set to Complete when finished. Jobs created locally on the PDA are always displayed in the list.



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· You can filter the results further by including only Jobs with particular Document Status codes and/or Job Types. o Use the Document Status Finder to select the Document Status code(s) to include as search criteria. The Default is Active only. If no Document Status values are selected or the Document Status check box is cleared, all Document Status codes will be included as search criteria except for Closed and Completed. o Use the Job Types Finder to select the Job Type(s) to include as search criteria. The Default is all Job Types. · Jobs can be displayed in Normal view or List view. Tick the Use List View check box to display the Jobs in List view. The difference is shown in My Jobs list 1234 below. · Tap the Go button or select File » Go to populate the Job list.


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My Jobs list The search results are shown on the Jobs page. Jobs will be displayed in either Normal view or List view. Normal view

List view

Note: Tap the Criteria tab to change the search criteria and run a different search.

Columns The My Jobs list (Normal view) has the following columns: · N: Indicates the status of the line: * (star) for new records and N for Jobs created locally. You must acknowledge receipt of a Job before processing it. To do this, use the context menu and select Received. Alternatively, tap [Received]. The star will be removed. · Date: The start date for Jobs listed based on Time Entries. · Time: The start time for Jobs listed based on Time Entries. (If these two fields are empty it indicates the Job was selected by Status code.) · Status: The Status of the Job. · Priority: The Priority of the Job. · Job Number: The Job Number. · Description: The Job Description. · Site: The Site code for the Job. · Site Name: The Site Name for the Job. The size of the columns can be changed by dragging the column divider with the stylus. The list can be sorted by tapping the column headers. By going into Service Manager Main Menu, Options » My Jobs display.

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, the can control which columns to



1235

File menu shortcuts

On the File menu there are shortcuts to: · · · · ·

Go Online 1225 Go Offline 1225 Open Stored Actions 1281 screen Open Smart Sync 1279 Screen View My Equipment 1235

Context menu and toolbar By highlighting a Job and using the context menu or the toolbar, it is possible to drill into the Job. Job Details: Displays the Job Details Site Info: Displays the Site Details

1243

1247

screen.

screen.

Info: Displays the Details

1248

screen.

Notations: Displays the Notations

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screen.

Signature: Displays the Signature

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capture screen.

Insert Line: Displays the Insert Line

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screen.

Update Status: Displays the Update Status Job Tree: Displays the Job Tree

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screen.

screen.

22.3.6.2 My Equipment The My Equipment screen allows you to search for Equipment by Serial Number or Equipment Code. When offline, the local database will be searched. When online, the central Service Manager database will be searched. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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The example below demonstrates a Serial Number Search.

All Jobs that contain "1234" in the Equipment Serial Number will be listed.

Note: If Equipment matches the search criteria, but is not assigned to a Job, a message will be displayed.



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Tap [Yes] to create a Job for that Equipment. Refer Create Job 1261 . (If multiple Equipment matches the search criteria and all of that Equipment is not assigned to a Job, if you create a Job, it will be for the first Equipment that met the search criteria.)

My Equipment context menu By highlighting a Job and using the context menu, it is possible to drill into the Job, maintain Equipment information (in particular, Equipment Location), maintain Notations and Site Information.

Open Job Displays the selected Job on the Job Tree

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.

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, however only the portion of the Job Tree that contains the

Open Job Partially Displays the selected Job on the Job Tree


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selected Equipment is displayed.

Note: To display the entire Job, you must select Open Job rather than Open Job Partially from the My Equipment screen. See Also Job Tree

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Equipment Info Displays the Equipment Properties

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screen.

Notation Displays the Notations

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screen.

Info Displays the Job Header Properties

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screen.



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22.3.6.2.1 Equipment Properties The Equipment screen is displayed when you select Properties on an Equipment line from the Job Tree or when you select Equipment Info from the My Equipment 1235 screen.

The Equipment screen has three pages: · General 1240 · Problem 1241 · Location 1242


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1240


General page · The Equipment Code, Model Code, Description and Serial Number will be displayed. Warranty information, if applicable, will also be displayed. Red warranty text indicates that the Equipment is out of warranty. · Tap [Custom] to view and update Custom Fields for the selected Equipment.



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Problem page · This page shows the reported Problem and Symptom for the Equipment. To update the information on this page, you must select the relevant Equipment line on the Job Tree 1259 and then select Edit from the context menu. Refer Insert Line » Problem page 1258 for information about entering Problem details. · After the line has been inserted, the Fault button takes you to the Fault 1263 screen used for ing Symptoms, Faults and Solutions.


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Location page This page shows the Equipment Location. Change the Location details if required and then tap [Update].



22.3.6.3 Job Details The Job Details screen will show the details of the Job. Tap [Close] to return to My Jobs.


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22.3.6.3.1 Job Header Properties The Header screen is displayed when you select Properties on a Job Header line from the Job Tree when you select Info from the My Equipment 1235 screen.

The Header screen has three pages: · Profile 1240 · Site 1241 · Bill To 1242


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or


Profile page This page shows Site, primary and Job Type, Description and Reference information.


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Site page This page shows the Site address.



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Bill To page This page shows the Customer Bill To name and address.

22.3.6.4 Site Details The Site Details screen will show the details of the Site that the Job is for. Tap [Custom] to display Custom Fields for the Site. Tap [Close] to return to My Jobs.


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22.3.6.5 Details The Details screen will show the details of the primary Site . Tap [Other] to list all the Site s. When using a PDA with phone, tap the relevant Phone icon on the Details screen to call the without typing the phone number.



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22.3.6.6 Notations The Notations and Signature screens can be accessed from the My Jobs 1232 and Job Tree 1259 screens. If Notations or Signature are inserted from My Jobs, they will be inserted at the Job header level. From the Job Tree 1259 , they can be inserted on any line. If Notations already exist, the Notations list is displayed. With this list it is possible to either select and edit an existing Notation or create a new one.


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When inserting a Notation for the first time, a blank Notation edit screen is displayed.

Type the required Notation and/or use the Favorites functionality to create the Notation.



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Using Favorites Favorites are stored text entries used to simplify insertion of standard words or phrases into a Notation. Favorites are maintained in Service Manager Main Menu, Options » Favorites 1275 . An example of a Favorite list is shown below.


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To insert a Favorite text entry into the Notation, tap [Favorites] and then select the required Favorite text entry. (You can do the same thing using the context menu.)

You can also add text to the Favorites list from the Notation screen. To do this, type the Notation text, highlight it and then tap [Favorites]. Select Add to Favorites.

Common text can also be synchronized to all PDAs by the system .



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22.3.6.7 Signatures Signatures are typically used when the customer signs off on a completed Job. A Signature is a specialized Notation with the signature attached as a picture file. Activating Signature will always bring up a blank Signature screen, but after it has been saved it will appear as a Notation. · The stylus is used to sign in the Please sign here frame. · The name of the person g should be written in the Name field, alternatively selected with the Site Finder. · After Name has been filled out, the Comment section will get predefined text that the person g can update. This predefined text can be set in Service Manager Main Menu, Options » Favorites 1274 . The name of the selected Site and the current date is added automatically to the end of the Comment section. · Tap [Save] to save the Signature.

22.3.6.8 Insert Line The Insert Line screen is a feature rich screen activated from the Service Manager Main Menu 1225 , My Jobs 1232 screen or the Job Tree 1259 . It handles insertion of new Standard Service, Labor Service, Item and Equipment (including Miscellaneous Equipment) lines. It is also used for editing these types of line from the Job Tree. See Also Service Manager Main Menu My Jobs » Insert Line

1225

1235

Job Tree » Inserting Lines

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Tasks and Activities » Inserting Tasks

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Job, Phase and Equipment The parent Job, Phase and optional Equipment line are selected on the Job page. Note: When Insert Line is activated from the Job Tree, the fields on the Job page are prepopulated and the Line page is automatically selected.


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· In the Job field, type the Job Number or use the Finder to select the Job from a list. · In the Phase field it is possible to select the First or Last Phase as a shortcut to by specifying the exact Phase. Use the Select option to specify the exact Phase, which is populated in the following list box. · In the Equipment field, select the Equipment assigned to the selected Phase, if relevant. It is not possible to select an Equipment if First or Last has been selected in the Phase field. · Equipment can also be selected from the list of Serial Numbers in the Serial field. · If Equipment has been selected, the Equipment Description and Warranty information, if applicable, will be displayed. Red warranty text indicates that the Equipment is out of warranty.

Tap the Line tab to insert lines.

Line Details about the line to insert are entered on the Line page. When inserting from the Job Tree, the Line page is automatically selected. The fields that are displayed on this screen change depending on the Line Type entered.



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· Select the Line Type in the first field. This field is populated when inserting from the Job Tree. Available options are: o Standard Service line o Labor Service line o Item line o Equipment line o Miscellaneous Equipment line · In the Line field, enter the line code or use the Finder to look up the line code.

Standard Service Line · The Description field will be populated with default description text, but can be modified. · Use the Quantity field to enter the line quantity · If Estimates are enabled (Options » General » Use Estimates 1274 ), the Estimate field will be available. The minus and plus buttons can be used to decrease and increase the Quantity or Estimate values. The outer buttons change the value by 15, the inner by 1. · Tick the Cost Only check box to mark a line as cost only. · The Unit field will display the default unit used for the selected Line Type.


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Labor Service Line · The Description field will be populated with default description text, but can be modified. · Labor is a time based Service requiring Start and Finish Dates and Times. · Initially the Date and Time fields are populated with current date and time. · By using the minus and plus buttons, the values can be updated quickly. Inner buttons update with one day or one minute, the outer with 15 days or 15 minutes. · The difference between Start Date and Time, and Finish Date and Time makes the Duration, which is shown in minutes. · Tick the Cost Only check box to mark a line as cost only. · The Unit field will display the default unit used for the selected Line Type.

Item Line · The Description field will be populated with default description text, but can be modified. · Use the Location field to select the location of the Item. · Use the Quantity field to enter the line quantity · If Estimates are enabled (Options » General » Use Estimates 1274 ), the Estimate field will be available. The minus and plus buttons can be used to decrease and increase the Quantity or Estimate values. The outer buttons change the value by 15, the inner by 1. · Tick the Cost Only check box to mark a line as cost only. · The Unit field will display the default unit used for the selected Line Type. · Stock information for the selected Item will be displayed. This information is maintained even while Offline.



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Equipment Line · Description and Warranty information are displayed. Red warranty text indicates that the Equipment is out of warranty. Note: · When inserting Equipment lines, the Equipment selection on the Job page is not relevant and is removed. · Tap [Custom] to view and update Custom Fields for the selected Equipment. To report/record a problem with the Equipment, tap the Problem tab. Refer Problem page 1258 .

Miscellaneous Equipment Line The Problem page is automatically activated. This screen shows that there is no information on the Line page. Note: · When inserting Miscellaneous Equipment lines, the Equipment selection on the Job page is not relevant and is removed.


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The Problem page is only used for Equipment and Miscellaneous Equipment lines. For the other Line Types, tap [Insert] to insert the line.

Problem page The Problem page contains fields only relevant for describing problems for Equipment, including Miscellaneous Equipment. · Use the Reported Problem field to describe the problem. The same Favorite text functionality as used for Notations is available in this field. Refer Notations » Using Favorites 1251 . · Enter or select Reported Symptom. · The line below Reported Symptom will show the description of the selected Symptom. · Enter a date and time for Response Time Required, if relevant. · Tap [Insert] to insert the line. · After the line has been inserted, the Fault button takes you to the Fault 1263 screen used for ing Symptoms, Faults and Solutions.

22.3.6.9 Update Status The Update Status screen can be used to update the Status and Priority of a Job. It can be activated from the Service Manager Main Menu 1225 or from the My Jobs 1232 or Job Tree 1259 screens. If used from the My Jobs or Job Tree screens, the Job Number, Status and Priority fields will be pre-populated.



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· Enter the Job Number in the Job field, or use the Job Finder. · Use the Load button to load the current Status and Priority. (Not required if using the Job Finder.) · Update the Status and/or Priority fields as needed · Save changes by tapping [Save].

22.3.6.10 Job Tree The Job Tree screen is similar to the desktop Service Manager Document Entry Job Tree screen, but simpler in functionality. (Refer to the Service Manager Guide: Document Entry 70 topic). The Job Tree displays the structure of the Job in a tree form with lines representing Phases, Billing, Equipment, Service and Item charges, etc. This screen is only accessible through the My Jobs 1232 screen.

Context menu and toolbar Use the context menu or the toolbar icons to select the operations relevant to the highlighted line. Note: Not all available functions have toolbar icons.


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Refresh: Reloads the tree structure of the Job. Also available from the File » Refresh menu item. Notations 1249 : Insert or edit a Notation for the selected line. The same red pin is used in the tree structure to indicate that a line has a Notation. Signature selected line.

1249

: Insert a Signature type Notation on the

Properties: Displays a read only page with detailed information for the selected line. On a Task Billing line, this option is replaced with the Task Properties 1268 option. On the property page for an Equipment line, the corresponding Custom Fields 1263 values can be accessed and the Equipment Location can be updated. Refer Equipment Properties 1239 . Update Status

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: Displays the Update Status screen.

Edit: Edit the selected line. Delete: Delete the selected line. Faults 1263 : Enables fault registrations for the selected Equipment line to be inserted or updated. Task Properties 1265 : Enables updating of Task and Activity information on Task type Billing lines.

Inserting Lines Inserting lines from the Job Tree can be performed using fewer steps than inserting lines using the Insert Line 1253 screen from My Jobs 1235 or the Service Manager Main Menu 1225 . Note: · If you need to insert a line below a specific Billing line, this can only be done from the Job Tree screen. · Billing lines cannot be inserted directly into the Job Tree, but will be created automatically when needed. To insert lines, use the Insert submenu on the context menu or corresponding toolbar buttons. Insert is disabled if Insert Line is not possible at a selected line. Refer Insert Line

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for further information about inserting Lines.

Shortcut keys on the toolbar for inserting lines are: Insert Standard Service line Insert Labor Service line Insert Item line Insert Equipment line Insert Miscellaneous Equipment and Insert Task are only available from the context menu.



Refer Tasks and Activities

1265

1261

for further information about inserting Tasks.

22.3.6.11 Create Job Use the Create Job screen to create a new Job from the PDA. Note: It is not possible to create Phases manually on the PDA. It is a requirement that the Job Type selected has Phases defined. It is also a requirement to run System Sync 1278 before creating Jobs offline.


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· Enter the Site code or use the Finder to set the Site field. This is a required field. · Enter the Job Type code or use the Finder to set the Job Type field. This is a required field. By default it is set to the default Job Type defined in desktop Service Manager, Company Options. (Refer to the Service Manager Guide: Company Options 748 topic.) · Enter the Job Description code or use the Finder to set the Job Description field. · The text box below the Description field will be populated with the standard description, which can be modified. · Enter the Job Reference in the Ref field if needed. · Update the Entered date and time as required. This will default to current date and time. · Update the Shipping date as required. This will default to the current date. · Tick the Auto Assign Me To The Job check box to assign the current PDA to the new Job. It is ticked by default. · Tap the Notation tab to create a Job Header Notation. Refer Notations 1249 .

When a Site is selected in the Site Finder or when tapping [Create Job], the Site warning message, if one exists, will be displayed for the selected Site. · The new Job is displayed in the Job Tree and the normal Line insert functionality has to be used to complete creation. · A Job created Offline will be given a temporary Job Number. This number will be replaced with a proper number when the Job is ed to Service Manager.



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22.3.6.12 Custom Fields Custom Fields are available for Site and Equipment. For Sites, Custom Fields can be accessed when using My Jobs and the Site Info screen by tapping [Custom]. For Equipment, Custom Fields can be accessed from the Job Tree 1259 screen and Equipment Properties page, or from the Insert Line 1253 screen when inserting Equipment.

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It is only possible to update values for existing Custom Fields assigned to Sites and Equipment. i.e., it is not possible to add new Custom Fields or change the Custom Field types. · Select the Custom Field you want to change by tapping a line in the list. · Update the value for the selected line in the field below the list. · For Text fields with predefined values, use the Finder button or activate the context menu to display a menu of possible values. · Tap [Update] to store the changed value.

22.3.6.13 Faults For Equipment lines, it is possible to Symptom/Fault/Solution combinations. Fault registrations are available from the Insert Line 1253 screen when inserting or editing an Equipment Line or from the Job Tree 1259 when highlighting Equipment and using the Fault shortcut icon on the toolbar or the Faults option on the context menu.


1264


· Enter or select from the Finder 1264 , values for Symptom, Fault and Solution. Fault is the only required field. · Insert Duration amount and type, if relevant. · Tap [Insert] to store the new registration. · To view the details or delete an existing registration, select it in the list and for a delete, tap [Delete]. · Tap [New] to reset the screen for a new insert.

22.3.6.13.1 Fault Finder The following screen shows the specialized Finder for Symptoms, Faults and Solutions. · Initially the Finder will display only the entries having a relationship with the Model of the selected Equipment. · When selecting All, all entries are displayed. · Tapping [Add] will display a simple screen where it is possible to create a new Symptom, Fault or Solution. · Select an entry from the list and then tap [Accept] to return to the Fault Registration screen.



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22.3.6.14 Tasks and Activities Tasks are used to define work requirements. There are two types of Task: · Site Tasks are related to general site activities, e.g., cleaning of areas, building inspections, management assessment, security or surveillance issues, environmental tests, cabling systems, light globe replacement, rubbish collection, etc. Site Tasks do not relate to specific Equipment. · Equipment Tasks relate specifically to Equipment records. It is not possible to apply a Site Task to an Equipment record and vice versa. A number of Activities may be attached to a Task. General workflow would be to complete each Activity and once all Activities are Complete, Complete the Task. Refer to the Service Manager Guide: Tasks Activities.

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topic for further information about Tasks and

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screen.

Inserting Tasks Tasks are maintained on a Job using the Job Tree A Site Task is inserted on a Phase line.

An Equipment Task is inserted on an Equipment line.

Select Task from the context menu. The Insert Task screen will be displayed.


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Use the Task Finder to select the required Task.



Tap [Create].

Tap OK. The Edit Task screen will be displayed.


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The Edit Task screen has the following pages: · · · · ·

Activity (if the selected Task has Activities) Profile Assign Notation (if the selected Task has a Notation) Safety (Safety & Skills)

These are explained further in the Maintaining Tasks

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Tap OK to return to the Job Tree. A Task is shown in the Job Tree with the following icons: The Task has not been Completed.

Completed Task.

Maintaining Tasks To edit a Task, select the Task in the Job Tree and then select Task Properties from the context menu. The Edit Task screen will be displayed.

The following pages are used for updating Task and Activity information.


topic below.


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Note: Tap [Update] after you have updated information on all the pages. There is no need to tap [Update] on each page. Activity page · This page is used for updating Activity information. It is only displayed if the Task has Activities. · Tap on the Activity in the list and update the value in the fields below the list. · As soon as the Activity value has been updated, the Activity will be marked completed in the list. · Activities can also be marked completed by ticking the relevant check box in the list directly. · All changes are saved when you tap [Update]. · If an Activity has a Notation attached, the [Notation] button becomes available and can be used to view the Notation.


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Profile page · Use the Description field to update the Description of the Billing line. · The Maint. Task field indicates if a task is created manually or by using the optional desktop Service Manager Advanced Maintenance Add-On. (Refer to the Service Manager Guide: Advanced Maintenance Add-On 1012 topic.) · The Task Code field show the Task used on this Billing Line. · The Priority field can be set to Low, Medium or High. · Set the Task Status field as required. If set to Complete, then the following fields will be available: Completion State, Date and Time.



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Assign page · The Estimated Task Duration will be displayed. Update the Actual Task Duration. · Displays the Task Discipline and Maintenance Level. · Indicates if a Shutdown is required and if so, the Estimated Shutdown Duration will be displayed. Update the Actual Shutdown Duration. · For Duration fields, the first value is hours; the next is minutes.


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Notation page The Notation page is used for displaying internal Notation text and objects for the current Task.



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Safety/Skills page The Safety page is used for displaying Safety and Skill information for the current Task.

22.3.6.15 Options From the Service Manager Main Menu

1225

, it is possible to set system options by using the Options screen.

General page This page contains general settings.


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· The Timeout is set during configuration of the PDA and can be updated on this page. · The phrase is set during configuration and can be updated on this page. The phrase must match the phrase on the Server and is used for encrypting the communication between PDA and the Server. · The Prompt Before Call option indicates if a tap on a Phone icon next to a phone field should start the phone call immediately or after a message box is displayed. Refer Details 1248 . · The Use Estimate check box is used to control display of the Estimate field when inserting Service and Item lines. Refer Insert Line 1253 .

My Jobs page This page allows you to select which columns to display in the My Jobs list. Note: Unlike desktop Service Manager, the order of the columns cannot be changed.



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Defaults page With this page it is possible to set several default values used when inserting Service and Item lines. · Use the Location field to set the default Location used for inserting new Item lines. · The Line Type field is used to set the default Line Type for a line created using the Insert Line 1253 screen. It is not used for lines inserted via the Job Tree. · In the fields Standard, Labor and Item, a default code can be set for each Line Type. · The Duration field is used for setting the default duration for time based services like Labor. · The Quantity field is used for setting the default quantity for non time based Services and for Item lines.

Favorites page With this page it is possible to edit the defined Favorite entries. The common entries defined centrally by the system cannot be changed.


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· To edit a Favorite: o Select the item in the top list o Edit the text in the lower text box o Tap [Update] to save the changed Favorite. · To add a Favorite: o Tap [New] to clear the text box for the new entry o Enter the text in the lower text box o Tap [Add] to add the text as a new Favorite. · To delete a Favorite: o Select the item in the top list o Tap [Delete] to delete the Favorite. · To mark a Favorite as a template (i.e., predefined text) for the text part of a Signature 1253 : o Select the item in the top list o Tap [Signature]. If not specified, a default template is used. Note: The name of the selected Site and the current date is added automatically to the Notation text. See Also Notations » Using Favorites

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22.3.6.16 Synchronizing Data The Service Manager for PDA application can be used both Online using the Service Manager Sage Acac ERP database, or Offline using the local database. The functionality is the same for Online and Offline modes. To be able to work Offline, synchronization has to be performed. To use the Offline features of the application successfully, it is important to establish procedures for how and when data is synchronized. All synchronization commands, except Stored Actions, are accessed using the Sync Data submenu on the Service Manager Main Menu 1225 . This submenu is only available when working Online. Stored Actions is available from the Service Manager Main Menu 1225 and can be accessed while working Offline.



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22.3.6.16.1 Synchronization Steps

ing data to the PDA 1. 2. 3. 4. 5.

Go Online (Connect to central Service Manager database.) Perform System Sync (Only required the first time and when system settings have changed.) Perform Item Sync if local Item stock information is required. Perform Smart Sync (Required to get new Jobs.) Go Offline (Use the application against the local database.)

Now the application is ready for offline use. All local changes are saved locally as Stored Actions.

ing data to Service Manager 1. Go Online 2. Use Stored Actions to data 3. Use Smart Sync to updated or new data. (This is a very important step. Otherwise the local data will not be updated with the previous changes made locally.) 4. Go Offline. Also include System Sync and Item Sync as required.

22.3.6.16.2 Modes of Operation The steps required for synchronization of data gives the following usage scenarios: Always Online Only use the application in Online mode. This option avoids the requirement of performing synchronization, but will make the application unusable when connection is lost.


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Always Offline Only use the application in Offline mode. Online mode is only used for synchronizing data which is performed regularly. (e.g., data in the morning and data in the afternoon.) Normally Online – Offline when needed With this mode it is important to be aware of the following: · Before going Offline, data has to be ed to the PDA as described above. Often connection is lost before this is done. · When back Online again, you must to use Stored Actions to the changed data. Note: Changes done while Online are not reflected in the local database unless a synchronization has been performed.

22.3.6.16.3 System Sync System Sync has to be performed the first time data is synchronized to the PDA and when system information has changed. · Tick the check boxes of items to synchronize. The default is All (all the check boxes will be ticked). If a check box is cleared, existing local data is retained. · Tap [Sync] to start the synchronization process.



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22.3.6.16.4 Item Sync Item Sync is used for ing Items and stock information to the PDA. · Enter the Location code or use the Location Finder to select the Location. · In the Status field select Active Only or All, as required. · In the Clear field, select Leave Others or Clear Others, as required. Clear Others will delete Item and stock information for all Locations before ing data for the selected Location. · Include Non Stock Items will include items not kept under stock control. · Tap [Sync] to start the of Item and stock information for the selected Location.

22.3.6.16.5 Smart Sync Smart Sync is the most important synchronization screen and has to be used regularly to keep the local Job information up to date. System Sync 1278 and Item Sync 1279 more statistical lookup information like details about a Service code, while Smart Sync will relevant Job information for the current PDA . Equipment and Model information, which can contain many records and can be seen as statistical information, has been included in Smart Sync for performance reasons. Instead of ing all this information, only Equipment and Model records relevant for the selected Jobs are ed. With Smart Sync it is possible to the following: · · · · · · · · · ·

Time Entries for selected date range and Employee Documents (Jobs) for selected Time Entries or having selected Status codes Sites for selected Jobs s for selected Sites Equipment for selected Jobs Models for selected Equipment Document Notations for selected Documents Custom Fields for selected Equipment and Sites Symptom Fault Solution associations for selected Models Customer Equipment, which includes all Equipment for all Sites belonging to the Customers for the selected Jobs.

All these options except Customer Equipment are turned on by default. Normally there is no need to clear the default items. However if this is done, the above logic for data extraction is performed, but data for cleared items are not reloaded and existing data are kept. The Smart Sync screen has two pages: Criteria and Include.


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Step 1 - Select the items to · On the Include page, you must select the record types to .



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Step 2 - Select the criteria · Data is ed for the specified Employee. Enter or use the Employee Finder to select the Employee. · The other selection criteria is the same as that on the My Jobs 1232 screen. · Tap [Sync] to start a full . This option will delete all existing records first, and then all relevant records again. · Tap [ReSync] to start an update . This option will for Equipment and Models only, changed and new records since the last .

22.3.6.16.6 Stored Actions When working Offline, all changes are saved to Stored Actions. To "visualize" the changes made Offline, temporary updates to local data are also done. Be aware that Smart Sync 1279 has to be performed after submitting Stored Actions to have local information updated properly with the latest changes. If using Job Tree updated.

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to update a line that has been inserted or updated Offline, the Stored Action will be

It is important to Stored Actions before using Smart Sync 1279 or System Sync displayed to warn about this when the Sync Data submenu is displayed.

1278

. A message will be

The Stored Actions screen can be accessed from the Service Manager Main Menu 1225 and from File » Stored Actions on the My Jobs 1232 screen. The Stored Actions screen has the following functionality:


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· Actions performed while Offline are listed chronologically in a selectable list. · When Online, tap [Submit All] to all changes to the central Service Manager database. · By highlighting one action when Online and then tapping [Submit], individual lines can be ed. This option has to be used with caution since changes can be chained and have to be ed in the correct order. · By highlighting an action and then tapping [Delete], a Stored Action can be deleted before it is ed. · By highlighting an action and then tapping [Edit], a stored action can be updated before it is ed. This can also be achieved by editing the corresponding line in the Job Tree 1259 .

22.3.7 Advanced Topics This section covers the following topics: · Deleting the Database 1282 · Multi company 1282 · PDA Reset 1282

22.3.7.1 Deleting the Database When upgrading the PDA application, upgrading to a new version of Service Manager, or if the local database becomes corrupt, it is a requirement to recreate the database. This can be done by deleting the file: \Program Files\Technisoft\Service Manager R3\VMPDA.SDF A new empty database will be created and the initial configuration has to be redone.

22.3.7.2 Multicompany The application does not have functionality for ing more that one Company, however by renaming the database, for more than one company can be achieved.

22.3.7.3 PDA Reset If experiencing serious problems with the PDA or with Service Manager, a soft reset might be required. Consult the Guide for your device, but it is normally performed by using the stylus on a reset switch on the back of the device. This is like rebooting a PC. Make sure a hard reset is not performed since it will wipe out the device and all applications have to be reinstalled.



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22.3.8 Terminology Bluetooth

Mobile Wireless Networking Technology A short range, wireless networking technology allowing personal devices such as a PDA, computer, printer or cell phone to exchange data. Bluetooth data exchange is generally only expected to work within all devices in the same room (up to 10 meters). A Bluetooth capable PDA, such as the Palm Tungsten T, can use a Bluetooth enabled cell phone to access the Internet for email reception/transmission and web surfing. In addition, the Bluetooth capable PDA would be able to send a document to a Bluetooth capable printer or synchronize (backup) data with a Bluetooth capable PC. Wireless Ethernet is one alternative to Bluetooth. It requires more battery power and has a greater range.

CDMA

Code Division Multiple Access is the generic name for the mobile phone system that is based on this technique. Code division multiple access is a form of multiple access in which all transmitters operate on the same frequency at the same time, and are separated by the use of different spreading codes.

DNS

Domain Name System DNS was created to provide a way to translate domain names to their corresponding IP addresses.

DSN

Data Source Name Data Source Name provides connectivity to a database through an ODBC driver. The DSN contains database name, directory, database driver, ID, , and other information. Once you create a DSN for a particular database, you can use the DSN in an application to call information from the database.

GPRS

General Packet Radio Service Provides high speed data services over cellular networks. GPRS requires a GSM 1283 network and subscription. If you want to quickly send and receive email or surf the web from your PDA, you should consider using a device and service that s GPRS. GPRS s data transfer speeds of 56 to 114 Kbps.

IP

Internet Protocol

IP Address

Computers on the Internet need to find one another to communicate. Each computer therefore has a unique identifying number known as an IP address.

GSM

Global System for Mobile Communication A global digital wireless communications standard initially deployed heavily in Europe. GSM is gaining popularity in the USA and has been deployed in other countries outside of Europe. GSM Services include GPRS

PDA

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and SMS.

Personal Digital Assistant A small, portable and typically handheld electronic device used to manage information in a mobile environment. PDAs are typically much smaller and weigh less than a laptop. Many will fit in a shirt pocket.

phrase

This value is used to generate an RSA encryption key used to encrypt the connection to the server. This value must match the phrase used by the server or the PDA and the server will not be able to understand one another.

USB

Universal Serial Bus USB is a plug-and-play interface between a computer and add-on devices. With


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USB, a new device can be added to your computer without having to add an adapter card or even turn it off. This will replace the conventional connecting systems like the parallel and serial data interface, or also the special connectors for keyboard and bus mouse in the medium term. 802.11b

WiFi, IEEE 802.11b A short range (100 to 300 feet) wireless networking protocol used in PDAs to access fixed (non-mobile) computers and networks. Unlike Bluetooth, wireless Ethernet is designed to connect a mobile device to an existing computer network of non-mobile devices. Wireless Ethernet has a larger range than Bluetooth, uses more battery power and cannot be used to control a cell-phone.

22.4 Purchase Orders Add-On Welcome to the Service Manager Purchase Orders Add-On.

22.4.1 Overview Introduction The Service Manager Purchase Orders Add-On is an optional Service Manager product. It enables direct integration of Service Manager with the Sage Acac ERP Purchase Orders module. Integration to the Sage Acac ERP Purchase Orders module allows you to generate Purchase Order Requisitions or Purchase Orders directly from within Service Manager Jobs, or from the Service Manager desktop using a program called Requisition Manager 1294 . The current status of a Requisition or Purchase Order in Service Manager is always visible in the Document tree and you can drill into the Requisition or Purchase Order at any time to view it in detail. The Job Status is automatically updated when receipts are processed in Purchase Orders. An automatic email message can be generated to your customer, one of your employees or to "Other" when a receipt has been completed. A Requisition List 1304 provides a summary of Requisitions, Purchase Orders or Receipts in Service Manager. The Sage Acac ERP Purchase Orders module also includes many standard Purchase Order Reports. Custom reports can also be created using Crystal Reports. A new tree node called V/M Purchasing is added to the desktop when you install the Service Manager Purchase Orders Add-On.

This node contains the following desktop icons:

These provide functionality in addition to that provided directly from within Document Entry. Although technically termed "Requisitions" in Service Manager, the choice of creating a Requisition or a Purchase Order in the Sage Acac ERP Purchase Orders module is determined by the security level an individual has. If a person has rights to create Purchase Orders then they can either create or add to an existing Requisition or create or add to an existing Purchase Order when transacting in Document Entry. If they do not have security to create Purchase Orders, then they can only create Requisitions.



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The Purchase Order function is full multicurrency, converting transactions into the Vendor currency and converting costs to your Home or Functional currency when applying a receipted cost to the Job or Sale Document. The Service Manager Purchase Orders Add-On increases productivity and efficiency as well as providing audit and ability for Purchase Orders in the Job workflow cycle. Note: You cannot create a Purchase Order directly from the Sage Acac ERP Purchase Orders module and push it to a Job in Service Manager. Purchase Orders must be created either in the Document directly or in batch form in the Service Manager Requisition Manager 1294 program.


22.4.2 Licensing and Product Registration To use the Service Manager Purchase Orders Add-On, you must purchase the product and then it. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: · Service Manager Purchase Orders Add-On functionality will only be available if the product has been ed and activated. · For the Service Manager Purchase Orders Add-On to operate, the Sage Acac ERP Purchase Orders module must be installed and functioning correctly.

22.4.3 Using the Purchase Orders Add-On This section explains how to use the Service Manager Purchase Orders Add-On. For additional information ing Service Manager, refer to the Service Manager Guide.

22.4.3.1 Document Entry Requisitions or Purchase Orders can be added to Inventory, Standard, Labor or Subcontractor Service detail lines in a Job or Sales Order. This provides the flexibility to order anything from an existing inventory item (stock or non stock), to a miscellaneous service or part, as well as a subcontractor service. The number of Requisitions or Purchase Orders that can be added to a Job or Sale Order is unlimited. New nodes appear in the tree of the Document under the detail line selected (Item or Service), when a Requisition or Purchase Order is created.


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Purchase Orders Add-On

Adding a Requisition or Purchase Order in Document Entry To add a Requisition or Purchase Order (depending on the security level you have), open an existing Job or Sales Order in Document Entry or create a new Job or Sales Order. For the purpose of this Guide, reference will be made to Jobs only, but the functions described apply equally to Sales Orders. If creating a new Job, add a Phase and a Billing Group. Then add a Labor Service, Contractor Service and an Inventory detail line. If using an existing Job, add these three types of detail lines if they are not in your existing Job for the purposes of this example.

Creating an Item Requisition/Purchase Order

When you select an Item detail line, the New Purchase Requisition

fast icon will become active.

To create an Item Requisition/Purchase Order:

· click OR · right-click the Item and select Insert » Purchase Requisition OR · click shortcut key Ctrl+Q OR · from the Insert icon on the toolbar, select Purchase Requisition. It is a matter of personal preference as to which method you use. The Create/Manage Purchase Requisitions window will be displayed.

Select Generate a SINGLE Purchase Requisition/PO for the Selected line. Click [Accept]. The Service Manager Purchase Request window will be displayed.



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Profile tab Note: It is not necessary at this point to decide whether you are adding a Requisition or Purchase Order. Your security clearance will determine this on the final screen when you add the Service Manager Purchase Request. Depending on your security clearance, you will be able to choose to either add a Requisition or Purchase Order at that time. Since you have chained from the Job, the Site, Job, Entered By person and Date Created details, will automatically be loaded and the cursor will be flashing in the Quantity field. The Quantity will default to Item Supply Quantity. You can change this if you need to order more of these items. The Item Code and Item Description will also be loaded from the Item detail line. If you change the Item Description, this will be reflected in the description in the Requisition and/or Purchase Order. The default Vendor code will appear if one exists, but you can change this to a different Vendor if, for example, a better price has been obtained from an alternative supplier. The Unit Cost will be displayed in the Vendor's currency and the extended cost is displayed to the right of the unit cost. The default Unit of Measure, e.g., "Ea.", will be displayed by default. If you choose a different unit of measure, the Unit Cost will adjust according to your Inventory Conversion Factor settings. The Ship To Location will be loaded from the Item line and cannot be changed. The Location is sourced from Inventory Control Locations. To the far right of the Service Manager Purchase Request window, the stock available at the location selected is displayed. i.e., Stock On Hand (OH), On Sales Order (SO), On Purchase Order (PO) and the Quantity Available (QA). Select All Locations to view quantities at all locations. The Expected Receipt Date field can be set to indicate the vendor's expected delivery date, or you can


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use this date for the customer's expected delivery date. The actual Receipt Date is stored with the receipt. Click the Drop Ship/Comments tab or click [Add] if no further detail is required. Drop Ship/Comments tab

Drop Ship: different geographic location.

Use these options to instruct your supplier to ship the order to a

None - ship to your location Specified - ship to the specified location, entered in the Address fields Site - automatically load the address details for the Site Site Bill To - automatically load details from the customer's s Receivable Bill To record. There is a space at the footer of this form for Comments. These comments do not get transferred to the Requisition or Purchase Order. They are stored with the Service Manager Purchase Request in the Job only. Notify on Receipt: When a receipt is posted in Purchase Orders, the Job is automatically updated with the receipt status. It is possible to generate emails on receipt. Select any of: Email Site Email Entry Employee Email Other If you select Email Other, you will need to type an email address. The email addresses for Site and Entry (Entered By) Employee are derived from the respective Site and Employee records. If no email addresses exist in these files, no email will not be generated. You can of course



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use Email Other to specify an email address if necessary. To action the auto Email function, use Requisition Manager

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. Make sure the Partially Receipted

and/or Fully Receipted check boxes are ticked. Click Go to load Jobs that match the criteria chosen and then click the Email icon on the toolbar to generate emails for receipted Purchase Orders. If your company uses multicurrency ing, click the Currency Rates tab. Otherwise, click [Add]. Currency Rates tab Note: This tab will only be displayed if your company uses multicurrency ing.

The default Rate Type, (Latest) Rate Date and Exchange Rate will load. These can be manually changed if required. Click [Add].

Creating a Service Requisition/Purchase Order Service Requisitions/Purchase Orders can be created in exactly the same way as Item Requisitions/Purchase Orders. There are three types of Service: Standard, Labor and Subcontractor, and Requisitions/Purchase Orders can be created for all three types. To create a Requisition/Purchase Order for a Service, focus on the Service detail line and then click the


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New Purchase Requisition

fast icon.

All procedures are identical to creating an Item Requisition/Purchase Order, except for the following: · No Location fields or Location Stock Quantity information fields will be displayed · When a Requisition/Purchase Order is created, the General Ledger Expense field in the detail line is automatically populated with the Service Cost Clearing in the Service detail line in the Job. In every other respect, including the supply of receipted Services, the process is the same. It is important to understand that a Vendor must entered to raise a Requisition/Purchase Order for a Service, even if the Purchase Order is for a Miscellaneous Service.

Posting Purchase Orders

Depending on your security clearance you will be able to choose to create a Requisition or Purchase Order.

Create As: If you select Existing Purchase Requisition or Existing Purchase Order, you will need to select an existing Requisition or Purchase Order using the Finder

so you can add the current Service Manager



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Purchase Request to it. If you select New Purchase Requisition or New Purchase Order, a new Requisition or Purchase Order will automatically be created after you click [Post]. Click [Set to Document Number] to set the Reference to the Document Number. Click [Set to Site] to set the Comments to the Site Name. Note: Optional Fields from the Sage Acac ERP Purchase Orders module will be displayed on this window if applicable. If those fields require validation you will not be able to click [Post] until they have been populated. Click [Post] to post the Requisition or Purchase Order.

Purchase Requisition node A new Service Manager Purchase Requisition node will be added beneath the Item detail line in the Job tree. If you click on this node, under the Details tab on the right of the window, a summary of the Requisition or Purchase Order details will be displayed.

Note that like all nodes in the Document tree, you can customize the node text, and Include, Exclude and change the order of fields displayed on the Details tab. To do this, select Tools » Options and then select Purchase Requisitions from the drop-down list. Note that if you select Properties on the Service Manager Purchase Request and drill into the Requisition or Purchase Order, the originating Job or Sales Order Number will appear in the detail section of each transaction line in the Requisition or Purchase Order in the Order Number field. Additional Requisitions or Purchase Orders can be added to an existing item detail line at any time by repeating the process above. Therefore you can add to an existing Requisition or Purchase Order as described or create a new separate transaction. When a receipt has been posted in Purchase Orders the receipt status will also appear in the custom fields Service Manager Guide Copyright © 2008 Technisoft Pty Ltd

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section under the Details tab when you click on the Service Manager Purchase Request node. If focused on the Service Manager Purchase Request node you can right-click and select View P/O Requisition, View P/O Purchase Order, or View P/O Receipt as applicable at any time during the process. Options will be grayed out if a document does not exist for them. For example, if you have a Requisition, but no Purchase Order created yet, you can View P/O Requisition, but View P/O Purchase Order will be grayed out. If you followed the above procedures and have added a Requisition or Purchase Order, right-click on the Service Manager Purchase Request node under the detail line and select Properties to display the details of the particular Service Manager Purchase Request. A new tab appears on the Purchase Request called Posting Status. There are two sections to this form: Status and Supply Details. In the Status section, details of the Requisition, Purchase Order or Receipt will be listed. Click the drill-to arrow to display details of the original Document. The Supply Details section includes reconciliation of what is on Purchase Order, what has been receipted to date, what has been supplied to the document, and what is remaining to be supplied. It is important to note that the cost originally ordered may be different to that receipted and that the Job will be updated with the actual cost receipted at all times.

Supplying Receipted Items You can auto supply items that have been receipted in Purchase Orders to detail lines in the Job. To supply a receipted Service or Item to a Job, while focused on the service or item, right-click and choose "Supply Receipted Item(s)". The Receipt Rates form will be displayed. The original Service Manager Purchase Request quantity, unit cost and extended amount are displayed first and are grayed out. The "On Purchase Order", quantity, unit cost and extended amount are displayed next. The "Receipted to Date", quantity, and extended amount is displayed next. The "Supplied to Document", quantity, and extended amount are displayed next followed by the "Remaining to be Supplied", quantity, unit cost and extended amount. Note that the receipted cost may be different to the original cost requested or the Purchase Ordered cost and it is the receipted cost that is supplied to the Job. The "Remaining to be Supplied" quantity can be manually changed prior to retrieving the line. This can be useful where more items were ordered than were actually needed for the Job. There are two Supply methods: 1. Override Existing Document Quantity This option will override the Document detail line "Bill To" and "Cost" quantity and "Unit Cost" with the value in the "Remaining to be Supplied" fields. Any existing values in the service or item detail line will be overridden or replaced. 2. Add to Existing Quantity and Average Cost This option is particularly useful where more than one Service Manager Purchase Request exists for a service or item detail line and multiple Receipts are to be supplied to that line. The total cost on all Service Manager Purchase Requests is averaged across the quantity being supplied to that detail line. Example Assume there are two purchase requisitions that have been receipted under a subcontractor service detail line in a Job. Supply the first line using "Override Existing Document Quantity". Then supply the second line using "Add to Existing Quantity and Average Cost". The first line will override the quantity and the cost in the detail line, and the second line will then add to the existing quantity and average the unit cost on that detail line.



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Subcontractor Service Line (1) Qty = 1 Cost = $100 Line (2) Qty = 2 Cost = $ 85 When supplying the first line using the "Override Existing Document Quantity and Cost method", the first line would override existing quantities and cost and put a 1 in the bill to and cost quantity fields, and $100.00 in the unit cost field. Note that if a cost only service is used, only the cost quantity will be updated. Supplying the second line using "Add to Existing Quantity and Average Cost" would add two (2) to the existing quantity of one (1) totaling three (3). The unit cost would be averaged. i.e. ((100) + (85*2))/3 = $90. Warning: When using Add to Existing Quantity and Average Cost, if a supply quantity already exists in the detail line in the Job, this method will add to that quantity. i.e., it is not overwritten before supply. You may need to first check that the supply quantity in the detail line is set to zero or retrieve the first line using "Override Existing Document Quantity" and then use the option "Add to Existing Quantity and Average Cost".

Reversing a Previously Supplied Quantity If a line has been supplied in error, it is possible to cancel and resupply that line. Right-click on the grayed out Service Manager Purchase Request directly beneath the Service or Item detail line and select Properties. In the "Supply Details" area, reduce the quantity in the "Supplied to Document" field or set the value to zero and then press Tab. This will reset the "Remaining to be supplied" quantity as applicable. You can then choose the "Override Existing Document Quantity and Cost" option and resupply the detail line.

General In Document Entry if you select Tools » Options » General tab, there is an option there to Automatically Gather PO status on Document Load. If this is ticked, then whenever a Job or Sales Order is loaded, the status of Requisitions, Purchase Orders and/or Receipts will automatically be updated or refreshed in the Document. Note: This option is useful, but that if Load Documents when Scrolling is also ticked, then the Purchase Order status will be refreshed every time you scroll a Job or Sales Order in Document Entry, and this has the potential to slow or delay the scrolling process. Requisition Manager can be launched from inside Document Entry - select Tools » Requisition Manager. If you are inside a Job focused on a Service Manager Purchase Request node then when you select this option, Requisition Manager will load with the Job details preset. If creating a Requisition from a Service Manager Purchase Request rather than going direct to a Purchase Order, you can then only raise a Purchase Order for that Requisition using the Sage Acac ERP Purchase Orders program. To create a Purchase Order from a Requisition, go to the Sage Acac ERP Purchase Orders node on the desktop. Open the Purchase Order Entry program, choose a Vendor and then tick the From Requisition check box. Select the drill-to icon and then click the Requisition Finder to select the Requisition you wish to create a Purchase Order for. Post the Purchase Order or make modifications as necessary. The Job will be automatically updated with the Purchase Order details in the background. It is possible to use Requisition Manager Requests.

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to bulk post Purchase Orders from Service Manager Purchase

Note that if adding to existing Requisitions or Purchase Orders you must use the same Vendor Code.


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22.4.3.2 Requisition Manager

»

The Requisition Manager program allows you to view the status of existing Requisitions, Purchase Orders and Receipts. It also allows you to create/raise new Purchase Orders from existing Requisitions in batch entry mode, as well as allowing you to Supply any number of Receipted Purchase Orders to a Job or Sale.

Using Requisition Manager Open Requisition Manager and then select Requisition » Options.

Posting Methods Select one of the four Posting Methods. Create Service Manager PO Requests Only Select this option to create Service Manager Purchase Requests that will later be posted to a Purchase Requisition or Purchase Order. i.e., Service Manager Purchase Requests are not created in the Sage Acac ERP Purchase Orders module. They are added to Document Entry below the



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detail item or service line only. This option can be useful if security requirements are very high or where Sage Acac ERP Requisitions are not required. The major advantage of this option is that you can post Requisitions or Purchase Orders (depending on security) from Requisition Manager in "Batch" format. This allows you to post a single PO for the Vendor for Items and Services from many Documents rather than a single PO for the Document or individual line. Post P/O Requisitions Only Select this option to post Service Manager Purchase Requests to either a "New" or "Existing" Purchase Requisition in the Sage Acac ERP Purchase Orders module. When you insert a Service Manager Purchase Request and select "Add", you are presented with the Post Purchase Orders form, and if this option is selected, then you will only be presented with New Purchase Requisition or Existing Purchase Requisition in the "Create As" drop-down list. This option is recommended where the Purchase Order function is demarcated to the Purchasing department and only those with Purchase Order security rights can create new Purchase Orders. i.e., if Post P/O Requisitions Only is selected you will not be presented with an option to post a Purchase Order from within Service Manager. Requisition Manager does not allow you to convert Requisitions to Purchase Orders. You must go into the Sage Acac ERP Purchase Orders module to create Purchase Orders from existing Requisitions. Post P/O Purchase Orders Only Select this option to post Service Manager Purchase Requests directly to either "New" or "Existing" Purchase Orders in the Sage Acac ERP Purchase Orders module. When you insert a Service Manager Purchase Request and select "Add", you are presented with the Post Purchase Orders form. You then have the option to post to a "New Purchase Order" or "Existing Purchase Order" in the Create As drop-down list. This option is recommended where operators have permission to enter Purchase Orders directly and formal Requisitions are not required. This speeds up data input greatly and is a recommended setting. Post Either P/O Requisitions or P/O Purchase Orders This method is a combination of both "Post P/O Requisitions Only", and "Post P/O Purchase Orders Only" methods. The Post Purchase Orders form presents all four options, New Requisition, Existing Purchase Requisition, New Purchase Order or Existing Purchase Order in the "Create As", drop-down list. This option provides the best of both worlds so to speak by providing additional flexibility. Open P/O Document after Posting Tick the Open P/O Document after Posting check box to launch the Requisition or Purchase Order straight after you click [Post]. Otherwise you are returned directly to the Job in Service Manager and a new Service Manager Purchase Request node is created. Checking this switch can be useful if you need to change Tax Classes before posting the Purchase Order as the Purchase Order is opened in the Sage Acac ERP Purchase Orders module and you can select the "Distribution" button and edit tax classes.

History When a Job has been completed in Service Manager and the End of Day process moves the Job to History, purchase requisition details are maintained with the Historic Document so that the original order details can be referred to at any time.



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Viewing Existing Requisitions, Purchase Orders or Receipts

Sequence

Order By There are six ways to view Requisitions, Purchase Orders or Receipts in Requisition Manager: Vendor, Document, Site, Employee, Purchase Order Number, or Requisition Number. Criteria

Date Required This field allows you to specify a date range to search Requisitions or Purchase Orders in a given period. If the check box is cleared, the Date Required option will be ignored. Date Expected This field allows you to specify a date range to search Requisitions or Purchase Orders expected in a given period. If the check box is cleared, the Date Expected option will be ignored. Manual Entries Tick this check box to display all entries created from within Document Entry. (This check box is ticked by default.)



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Entries Auto Generated Tick this check box to display entries created using the Auto Create Requisitions check box is ticked by default).

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program. (This

Show Records Without Purchase Orders This will display all Service Manager Purchase Requests and Sage Acac ERP Requisitions that have not yet had Purchase Orders created for them. This can be very useful if sorting in Vendor Order per above, as the Post option becomes available for all Service Manager Purchase Requests. Note that Sage Acac ERP Requisitions must be posted from the Sage Acac ERP Purchase Orders module. Show Records Without Purchase Orders This can be useful to check and manage Jobs that have Purchase Orders that have not yet been receipted. Purchase Order Options These options can also be used to filter information in Requisition Manager. Without Receipts will display all Purchase Orders that have not yet been receipted. Partially Receipted will display Purchase Orders that have been partially receipted. Fully Receipted will display Purchase Orders that have been fully receipted and are complete. Ready to Supply to Document will display Purchase Orders that have been receipted, but not yet supplied to Documents. Supplied to Document will display receipted Purchase Orders that have been supplied to Documents. Set these options as required, and then click Go . This will populate the Source and Status tables in the bottom of the Requisition Manager form according to the criteria selected. Examples of Useful Queries Assume Date Required or Date Expected ranges are not set. Assume Manual Entries and Entries Auto Generated are set on. Example # 1 Vendor Order, Without Purchase Orders – Displays Requisitions that have not had Purchase Orders raised/created yet. Example # 2 Vendor Order, Without Purchase Orders, With Purchase Orders, Without Receipts – Displays all Requisitions that do not have Purchase Orders and Purchase Orders that have not yet been receipted. Example # 3 Vendor Order, Without Receipts – Displays Purchase Orders that have not yet been receipted. Example # 4 Vendor Order, With Purchase Orders, Partially Receipted or Fully Receipted, Ready to Supply to Document – Displays Jobs that have service or items on Purchase Order that have been partially or fully receipted that can be supplied to those Jobs.


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Example # 5 Vendor Order, Entries Auto Generated, With Purchase Orders, Without Receipts – Displays Purchase Orders created using the Auto Create Requisitions program that have not been receipted.

Additional Information You must be in "Vendor Order" to post and create new Requisitions or Purchase Orders from Service Manager Purchase Requests. Entry to Requisition Manager can be securitized using the security functions in istration Services.

Creating New Requisitions or Purchase Orders For simplicity sake, we recommend raising Requisitions from directly within Jobs, however new Requisitions can be created from the Requisition Manager program. If using the Requisition Manager program to create a Requisition or Purchase Order, a Service Manager Purchase Request must be created by matching it to an existing Service or Item detail line in the Job or Sale Order, or creating a new detail line. Procedures are much the same as those described in Adding a Requisition or Purchase Order in Document Entry 1286 . To add a new Requisition, click New.

Select the Source Document type (Job or Sale), then select a Document Number to add the Requisition to. Next click [Find Doc. Line] to launch the tree of the Document selected, so that you can choose a Service or Item detail line to Requisition.

Click and focus on the relevant Service or Item detail line and then click Accept to choose it.

This will load that Service or Item into the Purchase Request form. Select any other options as required and then click [Add] to create the purchase request. If you do not choose a Service or Item detail line, you will not be able to create a Requisition. If you do not locate an existing Service or Item detail line using [Find Doc. Line], you can create an entirely new detail line and Requisition. Continue to complete the Requisition form by choosing an Item or Service. Enter quantities and costs as applicable. When you click [Add], the tree of the Document will appear. You must then choose a node in the tree (Phase, Equipment or Billing Group), where you wish to create the new Service or Item detail line and Requisition. This prevents a Requisition from being orphaned in Service Manager. If you do not select a node, it is not possible to create a Requisition.

Supplying Receipted Purchase Orders Partially or fully receipted Purchase Orders can be supplied in bulk to Jobs using Requisition Manager. That is, you do not have to enter each Job directly to supply the service or item detail line. This can greatly speed up the process of receipting Purchase Orders where there are large numbers of Jobs in the system. It is effectively like batch supplying receipted Purchase Orders. Set up a query as follows. Select Vendor Order, With Purchase Orders, Partially Receipted or Fully



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Receipted, and Ready to Supply to Document.

This query will display Jobs that have Services or Items on Purchase Order that have been partially or fully receipted that can be supplied to those Jobs. Click Go to run the query.

Click Supply.

The Supply to Documents window will be displayed. It will list all Purchase Orders with receipts ready to be supplied to their associated Documents.


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Uncheck any detail lines you do not wish to supply to Jobs or Sales Orders as applicable. Choose the method of Supply: Override Existing Document Quantity and Cost This option will override the Document detail line Supply Quantity and Unit Cost with the values in the Remaining to be Supplied fields. Any existing values in the Service or Item detail line will be overridden or replaced. Add to Existing Quantity and Average Cost Select this option where more than one Purchase Request has been added to the same Service or Item detail line and multiple receipts are to be supplied to that line. The receipt quantity from the first receipt is added to the Supply Quantity in the Service or Item detail line in the Job or Sales Order. Subsequent receipts are accumulated to the Supply Quantity in those detail lines, and the Unit Cost is averaged across the total quantity. The values are derived from the Remaining to be Supplied fields in the Service Manager Purchase Request. Click [Supply] to supply the receipted Services or Items to their respective detail lines in the Jobs or Sales Orders they originated from. Documents may not be open when using Requisition Manager to supply receipted quantities to detail lines. If a Document is open during this process, you will receive an error message indicating that the Job or Sales Order is being edited by another . The detail lines associated with the open Document will not post.



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22.4.3.3 Auto Create Requisitions

»

The Auto Create Requisitions program allows you to automatically generate "Service Manager Purchase Requests" from Jobs or Sales Orders based on three reorder options; "Reorder Insufficient Supply Quantities", "Reorder from Supply Quantities" or "Reorder from Backorder Quantities".

The Service Manager Purchase Requests created can then be posted to Purchase Orders using the Requisition Manager 1294 program to replenish inventory as applicable. During the Auto Create Requisitions process, a Service Manager Purchase Request detail line is added to each item detail line in the Jobs or Sales Orders affected. After all items have finished processing, the program prompts you to post the Service Manager Purchase Requests created to Purchase Orders.


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If you click [Yes], Requisition Manager will be launched in Vendor Order.

Click [Post] to post and create Purchase Orders in the Sage Acac ERP Purchase Orders module.

If you click [No], you can open Requisition Manager at any time in the future to create Purchase Orders then.

Using the Auto Create Requisitions Program 1. 2. 3. 4.

Open the Auto Create Requisitions program and select a Document Type, e.g., Job. Use any of the available filters Site, Job Type, Entry Date, Line Date, to refine the reorder process. Next choose a Vendor Type from Vendor 1 to 9. Tick the Drop Ship Lines check box if you wish to drop ship each line to the site geographic address as listed in the Document Header of the Job. 5. Select a Reorder Option: Reorder Insufficient Supply Quantities Select this option to order items that have insufficient quantity available across the selected range of Jobs or Sales Orders. This option checks the quantity of items available in total, against those on Supply and Backorder. If the quantity available is less than the quantity required in total, Service Manager Purchase Requests will be created for the shortfall. Purchase Orders can also be created as part of this process. These can later be supplied directly to the item detail lines when receipted via the Requisition Manager program.



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Reorder from Supply Quantities Select this option to order items based on the quantity in the "Supply" quantity field of item detail lines across the selected range of Jobs or Sales Orders. Click [Process] to create Service Manager Purchase Requests for items on "Supply". Purchase Orders can also be created as part of this procedure. These can later be supplied directly to the item detail lines once receipted via the Requisition Manager program. It is not necessary to use the "auto supply" functions if you simply wish to replenish stock for items sold. Reorder from Backorder Quantities Select this option to order items based on the quantity in the "Backorder" quantity field of item detail lines across the selected range of Jobs or Sales Orders. Click [Process] to create Service Manager Purchase Requests for items on "Backorder". Purchase Orders can also be created as part of this procedure. These can later be supplied directly to the item detail lines once receipted via the Requisition Manager program.

Supplying Receipted Items Once Purchase Orders have been created and receipted, you can then use the Requisition Manager 1294 program to supply the receipted items to their respective detail lines in the Jobs or Sales Orders they originated from. Note however, that it is not necessary to supply the receipted goods to the Jobs or Sales Orders if using this function merely to replenish stock. To supply receipted goods, start Requisition Manager and tick the following check boxes: Entries Auto Generated, With Purchase Orders, Partially Receipted, Fully Receipted, Ready to Supply to Document. Select the green Go icon to begin the query. Only those entries created by the Auto Create Requisitions program that have been receipted and that are ready to supply will be displayed. Click the Supply icon to display all entries that can be supplied to Jobs or Sales Orders. Tick the check box of detail lines you wish to supply. Click Post to post and supply those lines to their respective item detail lines in the relevant Jobs and Sales Orders they were derived from.

General Note: It is not possible to use the Auto Create Requisitions program to auto generate Purchase Orders for Services. To operate this program, items in the Inventory Control master files must have at least one Vendor Type created and selected (refer Inventory Control » I/C Items and Price Lists » Vendor Details to set up a Vendor relationship for an Item). If you run any of the Auto Create Requisition processes more than once, items will not be re ordered (i.e., orders will not be duplicated), except where changes were subsequently made to item detail lines in Documents.


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22.4.3.4 Requisition List

»

This report will allow the to print Requisitions, Purchase Orders or Receipts in detail. The report can be ordered in Vendor, Document or Site Order. Available criteria are similar to those listed in the Requisition Manager program, but there is an additional option that allows you to specify a "Line Type". Line Type options include; Inventory Item, Standard Service, Labor Service, and Subcontractor Service. If this check box is not ticked then all Line Types are included by default. The report can be set to include financial values in Home or Vendor currency, as well as Comments, and Additional Purchase Order Information. Click [Save] to save your criteria settings.

22.4.3.5 Recent Enhancements Several enhancements have recently been made to the Service Manager Purchase Orders Add-On.

Create New PO from Requisition Manager – Quantity to Estimate When creating a new Requisition or Purchase Order from Requisition Manager the Job to reflect the Requisition or Purchase Order.

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, a new line is created in

The Supply/Committed Quantity will be set to zero during the creation process and the ordered quantity will be placed in the Estimate Quantity field. This has the effect of placing the item on Outstanding or Backorder. This standardizes the process so that it operates in a similar manner to adding a new Requisition or Purchase Order directly from within the Job.

To check this feature, open Requisition Manager and then click the New icon.

Next choose a Job and then select the drill-to arrow

to drill into the Job tree.



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Select the Phase or Billing Group that you wish to add the line to and then click the Accept toolbar icon.

Select a Vendor, Item Code, Location, Quantity and Unit Cost as applicable and then click [Add].


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Click [Post] to post the Purchase Order.



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After posting, the system will return to the Requisition Manager. Close the Requisition Manager and proceed below.


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Open the Job in Document Entry to view the result. Note that the new detail line for the Item has been created, a new PO line has been created and the PO exists in the Sage Acac ERP Purchase Orders module, and the item quantity is placed on Estimate.

Properties of the Item line in the tree.



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Bulk Generate Req/PO by Job, Phase or Billing Group A new feature has been added to allow bulk creation of Requisitions or Purchase Orders for all service or detail lines. This can be applied at Job, Phase or Billing Group level from within a job.

Click on the node you wish to bulk create lines for. In the example above, the Phase is selected so all detail lines in the Phase will be ordered. Select the Purchase Requisition icon or right-click on the Phase and select Insert » Purchase Requisition.


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The Create/Manage Purchase Requisitions window is displayed.

Click [Accept]. If vendors do not exist in Inventory Control for the item detail lines you will be asked to enter each vendor code manually. If vendor codes do exist, the detail lines will automatically be created when posted. After clicking [Accept], the Requisition Manager program will automatically launch providing the with the option to select all detail lines (click header), or pick and choose the detail lines to be ordered. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


After selecting the required Services and/or Items, click the

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icon.

The Select Vendor window will be displayed. There are two options on this form: Specify a Vendor for all lines chosen and Let Service Manager decide the Vendor.

Specify a Vendor for all lines chosen allows you to select the Vendor Code, but will apply this code to all detail lines selected. i.e., these can be manually modified if required. Let Service Manager decide the Vendor causes Service Manager to check the item vendor specified in I/C Vendor Details (will select first item vendor code), or check the Subcontractor Vendor Code as specified in Service Manager Subcontractor Setup. For other service types such as standard or labor services the must specify the vendor code manually. Using either option it is still possible to edit the vendor code manually by selecting the unposted entry and double clicking to edit the vendor cord. The next step is to Post the transactions and actually create the POs or Requisitions as applicable in the Sage Acac ERP Purchase Orders module. Select the Post icon to post the POs or Requisitions for that vendor. i.e., each vendor must be selected separately as there may be other items for that vendor and it is not possible for the program to automatically establish whether these item should or should not be posted.


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Select the Items and/or Services as applicable and then click [Post] to create the PO. The Post Purchase Orders window will be displayed.



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Complete the optional fields and then click [Post]. All items will be added to POs and the detail lines in the Jobs will be updated accordingly. An option allows you to print the PO at the time of posting. The following shows the PO created.


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All detail lines will be updated in the Job with the relevant PO number. The resulting tree view shows detail lines displaying Purchase Order details.

Retrieve Existing PO to Job or Sales Order A new feature has been added to allow retrieval of existing detail lines that have been ordered directly into a job or sales order. The new process copies these lines to the current document from the existing PO. This provides the ability to actually raise orders in PO and then retrieve them to jobs. i.e., in the past the PO had to be created either directly from within the job or from Requisition Manager. Now it is possible to create the PO in the Sage Acac ERP Purchase Orders module and then retrieve detail lines from that Purchase Order into the Job. Open Document Entry and select a Job. Select a Phase or Billing Group node.



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Click the New Purchase Requisition toolbar icon or right-click the node and select Insert » Purchase Requisition.

Next, select Retrieve lines from an existing PO into the current Document and then click [Accept].

Requisition Manager will open in the background and the Create Document Lines from PO window will be displayed.


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This utility allows you to add new detail lines to a Document from an existing Purchase Order or Receipt in the Sage Acac ERP Purchase Order. Select the PO or Receipt you wish to copy lines from.

Note that in the PO, on the item detail line, you can specify a Service Manager job number in the Order Number field on the PO detail line to associate it to an existing job in Service Manager, or you can leave this field blank. You can retrieve/copy lines even if this field is left blank, but there is an option on the form to ignore lines already associated with a job. A job Finder is not yet available on this field.



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Advanced Options Several advanced options exist that provide additional functionality: Ignore lines already associated with any Document If the Order Number field described in the section above is populated with a job number and you are retrieving into a different job, this option will ignore lines associated with other jobs and only retrieve/copy items for the existing job or where the Order Number field is left blank. Retrieve Comments/Instructions This option will create Notations under the line retrieved based on the Comment/Instruction entered at detail line level in the the Sage Acac ERP Purchase Order. Retrieve Serial Numbers This field is only visible if Sage Acac Options Serialized Inventory and the Service Manager Serialized Inventory Add-On 1335 are installed. This option will only function if a Receipt has been selected or if a PO has been receipted. In the later case, after selecting Accept, if a receipt exists for that PO a question pops asking the if they would rather supply the items from the receipt instead of the PO. When retrieving/copying detail lines to a job if this option is checked and the PO lines have been receipted into PO with serial numbers, the lines are copied to the job with the exact same serial numbers already loaded on the Serial Number tab on the detail line. Note that the serial number status must be "Available" in Sage Acac Options Serialized Inventory for the serial numbers to retrieve. Once retrieved the serial number status will be automatically set to "Unavailable", so that if that PO is retrieved a second time those serial numbers will not be available for retrieval.


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The next and final step is to locate the destination point in the Document the detail lines will be retrieved/copied to. Click [Locate Destination Position in Document] and then choose the node where the detail lines are to be copied to.

Click

.

Click [Accept]. A Warning message will be displayed.

Click [Yes] to retrieve the PO lines to the currently selected Job. A Confirmation message will be displayed.

The detail lines from the PO will be added to the node selected with associated PO numbers linked.



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Note: To Post POs in Requisition Manager, it is necessary to be in Vendor Order for the Post icon to be available.

The new retrieval function is available from within Requisition Manager by clicking the Retrieve icon.

22.5 Service Center Add-On Welcome to the Service Manager Service Center Add-On.

22.5.1 Overview Introduction The Service Manager Service Center Add-On is an optional Service Manager product. It provides additional functionality to enable jobs, employees, schedules, sites, postings, and even day end to be


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Service Center Add-On

processed, and/or viewed by Service Center, depending on the security rights that each employee in Service Manager has been granted. Service Centers can maintain their own numbering system as well so that each center's jobs can be easily identified. The has access to all Service Centers by default. This function in conjunction with Segment Override, allows for Service Center/Branch ing in the G/L as well. A segment can, for example, be set up in your G/L mask to enable definition by segment, or you can simply override existing segments according to Service Center being used. Segment override can be achieved at Job Type, Phase or Employee level. As an example of how this new feature set operates, it is possible to assign an employee to a Service Center, and when that employee logs in to Service Manager, they will only see Jobs for the Service Center they have been assigned to in Document Entry, Job Manager and other programs where Service Center management is applicable. This means access from a WAN or remote session can be tailored to those s' rights. Service Centers can maintain their own numbering system so that each center's Jobs can be easily identified.

Further Information If you are an End and would like more information about this product, please your Sage Acac Solution Provider 4 . If you are a Business Partner and would like more information about this product, please Technisoft 4 .

22.5.2 Licensing and Product Registration To use the Service Manager Service Center Add-On, you must purchase the product and then it. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: Service Manager Service Center Add-On functionality will only be available if the product has been ed and activated.

22.5.3 Using the Service Center Add-On This section explains how to use the Service Manager Service Center Add-On. For additional information ing Service Manager, refer to the Service Manager Guide. To use Service Center functionality, you must: · Enable Service Center functionality in Company Options · Set up the Service Centers - the number that you can set up will be determined by your Service Center licence · Assign Employees to the Service Centers. You may also: · Assign Subcontractors to the Service Centers · Set up a default Service Center for a Site · Track Financial Statistics for the Service Center.



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22.5.3.1 Company Options There are several options that need to be set before you can set up Service Centers and use Service Center functionality.

Use Service Center Functionality Tick the Use Service Center Functionality check box in

»

»

» Processing tab

This will enable the Service Centers icon in V/M Setup » V/M General.


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Track Financial Distribution Statistics for Service Centers To track Financial Distribution Statistics by Service Center, tick the Track Service Centers check box in

»

»

Refer to the Financial Statistics in the Display field.

» Misc. tab

667

topic in the Service Manager Guide. Select Service Centers



22.5.3.2 Setting up a Service Center

»

»

Click the Service Centers desktop icon. The Service Centers window will be displayed.


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Profile tab

In the Service Center field, enter an existing Service Center Code or use the Finder arrows to select the required Service Center. To create a new Service Center, click New

or navigational

and then enter the Service Center Code that you require.

Note: For the Service Center to be available in Service Manager, you must tick the Active flag. Enter the Service Center Name, Address details and Comments. Specify a Default Item Location for the Service Center, if applicable.

Numbering tab Click the Numbering tab if you wish to use unique Document Numbering for this Service Center.



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Response tab Click the Response tab to view or change the Business Hours of the Service Center. Business Hours are used primarily within Job Manager 507 .


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G/L Segments tab Click the G/L Segments tab to override the default G/L Segments for this Service Center.



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Tick the Override G/L Segments check box and then select Division or Region to override these G/L Segments. Note: · G/L Segment Overrides can be set for any of the following: Employee 784 , Phase 805 , Job Type 813 , Service Center (if the Service Manager Service Center Add-On is installed). If you are using Specified G/L s in Service Setup 786 , all G/L Segment Overrides will be ignored when Day End 640 is processed. · If you add a Service to a Job using a Service Center that has a G/L Segment Override and then turn off G/L Segment tracking for that Service Center before running the Day End 640 process, the resultant G/L entries will not have G/L Segment Overrides, as Segment Overrides are processed during the Day End process. · Refer to the Day End Processing of G/L Segment Overrides 650 topic in the Service Manager Guide for information about how Day End processes G/L Segment Overrides and what happens if a G/L segment does not exist. Employees tab Click the Employees tab to list all Employees assigned to this Service Center. As no Employees have been assigned to this Service Center yet, none are listed.


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Click [Add] or [Save] to save the new Service Center details. This procedure will activate the Service Center and make it ready for use. Click [Close] to exit the setup procedure.

22.5.3.3 Asg Employees to Service Centers

»

»

» Processing tab

After setting up the Service Centers you next need to assign Employees to those Service Centers. If you do not assign an Employee to a Service Center then that Employee will effectively be assigned to all Service Centers. If you tick the Restrict Finders to this Service Center ONLY check box and assign the Employee to a Service Center, that Employee will only see Jobs and other documents for that Service Center in their Finders. That Employee can still be manually applied to another Service Center though. If this function is used in conjunction with the Service Manager security option All Non SC Employees (Allow Non Service Center Employees), then that Employee cannot be seen by or added to another Service Center.



Refer to the Service Manager Security

984

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topic in the Service Manager Guide.

This also affects screen views in Job Manager. i.e., if an Employee has not been granted Allow Non Service Center Employees, that Employee will not be visible in other Service Centers. i.e., the Employee will only be visible in the Service Center they have been assigned to.

The Processing section of the Processing tab has two extra options available when the Service Manager Service Center Add-On is activated. Default Service Center - Select the default Service Center that this employee is assigned to. Restrict Finders to this Service Center ONLY - An employee can be restricted to the selected Service Center Only by checking this box. You must also that the Employee is Active. Note: An Employee such as should not be restricted to a particular Service Center.

22.5.3.4 Setting up a Default Service Center for a Site

»

»

» Processing tab

Assign your Sites to particular Service Centers so that Job creation for that Site can be restricted by Service Center. i.e., only Employees assigned to that Service Center can create or modify Jobs for that Site. Leave the Site Service Center Code blank if you want to have that Site available across all Service Centers, or to Employees with unrestricted rights.


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22.5.3.5 Asg Subcontractors to Service Centers

»

»

» Profile tab

Assign a Service Center to your Subcontractors to limit access for that Subcontractor to that Service Center. If you leave the Service Center Code blank, that Subcontractor will effectively be assigned to all Service Centers. You must also that the Subcontractor is Active.



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22.5.3.6 Creating a Job including Service Center information Click the Document Entry desktop icon.

Once Service Centers is enabled and configured for Employees and Sites, the drop-down list bar becomes active and Service Manager will automatically populate fields with default settings as defined in the setup procedure.

Step 1: Select Service Center The Service Center drop-down field is located immediately below the main toolbar. It can be used to specify the Service Center, and likewise will display the Service Center of the active document.


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Step 2: Click Go

Click Go to start creating the new Job. The Header window will be displayed with the selected Service Center shown.

You must enter a Site for the Service Center field to be updated as it will display the last used by default for a new Job.



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Header window with Site selected

The system will display updated information in the Service Center fields. Once details have been entered into the Header window, click [Accept] to continue creating the new Job. The Billing Options window will be displayed.


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Step 3: Select Billing Options

Select the Processing Method and Tracking Options required and then click [Accept] to continue. The Phase window will be displayed (if you cleared the Load Job Type Phase check box).

Step 4: Specify Phase Options

Specify the Phase details and then click [Accept] to continue. The Document Entry window will be displayed. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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Step 5: Save the Job Click the Save icon on the toolbar.

This will allocate a Job number to the newly created job. Note the unique Job prefix used to differentiate between the Service Centers. This was set up in the Service Center » Numbering tab 1324 . We now have a standard Job in the system and can start adding Equipment, Billing Groups, Services and Items to the Job as per normal.

22.6 Serialized Inventory Add-On Welcome to the Service Manager Serialized Inventory Add-On.

22.6.1 Overview Introduction The Service Manager Serialized Inventory Add-On is an optional Service Manager product. It adds to Service Manager's existing serialization functionality and enables direct integration of Service Manager with the Sage Acac Options Serialized Inventory Module. Serialize items at the point of receipt in Purchase Orders. At the point of sale in Service Manager, select serial numbers receipted at the point of Purchase Order using the Sage Acac Options Serialized Inventory tables. You can enter a Serial Number at the Point of Sale in Service Manager by typing one in manually or scanning one in, or choose one from the Serialized Inventory Tables. This reduces keyboard error, speeds up processing at the Point of Sale or when Invoicing, and provides additional audit functionality for inventory. An Audit Record is added to the Serialized Inventory Tables when a piece of Equipment from Serialized Inventory is inserted onto a Job in Service Manager. Audit records are also added if the Item is sold or worked on. The Service Manager Serialized Inventory Add-On also provides the ability to work on Serialized Items of inventory that exist in the Sage Acac Options Serialized Inventory tables. That can be very useful for Job Costing and Life Cycle cost issues. The Equipment Build function also works with Service Manager Serialized Inventory Add-On by providing access to the Serialized Inventory Tables when posting and creating Equipment from Items in the Build List. You can Auto Create Equipment records from Items in Serialized Inventory. Equipment can be created from Serialized Inventory in two ways; when the Serial Number is Sold on an Item Line in a Document and subsequently created using the Auto Create Equipment program; or when the Equipment is "auto created" directly from the Auto Create Equipment 974 program, using the S/N Serial Numbers drop-down to create from Serialized Inventory. This option is only available if the Service Manager Serialized Inventory Add-On is installed.


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Serialized Inventory Add-On


22.6.2 Licensing and Product Registration To use the Service Manager Serialized Inventory Add-On, you must purchase the product and then it. Product registration is usually the responsibility of your Sage Acac Solution Provider, but you can product directly if you wish. Simply complete the Registration form at http://www.technisoft.com.au//productregistration.aspx. A fully activated license file will be forwarded to you, normally within 24 hours of ing your product. Once the license file has been received it only needs to be copied to your ACAC Shared Data Directory as it is already activated. The ACAC Shared Data Directory is usually located at: <X>:\Program files\ACAC\ where <X>:\Program Files\ACAC\ is the ACAC Shared Data Directory <X> is the drive letter of the installation Note: Service Manager Serialized Inventory Add-On functionality will only be available if the product has been ed and activated.

22.6.3 Using the Serialized Inventory Add-On This section explains how to use the Service Manager Serialized Inventory Add-On. For additional information ing Service Manager, refer to the Service Manager Guide.

22.6.3.1 Selling Serialized Inventory Items on a Document Serialized Inventory can be put On Order or Sold in Service Manager. Site Equipment can be "auto created" from the sale of those Serialized Items. An Audit Record is added to the Serialized Inventory Master file when a Service Manager Equipment record is created from a Serialized Item sold in a Job or Sale Document. Before commencing it is important to ensure that the Item or Items being selected are set to track Serial Numbers in Inventory Control. It is also important that these Items have been receipted into stock and that during the receipt process Serialized Inventory was used to add serial numbers to each Item. It is also important that the Serialized Inventory Periodic Processing program, Process Receipts has been run. This will update the Serialized Inventory tables with the newly receipted Serial Numbers from the Receipt processed in Purchase Orders or Inventory Control (i.e., whichever is applicable). Insert an Item that tracks Serial Numbers onto a Document in Service Manager. Tick the Track Serial Nos. check box. Enter the Supply Quantity to be shipped on the Billing tab. Next click the Serial Nos. tab. If Sage Acac Options Serialized Inventory is installed, the Serialized Inventory check box will be shown. This will be ticked by default. Click [Select] to display Serial Numbers from the Sage Acac Options Serialized Inventory tables. To pick a Serial Number and add it to the To list, highlight the Serial Number and then click [Include->] or double-click the Serial Number. To remove a Serial Number and return it to the From list, highlight the Serial Number and then click [<-Exclude] or double-click the Serial Number.



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Click [Accept] to add the Serial Number(s) to the Service Manager Item detail line. to insert exactly the same number of Serial Numbers as specified in the Supply Quantity field on the Billing tab, or if using a Cost Only entry, on the Costs tab. Note that as soon as you accept a Serial Number from the Serialized Inventory tables, it is marked as Unavailable and is placed into the temporary clearing table in Serialized Inventory. As soon as the Document is saved, the Serial Number is put On Order in Serialized Inventory and the temporary clearing record in Serialized Inventory is removed. If the Serial Number is later deleted prior to posting, the Serial Number is put back into Serialized Inventory and marked as Available when the Document is saved. These last three processes are performed real time. Post an Invoice by clicking the Post toolbar icon in Document Entry. When the Item line is posted on the Document, the Serial Number in Serialized Inventory is marked as Sold. If the Auto Create Equipment from Serial Numbers check box is ticked in Document Entry (Tools » Options » General tab), the Auto Create Equipment 974 program will load at the conclusion of the posting process. A Site Equipment record can then be Posted and created in Service Manager using that Serial Number.

22.6.3.2 Selling Serialized Inventory Items during a "Build" of Equipment Before you can use the Equipment Build function, you must first turn on company-wide Component Tracking. To do this, tick the Component Tracking check box in Company Options, Processing tab

752 .

Start a Job and add a Phase. Click the Equipment fast icon and then select Build from the Equipment Type drop-down list. If you use the Build function, Component Items will automatically be added to an Equipment Build record if Inventory Model Relationships exist in the Item Relationship program for the Component Models. Items added to the Build can then be serialized as per Selling Serialized Inventory Items on a Document and then Invoiced and Equipment created accordingly.

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Related Topics Building Equipment and Billing Component Items

95

22.6.3.3 Creating a Job for a Serialized Inventory Item Serialized Inventory does not have to be Sold or On Order to be used in Service Manager. In fact, Serialized Inventory Serial Numbers can be worked on in a Job in Service Manager regardless of what their status is. To create a Job for a Serialized Inventory Item, first start a new Job in Document Entry. Insert a Phase and then click the Equipment fast icon to insert an Equipment record. Next, in the Equipment Type field, select the drop-down and choose Serialized. You will then be presented with two fields - Item and Serial Number. You can either enter an Item and then use the Finder on the Serial Number field to find the appropriate Serialized Item to be worked on, or alternatively, type in the Serial Number or scan it in to find it quickly. Click the Reported Problem tab to enter a reported problem and/or symptom for this Item. Services or Items can be added to the Equipment Node as per normal. When the Document is saved, a History Record is inserted into the Serialized Inventory Tables, indicating that this Serial Number was put onto a Job in Service Manager. The Job Number is stored with the History Record. It is important to also note that if Equipment is inserted onto a Job, and that Equipment was originally generated from a Serialized Inventory record, an audit record indicating the Job Number, will also be inserted into the Serialized Inventory Tables against the Serial Number when the Document is saved.


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Serialized Inventory Add-On

22.6.3.4 Auto Create Equipment from Serialized Inventory

»

This option will not be visible if the Service Manager Serialized Inventory Add-On is not installed and activated. Select the relevant Job and then click Go

.

This will load all Serialized Inventory items into the list view which can then be posted to create Equipment in Service Manager. Note: If a Serial Number for a Serialized Inventory record already exists in the Service Manager Equipment database, then that Serial Number will be ignored. You can run this program at any time if you wish to update Equipment Records from the Serialized Inventory Tables. The information that is displayed in the list box is filtered by Show Status Sold Only, selected by default. This ensures that only Serialized Items that have been sold will load and be compared to serialized records in the Service Manager Equipment database. If the Show Status Sold Only check box is cleared, records of all statuses in Serialized Inventory will be checked against serialized records in the Service Manager Equipment database and if they do not exist in Service Manager, they will be presented in the list view. Warning: This has the potential to create Equipment records in Service Manager prior to them being sold. To generate Equipment records check a Serialized Item or Select All, and then click the Post toolbar icon. If a Site does not exist for the Equipment record, you will be prompted to create one "on the fly". Make sure you have Site Maintenance Security rights or this process will not allow you to create Sites and the Serial Number Posting will fail. After this function completes, Equipment records will be created in Service Manager for these Serial Numbers posted and Jobs can be started by scanning those serial numbers using the Search program in Document Entry. Service Manager Guide Copyright © 2008 Technisoft Pty Ltd


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History can then be stored in full in Service Manager for that Equipment. This feature can be particularly useful if items have previously been sold using Order Entry and you want to now create Equipment records from those sales in Service Manager.

22.6.3.5 Auto Serial Numbering

In Model setup, there is a drop-down list called Automatic Serial Numbers.

Options are: · Manually Specified - use standard serial number entry or integration to Sage Acac Options Serialized Inventory · Set to Equipment Number - the serial number is set to the Equipment Code (which is unique) · Auto Number - an additional field, Next Serial Number, is displayed. Numbering will start from this number and subsequently increment. This feature can be useful when equipment is not serialized, but needs to be tracked, or where equipment is being built and the resultant master record requires a serial number. It is also handy where the serial number is not known, but the equipment record needs to be created anyway. In the latter case the serial number can later be updated as required.


Index

Index -..dqr files Importing into Query Groups 475 .tmq files Importing into Query Groups 607

-AAbout Technisoft 4 Accessories Model 691 Status 132, 157 ing 25 Types and Purpose 26 Examples of Journals Generated by the Service Manager Day End Process 32 General Ledger Hierarchy 25 How the General Ledger transactions are generated 28 Integration Workflow to s Receivable and General Ledger 30 Inventory Quantities and Costing 25 Miscellaneous issues 31 Multicurrency 39 Taxation 30 Acac Plus for DOS Conversion 973 Activities Copying from another Task 832, 1051 Add-On Products 23, 1011 Advanced Maintenance Add-On 1012 Employee Web Portal Add-On 1140 Purchase Orders Add-On 1284 Serialized Inventory Add-On 1335 Service Center Add-On 1319 Service Manager for PDA 1199 Adjusting Pricing 494 Advanced Maintenance Add-On 1012 Aged Document Report 876 Agreement Plans Agreement Plan Listing 954 Setting up 818 Agreement pop-up window 122, 143 Agreements Agreement Billing 786 Agreement Contracts 947 Agreement Cover 786 Agreement Listing 886 Agreement Plans 818 Agreement Summary Report 888 Agreement Tracking 786 Creating Agreements 358 Displaying Agreement Details in pop-up window 361

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Displaying an Agreement in Document Entry 358 Meter Agreements 396 Searching for Agreements 358 Selecting and Viewing Agreements 141, 203, 222 Site Agreements 360 Usage based Agreements 361, 786 Viewing Agreements for a Site 848 Warranty Agreements 417 Allow Agreement Cover 786 Allow Drag and Drop of Tree Nodes 123 Allowing Negative Inventory 222 Amortization Processing 361, 640 Amortization Schedule Report 969 Anchoring a Time Entry in Job Manager 507 Applying Discounts and Markups 786 Asg Employees to Jobs or Phases 90, 252, 507 Employees to Service Centers 1328 Subcontractors to Service Centers 1330 Associating Customer Items with Inventory Items 235 Inventory Items with Models 235 Manufacturer Items with Inventory Items 235 Attaching Billing Templates To Models 126 To Solutions 743 To Tasks 839, 1058 Audit Day End 640 Audit Report 1220 Auto Creating Equipment 974 Models from I/C Items 702 Sites 973 Auto Creating Equipment From Serialized Inventory 1338 Auto Creating Requisitions 1301 Auto Serial Numbering 1339 Automatically Insert a Time Entry on Employee Assignment to a Job 772

-BBar codes Selecting an Item by scanning its UPC (bar code) 105 Basic Maintenance Enabling 754 Processing 632 Results Report 916 Setting up 730 Batch input Billing lines 105 Billing Groups


1342

Index

Billing Groups Billing Templates 239 Inserting 102 Inserting a Billing Group from a Template into a Document 239 Loading from Templates 110 Maintenance Task 191 Manual Task 191 Normal 191 Billing Lines Batch input 105 Inserting by Script 105 Billing Protection 246, 752, 807 Billing Templates Attaching to Models 126 Attaching to Solutions 743 Attaching to Tasks 839, 1058 Billing Variance Report 904 Billing Warranty Claims 440 Budgets 166, 278 Building Equipment and Billing Component Items 95 Building the Loading Tables 1093 Burden s 766 Method 766

-CCalculation Method Commissions 755 Calculator Displaying the Calculator on Number and Currency fields 51, 55 Calendar Displaying the Calendar on Date fields 55 Calendar Grid Loadings 1070 Calling s Using the Phone Icon 1248 Cancelling Maintenance Periods 1092 Category s Category Listing 958 Setting up 846 Charging the Manufacturer / Vendor for a Warranty Claim 434 Check Lists 802 Check Procedure (Task Activity) 832, 1051 Checking Customer Credit 132 Class Types Class Type Listing 951 Period Groups 1022 Setting up 777 Task Disciplines 1025 Clearing History 689 Day End G/L Posting Journals 960 Client Configuration Service Manager for PDA 1216

Closing Screens 1227 Commencement Date - Maintenance 1081 Comments 279 Commissions Calculation Method 755 Employee Commission Report 901 Tracking 254 Common Service Manager functions 55 Company Options Company Options Listing 948 Company-wide Processing Options 748 Completed Phases Disallowing Modification 127 Completing Advanced Maintenance Entities 1122 Completing Tasks 842, 1119 Components 187, 705 Building Equipment and Billing Component Items 95 Model 691 Conditions 1064 Confidential Information Notice 1 Configuration Options 1154 Configuring PDA Service 1206 Windows Client 1211 Conflicts Managing Resource Conflicts 507 Connecting CRM to Employee Web Portal Add-On 1194 Connecting to another Database 1168 Consolidated Invoices 942 Details screen 1248 ing Technisoft 4 s Event Descriptions 762 Site Listing 956 Context menu 1221 Converting CRM Cases to Service Manager Jobs 1197 Converting CRM Opportunities to Service Manager Quotes 1195 Copying Documents 459 Copyright Notice 1 Correcting an Invalid G/L on a Service 203 Cost Only Entries Employee Web Portal Add-On 1181 Cost Only Jobs Posting 300 CRAs 561 Create Document NullReference Error 1169 Create Jobs screen 1261 Creating a new Document 81 Employee Web Portal Add-On 1178 Creating a new Site


Index

Creating a new Site Employee Web Portal Add-On 1187 Creating a Service Requisition/Purchase Order Purchase Orders Add-On 1285 Creating an Item Requisition/Purchase Order Purchase Orders Add-On 1285 Creating Email Messages, Tasks and Calendar Appointments in Microsoft Outlook from Service Manager Time Entries 658 Creating G/L Batches 651, 763 Creating Models from I/C Items 702 Creating new Equipment Employee Web Portal Add-On 1189 Credit Checking 132 Credit Notes 943 Employee Web Portal Add-On 1181 Posting 292, 470 Printing - Employee Web Portal Add-On 1183 Critical Warning - Notation 70, 280 CRM Cases Converting to Service Manager Jobs 1197 CRM Opportunities Converting to Service Manager Quotes 1195 CRM s 1169 CRM Workflow Integration 1197 Currency Rates Setting up Currency Rates in a Document 91 Custom Fields Custom Fields Listing 948 Document 807, 871 Employee 779 Equipment 61, 98, 179, 561, 579, 623, 632, 705 Importing and Exporting 976 Integrity Checking 977 Managing 112, 502 Model 691 Project 447 RA Equipment 748 Searching 61, 605 Setting up 774 Site 61, 848 Solution 743 Subcontractor 816 Using on Notations 279 Custom Fields screen 1263 Custom Job Filter Employee Web Portal Add-On 1171 Custom Programs 977 Customer Bill To Name and Address 1247 Customer Confirmation Form 923 Customer Credit Check Form 132 Customer Credit Limit 132 Customer Item Numbers 235 Customer Pending Balances 132

1343

Customer Return Authorizations 561 Customer Site Address 1246 Customer Taxes 88 Customizing a 's Desktop 979 Customizing Graphics Locations 979

-DData Activation 983 Data Dictionary 1003 Data Synchronization 1276 Data Views 1003 Database Searching for items in the Service Manager database 61 Database connection type 1225 Databases 984 Date and Number Formatting 1155 Date Picker Employee Web Portal Add-On 1193 Dates Selecting in Service Manager for PDA 1228 Day End Processing 640 Advanced Maintenance Add-On 1140 Examples of Journals Generated by Service Manager 32 G/L Segment Overrides 650 Days in Service Equipment 174 Default Service Center for a Site 1329 Default values Item and Service lines 1275 Deferring G/L Batch creation 763 Deleting a line/node in the Document Tree 90 Deleting Maintenance Calendars 1092 Deleting Maintenance Periods 1092 Deleting Saved Document Queries 475 Deleting Saved Task Queries 607 Deleting the PDA Database 1282 Details pane - Document Entry window 73 Determining Maintenance Commencement Date 1081 Disallowing Modification of Completed Phases 127 Disciplines 1025 Disclaimer Notice 1 Discount Applying 156, 786 Discount 763 Services 791 Displaying Site Comments when entering a Site Number 141 Document Entry 70 Details pane 73 Employee Web Portal Add-On 1180 Fast Icons 91 Menu bar 71


1344

Index

Document Entry 70 Notation Warnings 70, 280 Options 118 Toolbar 71, 81 Tools Menu » Options 118 Window 71 Document Header 141 Document Identification and Navigation 72 Document Priority 118 Document Programs 12, 61 Document Queries 507 Creating 475 Document Query Report 475 Emailing 475 Printing 475 Running 475 Saving 475 Document Quick View 475, 607 Document Reports 871 Document Status 118 Document Totals 278 Document Tree 73, 139 Collapsing 79 Expanding 79 Line Properties 89 Moving nodes 80 Purchase Requisition node 1285 Searching 61 Documentation Accessing Service Manager documentation from the Sage Acac ERP desktop 55 Conventions 5 Documents Copying 459 Document Listing 871 Entering 70 Managing 70 Recently Opened 79 Drag and Drop of Document Tree Nodes 123 Dragging a Phase in Job Manager 507 Drill To button 55

-EEmailing Document Queries 475 Employee Calendar 507, 546 Employee Commissions 807 Employee Commission Report 901 Employee Dashboard Employee Web Portal Add-On 1171 Employee Reports 899 Employee Web Portal Add-On 1140 Employees Asg to Jobs or Phases 90, 252, 475, 507 Asg to Service Centers 1328

Commissions 254 Employee Activity Report 902 Employee Listing 950 Employee Summary Report 903 Managing 507 Setting up 779 Entering Documents 70 Jobs 138, 502 Notations 540 Entering Negative Service Values 221, 786 Equipment 173 Add Multiple Equipment to a Job 94 Add Single Equipment to a Job 94 Asg Equipment to Locations 716, 1019 Building Equipment and Billing Component Items 95 Components 705 Creating 174 Custom Fields 179 Days in Service 174 Equipment Billing Report 912 Equipment Listing 908 Equipment Summary Report 910 Exchange Process 588 History 178 Inserting Equipment lines 1257 Inserting Miscellaneous Equipment lines 1257 Life Expectancy 723 Listing all Equipment at a Client Site 98 Maintenance 180, 1012 Managing Equipment on a Job 94 Meter Readings 705 Miscellaneous 97 Properties 1239 ing a Fault 188, 736 Reporting a problem with Equipment 1241, 1258 Setting up 705 Setting up Basic Maintenance 730 Transferring 180 Updating Equipment Location 1242 Viewing Site Equipment 848 Equipment Faults Inserting 102 Equipment Folio (Equipment Summary) Employee Web Portal Add-On 1188 Equipment History 113 Equipment Labels 931 Printing 322 Equipment Maintenance Basic Maintenance Processing 632 Equipment Pictures 112 Equipment Reports 907 Estimates


Index

Estimates Using 1274 Event Manager 653 Events Events 762 Exception Query 507 Exiting Service Manager for PDA 1227 Exporting Basic Maintenance to Excel 639 Exporting Loadings to Excel 1070

-FFast Icons 91 Fault Analyzer 117, 590 Fault Finder 1264 Fault Reports 918 Faults 590, 741, 743 Fault Listing 918 Fault Registration Report 920 Inserting 102 ing a Fault 188 Setting up 736 Faults screen 1263 Favorites 1275 Field Expander 1231 Field Invoice Number 66, 145 Filters and Search Screens 1154 Financial Distribution Statistics Tracking 1321 Financial Statistics 667 Finder button Using the Record Finder 55 Finders 1229, 1264 Employee Web Portal Add-On 1193 Finding items in the Document Tree 82 Finding related lines in the Document tree by clicking a line in the Summary tab 76 Fixing I/C Quantities 976 Follow On Billing 125 Forms 923 Agreement Contracts 947 Consolidated Invoices 942 Credit Notes 943 Customer Confirmation 923 Equipment Labels 931 Invoices 940 Picking Slips 946 Quotations 944 Return Authorization 933 Shipping Labels 945 Work Order - Job Card 925 Work Order - Phase Card 929

-G-

1345

G/L Segment Overrides 650, 763, 784, 791, 805, 813, 1326 Specified G/L s 791 G/L Consolidation 763 G/L Posting Journals 960 G/L Segment Overrides 650, 763, 784, 791, 805, 813, 1326 G/L Transactions 963 Gantt Chart Resource 507 General Warning - Notation 70, 280 Generating Reports/Forms Employee Web Portal Add-On 1182 Glossary 1009 Go button 55 Graphics Viewing Site and Equipment Graphics 112 Graphs 1098 Employee Web Portal Add-On 1191 Grids Employee Web Portal Add-On 1192 Grouping Worksheets by Service Center 1096

-HHard Reset Service Manager for PDA 1219 Header Properties 1244 Help Changing the Help window size 54 Copying a Help topic 53 Finding a Help topic 53 Moving through Help topics 54 Printing a Help topic 54 Using Help 53 Hiding Hiding lines from invoices 157, 170, 217, 228 Historic Jobs Reactivating 353 Viewing 353 Historic Tasks 1070 History 667, 680 Clearing 689 Equipment 113, 178 Sales 683 Site 113 History Search Employee Web Portal Add-On 1190 Holding Holding lines to prevent them from posting 77, 157, 168, 216, 227 Holding Maintenance Periods 1092 HTTP Error 404 1168

G/L s


1346

Index

-IIIS 1143 Importing and Exporting Custom Fields 976 Notations 976 Time Actuals Export 976 In Range Condition 1067 In-house Warranty 61, 141, 807 Insert Line screen 1253 Inserting Equipment lines 1257 Item lines 1256 Labor Service lines 1256 Miscellaneous Equipment lines 1257 Standard Service lines 1255 Tasks 1265 Inserting a Billing Group into the Document tree 191 Inserting a Line into the Document Tree 89 Inserting Billing Lines by Script 105 Installation and Files ing 1202 Installation Files 1142 Installation Requirements Service Manager for PDA 1201 Installation Tasks 1157 Installing Microsoft SQL Server 2005 Compact Edition 1213 PDA Client 1214 PDA Server 1206 PDA Service 1206 Sage Acac .NET 1203 Sage Acac ERP Components 1202 Service Manager 1204 Service Manager for PDA 1200 Windows Client 1211 Installing PDA Server on a Separate Computer 1203 Installing Service Manager 979 On a Server 982 On a Workstation 982 Installing to Multiple PDAs 1215 Integration Workflow to s Receivable and General Ledger 30 Inventory Items 222 Inventory Location Customer 774 Invoices 940 Consolidated Invoices 942 Employee Web Portal Add-On 1181 Posting 288, 470 Previewing 82 Printing - Employee Web Portal Add-On 1183 Item lines Default values 1275

Inserting 1256 Inserting by Inventory Item Number 104 Item Numbers 235 Item Pricing By Weight 229 Item Reconciliation Report 880 Item Relationships Setting up 735 Item Sync 1279 Item/Model Relationship Report 917 Items 222 Selecting an Item by scanning its UPC (bar code) 105

-JJob Card 925 Printing 322 Job Details screen 1243 Job Filter Employee Web Portal Add-On 1171 Job Header 141 Job Header Properties 1244 Job List View 507 Job Manager 507 Job Phases Creating Default Phases 164 Job Phase Listing 952 Setting up 802 Job Priority 1258 Job Statistics 507, 679 Job Status 1258 Job Tree screen 1259 Job Types 50 Job Type Listing 952 Setting up 807 Jobs 138 Creating a Job for a Serialized Inventory Item 1337 Creating a Job from a Template 343 Creating a Job using Service Center information 1331 Entering a Job where the Equipment is covered by a Warranty Agreement 428 Historic 353 Job Analysis Report 895 Job Listing 896 Job Summary Report 894 Jobs with Recurring Postings 49 Maintenance 1115 Quick Guide to Creating 139 Recurring 356 Ways of Creating a Job 140

-LLabels


Index

Labels Equipment Labels 931 Shipping Labels 945 Labor Service lines Inserting 1256 Legal Notices 1 License Notice 2 Licensing 983, 1013, 1141, 1200, 1285, 1320, 1336 Life Expectancy Equipment 723 Linking CRM s to Employee Web Portal Add-On s 1194 Linking Inventory to Models 735 Listing Equipment at a Client Site 98 Loading Billing Details Report 1131 Loading Schedule Details Report 1129 Loading Summary Report 1125 Loading Tables Building 1093 Refreshing 1099 Loadings 1070 Location Updating Equipment Location 1242 Locations Asg s to Locations 867, 1017 Asg Equipment to Locations 716, 1019 Setting up Site Locations 861, 1015 Logging in Employee Web Portal Add-On 1170 Logging in to Service Manager for PDA 1224 Logging out Employee Web Portal Add-On 1193 Logging out from Service Manager for PDA 1226 mode 1225 screen 1224

-MMaintaining Tasks 1268 Maintenance Advanced Maintenance Add-On 1012 Basic Maintenance 180 Basic Maintenance Results Report 916 Maintenance Calendar Graphs 1098 Maintenance Calendar Listing 1123 Maintenance Calendar Options 1093 Maintenance Calendar Toolbar 1092 Maintenance Calendars 1091 Creating 1028 Deleting 1092 Posting Due Maintenance Tasks to Worksheets 1096 Tracking the Processing Status of Maintenance Periods 1097 Viewing Maintenance Period Statistics and Totals 1098

1347

Maintenance Class Types 1022 Maintenance Entities Conditions 1064 Creating 1062 Determining Maintenance Commencement Date 1081 Period Groups 1069 Publishing Model Maintenance to Equipment 1079 Tasks 1068 Maintenance Period Groups Setting up 777 Maintenance Periods Cancelling 1092 Deleting 1028, 1092 Holding 1092 Inserting Multiple Periods 1028 Inserting Single Periods 1028 Modifying 1028 Statistics and Totals 1098 Status 1097 Uncancelling 1092 Unholding 1092 Maintenance Setup 1061 Maintenance Tasks Tracking the Processing Status of Maintenance Tasks 1110 Viewing Maintenance Task Statistics and Totals 1113 Management Programs 16, 507 Managing Employees 507 Events 653 Resource Conflicts 507 Managing Worksheets 1101 Manually Inserting a Task into the Document tree 191 Manufacturer Item Numbers 235 Manufacturer/Vendor Return Authorizations 579 Markup on Cost 794 Markups Applying 786 Maximizing Service Manager for PDA 1223 Meter Agreement Adding Equipment Meters 93 Meter Agreements 396 Creating 397 Meter Billing 409 Meter Processing 623 Meter Readings Entering 1095, 1096 Meter Types Meter Type Listing 914 Setting up 718 Meters 705


1348

Index

Meters 705 Adding Equipment Meters to a Meter Agreement 93 Meter Readings 720 Meter Worksheet 915 Model Meters 691 Processing 623 Setting up 720 Take On Meter Values 720 Microsoft .NET 1145 Microsoft .NET Compact Framework 2.0 Service Pack 2 1212 Microsoft .NET Framework Version 2.0 Runtime 1206 Microsoft Outlook Creating Email Messages, Tasks and Calendar Appointments from Service Manager Time Entries 658 Integration 658 Microsoft SQL Server 2005 Compact Edition Installing 1213 Minimizing Service Manager for PDA 1227 Miscellaneous Equipment 97 Miscellaneous Equipment lines Inserting 1257 Model/Equipment Tasks 825, 1044 Models Accessories 691 Attaching Billing Templates to Models 126 Components 691 Creating Models from I/C Items 702 Distribution by Age 691 Meters 691 Model Listing 907 Setting up 691 Monitoring Notation follow-ups 600 Time Entry alarms 600 Moving Document tree nodes 80 MRAs 579 Multi Company Access 1210 Multicompany 1282 Multicurrency ing 39 Multiposting Invoices and Credit Notes 470 Multi-Selecting Equipment 98 Multi- Data Protection 984 My Dashboard Employee Web Portal Add-On 1171 My Equipment screen 1235 My Jobs list 1234 Selecting display columns 1274 My Jobs screen 1232 My Service Manager Employee Web Portal Add-On: CRM 1195

-NNational Credit Limit 132 Negative Inventory 222 Negative Service Values 221, 786 New button 55 Next Record 55 Next Run Date Setting for Maintenance 1081 Notation Manager 540 Notation Warnings 70, 280 Notations 70, 279, 280, 1249 Entering 540 Importing and Exporting 976 Inserting 111 Notation Listing 889 Notation Manager 540 Now Line in Job Manager 507 NullReference Error 1169 Numeric Measurement (Task Activity) 832, 1051

-OOnline Programs 19, 653 Options Setting default processing Options 748 Options screen 1273 Outside Range Condition 1067 Outstanding Entries Report 878 Overhead s 766 Allocation method 766 Overhead / Burden Listing 890

-PPayment Summary Report 893 PDA Client Installing 1214 PDA Installation 1211 PDA Operational Conventions 1221 PDA Security 1220 PDA Server Installing 1206 PDA Server Software Version Number 1219 PDA Service Configuring 1206 Installing 1206 PDA Transaction Log 690 Pending Balances 132 Period Groups 1022, 1069 Asg to Maintenance Periods 1028 Setting up 777 Using 1093 Periodic Processing Programs 18, 623 Phases 50, 802


Index

Phases 50, 802 Disallowing Modification of Completed Phases 127 Inserting on a Job 92 Phone Icon 1248 Picking Slips 946 Printing 322 Post Installation Tasks 1150 Posting Cost Only Jobs 300 Credit Notes 292, 470 Documents 82 Due Maintenance Tasks to Worksheets 1096 G/L Batches 763 Invoices 288, 470 Purchase Orders 1285 Receipts 303 Worksheets to Jobs 1108 Posting Inquiry 491 Posting Invoices, Credit Notes, Cost Only entries and Receipts Employee Web Portal Add-On 1181 Posting Journals 640 Posting Schedules 465 Posting Schedule List 884 Recurring 307 Postings 288 Posting List 875 Viewing 161 Predictive Tasks 1070 Preparation Preparation on Windows 2003 Server 1148 Preparation on Windows Vista 1149 Web 1148 Web Rights 1148 Prepayments 303 Prerequisites 64-bit System 1143 Integration Access Pack 1145 Microsoft .NET 1145 Operating System 1143 Sage Acac ERP 1145 Sage Acac ERP Modules 1145 SageCRM 1146 Service Manager 1146 Web Server 1143 Windows Scripting Host 5.5 1145 Preventing Conflicts 507 Preventing lines from posting 77, 157, 168, 216, 227 Previewing an Invoice 82 Previous Record 55 Previous Run Date Setting for Maintenance 1081 Price Lists

1349

Services 786 Pricing Adjustment Audit Report 970 Pricing Items by Weight 229 Primary Site 752 Printing Credit Notes - Employee Web Portal Add-On 1183 Documents 83 Equipment Labels 322 Invoices - Employee Web Portal Add-On 1183 Job Cards 322 Picking Slips 322 Quotations - Employee Web Portal Add-On 1184 Work Order - Job Cards - Employee Web Portal Add-On 1185 Priority Query 507 Privacy Notice 2 Problem Reporting a problem with Equipment 1241, 1258 Product Registration 983, 1013, 1141, 1200, 1285, 1320, 1336 Programs Document 12, 61 Management 16, 507 Online 19, 653 Periodic Processing 18, 623 Setup 7, 691 Statistics and History 19, 667 Utility 22, 973 Projects 447 Project Listing 891 Promoting a Quotation to a Job or Sales Order 460 Promoting a Quote to a Job or Sale Employee Web Portal Add-On: CRM 1196 Publishing meter reading usage values to other Meters 724 Publishing Model Maintenance to Equipment 1079 Purchase Orders Add-On 1284 Recent Enhancements 1304 Purchase Orders and Requisitions Creating 112

-QQuery Groups Document Query 475 Task Manager 607 Querying the database 475 Question (Task Activity) 832, 1051 Quick Job Entry 502 Quotations 944 Creating 333 Printing 333 Printing - Employee Web Portal Add-On 1184


1350

Index

Quoting Prospects that are not Customers Employee Web Portal Add-On: CRM 1195

-RRebuild Online Program Language Resource Tables 1146, 1204 Receipting Jobs 1234 Receipts Employee Web Portal Add-On 1181 Posting 303 Recent Menu Employee Web Portal Add-On 1192 Record Navigation 55 Recording Time 265 Recurring Billing 465, 815 Recurring Job Schedules 319 Recurring Jobs 49, 356, 815 Recurring Posting Schedules 307 Refresh Pricing to Price List 203 Refreshing a Document 89 Refreshing Maintenance Loading Tables Advanced Maintenance Add-On 1099 Refreshing Statistics, Totals and Status Values 1099 Advanced Maintenance Add-On 1118 ing Product 983, 1013, 1141, 1200, 1285, 1320, 1336 Reinstalling Sage Acac .NET Libraries 1203 Renaming Saved Document Queries 475 Saved Document Query Groups 475 Saved Task Queries 607 Saved Task Query Groups 607 Rentals 445 Renumbering Serialized Inventory 977 Reordering Document Tree nodes 80 Reports 20, 871, 1156 Aged Documents Report 876 Agreement Listing 886 Agreement Plan Listing 954 Agreement Summary Report 888 Amortization Schedule Report 969 Basic Maintenance Results Report 916 Billing Variance Report 904 Category Listing 958 Class Type Listing 951 Company Options Listing 948 Custom Fields Listing 948 Document Listing 871 Document Query Report 475 Document Reports 871 Employee Activity Report 902 Employee Calendar 546 Employee Commission Report 901 Employee Listing 950 Employee Reports 899

Employee Summary Report 903 Employee Web Portal Add-On 1191 Equipment Billing Report 912 Equipment Listing 908 Equipment Reports 907 Equipment Summary Report 910 Fault Listing 918 Fault Registration Report 920 Fault Reports 918 Forms 923 G/L Posting Journal Report 960 G/L Tansactions Report 963 Item Reconciliation Report 880 Item/Model Relationship Report 917 Job Analysis Report 895 Job Listing 896 Job Phase Listing 952 Job Summary Report 894 Job Type Listing 952 Loading Billing Details Report 1131 Loading Schedule Details Report 1129 Loading Summary Report 1125 Maintenance Calendar Listing 1123 Meter Type Listing 914 Meter Worksheet 915 Model Listing 907 Notation Listing 889 Outstanding Entries Report 878 Overhead / Burden Listing 890 Payment Summary Report 893 Posting List 875 Posting Schedule List 884 Pricing Adjustment Audit Report 970 Project Listing 891 Requisition List 1304 Response Tracking Variance Report 905 Sales Activity Report 967 Sales History Report 965 Schedule Listing 955 Service Center Listing 958 Service Listing 950 Service Manager History Report 113 Setup Reports 948 Ship Via Listing 957 Site Listing 956 Site Listing 955 Solution Listing 919 Subcontractor Listing 953 Symptom Listing 919 Task Listing 959 Time Entry Summary Report 546, 899 Time Entry Totals Report 900 Time Manager Report 546 Transaction 960


Index

Reports 20, 871, 1156 Warranty Claim Report 968 Work Group Listing 949 Work In Progress Report 883 Worksheet Listing 1134 Worksheet Setup Listing 1137 Worksheet Summary Report 1135 Required Sage Acac ERP Modules 1202 Requisition List Report 1304 Requisition Manager 1294 Resetting the PDA 1219, 1282 Resource Conflicts 507 Resource Locking 984 Resource Pane Query 507 Response Time Tracking 165 Response Tracking Variance Report 905 Return Authorizations 115, 560 Equipment Exchange 588 Printing 590 Return Authorization Form 933 Reversing a Previously Supplied Quantity 1285

-SSafety information 1273 Sage Acac .NET Libraries 1202 Reinstalling 1203 Sage Acac ERP Installation 1202 Integration 979 Required Modules 1202 Security Groups 984, 1138 Authorizations 984, 1138 Sage Acac Solution Providers 4 SageCRM for Sage Acac ERP Integration 1194 Sales Employee Activity Report 902 Entering 325 Invoicing 325 Sales Activity Report 967 Sales History Inquiry 683 Sales History Report 965 Saved Queries Document Query 475 Task Manager 607 Saving Document Queries 475 Saving Documents 82 Saving Task Queries 607 Schedules 465 Schedule Listing 955 Setting up 815 Searching Custom Fields 605

1351

For Documents 141 Searching for Documents, Equipment and Sites Employee Web Portal Add-On 1176 Searching for Equipment 1235 Searching for Jobs 1232 Searching the Service Manager database and Document Tree 61, 82 Security 984, 1138 Segment Overrides G/L 650, 763, 784, 791, 805, 813, 1326 Selecting Dates 1228 Selling Serialized Inventory Items During a "Build" of Equipment 1337 On a Document 1336 Serialized Inventory 227 Auto Creating Equipment 974 Serialized Inventory Add-On 1335 Serialized Inventory Renumber 977 Server Environment 1143 Service Center Add-On 1319 Service Centers Enabling Service Center Functionality 1321 Service Center Listing 958 Setting up 847 Service lines Default values 1275 Inserting 103 Inserting Labor Service lines 1256 Inserting Standard Service lines 1255 Service Manager Benefits 3 Common functions 55 Data Dictionary 1003 Documentation 5 Employees 1147 License 1146 Overview 3 Rebuild Online Program Language Resource Tables 1146, 1204 Security 984 Starting 59 Service Manager for PDA 1199 What's New? 1220 Service Manager for PDA application icon 1223 Service Manager for PDA Main Menu 1225 Service Manager for PDA Security Encryption 1220 1220 Timeout 1220 Service Manager Security Advanced Maintenance Add-On 1138 Service Rates 786 Services 203 Correcting an Invalid G/L 203 Discount 791


1352

Index

Services 203 Entering Negative Service Values 221, 786 Negative Service Values 221, 786 Service Listing 950 Setting up 786 Set Supply Quantity 172 Setting up Agreement Plans 818 Basic Equipment Maintenance 730 Category s 846 Class Types 777 Custom Fields 774 Employees 779 Equipment 705 Faults 736 Item Relationships 735 Job Phases 802 Job Types 807 Maintenance Task Types 1022 Meter Types 718 Meters 720 Models 691 Options 748 Schedules 815 Service Centers 847, 1323 Service Manager 995 Services 786 Ship Via Details 822 Site s 863 Site Information 848 Site Locations 861, 1015 Solutions 743 Subcontractors 816 Symptoms 741 Task Statuses 841, 1060 Tasks 825, 1044 The Default (primary) Service Center for a Site 1329 Work Groups 785 Setup Check List 996 Setup Programs 7, 691 Setup Reports 948 Ship Via Setting up 822 Ship Via Listing 957 Shipping Labels 945 Signatures 1253 Site Address 1246 Site Agreements 360 Creating 361 Site Comments 141 Site s 115, 752 Pictures 112 Site Details screen 1247

Site Equipment 173 Viewing 848 Site Folio (Site Summary) Employee Web Portal Add-On 1187 Site History 113 Site Tasks 825, 1044 Sites Asg s to Locations 867, 1017 Quick Creating 180 Setting up Site s 863 Setting up Site Locations 861, 1015 Setting up Site Profiles 848 Site Listing 955 Viewing Agreements for a Site 848 Viewing Site Equipment 848 Skills information 1273 Smart Sync 1279 Soft Reset Service Manager for PDA 1219 Software Checking for Software Updates 999 Design Limits 999 Program Design 1000 Solutions 590 Attaching Billing Templates to Solutions 743 Setting up 743 Solution Listing 919 Special Custom Programs 977 SQL Server 2005 CE Installing 1213 Standard Service lines Inserting 1255 Standardizing Queries across all s 489, 620 Start/Stop Billing 218, 229 Starting Employee Web Portal Add-On 1170 Service Manager 59 Starting Service Manager for PDA 1223 Statistics 667 Financial 667 Job 679 Refreshing 1099, 1118 Statistics and History Programs 19 Status Complete 1122 Maintenance Period 1097 Maintenance Task 1110 Refreshing 1099, 1118 Worksheet 1110 Status Query 507 Stock Levels 222 Stored Actions 1281 Subcontractors Asg to Service Centers 1330


Index

Subcontractors Setting up 816 Subcontractor Listing 953 Supplying Receipted Items 1285 Symptoms 590 Setting up 741 Symptom Listing 919 Synchronization Modes 1277 Synchronization Steps 1277 Synchronizing Time Entries to Microsoft Outlook 658 System Overview 1219 System Requirements 979 System Sync 1278

-TTake On Meter Values 720 Tap and hold 1221 Task Billing Groups 191, 825, 1044 Task Disciplines 1025 Task Manager 607 Task Queries 607 Task Statuses 841, 1060 Tasks 1068 Attaching Billing Templates to Tasks 839, 1058 Billing 839, 1058 Completing 842, 1119 Exporting to Excel 1070 Historic 1070 Inserting 110, 1265 Maintaining 1268 Predictive 1070 Setting up 825, 1044 Task Listing 959 Task Loadings 1070 Tasks and Activities 1265 Taxation Setting up Tax Rates in a Document 88 Tax Calculation Methods for Agreements 30 Technical Information 999 Templates Billing Templates 239 Creating a Document from a Template 343 Creating a Template 343 Terminology 1283 Text Input (Task Activity) 832, 1051 Tick and flick 1221 Time Actuals Exporting 976 Time Entries 539 Automatically Insert a Time Entry on Employee Assignment to a Job 772 Conflicts 507, 752 Creating Email Messages, Tasks and Calendar Appointments in Microsoft Outlook from Service Manager Time Entries 658

1353

Employee Web Portal Add-On 1173 Entering 265, 546 Inserting 112 Processing 546 Recording 265 Searching 66 Showing Time Entries on an Employee "Calendar" 546 Time Entry Summary Report 546, 899 Time Entry Totals Report 900 Time Manager Report 546 Unretrieving 265 Time Entry Summary Report 546 Time Manager 546 Time Manager Report 546 Time Recorder 540 Launching 112 Tips & Tricks 51 Toolbar Maintenance Calendar 1092 Totals Refreshing 1099, 1118 Tracking Components 1321 Employee Commissions 254 Financial Distribution Statistics 1321 Maintenance 1321 Meter Readings 1321 Response Time 165 Skill Levels 1321 The Processing Status of Maintenance Periods 1097 The Processing Status of Worksheets and Maintenance Tasks 1110 Trademark Notice 1 Transaction Log 1220 Transaction Reports 960 Transferring Equipment 180 Troubleshooting 1165 Service Manager for PDA 1219

-UUncancelling Maintenance Periods 1092 Unholding Maintenance Periods 1092 Universal Product Code (UPC) Selecting an Item by scanning its UPC (bar code) 105 Unprotecting Billing 246 Unretrieving Time Entries 265 Update Status screen 1258 Updates Checking for Software Updates 999 Upgrading From an Existing Working Installation 1142 From an Installation with Problems 1142


1354

Index

Usage based Agreements 361, 786 Licenses 983, 1200 Specified G/L s 209, 791 Using Period Groups 1093 Using Service Manager 53 Using Service Manager for PDA on a Windows PC 1221 Utility Programs 22, 973

-VVersion information 1226 Viewing Available Active Employees 90 Viewing Maintenance Period Statistics and Totals 1098 Viewing Worksheet and Maintenance Task Statistics and Totals 1113 Views 1003 VM.INI 44, 979 VMEP Configuration Error in CRM 1168

-WWarnings Notation Warnings 70, 280 Warranty Displaying Jobs Covered by In-house Warranty 61 In-house Warranty 141, 807 Warranty Claim Report 968 Warranty Agreements 417 Creating 417 Warranty Claims 434 Displaying 434 Maintaining 434 Posting / Invoicing 440 Retrieving to create billing 440 Selecting items to claim 434 Web Server 1143 Website Diagnostics 1166 Weighted Item Pricing 229 What's New in Service Manager for PDA? 1220 What's New in Service Manager? 41 Windows 2003 Server Preparation 1148 Windows Client Configuring 1211 Installing 1211 Windows Scripting Host 5.5 1145 Windows Vista Preparation 1149 Work Groups Setting up 785 Work Group Listing 949 Work In Progress (WIP) 766 Tracking 766

Work In Progress Report 883 Work Order - Job Card 925 Printing 322 Work Order - Job Cards Printing - Employee Web Portal Add-On 1185 Work Order - Phase Card 929 Working offline 1225 Working online 1225 Worksheet Grouping Rules 1083 Worksheet Listing 1134 Worksheet Manager Using 1100 Worksheet Setup 1083 Worksheet Setup Listing 1137 Worksheet Summary Report 1135 Worksheets Chaining to Jobs 1115 Grouping by Service Center 1096 Posting Maintenance Tasks Due to Jobs 1108 Tracking the Processing Status of Worksheets 1110 Viewing and Managing Worksheets 1101 Viewing Worksheet Statistics and Totals 1113

-XXAPI Connection Error 1168 XAPI DLL Loading Issue 1166


Notes


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