Mobile

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SVCONTHEGO's mobile field service software gives your mobile workforce the digital tools necessary to optimize their daily workflows and transactional details from a single screen. Every tool necessary for job routing, work order completion, and transacting jobs is in the palm of their hand.


Devices[edit]

There is no standard device for SVCONTHEGO Mobile. We recommend Apple iPad (current generation, last generation) or Microsoft Surface, with Windows 10, for touch enabled devices. Any Windows 10 Notebook (non-touch) would be acceptable. Smart phones like Apple iPhone, Samsung Galaxy, and Google Pixel are not recommended due to their limited screen size.

A word on devices; the chosen device will rely on standards followed in development, we cannot test for every combination of device, operation system, driver and browser as the variables can change with a single update from one of the sources involved.

When choosing a device, it is our recommendation that you stick to MAJOR manufacturers and MAINSTREAM business use devices.

Inexpensive Android tablets from tier 2 manufacturers OR new first-generation hardware, like early Chromebooks that have not had enough time the life cycle, are not recommended. If you have a specific need for different or specialized hardware, you should test the system through on one test device before acquiring those devices for your entire fleet.

We will address issues for devices that are MAJOR manufacturers and MAINSTREAM business use devices but cannot always resolve issues for one off devices without having the exact device in hand to resolve. We will not acquire a device for troubleshooting.

Browsers[edit]

There is no standard browser for SVCONTHEGO Mobile. We recommend either Firefox or Chrome. Each browser has its own strengths, and depending on the version update the browser is currently running one may appear superior to the other.

We do not recommend using Internet Explorer or I.E. There are some functions and features that Internet Explorer does not perform in the same method due to the limitations of that browser. The functions and limits of Internet Explorer are the sole responsibility of Microsoft and are beyond our control. Use of Internet Explorer is “as-is.” We do not hot fix IE after Microsoft updates.

Browser updates are frequent and important. These updates, however, can break functionality and give the impression that SVCONTHEGO Mobile has stopped working, or is “broken.” If something suddenly stops functioning as it was, one of the first items to check is if there was a browser update. Sometimes an update can be rolled back, or if it was Chrome, Firefox may still function correctly.

In these situations, it is important to report the issue to SVCONTHEGO as an issue that may have been caused by a browser update and include the browser name and EXACT version. This will help us provide a hot fix if possible. We will only provide hot fixes for browser issues on the two most recent releases of the software.

Logging In[edit]

In order for a technician to use the SVCONTHEGO Mobile portal, the user must log in. The URL should be provided to the Tech’s ahead of time and would look something like this: YOUR DSN HERE:2953/AS_OSP. “YOUR DSN HERE” is where the address would have a company specific name instead of an IP address.

Upon arrival at the login page the tech will see a login box. Once they input their User ID and Password, they will be logged into the system.

Job List - AKA Call Central[edit]

Immediately upon login, the Tech will be presented with the list of Service Calls presently assigned to the Servicer ID associated with the User ID. The presented list of jobs will display the columns that have been chosen in the OSP Layout Maintenance for form ID “DISPATCHCARD” in the Tech portal.

The default sort is based on the “Dispatch ID” of each job. This is a hidden sequence and if the system is assigning Job Numbers, then it would also appear to be sorting by Job Number as both the Dispatch ID and Job number increase sequentially.

The label at the top of each column can be clicked to sort the selected column.

The Ticket Filter option allows the tech to use the drop down to select “Open” which are all jobs whose status is classified as “Open” in OSP Display filters for the Tech portal. “Completed,” which are all jobs whose status is classified as “Completed” in OSP Display filters for the Tech portal. “All” will display the combination of the two lists.

Please note: THE COMPLETED LIST IS NOT INTENDED TO BE USED FOR HISTORICAL REFERENCE In the Back Office, when a job’s status changes to CMP, the system will look to the OSP Tech portal for any “unresolved” items like transactions, etc., if none are found THE RECORDS FOR THIS JOB WILL BE REMOVED FROM THE OSP TECH PORTAL. This will remove the job from showing on this list.

It is not recommended to circumvent this process by not having it remove the records or not using the actual status of CMP. This status is vital to the Service Job Closeout process at month end.

Clicking Refresh re-loads the job list from the server based on the selected filter. The refresh will update any changes or new jobs added since the list was initially loaded or the last time it was refreshed.

New Job[edit]

Selecting "New Job" from the menu on the left-hand side of the screen allows the Tech to open a new Service Job for a Site that exists in the system where the attached Customer account is NOT on credit hold. The job number created will be XXX#### where XXX=the Servicer ID associated with the User ID that is logged in and #### is a numeric counter that starts at 0000.

Upon hitting the “New Job” button the user will be present with a lookup to find the correct site for the new job. The tech can search by Site Code or Site Name. Site Name is the most effective option for searching since the tech only has to enter part of the name to locate the site. Clicking the "Find" button of the right edge of the field will launch the search to find the site.

Once the site is selected by the user will be taken to the "Job Add" screen. The user will set the values for the job. Defaults like job type, status, etc. will come from the New Job Defaults.

When all of the job data has been entered, the user will click "Save" to create the job. If a specific servicer is selected to be assigned to the job, the user will have the option of sending an email to that servicer, letting them know that they have a new job in their job list.

Please note: IF SERVICE CALLS WILL BE CREATED IN THE FIELD YOUR SERVICER ID’S MUST BE ALPHA NUMERIC. If the job numbers are generated with NUMERIC servicer ID’s there is the potential for that job number to already exist in the system, or at some point in the future, the system counter might have that same number as the next available record.


Using a Job/Entering Data[edit]

Main Details[edit]

After selecting a job from the Call Central view, the job page will open by default in Job Summary format. This format hides a great deal of the job “header” information, such as Equipment and Agreement. The user can toggle between views by clicking the "Summary" or "Details" button in the top right of the screen.

Data Elements are as follows:

  • Site Name and Address comes from the Service Site for this job.
  • Job Info includes the information for the job as it existed when it was dispatched to the tech from the back office. This includes Job Number, Schedule Date, Schedule Time, Job Type, and Status Code. The tech can change or update STATUS. The status displayed is the status of the DISPATCH CARD that the tech is working from. If there is only one dispatch card on the job, that card is known as the “Primary” card. The Primary card will always stay in sync with the job itself. When a tech changes a status on the primary card, the job will update as well. This is especially helpful in using the system to know when a tech has arrived on site. The changing of the status and the saving of that status will reflect in the office on Call Central or any of the other dispatch tools. The status choices the tech is presented with come from the list configured in the “Status Code” setup menu in SVCNTHEGO.
  • Job Contact displays the name, phone 1 and extension from the Site contact tied to the job.
  • Request and Solution section displays the Request, Request Note, Solution and Solution Note for the job.
Transaction Entry[edit]

Transaction entry is found underneath the job information.

Please note: WORKING WITH WORKORDERS Generally if workorders are being used, each work order will have a dispatch card. If a tech has multiple workorders from the same job assigned, the workorder number from the dispatch card selected in call central will default in the WO No. field in transaction entry. The workorder field is used to relate a transaction back to a specific workorder. That workorder may be a phase of work, a different piece of equipment, or a different type of task. It is important if work orders are being used that techs have an understanding that the workorder is important on a transaction.

Transaction Entry is broken into three functional areas.

Labor[edit]

Labor is for time entry or the entry of labor related activity only. Entry begins by selecting whether the time is being entered is for the correct tech. Once that is correct, the user will then input the Item and Description of the time being entered.

Click the * next to the Item field to locate the right labor related activity code for the entry. This can bring up two buttons, one labeled "All" and one labeled "Hot List." "All" will require the user to pick the correct labor activity code from a list of all of the labor activity codes in the system. "Hot List" will only display those labor activities selected to be displayed during the Mobile Setup process. This usually represents the most common labor activity codes used by your technicians. Once the correct Item code has been selected, the Description of and the hourly rate for that Item will be automatically entered into the system.

Next the user will select the date the labor time is for. This can be done by manually entering the date in mm/dd/yyyy format or clicking the calendar icon and selecting the appropriate date.

Finally, the user will enter the start time and subsequent end time to the work order. This can be done by manually entering the start time in 24hr or military format or clicking the Stop Watch icon to select the current time. Once the labor activity is complete, the user will enter the end time manually by entering it in 24hr or military format or clicking the Stop Watch icon to select the current time. Please Note: The system will not accept an end time that is entered before the actual current time.

The system will calculate the difference between the end time and the start time to fill in the No. Units field. This will then be multiplied by the Rate to get the total that will be added to the work order. The user will click Save to complete the process if no additional labor needs to be added to the work order and return to the main job. If there was more than one labor type used for the job, the user will click the Save/Next and add the additional labor types as necessary.

Materials[edit]

The Materials tab is for the entry of inventory items, miscellaneous materials, or field purchases. To add a Material to the Workorder, the user will begin by selecting where the materials came from. This can be:

  • My Truck - The item(s) were part of the service kit on the user's truck when they went out.
  • Purchase - The item(s) were purchased in the field. The user will select a preferred vendor for this type of transaction.
  • Non-Stock - The item(s) are tracked by name only in the company database.
  • Other Warehouse - The item(s) came from a location other than the user's truck. It could have come from another servicers truck or a different warehouse.

The user will then insert the Item Code by clicking the * next to the Item field and opening the "All Items," "Hot List," or "Special Items" tabs. The user will select the desired item from the list and insert the quantity used. The user will click Save if the items entered were the only ones used to add the transaction details to the workorder and return to the main job. If the user will click the Save/Next button if more material item codes need to be added to the workorder.

Other[edit]

Other is for the entry of miscellaneous fees, charges, and subcontracted items. Only Miscellaneous Items with an item type of "Item" as defined in the Miscellaneous Item Maintenance setup that have the "OSP Enabled" flag turned on will be available for use.


Notes[edit]

The Notes tab allows the user to view job notes added by the back office and customer as well as add their own notes to the job. Techs should input detailed notes for the completed work should be entered into the Notes field. Once the details have been keyed in, the user will click the Save button to add the note to the job. This will update the back office on the work being done on the job in real-time.


Job Close[edit]

The Job Close function will be used when the job is complete and is ready to be invoiced and sent to the back office. The user will start on the select screen, where they will pick the transactions that will be used for Signature, Payment, and Print. The user will click on each transaction to mark it as selected. Upon hitting Continue, that list of transactions will be marked to be used.

The Signature. Printing, and Payment screen will open next. The Job details will be displayed at the top of the screen, with the Signature Screen beneath the Job Details on the left and the Payment Screen beneath the Job Details on the right.

The Signature screen is designed to be something a customer can see and sign for approval of work, payment, etc. A captured signature requires that the Signed By field be keyed in. This information is used to create a watermark when the signature is saved that contains the printed name of the signee and the date and time it was obtained.

The Payment screen will allow for the transactions that have been selected to be paid. The Total field will be the amount used for payment. Once the signature has been captured, the user will click the Payment button to open the Payment Method screen. The tech will select what type of payment the customer wants to make - Credit, Cash, or Check - and click the Pay button.

If credit card is selected, the PayPal payment interface will be launched. All credit card information is captured and processed by PayPal. SVCONTHEGO Mobile does not capture or store credit card information. The system will store the PayPal transaction information with the job so that the back office can reconcile and perform cash receipts. On the PayPal payment screen, the tech should select the "Pay with Debit or Credit Card" option. After filling out and processing the credit card, the user will be returned to the payment screen with the payment history listing reflecting the payment.

If check is selected, the user must enter a Routing Number, Account Number, Confirm the Account Number, and Check Number. For cash, the user needs to confirm the amount and hit "Pay." After a payment is processed it will reflect in the payment history list on the payment screen.

Map[edit]

The Map tab will use Google Maps to create a pin on a map for the job selected from the job list in the tech's Call Central. Clicking the pin will display the job info in a box above the pin. The user can click the Back button to return to the main job details or job summary.

Forms[edit]
Upload[edit]

The Upload tab is where techs can add files to the job. Files can include images of the equipment location, a picture of the equipment to be serviced, pictures of completed work, correspondence between the tech and the customer, etc. To upload a file, click "Choose File" in the Select File field. The user will select the file they wish to upload and click the "Upload" button to add the file to the job. The user, back office, and customer (if they have a self-service portal) will be able to view the file after it is uploaded.

Equipment[edit]

The Equipment tab allows the user to access the detailed information about the equipment attached to the dispatch card.

Job List[edit]

The user will use this menu option to exit out of the job they are currently in and return to their job list to select a new job.

Post Jobs[edit]

The "Post Job" option from the menu on the left-hand side of the screen is where a Tech finalizes the activity that has not yet been posted to the back office. This is the transactional details of a job. While notes and status behave in real-time, transactions must be posted.

Each Job with unposted transactions will be listed one time, regardless of how many unposted transactions a job has.

Outbound note indicates if there are any unsaved notes to be updated as well.

By default, each row will have a column with the value “Post” in it. If a job is not ready to be posted, that job can be excluded by not clicking the "Post" option.

The Tech can either post individual jobs from the Job List by clicking the "Post" option next to the jobs that are ready to post. After posting, the job will be removed from the job list and the Tech will get a "Job Posted!" message.

The Tech could also select the "Post All" option above the listed jobs, if all jobs are ready to be posted. The Tech will be asked "Are you sure you want to post all jobs" and given a Yes and No option. After posting, the Tech will get a "Job Posted!" message.

The posted data will now be available for review by the back office.

Global Status[edit]

Summary Report[edit]

The Summary Report is a report that give a real-time inquiry into the activity for a Tech in a given date range. This inquiry will show on screen all transactional activity for a Service Tech for the date range specified. This includes all Labor, Inventory and Purchase type transactions that have the Servicer ID of the logged in user connected to them. This includes transactions that were keyed in the back office, previously posted transactions, and unposted transactions. Transactions that indicate a “S” under sent are present in the back office and may be visible on a job under Transactions or Transaction History depending on where in the life cycle that transaction exists.

Audit Report[edit]

The Audit Report is similar to the Summary Report but offers more information and flexibility. The method for how and what it pulls is the same. However, the user can show “Labor” transactions only and this report can be used as a time sheet, as well as this will include revenue totals for jobs, sites, if the same site had more than 1 job and the complete report.

Map It[edit]

Map It will use Google Maps to create a pin on a map for each of the jobs listed in the tech's Call Central. Clicking the pin will display the job info in a box above the pin.

Edit Password[edit]

This option will allow users to update the password associated with their user name. This can be useful if the user was assigned a password and wants to change it to something they can more easily remember or they feel is more secure. The user will input their current password in the Current Password field, and type the new password they wish to use in the New Password and Confirm Password fields. The user will click Save and be presented with a Password Changed message upon completion.