Service Manager Help & User Guide


Table of Contents

1. Introduction to Service Manager

2. Integration

3. Maintenance

3.1. Maintain Appointment Labels

3.2. Maintain Case Tracking Status

3.3. Maintain Case Types

3.4. Maintain Contacts

3.5. Maintain Couriers

3.6. Maintain Cover Types

3.7. Maintain Delivery Codes

3.8. Maintain Email Templates

3.9. Maintain Employees

3.10. Maintain Expense Types

3.11. Maintain Equipment Questions

3.12. Maintain Fault Codes

3.13. Maintain Locations

3.14. Maintain Priorities

3.15. Maintain Return Sub-Statuses

3.16. Maintain SLA

3.17. Maintain Sub-Status

3.18. Maintain Teams

3.19. Maintain User Teams

3.20. Skills and Abilities

4. Utilities

4.1. General TAB

4.2. Equipment TAB

4.3. Parts and Stock Transfer TAB

4.4. Expenses TAB

4.5. Job Costing TAB

4.6. Returns and Repairs TAB

4.7. Analysis Codes TAB

4.8. Cover Types TAB

4.9. Appointments TAB

4.10. Scheduler TAB

4.11. Mobile TAB

4.12. Email TAB

4.13. CRM Tab

5. Utilities - Import Cases/Import Equipment/Import SOP Addresses

5.1. Import Cases/ Import Equipment/Import SOP Addresses

5.2. Enable Module

6. Service Desk

7. New Case

7.1. Case Details

7.2. Tracking

7.3. Case Description

7.4. SLA

7.5. Emails

7.6. Appointments and Labour

7.7. Parts

7.8. Add Parts to Case from Engineer Warehouse

7.9. Emails

7.10. Appointments and Labour

7.11. Parts

7.12. Add Parts to Case

7.13. Add Parts to Case from Stock Transfer

7.14. Add Parts to Case from Found Stock

7.15. Action Part - Use Part

7.16. Action Part - Leave on Vehicle

7.17. Action Part - Return Part

7.18. Adding a Free Text Part/non Stock Item to a Case

7.19. Expenses

7.20. Analysis Codes

7.21. Billing Info

7.22. Billing Summary

7.23. Quotes

7.24. Attachments

7.25. History

7.26. Memos

8. New Case via Equipment (Recommended route)

9. Case List

10. Creating a Case via Standard Sage SOP

11. Cases - Generate a Sales Order

12. Cases - View Case

13. Completed Cases

14. Cases - Stock Transfers

15. New Equipment Item/Amend Equipment Items/View Equipment

15.1. Equipment - Details

15.2. Equipment - Analysis Codes

15.3. Equipment - Attachments

15.4. Equipment - Parts Used

15.5. Equipment - History

15.6. Equipment - Memo

16. Creating Equipment Items via Standard Sage SOP

17. Service Equipment

18. Transfer Equipment

19. Diary

19.1. Appointments

19.2. View Appointments

19.3. Appointments List

20. Reports

21. Engineer Tablet

21.1. Appointments

21.2. Receive

21.3. Stock

21.4. Sync

22. Enable Module

23. Release Notes

24. Service Manager Downloads


Product overview

Help and User Guide maintained for Service Manager version v20XX.17.0.0 and upwards


The Service Manager Help and User Guide will take you through the features and settings for the Sicon Service Manager module for Sage 200.  It is designed to allow the creation, processing, tracking and billing out of service calls within Sage 200.  Allocations of Sage 200 stock items, scheduling of employees, purchasing of replacement parts and transfer of stock to engineers or direct to site are key features of this system.


1. Introduction to Service Manager

The case scheduler allows time to be booked for travel, on-site service call work, training, holidays etc.  Filters on the scheduler allow viewing of employees by geography, skill, type etc. in order to filter them down to a more qualified or better located selection of the total list.

It is possible to create a Scheduler Wall Display using a projector, large monitor or multiple monitors linked together with a Matrox display card.

Running on its own PC with the scheduler diary being updated every few seconds this would enable the service case managers to see a view of all engineers and a much wider diary view than that available on a single screen PC.

Time can be recorded against appointments for travel or on-site service calls.  These can be entered through the Service Manager case or via the tablet interface.

Sicon Service Manager Tablet Interface

The Tablet Interface will run on IOS, Android and Windows based Phone and tablet devices.  It is recommended that you test the devices with your employees.

The Tablet interface will allow both on-line and off-line use. The engineer will sync tasks to and from the tablet when a Wi-Fi or mobile signal is available. When off-line the work carried out will be queued and processed again when a connection is available.

Tablet licenses are purchased separately to the Service Manager Module for Sage 200.  These are priced on a named user basis; see the Sicon Price List for current pricing.

Key Features:

  • Log service cases for customers with contracts or for ad-hoc calls
  • Log and find services cases via equipment, location, sub location, postcode or address search
  • Create appointments for travel and on-site service work; capture time entry to both
  • Allocate stock parts to service cases. Transfer parts to Engineers or direct to site
  • Track parts used on a case and against a piece of equipment
  • Manage returns and repairs via the service case
  • Invoice service cases using rules and cover types to include parts and labour with options to override
  • Link equipment to customer, customer locations and sub locations
  • Maintain a skills matrix and fault code table to identify selection of correct employees to assign to cases
  • Maintain SLA’s, Cover Types, Case Priorities and Case Sub Status
  • Create cases for items to be services; by item or by location
  • Import cases

2. Integration

Sicon Service Manager is fully integrated within Sage 200.  This module is operated entirely within the Sage 200 environment and the Screens and processes have been designed for non-IT users.

Integration with Other Sicon Modules

The Sicon Service Manager incorporates two existing Sicon modules:

  • Sicon Contract Manager: Deals with the setup and billing of contracts for the support of equipment or for services and contract line cover types pulls through to cases, when linked to equipment.
  • Sicon Job CostingCaptures all costs associated with the contract and the service cases. Costs can be captured per service case or per contract or per customer on a non-contract job (This last option being our recommended one for non-contract customers).

Integration with Sage 200 Stock Module

  • Service Contracts are set up as Service Stock Items with individual pieces of Equipment linked to those contracts; cases can then be raised against the equipment.
  • Stock Items marked as ‘Serviceable Items’: When added to a Sales Order, upon saving of the Sales Order the equipment will be linked to the Sales Order customer, details of which will be displayed on screen after the Sales Order is saved allowing you to view or add more details

Note: (If the item is not marked by default as being a serviceable item, it can be flagged on an individual Sales Order basis)

  • Stock Items marked as ‘Requires Installation’: When saving a Sales Order that contains an item/s marked as ‘Requires Installation’ an Installations case will be created automatically details of which will be displayed on screen after the Sales Order is saved allowing you to view or add more details

Note: If the item is not marked by default as being an item that requires an installation case it can be flagged on an individual Sales Order basis

  • Default Service Stock Items can be used within Service Manager in various areas, specifically within Settings/Appointments to default which Service Stock Item is to be used for Chargeable Time and items charged such as Travel
  • Standard Stock Items can be allocated to a case, before being confirmed by the engineer/or administrator as parts used, issued and dispatched. Please note:
    • Internal Areas will need to be set up (within Stock Control module) in order to select from when ‘Parts Used’ and ‘Issuing Allocations’.
    • It’s at the ‘Dispatch Point’ that stock level is reduced, until then it is allocated within the selected relevant warehouse.
    • Nominal Code postings are determined by nominal codes configured on Internal Area/stock codes, and costing method.

Integration with Sage 200 SOP Module

At the point of Billing, Service Manager posts through to Sales Order Processing, bringing the Sales Order on screen to amend/add and process through for invoicing and posting to the Sales Ledger. to amend/add and process through for invoicing and posting to the Sales Ledger.


3. Maintenance

Configuration of the various maintenance menus will determine what options are visible to users on screens and drop downs in certain areas of the module.  The section below details the options (not mandatory) and shows examples to give you an indication of how these may be used.


3.1. Maintain Appointment Labels

Appointment descriptions can be edited, label name changed and colour’s changed to suit your company’s requirements. Appointment labels are shared between all Sicon Sage 200 Products though their creation can be enabled/disabled per product. Select which Labels are required in Service Manager by Editing the label and clicking the Service Manager tab.

Sicon Service Manager Help and User Guide - Maintain Appointment Labels Screen

Appointment Labels have further options that allow you to switch between Engineer Charge Rates and Price Book Pricing when charging out labour to customers.

Employee Charge Rates: if selected, charge rates recorded against the employee will be used for billing. If required, different Service Stock Items can be linked to each Appointment Label but if not required leave blank and the Default service stock item for chargeable time will be used (Utilities – Settings – Appointments tab).

Price Book (Service Stock Item per charge Rate): if selected, allows you to associate Service Stock Items with Charge Rates for each Appointment Type, and limit the Charge Rate options available for each Appointment Type.

Sicon Service Manager Help and User Guide - Add - Edit Appointment Label Screen


3.2. Maintain Case Tracking Status

Configure as required to track the progress of each case e.g. Waiting Parts, Refer to Internal I.T, Customer Chasing.

Cases can be searched for/listed by status and reports written using this field.

Sicon Service Manager Help and User Guide - Maintain Case Tracking Status


3.3. Maintain Case Types

There are four system Case Types by default within Settings:

  • Preventative Maintenance: cases which are created using the ‘Service Equipment’ function are Preventative Maintenance Type cases
  • Service Call: new cases logged
  • Installation: when a Stock Item marked as a Serviceable Item which ‘Requires Installation’ is sold through Sage SOP, the case automatically created is an Installation Case Type
  • Return/Repair: equipment sent from the customer for repair is a Return/Repair Case type.

Additional Case Types can be configured as required. Cases can be searched for/listed by Case Type and reports written using this field. Note: case type is a mandatory field when creating a New Case but a default can be defined in Utilities – Settings – General.

Sicon Service Manager Help and User Guide - Case Type Maintenance Screen


3.4. Maintain Contacts

Use this feature to create customer/site contacts, for those people who will be calling and logging Service Manager cases (Typically these will be different people to those on the Sage SL record, who are normally finance people).

These contacts can be associated to a customer location/sub location. New contacts can also be added at the point of creating a new case. Note:  Service Manager Contacts are separate to and not linked to SL roles/contacts.

Sicon Service Manager Help and User Guide - Contact List Screen


3.5. Maintain Couriers

Internal Use only: to specify the required shipment/courier method within a stock transfer, which in turn will alert stores as to which courier to use when dispatching /shipping the parts/stock to a customer/engineer etc.

Sicon Service Manager Help and User Guide - Courier Maintenance Screen


3.6. Maintain Cover Types

A Cover Type reflects which items are either included or are chargeable under a contract i.e. labour, parts, travel.

These can be configured and named as required for example Fully Inclusive, Labour only, Parts only or Fixed Price.

Select Edit and configure each cover type to set various aspects such as:

  • SLA (Service Level Agreements, i.e. response times) for this cover type
  • If Labour is not included on a cover type, do you offer any discount?
  • If you have set prices for Call Outs, Subsequent call Out Charge (any visits on the same case after the first call out), any Free time , Price Limit (where on a case when the billing value comes to a certain limit), users will be warned.  This is useful if a customer has said, for example a purchase order number is not required per case if the value is under £ xx).

As Standard when the module is installed there are four system Cover Types: Full, Labour Only, Parts Only & None , these can be configured to your preference; or additional cover types added) within https://www.sicon.co.uk/user-guide/service-manager/#3-6

Cover Types are powerful, because they enable you to pre-configure how the system will handle the case as far as what is chargeable to the customer and what is included or FOC.

Cover Types Specific to customers can be set:

On the Customers Sales Ledger Account, on the Service Manager Tab

and/or

On the Customers Contract Line, within Sicon Contract Manager

System Default Cover Types can be set:

Within Service Manager, Utilities and on the Cover Types Tab

And / Or

On the Customers Contract Line, within Sicon Contract Manager.

Contract Lines take preference over defaults set within service manager settings or the customer, if creating a case for a piece of equipment linked to a contract line where a cover type has been set.

Customer’s default Cover type will take preference over the defaults set within service manager, if the ‘Prefer Customer Type (if available) over default Non-Contract Cover Type for Non-Contract Cases’  option has been enabled in setting when /  if creating a non-contract case not linked to a contract line.

If the ‘Prefer Customer Type’ setting is not enabled within Settings, then the cover type used when creating a non-contract case will be the modules default non cover type as set up within  Settings.

Within Settings there are other options available :

  • Allow users to ‘Amend Contract Cover Options’ – On a case, if enabled users, will be able to change (on the Billing Info Tab) the cover type on that particular case and therefore change what’s included, what’s not and therefore what’s chargeable and what’s not.
  • ‘Prefer Customer Type (if available) over default Non-Contract Cover Type for Non-Contract Cases’ –  When Enabled , where for Non Contract cases in which normal circumstances the modules ‘default contract Cover Type’ would be used would be used, if this option is enabled, where a case is added for a non-contract case, and where on the customer’s account/service manager tab a default cover type is set, then the customers cover type would override the modules default type.

SLA: (i.e. time that is required to respond to a case based on the agreed Service level agreements) if required, select from the dropdown selection available (created in Maintain SLA).

Case Priority: Use to flag whether a cover time, also carries a case priority if required, select from the dropdown selection available (created in Maintain Priorities).

Round Times: Use to specify whether proposed times and billable hours are to be rounded to the nearest Minute/15 Minutes/30 Minutes/1 Hour, rather than the actual time entered.

Fixed Price: Use if required to specify, if required, any Fixed Price charge that applies to this cover type. Can be entered as required with all other charges being charged at 0.00.  This is particularly useful if an agreement has been reached with the customer to only charge an agreed price to cover all labour/parts/callouts. Note: The Sales Order will show a single line of ‘Fixed Price Charge’ at the appropriate value with no labour or parts detailed.

Price Limit: Use to specify if a Price Limit of charges apply, if a value is entered, and on a case this limit is reached, a warning will be displayed a warning will appear on the case when exceeding it.

Parts

Parts included on contract: if ticked, Parts Used on an appointment on a case will appear on Select Billing Items (when generating a Sales Order) but not selected. If on a particular case you wish to charge for a part you can then select the item at which point a mesSage will appear ‘Parts are included on this case, are you sure you want to bill this item?’. The Qty and price can then be edited as required.

Parts Discount %: If parts are not included within this cover type as normal, but you do offer a discount on the rrp price of parts, a discount can be applied as a default.

Labour

Labour included on contract: if ticked, the hours recorded on an appointment on a case will appear on Select Billing Items (when generating a Sales Order) but not selected. If on a particular case you wish to charge for labour you can then select the line/s at which point a mesSage will appear ‘Labour items are included on this case, are you sure you want to bill this item?’. The charge rate can be edited if required.

Labour Discount%: if labour is not included, but you offer a certain amount of discount against labour charged this can be specified here

Free Hours: if labour is not included, but you offer a certain amount of free minutes/hours the details can be defined here and will then be excluded when labour is charged per appointment

Override Prices: if labour is not included, the engineer’s charge rates (as defined in Maintain Employees) can be overridden for the First Hour and Subsequent Hours per Cover Type if required.

Travel Included: if labour is not included, it is possible to either include all travel, exclude travel and the travel time as entered on the appointment be added to the labour charge or a defined number of hours/minutes of travel can be included before being charged out.

Callout Charges

Initial Callout Charge: Enter your initial callout charge specific to this cover type for the first completed appointment on a case. (Can be removed or changed at the billing point if required).

Subsequent Callout Charge:  Where you charge for follow up visits, you can define a rate as required which in turn when a second, third and so on visit is created on a case the subsequent call out charge will show on the billing summary (Can be removed or changed at the billing point if required).


3.7. Maintain Delivery Codes

Internal Use only: to specify the required ‘delivery date’ within a stock transfer for  shipment of the stock/parts to a customer/engineer i.e. Next Day, 2-3 Days, 4-7 Days. Useful for departments such as stores to know how quickly the parts need to arrive at their destination.

Sicon Service Manager Help and User Guide - Maintain Delivery Codes Screen


3.8. Maintain Email Templates

Case Creation and Case Completed templates are included at installation (emails can be enabled in Settings – Email) but additional templates can be created. A full HTML editor is included allowing companies to brand templates as required.

Sicon Service Manager Help and User Guide - Maintain Email Templates Screen


3.9. Maintain Employees

Linked to and using the same table in Sicon Job Costing (meaning when changes are made either within Job Costing Maintain –  Employees or Service Manager –  Maintain employees, the same tables are updated, and changes are reflected in both modules).

Employees

Employees added here will be available to select when assigning cases to a Sage User to manage the case (Internal Team) and also available when scheduling appointments (External Team). Sub-contractors can be included in this list for scheduling appointments (sub-contractors can be linked to a PL account). For set up and further assistance, please see (Job Costing Help and User Guide – Maintain Employees).

In addition, when Service Manager is installed, an additional tab will be available for each Employee.

Sicon Service Manager Help and User Guide - Employees and Resources

Diary Row Colour: Select individual colours per employee to display on the Service Manager Scheduler/Diary

Work Pattern: Link the employee with a work pattern as set up within Maintain Work Patterns

Warehouse: Link the employee with either a site based service warehouse or to individual warehouses which relate to their van/vehicle. Parts can then be transferred and allocated to engineers via their warehouse.

Billing Alias: If you do not want the employee’s name to appear on Sales Orders when billing cases, an alias can be recorded here.

Postcode Areas: To assist when scheduling employees to cases

Other Resources

Other Resources can be used to keep track of resources used on a Case during an appointment

Sicon Service Manager Help and User Guide - Employees and Resources - Other Resources

Other Resources can be used to keep track of resources used on a Case during an appointment e.g.  loan equipment, scaffold towers or temporary traffic lights. These additional resources can then be scheduled out on the Diary the same as an employee, and can also have Cost Rates, Charge Rates, default diary colour and Billing Alias.


3.10. Maintain Expense Types

Expense Types can be configured to allow expenses incurred when travelling to and attending a site, to be added to a Case and linked to a Cost Header as required e.g. parking or tolls. This allows these additional costs to be captured but also, could be selected for billing out to the case customer if required.

At the point of adding an expense on a case you can raise a PO (but not retrospectively).

Sicon Service Manager Help and User Guide - Maintain Expense Types Screen


3.11. Maintain Equipment Questions

Pre-defined equipment questions can be set up and linked to a Product Group/Stock Item/Case Type/Customer/Warranty Status. These questions are then populated on the engineer’s mobile devices on site. Completing their answers can be based on a pre-populated Selection, Yes/No or Free Text and be made Mandatory if required (where the appointment cannot be completed until the question answered).

Examples as screen shot, where you need the engineer to alert the office that the issue was as a result of ‘Hard Water Scale’, which in turn may have effect on the decision whether the call out is chargeable, despite being a contract customer.

Sicon Service Manager Help and User Guide - Maintain Equipment Question Screen


3.12. Maintain Fault Codes

Set up fault codes applicable to your business model e.g. Electrical, Plumbing, Unknown. These can then be used when creating a case and can be linked to Employees skills to select the appropriate engineer for that case (see Skills and Abilities).

Sicon Service Manager Help and User Guide - Maintain Fault Codes Screen


3.13. Maintain Locations

Location and Sub-Locations within Service Manager are linked to and are the same table as Sage SOP Delivery Addresses and are used to link equipment to customers on a case and/or schedule engineers to attend site. There is an import available if required (Utilities – Import SOP Addresses).

Sicon Service Manager Help and User Guide - Maintain Locations


3.14. Maintain Priorities

Cases can be marked with a priority if required e.g. Critical, High, Medium, Low.  Link a colour to the priority, which in turn will appear in the diary on the scheduled appointment.

Sicon Service Manager Help and User Guide - Maintain Priorities
In the example below, the Work appointment for Richard Pullar has a red banner due to the case having a Critical priority.

Sicon Service Manager Help and User Guide - Maintain Priorities - Schedule


3.15. Maintain Return Sub-Statuses

Configure if you require additional levels of return status (for internal reference only) for equipment items returned for repair. These could be added to any custom reports eg. for analysis.

Sicon Service Manager Help and User Guide - Maintain Return Sub-Statuses


3.16. Maintain SLA

Service Level Agreements (SLA) define the response times to a logged case within a working timeframe (Office Hours) and can be configured as required.

Sicon Service Manager Help and User Guide - Maintain SLA

Basic: the timer on a Basic SLA will be triggered when the case is logged. When the SLA Warning is reached, the SLA in the Service Desk screen will display Amber and will display Red when the SLA Limit is reached. Note: by editing the Service Desk and/or Appointments grid (right click – Edit Grid), both TimeLeftToMeetSLA and SLAExpiryDatTime can be displayed.

Advanced: the advance SLA’s allow the additional option of triggering a change to the SLA timer based on Tracking Notes. The SLA can be Paused, Restarted or Completed. In addition, if the action ‘Start’ is selected, a new SLA Limit and Warning can be applied. For example, in the screenshot below, if a case is updated with the tracking note Waiting Parts a new SLA countdown can begin with a Limit and Warning value as required.

The advance SLA’s will be visible on the SLA tab on each case as applicable.


3.17. Maintain Sub-Status

Configure if you require a 2nd level of call status when creating new case, i.e. when entering a case, it has status of New, but you may want to record it is a priority customer, or Customer On Hold.

Sicon Service Manager Help and User Guide - Maintain Status


3.18. Maintain Teams

Teams are categorised as ‘Internal’ or ‘External’. When a case is created, the case automatically picks up which Sage user it was entered by but if required, cases can then be re-assigned to Internal Team and alternative Sage user which means office based staff can manage the case. For example: Customer Service Team logs the case and reassigns to a Support Desk or Technical Team who then allocate to a member of their admin/service team to schedule.

In addition, the case can be assigned to an External Team. Members of External Teams are Employees as listed in Maintain Employees and who carry out work on the cases and whose labour needs to be recorded for billing and costing. Members of External Teams are therefore available to select when scheduling cases in the diary.

Sicon Service Manager Help and User Guide - Maintain Teams

When creating a new team, name as required and define as Internal or External.

Members of Internal Teams are Sage users and are added to the team using Maintain User Teams.

Members of External Teams are Employees listed in Maintain Employees.

Postcodes can be listed against each team and cases assigned to teams based on team post codes rather than the post codes linked to individual employees, depending on Service Manager Settings.

Sicon Service Manager Help and User Guide - Maintain Teams 2


3.19. Maintain User Teams

Link Sage Users to Internal Teams so that case can be assigned to them to manage.

Sicon Service Manager Help and User Guide - Maintain User Teams


3.20. Skills and Abilities

A combination of Skills and Abilities can be configured and linked to employees in the Skill Matrix. When a case is logged, a skill can be selected and then used as a filter when scheduling appointments for employees. Cases can either be logged by selecting New Case and selecting the customer or by logging a New Case via Equipment.

Maintain Abilities: create appropriate ability levels.

Sicon Service Manager Help and User Guide - Maintain Abilities

Maintain Skills: create appropriate skill sets.

Sicon Service Manager Help and User Guide - Maintain Skills

Maintain Skill Matrix: link ability and skill to an employee/sub-contractor.

Sicon Service Manager Help and User Guide - Maintain Skills Matrix


4. Utilities

This is an important part of the setup process and the area where you specify what screens are shown, which defaults are to be used, set mandatory fields, import data and enable the module.


4.1. General TAB

Enable Teams when amending cases: If enabled allows cases to be assigned to a team as well as a specific use (see Maintenance – Maintain Teams) when amending and scheduling a case, cases can be filtered by teams.

Assign cases to teams using geographical validation: postcodes can be linked to teams allowing cases to be assigned based on this validation (Postcodes can also be assigned to engineers within Maintain Employees, but we recommend that careful consideration is given to allocating full postcodes to engineers, we advise the first new digits, i.e. IP26 or NE7).

Enable skill validation for case appointments: if enabled when creating /amending a case user can select to assign a certain Skill type requirement (Skills & Abilities are set up within Maintenance)

Skill validation can be a very useful feature and if key to a company then ideal, but please bear in mind the more skills and skill levels you create the more there will be to be maintained.

Enable geography validation for case Appointments : If Enabled adds a location filter to the diary screen, which filters down engineers. It’s auto-populated with the case postcode when scheduling a case, reducing the number of engineers you see in the list, but it is amendable.

Use Employee Team Location over Employee Location : If Enabled instead of using the list of postcode areas on the employee, it uses the list of postcode areas associated with the team they’re a member of.

Last case number/prefix: Enter the next Service Case Number and Prefix if applicable i.e. an existing Service Manager system was used previously and you would like to keep the sequence.

Pad Case Numbers e.g. 0000012345 : If enabled allows case numbers will have leading Zero’s, for example if when first using the system you set the last case number to 150 (because you were using a previous system, and the last case number was 150), when you add a case if padding enabled your next case number would be 0000000150, if not enabled your next case number would be 150.

Auto Maximize Case Screen: If enabled case screen will be maximized when opening a case.

Display Oldest Cases First: If enabled the oldest cases will appear at the top of lists (Recommended).

Disable Case Description Editing  Only to be used If generating cases via Sage 200 CRM If enabled users will be prevented from editing the case description from with Sage 200.

Add Case Number and Description to generated SOP’s as a comment Line: if enabled , when billing a case through Service Manager (which in turns creates a standard SOP Sales Order for invoicing), the case number and case description will display on the Sales Order as a comment line and will print out on the invoice (subject to design of layout).

Default Max Cases in List: Enter the preferred default number of cases to be loaded / shown in list on the ‘Amend Case Screen’ and ‘View Case Screen’.

Default Case Types : Ability to default the Case Types for ‘New Cases’ ; ‘Equipment Service Cases’ ; ‘Installation Cases ’ and ‘ Return/Repair Case’  ; Additional Types can be set up within ‘Maintain Case Type’

Case Warnings/Prompts:

Prompt to Schedule Unscheduled Cases when Saving: Option to prompt user to schedule a service case when saving. This can be Off, Not on Creation or Always (recommended option is off).

Customer Credit Limit Warnings:  Option to warn if the customer account has overdue transactions and can be set to Off or the detail of which can be in a Basic or Detailed format.

Always show posted SL balance, even when in Limits if enabled the customers ‘posted’ balance on account will display regardless of any credit limits set  and/or overdue invoices.

Location Scheduling Warnings:  show unscheduled cases and upcoming appointments. This can be set to Off or the detail displayed in a Basic or Detailed format (recommended at least Basic, if not detailed).

Enable Modification of Tracking Notes Times:  Allows users to modify the time on a case tracking note (for example a user forgot to add an important note from the day before and needs to add, but reflect yesterday’s date).

Tracking Notes: Default Rate Box – If based on a tracking note type, you may want to charge the customer for time, then here you can select the default rate which us determined on each employee within maintain employees

If on a tracking note, you add ‘Time Spent’ the system will generate an additional labour entry on the case; the ‘cost’ rate used on that labour line is selected here. For example, an internal person wanting to record time spent on a case, that could potentially be chargeable, but the internal person is not set up as an employee.

Customer Order Number is Mandatory on Cases: Select if your company policy is that you have to have a customer purchase order for logging a Service Manager case. Note: Customer Order Number can now be marked as mandatory ‘For Billing Only’, meaning it will no longer block Case Creation, but it will block Case Billing.

For Billing Only : Select if you only would like to see warnings at the billing Stage no when adding a case.

Only flag Customers Order Number per duplicates per customer; If you are finding that different customers provide the same order numbers (example verbal) , you may want to consider using this feature. If not enabled , and users enter the same customers order number on multiple cases, for different customers you will keep seeing the same ‘ duplicate customer order number’ warning. Whereas if you enable this feature you will only be warned if duplicate order numbers are entered for the same customer.


4.2. Equipment TAB

These settings relate to the Equipment register recorded within the Service Manger module.

Sicon Service Manager Help and User Guide - Utilities - equipment tab

Enable automatic number generation: If enabled a unique Equipment ID/Number, will be used and allocated to each piece of equipment. One the piece of equipment however this can be overridden if for example the customer advises you of their own equipment I.D tagging reference

Last equipment number: Once the above is enabled enter the ‘Last equipment i.d. number’ (so it knows what the next allocated number to be generated will be).

Next service date notification period:  reminder notification period can be set in days/weeks/months/years and used to determine the flag type within the equipment list ie. a column displays the service date.  This column is colour coded red if the  service due date has passed and amber if the service is due.

Default Equipment Model to Stock Item Code: If on the stock item record and Service Management Tab, the option is selected to create an equipment item when sold (Mark as a serviceable Item), then selecting ‘Default equipment Model to Stock Item code’, will populate the model field on the equipment record with the Sage 200 stock item code.

Allow Duplicate Equipment Serials: Not recommended, as searching for equipment / logging a case by a serial number is the most common method of logging a new case, and if switched on to allow multiple records may be displayed;  but as a company if this is not an issue, select if you allow.

Enable Customer Association:  If enabled equipment could be linked to an additional Sales Ledger record.  For example, Washing Machine is located at  Mrs. Smith’s; Mr. Jones pays for the servicing contract but a Mr. Potter paid for the washing machine in the first instance (and has a sales ledger account). Therefore the case is logged against Mr. Jones, location SOP delivery address is Mrs. Smith a 3rd party  Mr. Potter has a customer association.

Equipment Issues Internal Area:  Used within Returns and Repairs process, the Internal Area used when equipment is returned for repair; we recommend a separate area is set up for this for analysis and reporting.

Mandatory fields on equipment Details

Options to make key fields mandatory when adding equipment details; if enabled when adding equipment:

  • Location : Users will be forced to select a location to specify where equipment is located
  • Contract & Line : Users will be forced to select a contract and contract line to specify which contract line (Contract service being provided) the equipment is covered under
  • Supplier: Users will be forced to select a Sage 200 P/L supplier account to specify which supplier the equipment was purchased from
  • Service Interval: Users will be forced to enter the relevant Serval Interval
  • Net Service Date: Users will be forced to enter the date of the next service for that piece of equipment

Servicing Strategy

Options to determine which date is used to update the ‘Next Service Date’.

Option 1. Dates for ‘next service date updated based on dates on the preventative maintenance case’

Example:

Service is due 1st Dec 2016, a preventative maintenance case is generated on 1st Dec 2016 (or thereabouts), but the last appointment on the case is recorded as being 5th Feb 2017 (because parts were needed and it was a while before the engineer could go back and fit). The service interval on the equipment recorded as being every 12 months, therefore the system will update the ‘next service date ‘on the equipment as 5th Feb 2018

If this is your preferred option, select ‘Completing a Preventative Maintenance Case will update the Equipment Service Dates using the last appointment of the case’.

Option 2. ‘Case appointment dates not being taken into consideration’
Example:
Service is due 1st Dec 2016, the service interval on the equipment record is every 12 months’ the system will set the ‘next service date ‘on the equipment as 1st Dec 2017 (regardless of whether the actual service appointment may not have happened for several weeks)

If this is your preferred option, select ‘Creating a Preventative Maintenance Case will immediately push forward the Equipment Service Dates from their current values’.


4.3. Parts and Stock Transfer TAB

Service Manager can handle the transfer, allocation and use of stock parts on cases.

Stock Transfer Settings

Last Transfer Number/Unlock: Use in the event of a system crash or overlap of referencing, users can reset the last transfer number to be allocated when transferring parts of a case

Default Origin Warehouse: Populate to default origin warehouse (Sage Stock warehouse/location) to be suggested when transferring stock on a case.

Stock Transfer Transit Warehouse: Specify the default warehouse/location where the stock is held once dispatched but before it has been ‘received’ by the engineer; In the example above ‘In transit’ (Applicable only if ‘Enable parts allocated to a case enabled’) – No Nominal Movements occur when using this internal area as this is only used for allocation purposes)

Stock Transfer Internal Area: Select which Sage 200 Standard Internal Area to use during Stock Transfer on a case and therefore where nominal postings are made, if applicable.  (Applicable only if ‘Enable parts allocated to a case’ enabled) – The nominal movements  that occur, based on the parts being issued initially on a case are; Debit : The Stock nominal as assigned on the stock record  and Credit : The nominal Assigned to the Internal Area

Enable Courier Selection: enable this setting if you wish to set up Couriers within Maintenance – Maintain Couriers. (This is primarily used for stores, to state preferred courier to be used when shipping stock/parts to either the engineer or to the customer direct, i.e. UPS, DHL, Parcel2go, DPD)

Enable Delivery Code Selection: enable this setting if you wish to set up Delivery Codes within Maintenance – Maintain Delivery Codes. For example, if the service admin team, needs to let stores know how quick to get parts to an engineer or customers site etc. i.e. Next Day, 2-3 Days

Parts Settings

Enable parts allocated to case: If enabled, when creating a case an additional tab will appear, allowing users to allocate, transfer and dispatch the parts (stock) required to a case and an engineer. NOTE: If NOT enabled, parts (stock) can still be added to the case but no transfer/dispatch to engineer/customer options available.

Internal area for parts used on case: Select which Sage 200 Internal Area is used when Parts are confirmed as used on a case.

P & L Nominal for Issued Used Parts: NB: only enable if you, as a company, have ‘Integrate Stock Management with the Nominal Ledger’ switched on in Stock Control>Utilities>Stock Control Setting>Options Tab.

Default which P & L nominal account will be debited when parts are Used on a case but not invoiced (customer may have fully inclusive contract where parts are not charged). This can be used to ensure that stock costs are posted to a P&L nominal account if using a BS nominal account for the Used Parts internal area.

It is not possible at this time to specify’ use cc/dept. as specified on the customer’s record, which is a Sage feature for SOP. Reason being is that there are too many variables, such as the case may be logged against one s/l account but it’s being billed to an another

For those who are needing to reflect on costs against that customer, then Job Costing will provide this information either on the Contract Job or the Non Contract Job for the customer.

Used Parts appear on Sales Orders as:  

Options as to how the parts to be invoiced are actioned:

Free Text line: (Stock Issue) Parts will be included on the Sales Order as Free Text Lines, displaying the Stock Code Description but not the Stock Code and the line can be edited; within the relevant Job Costing Job it will be seen as an Issue.

Stock Lines (Returns parts and adds them to SOP): (Stock Item Sale and, if switched on, a cost of sale transaction). Parts issued to the Case will be temporarily returned to stock and then added back as a Stock Line on the Sales Order in order for proper costing to take place. Select this option if the company wishes to record Cost of Sales; within the relevant Job Costing Job it will be seen as a Cost of Sale.

Sales Order Line nominal for free text parts: Specify which nominal codes cc and dept. to be used when parts are added to a case, that were added as free text parts (Non stock items) , when charged on a case, and thereafter a sales order , through to the nominal


4.4. Expenses TAB

Service Manager Expenses TAB Settings

Expenses Settings

Sales Order Line nominal for Expenses: Specify which nominal code cc and dept. to be used when expenses are added to a case which are to be charged on to the customer and thereafter a sales order , through to the nominal


4.5. Job Costing TAB

If using Sicon Contract Manager, you have the option to create a Job per Contract or a Job per Contract Line. For Non-Contract cases, associated costs can be captured in the Sicon Job Costing module by linking them all to a single Non-Contract Job or linking to a Non-Contract Job per Customer (recommended option) or per Case.

Sicon Service Manager Help and User Guide - Utilities - Job Costing tab

Job Costing Options

Default Cases to a Non-Contract Job: If enabled the system will link all non-contract linked cases to one single job

Non-Contract Job per Customer: (Recommended Option) if enabled, you would have one non-contract job per customer, and all non-contract cases per customer would be linked to that customer’s job

Non-Contract Job per Case:  if enabled, when a non-contract case is saved, a separate Job for each case will be created in the Sicon Job Costing Module. Note: The Job Description will auto-populate with the text entered in the Case Details Summary.

Enable Warranty Costing Headers: If enabled two additional options are enabled under the Job Header Defaults section. When parts are issued to these warranty cost headers, within Job Costing a report could be run to see what cross charges back to the manufacturers /your suppliers need to be invoiced; for costs incurred for your call outs for faulty equipment during the manufacturer’s warranty period and, where you have an agreement, what you can invoice them for.

Non-Contract Job:  
Based on settings above, specify which Job Costing Job to post to.

Revenue & Costs Job Header Defaults

Revenue

Defaults to determine which job headers will be used when Parts, Labour and Free Text items are invoiced on a Sales Order (from a case). We recommend you consider having a separate revenue cost header for Service Manager case, if you wish to analysis separate to standard SOP revenue for example.

Cost

Parts:  Not selectable here as the system uses the defaults set either against the Stock Item Code or the Job Costing Default

Labour: not selectable here as the system uses the defaults set either against the Service Stock Item or the Employee in Job Costing

Warranty Parts: If you are able to reclaim against parts still in warranty from Suppliers, it is recommended you have a separate Job Costing cost header set up e.g. WAR-PARTS, which would then allow you to create warranty reclaim reports from within Job Costing.

Warranty Labour:  As above, but to cover any labor that can be reclaimed e.g. WAR-LAB


4.6. Returns and Repairs TAB

These settings relate to sites where equipment is returned/removed from site for repair. Tick Enable returns and repairs to display the options available.

Sicon Service Manager Help and User Guide - Utilities - returns and repairs tab

Return Items to Account/Location:  Would need a sales ledger internal account set up, in order for the equipment that is being return for repair to be allocated to, whilst under repair (this is because equipment ideally should be assigned to a customer at all times, and although you can simply un-assign equipment, we do not recommend it).

Write Off Category:  If equipment is un-repairable, select a default stock write off category.

Returns Internal Area: Internal Area to show where the returned equipment is located (i.e. Quarantine, Inspection or Service case repair).

Returns Locations/Faulty parts Location: Default a Sage 200 stock warehouse (would recommend setting up a unique one for fault parts brought back, in order to run a stock, take to show what stock /parts is sitting in returns area).

Returns Locations/Good parts Location: Default a Sage 200 stock Warehouse (would recommend setting up a unique one for parts brought back that are in a useable condition, (but need to be inspected before transferring to main stock in order to be available for resale).


4.7. Analysis Codes TAB

Sicon Service Manager Help and User Guide - Utilities - Analysis Codes tab
Sicon Service Manager Help and User Guide - Utilities - maintain SOP Anaylsis Codes

The Service Manager module uses Sage SOP analysis codes as well Service Manager Analysis codes.

If you are billing customers from the Sicon Service Manager module through to SOP, the Sales Order header can be stamped to show derived from the Service Manager case, using standard Sage SOP Analysis fields.

  • Create the codes in Sage ASM – Settings – Maintain Analysis Codes,  ensuring they are set as ‘Enter Free Text’
  • Select the codes within Sage SOP – SOP Maintenance – Maintain Analysis Codes, ensuring they set to ‘Allow Analysis Code to be amended for each Order/Return’.
  • In Service Manager settings, select from the drop down on Default SOP Header Analysis Code the default SOP analysis code to populate the SO header and  enter the free text value  in Default SOP Header Analysis Code Field Value that you wish to populate SO header.
  • In Service Manager settings, select from the drop down on SOP – Case Number Analysis Code the default SOP analysis code to populate the SO header with the Case number/reference.

Service Manager Analysis Codes can be set up within the module (do not feed into standard Sage) and can be selected at Case and Equipment level for filtering and reporting purposes.


4.8. Cover Types TAB

This tab should be used to set defaults for various aspects , Cover Types, call out charges , whether parts and / or labour included amongst other things , but it’s important to note that these are system defaults to cover instances where specifics to customers or contract lines have not been configured and its very much a case of ‘ if nothing is entered else where the defaults set here will be used’

Each cover type created in addition to the system default ones should be configured on an individual basis to suit your companies requirements .

Cover Types are configurable and explained in detail within Maintain Cover Types,

Important Note : If there is a situation where a contract line is set up with a certain cover type but the contract line has expired, even if the equipment remains linked to a contract line because the line has expired the system will look to this Non-Contract Default to determine what charges apply to a Contract Case.

Enable amending Contract Cover Options: if this is not ticked/enabled, on the Billing Info tab on the Case, the Contract Cover Type will be greyed out and users will not be able to amend the options displayed (If you do not want users to change the cover type; which in turn could change what charges apply for parts and labour, we recommend you do not tick this).

Prefer Customer Cover Type (if available) over Default Non-Contract Cover Type for Non-Contract Cases: If this setting is enabled, new Non-Contract Cases will pick up the default customer Non-Contract Cover Type if populated on the SL – Customer Details – Service Manager tab.


4.9. Appointments TAB

Sicon Service Manager Help and User Guide - Utilities - Appointments Tab

Appointment settings show how various fields/information is displayed in the diary.

Appointment Options

Enable Appointment Confirmation:  function to show a distinction in the diary between scheduled internally but not yet confirmed with customer and confirmed with customer appointments

Schedule Engineers to arrive X minutes before appointment: In example screen shot above we have entered 10 (minutes), which in turn would block out his availability for 10 minutes before his scheduled time of arrival

Include travel in Working Day: If enabled the work appointment duration will be reduced by the amount of travel time

Use Actual hours instead of actual start and end time: If enabled when confirming time worked instead of enter from and to hours ‘actual time worked ‘users would enter ‘Time booked ‘in number of hours’ for example instead of entering Actual Start 09:00, Actual end 15:15 you would enter Time Booked 6:15

Allow Appointments to be created in the past: If enabled, will allow historical appointments to be created.

Scheduler Display

Show Icons for confirmed appointment: if enabled, appointments show as a tick for confirmed or as a cross for unconfirmed. If this setting is not ticked, appointments show as clock start/end times.

Hide travel information: if enabled, when scheduling an appointment, you are not prompted to enter any travel details.

Auto Refresh Scheduler by Default: the diary/scheduler will be refreshed automatically as per the time in seconds on the diary view. If this setting is not enabled, the diary/scheduler can be manually refreshed.

Show Resources on Scheduler: if enabled, Job Costing “Other Resources” will be available to display on the scheduler (See Maintain Employees).

Note: Other Resources are items that you as a company need to book out for the engineers to take with them, for example, if you are sending out engineer to dig up a road, they may need to take with them ‘portable traffic lights’ and you only have a limited number of them/they don’t carry them on their van and therefore you need to schedule/book them out

Appointment Subject Field: can be defaulted to the Case Number, Customer or Case Number and Customer

Google Distance Matrix API Key: Travel appointments now have postcode-based mileage and duration estimates that are calculated using the Google Distance Matrix API.  [The Google Distance Matrix API is a Google service that provides travel distance and time for a matrix of origins and destinations. The information returned is based on the recommended route between start and end points, as calculated by the Google Maps API, and consists of rows containing duration and distance values for each pair. The Distance Matrix API has daily limits in place, (as of Jan 2017, the daily limit was stated on the google website as being 2500 elements /clicks) in per 24hr)

Disable Google Location Search: If ticked, the Google location options will be disabled on Travel Appointments and users would manually enter postcodes, values

Costing/Billing

Default service stock item for chargeable time: select the default service stock item that will be used for billing and shown on the Sales Order when billing chargeable time

Example : SRVMANCHRG ( Stock Code)  Service Engineers Time Charged (Stock Code Description)

Default warehouse for labour service stock Item: select a default warehouse when billing the chargeable time. Sage requires a warehouse/location for all stock codes even service items.

Example We recommend a warehouse/location set up along the liens of ‘Service’ to avoid confusion with proper stock items/proper warehouse’s

Default service stock item for callout Charge: select the default service stock item that will be used for billing and shown on the Sales Order when billing chargeable time

Example : CallOutCharge (Stock Code) – Call Out Charges (Stock Code Description)

Warehouse for Callout Charge: select a default warehouse when billing the callout charge as chargeable time.

Example We recommend a warehouse/location set up along the liens of ‘Service’ to avoid confusion with proper stock items/proper warehouse’s

Hide Labour Rates on SOP Lines: when ticked, employee labour rates will not show on the Sales Order, but instead will show as a total value to be charged:  Example £150 Rather than 3 hrs @ £50

Use Charge Rates/User Work Patterns:  rates can be drawn from the employee’s Charge Rates or in accordance with their work pattern as defined in Job Costing. If work patterns are assigned in Job Costing, and for example a normal day work patter is 9-5 and rate 1 applies, and after 5pm to midnight rate 2 applies and where on an appointment time entered cross overs those two work pattern types, then the different rates will be collated

Default charge rate: a default rate can be selected to populate all appointments.


4.10. Scheduler TAB

These settings relate to the diary when scheduling appointments.

Sicon Service Manager Help and User Guide - Utilities - scheduler tab

Note: If you tick this option, we recommend you fill in all the fields on this tab, [ Email Options and SMTP Settings ] if you simply tick ‘enable’ but do not populate the rest, after you have scheduled an appointment the system will be looking for email addresses on the employee / sub-contractor and then looking for your email configuration, and if one, or neither exist the system will throw a warning

Enable Appointment Calendar Email Invites: An email will be sent to the engineer when an appointment is entered into their diary. This would be used where no mobile devices are being used (Tablet user’s/Service Manager named mobile users) and you wish to send your engineers an outlook diary invite for the scheduled appointment/his work appointment. Alternatively, if you do have 3rd party sub-contractors, and they are configured as such in Job Costing maintain employees, then you may want to send them an outlook diary invite when you have scheduled them.

So for training etc, unless you are looking to send external email invites then consider not using this function

Max Engineers Displayed: The number of engineers displayed per page on the scheduler can be restricted if required.

Default Appointment Start/End Times: a default start/end time can be set but can also be overridden on each appointment i.e. if your normal full day on site for an engineer is 9am – 5pm

Allow Schedule Conflicts: Enable if you allow conflicting appointments to be scheduled. This could be used where service admin schedules calls in the diary, but only confirm with customers at the end of the day.

Email Options and SMTP Settings:

The image above shows an example of the configuration details which would be provided by the company’s I.T department. Note: these details should not be enabled until this feature is to be used (although in preparation the details can be obtained from your I.T department / populated).

Originally this area of the module was designed so that where 3rd parties/sub-contractors were used by the company to visit clients on their behalf (and parties did not have access to Service Manager within Sage or the company’s tablets), that Service Manager administrators could send them an appointment invite via Microsoft Outlook/Office 365. However, it can also be used to send the company’s own engineers an appointment invite so it appears in their company calendars (such as Outlook) as well as their Service Manager scheduling diary.

Sender Name –  When the email invite is sent out , the details entered within this field are those seen as the sender (From) of an email  to the engineer /or another receiving the email invitation

Email address – Is the email address from which the email invite goes from (Needs to be a valid email address) If within the service admin team there is just one person, this could be their own email address, but if companies prefer it to be generic it could be something like servicedesk@thecustomers.co.uk

SMPT SettingsHost details: Enter the details of the company’s email server that the email will be sent through/from The Companies I.T department will need to provide this information 

SSL  – Enable to sends emails securely using SSL The Companies I.T department will be able to confirm if this is required

User name & Password :- The user name and password used to logon to the SMTP Sever This is often the same as the senders email address but the I.T Department will be able to confirm


4.11. Mobile TAB

The ‘Enable Service Manager Mobile Features’ within this screen enables the tablet interface, which will allow both online and offline use.  The engineer will sync tasks to and from the tablet when a Wi-Fi or mobile signal is available. When offline, the work carried out will be queued and processed when a connection is available.  Tablet licenses are purchased separately to the Service Manager Module for Sage 200 these are priced on a named user basis. Note: before configuring mobile access, ensure the engineers have been added as Employees (Maintenance – Maintain Employees).

Enter the Mobile Enable String, enable and then tick the box ‘Enable Service Manager Mobile Features’.  To Add Mobile Users, click the Add button and select an engineer. You can choose any Username and Password as required. This is the user name they will use to log into the Mobile site. Click Save on the user details. Ensure to tick the ‘Enabled’ box for any users you have added that you wish to be able to log in as they are disabled by default. Note you can add as many Engineers as you like and then enable those as required and in line with the number of licenses. Lastly, click Save on the settings screen. This completes the configuration of Service Manager mobile and these settings can be changed at any time by accessing this screen.

For further instructions on using mobile devices to access Sicon Service Manager, go to the section 14.Engineers Tablet.

Enable Appointment Box Tracking: if enabled, boxes/equipment that are left on site to be collected later can be tracked e.g. too large/heavy to get on van and need collecting. Once enabled, engineers will be able to record on their tablet that they have left x number of boxes on site and add notes.

Automatically send Engineer Report to customer upon Mobile Appointment Completion: Due in a future release , at which time, If enabled the engineers job sheet will be sent as part of the confirmation email. (See important Note 2)

Note 1 In the current and previous release this feature due to some technical issues with connectivity from engineer tablets /api methods , however we are looking to re-introduce this feature  using different methods after which it will possible to enable

Feedback from a lot of customers is that they would not want their engineers to send a report automatically as soon as they have on their tablet ‘work appointment completed done’ but instead the service / admin desk would prefer to check what the engineer has written and email the case customer/contact  ‘work report’  which is labelled ‘ Generate Report as per screen shot below themselves from within the case.  (See Appointments and Labour). But given new technologies coming soon, and new methods available we will be able to add this feature back in, but it will be added with a system setting so companies have the choice as to whether to enable or not

 

 

Require Arrival Signature: if enabled, the engineer will need to get an electronic signature before being able to proceed.

Automatic Appointment Start/End Times: if enabled, engineers’ time will be captured automatically by time of customer’s signature at arrival/departure.

Raise a Tracking Note when Engineers arrive On-Site: if enabled, a tracking note will be automatically generated against the case when an engineer arrives on-site for an appointment with the option to specify the Case Tracking Status.

User Agreement Text: text entered here will appear on the engineer’s tablet when the engineer is required to obtain an arrival signature.


4.12. Email TAB

Auto generated emails can be sent to the customer when the Case has been created and/or when the Case has been completed. Templates for these emails are stored/designed in Service Manager – Maintenance – Maintain Email Templates.

Sicon Service Manager Help and User Guide - Utilities - EMailTab


4.13. CRM Tab

For those users running Sage 200 CRM the Service Manager can create service cases into this application using CRM workflows. If customers are looking to use this feature additional consultancy would be required both for the CRM side and Service Manager side. In summary

  • Newly Created fields in CRM would have specific names
  • A Sicon Service Manager Service is installed
  • CRM fields would be initially flagged (in background) with a field identifier with 1
  • CRM Workflows are then used within crm to log cases, progress cases to a point a case needs to be created (within Sage 200), at that point users would use the workflow stage ‘Create case within Sage 200’ this would then trigger the hidden field identifier number 1 to 2
  • The Sicon service then sees there is a field that has a 2 in, and it collects it and pushes it to Service Manager within Sage 200 and create a case
  • Thereafter all actions on the case would be handled in Sage 200, not CRM

For more information on this feature please contact your Business Partner.


5. Utilities - Import Cases/Import Equipment/Import SOP Addresses


5.1. Import Cases/ Import Equipment/Import SOP Addresses

Using the templates built into the module users can generate a csv import to import:

  • Cases
  • Equipment items and details of customers linked to customers
  • SOP delivery addresses which are used for the Equipment location as well as sub-locations where applicable

When selecting the template routine, the system will prompt you to save the file with a name, after which users would open and populate the data required.

Sicon Service Manager Help and User Guide - Utilities - Import Equipment


5.2. Enable Module

All Sicon modules are licensed annually with a new enable string required to continue working.  When you have been issued with your new key, select this option and enter/copy and paste the code into the new enable string field.Job Costing & Contract manager (which are part of the Service Manager suite) are currently separate enabled modules and all three will be required to license Service Manager annually.

Sicon Service Manager Enable Module


6. Service Desk

Sicon Service Manager Help and User Guide - Service Desk

The Service Desk displays cases based on the filter criteria selected at the top of the screen. The display can also be customised to select the data you want to be visible by right-clicking on the grid to bring up the ‘Edit Grid’ Option and selecting which fields/columns to display. It is also possible to create different views with different configurations. These views are shared with all company users. See View Case for further details.

From the Service Desk, you can:

  • Add – create a New Case
  • Edit – edit an existing case (select Edit or double click on Case)
  • Schedule – schedule an appointment on the case
  • Print – either a Customer Case Details or Engineer Case Details Report
  • Copy – create a copy of an existing case
  • Cancel – cancel a case but a reason has to be stated and the case number will be lost
  • Put on Hold – when putting a Case ‘On Hold’ or taking it ‘Off Hold’, a Tracking Note explaining why will need to completed.

7. New Case

To log a new case, select New Case from the menu (alternatively see New Case via Equipment and Create a Case via Standard SOP).


7.1. Case Details

Users can create a new Case by first selecting the Customer and then proceed to populate the fields as required. Note: the field values will be related to the information you will have set up within the various Maintenance menu options together with your Service Manager Settings.

Information recorded on the case includes the following:

  • link to a Contract, to a specific Job or mark as Non Contract
  • record a customer Purchase Order number
  • assign to a customer’s location (SOP delivery address) and if applicable sub-location
  • enter a Summary description of the fault
  • select a Case Type; case Priority; an SLA; a Fault Code and link to a Skill;

The case can then be assigned to a Sage User Team and Sage User (internal responsibility for managing the case) in conjunction with the External Team I.e. Field Engineers (see Maintain Teams).

You must then click Save to create the case number and enable the other tabs.

Sicon Service Manager Help and User Guide - New Cases


7.2. Tracking

Use tracking notes to record case information/activity, all tracking notes are recorded with the date, description, details of who created the notes and status and can only be modified if enabled in Service Manager Settings.

Sicon Service Manager Help and User Guide - Case Tracking

Status: change the case status from the dropdown selection (as defined in Maintain Case Tracking Status)

Re-assign Case: can be reassigned to a different Sage User Team (Internal) and or Sage User.

Reschedule Case: Cases can now be marked as requiring Reschedule, where an engineer may have already attended site but now awaiting a return appointment to be rescheduled. Case will reappear on the Diary for scheduling and will appear on the Service Desk with a Case Status of Reschedule. Note: a button will appear to ‘Cancel Rescheduling’ at the bottom of the Case Details screen when applicable.

Visible to Engineers:  if ticked, tracking notes will be visible to the engineers on their mobile device

Visible to Customer: Currently, simply a flag which could be added to existing, new or customer reports / layouts from within Sage 200 report designer

Time Spent: Time can now be associated with a Case Tracking Note, causing an Additional Labour line to be added

to the Case with a specific Charge Rate. Note: The Sage User adding the time on the tracking note will need to be linked to an Employee (Maintain Employees – Details tab – Sage User).


7.3. Case Description

Add/Edit/Remove items of equipment to a case on the Case Description Tab. Multiple items of equipment can be added to a single case if required.

In addition, a more detailed description of the case can be documented (un-tick Use Summary Description to enter free text) and Solutions notes can be recorded.

Sicon Service Manager Help and User Guide - Case Description

View Stock Item: displays the item details if the selected equipment is a Sage stock item

View Item Visit History: full case history details will be shown for the selected equipment

Print: Customer and Engineer Case Detail reports (can be edited with Sage Report Designer)

Return/Repair Equipment: a work flow can be followed for equipment that needs to be removed from the customer’s site returned for repair.


7.4. SLA

If an SLA (Service Level Agreement) is applied to the case, it is possible to see the response timescales visually represented on the case SLA tab. This will also show any Advanced SLA triggered by a Tracking Note Status (see Maintenance – Maintain Case Tracking Status).

Sicon Service Manager Help and User Guide - SLA


7.5. Emails

Emails can be sent to customers to keep them updated with the Case progress. Select the required template from the dropdown at the top of the page but if required, the text can be edited before sending.

Templates for these emails are stored/designed in Maintenance – Maintain Email Templates.

If required, the system can auto generate Case Generated and/or Case Completed emails to be sent to the customer when a new Case is created and/or when a Case has been completed (see Settings – Email).

Sicon Service Manager Help and User Guide - Case Emails


7.6. Appointments and Labour

All scheduled appointments and completed labour/hours will be listed on the Case Appointments and Labour Tab. Additional labour incurred on a case outside of a scheduled appointment can be recorded on a case if required by selecting add on Additional Labour. This will then be captured by Job Costing and can be billed out if appropriate.

To schedule a new appointment, click on Add. If there are scheduled/unscheduled cases for this location, a screen will appear to show the details, allowing efficient scheduling of engineers or to help avoid duplications.

Sicon Service Manager Help and User Guide - Case - Appointments and Labour

This will bring up the Schedule and depending on various filters, show the available engineers. Double click on the appropriate day for the appropriate engineer and this will open the Appointment Screen. Note: many of these fields can be defaulted see Utilities – Settings – Appointments.

Sicon Service Manager Help and User Guide - Case - Appointments and Labour - Work Appointment

 The right hand side ‘work details’ will only be visible when Service Manager mobile enabled

Subject: will show either Case Reference, Customer or Case and Customer depending on selection made in Service Manager Settings – Appointments

Start and End Time:  a default start and end time can be set in Settings – Scheduler if required.

All Day Event: Simply hides the start time and end time, and uses the ‘Default Appointment Start/End Times as specified in settings’

Label: select type of appointment (as defined in Maintenance – Maintain Appointment Labels)

Resource: the engineer can be changed if required and more than one engineer allocated to the appointment if required.

Appointment Confirmed: only confirmed appointments will appear on the Engineers diary on their tablet. Unconfirmed appointments will still appear in the Diary/Scheduler

Billing: information can either be populated directly from the engineers completing the appointments on their tablets or entered manually. If no further work is required, the appointment can be marked as Work Complete. A customer can be asked to acknowledge whether further work is required or work is complete.

Hours Booked to Equipment: Where a case has been created and multiple pieces of equipment assigned to case wen time is booked within the Billing areas of the screen users can (not mandatory) choose to against each piece of equipment and enter the time against each item (See screen shot above as an example)

Travel: Travel to and from site can be calculated separately to accommodate moving from one appointment/customer to another.

Work Details (Only Visible when Service Manager Mobile Enabled)

Work Details section on the appointment will only appear if the ‘Enable Service Manager Mobile Features’ is enable in the system settings (Utilities – Settings – Mobile tab).

Signature: fields will be populated from the engineer’s tablet when synched.

Equipment Reports: any questions relating to equipment will be listed and can either be auto populated from the engineer’s tablet or completed from this screen. (See Maintenance – Maintain Equipment Questions for further details.)

Work Done:

Further Action/Acknowledged: If “Further Action” is populated, the appointment will be considered as “Requiring Further Action” and will appear in the Appointment List search for “New Further Action” until it has been acknowledged.

Note: If Mobile Is not enabled, only left hand screen of screen shot above will appear) and on the work appointment see an acknowledge button underneath “time booked”, which is linked to the “Work acknowledged” field.


7.7. Parts

On the Parts tab the stock items required for the repair can be managed by first

  • Adding Parts to a Case – Add/Allocate/Print Picking List/Dispatch/Receive Transfer

Followed by

  • Action Parts – Use, Leave on Vehicle or Return

7.8. Add Parts to Case from Engineer Warehouse

Click on Add to Case and select from the pop up menu.

Sicon Service Manager Help and User Guide - Case - Add parts

From Engineer Warehouse: Stock can be added from an Engineer Warehouse or if required, untick User Engineer Warehouse and all available warehouses will show in the dropdown. Stock levels are shown for each item.

Having chosen the stock item and the quantity required click the Allocate button.

Sicon Service Manager Help and User Guide - Case - allocate an engineer

 


7.9. Emails

Emails can be sent to customers to keep them updated with the Case progress. Select the required template from the dropdown at the top of the page but if required, the text can be edited before sending.

Templates for these emails are stored/designed in Maintenance – Maintain Email Templates.

If required, the system can auto generate Case Generated and/or Case Completed emails to be sent to the customer when a new Case is created and/or when a Case has been completed (see Settings – Email).

Sicon Service Manager - Cases - Emails


7.10. Appointments and Labour

All scheduled appointments and completed labour/hours will be listed on the Case Appointments and Labour tab. Additional labour hours can also be linked to a case if required.

To schedule a new appointment, click on Add.

Sicon Service Manager - Cases - Appointments and Labour

If there are scheduled/unscheduled appointments for this location, a screen will appear to show the details, allowing efficient scheduling of engineers or to help avoid duplication. Either View or Close.

Sicon Service Manager - Cases - Appointments and Labour 2

This will bring up the Schedule and depending on various filters, show the available engineers. Double click on the engineer and day/time to open the Appointment Screen.

Sicon Service Manager - Cases - Appointments and Labour Schedule

Sicon Service Manager - Cases - Appointments and Labour Work Appointment

Subject: will show either Case Reference, Customer or Case and Customer depending on selection made in Service Manager Settings – Appointments

Start and End Time:  a default start and end time can be set in Settings – Scheduler if required.

Label: select type of appointment as defined in Settings – Appointments

Resource: the engineer can be changed if required and more than one engineer allocated to the appointment if required.

Appointment Confirmed: only confirmed appointments will appear on the Engineers diary on their tablet. Unconfirmed appointments will still appear in the Diary/Scheduler

Billing: information can either be populated directly from the engineers completing the appointments on their tablets or entered manually. If no further work is required, the appointment can be marked as Work Complete. A customer can be asked to acknowledge where further work is required or work is complete.

Travel: Travel to and from site can be calculated separately to accommodate moving from one appointment/customer to another.

Work Details: fields within the Work Details section of the Appointment are populated from the engineer’s tablet but the Equipment Reports/Questions can be edited from this screen and a summary report of work completed printed.


7.11. Parts

On the Parts tab the stock items required for the repair can be managed by first

  • Adding Parts to a Case – Add/Allocate/Print Picking List/Dispatch/Receive Transfer

Followed by

  • Action Parts – Use, Leave on Vehicle or Return

7.12. Add Parts to Case

Sicon Service Manager - Cases - Add parts to case
Click on Add to Case and select from the pop up menu.

From Engineer Warehouse: By selecting the Engineer Warehouse you can pick from the stock items available in that engineer’s warehouse. Stock levels are shown for each item.

Sicon Service Manager - Cases - Allocate Engineer Stock

Once allocated the items will be listed on the screen. If you have made a mistake you can ‘Unallocated and Remove’ the item using the button at the bottom of the screen.

Sicon Service Manager Help and User Guide - Case - allocate an engineer 2


7.13. Add Parts to Case from Stock Transfer

Stock Transfer is used to add, allocate and dispatch parts to either the customer direct or via the engineer warehouse location. The Sstock Transfer reference is standard Sage functionality and will be populated once the transfer process starts. The Description will be populated with the Case Reference number and the Customer account number.

Sicon Service Manager Help and User Guide - Case - stock transfer

Transfer Destination: select where the parts being added to this case need to be transferred to. The address associated with the ‘destination’ will then be shown on any despatch notes produced e.g. for stores to know where to ship the parts in operation for the engineer’s work appointment

  • Deliver to Warehouse: parts will be transferred to the warehouse you select underneath the Despatch Date. If Track with Engineer Warehouse ticked, this will be the warehouse associated with the engineer you’ve selected.

         *Using this option will require the engineer (or admin) to Receive the part prior to it being Actioned as ‘Use Part’ / ‘Leave on vehicle’ / ‘Return Part’

  • Deliver to Case Customer: If selected the system will use the case customer’s address, or the case specified on the case.

         *Using this option will require the engineer (or admin) to Receive the part prior to it being Actioned as ‘Use Part’ / ‘Leave on vehicle’ / ‘Return Part’

  • Transfer directly into Warehouse: As deliver to warehouse, but the difference is that selecting this options requires no “Receive” function, the despatch process immediately receives into the target warehouse.
  • Deliver to Sales Ledger Account: If selected the system will allow the user to pick a different Customer/Sales ledger address (for example… engineer has 2 appointments for a day, 2 different Service Manager cases, both with parts….   But engineer wants parts for both case 1 & 2 delivered to the first appointment….  So on case 2 by selecting ‘deliver to a sales ledger account’ the user can select site 1’s address to be printed on the despatch note

         *Using this option will require the engineer (or admin) to Receive the part prior to it being Actioned as ‘Use Part’ / ‘Leave on vehicle’ / ‘Return Part’

  • Deliver to Purchase Ledger Account: as deliver to Sales Ledger Account
  • Free Text: the system will allow the user to enter a manual address which in turn will appear on the despatch note (for example engineers home address, if the parts are being shipped to their house ahead of the appointment)

         *Using this option will require the engineer (or admin) to Receive the part prior to it being Actioned as ‘Use Part’ / ‘Leave on vehicle’ / ‘Return Part’

From Warehouse: select a warehouse from where the part should be Picked/allocated/despatched.

Despatch Date:  select the date the part should be despatched.

Warehouse Destination/Engineer:  select the destination warehouse that the part is being sent to. Note: if ‘Track with Engineer Warehouse is ticked, a list of Engineers will appear in the dropdown and the part will be sent to the warehouse associated with that Engineer on their employee record (See Maintain Employees).

Requested Date:  enter the date the part is required by.

Courier: if required, select the courier that the stores team/staff should use to despatch. Note, this option will only be visible if ‘Enable Courier Selection’ is enabled in the Utilities- Settings – Parts and Stock Transfer Tab. The dropdown can be configured in Maintain Couriers.

Delivery Code: if required, select the delivery timescale that is required when despatching the part. Note, this option will only be visible if ‘Enable Delivery Code Selection’ is enabled in the Utilities- Settings – Parts and Stock Transfer Tab. The dropdown selection can be configured in Maintain Delivery Codes.

Select the stock code/part required, select the quantity and once allocated you can ‘Print Picking List’ for stores to pick the stock items.

Once picked, ‘Dispatch’ the stock transfer using the button available and print the Dispatch Note (automatically created for the transfer).

Sicon Service Manager Help and User Guide - Case - stock transfer. 2

Once dispatched this transfer will be held in the ‘In Transit’ warehouse configured in the Service Manager settings.

The engineer needs to receive the parts before using and therefore the status can be updated via the tablet interface or manually by the service administrators within the Service Manager case by selecting ‘Receive Transfer’. The part will then be available to use on a case (See Action Part).

Sicon Service Manager Help and User Guide - Case - stock transfer. 3

Stock Part Not Available.

Stock item shortages on cases can be listed using the report ‘Case stock item shortage’. Shortages can also be handled by the Sicon Material Planning module (if installed) and drive demand for suggested purchase orders to satisfy the shortage.

In addition, a PO can also be raised directly from the Service Manager module.

Sicon Service Manager Help and User Guide - Case - stock transfer. 4

The Case Parts will now show that line status as PO Generated.

Sicon Service Manager Help and User Guide - Case - stock transfer. 5

Once the goods are booked in to the Stock system, they will be automatically allocated to the case and the Parts line on the case will now show awaiting dispatch. Once dispatched and received by the engineer they can then be actioned (See Action Parts).

Sicon Service Manager Help and User Guide - Case - stock transfer. 6


7.14. Add Parts to Case from Found Stock

Found Stock can be used to book parts into either the engineer’s warehouse/van or a specified alternative warehouse that have been ‘found’ e.g. on the engineer’s van.  Found stock can also be Returned from this screen (see Action Part for further details).

Sicon Service Manager Help and User Guide - Add parts to case
Sicon Service Manager Help and User Guide - Add parts to case 2


7.15. Action Part - Use Part

Once a part has been added to a case, it needs to be ‘actioned’. A case cannot be completed and closed until all parts have been actioned.

The screen can be filtered as required by selecting the appropriate tab and radio buttons.

Sicon Service Manager Help and User Guide - Action part

If the part is ‘used’ you need to specify the quantity, the equipment item it was used on (as there can be multiple) and the appointment it was associated with (as there can be multiple).

Sicon Service Manager Help and User Guide - Action part 2


7.16. Action Part - Leave on Vehicle

If parts are left on the engineer’s van, this warehouse stock level will be increased by the relevant quantity.

Sicon Service Manager Help and User Guide - Action part leave on vehicle


7.17. Action Part - Return Part

If a part needs to be returned to the main stock warehouse, a return process can be started. The stock will remain on the case and not be added to the main warehouse stock until it has been received, checked and confirmed by the stock management system.

Sicon Service Manager Help and User Guide - Action part return part


7.18. Adding a Free Text Part/non Stock Item to a Case

Where a Non Stock item has been used on a case that you wish to cost for and in certain cases, charge out for, this can be added to a case as a Free Text part.

  1. On the Case Parts, select the Used Parts tab
  2. Click Add
  3. Select Free Text – enter the Description, Cost Price and Qty as required. If the Unit Price (price to charge to customer) is not known/agreed at this point, this can be entered as 0.00 and amended at the point of billing. If a PO also needs to be raised to cover a purchase, tick Raise PO with supplier and select from the dropdown.
  4. Select which Equipment the part was used on.
  5. Select the Appointment the part was used on.
  6. Click Add.

Sicon Service Manager Help and User Guide - Addin a free part

The part will be added to the Used Parts on the case and if Raise PO was not selected, no further action is required. The part will be available for billing on the case.  If the part needs to be removed, select Un-Issue. If a PO needs to be raised select Generate PO.

Sicon Service Manager Help and User Guide - Adding a free part 2

Once the required delivery date has been selected either from an appointment (with option to pick required x number of days before) or manually entered, Create the Purchase Order/s as required. The POP order will link to the Job Costing job as linked to this case, thus capturing the costs.

Sicon Service Manager Help and User Guide - Adding a free part 3


7.19. Expenses

Expenses can be added to a case in order to capture these additional costs. Expense types can be configured in Maintain Expense Types. In addition, a PO can be raised (At the point of adding*) to cover the expense if required.  Expenses could be things such as parking costs incurred during appointment, and need to be recorded against the case and where required charged on, or such a type of expense that needs to have a PO raised against it as an invoice from a supplier will follow

Note: The ‘Raise PO’ has to be selected at the point of adding, currently cannot be added retrospectively.

Sicon Service Manager Help and User Guide - Expenses


7.20. Analysis Codes

If Analysis codes have been configured within the Service Manager settings, users can assign the appropriate code/s to the case.

Sicon Service Manager Help and User Guide - Case - Analysis Code Tab

Sicon Service Manager Help and User Guide - Case settings - analysis codes


7.21. Billing Info

The Billing Info summary screen displays the settings which will dictate how the case is billed out through Sage SOP when selecting ‘Generate Sales Order’ from the Service Manager menu. If required, the Case can be billed out to a different Sales Ledger Account than the one the case was raised against by selecting an alternative Billing Account. Sales Orders previously raised against the case will be displayed.

The Cover Type will be dictated by the following defaults but can be changed per case if required:

  1. whether the equipment is covered by a Contract and therefore the cover type is set per Contract Line Note: can be changed per case if permission has been enabled (Settings – Cover Types – Enable Amending Contract Cover Type).
  2. The Customer’s non contract Cover Type (SL – Amend Account – Service Manager tab)
  3. The system default non contract Cover Type (Settings – Cover Types)

Sicon Service Manager Help and User Guide - case - billing info


7.22. Billing Summary

Chargeable labour and parts will be listed on the Billing Summary, displaying invoiced and to be invoiced quantities and values.

Sicon Service Manager Help and User Guide - case - billing summary


7.23. Quotes

Quotes for Stock items, for Free Text Items or for a Callout Charge can be added to a case and printed. A reference will be created using the case number and a quote version reference e.g. 000000044/1. Once printed, the quote cannot be edited but only re-printed. If subsequently you need to requote the customer, there are 2 options:

  • for a completely new part/service, use New Quote which will give the related version number 000000044/2

Or

  • For requoting the original part/service, use the Copy Quote function which will give a related version number e.g. 000000044/1/1

Note: At this time there is no method to flag items on a quote and move to parts added parts to the case

Quotes can be flagged thereafter as Won, Lost, Replace or Deleted.

Sicon Service Manager Help and User Guide - Case - Quotes

The quote layout within the package is written within standard Sage report designer and can be amended to suit.

Sicon Service Manager Help and User Guide - case quotation


7.24. Attachments

Files can be uploaded as attachments (Files not folders) against a Case and displayed as a detailed list or as icons.

Sicon Service Manager Help and User Guide - case attachments


7.25. History

A record of the case history will automatically populate the History Tab and records can be filtered by the ‘Type’ of change made to the case, by Date and by the Sage User who made the changes. It is not possible to change/edit the history.

Sicon Service Manager Help and User Guide - case history


7.26. Memos

Memos can be added to a case. Memos are not included in the case History but the total number of memos will be visible on the tab. Follow up options currently are for reference only, there are no flag notifications. This form is based on a Sage form, but could be included on custom reports.

Sicon Service Manager Help and User Guide - case memo


8. New Case via Equipment (Recommended route)

Users can also create a case by selecting New Case via Equipment and search for the equipment using several filters e.g. Serial Number.

Sicon Service Manager Help and User Guide - New Case via Equipment (Recommended route)

Select the equipment line and click Create Case.  A warning will advise of any current cases on that piece of equipment. Continue to populate the remaining required fields. Note: Cases created via Equipment are only assigned a Case Number once saved and therefore only the Summary tab is accessible until the case has been saved.

Sicon Service Manager Help and User Guide - New Case via Equipment (Recommended route) 2
Sicon Service Manager Help and User Guide - New Case via Equipment (Recommended route)


9. Case List

This is a standard Sage Desktop List to show all cases.

Sicon Service Manager Help and User Guide - case list


10. Creating a Case via Standard Sage SOP

Sage Stock Items marked as ‘Serviceable Items’ on the Stock Item Service Manager tab will automatically create an Equipment Item within Service Manager when sold through standard Sage SOP and those also marked ‘Requires Installation’ will automatically create an Installation Case. When the Sales Order has been saved, a screen will appear allowing you to then edit the details as required. Note: a stock item can be flagged as just being a serviceable item (creates an Equipment Item) but you cannot flag an item as only Requiring Installation; it must also be a serviceable item.

Sicon Service Manager Help and User Guide - Creating a Case via Standard Sage SOP 2
Sicon Service Manager Help and User Guide - Creating a Case via Standard Sage SOP


11. Cases - Generate a Sales Order

To bill out parts/labour/expense against a case, select Generate a Sales Order from the side menu.

Select the appropriate case and select Bill.

Sicon Service Manager Help and User Guide - generate sales order

This will bring up a summary of ‘Billing Items’ that can be charged out in accordance with the Cover Type on the case, which is visible on the ‘Billing Options’ tab. Any expenses added to the case are listed but will not be selected by default and only select if you wish to charge these to the customer. Note: The Select Billing Items screen will also display Appointments that cannot be billed. These items are greyed out and have the reason visible via a tooltip.

Sicon Service Manager Help and User Guide - generate sales order 2

Once the items to be billed have been selected/deselected, click Next.

Sicon Service Manager Help and User Guide - amends order

This in turn will open a Sales Order where additional items can be added if required. In the example below a comment line has been added automatically to include the Case Ref and Summary Description which can be set up in the Utilities – Settings – General tab.

The Sales Order can then be saved and will then process through as standard Sage SOP Sales Order.


12. Cases - View Case

To View a Case only without being able to amend any details.

Sicon Service Manager Help and User Guide - view cases

This screen can be customized to select the data you want to be visible by right-clicking on the grid to bring up the ‘Edit Grid’ Option and selecting which fields/columns to display. It is also possible to create different views with different configurations – once created choose which to use by selecting the appropriate radio button on the grid. Note: These views are shared with all company users.

Sicon Service Manager Help and User Guide - new case 2

Sicon Service Manager Help and User Guide - new case 3

Sicon Service Manager Help and User Guide - new case 4


13. Completed Cases

To complete a case, select Complete Case from the side menu. Select the appropriate case and click on Complete Case at the bottom of the screen.

NOTE: A Service Manager Case can only be completed when there are no outstanding Appointments and all Parts have been actioned. If there are outstanding tasks when Complete Case is selected, a warning will appear and will then take you to the appropriate screen. If there are no outstanding Appointments or unused parts, but the appointment/s have not been billed, the user will be taken to the Generate Sales Order screen.

Sicon Service Manager Help and User Guide - completed cases


14. Cases - Stock Transfers

This menu option can be used to view previous and create new stock transfers on Service Manager Cases as well as Allocate, Pick, Dispatch and Receive Stock Transfers.

Sicon Service Manager Help and User Guide - case stock transfer


15. New Equipment Item/Amend Equipment Items/View Equipment

A register of equipment items is held within Service Manager. Cases can then be directly logged via the equipment, service cases raised according to the equipment service interval, Warranty expiry dates recorded and equipment items linked to lines in Sicon Contract Manager.


15.1. Equipment - Details

Sicon Service Manager Help and User Guide - Equipment TAB

Code/Short Name/Postcode: Customer PL Account where equipment is located.

Location:  the Delivery Address as recorded/maintained in Sage SOP (can also be added via Service Manager – Maintain Locations). Note: once a location and/or sub-location has been saved against a piece of equipment, use the ‘Transfer Equipment’ to change/edit locations if required.

Sub location: a sub location within the site e.g. Main Kitchen, 2nd Floor. This is also part of the Delivery Address as recorded/maintained in Sage SOP.

Contract Details: Item can be linked to an existing Contract and Contract Line

Supplier: a SL account can be linked as the equipment supplier

SLA Details: if the equipment is linked to a contract, the SLA will be displayed but if necessary, the SLA can be overridden per piece of equipment.

Details

Stock Item/Free Text Item: Equipment can be a stock item (with the details pulling through for information only, not adding the item from Sage Stock) or added as a free text item.

  • The Stock Item Code & Stock Item Name are both displayed within the first field from release 17 , in order to enhance searching.
  • If you use the % sign in your search it will look for that character anywhere in those fields (stock code/name) , if not and you start typing and either tab or select search button the system will look for stock code or stock name that that ‘’starts with’ your entered characters

Description: populated automatically with the Stock Item Name or can be free text entry.

Serial No: If you have selected a stock item, and that stock item has previously been sold in your Sage 200 system to the customer for which you are manually adding the equipment to, the system will populate the relevant serial number  or the serial number can be added manually

Installed date: date the equipment was installed on site, this can be added manually , or if the feature enabled, will be pulled through from the sales order when selling the equipment from a sales order

Manufacturer Warranty expiry date:  the warranty expiry date is recorded to enable cases to be logged as under warranty and then parts to be reclaimed from the manufacturer. A Report is also available to list all equipment due to expire from Warranty.

Service Interval: set the frequency and the interval as required.

Last service date: enter the last service date if applicable.

Next service date: this will either populate from the Installed Date or if populated from the Last Service Date according to the Service Interval.

ID Number: this will auto-populate if enabled in Service Manager Settings or can be free text entry.


15.2. Equipment - Analysis Codes

Analysis codes set against the equipment are available depending on Service Manager Settings.

Sicon Service Manager Help and User Guide - equipment analysis codes

Sicon Service Manager Help and User Guide - equipment analysis codes 2


15.3. Equipment - Attachments

Documents can be added to the equipment record and displayed as icons or listed details.

Sicon Service Manager Help and User Guide - equipment attachments


15.4. Equipment - Parts Used

All parts used during a case against the equipment will be listed on the parts used tab.

Sicon Service Manager Help and User Guide - equipment parts used


15.5. Equipment - History

A Case History and a Location History of the equipment is recorded automatically on the history tab.

Sicon Service Manager Help and User Guide - equipment history


15.6. Equipment - Memo

Memos can be added to the equipment record with the total number of memos visible on the tab. Follow up options currently are for reference only, there are no flag notifications. This form is based on a Sage form, but could be included on custom reports.

Sicon Service Manager Help and User Guide - equipment memo


16. Creating Equipment Items via Standard Sage SOP

Stock Items marked as ‘Serviceable Items’ will automatically create an Equipment Item when sold through standard Sage SOP. Note: If the stock item is also marked as ‘Requires Installation’, an installation case will automatically be created.

When the Sales Order has been saved, a screen will appear allowing you to then edit the details as required e.g. adding in the Make, Service Interval and warranty as necessary. The Install Date of the equipment will populate on the Equipment record with the promised delivery date, if at despatch the despatch date is different to the promised date, the record will be updated.

Equipment created via SOP now has SOP Information visible on the Equipment History tab detailing the SO Number, Date and status.

Sicon Service Manager Help and User Guide - creating Equipment Items via Standard Sage SOP
Sicon Service Manager Help and User Guide - creating Equipment Items via Standard Sage SOP 2

It is also possible to select a Contract Line when creating an Equipment item via SOP. When adding the SOP item line, click on the additional tab ‘Service Manager Equipment’.

If the maintenance Contract is being sold on the same Sales Order as the equipment item that is to be covered, it is necessary to add the Contract line first in order to then be able to link the equipment to that line.

Sicon Service Manager Help and User Guide - creating Equipment Items via Standard Sage SOP 3


17. Service Equipment

In order to list equipment due for service, and create service cases if required, select Service Equipment from the side menu.

Enter a date for ‘Service Equipment up to’ and then Search. This is picking up the Next Service Date against each item of equipment.

This list can then be filtered by Customer, Location, Under Contract and ID Number as required and can be exported to Excel by right clicking in the grid.  From this screen it is then possible to select the equipment item/s and create a Service Case for each Location, for each Sub Location or for each equipment Item as required.

Sicon Service Manager Help and User Guide - service equipment


18. Transfer Equipment

Once an item of equipment has been linked to a Customer, to a location and if applicable to a Contract, the Transfer Equipment function will:

  • Move equipment from one Location or Sub-location to another
  • Move equipment from one SL customer to another SL customer
  • Transfer from Contract to Contract
  • Unassign Equipment that is no longer in use or on site and Reassign equipment that has been brought back into use.

In the following example, the Expresso Machine Serial No 12345 on Abbey’s site Warehouse is being moved to the Gyle Centre Shop.

Sicon Service Manager Help and User Guide - transfer equipment

In the following example, the Bench Top Beer Fridge Serial No BTF256987 on Jim Murray site Showroom is being Unassigned as it is no longer in use. (If the item is brought back into use, it can be brought back onto the Equipment register by ticking the ‘Unassigned Equipment only’ criteria box at the top of the page and select the destination as required).

Sicon Service Manager Help and User Guide - transfer equipment 2


19. Diary

Appointments can be viewed and managed in the Service Manager Schedule Diary.


19.1. Appointments

Select Appointments to open up the scheduler. The views can be configured using the settings along the top of the screen and the employees available filtered by Team, by Skill or selected individually. The ‘Hide Attended’ option at the top of the screen is enabled as default but can be unticked if required.

Unscheduled Cases can be seen listed at the bottom of the diary screen, toggled on and off as required (this grid can be customised to display the required data by right clicking and selecting Edit Grid. From this list the cases can be dragged and dropped into the schedule as required.  Once dropped into a specific employee and day, the Appointment screen will open to complete the details as required.  Note: only confirmed appointments will show on the engineer’s tablet.

Non-Case appointments can be added to the schedule view / dairy that are not case related  such as holidays / absence / Dentist ( times when engineer is not available for appointments)    , to add these ‘non case appointments’. Click on the relevant time / day for the said engineer, right mouse click and add

These types of appointments are NOT sync’d through to the engineers tablet.

  

When you hover over the appointment the notes will show.

Sicon Service Manager Help and User Guide - diary appointments


19.2. View Appointments

The View Appointments option is available in order that through Sage Roles/Features permission can be given to certain members of staff to only be able to view appointments, but not make any amendments.


19.3. Appointments List

The Appointment Lists option is a key function to assist in the management of appointments with an overview that can be filtered by certain criteria as required:

  • By Customer/Location
  • By Engineer/Team
  • By Case Type
  • By Today/Tomorrow/Date Range
  • By Cover Type
  • Confirmed/Unconfirmed
  • By Billing options
  • By Appointment Status

Columns can be sorted by clicking on the header and as per the Service Desk and View Case screens, this screen can be customized to select the data you want to be visible by right-clicking on the grid to bring up the ‘Edit Grid’ Option and selecting which fields/columns to display. It is also possible to create different views with different configurations – once created choose which to use by selecting the appropriate radio button on the grid. Note: These views are shared with all company users. By right clicking in the grid, the data can also be exported to Excel.

In the example below, the criteria selected was to show any appointments in the system where Labour and/or Parts had not yet been billed out to the customer Abbey ABB001 from 1/1/2016 to 8/2/2017 in accordance with their cover type or that may have had additional labour added to the case.

Sicon Service Manager Help and User Guide - diary appointments 2


20. Reports

Reports available: Various reports are available, all designed within Sage 200 report designer . These are in addition to the ability to the ‘send to excel’ option in various lists and screens which customers find very useful

Equipment & Parts
  1. Equipment List: SM Equipment List.report
  2. Equipment List By Customer: SM Equipment List By Customer.report
  3. Equipment and Contract List By Customer: SM Equipment and Contract List By Customer.report
  4. Equipment Coming Out of Warranty: SM Equipment Coming out of Warranty.report
  5. Parts Used On Equipment by Customer: SM Parts Used On Equipment. By Customer.report
  6. Equipment Service Due: SM Equipment Service Due.report
  7. Case Parts Allocated and Awaiting Despatch: SM Case Parts Allocated and Awaiting Despatch.report
  8. Unallocated Case Items: SM UnallocatedCaseItems.report
  9. Contract Equipment Report WIP: SM Contract Equipment Report WIP.report
  10. Service Manager Return Items: SM ServiceManagerReturnItems.report
Case
  1. Customer Case Details:  SM Customer Case Details.report
  2. Cases Logged By Date Range: SM Cases Logged By Date Range.report
  3. Case Statistics by Date Range: SM Case Statistics By Date Range.report
  4. Case Summary by Team: SM Case Summary By Team.report
  5. Open Case Summary by Team: SM Open Case Summary By Team.report
  6. Open Cases For On Hold Accounts: SM Open Cases For On Hold Accounts.report
Miscellaneous 
  1. Service Contracts: SM Service Contracts.report
  2. Service Contract Expiry: SM Service Contract Expiry.report
  3. Service Contract Report with Job Transactions: SM Service Contract Report with Job Transactions.report
  4. Service Contract Report with Job Summary: SM Service Contract Report with Job Summary.report

21. Engineer Tablet

The following screenshots will help navigate the Servicer Manage Tablet interface, but please ensure the Mobile tab in the Service Manger Settings have been completed before proceeding.

The site address or URL (1) will take the Engineer to the Login page (2). As set in Service Manager Mobile Settings, the Engineer will enter their Username and Password and select Login (3). The engineer will get the option to do a full data sync (4) which is advisable if a network service is available.

Sicon Service Manager Help and User Guide - engineer tablet

Once logged in, the user will see the following options at the bottom of the screen.

Sicon Service Manager Help and User Guide - engineer tablet 2


21.1. Appointments

By selecting Appointments at the bottom of the screen, all confirmed appointments for the logged in engineer will be listed. Click View to go to the options against that particular appointment.

Sicon Service Manager Help and User Guide - engineer tablet - appointments

If ‘Require Arrival Signature’ has been enabled (see Utilities – Settings – Mobile), a signature to confirm engineer’s arrival time can be recorded by selecting Arrival Confirmation.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 2

Sicon Service Manager Help and User Guide - engineer tablet - appointments 3

The Engineer will then be able to log details of work completed by clicking on ‘Log Work’.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 4

Sicon Service Manager Help and User Guide - engineer tablet - appointments 5

Note 1: If the setting in Service Manager (within Sage 200) is set to use ‘actual hours instead of Actual start and actual end times for appointments’ is ticked/enabled. And if an engineer changes the Start / End time when booking work done (on the screen above).

Sicon Service Manager Help and User Guide - engineer tablet - appointments 6

This will not be reflected on the appointment within the case within Sage 200 in the start/end times; instead it will update the ‘Time Booked on the ‘Case Appointment’.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 7

Note 2: Be aware, that depending on your settings for ‘rounding’ against Cover types are taken into consideration as well.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 8

So as a user you may see a slightly different figure on the ‘time booked’ to that entered by the engineer.

After the engineer has entered the work details on the tablet, and it has synched, the Work Details will have populated against the appointment and the internal team/Sage user can then progress the case.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 9

A Case summary is available on the Case screen.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 10

Serviced Items will list the Equipment item/s that the Case has been logged for. If questions have been set up, then the Engineer can select New under the Report column and complete as required.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 11

As an example, in the following screenshot a mandatory question has been set and the engineer is required to record whether this case was due to ‘User Error’ (the asterix shows this is a mandatory question) with the pre populated drop down selection Yes or No.  See Maintenance – Maintain Equipment Questions for further details.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 12

Allocated Items will list all Parts that have been allocated to this particular Case and those that have been received by the engineer are ready to be Actioned, either Used or Left on Vehicle.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 13

Used Items will list parts actioned by the engineer on this particular case.

Sicon Service Manager Help and User Guide - engineer tablet - appointments 14


21.2. Receive

Parts sent out to an engineer and allocated to a Case will need to be received before they can be actioned.

Sicon Service Manager Help and User Guide - engineer tablet - receive

Sicon Service Manager Help and User Guide - engineer tablet - receive 2


21.3. Stock

All stock located in the Warehouse which has been linked to the Engineer will be listed and can be booked to a job and Used/Actioned against an appointment and item of equipment as required.

Sicon Service Manager Help and User Guide - engineer tablet - stock

As an engineer when you find the relevant stock item you wish to add and that is available as ‘free Stock’ in your designated warehouse (as set up against your employee record within employee maintenance), the steps are as follows:

Sicon Service Manager Help and User Guide - engineer tablet - stock 2

  • You will then be asked to select (from a list) for which Case and Appointment you wish to add stock (the part) to
  • You will then be asked to confirm
  • The ‘Free Stock’ Quantity will be reduced down

If your Service Manager mobile software is set to ‘Auto Sync’, when viewing the case within Service Manager within Sage 200 Service Manager admin team will be able to see the parts added to the case

Alternatively, if set to ‘Manual Sync’ then for the case within Sage 200 to be updated ‘a Sync’ will need to be carried out.


21.4. Sync

The Tablet interface will allow both on-line and off-line use. The engineer will sync tasks to and from the tablet when a Wi-Fi or mobile signal is available. When off-line the work carried out will be queued and processed again when a connection is available. The tablet can be set to Automatic or Manual Sync. When using “Manual” mode, all actions that the user performs that would affect the server are stored on the device in the browser LocalStorage until they are “synced” to the server.

Important Note: if a user clears the cache on their tablet (they might do this as part of a house keeping routine, or think it would help sort out a syncing issue), any ‘queued data’ waiting to sync back to Service Manager within Sage 200 will be lost and there is nothing anyone can do to bring it back.

If a user/engineer does this, then they can enter everything else manually into Service Manager but they will have no signatures.

Sicon Service Manager Help and User Guide - engineer tablet - sync


22. Enable Module

Each year your Service Manager module will require a new enable string to continue working.  When you have been issued with your new key, select this option and enter the code into the New enable string field as shown below (copy and paste is the easiest way).

Sicon Service Manager Enable Module


23. Release Notes

The Release Notes document below shows which release of the Service Manager system includes which new features and for which version of Sage these will work. The version number indicated in the Service Manager Release Notes includes a full release number and a sub version number; e.g. ’6.1′ indicates the full release version number of the software. Pre-release version builds of the software are available to certain clients requiring new or enhanced features being developed from the wish list. If these versions are installed on your system, you will see an additional number e.g. 39.113 making up a specific database version and interim build number of 6.1.39.113. It is unlikely that these features will be documented in this help and user guide until the end of the development phase.

Service Manager Release Notes

24. Service Manager Downloads

Sicon Ltd. Additions Software Licence Agreement

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