Service Mobile App Help and User Guide
Table of Contents
5.2. Vehicle Stock Levels
5.3. Receive Stock Option
6. Exit Option
9.1. Contact Info
9.2. Case Overview
9.4. Tracking Notes
9.5. Arrival Signature
9.7. Equipment Questions
9.11. Departure Signature
10. Logging Out
14. Trouble Shooting
15. Release Notes
These versions of the Sicon Service Mobile App are for use with Sicon Service for Version x.17.0.29 and upward
The Sicon Service Mobile App Help and User Guide will take you through the installation, features and settings for this Mobile App.
The Sicon Service mobile App for Sage 200 is designed to allow the engineers to access appointment information such as contact and address details with maps, telephone numbers and email addresses, fault information, view attachments, view stock allocations, equipment details etc.
The Mobile App gives engineers the ability to obtain arrival and departure signatures, add attachments (such as images), update tracking notes, answer equipment and appointment based questions, process stock used, flag follow up requirements and confirm start and end times for each appointment.
The App is designed to run offline and will accumulate transactions to be synchronised back to the Sicon Service system within Sage 200.
1. Mobile App Download iOS & Android
These versions of the Sicon Service Mobile App are for use with Sicon Service for Version x.18 or above.
Sicon Service Mobile uses Sicon’s Web-Api* to communicate with Sicon Service for Sage 200.
*Sicon’s Web-API can only be used to integrate a Sicon Module to Sage 200, it is not sold as a standalone module/integration tool.
For details on how to download either the Android or iOS version please see section 5.11 – Mobile Set up on the main service manager help and user guide https://www.sicon.co.uk/user-guide/service/#5-11
2. Configuration within Sicon Service
Prior to the App being downloaded, you will need to ensure the Mobile Tab in the Service Settings has been completed before commencing the Service Mobile part of your project.
The Web URL is the mobile site address which would have been pre-configured during the Service Mobile install.
3. Logging in to the App
Once installed and configured, the mobile user will be required to enter the Web URL, their Username and Password, (all are case sensitive and are as set up during configuration):
Click the Login button.
If the Web URL details are entered incorrectly, the user will see a message. If the user scrolls right through the message, it will provide an indication of the issue.
In our example above, the message is explaining that it could not find the file location and when I checked the details I had entered, I had missed out some characters within the Web URL address.
If the User Name or Password is entered incorrectly, the user will see a ‘Login Failed’ message either showing ‘Incorrect Password’ or ‘Username xx’ not found – for example:
Once corrected, the user will be able to login by entering their details and selecting Login.
4. App Home Screen
When a mobile user first logs on after configuration & set up or when there are no sync’d/downloaded items/appointments, they will see the screen below:
To Sync , the mobile user will need to select the sync icon in the top right hand corner:
The App will sync the users appointments. Then the user should select the Top Left Menu icon:
5. Mobile Users Home Screen
The menu expands to show you the following options to select from, each giving you different information:
5.1. Appointment List View
If selected, this will show you the working appointments. NB: by default, past and completed appointments are hidden.
The screen icons indicate the different type of appointments. In this example, the symbol of a van, calendar, time and number of miles shows that this appointment is a travel appointment.
The actual appointment shows the company name, date, scheduled start time and postcode (if added onto the case), along with the case number, in the example above, case 73.
The appointments list quickly allows you to see your upcoming appointments, with options to show past and completed appointments.
If the mobile user chooses to show completed appointments, icons are used to indicate their state.
Completed appointments will have a green icon.
5.2. Vehicle Stock Levels
This option will show stock in the users (engineers warehouse) Sage 200 locations. NB: by default, it hides stock with a zero qty.
Whilst working on the mobile device with the case, the mobile user can add stock (parts) from their warehouse (van stock) to the case.
5.3. Receive Stock Option
If the service administrator has created a stock transfer and despatched parts for the engineer to use whilst working on the appointment, they can be accessed by tapping once on the details below:
During the appointment, the mobile user will select ‘Receive’ to acknowledge they have the parts to be used on the case during the appointment. If parts are not used, they can be left in the van stock.
The parts must be ‘Received’ before they can be ‘Used’ or ‘Left on Van’.
The last option is ‘Sync’, which takes the mobile user back to the Home screen where they can then select the Sync icon in the top right hand corner.
6. Exit Option
If at any point the mobile user selects the ‘Exit’ Icon:
They will be prompted to confirm that they are sure they want to log out.
If Yes is selected, then the mobile user will need to enter their login details again to continue with their appointments and/or sync for further work.
7. Accessing the Appointment
Travel and/or Work Appointment
When the mobile user is ready to access the appointment, they will tap on the relevant appointment.
If travel appointments have been created, they would select the travel appointment first, at which time the contact information from the case will be displayed.
The mobile user can choose to click on the email link to send an email, select the phone number to auto dial (perhaps to advise them of their ETA) or zoom in on the map.
If they need further guidance with relation to the address, if they click on the ‘direction arrow/icon’ next to the address, google maps will open.
8. Booking Journey Start & End Times on Travel Appointments
The mobile user would complete their work travel appointment first, choosing to enter their journey start and end times before selecting ‘Submit’.
9. Work Appointment Menu Items
To access the actual work appointment details, to book work time and work detail, swipe right (over the contact for case/address) or tap the menu icon on the top of the screen.
The menu options are as follows:
- Contact Info
- Case Overview
- Tracking Notes
- Arrival Signature
- Equipment Linked to Case / Service items
- Equipment Questions
- Parts: Case Parts Screen
- Case: Logging Work Done
- Logging Work Appointment Start & End Time
- Departure Signature
9.1. Contact Info
This shows the case contact details along with a map.
9.2. Case Overview
Shows the scheduled/planned start and end times, (as entered by the service admin team in the case within sage 200, the case type, any customer purchase order number and the case description).
These are attachments that may have been added to the case within sage 200.
Mobile users can add additional attachments by selecting the +icon (which in turn would sync back to the case within Sage 200). They may want to take pictures of the equipment they are onsite fixing to detail any damage etc.
The date and time shows when the attachment was added.
9.4. Tracking Notes
If tracking notes have been added onto the case and flagged as being visible to the mobile user https://www.sicon.co.uk/user-guide/service-manager/#8-2 they will be visible here.
The mobile user can add tracking notes for this work appointment/case, which in turn will appear back on the case within Sage 200 once a further device sync/upload has been performed.
9.5. Arrival Signature
The first action for the mobile user would be to obtain an arrival signature (if enabled within Sage 200>Service>Settings>Mobile tab) Please refer to Section 5.11 of the Service Help and User Guide: Mobile Tab https://www.sicon.co.uk/user-guide/service/#5-11
If enabled, the mobile user would obtain the signature as required and select ‘Submit’.
Housekeeping Note: if multiple engineers are attending the same appointment, normally the team leader/project lead would obtain a signature from the customer and the team leader/project lead would sign for the other engineers or indeed they could self-sign.
9.6. Equipment Linked to Case/Service Items
This screen lists the faulty equipment item(s) or equipment to be serviced that are associated with the case appointment.
In the example above no location is displayed, but if a location and sub-location had been specified against the equipment record, they would be displayed here.
9.7. Equipment Questions
The blue icon shows there is an equipment question. When selected the following screen will show:
Any questions flagged within Service in Sage 200 as being mandatory will need to be answered before the work appointment can be flagged as complete.
In our example above, it was a simple Yes or No question. Other options include free text and selections from a drop down list. Please refer to section 4.11 of the Service Help and User Guide for more information. https://www.sicon.co.uk/user-guide/service/#4-11
9.8. Parts/Case Parts Screen
This screen shows parts allocated to the case.
The icon indicates this part needs action, if the Orange! icon is selected.
The following action/confirmation is required as to whether the part was used and allocated against this case/against said piece of equipment OR not required, but left on Vehicle (in engineer’s van stock).
When an item is selected the mobile user will confirm how many items are being used from their van stock.
The user can select the quantity to use by using the + or the – buttons.
The Blue Lorry icon indicates that this part is in a stock transfer on the case and has been picked & despatched and is therefore in transit.
The action required is for the engineer to ‘Acknowledge’ they have received it, (it may be that service admin team sent the part by courier to the engineer or sent to the customers’ reception desk in order for the engineer to pick up).
To acknowledge the mobile user would select ‘Receive’.
Once the Engineer confirms the parts have been used, they are visible on the ‘Case Parts’ screen and can be selected from the bottom of the screen via the ‘Used’ Icon.
Once the parts have been confirmed as being used, they will be listed on this appointment.
The engineer can add additional parts (from his van stock) onto this screen if required. These will show on the case within Sage 200 once the device is sync’d.
9.9. Case: Logging Work Done
Once parts have been handled, the engineer would then log work done in the text box available. This could include any equipment questions answered, tracking notes or attachments reviewed.
The work log screen is where the mobile user can describe the work they have done and any further work that may be required, (further action notes would then be picked up in the office to determine if any further action is required).
If there are further actions required on a case, the engineer would detail the Work Done and add Further Actions in the text box.
If all actions are completed, the engineer can detail Work Done and tap the Work Complete slide bar. This action will hide the Further Action text box.
When ready to submit work, the user can select ‘Submit’ and if there is no more work action required,
9.10. Logging Work Appointment Start & End Time
This is where the mobile user would enter the start and end times of work time to be booked to the case appointment, both arrival and departure times are required. The system will automatically calculate the duration.
NB: this can be configured to set the times from signature to departure, In this instance, the engineer cannot change the times.
9.11. Departure Signature
If configured, upon departure an email address can be added for a full work report to be emailed to the customer immediately. For more information, please refer to the Sicon Service Help and User Guide section 8.10: https://www.sicon.co.uk/user-guide/service/#8-10
10. Logging Out
Like most mobile apps, there is no technical reason why you need to fully log out each time you finish with the app. However, for security reasons, when the mobile device could be left un-attended, to avoid unauthorised usage of the app, Sicon would advise logging out each time you are finished with the app. For individual company policies on this, the mobile users should discuss with their employers directly.
When the mobile user logs out fully of the mobile app*, if there are outstanding items to uploaded back to Sicon Service within Sage 200, the app/screen will display as per the example below:
11. Last Sync Date & Time
For the mobile users reference, on the mobile device in the bottom left hand corner the date & time of the last sync is shown.
12. Case Sync Completed Warning within Sage 200 Service Case
If a mobile user has sync’d and downloaded information to their device and a service user accesses a case to make a change, they will be warned that the mobile user has sync’d.
If the Sage 200 Sicon Service User makes any changes, they would not be seen by the mobile user until they run a sync/downloaded again and they could be carrying out work unnecessarily.
If the Sage 200 service admin team see this message they should contact the engineer by telephone to make them aware that there have been changes to the appointment and to ask them to sync/download again.
The diary screen shows a downward arrow to indicate they have downloaded an appointment. A warning will be given if they try and delete the appointment. appointments can be deleted or moved, but we would expect a call to the mobile user. The Red Pin icon indicated that the mobile user is onsite.
13. Within Sage 200 Case – Post Sync / Upload
Within the appointment in the case in Sage 200, the information from the tablet can be seen.
Attachments that may have been added by the engineer.
Details of answers to equipment questions:
Within Sicon Job Costing on the Job related to the case, confirmation of mobile users time and parts used costs has been posted to the job:
14. Trouble Shooting
Company Service Administrators would be able to assist mobile users with their app by using a remote connection such as Quick Support/TeamViewer: Remote Control which offers iPhone Support, the service administrator would be able to use this remote software to connect in with the mobile user (as if they were using it).
This may be beneficial if the mobile user is new and needs some assistance on the use of the app.
Any trouble shooting for synchronisation issues between the App/Sicon’s Web Api/Sage 200 would be something the companies system admin person carries out or the company’s Business partner support team.
This is not something that users should be looking to investigate.
When troubleshooting our mobile apps, there are a few steps to follow that can help resolve the issue or assist with gathering information to speed up the diagnosis by our support team.
Our mobile apps use our WebAPI to retrieve data from Sage, so ensuring this is running and accessible is the first step. It’s likely to have been exposed as one of the following and it will be necessary to find out this URL or access the Sage Server.
You should be able to access this URL from the device you’re having trouble with. If you cannot, you may be on the wrong network, be using the wrong URL or you may be having network problems.
If the URL prompts for a username and password, this is a good sign. An administrator should be aware of a “Servicing” password that will grant access to this portal, it will have been configured during the installation process. The username is always “admin”, the default servicing password is also “admin”.
If successful, the following page should appear:
There are 6 areas within the WebAPI portal that can help with troubleshooting that have been labelled above:
- Enable String Expiries – If an enable string has expired, that product will no longer function in Sage and as such the associated mobile apps will no longer work either. Expired strings will be shown in red. An exception to this is that the “SM Mobile” enable string will also activate the WebAPI.
- Loaded Modules – This section will show the loaded Sicon Modules in the WebAPI and in later builds it will also show the last updated date. Is it important that after an update to Sage Modules that the WebAPI can obtain these updates – instructions for this are provided in the “Module Upgrade Process” section on the portal.
- Company List – The company list shows the companies that are accessible to the Web User that the WebAPI is running as. To add companies, give your selected Web User access to that company in Sage Administration. If you’re using Sage 2011, only one company is accessible so this is not shown. In newer versions, you can also “pre-load” reporting services for each company if you wish, which will ensure they can run and reduce the time it takes to generate the first label/report requested. If they do not start, the log can be viewed.
- Service Status – There are 2 services that are now installed with the WebAPI, a Reporting Service and an Update Service. The Reporting Service may not be necessary depending on the products you’re using, but the Update Service is important in simplifying the process of updating the WebAPI when Sage Modules are updated. Both can be started from the WebAPI portal if required.
- Log – This is the main log for the WebAPI, which will contain any errors that occurred when sending/requesting data from the mobile apps or from other third party software. Errors are highlighted in red to make them easier to find and will often have a matching request entry before them that may also be useful when diagnosing issues. The error log entry and matching request entry together are invaluable for diagnosing problems.
If the above trouble shooting points have been investigated, and an issue still occurs then the systems administrator should contact their first line support this may be the Business Partner or Sicon directly which ever has been agreed between the customer and their Business Partner.
15. Release Notes
The Release Notes document below shows which release of the Service system includes which new features and for which version of Sage these will work. The version number indicated in the Service 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 220.127.116.11. It is unlikely that these features will be documented in this help and user guide until the end of the development phase.Service Release Notes
16. DownloadsSicon Ltd. Additions Software Licence Agreement
17. Sicon V18 New Features & Important Information
New Features: Service Manager
- Added setting to display internal teams in the team filter dropdown on the scheduler.
- Added a new setting to “group” quantities on SOP lines into one equipment item.
- Can now bill or complete a case at any time directly from the case details screen if you have permission.
- Updates generated Equipment and Case addresses on SOP save.
- Added Equipment Groups feature.
- Reworked the “For Installation Cases, update the SOP Promised Date with the first Appointment date” setting and added it back to the screen – it now only updates relevant lines and will also update the header if all lines match.
- Added Appointment Questions.
- Added new option to Cover Types – Max travel charge hours.
- Added new setting to auto sort engineers by first name or surname.
- Added new setting that makes case addresses mandatory and stops free text editing. It will require users to select an address from the dropdown or create one if required.
- Added “Multi-Select” option to equipment and appointment questions.
- When the case job has a completion date and there is no SLA on the case, the Job Completion date is shown in place of the SLA timer info.
- The “Create Case” process when right clicking a non-case appointment now functions correctly.
- Added a “Bulk Generate Sales Orders” screen – preview – does not yet create Sales Orders.
- When converting an appointment to a case, it now sets the case summary to the appointment subject.
- Added to new filter to exclude appointments on completed/inactive cases from the appointment list.
- Added a new setting to automatically assign cases to the creator (default off.)
- The service desk now shows the current users active cases on load.
- Equipment can now have Custom Contacts associated with them, configurable in SM settings.
- Added a new option on cover types to change initial and subsequent labour billing price overrides to work in half hour increments instead of hourly.
- Removed the Work Pattern selection dropdowns from the SM tab on the Employee, they are now provided by Job Costing.
- (Sage 2013+) Added case via email functionality. A case can now be created by dragging an email from outlook onto the “Add” button on the Service Desk screen. It will use information from the sender and email to populate the case and create an attachment with the original email. The system looks for the email address of the sender within service manager contacts and the sales ledger contacts, and if it cannot find a matched email address then the case will be logged as a blank case for the service admin team to link to an existing customer, and create new contact for future reference, or if matched log case against said contact at the relevant s/l account.
- Added new setting to decide which cases show on the service desk on initial load.
- Added support for “Ad Hoc Cases” with SM Mobile (Android/iOS.)
- Added new utility to create cases for sop lines that haven’t copied equipment generation templates.
- Completed the “Service Templates” functionality, with custom intervals, service types and billing.
- Added a new equipment questions import.
- Added Default Answers to questions.
- The equipment grid is now editable that is used on the equipment list, equipment group item list and SOP equipment creation list.
- Added a new setting to enable Customer/Supplier/Stock Item popup notes, the same functionality previously provided by Enhancement Pack. If you’re getting duplicate popups with Enhancement Pack installed, update it to resolve.
- Cases can now be created and saved without a customer (if option is enabled.)
- Selecting a contact now copies their address into the case location if no customer is selected on the case.
- Can now search by contact on the cases lists.
- Added a new setting to not show all engineer appointments when opening the diary.
- Work patterns can now be enabled/disabled for costing and billing separately.
- Added new selectable lists to replace free text fields, turned on in settings (case summary, case solution.)
- Additional labour now uses work patterns.
- Added a new screen that lets you easily action multiple allocated items.
- Can now allocate quoted parts to a case, either from engineer stock or via stock transfer.
- Tracking notes from the app are can now be “acknowledged” in Sage.
- Can now associated tracking notes with appointments.
- Can now view and add tracking notes inside Work Appointments.
- There is now an option to create a tracking note on engineer departure.
- Added Equipment notes.
- Customer, Location and Equipment notes are now shown on the Case Details screen in a new tab.
- New setting to turn on time tracking via Start/Stop function via the App.
- Can now change service type on equipment services using service types from the grid on the case.
- Can now split multi-person appointments into separate appointments for each person.
- Added a new icon for multi-person appointments.
- Can now set a default rate override on appointment labels.
- Further improved the process to action multiple parts quickly.
- Now opens the case details page when the case number is clicked in the job enquiry context menu action list. (With JC v17.24.x+).
- Added a “Work Briefing” field to appointments.
- Added the “Split by Resource” function to appointments with multiple resources via the Case Details screen.
- Reworked the buttons on the appointments grid inside the case – they now use context buttons and are split by “Action Selected” and “Action All”.
- Equipment reports are now associated with the case rather than the appointment – so reports are not expected for every appointment.
- Added Report Complete and Report Required icons to equipment list.
- Added new fields to cases for use by the dashboard – Due Date and Assigned to Username.
- Supports Sicon Employees
- Supports Sicon Allocations
- New billing functionality, with committed revenues and improved billing overrides.
- Added data fix utility to regenerate committed revenues and costs (may be necessary with new committed revenue changes.)
- Replaced diary appointment data access with a SQL view to improve performance.
- Added Customer Returns extended functionality
- When creating new equipment from a case, the case contact is copied onto the equipment contact
- Added a “SubContractorQuote” field to Work Appointments
- Added a new field for the equipment editable grid – “FullAddress”
- When explicitly attempting to bill a case, it will always show the billing summary if there are any billing items on the case – even if they’re not currently billable or configured to be billed.
- Added a new setting that controls visibility of the supplier section on equipment (visible by default)
- Added a Service/Misc Stock item selection to expenses, persists onto generated POs
- Expenses now have selectable contact fields on the add/edit screen
- Now shows supplier details and a “view po” button when editing expenses
- The cases and equipment grid now have improved hover for addresses for customers
- Can now create installation cases from SOP without creating equipment
- Added a new setting to automatically create placeholder travel appointments for work appointments.
- Added a new “pending” contract line indicator on the equipment grids [ pending contract lines are when a contract item has been added on a sales order but not confirmed as a contract yet, which happens after sop invoice post
- Extended Customer Returns process – includes replacement billing, historic sop line linking, traceable items, SLA deferral, Customer Returns Tab on a Case only enabled when case type is Return/Repair
- Now pulls equipment creation information from the stock item when creating equipment manually.
- On the Case Details Screen added a ‘Find Address’ Button which Integrates to the 3rd party application Loqate Address Verification / Postcode look up https://www.loqate.com/en-gb/address-verification
- Added CasesTotal and CasesActive fields to sicon equipment for grid usage
- Default case types can now be renamed in the case type maintenance screen.
- Changed SLA dropdown to be a dropdown that allows clearing the value
- Customer Return despatches now use SOP instead of Stock Transfer for despatching items
- Added new tracking status “Customer Return Received” and a tracking status is now generated on receipt of an item
- On new sites / installs, Appointment labels are now enabled and categorised for SM by default
- Equipment questions can now be edited up until case completion
- The product GUID has changed, meaning you will need to “Add new Add-On” instead of upgrading from versions below this. The old version can then be removed.
- SOP Quote conversion no longer immediately creates equipment and cases; the SOP must be saved to generate them.
- All SM settings must now be completed before accessing other screens – for existing users it will require re-confirming your settings to make the message go away.
- Removed the following fields from SiSMCase – reports, custom grid columns and email templates using them should be amended to use the linked collections (reports only) or the provided alternative (custom grid columns and email templates only) if available.
- SiconEquipmentCaseID -> LastSiconEquipmentCase object
- Added summary and description to case import – import spreadsheets generated from older versions will need amending prior to upload.