Service Help & User Guide


Table of Contents

1. Introduction to Service

2. Integration

3. Pre-Requisites

4. Maintenance

4.1. Maintain Appointment Labels

4.2. Maintain Appointment Questions

4.3. Maintain Case Solution Options

4.4. Maintain Case Summary Options

4.5. Maintain Case Tracking Status

4.6. Maintain Case Types

4.7. Maintain Sub-Status (Case Sub Status)

4.8. Maintain Contacts

4.9. Maintain Locations

4.10. Maintain Couriers

4.11. Maintain Delivery Codes

4.12. Maintain Email Templates

4.13. Maintain Employees

4.14. Maintain Equipment Questions

4.15. Maintain Fault Codes

4.16. Maintain Priorities

4.17. Maintain SLA

4.18. Maintain Cover Types

4.19. Maintain Return Reasons

4.20. Maintain Return Sub-Statuses

4.21. Service Templates

4.22. Maintain Teams

4.23. Maintain User Teams

4.24. Maintain Expense Types

4.25. Skills and Abilities

5. Utilities

5.1. General TAB

5.2. Equipment TAB

5.3. Parts and Stock Transfer TAB

5.4. Expenses TAB

5.5. Job Costing TAB

5.6. Returns and Repairs TAB

5.7. Analysis Codes TAB

5.8. Cover Types TAB

5.9. Appointments TAB

5.10. Scheduler TAB

5.11. Mobile Setup

5.12. Mobile Options

5.13. CRM Tab

5.14. Location API's

6. Utilities

6.1. Import Cases/ Import Equipment/Import SOP Addresses

6.2. Enable Module

7. Service Desk

8. Cases

8.1. New Case via Equipment (recommended route)

8.2. Case Details

8.3. Tracking

8.4. Case Description

8.5. SLA

8.6. Emails

8.7. Appointments and Labour

8.8. Parts

8.9. Add Parts to Case from Engineer Warehouse

8.10. Stock Not Available – Need to raise PO

8.11. Add Parts to Case from Found Stock

8.12. Add Parts to Case from Stock Transfer

8.13. Pick Parts

8.14. Despatch Parts

8.15. Action Part - Use Part

8.16. Action Part - Leave on Vehicle

8.17. Action Part - Return Part

8.18. Engineer Returned Items Tab

8.19. Process Engineers Returned Parts

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

8.21. Using Equipment Kits on a Case

8.22. Analysis Codes

8.23. Billing Info

8.24. Billing Summary

8.25. Printing a Billing Summary for the Case Customer

8.26. Quotes

8.27. Attachments

8.28. History

8.29. Memos

8.30. Creating a Case via Sage SOP

8.31. Billing

8.32. View Case

8.33. Viewing Billed Items within a Case

8.34. Completed Cases

8.35. Stock Transfers

8.36. MAP

8.37. Dashboard

9. Customer Returns

9.1. Customer Return Stock Item

9.2. Customer Return Equipment Item

9.3. Customer Return Free Text

10. Case List View

11. Equipment

11.1. Details

11.2. Analysis Codes

11.3. Attachments

11.4. Equipment - Parts Used

11.5. History

11.6. Equipment - Memo

11.7. Creating Equipment Items via Standard Sage SOP

12. Servicing Equipment

12.1. Servicing Individual pieces of equipment with a Single Service Date

12.2. Servicing Equipment with Multiple Services Dates

13. Transferring Equipment

14. Diary

14.1. Appointments

14.2. View Appointments

14.3. Appointments List

15. Reports

16. Legacy Service Mobile App

17. Service Mobile App

18. Enable Module

19. Release Notes

20. Service Downloads

21. Sicon V18 New Features & Important Information


Product overview

Help and User Guide maintained for Service version v20XX.18.0.0 and upwards


The Sicon Service Help and User Guide will take you through the features and settings for the Sicon Service 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

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 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 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 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 incorporates two existing Sicon modules:

  • Sicon Contracts: 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 Sicon Service 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, Sicon Service 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. Pre-Requisites

Throughout the life of a Service Case, the system uses various aspects of Sage to record transactions such as Stock Warehouses, Locations, Service Stock Items Internal Areas, (and therefore associated nominal codes) and where applicable Job Costing Job Headers.

Therefore, during the early stages of the configuration and set up there will be a requirement to discuss, review and create the required defaults. We have found that on some projects the companies finance director/manager will have an input as to what new defaults should be created, especially when it involves the nominal side of things.

It is not a mandatory requirement to create all new defaults and if a company prefers to use existing and/or some existing stock warehouses, internal areas, service stock items, service stock items and nominal codes that’s fine.

If this is the case, within settings you would just specify/set defaults accordingly.  However, based on previous projects we recommend having separate Service  defaults to any standard ones currently being used.

Why? From an audit perspective it’s very clear to see the different types of transactions; for example, when looking at stock history for a stock item, if the warehouse allocated to a transaction is Service (for example) then you know that the stock item was used on a Service case.

Below is table detailing the potential areas companies new to Service may want to consider setting up; where they would be used and an example.

Each of these aspects are then used to set defaults within Service\Utilities\Settings area of the module and various areas of the module accessed via each tab as the screen shot below shows.

Equipment TAB

Requirement for Where to be used Example if creating new
New Stock Internal Area

 

Configured/Set up as default on the ‘Equipment Issue Internal  Area’

During Return & Repair process during the life of a case when you flag a piece of equipment as going out as replacement Part Serv  Man Ret/Rep

Parts and Stock Transfer TAB

Requirement for Where to be used Example if creating new
New Stock Warehouse

If parts used on a case are supplied from a separate warehouse than to main, and is not currently configured

Configured/Set up as default against the ‘Default Origin Warehouse’ default field

If within a case, you will be sending parts (stock items) from a specific spare parts warehouse to a field engineer and/or customer to be used on a case , and currently within sage 200 stock a separate warehouse is not set up Serv Man Parts
New Stock Warehouse

Configured/Set up as default on the ‘Parts & Stock Transfer Tab’ – against the ‘Stock Transfer Transit Warehouse’ default field

If parts are sent out, Service requires an ‘In Transit’ Warehouse to flag the stock items as having left the origin warehouse but as yet not flagged by the engineer as being physically received by him to be used on said case ServMan In Transit
New Stock Internal Area

Configured/Set up as default and within ‘Stock Transfer Internal Area’ field

During the Service stock transfer process. When stock items (parts) are allocated on a case, the area used for the Sage allocation of stock

Normal purpose of standard stock Internal Areas apply

Serv Man In Transit
New Stock Internal Area

Configured/Set up as default and within ‘Stock Transfer Internal Area’ field

During the Service stock transfer process. When stock items (parts) are allocated on a case, the area used for the Sage allocation of stock

Normal purpose of standard stock Internal Areas apply

Serv Man In Transit
New ‘Profit & Loss’ Nominal Code

Configured/Set up as default against ‘P&L Nominal for Issued Used Parts’ field

When parts are added to a case but are not charged (may be because they are under a service agreement, or simply on the case it’s decided they are not chargeable, then at the completion stage of the case the cost of those parts will be posted to this nominal code on the P & L Serv Man ‘Non chargeable Parts’ Cost
New ‘Stock In Transit’ Balance Sheet Nominal Code

 

Configured/Set up as default against ‘Stock Transfer Internal Area’ field

During the Service stock transfer process. When Stock items (parts) are issued on a case, the internal area set as default will have a Nominal Code associated with it, and a nominal movement is created (example credit stock; debit Serv Man In Transit Stock) Serv Man in-transit Stock

 

If as a company you wish to see / separate a stock value that is ‘In transit’ (stock not in main warehouse, but not yet confirmed as being used on a case)

Expenses TAB

Requirement for Where to be used Example if creating new
New ‘Profit & Loss’ Nominal Code

 

Configured/Set up as default against the ‘Sales Order Line Nominal for Expense Lines’ default field

When Expenses are added on to a case which in turn are charged to the customer the revenue will be posted to this nominal code on the P & L

 

Expenses could be such things are mileage, accommodation, Misc Expenses

 

The alternative for adding these types of expenses is that they are already created as service stock items, with associated nominal codes. If this is the case they would be added as a ‘Part’ with the relevant service stock being selected’

Serv Man Expenses Revenue

 

 

If the customers already have a ‘Other Sales’ P & L Nominal created they may prefer to use that rather than create one specifically for Service  Other revenue

 

Job Costing TAB

Requirement for Where to be used Example if creating new
New Sicon Job Costing Job Headers to allocated revenue and costs on a case

 

Configured/Set up as default against the ‘Job Costing Tab’

 

Noting the Cost Job Header for Stock Items & Service items /Employee costs are set at stock record level

All transactions /movements and therefore costs and revenue values are posted through to Sicon Job Costing

 

No touch points with Nominal, this is purely to specify which area on a Job transactions are linked to

SM Parts Revenue

SM Labour Revenue

SM Other Revenue

SM Labour

SM Warranty Parts Cost*

SM Warranty Labour*

 

If you need to report parts and labour costs separately where you have not been able to charge as under manufactures warranty, it’s good to have separate job headers as you can then filter for reporting

 

Please make sure you set against each Job Header the correct ‘Header Type’ and ‘Job Header Type’ – This ensures the transaction sits within the correct area of job costing for enquiries and reporting

Returns & Repairs TAB

Requirement for Where to be used Example if creating new
New Sales Ledger account to be used within the Returns and Repairs Process

 

Configured/Set up as default ‘Return equipment to Account Location’

Equipment is linked to a customer, during the ‘Returns & Repairs’ process, and when an item is returned to the company for repair, the equipment is temporarily moved from linked customer to an internal customer

 

If after repair the equipment item is returned to the customer the equipment will move from the Service Internal Account to the customer equipment list/location

RETURNS/REPAIRS
New Stock Control Write off Area

 

Configured/Set up as default ‘Write-Off Category for case item write-offs’

During the Returns Process, if the equipment cannot be repaired/returned, but instead written off, this Write Off Category will be used

 

Normal purpose of standard Stock Write off Areas Apply

Service Equipment Write Off
New Internal Area Service Returns

 

Configured/Set up as default ‘Returns Internal Area for items being returned’

During the Returns Process

 

Normal purpose of standard Stock Write off Areas Apply

Service Equipment Returns
New Stock Location: Repaired/Refurbished Goods Parts

 

Configured/Set up as default against ‘Faulty Parts Location’

During the Returns Process

 

If the equipment cannot be repaired/returned the item will be added back into stock but within this defaulted warehouse

Service Equipment Faulty Equipment
New Stock Location: Repaired /Refurbished Good Parts

 

Configured/Set up as default against ‘Good Parts Location’

During the Returns/Repairs Process

 

Where on a case, an item is returned, but your policy is to replace … after you have sent the customer a replacement, you then repair the faulty equipment and you wish to then add that ‘repaired item’ back into stock, but you may want to separate it from your ‘new stock as such’ and add to a ‘Refurbished Parts Location’ from where you can sell them

Service Equipment Good Parts or Second Hand Parts Location or ‘Refurbished Parts’

Appointments TAB

Requirement for Where to be used Example if creating new
New Service Stock Item(s)

 

Configured/Set up as default against ‘Default service stock items for chargeable time’ & ‘default services stock item for Callout Charge’

If you are using ‘Appointment Labels you can link a ‘work appointment label’ to a specific Service Stock Item. This may be an option if when invoicing, you want the description that appears on the invoice to be different for different work types

For more information on appointment labels please review ‘Maintain Appointment Labels’ within the maintenance menu item area of the module

When time is charged on a case the module will use service stock items and associated revenue nominal codes when pushing through to a standard Sage 200 Sales Order for invoicing.

 

This applies when invoicing engineers time as well as a call out charge

Service Engineers chargeable Time

 

Service call Out Fee/Charge

 

Because Service uses Service stock items and Sage as standard required a warehouse to be assigned to all stock items, when creating these new service stock items remember to assign the Service warehouse to them as default


4. 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.


4.1. Maintain Appointment Labels

Appointment labels are used when creating appointments, the label description, name and colours can have 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.

By default, with a new Install (v18 onwards), we enable the ‘Work Appointment Label’ for Service

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

To enable the label to be used within Sicon Service, select and editing the label.

1. Sicon Service Help and User Guide - Maintain Appointment Labels

And select the Service  Tab to set:

The Label to be used within Service and The label Type (Options are as below screen shot)

2. Sicon Service Help and User Guide - Label Type Options

Work : An appointment type where chargeable work applies

Other: Used to block time out in diary so users know the engineer is not available, some users will use just one  generic ‘other’ label type for time such as Holiday’s, Doctors, Admin rather than set up a label  for each type of other type, there is no right or wrong option, just a company’s preferences when looking at the scheduler, if a Misc ‘Other’ is okay to cover a whole host of things, or if you want every type of a day’s activity to be cover by its own label type

Travel: Used to show travel time in Diary/Scheduler

Thereafter Select either between using Employee Charge Rates or Sage 200 Standard Price Book Functionality

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).

If Employee Charge Rate option is selected the Price Book options are greyed out.

3. Sicon Service Help and User Guide -Add Edit Appointment Label

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.

If using service stock codes and Price Book is your preferred option Employee charge rates are greyed out.


4.2. Maintain Appointment Questions

Pre-defined engineer mobile device appointment questions can be set up and linked to an all Appointments, a certain Appointment Type, Appointment Label or Customer or a combination of.

These questions are then visible to the engineers  on the mobile device within the relevant appointment

Completing their answers can be based on a pre-populated selection, Yes/No, Multi Answer Select, Free Text, with options to include where relevant a default answer.

Questions can be made mandatory if required which if set ensures the appointment cannot be flagged by the engineer on the mobile device as complete until the question answered

Important Note: Whilst testing internally and prior to testing and/or going live with mobile users we recommend you do not flag the questions as mandatory, as these are really relevant to the mobile users, so whilst testing internally only, you may not want to have to answer lots of questions that have been flagged as mandatory

We also suggest you are cautious with the number of questions you set up and flag as mandatory unless you really need to capture important information

Examples Appointment Questions

Have you signed the visitors book when arriving on site ?
Was the Companies Health & Safety Policy made accessible for you on arrival ?
Did you get an arrival signature or did you self-sign because no one was available?

Screen shot examples below include:

  • One specific to a sales ledger customer  with a selection of answers for the engineer to answer
  • One relevant to an Appointment Type, Appoint Label and Case Type , with a Yes or No answer required, and being mandatory
  • One relevant to all Work Appointments, with a Multi Select option of answer

5. Sicon Service Help and User Guide - Add Appointment Question

6. Sicon Service Help and User Guide - Add Appointment Question Default Answer

7. Sicon Service Help and User Guide - Add Appointment Question Default Answer 2

The main Appointment questions shows in summary the questions in place.

8. Sicon Service Help and User Guide - Maintain Appointment Questions

And users can filter by various options select search to show all, or if required search the question relevant to a specific case appointment.

9. Sicon Service Help and User Guide - Maintain Appointment Questions 2

 


4.3. Maintain Case Solution Options

Whereas a company you wish the solution entered to be from a pre-defined use this option to populate a list of solutions.

10. Sicon Service Help and User Guide - Maintain Case Solution Options

Solutions can be linked to a fault code for any custom reporting you may wish to create using Sage 200 Report Designer.

In order to turn the Case Solution box on the case description tab within a case from a pre-defined list, the feature will need to be enabled on the General Tab within Settings as below.

11. Sicon Service Help and User Guide - Maintain Case Solution Options 2

When enabled within a case, users will be able to select the solution as below.

12. Sicon Service Help and User Guide - Maintain Case Solution Options Case Desctiption

If the user creating the case has the feature enabled on their Role within Sage 200 ASM to Maintain Case Solutions they will also see in the above drop down list, an option to create a New Solution.

13. Sicon Service Help and User Guide - Maintain Case Solutions

If not the new solution button will not be visible as per the screen shot below shows.

14. Sicon Service Help and User Guide - Maintain Case Solutions 2


4.4. Maintain Case Summary Options

Whereas a company you wish to define the text used in the Case Summary Box, and for users logging cases to select a summary of the call from a pre-defined list, use this option.

15. Sicon Service Help and User Guide - Maintain Case Summary Options

In order to turn the Case Summary box on the case screen from a free text box to one containing a pre-defined lists, the feature will need to be enabled on the General Tab within Settings as below.

15. Sicon Service Help and User Guide - Maintain Case Summary Options 2

When configured to be used, when logging a case user will see the options available as below.

16. Sicon Service Help and User Guide - Maintain Case Summary Options 3

If the user creating the case has the feature enabled on their Role within sage 200 ASM to Maintain Case Summary they will also see in the above drop down list, an option to create a New Summary.

If not the new summary button will not be visible as per the screen shot below shows.

17. Sicon Service Help and User Guide - Maintain Case Summary Options 4


4.5. 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.

18. Sicon Service Help and User Guide - Maintain Case Tracking Status

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

Within the Mobile Tab in Settings it’s possible to configure the system so when an Engineer Arrives on site, and he syncs back to the office, and when he leaves and Syncs the system will add a tracking note, so users will need to ensure they are added as a tracking status before configuring the settings on the mobile tab.

19. Sicon Service Help and User Guide - Maintain Case Tracking Status 2


4.6. Maintain Case Types

There are four system Case Types, you can rename them, but you cannot delete them.

There are four system Case Types, you can rename them, but you cannot delete them

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, although users can also manually select this type when raising a case, and if not defaulted on a stock item, can be set when adding the stock item on to the sales order.

Return/Repair: When setting case type to this type, an additional ‘Customer Returns’ tab appears, allowing the users to record that the customers are looking to either return the Equipment Item, an item that is not the customers equipment item, but is an item that is a ‘Stock Item’ within the company’s stock system or a ‘Free Text Item. Users can then specify if an advance replacement of a stock item is required or a repair or depending on the circumstances a sop return/credit.

If a case is created with case type Return/Repair, but where the Returns/Repairs feature is disabled in settings the user will be warned and the system admin user will need to configure before a Return/Repair Case can be created.

Additional Custom Case Types can be configured as required. Cases can be searched for/listed by Case Type and reports written using this field.


4.7. Maintain Sub-Status (Case Sub Status)

When creating new case and you assign a case Status (new by default, until changed), it may be you require a 2nd level of call status, may be as a way of identifying a type of customer or because this is a field that could be added to the grid view that its used as an alert for example ‘Priority Customer’ or ‘New’ Customer’. The field name for adding to the grid is SiSMDocumentSubStatus Name.

When creating these sub-status’s, you can link them to a case type, so the association to each other is as required.

21. Sicon Service Help and User Guide - Maintain Sub-Status (Case Sub Status)

This is not designed to be used as the status of the case i.e. New, Logged, Customer called in, or waiting PO instead these types of status should be controlled by Tracking Status.


4.8. Maintain Contacts

Use this feature to create contacts at the customer’s location where the engineers are to visit, and/or for those people who will be calling and logging Service  cases (These could be different to the sales ledger contact of the customer whom owns the equipment).

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  Contacts are separate to and not linked to SL roles/contacts.

22. Sicon Service Help and User Guide - Maintain Contacts

The contacts from within Sicon Task & Contacts Module (if installed uses the same tables).


4.9. Maintain Locations

Location and Sub-Locations are used to record where the customer’s equipment is located, in order to know where the engineer has to visit. (Sub Locations are relevant only to Sicon Service & Contracts).

They are linked to and are held the same table as Sage SOP Delivery Addresses.

There is an import available if required (Utilities – Import SOP Addresses).

23. Sicon Service Help and User Guide - Maintain Locations

Within various screens and process filters and searches are possible by Location and/or Sub Location. For example, when generating preventative maintenance cases through the servicing routine you can choose to generate cases per location or per sub location for the equipment items that need servicing.


4.10. Maintain Couriers

Used for internal reference and to specify the preferred courier to be used when sending parts out from the stores for example, so by specifying these on a case (and on the picking note and despatch notes) stores or whomever is responsible for arranging to send out the parts to the engineer for use on an appointment will know which courier to use.

24. Sicon Service Help and User Guide - Maintain Couriers


4.11. Maintain Delivery Codes

For Internal reference specify the required date / 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.

25. Sicon Service Help and User Guide - Maintain Delivery Codes


4.12. 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.

26. Sicon Service Help and User Guide - Maintain Email Templates

Important Note: During testing prior to go live, we advise that unless you really want email communications to go to customers when appointments are flagged as confirmed, or appointments and/or automated work reports via your smpt server to engineers that the three relevant features are not enabled until just prior to go live and then only when the companies SMPT settings have been configured on the Scheduler Tab within Settings

The three features in question are:

– The Enable Appointment Calendar Email Invites on the Scheduler Tab

27. Sicon Service Help and User Guide - Maintain Email Templates 2

The Enable Customer Emails on the Mobile Tab

28. Sicon Service Help and User Guide - Maintain Email Templates 3

And the Automatically send Engineer Report to Customers upon Mobile Appointment Completion.


4.13. Maintain Employees

Employees and or Engineers details are stored in the Sicon employee tables within Sicon Common Components, this is because multiple Sicon may contain the same employees, meaning that when changes are made either within Job Costing or Service the same record and tables are updated and changes are reflected in both modules).

Employees

Employees within the Service context can be assigned to a team and where relevant assigned cases or be scheduled for appointments on a case as well as being a Sage 200 user.

30. Sicon Service Help and User Guide - Employees

For accurate costing against the case job during set up ensure that the employees cost rate is entered within the cost rates tab. When costs are shown on a Sicon Job derived from a case, no nominal postings are made, this is purely for reporting the profitability of a case. Most companies have a cost plus overhead figure they sued based on different engineer’s skills and use this as an hourly / daily cost.

Where you charge based on the employee/engineer themselves and a standard hourly or daily rate, you will need to ensure the charge rate is set against the employee on the charge rate tab.

If you charge customers the same rate for all employee’s / work type / regardless of time of day for example you could look to set up prices within price book, using service stock codes and link to appointment labels.

Where you have different costs for engineers depending on the time of day they work on an appointment you should be using working patterns to set up the times or times of hours and the associated cost rates.

Likewise, if you charge customers differently for work carried out on a case based on the time of the day or based on hours, then use working patterns to achieve this.

Where you will be scheduling 3rd party engineers (Sub-Contractors) within the scheduler you will set them up as an employee but flag them as a Sub Contractor are set up as an be included in this list for scheduling appointments sub-contractors can be linked to a PL account).

31. Sicon Service Help and User Guide - Employees 2

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

In order to either schedule an appointment for an employee and/or transfer parts to them to be used on an appointment then the fields on the Employee Service Tab should be considered as a Pre-Requisite to using the module.

Service Tab

32. Sicon Service Help and User Guide - Employees - Service Tab

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

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.

With regards to Warehouse (Stock Location) set up, our advice is either use the Vehicle registration or the Engineers name. During the case parts (Stock) transfer you can select to track by engineer’s name rather than the warehouse name so it’s not that service admin users have to know all vehicle registrations off by memory

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 such as Engineer Time Charged

Postcode Areas: To assist when scheduling employees to cases, if it’s the case where engineers work in a very limited postcode area (Caution is recommended in using this feature, if you are planning to use out advice is to set the first few digits of the post code i.e. NR2 not the whole area NR2 1NR)

Plant (Previously known in the module as other resources)

Plant 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. Items that engineers do not carry with them at all times, and you need to show on a diary that they are out

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 Description.

These are setup within the Sicon Job Costing Module under the menu item Maintain Plant.

33. Sicon Service Help and User Guide - Employees - Plants


4.14. Maintain Equipment Questions

Pre-defined equipment questions can be set up and linked to a Product Group/Stock Item/Case Type/Customer/Warranty Status or a combination of

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, Multi Answer Select, Free Text, with options to include where relevant a default answer.

Questions can be made mandatory if required which if set ensures the appointment cannot be flagged by the engineer on the mobile device as complete 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.

34. Sicon Service Help and User Guide - Maintain Equipment Questions

Important Note: Whilst testing internally only and prior to testing and/or going live with mobile users we recommend you do not flag the questions as mandatory, as these are really relevant to the mobile users, so whilst testing internally only, you may not want to have to answer lots of questions that have been flagged as mandatory.

We also suggest you are cautious with the number of questions you set up and flag as mandatory unless you really need to capture important information.


4.15. Maintain Fault Codes

Fault codes can be used on a case whilst logging, or during the life of a case, and can be linked to a solution and/or Employee skills to select the appropriate engineer for that case (see Skills and Abilities).

As standard when the module is installed there are three default ones already created. These can be amended, removed or additional ones added.

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.

35. Sicon Service Help and User Guide - Maintain Fault Codes
Fault codes are not a mandatory requirement for logging cases.


4.16. 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.

36. Sicon Service 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.

37. Sicon Service Help and User Guide - Maintain Priorities 2


4.17. 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. They are not a mandatory feature however if you would like visual alerts if you are not responding to new cases or cases with certain criteria’s set, then they are a useful tool.

SLA’s can be associated with a contract line within Sicon contracts, with a Cover Type or both.

38. Sicon Service Help and User Guide - Maintain SLA

Basic: the timer on a Basic SLA will be triggered from the point the case is logged.

When the SLA Warning point in time is reached, the SLA in the Service Desk screen will display Amber and will display Red when the SLA Limit is reached.

To show these on either the Service Desk or Appointments grid (right click – Edit Grid) and select TimeLeftToMeetSLA and SLAExpiryDatTime

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.


4.18. Maintain Cover Types

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).

Cover Types are powerful, as you are able to pre-configure to how you need the system to handle the case as far as what is chargeable to the customer and what is included or FOC by default (Based on system settings they can be overridden / changed on the Billing Summary tab during the billing process).

39. Sicon Service Help and User Guide - 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.

40. Sicon Service Help and User Guide - Maintain Cover Types 2

Against each cover type you can also set various other aspects such as:

  • SLA/ Service Level Agreements (i.e. response time agreed)
  • Case Priority: Use to flag whether a cover time, also carries a case priorityif 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.
  • Misc: Price Limits: 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
  • Labour and/or Parts Included; if not whether any discounts apply
  • Free Time: Useful if you include any free time on an appointment (i.e. first 30 mins free)
  • Override Prices: Use with caution, and on the understanding if used, these prices override any other charging pricing structures you have set elsewhere in the system
  • 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.
  • 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).
  • Expenses: Do you cross charge any expenses incurred by engineers whilst on an appointment (i.e. un-expected hotel costs, engineer having to go to local DIY store to buy items that he needed to complete the job

Cover Types Hierarchy

Live/Active Contract Lines take preference over any other defaults set within Sicon Service or the customer, if creating a case for a piece of equipment linked to a contract line where a cover type has been set. (Live Active meaning a contract line is in a live contract period and has not expired)

Cover Types Specific to customers can be set:

On the Customers Sales Ledger Account, on the Service Tab and/or On the Customers Contract Line, within Sicon Contracts.

System Default Cover Types can be set: Within Service, Utilities and on the Cover Types Tab
And / Or On the Customers Contract Line, within Sicon Contracts.

Customer’s default Cover type will take preference over the defaults set within Sicon Service, 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.


4.19. Maintain Return Reasons

For Internal use If using the system to record customer returns (activated when a case type is Return/Repair), and as a business you like to record the reason for return, some examples below.

41. Sicon Service Help and User Guide - Maintain Return Reasons


4.20. Maintain Return Sub-Statuses

For Internal use and if using Return Status as described above, and if you need a further level of analysis on reasons for return, you could configure as examples.

42. Sicon Service Help and User Guide - Maintain Return Sub-Statuses

During the return process users can select one of the pre-defined reasons, and if they choose to and if configure a Return Status. This information could then be reported on using customer reports within Sage 200 report designer.


4.21. Service Templates

Service templates is a process where you can manage multiple equipment service dates and service complexities with pricing variants if multiple service types are carried out at the same time.

This functionality is enabled on the Equipment Tab within Settings.

43. Sicon Service Help and User Guide - Service Templates

For example, if your line of business is servicing cars, vans, trucks and tail lifts, each type of vehicle in their own right may need multiple services or road checks.

If the equipment item is:

  • A car it may need within a 3-year period an Oil change, Tyre pressure check, MOT and a full Health Check.
  • A Lorry or Tail Lift vehicles may need the same but additional weight tests.

Service Types:

Each Service Type will need to have its own Service Stock Item associated to it, as the service stock code is used for SOP invoicing purposes. Where a combination of servicing applies with its own price they would also need creating as service stock items.

44. Sicon Service Help and User Guide - Service Templates 2

Intervals:

You then specify each of the intervals; In our example we are saying Oil changes are due every 6 months, Tyre Checks every 12 months, MOT’s due every 15 months and a Health Check every 24 months.

45. Sicon Service Help and User Guide - Service Templates 3

Each Service Type/Service Stock Item is then linked to the different Interval serviced.

46. Sicon Service Help and User Guide - Service Templates 4

Selecting the relevant options.

In our example we only have one type of service template vehicles as seen below in a summary screen, but you can add as many as your complex business requirements around servicing requires.

47. Sicon Service Help and User Guide - Service Templates 5

Assigning Equipment to a Service Template

You then need to assign the individual equipment record to the relevant service template, this is done on the servicing on the equipment record itself.


4.22. 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.

48. Sicon Service 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 Settings.

49. Sicon Service Help and User Guide - Maintain Teams 2


4.23. Maintain User Teams

Link Sage 200 Users to Internal Teams so that case can be assigned to them to manage and/or where relevant schedule them on the case appointment scheduler.

Note: our user names may look a bit odd in our screen shot because for demo purposes we log on with names that are Sicon modules for testing purposes.

50. Sicon Service Help and User Guide - Maintain User Teams


4.24. 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).

51. Sicon Service Help and User Guide - Maintain Expense Types

 


4.25. 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.

Maintain Skills: create appropriate skill sets.

54. Sicon Service Help and User Guide - Skills and Abilities 2

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

55. Sicon Service Help and User Guide - Skills and Abilities 3


5. 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.


5.1. General TAB

Service - Email prompts

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.

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 (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).

Case Address cannot be free text: if enabled, when adding or editing a case, the case address must be selected from the list available in the drop down list, and not free text

For Installation Cases: (Generated from SOP where a stock item is flagged as requiring installation) If enabled updates the SOP promised date with the first appointment date in the installation case

Automatically Assign Case to the Case Creator: If enabled the system will automatically assign the case to the person who created the case

Allow case Creation with a Customer: If enabled allows a case to be created from a Contact. Primarily used where customers have Sicon TCM (Task & Contacts) and where contacts are end users logging cases where a sales ledger account is not required as no billing applies. Not every single Sicon Service feature in release 18 supports this function, this feature will be expanded in line with future development in both Service and TCM

Case Summaries: Where companies would prefer those users logging calls to pick the case summary from a pre-defined list enable this feature. This is an either or feature, so if companies wish users to free text then we recommend you do not enable. For more details of this feature visit section 4.4

Case Solutions: Where companies would prefer those users recording case solutions to pick from a pre-defined list enable this feature. This is an either or feature, so if companies wish users to free text then we recommend you do not enable For more details of this feature visit section  4.3

Legacy DMS: Only relevant where Sicon Service is an older version and linked to Legacy DMS.

Last case number/prefix: Enter the next Service Case Number and Prefix if applicable i.e. an existing Service 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).

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’.

Initially load the Service Desk with Options:

User Cases – If enabled the user logging in by default will see only cases assigned to them

User Teams Cases – If enabled the user logging in by default will see the team that they are assigned to cases

All Cases If enabled the user logging in by default will their team, that they are assigned to cases

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 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.

Email Prompts

Important Note: During testing, we advise that unless you really want customers to receive your test cases   we advise this feature is being not enabled until ready to do so, and perhaps prior to going live, create a case for a test sales ledger account, with one of your teams own email address on the customer and/or the case so they receive the case communication and you can review the contents and be happy with it going out to customers once you are live

First option is to whether to enable customer’s emails or not

 Service - Email prompts

If the first box is enable you can also thereafter, choose to specify whether you wish for the system to automatically suggest an email to be sent at

Case Creation or and Case Completion

If enabled, the Email Tab appears on a case and emails can be sent to customers to keep them updated when a new case is logged or during the case life with a case update from within the case users would select the required template from the dropdown at the top of the page but if required, the text can be edited before sending.


5.2. Equipment TAB

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

57. Sicon Service Help and User Guide - 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.

Enable Supplier Association:  If on the equipment record you wish to record a supplier enable, if not enabled the supplier account fields on the equipment record will be hidden

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 (See above supplier association option)

Service Interval: Users will be forced to enter the relevant Serval Interval

Next Service Date: Users will be forced to enter the date of the next service for that piece of equipment

Servicing Strategy

Enable Service Templates: Only enable if you need to have functionality to have multiple service dates for a piece of equipment which in turn would require service templates to be created. For more details see section 4.21

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 5thFeb 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’.

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.


5.3. Parts and Stock Transfer TAB

Sicon Stock transfer is within Sicon Common Components Module  as the stock transfer method is used within several of Sicon Modules

Within Service its used to can handle the transfer, allocation and use of stock parts being issued to the case / the engineer working on an appointment within the cases.

58. Sicon Service Help and User Guide - Parts and Stock Transfer TAB

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.


5.4. Expenses TAB

Where there have been expenses on the case, you may wish to record them, it may be you do not charge expenses on, but would like to record the cost against the case / and linked Job. Or you need to record them because you are able to charge them on to the customer.

59. Sicon Service Help and User Guide - Expenses TAB

To add, select add on the expenses tab, select the type (expense types are confirmed within the modules Maintain Expenses menu).

Enter the relevant details and the cost (it will be the cost that pulls through to the billing summary tab, unless in settings you have said you do not charge expenses.

If being charged on to your customer, and if the expenses selected in the above screen is not linked to a service stock item, then the default nominal as specified within settings will be used.

60. Sicon Service Help and User Guide - Expenses TAB 2

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.


5.5. Job Costing TAB

If using Sicon Contracts, 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.

61. Sicon Service Help and User Guide - 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 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 labour that can be reclaimed e.g. WAR-LAB


5.6. Returns and Repairs TAB

These settings within this tab relate to sites where equipment is returned either:

  • Using Customer Returns (only appears when a case is a Return/Repair Case) or
  • The engineer returns a part previously allocated to a case on the parts tab and is no longer required / used removed from site for repair
  • Enable Customer returns and repairs to enable the features to allow Customer Returns / engineers parts to be sent back

62. Sicon Service Help and User Guide - Returns and Repairs TAB

Return Items to Account/Location: Use to specify an internal sales ledger account 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: During the customer returns process If equipment is un-repairable and needs to be written off and is a stock item that is being returned to stock to an inspection warehouse select a default stock write off category for any relevant nominal movements.

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).


5.7. Analysis Codes TAB

The first three options are relating to pushing data through to standard Sage 200 SOP analysis codes on an SOP Header, when the case has been billed.

Companies can choose to specify using the uses Sage SOP analysis that the sales order for example has derived from Service and to use one of the SOP analysis codes to display the case number.

63. Sicon Service Help and User Guide - Analysis Codes TAB

Case Analysis Tab

Companies can configure up to 20 analysis codes which can be used on the Service Case itself one example being if you wish to analyse the region within your company that looks after the case customer.

Analysis codes can be made mandatory, free text, or a pre-defined drop down list created for users to pick from.

64. Sicon Service Help and User Guide - Analysis Codes TAB 2

When enabled / set up they would be visible and populate on the Service Case and the Analysis Tab.

Equipment Analysis Tab

Companies can configure up to 150 analysis codes which can be used on an equipment record, one example being to record the suppliers invoice that you the company purchased it from, or to flag if the equipment item was a product you made internally.

Analysis codes can be made mandatory, free text, or a pre-defined drop down list created for users to pick from.

65. Sicon Service Help and User Guide - Analysis Codes TAB 3

When enabled / set up they would be visible and populate on the equipment record and the Analysis Tab.

67. Sicon Service Help and User Guide - Equipment Analysis Tab Analysis Codes TAB


5.8. Cover Types TAB

This area is where you set the modules default cover type to be used

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’.

68. Sicon Service Help and User Guide - Cover Types TAB

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 tab.

Hire Items / Fixed Assets: Only to be populated if using Sicon Hire and Fixed Assets. If used and a service case is created for a service call on an equipment record that is a hire/fixed asset – set the default cover type here.


5.9. Appointments TAB

69. Sicon Service Help and User Guide - Appointments TAB

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 ( Service Stock Code)  Service Engineers Time Charged (Service 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

Costing: Use Cost Rates or Use Work Patterns:  Specify where employee cost rates are derived from, options being on their individual employee record on the cost tab or in accordance with their work pattern as linked on their employee record. Work Patterns are set up within Sicon Job Costing and Maintain Work Patterns

Billing: Use Charge Rates or Use Work Patterns:  Specify where employee charge rates are derived from, options being on their individual employee record on the charge tab or in accordance with their work pattern as linked on their employee record. Work Patterns are set up within Sicon Job Costing and Maintain Work Patterns

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

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

Scheduler Display

Load the Scheduler/Diary with no engineers selected: Speeds up loading : If enabled when the scheduler loads, the system will not load up all the appointments for all the teams / engineers. The user would then select all engineers, some or just the one engineers whose appointments they wish to see and to schedule

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

Show Internal Teams in the Resource Scheduler: Enable if you wish to see the Internal Team Members within the scheduler, useful if you need to schedule internal engineers  

Sort Engineers by either First Name or Surname: When the list of Engineers are first loaded in the panel within the scheduler view, choose in which order they show

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

Automatically create placeholder travel appointments for work appointments. Enable if you wish the system to by default travel appointment prior to and post a work appointment scheduled.

If this is enabled on an appointment when an engineer is scheduled the system will automatically add a travel to and from the appointment, the duration of the travel appointment will be based on the duration (minutes) specified in the setting above (Schedule engineers to arrive xx minutes before appointment)

The screen shot below shows how these ‘placeholder travel appointments’ appear:

70. Sicon Service Help and User Guide - Appointments TAB Appointments and Labour

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, useful for companies who has engineers working out of hours when the office is closed, and they are on call where customers call a pool mobile phones, and they fill in manual paperwork for these out of hours calls , and the office needs to create a proper service case the morning after.

Although those customers using Sicon Service release 18 and later, and have mobile users do have the ability on the mobile devices to create ad-hoc cases. If enabled on the Mobile Tab, after syncing back to the office the customer service team who manages the service desk would need to review the ‘ad-hoc cases’ to populate remaining fields and bill accordingly.

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

Google Distance Matrix API Key: Enter your companies own Google Distance Matrix Key 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.

Where you as a company does not hold your own licence its possible for the module for a Travel appointment to use postcode-based mileage and duration estimates calculated using Sicon’s Google Distance Matrix API. [ For details of costs and how this would be calculated and charged with using this service please speak with your Sage Business Partner.

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


5.10. Scheduler TAB

These settings relate to the diary when scheduling appointments.

Important Note: During testing, we advise that unless you really need appointments and/or automated work reports via your smpt server to engineers that the features are not enabled until ready to test with engineers and just prior to go live.

You can configure this page in preparation, just do not enable the first tick box until ready companies SMPT settings have been configured on the Scheduler Tab within Settings.

71. Sicon Service Help and User Guide - Scheduler TAB

When you do tick this the ‘Enable Appointment Calendar Email Invites you must 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

When Ticked / Enabled: 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 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.

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

Allow Schedule Conflicts: Enable if you allow conflicting appointments to be scheduled. This could be used where service admin schedules call 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 within Sage or the company’s tablets), that Service 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 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 Settings – Host 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


5.11. Mobile Setup

The ‘Enable Service Manager Mobile Features’ within this screen enables the tablet interface, which will allow both online and offline use.

The engineer will manually 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. (There is no Auto Sync functionality feedback is that companies prefer their engineers not to assume the device has synced back to the office)

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’, if the mobile string has been entered off the main menu then it will copy it in to here

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 mobile and these settings can be changed at any time by accessing this screen.

Sicon Service - Mobile Setup Tab

Mobile App Download

This area of this screen explains how you would download either the Android or iOS version of Service Mobile APP

If on your mobile device, you have QR code functionality use with the mobile device to automatically reach the correct content, thereafter choosing to send the link to another use or open in browser/ Apple store in our example:





5.12. Mobile Options

Sicon Service - Mobile Options Tab

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.

Enable GPS Tracking : If enabled sends the GPS co-ordinates from the Mobile App back to the service module and visible on the Map and can be used to calculate the nearest engineer for new cases

Automatically send Engineer Report to customer upon Mobile Appointment Completion: 

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.

But where you as a company trust your engineers work reports to be accurate and allowed to be sent automatically without someone in the back office checking enable this feature.

Once the engineer has sync’d his tablet back to the office you can do so.  In order for this work you will need to ensure that :-

An email template has been created –  See Email Template Maintenance and for that template to be associated with the Appointment Report

This feature ‘Automatically send Engineers Report to customer upon Mobile Appointment completion’ is enabled

The Email and SMTP settings to be configured within the scheduler tab within Settings

And ensure an email address to be configured by your I.T department to specify from whom the customer will see that the emailed ‘Work Report’ will come from

If you do not wish that to be a specific users email but instead a generic one, such as servicedesk@xxxx.xo.uk please make sure your I.T department configures it that if the customer replies it does go in to someone’s inbox.

Sicon Service - Work Appointment

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

Use Start/Stop Time tracking: Enable If you need minute by minute tracking off engineers, with their time allocated to a work appointment / label for his / her whole working day. I.e. Travel, Admin, Te Break, Telephone Calls, lunch and so on.

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 and syn’cs back to office for an appointment with the option to specify the Case Tracking Status. When used , a green arrow symbol shows on the Appointments list which is a handy visual for the service admin team to know he has arrived on site

Raise a Tracking Note when Engineers Leaves On-Site:  if enabled, a tracking note will be automatically generated against the case when an engineer leaves and syn’cs back to office for an appointment with the option to specify the Case Tracking Status. When used , a green arrow symbol shows on the Appointments list which is a handy visual for the service admin team to know he has left site

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

Enable Ad-Hoc Case Creation on Mobile: If you offer out of normal office hours call outs, when the office is closed so the service admin team are not there to log the service call, and for example where the engineers have a mobile number that customers call out of hours. This would neglect the need to engineers to manually fill in paperwork and send back to the office for those out of hours’ calls

This feature is useful also if you allow your engineers to take on more work if asked by the customer they are visiting whilst on an appointment that is not related to the case appointment they have been sent to.

Prior to Enabling ensure you have a relevant Case Type Created ‘Maintain Case Types’ and define which appointment label to set

In either case If enabled on the Mobile Tab, after syncing back to the office the customer service team who manages the service desk would need to review the ‘ad-hoc cases’ to populate remaining fields and bill accordingly as the info entered by the engineer is limited as you can see by the screen that they would enter the details.

Sicon Service - Ad-Hoc Case

This feature will likely expand in future releases, to allow more info to be added by the engineer and sync’s back.

For now, when the service admin team filters the case type for ad-hoc cases (As defined in settings on the Mobile Options Tab), the relevant ad-hoc case will display.

The service admin user will then edit, and select the correct sales leger account and populate remaining required fields on the various tabs.

Sicon Service - mobiile Options image 4


5.13. CRM Tab

For those users running Sage 200 CRM and where they wish CRM users to log an initial service call from within Sage 200 CRM, they can do so, and using a Sicon Service in the background during a specific work flow action a case can be pushed through to Sicon Service Module

If customers are looking to use this feature additional consultancy would be required both for the CRM side and Service side.

In summary:

  • Newly Created fields in CRM would have specific names
  • A Sicon Service, 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 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.

*CRM workflow consultancy is something that would be something that should be discussed further and carried out with / by your Sage 200 Business Partner.


5.14. Location API's

With effect from 19th October 2018, Google removed all free unregistered user mapping and distance calculating services. Customers will still be able to sign up with Google Services on a pay as you go basis

This means that with the release of the Sicon v18 Service (and Sicon WAP v18) the modules will not have any default API keys in and it will be necessary for companies to register for their own API keys.

Please refer to the Google API web page for information on Sicon Module Usage, Pricing and Obtaining a Google API Key.

Sicon Module Usage Explained, Pricing & Obtaining a Google API Key

Loqate Options

API Key: Where a company has a Loqate* Address Finder / Postcode look up licence and wish to use in relevant feeds within a Sicon module, primarily Service, enter the licence key here.

Address verification from Loqate is a reliable way to capture accurate address data and ensure data quality in your systems (We chose Loqate as a 3rd party company to integrate into our modules from a referral from several of our existing customers, using it in their businesses, apart from that Sicon Ltd has no legal association or legal affiliation with Loqate GBG).

Find Address can be seen within Service and other Sicon modules if enabled, the ‘Find Address Button would be seen on the relevant screens as below:

When used, users can enter part or all of postcode to search, select and confirm.

Or users could search by a company name.

If your company is not currently signed up for Loqate, there are three ways you can sign up:

1. Follow the below URL:

https://account.loqate.com/partner/sicon11111

You will then be taken to the following screen:

2. From this settings tab you can select to ‘Sign Up Here’:

3. When you select the Find Address button on a case, where there is no Loqate key entered in setting, the following screen will show and you select ‘Click here to sign up for Loqate’:

 


6. Utilities


6.1. Import Cases/ Import Equipment/Import SOP Addresses

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

Cases, use to import for example open cases from an another system or if previously using excel. It is always worth creating a few test cases manually within Service first to ensure uses know what fields are used within a case, and the data that is populated in said fields so when preparing an import spreadsheet, they have some background knowledge.

When loading you would use the ‘create template’ button first which you would then save and open to see the type of data /an example.

The option is available to link the imported cases to a Sicon job, in line with Job Costing defaults within Service settings.

76. Sicon Service Help and User Guide - Import Cases- Import Equipment- Import SOP Addresses

Equipment records can also be imported, recording all the relevant info required on an equipment item, fields being mandatory if flagged as being mandatory on the equipment tab within Service settings

If linking to an existing Sicon Contracts line, this can also be specified on this import. If you are looking to create the contract / contract lines through an import, then this would be done via Sicon Contracts during which you can add equipment items on to that import file rather than having to prepare two separate imports. For more information of Importing Sicon Contract & Contract lines see section ‘Import Contracts’ within Utilities within Sicon Contracts.

77. Sicon Service Help and User Guide - Import Cases- Import Equipment- Import SOP Addresses

Other Service Imports available.

Import Equpment Questions:  For more information on equipment questions and how the system uses them see Maintain Equipment section.

SOP Addresses , including any sub locations, used on cases to record where the equipment is located , and visible to engineers on mobile devices is being used.

Service Stock Item Settings (Userful where you have been using sage 200 stock for a while, you are now implementing Service and wish to flag existing stock items as being those you would like the Service to create equipment records for when the stock item is added on to a sales order.

78. Sicon Service Help and User Guide - Import Cases- Import Equipment- Import SOP Addresses

In turn the relevant fields on a stock item will be populated/set.

79. Sicon Service Help and User Guide - Import Cases- Import Equipment- Import SOP Addresses

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. CSV format is required for importing.


6.2. 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.

Sicon Job Costing & Contracts (which are part of the Service Suite) are currently separate enabled modules and all three will be required to license the Service Suite.

80. Sicon Service Help and User Guide - Import Cases- Import Equipment- Enable Module


7. Service Desk

When Service Desk is first open, depending on settings the user will see either cases assigned to them, cases assigned to the team of which they are part of or all cases.

Cases will be seen either oldest at the top, or newest at the top (depending on how the system was set to load within the General Tab within Settings.

The number of cases initially loaded will depend of the ‘default max cases in list setting’.

81. Sicon Service Help and User Guide - Import Cases- Import Equipment- Service Desk

The Service Desk displays initially based on the filter criteria selected at the top of the screen.

Cases can be filtered by customer, contact, location, case reference, case summary, stock item, equipment record serial number or/and ID, case type, cover type, cases status and/or sub status, last tracking status, Internal team, case admin (Sage 200 user), external team, case created by, customer order number or a SOP linked sales order, or where relevant a combination of some.

82. Sicon Service Help and User Guide - Import Cases- Import Equipment- Service Desk

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.  We recommend that the default one is carefully edited, and where different views are required add addition ones, familiarising yourself with the available fields first by editing the grid and reviewing which fields are available to display

These views are shared with all company users

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 (From within the case and Print you can also generate a Billing summary of the case to send to the customer)
  • 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.

8. Cases

There are several options to raise a new case manually or for the system to raise a case automatically

Manually Adding a Case
– Select New Case from the Menu
– Add New from the Service Desk View

Both options above would require any equipment assigned to the customer that the case being logged relates to being added manually within the case description tab

Alternatively if customers normally log cases with you , quoting their equipment details , or you search based on a location or like to see the list of equipment the customer has before raising / creating a new case the better method  would be to :-

– Select New case via Equipment  (If using this method and you find the equipment then add new case, the equipment details will be listed in the case description tab)

Automatically

  • Preventative Maintenance Cases Are automatically created as part of the Service Equipment Routine
  • Service Manager Mobile Ad-Hoc  : When you have enabled the Service Mobile Ad Hoc Case Creation feature within the Mobile Tabwithin Settings where a very basic case with basic information can automatically be raised via the mobile app, this is where an engineer adds on their mobile device an ad-hoc case and syncs back to the office

Where stock items are flagged as requiring installation, when the stock item is added to a sales order, upon saving the sales order the system will create installation cases. Depending again on settings on the stock record, on the service management tab (setting being ‘Requires separate case so 1 case per Qty of 1) the system will if the Unit Qty is greater than 1, the system will either create 1 installation cases or 1 per stock item 

There are two alternative methods: These being if you are using Sage 200 CRM outside sage to log a service call and using a Sicon service to push the case through to Sicon Service or use the import cases.


8.1. New Case via Equipment (recommended route)

The only difference between New Case as described in great detail above is that users can create a case by selecting New Case via Equipment this option allows out to search and pick the piece of equipment that you need to log a service case for.

Users can search for the equipment search for the equipment using several filters including a specific serial number  e.g. Serial Number.

83. Sicon Service 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.

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

All other aspects of the case remain the same, described with section 8.


8.2. Case Details

When manually adding a case via new case method, users will first select the Customer and then proceed to populate the fields as required, noting that the field values will be related to the information you will have set up within the various Maintenance menu options together with your Service Settings.

Information recorded on the case can include such items as:

  • Link to a Sicon Contract Line
  • Link to a specific Sicon Job or marked as Non Contract
  • Any Customer Purchase Order number
  • Ability to assign to a customer’s location (SOP delivery address) and if applicable sub-location
  • If the Loqate Postcode finder / address validation 3rd party software is enabled, users can use the ‘Find Address to pick relevant SOP address
  • Enter a Summary description of the fault (or select from a pre-defined list if configured to do)
    Select a Case Type (Mandatory) and options to select a 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, if you click on an another tab before saving the system will generate a case number.

Users can choose to simply save the case at this stage or choose to schedule an engineer, add parts and continue to process the case.

Other steps in the life of the case detailed below.


8.3. Tracking

Tracking notes are a powerful and very useful feature.

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 Settings.  Cases can be filtered by tracking status.

Example of some tracking status below:

86. Sicon Service Help and User Guide - 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.

NB: 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).


8.4. Case Description

If a case is logged via ‘New Case via equipment’ the relevant equipment will already exist on this tab.

Where not, then to add manually select Add, if equipment is already linked to the customer they will be listed for user to select. Multiple items of equipment can be added to a single case if required.

87. Sicon Service Help and User Guide - Case Description

If when selecting the piece of equipment which you are adding to the case, there is a SLA associated specifically to that piece of equipment you will be asked if you wish to override the current case assigned SLA.

88. Sicon Service Help and User Guide - Case Description

On this screen user can untick the ‘Use Summary as Description’ in order to add additional case information

Although unlikely to be actioned when logging a case, unless resolved over the phone Solutions notes can be recorded, and if solutions are linked to fault codes, a fault code will be linked. If it is a case that the case has been resolved quickly over the phone with no billing required, the case can be completed at this stage or if indeed there are charges to be invoiced (it’s possible to configure time charged based on a tracking note) the case can also be billed straight away as well.

Within this screen user can also choose to select, edit or remove equipment:

  • View Stock Item: If the equipment record is an item that is also a stock item, you can select to View the 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, this is useful if you would like to review previous cases for the equipment in question, what parts have been added.
  • Print: Customer, Engineer Case Detail reports and a Billing Summary.
  • Return/Repair Equipment: a work flow can be followed for equipment that needs to be removed from the customer’s site returned for repair.

8.5. SLA

This Tab is only enabled when within SLA set up, on the relevant SLA Stages/Triggers have been added as example below:

89. Sicon Service Help and User Guide - SLA

If so on the case the SLA Tab appears.

90. Sicon Service Help and User Guide - 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).


8.6. 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).

Important Note: During testing, we advise that unless you really want customers to receive your test cases   we advise this feature is being not enabled until ready to do so, and perhaps prior to going live, create a case for a test sales ledger account, with one of your teams own email address on the customer and/or the case so they receive the case communication and you can review the contents and be happy with it going out to customers once you are live.

91. Sicon Service Help and User Guide - Emails


8.7. 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.

Associated engineer costs and suggested charges will be linked as committed on the relevant job until billed at which point they move to committed.

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.

Depending on settings the scheduler will load with existing appointments or not. If the engineers are not ticked, then the setting within setting has been set to not pre load.

Select / Tick a single one, multiple or select ‘show all’ to show all.

Alternatively filter by Team, Skill or if enabled to show on scheduler (this is set on the scheduler tab within settings) users can select to filter by Internal team.

NB: If you are using Postcode areas to specify that engineers only work in certain post code areas, depending on the case postcode you will see only a limited number of employees. For more details regarding restricting employees to postcode areas see the Service Tab on the employee record and / or section  4.13 Maintain Employees.

This will bring up the Schedule and depending on various filters, show the available engineers.

Once you know which engineer you wish to schedule simply double click on the appropriate day for the appropriate engineer and this will open the blank appointment screen as screen shot below.

92. Sicon Service Help and User Guide - Appointments and Labour

Users will then enter the proposed start time and end time, ensure label type is set correctly, flag if the appointment has been confirmed with the case customer (when this appointment confirmed button is ticked the appoint will appear on the engineer’s mobile device when they sync).

If additional engineers are attending site with the proposed engineer the resource box can be selected to choose additional engineers (noting that where, multiple engineers are used all costs for the chosen engineers will show on the relevant job).

Add any additional information for this specific appointment in the Appointment Brief Box.

93. Sicon Service Help and User Guide - Appointments and Labour

If as an organisation you schedule appointments in the diary, and allow appointment conflicts is enabled (Scheduler Tab within settings), it may be you do not tick the appointment confirmed until a later stage, when you have added all appointments, reviewed the scheduler as a whole to see if the order of proposed appointment s work

When saved the proposed visits will show with any travel added, whether travel added manually or placeholder travel appointments are configured to be used. For more information on placeholder travel appointments please see section 5.10 Scheduler Tab within settings.

Fields on the Work Appointment Screen Explained:

Subject: will show certain details of the case , the preferred content of which is set in Settings and on the Appointment Tab. Options are as screen shot below shows:

94. Sicon Service Help and User Guide - Appointments and Labour

Start and End Time:  This is the proposed duration of the appointment, for which defaults can be set on the Scheduler Tab within Settings.

These start and end times is NOT where actual time should be recorded when the engineer has let you know his actual time on site. If mobile engineers are using mobile devices and syncing back then the ‘Actual Start and End Times fields are those that are updated, and it is these fields (Actual) that whilst testing (or if mobile devices not being used and everything is done within sage 200/the service module should be updated to record actual times

All Day Event: Simply hides the start time and end time, and uses the ‘Default Appointment Start/End Times as specified in settings’ So if your appointments are general all day appointments starting 9am-5pm set in the default to save time when scheduling an appointment. They can be amended on each appointment when being created

Label: select type of type appointment label, for new installs the default appointment is ‘Work. For more information on appoint labels see section Maintain Appointment Labels 

Resource: Will default to the engineer selected, but if additional engineers required on the same appointment use the drop down box to select can be changed if required and more than one engineer allocated to the appointment if required as per screen shot below (Noting that where, multiple engineers are used all costs for the chosen engineers will show on the relevant job) 

95. Sicon Service Help and User Guide - Appointments and Labour

Appointment Confirmed: Use / Tick to confirm appointment has been confirmed with the case customer. Confirmed appointments will only appear on the Engineers mobile device once confirmed and the engineer has thereafter sync’d. Unconfirmed appointments will still appear in the Diary/Scheduler

Billing:  The default rate as specified within settings or on the employee show, normally this does not need to be changed unless for a specific reason as a company this appointment is being done using a different rate

Hours Booked to Equipment: If single piece of equipment on the case the system automatically updated when the engineers on their devices or a service admin user books the actual time it took to carry out the work on the appointment, or if multiple pieces of equipment the engineer or user can choose to against each piece of equipment and enter the actual time against each item (Allocating actual time against each piece of equipment is not a mandatory function)

Travel: Travel to and from site can be calculated separately to accommodate moving from one appointment/customer to another. If as a company, you are not interested in recording travel on the scheduler travel can be disabled, in settings on the appointments tab and the option ‘Hide Travel Information ‘which is a simple tick on / off function

Work Details  

Details Tab

Sub-Contactor Quote – A for information only field: To record the price you have been quoted by a 3rd party / sub-contractor.

Example you use 3rd parties / sub-contractors / sub-contractor companies to carry out work on your behalf and where your process is to contact them and ask them a) to do the work for you and b) how much they are going to charge.  You would record their quoted price here. This does not link to POP/raise a PO but it could be added to the Engineer case details report and sent to the 3rd party as a PO type report with their quoted price showing

Companies that do this would record this as an appointment against a generic employee record for 3rd parties / sub-contractors, or if you have set one up specifically for them

Details on this part of the appointment will only appear automatically if the ‘Enable Service Mobile Features’ is enabled and engineers are using mobile devices and syncing back to the office. Otherwise the service admin team would need to be [populating the details manually in order for the completed work to be recorded

Signatures: Captured on the mobile device, and visible when engineer has sync’d back to the office

Equipment Reports: any questions relating to equipment will be listed and would be either be auto populated from the engineer’s tablet or completed manually using the edit/complete button. Cases cannot be flagged as complete in there are mandatory questions, this is something to be mindful of when setting questions as mandatory and there will be a time period of testing when mobile devices will not be used and/or it will be down to service admin users to enter work details.

Example of how an admin user would complete the questions manually below for Equipment Questions:

96. Sicon Service Help and User Guide - Appointments and Labour

Work Done: Will be auto populated when mobile engineer has sync’d back to the office or can manually be added for those companies with no mobile users/ or where testing. Work done needs to be acknowledge, and the work acknowledge tick box is only editable when the appointment is flagged as complete, either automatically via the mobile device/the engineer or manually on the appointment on the left hand side of the screen, under time booked

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.

Boxes Left: If enabled within settings (Enable Appointment Box Tracking) 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. This is a function that is normally only used by engineers on mobile devices

Questions Tab

Pre-defined engineer mobile device appointment questions can be set up and linked to an all Appointments, a certain Appointment Type, Appointment Label or Customer or a combination of.

These questions are then visible to the engineers  on the mobile device within the relevant appointment.

Completing their answers can be based on a pre-populated selection, Yes/No, Multi Answer Select, Free Text, with options to include where relevant a default answer.

Questions can be made mandatory if required which if set ensures the appointment cannot be flagged by the engineer on the mobile device as complete until the question answered.

97. Sicon Service Help and User Guide - Appointments and Labour

Tracking Notes Tab

Where tracking notes have been added and have been flagged as being visible to the engineer they will be visible here.

98. Sicon Service Help and User Guide - Appointments and Labour

If an engineer on his mobile device has added a tracking note, and sync’d back to the office they will also appear on this tab, service admin team will be alerted to the fact that an engineer has added a tracking note because on the corner of the tracking notes tab label will be an original alert symbol. In these instances, the service admin team should click on the tracking not and use click on the ‘Acknowledge Button’ to confirm they have read the note.


8.8. Parts

This area of the case is where you specify what parts are likely to, could be or are going to be used by the engineer on this case. Buttons/Functions are

Steps in brief are:
– Add the part (s), specify where they are coming from, ie. companies warehouse or they exist already on the engineers van
– Allocate, Pick, Despatch
– Confirmed engineer has received them (If shipping to them) Receive ,and thereafter confirm if the part was  – Used on Case
– Was not used, but it’s been agreed to keep in engineers van/location/warehouse or
– Notify the office that the parts are to go back to originating warehouse


8.9. Add Parts to Case from Engineer Warehouse

If you know the parts required are in an engineer’s warehouse (van stock) then use option ‘Add to Case – From Engineers Warehouse’.

99. Sicon Service Help and User Guide - Add Parts to Case 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.

NB: If service Kits have been implemented, then you will see a 4th option that being Equipment Service Kits. For more details, see section ‘Using Equipment Kits on a Case’.

If you tick’ User Engineer warehouse, the warehouse list name is shown by engineer.

100. Sicon Service Help and User Guide - Add Parts to Case from Engineer Warehouse

If un-ticked the warehouse will show as the warehouse name within sage 200 stock locations.

101. Sicon Service Help and User Guide - Add Parts to Case from Engineer Warehouse

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

102. Sicon Service Help and User Guide - Add Parts to Case from Engineer Warehouse

Status will then be shown as Ready, but un-used (meaning the part is there to be used, but engineer or service admin user has not confirmed it has been used).

If the part has been added from the engineer’s warehouse in error, and has not been received, or used, it can be ‘Un-allocated and removed’.

103. Sicon Service Help and User Guide - Add Parts to Case from Engineer Warehouse


8.10. Stock Not Available – Need to raise PO

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 module.

104. Sicon Service Help and User Guide - Stock Not Available – Need to raise PO

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

105. Sicon Service Help and User Guide - Stock Not Available – Need to raise PO

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).

106. Sicon Service Help and User Guide - Stock Not Available – Need to raise PO


8.11. 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).

107. Sicon Service Help and User Guide - Add Parts to Case from Found Stock

108. Sicon Service Help and User Guide - Add Parts to Case from Found Stock


8.12. Add Parts to Case from Stock Transfer

Where the parts required for the case is in the main company’s warehouse you would use the Stock Transfer function.

Stock Transfer is used to add, allocate and dispatch parts to either the customer direct or via the engineer warehouse location. The Stock Transfer functionality is part of Sicon’s common component module as multiple Sicon modules uses it, but it fully integrates with Sage 200 stock control.

Stock transfer unique number i.d. is assigned and will be populated once the transfer process starts. The Description will be populated with the Case Reference number and the Customer account number.

Transfer Destination: Use this drop down to specify where you are needing the parts to be sent to in order for the engineer to use on the appointment. 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.

109. Sicon Service Help and User Guide - Add Parts to Case from Found Stock Transfer

Options to choose from for Transfer destination are: –

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 and you select the engineers name (and the sage 200 stock location associated with the employee is behind the scenes)

Deliver to Case Customer
: Select if you are sending the part direct to the case customers address for the engineer to collection for example from reception when he gets there

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 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

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)

Note: Options above would require the engineer (on his mobile device) or service admin user (within the case) to flag as Received prior to it being flagged / actioned as ‘Use Part’ / ‘Leave on vehicle’ / ‘Return Part’

Transfer to Job: This is not an option that should be selected / as it’s not a process used in the context of a service case / our service module so should be ignored. Reason it’s on the list is the stock transfer functionality is a common Sicon module feature and at this time, is not controlled module by module. Other Sicon modules use it in the context of issuing stock to a Sicon job.

The only option/selection that does not require the step / process ‘Receive’ is the option.

Transfer directly into Warehouse: this uses same process 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.

From Warehouse: select a warehouse from where the part should be Picked/allocated/despatched. If multiple items from different warehouses are required tick the ‘Multiple’ tick box.

110. Sicon Service Help and User Guide - Add Parts to Case from Found Stock Transfer

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.


8.13. Pick Parts

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

111. Sicon Service Help and User Guide - Pick Parts

The picked, but not received, used part will be seen on the parts /Case Parts Tab as below.

112. Sicon Service Help and User Guide - Pick Parts

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

Picking and Despatch notes can be amended to suit your company’s requirements using standard sage 200 report designer).

You can choose to ‘reprint picking list’ if required or if picked in error there is a function to ‘Cancel Pick’.

Sicon Service Help and User Guide - Case Parts


8.14. Despatch Parts

It may be your company process is an another department such as stores despatches the goods, this may be manually or using Sicon bar coding module, if this is the case then the stock transfer would be left in picked state, and screen closed.

One option would be that the case tracking status is updated with a tracking note status ‘Parts waiting despatch’ and assign to a different team.

114. Sicon Service Help and User Guide - Despatch Parts

For more details on how to set up additional tracking status see section Maintain Tracking Status.

If the case is left in this ‘Picked State’ then to proceed with transfer, the user would come back into this screen and select ‘View Transfer’ to proceed to ‘despatching’.

115. Sicon Service Help and User Guide - Despatch Parts

If service admin, or stores are despatching from within the service case / stock transfer process when ready to despatch select despatch, select despatch transfer as screen shot below:

116. Sicon Service Help and User Guide - Despatch Parts

Despatch will preview to screen for users to print or send to stores to pack with goods if that’s your process.

117. Sicon Service Help and User Guide - Despatch Parts

Once dispatched this transfer will be held in the ‘In Transit’ warehouse configured in the Service settings. We recommend you set up an ‘In transit warehouse for use with the service module, this will ensure you can track what stock has left the building but not yet been received by your engineers.

118. Sicon Service Help and User Guide - Despatch Parts

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 case by selecting ‘Receive Transfer’. The part will then be available to use on a case (See Action Part).

Important Note: Sage Users should be aware that whilst stock is in the ‘In Transit Warehouse’ that they should NOT move the stock out of that warehouse / use for any other purpose. If stock has been despatched on a service case, and is in transit, but then a user moves it out using standard sage stock functionality, then when the engineer goes to receive the part/to use on the appointment, it will not be there and therefore cause issues.

Receive: Where mobile devices are being used the engineer would confirm he has received the parts/stock from his device as per screen shot below.

119. Sicon Service Help and User Guide - Despatch Parts

Alternatively, if the service admin team were confirming the engineer received it, they would from within the stock transfer ‘Receive Transfer’.

120. Sicon Service Help and User Guide - Despatch Parts


8.15. 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.

  • Use Part: The part has been used and can be linked the piece of equipment it has be used on, if applicable
  • Leave on Vehicle: The part will be booked into the engineer’s warehouse (van) location and the stock level will be increased accordingly, using same value that it was despatched

Return Part : The part will be booked back into the warehouse it was despatched from (note this is a  Service Admin Task within the case and not a task available on the engineers mobile device).

121. Sicon Service Help and User Guide - Action Part - Use 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).

122. Sicon Service Help and User Guide - Action Part - Use Part

Remember to check the unit selling price: This is pulling through from the stock item selling prices. If no selling prices have been set on the stock item users can here add a selling price (will then be visible on the billing summary tabs on the case). Or alternatively if a different price for this part has been agreed the user can amend the price here.

123. Sicon Service Help and User Guide - Action Part - Use Part

NB: If the engineer is confirming he has used the part on his mobile device he cannot – see and therefore change any selling process, so if any changes are required, then service admin team would need to do this from within the case on the billing summary, or thereafter on the sales order.

Expected revenue for parts will show as a committed revenue on the case job, until such times billed when it will change to actual.

124. Sicon Service Help and User Guide - Action Part - Use Part

Users can link trough to the relevant job from the main case details tab.


8.16. 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.

125. Sicon Service Help and User Guide - Action Part - Use Part


8.17. Action Part - Return Part

If a part needs to be returned and this return part process is used the part to start the returns process (note this is a  Service Admin Task within the case and not a task available on the engineers mobile device)

If the engineer is sending back, bringing back you would use the ‘Return via engineers’ option, alternatively you can flag as the part needs to be picked up from the customers site.

126. Sicon Service Help and User Guide - Action Part - Return Part

127. Sicon Service Help and User Guide - Action Part - Return Part

In this process you also have the option to flag the part quality as Good or Faulty.

128. Sicon Service Help and User Guide - Action Part - Return Part


8.18. Engineer Returned Items Tab

Once flagged as being returned, the parts will show for further action on the engineer Returns tab, and before the goods are physically booked back into the warehouse further action is required.

129. Sicon Service Help and User Guide - Engineer Returned Items Tab

In our example we have 2 good parts, 1 that remains on the customers site to pick up (On Customers Site) and 1 faulty part.


8.19. Process Engineers Returned Parts

Whomever task is it to action the return parts, check them and finally book them back into stock if good, or write off if faulty would click on the relevant part and select ‘Action Engineer Return Items’ and ‘Receive at warehouse (Quarantine).

130. Sicon Service Help and User Guide - Process Engineers Returned Parts

Status then changes to in Warehouse (Quarantine).

131. Sicon Service Help and User Guide - Process Engineers Returned Parts

When the goods have been checked then the next action would either be to:

Return to Stock or write off.

132. Sicon Service Help and User Guide - Process Engineers Returned Parts

If return to stock confirm which location returning to.

133. Sicon Service Help and User Guide - Process Engineers Returned Parts

If you choose to write off, you will be asked to confirm.

134. Sicon Service Help and User Guide - Process Engineers Returned Parts

And the status will change to written off this process uses standard sage write off actions, but referencing the service case.

135. Sicon Service Help and User Guide - Process Engineers Returned Parts

Our part was returned on case number 130 and each stage of the return is listed separately.


8.20. 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.

136. Sicon Service Help and User Guide - Adding a Free Text Part - non Stock Item to a Case

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 and visible on the billing summary tab

If the part needs to be removed, select Un-Issue.

If a PO needs to be raised select Generate PO. 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.


8.21. Using Equipment Kits on a Case

It’s possible to create a kit from your stock items. in our example we have created a cable kit, which consists of different length patch leads and cables, as we know when we have to go to a certain job to fix some broken network cabling, we would need all different cables.

You first create your kit, and what stock items are in the kit (Fault codes can be linked if these are being used).

Click under the Item Line to select the stock item and enter the quantity – repeat for all items needed to make the kit.

137. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Click Save.

In Service > Equipment > New Equipment Item, enter a new equipment item and link to the Kit (search for the stock item this was created against), click Save.

139. Sicon Service Help and User Guide - Using Equipment Kits on a Case

To link this to a Case, edit the Case (or when adding a new Case), select the Case Description tab and click Add.

140. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Click Select to add this kit to the case.

141. Sicon Service Help and User Guide - Using Equipment Kits on a Case

The case needs to be scheduled before you can Add the kit to the case.

142. Sicon Service Help and User Guide - Using Equipment Kits on a Case

When the case has been scheduled you can add the part (kit).

When Kits are being used you will see an extra 4th option on the add to case list (Equipment Service Kits)
Select the Equipment Service Kits option.

143. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Chose the Equipment then browse to the appointment to select that.

144. Sicon Service Help and User Guide - Using Equipment Kits on a Case

When the appointment has been selected this will populate the Engineer.

Chose the Default sourcing from the 2 options available then select the Kit from the drop down list.

145. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Click Add.

Chose the Transfer Destination from the options in the drop downlist.

Select the Warehouse this is being despatched from.

Populate the Despatch Date.

If the stock is for an engineer’s van, select the warehouse associated to the engineer.

Input the Requested Date.

146. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Update the Allocated column with the amounts required.

Click Print Picking List.

147. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Print and close the list.

Click Despatch Transfer.

148. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Print (if required) the Stock Transfer Despatch Note and close.

149. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Receive Transfer to transfer the stock.

150. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Click Action Part.

Chose from Use Part, Leave on Vehicle or Return Part.

151. Sicon Service Help and User Guide - Using Equipment Kits on a Case

When Use Part is selected the following screen opens:

152. Sicon Service Help and User Guide - Using Equipment Kits on a Case

Tick the Stock Item and click Add.

Repeat for all stock items as required.

Click on the Billing Summary tab to see the stock items to be charged for.

153. Sicon Service Help and User Guide - Using Equipment Kits on a Case

When ready the Case can be Completed.

You will see a list of the stock used on the case together with the quantities and values.

Click Next.

154. Sicon Service Help and User Guide - Using Equipment Kits on a Case

The corresponding Sales Order is generated which can be amended if required as this is now standard Sage functionality.

155. Sicon Service Help and User Guide - Using Equipment Kits on a Case


8.22. Analysis Codes

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

156. Sicon Service Help and User Guide - 8.22 Analysis Codes


8.23. 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  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:

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).

The Customer’s non contract Cover Type (SL – Amend Account – Service  Tab).

The system default non contract Cover Type (Settings – Cover Types).

157. Sicon Service Help and User Guide - Billing Info


8.24. Billing Summary

Chargeable labour, parts and expenses where relevant will be listed on the Billing Summary, displaying invoiced and to be invoiced quantities and values, these are based on the cover type specified on the billing tab (i.e whether parts and labour are included, whether any call out charges apply).

158. Sicon Service Help and User Guide - Billing Summary

The values at the bottom of the screen is direct view from the job and case, so if you are unsure why the totals at the bottom are showing as they are, then from the main case details tab, click on view postings to bring up the job / case summary.

159. Sicon Service Help and User Guide - Billing Summary

If the user was to flip between the billing summary tab and the billing tab, and changed the cover type from ‘None’ to ‘Parts only’.

160. Sicon Service Help and User Guide - Billing Summary

When they went back on to the billing summary tab they will be warned that there are ‘pending changes to the billing summary tab, and they should refresh’.

161. Sicon Service Help and User Guide - Billing Summary

If the user refreshes the system will based on the changes made to the cover type etc on the billing tab and those items now not billable will be greyed out and the bottom billing details will also change.

162. Sicon Service Help and User Guide - Billing Summary

To revert back to previous select, go back to Billing Info and change back to previous cover type (in our example to ‘none’.

Other Options on this Screen

You can choose if there are any individual items that you do not want to charge, or if the system is suggesting no charge you can change it so they are charged.

Simply click on the line so its highlighted, and if changing from chargeable to free select Free of charge.

163. Sicon Service Help and User Guide - Billing Summary

Figures are adjusted accordingly.

164. Sicon Service Help and User Guide - Billing Summary

You can also choose to override the UNIT prices, for example the system in our example is suggesting we charge 2.25hrs at £65 per hour (£146.25 in total) for the engineer’s time. If we wanted to we could select the labour line, select override prices and enter override UNIT price.

165. Sicon Service Help and User Guide - Billing Summary

At all times the committed prices will change on the Job for this case.


8.25. Printing a Billing Summary for the Case Customer

Where a customer asks you for a report / proforma for the work done and the charges you are looking to charge from within the case you can send a ‘Billing Summary Detail Report’ This is a job costing report, reporting on the transactions linked to this specific case’.

To Print Select Print and Billing Summary Details.

166. Sicon Service Help and User Guide - Printing a Billing Summary for the Case Customer

167. Sicon Service Help and User Guide - Printing a Billing Summary for the Case Customer


8.26. 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.

168. Sicon Service Help and User Guide - Quotes

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

169. Sicon Service Help and User Guide - Quotes


8.27. Attachments

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

170. Sicon Service Help and User Guide - Attachments


8.28. 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.

171. Sicon Service Help and User Guide - History


8.29. 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.

172. Sicon Service Help and User Guide - Memos


8.30. Creating a Case via Sage SOP

Sage Stock Items marked as ‘Serviceable Items’ on the Stock Item Service tab will automatically create an Equipment Item within Service when sold through standard Sage SOP and those also marked ‘Requires Installation’ will automatically create an Installation Case.

178. Sicon Service Help and User Guide - Creating a Case via Sage SOP

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.

179. Sicon Service Help and User Guide - Creating a Case via Sage SOP


8.31. Billing

Generate a Sales Order / Invoice

To invoice out chargeable labour, expenses and parts where relevant select Generate a Sales Order from the side menu.

Select the appropriate case and select Bill.

180. Sicon Service Help and User Guide - Billing + Generate a Sales Order Invoice

This will bring up a ‘Check Billing Items Screen’ made up of Two Tabs

Billing Items Tab

Showing the items that can be charged out in accordance with the Cover Type on the case, which is visible on the ‘Billing Options’ tab.

You can at this stage choose to charge those lines not currently flagged as chargeable, or vice a versa, choose to flag as Free of Charge.

181. Sicon Service Help and User Guide - Billing + Generate a Sales Order Invoice

Billing Options Tab

Shows the relevant Cover type in association with this appointment.

183. Sicon Service Help and User Guide - Billing + Generate a Sales Order Invoice

When ready to Invoice Select Next, from the bottom left hand corner.

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.

183. Sicon Service Help and User Guide - Billing + Generate a Sales Order Invoice

(Please note the screen shot above may appear different to your sales order view, this is simply because our demo data has multiple Sicon products installed, such as our Intercompany, Cash flow, Construction and Debtor Management Module installed. For more details of our full range of additions for sage 200 visit www.sicon.co.uk

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


8.32. View Case

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

174. Sicon Service Help and User Guide - View Case

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.

175. Sicon Service Help and User Guide - View Case176. Sicon Service Help and User Guide - View Case

177. Sicon Service Help and User Guide - View Case


8.33. Viewing Billed Items within a Case

Once a sales order has been generated back within the case on the Billing Summary Tab users can see which items have been billed.

Once a sales order has been generated back within the case on the Billing Summary Tab users can see which items have been billed

And from within the Billing Info Tab users can see and view the Linked SOP.

185. Sicon Service Help and User Guide - Viewing Billed Items within a Case

Until the case is flagged as complete it may be additional appointments are added so within the Billing summary tab over time you may see Unbilled transactions in the top part of the screen and Billed items at the bottom.

186. Sicon Service Help and User Guide - Viewing Billed Items within a Case

Bulk Generate Sales Orders
Choose this option to generate sales orders for multiple cases in one go, the system will warn you if items are missing, such as customers order number if within settings its deemed as a mandatory requirement or appointments have no actual times recorded.

187. Sicon Service Help and User Guide - Viewing Billed Items within a Case

You can double click on a line to view the case.

If you have not filtered by customer you will be shown which customers are going to have sales orders generated for.


8.34. 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.

NB: A Service 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.

188. Sicon Service Help and User Guide - Completed Cases


8.35. Stock Transfers

This menu option can be used to view previous, in progress stock transfers.

If the stock transfer had been started from within a case, you can from this screen action the outstanding tasks such as, Pick, Despatch, Receive.

189. Sicon Service Help and User Guide - Cases - Stock Transfers


8.36. MAP

A simple visual of where the cases are on a map.

190. Sicon Service Help and User Guide - Cases - Case MAP

If you click of filter Cases, it brings up search filters for further filtering.

191. Sicon Service Help and User Guide - Cases - Case MAP

If you click on the circles with numbers in, (meaning the number of cases in that area) you will get a further closer map, and if you drill down again the locations.

192. Sicon Service Help and User Guide - Cases - Case MAP

And if you click on the blue indicator you can open the case.

193. Sicon Service Help and User Guide - Cases - Case MAP


8.37. Dashboard

A simple visual dashboard is included in the current release, we are looking to add additional ones during our 2019 releases.

194. Sicon Service Help and User Guide - Cases - Cases Dashboard


9. Customer Returns

Customers returns is a process where you can specify a customer is returning either:

A piece of equipment that needs to be sent back to you for repair.

A Stock item, that they purchased from you and is faulty so are sending back for either:

  • And Advance replacements (Uses SOP Sales orders)
  • Repair and/or credit (SOP return)
  • Or Credit

Or to return an item (free text item), that is not an equipment record or a stock item, example they purchase an item elsewhere but have asked you to repair it so they are sending it back to you. Is this case you probably would not be looking to use advance replacement or credit note functionality within the customer returns process, just simply the receive back, inspect, repair or if not repairable ‘return as is’ or if the customer does not want it back as its not repairable then you have the option to write off.

The Customer return tab on a case will only appear when the case type equal Return Repair.

If a case is created with case type Return/Repair, but where the Returns/Repairs feature is disabled in settings the user will be warned and the system admin user will need to configure before a Return/Repair Case can be created.

If you are looking to use the Customer Returns, please ensure it is enabled within Settings within the module.

Although the module knows the case type as Returns and Repair and it’s that case type that enables the customer returns tab on a case, you can choose to change the name of the case type Returns & Repairs. In our example we have renamed it Customer Returns.

This means when we set the case type to ‘Customer Returns, the additional Tab appears’ the functionality behind the renamed label remains the same.


9.1. Customer Return Stock Item

Raise a case, select the case type Customer Returns (in our example, or if left as default ‘Return/Repair’.

The above screen shot shows that the Customer Returns Tab has been enabled

Click on Customer Returns Tab

To add the details of the stock item (Part) being returned select New

Initially the blank form opens as below

Showing the main functions:

  • Allowing you to pick the stock item
  • Add the Qty being returned
  • Linked the returned part to an equipment record if relevant (Ours is not, so it is greyed out)
  • Specify if you are going to Repair or Replace ad if so:
    • Do you wish to send an advance Replacement? OR
    • Have they requested a Credit?
  • Text Fields for Notes
  • And date fields to enter the Expected Date you are expecting the part back (This will show on the customer returns document that is printed) and the actual receipt date

First you would select the stock item, enter the Qty and link to an equipment record if relevant , and one on the case (If case was raised via equipment) or one has been added manually

Enter the Qty

If you sold the case customer that stock item/part, select Link SOP Line search icon

And select the relevant sales order

The Select either Repair / Replace to look to repair and / or send advance replacement

or

if you have agreed to credit straight away select Credit Requested

If you select Credit Requested, then the ‘Repair/Replace’ option will grey out

If you select Credit Requested, added some notes if required, entered an expected date you will receive the item/part back and Save

A customer returns note will be previewed to screen for emailing or printing

The case Parts Status will now be showing as ‘Awaiting Return’.

Next Step would be, when you have physically received the item back, select ‘Return Part Update ‘and select ‘Receive’

You will be asked to confirm you are looking to flag the item as being received.

The status will then move to ‘Awaiting Inspection’

Since in our example we already know the customer has asked for a credit we can ‘Raise a Credit’ through the ‘Process Action’ option

You will be asked to confirm you wish to raise a credit (SOP return)

Selecting Yes will create a SOP return, using the price from linked sales order, or selling price from stock item, if there were no linked sales order.

This is now a standard SOP Return, so you can choose to change the value you are credited, and a admin fee or any other liens as required.

When the relevant person has inspected the item and confirm next action they would select Return Part Update, and select Inspect

The then confirm the next course of Action, options are:

  • Flag as Good, with no further action (meaning at this stage the inspection process is on hold).

OR

  • Flag as Good and Return the item to stock as in our example below

The warehouse it would return it to, is as specified within settings.

The status of the case is flagged as ‘No Fault’ and processing Status ‘Credit Given’.

If everything is now complete on this case, with no charges for someone inspecting and repairing the case can be closed.

If there is time to be charged the time would be added as a normal appointment on the case and billed as standard.


9.2. Customer Return Equipment Item

When a piece of equipment is being sent back by the customer themselves, or the engineer has been to site and the while piece of equipment is coming back to either been repaired in workshop / credited, a separate case would be raised.

If raising a new case via equipment, as standard pick the customer, the relevant piece of equipment remembering to flag the case type as Return/Repair (if left as default) or select your custom label (In our example Customer Returns.

The equipment item is showing as standard on the ‘Case Description Tab’.

To start the returns process, select the Customer Returns Tab and select New

As in our example we are returning the ‘Equipment Item’ Select ‘Equipment

If looking to Repair and not send an advance replacement as in our example, the status of the return will move to ‘Awaiting return’ and ‘Replacement Not Raised.

When the item is received back you can flag as such by selecting ‘Return Part Update’.

If the customer never returns the part, despite you chasing you can in effect cancel the return process by select ‘Not Received Back’.

If you receive back, you will ask asked to confirm.

Status will change to ‘Awaiting Inspection’.

When ready to Inspect choose ‘Returned Part Update/Inspect.

If after inspection the equipment item turns out to not be fault, you can choose to return to the customer ‘As-Is’.

In which case the system will raise you a SOP free text with no prices on, sales order for you, which in turn can be used to send back the ‘good item’.

As the item was an equipment item, and has been flagged as good, it will remain as an equipment item.

The processing status will be Original Item returned.

Equipment Item Return with Advance Replacement

If you raise a return for an equipment item and choose to select advance replacement, select ‘Send replacement before receipt of faulty item’ as our example screen shot below:

Once saved, the system will show that a SOP Order is being raised and suggest you view it to make any changes to pricing (Some companies charge for replacement, until faulty items back and checked).

If the equipment Item is also a stock item, and on that stock item it is flagged as being a serviceable item that needs installation, then this will be seen on the service manager tab against the sales order line.

And as such when the sales order is saved, create a new equipment record linked to the customer and if enabled an installation case as standard service manager/sop functionality.

Back on the case on the Customer returns tab the status will be seen as below.

When original part received back this will be flagged and you will be asked to confirm.

After which you can choose to inspect and in our example written off.


9.3. Customer Return Free Text

If a customer calls up and asks if they can send an item back for repair, that either they did not buy from you, or it’s not an item that is in your stock list you can choose to Return a ‘Free text’ Item.

Raise a case as standard, remembering to flag the case type as Return/Repair (if left as default) or select your custom label (In our example Customer Returns).

Select the Customer Returns Tab and New.

Select Free Text, type in the item description for the item they are sending back, the Qty, and if the customer does have equipment listed with you, you can choose to link this to be returned item to this piece of equipment (unlikely but it’s an option).

You could choose to raise a credit if you wanted to, although in this scenario unlikely, but it’s there as an option.

Once you have confirmed you have received the item back and Confirm Inspection results via ‘Return Part Update’ , the options are.

Or

If you are unable to repair, the options are:

No Action at this stage (Returns process would be put on hold).

Write off and Replace: If you choose to write off and replace, as the returned item was a free text item, there is NO stock movement at all, the item is simply flagged as been written off, the system will then raise a Replace standard SOP Order.

It will be a free text line on the sales order with initially a unit price of £0 (because it was a free text item that was returned).

So you will need to amend the line accordingly to specify how much you are charging them for a replacement  and amend any nominal codes, and changed if necessary the ‘Confirmation Required Prior to Invoicing’.

Looking back at the customer returns tab on the case you will see the various actions showing for history purposes.

The bottom half of the screen showing the items that were processed through to SOP.


10. Case List View

For those users who prefer to use Desktop Lists, you can choose to view the cases in such a view.  to show all cases.

You can from this list view use the shortcuts to Amend Case, View Case and Complete Case.

173. Sicon Service Help and User Guide - List
This is a limited function and filtering is not as easy, but you can add additional columns to the list view by standard sage functionality right mouse click, selecting column, and then adding relevant fields
You can then use standard sage functionality to send the details to excel where required


11. Equipment

A register of equipment items is held within Service. 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 Contracts.


11.1. Details

195. Sicon Service Help and User Guide - Equipment - Details

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 – 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 anywherein 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 Settings or can be free text entry.


11.2. Analysis Codes

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

196. Sicon Service Help and User Guide - Equipment - Analysis Codes

197. Sicon Service Help and User Guide - Equipment - Analysis Codes


11.3. Attachments

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

198. Sicon Service Help and User Guide -Equipment - Attachments


11.4. 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


11.5. 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


11.6. 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


11.7. 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.

202. Sicon Service Help and User Guide - Creating Equipment Items via Standard Sage SOP

203. Sicon Service Help and User Guide - Creating Equipment Items via Standard Sage SOP

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 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.

204. Sicon Service Help and User Guide - Creating Equipment Items via Standard Sage SOP


12. Servicing Equipment

205. Sicon Service Help and User Guide - Servicing Equipment

When creating the service template for the first time you will need to populate the ‘Last Service dates for the various service types in order for the system to calculate when the next one is due’. For reference this screen shows the various prices of the available combinations.

In our demo company used for producing screen shots we only have 4 combinations but in reality for vehicles you would probably have Service Types with prices for each, and then combination prices as follows.

An Oil Service on its own £85, Tyre Check on its own £50, MOT on its own £200, but if a customer had an Oil + Tyre service at the same time a discounted price of £120 applies, and if they added the MOT then it would be £500 instead of individually totalling £335.

For details of how you see what services are due, and to combine them together to create a single preventative maintenance case, and adjust each types next due date, where you have brought forward the dates see Service equipment.


12.1. Servicing Individual pieces of equipment with a Single Service Date

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.

206. Sicon Service Help and User Guide - Servicing Individual pieces of equipment with a Single Service Date

Depending on how as a business these services are carried out, you have the options to

  • Create a Single case for each piece of equipment per customer
  • Create a Single case for the customer per Location, listing the equipment items at that Location
  • Create a Single case for the customer per sub location, listing the equipment items at that Sub Location

Depending on your Servicing Strategy rules set on the equipment tab within settings the system will  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 1stDec 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 5thFeb 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 1stDec 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’.


12.2. Servicing Equipment with Multiple Services Dates

Where your equipment items have multiple services dates and are linked to service templates you will be prompted for addition choices when creating the preventative maintenance case

But initially you start off with the same process as you do with equipment items that have a single service date that being:

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, Equipment Group, Location, Under Contract and ID Number as required and can be exported to Excel by right clicking in the grid.

In my example I selected show me all pieces of equipment (not just linked to a live in cover contract line), that needs servicing up to 31/12/2018 and are in the equipment group ‘Vehicles’.

207. Sicon Service Help and User Guide - Servicing Equipment with Multiple Services Dates

When I choose to create a case I am prompted with an additional screen and options to choose from.

208. Sicon Service Help and User Guide - Servicing Equipment with Multiple Services Dates

The system has calculated that based on the date chosen, my vehicle needs an Oil Change, an MOT and a Health Check.

At this stage I can decide, to untick selected ones, and add any additional ones simply by ticking or un-ticking.

209. Sicon Service Help and User Guide - Servicing Equipment with Multiple Services Dates

Those I untick, will remain the system as needing a service on the relevant date as shown in this grid, those I have brought forward will allow me to include and deal with the next due date accordingly based on my settings set (either move on from case of service created, or from last appointment on the case).

The system will also know based on which service types I have chosen how much to charge.

210. Sicon Service Help and User Guide - Servicing Equipment with Multiple Services Dates

Thereafter if I look at the case created, it has as expected set it to a type of Preventative Maintenance.

211. Sicon Service Help and User Guide - Servicing Equipment with Multiple Services Dates

Within the Case Description Tab, it will show the two service elements I chose to action out of the possible four.

Within the Case Description Tab, it will show the 2 service elements I chose to action out of the possible 4

And on the Billing Summary Tab it will show the combined price.

You would then schedule an engineer as normal, and depending on your agreement either charge for the engineer’s time or not, in our example below, we have not.

214. Sicon Service Help and User Guide - Servicing Equipment with Multiple Services Dates


13. Transferring 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


14. Diary

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


14.1. 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


14.2. 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.


14.3. 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


15. Reports

Reports available: Various reports are available, all designed within Sage 200 report designer.

NB: 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

215. Sicon Service Help and User Guide - Reports

Case

216. Sicon Service Help and User Guide - Reports

Financial217. Sicon Service Help and User Guide - Reports

Miscellaneous


16. Legacy Service Mobile App

The old style legacy APP is no longer supported and /or developed and those customers who are still using it should contact their Business Partner to discuss the new iOs / Android version.

Click here to access the Sicon Service App Help and User Guide

 



18. Enable Module

Each year your Service 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


19. 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 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 Release Notes


21. Sicon V18 New Features & Important Information

New Features: Service

  • 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 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

Important Information

v.17.0.7

  • 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.

v17.0.23

  • SOP Quote conversion no longer immediately creates equipment and cases; the SOP must be saved to generate them.

v17.9.28

  • 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.

v17.28.X

  • 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.
  • SOPOrderReturnContractLineID
  • SOPOrderReturnID
  • SiconEquipmentCaseID -> LastSiconEquipmentCase object
  • StockItemID
  • BinItemID

v17.x.35

  • Added summary and description to case import – import spreadsheets generated from older versions will need amending prior to upload.
Sicon Service v18 New Features & Important Information

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