SdWorkDiary

Further Improvements in the "To-Grave" Segment of our "Cradle-to-Grave" Parts Management System:

Back with release of Ver. 4.3.99 (posted 8/31/08, you may peruse below to find), I thought I'd completing programming per the subject as described in this section's heading. As it turns, however, we've periodically learned of need for added improvements. This release introduces four more:

"To-Grave" Improvement #1. Among the "final disposition" checkoff categories we allowed for in Ver. 4.3.99 design, there was one called "RtrnCrdt" -- intended to show, alternatively, either that a part had been returned with expectation that you'd receive credit, or that return credit had actually been received (the choice of which way to use it was up to you). I should have realized at the time this was really a poor design. You need to be able to distinguish between the two modes. To that end, the "RtrnCrdt" choice has now been eliminated. In its place are two options: "RtToVndr" and "CrdtRcvd" (why couldn't I have been that smart from the start?).

You should note there is an important distinction between the old "RtrnCrdt" designator, and the pair of new news. The old one was an in-the-grave categorization. So is one of the new designators ("CrdtRcvd"). "RtToVndr", however, is not. This is considered a still living-in-the-system, still in-process category.

FYI, any old records that have already been recorded with the old designator will stay as such, but from here on out you can use either of the much more descriptive pair (depending on which applies). For reporting/review purposes (see below), the system will treat the old designation as equivalent to "CrdtRcvd" (meaning, for those older items, it will still be up to you to verify via other means that credit was actually forthcoming).

"To-Grave" Improvement #2. As part of the above-described Ver. 4.3.99 release, we introduced a new filter and new report in the archived-PartsProcess form (Ctrl-F8) -- a pair designed to let you review, for appropriate management, those particular s/o items that had been ordered and received, but had no entries indicating a final and proper disposition. As per original design, those showings were somewhat general in that they included all items not yet in the grave, without segregation as to category. With this release, segregation is now offered. Specifically, when you pick either of those options, you'll next see a dropdown that asks what sub-categorization you'd like.

Thus (and as an example), if you want to specifically review items that have been returned to the vendor and on which you're awaiting credit, that specific category can be selected.

This brings up the point: to effectively harness the benefits as provided by Improvement #1 (described above), you should make it a practice, as you box up and send items back to your vendor for return credit, be sure to place them into the "RtToVndr" category. And, when you receive credit, be sure to go into the "RtToVndr" review category, eyeball the items on which you've received credit, and change their categorization to "CrdtRcvd"(this is the way to internally police, and truly assure the part is finally and fully "put to bed" every time, with credit having truly been received).

"To-Grave" Improvement #3. Recently a client pointed out that it would be very valuable to have a "Reverse PartsPickList." I was immediately and highly enamored of the concept. The notion is, it's a simple list (as provided to you on Tuesday morning, say) that shows everything that should be coming back from the tech, because not used from his work on Monday. Great -- I'd even say fantastic -- concept. I was immediately thinking, "Man, I want to make this ASAP!" But then, I thought, our "Parts Received But Not Disposed Of" report (above discussed) might actually (indeed, already) fulfill almost the same purpose. I pointed this out to the client, and he agreed that, yes, likely it would. However, he called back a short while later (having in the interim tried it), and indicated it really was not effective for the purpose -- by reason of the fact between techs that should have come back from the tech, versus others in the not-yet-in-grave category.

To redress that, besides the new sub-categorization described above, this release adds another: "In Tech's Possession" (see illustration above). It's not quite a Reverse PartsPickList, but (and for the time-being) it's a reasonably close facsimile.

Of course, there is the matter of how is the system to know that you actually (and physically) moved an item into the tech's possession? Until this release, there has been no formal designator of such fact built into ServiceDesk. However, many users have used the same BinLoc box (e.g., as used for designating "RtrnCrdt") for the purpose. More specifically, as they transfer a s/o part to a tech, they change that reference to his simple two-letter abbreviation. With this release, ServiceDesk will now recognize such a designator -- in particular, when applying the reporting/display filter that is the main subject of our "To-Grave Improvement #3."

FYI, as soon as I can do it, I'll create a new PartsPickList on-screen interface -- where you can simply click to indicate that items are being moved into the tech's possession, or back again. I'll also make a purpose-built Reverse-PartsPickList (as requested by that fine client) into an inherent part of it. Until then, you'll just have to do those changes manually.

"To-Grave" Improvement #4. This one, actually, goes beyond "to-the-grave" matters, but it was requested by another very clever client in the context of such concerns. He expressed the need for a method via which a tech can document why he ends up not using a part as prior ordered. My initial thinking is that such comments will likely go into the underlying Request-Item's Notes section.

Thinking about that particular Note section's use (for this added purpose), brought to mind two complaints users have made in its regard. To clarify, I'm referring to the large Notes section as found in the underlying Request (Alt-F8 form), not the smaller Notes section as found within a Process-Item (F8) band. One complaint has been that, when you're in the PartsProcess area, that larger section (which may have info you really need to know about) is not readily or automatically visible (you have to right-click in the Reference section to bring up its containing/underlying request). Another is that, once the Request item is archived (Ctrl-F8 form), those larger notes are no longer available at all.

This release address both matters. Regardless of whether you're in the Current- or Archived-PartsProcess forms, ServiceDesk will now display any underlying Request-Notes, in a ToolTip-type fashion, as your mouse floats over a process-band to which such notes are applicable.

Provision for the tech to document why he did not use an ordered part will be made in SD-Mobile (watch for updates there, along with mechanisms for such info to also auto-insert into these now much more available Notes.

When you're checking a shipment of new inventory via the F10 form, the dialog asks if you want to print labels for the items checked in. As a rule, it's best to do the printing at this point, because we've lacked a means to specify specific/particular items for label-printing thereafter. To clarify, you've been perfectly able -- after the fact -- to print labels for all of the parts in a given location, or all of a particular part number. You could even print one label as pertaining to a particular number, but with no ability to specify which instance (of multiples you might have in stock) that particular printout would pertain to.

This release solves that. Specifically, when you choose to print labels as pertaining to a particular part number (from the F10 form use the option sequence "Review existing inventory" and "Find qty and locs of specific item," pick an item, then click on the "Print list/labels" button), you'll get a list showing each instance.

Just pick the particular listings you want labels for. To select multiple items, user the standard Windows multi-select tricks (i.e, use Shift-Click on other item to select a range, Ctrl-Click to include or exclude an added item individually).

These days technology moves fast, and we'll admit that even here at Rossware we are somewhat surprised to have so soon reached the point where -- viewing you guys out there -- we see printing tickets for service (at least prospectively from the office) as a bit quaint and old-fashioned. Most modern, we feel, is to have no paper tickets at all, and instead E-Tickets are provided to the customer via Mobile (a shameless plug here for that product). A large number of users have migrated to this model, and, if you have not, we encourage you to do so.

Regardless, we're not yet ready to stop injecting improvements into such tried and true methods as printing a beautiful ticket in the office, and sending the tech out with it. For a comparison, eye glasses are now a very old technology. But if you're going to use eye glasses, certainly you want the best that current technology can deliver.

Recently a user pointed out that it would be useful if he could specify particular colors for particular items of text within the up-front ticket. It seemed to make a lot of sense. Current updates in both ServiceDesk and the SD-Tools utility allow you to do this (both will need updated, the latter to Ver. 4.3.7; it's part of the SD-Update download unzip, but unlike ServiceDesk itself will not automatically copy from station to station). Additionally, you can now specify FontUnderline and FontStrikeThrough as characteristics. Just use SD-Tools for such setup, as per standard. Of course (we should not need to say this, but you'd be surprised), you'll need to use a color printer to make it work.

Occasionally, we've had requests to make ServiceDesk operation subject to a password protected LogIn (i.e., you can't open it unless you provide a LogIn password). This release adds the option to setup any station to operate in such manner.

The setup and operation is similar to a function we added a few years back, to allow password protection for a particular tech's LogIn to TechWindow mode (see notes accompanying Release 4.2.22). Basically, you need to go to the Security/Password form (Shift-F11). Within that form's Users page, provide a unique password for each/any user whose SD-LogIn you wish to protect. In the second column (next to each such password), type the user's name precisely as it's listed in the Settings form (Ctrl-F11).

That's all that is required for setup. To test, go to the station as setup for any person for whom you've just done the above. When you go to open ServiceDesk, you should find there's a demand to present the password as setup for that user, or ServiceDesk will not open. (Actually, your Master password will also work, and potentially some others for other-user-LogIn purposes; see below.)

We've also had occasional requests from users to better accommodate the situation where you have a single computer that's used by multiple persons (e.g., on the morning shift it's Sue, while on the afternoon it's Bill).

For nomenclature context, a parallel situation arises sometimes on vessels at sea (ships, submarines, etc.) where there are fewer bunks than sailors. What happens is, two (or potentially even three) sailors end up sharing the same bunk. But not at the same time. :) Each of the bunk mates has staggered "watch" times -- so that, as one sailor goes off watch, he awakens his bunk-mate, who tumbles out as he tumbles in. This has historically been called "hot bunking," and of course you hope your bunk mate has excellent hygiene.

ServiceDesk has long had various forms of hot bunking. There, is, for example, the Temporary Desk Reassignment feature (Alt-K). It's also easy to change the directly-registered user via the Settings form, on an as-frequently-as-needed basis. And, you can handle such needs via the Windows Users feature, where -- under any particular Windows LogIn -- ServiceDesk recognizes a unique setup/user, as tied to the Windows User, and reacts accordingly.

But aside from and beyond the above, some users have wanted ServiceDesk to offer the ability to do a direct LogIn -- to itself and under one and same Windows "User" LogIn -- wherein the ServiceDesk LogIn, in itself, recognizes a unique ServiceDesk user. This likely should be called "Native" hot bunking.

To implement, just setup your hot-bunking station with a general Password-Protected LogIn (i.e., for a primary user, as described above). Make sure the intended bunk mates are in your Settings' form "List of Station Names," and that you've setup the same kind of unique password for each.

Here is the trick. Let's suppose Sue is setup as the primary/designated user at your hot-bunking station. Sue does her morning shift and closes ServiceDesk. Bill arrives for his shift, and goes to start ServiceDesk. He's presented with the demand for Sue's password. He doesn't know Sue's password, so obviously cannot present it. He does know his own, however, and so types it instead. ServiceDesk, upon seeing Bill's password, knows that it cannot open itself with Sue as a user, but figures -- "Hey, I might as well open with Bill as the user," and does so.

Except . . . one more thing. You might want to advise Sue that, if she doesn't want to get blamed for things that stupid Bill does during his shift, she'd better be sure she closes SD as she leaves (otherwise, of course, Bill might happily work under her LogIn).

One more matter, closely aligned with the above two improvements, concerns the fact that some people have wanted to have the Time-Card punch-in tied to logging into ServiceDesk. That's another thing that will happen with this release forward -- assuming just two simple elements in your setup: (1) you must setup the user for password-protected login, as per description above; and (2) you must have them designated, within the Earnings Rate form (Alt-F2), as an employee who is paid on an "hourly" basis.

Back with release of Ver. 4.4.57, we added feature in our "to-the-grave" parts management system where, if you were an established user and been processing parts in an earlier era, you could auto-clean your old legacy history, so items not marked as fully sent to the grave -- back then (there was not mechanism for doing so back then) -- would not come up in a current report. It turned out that cleanup process did not fully do the intended job in some circumstances. That is now addressed. You can access the check-off procedure from the PartsProcess form's (F8) CheatSheet (right-click in any otherwise unused space of the form, then look for the very bottom item in the menu).

In the last couple of years, we've been working with increased vigor to "invade" the CE market. We feel determined, eventually at least, to attain the same dominance there that we've worked so hard to earn on the appliance side. Yet, even on the appliance side we've been subject to a small deficiency in that ServiceDesk has had no element specifically designed to manage core returns. Since core returns are relatively uncommon with appliances, it's not been a major fault there (back door approaches, though less than ideal, have largely sufficed). But on the CE side, by contrast, core returns (and whether they're managed with competence versus poorly) can easily make or break a company. HUGE dollars can be tied up in cores, so the lack of a feature explicitly designed to manage cores has been a serious matter.

To specifically acquaint you with how the matter is addressed, we have added a new section to the manual's chapter-division on the PartsProcess system. As it happens, this particular division is already excerpted for you in a .pdf document that's contextually convenient by clicking on a little provided button in the top-left corner of the F8 form (look for the last sub-section within the document), or here's a hyperlink. Please read the added section in that division, as it will provide all needed details.

We thank Don at Dependable Services for this addition. He insisted that a method was needed to have an instant snapshot of profitability on each job. Makes sense when you think about it. Man, you mean we didn't have that?

At this time the report should be considered Ver. 1.0. On the one hand, it may presently have flaws. On the other hand, it will likely be subject to significant improvements as time goes by. We expect to have input on both matters, and updates in the future.

One thing to note is that, like many of the reports, this one also features an export. The export offers some details that are not in the direct printout.

If you do not know, "CE" stands for Consumer Electronics (these days, mostly big-screen TVs).

You likely do know that, in general, ServiceDesk was born and bred within an appliance service operation -- a fact which (and with apology to the rest of you) gives it something of a bias in that direction. This is also a factor we are endeavoring to overcome. We are very determined, in other words, to make ServiceDesk just as perfectly suited for other industries (in particular, HVAC and CE service) as it is for appliance repair.

Quite a while back, we learned that HVAC servicers wanted some other fields in the UnitInfo form (shortcut access for that form is via Shift-F12) -- fields to keep track of details such unit fuel type (gas, electric, etc.), flow direction (up, down, sideways), and so on. To accommodate, we made the UnitInfo form vertically expandable (via a little arrow button at the bottom), and added the desired fields within the expanded space.

Recently we realized CE servicers need a field to keep track of particular units' Chassis Numbers (considered a model sub number), and the ability to search on that field as well. To accommodate this, we figured we needed to make the expansion area work in an alternate fashion: to show supplemental fields as needed for an HVAC operation if that was the kind of user, or to show CE-supplemental fields if that was the kind of user (or perhaps no expansion at all if neither user-type was applicable).

To implement this strategy, ServiceDesk needed a means by which to be informed as to the type of user applicable. For that reason, in this release we revise the Settings form (Ctrl-F1) to accommodate a new setting:

Depending on which option you pick for the above new setting, the UnitInfo form will be expandable (or not) in an appropriate manner. If, specifically, you pick "CE," it will be expandable (from this release forward) as follows:

If you are either an HVAC or CE servicer, please be sure to activate that new setting option as needed.

Improvement for "Anticipatory Parts Transfers" (Now Titled "Pre-Screened Parts Tagging"):

Way back in '05 (in Ver. 4.1.103), we introduced a mechanism that allows you to speculatively transfer parts, from your in-office inventory and to a tech, for potential use on a particular job. The notion is you may have items on the shelf, not normally kept on the tech's truck, and during the pre-screening process you may realize that a particular job will very likely need such a part -- making it sensible to pull it from the shelf and send the tech out with it.

Over time it's become evident that, though very beneficial, there were elements in this system we might have designed better. In particular, the implementation sequence invited you to transfer the part to a tech, at the same time you were tagging it (for potential/speculative use) on a particular job. This was based on the notion you'd likely know, at the time, which tech would be doing the job. As it turns out, however, this assumption was very flawed.

In reaction to the above, some of our more savvy users have taken to performing a little trick. When in the process and invited to pick a "Transfer To" target (i.e., which tech's inventory location the item is being moved to, from the office, for speculative use on the job), they've picked the office itself (i.e., "OF"). This results in no net transfer of location, but nevertheless allows the other part of the process (tagging the part to the job) to nevertheless take hold. It's a great expedient, but is also one that the involved language and processes would not normally lead a person to consider. This is so true that, even here at Rossware (and when consulted on the conundrum which the expedient solves) we have sometimes failed to remember it, and have occasionally instead been misled -- ourselves -- into thinking the structure allowed no such solution.

First, we have changed the caption as found on the button, within the JobsCurrent (F7) form, that initiates the involved process. The old caption ("Antcptry Prts Trnsfr") was misleading for a process where, in immediate consequence at least, no true "transfer" was necessarily involved. Now the button instead reads "Tag Part for Visit" -- a phrase that much more accurately suggests that your purpose, when clicking on the button, is (necessarily) to tag a part in such manner as to facilitate its presence with the tech -- with any tech -- when he next goes to the site on that job.

Second, as title for the overall set of processes, we are changing from the term "Anticipatory Parts Transfer" (or sometimes "Speculative Parts Transfer") to the more accurately descriptive: "Pre-Screened Parts Tagging" (as per title/header for this WorkDiary entry).

Third, when you actually click on the involved button, there is a new query, as follows:

As you can see, you are now invited to choose, explicitly, whether you want presently to Tag-Only, or Tag-plus-Transfer. This makes the alternate potentials much more apparent.

Fourth, if you choose the Tag-Only option, the system will (logically) skip what was otherwise a following window in which your were formerly asked to pick the "Transfer-To" location.

Fifth (and perhaps most importantly), there is a newly-augmented process as now connected to the system. Assuming that in fact you've "Tagged-Only" while pre-screening, this process recognizes a subsequent need. Specifically, sometime prior to the tech heading out on any particular day's set of jobs, you'll likely be printing a PartsPickList, and using it as the basis to actually pull tagged items from the office, placing them into an applicable tech's pickup bin. Once this is done, it's imperative to inform the system of this physical transfer event (i.e., so it can properly tally where the item is now at -- referring, specifically, to those instances where you did not claim a transfer initially).

Ultimately, what we really need to do to -- to optimally accommodate this purpose -- is to have an interface that will likely be called (at least something like) the "PartsPickList-Reconcile" form. The vision is for this form to provide a one-stop place for a parts-puller to assure he's assembled all the parts a tech should be taking with him for his day of jobs, whether as special-ordered, speculative-tagged, or simply needing restock to inventory (and, of course, to seamlessly document the movements from one location to another). It may be that the current Parts-Crossover form can be optimally adapted for this purpose, rather than creating a new interface in its entirety.

Regardless, in an anxiousness to "deliver" on the current project, we have for now refrained from creating an entirely new interface. Instead, we've added enhanced functionality to a pre-existing function.

Specifically, in the InventoryControl form (F10) there has long been a function to facilitate transferring parts to a tech for the purpose of restock (in particular, using as basis examination of items on which he's fallen below minimums). It's a very smooth and well-developed process. Our new function allows you, simply, to use this same set of mechanisms, but in a context that's augmented so that the system lists not only regular inventory items as needed, but also any items as tagged for jobs the technician will be doing for the day in question (and which have not already been marked as transferred to him). Thus, it's a solution that allows you to (please pardon the cliche) "kill two birds with one stone" (accommodate ordinary re-stock, plus appropriately move items speculatively tagged).

To invoke this augmented process, you'll notice that when you choose to print a PartsPickList from the DispatchMap, there is a new option box in the resulting Printer-Selection form:

If you print with that new option box checked, you'll find that, besides printing the traditional list, the system takes you directly into the InventoryControl form's newly/specially augmented Transfer-for-Restock mode. In this mode, it will list not only normally-needed restock items (as it always has), but also ones that need moved to him because they've been tagged to a job that is on his schedule for the applicable day. Such items will be distinguished, from normal restock items, via the text being in red.

From that display you can use traditional/normal means to transfer all items, both normal restock and job-tagged items, to the tech as needed.

Besides those particulars above-described, a few other elements of language and interface have likewise been appropriately changed. Even so, please note we have not entirely dropped the "speculative transfer" language. This is because, even if you do not transfer to a tech while tagging a part, you very likely DO transfer the evening prior (or morning of) his dispatch on the job. For such particular operations, the older language is retained.

BTW, we realize there's a downside in changing terminology. Please be assured, we resist doing so except when there's a large purpose to be served. We believe this instance strongly qualifies.

Until now, there's been no distinction by the system when you check-in the final part, as ordered on any ticket -- as to whether it was a POS-context (versus more standard repair context) order. It turns out the distinction is important. Among other things, if in repair context it's natural to assume that, once all parts are in, the underlying JobRecord should be placed into "WorkingToSchedule" status. Not so if it's a POS-context order, where there's no return/repair appointment needing to be scheduled. Similarly, any dialog (such as in an auto-generated email as designed to inform the customer of part arrival) needs to be appropriately different, if it's a POS-context order.

Prior to improvements as made in this release, the system acted as though every order was a repair-context order. But now, with improvements as presently made, the system will distinguish the two contexts, and handle the POS variety much more adroitly.

Enhancement to DispatchMap's Show-JobsNeedingScheduled Feature:
Now Includes JobsWhereCustomers"Want-Sooner":

First, the general Callsheet/JobRecord structure has a new little check-off square. It's similar (and in fact right below) another tiny check-off that we added a few months back (see entry accompanying release of Ver. 4.4.62). That one was added for the purpose of denoting if a job should be classified as an in-shop repair. This new one is designed to denote if, though having accepted a particular appointment, the customer would nevertheless like to be moved sooner, if possible.

You may note (by reading notations in the above illustration), the RED color as formerly used for the in-shop designator has been usurped by the new check-off (though at least its physical position remains constant). In general, we hate to change a functional color, but it seemed that red made eminently more sense for a designator that really should attract notice (this customer would like to be re-scheduled for sooner) -- as compared to something mundane like designating 'in-shop' status. Thus, the old designator now gets blue.

So far as on-screen labeling and reminders go, just as with the first designator, there are ToolTips available to assist (just float your mousepointer over either item, and the ToolTip should appear).

Aside from toggling the new designator (again, to indicate the customer "Wants Sooner"), you're going to want to employ those toggles.

In your DispatchMap (F5), there has long been a "View-JobsNeedingScheduled" feature. The idea behind it: at any moment and on any day's schedule, you can toggle-on a view of jobs that need to be scheduled. So, if you're looking at a schedule and needing to fill it in (or at the fact some tech is driving a long distance and you'd schedule more jobs in that vector to make his trip more worthwhile), this feature can show you good candidates. The item references appear as little orange "pumpkins" on your map, and you can click on any to display the full/underlying JobRecord.

The feature is toggled on (or off) by hitting "J" on your keyboard (think "J" for "J"obs) . The DispatchMap's contextual "Cheat-Sheet" has long had a little hint reminding of this method (right-click on any otherwise unused position in the DispatchMap to display). That particular hint has now been changed, however, to describe a broader purpose.

Put simply, the old "ShowJobsNeedingScheduled" feature now does more than to show you just the orange pumpkins.

As you can see from this example, the system now shows green pumpkins too. These new pumpkins represent jobs that are presently scheduled, but where the customer would love to be moved to a sooner date ("Wants-Sooner"). Aside from noting that simple difference, you can use them much the same as you do the orange pumpkins.

First, tweak one. A couple of years back, ServiceDesk's Printer-Select form was enhanced to allow (in appropriate contexts) destinations other than actual printing for the the product destination: specifically, Email or File.

At the time, it was setup so that any of the three potential destinations could be independently checked, or not, as to whether the product would go there. In other words, it was not setup to "toggle," such that if your picked Email, say, it automatically un-checked Printer. The thinking was, you might want to do both (or perhaps all three), so the check/activation for each was independent.

That was fine in theory, but in practice it was much more typical that you'd want one function only, which made it kind of a nuisance that, if the form prior had Printer selected, and you now wanted to switch to Email, you needed to do two things: un-check Printer, then check Email.

This release addresses that. Now, selection of any of the three alternates un-checks the others for you. If, in fact, you want to do multiples at the same time, simply hold down Ctrl on your keyboard, while making added selections.

Now, tweak two. If you examine your Callsheets (and assuming you're in an office with multiple users), you're likely to notice a small difference. Callsheets as assigned to others will show with all text in a grey color. This makes it more evident when a Callsheet is not assigned to you, and we think you'll like the difference.

Second, the improvement builds on a feature I added to SD-Mobile some six months ago. There, I made it so each of your techs can easily see (and optionally certify as accurate) a graphic overview of their time spent during the day -- a beautiful image that provides a "mental picture" of the time periods spent "Punched In" on the clock, and -- of that Punched-In time -- which portions were spent working at actual jobs.

When I made the above-described improvement in the mobile interface, it was my intent to quickly provide the same visual overview for managers in the office. Though it's taken me a while, that next step is now ready for your enjoyment.

To use the new DTR-Viewer, first go to your DispatchMap (F5). Page-up to view any past/prior day, then hit Alt-T on your keyboard (think 'T' for 'T'imeCard). In result, you should see something similar to the following:

As you can see, there is a TimeBar for each tech, showing all Punch-Ins and Punch-Outs for the day, with time "on-the-clock" showing in red (any breaks between first punch-In and punch-Out, such as for lunch, are shown in white). Time at actual jobsites is shown via green inserts, appropriately labeled for the jobs to which they pertain. Given this dynamic, you can easily gauge (and at a glance) if, when and where your techs spent significant amounts of time on-the-clock, but not working at actual jobs. In other words, look for large areas of red (such areas being NOT a good thing). Wherever you see such areas, you may logically be prompted to inquire as to whether the tech properly should have been "on-the-clock" during such time.

There are also helpful statistics at the top. Among other things, these help you compare between techs to see which are being the most efficient with their on-the-clock time.

There are more tools still. If a tech manually inputted a punch-In or punch-Out, for example (i.e., rather than allowing the TimeCard system to go by his computer's internal time when he punched In or Out), the corresponding time notation will show in red, to signify this fact. If the technician used the SD-Mobile mechanism to certify accuracy in his DTR (a practice we suggest you insist upon), you'll see a very large check-mark in the white space immediately above the TimeBar itself (just to the right of the statistics). In fact, the check-mark will be green if the presently calculated total of time agrees with the indicated time when he certified, or red if there is now a discrepancy. If you want to change the day that's displayed, use PageUp and PageDn from your keyboard, just like when inside the DispatchMap.

We think you're going to find this is a more than fantastic tool. And don't worry about memorizing the shortcut key to access it. A reminder is in the DispatchMap's CheatSheet.

As one more (and super-handy) feature, if you're looking at any particular job notation (green rectangular insert) and are curious to see details about the actual job, just click on the notation. Instantly, the underlying JobRecord will display for you.

4.4.67 (5/10/10):

QuickLink to Particular/Underlying A/R-Item via A/R-Dunning Form:

For the last three or four years, just about every time I'm working on the line-items list in the A/R-Dunning form (Ctrl-F3), I find myself having the natural urge to be able to right-click on any particular line-item, and have displayed the complete A/R record which underlies it. Sometimes, after all, as you see the simple line-item summary, you want to know more details about that particular A/R. It's just not right that you have to hit F3 (to bring up the A/R form) then conduct a search in it for the item of relevance.

Finally, I made the time to program in this "should-have-been-there" convenience.

As you can see from the illustration, a ToolTip is now available to remind you of the new convenience. Just float your mousepointer on the little grey label area at top of the form, and the ToolTip will appear.

As a moderate little enhancement of this feature, if the line-item that you click on happens to reference multiple A/Rs (i.e., rather than a single one, as is more typically the case), the first quick-linked item as displayed will be the first/oldest. However, the A/R form will be pre-configured for you in "Search" mode, with the 'Resume Search" button showing and pre-selected. This means, to rotate to other A/Rs as applicable to the line-item linked from, all you need to do is hit Enter on your keyboard.

Thus, you have quick and easy access, even to multiple A/Rs as connected with any single Dunning List line-item.

We've been informed that, increasingly, servicers are running into situations where different manufacturers happen to end up using precisely the same part numbers as one another -- but of course each for their own (and different) parts. The underlying structure of SD's inventory system is one that uses the part number as a controlling entity, and without regard to applicable make. This means part number duplication, between manufacturers, has been a potential issue.

This release introduces a solution, though perhaps not quite so perfect as user might have otherwise desired. It's sort of a work-around.

What you need to do, for any part where you're stocking different items but of the same part number for different manufacturers, is append one or both instances with an asterisk then a single letter that indicates the applicable manufacturer.

For example, suppose both Toshiba and Sony have parts bearing part number 123456, and you want to stock each. For the one from Sony, make your within-the-MasterPartsPlan number "123456*S". For the one from Toshiba, make it "123456*T".

The above is, of course, an expedient you could have been using all along, but with one downside. When ServiceDesk fills-in the on-screen Narda for a warranty claim, it uses your part number as provided. Sony won't likely provide credit on claimed use of part number "123456*S". That's where the improvement (as present in this release) comes in.

Specifically, with the enhancement as introduced with this release, when ServiceDesk fills in the on-screen Narda, it will look for part numbers with a "*X" suffix on the end (where "X" is any possible letter). For any found, it will delete the suffix -- thereby smoothing the way to a successful claim on such parts.

Fix for "Split A/Rs" ending up in presentation of multiple "tickets" to consumer:

There have been prior references in this blog to "The Law of Unintended Consequences," and it is, sadly, a merciless (if sometimes slow-to-present-itself) taskmaster. Slightly less than five years ago (see entry for Rel. 4.1.74), I introduced the ability to make interim sales entries: entries to the sales journal for a portion of the sale as already earned, and prior to a completing entry, for the balance, which actually closes out the job. Turns out there as a down side to using this practice. If the interim entries were for billed work, and if you later sent the client a statement for outstanding A/Rs which involved such multiple entries, it was possible for the statement to have multiple line items for what was really a single job. This could potentially be confusing to the customer, and cause unwelcome objection. On top of that, if you happened to be creating a new job for such a customer, there's that little feature that offers to add a note about presently unpaid A/Rs. That note could end up claiming there were multiple A/Rs, even if all involved a single job (and again result in confusion with the customer).

This release remedies both issues. In either of the contexts described, ServiceDesk will combine the multiple A/Rs (as under a single ticket number) and present them as though one.

There are, of course, "two" party-info sections in SD's general Callsheet/JobRecord structure. The second is only used (at least for actual party info) in the event a job actually involves two parties (one for billing, and the second for go-to). Of course, when not used for official party-info purposes, the second section is sometimes used (and at least by some folks) as extra space for added notes. This particular fact creates a quandary for the system when it updates the CstmrDbase Index set each night. If extraneous notes are in the second party-info section, we do not want to have such notes indexed as though they consist of a party's name, address and telephone number, etc.

The solution has been that the Index-updating machinery is programmed to ignore text within the second party-info section -- unless if finds (in the address box) a set of brackets, as involved in the grid coordinate that's inevitably put in if you're sending a tech to a location as involved in that section (bear in mind, while it's easy for a human to look at text and distinguish between text that describes a name, address and telephone numbers, computers are much less capable of so simple a task).

The above works fine, except where you're doing a bill-to-another-party Shop Job (typically, involving a TPA payer). In that case, you need the second party-info section to describe the owner of the merchandise you're repairing, but you do not need brackets in the address line, because there's no need for grid coordinates on an address you're not sending a tech to. For that particular situation, our trusty old strategy fails.

In solution, this release introduces a change. From here on out, the system looks to see if the first-section party info describes a HighVolumeClient. If so, it will index text in the second section, even if no brackets are found there.

One of the oldest exports in ServiceDesk is the MailingList export (available as the first option in the Alt-F3 form). As time has gone by, I've improved my overall export-programming standards. The present standard allows you any of three formats (.csv [comma-delimited], .txt [tab delimited] or .xls (Excel format). Plus, it offers to open the file for you, upon its creation. I recently discovered this old export had not been brought up to the current standard. That is now addressed.

Back in November of last year (with release of Ver. 4.4.38) we added the ability to directly review and edit, in the ServiceDesk FinishedForms context, tickets as created by the tech when operating in SD-Mobile (simple image-based review had always been available). This was a major step forward in terms of integration between the two systems. However, we found there were occasional glitches in the technology we were using to make the connection between ServiceDesk and the remote database that serves as a common information point between ServiceDesk and the Mobile techs. This sometimes resulted in difficulty when seeking such direct-access of the mobile tickets.

With this release, we have switched to an entirely new technology for such connection purposes, and it promises to be much more reliable and fast.

While testing operability of this new technology, I noticed some shockingly severe defects in how the program code was prior loading data into the FinishedForm tickets, and sometimes in saving edits too. I am embarrassed, frankly, to have discovered such large defects were there, and had evidently been there since September. They also have now been fixed.

There's long been ability in both the InventoryControl form (F10) and MasterPartsPlan form (Ctrl-F10) to do a Ctrl/Right-Click on any line item to invoke an immediate show as to locations and quantities for that item. It's extremely handy. Say, for example, you're looking in the F10 form at items that need to be restocked, and you want to how many you've got an where; a simply Ctrl/Right-Click on the line-item will tell you. Or maybe you're reviewing items in your MasterPartsPlan, and are curious to know for a particular line item what you've got and where. Again, a simple Ctrl/Right-Click will tell you.

Recently, I realized another/similar quick-link would be very useful. Instead of instantly showing you locations and quantities for a particular item, it will instead instantly show you the history of movements (purchases, sales and transfers). The command for this new link is Shift/Right-Click.

Don't feel any need to memorize that command on the basis of description here. It's been added to the contextual "Cheat-Sheet" (as applicable in either of the two forms), as follows:

Remember this cheat-sheet (and others in their own applicable contexts) can be displayed by simply right-clicking with your mouse in any otherwise non-functional location on an applicable form.

We find some people don't even know about this form. It's accessed via Shift-F7. The general idea of the form is it allows you to review a limited set of jobs -- such as, for example, only those that are in Working-to-Schedule status. The main filters (i.e., criteria by which to limit the set of reviewed jobs) are JobStatus, but there have long been others, such as applicable technician, for example. If you haven't used this form, we highly suggest checking it out, as it's very handy.

The above illustration is really sufficient, in itself, to tell you what the new filters are.

Until about 30 months ago, there was nothing in ServiceDesk functionality to operationally distinguish between jobs as setup for in-shop work versus those setup for in-field/on-site service. However, a few servicers described the need for certain kinds of distinguishing treatment, so the program code was enhanced to provide the same (see description accompanying Release 4.3.45). At the time, we used kind of a "cheat" method to facilitate designation, of any particular job, as being in-shop (as opposed to the default assumption of on-site). Quite simply, in the LocationName box you'd type the magic phrase "SHOP JOB." In result of seeing such text there, ServiceDesk would realize it was a shop-job, and react accordingly.

This has been the solution until now. It's worked fine, except for the fact the designation method was perceived by some as -- shall we say -- inelegant. Certainly, it has been less elegant than would be having an actual checkbox for the purpose, and that is the matter now addressed.

In fact, I began working on the graphic interface for this improvement a few weeks back (since real-estate in the applicable forms is already tight, I could not simply add-in in a normally-labeled checkbox for the purpose; the applicable forms do not have space for that). You may have noticed my tentative solution when a couple of tiny new boxes appeared in the Callsheets. These were otherwise not-yet-operational, and there was no notice explaining their purpose. It was nevertheless my intent to program the first to default with a checkmark indicating the job was intended for on-site service, while providing the option to user-check the second, instead, to designate the item as a shop job. Initially, I got as far as making that graphic, but did not get any of the underlying programming done.

This past weekend I finally found time to do the underlying programming. Initially, I'd intended to go ahead and use the graphic interface as above described, but soon decided two checkboxes make less sense than a single one (why do you need a box indicating normal status, anyway?). The final scheme is, this single box defaults to a neutral color to indicate a normal, in-field-service job -- but can be user/click-toggled to red for the purpose of indicating in-shop service instead. So, that's what we've ended up with (with, as you'll note, the final/operational box also moved to a slightly different location, as compared to original intent).

Naturally, this new little designator has been added not just in Callsheets, but in JobRecords (current and archived) too. Simply click on the little box in any such context, to toggle it red, any time you wish to designate the job is intended for management as in-shop work. Or, click again to toggle back out. Again, it will show in a neutral color (same color as the surrounding background) if it's a standard job, or as red if toggled for in-shop. Also, if you float your mousepointer over the new little box, you'll see a ToolTip come up to remind you of its purpose.

Ideally, it would have been good for me to include with this release conversion code that would go through all present and past jobs, search for the old mode of designation (i.e., the phrase "SHOP JOB" in the applicable location), and change the new designator to match. Alas, I did not find time for that. However, for a reasonable transition period ServiceDesk will recognize either old or new designator methods as legitimate. In other words, whether it finds the phrase "SHOP JOB" in the expected box, or if you've toggled the new little checkbox to red -- either way it will see the job as being intended for in-shop management. From this point forth, of course, you should use the new designator, and abandon the old.

The "Law of Unintended Consequences" is the programmer's eternal enemy. Turns out, the scheme (as described immediate below) was great for most servicers in most circumstances, but resulted in unnecessary annoyance for others. The biggest immediate issue concerned claims as submitted on extended service contracts, where a purchase date more than one year ago is not an issue.

With this release, the system should detect when it's an extended service contract situation, and refrain from making the "purchase-date-more-than-one-year-ago" warning, if so.

Another issue involves servicers that do large amounts of work for premium companies, such as Sub Zero, where the typical warranty period is more than one year. My intended solution (it will be "Fix 2") for that is to provide a new box, in the Quick-Entry templates, where you can indicate for each manufacturer what their typical warranty period is. Alas, I have not yet been able to get to that added project.

ServiceDesk has long made rudimentary checks as you go to file a warranty claim via the on-screen Narda. It cannot, of course, fully predict if the underlying processor will accept your claim, but at the least it can look for (and warn you about) a few common errors. As mentioned, it has long had this facility.

However, it was recently pointed out there were a few logical (and relatively rudimentary) checks it was not making. Specifically, it was not looking at the DateOfJobInception, DateOfCompletion and PurchaseDate fields -- to cross-compare between those and with the current date -- to assure such date comparisons would not be likely to result in claim rejection and/or embarrassment. Those checks are now made, and (assuming the comparisons indicate a likely issue) can result in messages such as the following:

I'll confess that manufacturers, on seeing we've done the above, might suspect the effort is aimed at facilitating cheating by you, the servicers. Let me assure, however, that is not the case. At Rossware, we generally find our users have a high level of integrity. The real concern is that accidentally-inserted erroneous dates can result in claim rejection and/or embarrassment. These messages give you the opportunity to consider if less-than-sanguine dates might in fact be erroneous, and to advance correct (i.e., prior to actual submission), if so.

In conjunction with Whirlpool Corporation, we have implemented a system to facilitate returning, to them, parts they need back for fault analysis. Basically, any time you check-in or go make a claim on any part within a particular "we-want-it-back" return list, ServiceDesk will automatically produce a message telling you Whirlpool wants it back, and offering to print documents to facilitate the return (specifically, a packing list and postage-paid shipping label).

We believe, in result of this work with Whirlpool, we've created a model of facilitated returns that may eventually be used by other manufacturers, both in appliance service and other repair industries.

ServiceDesk has long possessed a Command Summary in its main menu. A listing of commands is particularly needed for some contexts, because in some (such as the DispatchMap, for example) display space is so much at a premium for operative purposes, and the operations that we wish to do are so many, it simply is not practical to provide on-screen command buttons for every purpose. Instead (and in such forms), we offer a plethora of powerful tricks and tools via various combinations of keyboard and mouse. Among other things (and for each such context), the Command Summary lists what these actions are.

Augmenting that main-menu listing, it has long been easy in several such operative areas to quickly bring up the particular section, from the Command Summary, that's applicable to the context in question. When the apt section is brought up in such manner, we have taken to calling it a "CheatSheet." These CheatSheets can be very, very handy.

Gradually, some of these CheatSheets have been improved for greater organization and clarity, but until now some were still somewhat lousy, and we needed some new CheatSheets in places we did not yet have them. Plus, for each context where a CheatSheet was potentially available, you needed to at least remember the particular magic place, where you could right-click with your mouse, to bring up the Cheat Sheet as applicable there.

With this release, there is a big general improvement. In any context that offers a CheatSheet, you can now right-click in virtually any otherwise un-operative space, and get the CheatSheet as applicable there. The contexts that offer such CheatSheets are as follows:

Callsheets;
DispatchMap;
PartsProcess form;
ScheduleList form;
Inventory Control form; and
MasterPartsPlan

Please note that the last two forms are new, in terms of their CheatSheet participation. For those two contexts (and for some time), we've needed reminders of two or three potential commands in each, and those are now provided in these particular new CheatSheets (if you check in those contexts, you'll see some handy actions you likely did not even know were available).

Please also remember, a right-click in any otherwise un-operative space, in any of these forms, will produce the CheatSheet as applicable there.

In addition to the above general improvement (and added CheatSheet contexts), the CheatSheet as applicable to the PartsProcess form has been strongly improved, in terms of the clarity of its organization:

While the new layout may look a bit more intimidating in size, if you look briefly, you should see it will be a great deal easier to find what you're seeking when you want it.

A year or so ago we completed the "to-grave" portion of our cradle-to-grave PartsProcess system. Specifically, we provided a report that explicitly lists items not checked off as having reached a proper disposition (i.e., used on the job, returned to the vendor, etc.). This was to provide you the basis assure no such items slip through the cracks -- that, ultimately, all reach an appropriate final destination.

For those transitioning from prior times, however, we discovered an issue. If you had not prior been doing check-offs, and yet wanted to use the report, you could find it filled with old items of which you're no longer truly concerned.

To address this, the CheatSheet for the PartsProcess form now has a new option (see bottom item in illustration of "New" above). If you click it, you can run a process to address the above-described concern.

On the first of this month, we added popups in the DispatchMap. If you float your mousepointer over any job reference, a popup shows a bit of added detail regarding the underlying job (InvoiceNumber, and Type and Make of machine being serviced). Based on popular request, we just added a new element. If you do a simple click on the little popup, it will open the underlying JobRecord for you. To be sure, a Ctrl/Right-Click on the underlying reference will do the same thing, but in some instances you may find it just a little handier (and perhaps more intuitive) to do the simple left-click on the popup instead.

Nothing terribly notable in this release so far as new features, but it contains a ton of small fixes and tweaks.

Virtually from its inception, each ServiceDesk package has included a superb backup utility called SD-Backup. The design intent is for this utility to run continuously at any computer aside from the server. In such a state, it automatically maintains five layers of backup (hourly, daily, weekly, monthly and yearly). As just one tool in your backups arsenal, it's an excellent system, and positively should be in deployed in every ServiceDesk office. If you have not been using SD-Backup, please fix that fact now!

Sadly, SD-Backup does not solve every need-for-backup situation. One problem is, some people (in spite of the fact ServiceDesk almost constantly pesters otherwise) choose not to run it. Seriously, we've had numerous people who suffered data loss -- then, to add insult to injury, they had to face our scolding for the fact that, though pestered every day by ServiceDesk to run SD-Backup, they'd still refused to do so. In some cases these folks had other backup systems in place, which they thought obviated the need for SD-Backup. However, the other systems proved to have not been doing what they claimed. Please, do not NOT use SD-Backup.

Of course, even when you're faithfully running SD-Backup just as you should, it may fail to provide a wanted salvation. This is particularly true because each hourly backup overwrites the previous hourly, and each daily overwrites the previous one in its class, and so on. Because of this, if you don't notice there's a fault in data prior to such an automatic backup, its class of backup will have replaced -- what was formerly a good backup -- with a defective copy. It's one of the Achilles' heels of automated backup systems (because of this, if you notice a major fault in any data, it's a good idea to momentarily terminate the SD-Backup program, pending immediate investigation and resolution).

Regardless of whether the issue is SD-Backup having not been running, or because it's already replaced a prior good backup with now defective data, we've often found another salvation when users have had data faults occur (no software, by the way, is immune from data failures when the underlying system hiccups in any of several possible ways). It's based on the fact that many processes in ServiceDesk make their own, in-process backup as the process runs (as a rule, these backups go into the LclData folder for station that's running the process). Virtually all the archiving processes do this, for example (Callsheets, JobRecords, ScheduleList, PartsProcess, etc.). Because of this, it's often been true that when we could not find an optimum backup anywhere elsewhere to use, we were nevertheless able to find a good in-process backup, and restore a user to good operating condition.

Even here, however, the results have sometimes not been as good as wanted. The major problem has been that, after having discovered a data fault, the user again runs a procedure where the same in-process backup is made. This overwrites the prior (and formerly good) in-process backup with a copy of the now defective data -- and very much frustrates our effort to make a good restoration.

Specifically, each station's LclData folder will now receive seven sub-folders, one for each day of the week. All in-process backups will to go the sub-folder that pertains to the day on which the process is running (meaning if there's a fault today and you already overwrote today's previous good in-process backup, there should still be backups in yesterday's sub-folder to look to, and so on).

And that's not all. Within each days' in-process backups folder, instead of each backup (as for that day) overwriting its predecessor (assuming its from the same calendar day), it makes a new one (appended with 001, 003, etc.).

Based on this, any occasion where we can't turn to an in-process backup for these critical files should now be very rare indeed. You still should/must be running SD-Backup as well (when it comes to backups, it's hard to have too many layers), and you positively should also have an off-site backup system as well (we recommend burning critical data to a CD on a daily or weekly basis, and taking those home, assuming home is not the same place as the office).

Another very old ServiceDesk feature involves the fact that, in the ScheduleList form (F6), you can create entries denoting times when a tech is unavailable. The method is to place, in what's normally the customer name space, any of three potential text strings:

(b) "Unvlbl Until" (for denoting he'll not arrive on the indicated day until a particular time); or

Also very old was a shortcut for inserting these key phrases. It involved typing either "U", "UU" or "UA", then hitting Shift-F3 on your keybaord, which made ServiceDesk change the short string into the somewhat longer full one. To be candid, in the last many years I've been embarrassed to show people how this feature works, because the method is so clumsy and un-Windows-like. I'd made the feature in my earliest programming days, when I still had a rather DOS-oriented mindset.

Anyhow, we recently co-opted the Shift-F3 command for displaying the new Rolodex, without realizing it messed up use of the same function for the above-described purpose. This made a perfect opportunity for modernizing the latter. Now, when you're in the F6 form's CustomerName box, you'll see a drop-down with the three magical options, and all you need is to select one.

We introduced drag-and-drop hyperlink creation a couple of years ago, and imbued several of the textboxes (in various ServiceDesk locales) with the capability. We also said, if people wanted the capability in other boxes, let us know. Recently Scott at Carter Services asked for the capability in two new places: (a) the Notes box of the PartsRequest form (Alt-F8); and (b) the Notes box of a SpecialSituationsAdvisory (Alt-F11). The ability is now added to those boxes.

Find Funds Received and Find Parts Special-Ordered buttons added to Archived-JobRecords form:

For quite a while, we've had a couple of handy, half-hidden functions in the Current-JobRecords form (F7). Some of the buttons there do alternate duty if right-clicked on, instead of the standard left-click. Of particular note here, the "enter funds Rcvd" button can be right-clicked for an instant viewing of all monies collected on the job; or you can right-click on the "orDer parts" button for an instant viewing of all connected parts-process items (you can float your mousepointer over other buttons to review their alternate functions, where applicable).

Last week, I got an email from Allison at Dependable Services asking for similar capabilities in the Archived-JobRecords form (Ctrl-F7). It made too much sense to resist, so now has been added (please understand, these are in-context, convenience searches; the same searches have always been available from within their own operational contexts, elsewhere). In the new context (and as you can see below), these "Show Me" functions are not alternate/back-door operations for the buttons involved. They are the exclusive, on-the-face purpose for each.

Since the updated form has the same quantity of buttons as before, you may wonder what we did with the functions those same button positions used to provide. On consideration, we realized those old functions did not need to be in this form. One of them ("Dbs Index Utility") already had separate access via the MainMenu, and we moved access to the other function there as well.

In fact, we did not want to just keep adding items to that menu section (it was already a sufficiently long list as to be potentially confusing). Honoring that concern, you'll notice that an added element of work was to reorganize File Functions, placing several items into fly-out subcategories. This considerably simplifies the main list.

I was given this idea by Steve at Gulgren's Appliance. You're likely familiar with Windows ToolTips: little clues and hints that pop up when you float your mousepointer over various objects (we use them a lot in ServiceDesk). We are now using something similar in the DispatchMap. If your mousepointer floats for more than 1/10th of a second over any job reference there (either graphic or list type), a ToolTip-like window will display, showing some added details on the job.

Currently (as you can see in the example above), the popup provides job InvoiceNumber, along with Type and Make of machine being serviced. I suspect there may be requests to add some more details, which I'll certainly be willing to consider. Please bear in mind, though, all it takes is a Ctrl-right/click to see the entire job, so it certainly makes sense to keep what's shown in this popup comparatively limited.

A couple of years ago we added the ability to direct-email tickets from the FinishedForms context (Alt-F4). Occasionally since, we've had complaints about legibility and clarity in the emailed images. It was generally an issue only if the image included very small graphic-based print, as in the disclaimer section of an underlying ticket image. This release addresses those clarity concerns. In addition to the fact that such tiny print will now be legible, the image files (as attached to the emails which the method produces) will be now be in .PNG format, instead of the .JPG format as was formerly used. PNG is a newer and more efficient graphic standard. Even with much better resolution, it allows use of smaller file sizes.

Early adopters found a few small faults in the new Rolodex, which have been addressed in this release. Most significantly, I realized, for the two yellow Notes boxes that fit to the left, respectively, of the Companies and Persons lists, I'd initially forgotten to put in vertical scrollbars (in case you have lots of notes and need to scroll), and the ability to drag in hyperlinked objects. With the latter fix, you can now drag pictures, documents and files into either note box. As one example of such use, with respect to any company with whom you have a contract, I suspect you may want to drag in a hyperlink to that contract.

A few weeks ago I overhauled ServiceDesk's TimeClock function, where your employees can punch-in and out on an electronic TimeCard. Afterwards, it became apparent I'd left out an important ability: to punch-in or out on the basis of an entered time, as opposed to the computer's system time. This can be needed, for example, if an employee forgets to punch-in on first arriving, and realizes it later in the day. To invoke the method, simply right-click on the applicable "Punch" button, rather than left-click (a ToolTip will remind you of this method if you simply float your mouse-pointer over).

A dialog then ensues for entry of the manual time -- and, when it's inserted to the TimeCard, it's with a flag advertising that the time was manually entered (this is to provide the owner/manager with a method of policing, if the event that an In or Out time happens to become suspect).

Though we recently acquired its maker, fact is we've been converting users from our former competitor's system, LogiSERV, for a long time. These "converts" to ServiceDesk have, of course, been very happy with their conversion -- with a particular and notable exception. Many have lamented the fact ServiceDesk has lacked its own equivalent to a Rolodex-type function that's long been built into LogiSERV. In fact, more than one former LogiSERV user has made it a point to periodically tell me their office continues to run LogiSERV, in the background (even while using ServiceDesk for main operations) -- solely for the sake of using its superb Rolodex.

With this release of ServiceDesk, finally, those users can turn off their old LogiSERV -- and stay exclusively in ServiceDesk.

Yes (and as previewed at the ASTI convention), we now have our own Rolodex-type function.

We are, furthermore, betting users will find our new Rolodex is structured with a far more rewarding, flexible and powerful interface as compared to LogiSERV's, or any surviving competitor's present equivalent. Here's what it looks like:

To bring up this new feature, you can click on File Functions in ServiceDesk's MainMenu and look down about nine items to the menu option titled Rolodex:

Either that, or directly use the suggested quick-key combo, Shift-F3. Upon bringing up the new interface, please note there is a button in its bottom-center area titled "open Mini-Manual." If you click on that button, it will open a little five-page handbook (same as via this link) that provides all needed details regarding how to use this awesome new feature.

Approximately one year ago, Whirlpool introduced a program (often abbreviated as "P4P") that financially rewards servicers if they meet a very simple set of metrics. Yesterday, a certain user suggested it would be helpful if servicers could analyze internally, to see how they are progressing on that precise set of metrics. Seemed very sensible, so we have a new report:

It is the very same set of metrics Whirlpool measures, but may be gleaned at any time you want from your internal, ServiceDesk data. This new report is available from within ServiceDesk's Reports form (F11). Simply go there, pick the 'Performance - Clients' radio button, then 'Pay for Performance.'

Technician Performance Reports -- Announcing . . . "The Mother of all Overhauls!"

We've long had a suite of "powerful" technician performance reports (five in all). They've been subject to occasional incremental improvements over the years, though nothing since their initial inception to (as my dad used to say) "write home about." Please notice, I put the word "powerful" in quotes. It's because these reports were drab, all textual, mono-color and with no graphics. Sure, they worked great if you happened to have the kind of mind that can look at a large quantity of raw numbers and easily divine real and substantive meaning from them -- but most minds don't work that way. So, not everyone celebrated these reports.

I took a first step toward major improvement with Rel. 4.4.43, just a while back. But that was tiny compared to what I've now accomplished. This release includes a true and major overhaul. It will produce tech-performance reports that, finally, are designed for the every man. The basic set of reports has not changed, nor has the data (with some few exceptions) that goes into them. What's really changed is the presentation.

As you can see, it's the same raw numbers at play, but the revised version presents them with a whole lot more pizzazz. And the pizzazz is much more than mere fluff. Color differences, between the first section and others, make much more intuitive the distinction between company-wide figures (i.e., "ALL" in the top section) and the figures in following sections that pertain to specific techs. The colorful and integrated graphs are even more powerful.

In such regard (and using this particular report as an example for potential analysis), please notice the four graphs in the top section provide company-wide (or ”par”) geometries for each key measure, and each tech’s graph is purposely arranged to allow easy direct comparison. Glancing at the green graphs, for example, you can see that three of the techs in this report are performing well above-par in regard to total sales (CP looks particularly impressive). Their average totals-per-work-day (yellow graphs) mirror the same fact. However, one of the techs who’s strong in total sales, is not so strong in average total-per-ticket (AV, blue graph).

The leftward purple/violet graph is particularly interesting in its ratio-type comparison between labor and materials sold. Glancing at this graph in AV’s section may give an immediate clue as to why his average total-per-ticket is below par. It appears, simply, that in comparison to others he is underselling on parts. Perhaps that is all he needs to amend.

Anyhow, the general concept is that with the addition of such integrated graphs and other enhanced visual cuing, these reports can now be a joy to peruse, literally thrusting large elements of meaningful analysis into your brain (and at a mere glance), rather than making you toil to scavenge small elements of meaning.

All five reports in the Tech-Performance series (those reports in the F11-form and under that title) have been similarly upgraded, though the particular visual scheme in each is unique to its purposes. I urge you, please, explore these reports. I think you will be positively delighted by what you find. Please know, too, I have updated the corresponding On-Line Report-Handbook. There is a button to load this handbook in the bottom-right corner of the F11-form, but here also is a link. Discussion about these particular reports begins in that Handbook on page 14.

In regard to two of the upgraded reports (Technician Recall Rates, Unit-Info Method and Technician Recall Rates, Key-Word Method), I did much more than enhance the resulting visuals. In regard to those in particular, I totally re-did the underlying infrastructure. Formerly, these were reports that could take (depending on circumstances) a long, long, long time to run. They are now at least ten times faster. Better still, they're much more logical in their underlying methodology. I'm betting you're now going to be very fond of these reports. For details of what's different, please read in the appropriate section of that On-Line Reports-Handbook.

Now that we have truly outstanding visuals in regard to these reports, I'm betting people are going to want corresponding upgrades on other reports. Alas, my work never ends!

A while back (see entry accompanying Rel. 4.4.7) we added a spiffy new report in the (Ctrl-F9) FundsControl form. Called the Reconcile Items Collected Report, its purpose is to summarize all items of money as ostensibly received (typically on the prior day) -- for the purpose of comparing to monies as actually found in hand, to assure you actually got all the monies you were supposed to.

With this release, we add a beautiful new companion report. As its title (indicated in this section's heading) suggests, its purpose is to provide a summary of all items that were ostensibly deposited to the bank, within any period (typically, we expect, it will be used on a daily or weekly basis). This can: (a) provide a simplified basis for you to enter the amount in your checking ledger; and (b) provide an added cross-check for comparison purposes.

With addition of this report, we had to once again do some re-arranging of the option-selections as initially presented in the FundsControl form. There are now, simply, too many options to place in the initial listing. Instead, two of the initially-presented options will bring up sub-menu options. The one as applicable to this report is logically titled "Deposit-related functions.

Please note this is where to find the new report, and is also the place to now find the "Assemble Deposit" and "Confirm Deposit" functions, which used to be on the initial menu.

It's very difficult to please everyone all the time. It's also true, we've found, that while new users sometimes complain about ServiceDesk being too keyboard-centric (i.e., not enough dependency on the mouse), whenever we make an established function depend more on the mouse, established users quickly lodge a loud chorus in protest.

This happened in regard to the enhanced Checkoff methods, as introduced in Ver. 4.4.45 (see third item in prior entry, as pertaining to that release). In response, I've done the following:

(a) With the list of Checkoff statuses displayed (standard means to invoke is by doing a Shift-Click on the item, within the tech's list of jobs, you want to check off), you can use your keyboard's Up and Down cursor keys to move the mousepointer from one item to the next.

(b) With the mousepointer over any particular item in the Checkoff list, you can hit Enter on your keyboard to make the selection.

(c) There's is also a new/alternate means to first display the Checkoff list. With the mousepointer over a tech's list-item job reference (yes, this particular mousepointer positioning you must do with the mouse), hit Shift-Enter on your keyboard.

Hopefully, these improvements will allow everyone (on both sides of the mouse-vs.-keyboard divide) to be happy.

I should mention (while simultaneously placing a pitch here for two of our major supplementary products), I somewhat resisted making the investment (it consumed a whole morning) programming this very minor tweak. It's because, those of you who are still doing manual check-offs for routine dispatch-related events, in my opinion, should not be!

Optimally, requests for confirmation and check-offs of confirmation should all be handled via automation as facilitated via SD-CyberOffice. When you use that system as intended, these check-offs occur automatically, without any per-item effort required by office personnel.

Similarly, confirmation of dispatching to the techs, check-offs of arrival and departure, and check-off of PVR status should, optimally, all occur via automation with the techs as facilitated by SD-Mobile. In my humble opinion, you should not be consuming separate resources to manually handle these mundane (albeit important) tasks. Automation is much smarter.

To put it another way, this improvement involved polishing the edge on a tool which -- for the fully-advanced user -- has been largely superseded regardless.

Effective on this date, LG has ended its former "CLS" integration system (which provided direct integration, between servicers and themselves, on both dispatch processes and claims) -- in favor of a new system called "GSFS." It's our understanding they have also ended integration via ServiceBench. Most alarmingly, their new system has no "handles" to facilitate the direct integrations (for dispatch processes and direct claims transmission) that were formerly enjoyed. In fact, all that is available now, for integration (at least as we understand it), is the ability for you to upload claims via the old-fashioned file/batch-upload method -- though as connected to the new GSFS system (i.e., SD puts the claim information into a file, and you have to separately upload it via login to the GSFS website).

We don't know anyone that's happy with this, but (and at the least) here at Rossware we've provided you with a "just-in-time" update to facilitate claims creation in LG's new format. Assuming you make your first GSFS claims on the morning of Monday the 4th, we believe it will work. Our output has been tested with LG, and verified to be in the correct format.

So long as I was busy creating a new claim submission format for LG, I figured I might as well tackle another item on my long, long, long list of projects -- which was to create a submission format for Samsung (in case it's not obvious to you, every claim processing entity has its own format into which claim data must be forced; each format is unique, and it requires a lot of program coding to make the data conform perfectly to each).

In regard to this newly-added format for Samsung, I'm considerably less certain you'll enjoy immediate claim-submission success. Samsung's documentation (detailing what's expected for their format) is very sparse in regard to a number of the needed fields -- leaving considerable ambiguity in terms of what must placed where. I suspect further finessing will be required before we reach total success. This finessing will likely depend on feedback from you (we've had no direct testing with Samsung, such as we have indeed had with LG). I encourage you to use the on-screen NARDA's "Translation Tips" to see how, specifically, we are presently translating boxes from the NARDA into Samsung's claim format. Again, I'll look forward to your feedback.

Enhanced Appointment-Check-Off Scheme in DispatchMap -- Including New JobHasBeenPreScreened and JobHasBeenPostScreened CheckOffs:

Evolution is not always the best designer. Way back in the early days of the DispatchMap, we realized it would be good to have a "Check-Off" there -- to visually indicate, in respect to an appointment, if it had been dispatched to the tech (i.e., actually given to him, so it was known that he had it). We used an actual check-mark symbol for this purpose, and a simple Shift/Click action as the means for toggling an appointment to show it with check-mark, or not.

That was terrific, except we soon realized it would be nice to have a somewhat similar (but different) action and symbol to indicate the tech had actually arrived at an appointment, and another to indicate he'd finished there. So, we made added key/mouse-click combinations for these purposes (Ctrl/Click and Alt/Click), along with added associated symbols.

That wasn't too bad: three different (and simple) key/mouse-click combinations, and three different associated symbols. But if it's good to have indicators for those statuses, isn't it better to have indicators for more?

What about showing, for example, if an appointment's PVR was done. Hmmm. That means another symbol (or symbols), and another key/mouse-click combination to toggle. Now, with the simple key/mouse-click combinations already used, we had to resort to a more complex combination. We chose Ctrl-Alt/Click.

Still, a good concept can't quit growing. Before long, someone suggested it would be good to have a check-off action to show a customer had been contacted (typically the evening prior) to confirm their expectation of the next day's appointment. So, we added a "Confirmed-With-Customer" check-off (Shift-Ctrl/Click). Then, as people began using that, they realized it would be good to have a different check-off to indicate confirmation had been sought (i.e.,. voice message left by telephone, email request sent, CyberOffice processes initiated, etc.). We used Shift-Alt/Click.

Finally, someone suggested it would be good to check-off to indicate the tech had arrived on a job, only to face a "No-Show" by the customer (Shift-Ctrl-Alt/Click).

As you may gather, it reached the point where we'd used all the potential key/mouse-click combinations (see illustration of old DispatchMap Cheat-Sheet, about a page-down below), and if a user was interested in doing any of the check-offs manually (in truth, the need for this was typically limited by the fact many check-offs occur via automated means), it was a confusing combination of key/mouse-click combinations to remember. There was of course an always-on-hand, easy-to-instantly access cheat-sheet to remind, but still, the inelegance of all those combinations was undeniable.

In particular, many companies have a person who advance screens each appointment, seeking to predict if particular parts are likely to be needed (intending to send the tech out with such parts, if so). Some such companies asked for a check-off to indicate when such "pre-screening" had been performed.

Many other companies do what might be called "post-screening." That is, periodically throughout each day, someone in the office scans the DispatchMap looking for jobs on which the PVR has been done, but on which the job is not yet complete (i.e., those showing with a circle-X symbol). That person opens the JobRecord, and immediately orders the parts -- which, presumably, the technician requested. This is a rather brilliant practice, because it shortens completion times, and impresses the heck out of your customers. Anyhow, these companies asked for a "this-job-has-been-post-screened" check-off.

As noted, we'd already used all possible key-modifier combinations (as potentially combined with a left mouse-click; right mouse-clicks are used for other things) -- so there was a clear need to change our methods -- if we were going to accommodate such added check-offs.

What I've done is to eliminate all items in that former zoo of key/mouse-click combinations -- except the initial and original one: the simple Shift/Click. Now, when you want to toggle any check-off status on any appointment (in all cases, we're referring to its list reference under the tech to whom it's assigned), do a simple Shift/Click. In result, the system will display a list of all possible check-offs, and you simply must do one more click to pick the one wanted.

Please note that any appointment's existing check-off status will show in the list with a line through it. If you want to un-toggle that check-off (i.e, put the appointment back into a check-off status of nothing), click on the lined-through listing.

Besides the fact you can now use those two new check-off statuses, there is obviously much added simplicity. The DispatchMap's contextual Cheat-Sheet (right-click in any empty space to bring it up) reflects this.

In our view, a shorter Cheat-Sheet (that nevertheless accommodates more functions) is an improvement indeed.

Please note, if you're using SD-Mobile, it's important with this update to also update SD-MobileLink to Ver 1.3.33 or above. Prior versions will not know what to make of the new check-off statuses.

As mentioned in the prior entry, we updated the TimeCard structure, but had not yet updated the WageReport to work with the new structure. This created a brief window of time (turns out it was just two days) in which you could not run wage reports. This release fixes that (i.e., you can again run the reports, and they should work perfectly with the new data structure).

The Problem Customer Advisory (Alt-F11) no longer exists -- at least, not under that name. Turns out, we discovered, many people were using this tool to notate situations with customers who were not "problems." In particular, the tool was sometimes being used to denote customers who were VIPs, and deserving of special, red-carpet treatment. Given such broader use, we decided the name of the tool needed changing. Thus, it's name is now the Special Situations Advisory. You should feel free to use it in connection with any customer that needs to be flagged for something special or unusual in their regard.

The TimeClock function in ServiceDesk (via which employees may Punch-In and Punch-Out on electronic time cards) is one of its oldest functions, and had received virtually no modernization over the space of many years. In the meantime, upon creating a complimentary TimeClock function in SD-Mobile (a year or so ago), we deemed the data-format as used by the SD-TimeClock system too archaic, and so designed Mobile's system with an improved, more modern structure. In result, we had two incompatible TimeCard structures. SD's WageReport continued to work with the old format, while if you wanted to do WageReports for techs using Mobile's TimeCard, you had to open that data in Excel and do some manual work there. It was a situation crying for correction, and this release gets us almost there (the next release will complete the process).

Specifically, with this release ServiceDesk itself switches to use of the same modernized data structure, for each employee's electronic TimeCard, as SD-Mobile has been using for the last year or so. Upon first punching In or Out for any employee, the system will automatically convert that person's TimeCard file from old format to new (more specifically, a new file is made in the new format, with filename TimeClock.xx.TXT [where "xx" is the employee's two-letter abbreviation], and the old file is changed by appending the word ".OLD" to its name [thus changing, for example, TimeLog.xx to TimeLog.xx.Old]). All future punch Ins and Outs will now be done to the new files in the new data format.

The TimeClock form itself has also been substantially improved, for better overall appearance and functionality.

Please note the improved simplicity of now having only two buttons, and it's only the button that reflects the expected action that's enabled (in prior design, the "Okay" button did double duty for both actions, depending on the circumstance -- which sometimes led to be people getting off-synch, thinking they were punching In when punching Out, and vice versa). The new system also has a much improved method for coping with a forgotten prior-punch event (e.g., I need to punch In this morning, but it turns out I forgot punch Out last night, or vice versa). The old system would permit the present needed punch (via its bottom-center button), while leaving as unresolved the prior (and forgotten) opposite punch. With the new system, even though the unexpected of the two buttons appears to be disabled ("punch IN" in the above example) it will still accept a click. If you click on the disabled button, it invokes a dialog where a forgotten "punch" event can be manually provided. In this event the TimeCard file is appropriately marked to indicate that that punch was input manually (thus, as a manager you can know to potentially consider that punch as suspect).

There is one further element of work we did not get to with this release, and that is the WageReport. It has not yet been re-written to work with the new data format. We'll do another release, very shortly, that has that improvement.

It was, in fact, our effort to improve the overall set of reports as available in the F11 form that led to upgrading the TimeClock system, as above-described. Specifically, upon having made several other reporting improvements, I reached the point where I wanted to add a new report to provide specific comparisons between time spent on jobs by a tech as compared to time on-the-clock. To do this, I needed to finally unify SD's internal TimeCard use with what's in Mobile -- which led to the above-described changes. Prior to reaching that point, however, I'd already made several improvements.

In particular, all of the performance reports have been upgraded in some degree. There are presently six such reports overall. Two under "Performance -- Clients," and four more under "Performance -- Techs" (the illustration shows only the two headings, which must be clicked to see the lists of respective reports from which to choose).

In several of the reports, overall appearance has been changed for improved readability and understanding. In some cases, new figures have been added and/or tweaked. In all cases, we have added an "Export Check Data" function. It's a new button that will appear (to the lower-right within the form) as the report displays. If you click on the button, it will create an export file that contains elements of data as relevant to compilation of the report in question. It will even offer to open the file for you (typically in Excel). The purpose is to permit you -- if you have any questions about how the report figures resulted or as to their reliability -- to look at the actual data that produced those figures. You may, if you like, to further analysis on their basis as well.

Until now, there's been a significant potential nuisance when updating ServiceDesk. It arises if you're installed in thin-client mode, meaning a setup where several stations operate from a single SD installation. The difficulty is that the SD program file can't be replaced with the intended newer copy (Windows will not permit it) so long as ServiceDesk is running from any station that depends on that instance of the program file. Thus, it's always been necessary to close ServiceDesk at any and all stations that may be running from the instance of the program file one is attempting to replace. Particularly for large operations (i.e., with many stations) this necessity has sometimes posed a nuisance.

Our favorite geek here at Rossware, Matt, came up with a solution. Turns out, while Windows will not permit you to remove or replace a program file that's in-use, it will (at least on those systems where we've tested it) permit you to re-name the file. So, we've now re-programmed the little ServiceDeskUpdaterX utility to perform some behind-the-scenes sleight-of-hand." This is, essentially, the utility that opens the Winzip Self-Excractor update file after ServiceDesk closes following the update download, and re-opens ServiceDesk after the unzip. The new version of this utility does more. Behind the scenes (and without you even needing to be aware) it re-names the ServiceDesk program file (specifically, to "servdesk_temp.exe"). Thus, when the Winzip Self-Extractor seeks to replace the normal ServiceDesk program file ("servdesk.exe"), there is no objection from Windows because a file by that name is no longer there, and in the way. After the unzip, the temporarily re-named old file is deleted (no objection from Windows, since it's not the file that's being run from). We're pretty sure Microsoft did not intend to permit this loophole through which we're wriggling, but it seems to work regardless.

You will need a new copy of the ServiceDeskUpdaterX utility to take advantage of this improvement. It cannot be included in the standard download/update file -- by reason of the fact it's the very utility that must be running to facilitate opening of that standard download (and thus would be in the way of its own replacement). However, if you watch the dialog upon doing your next update (i.e., the next one after this one), it will coach you through this replacement. Either that, or do it directly now by downloading "Updater Utilities" from the ServiceDesk downloads page.

New "Customer's PO-Number" Field Added to ScheduleJobsReport-Type3 Export:

Password Protection (as described in first-preceding entry below) extended upon:

Password Protection When Changing Tech on Appointment Where Prior Assignment was Definite:

The caption pretty much says it. Until now, if in the DispatchMap you wanted to change the tech assigned on a particular appointment, the system would simply warn you if the prior assignment had been marked as "Definite." It would not prohibit the action. Now, besides a warning, it will optionally require provision of a password before allowing you to proceed. The default setting for this password protection is "ON" -- meaning, if that's your preference, just leave it as is. If your preference is against having the password protection turned on, you'll need to go the Security form and turn it off.

FYI, the immediate impetus in creating this was the need expressed by a company in Vancouver B.C. This company has each of their techs working directly in ServiceDesk via remote Desktop. We vastly prefer to see techs working via the SD-Mobile program. We have not designed ServiceDesk itself with any intent that technicians should work directly within it (well, outside the restricted TechWindow mode), but that is, nonetheless, how this company does it. The problem they were having was techs reassigning jobs, via the DispatchMap, for their own self-interested purposes. The solution we came up with was for all tech assignments, on appointments, to be made Definite, and to then password protect against changes.

In this regard, there is a connected/added new feature. To make the solution effective for the Vancouver company, they'll need to have the assignment status on all jobs set as Definite. For this purpose, there's a new default variance in the Create Job/Sale form, as follows:

We don't think picking Definite as the default will be optimum for any companies except those few that pursue practices such as the one in Vancouver. However, if you are one of them, it's there for you.

We have now completed a massive upgrade of Ticket/Invoice management within the Mobile context (includes features such as "Previewing and Editing, Separate Saves, Re-Loading Prior (and Appending with Present), Save-Same or Save-New," etc.). The Mobile-side elements are described, in depth, in the most recent entry of SD-Mobile WorkDiary, and we encourage you read there, for full understanding.

On the ServiceDesk side (and as announced a couple of releases back), there's a new Mobile form, as one of the options within the FinishedForms (Alt-F4) context. It can be used to review any/all tickets as created within the Mobile context, to revise them for re-use by Mobile, and even to create new tickets, in house, for use by the tech when he goes out later on a job.

Perhaps most usefully, the new FinishedForms Mobile ticket can be used to facilitate making a SaleJournal entry, direct from the Mobile ticket -- eliminating any and all need for an operator to re-type figures as already created by the tech in the field.

One is that, unlike the other FinishedForms, the new Mobile one does not presently offer to import data (into its various boxes) from underlying ServiceDesk data (as do the other forms).

The second caveat concerns a matter of slight ambiguity, when using the Mobile ticket to populate a SalesJournal entry. It's a question of which of its summation figures (Parts-Total, Labor, Other, Sales-Tax and Total-Ticket) get translated (aka "mapped") into which fields of the offered entry. In particular, while the Mobile ticket has a Labor and an Other field, the SalesJournal entry has a ServiceCall and OtherLabor field. It's not necessarily obvious how these fields, with their disparate labeling, should correspond. The answer is, (as presently programmed) they feed in the sequence as just recited. If you need different "mapping," please let us know.

A tiny further caveat is that versions of SD-Mobile prior to 1.3.18 did not include a dedicated InvoiceNumber field, and in consequence will not show up via this new path in ServiceDesk. In other words, any Mobile ticket created in Mobile Ver. 1.1.17 or older will not be offered for you an SD Mobile ticket.

Though Windows is a nice environment to program in, not everything is perfectly easy. With ServiceDesk's layout in particular, it's been a challenge to make sure the four Callsheets consistently fit with perfection within the framed space. What makes it difficult is, depending on preference settings in Windows, the thickness of the surrounding border can vary, as can the caption bar height, and also menu height. If all were known and constant, it would be easy to set an external size that would perfectly accommodate interior elements, with confidence all would consistently fit. But the sizes vary, and it's a matter we've somewhat struggled with (in result, you may or may not have noticed imperfect fits of the Callsheets within their spaces). With this release, I think we've got it perfect, and you'll likely see the Callsheets fitting perfectly in place, regardless of your preference settings.

Six weeks ago (and amid significant fanfare) we introduced a near-instantaneous, single-click method for obtaining a warranty-entitlement and product-history report, on virtually any Whirlpool Corporation-related product. A short time later, we added the same capability, for techs, in SD-Mobile. In either context, it's great -- albeit subject to a small limitation. The entitlement info, as provided by the standard inquiry, is less detailed than may sometimes be wanted, particularly with respect to extended warranties.

To address that limitation, we've now added a second inquiry. Access to this new function, like the original, is via a button on any applicable UIS sheet (i.e., within the UnitInfo form). In fact, we've now fit both buttons into the same space as the original:

As you can see, we've also colored the buttons, to more effectively distinguish them from others on the form. Please go ahead and try the new button (it's the one labeled "SB Web Inquiry"). Be sure to do it on a UIS that involves a Whirlpool-related product. You'll see it opens a very nice web-page that contains a lot of entitlement-related data. Unlike the other inquiry, however, there is no product history. It seems that no matter what (and like the saying goes), you just can't have your cake and eat it too.

Do you ever have to write something, and you just can't figure out how to do it?

That was the case with me, some ten years ago, when I first wrote the manual's section describing how to use the Special-Order PartsProcess system. I knew how it worked, but for some reason could not think of a good strategy for communicating my understanding. In the absence of a better solution, I settled on a description I always knew was lousy. And, I apologize. I think many users have had a tougher time, getting the essence of how to use that element in the system -- than they otherwise would have -- if I'd managed a better description.

The good news is, I finally did it. Though many times (in the intervening years since) I've wanted to do the re-do, it was not until now that I mustered the energy, time and vision to finally make it right. I think the new section does a very nice job. It will be found, contextually, in future publications of the manual, but you can also access it as just an excerpt, right now. I've added a button for the purpose in the top-left corner of the PartsProcess form:

Or, if you want to check out the new section without first going into ServiceDesk, here's a direct link.

ANOTHER MAJOR DRUM ROLL PLEASE . . .
Single-Click Parts Inquiry and Pricing – via Revolutionary MyPartsHelp Service:

Here at Rossware, it’s our goal to do stupendous things, and on a frequent basis. Usually, we do pretty well via offerings produced totally “in house.” Sometimes, however, the most awesome stuff involves partnering with others.

Within the last year, for example, we partnered with Merchant Warehouse for integrated credit card processing, then with Whirlpool/ServiceBench to provide single-click warranty entitlement and product history reports.

With this release, we announce a new partnership – with possibly the most awesome result yet.

For background, over the last year a group of your peers (other retail-level servicers) pooled their financial resources to develop a new technology, and a new company to manage it. The company is Service Company Solutions, LLC. The technology is called MyPartsHelp.

Quite simply, it links with ServiceDesk, and on the basis of a single click connects to each of your preferred vendors to inquire about pricing and availability on a given part (i.e., the part you clicked on, within ServiceDesk). It displays the result back to you inside of about one second. Really, you won’t believe how effective it is, until trying it.

For each vendor, it not only shows if they have it; it shows how many they have, and at each of their locations. And it’s not the vendor’s standard/published price that’s shown; it’s your own particular account price. That’s not, remotely, all.

Another click (and just a couple seconds more) shows you nationwide availability on the part. It does so by polling vendors from around the country. You won’t believe how often you’re able to find NLA parts or someone who’s stocking an otherwise backordered item – with just two clicks, and less than five seconds wait time.

You likely know about RepairClinic.com, and how when you lookup a part on that website you’re instantly provided with a set of very clear photos showing the part from several angles (dramatically helps to reduce mis-orders). Guess what. That same set of photos shows (along with everything else) in the MyPartsHelp, single-click lookup. On top of that, as one of your MyPartHelp membership benefits, you can order those can’t-possibly-get-anywhere-else parts at 15 percent off the price everyone else must pay.

I am (and, as in a few other instances, I apologize to those of you who are in fields other than appliances).

On top of all the other good news, the MyPartsHelp service is downright cheap (about $20/month). Even better than that, it costs nothing to try (also, in a while it may also be available in the electronics field, and after that, who knows?).

There is. Right now you have the opportunity to get in on the ground floor. For a brief time only, MyPartsHelp accounts are being offered in beta (which is why the pricing is presently so low). Features are great already, but are destined to grow, and pricing may too. I suggest getting in while it’s cheap.

Or, better yet, let ServiceDesk take you there. For this purpose, open your ServiceDesk PartsProcess form (Ctrl-F8), and right-click in the colorful label area at top to display its contextual "CheatSheet:"

Now pick the menu option labeled "MyPartsHelp Setup." This produces an option where you can choose either to link to the MyPartsHelp account setup page, or to enter your MyPartsHelp login credentials. First, of course, you'll need to do the account setup (after all, you'll have no login credentials until you do). After that's done, go back to the same venue -- only this time choose to enter your login credentials. Now, pat yourself on the back, and say Hurrah, because you're ready to use MyPartsHelp.

Just do the normal stuff, that you'd normally do, within the ServiceDesk PartsProcess form (i.e., responding to internal requests to acquire parts that are not stocked, as displayed for you via line-item listings within that form). Only, when you're looking at any particular line-item (and with part number already determined and inserted), don't go to a vendor's website to ascertain availability and price. Don't call. Don't email or fax an inquiry. Instead, just do a simple Ctrl/Right-Click on the part number.

That's all it takes, and -- inside of a second -- you'll see the magical result!

This is an image capture -- from an actual, single-click display result (assuming particular vendors, as shown, where setup as those preferred, and with a particular servicer account number for each vendor, etc.). Actual pricing is blurred, because the actual page (as used for this image) showed pricing as specific to a particular servicer's account.

Please notice, among other things, only Automatic Appliance has this part in stock -- a fact MyPartsHelp reveals inside of a second -- instead of forcing you to spend who-knows-how-much time making who-knows-how-many-telephone calls otherwise seeking to find it. Please notice, further, there's a "Nationwide Search" button in the top-right corner; if the initial display had not shown any vendor stocking it, the Nationwide Search would stand a good chance, still, of doing so. Finally, please notice it's only for your preferred-setup vendors that the system displays cost; MyPartsHelp is intended as a lookup tool only -- not as a price-shopping tool.

Assuming you’re an appliance servicer, please, do not fail to do this. I feel certain you will love the service. It’s going to be great for your business.

Hopefully, you are using the Virtual Terminal feature (internal credit card processing) that was added (both in ServiceDesk itself and SD-Mobile) many months back. If not, be assured that you should be using it. It will save you money, directly, via reduced merchant fees. It will save you, indirectly via reduced time in conducting transactions, and because of increased accuracy resulting from its direct integration with other processes. It will also make it just a lot more fun, convenient and easy to conduct credit card transactions.

As one element in that system's design, we made it so each station in ServiceDesk could be configured with a different set of merchant credentials. This was, in particular, to accomodate the situation where you may want to use a different merchant account at different SD stations. However, that's certainly not the typical case. For most users, it's nice to have the same credentials setup at every station, and a nuisance to have to individually enter at each

With this release, that nuisance is eliminated. When the user at one station saves credentials, the system offers to make the same credentials available to other stations. From the point forward, if at another station you even click in a box to begin entering credentials, the system will offer to insert the other-saved credentials for you. By this means, we preserve the potential to have unique credentials at particular staions, if wanted, while simultaneously making it much easier to enter the same set at each station, if that is preferred.

This one is slightly embarrassing. We just discovered that, in some situations, N.E.W. claims transmissions, as submitted to ServiceBench, were not working as they should. It turns out that, in the field that indicates the applicable manufacturer, we needed to replace the manufacturer as applicable to the appliance with a code that indicates N.E.W. instead. That's done with this release. If you've had difficulty with N.E.W. claims, please try it now.

New MyCriteria Feature allows you to create your own Add-On-Info Template for Callsheets and JobRecords:

A few releases back (with Ver. 4.4.24) we announced improved formatting in the general Callsheet/JobRecord interface. Among other things, a new button was added:

We explained that, though this new button did not yet have a function -- in fact, the whole design improvement had been undertaken for the very purpose of accommodating it (or, more accurately, the function it would ultimately fulfill). We promised to create that new function soon (i.e., to give the new button its purpose).

Rather than taking space, here, to describe details, we'll instead link you to a new little Handbook that describes both purpose and implementation. The purpose is described on its first page. If it's not a purpose you want to pursue, that's all you'll need to read.

MAJOR DRUM ROLL PLEASE . . .
Single-Click Service Entitlement and Product History Inquiries via ServiceBench:

For the last three months, or so, there's been a new (but inoperative) button in the UnitInfo (Shift-F12) form. It's been there, with ready-to-go machinery that's designed to let you request -- with a single click -- service entitlement and product history from ServiceBench -- specifically, as connected to any products fitting under the Whirlpool umbrella (e.g., Whirlpool, KitchenAid, Maytag, etc.). We've been waiting, essentially, for the "switch" to be turned on at ServiceBench.

Now, in the ServiceDesk UnitInfo form, that new button is NOT inoperative any more:

Try it. So long as you have a valid Whirlpool account as registered with ServiceBench (and assuming you click on this new button when an appropriate Whirlpool-family product is displayed), you'll quickly get a response from ServiceBench, giving you beautiful information. The UnitInfo form expands vertically to display it for you, as follows:

For those of you who are in fact Whirlpool servicers, may I suggest giving great thanks to your Whirlpool rep for the fact Whirlpool worked behind the scenes, with ServiceBench, to make this great capability available.

Further improvements in Archived-PartsProcess, including a New PO-Number Search:

In conjunction with the last set of improvements (see prior entry, first-item below), we'd intended to add a new search option to the Ctrl-F8 archived-PartsProcess environment: a search on your own purchase order number. Sadly, we discovered this particular element of data was not being saved in the archive -- a matter that had to be addressed before a meaningful search could be created. That is done with this release -- meaning that new search is now also available:

While we were at it, we improved editing in this context a bit more. In particular, when you click on an item to edit (and then the edit boxes display), the boxes that are not going to permit an edit will show in grey rather than white, providing an on-its-face indication of non-editability.

As with the last entry, please note there is also a caveat here. The searches on your own purchase order numbers will only work for items archived after this update.

By their nature, archived records are usually at least somewhat resistant to editing. This is because we deliberately pack the data tight, to minimize resource usage. Even so, it's been our practice to expand editing opportunities when users express a demand for it. In this regard, editing is now more available -- as compared to before -- in the Ctrl-F8 archived-PartsProcess context. Regardless of how many characters were there when archived, you'll always have at least 50 characters of space available in the Notes section, at least 16 in the PartNumber section, and at least 16 in the PurchaseInvoiceNumber section. Additionally, any of the date and/or numeric fields will be fully editable (at least, assuming you're appropriately using a numeric or date value).

Please note there is one small caveat. The extra space for editing will apply only to items as archived after you've made this update. In other words, older-archived items are still packed as tightly as before, and will not offer the extra edit space.

There's long been an option in the DispatchMap's DispatchOptions menu that produces, for applicable jobs, essentially the same output as offered directly via a JobRecord's PrintOptions menu -- and (for the latter) under the title "Job Description/Report." However, labeling for that option in the DispatchMap was not remotely similar. We realized it would aid clarity if it was. So, it's been changed in the DispatchMap's DispatchOptions as follows:

As you'll note, the quick-key letter for this option has been changed from "F" to "J" (please pay attention if you've been using "F"). Also, the option has increased power. It used to be, when you picked the option and the SelectPrinter dialog box came up, there was no option (i.e., from within that box) to choose email. Now there is.

Since (basically) forever, ServiceDesk has had a "Tech-Window" mode. It's a mode into which you can put ServiceDesk that's designed to limit its interface only to those locales that you're likely to want a technician to access (PostVisitReports, JobHistory searches, etc.). You can place it in this mode by hitting Alt-W on your keyboard (think "W" for Window), or, from the Settings form, you can even specify that a particular station will automatically go into such a mode immediately upon startup:

Recently, we've had some users that wanted to limit the SD interface, at certain stations, to just those ServiceDesk interfaces that relate to parts management. So, we've created a new special-Window mode for that purpose (it's called, aptly enough, "Parts-Window" mode).

As you can see below, we've now modified the Settings form so that you can (if desired) make a choice between having a station auto-start itself in Tech-Window mode or Parts-Window mode, if either happens to fit your need.

Likewise, you'll notice that now if you hit Alt-W on your keyboard, you'll get a choice as to the type of restricted mode you wish to enter.

Just like in the Tech-Window mode, the new Parts-Window mode requires use of a password if the user wishes to exit back into the full ServiceDesk interface.

Substantially Upgraded Interface for Callsheets and JobRecords, Combined with New Button for Expanded Future Capability:

Over the years I've received a number of requests for the ability to attach various kinds of added information to Callsheets (of course with expected carry-through, of such info, to the JobRecords that result from them). There have been so many different requests -- for so many different kinds of added information -- that, to individually accommodate all that's been asked for, we could potentially have a Callsheet (and associated JobRecord) design that is three times as large and with ten times as many boxes in it. Since that, of course, is not practical, I have sought another solution. I've decided the general strategy will be to allow customization of input (i.e., you design the added info you want) as triggered by a single new button on these forms.

First step in going down this path was to assure I could artfully accommodate that new button (these forms are already pretty crowded, after all). I began experimenting, and one thing led to another. Via a little re-arranging, I accommodated the new button nicely, and (I believe) improved organization overall.

As you'll note, the new button (bottom-right) is labeled "Criteria." It is not yet functional. That's another step down the road.

Also, the old MoreInfo button, instead of being labeled "Empty" when no contents are present (and "Yes" when there are some), is instead merely labeled "Notes" (just as before, however, it will turn a "warm pink" when contents are present).

Aside from the new button, notice that origin information is now at the top, which is a bit more logical than having it near the bottom.

While I was in the process of doctoring these aesthetics and organization, it occurred to me I might improve the visual cues as involved in a page of Callsheets that involves one or more Callsheets not-yet-used, one that is not-yet-used but has the Windows focus (and therefore is primed for use), and perhaps one or more that are used. By "visual cues," I mean making more intuitively obvious the distinction between these varying Callsheet states. You'll see the result after updating, and I'll not comment further here.

New export provided in ExportCustomerData form, new Handbook about exports, etc:

Over the years I've been very amenable to creating new exports for particular items of data, whenever something new was wanted. In result, ServiceDesk offers a ton of exports, with interfaces (to access them) spread contextually over a multitude of areas. There are so many that even I can lose track, particularly in regard to knowing what are the detailed fields that each export offers.

Recently we had a request from Whirlpool-NarSouth (it's Whirlpool's Latin America division) for several added fields as connected with an export they've been using. They did not identify the particular export, and the only other basis I had to determine which was by running a bunch of exports to see which matched, or by looking laboriously in my program code. Neither was an attractive solution, so I decided better clarity into the exports picture was needed.

To that end, I've created another little "Handbook." If you've not noticed, I've grown rather fond of these in the last couple of years. They're simple little documents that describe a particular area of interest, and can be contextually opened from places within Rossware programs, as needed.

This handbook is called, simply, Exports as Provided in ServiceDesk. As you can see, a simple click (on the link here) will open it for you.

Once having that little handbook assembled, I could easily see that the export in present use by Whirlpool-NarSouth was the ScheduledJobsReport-Type1, as accessed via the ExportCustomerData form (Alt-F3). Given that that export was working well for those employing it, I decided to leave it alone, and create a new export called ScheduledJobsReport-Type3. If you check the handbook, you'll see this new export has "really a lot" of fields -- so many it can be employed for all kinds of fun analysis, if you're so inclined.

While I was at it, I made several other improvements in the ExportCustomerData form, including substitution of the former 'Exit' button (who needs that?), with a button to load that new little handbook:

If you run the new export right with this release, you'll find that three of the new fields are not yet functional. That should be addressed soon.

New integration with DealerInventory via as-you-type dropdown in POS context:

This is for those servicers who are also dealers, and using our SD-Dealer serialized inventory control program. Until now, when you were selling dealer items and using the ServiceDesk POS to do it, the method for inserting items to the POS form (e.g., I'm selling a refrigerator) was to select the items (as being sold) via the SD-Dealer interface, then in the ServiceDesk POS do a keyboard Alt-D function (think 'D' as in Dealer). This would insert, to be sold, each of the items you'd selected.

When, in the POS interface, you click into any box in the part-number/model-number column, and when the little 'Integrate input from' box comes up, go ahead and select "Serialized Inventory."

Next, just begin typing any model number (as exists within your inventory) into the part-number/model-number column. You'll see a dropdown, as illustrated here.

Select from the dropdown just as you would if picking a part from the internal parts inventory or SmartParts dropdowns. You'll get an insertion, just as nice.

Prior to this release, the menu options in the archived PartsProcess form (Ctrl-F8) looked like this:

We had requests for a couple of new search capabilities -- specifically, to search via Vendor-Invoice-Number and Vendor-Name. To accommodate this, we re-arranged the menu, as follows:

As you can see, the new search methods have been added near the middle. There has been a little other re-arranging as well, and some of the QuickKeys have been changed to accommodate the new lineup (for example, a Customer-Name search is now "C" rather than "N"). Please pay attention if you're accustomed to using the QuickKeys on any item now changed (we know, you'll have to do some adjusting, but sometimes that's the price of progress).

Of particular note is the fact old items 1 and 2 are now gone (for specific-page choices, only "Last page" remains). We figured those were little (if at all) used options, and the first page can still be quickly accessed simply by picking "Last page," then using the Windows universal First-Page command (Ctrl-Home).

For some time there have been exports available from the DispatchMap for basic schedule information. Just display the map for any not-in-the-past day of interest, then hit Alt-P on your keyboard. In response, you get this set of options:

The two as circled are self-explanatory, and have been used by some servicers to create a list which then feeds into an auto-dialer program to automatically telephone customers with an electronic voice (sometimes called "robo-calling") to remind them about the next day's appointments. One difficulty for such users has been that ServiceDesk format for indicating an appointment (e.g., "31 MON 2-5") is not easily translated, to voice, by robo-calling programs.

To be candid, we've felt slightly reluctant to help with this -- based on conviction that our CyberOffice method of reminding is infinitely more modern and efficient.

However (and following Burger King's "Have it your way" motto) we believe in accommodating whatever methods of operation our clients choose (at least mostly). For that reason, we've added three new fields to the above-exports, as illustrated here:

To again emphasize, we think you'll be much better off using CyberOffice to confirm your appointments, but if you insist on using a robo-caller, these new fields should help.

A new user (thank you Jeff, at Intrepid) asked for a function that would print a Dymo-type label for attaching to merchandise that's in the shop for repair. It seemed logical to add this to the set of options as offered via the 'Print Options' button in the (F7) current JobRecords form. In fact, we needed to do an overhaul in that option set regardless.

The reason is, among the existing "print" options, there was one to print a Job-Description/Report, and another to email the same. Though differing only in respect to where the text went (i.e., printer vs. email), the two options were (illogically) not even next-to one another in the list of choices. On top of that, there was no longer a logical need to have the emailing option as a separate item. This is because, since it was placed there, we'd developed a more uniform method of offering to email an otherwise printable item, as opposed to sending it to the printer. This new method is via the PrinterSelect form itself (see entry accompanying release 4.3.97 for info on how and when this form was enhanced to allow such flexibility).

As you can see, the email option slot is replaced with the option for the new feature (which, really, is what this Diary entry primarily announces). Now, if you wish to email a Job-Description/Report, you'll pick the general Job-Description/Report option, then, in the resulting PrinterSelect box, just indicate that emailing is the method you want to use.

It's configured solely for the Dymo 30252 label, as printed from a Dymo printer. That's all you have to know. Aside from that, just use it.

There's an interface few people ever use. It's called the ScheduleList-Archive form. It is available under the 'Dispatch Operations' heading on the MainMenu (i.e., no quickkey). In the very early days of ServiceDesk this form had significant use, but other and better functions have relegated it to near uselessness. Nevertheless, we recently had an odd need to see, in table format, contents of the ScheduleList-Archive file (this is where your DispatchMap looks when displaying appointments for past days). Until now, this vestigial form only allowed the ability to search within that old data. For our own needs, we added a full-export function. It's now available from within that form, should any have any need to use it.

We've had a few people who wanted a separate export, for use outside of ServiceDesk, where they could quickly review what happened, for each tech, in regard to each of the jobs assigned to him on a prior day. That export is now available. To reach it, simply go to your DispatchMap (F5), and "PageUp" to the past day of interest (typically, it's likely to be just yesterday). With the day-of-interest displayed, hit Alt-P on your keyboard. That will expose a PrintOptions dialog box, now altered as follows:

The circled item is the new option. Just pick it, and follow the dialog to create your new export. You'll see the resulting file has fields for applicable Date, InvoiceNumber, Customer Name, Tech, Start Time, End Time, Money Collected, Whether the job was completed, and the Descriptive narrative as pertaining to his PostVisitReport.

Long ago we added a method in the UIS form (Shift-F12) where you can easily printout a complete history of service involving a particular machine -- even if the machine happened to have been serviced for a succession of different owners and/or at a succession of different addresses. It's a very nice looking (and informative) printout. To get to it, just find and display the particular UnitInfoSheet that's applicable to the machine in question then click on its 'Show All Linked Jobs' button [1]. This displays a little listing of Invoice Numbers referencing each applicable job [2]. You've always been able to click on any such reference to see the job, or to click on the 'Print Summary' button at bottom of the list [3] to create the above-described printout.

Now, when you do the above and the Printer Selection dialog box comes up, it has a new section that can be checked -- for the sake of directing the output to email instead of (or in addition to) a printer.

Make your choice just the same as you do in any other ServiceDesk context that offers this kind of option.

General Electric has long had a "contract service" program via which they dispatch for service repairs on non-GE products. Many ServiceDesk users are involved in such work, but we only recently became aware there is a problem when auto-filing claims for that situation. The FinishedForms auto-claim-formatting system was designed to list, as "manufacturer," whatever is applicable to the brand of machine being worked on. For OEM warranty work, that strategy is perfectly successful. However, when in a situation like that involving GE contract service (and assuming the underlying machine is not a GE product), it fails. This is because KPI/ServicePower uses the "manufacturer" field to determine which of their clients is ultimately paying.

So (and in short), under our longstanding strategy, if you worked on, say, an LG product under a GE service contract, KPI/ServicePower would end up interpreting your claim as being one for reimbursement from LG. Since LG is not a KPI/ServicePower client, you can't imagine (or perhaps you can) just how fast this resulted in rejection of your claim.

To fix the above, ServiceDesk will now look at the CustomerName (i.e., top box in the underlying JobRecord) to see if it is rendered as "GE," or if it contains the strings "G.E." or "GENERAL ELECTRIC." If it finds any of the above, it will configure your claim to list General Electric as the "manufacturer," even if the underlying "brand" is LG, Whirlpool, Maytag, or whatever (and don't worry, for there is a separate "brand" field in which the actual brand will still be listed).

As it happens, a very similar situation exists with respect to ServiceNet. This is another KPI/ServicePower client, and as we understand it is the entity that took over Maytag service contracts after Whirlpool bought the remainder of that institution. Just as with the GE contract service situation, for a successful claim, ServiceNet must be listed (in the underlying claim string that ServiceDesk assembles) as the "manufacturer," in spite of the product's actual brand. To accomplish this, please be certain that the underlying CustomerName (in any applicable JobRecord) is -- simply -- "SERVICENET."

By special request, the Parts Usage Rates Report (menu option from Ctrl-F8 form) has a new field: Make. You can also sort on this new field.

For several years, we've gotten phone calls with people wondering why PartsProcess items (F8 form) -- where they've ordered the part, checked it in, and used it -- do not get moved to the archive. Over and over, the answer has been because they were failing to put in the 'Sell-For' price, and the system was waiting for this little duty to be performed. With this release, you can now choose whether the system waits, or not. In fact, from this point forward the system will default to not wait. In other words, the new, unless-you-change-it-otherwise protocol is that the system will not require sell-for pricing, and will go ahead and archive when everything else is done, even if that element is not.

If you have any desire to change this new default, it's easy. Just bring up the PartsProcess form's "CheatSheet" (right-click anywhere in the colorful label area on top), and click on the new provided menu option:

In response, the system will present a dialog where you're permitted to choose whether 'Sell-For' pricing is required, or not.

Someone pointed that, if you're looking at an archived-JobRecord that includes several (or a single large) AttnNote, such notes will typically cover significant portions of the narrative history, making the latter difficult to read (until and unless such notes are slid out of the way, which may leave them in a position different than where you ultimately want them, unless they are slid back). Now, to bring the historical narrative to the front, simply click down on it with your mouse, and hold. It will remain at the front (i.e., AttnNotes hidden behind) until you release your mouse button.

'Notes' Box in MasterPartsPlan's Supplemental-Info box Now Hyperlink Enabled:

The title says it all -- at least in regard to this enhancement. I'll take this occasion, though, to remind that for any textbox that you wish to have hyperlink-enabled, it's pretty simple underlying programming to for me to make it happen. Just ask.

The DispatchMap has long used a series of symbols, displayed next to each appointment's reference, to indicate the status the appointment is in (i.e., whether confirmation has been requested from the customer, whether confirmation has been received, whether dispatched to the tech, whether the tech has arrived, finished, and/or completed his PVR, etc.). If you did not know, from your DispatchMap you can display a Map Legend (or Key) to show and explain each of these symbols. From the DispatchMap, simply strike 'K' on your keyboard (for Map Legend/Key), and you'll see the following:

At least, that's what you would have seen prior to this release. If you try it with this update (or later), however, your Key to Symbols will look like this:

As you can see, there's a new symbol. It's a red diamond, and is used to indicate the technician encountered a customer-NoShow when arriving for the job. The thinking is, if your dispatch manager is appropriately keeping tabs on the progression of jobs throughout each day (via the DispatchMap), the red diamond will allow her to easily see when and where a tech has been "stood up," and realize in such instances the tech may very likely have capacity for added jobs.

Please note the above symbols are specifically what's used next to each appointment's list-based reference in the DispatchMap. In addition to such variations in the listings, there are also variations in how the small-rectangular geographic references are displayed -- depending on CheckOff status (e.g., when a tech is at a jobsite its geographic reference shows with a yellow background; if he's completed the visit but has not done a PVR it shows with a large X through it., etc.). To designate this new "NoShow" status, the geographic reference will display with a single slash through it (as seen toward the top-right corner of the following illustration):

As a final note of explanation, please be sure to realize that, as a general rule, these CheckOff statuses are managed for you, as you simply do appropriate underlying actions in ServiceDesk (i.e., with each action, SD appropriately changes the CheckOff status for you). For example, if you do a PostVisitReport and appropriately therein indicate the customer was a NoShow, the appointment's status will automatically be so marked within the DispatchMap. However (and as a potential exception from this), if you ever need to manually change an appointment's CheckOff status, that ability is also there. The DispatchMap's 'Cheat-Sheet' (available by right-clicking in any empty space therein) has full details per subsection below circled:

Just look for the handy reminder-of-method there, if you ever need to do a manual CheckOff status change. Otherwise, don't worry about it.

I've long been slightly embarrassed by the UIS form. In its initial design, I followed the more typical database-interface conventions (instead of going more my own way as in every other SD context). Thus (and for example), if you wanted to edit an existing record in that form, you had to first click on an 'Edit' button. And there was an explicit 'Save' button for saving edits. Pretty much everywhere else in SD, you just make the change you want. It's bothered me that the UIS form has these extra encumbrances, and I've long been anxious to bring it up to the prevailing SD standard. That is done with this release. Gone are the 'Edit' and 'Save' buttons. Now, to make a change, just do it. And don't worry about saving. It's automatic.

When printing statements in ServiceDesk via the A/R-Dunning form (Ctrl-F3), the printed output has always been in the same sequence that line-items are displayed in, which is oldest A/Rs to newest. We had a request to make the statements print, instead, in alphabetical sequence (i.e., sorted by customer name). When you go to print the statements, there's now an option (in the Printer-Selection dialog box) to choose that result:

As all users know, unlike in any other service management system, ServiceDesk treats special-order parts as animals belonging on a totally different planet than do stocking parts (aka "Inventory"). We have entirely separate sets of machinery for managing these disparate animals -- so separate that (and to borrow a phrase) "never the twain shall meet" (at least, that's been almost true, though small connections have indeed been added over time).

Yes, we now have a very explicit (and strong) connection between those two worlds (Shift-F8 is the quick-key command).

At this point it has one major function. It is to address the situation faced by offices that carry inventory items, within the storeroom/warehouse, that are not stocked on the technicians' trucks. Until now, though there were mechanisms for dealing with this, they were less than smoothly streamlined.

Now the basic plan, when your office has a significant quantity of what we might call "extra stock," is to let your techs go ahead and "special order" items they do not carry on their trucks, even if such items are included within the office's "extra stock." Then, your office person will use the Part-CrossOver form to display such items. Essentially (and under its first-offered display category) this form's underlying machinery will go through all special-order requests. For each that are in needing-inquiry status, it will look to see if there is "extra stock" in the office storeroom/warehouse to satisfy the request, and for each such item display to the user. The user can then select items of interest, and employ mechanisms to generate a "Pull Items from Warehouse" request or a "Tech Acknowledge Receipt" form. He/she can further use mechanisms to check-off selected items as having been "Requested from the Warehouse," as having been "Moved to the Tech's Waiting Bin" or as having been "Moved to the Tech's Possession."

In other words, this form facilitates what is essentially a process of special-ordering from within the office's own warehouse (an internal special order, you might call it). With very simple clicks, it does all the underlying entries within each applicable PartsProcess record -- and where appropriate also interacts with the inventory system, to document items as used. It's a true integration between the two contexts.

We think usage of the form is mostly self-explanatory (at least with foundation of the above explanation), but we'll plan to write (and add) a mini-handbook regardless. In the meantime, please simply note that -- to perform any action on a displayed line-item (or set of line-items), you must first use standard Windows selection tools to select the particular line item (or set of line items) that you wish to include in the action. Then, simply click on a button to perform the action of choice.

Also please note the interface allows you to instantly sort on any column by clicking on column header (or to reverse-sort by clicking a second time).

If you're ordering a part and indicate a 'Request' status of Tentative, the system will now offer to put the Job into 'Pending Autho' status. If further provides the option to have this happen in all such cases automatically (i.e., versus in the present instance). And, if you don't want the option at all, you can choose the 'Don't show me this again' option. Numerous other small fixes.

Miscellaneous fixes and improvements (both for this release and preceding, which has no note). A somewhat notable improvement, with this release, is that now if you're doing an update and inadvertently UnZip to c:\sd (even though the correct path would have been elsewhere) the system will detect your error, and help you fix it. Another matter: you can now add notes to the archived PartsProcess records (but only for items archived with this version and newer).

(1) There is now a very nice document that explains the general purpose and methodology behind each of the various reports, as available from within the Reports form. There is also a new button, within the form, that will open this document for you:

Just click on that new button, and the new on-line "Reports" handbook will open for you.

(2) There is a very nice enhancement to the Tech's Performance "Percent of Completion" Report. Besides the figures previously provided, that report will now provide 'Total-Completes' for each tech, 'Avg-Completes/Bus-Day', and "Avg-Days-Start-to-Finish'.

(3) Made significant improvements 'Export with Extended Data' feature. Among other things, it will now better-treat Paycode 4 and 5 inclusions.

Found and fixed a fault in the "Tech's Time On Job" report. This fault resulted in the fact that, for some situations, applicable visits failed to show up in the report (this resulted in under-counting; in some situations it was potentially severe).

Found and fixed a fault where, when a JobRecord is archived, the system failed to copy to the archived version more than one Hyperlink/StickyNote (i.e., any quantity greater than one was simply dropped).

Found and fixed a fault where, when doing a SalesSummary as connected to a particular department, the Adjustments sections included erroneous numbers that did actually pertain to the department in question.

Two releases back we announced a new feature, in the MasterPartsPlan, for auto-removing items that are no longer wanted in stock. There were actually a couple of variations on the option (from which you'd choose, as a user, when picking it), but almost immediately someone pointed out we'd missed one of the most logical: to remove only items where both specified minimums were zero and items remaining in stock were also zero. That option is added with this release.

This was a bigger project than I'd hoped. The idea is, you need a quick summary of all the items of money that supposedly came in, during a given day, so you can make sure you actually have such items at the end of the day. More concretely, you need a list of all the items of money that a tech should have turned in, so you can make sure all such items were in fact turned in.

It's not that we have not previously had very robust mechanisms for assuring that all items of money do not eventually reach the proper location, and, if not, that you're informed of it. We've had such mechanisms since long before ServiceDesk was first marketed. But, we've lacked anything designed with the specific immediacy of direct purpose as described in the first paragraph.

But not anymore. In the FundsControl form (Ctrl-F9), there is a new radio-button (in grouping or radio buttons in the top-right corner) labeled "Reconcile Items Collected." Please simply click on the button, and follow the prompts. This is a feature many of you have asked for, and we think you'll enjoy it.

As an aside, you'll notice we've re-arranged the buttons on this form, slightly, for improved simplicity and logic. Please notice, in particular, the "Search/Find" function has been changed from a radio-button (in the top-right corner) to a command button (in the bottom-right corner).

First, we've simplified the button set as offered in the bottom-right corner of the Ctrl-F10 form. There were seven (so many as to make confusion more likely). Now there are just four, including one entitled 'House Keeping . . .' Four of the buttons that were formerly on the face of the form will now appear as a subcategory -- when this 'House Keeping' button is selected. They are items that reasonably fit under such a "catch-all" description.

A new operation was also added (it's the fifth item in the new sub-category and is labeled 'Remove No-Longer Stocking Items'. What it offers is sort of a cleanup process. If, for whatever reason, you find yourself with a MasterPartsPlan that has a lot of entries for items you really do not want to stock (and, for such reason, you've set the minimums at zero), and now feel you'd like to remove those items from the listing -- but there are so many it would be laborious to go through and do each individually -- this new button offers a solution. It will run a process that does the task for you. Plus (and optionally), if you still have any actual items in inventory, it can create PartsHotList entries for them -- which can then serve as a means of, hopefully, getting such items used in the future, even though (and so far as official accounting is concerned) you've "removed" them from inventory.

Another enhancement is a new sorting scheme. If you pick the new 'House Keeping' button, then 'Set Sorting Scheme', you'll see that among the schemes offered is a new fifth, which sorts (by order of hierarchy) by Type, Make then PartNumber.

Last but not least (in fact, this is probably the greatest enhancement as just made to this form), if you click on the 'Print Options' button you'll see there's a brand new offering there. It is to print labels for your parts bins. The labels will be very much like standard parts labels, but configured specifically to place on the front of each bin where the corresponding parts will be located.

Some of you guys sometimes fulfill an appointment on a day prior to when it was scheduled for. When you go to do a PostVisitReport on such an appointment (and you're doing it, still, on a date prior to the date of the appointment), ServiceDesk gives you a bit of a hard time (it's the Nobel-Prize/Time-Travel message). Still, understanding that sometimes the job is indeed performed early, ServiceDesk permits you to go ahead -- only there was a small, secondary problem. There was nothing built into the system that would automatically change the appointment to the date it was early-performed -- with result that it remained on the scheduled for the originally-scheduled date, and showed still for that date when displayed to the DispatchMap. This release addresses that.

With its original release, our new "Virtual Terminal" facility was programmed to work with three different categories of swiping devices (aka "magnetic card readers, or MCRs): standard USB, devices that via USB but use keyboard emulation, and the Printek-brand printer/reader design that connects via Bluetooth. For each different device, different programming is required for Virtual Terminal to connect. Since that first release, we added the ability for our Virtual Terminal to work with devices that use keyboard emulation but do not broadcast a signature via which the underlying software can recognize their presence.

With this release, we've now added the ability to work with serial-port devices.

A little explanation in regard to this last. We had thought our Virtual Terminal would already work with serial port devices. This is because the Printek-brand Bluetooth devices connect through a virtual serial port, and we figured since we'd programmed to work with those, other serial port devices would work on the same basis. We were wrong. Standard serial port devices require different programming, which is now provided, with this release.

We are, by the way, developing quite a collection of swiping devices here, since we must acquire one of each type in order to assure successful programming with it.

Originally, in ServiceDesk, there just one way to initiate a SalesJournal entry: via direct action in the F9 form. Eventually we added a mechanism that automatically creates a -Zero- SalesJournal entry if you're canceling an appointment along with the underlying job. Around the same time, we added a mechanism that links to the SalesJournal entry from the FinishedForm context. The thing that's particularly nice about this last method is that it auto-fills the SalesEntry line for you, based on what's already in the FinishedForm (making it child's play to hit Enter and complete your entry).

Earlier this week I was connected with a gentleman who, while looking at an actual JobRecord in the F7 form, had the mistaken notion that if he clicked (in the 'JobStatus' area) on the checkbox labeled "Rcrdd-to-SlsJrnl," that in itself would perform the underlying act (i.e., would actually record to the SalesJournal rather than merely changing the check-off status of the job). This gave me an idea.

I'd long thought it frustrating that, when you're looking at a job in the F7 form and want to make a SalesJournal entry on it (and do not want to do it via the FinishedForms context), you have to hit F9 (to load the SalesEnter form), then manually type a technician abbreviation, customer name and invoice number in the entry line, when the same already existed in the context you were just at.

I might have created a special button in the F7 form to deal with the above, but I think most long-time readers are well aware that I try hard to avoid run-away button-itis (there is only so much room on a form for so many buttons, after all). So, when this particular gentleman was thinking that the status checkbox had a button-like operative effect, it gave me the idea.

As of this release, when you click on the F7 form's 'Rcrdd-to-SlsJrnl' status checkbox, you'll have an option as to whether you want to just manually set the status as such (not a normal occurrence), or initiate an actual SalesJournal entry. If you pick the latter, the F9 form will load for you -- with the first three fields (applicable tech abbreviation, customer name and invoice number) appropriately pre-filled.

Though incredibly strong in many areas, ServiceDesk has simultaneously had a few longstanding weaknesses. One by one, we've slowly addressed these. This announcement concerns a big one.

ServiceDesk was born in an office where all our work was done within a single tax jurisdiction, involving a single rate setup for sales tax. It was on that basis that the original sales-tax-handling system in ServiceDesk was designed. Unfortunately, that didn't work too well for companies that must report to different jurisdictions, involving different tax rates. My early solution (which was still current until this release), was to allow you to tell ServiceDesk, basically, to bow out of the tax-calculation business (at least for other-than POS situations), leaving the matter of calculations to be done by the user. It's worked all this time, and not too terribly, but has been less than ideal.

Well, I finally addressed it. You can now create a simple document that tells ServiceDesk what the applicable tax rates are for each zipcode in your area. ServiceDesk will read the document, and know just what to do.

For instructions on how to make this document (and a bit about how it works), please go to your ServiceDesk Settings form, and look for a new little button that's placed between the two boxes where you've traditionally set your sale tax rates:

A click on that little question-mark button (that particular one, not any other) will open a .pdf booklet that contains all the details you'll need.

It was recently pointed out to us that, while we thought we'd finally completed the "To-Grave" portion in our "Cradle-To-Grave" system of managing special-order parts (see 8/31/08 entry), we missed an element. Specifically, since that prior improvement, the "To-Grave" portion has been good in respect to parts used on a job (i.e., in that context there are good mechanisms to "check-off" whether a special order part was indeed used). However (a recent caller forced to realize), we'd not similarly added mechanisms to "check-off" that a POS special-ordered part was indeed (and ultimately) delivered to the customer. So, we've now added such a mechanism.

When ServiceDesk loads data into any FinishedForm (POS or otherwise), if it loads into a parts row a special-order part that has not prior been checked off as having been delivered to the customer, it will append the part number with two carets, as illustrated in the second row, below:

It will also insert a ToolTip to the box, so that if you float your mouse-pointer over it you'll see the following:

As per the ToolTip's instructions, all you need to do is Double-Click in the box to check-off that the item was indeed provided to the customer. When you do so (and confirm in a little dialog that you want to proceed), the text will change as per the following:

Please note that the two carets are removed, and the reference indicating final disposition is added after the part description. That's it. It's all it takes, and you're done.

As any SD user likely knows, at Rossware we're big advocates for the improved efficiency that results from keeping one's hands on the keyboard, for actions that may, at the user's option, be done via done via either keyboard or mouse. Because of this, we felt "caught with our pants down" when it was recently pointed out (by a very keyboard-dedicated user) that virtually any task in a Callsheet can be done via keyboard alone -- except linking to the UIS form for the sake of creating and connecting a UIS-Sheet. There was no way to perform that function except by right-clicking in the Item-Make box. So, we've added one.

The simple method is, if you've typed the first few characters of a make -- to the point where you see the drop-down and the make you actually want is auto-selected, instead of simply hitting Enter to insert that make, modify your action by hitting Shift-Enter instead. In response, ServiceDesk will go ahead and insert the full make in the box (as per normal), but now it will also open the UIS form, ready and poised for creation of a new Model/Serial set.

Don't worry about memorizing that action here. It's been added to the Callsheet "Cheat-Sheet." Hopefully, you're aware you can bring up that "Cheat-Sheet" by simply right-clicking in little blue-label area, as shown here:

We've found many people are not aware of the above (and long-standing) "Cheat-Sheet" feature, so thought we'd emphasize it here.

When you click on a tech's name at the top of this list-of-jobs, in the DispatchMap, one of the resulting print options is as follows:

This release offers significant improvements in formatting of that synopsis, including the fact that note fields, as associated with customer telephone numbers, are now included in the printout.

If you're using the new Virtual Terminal, from within ServiceDesk, and doing a "keyed" (as opposed to "swiped") entry -- and assuming there's an underlying JobRecord that's linked to your entry -- you'll see three added (and little yellow) boxes appear, there, when you open the keyed-entry window, as follows:

The simple idea is, those little yellow boxes are populated, for you, with customer name, number-for-street-address, and zipcode (as pulled from the underlying JobRecord). The system refrains from simply inserting this text to applicable boxes -- based on the fact the underlying card may have different credentials than involved in the JobRecord. So, the little yellow boxes serve as a prompt for your operator to ask the customer, for example, "Is the name on the card 'Jackie Smith.'" If the customer answers yes, then your operator should simply click on the little yellow box, at which point Virtual Terminal will insert that name to the operable box (otherwise, your operator should simply type the correct name as per normal). Same thing is true in regard to number-for-street-address and zipcode boxes.

Quite simply, we're trying to make it as easy as possible to insert the info, while nevertheless prompting the operator to verify its accuracy for the particular card that's involved.

Two updates back, we announced that, if you're in the InventoryControl form (F10) and using its facility to check-in a shipment of stocking parts, and if you happen to attempt to check-in an item that's not yet got an anchor in your MasterPartsPlan, you can now create that anchor listing "on-the-fly." An early adopter then pointed out that, though the added convenience in itself was great, it remained less than convenient to use the MasterPartsPlan's auto-pricing feature (i.e., the one that inserts a "sell-for" price on the basis of your underlying markup-from-cost formula) -- in part, because cost info is not collected until slightly later in the "check-in" dialog that's going on back in the F10 form. We've now done two things to rectify that:

Again, two updates back, we announced improved printing of parts labels. Quickly, we heard from one client that, when using the option to print onto 8 1/2 by 11" sheets, the intended contents for each label failed to properly line-up with the label's actual positions. Upon investigation, we found the problem stemmed from: (1) the particular printer driver, as used by this client, is simply off by a few fractions of an inch -- in regard to where it actually prints as compared to where it's told to print; and (2) our new formatting attempts to print much closer to the label margins, making for a situation where precision is more critical.

To address this dilemma, we've now added an option whereby you can correct for your printer's inaccuracy, if any. Specifically, when you're printing labels (in particular, to that 8 1/2 by 11" sheet size) and the form comes up from which you pick the applicable printer, you'll see there's a new button in the form.

Just click on the new button, and it will take you to a self-explanatory form where you can make the needed adjustments (please note this a "local" setting, meaning other stations are not affected by what's done at any particular station) At present, this option is offered only in connection with printing labels to 8 1/2 by 11" sheets. If you think you need it for other printing modes, please let us know.

HOPEFUL FIX -- NUMBER TWO -- FOR NEWER ServiceBench CLAIMS TRANSMISSION FORMAT.

Three entries back, we announced that we thought we'd accomplished a fix for the fact that the newer ServiceBench claims format sometimes fails. Turned out our fix failed. However, with this release we truly and strongly believe the issue is solved. Please let us know if you encounter any evidence otherwise.

Recently, I was doing some work in the InventoryControl form (F10). As I was looking at a line item or two, I wanted to go the applicable anchor listing in MasterPartsPlan (I wanted to change a minimum quantity). At such a point, I realized, this was not as convenient as it should be (the requirement was to hit Ctrl-F10 to bring up that form, then do a search function for the actual part number).

Now, if you're in the F10 form, looking at any line item and want to go instantly to the applicable MasterPartsPlan anchor listing, just do a Ctrl-Click on the item. You'll likely find it's very convenient.

Since virtually the beginning, ServiceDesk has allowed you to print parts labels that include barcodes. However, it did not do the actual barcode printing itself. Instead, it allowed you to export the parts label data, and merge it into a separate scheme that incorporated barcodes. It worked, and was not difficult if you were somewhat technically inclined, and maybe a tinkerer. However, for everyone else, it was less than optimum.

With this release, ServiceDesk parts label printing is truly optimized. Not only do the labels now include barcodes, but the whole arrangement and formatting has been dramatically improved.

Here are two labels done in the old format (one is for a stocking part, the other for a special order):

As you can see, the new arrangement is more artistic. And, besides the addition of the barcode, the stocking parts label now accommodates more alternate part numbers (up to six).

Two limitations: (1) You won't get the new format without installing the needed barcode font (don't worry, ServiceDesk will prompt you for this, and make the process easy); and (2) The new formatting is NOT offered under any of the dot-matrix-printer/pin-fed-label options. Among other factors, we don't believe dot matrix printers can print with the needed clarity to make the barcodes work, or to make some of the smaller print, as used in the upgraded formatting, legible.

Historically, new entries were added to the MasterPartsPlan by going directly to that form (Ctrl-F10), and deliberately using facilities there provided for the purpose. And, you had to first have such an anchor listing, there, prior to doing anything (in the inventory control system) having to do with such a part.

Two or three years ago, some folks asked us to make it so, if you were using a part from stock that had not previously been entered to the MasterPartsPlan, you could go ahead and indicate the use, and make the anchor/MasterPartsPlan listing on the fly. We did that (specifically, for when stock usage is indicated via a PostVisitReport Type-II).

Recently, other folks asked us to make it so you can, somewhat similarly, make on-the-fly additions when checking in parts (i.e., when receiving a shipment of inventory items). That is done with this release. Quite simply, if you're using the InventoryControl (F10) form's function to Receive Items into Inventory, and if you indicate a part number that's not in the MasterPlan, the system will offer the opportunity to do an on-the-fly addition.

We are continuing to make improvement to our new Virtual Terminal. The latest is its inclusion of a new button, on which you can click to go directly to the underlying Handbook.

BTW, initial reports from early adopters indicate that not only are they finding our Virtual Terminal to be joyously convenient; they are already saving big in terms of their net merchant-fee/processing costs. The processor that we've teamed up with (Merchant Warehouse) is truly doing a bang up job.

No sooner did we release our new Virtual CC Terminal (see two entries back) than certain folks suggested added operational contexts in which, from within ServiceDesk, it should be available. This release accommodates some of those, as follows:

You'll likely notice that with this release we changed the center number in ServiceDesk's Version label (i.e., we've gone from the 4.3.x series to 4.4.x). We generally change that number to designate there's been a change in the structure of one or more underlying files. In this case, we accommodated a need for change in the the Applications Journal, and related EDA files. The system will automatically convert these files on first use in the new version.

Back in July, we released Ver. 4.3.89, programmed to upload claims to ServiceBench in a new format that overcame the old 80-character limit for description of work performed. That limitation had been imposed by the old transmission format, as defined by ServiceBench; it was not something we could get around until they provided a new format, that allotted more space. They created the new one based on our request, and we quickly changed our output to match it.

But there was a sad downside. It turned out that on some uploaded claims, some of the text fields ended up getting scrambled on ServiceBench's end. Evidently, there was some fault in their server's parsing engine, as relating to this new format. Because of that, we brought back the old format, as an option, for anyone experiencing such a problem. In result, ServiceDesk has since offered you two direct transmission options, for ServiceBench, as follows:

The first option sends to ServiceBench in the new format (escaping that nasty old 80-character limit); the second in the reliable (but 80-character-limited) old format.

Anyway, with the above explanation out of the way, I can now further explain that, since July, we've been anxiously waiting for ServiceBench to fix the intermittent problem, on their end, in terms of reliably parsing claims in the new format. Just yesterday, we finally learned the problem was evidently caused by return characters in some of the text, as evidently inserted by users (that's you guys hitting 'Enter' on your keyboard while in some string of text). Given this, we can actually solve the problem on our end -- simply by programming ServiceDesk to look for any such return characters, and remove them prior to transmission.

It means the new format (top option in the list of options) should now work with reliable perfection.

My emphasis is on the word "should," because it's not yet been proven. Assuming we hear, in the coming few weeks, that claims are now going through reliably in the new format, we'll quietly remove the old-format option.

It's been a few months since the last entry here that was worthy of big drum rolls, but this one definitely measures up. It measures up BIG.

You no longer need any separate software, or separate physical "terminals," to run your credit card transactions. You can do it all directly from within the actual operations you're performing anyway -- within ServiceDesk, SD-Mobile or SD-RevenueBuilder.

On top of that, we've made arrangements with a payment gateway (a credit processing company) that will very likely reduce the merchant fees you've been paying (at bare minimum, it will at least meet your current rates).

If you're using SD-Mobile, it will allow your techs to swipe cards directly (after investing in a less than $50 simple swipe device), resulting in large added savings in your bottom-line merchant fees.

Best yet, there is no setup cost (from the payment gateway or Rossware), no contract to bother with, and no added fees of any kind.

We've created a little nine-page handbook that provides all the details and how-to. Please just click on the link to open the handbook, and learn. We hope you'll be enjoying this terrific power (and major cost savings) very soon. Today, if not sooner.

You may note that no entry was made for Ver. 4.3.110. It included only a series of minor tweaks and improvements: nothing to write home about. The same goes for this release -- except, if you're interested in using or enhancing the use of graphics within any of the FinishedForms, there's a new mini-manual on the topic.

If interested, open the FinishedForm interface (Alt-F4), and (prior to selecting any particular form), look at the set of buttons in the lower-right corner. There's a new one labeled "How to employ Graphics." Just click to open the document.

If you're curious, the reason for this lapse in introduction of dramatic new stuff to ServiceDesk is because I've been working on a terrific new functionality, to be introduced shortly. It will be added to both ServiceDesk and SD-Mobile, and will significantly enhance both. I'm referring to built-in Credit Card Processing. You'll no longer have to turn to a separate application -- and, more importantly, your field techs will be able to swipe cards live, significantly reducing your bank processing fees. Development is almost complete within SD-Mobile. Watch for it soon.

There's a new report now available in the F11 form. It's similar in format to the longstanding QOS Report, and is accessed via nearly the sequence of menu choices. But its purpose is to help you analyze what kind of margin (aka direct operating profit) you're receiving from jobs as a whole, non-HVC jobs, all HVC jobs combined, then from each HVC client in particular.

Since it has to go through the system and find all parts as applicable to each job (in order tally parts cost), the report runs pretty slow, depending on how much history you've asked it to go through. But, so long as you allot it sufficient time, you should find the results are highly rewarding.

We've heard from numerous people that they're closing out jobs (owing to cancellation of the underlying customer request) on which parts requests have been created (and are in the PartsProcess system awaiting work). When the jobs are closed (and without further processing of the underlying parts requests), the latter are left hanging, and eventually clog the system.

To address the above, the system now checks when a SalesJournal entry is made to see if any items are pending, and, if so, offers to show the operator such items, auto-close them if appropriate, etc.

Similarly, though there was also a similar check connected with the offer to auto-zero-sale a job when its appointment is canceled, that check did not offer to auto-close the underlying parts requests (i.e., it just informed the user of their existence). That procedure is now modified to do so.

From "day one" when developing ServiceDesk, we've made it an extremely high priority to make all actions as near instantaneous as possible. We are constantly looking for ways to avoid any perceptible delay. Computers are the servants; they should wait for you, and not vice versa.

Recently we discovered that when the computer we use as a server is mapped to itself (and it's the mapped drive letter that ServiceDesk uses for file access), there is a very severe performance hit. It's bad, really bad. It seems odd, because the mapped path should translate just the same (one would think) as a direct path. But it doesn't. Windows is obviously doing something odd (and unexpected) behind the scenes.

Given the above, we got to wondering if there might be some performance hit, in general, when accessing files via a mapped path as opposed to a direct one. We did some testing with our networked computers here, trying various operations with the server accessed via a mapped drive letter, then again via a directly specified network path (an example of the distinction would be: z:\ vs. \\DellServer\c).

For some operations at least, the directly-specified-network-path seems to be faster. We're not sure to what extent the difference, if any, will result in noticeably snappier performance, but given what seems to be a possibility at least, we decided to offer the option of having ServiceDesk use the direct-path option.

If you want to try this, go to the Settings form (Ctrl-F1). You'll see a new checkbox, just below the box where you designate the drive letter for the server. Assuming it's a networked drive you're connecting to (i.e., not a local one), check the box, save, and see if you notice a difference. We'll be interested in any feedback.

UP-FRONT TICKET MAY NOW BE FORMULATED AS WORK-ORDER, WITH INCLUSION OF SHOP-TAG AND CUSTOMER CLAIM-TICKET TEAR-OFFS:

If you do a significant amount of shop work, you've likely thought it would be nice if, in addition to printing a standard ticket, ServiceDesk would also print a "tag" to go on the machine, and a "claim ticket" to give the customer. We've now added provision to make the above easy to achieve.

The basic idea is, design a new form image with all the graphics you want, including tear-off regions appropriate to your purposes (whatever regions you want are just fine).

Next, use the SD-Tools utility to modify your username.PRG file for text to print in spaces, where and in the format wanted, for the the non-tear-off regions of your form (this step is precisely the same as it would be for any normal ticket design, as specifically described in the first section of the manual's appendix).

Now, use SD-Tools again to assemble the particular text-to-print fields that you want, in the particular places that you want them for the first tear-off. But, instead of saving this work as username.PRG (as you did for the first and normal file), save it instead (same folder location) as TearOff1.PRG.

Finally, do precisely the same for your second tear-off area, only this time call the resulting file TearOff2.PRG.

The result is simple. ServiceDesk is now programmed so that, when printing an up-front ticket, it looks for TearOff1.PRG and TearOff2.PRG files. To the extent it finds either, it adds to the printout text fields as specified therein.

The current-JobRecords form has a grouping of eight buttons in the bottom-center region. As time has gone by, we've encountered the need for more functions, without having reasonable space for more buttons. So, we began to make some of the buttons do double-duty.

For example, the 'add AttnNote' button may alternatively be used to create the particular kind of attention note that consists of a JobLink. The 'Scheduling' button may alternatively be used to initiate an emailed request for the customer to schedule (whether via return call or web interface). And the 'orDer parts' button may alternatively be used to request an instant display of items already ordered for the job.

Just recently, we realized that another of the eight buttons was all but crying out for a similar second duty. Specifically, the 'enter funds Rcvd' button is designed for the odd situation where you need to apply money on a job that's not been closed but you're not involved in the more typical context of doing either a PVR or POS (and, since the job's not been closed out, obviously, you're also not applying the money to a A/R record).

Admittedly, it's an odd and unusually need that that button is there to satisfy, and there's a probably more typical need where you're looking at a job and suddenly feel curious to know what funds have been collected on it. To satisfy that curiosity (and until this release), you had to separately open the FundsControl form (Ctrl-F9), and work though a series of options there to initiate a search on the underlying invoice number of interest. Now that is changed. Our new, second function for this button does it for you instantly instead.

The secondary functions on all these buttons can be accessed in one of two ways: (a) instead of left-clicking with your mouse on any such button, for the secondary function simply right-click instead; or (b) instead of using Alt-X as the keyboard shortcut (where X is the designated shortcut/letter for the button), use Ctrl-X instead (thus, for the new feature on the 'enter funds Rcvd' button, the shortcut is Ctrl-R).

Don't worry about advance memorization in regard to any of these dual functions. If you need a reminder, just float your mouse pointer above any such button. A little ToolTip will appear, explaining the details.

(If you do not use ServiceDesk's Departmentalization feature, please don't bother with this entry. Also don't bother if you don't use the relatively new direct-POS system.)

Back in March (it was Rel. 4.3.74, if you want to look) we introduced a vastly upgraded POS system. Among other things, it eliminates the need to initiate the sale process in a Callsheet, to go through Job/Sale sequence, etc. -- allowing you to instead do everything directly from the new POS form.

Sadly, we left something out. On making the new capability, we failed to consider operations that use ServiceDesk's Departmentalization feature. If yours is such an operation (and if you're using the new POS system), you've likely found that POS sales have not been getting assigned to any particular department. This release fixes that.

Specifically, the system assumes direct-POS sales should be assigned to a department called "Counter Sales." If you have the departmentalization feature turned on and yet do not presently have such a department (i.e., one called "Counter Sales"), ServiceDesk will volunteer to create it on the first occasion you go to order parts via the new POS system. Or, you can take the initiative and just do it in the normal, manual manner.

Regardless of how the new department is added (or if it's already there), most of your past direct-POS operations will now be included, in ServiceDesk's SalesSummary report, as belonging to the "Counter Sales" department. This is in spite of the fact they were not officially assigned to that department when done. It will work, simply, on basis of the fact that direct-POS sales are assigned a negative invoice number. On that simple basis, the SalesSummary machinery will deduce that a sale belongs to the "Counter Sales" department.

At least, the above works for direct-POS operations as done prior to this release that did not involve ordering parts. However, for direct-POS sales that did involve ordering parts (where the assigned invoice number was not negative) the past data will, sadly, remain inaccurate -- so far as assignment to the "Counter Sales" department is concerned. But all sales henceforth will be perfect.

As you likely know, when we created our on-screen form in which ServiceDesk assembles (and allows you to review and/or edit) claim information prior to transmittal of warranty claims, we used the same essential layout as is found in the Narda 360. We did this for two reasons: (a) it's the format in which many folks were already in a habit of assembling claim info; and (b) it facilitated actual printing to a true Narda, for any circumstance where that might be wanted.

As time's gone by, some folks have wanted to print this info to plain paper (i.e., rather than to an actual Narda). But the plain paper printout (i.e., without any kind of form imagery in the background) never looked good. We've now addressed that. We could not copy the true Narda (it's copyrighted), but we've created a similar-looking image that allows you to print your warranty-claim text to previously blank paper, with a result that is very presentable.

If you'd like to implement this new capability, click here to download the needed file (which should be copied to the \sd\netdata folder of your server).

A. Report on Rate-of-Parts-Used, Combining Results from Both PartsProcess and InventoryControl Systems:

This new report derives from an earlier one (the former Usage-Rates report in the ArchivedPartsProcess form). But it's totally new in respect to its inclusion of data from the InventoryControl system, and is vastly improved even in terms of its original scope. To use it, go to your ArchivedPartsProcess form (Ctrl-F8), and choose the 'Usage Rates' option (same menu title, but much expanded result).

This export is designed to let you formulate a list of all those customers who own machines of a particular make, or type, or with some portion of their model number matching a particular string, or any combination of the above. Access it via the ExportCustomerData form (Alt-F3).

From its inception, the general scheme in ServiceDesk's PartsProcess system (i.e., that manages special order parts) has embodied a clear separation between the act of creating an internal request (typically via a PostVisitReport) versus processing that request after creation (via facilities in the F8 form). Depending on your office setup and its flow structure, this may or may not have been optimum.

If you're in the PartsRequest form (direct access is Alt-F8, but you'll usually find yourself there in the context of making a PostVisitReport), have entered data for creation of a request, and are about to save/create the request, hold down Ctrl button on your keyboard as you hit Enter or click on the Save/Create button. This tells the system you want to begin processing that item immediately, rather than waiting for later or for someone else to do it.

In result, ServiceDesk will immediately take you to that item in the PartsProcess form, ready for your immediate processing. It will even auto-unload the PartsProcess form when you record your work on the item, auto-returning you to the prior context. This should make immediate processing maximally convenient.

A few months back we introduced a system whereby the sequence of jobs, as involving any tech's roster for a given day, can be automatically optimized on the basis of actual road paths and traffic conditions (see entries posted from 4/12 to 4/15). In days of $4/gallon gas, this can be a huge money saver. However, it turned out usage was sometimes frustrating. If any address in the tech's roster could not be resolved by the underlying MapPoint optimization engine, it threw a monkey wrench into the process.

Specifically, in the event that an address cannot be resolved, ServiceDesk program code now asks the optimization engine to proceed on the basis of zipcode alone. In testing, this seems to resolve the problem very well.

If you've not yet used the optimization feature (or if you tried and stopped because of the above-described frustration), we highly recommend that you try it now. It's an extremely powerful tool -- and is even better now!

First, the background: If you are using any of our automated DispatchLink utilities (SB-DispatchLink, SP-DispatchLink, etc.) you are familiar with the fact that, when these utilities take a dispatch and insert it to a Callsheet, they DO NOT simultaneously create a UIS for the model, serial, and so forth. The reason is because, when the dispatching entities provide Make, Type and SellingDealer info, they do so sloppily -- in the specific sense that "RANGE," say, might be described in 25 different ways. If we auto-created UnitInfoSheets on the basis of such descriptions, your lists of Types and Makes would soon be corrupted with all these disparate (and many times miss-spelled) descriptions. To avoid that, the DispatchLink utilities have been programmed to place UIS-related info (Model, Serial, PurchaseDate and Selling Dealer) into the ExtraNotes sections of the Callsheets into which dispatches are otherwise inserted.

Given this method, there's been a slight burden on you, the user, when wanting to have a UIS based on such info as found in those ExtraNotes. In a nutshell, you've had to create and fill it in manually (and, of course, using the benefit of using your human intelligence to avoid corrupting your lists). Hopefully, you've made the task somewhat easier by using copy and paste to move provided models and serials into your new UIS, but regardless, it's likely been a nuisance.

Our new function rescues you from this burden. Now, if you have a DispatchLink-created Callsheet that contains these kinds of data in the ExtraNotes section, just do a simple Ctrl-Click on any text in that section. ServiceDesk will then read through those notes for you, pull Model, Serial, PurchaseDate and SellingDealer (to the extent any such is provided), open a new UIS for you, and plug those items in. You may need to do a little work to pick the particular Type, Make and Dealer descriptions as preferred, from your drop-down lists, but overall UIS-creation for this context should be much easier.

For any among you that have mice equipped with scroll wheels (and if you don't, why not?) you may have found that in certain ServiceDesk contexts, where you'd expect a reaction to scroll wheel rotation, nothing happens. I won't bore you with the technical reasons, but with many mouse drivers ServiceDesk did not receive any Windows message indicating that the scroll wheel had been rotated. We've now overcome that technical hurdle, and so now should be able to give you appropriate scroll wheel reaction in all expected contexts, and regardless of what mouse driver is installed on your machine.

Most particularly, you should notice that the scroll bars in both the FinishedForm context (Alt-F4) and JobsPerusal form (Shift-F7) will now react, per expectation, to scroll wheel rotation (which will be a nice change, if in fact you were not encountering that before). If you notice other contexts that need to be fixed, please let us know.

Much more dramatically, we've now added Mouse-Scroll-Wheel/Reaction in a place that has no scroll bars, and never before had even a potential scroll wheel reaction: the DispatchMap (if you're curious, we deliberately refrain from placing scroll bars there, because for that context we consider screen space more valuable for displaying elements of your territory and schedule). You can now pan vertically within the map via a simple rotation of your mouse's scroll wheel. To pan horizonatally, move the mouse pointer to any edge of the map, where the pointer image turns to a four-arrows symbol, then rotate the wheel. Please try it. We think you'll love it. It makes moving in the map into a significantly more intuitive operation.

Also in the DispatchMap, we significantly enhanced the appearance of the MiniMap, and gave you the ability to drag it to any position where you'd like it to display. If you had the option to display that feature turned off (it's in the green section of the Settings form, Ctrl-F1), you might want to turn it back on, and see if you don't now like having the MiniMap displayed.

Improved printing of MachineHistory AddOn when printing tickets from the DispatchMap. Now it will include PVR portions of applicable histories only, and will refrain from printing any MachineHistory AddOn unless there were, in fact, prior jobs.

Aside from numerous fixes, there's a new convenience. If you're doing PVRs and auto-linking from there to the claims-submission process, the system will now (once the claim is transmitted) automatically take you back to your PVR form, ready for the next item.

This update also includes a new version of SD-Backup. It will take care of any notices, you may be receiving, in regard to the old version expiring. Be sure, when you do the 'Unzip,' that SD-Backup is not running. Windows will not permit an in-use program to be replaced. You'll get the infamous "Can't create output file" message.

(1) I notice that a lot of these entries, lately, refer to "next-step-taken" type work, as regarding elements that were first added quite far back. This one does too. Way back with rel. 4.1.123 (3/3/06), I created the ability to cross-link two or more jobs (i.e., "tie them together"). We call these JobLinks, and for details please go back to the entry pertaining to that release (scroll in this document a bit past half-way down, or search on the word "JobLinks").

Anyway, until now nothing in ServiceDesk operation explicitly took advantage of these links (they informed you as a user of the linkage, and that was it). Now, an important operation does.

Specifically, prior to now, when a special-order part was checked in and the system looked to see if any other items were pending, it looked only in regard to the particular job the part was ordered for. If it found no other parts still on order for that job, it would suggest the job should be placed in "Working to Schedule" status, offer to email the customer asking them to schedule, etc. That was generally great -- except for one situation: What if you had other jobs for the same address that were still waiting for parts, and you really wanted to hold off on booking the returning appointment until you had the parts in for all jobs, and thus could send the tech back to complete all in one and the same trip? If that was the case, the system (i.e., as ruling up until now), would erroneously suggest that the one job (on which all parts had already arrived) should be scheduled now.

Our new feature fixes that. Specifically, before suggesting you should implement mechanisms to schedule the job on which all parts have now arrived, it first looks to see if it's linked to any other jobs (not yet ready for scheduling), and behaves appropriately on that basis.

(2) In the ExportCustomers form (Alt-F3), added a new export that will create a table listing all customers who purchased a particular part. The idea, for example, is suppose you want to send out postcards telling all persons who've purchased a particular water filter that it's time for them to replace it. This export will serve the purpose.

(3) In the DispatchMap, if you click on a tech's name at the top his list of jobs and choose 'E' (for "Email a fully-detailed, job-by-job summary"), there's now the option to include a comprehensive history of prior service on each involved machine.

(4) I'm a devil, I know. Many have complained about the plethora of messages ServiceDesk presents (not to mention their being sometimes long-winded).

In other programs, you've probably seen where some messages have a little checkbox in the bottom-left corner on which you can click to tell the system to refrain from showing you that message again. I've wanted to do the same, but the Visual Basic programming environment (in which all my programming is done) does not naturally offer that capability.

Given the above, I've now independently created the ability myself. At this point, I've converted a bunch of messages to the new style (i.e., you'll see that checkbox in the bottom-left corner, and if you click on it, that message will be gone for good). I plan to convert other messages over as I become aware of more contexts in which the option is sensible.

If you'd like to nominate any particular messages for inclusion of the "Don't Show this Message Again" checkbox, please email me with sufficient info to identify your candidate. Though I may not in every instance accede, I promise to give every nomination serious consideration.

Way back and a long time ago (if you don't believe just how long, see notes accompanying rel. 4.2.27 on 10/29/06), we introduced a mechanism whereby, as you use and install special-order parts, the system checks off that fact. Among other things, this was intended as the first step in making our PartsProcess system (i.e., for managing special-order parts) a full-fledged, "cradle-to-grave" system -- in other words, a system that manages every detail for every part, from "birth" of the internal request, all the way to assuring it's actually installed on a customer's machine, or that it's returned and you get credit for it, or you deliberately determine to move into stocking inventory, or that it reaches some similar final, "in-the-grave" disposition.

To summarize, since forever we've had cradle-to-"elderly life" management for such parts, but nothing that assures every item ultimately reaches "the grave" as it should.

There are now two new menu options in the archived-PartsProcess form (Ctrl-F8). Under one, the system will search for and display items that do not indicate any final disposition. Under the other, it will create a report (for either printout, file-export, or both) that lists such items.

If you need some slight review, when you indicate via a PostVisitReport that a prior-ordered part was appropriately used on the job for which it was ordered, ServiceDesk inserts simple text in the underlying PartProcess record's BinLoc box, to indicate the same. The simple text consists of the tech's two-letter abbreviation, followed by a hyphen, then a month/date reference (e.g., "GR-8/30"). That's how the majority of PartsProcess items are (or should be) "put in the grave." And that's been going on for some time.

Now, with addition of what we just released, you can use either of the above-described means to review items that never were, via such normal processes, put in the grave. You can then assure they go to the grave via some other appropriate means (such a being returned and credit received, for example). And when this latter is done, you can then mark off the underlying record according to the manner in which you finally killed it.

Specifically, if you bring up any "process" item from the archive-PartsProcess form, you'll find that when you click in it's BinLoc box there's a simple drop-down. It has three items, as follows:

RtnCrdtd (to signify that you've returned it, and appropriately received credit)
MvdToStk (to signify a deliberate was made to move the item into stocking inventory)
WriteOff (to signify a deliberate decision was made to count the part as a loss)

The idea is, you can put an item (not otherwise used by the tech) into the grave by selecting any of these three criteria, as appropriate. For example, if you've returned the item and got credit, you'll select the first, then that item will no longer appear when you go to review, or report on, items not yet shoved into the grave.

The larger idea is, you can easily assure that all your special-ordered parts are reaching appropriate disposition by occasionally reviewing items not yet in the grave (using the new mechanisms), and responding to items that should have been placed there, but have not. For example, a simple review might show several items that should have been returned to the vendor, but are still sitting around somewhere. Upon discovering this, you'd make the returns, and when the credit came mark each item appropriately. Then, when you next ran the report, the items would not show, and you'd be privileged to have a big smile on your face.

A while back, we added a new feature in PrintTicketsFromDispatchMap function. It was an option to include an added sheet of paper (and addendum to the invoice, if you will) that details history on the machine involved. For some users, there was a problem. If you're using pre-printed forms for your invoices, and if the addendums are sent to the same printer location, the addendums end up printing on those forms, which is not a good thing.

To address the above, there is now an option to print the addendums to a different printer than the invoices themselves.

Also, we've now added an option to include the same addendums if you're choosing to email the invoice images to your techs.

In the last large while, there have been a lot of people wanting things that, because of constraints in the existing system, were kind of hard to do. For example, people have wanted the option email to rather than direct-print in a number of contexts, where there was no easy method (i.e., w/o unduly cluttering the interface) to add the option. In other cases, people have wanted new flexibility/change-options when printing existing stuff, and we'd already used all the options space built into the Printer/Setup form. To address these needs, a major overhaul was needed, and that's now been accomplished.

What we have now is a totally rebuilt Printer-Select/Options form. Its nice looking, but more important is way more robust than the prior version.

Most significantly, wherever we design it to do so, this new Printer-Select/Options form will include the option to email the "printed" output rather than sending it to an actual physical printer. At this point, it's been programmed to do so if you opt to print from the FinishedForm context. It's our intent to add the direct/print/email option to other context, per request as made by you as users (now that we've got the interface and underlying machinery built up, the task of adding the ability to new venues is relatively small).

Another benefit is, if it happens to be one of those contexts where, formerly, there was a little option/checkbox that you click to send the output to a file (i.e., rather than a printer), the same option is now presented with an on-its-face place to select the filespec where you want to save the data. This eliminates what was formerly a second step in the process.

A caveat, in regard to these new capabilities, is we're now using a new and more efficient underlying method to keep track of what your preferences were, for each context, when prior choosing print options. Because of this new method, the systems memory of old preferences will be lost. Thus, when now printing for the first time from any context, you'll get the built-in defaults. After the first time, the system will remember what you selected, and default to it the next time around (these defaults are stored locally and are unique to each computer, so please keep that in mind).

In the FinishedForms context (Alt-F4), the Generic form has long been equipped with a box that lists payments received and balance due. The Custom form has not had such a box. We've now made a new Custom form that includes such a box. Since the new box is a single-line in height (unlike the box in the Generic form which is multi-line), this release of ServiceDesk includes a modification in code that will recognize the distinction, and configure text for the new box in a manner that's appropriately suited for a single line.

To obtain the new custom form, open the standard update folder (i.e., when you're doing the update and the Winzip Self-Extractor form appears), and copy the file Custom.frm from there into the \sd\netdata folder on your server, overwriting the pre-existing file of same name that's already there.

When you print service tickets via the DispatchMap, there's now a new option (it shows as a checkbox in the Printer-Select form). It's labeled 'Add sheets with machine history,' and it means what it says. If you check this option, besides printing the requested tickets, the system will also print separate sheets that detail any prior history on the machines involved.

There's a been a growing clamor out there for a more flexible SourceOfBusiness Survey. The long-standing system allows you to customize your list of YellowPage ads, but aside from that the categories and question/answer structures are pre-canned. It's a fixed, take-it-or-leave it approach.

Responding to that growing clamor, there is now a brand-new SourceOfBusiness survey system that can be completely designed (at least in terms of the question and answer structure) according to your preference. For a little three-page handbook on how to use this new system, click here.

On a totally unrelated subject (this one related to the POS system), if you've wanted to add your own disclaimer (or other statement) to the POS form, you may now do so. Simply create the text you want and save it in a plain-text file named PosDisclaimer.TXT. Locate it in the \sd\netdata folder on your server. ServiceDesk will do the rest.

On 7/5 we happily announced that, finally, ServiceBench had given us a new claims-transmission format that transcended the old 80-character limit on description of work performed (Ver. 4.3.89 was changed to use this new format). Well, it turns out ServiceBench did not quite have things perfected on their end. On some claims as done in the new format (some, but not all), their system fails to accurately parse the data. To help you cope, this release of ServiceDesk gives you two ServiceBench "WebDirect" options (i.e., as appear when you go to transmit):

1. The standard/normal option uses ServiceBench's new format (i.e., no 80-character limit, but on some claims their system will goof up); and

2. A temporarily-added option labeled "SB-WebDirect (Old Format)". This will do exactly as it says (i.e., transmit in the old and reliable format, albeit with an 80-character limit).

We're sorry that we can't presently provide you with perfection on this, but we're waiting for ServiceBench to iron things out on their end. They are aware of the problem and are working on it.

New "Server Performance Monitor." If you're like me, you want processes on every computer to be absolutely snappy. If you must wait even a second on routine operations, it's very annoying. If you do experience such delays, it's often tough to pin down the cause. Is it in the local computer, or is it in communication with the server? We've now added a tool to help make the determination.

This tool is accessed by clicking (in ServiceDesk) on File Functions, then Monitor Server Performance. After doing this, look near the top-right corner of your ServiceDesk screen. You'll see a flashing reference. Once per flash, ServiceDesk "pings" your server, and reports whether the ping was successful, and how many milliseconds it took.

To help you with evaluation of the numbers, in our own network (which is NOT super high-end), ping times are ranging from .04 to .22 milliseconds (the lower figure translates as 4/100000 of a second, so it's not much time). We've been connected with users who've had figures ranging up to 5 and 6 milliseconds, still with good performance. Our present suspicion is your network/server performance is probably reasonable so long as you're averaging pings of less than 10 milliseconds (that number translates to 1/100 of a second). If your average is higher, there's likely a performance barrier you should address.

Big news for those making warranty claims via ServiceBench. For several years, we've not been able to include more than 80 characters in the description of work performed, for ServiceBench claims, because their electronic transmission format did not allow it. We've been waiting and waiting for them to provide a new, more liberal format. Finally, they did, and this release of ServiceDesk is modified to use it.

If you're using the direct-upload method for transmitting claims (and if you're not, why not?), there's no need to change a thing -- aside from ceasing to worry about the 80-character limit.

If you're using the comparatively old-fashioned, save-first-to-file-then-upload-your-file method (and if you are, why?), you will need from this version forward to specify a different format for the uploaded file. Be sure that, rather than specifying "ServiceDesk Warranty Claims," you instead pick "ServiceDesk Warranty Claims Delimited."

Major overhaul of mechanisms that react to server connection faults. If a fault occurs, the system will now detect the matter more quickly (i.e., shorter period of freeze-up). In addition, unless new data access is imperative, it will continue to run (and refrain from bothering you) even in the absence of a connection. And, finally, if forced to bother you (i.e., it's not getting access to data that it must have for some operation), it will delineate whether the fault is in the local computer's network connection, or if it's instead at the server itself. This will provide an invaluable aid for your own diagnostic efforts.

In the Settings form, there is a new button (with "?" symbol) inside the frame/box area where you designate the server drive. It's function: if you click on it, it opens your Windows "Map Network Drive" dialog box.

Upgraded Remaining Two Reports (in F11 Reports form) that still had not been brought up to Full-Compliance Standard.

For background, in the now somewhat distant past when I was asked to create some new report, I often did kind of a "quick-and-dirty" approach. Simply, I was able to code for the report more quickly by skipping the stage where you'd input the start and end dates for inclusion. Instead, I wrote several of these reports to simply ask "How many records back?" you wanted to include. Also, I did not code them to allow specification as to whether the output would be printer or screen bound (it all went to the screen, and if you wanted a printout you were relegated to printing, simply, what was on the screen).

Over time someone would ask me to upgrade some particular such report, bringing it up to the standard wherein the user can specify actual date range, and output can be directed in a dedicated manner to either screen or printer. It's kind of been a one-by-one process. Last week I received still another such request (this one for the CompletionAnalysis report). Upon going to fulfill that request, I found there was only one other remaining report that had not so been upgraded (the TimeOnJob report), and so figured I'd get it out of the way too.

Now, there should be no remaining reports (in the F11 Reports form) that don't fully comply with such standards.

New and Improved Connection Tool. For the last fifteen months, we've been using a service called GoToAssist for the mechanism that allows you to click a button, and within moments we can be working on your screen with you. It was a good service, but we think we've found a better one (provided by the LogMeIn.com people, it's called LogMeInRescue). With this change, we made the connect button in ServiceDesk look much nicer, as follows:

To access this tool, click on FileFunctions, and you'll find it as the second option down.

In the Settings form, there is a new button (with "?" symbol) above the 'Save Local Values' button. It's function: if you are interested in configuring our ServiceDesk network in thin-client mode (rather than the more typical thick-client), it opens a document that provides the details.

If you're not aware, the fundamental difference, between the two modes, is having ServiceDesk installed solely on the server (with all stations operating solely off that single install), rather than independently installed (and sharing data only) throughout your network. We've reached the conclusion that pros outweigh the cons, for that setup, if you have more than just a few computers in your network.

This update included many other small improvements, each too minor to warrant description here

1. Added ability to clone zipcodes in the .zpc file. For details on this feature, open the ServiceDesk StreetList form (Ctrl-F5), and click on the 'Clone a Zip' button.

2. Added ability, for special-order parts, to import a shopping cart as downloaded when ordering on-line from a parts vendor. The general idea is, you're going on-line to a vendor's website to place your part orders. Prior to now, you've needed to manually enter (in SD's F8 form) all the details about your on-line order. Now, if you vendor's web interface allows you to download a file summarizing your order (and assuming the file is in the expected format), ServiceDesk can auto-plug the information into your internal parts requests. It can save a significant amount of labor. For specific information on how to use this feature, click here.

1. Much improved handling when wanting to insert text (from past job or from a QuickEntry template) into a Callsheet or JobRecord that already has text that may potentially be overwritten; and

2. A new method, in the dropdown StreetList, to search of a numbered highway or similar feature. This addresses a problem where, say, you're looking for a reference to Highway 101. It could be in there as "STATE HIGHWAY 101," perhaps as "US HIGHWAY 101" or even "UNITED STATES HWY 101." It's almost impossible to predict, and there are still other possible configurations. This has made it sometimes difficult to locate an entry for this kind of feature, even when it's actually in the data somewhere.

Some time back we introduced a feature where, if a street has not come up during the as-you-type search, you can fit F1 on your keyboard to invoke a somewhat more exhaustive search (it looks for the target string anywhere within any of the underlying entries, rather than looking for a position-to-position match).

Now we have a new variation. If you hit Alt-F1 rather than merely F1, the system will figure you're searching for one of those highway/route type of entries, and limit its findings accordingly. This makes it very simple if, for example, you're looking for route/highway 19. Invoke the above action, and the system will show you all entries where "19" is part part of the name and where the remainder of the name suggest it's any variation of text that suggests it's a highway/route type of feature. In particular and especially, whereas the standard F1 search would have also shown you references to 19th STREET, 19th AVENUE, etc., this new and modified search will be more discerning.

Added ability in EmailedDispatchReceiver (EDR) to auto-receive and auto-insert emailed dispatches as sent by Old Republic. Update of ServiceDesk was needed to mate with that new ability (Old Republic is added to the drop-down list of Types in the QuickEntry template). Also added Haier and Danby to QuickEntry drop-downs, for use with new release of SB-DispatchLink.

Improved the Restock to Trucks on Basis of Use report so as to exclude items speculatively transferred.

Among other improvements, when you're in a Callsheet typing in a telephone number, and refraining from including hyphens (because the system is going to insert those for you), the system will now still succeed in finding matches in the underlying CustomerDataBase. In other words, even though your non-hyphenated string of numbers (as being entered) is not a true match for properly-formatted telephone numbers in the past job history, the system will find appropriate matches regardless.

Also, having repeatedly connected to clients' machines and found they were typing customers' names improperly, we decided to police the matter. Specifically, we've found many users enter names in the simple first-name-space-then-last format (e.g., TOM JONES). This is wrong. For any person's name (i.e., as opposed to a business), you should always use last-name-comma-then-first format (e.g., JONES, TOM), so as to accommodate future searching on the last name. Anyway, ServiceDesk now detects when a person has used the inappropriate format, and offers to correct.

Miscellaneous tweaks -- including, most particularly, discovered (and fixed the fact) that some time back I'd broken the feature where, after linking to a JobRecord from a WipAlert Callsheet, the system notes whether you've serviced the JobRecord, and if so appropriately puts the Callsheet into MarkedForDeletion status (as broken, it was doing that regardless).

Improved formatting for labels as printed to standard Dymo (I finally purchased a Dymo, solely for the purpose of helping me do this).

In the FinishedForm context (Alt-F4), many have wanted to save different versions of a ticket, though under the same Invoice/Job Number. Now you can. In any FinishedForm's InvoiceNumber box (top-right corner), just add a non-numeric character after the invoice number, plus any other characters as may be wanted. You could, for example, change "72688" to "72688A", or perhaps "72688-Est" or "72688-02" (in the last example, the hyphen serves as the needed non-numeric character). So long as you've retained the same base number, and made sure the first character immediately following is non-numeric, the system will save your work as an independent edit. Next time you go to load that form type with that particular job number, the system will ask which of the edits (if any) you want load.

Added a ModelsHotList. This is very similar to a PartsHotList feature that was added about 18 months ago (see entry dated 4/23/06). The idea is, you can create a list of the particular models that involve some matter of concern or interest. At various points in ServiceDesk, when you're dealing with model numbers, ServiceDesk will check that list, and if it finds a match, it will tell you so, and inform you of the note you previously created in connection with the model. Creating the ModelsHotList is virtually identical to what's done for a PartsHotList, as follows:

To see the response that occurs in ServiceDesk, open a UIS that pertains to the model in question and click on it, or create a new UIS with the model number. These and several similar actions will provide the desired alert.

Feeling anxious to help anyone obtain MapPoint who does not have it, I did a quick Google on "mappoint software." Here are some results that appear to offer great deals, at least if you can legitimately claim an academic connection:

Added two more operations, very closely related to the new Routing-Optimization engine, as announced in the preceding entry (i.e., below this one; if you haven't read that one yet, DO IT NOW!).

First, after reading the preceding entry you'll see that under the original routing-optimization, it's up to you, as user, to decide which job is first and which is last (the optimization engine attends to the rest). We've now added an alternative optimization, with the following clumsy name:

As a second enhancement, we've added a Show-Tech's-Route-In-MapPoint feature.

As in the case of our new Routing-Optimization feature in general, the commands for both new functions have been added to the DispatchMap's contextual CheatSheet, so there is no need to memorize here.

For a long, long time, people have asked if we automatically route calls. What's meant, is will ServiceDesk automatically figure out the most efficient sequence of jobs for a given tech?

The long-time answer has been: "No. However, we do provide the ideal user-interface for employing human intelligence in the tasks of: (1) deciding which techs get which jobs; and (2) optimizing the sequence of jobs for each."

If you are a user who did not know, let me tell you: there are tools in the DispatchMap that make these process very, very easy, and (usually) ultra-efficient too. If you haven't learned about them, it's time to do so.

Even so, there have been folks who wanted machine-intelligence to do the sequencing work for them. Until now, we've had no way to do it. The big new is, finally we do.

We are pleased to announce, ServiceDesk now offers the power of a full-fledged Routing-Optimization Engine. This engine uses sophisticated AI (Artificial Intelligence), combined with a huge database of underlying information. It accounts not only for the layout of roads in your territory, but for traffic patterns as well. On this basis, it will quickly place a tech's list of jobs into the unique sequence that promises the smallest-possible driving time.

The short answer is, we did not build the engine. Microsoft did. It's part of their MapPoint application. We simply created mechanisms in ServiceDesk that call on the Route-Optimization engine in MapPoint.

What this means is, to use the new Routing-Optimization engine in ServiceDesk, you must have MapPoint installed on the same machine.

After the above action, you'll observe a brief pause, after which you'll see the sequence of jobs changed, for minimum driving time. If you look on the caption bar at top of the DispatchMap, you'll also see text describing the true number of road miles encompassed in the route, plus estimated driving time.

Please note, the sequence of jobs will be optimized subject to the constraints of what you've specified as first and last jobs. If you don't particularly like how it came out, try changing which job is first (and/or which is last), then optimize again. Play around. You're gonna find it's fun.

A long awaited product, SD-Mobile, is now available. We've been in "beta" mode with it for the past three months. Now we're past that, and it's ready for all.

Well, you know how the UPS guy has that nice electronic clipboard? It tells him where to go, what do to, etc. Plus, as he does his work, it keeps headquarter updated on what he's done.

New "CheckOnQuantities" Feature in MasterPartsPlan. Ever find yourself looking at a line-item in the MasterPartsPlan, and wondering how many of the items you possess, and at what locations? Always, you could (with a few keystrokes or mouse-clicks) navigate to the InventoryControl form and make the determination there. However, there is now a more direct, easier method. Just do a Ctrl-Right/Click on the line-item in question. You'll see an instant display, detailing the wanted info.

This release includes a long series of other improvements, either too obvious as to need mentioning (such as, for example, there are now calendar drop-downs when needing to select beginning and end dates in the Reports form), or relatively minor. Please update, and enjoy.

Improved Handling of Returned Parts in POS situation. This was requested by Tanner (at Andy's Appliance in Lincoln, Nebraska). The idea, when someone returns a part you've sold, you can use the POS system and indicate a quantity of minus 1 (i.e., -1). That prompts the system to add the item back into stock, rather than pulling it.

For any who do not know, POS stands for PointOfSale (sometimes also known as Counter Sales). Recently, we took on Nebraska Home Appliance out of Omaha. They are very serious about across-the-counter parts sales. If I remember right, it's actually a bigger part of their business than doing service. They let us know (and in no uncertain terms) our existing POS system was just not good enough. Among other things, to have to initiate each sale from a Callsheet was far too cumbersome. They needed a constant POS interface -- one that would be always up, and would involve letting a sales person initiate each ticket by nothing more than typing in his two-letter name abbreviation -- no detour to Callsheets -- not detour to JobRecords, etc.. and etc.

Enhanced Feature on Printing Parts Labels. Increasing numbers of people are using Dymo label printers for printing parts labels. I'm told they work very well.

Dymo offers two sizes of labels: one approximates the roughly 3.5 by 1" size we've commonly used. The other is much larger, closer to 4 by 3".

Jeff Guinn (at Guinco in Fort Worth, Texas) had the great idea of using the larger size label, and placing check boxes in the lower two thirds in which the tech can indicate the final disposition on the part (e.g., not installed and still good, not installed because found damaged in box, not installed because incorrect part, installed but DOA, installed but used to replace part still in warranty, return for core/dud fee, Used/Trash, etc.).

Until now, Jeff has been pre-printing his labels with check boxes per the above, then (as a second step) printing the specific-to-part info via standard mechanisms in ServiceDesk. He told us about it, and explained that to send each item twice through the printer was a real hassle. He wanted us to make ServiceDesk print the whole thing, kit and caboodle, with one pass through.

So we did. Beginning with this version, you'll see the list of options (when you go to print parts labels) has expanded. Besides the fact that the options are now much more clear as to intent and meaning, there are now two choices for printing to a Dymo printer. One is for standard size printing, the other for "Jumbo." If you choose the latter, you'll get that extra text, consisting of "What was the disposition of this part?" checkboxes.

New Mode for Sorting Your MasterPartsPlan. It's long been possible to sort your MasterPartsPlan via various schemes (by part number, bin location, type of machine applicable, etc.). Now there's a new option: Make.

New Screening Criteria for Automated Adjusting of Prices in MasterPartsPlan. In ver. 4.3.71 we introduced automated updating of prices in the MasterPartsPlan, including a feature that allows you to screen the particular items updated via an option to mark certain items as being immune. There's now a new option that allows you to screen on the basis of the PreferredVendor as applicable to each item.

Between this entry and the preceding one, you'll see what's probably the longest gap between announced updates as has ever occurred in this Diary. However, I have been working frenetically, primarily in SD-Mobile, which now has several users, and has grown to be rather robust and powerful. Soon, we'll be ready to declare it's "ready for prime time."

Automated Updating of Prices in the MasterPartsPlan. Until now, changing prices in the MasterPartsPlan was a wholly manual process. Now, we've added a plethora of methods (certainly, one to suit any and every fancy) via which you can update prices, or even create them de novo if so desired. Simply click on the new 'Auto-Price' button that's provided in the form (Ctrl-F10). There's a menu tree to lead you through the options.

Option to Set MasterPartsPlan Line-Items as Immune from Pricing Updates. A concern with auto-updating MasterPartsPlan prices is that some items are essentially commodities, and typically these are marked up many times more than others. If you were to be updating the prices on most things based on, say, a markup scheme combined with recent cost, you'd want leave those commodity items out of the process. There's now an option in the MasterPartsPlan where you can check items that you want to have so immune. It's a new, vertical grey band off to the right side, within the Ctrl-F10 form). Just click there, next to any item that you want to make immune. Click again to uncheck, if wanted.

New, 'DeferToPublishedPricing' Option in Auto-Pricing System. Most servicer/dealers do not feel manufacturer's suggested retail prices allow sufficient markup. However, for companies that do a lot of across-the-counter parts sales, those may be the preferred prices. Historically, the ServiceDesk auto-pricing system did not recognize this difference. Now it does. There's a new option in the MarginPlanner form (Shift-F10). It's labeled:

“Where possible (and where a Markup Tier or MasterPartsPlan price is not explicitly indicated) defer to Published Price."

What's meant by "Published Price," simply, is List price as found in SmartParts (if we ever get data for other industries, we'll be delighted to make it equally applicable).

Aside from that explanation, the option means just what it says. If the option is appropriate for your situation, check it to true.

New Guide to Auto-Pricing. With addition of the new features just described, the ServiceDesk auto-pricing system can accommodate virtually any need and preference. But just how it does that (and in each situation), can be a little complex to describe. But you may need to understand it, in order to achieve precisely the results you want. For that reason, we've created a nice little guide. You can click here to access it, or, from any FinishedForm display in ServiceDesk (i.e., Generic, Custom or Narda), just right-click in the per-item-price column of the parts listings.

New Line-Item-Deletion in the FinishedForms. Recently I was connected to a user who decided she needed to remove a part listing that was already inserted to her on-screen Narda. She had to click into each box, and delete its text. I could see it was a pain, and it made me realize she needed a better method. So now, following the same convention as exists in many other ServiceDesk concepts, I've made it so a simple right-click on any line-item, in the parts listings, will invite a deletion of that entire line. (Actually, the right-click should be done within the description box, as the right-click action has different functions within the other parts columns.)

If you're doing Shop Jobs (see entry under Ver./Rel. 4.3.45) we added another special treatment for that situation. Specifically, you can create a unique set of customized WipAlert GracePeriods -- for shop jobs, as opposed to ordinary ones.

To do so, simply create a new file with the name GracePeriodsShop.TXT. Place it in the \sd\netdata folder on your server. Equip it with 10 lines of text, each with an integer value that stands for quantity of days grace, that you want applied to shop jobs, for equivalent-position status categories in the JobsCurrent form. After you've done this, re-start ServiceDesk (it only looks for such a file on startup), go to the JobsCurrent form (F7), and float your mouse pointer over the status buttons, and read the ToolTip to verify it reports on both standard grace periods and on those applicable to shop jobs.

This new file uses the same internal format, incidentally, as the one you've long been able to create for the purpose of customizing grace periods as applicable to standard jobs. The name of that file, historically, as been simply GracePeriods, with no extension. Another small change at present is that that file's name has been changed to GracePeriods.TXT (addition of the extension makes for easier creation and editing). Don't worry. If you already have and are using such a file, ServiceDesk will automatically change its name to the new one.

Wow! As I go to make this entry, I see that I've not made one here since 12/19 of last year (plus it was three versions back in ServiceDesk).

Well, the work in ServiceDesk was mostly incremental, with one significant exception. For those of you using the FaultCodesLookup feature (a sub-feature of SmartParts), I added fault-codes lookups for Whirlpool Polara and Duet systems.

The really big news is that, for most of this period, I worked like a dog to re-build (almost from scratch) our SD-Mobile system. It's now available in beta mode, and any of you who wish to try are welcome to do so. It's working pretty well right now, though there are still wrinkles to work out and features to add. Just give us a call if you want to try it.

Besides numerous tweaks here and there, added another enhancement to billing statements. Now, the positioning of the recipient's name and address has been changed (slightly) so that you can do a simple fold of the statement, and place it directly into a standard window envelope.

This release has a really big item. It's a brand new form. We're calling it the ShowAll form. The simple idea is to gather almost all the disparate bits of information -- for which you might have previously gone to a bunch of different search contexts in ServiceDesk, into one simple page.

To display this new form, conduct any CstmrDbase search in the same simple manner you always have. In other words, type a name, address or telephone number in either a Callsheet or the F12 form. You'll see that, to this point at least, things still work just as they always have.

Indeed, you can still left-click on any reference (just as you always have) to see the underlying object to which it refers (typically a JobRecord, but sometimes a ProblemCustomerAdvisory, and other times a SD-RevenueBuilder account, if you're using that utility).

Instead of left-clicking on the reference, do a dual/both-button mouse-click (i.e., click on both mouse buttons; it doesn't matter if both go down simultaneously, but neither should be released until both are down).

We're betting you're going to love it. As you'll quickly see, it does indeed assemble a ton of different search-type references into a single place. And, logically, you can click on any such reference to instantly be shown the object to which it refers.

In this first mode, the ShowAll form is showing all of various kinds of records (or, actually, references thereto) that pertain to the set of JobRecords that match a particular target (as established via the combination of your prior search and particular base-level reference that you clicked on). If you wish, you can quickly display a second instance of the ShowAll form that, rather than using a set of JobRecords as its matching basis, uses a particular machine instead (i.e., it will show references to any and all records that have any connection to a particular machine).

To make this switch, when you're looking in the first-level ShowAll form, note whether it has any machines listed in the box for that purpose. If so, you can do the same kind of dual/both-button mouse-click that brought you to the first-level ShowAll form, and you'll instantly see a second level that (as above-hinted) shows you references to all matters that have any connection with that particular machine.

Please, do a lot of playing, and learn how this thing works. You're certain to find it's extremely powerful.

As promised, the new ScreenForOverbooking feature (as described in connection with Release 4.3.61, below) has been expanded to cover all scheduling situations. More precisely (and to remind) when first rolled-out it only warned against overbooking when juggling assignments within the DispatchMap. Now it will do it's work when creating original appointments via the Job/Sale sequence, or when re-scheduling from an existing JobRecord.

To clarify, the ScreenForOverbooking feature is tech-centered, designed to assure a particular tech is not overbooked. The ZoneScheduler system, by contrast, is designed to allocate job capacity by geographical area, particularly to coordinate such capacities with outside scheduling entities such as ServiceBench, ServicePower, LG and your own web-based On-Line Scheduling system.

I mention the above to explain another tweak, which is that the ZoneScheduler will no longer require a password when overbooking (vis-a-vis zone allocations) for the current calendar day. It was pointed out (by Jeremy at ARH) that dynamics are much different in this situation, and password requirement was more a hindrance than a help.

In the FinishedForm context, a revised the protocol for auto-filling special-order parts so that it's no longer required for a part to have been checked in, in order for it to be listed there.

Finally, for those of you who print parts labels, I modified the code so that, if the part was special-ordered on a warranty job, the system will refrain from placing any price info on the label.

We've found many of your guys are anxious to use our new CyberOffice features, but to not yet have your own website to use as a foundation. We've now addressed that. Specifically, we can have you up and running with your own website -- much pronto -- with but the slightest work from you end, and minimal dollars too. Just call and ask Karie for details.

As we've expanded the set of functions and features associated with what was originally just a system for on-line scheduling system (though to say "just" is hardly fair, since no other system offers fully-integrated real-time booking), the name SD-WebScheduler became increasingly inadequate to describe what the full panoply of function. For that reason, we've come up with a new term to replace the old, and a subtitle too. We're now calling it SD-CyberOffice: Web-Scheduling on Steroids. If you haven't checked it out yet, DO IT NOW!

I truly haven't been on vacation for the last three weeks. On the contrary, I've been buried deep in intense work. I accomplished two very big things outside of ServiceDesk itself:

First, Advanced SD-WebScheduler is Now Ready! This set of tools can -- literally -- reduce by more than half the time telephone time spent with customers. Plus, your customers will love it too. It's revolutionary, it's hot, it's big. To learn more, go to our main web page, and click on "Web Scheduling."

Second, we finally rolled out with SP-DispatchLink, which accomplishes the same dispatch automation, with ServicePower, that we've previously had with ServiceBench and LG.

Within ServiceDesk, I've also been very busy, but mostly it's been improving underlying structures (some big work there) and miscellaneous fixes.

Added a brand new Screen for Overbooking feature, designed to assure that each individual tech is not overloaded with too many jobs. For a long time, we've had the ZoneScheduler system, which seeks to assure that each of your geographical regions have appropriate loads scheduled, but there's been nothing via which ServiceDesk keeps track of individual technician capacities, or via which it compares those capacities to what's actually scheduled for each tech. We have it now.

To begin using this new system, go to your Settings form (Ctrl-F1), and click on any particular tech's name. In the Technician Properties window, you'll see there's now a new box, labeled "Job Cpcty." I've set it so that it defaults, for each tech, at 12 jobs (or, rather, 12 JobCount value). I know that's high for most, but I set it high, deliberately, so that people who update without reading about this feature (and consequently do not deliberately set values there) will less likely be put off by a value that's falsely too low.

Anyway, please set appropriate values for each of your techs. With those values set, ServiceDesk will watch, as you assign jobs to your techs, to make sure none ends up being overbooked without at least a warning being given the user.

Actually, at this stage, ServiceDesk will only be watching when you assign (or reassign) jobs within the DispatchMap. I figured we'd start with the screening process there, make sure we've worked out any kinks, then add the screening to other processes, later on.

Also related to measuring (and comparing) capacities, I made it so the ZoneScheduler (Shift-F5) will now tally JobCount values as assigned to entries indicating technician absence. I further modified the 'Make Vacation Entries' function (in the ScheduleList form) so it will now auto-input a JobCount value of 8 for each day of a technician's absence.

In the A/R-Dunning form (Ctrl-F3), I improved the system's handling of upper versus lower case when formatting text. I added a box where you can indicate interest rate, and the system will now automatically add interest/late charges (to any statement) on that basis. And, if you wish to customize the little section of text that describes terms, you may now do so by creating a little text file with the two lines of text you'd like (i.e., in preference to those that otherwise print automatically). Just save your file to the \sd\netdata folder on your server, under the name 'TextForStatementTerms.TXT'. ServiceDesk will see it there, read the text, and print that in lieu of its own text.

Added a feature that allows you to export your list of zipcodes (together with city names, and so on) from the DispatchMap. It's a new option under the general print command there (i.e., accessed via Alt-P). If you happen to also be using the Miles-Determined S.Call-Rate feature, this will include a rate for each zipcode that's applicable to its distance from your office.

In close connection to the above, also added a feature in the Callsheets. If you want a Miles-Determined S.Call-Rate there (and as applicable to the customer's zipcode, just double-click on the same, and a little message box will inform you.

Enhanced the record-by-record searches, as available in the current JobRecords form (i.e., for name, addresss, telephone or P.O. number). Now, if the system does not find the requested target, it offers to carry-on the search in the archived JobRecords form.

Did a major overhaul of the system that rebuilds the CstmrDbase Index set. There should now be zero interference with other users as any particular computer engages in the rebuild effort. And, if anything goes wrong during the process (which in itself should be less likely), the old index set will still be left, doing its duty.

ZoneScheduler 'Flowing Pipes.' For any who do not know, the ZoneScheduler system allows you to divide your territory into between 1 and 30 zones, and allocate JobCount values to each. Based on zipcodes, ServiceDesk then keeps track of the total JobCount for appointments scheduled within each zone, and interdicts if a call-taker attempts to schedule above allocation. More importantly, the same setup is used to keep outside entities informed as to your availability status within each zone. Such entities include ServiceBench, LG, ServicePower and your own On-Line Scheduling feature.

Until now there's been a little unwanted quirk in zone-scheduling. Specifically, it could happen that, say, you've got Zone3 all booked up for a particular day, while right next to it sits Zone4 with 80 percent vacancy. It could also happen that, in point of fact, it's relatively easy to send Zone4 techs over to work in Zone3 -- and, certainly, you'd far rather do that than have them sit idle while simultaneously losing out on work that could otherwise be scheduled for Zone4.

To understand how this device works, go to your ZoneScheduler form (Shift-F5), and look at how the graphs are setup for each zone (this assumes you've actually done a setup with multiple zones). Now picture each graph/box as a water tank, and imagine you can create a little pipe that allows water to flow from one tank into another -- not any tank into any other, but just particular pipes (one-way ones at that) that allow water (or, actually, JobCount values) to flow from just below the top of one tank into a particular other tank.

That's the metaphor. The reality is you can make as many 'pipes' as you want, each of which will allow JobCounts to be shifted (for the purpose of tallying against maximum allocations) from one zone to another. In every case, the pipe allows flow when the flow-from zone is at or above maximum allocation, and when the flow-to zone still has one or more vacancies.

In this connection, you'll see that the ZoneScheduler form has a new checkbox, labeled "adjust view for flowing pipes." This box will remain disabled until and unless you setup some pipes. Once you do, you'll find that with it checked the graphs change per the above-described scheme (i.e., to make vacancy if possible within any zones that were fully booked and in respect to which you've made pipes that allow JobCounts to flow into zones that still have space).

While implementation of Flowing Pipes is easy, we don't want to take space here to describe it. Instead, please click here for instructions.

Please note also, right now implementation of Flowing Pipes occurs only within ServiceDesk itself. We have to release new versions of each utility that uploads availability info to outside entities (e.g., SB-DispatchLink, LG-DispatchLink, SP-DispatchLink and SD-WebScheduler) that are revised to recognize your pipes. As of this date, none of those will. We'll inform each of you who are subscribed to those other utilities when such updates are available (i.e., don't look for the announcement here).

Enhanced AutoTimeFrameEstimator. If you did not know, there's long been a feature where, if you began with all of a tech's appointments set for whole-day windows, then worked out assignments and sequencing, you can then have ServiceDesk automatically figure and insert time-frames for each of the jobs (it's initiated, within the DispatchMap, by doing a Ctrl-Click on a tech's name at top of his list of jobs). We've improved this feature in two respects: (1) the system now remembers the preferred parameters for each tech, so you don't have to re-type them each time; and (2) it will now round off each time to the nearest whole hour.

If yours is an operation that starts with all-day time-frames then narrows them down on the day preceding -- we highly recommend this method. You'll find it saves a ton of effort.

Fine-tuned the recent work (described at top of previous entry) as related to the QuickEntry Insertion function. Among other things, added a universal QuickKey access to the QuickEntryTemplates form (it's Shift-F1). Historically, Alt-Q was the combo used for this purpose, but this would only work from Callsheets or the CurrentJobRecords form. The new combo works regardless of what form you're in.

Since we're now using Shift-F1 for universal access to the QuickEntryTemplates form, that combo is no longer available for initiating a search for text within current Callsheets (where it has, in fact, long been used for the purpose). Karie pointed out that the universal combo for initiating a search, within Windows, is Ctrl-F (as in 'F'ind), and it would more intuitive to use that as the search initiator there. I realized she was right, so that's now how you do it.

Enhanced-Call Ability for QuickEntry Insertions. Historically, you could use an easy key-combo to insert any among the first nine QuickEntry templates to a Callsheet (a year or so ago we made it so you could do this within JobRecords as well). The key-combo is simply Alt-X (where X is any number 1 through 9, as corresponding with the particular QuickEntry you want to insert). Some folks have had a lot more than 9 QuickEntry templates that they want insert via this shortcut (for those, they've had open the QuickEntry template form, Alt-Q, and double-click on the item they wanted).

The problem has been that, programmatically, it's quite a bit more difficult to capture multi-keystrokes as combined with an Alt (as would be involved, for example, if you typed Alt-1,0 when seeking your tenth QuickEntry template). It's more difficult, but not impossible, so we finally made it happen. Now you can quick-key insert any of your templates.

Also, formerly the number keys that you used (in combination with Alt) had to be from the row of numbers at top of your keyboard (i.e., keys on the numeric pad would not do it). Via an added bit of programming (your computer actually doesn't see the two key sets in the same way), that is also now changed -- giving you the option to use either top-row keys or numeric keypad. So, if you want to insert the thirteenth party from your QuickEntry templates, go ahead, hold down Alt, then type 1 and then 3 on your numeric keypad. It should be perfect now.

Enhanced Screening for Parts in Stock. A couple of years ago we added a check, when you're creating an internal parts order, to see if the requesting tech has it on his truck. If so, the system warns against ordering. It was not setup to warn if the part exists elsewhere in inventory, though not on the applicable techs truck. It is now. In fact, it will offer to give you a quick glance of the quantity possessed in each of your inventory locations, to help you decide whether to proceed with the order, or not.

Enhanced Export from SalesSummary Report. There's long been an export feature that becomes available when, in the Report form (F11) you run a SalesSummary report and display it on-screen. At that point some buttons appear to the right, one of which was formerly labeled "Export ZipCode-Based Tax File." This export was made, specifically, for servicers who are forced to report sales tax obligations to multiple jurisdictions. Based on having each sale listed with the applicable zipcode, it allowed them to determine which portion of their sales (and corresponding sales tax obligation) belonged to each geopolitical area.

Recently we had folks expressing further needs, and it seemed that a mere expansion of this export was a good way to accommodate them.

Specifically, one client pays their techs commissions based, in part, on the margin involved in parts sales. Since we have no method internal to ServiceDesk for doing this, we've added the option to add parts cost to the above-described export. That user can then manipulate the resulting numbers (within Excel or similar utility) to externally produce the reports that are needed.

Another client dispatches to their techs in such a manner that the tech's are unaware of the ServiceDesk-assigned Invoice/Job Number (instead they see each job via a third-party assigned PO Number). This interfered with the tech's ability to verify proper payment of commissions via the standard ServiceDesk Commissions Report. So, you'll find applicable PO Number (at least where available) many also now (at your option) be added to that export.

In accordance with these changes, you'll find the caption on that button has also changed. It now reads: "Export with Extended Data."

New Flexibility if using the Miles-Determined-SCall-Rate Feature. For several years, there's been a feature where, if wanted, ServiceDesk will calculate a formula-derived ServiceCall amount based on the distance of the location from your office. Basically, you save a little file (in the \sd\netdata folder on your server, and under the name MileageRates) that contains three numbers (each on its own line). These go into the formula for calculating any particular ServiceCall amount, as follows: (1) quantity of miles that are included in the base service call amount; (2) the actual base amount; and (3) the amount for each added mile.

After having done this setup, if you want to see (for any location) what the miles-determined ServiceCall rate should be for it, just do an Item-Locate operation (i.e., right-click on the customer's address). The DispatchMap then displays (among other things) the formula-derived amount.

Historically, ServiceDesk has rounded that result to the nearest whole dollar. Recently, we had a client who did not want it rounded, and that's where the new flexibility comes in. If you prefer to avoid such rounding, you may now add a fourth line to that little file. Simply place the word "True" there. Think of it as the RefrainFromRounding field. You're simply indicating that you want the value, of that determinant, to be true.

New Bases for Filtering Display of Items in PartsProcess form. One of the primary attributes of the PartsProcess form (F8) is that it allows you, at any time, to limit your review and work to just those items that fit within some particular process stage (i.e., Needing Initial Inquiry or Order, Waiting for Response from Supplier, etc.). Some time back, we enhanced this discrimination by allowing you to further narrow the display (and work) to just those items involving a particular vendor. Now we've gone a step further.

Specifically, there are now two more bases via which you can narrow your review and work: by applicable Technician, and by applicable PO Number.

In regard to the latter, to make it work, we had to modify the system to make much more active use of PO Numbers than it did before. Previously, there was an option (available in the contextual CheatSheet, click in the colorful label area at top of the form) to make the system generate blanket POs with each order. But the system did not attach the resulting number to each included item, so there was little basis for using that number as an internal reference back (we've generally used the individual-item reference numbers instead). Anyway, with this revision the system will now in all cases auto-generate a blanket PO with each order (i.e., no need to select the option to make it happen), and will auto-record that reference with each included item.

To understand how to use the new Limit-Display options, just look at the explanatory note that appears at bottom of the F8 form when it first displays.

Further Improvement on Show-Tiered-Pricing Feature in SmartParts Lookup. Besides new features as previously described (see entries under 4.3.48 and 4.3.47), this system will now also show MasterPartsPlan price, where applicable.

Import to FinishedForm Without a JobRecord. Until now, if you wanted text to auto-fill into the FinishedForm context (Alt-F4), it had to come from a JobRecord. We had a request to make it auto-fill based on text that's in a Callsheet, without simultaneous creation of a JobRecord. You can do that now. From the desired Callsheet, click on Job/Sale. In the little yellow form that results, pick Print invoice, do not create job. You'll see at this point there is now an option (not there previously) to choose an up-front style ticket, versus a FinishedForm.

Added direct print capability for the recently-enhanced QOS-Report (see first entry as pertaining to Version 4.3.48 release).

Many of you are now making intense use of customer email addresses. As usage has increased, there has began to be a need for instant, as-you-type searching on these fields, much as there has long been for customer names, street addresses and telephone numbers.

The need has particularly been expressed in connection with the situation where you receive an email from a customer, who does not otherwise identify himself. Your only means of figuring out who it is is via the email address.

That need has now been addressed. In any of the contexts where you've been able to instantly search via name, street address or telephone number (including as-you-type in a Callsheet, from F12, and so on), you can now do searches on email addresses as well.

The one caveat is that the new search won't work until your system has built an index for it. So after updating, either invoke a MakeNewIndexes process immediately, or wait for it to happen overnight (with expectation that you can use the new feature tomorrow morning).

There's long been a handy report available via the key-sequence (mouse is optional) F11, P then Q (if you watch the menu selections as you go, you'll see the logic). We just completed a major overhaul/improvement in this report. If it's a report you've been using, you'll be amazed at the difference. Besides the fact that it now compiles much faster, and looks nicer, there is now twice as much information in the report.

Most particularly, for each high-volume client (and with comparisons to your company as a whole, to non-hvc jobs and all hvc-jobs-combined), there are now figures for average quantity of trips per job, average hours worked per job, and average days from start to completion.

This improvement was spurred by servicers needing to analyze what it was requiring, in terms of such factors, to complete work for specific clients. It's no secret that some clients require far more outlay (in terms of these kinds of factors) than others. Even if they pay more on average, their work may still not be profitable. The improvements in this report now help you analyze that.

The recently-added ShowTieredPricing feature, as available from the SmartParts Lookup (see entry under upload # 4.3.47) will now show sell-for pricing, under each Tier, based both on SmartParts-indicated dealer cost and on actual historical cost (assuming the system finds any actual cost info in your Inventory-System data).

Now, from three added locations, if you're looking at a part listing, you can do a simple Right-Click and ServiceDesk will instantly show the quantity of that item possessed in each of your inventory locations. The three locations are: (1) in a listing as shown from the SmartParts lookup window (Alt-F10); (2) in a FinishedForm parts listing (which should be particularly useful when performing PointOfSale operations); and (3) in the PartsProcess form (just click on the applicable Part Number).

When you're in the DispatchMap and hit Alt-P for print options, the first offered selection is for "An Abbreviated Synopsis of the Days Schedule." Until now, that synopsis has lacked some of the notational information that shows on-screen in the the TechsList area (including the symbols that indicate whether the job was confirmed, dispatched to the tech, etc., and tiny notations on the right indicating JobCount value, quantity of prior visits, etc.). That notational info has now been added to this printout.

We've long had the option, when ordering S/O parts, to place your order info in a file, which some parts distributors can directly upload for hands-off, much-more-automated ordering. Just added a mechanism to the Inventory system, for when ordering restock on the basis of items deficient. The standard Select Printer dialog box will still come up, but it now has an option on it to "Print to File."

Sorry, non-appliance servicers; this one does not apply to you (wish it did). If you're using SmartParts (Alt-F10 for the direct lookup), for any part that's displayed in the right-hand column, you can now click on it to see the sequence of prices that apply for each pricing tier as setup in your MarginPlanner (Shift-F10).

Some four years ago, we made it so ServiceDesk would update itself by connecting to this website, managing the download, and so on. But still, it was left to you to initiate the process. No longer.

Beginning with this revision, ServiceDesk will monitor this site, to see if an update is available, and prompt you to update in suitable circumstances. We've designed this carefully, to optimize the frequency and timing of updates to best suit the average user. Here are some details:

1. The prompts will occur only at the desk of the person who's listed first in the Settings form's List of Station Names.

2. In normal circumstances, you'll not get a prompt until a new Version-numbered release has been available for at least three days. This is because (to put it candidly), we sometimes break things. Serious breaks usually come to light within hours of release, and are typically fixed (after we become aware) within minutes. Three days allows plenty of time for the early adopters to discover any breaks, and for us to have fixed them.

3. In the abnormal circumstance where, as an early adopter you did an update shortly after release, and where we learned of something that was seriously broken and immediately uploaded a fix, this new system will appropriately inform you and urge an immediate update again (this will happen within 10 minutes of the moment we upload the fix).

4. If you want to prompt your own updates the same as before, exactly the same tools exist, without significant change.

We think you'll like this new capability. Please let us know if you perceive any need for further tweaking.

In virtually every update, there are numerous underlying fixes of small faults and defects that were discovered during the period, minor tweaks, and so on. Whether stated in each entry, or not, you should understand that each update, at least typically, includes that kind of work.

When it comes to reading this WorkDiary, some of you guys are great. Unfortunately, many are not, and Karie and I end up spending a lot of our time re-explaining improvements to folks weeks and even months after they were already carefully described here. A year or so ago, I added a link in the About ServiceDesk form to make getting here easy, and it seems that I'm constantly preaching the importance of regularly checking here. But even so, many do not.

To address that (and also, as an enhanced convenience for the rest of you), ServiceDesk will now automatically open this document when you upgrade to a new version. Hopefully, those many who've resisted will at least look when this page is thrust in front of their face.

Many times we've had users express the desire to maintain kind of a handbook as associated with each HighVolumeClient -- some "sheet" where they can summarize details that need to be kept in mind when working with the client. We just created a mechanism for it. Specifically, there's a new box in the QuickEntryTemplate for Hyperlinks.

Suppose Whirlpool Corporation is one of your clients. Make up a document that summarizes all the important details, suggestions, rules, contact info (and similar matters) that you want to keep track of in its connection. Save the document anywhere, and under any name you like. Then, locate the resulting file via the Windows My Computer utility, and drag it into our new box (or, if you saved it to your Desktop, just drag from there).

You'll see that ServiceDesk instantly creates a hyperlink in the box you dragged it to. Anytime you want, you can click on the hyperlink, and ServiceDesk will instantly open the document for you. Indeed, ServiceDesk will have created its own copy of the underlying file, so if you want you can just delete the original.

Just as in the other ServiceDesk hyperlink-enabled boxes, you can drag in links to as many outside objects as you wish -- pictures, files, emails, etc. (at least as many as there is space for within the box). You can even select text from an open document and drag it in. ServiceDesk will automatically create a file containing the text, and the hyperlink to it.

As an example, besides your own little "handbook" as associated with Whirlpool, perhaps you'll want to drag in a hyperlink to your contract with them. The general idea is, it's very flexible, and you should use it in whatever manner as suits your purpose.

The range of symbols in the DispatchMap that denote varying situations (e.g., customer confirmed, dispatched to tech, tech arrived, etc.) keeps growing. As it's grown, it's become increasingly easy to forget what each means. To assist in this, we've now added a Legend Key. To display it, first bring up your DispatchMap (F5), and on your keyboard hit 'K' (think 'Legend Key'). If you forget, this new command (along with many others) is in the DispatchMap's 'CheatSheet' (accessed by right-clicking in any empty space there).

Until now, ServiceDesk has not had a purpose-built method for discriminating between In-Shop work and the more typical Field-Service job. In fact, structurally it virtually assumed that all jobs (at least all that included any kind of an appointment entry) were for field-service. There was a resulting awkwardness, if you wanted to schedule techs to do particular jobs within the shop. We've now redressed that awkwardness.

Specifically, what you need do, when writing up an In-Shop job, is place the text "SHOP JOB" in the LocationName box of the Callsheet (or JobRecord, if it's already been made from a differently configured Callsheet). When ServiceDesk sees that there, it will understand the circumstance, and not pester you in circumstances where otherwise it might. Most importantly, in the DispatchMap it will refrain from any effort to graphically display appointments on such jobs, and will automatically configure route-lines (if applicable) to go to the office, as is appropriate to the circumstance.

BTW, the magic string of text (i.e., "SHOP JOB") can be placed anywhere within the LocationName box. It can be on the left, off on the far-right, wherever you want it.

Did a major overhaul of underlying methods for timing events within ServiceDesk. This will result in a dramatically reduced CPU load during all moments when execution needs to pause, for whatever reason. I'm anxious to hear reports as to whether there's a noticeable difference in user experience.

As you probably know, when we create your DispatchMap we include within it a set of TechList positions. Internally (and though unseen by you), these positions are sequentially numbered from Zero to X (X being the total quantity of positions defined). It's always been the case that, automatically (and without you having the slightest say-so) ServiceDesk assigns the first tech in your roster to Position1, the second tech to Position2, and so on. Usually that's fine, but occasionally people have wanted greater control.

This has particularly been true when a tech that's high in the list (i.e., low number) gets removed. Under the always-until-now protocol, all the succeeding techs jump forward a notch, to replace the departed tech's position. It was potentially disconcerting when you'd gotten used to seeing certain tech's lists in particular positions, and suddenly they all shifted.

For such reasons, we've now made it so that, for each tech, you can explicitly indicate which of the numbered list positions you want his list to appear in. And now every tech will stay where he's once assigned, unless you purposely make changes.

To change a tech's position, go to the Settings form (Ctrl-F1), click on his name, and to the right you'll see that the Tech-Properties window has a new box (it's labeled "Map ListPos"). When you first look, you'll see that all the techs have their pre-existing, standard list-position assignments. Just click on the position you want to move your selected tech to, and ServiceDesk will do the rest.

If you happen to move a tech to an already-occupied position, you'll notice that any techs between the two points (i.e., position-being-moved-from and position-being-moved-to) will get shifted as required. In such a situation there's simply no better way to accomplish the requested move.

To assist you in the need to visualize where each tech's list may appear, we've also added a feature to the DispatchMap itself. If you hit the 'L' button on your keyboard while there (think 'L' for 'L'istPositions), the DispatchMap will display all the available list positions, along with the numbers that correspond with each (hit 'L' again, or Esc, to toggle out). This new command has been added to the contextual CheatSheet there (right-click in any empty space), so if you forget it, just use that as a reminder.

A very long time ago, we encountered our first ServiceDesk clients who, having customers who were Tax Exempt, needed to have ServiceDesk keep track of the fact and act accordingly. Not long after that, we likewise encountered ServiceDesk clients who were doing OEM warranty work, and needed to have ServiceDesk act appropriately in those situations. As it happened, the OEM warranty clients were, in virtually all instances, the same clients that were also tax exempt -- so the single setting seemed to serve fine for both purposes.

As was inevitable, finally (and just recently) a client came along who had significant tax exempt clients who were not OEM warranty. So, we've now made two separate checkboxes in the QuickEntry template (Alt-Q from a Callsheet): one to explicitly indicate if the applicable client is OEM Warranty, and another to indicate if Tax Exempt.

If you've been going fine with the old assumption, there's no need to worry about re-setting anything. When ServiceDesk first runs with this new revision, it will look to see if, on any QuickEntry template, you had the old Tax Exempt box checked. If you did, it will automatically check both OEM Warranty and Tax Exempt in the new form.

For several months, there have been spotty reports of AccountsReceivable records sometimes failing to create -- when they should have -- as part of the SalesEntry process. It's been a devil to nail down (we could never seem to replicate it here), but finally (and with help from Josh at Contract Installation Services), we got it. Shouldn't ever happen again, and we apologize for any frustration this may have caused you.

On October 29 last year, we introduced the MarginPlanner (Shift-F10). It allows you to design a price-markup curve according to your precise preference. We then began adding operations (such as when checking in special order parts via the F8 form) where, based on the curve as setup by you, the system would auto-calculate and insert a retail price based on cost.

About three weeks ago (July 23), we added TieredPricing -- a system that allows you (among other things) to design up to six different markup curves, as applicable to clients residing on differing preference levels.

Even after all this, there was still a major functional area where the machinery had not been incorporated. That was (emphasis on past-tense) PointOfSale operations (POS) in the FinishedForms context (Alt-F4).

The one difficulty in this last area was the plethora of situations, and the fact that each needs dealt with differently. To help acquaint you with how the design manages these complications, we've provided contextual help. If you load any of the three FinishedForm types (i.e., Generic, Custom or Narda), then float your mouse pointer over the top PartsPrice box, you'll see a little ToolTip that tells you to right-click in any PartsPrice box -- to view this help. You'll see, when you do so, that what follows is a detailed but concise message describing all the important particularities.

Among other things (and assuming you read carefully) you'll see that after any auto-insertion of a part price, the system places a new ToolTip in the PartsPrice box (float your mouse pointer over the box to see the tip) that explains the markup basis that was used, and the underlying cost on the part. This should make the whole system very simple and transparent.

There is another new element, not mentioned in the on-screen help, that we think you'll like very much. If it's a warranty job, and if the system detects that it's also a warranty part (if special order, for example, a warranty part should have been priced in the F8 form at zero), and if it's other than the Narda form that's being used, the system will place the word "Warranty" in the price box, rather than any actual number.

A single but less major component remains to be done, in the auto-pricing system, and that's a feature that will allow you to instantly update pricing in the MasterPartsPlan, based on latest experienced part costs. We hope to get to that soon.

Direct Uploading of Claims to LG -- Now Even More Ready! Just three entries back, we announced you could now connect directly to LG for immediate claims transmission. It was absolutely true. But we discovered a limitation. Turns out that LG's new method of claims reception demands that you include, within your claim, a previously assigned LG-JobNumber. This is no problem if you received the job through LG's new automated DispatchSystem (with which we also integrate, see 7/12/07 entry), but if you initiated the job on your own (i.e., customer called, you took the job and went with it), there's no likelihood that you'll already possess such a number.

For such reason, we've now modified the LG-DirectUpload program code as follows:

Upon your request to transmit a claim, it looks to see if you already possess an LG-assigned JobNumber. If so, it proceeds normally. If not, it connects first for the purpose of submitting the job and receiving back a number (which it dutifully plugs into your claim). Then, it proceeds with the transmission normally. It all happens so quickly you'll hardly realize any extra work is being undertaken, on your behalf.

Moderate Improvements in ProblemCustomerAdvisory (Alt-F11). Sometimes I go to tweak something of minor importance, realizing it ought to be just a little better, though it's no big deal. It's the kind of thing I'd never intend to spend a lot of time on (there are bigger fish to fry), but I figure the effort will require but a few minutes -- then, to my horror, I discover it exhausting a half day or more. Such was the case here. Regardless, opening the ProblemCustomerAdvisory from multiple contexts, with intent to insert text for a new entry from the context you're in, should now be much more consistent. To learn details, there's new contextual help on this item too. It's accessed via a new help button in the bottom-right corner of the form.

Minor enhancement in printout from JobsPerusal form (Shift-F10). Now, the summary of each job will include a little notation that lists the date of each visit and tech involved.

Minor enhancement in data file as created from PartsProcess form (F8) for DirectData method of placing a parts order. There are now two added fields: one for applicable make, and another for your internal reference number.

Did a big overhaul in the bottom half of the Sales Summary Report (available in the Reports form, F11). Previously, the figures in that section were arranged and labeled in a manner that sometimes produced confusion. Now it should be much easier to make sense of what's presented. In addition, we're now explicitly tallying the portion of "sales" that consists of parts credits, and explicitly deducting from the funds received figure.

Though we were proud of our recently introduced "Safeguard to Assure Parts as Used on a Job Get Included in Final Invoice and Billing" feature (see 7/29/07 entry), we were quickly informed that, for some users (and at least when requiring a password to bypass the warning in every instance), it was proving more of a nuisance than a help. Thus, we've now added an optional checkbox in the SalesEnter form (F9). This will default to 'On', meaning that unless you uncheck it, the strict security (as recently created) will still prevail. You have the option to uncheck it, however, in which case the system will still inform -- if in fact you're entering a sale with a PartsSold value that's less than cost of parts ordered and/or used from stock on the job, but will simply be a mild message that informs you, and not a demand for password if you want to proceed.

Found and fixed a flaw in the code that, in particular situations, could result in one computer locking the current JobRecords file, thereby preventing access to other users. Numerous other small fixes and improvements.

DIRECT UPLOADING OF CLAIMS FOR LG! Some five years ago, we were the first in the industry to introduce direct claims transmission -- a technology we pioneered with ServiceBench.

If you're not aware, the traditional method of claims transmission had been to first save your claim to a local file. Typically, this was created using your service management software, but that's as far as the latter took it. It was then up to you to somehow upload (or otherwise transmit) the file to your warranty processing entity. With direct claims transmission, there's no intermediate step. ServiceDesk connects directly to the processing entity's server, and hands off the claim directly. It's much superior.

At any rate, ServiceBench's prime competitor, ServicePower/KPI, lagged a bit in creating the mechanisms on their end that would allow us to similarly transmit claims directly to them, but they finally completed the task a couple of years ago, and we soon offered the same capability in their connection.

Until about a year ago, LG had been using ServiceBench as its processing agency, which meant that through ServiceBench you could do direct claims on your LG work. But it didn't last. LG decided to separate from ServiceBench and handle all their processes in-house. It's taken them the time since to build mechanisms to achieve automated dispatch mechanisms such as they'd enjoyed with ServiceBench (see 7/12/07 entry), and now the ability to accept direct claims. Of course, we bring you the ability to use those mechanisms before anyone else. Update your ServiceDesk, do an LG claim, and you'll see the new option.

By the way, LG has gone one better (as compared to ServiceBench and ServicePower) in their own direct claims system. With the others, your claim simply hands off to processor's system, and does so whether there are defects in it, or not. You only find out after the fact if there was a problem, either by logging into the processor's website, via email reply, or otherwise. LG's system checks many elements of the claim prior to accepting the handoff, and for any of several faults, immediately replies, informing of the fault. This allows ServiceDesk to then tell you what the fault is, thereby giving you the chance to fix it before LG ever actually gets it. It's much better.

With this addition, we now offer the same essential suite of capabilities, in connection with LG, as has long existed with ServiceBench -- except LG's has some enhancements (such as just the one just discussed, along with the drop-down boxes for DefectCode and RepairCode, as discussed in the entry just below this one).

NEW DROPDOWN BOXES, for DefectCode and RepairCode, in On-Screen NARDA. Until now, when filling in the on-screen Narda for a warranty claim, it was up to you to know and type-in the DefectCode and RepairCode, at least in any instance where these are required by the manufacturer. Working in close conjunction with LG, we've now worked out a mode of live connection whereby, when you're filling in an LG claim, ServiceDesk makes a live connection to LG's server, determines the codes that are applicable to the particular model involved, and auto-populates drop-down boxes from which you can select the applicable codes. We suspect that any and all LG servicers will find this is a wondrous tool. Just make sure LG is listed in the Narda's 'Make' box, and you should see the buttons as needed for the drop-downs.

On another note (and if you're interested), we now have available a new Generic FinishedForm. It's the same as the old, except doubles the number of parts boxes available. If you want it, just email a request, and we'll email it back.

EIGHT NEW COLORS now available for your Techs! Until now, there have been a total of 10 different colors that could be assigned to your techs, for use (within the DispatchMap) in representing jobs as assigned to each, his home location, and so on. For those servicers with more than 10 techs, the colors simply got re-used (meaning if you had 20 techs, each color would be used twice, 30 techs meant three times, and so on). Those companies that had more than 10 techs sometimes asked for more colors, but it wasn't an easy deal. Besides significant programming effort, it's tough to come up with added colors that contrast sufficiently against a white background, and which contrast sufficiently against each other. But, we've done it (there are now 18 colors total, besides the dark-red that you reserve for Unassigned jobs). To reassign colors, click on any tech's name in the Settings form (Ctrl-F1), then look in the 'Display Color' box to the right.

NEW SAFEGUARD to assure parts as used on a job get included in the FINAL INVOICE and BILLING. We've always provided a lot of security (by way of checks, cross-checks, and so on) for many of different steps in operation -- the notion being that the computer should be watching, to make sure you don't do anything wrong (or stupid) that costs you money. One cross-check we've not had is, when you're entering the amounts in a completed sale (i.e., in the F9 form), to make sure the amount as indicated for parts sold is at least sufficient to cover the parts as actually used on the job. That check has now been added. If the PartsSold amount is below cost of parts used, the operator will get a nice warning -- and won't be allowed to proceed with the entry (at least in such a state) absent entry of the security system Master Password.

TIERED PRICING is now available! Yahoo! This is one of those functions that, in more typical software, might have been considered basic -- but in ServiceDesk (concentrating as we do on the much more difficult problem or achieving superlative, base-level operations flow) we neglected it for a long while. Well, that neglect is past.

Now, if you check your MarginPlanner (Shift-F10), you'll see you can design not just one, but six different price curves. The first five of these are labeled "Tiers," with labels 1 through 5 (Tier 1 is the "default" tier, which ServiceDesk will apply in all instances where there is no specification otherwise). The sixth (as indicated by its label) is for auto-calculating prices when adding items to your MasterPartsPlan (many people prefer a steeper markup curve when dealing with stocking parts).

The idea is, select the Tier of interest, then set its variables as wanted to tailor its curve to your precise preference.

With the above done, the next task is to bring up the QuickEntry template (Alt-Q from a Callsheet) as applicable to any client whose parts you want to have priced at other than the Tier 1 level (since 'Tier 1' is always applied, absent specification otherwise). In the template, you'll see there is now a new space, where you can specify the Tier you want to have applied to that client.

In fact, the system has been created to give you even more options, aside from merely specifying a Tier. If, instead of a Tier other than 'Tier 1', you want to do a fixed percent discount below 'Tier 1' pricing, that is also an option. It's also an option to setup a client for a straight percent markup over cost (read notes in the box for details). The idea is, we want you to have maximum flexibility.

As another enhancement in the MarginPlanner, it used to be that its settings were local only (i.e,. particular to the computer where done). Settings are now system-wide (i.e., setup at one computer, and it takes effect everywhere) -- and, naturally, there is now password protection before you're allowed to save.

In other news, finally worked out some difficulties we'd been having with Dacor uploads, and we've now added Dacor to the 'Translation Tips' function in the NARDA FinishedForm (Alt-F4). If you're not familiar with 'Translation Tips', the idea is to provide a means by which you can easily see how each field from the NARDA is translated into the claim format of the particular processor you're interested in (i.e., whether ServiceBench, ServicePower, LG, Dacor, Fisher Paykel, etc.). This can be very useful if you're wondering in which particular box an item should be placed, in order to get it, ultimately, to the right place in the manufacturer's final claim form. You'll see a little button labeled 'Translation Tips', just above the radio button where you select "Narda," but only after Narda is selected. Click on it, and follow the prompts.

Dispatch Automation is now available for LG! If you're familiar with our long-available WebBasedDispatchEnabler (automates the dispatching process with ServiceBench), this new tool is all-but identical from the user end -- except that it works with LG rather than ServiceBench. Specifically, it automatically keeps LG informed of your real-time availability status, and whenever a dispatch is created for you, automatically downloads all info and inserts it perfectly into a ServiceDesk Callsheet. (Incidentally, we have a third utility that's ready to perform the same task with ServicePower/KPI, and are just waiting for their final certification on it). For more info on these utilities, give us a call, or email.

Added a "cloning" feature in the Inventory Control system. This is particularly suited for initial inventory setup. Suppose you've "populated" a particular truck with all its inventory (i.e., accurately told ServiceDesk how many of each item that truck possesses). Now you have several other trucks that all have identical inventory, and you don't want to have to manually enter quantities, again, for each of those. The new cloning feature allows a shortcut. It's accessed from the F10 form: pick 'Adjust indicated quantities' then 'Clone from another'.

When printing a Generic FinishedForm, you may have sometimes found there's more description of work performed than will fit in the printout. Now, the system will note this condition, and reduce the size of text (as needed) to assure that all the text fits.

When initiating an internal parts request from a JobRecord (which is not the usual context, as that's more typically done via the PostVisitReport), there's long been a potential frustration -- specifically, IF the JobRecord happened to have multiple UISs attached. In such a case, the system would simply assume you were ordering for the machine specified in the first UIS. If it was otherwise, you had to manually type-in applicable type, make, model and serial descriptions. This was not a common occurrence, certainly, but it's been addressed regardless. Now, when there are multiple UISs, the system will ask which of them you're ordering a part for.

Created export of PartsProcess data. It's a new button in the PartsReqest form (Alt-F8). We don't suspect a lot of people will use this, but if you've wanted to access that data for any function that's not available within ServiceDesk itself, this is your ticket.

Improved SD-Mail so that the system will no longer beep you about pending items UNLESS one or more have not yet been looked at. Also, when you have multiple items to view, they will now be sorted by date, with newest first, working sequentially toward oldest.

Major enhancement in the WipAlert system (thanks to prodding by Adam at Fred's Appliance). Until now, the underlying process that creates WipAlerts followed a very simple procedure. It began at the oldest JobRecord in the current file, looked to see if it was past-due for attention, and created a WipAlert if so, then went to the next oldest, and so on -- until making it through all the records in the file -- or reaching the built-in limit for quantity of WipAlerts to be created at one time (whichever came first). Adam pointed out this was deficient in that newer jobs might be more stale for attention than older ones (i.e., more days past the grace period since the most recent historical note) -- yet never be reached, because older jobs (though less stale) filled the quota for allowable alerts. It would be far more logical, he pointed out, to first show the items that were most stale.

So, in result of a major overhaul that was just completed, that's now what's done. It requires a lot more underlying work by the system, because it has to go through all the records, count the days of inactivity on each, then sort from greatest (that's greatest number of days past grace period) to least, and (finally) create the WipAlerts according to such sorting. But after all, what are computers for if not to perform such grunt work?

As a further enhancement on this upgrade, I also now have the system creating an underlying file that contains information about all the jobs that are past due for attention. If, in fact, the number of stale jobs surpasses the built-in limit for quantity of WipAlerts (i.e., you get that final Callsheet that reads 'Whoa Pilgrim'), that same Callsheet will have a hyperlink (on the bottom) to this new file. Just click on the hyperlink and the new file will open, then you can peruse the entirety of your neglected jobs.

Also made a minor (but long needed) improvement in links to the ScheduleList from the DispatchMap (i.e., the Shift/Right-Click action on a listing under a tech's name). For a long time, if it was a non-job listing that was so clicked on (such as, for example, a tech Unvlbl type of entry), the function was not operable. Now it is.

Another significant (and very valuable) use of the new capacity for maintaining customer email addresses. There's now an option, when checking in parts (if it's the last item being checked in on a particular job) to auto-email the client, informing of the parts arrival, and asking them to call office to schedule. Note this will only work if you've acquired an email address for the customer, and have email setup to operate on the machine in question.

In regard to the recent fix of the CapsLock frustration (as experienced by a smattering of users), the good news is, my fix was absolutely successful. There is no longer any unintended change in CapsLock status. My new method (which directly plumbs the depths of Windows, instead of relying on a Microsoft utility) holds the CapsLock perfectly, without exception, exactly as per design. The bad news is, the old, Microsoft-reliant method had a benign characteristic I'd not realized. It had only controlled the CapsLock so far as ServiceDesk itself is concerned. Thus, if as a user you tabbed to a different application, the CapsLock setting as set per ServiceDesk did not affect the CapsLock setting in that other application. My new method absolutely controls the CapsLock, which can result in frustration if you're in a place in ServiceDesk that has CapsLock on, then tab to another application where you do not expect it. Anyhow, I've fixed it. ServiceDesk will now keep track of what the CapsLock status was when you switched into it, and change back to that status when you switch back out. This should, in short, make your usage maximally convenient.

Significantly enhanced the "Service History Report" as printable from the UnitInfoForm. Besides the fact that the overall layout is much improved, you can now choose to limit the description of JobHistories to just the entries that resulted from PostVisitReports (in other words, the printout will describe only work the technician did, and not other actions pertaining to each job). The option comes up in the same form where you select the printer that you wish the report to go to. You can get to this report by going to the UnitInfoForm (Shift-F12), pick the UIS for the machine of interest, click on 'Show All Linked Jobs', then 'Print Summary'. A similar report is available, from the same form but pertaining to all jobs as done for a given model (as opposed to on a particular machine), by clicking on 'Find an Existing Entry', then Locate 'by Model Number', then choosing a model and again selecting 'Print Summary'.

Since forever, there have been intermittent reports of boxes on which the auto-CapsLock feature causes more frustration than assistance. Specifically, users will be typing in a Callsheet, and for no reason at all the CapsLock spontaneously releases, causing their continued typing to be (unintentionally) in lower case. For those to whom this happened, it was very frustrating. Repeatedly, I've tried to find any flaw in my program code that would explain it, and always have come up empty. Finally, I concluded it must be a defective OCX component as provided by Microsoft. I've now replaced that component with one I programmed directly, and it seems to have solved the problem.

When printing invoices from the DispatchMap, we've kept having requests for different options. Some have wanted to use Finished-Forms (any particular of the three types) in lieu of up-front type tickets (but only if it's other than the first visit). Some have wanted to refrain from printing any ticket if it's not the first visit. More recently, some have wanted to use Finished-Forms in every instance. Most recently, some have wanted to re-load preexisting edits to the FinishedForm, for this purpose, rather than letting the system do a fresh import. Since our old, simple-options method of setting preferences was no longer adequate for specifying such a plethora of variations, we've added a new interface, where any user can precisely specify any possible combination of options, according to preference.

To access it, display the DispatchMap's "CheatSheet" (right-click in any empty space on the map). In the third section from the bottom, click on the item labeled 'Set parameters for Invoice Printing'. You'll see the new interface, and can there set options according to preference.

If you did not know, since the customer email address boxes were introduced, it's been a piece of cake to initiate an email to any such addressee. Simply double-click on the desired email address. Or, if you have multiple email addresses in a box, right-click if wanting to address an email to all.

The real and big reason we wanted to add the email boxes, however, was so we could introduce new and cool automated functions. The first one is now here. We're calling it Emailed Confirmation Requests.

To use this feature, just click on a tech's name at the top of his list of jobs in the DispatchMap. You'll find, one item up from the bottom of the resulting options list, there's a new option, labeled 'Email a confirmation/reminder to each customer.' When you select that option, ServiceDesk will do just as it says (emailing each of the customers in the list under the tech's name) -- assuming, of course, that you've provided appropriate email addresses (otherwise, it will inform you). It will also add an an appropriate note to each applicable job's narrative history, and append a new symbol to the appointment which denotes that a confirmation email was sent.

This same option is available, by the way, for all your appointments as pertain to a given day (i.e., not just those for a certain tech), by using the general print Alt-P function in the DispatchMap (with desired day displayed), then picking 'Invoke dispatch options, but for all techs'.

Right now, you'll see, the email that's sent is asking the customer to reply via email to confirm they'll be there for the appointment. Soon, we want to offer instead a 'Click Here to Confirm' option. That will automatically connect to our Web-Scheduling feature, and mark the item as customer-confirmed without any further involvement on your part.

Since forever in the DispatchMap, there's been an annoyance in that, if you dragged or layered some external object (such as the window from another application) over it, it would erase whatever imagery the object passed over. A simple click in the map would refresh its image, but it was still annoying. This was a symptom I could have easily avoided via a simple programming choice, but with a cost: you'd encounter slower "paint" times. To me, it's most important that as you move around in the map, each display should appear instantly. In programming as in most everything else, there's no free lunch. So, faced with a choice between speed versus having the Windows AutoRedraw property set to true, I chose speed (the cost being that slight annoyance you may have encountered).

However, there's a happier ending (brought to us courtesy of "Moore's Law"). The choice I made was several years ago, and in the interim computer speeds have increased dramatically. Given that, we just re-tested DispatchMap paint times, with the Windows AutoRedraw property set to true. Eureka. Even with our slowest computer, paint times are now perceptually instant. For such reason, the DispatchMap's AutoRedraw property is now set as true, and that somewhat annoying symptom will be gone.

If, by chance, you happen to have a computer so ancient or slow that you now notice perceptible delays as your DispatchMap paints, please let us know. Should there by any such need, we'll add a user-settable option, where you can turn AutoRedraw back to off.

Added formatting to narrative JobHistories that will make such entries as describe PVR activity more visually distinguishable from the rest of the narrative. This formatting will be added only in regard to newly-made PVRs (that's PostVisitReports). Narratives as already created will be unaffected.

Numerous continuing fixes -- including, most notably, found and fixed a problem that sometimes resulted in spurious AttentionNotes being attached to archived JobRecords.

More miscellaneous, including fix of fault where (sometimes) when checking parts in through the PartsProcess form, the system erroneously concluded there were no more items to be checked in on a particular job.

There have been a series of updates (as can be detected via version number), which dealt with an equal series of minor, underlying issues.

In this update there's a new feature. If you want to send an email from Callsheets to confirm that you just made and appointment with a customer (or for other reason), and you want ServiceDesk to automatically insert some text into those emails, create a file in the x:\sd\netdata folder on the server (where 'x:' is the server drive) called 'TextForCllshtSentEmail.txt'. Place in the file the particular text you want. Now, from any callsheet in ServiceDesk, hold down the Ctrl key while dbl-clicking (or right-clicking) in the the email box. ServiceDesk will locate the text in that file, and include it in the email that it then creates for you.

Added a new feature that allows you to print the Generic FinishedForm with a large watermark in the background labeled 'For Estimate Only, Please Do Not Pay'. If you wish to take advantage of this, let me know, as there's a bitmap I'll need to provide you.

Added ability in InventoryControl form, when reviewing inventory via a List of Items, Showing Total Qty of Each, to right-click on any item listing and then see a breakdown of quantities existing at each location for that item.

Resolved a long-standing fault on Viking claims, in regard to claiming for mileage. We'd worked with ServiceBench for some six months trying to determine in what field (of their transmission format) they needed the quantity of miles (they don't have any field that's actually so-labeled). Finally got the answer today, and immediately revised the export so that now, when you put quantity of miles in the box so-labeled of the on-screen Narda, it will translate into the electronic transmission field where ServiceBench needs it.

Fixed a few further glitches that had come to the surface in regard to the recent major overhaul.

More notably, did a major (and further) enhancement of the Hyperlink system. Most importantly, in this regard, while dreaming several nights ago I realized there was a serious problem in regard to the present system. While it made ServiceDesk perfectly happy to point to outside files and references, there remained a serious potential problem. The addresses (technical term is filespec or url, depending on circumstance) of such outside references might well change as time goes by (i.e., as the user migrates from one computer system to another, makes changes in the mapping of the underlying network, moves files to different locations, etc.). Such changes are, in fact, likely, and could leave hyperlinked references in ServiceDesk, essentially, orphaned.

To address the above, I've come up with an enhanced scheme. Now, when you drag any link-capable object (i.e., files, emails, etc.) into a ServiceDesk link-enabled box, instead of just making a reference to the object as it exists in the world outside it's own files, ServiceDesk will instead copy the object into its own file system (specifically, into a new 'HLinks' subfolder), and make its reference accordingly. Thus, because ServiceDesk files stay together, those references should never be orphaned.

Another benefit with this new system is that the hyperlinked references can be much shorter. In fact, when ServiceDesk copies the referenced object into its own files, the reference that it creates will be enclosed in brackets (with the word "SdLink" preceding the actual file name). This makes the filename itself much more apparent (i.e., less buried within a long path sequence), and thus more useful.

Remember, all you have to do is drag from a link-capable object into a ServiceDesk link-enabled box. ServiceDesk then puts the reference there (in fact, you can even do this with a string of text as dragged from any text-edit location, such as from within Word or WordPad, for example). Any time you want to display the object, just double-click on the reference. Karie says this is "really cool," and mentions (as a possible use), suppose you want to job-attach some snippet of text from a manual. Just highlight and drag it into the job's history. It's that easy.

BTW (and sorry to make it more complicated) but if you want ServiceDesk to refrain from copying the object into its own file system, just hold down your ctrl key as you click down and drag. If you do that, it will make a standard reference to the external object. It's an option, but in general we think you'll be better off using the more simple method.

Cool new ability for making hyperlinks. Now you can drag any file into a ServiceDesk link-enabled box. When you do, ServiceDesk will instantly create a hyperlink to that object (in particular, at the text location where you release your mouse). Bear in mind, almost anything that can display on your desktop, in your My Computer utility, in Windows Explorer, etc., is a file -- so this can work on pictures, text files, programs -- a whole variety of things. Once you have the hyperlink, of course, you can double-click on it at any time to instantly load the object that's linked.

The boxes in ServiceDesk that are currently link-enabled are JobHistories, StickyNotes, and both boxes in the MoreInfo form. If you need to have any other boxes link-enabled, let us know.

The 4.3-level major-overhaul/major-upgrade is now available to everyone. Thanks are extended to our brave beta-testers (ultimately there were four businesses that allowed themselves to be guinea pigs). They discovered, coped with and helped us weed out a series of glitches, but overall the problems were not severe. Chances are, as larger masses update, other glitches will be found, but safety against any major problems now seems reasonably robust (if you're particularly timid, just wait a little while longer).

BTW, besides the major upgrade changes, two other improvements have recently been made.

(1) The system will now add to an archived-JobRecord's narrative history, to indicate when (and if) final payment was received, or if (instead) any amount was written off as a bad debt (we're now leaving space in the data structure to make this possible).

(2) A longstanding fault has been fixed in regard to Fisher & Paykel claims, where formerly (and mysteriously) the parts-used would fail to upload. For this we must thank, in significant part, detective work as done by young Tim Merriam, of Appliance and Refrigeration Hospital, in Portland.

For the last 15 months, I'd been trying to set aside a solid, uninterrupted week for intense re-programming work: mostly to overhaul the Callsheets (and many related structures, such as JobRecords, QuickEntry templates, etc., etc., etc.) to accommodate a third telephone space and email addresses. Instead of just seven days, it proved to be a 16-day marathon. But, I'm pleased to announce, the major work is done.

Indeed, I did much more than just add those fields. Since I had to modify much of the program code that's involved in managing the data, I took the occasion to dramatically improve and bolster much of the behind-the-scenes machinery that makes ServiceDesk work. Some of the appearance is improved as well.

The downside is, whenever so much re-work is done, there's a significantly increased chance that unforeseen (and, until now, undetected) faults could arise, and possibly wreak havoc in your operation. That's why, initially, this new work is not being generally released. What 'beta' means is that you're free to use it, if wanted, but please do it with both eyes open, understanding the added risk involved. I don't mean to overemphasize the risk. I doubt there will be any major problems, but there are all but certain to be minor ones, and major ones are a possibility. If you adopt at this point you're an early tester, a pioneer.

Another limitation is I've not yet revised the utilities (specifically, WBDE, EDR and SD-WebScheduler) that interact with ServiceDesk, to make them work with the new data structure. Thus, if you're using any such utilities, you need to wait regardless.

Otherwise, if you're feeling intrepid and want to give it a try, please call (800-353-4101), and I'll set you up. I want to limit the early adopters to just three or four, and see how it goes for a couple of days. As soon as all looks good, we'll open it wider.

BTW (and aside from many general improvements) there's a new function in the PartsProcess form (F8). Now, if you're in the box where you fill-in the part cost (i.e., as you're checking in a shipment), you can increase the base from which markup is calculated by simply hitting your keyboard's plus ('+') key. Or, if you want to apply a straight markup percent to the cost (rather than using the internal markup curve), just hit your keyboard's multiplier ('*') key. In either case, a tiny box appears in which, with a keystroke, you can type the desired ratio.

Awesome new feature. It's now a single click process, when needing assistance, to connect your computer to one at Rossware. This allows a help person here to see your screen, or vice versa, and dramatically aids the process of providing/receiving assistance. The new feature is a new menu item (second one down) under 'File Functions' in the ServiceDesk MainMenu.

Addressed a plethora of issues in the most recent three updates, plus added two minor functions:

1. In the JobRecord or Callsheet's ExtraNotes section, if you have an email address there and double-click on it, ServiceDesk will initiate an email for you (of course, you need an installed email program in Windows to make this work).

2. In the FinishedForm, made it so the system will add a bracketed date (to parts item descriptions) to indicate when (if at all) a part was previously installed). Actually, this is so if the parts was a special order item. If it was a stocking part, the bracketed notation will instead indicate "[Stock]".

This one actually isn't in ServiceDesk per se, but it sure relates. Are you ready?

2. You create a hyperlink, on your webpage, to the WebScheduler page (it's configured so the system knows the person who's clicking is your customer); and

3. You install, run and keep running a little utility at your office called SD-WebScheduler. For those of you using the WBDE (which automates dispatches with ServiceBench), this utility accomplishes the same purpose, except does it's work with your WebScheduler instead of ServiceBench. (Specifically, it keeps your WebScheduler page informed of of your real-time availability in each area, and grabs data each time a customer schedules, placing it all neatly into a ServiceDesk Callsheet.)

Oh, actually, there's a fourth thing. That's a willingness to pay us for the service at the rate of $1 per true scheduled appointment (minimum $10/month).

With that easy setup, you'll be configured (and in just a few minutes) so consumers can do a simple click from your website, see when you're available to service in their area, pick the date they want, input relevant info, and have themselves booked. Within moments of that happening, you'll see all the relevant info pop into a ServiceDesk Callsheet. What could be easier than that?

In addition to the above, there were still more tweaks and improvements in ServiceDesk -- including, most particularly, you can now change the background color in ServiceDesk (it's a new option in the purple section of the Settings form, Ctrl-F1). For some users, this is more than cosmetic. Specifically, there are now a number of folks operating multiple business from a single office, each with its own ServiceDesk install. The colors are intended to help operators more easily distinguish between a ServiceDesk window that's for, say "ABC Heating and Air," versus one that's for "ABC Plumbing."

Numerous small fixes as connected to recent work. Also, improved editing in ArchivedPartsProcess (Ctrl-F8). Now the system will immediately display your edit results.

Added drop-down lists to each of the boxes in the PartsProcess form (F8) where formerly you had to use the spacebar to toggle between various options. Also upgraded the previously existing drop-list (for Vendor) so that, as in other ServiceDesk contexts, you can select items by cursoring into the list, then hitting Enter to select.

Changed the color, as used in the DispatchMap for the "ShowJobsNotReady" feature. The color now will be a pale teal, so as to be more readily distinguishable from any standard tech color.

Did extensive re-structuring into many areas of the infrastructure governing ServiceDesk operations. Many areas have been addressed for increased reliability, reduced incidence of annoyance, fewer errors, and so on. Among other improvements, the as-you-type integration with SmartParts data will be dramatically faster.

Repaired miscellaneous faults as discovered over last couple of weeks, including a fault in the Inventory system for tallying parts needed (this fault had only occurred where a user explicitly listed inventory locations and specified multiple inventory Types).

~~Yes, it's true. I confess. I took away the beloved 'Exit' button in the UnitInfo form.~~

~~Actually, I didn't truly remove it. I actually replaced it with a new and different button (the new one is for exporting UIS data, as described two entries back).~~

Truth is, back in my early days of programming, as I designed new forms I typically placed an Exit button on them, because it was conventional, and I was trying to put things in to make them look important. As I gained more experience, however, I discovered that a good percentage of people, when wanting to close forms, click on the close button (the one labeled 'X') in the top-right corner. Another significant percentage (particularly and especially in ServiceDesk) simply hits 'Esc' on their keyboard. Given these wholesome alternatives, I began to realize there was really no salient purpose in a dedicated (and space-consuming) 'Exit' button.

Thus, any time since as I've been adding new features to a form, and when I see that (a) I'm sort of out of space for new buttons; and (b) there's a virtually useless 'Exit' button just sittin' there, guess what happens? That's right, I commandere that baby for a new purpose.

~~And so I say (and without real apology), if you've become attached to any beloved 'Exit' button, GET OVER IT!~~

Actually, I don't mean to be quite so unsympathetic. What I really want is for you to realize it would have been more efficient all along to simply use the Esc key on your keyboard instead, and to move to that usage. It's really faster, and involves considerably less effort. Or, if you must do it via mouse, use the standard windows 'Close' button.

Worked on a couple of "focus" issues as connected with Callsheets. "Focus" is a term used in Windows in reference to the particular application, form and control that has the focus -- in other words, the one that's activated, and where your cursor will be blinking if the object of focus happens to be a text box.

One issue concerned the fact that when you clicked from one Callsheet to another, the focus went to the top textbox of the new Callsheet, regardless of which box you'd actually clicked on. At the least, this could be annoying. It's now been addressed.

Another issue sometimes arose if you switched to another application while ServiceDesk was simultaneously running. If other users in the office made changes in the Callsheet page that you left active, ServiceDesk would sometime re-grab the focus -- an event that could be highly annoying if you were focused on work (and perhaps even actively typing) in that other application. This was a devilish one to solve. Ironically, this is something that Windows is not supposed to even permit to happen. Regardless, it has been a not too uncommon event, and I still have not found a way to prevent its occurrence when ServiceDesk is running in the background, and NOT MINIMIZED. If you'll simply minimize it before switching to that other app, however, I believe you'll find these "stealing focus" events are a thing of the past.

Also added a feature in the Generic and Custom FinishedForms. If you're printing either form after there have been one or more prior visits on the job, the system will append the InvoiceNumber with a notation such as "-02" (as an example, to indicate this printing is for the second visit).

Recently we've heard from several servicers about manufacturer recalls on certain models. These servicers have wanted a means to quickly compile a list of all customers where they've serviced models falling within a particular range or ranges. This is now available via our just-added "UnitInfo-Export" feature. Go to your UnitInfo form (Shift-F12), and there find a new button labeled 'Export'. Just click on it, and follow the prompts. You can load the resulting output into Excel or similar, and manipulate to your heart's content.

Enhanced the printout, from the InventoryControl form (F10), when printing a list of items that need restocked to a particular location. Now the printout will include an indication of storeroom bin from which the items should be pulled, assuming you've provided such information.

In another major power-enhancement for the DispatchMap, added what we'll now call our "ShowJobsNotReady" feature.

Added still another integration with SmartParts data (and, again, we apologize to you non-appliance servicers that this is not something you can use). This one is in the PartsProcess form. Now, as you type a part number in its part number box (and assuming you have the SmartParts data installed), there will be a drop-down matching what you've typed.

Added a very cool and new "AtomicClockTimeSynch" feature. This uses the same underlying facility as described in connection with the last update (for verifying that no one has forward-dated the system clock). Now we make increased use of knowing outside time. Checking once per minute, if the system sees that your internal clock is more than 60 seconds off atomic time, it will offer to fix it (if you decline, it will leave you un-pestered for another week). Or, if you click on FileFunctions in the ServiceDesk MainMenu, you'll see there's a new option at the very bottom (labeled 'Synchronize with Atomic Clock'). Click on it, and ServiceDesk will perform the task immediately.

In the UnitInfo form, added integration with SmartParts data (of interest only to appliance servicers, our apologies to everyone else). Specifically, when typing in model numbers (and assuming you have the SmartParts data installed), ServiceDesk will now present a drop-down showing matching models. Thus (and typically after typing but a few characters), you can select from the list for insertion of the full model text.

Added a major enhancement to the security of current schedule data. Increasingly, we've had incidents where folks call in reporting that all their appointments were suddenly lost.

It turns out it's because someone in the network had forward-dated his or her computer (probably for gaming purposes). In consequence, ServiceDesk notices that the ScheduleList is (apparently, though not really) past-due for archiving, and prompts the user for permission to perform the process. Unthinkingly, the user consents -- which is disastrous, for with the computer being forward-dated, it appears to ServiceDesk that all current appointments (though they truly are current) are in fact in the past. Given this, ServiceDesk dutifully moves them to the archive. At that point, other users in the network (who've actually been working) suddenly see an empty DispatchMap. It's not a pretty picture, and at the least involves some frustration to recover from.

I've wanted to protect against this for some time, but it's not easy to come up with a strategy for a software that lives inside a machine to detect that its clock is date-forwarded. However, I finally developed the means. Assuming you have a live internet connection, ServiceDesk will now check (regularly) with an outside time-server to verify that the system on which it's operating is not date-forwarded. If it finds it is, it will display messaging explaining so, and shut itself down.

If you wish to test this (it is kind of cool), first update to this version or later, then forward your computer's system date to tomorrow or later. You'll get the message immediately upon ServiceDesk startup (or within a minute if you've forwarded the date while ServiceDesk was simultaneously running). Consider this just one more element of tranquility, courtesy of Rossware.

I guess we'll call this the "ShowItemsNeedingScheduled" feature. The idea is as follows:

Overhauled Synopsis of Jobs, as printed from DispatchMap. I'd had a few requests for inclusion of customer's first name in this printout, plus one for horizontal lines between each item listed. Also, there was a request to make it so any particular item would not be split between multiple pages. All of that is now done.

For many folks there's been an issue where the telephone numbers in past jobs (especially those converted from prior systems) lacked an area code, and what's being inserted now includes an area code. The difference has prevented the auto-CstmrDbase search from registering a match. This has been an issue for those using a CallerID device, where the CallerID number includes area code, and CstmrDbase data does not (i.e., no match with CallerID-provided number). Sometimes the opposite happens as well (i.e, number from past job includes area code, and user typing presently does not include it). I've now added code that will cause ServiceDesk to search both ways. Specifically, it will do it in either of two situations where (on any telephone number CstmrDbase search) there is no initial match:

In connection with Auto-Pricing in PartsProcess form (i.e., as connected to new MarginPlanner), made it so when you move to the 'Sell For' box, inserted text there is pre-selected, for easy editing if desired.

Somewhat similarly (and for enhanced ease in editing), added a feature in the MasterPartsPlan form (Ctrl-F10) where, if you're in a particular editing box and use the cursor keys to move up or down to the next adjoining item, the system auto-select the entire text in the box upon loading the next record.

Also in the MasterPartsPlan, when exporting to simple text file (as typically used when wanting to format in Word for creation of a parts-catalog for techs to keep in their clipboard), added option to limit output to only items that are supposed to be stocked in a particular location. The thinking is, if you list a lot of stuff in your MasterPartsPlan that aren't generally stocked on a guy's truck, why give him a list/catalog that includes those extra items?

Made the system more lenient in terms of how it recognizes that a job belongs to a HighVolumeClient. Previously, you had to have text in the CustomerName box that precisely matched text in the equivalent box of the QuickEntry template belonging to the client in question. Otherwise, ServiceDesk would fail to make a connection between the two. Now, you may (in the alternative) simply place the clients HVC-Abbreviation into the CustomerName box of the JobRecord. ServiceDesk will recognized the connection on either basis.

Modified text in JobHistory as inserted when canceling an appointment. Now the notation will describe the date and time of the appointment that was cancelled.

For folks doing a significant amount of shop work, added a potential convenience when using the Finished form as a POS tool. If you've departmentalized your operation (per the provided ServiceDesk option) and created a department called "Shop", and for any particular job that's assigned to that department, when you're indicating items pulled from inventory in the FinishedForm on that job, ServiceDesk will assume the inventory source was "OF" (i.e., office storeroom).

Someone pointed that telephone extensions were not displaying in the Archived-JobRecords form. Corrected.

Learned from Steve at Appliance Repair Hospital of an unintended loophole around the ScreenForOverbooking feature. Turns out if you simply changed an existing appointment (i.e., rather than creating a new one), you'd bypass the intended warning. Now fixed.

For a long time it's frustrated the heck out of me that, many times (it seemed like most the time) when I was at a show demonstrating the feature where SD auto-fills a tech's start and end times in the PostVisitReport (i.e., when you're using the real-time call-in method), it failed. Yet, when I'd test it here, it worked every time. I finally found (and fixed) the problem. Turns out the failure occurred anytime there'd been a prior clock-in on the job as recorded in the JobHistory, which had (improperly) not been removed (as often happened in a demo environment).

Added a hyperlink to our new Chat Room. This is in the 'About ServiceDesk' form. Also have performed numerous other small improvements, and many small fixes.

Added option, when setting kind of form to use on other than first visit invoice printing from DispatchMap, to print no invoice at all in such instances.

Addressed some flaws in recently created ability to edit archived PartsProcess items.

Developed ability to export data directly to Microsoft Excel format. Also developed internal code calls that will allow streamlined upgrading of all the pre-existing and old exports so that, once it's accomplished, all will be able to export (according to user choice) to any of three formats, Tab-delimited Ascii, Comma-Delimited Ascii, or Excel. At this point, only a few of the old exports have been so upgraded (specifically, a tech's route info from the DispatchMap, and the 'Direct Data Transfer' method of creating a non-stock parts order). In the near future, all exports should be.

Added a 'CopyFromPrior' feature to the PartsProcess system. This is to address a longstanding complaint. Suppose you're checking in a shipment of many parts, all under vendor Invoice# 123456789. In each line item involved, you have to (among other things) fill in that invoice number. It's been kind of stupid that you had to do that, and certainly contrary to ServiceDesk's normal pattern of making everything maximally easy. Well, finally, it's been addressed. Now, if you have items filled-in (with edit boxes displayed) on one process item, and you want to have those saved in the same boxes for the next item you're moving to, just make the movement while holding down your Ctrl key (whether you use your mouse to click on the new item or your keyboard's cursor keys to move up or down to it, shouldn't matter). As you'll see, text in boxes that can sensibly be preserved (from one Process item to the next) will, in fact, be preserved. If the new Process item already had text in a particular box, on the other hand, it will not be overwritten, and for those boxes where any particular Process-item is more likely to need unique info (such as those involving price information, for example), this new function will have no effect at all. Also, please note that these new 'saved-from-previous' (sort-of auto-filled fields) will not save, in the new item to which they've been transferred, unless you do other, manual edits within the new item. I hope all that makes sense.

Added direct editing of archived PartsProcess records (naturally, via Ctrl-F8 form). The editing is limited by the fact you can't add more characters, since the stored data is in a compressed state. Also, the set of tools available is limited compared to when editing current PartsProcess records, but it's still a utility you may appreciate from time to time.

Also added editing of Supplemental Parts data from the InventoryControl form (F10). Formerly, that data could only be edited from directly within the InventoryPlanner form (Ctrl-F10).

Added a new, optional field for when printing the standard, up-front ticket (aka Invoice). A number of people have mentioned their techs, when calling the office and wanting some added info on a job, wish to talk to the particular call taker who wrote up the order. They've wanted the name of the call taker (or at least initials) to be printed on the ticket, so the tech knows directly who to ask for upon calling. That's now available. You'll have to revise your .prg file to indicate where you want the new field to print, font characteristics, etc. For that, you'll need to use the SD-Tools utility -- in particular the new version that's included in the present update, Ver 4.0.5. After you've done that (and assuming you've also updated to this Version of ServiceDesk, the new field should print for you.

My apologies for providing little that's new over the last couple of weeks. I've been swamped building packages for new clients (a good thing), and other matters related to continuing service. Anyway, this release has mainly a few fixes. (1) I'd previously broken the new integration with SmartParts in the MasterParts plan; it's now fixed again. (2) I'd previously added an addendum printout for ExtraNotes in the tech's RouteSheet. Not everyone wanted that. Now it's an option to pick in the SelectPrinter form. (3) Changed the 'Direct Data Transfer' method of ordering parts so that the output is now in Tab-Delimited format. (4) Miscellaneous fixes.

While sleeping last night (it's pitiful but true, sometimes I do indeed dream about re-working processes in ServiceDesk) I had another great idea for use of the new Zips-Location file (the one described in my last, 11/5/06 entry, below). Besides using zips to create grid coordinates, I realized we could also use them to verify relative accuracy in grids otherwise created, and to warn against references that are obviously bad. I was so excited by the possibility, I've already added it to the program. Now, when you JobSale from a Callsheet, there's a new check. If the system can't verify accuracy of your grid reference via your StreetList, it next tries to do so via your Zips-Location file. If it succeeds, the item goes into your schedule cleansed of the Grid-Ref-Suspect flag that would otherwise exist (that is, it would otherwise exist if your reference failed the standard StreetList-based verification). If, on the other hand, this new check proves your grid reference is significantly outside a credible region (as based on your Zips-Location file) it will give you a stern warning, and opportunity to abort the process pending a fix of the reference. Of course, this capability depends on you having the underlying new custom file (see 11/5/06 entry, below).

Added a mechanism to more conveniently make ScheduleList entries denoting when a technician will be absent for period of days (as when, for example, going on vacation). There's a new button in the ScheduleList form (F6) for the purpose. It's labeled 'make Vacation entries'. Just click on it and follow the prompts.

BIG, BIG HELP WITH MISSING STREETS. For a long time (since forever, really) it's been a nuisance when you have a customer living on a street that doesn't appear in your drop-down StreetList. Sometimes the street is actually there, and you're just not finding it. A while back (see 3rd paragraph under entry explaining Ver. 4.1.107 release), I added an F1-triggered find-target-string-anywhere-in-list feature, to help with that. But when the street really and truly is not there, you have to type the whole crummy thing, plus city name (and state and zip if wanted). Most onerously, you have to come up with a grid coordinate. Making this latter even worse, you may have operators who do a lousy job of producing grid coordinates, with the result that jobs display on your DispatchMap in a very wrong location, then get scheduled and dispatched in a manner that requires a tech to drive many miles outside any sensible route. That's really bad (though, to help with this, I also added a feature a while back that causes unverified grid references to show on the DispatchMap with a symbol indicating they are suspect).

Regardless, there is now a much nicer solution (I'm calling it the ZipBasedInsert system). Based on a new custom data file, ServiceDesk can insert full City Name and State, based on the operator typing zip code alone. Much more importantly, it will also insert a grid coordinate based on that single act. The simple mechanics are, SD watches for any typing action in either of the two city-line boxes of a Callsheet. As any such typing occurs, it looks to see if the sole resulting text is a zip code. If so, it invokes the above-described action. It's really cool. You just type a zip, and suddenly everything is there. You can also invoke this action deliberately (i.e., without typing, and/or when there is other text besides a zip code in the box) by hitting F1 on your keyboard (of course, your cursor must be in a city-line box, with a zip there, when you do this).

A related new feature (that also takes advantage of the new custom data file) is in the DispatchMap. Now, when you there hold down the 'Z' button your keyboard (that's 'Z' for Zips), all the Zip Codes will display in their correct location on your Map. It's looks awesome, and is fun to play with -- pressing Z down, letting it up, pressing it down, etc..

Of course, there are some caveats. The first and biggest is that you've got to have that new data file to make it work. Beginning now, all new packages will ship with this new file included (in other words, it's now part of the standard roster of custom files). However, if your ServiceDesk was built and shipped prior to this date, the file will need to be separately built and added for you. If you purchased (or are purchasing) ServiceDesk at the full current price, I'll build and supply this new file to you free-of-charge (though you do need to ask). Otherwise, I'll need to charge you for it, because it's a significant investment in labor to create, it's done specifically for your unique territory, and it's not part of what you originally purchased.

Another caveat is that the grid coordinates as inserted via this new system are NativeGrid type only (i.e., they will not be references to page and grid in your underlying MapBook, if any). And these references will typically not be as precise as those created via the drop-down StreetList (or as result if doing a careful manual lookup in the index of an underlying MapBook, then typing in). In each instance, the coordinates will place the job's graphic reference at the weighted center of a zip-code area. At worst, the resulting display location will at least be in the same approximate area as the genuine location. At best (assuming either serendipity or a zip code that consumes a small space compared to your DispatchMap scaling), it may in fact be precise.

Bottom line is, if you've had frustration with missing streets, this is the ticket to fix it. Call or email if you'd like me to build the new file for you. I'm going to make a beginning price of $249 for the build, though I reserve the right to make it more for anyone who's got an exceptionally complex setup.

In another significant development, there is new integration with SmartParts data in two added venues: in the MasterPartsPlan form (Ctrl-F10) and in the PartsRequest form (Alt-F8). In both places (and assuming you have SmartParts data installed), you'll find that as you begin typing a part number in the appropriate box, there's a sudden drop-down list showing matches from SmartParts' broad data set. When you see the item wanted, use your cursor or mouse to select it, and you'll get an instant insertion of appropriate text (including appropriate price markup per the new MarginPlanner, when in the the MasterPartsPlan). Very cool. BTW (and if you did not know) we've had operational integration with SmartParts in the PointOfSale context for long time, so with these added developments, there are now three operations where that integration potentially occurs.

Hurrah! Hurray! Hallelujah (and so on)! For a long time, I've received occasional requests for automated pricing -- a system that will apply a user-settable formula to automatically apply markup from cost on parts to create a retail price for you. This would likely have been a feature long ago, except as a management philosophy in my own business I'd deemed it better to do markups on an ad hoc basis, taking all relevant factors into consideration, including subjective ones (e.g., if a part comes in way cheap compared to what you'd guess, you can safely mark it up much more than if it comes in way high). However, that's not everyone's philosophy, and is only practical, regardless, if you have an owner/manager who does not mind being personally involved in the task. Most companies, I've found, want something more automated (and formulaic) for the purpose. So finally it's here.

There's a new form in ServiceDesk called the MarginPlanner (access it via Shift-F10). I want to brag about it a little.

Any pricing system that's half intelligent needs to account for the fact that, generally, you want to have a higher percentage markup on items where cost is tiny as compared to those where it's great. Most systems accomplish this with clumsy brackets or bands where you specify, say, anything with a cost between $.01 and $5 will have X percentage markup, while between $5.01 and $20 it will have Y percentage, between $20 and $100 Z percentage, and so on. This makes a stepped (or jagged) system, and to me is very clumsy. I suppose that's another reason I've been slow in getting to it (I don't like clumsy). I finally did it, however, because finally I figured out something better.

Specifically, upon examining the new MarginPlanner, you'll see I've created a very simple and pretty little formula -- one with two user settable variables via which you can precisely tailor a continuously smooth markup curve, one that algorithmically applies across the entire range of costs, and can be made to exactly match your preference at every level. It includes a bar graph that instantly shows the effect (across a range of sample costs) for any combination of settings. I think you'll find it's elegant, even cool.

Though additional developments remain (find details in the form itself), this new system is operational now. I think you'll love it.

In another significant improvement, I added a system to explicitly check-off when special-order parts have been installed. This is to help cope with the situation where a tech's already been back on a return visit, installed some ordered parts, then orders more, and later either he or a different tech has a hard time figuring which parts have already been installed and which not (especially, for example, on examining the PartsPickList). It also helps if a non-tech employee is pulling parts to put in a tech's tote, and needs to be able to easily determine which items should go on the tote versus which one's were installed previously. This new system invokes a new window in the PVR Form Type II. If special-order parts have previously been checked in on a job, the PVR form will list them, with the request that the operator check-off any that have been installed. In consequence of the check-off, ServiceDesk will change the BinLoc field on the underlying item to the tech's initials, hyphen, and day/month date reference (i.e., like "GR-10/29"). When you see this, you realize it signifies that the part was installed by "GR" on the indicated date. One thing to note, there will be a transition period during which many part items will not appear in the list. These will be items that were already archived prior to this change, and the underlying archived record was not saved in a manner that allowed space for later addition of the new reference. However, all items that were not yet archived when you perform this update should appear so long as you check them off as having been received.

Added check for items in new PartsHotList to any action that creates a match in the PartsProcess form.

As a further improvement in the PartsProcess system (i.e., for managing special-order parts via the F8 form), you can now limit the items displayed to those applicable to a particular vendor. This should dramatically ease the task of adding information as is returned by a vendor after your initial order or inquiry, and of checking in actual parts when they arrive. You'll likely find other great uses as well. To use this new feature, simply pay attention down toward the bottom of the initial menu page (which first shows after hitting F8). There's a note there that tells you what to do.

In conjunction with the above, also created a drop-down vendor list as attached to the 'Vendor' box in the PartsProcess form. Using the list, you can simply click on the abbreviation for the vendor of interest, rather than needing to type it. (Note that the contents of this ListBox come from your work in the F10 form -- particularly, when you're checking in a stock shipment and the system asks you to indicate the vendor; if you wish to add vendors to the list, go there and pretend to receive a shipment, add as many vendors as you wish, then just back out before claiming to check any actual items in.)

As a feature connected to both the PartsProcess and InventoryControl systems, added ability to use a PartsHotList. Suppose there are some part numbers that you need to have flagged as requiring return to the manufacturer (i.e., if you're to receive warranty credit). Or, there are ones you want to flag as requiring a core return. Or you may want to flag some indicating the tech gets a bonus every time he uses one. Regardless, if there are any quantity part numbers to which you want to call such particular kinds of attention, it's easy to setup. Follow these steps:

Beginning with this revision, ServiceDesk is designed to look for that file whenever: (a) a special-order parts request is created; or (b) it's indicated that an inventory item was used from stock. If it finds the file, it opens and reads it, looking to see if the presently involved part number can be found in the list. If it is found, the system will display a message informing the user it's "Hot-List" item, and showing the message that you've placed in the file.

Added a File-Export feature to the JobsPerusal form (Shift-F7). To use it, click on that form's 'Print' button, then in the 'Open Printers' dialog box check the item labeled 'Print to File', then follow the prompts. This export will allow you to list (via manipulation in Excel or similar environment) each of the jobs by sequence of date-since-last-history note, and to analyze on that basis.

In the Inventory Control system, there has long been a slight fault in the facility that assists you in ordering restock on the basis of items that have fallen below minimum quantities (the sequence to reach that interface is F10, 'O', and 'D'). In calculating whether any particular part item had fallen below minimums, the system did two simple tallies: (1) of the total quantity that was needed system-wide (i.e., adding up the minimums that are supposed to exist in each location); and (2) of the total quantity found system-wide (i.e., adding quantities at every location). It then compared the two figures; if the total found was less than total needed, it would present the item as one that needed placed in a restock order. If not, it refrained. Problem was, suppose you have two trucks and an office storeroom. Each is supposed to maintain minimum stock of one widget a piece. The office storeroom has 0 and Truck1 has 0, but Truck2 has 5. In this circumstance, since the total counted (of 5) surpasses the total need (of 3), the system would refrain from including the item in the list of restock/order needs. So there was no prompting to order the restock as needed for the two deficient locations (essentially, the system expected you to pull the overstock from Truck2, in order to satisfy the other locations). Anyway, that's now been addressed, as you'll see if the circumstance arises.

In conjunction with the above improvement and process (i.e., ordering restock), it occurred to me that if the system tells you that for a particular line item (such as widgets, for example) you possess 5 as compared to only 3 total needed (and yet still are deficient in some locations), you might form a quick curiosity as to where the surplus is being horded. Thus, I provided a simple right-click option, on the line of interest, which will cause a second instance of the Inventory form to display, showing you how that particular item is distributed throughout your system.

In this connection, you might notice there's another new capability. Traditionally, ServiceDesk allows you to have open only a single instance of any particular form at a given time. In the F10 Inventory form, however, I've found that very often I'd like to do some other lookup, without exiting the particular operation/view that I'm in. For that reason, you can now load up to three separate instances of that form. If you're looking at one instance and want another, just hit F10 again.

A year or so ago we added a feature that warns, when a part is being requested for special order during a PostVisitReport, if it's an item that the tech already possesses on his truck. That kind of warning has now been expanded into a new operation. Specifically, when in the F8 form and marking an item for inclusion in an inquiry/order request (i.e., doing a Ctrl/Right-Click on any info band, while in that mode), the system similarly checks for stock, and will inform you if it's an item that's both in-stock and on which a sufficient quantity is possessed to fill the need.

Also in connection with the PartsProcess system (i.e., managing special-order parts), added a very handy single-button-Show-Parts-Ordered feature. Quite simply, if you're looking at a JobRecord (F7 form) and want to see each PartsProcess item connected to it, either right-click on the form's 'orDer parts' button (this is as opposed to a standard left-click, which will in fact invoke the process by which you create an order request), or strike Ctrl-D on your keyboard (as opposed to Alt-D, which will likewise invoke the button's standard function). If you forget these methods, don't worry. If you simply float your mouse pointer over the button in question, a ToolTip will appear to remind you. (This is similar, incidentally, to the manner in which we've created an extended function for the same form's 'add AttnNote' button; by floating your mouse pointer over that button, a ToolTip will appear that explains its altered function.)

In the Security/Password form (Shift-F11), I thought I'd had the interface (for setting subsidiary passwords and their permissions) working just fine when I created this system some two years ago. It came to my attention, however, that in some situations both the subsidiary passwords and the permissions attached to them failed to save properly (results could be screwy). It turns out my program code did not properly keep track of changed record positions when a user re-sequenced the user list by clicking at the top of any column. That is now addressed, and you should get perfect results -- whether you re-sequence the list or not.

In the TechWindow mode feature (accessed via Alt-W), made it so you can provide each technician with a unique log-on password that is uniquely required by his own log-in. Using this feature, you can make it so each tech is capable of logging in only under his ID (and therefore has access to only his stuff, and can't pretend to be someone else). To implement this feature, go to the Security/Password form (Shift-F11) and under 'Users' setup an account for each tech whose log-on you wish to protect. Provide a unique password, obviously, and in the second column, type the tech's full name precisely as it's listed in the Settings form (Ctrl-F11). What now happens, operationally, is that when anyone attempts to log-in under a particular tech's initials in TechWindow mode, the system looks in the 'Users' section of your password setup to see if there's one provided for the tech in question (again, using his full name). If so, it figures the log-in for that tech is password protected, and demands the password that corresponds (although the MasterPassword will also suffice).

Due to popular demand, made it so invoice printout will include name of technician in circumstances where formerly it would not (e.g., a new printout of the ticket as initiated from the JobRecord). For this purpose (i.e., to determine which technician to indicate), the system reads in the JobHistory to determine which tech most recently had any involvement with the job).

In the UnitInfo form (Shift-F12), when doing a search via serial number, the system will now display not only serial numbers in the drop-down list, but type and make as well.

In the FundsJournal, we previously combined parts credits and electronic funds transfers (EFTs) as though they were one kind of money. Now the two are separated. Please be sure, if it's an EFT, you use the new category. Also added note when opting to export accounting info to QuickBooks that explains issues connected with handling parts credits.

Based on lessons learned and new info provided by LG, honed the LG warranty claim export feature. Expectation is that now the exports should work very well.

Added feature that, when re-scheduling any existing job, checks to see if other jobs exist for the same address. If so, the user alerts user to the fact that other jobs should be considered when scheduling the subject one.

Added export for new LG claims format. There's been no real-world testing of this export yet, so there may still be imperfections to work out. Please let me know what you encounter.

This update also includes a wide array of small fixes and tweaks, each too minor (or particular to a particular issue as addressed by some individual) to warrant specific discussion here, but really, in spite of the long lapse since the last announced update I've not been sitting on my duff.

Added new method for placing orders for non-stocking parts. Now you can use a direct data method. For any supplier that will take an order directly into their system via a simple parts file or text (in the format of PartNumber:Qty, one line per request), ServiceDesk will now accommodate you. Simply designate items for inclusion in the same manner as if you were doing a fax or email request, then select the new option, and follow the prompts.

For those using the ZoneScheduler system, added comprehensive protection against overbooking JOBS absent use of password. You can set the system to require a password for booking above the 'Full' level (85% of total allocation) or at the Max level (equals total allocation). To do that setting, go to the ZoneScheduler form (Shift-F5) and notice that 'Maximum Load' line label is in read. This means that's the higher-than-this-requires-a-password threshold. To change the threshold to 'Full Load' (should that be desired), click on that label. It will then toggle to red (at least after you supply the required password), indicating it's now the threshold.

Overhauled system that checks for duplicate JobRecords upon engaging in Job/Sale action. Depending on your system, the old method could potentially create a significant wait for the Job/Sale form to display. The new method should eliminate that.

You might notice that, since last entry here, we've jumped from 4.2.9 to 4.2.15 (and almost a month has gone by). There's been a ton of work in the underlying structure, making it more robust, smooth, reliable and error free. Most of the work did not involve such notable particulars as to warrant specific description here.

Added a new option in the 'Create Job/Sale' form. You'll see there's now a new box there, where you can directly specify the JobCount value (previously you had to go edit the appointment entry, after creating the job). Also made it so the JobCount value (assuming it's other than 1) will print in the tech's RouteSheet.

Added optional password protections for changing amounts in the FundsJournal and for emailing job histories (these are defaulted as password not required' to change you must go to the Security form (Shift-F11) and specify that a password is required for the operations).

For a very long time, the sharing protocol in the ScheduleList form (F6) has been slightly primitive. If you went there and clicked on an item to edit it, and in the meantime someone else made any change in ScheduleList file, your edits would be disallowed. In a busy office, this could be frustrating. This revision has a major upgrade on the underlying protocols which should make any such frustrations an extreme rarity. Basically, you should not get kicked out of you own edits unless someone else beat you to a change of that very same record.

Did further work on sharing protocols for PartsProcess system (i.e., so that when multiple users are simultaneously working in F8, each user sees and reacts well, in real-time, to changes as made by the other).

Added a major new system to assist users who've failed to properly setup one or more of the major automation systems in ServiceDesk -- in particular the WipAlert, Auto-Archive and SD-Backup systems. Repeatedly, we've found users (particular newer ones) encountering frustration because they'd not implemented one or more of those systems. This new system of 'Automation-Checks' will monitor use and detect when users should have implemented such systems, but have not. When such a condition is detected, it will effectively guide the user toward understanding and implementation of the relevant system.

Added new sort sequence option in MasterPartsPlan (i.e., as accessed via the Ctrl-F10 form). If you did not know, these sort options are kind of hidden there; to access them do a right-click on the button labeled 'Do Sort/Index'. One client in particular thought it would be much easier (at least for inventory-taking purposes) to have items listed in sequence of bin/shelf location, so that is now an option.

Added sharing protocols to enhance simultaneous use (by multiple users) of the PartsProcess system (F8 form). Previously, if both you and another user were in the form at the same time, you wouldn't be aware of any changes they'd made unless you did something specific to trigger a re-load of data. Now, without any action on your part, your display will update within a second to any changes as made by another user there.

Improved message-reaction to various system faults, including network failures, printer errors, and so on. Now the messages will much more informatively guide you toward a productive solution.

Discovered that recently, in some network situations, ServiceDesk had been running sluggishly. This was because of a three-time-per-second file check that I'd programmed in several revisions back, and in some networks each check consumed most of that 1/3 second, resulting in slow operation. Since poor performance is positively unacceptable in the ServiceDesk world, I developed a new method of accomplishing the file check, which (at least so near as I can tell upon present testing), happens speedily in all situations. Hence, if your ServiceDesk was recently acting in a generally sluggish manner, you should find it's much more speedy now.

The upgrade to Version 4.2 is now in general release (i.e., it's no longer beta), and so is available for everyone.

(1) In the PartsProcess form (F8), you can now do a 'Select All' when wanting to mark items for inclusion in a fax/email request. Simply use the standard Windows command that's applicable for that purpose, which is Ctrl-A. You can then individually de-select items, if wanted, via the standard Ctrl-Right/Click action.

(2) Also in the PartsProcess form (F8), you can now generate a faxed-or-emailed 'Status Inquiry' for items already ordered. To do so, select the 'On Order, Awaiting Arrival' category of display (or 'Items Past-Due'), and mark desired items for inclusion just as you would for an original fax/email request (i.e., do a Ctrl-Right/Click on each item you want to include). When all items are marked that you wish to include, hit Enter or Alt-P on your keyboard, and follow the prompts (great idea, Jennifer from Andersson).

(3) For any folks who are quoting varying service call amounts (depending on locale, customer, kind of machine being serviced, etc.), and want to automatically print on the ticket the amount that was quoted, there is now accommodation for that. When you do the Job/Sale process from a Callsheet and the little yellow 'Create Job/Sale' form appears, a simple press of the Ctrl button on your keyboard will cause a new box to display in that form. There's provision in that box to type the amount you've quoted the customer. It will then print on your ticket -- at least assuming you've setup the appropriate field in your InvoicePrinterInstruction file (instructions on this in the very first section of the manual's appendix). You'll notice, incidentally, that next to the box where you can type the quoted amount, there's a presently inactive button labeled 'Pull from Formula'. The idea is we'll be creating a basis by which you can make a simple table that includes a base rate with add-on amounts for particular brands or kinds of machine, zip codes, etc. The system will then be able to reference this table to figure the service call amount, for you, on its basis. We just haven't done this yet. The button is there for that future enhancement.

It's our first version-level upgrade in more than a year and a half (we've been in the 4.1 series since 10/04). If you did not know, we never change the first two elements of the VersionNumber unless there's a structural change in one or more of the underlying data files. That's what we've just done.

Specifically, we've changed the structure of the CstmrDbase Index system so as to accommodate better information in the as-you-type display listings (e.g., off to the side in a Callsheet, or above where you're typing in the F12 form). Instead of showing name, address and telephone number, the display listings will now show name, address, job-date and kind of machine serviced. This has been requested by many, and should make the listings much more informative.

As a related enhancement, the system now indexes all relevant telephone numbers -- so you can effectively search on any telephone number, even if it's not the first one from a party listing (previously it was only the first that would come up in a search).

And, as one further matter, if you use our contract service management program (SD-RevenueBuilder), the CstmrDbase listings now include references to any matching accounts within that system (along with immediate links to such accounts, via the same simple click action that opens matching JobRecords within ServiceDesk).

While most folks loved 'em, there were a few who didn't like the new vector lines in the DispatchMap. For those who prefer the old way, we've added an option in the Settings form (in the green, local section) to go pack to the old plain lines.

Significant upgrade to the DispatchMap. Route-Lines (those lines between each of a tech's jobs) are now more than mere lines. Now each line is a series of chevrons, showing the sequence of jobs from one to the next.

Made several major improvements for those making warranty claims via the on-screen NARDA.

First, there is now contextual data to help you understand and predict which particular NARDA text gets translated into which particular transmission field for ServiceBench, KPI, or other processor. This is particularly germane if there's some item that's not getting through toas wanted, and you're trying to figure out which NARDA box it needs to be in, to achieve ultimate success. If you talk to the processing entity (i.e., ServiceBench, KPI, or other processor) and learn from them which of their transmission fields the item needs to go in, the new Translation-ToolTips in ServiceDesk will tell which precise NARDA box it has to be, in order to get there. To use this new tool, look for a tiny push button that appears, after you select NARDA as the desired form type, just above the Narda radio-option (i.e., in the bottom-left corner of FinishedForm environment, accessed by pressing Alt-F4). Click on the button and follow the prompts.

Also added two new claims formats. First, added a special Sears-claim format to the ServiceBench lineup. And (as a wholly independent processor) added claims exporting for the Fisher & Paykel format.

By the way, each of the particulars in the various FinishedForms (i.e., Generic, Custom and Narda) have been improved. If you've not done so recently, I suggest you update your FinishedForms (it's a separate update from the one that's done quasi-automatically by ServiceDesk). It's a standard download item on our our downloads page, which you can navigate to normally, or use this link.

Big improvement for those few servicers with lots, and lots of techs (you know who you are). Previously, if wanting to invoke any of the litany of methods for printing/transmitting/emailing a tech's list of jobs (or printing a tech's route sheet or printing his PartsPickList), the procedure involved invoking the action once for each tech (by clicking on his name at the top of his list of jobs in the DispatchMap, then selecting the desired option). If you had a lot of techs, this could be tedious. Now, you can do a blanket request for all techs in your lineup. To invoke this new option, just go to the DispatchMap and press Alt-P on your clipboard (this has long been the command to invoke pre-existing print options for your job roster as a whole). Now, there's a new option that comes up, labeled:

"for every tech (but w/o requesting for each individually), invoke one of the options as arise when clicking on his name at the top of his list."

I know, it's a long description, but it gets the point across. Click on it, and you will indeed get the predicted options. Pick your option, and sure enough, the system will run it for each and every tech in your lineup. If you've got several techs, it should save you a lot of effort.

Did further work seeking to eliminate the infamous "Permission Denied" faults as have sometimes been arising. For the first time, I was able to replicate a circumstance where the fault arose and should not have. I suspect a similar dynamic is what has been causing trouble out there, and having replicated, I was able to create a very effective work-around. I suspect ya'll may find the frequency of this annoyance is now dramatically reduced.

Improved printed Job Synopsis (option 'S' when clicking on tech's name at the top of his list of jobs in the DispatchMap) with option (new checkbox in SelectPrinter dialog box) that will cause system to include UIS info (model, serial, purchase date and selling dealer) in synopsis of each job.

For each of the many job-list and route-list printouts emails as available from the DispatchMap, modified code so that, where previously the system would print solely the time or time-frame of the appointment, now it adds any small notes as the user may have placed into the text immediately after.

Made TechWindow mode expand to full screen, to more fully exclude techs from other areas in computer. With more computers being setup these days with resolutions higher than XGA, this was needed.

In the AccountsReceivable form, made it so when you're doing edits there, the system automatically recognizes (and responds appropriately) if the client is tax-exempt.

Addressed a few "small wrinkles" as connected to recent overhaul of CstmrDbase management system. As an example, realized that for unusual situation where a user operates from install on a network drive, it was possible for the system to attempt a copy from a drive to itself. This and other small matters corrected.

So much for major overhauls. Yep, that's what I said I'd done last update -- of the system that works to keep each station equipped with up-to-date Index sets for the CstmrDbase. Well, it wasn't a major enough overhaul. Now I've done one that really is major -- I mean truly, mega-major. Aside from any small wrinkles that may be revealed via real-world operation, the new design promises to be dramatically more trouble-free (in the first place), and infinitely more efficient in accomplishing a solution when one is needed. I'd describe the improvements, but you'll recognize them as they are encountered.

Completed major overhaul of system that works to keep each station equipped with up-to-date Index sets for the CstmrDbase. The previous level of efficiency, in regard to those operations, had left too many people experiencing too much frustration too much of the time. The system now encompasses substantial improvements in several areas, including:

1. Found and fixed a flaw in the indexing itself. It turns out if you had a customer with a two- or three-character name, and if that name precisely matched the abbreviation for one of your HighVolumeClients, that customer's name, address and telephone number did not (until this upgrade) get indexed.

2. Fixed a flaw (as only created in the last release) where stations no longer volunteered to update themselves to a new index as present on the server.

3. Dramatically overhauled mechanisms that manage the "Suspending operations while another computer updates . . ." function. Previously, in a larger office these interruptions could be sufficiently frequent as to be bothersome. Now they should be considerably less frequent, because the system more intelligently distinguishes between where only a particular computer needs to suspend, versus all of them. Above and beyond that, each computer that needs to suspend will react more promptly and reliably -- making associated operations more reliable as well.

4. In a somewhat related action, made it so if the server itself is having its ServiceDesk install updated, any stations that are running off the program file as installed on the server will automatically terminate -- thereby leaving that program file free to be copied over with the newly unzipped one. However, don't expect that to happen with this update. This one has to be in place first -- so that this can happen in the future, with subsequent updates.

Also overhauled much of the program code that's involved in managing the ScheduleList (aka DispatchMap data). For some time, there's been a rare circumstance where ScheduleList data would suddenly be corrupted (thank goodness for automatic backups). In the past week, the problem became chronic for a particular user. It appears the fault (as it eventually proved to be in some other contexts) has been in Windows failing to properly execute a simple FileCopy command. As we've done in other contexts, we've now made it so that after ServiceDesk requests a FileCopy of ScheduleList data, it then double-checks to make sure Windows did it properly.

Using Higher Screen Resolutions: We've found that increasing numbers of people are now using screen resolutions higher than 1024 by 768 (higher resolutions essentially give you a larger desktop, though everything on-screen appears smaller). With any res-setting higher than that 1024 by 768 standard (aka XGA), ServiceDesk does not fill the entire screen (in other words, its dimensions remain at 1024 by 768 pixels). We realized, for those using higher res-settings, and when in ServiceDesk forms where it would really be beneficial to see more at once, we ought to make the system automatically take advantage of the larger space. We've now made it so in two contexts:

1. When you go to the FinishedForm (Alt-F4), ServiceDesk will expand vertically to take advantage of whatever added vertical height may be available on-screen. With a sufficiently vertical height, you can see the entire FinishedForm without need to scroll up or down.

2. When you go to the DispatchMap (F5), ServiceDesk will expand vertically and horizontally to fill the entire screen. This allows you to see a larger overview of your territory in a single screen view, and reduces the need for panning up and down, left of right.

Any reasonably modern system is capable of resolutions significantly higher than 1024 by 768. If your monitor is reasonably large and you're not yet using a higher res-setting, you may want to try one.

Improved Client-Type/Revenue Comparisons: Enhanced the Quality of Service report (F11, Performance Analysis) by adding comparison breakdowns which now show figures for All, Non-HVCs, All-HVCs, and then (as was there previously) each HVC individually (HVC = HighVolumeClient).

Added ability to email special-order parts requests. To use this new ability, use the very same procedure as has historically been used, in the F8 PartsProcess form, to mark items for a fax request (i.e., Ctrl-Right/Click to mark each item that you want to include in a particular request, and when done marking hit Enter on your keyboard, then follow the prompts. You'll now find that at this point there are new email options, from which you may select.

We're getting ready to add several new fields to the Callsheets, including space for a third telephone number and email address. In this release, you'll some re-organization that's been done as prep work for those new fields. Specifically, to make room for a third phone number (to be placed between the two existing ones), we've moved the formerly invisible telephone comment fields from that in-between space into a little corner of each telephone number box. We also made the fields now semi-visible -- and of course made them much smaller, so they'll fit within the tiny corner space. Check it out. We think you'll like it -- especially because there's now room for a third telephone number, to be coming out soon.

Made miscellaneous small improvements and corrections, including repair to recently upgraded ability of system to warn if re-using the same P.O. Number as had already been used. It turned that in some situations the system was returning false positives. That's now been fixed.

Added ability to email invoice IMAGES to technician. This is so the tech, from his remote locale, can then print actual images without having to otherwise be connected to the home office. Lots of people asked for this, and finally we have it.

Overhauled Inventory form's display of parts as applicable to particular inventory location (usually trucks) to display only items that either should be on truck or which system reckons actually are on truck. In other words, the system now excludes display of items that neither are on the truck nor should be on the truck.

Also made numerous small improvements and corrections, particularly as connected with other recently added features.

In connection with new hyperlink capability, users were quick to point out a couple of things I'd not considered.

First, the hyperlink process did not work if the intended hyperlink text had spaces in it (as in "c:/documents and settings/Picture of Jones Kitchen.jpg") The reason is, by default, Windows selects only the particular "word" you double-click on, and it's this selection the system was interpreting as the hyperlink text. To get around this problem, you may now simply enclose your target (if in fact it does include spaces) in square brackets (as in "[c:/documents and settings/Picture of Jones Kitchen.jpg]").

Second, I'd neglected to consider that AttentionNotes (the particular "sticky notes" as involved with current JobRecords) are generally deleted during the archive process (i.e., when a particular record is completed and moved to archive). If you're putting hyperlinks in such notes, obviously, you don't want them deleted as part of that process. I've now revised the code so that, in fact, any "sticky note" in a current JobRecord that includes a hyperlink will be preserved during the archive process, and converted to an archived JobRecord "sticky note."

In connection with the new direct transmission of claims to Key Prestige, discovered that while everything on our end had in fact been perfected, for any particular servicer there are some details of setup that must be done on the Key Prestige end. If those details are not done first, you can still transmit just fine, but your claims will sit in unprocessed limbo (would have been nice if KPI told us that). We have now added code so that, when you go to transmit via this new method, the system will inform you of the need for this setup work, and tell you who to contact at Key Prestige for the purpose (it's Wendell Vicente at 800-377-3678 ext 3061; ask him to create a "library" as needed for direct reception of ftp'd claims).

Earlier I said we'd quickly expand the utility of our new hyperlink capability. We've now created the first such direct-operation enhancement. Now, in any JobRecord ExtraNotes or AfterNotes box, you can place a full-path reference to any Windows recognized document, program or other file. Just double-click on that reference, and ServiceDesk will immediately open the underlying object. In other words, suppose you worked up a detailed job quotation for some client in Word, Excel, or other context. Or suppose you took pictures of damage in a kitchen. Suppose you want to have ready access to any such kind of picture or files, from a JobRecord, in ServiceDesk. No problem, just place text that describes the full path to any such item (e.g., "c:\My Documents\PictureOfJonesKitchen.jpg") If thereafter you're in the JobRecord and want to go to any such linked item, just double-click on its reference. Instantly, you'll be there.

Using the above, you can have as many instant links as wanted to any external program, document, music file, even websites (anything Windows will run). Very cool, but there's still more.

Many have wanted some method to link jobs together in ServiceDesk. Especially if you're doing multiple warranty jobs for the same client at one time (each of which need to be on separate tickets), it would be nice to have a method by which you could link each such JobRecord together -- so that you'd know, for example, not to schedule one without scheduling the others so linked.

Using the above-described hyperlink mechanism, you can now also do that. Essentially, you simply must place a hyperlink on each such job to its counterpart (or counterparts). For internal-to-ServiceDesk hyperlinks (i.e., those from one JobRecord to another) we're using the simple convention of this format (as would be appropriate if linking to a JobRecord with invoice number 37610):

In other words, just make a little text string, using the word "SdJob" followed by a dot (".") then the InvoiceNumber of the JobRecord you're linking too. Once that's there, you can double-click on it whenever wanted, and instantly ServiceDesk will display the indicated JobRecord.

Of course, if you're linking two jobs together (let's call these "JobLinks"), it's likely you'll want these to be reciprocal (i.e., with a link on each, referring to its opposite). That's actually two links. If you had to create both manually, it would be annoying -- so we've added a feature to automate such cross-linking. While we'd liked to have added a new button to the two JobRecord forms (i.e., current and archived) for this purpose, there's no readily vacant space. Instead, we're making another button do double-duty. If you float your mouse pointer over the 'Add AttnNote' button in the F7 form (or corresponding 'Add AfterNote' button in the Archived-JobRecords form), you'll see a ToolTip come up that tells you to access this feature via either mouse or keyboard action (essentially, either right-click on the button or hit Ctrl-E on your keyboard). You'll see it's very obvious from there.

Also, in connection with this work, we made the two kinds of "sticky notes" automatically reduce their width when less than standard width is needed to display included text. This allows them to obscure less of the text behind them.

Though we've not done it yet, we'll soon add a feature that automatically offers to create these links when you're creating a new job and the system detects it's for the same location as a job already pending.

Unrelated to the above, we also significantly enhanced the behind-the-scenes utility that warns if you're about to create a new JobRecord using a P.O. Number (or other job-identifying code as provided by client) that's already in-use. Previously, the system only did this check when actually creating a JobRecord, and it was limited in how far into past history it would search. Now it searches ten times further and faster into past history. More importantly, it does not wait until creating a JobRecord to perform this check. It performs it immediately after the job-identifying number (as provided by client) has been entered into a Callsheet.

And we overhauled PartsLabel-printing as connected to full label sheets (i.e., Avery 5261 type forms with 20 labels per letter-size sheet). Now the system is perfectly accurate, and it will print both columns on the page, so there's no longer a need to rotate a page around and feed it back through for printing in the second column.

Finally (and not least significantly), dramatically overhauled the applicable program code, as used in the JobsPerusal form (Shift-F7), to determine which tech was last involved with a job. Formerly, the program code would simply look to see which tech was last dispatched on a job, and would ignore entries such as if the job had been assigned to a tech (though not yet actually dispatched) upon scheduling, and would ignore entries regarding actual work done even if they were

This menu option	This one

Leads to this	Leads to this

Old "File Functions" Menu	Improved and Simplified "File Functions" Menu

New form option in Alt-F4	User picks which of multiple saves should be loaded

Segment from right-side old form	Segment from right-side new form

Old Dropdown	New Dropdown