Tag Archives: Service Requester

MC v6.0 – 2 of 6 – Service Requester


In this second post in the series highlighting MC v6.0, we will explore the numerous enhancements available in the Service Requester. The new version of the Service Requester is available to all MC v6.0 customers, but is not installed by default during the upgrade, allowing customers to retain their current functionality if preferred. MC v6.0 Customers who would like access to these new features should contact Maintenance Connection Support to request this enhancement.

We will review three features available in the new Service Requester; the ability to reorder field display, valuable changes to the Service Request Status Page, and tools to edit the instructions on numerous pages. These changes are enabled using the Service Requester Configuration option available from the Tools Menu.

Reorder Field Display

Customers can now set the order of fields displayed on the Submit Service Request Page. To modify field order:

  • Access the Submit Service Request Tab and click the Set Display Order… link on the lower right, below the field list:

  • The Requester Field Order Dialog will display, allowing you to specify the sequence for the fields. For example, to reorder the following field list to have Reason appear before Asset, and Needed By moved to the bottom, the dialog might appear as follows:

  • When you are finished, click the Apply/Close Button. MC v6.0 will confirm that the change was successful and return you to the Submit Service Request Tab.
  • With the above settings, the revised Submit Service Request page will appear as follows:

Service Request Status Page Enhancements

The Service Request Status Page now honors a new permission (Module: System) that allows users to view all service requests, rather than just those they have created. The page still defaults to the logged in user’s requests, but can be filtered to other users or “All Requesters.” With the ability to view a higher volume of service requests, it is more important to be able to filter the requests shown. As such, the page can now be configured to include filtering by a number of fields, including shop, department, type, problem and location.

To set up the Service Request Status Page for filtering:

  • Access the Submit Service Request Tab. Use the column on the far left of each field listed to specify that the field should be available for filtering on the Service Request Status Page. In the following example, fields would be available to filter by Location, Shop, Type and Priority.

  • Click Apply when done, and then Preview to take a peek at how this would appear on the Service Request Status Page.

If the user has access to multiple Repair Centers, the first filter displayed will allow them to switch Repair Centers. The Request Status Filter will always display, showing standard values for Request Status.

The newly specified fields will also be available to filter the list of requests displayed. Opening a dropdown control will only include the values that are specified on the full record set. For example, the Requester Dropdown would only show Requesters from the selected Repair Center who are associated with an open request (or a closed request from the defined time period). The same filtering is in effect on the other fields, including “Shop” as shown above. This ensures that the dropdown values remain manageable.

Tip: A “System Preference” is available to specify the number of days in the past closed requests should show on this page.

Instructional Text Editing

Instructional text can now be edited by customers on the Submit Service, Service Request Status, Submit Feedback and Help Pages.

To edit instructional text:

  • Access the Main Menu Tab.
  • Click the Edit Button next to the page on which instructional text is to be edited.

  • A dialog will open prompting you to modify the text content and style as desired.

  • Click Apply when done, and then Close to return to the Main Menu Tab.
  • Click Preview and then select the modified page to view the modified text:

How do I get more info on the Service Requester Enhancements?

  • MC User Connect Video: Tutorials and Docs -> Tutorials -> MC v6.0 -> Service Requester Enhancements
  • User Guide: System Administration->Service Requester Configuration

Check back next week for information about the new Shift Module and enhancements to the MC v6.0 Calendar Features.

Tip: Remember to check out the MC User Connect Tutorials and Docs Page for the latest videos being published on MC v6.0 Features.

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Features Used Lightly – 1 of 3


There are many wonderful features within Maintenance Connection, and some that we think are very interesting yet not used much. In this first in a three part series about lightly used features in Maintenance Connection, we will review the ability to modify the colors and HTML text displayed in the Service Requester.

To access the Service Requester Configuration tool, open the Tools Menu and select Service Requester Configuration… The Service Requester Configuration tool will open:

Customize Service Requester Colors or Background

The Appearance Tab of the SR Configuration Tool allows you to set the color of displayed titles, headers, text and links. You can even set a background color/image or modify the logo displayed.

To change the color, click on the color dropdown control to the right of the attribute to be altered and click on the desired color. For example, to change the blue “Text Link Color” to a shade of green, you might select the color shown at the bottom of the color palette:

You can continue modifying color selections for different types of text to be displayed on the SR Pages. When you are finished, click the “Apply Button” and then click “Preview“. Your new color selections will display:

.

Customizing HTML Pages

The default Main Menu tab includes “Edit” buttons allowing you to customize the Welcome, Customer Service and FAQ Page. Only the pages that are “checked” have been designated to display in your Service Requester.

To edit the content and appearance of one of these pages, click the “Edit” Button to the right of the page name. For example, clicking the “Edit” Button to the right of the FAQ Page might appear as follows:

The content of the displayed text can be modified through simple text editing. To change the format of the displayed HTML Text, simply select the text and then select the desired option from the toolbar. For example, selecting text and clicking:

  • – would change the selected text to italic.
  • – would bring forward the color picker on which a color can be selected.

 

Click “Apply” when finished and then click “Close“. Click “Preview” to view the new page in the Service Requester. The updated HTML might appear as follows:

For more information on Service Requester Configuration, refer to the System Administration: Service Requester Configuration section of the Online User Guide.

Configuring the Service Requester – Week 3 of 3


In this third post regarding Configuring the Service Requester, we will discuss how to set up the SR to send an email notification when work orders are generated from a service request.

Use the Rules Manager to Set Up Email Notification

The Rules Manager can be used to set up an email notification for all work orders generated from a service request, or only work orders that meet particular criteria, such as work orders of a high priority or those requiring shutdown of an asset. Notifications can be sent to individuals associated with the work order (such as the “assignee”) and/or another specified email address. You can even modify the content of the email.

To set up an email notification rule, use the “Rules Manager” option on the MRO Tools Menu. When the Rules Manager appears, click the Notification Rules Tab.

Ensure the correct Repair Center is specified in the upper right of the dialog and click the Button at the bottom of the dialog. The “New Auto-Email Rule” Dialog will appear, prompting you to specify the event that will invoke the rule. Scroll down the list and select the EVENT labeled: “New Work Order (Created Using the Service Requester)”. The selected event name will automatically be populated into the Rule Name at the top of the dialog. Be sure to specify the Repair Center for the rule (below the name).

If you want the email to be sent whenever a service request is generated, you do not need to specify criteria. However, if you only want emails to be sent under certain conditions, click the Criteria Sub-Tab. Use the Edit Button at the bottom of the dialog, to define criteria (such as “Priority is 01-High” or “Target Date is within Current Week”).

To specify who should receive the email, click the Associated Recipients Sub-Tab. Let’s click the “Requester” checkbox to indicate that the individual requesting the work order should receive an email.

The Recipients Sub-Tab is used to specify additional recipients that should receive the email. Notice that you can specify an individual to receive the email only when there are no “associated recipients” (such as when there is no default assignment) or in all cases. To test this feature, you can enter your own email address as an “Additional Recipient.”

When you are finished defining this email notification rule, click the Button at the bottom of the dialog. The new rule will be saved as “Enabled” by default and listed in the Rules Manager.

Once the rule has been saved, you can “Edit” the rule and use the sub-tabs available to alter the Message Text/HTML or other email settings.

Don’t forget to sign up for the October 27-28th
Western Regional Training Seminar at the Palms Resort in Las Vegas.

Configuring the Service Requester – Week 2 of 3


In this second post regarding Configuring the Service Requester, we will discuss how customers with onsite installations of Maintenance Connection can set up the SR to allow users to upload files, such as images or documents.

Configuring the SR to Allow Attachments

Customers with onsite installations of MC are taking advantage of this helpful feature that allows users entering service requests to attach pertinent documents and images. The attachments, such as an image of damaged equipment or further explanatory documentation, are then automatically attached to the generated work order.

To configure the SR to allow for updating of images or attachments, use the “Service Requester Configuration…” option on the MRO Tools Menu. When the Configuration Tool appears, click the Submit Service Request Tab…

Customers with onsite installations of MC will notice that the following three checkboxes are available in the far right column of the field list:

These options allow you to specify whether or not users should be able to upload Documents, Images or Misc Files from the Service Requester. The Documents option allows users to attach a document from your current Documents Library, but does not allow them to upload a new document. The “Images” and “Misc Files” options allow users to upload new images or file attachments that will be directly associated with the generated work order.

Let’s check the options for Images and Misc Files and look at how this affects the SR:

To save the changes you have made, be sure to click the Button (you can also click Save, but this will close the Configuration Tool).

To see how this will appear on the actual Service Requester, click the Button in the lower left of the Configuration Tool. The “Submit Service Request” Page will appear, displaying new sections for uploading “Images” and “Misc Files.”

In the following example, the user has used the available “Add” buttons to specify an image and file to be attached:

These attachments would be accessible from the Work Order: Attach Tab of the generated work order.

 

Coming Postings…

Next week, in our final blog in the series on Configuring the SR, we will discuss how to set up an email notification for Service Requests.

Reminder: Maximize your investment in MC by attending the October 27-28th
Western Regional Training Seminar at the Palms Resort in Las Vegas.

Configuring the Service Requester – Week 1 of 3


Have you ever wanted to remove a field displayed in the Service Requester? In this first of three posts on the Service Requester, we will discuss how to define the fields displayed and how to ensure users enter values into required fields.

Seminar/Reminders
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Configuring Display Fields
To configure the fields that should be displayed on the Service Requester, use the “Service Requester Configuration…” option on the MRO Tools Menu. When the Configuration Tool appears, click the Submit Service Request tab…

For each field listed, you can specify whether or not it should be displayed on the Service Requester and whether or not the user should be required to enter a value in the field prompt. There are two checkboxes prefacing each field name; the one on the right specifies whether or not the field should be displayed; the one on the left (marked with the exclamation point) allows you to designate if entry should be required.


In the above example, only the Type and Priority fields will be displayed, and the user will not be required to complete either field. The Submit Service Request Page might look like this…

Let’s go ahead and change the Configuration Tool to prompt the user to enter the date the repair is “Needed By”. To do this, check the box immediately to the left of the “Needed By” field (click in the box). Similarly, if you want to require the user to specify the “Type” of problem, check the “required” box in the left column. Your new configuration page might look like this:

To save the changes you have made, be sure to click the Button (you can also click Save, but this will close the Configuration Tool).

To see how this will appear on the actual Service Requester, click the Button in the lower left of the Configuration Tool. The “Submit Service Request” Page will appear showing the changes you specified. Notice how the Needed By field now appears and the Type Field now indicates it is “Required”. The user will not be able to “Submit” a Service Request without completing all fields designated as required.

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