ServiceManager - Guide - Add-On User Guide PDF

Service Center Add-On User Guide
Service Center Add-On User Guide Copyright 2008 Technisoft Pty Ltd
About Technisoft
Technisoft is a senior Sage Accpac Development Partner that has been providing Service Management software
solutions for over twenty years.
Service Manager, Technisoft's flagship product, has been the recipient of multiple "Accpac Product of the Year"
awards.
Contact Information
Geographic Address Technisoft Pty Ltd

Suite 7, 2484 Gold Coast Hwy
Mermaid Beach QLD 4218
AUSTRALIA
Postal Address Technisoft Pty Ltd

PO Box 5069
GCMC QLD 9726
AUSTRALIA
Telephone +61 7 5554 5844
Fax +61 7 5554 5522
Email technisoft@technisoft.com.au
Website http://www.technisoft.com.au
Copyright 2008 Technisoft Pty Ltd. All rights reserved.
Technisoft Pty Ltd

Publisher
Publication Date: April 30, 2008
No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise
duplicated on any medium without the written consent of Technisoft Pty Ltd.
Use of the software programs described herein and this documentation is subject to the Technisoft Pty Ltd
License Agreement enclosed in the Software package.
All product names referenced herein are trademarks of their respective companies.
Technisoft Pty Ltd
Service Manager License Agreement
Technisoft Pty Ltd ABN 80 010 730 588 End User License Agreement
CAREFULLY READ THE FOLLOWING TERMS AND CONDITIONS BEFORE INSTALLING ANY SOFTWARE PROGRAMS AVAILABLE ON THIS
CD.
THIS AGREEMENT WITH TECHNISOFT PTY LTD OF SUITE 7, 2484 GOLD COAST HIGHWAY, MERMAID BEACH, QUEENSLAND, AUSTRALIA
("TECHNISOFT") GOVERNS THE TERMS BY WHICH YOU MAY USE SERVICE MANAGER SOFTWARE. THE ACTION OF INSTALLING ANY
SERVICE MANAGER SOFTWARE PROGRAMS WILL INDICATE YOUR ACCEPTANCE OF THIS AGREEMENT. THAT IS YOU ARE CONSENTING
TO BE BOUND BY AND ARE BECOMING A PARTY TO ALL THE TERMS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO ALL OF THE
TERMS OF THIS AGREEMENT, DO NOT OPEN THE PACKAGING, INSTALL OR USE THIS SOFTWARE, AND PROMPTLY RETURN THE
COMPLETE PACKAGE TO THE DEALER FROM WHOM YOU OBTAINED THIS SOFTWARE FOR A FULL REFUND OF THE PRICE YOU PAID FOR
THIS SOFTWARE.
You are responsible for selecting the Software to achieve your intended results and for the installation, use and results obtained from the Software.
1. LICENSE GRANT
This License becomes effective from the time that you open the packaging in which the Software was sold to you.
Subject to the terms and conditions of this Agreement, Technisoft grants to you a personal, non-transferable and non-exclusive license, without the right to grant
sub-licenses, to use the Service Manager for Windows software, any associated data files and any related printed material (collectively "Software"). You are not
granted any rights in and will not receive any source code for the Software as part of this license.
You may:
A. depending upon the number of Sage Accpac ERP LanPaks you are licensed to use, either use this Software on a single standalone Computer or in a Multi-user
environment, in accordance with normal operating procedures as notified by Technisoft and as set out in any related printed material;
B. either: (i) make one copy of the Software solely for backup or archival purposes in support of your permitted use of the Software, or (ii) transfer the Software to
a single hard disk, provided you keep the original solely for backup or archival purposes.
You may only install this Software on the number of processors that you are licensed to install Sage Accpac ERP on in conjunction with Sage Accpac ERP
LanPaks. You may not create more active employees than you are entitled to create in accordance with the Service Manager Employee Pack that you are licensed
to use.
Restrictions
Subject to any law to the contrary, YOU MAY NOT:

(A) INSTALL THIS SOFTWARE ON ANY OTHER PERSON'S OR ENTITY'S COMPUTER, NETWORK, OR ANY OTHER FORM OF ELECTRONIC
DEVICE;
(B) TRANSFER OR RENT THE SOFTWARE OR USE, COPY OR MODIFY THE SOFTWARE, IN WHOLE OR IN PART, EXCEPT AS EXPRESSLY
PERMITTED BY THIS AGREEMENT;
(C) DECOMPILE, REVERSE ASSEMBLE OR OTHERWISE REVERSE ENGINEER OR ATTEMPT TO REVERSE ENGINEER THE SOFTWARE;
(D) REPRODUCE, DISTRIBUTE OR REVISE THE SOFTWARE;
(E) REMOVE OR DESTROY ANY OF OUR PROPRIETARY MARKINGS ON THE SOFTWARE;
(F) USE THE SOFTWARE FOR ILLEGAL PURPOSES; OR
(G) USE THE SOFTWARE TO PROVIDE FACILITY MANAGEMENT, SERVICE BUREAU OR OTHER ACCESS AND USE OF THE PROGRAM TO
THIRD PARTIES.
The Software is not fault tolerant and is not designed or intended for use in hazardous environments or in relation to high risk activities requiring fail-safe
performance, where the failure of the Software could lead directly to death, personal injury or severe physical or property damage. Technisoft expressly excludes
any liability relating to the use of the Software for such purposes.
2. LICENSE FEES
You must pay a license fee for your right to use the Software.
Technisoft may charge additional fees for documentation, technical support and upgrades.
3. TITLE, CONFIDENTIALITY AND RESTRICTIONS

Title, ownership rights and intellectual property rights in and to the Software, whether in its original form or as modified from time to time, are not transferred to
you and remain with Technisoft. You acknowledge and agree that the Software is a trade secret, protected by Technisoft's copyright rights and is proprietary
property of Technisoft. You and your employees must keep the Software strictly confidential and must not remove or destroy any proprietary markings of
Technisoft. You and your employees must not distribute the Software or, except as permitted by this agreement, must not make or permit others to make copies of,
use or reproduce any part of the Software in any form. You agree not to use or provide access to the Software to any person, including as part of a service bureau
or to process third party data. You must not redistribute or store any data files provided to you by Technisoft other than in the usual operation of the Software.
You are responsible for the supervision, management and control of the use of the Software. You must take appropriate action by instruction to ensure that (where
applicable) your employees comply with the terms of this agreement. If you know or have any reason to suspect any breach of this section, you must promptly give
full notice and information of such to Technisoft for possible action to secure and preserve Technisoft's rights. The obligations under this section will survive any
termination of this agreement.
4. SUBMISSIONS
Any materials that you submit to Technisoft whether as feedback, data, questions, comments, ideas, concepts, techniques, suggestions or the like (excluding any
data that you provide to Technisoft on a confidential basis for the purpose of testing or repair), are provided for Technisofts unrestricted use and shall be deemed
non confidential upon submission. Upon submission of material to Technisoft, you grant Technisoft, its officers, employees, agents and related entities, a royalty
free, worldwide, perpetual, irrevocable license to use, copy, transmit, distribute, create derivative works of, commercialize, or display such submissions.
You acknowledge that any data conversion conducted by Technisoft on your behalf is subject to the likelihood of human and machine errors, omissions, delays and
losses, including inadvertent loss of data or damage to media, that may result in loss or damage to you or your property. Technisoft will not be liable for any such
errors, omissions, delays or losses, unless directly caused by Technisofts gross negligence or wilful misconduct. You are responsible for adopting reasonable
measures to limit the impact of such problems, including backing up of data, adopting procedures to ensure the accuracy of input data, examining and confirming
results prior to use, adopting procedures to correct errors and omissions, replacing lost or damaged media, and reconstructing data.
5. LIMITED WARRANTY AND LIMITATION OF LIABILITY

Technisoft warrants that the media upon which the Software is provided to you will be free from defects in materials and workmanship for a period of ninety (90)
days from the date of delivery of the Software to you.
EXCEPT AS EXPRESSLY PROVIDED TO THE CONTRARY IN THIS AGREEMENT, THE SOFTWARE IS PROVIDED TO YOU "AS IS". TO THE
EXTENT PERMITTED BY LAW, ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE EXCLUDED BY TECHNISOFT. IN NO EVENT WILL
TECHNISOFT OR ITS AUTHORISED DISTRIBUTORS, RE-SELLERS OR ITS AGENTS, EMPLOYEES OR REPRESENTATIVES BE LIABLE TO YOU
OR ANY OTHER PERSON FOR ANY CONSEQUENTIAL OR INDIRECT LOSS, INCLUDING WITHOUT LIMITATION, TIME, MONEY, GOOD WILL,
LOSS OF CUSTOM, LOSS OF DATA OR LOST PROFITS, WHICH MAY ARISE FROM THE USE, OPERATION, MAINTENANCE, MODIFICATION OR
FAILED USE OF THE SOFTWARE. THIS LIMITATION OF LIABILITY DOES NOT APPLY IN JURISDICTIONS THAT PROHIBIT THE LIMITATION
OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES.
Technisoft's liability to you for breach of a condition or warranty included in this Agreement or that cannot be excluded by law is limited in all circumstances to one
of the following options, as selected by Technisoft:
(a) for services supplied by Technisoft, at Technisofts option:
(i) to re-supplying the service; or
(ii) to the cost of re-supplying the service; and
(b) for goods supplied by Technisoft, at Technisofts option:
(i) to replacing the goods or re-supplying equivalent goods;
(ii) to the repair of the goods or acquiring equivalent goods; or
(iii) to paying the cost of having the goods repaired.
Technisoft shall not be bound by or liable for any representations or warranties regarding the Software made by any third party, including any of Technisofts
authorized Resellers, Installers or Consultants, and their agents, employees and representatives.
Technisoft makes no representations, warranties, endorsements or guarantees regarding the skills or qualifications of any authorized Technisoft Reseller, Installer
or Consultant and you are encouraged to independently investigate the skills and qualifications of any authorized Technisoft Reseller, Installer or Consultant with
whom you associate.
Technisoft does not recommend any one Technisoft Reseller, Installer or Consultant over another. Technisoft Resellers, Installers and Consultants are not owned
or controlled in any way by Technisoft.
This Software is subject to change without notice.
6. INDEMNIFICATION
You agree to indemnify Technisoft, its officers, employees, agents and related entities, for all loss, damage and costs (including legal costs) that Technisoft may
suffer or incur arising out of your (or your users) use or misuse of the Software or in respect to any claim made or legal or regulatory action brought against
Technisoft arising out of or relating to your conduct, your use or misuse of the Software.
7. DEFAULT AND TERMINATION

Either party may terminate this agreement immediately in the event of default by the other party. Technisofts right to terminate this agreement upon your breach of
this agreement is in addition to any other legal remedies that may be available to Technisoft.
On termination of this agreement by either party, unless you enter into another agreement with Technisoft allowing you to continue to use the Software, you must
immediately discontinue the use of the Software, and return to Technisoft or destroy within 3 days of the date of termination all copies of the Software in your
possession or control, and delete all copies or partial copies (if any) of the Software from your computers, libraries and storage devices. On termination of this
agreement by Technisoft, you are not entitled to a refund of any license fees paid by you.
8. UPDATES
This license does not grant you any right to enhancements or updates to the Software but Technisoft may, at its sole discretion, make updates or service packs
available to you. Technisoft reserves the right to charge fees for any updates or service packs that it may release from time to time.
9. SUPPORT
The Software is provided without any maintenance or support obligations whatsoever including, without limitation, upgrades, updates or modifications.
10. NO INDEMNIFICATION
Technisoft does not and will not indemnify you for any loss or damage arising from or relating to use of the Software, including any claim of intellectual property
infringement relating to use of the Software.
11. SEVERABILITY
If any provision of this agreement is held to be invalid, unenforceable or illegal for any reason, this agreement will remain otherwise in full force apart from those
provisions, which will be deleted.
12. GOVERNANCE
This agreement will be governed by the internal laws of the State of Queensland, Australia, without regard to the principles of conflicts of laws. Both parties agree
to submit to the jurisdiction of the State Courts of Queensland and Federal Courts in Queensland.
You agree to comply with any trade restrictions or export laws that may be in force from time to time in any jurisdiction in the world in relation to your use of the
Software.
Contents I
Table of Contents
Chapter 1: Overview............................................................................................................................1
Chapter 2: Licensing............................................................................................................................3
and Product Registration
Chapter 3: Using the............................................................................................................................5

Service Center Add-On
.......................................................................................................................................
3.1 Company Options 5
.......................................................................................................................................
3.2 Setting up a Service Center 8
.......................................................................................................................................
3.3 Assigning Employees to Service Centers 12
.......................................................................................................................................
3.4 Setting up a Default Service Center for a Site 13
.......................................................................................................................................
3.5 Assigning Subcontractors to Service Centers 14
.......................................................................................................................................
3.6 Creating a Job including Service Center information 15
Index ................................................................................................................................................21
Overview 1
Chapter 1: Overview
Introduction
The Service Manager Service Center Add-On is an optional Service Manager product. It provides
additional functionality to enable jobs, employees, schedules, sites, postings, and even day end to be
processed, and/or viewed by Service Center, depending on the security rights that each employee in
Service Manager has been granted. Service Centers can maintain their own numbering system as well so
that each center's jobs can be easily identified.
The ADMIN User has access to all Service Centers by default.
This function in conjunction with Segment Override, allows for Service Center/Branch accounting in the G/L
as well. A segment can, for example, be set up in your G/L account mask to enable definition by segment,
or you can simply override existing segments according to Service Center being used. Segment override
can be achieved at Job Type, Phase or Employee level.
As an example of how this new feature set operates, it is possible to assign an employee to a Service
Center, and when that employee logs in to Service Manager, they will only see Jobs for the Service Center
they have been assigned to in Document Entry, Job Manager and other programs where Service Center
management is applicable. This means access from a WAN or remote session can be tailored to those
users' rights.
Service Centers can maintain their own numbering system so that each center's Jobs can be easily
identified.
Further Information
If you are an End User and would like more information about this product, please contact your Sage
Accpac Solution Provider.
If you are a Business Partner and would like more information about this product, please contact
Technisoft.
Licensing and Product Registration 3
Chapter 2: Licensing and Product Registration
To use the Service Manager Service Center Add-On, you must purchase the product and then register it.
Product registration is usually the responsibility of your Sage Accpac Solution Provider, but you can
register product directly if you wish. Simply complete the Registration form at
http://www.technisoft.com.au/support/productregistration.aspx.
A fully activated license file will be forwarded to you, normally within 24 hours of registering your product.
Once the license file has been received it only needs to be copied to your ACCPAC Shared Data Directory
as it is already activated. The ACCPAC Shared Data Directory is usually located at:
<X>:\Program files\ACCPAC\
where
<X>:\Program Files\ACCPAC\ is the ACCPAC Shared Data Directory
<X> is the drive letter of the installation
Note: Service Manager Service Center Add-On functionality will only be available if the product has been
registered and activated.
Using the Service Center Add-On 5
Chapter 3: Using the Service Center Add-On
This section explains how to use the Service Manager Service Center Add-On.
For additional information about using Service Manager, refer to the Service Manager User Guide.
To use Service Center functionality, you must:
Enable Service Center functionality in Company Options
Set up the Service Centers - the number that you can set up will be determined by your Service Center
licence
Assign Employees to the Service Centers.
You may also:

Assign Subcontractors to the Service Centers
Set up a default Service Center for a Site
Track Financial Statistics for the Service Center.
3.1 Company Options

There are several options that need to be set before you can set up Service Centers and use Service Center
functionality.
Use Service Center Functionality
Tick the Use Service Center Functionality check box in
Processing tab
6 Company Options
This will enable the Service Centers icon in V/M Setup V/M General.
Track Financial Distribution Statistics for Service Centers
To track Financial Distribution Statistics by Service Center, tick the Track Service Centers check box
in
Misc. tab
Refer to the Financial Statistics topic in the Service Manager User Guide. Select Service Centers in
the Display field.
8 Setting up a Service Center
3.2 Setting up a Service Center
Click the Service Centers desktop icon. The Service Centers window will be displayed.
Profile tab
In the Service Center field, enter an existing Service Center Code or use the Finder or navigational
arrows to select the required Service Center.
To create a new Service Center, click New and then enter the Service Center Code that you require.
Note: For the Service Center to be available in Service Manager, you must tick the Active flag.
Enter the Service Center Name, Address details and Comments.
Specify a Default Item Location for the Service Center, if applicable.
Numbering tab
Click the Numbering tab if you wish to use unique Document Numbering for this Service Center.
Response tab
Click the Response tab to view or change the Business Hours of the Service Center. Business Hours are
used primarily within Job Manager.
G/L Segments tab
Click the G/L Segments tab to override the default G/L Account Segments for this Service Center.
Tick the Override G/L Account Segments check box and then select Division or Region to override
these G/L Segments.
Note:
G/L Segment Overrides can be set for any of the following: Employee, Phase, Job Type, Service
Center (if the Service Manager Service Center Add-On is installed). If you are using User Specified
G/L Accounts in Service Setup, all G/L Segment Overrides will be ignored when Day End is processed.
If you add a Service to a Job using a Service Center that has a G/L Segment Override and then turn
off G/L Account Segment tracking for that Service Center before running the Day End process, the
resultant G/L entries will not have G/L Segment Overrides, as Segment Overrides are processed during
the Day End process.
Refer to the Day End Processing of G/L Segment Overrides topic in the Service Manager User
Guide for information about how Day End processes G/L Segment Overrides and what happens if a G/L
segment account does not exist.
Employees tab
Click the Employees tab to list all Employees assigned to this Service Center. As no Employees have been
assigned to this Service Center yet, none are listed.
Click [Add] or [Save] to save the new Service Center details. This procedure will activate the Service
Center and make it ready for use.
Click [Close] to exit the setup procedure.
3.3 Assigning Employees to Service Centers
Processing tab
After setting up the Service Centers you next need to assign Employees to those Service Centers.
If you do not assign an Employee to a Service Center then that Employee will effectively be assigned to all
Service Centers.
If you tick the Restrict Finders to this Service Center ONLY check box and assign the Employee to a
Service Center, that Employee will only see Jobs and other documents for that Service Center in their Finders.
That Employee can still be manually applied to another Service Center though.
If this function is used in conjunction with the Service Manager security option All Non SC Employees (Allow
Non Service Center Employees), then that Employee cannot be seen by or added to another Service Center.
Refer to the Service Manager Security topic in the Service Manager User Guide.
This also affects screen views in Job Manager. i.e., if an Employee has not been granted Allow Non Service
Center Employees, that Employee will not be visible in other Service Centers. i.e., the Employee will only be
visible in the Service Center they have been assigned to.
The Processing section of the Processing tab has two extra options available when the Service Manager
Service Center Add-On is activated.
Default Service Center - Select the default Service Center that this employee is assigned to.
Restrict Finders to this Service Center ONLY - An employee can be restricted to the selected Service
Center Only by checking this box.
You must also verify that the Employee is Active.
Note: An Employee such as ADMIN should not be restricted to a particular Service Center.
3.4 Setting up a Default Service Center for a Site
Processing tab
Assign your Sites to particular Service Centers so that Job creation for that Site can be restricted by Service
Center. i.e., only Employees assigned to that Service Center can create or modify Jobs for that Site.
Leave the Site Service Center Code blank if you want to have that Site available across all Service Centers, or
to Employees with unrestricted rights.
14 Setting up a Default Service Center for a Site
3.5 Assigning Subcontractors to Service Centers
Profile tab
Assign a Service Center to your Subcontractors to limit access for that Subcontractor to that Service Center.
If you leave the Service Center Code blank, that Subcontractor will effectively be assigned to all Service
Centers.
You must also verify that the Subcontractor is Active.
3.6 Creating a Job including Service Center information

Click the Document Entry desktop icon.
Once Service Centers is enabled and configured for Employees and Sites, the drop-down list bar becomes
active and Service Manager will automatically populate fields with default settings as defined in the setup
procedure.
Step 1: Select Service Center
The Service Center drop-down field is located immediately below the main toolbar. It can be used to
specify the Service Center, and likewise will display the Service Center of the active document.
16 Creating a Job including Service Center information
Step 2: Click Go
Click Go to start creating the new Job. The Header window will be displayed with the selected
Service Center shown.
You must enter a Site for the Service Center field to be updated as it will display the last used by default
for a new Job.
Header window with Site selected
The system will display updated information in the Service Center fields.
Once details have been entered into the Header window, click [Accept] to continue creating the new
Job. The Billing Options window will be displayed.
18 Creating a Job including Service Center information
Step 3: Select Billing Options
Select the Processing Method and Tracking Options required and then click [Accept] to continue. The
Phase window will be displayed (if you cleared the Load Job Type Phase check box).
Step 4: Specify Phase Options
Specify the Phase details and then click [Accept] to continue. The Document Entry window will be
displayed.
Step 5: Save the Job
Click the Save icon on the toolbar.
This will allocate a Job number to the newly created job. Note the unique Job prefix used to differentiate
between the Service Centers. This was set up in the Service Center Numbering tab 9 .
We now have a standard Job in the system and can start adding Equipment, Billing Groups, Services and
Items to the Job as per normal.
Index 21
Index Skill Levels 5
-A-
Assigning
Employees to Service Centers 12
Subcontractors to Service Centers 14
-D-
Default Service Center for a Site 13
-E-
Employees
Assigning to Service Centers 12
-F-
Financial Distribution Statistics
Tracking 5
-G-
G/L Accounts
G/L Segment Overrides 10
G/L Segment Overrides 10
-J-
Jobs
Creating a Job using Service Center information
15
-L-
Licensing 3
-P-
Product Registration 3
-R-
Registering Product 3
-S-
Segment Overrides
G/L 10
Service Centers
Enabling Service Center Functionality 5
Setting up
Service Centers 8
The Default (primary) Service Center for a Site
13
Subcontractors
Assigning to Service Centers 14
-T-
Tracking
Components 5
Financial Distribution Statistics 5
Maintenance 5
Meter Readings 5
Notes

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Service Center Add-On User Guide

Geographic Address Technisoft Pty Ltd

Postal Address Technisoft Pty Ltd

Telephone +61 7 5554 5844

Fax +61 7 5554 5522

Copyright 2008 Technisoft Pty Ltd. All rights reserved.

Technisoft Pty Ltd

Publication Date: April 30, 2008

Subject to any law to the contrary, YOU MAY NOT:

(D) REPRODUCE, DISTRIBUTE OR REVISE THE SOFTWARE;

(E) REMOVE OR DESTROY ANY OF OUR PROPRIETARY MARKINGS ON THE SOFTWARE;

(F) USE THE SOFTWARE FOR ILLEGAL PURPOSES; OR

3. TITLE, CONFIDENTIALITY AND RESTRICTIONS

5. LIMITED WARRANTY AND LIMITATION OF LIABILITY

This Software is subject to change without notice.

7. DEFAULT AND TERMINATION

Chapter 3: Using the............................................................................................................................5

Chapter 2: Licensing and Product Registration

Chapter 3: Using the Service Center Add-On

You may also:

3.1 Company Options

Use Service Center Functionality

Tick the Use Service Center Functionality check box in

Track Financial Distribution Statistics for Service Centers

3.2 Setting up a Service Center

Specify a Default Item Location for the Service Center, if applicable.

G/L Segments tab

3.3 Assigning Employees to Service Centers

3.4 Setting up a Default Service Center for a Site

3.5 Assigning Subcontractors to Service Centers

3.6 Creating a Job including Service Center information

Step 1: Select Service Center

Header window with Site selected

Step 3: Select Billing Options

Step 4: Specify Phase Options

Step 5: Save the Job

Click the Save icon on the toolbar.

Index Skill Levels 5

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