ServiceManager - Guide - Training Guide

7
Training Guide
Acknowledgements
Program Design by Chris van der Waal
Mark Kornhauser
Simon McEnlly
Programming by Chris van der Waal

Simon McEnlly
Matthew Burnell
Documentation by Steve Himmelreich
Training Videos by Mark Kornhauser
Copyright 2002 Technisoft Pty Ltd. All rights reserved.
Technisoft Pty Ltd.
Publisher
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 for Windows
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 76 ISLE OF CAPRI COMMERCIAL CENTRE, ISLE OF CAPRI,
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
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This License becomes effective from the time that you open the packaging in which the Software was sold to you.
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related printed material (collectively "Software"). You are not granted any rights in and will not receive any source code for the
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You may:
A. Depending upon the number of ACCPAC LanPaks you are licensed to use, either use this Software on a single
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You may only install this Software on the number of processors that you are licensed to install ACCPAC on in conjunction with
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Manager Employee Pack that you are licensed to use.
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relation to your use of the Software.
Service Manager
Training Guide
Introduction and Guide Overview .................................................................................................1
Objectives and Expectations .........................................................................................................1
Guide Conventions .........................................................................................................................1
Service Manager - Setup ...............................................................................................................1
Overview...........................................................................................................................................2
Bullet Setup Summary ............................................................................................................3
Custom Fields ..................................................................................................................................4
Class Types......................................................................................................................................6
Employees........................................................................................................................................7
Work Groups ..................................................................................................................................11
Services ..........................................................................................................................................12
Phases ............................................................................................................................................23
Job Types .......................................................................................................................................26
Commission Tracking Default Setting........................................................................................28
Schedules.......................................................................................................................................32
Subcontractors...............................................................................................................................33
Options............................................................................................................................................35
Warn switch to disable price not found message.....................................................................37
GL Codes are stored formatted ..................................................................................................42
Service Centers .............................................................................................................................50
Setup Employees to Service Centers ........................................................................................55
Setup Site Service Center ...........................................................................................................57
Setup Sub Contractors to Service Centers ...............................................................................58
Creating a Job including Service Center information ..............................................................59
Sites.................................................................................................................................................63
Contacts..........................................................................................................................................71
Models.............................................................................................................................................74
Equipment ......................................................................................................................................80
Equipment Meters .........................................................................................................................86
Equipment Maintenance ..............................................................................................................89
Item Relationships.........................................................................................................................92
Faults...............................................................................................................................................93
Symptoms.......................................................................................................................................96
Solution ...........................................................................................................................................98
Tools / Options.............................................................................................................................102
General ..................................................................................................................................102
Admin Utilities ..............................................................................................................................104
File - Last Opened Document ............................................................................................104
Help Check for Updates ..................................................................................................104
Document System and Icon Breakdown .................................................................................106
Expand Document Entry Nodes...............................................................................................106
Drag and Drop Tree Nodes in Document Entry ....................................................................106
Guide name Index1

Document Contract Value includes Documentary option ................................................... 107
Tool Bar ........................................................................................................................................ 109
Printing .................................................................................................................................. 109
Tax 111
Currency................................................................................................................................ 112
Fast Icons..................................................................................................................................... 112
Insert Phase Line ................................................................................................................. 113
Equipment Fast Icon ........................................................................................................... 113
Multi Select Equipment ....................................................................................................... 114
Insert Billing Group .............................................................................................................. 115
Insert Service Line ............................................................................................................... 116
Insert Item Line .................................................................................................................... 117
Blank padded Item segments ............................................................................................ 118
Insert Item Line by UPC...................................................................................................... 118
Load Billing Group Template ............................................................................................. 119
Insert Notification for Current Line .................................................................................... 121
View Graphics for Site or Equipment................................................................................ 122
View History for Site or Equipment ................................................................................... 124
Equipment History From Search Form............................................................................. 126
Return Authorization for Equipment.................................................................................. 127
Status, Priority ............................................................................................................................. 129
Starting a New Job...................................................................................................................... 129
Using the finder to locate a customer by phone number ........................................... 132
Header .......................................................................................................................................... 138
Edit Discount ........................................................................................................................ 138
View Postings ....................................................................................................................... 139
Account Status ..................................................................................................................... 143
Notation Entry .............................................................................................................................. 145
Notation First Line Displayed in Tree Node..................................................................... 145
Custom Fields ...................................................................................................................... 147
Phase ............................................................................................................................................ 151
Response Time .................................................................................................................... 151
Edit Budget ........................................................................................................................... 152
Hold Line ............................................................................................................................... 155
Hide from Details ................................................................................................................. 156
Discount ................................................................................................................................ 158
Commission .......................................................................................................................... 159
Assignments ......................................................................................................................... 159
Equipment .................................................................................................................................... 161
Logged Days in Service calculation.................................................................................. 161
History.................................................................................................................................... 161
Custom Fields ...................................................................................................................... 163
Setup Maintenance.............................................................................................................. 164
Transfer ................................................................................................................................. 168
RMA Components ............................................................................................................... 170
Fault Analyzer ...................................................................................................................... 176
Print ............................................................................................................................................... 182
Work Order ........................................................................................................................... 182
Index2 Product name

Multi Print ..............................................................................................................................182
Labels ....................................................................................................................................183
Billing Group.................................................................................................................................184
Standard Totals ....................................................................................................................184
Group Totals .........................................................................................................................185
Costs Tab ..............................................................................................................................189
Miscellaneous Tab...............................................................................................................190
Taxation Tab.........................................................................................................................191
G/L Tab..................................................................................................................................192
Time Entry .............................................................................................................................193
Auto Insert Time Entries.............................................................................................................194
Supply Types ........................................................................................................................196
Cost Only...............................................................................................................................199
Hold Line ...............................................................................................................................200
Hide from Details..................................................................................................................201
Hide Detail Lines at Phase or Billing Group Level..........................................................201
Refresh Pricing to Price List ...............................................................................................202
Items..............................................................................................................................................203
Quantities on Hand ..............................................................................................................203
Location .................................................................................................................................204
Serial Number.......................................................................................................................205
Item Status ............................................................................................................................207
Hold Line ...............................................................................................................................207
Hide from Details..................................................................................................................208
I/C Item drill down now loads the Item record .................................................................209
Purchase Orders .........................................................................................................................210
Creating a PO Request.......................................................................................................210
Document Totals .........................................................................................................................214
Budgets..................................................................................................................................214
Posting ..........................................................................................................................................217
Invoices..................................................................................................................................217
Print Invoice Preview can be selected from Print menu ................................................220
Credit Notes ..........................................................................................................................221
Crediting Invoices Twice.....................................................................................................224
Cost Only...............................................................................................................................224
Receipts (apply to invoice) .................................................................................................227
Posting Schedules ...............................................................................................................230
Auto Renew Recurring Billing or Recurring Jobs...................................................................237
Recurring Jobs and Previous Completion Date .....................................................................238
Exercise ........................................................................................................................................241
3 Ways to Start a Job .................................................................................................................242
1. Copy Documents .............................................................................................................242
2. Search Method.................................................................................................................248
3. Go Icon/Button .................................................................................................................251
Time Entry ....................................................................................................................................253
What are Time Entries ........................................................................................................253
Adding a Time Entry ............................................................................................................254
Recording Time ....................................................................................................................259
Guide name Index3

Time Entry Retrieval Enhancements in Document Entry .............................................. 265
Warning Message - Un-retrieved time entries exist .............................................................. 266
Templates & Billing Group Templates ..................................................................................... 267
Purpose and how to use ..................................................................................................... 267
To create a job from a template: - ..................................................................................... 273
Using a Billing Group Template......................................................................................... 278
Sale Documents .......................................................................................................................... 280
Default Expiry date for Quotes and Sales Orders .......................................................... 282
Quotes .......................................................................................................................................... 288
Copy to Job........................................................................................................................... 293
Original Estimates................................................................................................................ 296
Templates..................................................................................................................................... 296
How to Use ........................................................................................................................... 296
Using Search to create a new job ..................................................................................... 300
Copy Use template to create a Job ............................................................................... 301
Exercises............................................................................................................................... 302
Site Agreements.......................................................................................................................... 303
Purpose relationship between Agreement and Job ....................................................... 303
Agreements.................................................................................................................................. 306
Agreement warning process .............................................................................................. 325
Display All Agreements ........................................................................................................... 327
Exercise................................................................................................................................. 328
Warranty Agreements ................................................................................................................ 329
Purpose ................................................................................................................................. 329
Setup...................................................................................................................................... 329
Inserting Models Vs Sites .................................................................................................. 333
Cover Options ...................................................................................................................... 334
Warranty Claim .................................................................................................................... 335
Charging Manufacturer ....................................................................................................... 344
Exercise................................................................................................................................. 351
Meter Agreements ...................................................................................................................... 352
Purpose ................................................................................................................................. 352
Setup...................................................................................................................................... 352
Meter Decimals .................................................................................................................... 369
Historic Jobs ................................................................................................................................ 370
Sending Jobs to History...................................................................................................... 370
Reactivating Historic Jobs .................................................................................................. 372
Document Query ......................................................................................................................... 374
Creating a Query.................................................................................................................. 374
Creating a Compound Query ............................................................................................. 376
Column Headers .................................................................................................................. 378
Sorting ................................................................................................................................... 378
Options - Printing ................................................................................................................. 379
Options - Saving .................................................................................................................. 379
Printing .................................................................................................................................. 380
Exercise................................................................................................................................. 380
Multi Post...................................................................................................................................... 381
Criteria ................................................................................................................................... 381
Index4 Product name

Editing Documents...............................................................................................................381
Batch Totals ..........................................................................................................................385
Printing Desktop Preferences.........................................................................................385
Adjust Pricing ...............................................................................................................................386
Criteria ...................................................................................................................................386
Posting...................................................................................................................................390
Posting Schedules ......................................................................................................................391
Purpose, When to use.........................................................................................................391
Criteria ...................................................................................................................................391
Posting...................................................................................................................................392
Projects .........................................................................................................................................395
Creating a New Project .......................................................................................................395
Notations ...............................................................................................................................397
Insert New or Existing Documents ....................................................................................398
Phase Budgets .....................................................................................................................399
Refresh ..................................................................................................................................400
Multi Document Post ...........................................................................................................404
Job Manager ................................................................................................................................405
Purpose, Overview ..............................................................................................................405
Time Frame View - Date Control.......................................................................................408
Business Hours ....................................................................................................................409
Now Line................................................................................................................................409
Start Point..............................................................................................................................409
Tools Options........................................................................................................................410
Right Click .............................................................................................................................411
Dragging a Phase ................................................................................................................414
Draw .......................................................................................................................................415
Stretch....................................................................................................................................416
Zoom ......................................................................................................................................416
Assign ....................................................................................................................................417
View - Status Bar .................................................................................................................418
View - Document & Phase..................................................................................................418
Actual / Estimates ................................................................................................................418
Job List View.........................................................................................................................420
Setting Column Headers.....................................................................................................421
Job List Double Click........................................................................................................421
Sorting....................................................................................................................................422
Job List Query ...................................................................................................................427
Job List - Resource..............................................................................................................428
Job List - Status....................................................................................................................429
Job List - Priority ..................................................................................................................429
Job List - Exception .............................................................................................................430
Job Statistics.........................................................................................................................430
Conflict Management ..........................................................................................................432
Site Business Hours ............................................................................................................434
Fault Analyzer.......................................................................................................................436
Solution Code .......................................................................................................................439
Job Manager Print Graphics ..............................................................................................442
Guide name Index5

Time Manager.............................................................................................................................. 447
Purpose, Overview .............................................................................................................. 447
Criteria ................................................................................................................................... 448
Inserting Time Entries ......................................................................................................... 452
Retrieving Time Entries ...................................................................................................... 452
Un-retrieve a Time Entry .................................................................................................... 458
Notation Manager ................................................................................................................ 460
View Existing Notations ...................................................................................................... 462
Inserting a New Notation .................................................................................................... 465
Searching for Text ............................................................................................................... 466
Monitor .......................................................................................................................................... 467
Criteria - Checking ............................................................................................................... 468
Advance Checking............................................................................................................... 469
Action a Follow Up............................................................................................................... 469
Search Custom Fields ................................................................................................................ 471
Starting a New Search ........................................................................................................ 471
Event Manager ............................................................................................................................ 472
Creating a Query.................................................................................................................. 472
Adding Database Fields to E-Mail..................................................................................... 474
Synchronize Outlook .................................................................................................................. 476
Purpose, Overview .............................................................................................................. 476
Synchronizing - Email ......................................................................................................... 477
Synchronizing Tasks........................................................................................................ 479
Synchronizing Calendar /Appointments........................................................................ 480
Meter Processing ........................................................................................................................ 481
Set Criteria ............................................................................................................................ 481
Process Meters .................................................................................................................... 488
Multi Post Agreement Invoices .......................................................................................... 489
Equipment Maintenance Processing ....................................................................................... 490
Set Criteria ............................................................................................................................ 490
View Maintenance Setup.................................................................................................... 492
Check for Jobs Created ...................................................................................................... 494
Day End Processing ................................................................................................................... 498
Day End Processing Housekeeping ................................................................................. 498
Running EOD Procedure.................................................................................................... 499
Criteria ................................................................................................................................... 500
Work in Progress tab........................................................................................................... 501
Recognize Revenue and Expense........................................................................................... 502
Status..................................................................................................................................... 502
Percentage Complete, Budget Revenue and Budget Cost .......................................... 503
Process Postings ................................................................................................................. 503
Examine A/R Invoice Batch and drill down...................................................................... 504
Examine G/L cost Batch and drill down ........................................................................... 506
Financial Distribution Statistics ................................................................................................. 507
Financial Statistics ............................................................................................................... 507
Site 508
Equipment ............................................................................................................................. 512
Employee .............................................................................................................................. 514
Index6 Product name

Industry ..................................................................................................................................515
Sector.....................................................................................................................................516
Zone .......................................................................................................................................517
Sales History ................................................................................................................................518
Set Criteria ............................................................................................................................518
View Results .........................................................................................................................520
Drill Transactions .................................................................................................................521
Purchase Order Add-On ............................................................................................................523
Introduction...................................................................................................................................523
Installation ....................................................................................................................................524
Overview.......................................................................................................................................524
Document Entry...........................................................................................................................524
Requisition Manager...................................................................................................................531
Auto Create Requisitions ...........................................................................................................536
Requisition List (Report).............................................................................................................538
PO Integration Enhancements ..................................................................................................538
Specify Ship to Location for PO Header..................................................................................538
Create New PO From Requisition Manager Quantity to Estimate ..................................540
Bulk Generate Req/PO by Job, Phase or Billing Group........................................................545
Retrieve Existing PO to Job or Sales Order .............................................................................551
Serialized Inventory Add-On .....................................................................................................557
Introduction...................................................................................................................................557
Installation ....................................................................................................................................558
Overview.......................................................................................................................................558
Selling Serialized Inventory Items on a Document ................................................................558
Selling Serialized Inventory Items during a Build of Equipment .......................................559
Creating a Job for a Serialized Inventory Item .......................................................................560
Auto Create Equipment from Serialized Inventory.................................................................560
Auto Serial Numbering ...............................................................................................................561
Guide name Index7

Introduction and Guide Overview
This guide is a practical hands-on study kit, designed to introduce you to all
Service Managers features and to provide you with the skill set to sell and
implement Service Manager.
Objectives and Expectations

You should expect that by the time you complete the guide, you will be confident
in being able to install, implement and support Service Manager.
Exercises are presented throughout the guide.
Service Manager will provide the means to open new market opportunities, and
with the skill sets gained from learning the product, you should be in a position to
take advantage of those new opportunities and thereby increase the profitability
of your business.
This Guide does not cover Reporting issues.
Guide Conventions
Each section in this Guide includes the following:
Estimated Time
Program Overview
Graphics (as applicable)
Key Points and Tips
Exercises (if applicable)
Bullet Summary
Service Manager - Setup

Estimate Time It is not possible to specify how much time exactly should be allowed for setting
up a Service Manager installation as each Customer can vary greatly in size,
function, and technical knowledge. For example one installation may have
30,000 Customer/Site records and 60,000 Equipment records; another may not
even use Equipment but may have 5,000 Customer/Site records. One
customers staff may be very computer literate and anothers may not be.
Therefore as a rule we generally recommend the following allowance be made

when quoting the setup and implementation of Service Manager:
Training of Technical Staff - responsible for the ongoing setup and maintenance
of Service Manager allow (2 Days).
Training of End Users responsible for operating Service Manager on a day to

day basis, allow (3 Days).
Training Guide 1
Once the setup is complete we have seen some End users become competent
with just a half a days training.
It may also be prudent to allow a little extra time for your first installation, and
remember you may choose to implement the installation over several sessions
over a period of time rather than in one consecutive week.
Overview
This guide does not include information about the physical installation of Service
Manager Programs.
Program Installation instructions are included in the Setup Guide and on the
Service Manager CD.
To start a new Set-up, begin with the Service Manager Setup programs.
Although not necessarily obvious, it is recommended that you plan your setup
using the approach described below, as this method will insure that you
encounter the least amount of referential integrity issues.
It is not mandatory to follow this suggested setup path, and in fact you could
theoretically start anywhere, but this is a structured approach.
For example if you started by setting up Workgroups before Employees, you

would not be able to insert employees into those workgroups. You would have to
go to Employee Setup to create employees first, and then revisit the Workgroup
setup program to insert them.
The suggested path to follow therefore is as follows:
Click on Service Manager, V/M Setup menu and complete the setup in the
following order:
V/M General
V/M Sites
V/M Equipment
V/M Faults
The layout of the Service Manager Icons has been preset in the recommended
order reading left to right or top to bottom depending on how you have your
ACCPAC desktop view arranged (see Desktop, View menu).
For example, in V/M Setup, V/M General you should start with the Custom Fields
program and conclude with the Options program (reading left to right or top to
bottom). The Training Guide follows this suggested order throughout.
After completing the setup of V/M General programs proceed to setup Sites and
Contacts.
Then go to the V/M Equipment menu and set-up Models and Site Equipment.
2 Service Manager
From there go to V/M Faults and create Symptoms, Faults and Solutions as
applicable.
Your Service Manager system would now be ready for use, but we further
suggest that you then, setup Job Templates, add Agreement Contracts, add
Current Jobs/Sales/Quotes, review Job Manager to ensure Jobs and Employee
assignments are up to date, and review standard forms such as Invoices,
Quotes, Work orders, Labels etc. and modify them as applicable to meet the
organizations requirements.
Key Points It is not compulsory to setup all Setup Programs within a section nor is it
compulsory to setup all sections.
For example in V/M General if you do not use Work Groups or Sub Contractors it
is not necessary to create these tables.
Sites and Equipment can even be created on the fly during data entry but as a
general rule it is suggested the following programs be setup in advance,
minimum.
1. V/M General Custom Fields, Class Types, Employees, Services, Job

Types, Options
2. V/M Sites Sites, Contacts
3. V/M Equipment Models, Equipment, Item Relationships
A full set of digital training tutorials in the form of a compact arrangement of

screen videos with voiceovers are available for all Set-up and Processing
functions. These are on the installation CD located in the Training Directory.
They require separate installation and will install into the V/M Utilities node, under
the Tutorials icon. The tutorials must be loaded locally and will not run from a
Network Server.
Bullet Setup Summary
Launch ACCPAC
Select a Company
Open the Service Manager Desktop Window
Choose the Setup Icon
Setup Custom Fields
Setup Class Types
Setup Employees
Setup Work Groups
Setup Services
Setup Job Phases
Setup Job Types
Setup Schedules
Setup Sub Contractors
Setup Options
Setup Sites
Setup Contacts
Setup Models
Training Guide 3
Custom Fields
Setup Equipment (includes creating Maintenance Programs and

initializing Meter readings).
Item Relationships
Setup Symptoms, Faults and related Solutions (if required)
Setup Job Templates
Add Agreement Contracts
Add Current Documents
Review Job Manager
Review Standard Forms
Custom Fields
Estimated Time Assuming all requirements are understood and planned it should only take an
hour or so to setup custom fields.
Overview The Custom Fields program allows you to create and maintain Custom Field
Templates.
Custom Field Templates can contain unlimited fields of varying types, each with
their own caption and value. The Templates are then associated with Site,
Equipment, Employee, Solution, Projects, Documents, Sub contractors, or
Notation records stored in Service Manager, in order to customize those records
with industry specific or tailored information.
Field types include Text, Date, Time, Numbers and Boolean. Text fields can
have up to (10) predefined values in a drop down list.
Main Form
4 Service Manager
Custom Fields
1. Choose a Custom. Field Type.

2. Enter a Code.
3. Select Go.
4. Enter a Description.
5. Select Insert to insert a Custom Field as applicable
Fields
If you choose Text you can enter up to (10) default presets for the user to choose
from.
Boolean = Yes/No.
Security Level options include Editable, Visible only or Security Enabled. If you
select Visible only you can not edit the fields but they can be viewed. If you
select Security Enabled you can only see custom fields if you have security rights
enabled.
Press Accept to insert the field into the Template.

Key Points All master records that are associated with the Custom Fields code will inherit
the defined list of fields. Therefore if you add, modify, or delete a Custom Field
inside a Custom Field Template, or delete a Custom Field all records using that
Template will inherit those changes.
Associate the Custom Field Template to a Record Type eg. Model. When
creating Equipment for that Model the Custom Filed Template will be presented
and you can then add values to the captions for that particular record to make it
unique compared to another Equipment record utilizing the same Model.
You can use Import / Export facilities to import Custom Fields from a spreadsheet
for example.
Training Guide 5
Class Types
Class Types
Estimated Time Assuming all requirements are understood and planned it should only take an
hour or so to setup custom fields.
Import/Export functions can speed this process dramatically especially if using

a table of Standard Industry Codes (SIC Codes) for descriptions
Overview Class Types provide a way to classify records into particular groupings for
reporting and financial distribution statistic analysis.
For instance, a Personal Computer may belong to a particular Model Group

class called 2Ghz PCs. An Industry Class Type might be Information
Technology; a Sector Class Type might be Public Sector etc. Sample Data
includes many examples of Class Type Codes.
A typical query might be show me the current Gross Profit of customers in the IT
industry in the Public sector and what proportion of business was generated from
that sector. Another query might simply be to show all Sites of a particular
Category.
Class Types include: Model Groups, Site Industries, Site Sectors, Site Markets,
Site Channels, Site Profiles, Document Descriptions, Site Zones, Employee
Skills, and Fault
Groups and Site Categories.

Main Form
6 Service Manager
Employees
1. Choose a Class Type.

2. Enter a code.
3. Press Go.
4. Add a description.
5. Save.
Key Points It is important to note that statistics for class types are accumulated from the
moment you begin invoicing, crediting or performing work on Jobs or other
Documents types.
Therefore if you choose not to setup and use class types from the beginning then
data will not begin to accumulate against a class type until you do set them up.
That is data is not retrospectively calculated for previous sales or service jobs.
Class types are allocated in Site records for; Industries, Sectors, Markets,
Channels, Profiles, Zones, Categories.
Class types are allocated in Model records for Model Groups.
Class types are allocated in Fault records for Fault Groups.
Employees
Estimated Time Setup time depends on how many employees need to be setup. Typically
allow 5 to 10 minutes per employee assuming all information is available.
Import/Export functions can speed this process dramatically.

Overview The Employee program allows you to maintain the Employees you wish to
utilize and assign to Jobs, Sales Orders in Service Manager.
These include Employees who enter documents and earn Sales Commission.
Personal and processing options relating to Employees, such as Defaults,

Loadings, Commission details and Skills can also be defined in this program.
Training Guide 7
Employees
Profile Page
1. Enter a code.
2. Enter a description.
3. Click on the profile TAB.
4. Select Active if you wish to assign the employee to Jobs.
5. Enter data in fields.
6. Make sure you enter an e-mail address if you wish to send emails to
that employee.
7. Select Processing TAB
Processing Page
8 Service Manager
Employees
1. Check Employee Custom Fields.

2. Select a (CF) Template.
3. Use the up arrow to drill and add (CF) values for that employee.
4. Leave the Default Labor Service for now and complete when Services
have been setup.
5. Enter loadings such as tool loadings if applicable. Do not use these
fields for Leave loadings.
6. Select Commission TAB
Commission Page
Choose Commission type Sales/Gross Margin for the Employee.

Enter number of rates required.
Setup min/max rates for ranges as applicable. Commission calculations are
based on each threshold. Sales to date are accumulated in the Sales
Since Cleared field. If you do not use Commission leave these fields blank.
Select the Skills TAB.
Training Guide 9
Employees
Skills Page
1. Select Add to insert a skill for the Employee.

2. An Employee can have unlimited Skills. Skills are were setup in Class
Type Setup.
3. If you do not use skills ignore this section.
4. Save to add the employee record.
5. Continue to add records until all employees are created.
Key Points Only Active Employees can be assigned to jobs. The number of Active
Employees permitted relates to the Service Manager Employee Packs
purchased.
Employees can be deactivated at any time and another employee can be

reactivated. A common example might be where one employee leaves a
company and a new one commences.
It is not necessary to purchase a new Employee License in this case.
It is recommended that you create an Employee in Service Manager for each

ACCPAC User that will be using the Service Manager program. Users do not
have to be Active to simply enter details and/or post documents or to earn
Commission as a Sales person.
Service Manager Day End process looks (3) days in advance and will wish a
user happy birthday when they log based on their birth date set in their employee
record.
10 Service Manager
Work Groups
Work Groups
Estimated Time Typically allow a couple of minutes per Workgroup assuming all information is
available.

Overview The Work Groups program provides a means to group active Employees
together into specific Groups, so they may be assigned collectively to a Job by
assigning that Group.
At this time Work Groups serve no other function but in a future release we will
be including departmental GL overrides by Work Group.
Profile Page
1. Enter a Code.
2. Tab and enter a Description.
3. Press Insert to find and insert an Employee into a Work Group.
4. Save.
Key Points For statistical tracking purposes, an Employee can only be associated with one
Work Group even though they can be allocated to many. See Employee
Setup, Processing TAB, Statistic Allocation Work Group field.
Training Guide 11
Services
Services
Estimated Time This varies enormously depending on the number of Services required, your
General Ledger account structure, and whether you use special rates for
employees, models or sites.
Typically allow a couple of minutes per Service assuming all information is

available but if adding Site rates for example this may take longer as applicable.
Import/Export functions can speed this process dramatically as can the copy
services function (see Edit Copy menu).
Overview There are three specific types of Services: Standard, Labor, and Subcontractor.
Each Service can be tailored in many different ways to suit a companys
individual billing requirements.
Services include Defaults, Processing Options, General Ledger accounts and

Taxation Overrides.
Each Service may have Base rates, Model rates, or Site rates associated with
them. Labor Service types can also have Employee rates.
If you operate a Multi Currency company, rates can be specified in each currency
that company supports as well.
Main Form
1. Choose a View Type, stay with Base for this eg.

2. Choose a Price list.
3. Choose a Service Type.
4. Select Insert to create a new Service
12 Service Manager
Services
Service Profile
1. Enter a Service code.

2. Press Go. Click the Profile TAB. Activate the Service and complete
fields as required. Remember use a Time Service if time billing. E.g. a
60 minute unit means for every 60 minutes of time a quantity of 1 will
calculate. If you enter 15 minutes a quantity of 4 would calculate
therefore when setting up employee rates make sure the rate equates
to the time unit specified.
3. Use Volume Service to add an additional field to the Price x Quantity
relationship when billing. E.g. Days x Quantity x Price.
4. Select the Processing TAB.
Training Guide 13
Services
Service Processing
Setup default Options as required. User Specified Cost allows entry of cost at
when a service is added. Do not check this unless you wish to see costs. E.g.
labor costs may be sensitive. Allow Negative Entry allows you to setup a Service
as a Trade In, Rebate, Refund or Discount type Service. You can enter negative
values on an Invoice. Check Allow Commission if the service is commissionable.
This will allow you to specify a Commission Rate. Service Manager always uses
the lower of the two rates comparing between the Employee & Service
commission rate.
In order to default to the employee rate check the service rate to allow
commission and set the commission rate to zero.
There are (3) Agreement Tracking options; None, Sale of Agreement and Allow
Agreement Cover.
If the service is set to None, and the service is added to a Job that is covered
by an Agreement no cover will be deducted and the service will be billed as
normal.
If set to Sale of Agreement, and the service is added to a Job that is covered by
an Agreement no cover will be deducted and the service will be billed as normal.
14 Service Manager
Services
This type of service is intended for billing an Agreement only and therefore
should not allow cover.
If set to Allow Agreement Cover; when the service is added to a Job covered by
an Agreement, cover will be deducted, and the value will not be billed to the
customer.
Agreements can have Tracking Options for tracking usage or point agreements.
For example, if selling an Agreement to cover 20 hours of labor as in the graphic
above you can Increase Agreement Points by a specified amount when this
service is sold.
If set to Allow Agreement Cover you can Decrease Agreement Points when this
service is sold. For example if you set your Labor Service to deduct 1 hr /point
every time a labor hour is sold a point will be deducted from the 20 originally sold
in the example on the previous screen.
The Fixed Warranty Claim field allows you to specify a claim value when this
service is used for claiming labor for work performed under warranty where you
act as a warranty agent for a manufacturer and are entitled to raise a claim on
you manufacturer for the work performed.
General Ledger
Distribution
Training Guide 15
Services
1. Enter Revenue and cost accounts as applicable. You must enter a Revenue
code but it is not compulsory to enter cost accounts. If the User Specified
switch is checked you can change GL codes from within a document after
adding the service code to a Job or Sale Document.
2. Select a default Price List code. These are inherited from Inventory Control
but you can leave these blank if you wish.
3. Select the Add button to insert a Tax Override if applicable.
4. Select Save to add the Service.

General Ledger Defaults are set in V/M Setup Options
Fallback
GL codes can be set in a Service
Overrides can be set in Phases
Overrides can be set in Job Types
When adding a Service to a Job or Sale Document, Service Manager reads the
Options file, then it reads the Service table and if codes exist in the Service that
are different to those in the Options table it will use these instead. If the Service
Cost (GL) accounts are left blank, Service Manager will use the Options GL
codes. If these are blank too, no codes will be used and no journal entries will be
generated or posted to the General Ledger for cost entries. Costs will still be
reflected in the Document that service was added to in Service Manager so that
profitability can be calculated.
If you use Phase Overrides then when you add a Service to a Phase it will inherit
the Phase GL accounts.
If Job Type Overrides are set then they will override at all levels. That is they will
override Options, Service, and Phase defaults or Overrides.
The G/L override codes have been enhanced to allow the provision of single
codes (instead of requiring all three). This allows you to set, for example, a
revenue override but still use the cost and cost clearing accounts from the
service. Similar functionality has been added to G/L Phase overrides as well (see
Phases).
Price List Fall Back If a Customer Price List is set in Accounts Receivable, that Price List will load
into the Header of a Document in Service Manager by default. Any Items or
Services added to the Document will inherit the Customer Price List.
If a Site Override Price List is set in Service Manager (see Site Setup), the
Customer Price List will be overridden by the Site Price List and load into the
Document Header. Any Items or Services added to the Document will inherit the
Site Price List.
If Customer and Site Price Lists are set blank, Service Manager checks the Item
and Service Price list defaults and will load the Service or Item Price List to the
Detail line when added to a Document.
16 Service Manager
Services
Tax Fall Back Service Manager checks the Customer Tax Group, Authorities and Classes
first, it then checks if a Site Override has been specified. If a Site override has
been set then when a service or item is added to a Document in Service
Manager it will inherit the Site Tax Group, Authorities and Classes instead of
the Customers. If you specify Tax Authorities and Classes at Service or Item
detail level, and those Authorities exist in the Customer or Site Tax Group, the
Service or Item Tax Classes are used and override that in the Customer or Site
profile as applicable.
Service Rates Profile
1. Click on Base to add a rate for the Service.
2. If using a single currency system you can click the Profile TAB on the
right to enter a Base Cost and Base Price and complete fields as
required. Choose Markup Cost to calculate the Base Price based on
Cost.
3. Select the Discount TAB.
Training Guide 17
Services
Service Rates
Discounts
1. Select a Selling Price, Discount model if applicable. Choose Add,

when creating a new rate or if editing an existing rate, select Save.
2. If using a Multi currency system select the Currency icon in the top tool
bar to add rates for the various currencies used. Remember to create
rates for all price lists as applicable as well.
Labor Service Rates
If creating a Labor Service, click on the Employee node and select the Employee
icon in the top tool bar to add Employee specific rates.
18 Service Manager
Services
The process is the same as that described above including adding rates for
multiple currencies if using a multi currency system. When adding this Service to
a Job or other Document in Service Manager, the Employees rate is inserted into
the Service automatically. That includes unit sell price and unit cost.
Model Service Rates
Click on the Model node and select the Model icon in the top tool bar to add
Model specific rates.
multiple currencies if using a multi currency system.
If Equipment is added to a Job and a Service that uses Model rates is inserted
under that Equipment, the special Model rate created here for that Model will be
used.
Training Guide 19
Services
Site Service Rates
Click on the Site node and select the Site icon in the top tool bar to add Site
specific rates.
multiple currencies if using a multi currency system.
If special Site rates are used, when adding a service to a Job or other Document
in Service Manager for a particular Site, the special Site rate created here for that
Site will be used.
Additional 1. Service Manager first checks if special rates/pricing exists for the Service
Information Code for a Site. If special pricing/rates exist for that Site, when the
Service is added to a Document the special Site Unit price and/or Unit cost
will be used and automatically loaded to the detail line. If the Unit Price or
Unit Cost is left blank, the next option or fall back that is checked is Model
Pricing.
2. If the Service is inserted below an Equipment record, then Service Manager

checks for special Model rates. If special pricing or rates exist for that
Model, when the Service is added to a Document the special Model unit
price and/or unit cost will be used and automatically loaded to the detail
line. If the unit price or unit cost is left blank, the next option or fall back
that is checked is Employee rates. So for example if there is no Site
pricing, but there is a Model unit price set but no Model unit cost, then when
loading the Service underneath an Equipment record, the Model unit price
will be used, but the Employee unit cost will be inherited if one exists for the
Employee selected.
20 Service Manager
Services
3. If a Service is inserted and no Site or Model rates exist, Service

Manager next checks for Employee rates. If Employee rates exist then
when the Service is added to a Document, the special Employee unit
price and/or unit cost will be used and automatically loaded to the
detail line. If the unit price or unit cost is left blank, the next option or
fall back to check for is the Base Service rate.
4. If the Base unit price is non-zero for the Currency and Price List then
the Base unit price and or unit cost is used.
5. Remember for steps (1) to (4) you can have different Price Lists and
different Currency settings as required.
Copying Service Rates
Select Edit Copy to copy rates between currencies, price lists, or services.
Training Guide 21
Services
Price and/or Cost

Adjustments
Select Tools, Adjust Pricing, to adjust pricing or costs for a Service or range of
Service Types, Rates, Currencies, or Price lists.
You can use the rounding options to round adjustments.
Prices/Costs can be Increased, Decreased or set To, a percentage or an

amount.
Use this program to quickly adjust pricing or costs across the board if for
example there is company wide price increase on all services.
22 Service Manager
Phases
Key Points You must create Home currency rates for a Service to exist.
You can now view Services in Base, Employee, Model or Site mode by
selecting a View Type. If you select Base you will see Services listed in
Service Order. If you select Employee they are listed by Employee. If you
select Model they are listed by Service then Model order, and if you select Site
they are listed by Service then Site order.
In Summary Select a View
Select a Price List
Select a Service Type
Select insert to create a new Service or click on a service and choose
properties to edit an existing service. If a Time Service check the Time
Service option. Choose the Processing TAB and choose defaults as
required paying attention to Agreement Tracking if applicable.
Select Base to create base rates for the Service
Select Employee if a Labor service to create employee rates
Select Model to create Model rates
Select Site to create Site rates
Phases
Estimated Time Typically allow a couple of minutes per Phase assuming all information is
available.

Overview Every document entered in Service Manager must have at least one Phase.
Phases allow you to group Employees, Equipment, and Service and Item
information within a document. Employees are assigned to Phases. Each
Phase can have default Response details specified. This information can be
used to set the normal starting period and duration of the Phase.
Work Groups may be allocated to Phases. When a Phase is added to a Job

that includes a Work Group, employees assigned in that Work Group are
automatically assigned to that
Phase in the Job.
Phases also include Commission and Budget information if selected as a

Billing Option.
Training Guide 23
Phases
Profile Page
Enter a Code. Tab away and enter a description for the Phase. Click on the
Phase TAB and insert default start time and duration. The default start time will
be automatically set according to the Enter by date and time when the phase is
added to a Document. Select insert if you wish to load employees from a Work
Group into the phase so that those Employees are automatically assigned to the
Phase when it is added to a Document. We do not recommend this option
unless you have a specific requirement for this feature.
General Ledger
Overrides
Check Override to set General Account Overrides for Services when this Phase
is added to a Job other Document type in Service Manager. When a Service is
added to a Job it will inherit these codes instead of the codes set in the Service if
this option is used.
24 Service Manager
Phases
Check Lists
A Check List feature has been added to phase level. Customize the Check List
as required. Check of each item on the Check List as each task is completed.
This is a documentary feature at present and future releases will incorporate
authorities and conditional actions.
Create and modify the Check List definitions from the setup-classes menu
option.
Key Points At least one Phase must exist on a Job, Sale Order, Quote, Template, or
Agreement. It is not possible to create billing if at least one Phase does not
exist.
Training Guide 25
Job Types
Job Types
Estimated Time Typically allow a couple of minutes per Job Type depending on whether
Phases are used.

Overview Job Types can be used to categorize an entire Document in Document Entry.
Document defaults can be specified in a Job Type, so that when a Document is

created using a particular Job Type, it inherits defaults from that Job Type.
Defaults include: Status, Priority, Budgeting and Commission flags, Inventory

defaults, Custom Fields, In House Warranty, Agreement defaults, Comments,
Override General Ledger accounts, and default Phases.
If default Phases are specified when setting up a Job Type, they will be added
automatically when that Job Type is used to create a Document in Document
Entry.
You also have the ability to override the Phase Response settings for each
Phase specified in a Job Type. A graphical tool is available to assist in setting
up Phase Response Tracking in the Job Type setup program.
Profile Page
26 Service Manager
Job Types
Enter a Job Type code. Tab and enter a description. Click on the Profile TAB.
Choose Document Defaults. When you add this Job Type to a Document in
Service Manager the defaults set here will be loaded but can be changed in the
Job if necessary.
Use Track Response if you wish to Assign Employees to Jobs and see them in
Job Manager. If Disallow Cover is checked, services or items added to a Job
covered by Agreement will not be covered, regardless of whether they are set to
allow cover or not. Check Document Custom Fields and insert a Custom Field
Template if you wish to use Document Custom fields for a Job of this type.
Check In-house Warranty to use the In-House Warranty functions. Tab and set a
period of cover. When a Job is added to Service Manager at its completion it
will automatically be covered for the period set here.
Additional A full In House Warranty process in addition to Manufacturer Warranty is now
Information available.
In House Warranty can be preset in Job Types (see Job Type section of this
Upgrade Notice) or it can be setup when creating a new Job as part of the
Document Setup Wizard option.
In House Warranty is in addition to Manufacturer Warranty and allows you to

specify a period in which you will cover or guarantee work performed by your
company.
For example all work is guaranteed for a period of (30) days.
After completing a Job covered by In House Warranty, if for some reason you are
required to start another Job for that Customer within the In-House Warranty
period of an existing Job, as soon as you enter the Customer code and Tab
away, the In House Warranty form automatically invokes.
The In House Warranty form will list all Jobs that are still under Warranty. You
have two basic options. You can edit the existing Jobs listed, or you can create a
new Job.
Whichever option you select, Edit Existing or Create New, you can also
choose a process Method. There are (3) process methods available; Process
as Normal, which will allow you to enter and bill details as if not covered at all;
Zero Sell, which will zero out all billing and allow you take up costs (this method
also allows a Zero sell invoice to be produced); and Cost Only which also zeros
selling lines but no invoice is generated.
Insert Item Locations and Categories if you want to override default locations and
categories when an item is added to a Job using this Job Type. This can be very
useful if you wish to change GL account codes by Job Type for items.
Check Display on Entry and add a comment. This comment will display
whenever this Job type is used. It is not necessary to check the Display on Entry
flag. You can still add a comment but it will not auto display when that Job Type
is added to a Document.
Training Guide 27
Job Types
Default Cost Only Billing means all services and items will be set to cost only
by default if that switch is on in the Job Type. It will override any service settings
in service setup. This is particularly useful if just costing internal jobs where no
billing will take place.
Commission Tracking Default Setting

A new feature has been added to Job Types to specify the default commission
tracking status. i.e. None, at Phase Level or at Line level.
Once specified, all service or item detail lines will inherit that setting by default
but can still be modified at line level.
28 Service Manager
Job Types
Service General Ledger

Overrides
Check Override to set General Account Overrides for Services when this Job
Type is added to a Job other Document type in Service Manager. When a
Service is added to a Job it will inherit these codes instead of the codes set in
the Service or Phase if this option is used.
Select the G/L WIP TAB.
Training Guide 29
Job Types
Work In Progress
General Ledger
Overrides
Check Track WIP if you track Work In Progress type Jobs. This will automatically
set the Job to track WIP when this Job Type is used. WIP accounts are inherited
from the Options file but can be overridden. To override WIP Accounts check the
Override WIP Accounts Flag and vary accounts as applicable. When a Job is
created of this Job Type the WIP accounts will be overridden accordingly in the
Header of the Job. Select the Phases TAB.
30 Service Manager
Job Types
Default Phases
Phases can be preset to auto load when this Job Type is used. Select Insert to
add a Phase. It can be difficult when there are many Phases to work out the
start and end Response times of Phases. Choose the Graphic view to simplify
this procedure using drag and drop tools.
Phase Graphical View
Click on a Phase and use your mouse to drag or stretch the phase length
accordingly. Duration will be displayed as you implement the drag or stretch.
Select the View drop down to specify a different time frame in which to view the
screen. Double clicking a phase will launch its properties so you can round
values if necessary. Close the form and Save to add the Job Type.
Key Points It is recommended to add at least one Phase to a Job Type so that when it is
used at least one Phase will auto load to a Job otherwise you will need to insert
one manually.
Training Guide 31
Schedules
Schedules
Estimated Time Typically allow a couple of minutes per schedule but you need to pre plan to
understand schedule requirements.
Overview The Schedules program is where you define default-scheduling information that
can be used by the Recurring Process facilities in Service Manager.
For instance: How often you wish to read a particular Meter, at what frequency
you wish to post a Recurring Billing Document.
If you modify a particular Schedule, all Documents using that Schedule will
inherit those changes. Schedules can be defined using Daily, Weekly, Monthly,
or Yearly criteria.
Profile Page
Insert a code numeric only. Tab and insert a description. Click the Profile TAB
and choose a schedule frequency applicable.
Key Points Schedules are most often used when setting up recurring billing such as when
creating rental or agreement invoices but can equally be used to specify a
when a maintenance or meter process fall due.
32 Service Manager
Subcontractors
Subcontractors
Estimated Time Typically allow a couple of minutes per Sub contractor but this may vary if
custom fields are used.
Overview Subcontractors are used to add outsourced or third party Services to a
Document. Subcontractor information includes address and miscellaneous
details.
Profile Page
Insert a Code and Tab and insert a description. Click on the Profile TAB to enter
details. The Active Flag should be set if the Sub contractor is current but you can
use this flag to disallow entry of that Contractor globally at any time. Check the
Link to Vendor field to select a Vendor from ACCPAC Accounts Receivable to
associate to this Sub Contractor. When you Tab away address details will load
from the ACCPAC Vendor file. Make sure you add e-mail details if you wish to e-
mail the Sub contractor using Service Manager Tools. Check Custom Fields
and add a Custom Field Template if you wish to set up custom fields for the Sub
contractor. Click the Information TAB. The subcontractor can be set to Active or
not by the check box in the top right hand corner. Service Center field displays
the default Service Center this sub contractor is assigned to.
Training Guide 33
Subcontractors
Information Page
Tab through fields and enter information as applicable.
34 Service Manager
Options
Options
Estimated Time Typically allow 10 minutes for setup but a lot will depend on whether
descriptions and account codes are already known.
Overview The Options program is where global information determining how Service
Manager will operate is maintained.
Options include: Service Company Contact Details, Defaults, Commission

Settings, Document Numbering, Statistic Tracking, Graphic File Locations,
Custom Document Statuses, Site Types, Contact Events, RMA Statuses,
Integration Options, and Business Hours.
Company Page
Click on the Company TAB. Details will pre load from the Common Services
Company Options file.
Enter Company Contact information as applicable and click the Defaults TAB.
Training Guide 35
Options
Defaults Page
It is not recommended to insert defaults for Job Type and Phase or Sales Type
and Phase as these will auto load by default when you start a new Document in
Service Manager but it is quite legitimate to do so. If you set a default Location
that location will load every time you add an Item to a Job or other Document.
The Remember Location Switch overrides the Default Location above as well as
any default locations specified in Job Types, and always remembers the last
location used. This can be very useful for employees that take stock from their
vehicles for example, as their vehicle may be set as a location in the Inventory
Control Program. The Source Billing Date determines what date defaults to the
Posting program when you post an invoice. Set it to Sign on if you wish to use
the system sign on date, set it to Last Used Date to use the date the document
was last edited. This option can be useful in project style Jobs where it is
common to complete a Job but not bill it until several weeks later. Alternatively,
set it to Doc. Entry Date to use the date the document was created. External
Document Description is used to name what your field invoice might be called.
This field can be used in addition to invoice numbers and Job numbers to find
Documents in Service Manager. Next specify a period to age documents. After
a Job has been completed and Day End has been run in Service Manager the
Job will age to History if the Day End date exceeds the Age Document After
period. It is not necessary to set this period to 99999 as Historic Jobs can be re
activated at any time, and in fact it is recommended to leave this duration at 7 to
14 days as when Day End changes the document type to Historic it will not
longer burden the current Job pool with older Jobs and Finders will function much
more efficiently. Add default price lists if you use more than one price list. See
Service Setup for Price List fall back principles.
36 Service Manager
Options
Warn switch to disable price not found message

A switch has been added to company options to disable the price not found
message that occurs frequently during billing entry if no pricing is found for a
detail line.
This can often be the case if a price has not been setup for the price list being
used and the message can become annoying so we added an option to remove
this message.
We recommend this switch be set off so that in the normal course of a

transaction when the warning may be relevant for the user it will display.
Click the Processing TAB.
Training Guide 37
Options
Processing Page
In the General Section only check options that you require. If for example you do
not use Meters do not check Track Meter Readings and Meter related fields will
not be visible in Service Manager Equipment forms. If you track Equipment
Components it is necessary to check the Track Components switch or you will
not be able to setup components in Models or Equipment. The Employee
Assignment Method determines how Employees are automatically assigned to
Jobs. If set to Site Assignments it will use the Site Assignments as set in the Site
Master file for a customer. This can be very useful if you wish to identify who
usually works at a site but it can equally be cumbersome if it is not possible to
send those employees if there are scheduled elsewhere, so setting this field to
Manual Assignments can often be advantageous as assignments can be quickly
added to Jobs using manual tools.
Service Center functionality is available by checking the Use Service Center tick
box in the lower right hand corner. Multiple Service Centers can be defined in the
Service Center setup program.
On the Fly options allow you to process the functions listed during data entry, but
where security is an issue it may be preferable to set these off as applicable.
38 Service Manager
Options
Held Customer Allow Entry on Held AR Customers sets a warning message so that on creation
of a new document you will be warned that the Customer is On Hold. The flag
is also active any time you modify an existing Document as well.
Note that if unchecked, this flag also prevents operators from Posting Invoices,
Credit Notes or Cost Only entries for a Customer that is On Hold. The flag ties
closely in with Security Options in Administrative Services.
Site/Customer Creation - Setting this flag permits the operator to create a new
Customer record in A/R when creating any type of Document.
Model/Equipment Creation - Setting this flag permits the operator to create a new
Model record during entry of Equipment.
These two options can be overridden by security access granted.
Auto convert Service unit price to Customer currency will check the currency
tables in a multi currency system and convert a price on the fly using the latest
rate for that currency (if one exists) regardless of whether a rate has been setup
in the Price List tables for that Service. This field is not visible in a single
currency system.
Include Tax in PO receipted cost will use the Purchase Orders cost inclusive of
tax when supplying a receipt to a detail line that has been ordered from within
Service Manager using the Service Manager Purchase Order Add-On Utility.
This can be useful where tax is included in the landed cost of an item but should
not be used where VAT or GST tax regimes are used. This field is not visible if
the PO Add-on has not been installed.
Select the Commission method for the company.

Additional Never - Selecting "Never" as a Commission Calculation method hides and
Information therefore turns off the commission calculation process.
Always - Selecting "Always" as a Commission Calculation method will default

the Document to track Commissions based on the Standard Commission
method.
On Minimum NPAC - In the 90s, throughout many industries, margins have

been slowly eroding. Service Manager now provides a new method for
calculating commission in order to better control total costs and thereby maintain
profitability. Choosing this method, allows you to set Company wide, a minimum
rate on which to commit commission provided Net Profit After Commission is
equal to or greater than the percentage rate you prescribe. For example, if you
set an NPAC rate of 10%, and calculate commission, commission will only be
applied to the Document if the profitability after applying the calculated
commission is greater than or equal to 10%.
Click the Numbering TAB
Training Guide 39
Options
Numbering Page
Document numbers can have a total of (18) characters including prefix. Set you
Number Length and then specify a Prefix and take on number for the Document
Types you wish to use. You do not have to specify a prefix if not required. The
Prefix can be alpha numeric but the number can be numeric only. Check Use
Misc. Auto Numbering to ensure that numbers for Sites, Equipment, Models and
Schedules correctly order with leading zeros.
Additional The Miscellaneous Numbers relate to the New codes allocated to Sites,
Information Equipment, Models, and Schedules. These codes can be set to use leading
zeros and can be specified to a maximum length of 12 characters. If you do not
require Auto Numbering (Manually Allocate), set this option off. E.g. no auto
numbering, 1,10,2 with auto numbering, 001,002.010 etc. depending on the
leading zeros specified.
Click the Miscellaneous TAB
40 Service Manager
Options
Miscellaneous Page
It is recommended that you leave all default settings.
Financial Distribution Statistics are statistics obtained from revenue and cost
billing transactions (i.e. calculated from Standard Services, Labor Services, Sub
Contractor Services or Items), processed on Invoices, Credit Notes or Cost Only
documents. Using source data from these transactions, further financial statistics
such as Gross Profit, Totals and the Proportion of Total Business are also
calculated from this common base across all categories selected. The Proportion
of Total Business statistics can be calculated by setting the base to Document
Count, Sales, Costs or Gross Profit.
Selecting the Model, Equipment, Faults, Solutions, or Contacts check boxes,

allows you to display graphics for these records in various locations throughout
Service Manager. These are stored in the
[x]:\...\ACCPAC\COMPANY\VMSLTD\GRAPHICS\... directory. If you wish to use
graphics in your Company copy this directory including sub directories to the
relevant company database directory and then add graphics as required.
Click the Description TAB
Training Guide 41
Options
Descriptions Page
Click once on a description to enter edit mode. Enter custom descriptions as

required.
If you modify a Description the change will be inherited system wide.
That is, all existing Documents will reflect the change.
Click the G/L Gen TAB
GL Codes are stored formatted

All G/L Account codes are now stored as formatted codes.
The main reason for implementing this was that integration to G/L Account code
change (ACCPAC Options product), and the linking of report fields to the master
account tables now functions as without issue.
If you are already using formatted GL codes this will not have an impact on your
current system, but if you use unformatted GL codes and have GL codes
specified in the following master files, Options, Job Types, Phases and Services,
you will need to visit those records and refresh them so that the formatted code is
loaded.
If you experience any issues relating to this matter please do not hesitate to
contact us at technisoft@technisoft.com.au but this should be very straight
forward as the upgrade takes care of entries on existing documents.
42 Service Manager
Options
General Ledger General

Page
Service Manager incorporates full Sub Ledger accounting, and produces general
ledger transactions from postings of Invoices, Credit Notes, Adjustments and
Cost Only entries.
During the Day End process in Service Manager, batches are created in
Accounts Receivable and in General Ledger.
Click on the G/L Reference Field and select the information that you want to
appear with the unconsolidated details in the Reference column on the Service
Manager G/L Transactions report and in that field in the General Ledger batch.
Available options are: Document Number, Reference Number, Source Code /
Day End Number / Entry Number, Header Description, Customer Number and
Source Document number. Repeat this process for the G/L Description Field. It
can be useful to use the Source Document Number if you use WIP accounting as
this will put the Job number to transactions in the General Ledger.
Enter the default Service Revenue GL Account to be credited in the absence of a

specified revenue account in the Service master record.
Enter the default Service Cost GL Account to be debited in the absence of a

specified cost account in the Service Master record.
Enter the Cost Clearing GL Account you wish to default in the absence of a
specified cost clearing account in the Service Master record.
Training Guide 43
Options
Clearing Accounts are just suspense accounts that get cleared when the
equivalent entry in the relevant Sub Ledger module (e.g. A/P, Payroll) is posted
to the general ledger. Clearing Accounts avoid double posting to the General
Ledger when Service Manager is interfaced with other ACCPAC modules.
You can change the account codes selected at any time. The change will only
affect new detail lines entered on a Document.
If the Service Cost and Service Cost Clearing accounts are left blank, cost
entries will not be posted to the General Ledger by the Day End Processing
function depending on other override options set. They will still be available
within the Service Manager system however.
Enter the Discount GL Account you wish to use when applying discounts in
Service Manager. All discounts get posted to this account. You can change the
account code selected at any time. The change will only affect new detail lines
entered on a Document. This is a Company wide discount account but it is
possible to setup a Service to allow negative entry and specify a different
Discount GL code if you wish but this will not auto calculate the discount value.
The Rounding options allow you to apply a rounding mechanism to every

Document entered in Service manager. If you select a Rounding option, an
adjustment journal will be posted for the rounding debit or credit to the account
specified.
No Rounding: Choose this option to turn Rounding off.
Always Up: Choose this option to Round all Documents up to the nominated
nearest value.
Always Down: Choose this option to Round all Documents down to the
nominated nearest value.
Standard: Choose this option to automatically Round all Documents up or down

to the closest nominated value.
Select the G/L WIP TAB
44 Service Manager
Options
General Ledger Work In

Progress Page
Check the Track WIP option to turn Work In Progress accounting functions on in
Service Manager. Once WIP is checked in Options, it cannot be turned off, so be
careful using this function. You can still turn WIP off in the Job Header if
necessary. If you are not using WIP, revenue and expenses are recognized
immediately an Invoice, Credit Note, Adjustment, or Cost Only entry is processed
by the Day End function.
Additional Service Manager incorporates full Sub Ledger accounting, and produces direct
Information general ledger transactions from postings of Invoices, Credit Notes,
Adjustments and Cost Only entries.
Work In Progress is debited during this process and Inventory Control or Service
Cost Clearing is credited. When End of Day processes an invoice, Accounts
Receivable is debited and Billings is credited.
When an expense is recognized during Day End Processing, Service Manager

generates general ledger entries crediting the Work in Progress account and
debiting the relevant Cost of Sales account. When revenue is recognized,
Service Manager debits the Billings account and credits the relevant Revenue
account.
Remember that Job Types can override WIP expense and revenue default
accounts setup here.
Enter the WIP GL Account for the (asset) control account debited with the sum of
costs accumulated and credited when the costs are expensed. The account you
Training Guide 45
Options
enter here will default, but can be overridden by a WIP account specified in a Job
Types master record.
You can use the Finder or Arrow keys to locate the GL account code. WIP
accounts in the General Ledger are Balance Sheet accounts used in substitution
of cost accounts when Work In Progress accounting is used. The Work in
Progress account is debited when you post cost transactions, and credited
(reversed), when you Recognize the Expense. You can change the account code
selected at any time. The change will only affect new detail lines entered on a
Document.
Enter the Billings GL Account to credit when an invoice is posted in Accounts

Receivable and debit when revenue is recognized. The account you enter here
will default, but can be overridden by a Billings account specified in Job Types
master record.
The Billings accounts in the General Ledger are Balance Sheet accounts used in
substitution of revenue accounts when Work In Progress accounting is used.
Values in these accounts are reversed at a specified time (often % Job
Completion) to their individual detail line revenue accounts. You can change the
entered on a Document.
Overhead and Burden can be applied to a WIP Job, but cannot be applied
separately to specific Phases or Billing Groups within that Job. Overhead is
calculated for the entire Job based on the calculation method selected. The Job
Totals screen includes Overhead and Burden calculations providing a Net Profit
Before Commission (NPBC) figure for profitability evaluation purposes. The Day
End process posts these entries on Job completion.
There are (6) methods of applying Overhead to a WIP Job. Choose the method
your company uses and then Enter the applicable (%) or ($) rate that applies.
1. Never - No automatic method of overhead allocation is applied to the job

overall.
2. % Non-Labor Cost - Overhead is calculated as a fixed percentage of all non-
labor charges (material) dollar charged to a job. Includes all Non Labor
Services and Inventory.
3. % Labor Cost - Overhead is calculated as a fixed percentage of each labor
dollar charged to a job.
4. Flat Rate $/Labor Cost Hr - Overhead is calculated as a flat dollar amount for
each labor hour charged to a job.
5. Flat % of Total Cost - Overhead is calculated as a fixed percentage of the
total Job cost.
6. Flat % of Total Revenue - Overhead is calculated as a fixed percentage of
the total Job revenue.
Enter the Applied Overhead GL Account for the expense account to be debited
with overhead allocated from a Job, using the Overhead calculation method
chosen. You can use the Finder or Arrow keys to locate the GL account code. All
Applied Overhead is posted to this account. You can change the account code
selected at any time. The change will only affect new detail lines entered on a
Document.
46 Service Manager
Options
Enter the Recovered Overhead GL Account for the expense account to be

credited with overhead allocated from a Job, using the Overhead calculation
method chosen. You can use the Finder or Arrow keys to locate the GL account
code. All recovered Overhead is posted to this account. You can change the
entered on a Document.
The procedure for Burden accounts is identical. Burden is often used to refer to
Labor Overhead.
Select the G/L Cover TAB

General Ledger Cover
Page
Specify Agreement G/L Accounts as applicable. Specify the Warranty G/L Claims
Control Account as applicable too.
Additional All revenue covered by an Agreement is credited to the Agreement Revenue
Information account on the posting of an Invoice and debited on the posting of a Credit
Note.
Service Manager uses a process called Coverage Accounting, when taking up

agreement revenue applied to a Service or Inventory detail line in a Job that has
been covered by an agreement. The amount being covered is debited or
credited respectively to the Coverage GL Account when an Invoice or Credit
Note is posted. Service Manager accounts for Coverage on a Gross basis and
does not net off the transaction to the GL (see the examples given in Chapter 5
of the Setup Guide. If WIP is active, the Billings account is debited at Day End,
and when WIP is recognized, Billings is credited and the Coverage account is
debited.
Training Guide 47
Options
Additionally, you can select to amortize the original invoice that was raised for the
Agreement/Contract according to a specified amortization schedule over the life
or term of an agreement. That is, you can invoice a client for the agreement,
receipt the funds, but charge the revenue to your general ledger using a standing
entry to take up the revenue over time, and thereby match costs on an accrual
basis. The Unearned Income account is utilized for this process. It is again
recommended you review the examples given in Chapter 5 of the Setup Guide to
see how the unearned income account is transacted.
When Equipment is entered onto a Job, a Warranty Agreements will be available

if one exists and that equipment is covered by manufacturer warranty. The
Warranty Agreement will be set automatically and will apply as default when you
enter a Service or Item detail line. If the claim was caused by misuse you can
manually override the agreement selected if the line is not covered by Warranty
and set it to No Cover.
If the detail line is covered by warranty, when you run the Day End process, a
balance sheet Warranty Claims (suspense) account will be debited, and a
transaction will be created in the Warranty Claims file for subsequent invoicing
and reconciliation. When the Manufacturer either pays the Warranty claim or the
item is cancelled, the Warranty Claims GL account is credited and the
transaction is complete (see example).
Click the Response TAB

Response Page
Click in a field and enter the normal Business Trading hours as applicable.
Job Manager uses the Business Hours values set to validate the entry of new
documents. A warning will alert the operator if the requested time falls outside
normal trading hours. You can override this function and schedule a Job etc.
outside business hours at any time. As a visual key, Job Manager also displays
trading hours in white, and non business hours in green by default, to help
identify available time slots on screen more quickly (Screen colors and attributes
can be manually altered to suit each users requirement).
48 Service Manager
Options
Key Points It is not possible to modify the Options file if other users are using Service
Manager but it can be read. i.e. display only.
Financial Distribution Statistics are Marketing based and should not be confused
with individual record specific statistics, which are generally process related.
Training Guide 49
Service Centers
Service Centers
Setup a Service Center
Select Options from the VM Setup, VM General folder.
Click on the Processing tab and tick the check box which enables Service
Center Functionality.
50 Service Manager
Service Centers
From the Misc. tab in options, tick the check box Track Service Centers if
tracking of financial statistics will be required.
Return to the VM Setup VM General menu level.
Click on the Service Centers Icon from the V/M Setup, V/M General folder.
Training Guide 51
Service Centers
This will display the Service Centers form.
In the Service Center field, enter an existing Service Center Code to display its
details.
Note the Active check box on the right hand side of the form.
52 Service Manager
Service Centers
Alternately, use the finder to display a window containing existing Service

Centers.
To create a new Service Center, type in a code or abbreviation. This will

become the Service Centre Code used throughout Service Manager.
Click on the Profile tab with the mouse to define the Service Center description,
address and comments.
Training Guide 53
Service Centers
Click on the Numbering tab to display the numbering system which can be
specifically defined for each service center.
Click on the response tab to view the defined business hours.
Remember to click the Add button to save the new Service Center details. This
procedure will activate the Service Center and enable it ready for use.
Click the close button to exit the setup procedure.
54 Service Manager
Setup Employees to Service Centers
The assignment of employees to the available Service Centers is done through

via the Employee icon from the VM Setup VM General menu.
This will display the Service Manager Employees form.
Type the employee code into the Employee field (or use the finder) to begin
editing their details. You must tab away or click on the profile tab for the form
refresh to enter editing mode.
Training Guide 55
The Processing details located in the processing tab, has two extra options
available when Service Centers is activated.
Default Service Center Select a default Service Center this employee is

assigned to.
Restrict to this Service Center ONLY An employee can be restricted to the

selected Service Center Only by checking this box. You will not be able to
assign this employee to another Service Centers job list.
You must also verify the employee is active.
Depending on the employee, such as ADMIN for example would not be

restricted to any particular Service Center.
56 Service Manager
Setup Site Service Center
Setup Site Service Center
Select the Site Profile icon from the VM Setup VM Sites menu.
Enter the Service Center that will be primarily associated with this Site.
Training Guide 57
Setup Sub Contractors to Service Centers
Setup Sub Contractors to Service Centers
Select the Sub Contractors icon from the VM Setup VM General menu.
Choose the Subcontractor to edit.
The profile displays the Service Centre assigned to this sub contractor and its
description. You must make sure Active is checked.
58 Service Manager
Creating a Job including Service Center information
Select the Document Entry program from the Service Manager main menu.
Once Service Centers is enabled and configured for employees and sites, the
drop down menu bar becomes active and Service Manager will automatically
populate fields with default settings as defined in the setup procedure.
Select Service Center The Service Center drop down field is located immediately below the main icon
toolbar. It can be used to specify the Service Centre, and likewise will display
the Service Centre as per the active document.
GO Button Select the GO button to being the creation of a new job.
Training Guide 59
The header profile now displays the Service Center associated to this job.
Header Form
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. This field will be blank from a null screen.
Header form with site

entered.
The system will display updated information in the Service Centre (and its long
name) fields.
Once details have been entered into the Header form, press the Accept button
to continue creating the new job.
60 Service Manager
Select Billing Options
Select the required Processing Method and set the Tracking Option then press
Accept to continue.
Set Phase Options Specify the phase details and press Accept to continue.
Training Guide 61
Save Once you return to the Document Entry Screen, there is one final task - to click
on the SAVE icon.
This will allocate a Job number to the newly created job. Note the unique job
prefix used to differentiate between the Service Centers as defined in setup
options.
We now have a standard Job in the system and can start adding equipment,
billing, services and items to the job as per normal.
62 Service Manager
Sites
Sites
Estimated Time Typically allow about 5 minutes setup per Site.
Import/Export functions can speed this process dramatically as can the Auto
Generate Sites from Accounts Receivable program under the Utilities node.
Overview The Site Program itself is where Customer Sites are created or modified. Site
data is geographical in nature whereas Customer data relates to billing
information. Often a one to one relationship exists between a Customer and a
Site record but it is possible to create many Sites with the same Customer or
Bill To. For Example where a Head Office to many Site relationship exists.
Service Manager is Site driven opposed to Customer driven.
Documents are maintained by Site. The Site Setup program allows you to specify
default settings to be used when entering Documents for a Site.
Profile Page
Enter a Site number or click the paper icon to set Site code to the next record.
The Active flag will be set by default. You can uncheck this at any time to
deactivate the Site and prevent Documents being created for this site.
Training Guide 63
Sites
Click the Profile TAB. When setting up Options, on the Description TAB
descriptions were setup for Site Types. There are two fixed Site Types, Customer
Site and Vendor Site and there are (9) user definable types. Site Types can be
used to segment and report on Sites by the different types selected. For example
if you set up a loyalty tree to define Site Types you may create, Suspect,
Prospect, Good Customer etc. Setting the Type to prospect can be handy when
creating Quotes for example where the customer has not dealt with you before
and details are not on record. If the customer accepts the Quote, it is merely a
matter of changing the Site Type to Customer Site to re classify the customer.
Details do not have to be re entered again saving a great deal of time.
Use the Vendor Site type for billing Manufacturers for work performed under a
Warranty Agreement.
Next associate the Site with a Bill To account in Accounts Receivable for Billing
purposes. There can be many Sites to the same Bill to in Accounts Receivable.
For Example if work is performed for a bank which may have many branches
located at different geographic locations, it is possible to send all the accounts to
the same Bill customer.
The Agreements button can be used to view Agreements for that Site once
Agreements exist in the system.
Enter address details and click the Overrides TAB.

Overrides Page
Check Tax Override to override the Customer Tax Authority and or Class Types
as specified in Accounts Receivable. When a Job is started and services or
items are added the Site Tax overrides will be set in the absence of individual
64 Service Manager
Sites
service or item Tax settings. Enter a Tax Group code, and Tab away. Select
Properties to edit the Tax class for that Tax Authority.
Check the Price List Override switch to enable a Price List code for that
Customer. When a Job is created for that customer the Price List specified will
default when items or services are added.
Select the Processing TAB.

Processing Page
Enter a default Job Type if you need to specify a particular Job Type whenever
this Site is used otherwise leave this blank (recommended). Check Custom
Fields and associate a Custom Field Template with this site. Click the up arrow to
drill into the Custom Field Template and set values as applicable.
Enter a Site comment in the Comments area. Check the Warn on Entry flag to
have this comment pop up automatically when ever and where ever the Site
code is entered in Service Manager. This can be useful for advising users of
special information when dealing with a Site.
Click on the Callout TAB
Training Guide 65
Sites
Callout Page
Enter a description for a reference document used to identify a map reference.
Enter Map reference details and a call out sequence.
The call out sequence can be used to order Jobs to increase efficiency of
scheduling by optimizing routes. Choose a Zone. Enter a Site Primary Contact
and select the up arrow to drill into Contact Setup to add or modify Contact
details. Contacts will be covered in the next section. Check Categories as
applicable for the Site. Categories were set up in Class Type setup. If this area
is blank it is because no categories were created.
66 Service Manager
Sites
Assignments Page Click the Assignments TAB
Select Insert to add an Employee for Commission purposes. Commission rates

must total 100%. The maximum number of commissionable employees is (5).
Select Insert to add a Standard Assignment. A Standard Assignment should be

an employee that normally works at that site. If load standard Assignment is set
in the Options under the Processing TAB the employees listed here will be added
as Phase assignments when a Job is added for this site.
Training Guide 67
Sites
Marketing Page Click the Marketing TAB
Allocate Market Classes as setup in Class Types. These will be used for
reporting and financial distribution statistics. It is highly recommended that these
class types be setup immediately as financial distribution statistics will only
calculate from the time these are set. It is not compulsory to use Market Classes
but recommended. Slide the Reference Rating bar to the right to indicate what
type of reference site the Site is. The Site Listing Report can be used to identify
all sorts by market class that have a reference rating of (10) for example. Enter
Miscellaneous Information as applicable. Additional marketing information could
be store in Site Custom Fields if required.
68 Service Manager
Sites
Business Hours Page Click the Business Hours TAB
Set the Sites operational hours as applicable. Once you enter Mondays times
you can use the Sync button to Sync all other days to Mondays times to speed
up entry time. Check Operate Weekends to enable weekend trading hours and
complete these as applicable as well.
Right clicking in any Pane in Job Manager now allows you view Site Business
Hours.
Training Guide 69
Sites
Equipment Page Click the Equipment TAB
All Equipment at a Site is listed in this area once site equipment has been
created. Click on an equipment record and select properties to drill into the
equipment record. Site Component Equipment will list here as well.
Select Add to add the site or Save to update an existing site record.
Key Points The Auto Create Sites function (see Utilities node), allows you to quickly
initialize a new Service Manager database by copying Accounts Receivable
Customer information to Site and Contact records in Service Manager. This is
an automated process and is on a one to one basis record for record.
There are several default settings and filters that can be specified when creating
new Sites.
This function can not be used to create a multi Site to one Bill to relationship.
70 Service Manager
Contacts
Contacts
Estimated Time Typically allow about 2 minutes setup per Contact.
Import/Export functions can speed this process dramatically as can the Auto
Generate Sites from Accounts Receivable program under the Utilities node.
Overview Contacts are Site related. Each site can have unlimited Contacts associated
with it. Each Contact record contains information about the Contact including:
name and position information, contact telephone and fax numbers, e-mail
address, a photo ID, and up to (5) events that you would like the contact to be
associated with. An example of an Event might be a News Letter, Upgrade
Notice, or Birthday greeting.
This program also provides you with the ability to add notations to the contact
and e-mail the Contact directly using your default e-mail program.
It is recommended that your Primary Site contact code be set to the same value
for each Site. This code can be set to default from Options, and we recommend
that you use the code SITE as this is easily identifiable.
Main Form
Enter a Site Code and select the Go button to view contacts for the site. Double
click a contact or select Properties to details on that contact. Select the E-mail
icon to e-mail a contact at anytime. Select the Notation icon to add notations to
the contact record for that contact. Notations can be unlimited. Notations added
can be read by others at any time by selecting the Notation icon. The View icon
will launch a graphic for the contact and the print icon allows you to print the
contact details to hard copy.
To create a new contact, select the New icon in the Tool bar.
Training Guide 71
Contacts
Profile Page
Enter all contact details as applicable. It is highly recommended that telephone

and e-mail details be inserted. Without these it is not possible to use the e-mail
functions in Service Manager including the Event Manager program.
Check Use Picture and select View to add a graphic to help identify the contact.
The graphic can be viewed at any time.
72 Service Manager
Contacts
Events Page
Select the Events TAB
Events descriptions were setup in Options on the Description TAB. If you

change an event description in options it is inherited across all contacts in the
system immediately.
Events can be used in Event Manager to e-mail contacts based on those events
checked.
Training Guide 73
Models
Models
Estimated Time Typically allow between 2 and 5 minutes to setup a Model.

Overview The Model Setup Function allows you to define all the Models that a company
services.
Each Equipment record must be associated with a particular Model and will
inherit that Models characteristics. A Model may also relate to an item in
Inventory that you sell.
Information maintained includes: Manufacturer Details, Model Group Class,

Release Date, Comments, Warranty Defaults, Maintenance and Meter Details,
and Fault Codes that may apply to that Model.
Profile Page
Enter a Model code or select the paper icon to set the next record. Tab and enter
a description. Click the Profile TAB.
Enter a Manufacturer and Model Code. Enter a Model Group, setup in Class
Types if applicable. The Release Date will default but can be set manually if
desired. Enter the vendor part number. Check Custom Fields and choose a
74 Service Manager
Models
Custom Field template to use for this Model. You can use the up arrow to drill to
Custom Field setup but remember if you add, modify or delete a code the
changes made will be inherited by all equipment that use this model. Add an
Item Relationship to an Inventory Item. When selling an Item on a Job or Sale
Document, this association will match the item with a model to allow creation of
an equipment record automatically from that model. Check Use Model Picture
and select the View button to associate a graphic to the model. Add comments
in the Comment area and select Warn on Entry if you want the comment to pop
up whenever equipment of this model type is added to a Job.
Click the Processing TAB

Processing Page
Check Track Warranty to implement manufacturer warranty tracking. Specify a

default warranty period. When an item is sold that uses this model, the warranty
period will default to the equipment record created. Check Track Maintenance if
you want to setup maintenance for equipment created using this model. If you
do not check this option, maintenance fields will disappear. You can set it on at
equipment level at any time if required. Maintenance routines are setup at
equipment level.
Check Tack Meters to allow setup of a meter on an equipment record.

Equipment can have unlimited meters on them. Add a meter description and unit
of measure. These will be inherited by all equipment meters using this model.
Select a default schedule to read the meter and select the term over which the
meter is to be read. Choose a meter reading employee if applicable. The Meter
Training Guide 75
Models
employee can be used to filter meter reads in the Meter Processing program.
Check Allow Meter Billing to allow equipment created using this model to be
added to Meter Agreements for billing purposes. If this is left unchecked, you
can still read equipment meters for this model but the equipment can not be
added to a Meter Agreement for automatic billing purposes when the meter is
read. Checking the Reset Type Meter resets the aggregate meter reading back
to zero after the meter has been read and processed.
Click the Meters TAB

Meters Page
Check Track Maintenance to enable meter tracking. Specify the Description in

the field provided. Specify the unit of measure to be associated with the meter.
Specify an existing schedule to be the Default Schedule by using the finder.

Drilling into the selection will bring up the relevant schedule details. The settings
displayed, show a monthly reading to be taken for the next year. Default period
has been set to 30 days.
Assign an employee to the tracking. Allow meter billing will pass on information
required to generate an invoice. Entry warning will display a Warning message
when the % specified is achieved.
Reset Type Meter Select this check box if the meter is to be reset to zero after
each reading.
Click the Faults TAB
76 Service Manager
Models
Faults Page
Select the Insert button to associate faults with this model once faults have been
created. It is not necessary to add faults when setting up the model as they will
automatically be associated with the model when service work is performed on
equipment that uses this model and fault registrations are logged to the
equipment. It can be handy to visit Model Setup to quickly see all faults
associated with that model once Service Manager has been operational for some
time.
Click the Components TAB
Training Guide 77
Models
Components Page
Select insert to find another Model to insert as component to this master model.
During the insert function you can specify a quantity to insert for that model.
Whenever an item is sold equipment is created using this model and equipment
components are also created. Select the IC BOM button to insert components
quickly using a bill of material item from inventory control. Make sure that model
relationships exist for each item in the BOM or the model will not be inserted.
78 Service Manager
Models
Accessories
Accessories such as cords, parts, covers, disks, etc can be added in the
Accessories section. This will keep all the components of the customer
equipment accounted for.
Key Points Models must exist before equipment can be created in Service Manager.
Equipment inherits features from the associated master Model record.
A model maintenance program can not currently be set at Model level. That
means if creating equipment for that model, maintenance has to be setup each
time at equipment level.
It is now possible to create Component Equipment for a Master Equipment

record. We refer to this relationship as a Parent/Master to Child/Component
relationship. This relationship is a one level deep Equipment to Equipment
relationship. i.e. one Equipment is a Parent and many equipment may be
Components. Before you can create a Master/Component relationship you must
first turn on Component Tracking in the Options Table. (See V/M Setup,
General, Options, Processing TAB).
It is important to understand that each Equipment, be it a Master or Component,

is treated as a separate individual Equipment record in Service Manager.
If you transfer a Master Equipment that has Components to a new Site, all its
Components will transfer to that Site as well.
You can also transfer an individual Component by right clicking on the Equipment
Training Guide 79
Equipment
(in a Job), and selecting Transfer. This option allows you to transfer the
Component to another Site.
If you want to transfer the Component to another Master Equipment record,

select properties on the Equipment and drill into the Equipment Master file or
simply open the Equipment Master file from the Desktop, by selecting V/M Setup,
V/M Equipment, Equipment, and choosing the Equipment record.
Next choose the Component TAB and then choose the Transfer button. Choose
the Equipment record you wish to Transfer to. Note that the Master Equipment
record you are transferring to can also be at another Site.
Equipment History stores an audit record of all transfers for both the Master and
Component record/s.
If you edit a Master Equipment Record and view History, TABS will appear at the
top of the History form for every Component. If you select a Component TAB
you can view that Components history. Note that if a Component is deleted,
retired or transferred it will still appear in the list for that Master Equipment so that
a complete History is maintained for that Master Equipment life cycle.
Equipment
Estimated Time Typically allow between 2 and 10 minutes to setup equipment depending on
whether a maintenance program is required.
Import/Export functions can speed this process dramatically. The Auto Create
Equipment program (see Utilities node) can help initialize and equipment
database from sales in Order Entry or from Serialized Inventory if either of
these products are installed.
Overview The Equipment Setup function allows you to define new equipment records and
automatically add them to Site records in Service Manager.
An Equipment record cannot be created without first linking the Equipment to a

Model.
Equipment information includes: Site and Contact, the Model, Serial Number,
Install Date, Last Service Date, Warranty Details, and Sales and Purchase
information. You can also view Custom Field information specific to an
Equipment record, Pictures of the Model, History, associated Agreements,
Meters, and Maintenance details.
The Equipment automatically inherits many of the above features from the
associated Model record.
History includes Billing Details, Notations, Audits, Jobs, and other information.
Equipment can be transferred between Sites and History for that equipment
including a transfer audit is maintained at equipment level.
80 Service Manager
Equipment
Equipment can be created "On the fly", during Document entry, or by using the
Setup Equipment Icon on the Desktop.
If Component Tracking is set on in Options, serialized components can be

created for equipment. Components can have their own warranty period or they
can inherit warranty from their master equipment.
Profile Page
Enter an equipment code or select the paper icon to select the next record. Click
on the Profile TAB. Associate a site and contact to the equipment record. Click
in the model number field and select a model. Enter a serial number or use the
equipment code as it is unique if a serial number is not available. It is not
possible to add an equipment record if a serial number has not been entered.
Serial numbers are unique per model. That is an identical serial number can only
exist in the database if it is for a different model. Choose an equipment status if
applicable. There are (3) fixed equipment statuses, Active, Suspended and
Retired. There are also (10) user definable statuses which are set in the Options
file on the Descriptions TAB. It is recommended that statuses be created for the
equipment whereabouts or operational status. The installation date will default if
the equipment is created from a sale of inventory otherwise this can be set
manually to initialize it at any time. The next service date can be manually
updated at any time. An equipment record can be deactivated and prevented
from being added to a Job by un-checking the Active switch.
Click the Processing TAB
Training Guide 81
Equipment
Processing Page
All switches are inherited from the associated model record for the equipment.
Click in the warranty start or end dates to change a date or specify a duration in
days and the warranty expiry date will back calculate. Selecting Properties on
custom fields will launch the Custom Fields program and you can enter values for
the Custom Fields. Selecting Properties on Maintenance allows you to create
maintenance routines for the equipment. Maintenance setup is covered in the
next section. Select Meter Properties to setup a meter for the equipment. Meter
setup is covered in a subsequent section as well. Click the Information TAB.
82 Service Manager
Equipment
Information Page
Any of these fields can be updated manually at any time but it is important to
note that when an item is sold in Service Manager and equipment is created from
the sale of that item the invoice number, date, price, and cost is automatically
updated. Gross Profit is a calculated field. Also if the item was originally ordered
using the Service Manager Purchase Order Add-On Utility then purchase order
details such as the PO number, date and Vendor will also automatically be
update when the item is sold and equipment is created. The Created from Item
field will be updated with the item number the equipment was created from as
part of the auto create equipment function.
Click the Components TAB
Training Guide 83
Equipment
Components Page
If a model has been setup with components when an item is sold in Service
Manager and equipment is automatically created from that model, component
equipment is also created. To add a component manually select the Insert
button and specify an equipment record. If the equipment you are creating is a
component a Transfer button will appear in place of the Insert button allowing the
transfer of that component to another master equipment record.
To transfer simply select the Transfer button, and choose the master equipment
record you wish to transfer to. It is not possible to transfer to a component record.
Note that the Master Equipment record you are transferring to can also be at
another Site.
Equipment History stores an audit record of all transfers for both the Master and
Component record/s.
If you edit a Master Equipment Record and view History, TABS will appear at the
top of the History form for every Component. If you select a Component TAB
you can view that Components history. Note that if a Component is deleted,
retired or transferred it will still appear in the list for that Master Equipment so that
a complete History is maintained for that Master Equipment life cycle.
The current record is always highlighted in bold type.
Click the Agreements TAB
84 Service Manager
Equipment
Agreements Page
If agreements exist for the site the equipment belongs to they will be listed in the
Agreements TAB. Check an Agreement to quickly add the equipment to that
agreement. Remember to update the Agreement billing in the Site Agreement
Document if billing is affected by the addition of the extra equipment record.
Key Points Equipment can not exist without first creating a Model.
The equipment import / export functions are comprehensive and an equipment

database can be initialized very quickly using the import facilities.
Equipment can be created from inventory items on the fly using the Auto Create
Equipment program. The Auto Create Equipment program can also create
equipment records in Service Manager from sales in Order Entry of serialized
items or from Serialized Inventory if installed.
Equipment can have unlimited components.
Equipment can be attached to an existing Agreement by selecting the Agreement

TAB and checking the relevant agreement.
Equipment can have a whereabouts or operational status.
Training Guide 85
Equipment Meters
Equipment Meters
Estimated Time Typically allow between 2 and 5minutes to setup a meter for equipment.

Overview Meters are created and modified using the Meter program. Each equipment
record can have many meters, and each meter can be read at different
intervals and processed separately. The Meter will inherit much of its setup
information from the Model. This includes the Schedule used to drive the
recurring readings for the Meter. Several tailoring options exist in the program
to specify how to track the readings. Meter reading history is also maintained.
Profile Page
To create a new meter click in the Site field top right and choose a site. Next
choose an equipment record then click in the meter field and enter a number for
86 Service Manager
Equipment Meters
the meter. Select Go to gain focus on the record. Click in the Description field
and add a description for the Meter. Model information will default from the
model file. Choose a schedule and set the Schedule Period to identify the term
of the meter read. Choose a meter read employee responsible for reading the
meter. This can be left blank but is useful for reporting and queries. E.g. show
me all the meters I am due to read today. The Active drop down allows you to
activate or stop the meter at any time. If you stop the meter you will not be able
to process a meter read or billing for that meter. A Minimum Value field is
available for calculation purposes. It does not prevent reading being entered that
are less than the minimum; it is used to calculate meter billing based on the
minimum value. This is relevant in the photocopy industry as well as other
industries. The Entry Warning % field is used to check variance on normal
average reading values. It can help identify keyboard error or exceptions. For
example, if a meter read for an equipment record is normally 5000 usage and a
meter read of 50,000 is entered, based on the Entry Warning % of say 10% the
operator would immediately receive a warning message.
Enter the current reading in the Reading field. This will auto calculate usage if
applicable. If you are initializing a meter for the first time, you can click the
History TAB and initialize the take on reading there (see next graphic).
Usage and Usage/Day fields are calculated by the system automatically.
The Deduction field is used to enter usage that should be deducted from the
current reading. This is handy where a service has been performed and tests
incurred usage and the value of the test usage can not be billed to the customer.
The Deduction field is reset if the Meter is being billed when an invoice is
generated.
Deductions do not accumulate but are added to the history audit for that meter.
The Last Processing field can not be edited and displays the current status of the
meter reading schedule.
Click the History TAB
Training Guide 87
Equipment Meters
History Page
As readings and usage accumulate the History Reading, Last Usage and Last
Posting fields are updated automatically but you can input an initial take on
reading if required by editing the Reading field. Totals and Averages are
calculated by the system on an ongoing basis.
Key Points The Equipment Meter section deals with how to setup a meter. Although it is
possible to process the meter from the setup program, meter processing in
general, is part of the Meter Processing program, and meter billing is part of
Document Entry. Both of these topics are covered elsewhere in relevant
sections of this Training Guide.
88 Service Manager
Equipment Maintenance
Estimated Time Setup time can vary greatly depending on the maintenance program.
Typically allow between 2 and 5minutes to setup Equipment Maintenance.

Overview The Maintenance program is used to create Maintenance Schedules for the
ongoing routine service of Site Equipment.
Maintenance programs consist of Actions and Conditions. Actions indicate what

to do when the Maintenance is due, such as create a new Job or Invoice.
Conditions are the triggers for those actions and contain criteria and filter
information.
A Maintenance Schedule can have many Actions, which in turn can have many
conditions. Each condition can be set to action only once and/or be mandatory.
The following is an example of a condition that might be applied to an Equipment

Maintenance Schedule, Create a new Job when the days since last service is
greater than (365) days. If this condition were true, Service Manager would
create a new Job in the system to service the Equipment.
A separate Maintenance Processing program provides the ability to process

Maintenance Schedules in volume using criteria filters to identify Maintenance
that has become due.
Profile Page
Training Guide 89
Choose site equipment first. Click in the site code field and choose a site or
select the equipment number directly and select Go to load the site equipment.
Setting up maintenance is a two step procedure. First create an Action and then
create Criteria or conditions to trigger the Action. You can have many Actions
and many Criteria. Select the Action button.
Action Form
Choose an Action. There are 2 options, New Job or Direct to Invoice. If you
select New Job you must also specify a Template on which to base the new Job
when it is created. It is not possible to add to an existing Job at this time but
history for the equipment will include all Jobs generated. If you select Direct
Invoice you must also specify a Template to use for the invoice. When the
maintenance is criteria trigger the action, a Document based on the Template is
created. Next choose the Quantity Option you wish to use when creating the
Document generated. The Quantity Option field allows you to select how you
would like quantities setup in the Job when it is created from the Template. If
you choose Standard Copy all quantities will be set in the Supply column of a
detail line during copy. It is perfectly correct to use this option but please note
that if you run the Multi post program, because they are set in the Supply column
they would appear in the list for Jobs ready to invoice, when in fact they may not
yet be ready. We recommend you use one of the other options if this becomes
an issue for management. Back Order places all quantities on back order and
zeros the supply quantity. Zero all Quantities is self explanatory, and Override
Quantities allows you to specify a quantity. The last option can be useful for
builds or where multiple services or items are required. Select Accept, select
General Condition.
90 Service Manager
Condition Form
Now that you have created an Action you need to specify Criteria to trigger the
Action. General Criteria are equipment related and Meter Criteria are meter
related. It is possible to have combinations of General and Meter conditions.
Select criteria from the list. Select an Operand and choose Accept to add the
criteria. Repeat this process as applicable or create a second Action and add
further criteria to this. Criteria have two special properties, Mandatory and
Action Once Only. If setting up multiple criteria mandatory can be used to create
dependencies. For example, if this condition is mandatory and not true even
though a second or subsequent condition is do not perform the action. Action
Once Only, is useful where meter readings are cumulative and if based on the
reading will continue to be true even though the action may have been
completed. For example a motor car service may be due at 10,000 miles, 20,000
miles and so forth. Once the meter reaches 10,000 or greater perform the
10,000 mile service. When the reading exceeds 20,000 it is still great than
10,000 but we do not want to repeat the 10,000 again so we set the condition to
Action Once Only. You can also specify conditions such as 6mths or 10,000
whichever comes first.
Major Minor Actions can be setup by adding multiple actions and choosing
different templates. History for the equipment will store all actions with the
equipment record. Select Accept.
Select the Meter Condition button.
Meter conditions follow the same process as General Conditions but criteria are
based on meter functions. Add criteria as required and select accept. Once all
Actions and Conditions have been created, use the Calc button to check if any
are true. If they are you can manually post the Action by selecting the Post
button but it is recommended that you use the Maintenance Processing program
to process maintenance.
Key Points and Tips

Key Points Currently there is no way to setup up Model Maintenance and have equipment
inherit from the model. Maintenance is being revised 2nd quarter next year to
allow this.
Setting up equipment maintenance can be very useful where a company has

large numbers of equipment. Rather than setting Jobs up in advance in
Document Entry, the Maintenance process can be used to trigger Jobs only
when a condition is true.
Training Guide 91
Item Relationships
Item Relationships
Estimated Time Setup time only takes a few moments per record but it is recommended the
Import/Export functions be used where large inventory databases.
Overview The Item Relationships program allows you to link Items of Inventory to Models
in Service Manager and/or Universal Product (Bar) Codes.
Therefore it is possible to sell an item of inventory by scanning in its UPC (bar)

code, and after posting the item to an invoice, auto create an equipment record
for the site from the sale of that item by automatically associating the items
model relationship to that equipment record.
Profile Page
We recommend that you check select F6 first to check if an existing relationship

exists before trying to create a new one.
Enter an Item code. Click the Profile TAB and match a Model with the item. Click
in the UPC field and add a UPC code or scan one in. Select Add to create a new
item relationship or click Save if editing an existing relationship.
Key Points It is not mandatory to create an Item, Model, UPC relationship. It is legitimate
to just create an Item, Model relationship or an Item, UPC relationship.
In Document Entry there is an icon to allow entry of items by scanning the UPC
code. You can us this feature to scan items that are not going to be used to
create equipment as well, such as consumable items for example. If you do not
use bar codes ignore the UPC codes but it is important to create item, model
relationships in order to use the Auto Create Equipment function in Service
Manager. This speeds up this function by not requiring input at line level by an
operator to match the item to a model. This is especially useful where equipment
is generated using the Auto Create Equipment function for items sold via Order
Entry or that are in Serialized Inventory tables.
92 Service Manager
Faults
Faults
Estimated Time Setup time for an individual fault only takes a few moments but we recommend
using Import/Export functions if there are large numbers of faults to input.
Overview The Fault group of programs allows you to configure Fault Analyzer. Setup
programs include Faults, Symptoms, and Solutions. These can be imported
from Manufacturer information (if available), or created on the fly during the
analysis of the problem.
When an Equipment record is added to a Job, it is possible to specify a Fault or

many Faults against that Equipment.
These entries are termed Fault Registrations and collectively form the basis for
the Fault Analysis component of Service Manager.
Symptom/Fault/Solution
Relationship
Fault Setup allows you to specify the Model and Fault Grouping, General
Comments, related Symptoms, available Solutions, and the Models that they
apply to.
Training Guide 93
Faults
Profile Page
Click in the Fault Code and enter a new code. Tab and enter a description. Click
on the Profile TAB to gain focus. Enter a Model Group and Fault Group if
applicable. Add comments and check Warn on Entry if you want the comment to
act as a warning message anytime the Fault Code is used in Service Manager.
Fault is failure related, is intended to be used to indicate that the fault is severe
and the equipment requires shut down or replacement. Check the field, Fault is
failure related, as required. It can also be used for reporting purposes. Check
Use Picture and choose the View button to add a graphic to the fault record. This
can be very handy for outlining or describing the fault. As the saying goes a
picture tells a thousand words.
Click the Symptoms TAB
94 Service Manager
Faults
Symptom Page
Select insert, to add a symptom to a fault. If one does not exist select the paper
icon to add a new one. Symptoms are covered in a subsequent section. A fault
can have many symptoms associated with it. Select the Solutions TAB.
Solution Page
Select insert, to add a solution to a fault. If one does not exist, select the paper
icon to add a new one. Solutions are covered in a subsequent section. A fault
can have many solutions associated with it. Select the Models TAB
Training Guide 95
Symptoms
Model Page
Select insert, to add a model to a fault.
If one does not exist, select the paper icon to add a new one. A fault can have
many models associated with it.
Key Points A Fault is the basis of the Fault Analyzer program in Service Manager. It is
possible to create symptoms and solutions without associating them to faults,
but a fault registration can not be created for an equipment record without a
fault.
The Fault Analyzer is often referred to as a Help Desk. As a Fault registration is

created in service manager it is stored in the Fault Analyzer database so that it
can be referenced at any time.
Symptoms
Estimated Time Setup time for an individual Symptom only takes a few moments but we
recommend using Import/Export functions if there are large numbers of
symptoms to input.
Overview Symptoms may apply to many Faults and Faults may have many Symptoms.
This program allows you to define Symptoms relating to a Fault, which in turn
associates those Symptoms with a Model.
96 Service Manager
Symptoms
Other information included in Symptom records are: Keywords that aid in

searching for Faults and Solutions related to the Symptom, and an Internal and
External Comment.
Profile Page
Click in the Symptom Code and enter a new code. Tab and enter a description.
Click on the Profile TAB to gain focus. Enter a Keyword to help identify the
symptom more quickly when doing database searches but it is not compulsory to
do so as the internal comments can be used to search as well. Add internal
comments. It is recommended to keep these brief and focused on what the
symptom is. Enter External Comments as applicable. External comments can
be used to advise customers, or they can be used as an additional comment
area. They were originally designed, so that when Fault Analyzer becomes
available across the Internet, different comments can be displayed depending on
the type of individual accessing the program. Click on the Faults TAB.
Training Guide 97
Solution
Faults Page
Faults can be associated with symptoms. Click insert to add a fault to the
symptom record.
As is the same in all relationships whether they are symptoms, faults or solutions,
records can be created during Job entry on the fly if necessary, they do not have
to be created in advance.
Solution
Estimated Time Setup time for an individual Symptom only takes a few moments but we
recommend using Import/Export functions if there are large numbers of
symptoms to input.
Overview Solutions may apply to many faults and faults may have many solutions. This
program allows you to define solutions relating to a fault, which in turn
associates those solutions with a model.
Note that Billing Group Templates can be attached to solutions. When a solution
is chosen in Document Entry as part of a fault registration, the Billing Group
98 Service Manager
Solution
Template can be auto loaded directly into the Document. The Billing Group
Template might include service charges, and parts to affect the repair as well as
notations.
Custom Fields can be added to Solutions in order to determine which fields to

display when creating a Fault Registration in Document Entry. File attachments,
Email and/or Web links can be used as solution references.
Profile Page
Click in the Solution Code field and add a new code. Next Tab and add a
description. Enter a Keyword to help identify the solution more quickly when
doing database searches but it is not compulsory to do so as the internal
comments can be used to search as well. Add internal comments. It is
recommended to keep these brief and focused more like a summary as
references can be add for if comprehensive detail is required. Enter External
Comments as applicable. External comments can be used to advise customer,
or they can be used as an additional comment area. They were originally
designed, so that when Fault Analyzer becomes available across the Internet,
different comments can be displayed depending on the type of individual
accessing the program.
Check, Attach Billing Template to choose a template that will automatically load
when this solution is used to resolve a fault. The template can include standard
Training Guide 99
Solution
services and parts as required. Choose a Source Template then choose a billing
group if there are more than one in the Template. When a fault registration is
added to an equipment record in a Job, Service Manager will prompt and ask you
if you wish to load the template to the Job. The services and parts will then be
added automatically. This saves a great deal of time as data does not have to be
entered manually.
If relevant, specify an estimated duration for the repair. This can be compared
with the actual duration to report on mean time to repair for example.
Check Use Picture, and choose the View button to add a graphic to the solution
record. This can be very handy for outlining or describing the solution.
Select the Reference TAB

References Page
An External Reference can be used to provide extended detail on the solution.

External References can be of three basic types; File, Web URL, E-mail. File
can be attached to solutions. Files can be of any type. For example, Word or
Excel documents, CAD files, PDF files Visio files etc. Web URLs can be used to
point to a manufacturers web site. These can point to frequently asked
questions, or support documents. Alternatively just send an e-mail to a specified
e-mail address to notify a contact or other staff member. Click on the Degree of
Difficulty slider and position as required to specify how difficult the solution is to
100 Service Manager

Solution
implement. Next choose up to five skills required to perform the solution (if
applicable). Finally check the Use Custom Fields check box to enable Custom
Fields. Choose a Custom Field Template. When a solution is added to an
equipment record the custom fields can be used to further define the solutions
particular characteristics.
Click on the Fault TAB

Faults Page
Select insert to insert Faults that apply to this solution or select the new paper
icon to create a new fault if one does not yet exist.
Solutions can also be associated with faults on the fly during creation of a fault
registration.
Select Add to add the Solution or Save, if editing an existing solution.
Training Guide 101

Solution
Document Entry
Tools / Options
General
Open Document Entry and select Tools-Options from the main menu bar.
Select the general tab to display the following options:-
Setup Options
The Default Service Type can be set to Standard, Labor or Contractor. This
should be selected in the initial installation when the company database is
created.
102 Service Manager

Solution
Default Service Type
Document Tree Defines the format and structure of the document tree.
Document Tree
The drop down box provides additional display options for the directory tree
structure.
Tree Style
General options - check boxes.
General Options
Details Related options - check boxes.
Details Related
Training Guide 103

Solution
Posting related options - check boxes.
Posting Related
Admin Utilities
File - Last Opened Document

By selecting FILE from the menu bar, the last opened jobs will be displayed. To
work on any of the last opened files, simply click on the respective job number
and the system will load the job details ready for action.
File Last Opened
Help Check for Updates
Service Manager provides a product update option. From the HELP option on the
main toolbar, choose the Check for Updates option. If an active internet
connection is available, the default browser will launch attempting to connect to
the Technisoft Website - Available updates WEB page. This page display any
updates available for the Service Manager Product being used.
104 Service Manager

Check for Updates
On this page you will find information regarding any updates and or service
packs that may be available for your version of Service Manager.
WEB Browser view for
Check for Updates
Training Guide 105

Document System and Icon Breakdown

Expand Document Entry Nodes
Expand/Collapse buttons have been added in document entry to quickly hide
and show relevant information. These buttons are located in the middle of the
screen just below the GO button.
Tree view after + is clicked
Tree view after is clicked.
Drag and Drop Tree Nodes in Document Entry

It is now possible to drag and drop tree nodes that have been incorrectly
positioned in the tree. For example if a labor charge or item is placed in the
wrong phase, it can now be moved to the correct phase by simply dragging it to
that phase.
Posted transactions can not be moved after a day end has been processed if
commission tracking is used. A copy function is not yet available but may follow
in a service pack.
106 Service Manager

Also note that in Document Entry, Tools, Options, General Tab, in the General
Section, there is an option Allow Drag and Drop of Tree Nodes. This is set on
by default, but if this is checked off, drag and drop functions will be disabled.
Item moved to Phase 21 by dragging and dropping.
Document Contract Value includes Documentary option

The contract pro ration option introduced in version 5.1 to allow pro ration of
values across the entire contract (see 5.1 update notice below for full
explanation), now includes a new option called "Documentary".
Training Guide 107

This can be used to specify a contract value that is purely documentary at the Job
header level.
To set this value, open a document in Document Entry. Select the Options Tab,
and in the Contract Options area of the screen, select the Contract Method,
Documentary Only.
Then insert a value for the contract in the field labeled Sub-Total mount and save
the document.
108 Service Manager

Tool Bar
Printing
The tool bar contains quick access to items required for day to day use.
Tool Bar
The Print button on the tool bar provides two options:-
General Print Function
Print Icon
The Drop Down Print menu lists options to Print General, Summary, Payment
Summary and Equipment Billings.
Print Options
Clicking the print button on the tool bar directly will bring up the Print Reports form
enabling you to selectively choose options and additional details to print.
Print Reports
Training Guide 109

Print Summary will print a complete summary of the current job that is selected.
Print Summary
The following window will pop up requiring confirmation of details before printing
commences.
Print Payment
Summary
110 Service Manager

This is the resulting print generated by this option

Payment Summary
Printed
Tax
Tax Icon
Click on the Tax Icon to view the tax details as pre-defined for your company
and country as required.
Tax Options
Training Guide 111

Currency
Currency Icon
Press the Currency icon to adjust and confirm the relative currency as required.
Currency Rates
Fast Icons
Fast Icons are located on the right hand side of the document entry screen. The
icons will highlight dependant on the node selection in the directory tree.
Equipment for example will add two icons to the tool bar being picture view and
equipment history. These icons will disappear when the node is changed to a
node other than equipment.
When using the fast icons, be aware of their activity. For example, when job is
highlighted in the directory tree, you can not enter equipment. You must first
create a phase, highlight the phase and the equipment icon will become active.
When the Job node is highlighted in the directory tree, you will be able to add a
phase for the job. (Note every job must have at least one phase).
112 Service Manager

Insert Phase Line

Insert Phase Line Icon
By clicking on the phase icon, you will then see the following pop up window. The
defaults are customized in phase set up. You can also over-write the description
and change the operating status of the Job. Accepting this page will create a new
phase in the job.
Phase Type
Equipment Fast Icon
Once a job has been created and a phase added, you are able to add equipment
to the job.
Insert Equipment Fast-
Icon
Single Select
Training Guide 113

Clicking the icon will generate a single equipment selection form. An equipment
Finder is available to select a piece of equipment. Once a piece of equipment is
selected, the equipment details are displayed. Warranty and Agreement details
also appear.
Equipment
Multi Select Equipment
Click on the equipment drop down arrow. This displays two options being Single
Select Equipment and Multi Select Equipment. Multi Select Equipment is used
to add more that one piece of equipment to a phase within a job.
Multi Select Option
114 Service Manager

Clicking on the Multi Select Equipment menu option allows you to browse the
entire equipment list for the client site. Select the equipment from the list and tick
the items you wish to add to the job phase.
Multi Select
Equipment window
Insert Billing Group
Click the Insert Billing Group line to add standard or group total only billing
information.
Line Fast-Icon
Pop up window displayed after click. Once you have created a billing line you may
insert services and items into the line.
Training Guide 115

Billing Group Profile
Insert Service Line
Insert Service Line - will add a service to the billing group.

Insert Service Line
Fast-Icon
Inserting a service item, such as a call out selected through the finder, allocates
this service to the billing group level. Assigned Employee, Entry Modes, Time
Entry, Billing, costing, miscellaneous, taxation and G/L details are all available
from this form.
116 Service Manager

Service Entry
Insert Item Line
Insert Item Line will open the item pop up window. Use the finder or type in the
item code.
Insert Item Line
Fast-Icon
Training Guide 117

Item Details Item details and financials are displayed.
Blank padded Item segments
Where an item code included blanks or spaces, the spaces were being trimmed.
This has now been corrected so that blanks/spaces are a recognized character.
Insert Item Line by UPC
You can select any Inventory Item containing a Universal Product Code. This
UPC is assigned to the item upon creation.
Insert Item Line by
UPC Fast-Icon
118 Service Manager

You can scan a bar code, use the finder or manually enter a UPC code to select
an item. Only inventory items containing a UPC will be displayed in the finder.
Insert Item by UPC
Load Billing Group Template
Billing Group Templates can be created for each employee thus saving data entry
time.
Load Billing Group
from Template
Fast-Icon
Clicking on the icon will display a list of assignees to choose from and enter into
the phase as required.
Training Guide 119

Select Assignee
After selecting the assignee, the Load Billing Template window appears. Select
the appropriate template as pre-defined.
Load Billing Template
120 Service Manager

Load Billing Template Specify the Quantity Option
The resulting Job will have a new billing group inserted into the tree. This is a very
useful tool when fixed or kit type services and items are provided. Templates save
time and increase productivity.
Job tree view after This is the resulting view where the Billing Group, a service and an item have
Billing Template been entered via the template.
Insertion
Insert Notification for Current Line
Select this icon to insert a notation, object or follow up into the node selected in
the job.
Insert Notification for
Current Line Fast-Icon
Training Guide 121

Click on the Insert Notification for current line and type your message in the
Notation field as listed below. Handy features are Time Stamp and email. This
information can be emailed to a recipient as confirmation or FYI.
Notation
View Graphics for Site or Equipment
View Graphics will display images stored within the system for Site, contacts
and equipment. This fast icon will appear only when an applicable line in the
document tree is selected.
View Graphics for Site
or Equipment Fast-
Icon
When an equipment node in the tree is highlighted, clicking on the View

Graphics for Site or Equipment Fast-Icon will display the graphic in a pop up
window.
122 Service Manager

Picture View
Training Guide 123

View History for Site or Equipment
View history for site or equipment will display a pop up window with options that
can be customized to suit your requirements.
View History for Site or
Equipment
Fast-Icon
Select options from the Audit type list. Click the Proceed (GO) Button. The
resulting report will be generated in the right hand pane.
History Criteria
Selection
124 Service Manager

Hide/Show Criteria To view the report full screen, click on the Criteria icon on the toolbar. (To return
to the split screen view, the Criteria icon can be toggled)
Training Guide 125

Equipment History From Search Form
The History button has been added to the Search form in Document Entry.
When starting a new job from the Search icon and selecting an equipment
record, it is now possible to drill to history.
126 Service Manager

Return Authorization for Equipment
Fast-Icon - Return Return Authorization for Equipment.

Authorization for
Equipment.
The drop down menu for this button provides two options - Add to Vendor
Return Authorization and Add to Client Return Authorization.
View site contacts icon provides a list of site contacts.
Click the View Site Contacts button to display site contacts.
Training Guide 127

Double click on a contact to view the contacts profile.
Click the Events tab will display additional information on important events.
128 Service Manager

Status, Priority
Interactive filed displaying the current job status. The Job Status is defined in the
Service Manager setup. The first five selections are fixed and Service Manager
provides ten additional User Defined fields you can customize to suit. The scroll
down feature on the drop down box will display the full complement of options
available. For example, a job that is completed must have its status set to
Completed in order for day end processing to move it into history.
Job Status
Job Priority is located next to the job status and displays a numeric drop down
box which is currently a documentary field only. The standard notation is - 1 being
highest priority and 5 being lowest priority.
Job Priority
Starting a New Job

From the Document entry screen, you can click the Create New Document
button from the main toolbar to create a new job in Service manager.
Create New Document
Training Guide 129

The NEW icon drop down menu, is used to create new documents.
New document drop
down menu
Clicking on the NEW icon, will display the Header page form. Enter the Site
code or use the finder to search for an existing client.
Header Window
130 Service Manager

Quick Create Icon Service Manager provides direct integration into A/R and incorporates the ability
to add customers created in the Service Manager program directly into A/R on
the fly. The Quick Create icon is located adjacent to the Site field.
The screen display shows AR Profile, Site Profile, Contact and

Assignment/Commission and Equipment tabs.
It is imperative all details are filled in accurately. Site details, geographic address,
Category, Market Classes and Callout Zone are very important and should be
entered with as much details as available. Service Manager Queries are
extensive and more detail means better results, easier client tracking and
marketing.
Quick Create Window
The A/R profile contains compulsory fields and will display error messages if
details are incomplete.
We recommend that you create or use an existing 9999 account in AR where you
do not wish to create a new AR customer. For example:- If you are quoting a new
customer for the first time and are not sure they will accept the quote, you would
not want to create an AR customer until they accept. Similarly if it is a cash
account you can use the 999 account.
Training Guide 131

Quick Create Site

Profile tab using finder
on site details
Using the finder to locate a customer by phone number
The finder can be used to search for an existing client. Choose the required
existing site and select to return to the header page where the site details will now
appear.
Finder Site
132 Service Manager

Job Header On return to the header form, you must tab or click the mouse on a field other than Site to
Information refresh the screen.
To set the Description, select the finder adjacent to the field, and choose the class
code for the new job you are creating.
Finder - Class
Notice the class field has been filled with CD3 with the long description -
ComputerRepairs.
Profile, Bill-To, Site and G/L tabs are present and contain details accessible from
this screen. Message screens may appear with agreement details, held accounts
etc
Training Guide 133

Job Header
Information
If there are any agreements in the system for this client, the will be displayed in
the Site level agreements Cover box. There are both Site Level and Equipment
Level agreements available at this point.
Another handy feature is the Address Change button which integrates and
updates other ACCPAC modules.
134 Service Manager

After clicking the Accept button from the header form, the Billing Options screen
is displayed. Very important screen - needs to be looked at closely.
Billing Options
ALL these options can be defaulted in set up.
In order to report on the tracking of responses, commissions and budget details,

you must tick the appropriate boxes.
Tracking Options
Training Guide 135

Load Job Type Phase will insert the default job type phase or phases into the
document once accepted. Removing this tick, will proceed to the manual selection
of at least one single phase which is required to create a job.
Apply In-House Warranty is a very powerful tool. Once a job has been completed,
it will automatically be attributed a 30 day warranty. This warranty period is pre-
defined in the set up options or as selected by the dates below. If a new job is
created within this warranty period, you will be prompted with the warranty
information and a new job can be created and special billing be applied.
Use Custom Fields is used for adding job specific details relating to customer site
and equipment. Eg- Equipment is insured!
Phase, Warranty
and Custom Field
Options
After options have been set on the Billing Options form, click on the Accept
button to create the document. The tree structure job information is displayed.
Document Entry
Window
136 Service Manager

Warranty Details Warranty information - When you create a new job and the site has existing In-
House Warranty associated with it, you will be presented with this pop up
window. Choose from the options listed the type of processing, Edit existing Job
or create a new job and the billing options you may wish to apply, normal
processing, Zero Sell or cost only.
Training Guide 137

Header
Edit Discount
Edit Discount is selected from the drop down menu by selecting the properties of
the job HEADER.
How to apply a
discount
Selecting Edit Discount will present the following pop up window requiring you to
enter the percentage discount to be applied to the entire job (we are at the header
level so the entire job with all its phases will have this change applied to them).
Entering this discount at the phase level will only modify totals for that specific
phase.
Apply Discount
138 Service Manager

View Postings
View Postings The drop down menu will display the View Posting option with
the number of posted items in brackets along side.
View Postings Right
click on Job.
Training Guide 139

View Postings View Postings When View Posting is selected from the drop down header, a
pop up window displays posted item information. Please note A drop down
menu appears and it is then possible to choose between information on
Invoices, credit notes and cost only. This is visible in drop down box on the
screenshot below.
From this screen it is possible to select details or totals to be displayed in the right
hand pane.
Right Hand Pane
140 Service Manager

View totals tab as selected from the right hand pane.
Totals
Training Guide 141

Posting Inquiry
Transaction -
Options
By selecting the Transaction Options, you will be able to customize the fields
displayed in the DETAILS pane.
Options
142 Service Manager

Account Status
Account Status displays accounting information from AR.
On the Activity Profile tab you will notice important business information such as
credit limit, last statement balance and date, the currency dealt with, outstanding
balance, number of open invoices, last invoice amount and date and last receipt
amount and date.
Activity tab
Training Guide 143

Account Status Aging details from AR.

Aging tab
Account Status Transaction details from AR.
Transactions Tab
Account Status Receipt details from AR.
144 Service Manager

Receipts Tab
Notation Entry
Notation First Line Displayed in Tree Node
A new field called First Line has been added to the notation table. This allows
the first line of a notation description to display in the document tree node for that
notation. This feature will assist in locating a particular notation in the document
tree.
To add this feature open Document Entry, select Tools, Options and choose
Document Notations in the drop down list.
Click on the field First Line, and using the left mouse button drag it to the
Document Tree Text as shown below.
Training Guide 145

Resulting drag and drop
Open a job in Document Entry, select the notation icon, and add a notation. The
first line of the notation description will appear in the notation node in the tree.
See example below.
146 Service Manager

Custom Fields
To insert a notation into a job, select the fast icon from the right hand side of the
page. Notations can be inserted for any line in the directory tree structure.
Notation Entry
Fast-Icon
Training Guide 147

Notation Entry This is the notation entry screen. The notation screen allows you to modify the
following information Entered By, time entered, whether or not this notation will
be entered on the posting, the actual notation, any objects associated with it,
any follow ups, a time stamp, email notification and custom fields.
Entered by the person adding the notation
When audit time entry is being made
Include on Posting Never, Next or Always
Time Stamp Very important this adds a date/time/logged on user stamp to

the actual notation and is visible easily.
Email Enable an email to be sent to the person selected in the entered by field
148 Service Manager

Custom fields - can be used to enter custom fields, pre-defined in the set up
area, directly into the notation. True and false, yes or no fields will most commonly
be used as check lists for a notation. This differs from the custom fields
associated at document level as there can only be one entry per job and
notations can be at any line or level and unlimited.
Enter a Notation
Training Guide 149

Notation entry Insert Insert File Associates into this job any special file, document email
features etc, for instance a picture of a damaged item, picture of water leak
onto equipment, a list of serial numbers in an XL file or even a fault
description the client sent through an email. This button opens the
standard windows explorer which allows the search and selection of any
such file on the PC.
Insert Email Enter client email details or vendor specific email

addresses in order to provide a better form of contact.
Insert URL Reference material such as a URL can easily be stored

within a notation on a job and can be very handy when complex or tricky
problems arise.
Insert Object Effectively, this will execute a URL typed into the field.
150 Service Manager

Phase
Response Time
Response time Providing the tracking features have been activated in create
new job, then Service Manager will track and report information such as response
times. Service Manager allows the reporting to be at line level from the directory
tree structure.
A very powerful tool used to manage time efficiency and customer satisfaction in
relation to response times.
Response Tab
Training Guide 151

Edit Budget
Edit Budget Providing Track Budget is ticked in the options tab in the right
hand pane, the drop down properties of any phase within a job will display EDIT
BUDGET.
Select a Phase then
right mouse Edit
Budget
152 Service Manager

Edit Budget - is used to estimate an actual budget against a job. In each phase,
enter estimates for the items as listed. Upon accepting this information, the
system tracks the job and displays two extra columns in the totals screen. Budget
and variance now appear. This information is used to estimate budgets.
Phase Budget
Displayed on the left of the form is the Current Active Budget and the right of the
form is the Original Budget.
Reset Options -
Protected -
Set to Current -
Training Guide 153

Phase Totals
154 Service Manager

Hold Line
Hold Line Will effectively stop any phase, service or item from being invoiced
and posted.
When an item line is held, be aware that the Sales Order is effectively reversed.
This is very important when dealing with Work in Progress. (WIP will be discussed
in its own section)
When multiple phases are present, care needs to be taken when posting. In order
to invoice a phase by itself, all other phases must be held (Hold Line).
When Hold is applied to a line, that particular line will be faded out and the system
treats it as a null line.
Hold can be activated by clicking on the properties of any node and selecting the
Hold Line item from the drop down menu.
Right click on phase
and select Hold Line
Any line or phase that is on Hold, will display an Icon change. A yellow cross will
appear over the icon signifying its held status.
Training Guide 155

Hold Check box
Top right hand corner

of window
Hide from Details
Hide from Details- This will hide an item or service from the invoice to be
generated. The totals will be added to correctly, but the individual line will not be
displayed.
An example where this could be applied is a gas conversion for a motor vehicle.
Many individual items are required. There may be 100 individual parts which are
needed to complete the job, yet it is not required or wanted to display an invoice
with all these items displayed.
All these items are still added to the job as individual parts, in order to reflect
correct stock control, but all lines are marked Hide from Details. A notation is
then placed in the system describing the package deal for the conversion with a
single all up total being displayed.
When a line is marked Hide from Details, it will be displayed faded out. (Note
there is no cross over the line icon yet it is also faded out when marked Hold line)
When we preview a standard invoice with the services & items included, the
following is displayed. Notice all lines and items displayed.
Hide from Details - test
print no lines set to
HOLD.
156 Service Manager

This screen displays the same invoice with the billing lines set to Hide from
Details. Notice the totals are the same yet only the Labor line is printed.
Test print with Hide
from Details select.
Training Guide 157

Discount
Discount Adjusts the total by the discount percentage as specified by the

selection of Edit discount from the drop down menu.
Note Discount can be applied at any line level of the directory tree. For
example: - job, phase, billing, billing line item etc.
Edit discount on a
phase
Phase level discount will be applied to existing and new billing items as selected
after accepting the discount percentage.
Enter discount to apply
to phase
158 Service Manager

Commission
Commission Providing the Track Commissions it ticked, and the assignee has
commissions set up in the employee details, the system will keep track of any
commission payable on invoices generated.
Job Options to turn
Commission Tracking
ON
Assignments
Find Next Available In order to utilize resources such as employees more

efficiently, we can search for employees with certain skill sets, zones and even by
next available time slot.
Assign Icon to choose
an employee to assign
to the Job
From the document entry screen while within a job, we can select the Assign
icon from the main toolbar. This icon will bring an Assignment window to the
foreground where we can drag and drop employees into the current phase of a
job.
Training Guide 159

Active Employee List
In conjunction with this we can click on the Find icon and specify a date time
range to work with. The Find Now key is pressed and the results will be
displayed as in the example.
Find Next Time Slot
160 Service Manager

Equipment
Logged Days in Service calculation
A new field called Logged Days, has been added to the equipment record in
Document Entry. This field stores the number of days the equipment record has
been in service on the current job.
This figure will constantly update until the job is set to completed status.
History
History Select the piece of equipment from the tree structure then select its
properties which will reveal a drop down menu. Choose History from this menu.
Training Guide 161

Job View Right click

on equipment the
select history
The system will now provide a search criteria selection pop up window as
displayed below. Pressing the GO button will display the results in report form in
the right hand pane.
History Report
162 Service Manager

Custom Fields
Custom Fields Selecting custom fields on the page, will display, where
applicable, the Custom Field information as pre defined in set up. This example
shows the Laser printers special details.
Custom field for
equipment
Custom fields view for a piece of equipment.

Custom Fields View
Training Guide 163

Setup Maintenance
Equipment Maintenance can be used to setup up maintenance for a specific

piece of equipment. Remember you can use the import/export functions to copy
maintenance to other equipment. In the next release we will have Model
Maintenance as well so that equipment can inherit from their model.
Right click on
equipment and select
Setup Maintenance.
164 Service Manager

Entry Screen for Equipment Maintenance Click Action from the New options
located on the right hand side.
Click Action
Process involved to action a Job in maintenance.

Click the Action button to create an event.
Select New Job or Direct Invoice.
Choose a template to base the Job on. (Created in Document Entry)
Choose a Quantity Option.
Action creation
Training Guide 165

Displayed is a schedule list of maintenance actions to be performed.
Note New Job
There are two types of Conditions, General and Meter.

To create a condition, select either of these buttons.
Start by selecting General. There are many criteria to choose from.
From the drop down menu select Today.
Choose the Operand and select >= and set today's date.
Select Accept to create the condition. You can choose multiple conditions
to trigger an Action and you can specify switches for Mandatory or Once
Only.
The Mandatory switch can be used to create dependencies or it can be
used as a compulsory switch. eg. Create one condition "Days Since Last
Service" >= to 6mths and create another meter condition Current Reading
>= 10,000 klm's/miles as in a motor vehicle service. If you set the first
condition 6mths to mandatory, even though the second condition may be
true (i.e. it has traveled greater than 10,000 klms/miles) the Action will
not trigger unless the first condition is true as well and so forth.
166 Service Manager

Conditions
The Action Once Only switch can be used to ensure the Action is performed once
only.
In the above example, once the maintenance has been performed, the motor
vehicle will continue accumulating klms/miles through its life cycle. Therefore it
will still be true that it has traveled greater than 10,000 klms/miles when the meter
is next read, but you do not want to perform the 10,000 klm/mile service again,
and the Once Only Flag will ignore this Action and look at the next.
You can create any number of Actions for an Equipment Maintenance.

Use the Calc button to quickly check if maintenance is due.
You can also use the Post button to manually post the maintenance job if it is due
but you should typically use Process Equipment Maintenance to determine this.
Training Guide 167

Transfer
Transfer Allows the transfer of equipment between sites. There are two types of
transfer. TO and FROM a site.
Equipment
Transfer equipment FROM a specified site into this current site.

Transfer Equipment
from a specified site.
168 Service Manager

Transfer to a specified site or return item to inventory. The equipment node must
be selected to choose this option.
Transfer Equipment to
a specified site.
Training Guide 169

RMA Components
RMA Components You can create RMAs directly from within a job. Simply
select the equipment node and click on the RMA fast icon to proceed. (If multiple-
equipment exists on the document, and you selected the RMA icon at job or
phase level, then you will be prompted top select the specific piece of equipment
from a list of equipment associated to the job or phase)
RMA Fast Icon
There are two options should the drop down menu of the RMA icon be selected.
RMA Options
Vendor or Customer
Select Vendor or Customer to proceed.
From the job screen select the RMA fast icon whilst the specific equipment node
is highlighted. This will open to the RMA screen to select the equipment.
170 Service Manager

Job Screen
The Assign to Return Authorizations screen requires the equipment to be placed

into the Return Authorization box behind this screen. The insert menu option, or
drag and drop into the lower area of the previous screen can be used. This will
transfer the piece of equipment into an RMA.
The following screen will be displayed upon clicking the RMA fast icon.
Training Guide 171

Assign to RA window
Click the insert button to add the highlighted piece of equipment to an RA.
Note the system will display all equipment contained on the job, therefore
many equipment records can be displayed.
An Add Additional Equipment Question window will pop up asking if there is any
additional equipment to be added.
Question
172 Service Manager

The Return Authorization screen will display information regarding the RMA.
Return Authorizations
You must enter the Vendor Site and Vendor Number to proceed. Listed in the
lower pane is the piece of equipment that was selected to be added to the RA.
Click on the Save Icon to continue.
Training Guide 173

Return Shipment
Enter any shipment details, such as courier or tracking numbers then click on
the Accept button in the lower left hand corner to continue.
174 Service Manager

RMA in Job View The save process allocates an MRA number. Close this screen and return to the
Job. The newly created MRA is now displayed in the directory tree structure
below.
As with all nodes we can now click on the RA and from the properties, we are now
able to view the equipment details.
Properties of the RA
Training Guide 175

Fault Analyzer
From within an existing document which includes a piece of equipment, click on

the Fault Analyzer fast icon.
The Criteria window will pop up. This window allows you to search for the
Symptom, Fault and Model Criterias that may apply.
Symptom Criteria Search for symptoms that may be appearing or leading onto
problems.
Symptom Criteria to
match
Select a preferred option from the Find By drop down. To refine or enhance the
search further, select an option such as description.
176 Service Manager

Selecting Find by in
Symptom Criteria
Click on the Accept button lower left hand side of the window to continue.
With the results tree expanded, we can see the result of the search. It has listed a
piece of equipment, a symptom code and fault.
Training Guide 177

Tree view
Selecting the Oki-12i equipment node in the tree we notice changes to the
information displayed in the criteria details (green sections) below. It now
displays the model information. Note both these green display areas are
customizable in options. You can also view registration details (select in options).
Fault Analyzer Viewer
The information displayed in the criteria details (green area) will change according
to the selected node in the tree.
Equipment Selected
178 Service Manager

Equipment Selected
results in the
following display
Symptom Selected
Symptom Selected
results in the
following display
Fault Code Selected
Training Guide 179

Fault Code Selected

results in the
following display.
In the right hand pane we have a Solution listed. This provides quick and easy
access to information.
Solution Codes
The Registration Details display job specific information. For instance, the
equipment selected has been in for repairs with that same fault previously.
Dependant on the search criteria, the information displayed may have multiple
jobs listed.
180 Service Manager

Registration details
Providing the Symptom, Fault and Solution fields (all 3 must be populated with
data) have selections displayed; the Insert button will become active.
Insert button
Fault registration will take place after the insert key is pressed.
Fault Registration
Training Guide 181

Print
Work Order
How to print a Work Order - Pressing the Print key on the toolbar will display
this pop up window. Tick the Work Order Job Card and Auto Print. If this is a
common task, press the save button to keep selections as defaults for the next
print.
Select the type of

report to Print.
Multi Print
Multi Print - If the situation arises, it is possible to print one, multiple or all of the
items listed below. Simply tick the boxes required and press print. The next time a
print is requested, only the default print options will be ticked.
Multi Print
182 Service Manager

Labels
By selecting the Print button from the tool bar, then ticking equipment labels, all
equipment associated with this job will have a label printed.
Report Selection
Below is a typical label as printed by Service Manager.

Printed Label
Training Guide 183

Billing Group
Standard Totals
Notice the highlighted billing line. In brackets, it is specified this billing group
should treat all entries as standard lines. This refers to the way each service or
item is billed.
Standard Lines
Each service and item is treated individually.

Totals Tab from a Job
view in Document
Manager
184 Service Manager

Group Totals
To change the type of billing group select the properties of the Billing Group Line
as follows.
Select the Properties
of the Billing line.
To change the type of billing group simply select the drop down box at the Type
field and select either Standard Lines or Group Totals Only.
When Group Total Only is selected, the system will provide a choice of
Proportion of Sell and Proportion of Cost.
Billing Profile
Training Guide 185

Billing Group method The total sell price must now be added into the Sub Total field.
of sell.
For sample purposes - Enter the amount of $500.00 into the Sub Total field. This
will then be distributed across the items and services proportionally by the
Method selected.
The system will now calculate and adjust each line sell price proportionally to the
gross revenue.
186 Service Manager

From the sample data we can now see the re-calculations the system has made
after entering a figure of $500.00 in the sub total field.
Display proportional to
Sell
The system calculated and adjusted each line sell price proportionally to the
proportion of sell for each line.
From the sample data we can now see the re-calculations the system has made
after entering a figure of $500.00 in the sub total field.
Training Guide 187

Proportion of COST
188 Service Manager

Costs Tab
Costs Tab This tab provides Supply, Estimate, Posted and Outstanding data. It
displays the service cost. The quantity and unit cost can be manually adjusted.
The purpose of this is whilst a quotation or billing has been delivered, and the
billing is a fixed price, the cost and quantity can be absorbed into the COSTS.
Select the circled
Costs tab to view.
You can physically use 2 hours of labor for instance, and bill out only 1,
therefore the effective cost was 2 units. This may be used in the case of a
trainee for instance, where the trainee took 2 hours to complete a task and it
was quoted and billed at 1 hour.
Training Guide 189

Services
Miscellaneous Tab
Miscellaneous Tab - The main feature of the Miscellaneous Tab is to control the
commission flow.
The default is At Phase Level. The options are No Commission and At Line Level.
If At Line Level is selected than the employee will be awarded the commission.
Set Commissions
190 Service Manager

Taxation Tab
Taxation Tab - Taxation Tab allows you to modify the tax classes. Highlight the
option you wish to adjust and click edit. The Tax Authority Setup window will pop
up and allow you to modify the tax class.
Tax Authority Setup
Training Guide 191

G/L Tab
G/L Tab - The GL Tab will only be displayed if the option is checked in the master
set up. There is also a security feature that can be enabled in the master set up to
prevent access to this information and the ability to adjust it. The system will allow
you to change any setting that is not grayed out.
We recommend this as an area not to be tampered with after the initial Service
Manager Installation has been completed and the company operational.
Set the G/L Account
Information
192 Service Manager

Time Entry
Time Entry - To enter the estimated or actual time on a particular job, select the
properties of a labor line to proceed.
Service Line /
Properties
Selecting Properties from the drop down menu opens into the service line details
Training Guide 193

Locate the Time Entry area on the pop up window. Enter the duration in minutes
for the time spent on a job. Note that the units specified in the Time Entry
Duration Field are in minutes. If you specify a Duration of 60, it will automatically
calculate and bill a quantity of one.
If you enter 120 minutes, the system will calculate the min/unit rate and place it in
the quantity amount for billing purposes. Therefore billing will be calculated at 2
units.
If we go into setup and adjust this min/unit rate to 15, and apply a duration of 120,
the system will calculate a quantity if 8 and forward this into the billing quantity
field. This is useful for billing quarter hour units for instance.
Notice the When entering details into time entry

Time Entry Section
Auto Insert Time Entries

A new option is available in VM Setup, VM Options, on the Response Tab, to
auto insert a default time entry when an employee is assigned to a job based on
the phase start time.
This can be very useful when using Job Manager as it can save time when
entering a time entry. It is recommended when using this function that you set
the option, in VM Setup, VM Options on the Processing Tab called Time Entry
Conflicts to warn or ignore, as this will allow duplicate (conflicting) time entries to
be inserted.
The conflict manager in Job Manager can be used to manage conflicting entries
(see Job Manager, Tools, Show Conflicts).
194 Service Manager

Checking this box will turn on automatic time entries on employee assignment to
a Job.
A time entry created by this process (automatically) can easily be identified in

Job Manager as it has a pin icon attached to it. See example below.
Remember if this option is used, as soon as you assign an employee to a job, a

default time entry will automatically be created based on the default period
specified in the Time Entry Duration field or the Phase duration which ever is
specified.
Selecting Manual will place the entry at the current date and time and allow you
to specify a default duration. Selecting Phase, will utilize the phase with the
earliest start time, and place the beginning point of the time entry at that point
with the duration being the duration of that phase.
Training Guide 195

Notice the Paperclip which signifies the automatic time entry assignment for the
employee.
Supply Types
Supply Types - It is possible to specify different entry modes. The options are
listed by selecting the drop down box.
Entry mode drop down
menu
Selecting Credit and Return will display the following screen. It is now changed to
accommodate the entry mode, the time entry is hidden and quantities have gone
negative in both supply and estimate.
196 Service Manager

Credit and Return
We can also do both Credit and Debit adjustments.
In entry modes we can specify Quantity Based checked on or off. Default is

checked.
Quantity based
When we remove the tick, we now see the Supply area displays a unit price and
no quantities. This would be used where a fixed price has been quoted, or a
contractor is being used.
Training Guide 197

Quantity no longer
displayed in Supply
section
198 Service Manager

Cost Only
Cost Only Checked
When a situation requiring costs to be absorbed into a job, this option is used to
create a posting document with costs only and no revenue associated with it. Day
end processing will post all the transactions as required.
Notice the Billing screen is hidden because it is a COST ONLY process we are
dealing with.
Entry Modes Checked
Training Guide 199

Hold Line
Hold Line - The Hold Line option can be used from phase level to line level to
prevent lines from being processed.
At line level for services, right mouse on the line, a drop down menu shows the
available options, select the HOLD LINE and a tick will appear on the drop down.
Right click on a line

to select Hold Line
An Invoice could now be created for that phase, and it will not contain any lines
that are on HOLD.
Also note the change in the icon for the Service Labor line. It now has a yellow
cross through the line icon.
Yellow Cross through

icon signifies a line on
Hold
200 Service Manager

Hide from Details
Hide From Details By selecting this option at line level, the resulting invoice will
not display the specific line in the description. It will however be included in the
total amount of the invoice.
This is a very useful tool for jobs requiring many items, and where it is not
required to display each and every item and its description on the invoice, but
rather a total figure signifying a group of parts included in the total.
Hide Detail Lines at Phase or Billing Group Level
When right clicking and selecting Hide from Details, if focused on a phase or
billing group, a new option to hide all detail lines in that phase or billing group is
now available. If selected all lines under that tree node will be hidden.
Training Guide 201

Warning message options
Selecting YES hides billing node as well as billing lines below billing node while
selecting NO hides detail lines below billing node but not billing node itself.
Selecting this function again un-hides lines that have just been hidden.
Refresh Pricing to Price List
This option is available in Document Entry. Right click either the job header,
phase, billing group or detail line and select Refresh Pricing to Price List.
Selecting this option will reload the standard pricing for both Item and Service
lines as applicable. This can be very useful where a price rise may have been
recently implemented and a quote or job needs to reflect the new pricing.
Service Manager requires confirmation of the action.
202 Service Manager

Items
Quantities on Hand
Quantities on Hand When we select an item from inventory to be included in a

job, we are able to view the Quantity on Hand information from the current
location as specified (default location associated with the site).
We can also use the finder to select an alternate location.

Item Window
Service Manager will display the stock levels of the current location as defined in
the Location field.
Training Guide 203

Quantity from Current

Location only is
displayed
In the example above, notice Stock Levels is NOT checked, and we have 221 On
hand, 1 committed, 220 available, 5 outstanding and none on purchase orders
Quantity from ALL

Locations is
displayed
In the example above, notice Stock Levels is checked, we have 1199 On hand, 1
committed, 1198 available, 5 outstanding and none on purchase orders.
Location
An Items location is visible from the item property screen also.

Item Location
We can use the finder to search for product in a different location. This will also
display breakdowns of quantities available from all location.
Finder - Locations
204 Service Manager

Serial Number
IMPORTANT NOTICE!
1. Service Manager integrates the tracking of Serialized Inventory.
2. Tracking of Serialized Inventory can be achieved at the Point of Sale

using the standard Service Manager Serialization options, or it can
be at the point of Purchase Order receipt via ACCPAC Serialized
Inventory.
The standard Service Manager Serialization feature allows you to scan a serial
number or enter it manually at the point of sale prior to invoicing.
If using ACCPAC Serialized Inventory (allows serialization at the point of

Purchase Order receipt), you must also install the Service Manager Add-on
product for ACCPAC serialized Inventory called Service Manager Serialized
Inventory Add-on.
This essentially allows you to choose from the Serialized Inventory tables when
selecting serial numbers. Serialized Inventory history tables are automatically
updated.
You also have the option to override normal inventory costing methods and use
the actual receipted cost from Serialized Inventory. As seen in the example, a
Serial No tab is visible and allows you to insert a serial number.
Training Guide 205

Serial Number Tab
Upon selecting the Serial Nos. tab, if the Accpac serialized inventory is in use,
service manager will have imported the available serial numbers in relation to the
stock items into this window.
Serial Number Tab
zoom in
Due to this example not displaying any serial numbers, Service Manager is
responsible for serial number control.
Click the Insert button and type in or scan a barcode to enter the serial
number. Accept this once you have entered the serial number and the system will
return to the Job screen.
206 Service Manager

Item Status
Service manager provides a reporting flag named STATUS that is located within
the properties of an item.
The drop down box lists the various options available.

Status Menu
For instance in a computer repair business and the computer we are servicing
under warranty has a hard drive failure. A replacement part is installed into the
customers machine and flag the item as rotation. At the end of the month we
would be able to do an audit report on items that have been flagged for rotation.
Hold Line
The system will allow you to place an item line or lines On Hold in the event of
part invoicing that may be required on a particular job.
In this example, we see an item that has been placed on hold.
Notice the items icon has changed and this is signified by the yellow cross
through it.
When we proceed to invoice this billing group, the item will not be included in the
invoice and will not be posted.
Training Guide 207

Items Hold Line
Hide from Details
Hide From Details By selecting this option at line level, the resulting invoice will
not contain or reference the specific line in the description.
It will however be included in the total amount of the invoice.
This is a very useful tool for jobs requiring many items, and where it is not
required to display each and every item and its description on the invoice, but
rather a total figure signifying a group of parts included in the total.
Hide from Details
208 Service Manager

I/C Item drill down now loads the Item record
Drill down tool!
When chaining to the Item Setup program from an item detail line, the items
record is populated automatically. This was working in VM42C but not in VM51A
due to structural changes that occurred between versions but has now been
corrected.
Resulting view as follows chains off directly to I/C.
Training Guide 209

Purchase Orders
Creating a PO Request
There are a number of ways to raise a purchase requisition from within Service
Manager.
1. Shortcut Key Ctrl+Q
2. Properties of an item or service, Insert, Purchase Requisition
3. Fast Icon on the right hand side of the page
Purchase Orders -
Creating a VM PO
request as per note 2
This example is as per note 3.

PO from Fast Icon
By whichever method you initiate a Purchase Order the Create/Manage Purchase

Requisitions form will be displayed.
210 Service Manager

Create/Manage
Purchase Order
Requisition
Generate a single Generate a SINGLE Purchase Requisition/PO for the selected line.
Training Guide 211

Line Details Enter the vendor details or use the finder if there are alternate suppliers of the
product.
Once we have added the vendor number, the system will refresh and display the
vendor name. We have the created date and can also specify an expected date if
required.
Vendor Number
212 Service Manager

Once details have been entered accept the requisition. This will in turn bring up
the Post Purchase Orders window. There are dependencies from within Accpac
PO which require the Optional fields to be completed. These fields may be
mandatory and are dependent on the PO setup.
Post PO
Once the Approved and Project fields have been entered, we can then post the
document which creates a Purchase Requisition and displays this information in
the document tree view.
Training Guide 213

Document Totals
Budgets
When Track Budgets is checked in the job type, we will see two extra columns
appear in the Totals tab at job and phase level which are named Budget and
Variance. The details for budgets are entered at phase level. The inherencies
appear at job level for the entire job. The differential between the Total and the
Budget is displayed in the variance column.
Following is an example of the new columns.

Totals Tab
Budgets have been enhanced to include a Current Budget as well as an Original

Budget.
New recalculate tools exist, that enable you to reset either the current or original
budget based on the following criteria:
i. None
ii) Clear Values
iii) Supply Values
iv) Estimate Values
v) Original Estimate Values
vi) Original Budget Values
An option has been added to lock the original budget, and an audit stamp
exists to advise the last employee to lock the original budget.
214 Service Manager

To enter budget details into a job, right click on the job at any phase level and
select Edit Budget from the menu.
Edit Budget Select Edit Budget from phase level to view the Budget form
Training Guide 215

Select this option to leave budget values blank.

None
Select this option to blank existing values.

Clear Values
Select this option to set the budget to the supply/commit value based on each
Supply Values individual detail line. The values calculated are based on individual detail lines
which are accumulated for each section of the budget.
Select this option to set the budget to the Estimated value based on each
Estimate Values individual detail line. The values calculated are based on individual detail lines
which are accumulated for each section of the budget.
Select this option to set the budget to the Original Estimated value based on
Original Estimate each individual detail line. The original values are stored when the document is
Values first saved or if copied from another document. The values calculated are
based on individual detail lines which are accumulated for each section of the
budget.
Select this option to set the budget to the Original Budget value. This may not
Original Budget be the same as values accumulated at line level if entered manually. The
Values original values are stored when the document is first saved or if copied from
another document. The values calculated are based on the values in the
budget header and not necessarily the accumulation of individual detail lines.
An additional column has also been added to the Totals screen in both
Documents and Projects called % Complete Budget.
The calculation for % Complete is calculated by dividing the on supply/commit

value (Ready) by the Budget value.
Calculations are based on the total supply/commit value. If the supply/commit

value is (0) the % budget complete will check the posted value but if both are (0)
the % budget complete will be (0).
NB: The Copy Documents program can still be used to setup a budget based on
the document being copied.
216 Service Manager

Posting
Invoices
In this example, the system has a simple job entered with a general labor charge
and no equipment.
Please note If there are multiple phases and billing groups, you must hold the
line to prevent processing all lines.
Select the POST icon form the toolbar.

Select Post Icon
Post screen as displayed check details before proceeding.

Post window
Training Guide 217

Before POSTING and Invoice, we are able to check the Tax rates, check the
currency details and preview the Invoice before printing to verify that all details
are correct.
Pre-posting options
Selecting Preview will display the following window.

Print Preview
The resulting Invoice printed to screen rather than the actual printer.
218 Service Manager

Print Preview Output
Once satisfied that all details correct, we can now proceed to POSTING the
Invoice.
By pressing the POST button, a confirmation screen will pop up.
Training Guide 219

Post Warning
After Yes has been accepted, the Invoice number is displayed and confirmation is
requested to PRINT the actual document.
Posting Invoices
Answering no to print invoice, may be used in the likelihood of batch processing

requirements, special invoice paper handling etc.
Print Invoice Preview can be selected from Print menu
It is now possible to print a preview of an invoice from the print menu as well as
from the posting form.
This enables users without posting security to also be able to print a preview of
an invoice. The Post icon is not enabled when using this method to preview and
invoice.
220 Service Manager

Credit Notes
The example demonstrated here is a credit note raised for a labor invoice.
On the Billing group line insert a service item, select the service to be credited,
then from the Entry mode select Credit and Return. Upon the tab away, quantity
details will be entered ready to accept. The default quantity will be 1, therefore it
will need to be adjusted in line with the quantity required.
Set Entry Mode to
Credit and Return
Upon selecting the Accept button, the system will return to the job details with the
credit note adjustment appearing in the tree.
Notice credited
amount for service line
Training Guide 221

Press the post key to process the credit note.
Ready to Post
The Tax, Currency rates and Preview options are available and can be adjusted
at this point. It is possible to preview the credit note before printing or posting to
ensure details are correct.
222 Service Manager

Credit Preview to
screen
Once satisfied that all details correct, we can now proceed to POSTING the Credit
Note. By pressing the POST button, a confirmation screen will pop up.
Posting Warning
After Yes has been accepted, the Credit Note number is displayed and
confirmation is requested to PRINT the actual document.
Credit note created
successfully
Complete the process by printing the Credit note or accept no if batch processing
procedures are in place for handling multiple credit notes in a day.
Training Guide 223

Crediting Invoices Twice
When crediting an invoice that has been previously credited, a message will
appear warning that a credit already exists for that invoice.
Cost Only
If a particular job type requires a Cost-Only adjustment to be entered, for

example a labor cost to be absorbed into a job, service manager allows a cost
only service to be processed.
This COST-ONLY process will post entries into the GL absorbing the cost without
having revenue associated with it.
Select new service to be added to a billing group, Select a service item such as
labor from the finder.
In the Entry Modes section, there is a Tick box for Cost Only.
Tick the Cost Only box and notice the change in the available tabs.
The system now only displays the Costs and GL tabs, since there is no revenue,
the billing tab has been removed.
224 Service Manager

Cost Only - Checked
Press Accept to proceed. This will add another service line entry to the billing
group that is currently active.
Training Guide 225

Posting a Cost Only Click the POST icon from the toolbar to continue
Invoice
The Tax and Currency Rates options are available and can be adjusted at this
point.
Once satisfied that all details correct, we can now proceed to POSTING the
Invoice. By pressing the POST button, a confirmation screen will pop up.
Warning about to do
a Posting
After Yes has been accepted, the Invoice number is displayed and confirmation is
requested to PRINT the actual document.
A confirmation screen will pop up advising the process status.

Confirmation of
successful Cost Only
Posting
Answering no to print invoice, may be used in the likelihood of batch processing

requirements, special invoice paper handling etc.
226 Service Manager

Receipts (apply to invoice)
Service Manager has been designed to integrate with AR for remittance

purposes. Service Manager will create a cash batch and an invoice batch to be
processed by day end.
Other features include a pre-payment option. This allows a payment to be made

to an existing job prior to any invoices being generated. Upon generating
invoices, an option to apply the invoice to the payment will create a separate cash
batch to be processed by AR day end.
Example of a current service inserted into a job and the client is waiting to pay the
invoice at this moment in time.
We select Post icon from the toolbar. We have two option tabs displayed, Invoice
and Receipts.
Select the Receipts tab. We now have payment details to be included. Information
on the type of payment, check credit card cash, type of receipt and the
amount.
Training Guide 227

Once details are entered, another feature of Service Manager is the Set to
Invoice and Set to Doc. Outstanding buttons. The Set to Invoice button will
insert the Invoice total to be auto-inserted into the Receipt Amount. The Set to
Doc. Outstanding will enter this invoice plus any other outstanding invoice totals
into the Receipt amount field.
Select the payment and receipt type, check the amount, view and adjust the Bank
Rates if dealing in multi currency situations, and proceed to Preview or POST as
required.
228 Service Manager

Post Window
Notice the Post A/R Receipt is checked. Adjust as required.
Select Post after ensuring details are correct. A confirmation screen will appear
requesting action.
Warning
At this stage the batches are created and the invoice number allocated. The
Invoice may now be printed.
Training Guide 229

Message displaying
successful posting.
After printing the Invoice the system will return you to the job details in document
entry.
Posting Schedules
Two new features Hold Cycle and Override Cycle Days have been added to
the Posting Schedules program.
Hold Cycle
The Hold Cycle function allows you to hold an entire cycle within a schedule. The
held schedule is ignored in the posting cycle.
This can be useful for billing purposes. For example if using the Apply Cycle
Days function, pro ration can now be specified over a non contiguous period.
The Apply Cycle Days option uses the days in the period as the
supply/committed quantity when preparing a detail line for posting. The new
function provides the ability to bill a partial period within a cycle.
E.g. If a 3 month agreement exists which is to be billed monthly from January to

March, but the requirement is to bill only 15 days of February and not the entire
28 days, it is now possible to create two entries for February, one from the 1st to
the 14th , hold this line, and then create a second entry from the 15th to 28th
(inclusive), and let that line process as normal. When processed by the Posting
Schedules program, the quantity billed for February would simply be 15.
To see this new feature, create a new Job, Sales Order, Agreement or Recurring
Job, and during the setup process, add a posting schedule. The example below
uses a new job for the purposes of illustrating this feature.
230 Service Manager

After selecting Accept, add a Phase. The wizard will help you automatically
create a schedule. Select a schedule method, apply a start and end date and
frequency. The example below illustrates a (1) year term billing quarterly.
Training Guide 231

Select the Insert button to create the schedule.
Select the Hold this Cycle to hold a cycle. Note that inserting a single cycle
between periods, and then holding that cycle, can force a different number of
cycle days to standard when billing using Apply Cycle Days function found in the
detail line when adding a Service to a document.
Note in the screen shot below that the first cycles status is set to Held. It will be
totally ignored when the Posting Schedules program is run to determine any
billing that is due.
232 Service Manager

Override Cycle Days

When using the function Apply Cycle Days to a billing schedule, it is now
possible to override the actual days in a period so that a pro rated amount can be
specified.
This can be a very useful feature when billing according to a fixed period of days
but a pro ration occurs at the beginning, end or mid way through a cycle.
Continuing with the example from the previous section Hold Cycle, a Phase,
Billing Group and Rental service have been added to the job.
Note also that the Apply Cycle Days switch has been checked when adding the
Rental service. It is not necessary to populate the Supply quantity field as this
will be overridden with the days in the cycle when the Posting Schedules
program updates the posting for billing purposes.
Training Guide 233

Accept the service line and focus on the Schedule Transaction node in the tree,
or any one of the schedules themselves. Double click to launch the Posting
Schedules program.
The Posting Schedules will be displayed below
Double click a cycle to launch that cycles properties. Check the Override Billing
Quantity Assignment check box and enter an override quantity. In the example
below the cycle days of 92 has been set to 90. Select Accept to write changes.
Note that the cycle days Override Column now displays the override quantity.
This quantity will be used by the Posting Schedules program instead of the cycle
days when a cycle is due for posting. The override value is written to the Supply
quantity field in the service for billing purposes. In the example below 90 days
would be used instead of 92.
234 Service Manager

A cycle quantity can be adjusted for any number of cycles in a schedule.
When creating a new Schedule it is possible to override all cycle entries at once
during the creation process.
When the Posting Schedules program invokes, select Apply Quantity Override
to all Entries and specify a value to be used.
Training Guide 235

All entries in the schedule will be overridden with the value specified.
When the Posting Schedule program is run and a cycle is due the Supply
quantity field in that document will be updated with the override value instead of
the days in the cycle.
This can be very useful if pro rating exact amounts. Remember too that the unit
price in the service detail line should be a daily rate.
After running the Posting Schedules program on the example above the Rental
service codes supply quantity field is updated with the 90 day override quantity
value, and the invoice has been successfully posted.
236 Service Manager

Auto Renew Recurring Billing or Recurring Jobs

There has been one other enhancement to the recurring schedule processing
facility in 5.2A in addition to those mentioned in agreements above.
A new option Auto Renew Posting Schedules has been added which affects the
recurring postings (invoicing) and the recurring jobs, as well as agreement cycle
billing, and therefore period of cover, if used in conjunction with the Aligned to
Billing Cycle option discussed above.
If Auto Renew Posting Schedules is checked, new schedule transactions will be

created automatically at the expiry of an existing schedule, based on the last
posted schedule. i.e. The new cycle periods are calculated and inserted based
on the previous schedules term and frequency, extrapolated using the current
date at expiry.
This means it is no longer necessary to prepare several years of transactions in

advance. A single starting point is all that is required and when that entry is
posted, the next entry will be generated automatically based on the previous
entries cycle period and length.
Select a document that includes a recurring schedule, or create one. Select the
Options Tab and then check Auto Renew Posting Schedules. When the current
schedule expires, a new one will automatically be created based on the term and
frequency of the previous schedule extrapolating from the current date.
For example if billing monthly and you wish to auto renew the agreement
monthly, just create one scheduled transaction to bill monthly, and check the
Auto Renew Posting Schedules flag.
If the Auto Renew Posting Schedules flag is set, when an existing posting falls
due, as part of the posting process (Posting Schedules), a new schedule will
automatically be created based on the previous schedules term and frequency.
Training Guide 237

Recurring Jobs and Previous Completion Date

Enhancements have been made to Recurring Jobs to allow for Schedules to
automatically update according to the completed date of the last job created by
the recurring schedule. i.e. the cycle days in the schedule will be reset according
to the date the previous job in the schedule was completed.
Therefore if a job scheduled for regular maintenance is delayed, and the

completion date extended, using this new feature, it is now possible to move the
planned schedule by the change in completion date, so that work is not
performed straight or soon after the completion of the previous job.
An example of this, is where maintenance is planned every (30) days on the first
Monday of the month for (12) months. During one scheduled job a part is
required but is not in stock. The part is put on backorder, and does not become
available until the last week of the month. The job is then completed. The next
job (per the schedule) is then due one week later. In some circumstances it
would not make sense to perform another job so close to the completion of the
previous job, so using the new feature the next job and subsequent jobs not yet
performed, would have their schedules adjusted by the difference between the
standard schedule and the previous jobs completion date. i.e. the duration
between jobs based on standard is moved by the completion date of the previous
job.
This feature is only available for Recurring Job documents types.
238 Service Manager

To view this feature open Document Entry and select type equals Recurring Job.
Select a Site and Accept. The Billing Options form appears as per below.
In the section Schedule Activation, the default is set to, From Previous Creation
Date. Select the other option, From Previous Completion Date.
Now complete the setup of the Recurring Job. Its that simple.
When completing a Document created by this schedule, the Documents

Complete Date is compared to the Schedules Due Date and the difference
between the two dates is then reflected in future schedules as they will move by
the difference in days.
The table below illustrates how this works:
Schedule # Due Completed Difference

1 25/12/2003 29/12/2003 4
2 (BEFORE) 25/1/2004 - -
2 (AFTER) 29/1/2004 - -
Note
If a completed Job is later manually uncompleted and then completed again, the
schedules will move again accordingly. i.e. by the difference between the old
completed date and the current completed date. It is recommended that the
original completed date be maintained in this circumstance.
Training Guide 239

If for example you re open a completed job to pass a credit note, the program
will maintain the original completion date for you automatically if that job was
created from a schedule.
Once the Recurring Document has been created, these options are also
available from the Options Tab in case a mistake in selection was made during
creation.
Select the Options Tab. Notice the Schedule Section Service Manager now
offers two options, From Previous Creation Date and From Previous
Completion Date.
240 Service Manager

EXERCISE
Exercise Create a new job for a new site
Assign employees to the job
Enter a time estimate to do the work
Print a work order and equipment label
Analyze fault, add solution
Sell a service and serialized item
Set the job status to ready to invoice
Post an invoice, include a payment
Create equipment from serial number
Check totals, view postings
Make a manual credit to the invoice and post
Training Guide 241

3 Ways to Start a Job

1. Copy Documents
2. Search
3. Go
We will discuss each item briefly to enable Job entry from different modes.
1. Copy Documents
From the V/M Documents page Select Copy Documents

Document Entry Main
Menu
Create New Document Service Manager provides a quick job entry, which allows the creation of a job
document through the Copy Documents feature.
Duplicate an existing job or copy from a job various details.
A job may re-occur, same equipment, same service etc
242 Service Manager

3 Ways to start a Job It is possible to create a new Job, Sale, Quotation, Template or recurring job
from this screen.
We are interested with the Job creation feature for this example.
Training Guide 243

3 Ways to start a Job It is possible to create a new job from an existing Job, Sale, Quotation, Template
or recurring job from this screen.
We are interested with the Job from a Job feature for this example.
We can then select the finder to select the Job we need to copy.
244 Service Manager

Job Finder
Training Guide 245

Once we have found the Job, we then press select to enter its job number into
the field as required.
NOTE The GO button must now be pressed to refresh the screen.
Pressing the GO button will refresh the field information and allows the operator to
adjust any optional overrides as required.
246 Service Manager

3 ways to start a Job
The system will now create a job that copies its information from the source job
specified. This is done at line level so caution must be used in defining the
requirements.
Use this feature for simple jobs scheduling recurring jobs etc
Training Guide 247

2. Search Method
Service Manager allows the operator to create a new Job from a search window.
This SEARCH feature is available from the Document entry page when it is in
blank mode. (Ready to input a new job not displaying an existing job).
Select Search Icon to
create a new
document
Selecting the SEARCH icon from the toolbar will display the following pop up
window.
Search 3 Ways to
start a Job
248 Service Manager

There are numerous FINDERS located on these pages which allow very
comprehensive searches to be executed. Once the criteria have been matched,
we can proceed with job creation which can be specified from a template or
standard operating procedures.
It is possible to search by site, contact, serial number, recurring job, agreements,

recent jobs, zones, documents including RMAs, Invoices and even custom fields.
The SEARCH feature window is divided into three tabs: - Criteria, Recent
Documents (visible below) and Other.
Recent Documents
Zoom on Search top left hand corner
Training Guide 249

Other search options.

Other Tab
250 Service Manager

3. Go Icon/Button
GO button.
Pressing the GO button whilst in a blank Document entry screen will bring up a
template pop up window.
GO Button
This template window is used to determine the job header type.
We now move onto the Billing options window and select the required options.
Training Guide 251

Billing Options
Window
The system requires a phase type to continue.

3 Ways to start a Job
Once this information is entered, the system will create a new job and return to
the Job details page ready for action.
252 Service Manager

Time Entry
What are Time Entries
Time management is a crucial component of any service related industry. Service

manager has numerous components integrated into its design to allow efficient
and effective time management.
What are time entries Date and time entered into a job in order to plan in
advance the workload to be carried out by each individual employee. Estimates
are added to a job upon creation.
The Job Manager keeps track of the time estimated and allocated to a particular
job. The employee assignments are mapped to a graphical chart allowing quick
identification of workloads and distribution.
Please note that estimates can not be retrieved into a job.
Only actual times will be retrieved into a phase or billing group.
Time entry is accessible through a number of avenues. From within an existing

Job, we can enter a time entry by selecting the Insert a Time Entry Icon on the
Fast Toolbar.
Time Entry Fast Icon
The first screen displays Employee details and document defaults, such as
Service type and code, as these details are passed on from the job.
Training Guide 253

Time Entry Screen
Adding a Time Entry
From the estimates 2 hrs was estimated in the appropriate field.
Time Entry Window
254 Service Manager

We at this point are adding an actual time to the job. We also receive a pop up
window confirming the actual time and date. In this example we have added 1
hour and 30 minutes to the job.
Actual Properties
Window
We have now created a Time Entry that is ready to retrieve into the job. Notice
the Watch dial next to the assigned employee is green and the retrieval status is
set to Due for Retrieval. This means we can now drag and drop this line
directly into the directory tree structure in the left hand pane.
Response Tab to
view time entries
ready to retrieve
We are able to drag and drop this entry at phase or billing level. Once the cursor
changes to the add symbol, we can release (drop) the line and it will be
processed into the job. It will create a billing group if one is not present within the
job. (Note It is possible to drop the line on any phase within the job)
When we place the time entry line on the phase line, we will receive a
confirmation window displaying the type of service we are applying to the job and
if there is any agreement or warranty covering the site.
Training Guide 255

Confirmation Window
The next window is requesting the confirmation of details for the service item
being created in the billing group.
Time Entry
256 Service Manager

Within the document entry screen we can now see a number of items that have
been modified. The directory tree and the time entry status have been modified.
Document Entry View
The directory tree information has a billing group that has inherited its source of
creation. Inserted by time retrieval.
It also has the associated service line inserted in the billing.

Tree Structure
The employee details in particular the time entry we just finished retrieving, has
changed in appearance and the Retrieval Status now indicates Complete.
The watch has therefore turned red to visually signify this occurrence.
Training Guide 257

Response Tab
displaying assigned
Employee detail
258 Service Manager

Recording Time
Service Manager provides a facility for time recordings to be retrieved into a job
for both billing and costing purposes. This useful tool is ideally used as a stop
watch.
Tech support over the phone is no longer a problem. Simply start the recorder,
stop the recorder and this information is stored in time manager. Service
Managers document entry system can now retrieve this information and create a
billing group with support charges associated to it.
To invoke the recorder, we start with a blank job in this instance, with the basic
employee assignment and a phase line. Ideally it is possible to create a separate
job type for support in order to bill and track it more clearly.
Fast Icon for Time
Recorder
To start the process we select Launch Time Recorder from the fast icon
toolbar.
The Time Recorder window appears and we can proceed by clicking New. This
will create a new time recording for this example.
Time Recorder
Window
Details are passed from the job we have opened and we can specify Defaults for
Document to be checked.
This will automatically create a service line of labor to be billed.
Training Guide 259

Time entry Job

Details Window
We start the recorder by pressing the Record button. If for instance we set up 20
jobs ready for recording, we could action the recorder on and off for various jobs
as desired.
Stopped Recording status = Stopped
260 Service Manager

Recording Recording status = Recording
When we have finished the job recording we simply press the stop button and the
status displays stopped.
Press stop button to Recording Stopped
end recording process
To complete the record process we need to press the Commit button. This
acknowledges the data transfer to time manager.
Committing
Transactions Warning
Time entry for the job is now invoked and as can be seen in the example, 2
minutes was the recorded time. This can be adjusted or applied as desired.
Training Guide 261

View Time Entries
262 Service Manager

The time entry is now displayed in the phase details as a time entry Due for
Retrieval (Green Watch).
We can now drag and drop this entry onto the job phase
Drag and Drop Time
Entry Ready for
retrieval
The pop up confirmation window allows you to retrieve the actual time entry.
Confirm Time to
retrieve
Training Guide 263

The Service screen appears with billing details, quantities, costs etc If the need
arose, it is possible to absorb the cost to a job by selecting the cost only tick. In
this case we will bill the service out as an invoice.
Service window
This will now create a billing group and a service line containing labor. Notice the
billing group line inherits its creation source.
Tree View
Also notice the time manager now reports the time entry status as complete. The
red watch visually signifies this visually.
Time Entry
264 Service Manager

Time Entry Retrieval Enhancements in Document Entry
New options have been added to Document Entry under Tools, Options, General
Tab, in the Time Entry Retrieval section.
It is now possible to specify to override existing supply values on retrieval by

default.
It is also possible to specify to bill the time entry estimate quantity (effectively the
budgeted quantity), and cost the time entry actual quantity when retrieving a time
entry to the document.
Training Guide 265

The estimate quantity will be retrieved to the supply/commit bill to quantity field
and the actual quantity will be retrieved to the supply/commit cost quantity field
automatically if the new retrieve option On Time Retrieval, Bill Time Entry
Estimate and Cost Time Entry Actual is set.
Warning Message - Un-retrieved time entries exist

If a user tries to complete a job that has un-retrieved time entries, the user will
now be presented with a warning that un-retrieved time entries exist.
266 Service Manager

Time Retrieval details from the response tab.
Templates & Billing Group Templates
Purpose and how to use
Purpose The main purpose of the billing group templates is an automated

procedure for adding structured or common services and items to a new job.
Templates will save time.
Example Your Company is in the printer repair business, and a one such repair
is a replacement lamp kit for the most commonly sold laser printer on the market.
In Service Manager, we go through the following process of template creation to
cater for this job.
Select the Document Entry program

From the drop down menu, select Template
Training Guide 267

Template Selection
We proceed by pressing the green GO button. This displays the pop up Template
Profile window. Select the Job Type and Description this template will represent.
Press GO button
when ready to
create template
We have created an example called KIT21 Replacement LAMP KIT and we use
the Description of Copier Printer Repair. To continue to the next step we press
Accept
268 Service Manager

Select the Billing Options as required and Accept to continue.
Accept to continue.
Training Guide 269

Phase Selection
Upon accepting the phase details, the system now creates the document as
requested.
Job Header and a single Phase appear in the directory tree.

Job Tree View
Now we can add a billing group to the job template.
270 Service Manager

We know the job will take 30 minutes to complete and there is one part required
for this repair, we can introduce these items into the billing group.
Select the Insert Billing Group Line icon from the fast icon toolbar and notice the
addition of Billing Group to the directory tree.
Tree View
We now select the service we wish to include. From the fast icon toolbar select
Insert Service Line.
Choose the service description, employee, price list, unit quantity and price, and
time entry as required. Accept to continue.
Insert Service with

Fast-Icon
Training Guide 271

Insert Item with Fast- Select the Insert Item Line icon from the fast icon toolbar. Select the Item, by
Icon finder or item number, verify details such as stock on hand, sell price, price list
and accept to continue.
272 Service Manager

We now have a tree structure with Header, phase, billing group, parts and labor
all on one template.
To save the template just created, press the save icon on the main toolbar. This
has completed the process for creating a simple template.
It is possible for instance to create a template which has many more items,
services and phase entries and this is the main focus of the feature.
To create a job from a template: -
Open the Document Entry program and from a new/null entry point, click the
COPY icon from the main toolbar to begin creating a new job from a template.
Training Guide 273

Create New Document

form
Create New From the Create New drop down menu, select Job.
From Existing From the From Existing drop down menu, select template.
274 Service Manager

Select the template by typing it into the field, or use the finders to choose the
template required.
Once the Create New, From Existing and Template fields have been entered,
click the Go button at the far right hand side of the form. This will refresh the
screen and open the other required fields on the form required to complete the
process.
Enter the site details and select any further optional overrides then click on the
Proceed button to create the new Job.
Training Guide 275

Warning Click YES if details are correct.
Confirmation message Click OK
After this message, the system will return to the Create Requisition form. Click
on the Close button at the lower right hand corner of the form to continue. This
will then return to the document entry screen. Select the Job that was created to
view its details.
Document Entry
screen
276 Service Manager

Details Notice the Source Document field lists the type and number of
document this job was created from.
New job header Once a new job has been created from the template, inspect the header
information information as follows. Notice the Associated Document field in the lower left
hand corner of the page displays the template used to create this job.
Training Guide 277

Using a Billing Group Template
Start by creating a new Job with basic details and standard processing options.
Check the assignments for the job. If the assignments contain the relevant
employees then the system will automatically enter the information into the
billing group screen.
On the job phase, Now we can select the insertion of a Billing Group from a template. Right mouse
right click and select on the phase, select Insert, select Insert Billing Template.
insert, Load Billing
Template
278 Service Manager

Assignee Select the assignee for the position by double clicking on the employee
required.
After selecting the employee, select the template desired by typing in the number
of the template or using the finder.
Select Billing Template
This now creates a billing group with a service line and an item line as created in
the Billing Group Template.
Tree view of billing
created by template
Templates can be created to automate recurring tasks improving efficiency.
Training Guide 279

Sale Documents
Service Manager provides a quick and easy method to sell services and items
without having to create a job in service manager.
From the drop down menu associated with the New icon on the main toolbar, we
select Sale.
Select Sale from New
document menu
Alternately Alternatively - Select Sale from the Job Type drop down menu and click the GO
button to continue
280 Service Manager

Sales Documents The header information for a sale document differs from the standard Job
header in a number of ways.
Note! There are no agreement details displayed at all due to no Sales would be
covered under any agreement types.
The VIP pop up messages, do still display but are only as an information source.
The expiry date of the document is listed in the lower right hand corner of the
screen.
Expiry Date on a Sale
Document
Training Guide 281

Default Expiry date for Quotes and Sales Orders
It is now possible to setup a global default expiry date for quotations and sales
orders.
See VM Setup, VM General, Options, on the Default Tab, there are two new
fields that can be used to specify the default expiry date for quotes and sales
orders.
When creating a new quote or sales order the expiry date in the header of that
document will be automatically set the date specified in the options table.
When creating a new quote the Expiry date will default based on the entered by
date and the duration specified in the options table above.
282 Service Manager

Example of the expiry date which is based on the default in company options.
Notice in the Billing window, there are fewer options available for selection. With a
sales document, there can be no budgets or response tracking associated with a
sale. Commissions can still be tracked for commission splitting and sales analysis
tools.
Training Guide 283

Billing Options
We now enter the phase details and because commission tracking is checked, we
see the employee split information. We accept the phase and continue.
Phase Selection
284 Service Manager

We now have a sales document in the directory tree forming.

Tree View
We can now insert a billing group line from the fast icon menu.
Now we can enter services and items as required. Enter two items into the
billing group and view the tree as follows.
Notice the Equipment CAN NOT be entered into a sales document.
As per the example we can see the billing group lines entered into the sales
document, and the totals information for the sales document visible.
Resulting Document
Training Guide 285

Click Post
We can now post the sales document and create our invoice
Posting Window
After accepting the message screens we will eventually be provided with the
option to print the invoice now.
286 Service Manager

Sales Documents
Notice the green tick on the item just invoiced.
Training Guide 287

Quotes
To create a Quote we enter into the Document entry program within Service
Manager. Some of the features associated with quotes are the Expiry Date
allowing the document to be removed from the system after its expiry date,
making house-keeping neat and tidy. No parts or labor are reserved by the quote
system, will not effect stock levels. A Job can be created directly from this
document, and basically become the estimate for that job. Quotes can also inherit
agreements.
To start a Quote, select the type of document to create from the New drop down
menu, in this case a Quotation.
Quotes
NOTE: - Once selected the document prefix and number change according to type of document
being created. The naming and numbering of any document can be modified in the setup options of
Service Manager.
Select Billing Options
288 Service Manager

Select Phase Options
Select properties of the header to and enter details as required.

Quotes
Note Site level agreements can be incorporated into a quote. Notice in the bottom right hand
corner, we have an expiry date that can be modified by typing over the displayed date or the drop
down arrow will display a calendar for convenience
Training Guide 289

Date Selection Tool Drill into the date filed to view the calander.
Once we accept the phase details, we select a piece of equipment to quote on. In
this case we will be quoting on re-programming a mobile phone for this client. We
add the Equipment record, then a billing group and then add service. Accept will
add the lines to the tree.
Service Properties Enter a service line and view its properties.
Note When adding a service to a quote only the supply window is displayed.
The quotation now needs to be saved. It is now complete. Notice the totals pane
displays only two columns, Description and Ready.
290 Service Manager

Document View
When we select the Print function to print the quotation, there are a number of
items to be aware off. The options available allow the printing of Quotation
(default), picking slip, document listing and document notations.
Print Option Window
Select Print to continue.
Training Guide 291

The Print Quotation pop up window appears with special options. For instance,
Include Customer terms allows you to print the relevant bank and credit card
details on the bottom of the quote. The customer is now able to authorize the
quote and arrange remittance immediately.
Print Quotation
Window
Printed Quote
292 Service Manager

Copy to Job
We now return to document entry and select Job as the current type of document.
To convert the Quote to a Job, we select the COPY icon from the main toolbar to
retrieve the quotation and create a Service Manager JOB.
Select JOB from the Create New field, QUOTATION for the From Existing field,
enter the quote number and press the GO button to refresh the screen.
Complete or modify any details as required and click on the Proceed button to
continue.
Create New/Copy
Document Window
The system will prompt for.
Confirmation
Training Guide 293

Confirmation Window
Once the copy window is closed, the system returns to the document entry
screen. At this point use the finder to locate the newly created Job or enter in the
Job number.
Source Documents
Number
Notice the header detail contains information such as source document number.
We can identify immediately the document used in the creation of this job was
quote number QTE00002.
294 Service Manager

Quotes Example Select the properties of the service line. The service line can be
edited as follows and we now require and extra 15 minutes to be added to the
line. We can add this to the Time entry Duration field.
We inspect the estimate details. This figure has been changed, but it is desired to
quickly find out the original estimate. Use the drill into arrow to retrieve details.
Estimate View
Training Guide 295

Original Estimates
Service Manager keeps a record from the original quote and this can be adjusted
as a re-estimate.
Maintain Original
Estimates
Templates
How to Use
How to use. To create a template, select Template from the NEW icon menu
bar.
Create a new
Template
296 Service Manager

We then select the job type a description from the template window. We then
accept this to continue.
Template Profile
From the Billing Options window we select and check the required tick boxes to
be included in the template.
Billing Options
Training Guide 297

Phase Type Window Select a single phase for this example and continue.
To this job we will now add an equipment marker. The marker has no details
associated with it at this stage.
VIP NOTE (Please note that currently Service Manager can only retrieve one equipment detail into an
equipment marker. For example, if there is multiple phases with multiple equipment markers, all
markers will inherit the same equipment detail, therefore once a job is created using the template,
the operator MUST edit each and every equipment marker line to select the appropriate equipment.
This is a limitation that is being addressed currently for new the release.)
Tree View
We add a billing group line then add a service line. We select the details as
required, service type, employee, price list, and a time entry. Accept to continue.
298 Service Manager

Service Manager Templates can be assigned an Expiry Date. This is a useful tool
to remind both staff and customers of special offers etc that could be on a
monthly basis for instance.
We have inserted a monthly aligned notation and will set the template to expire at
the end of the month. We do not need to be concerned with creating a new job
from a template that contains outdated notations.
Also within this template we have assigned another phase, billing and service line.
Any combination of services, items, phases is acceptable in a template.
Tree View
Training Guide 299

Using Search to create a new job
Templates can be invoked in various manners depending on your location within

Service Manager. Within Document Entry, Search, New and Copy are the most
common.
Using Search to create a new job will display the Search window which contains
the Create New From Template section at the bottom.
Search Window
300 Service Manager

Copy Use template to create a Job
Copy allows us to create a new job from a template. We enter the site number
and click the GO button to retrieve site details into the form. We now select
proceed to continue.
Templates
A warning message window will appear requesting confirmation.
Training Guide 301

The system will confirm the creation of the new job and return the Job number
also.
The newly created job appears with all the required details except for the
equipment. The operator must now edit the Equipment line and enter the
equipment code or use the finder to identify it.
Document View
Exercises
Exercises
Copy a Template to a Job
Copy a Quote to a Job
302 Service Manager

Site Agreements
Purpose relationship between Agreement and Job
Site agreements can have multiple sites included under one agreement. These
sites can have multiple pieces of equipment covered under the one site
agreement. The job relationship checks the site agreement and verifies the
equipment at site level.
To create a site agreement from the document entry screen we select the Site
Agreement option from the document type menu. This will change the document
numbering system accordingly to the convention created in Service Manager
setup options.
Select Site Agreement from the document type drop down menu. The document
number field will display ***NEW***. To create a new Site Agreement, click on the
GO button. To edit an existing Site Agreement, enter the agreement number into
the document number field or use the navigation tools to display the list of
agreements.
Site Agreements
Training Guide 303

The Header information form is displayed, requiring site details to be entered.

Create a NEW Site
Agreement Header
form.
If the customer site already exists, use the finder to enter the site information.
Quick Create Icon If required, a new customer can be also be added into the system via the Quick
Create Icon as highlighted in the above snapshot. At this stage we can create a
new customer site using the quick create icon.
For this exercise the sample data contains a job Type of JT4 (Sale of
agreements) and an existing description of AGRS12 (Agreement Sale (12) month.
These can be fully customized appropriately to reflect your industry and own
requirements.
The Bill to tab contains the customer billing information, as it is possible for a
billing customer to have multiple companies and sites. Site details are locale
specific.
304 Service Manager

Enter Site detail into Enter 1100 into the Site field. Modify the Type detail to JT4 (which is pre-defined
Site Field as Sale of Agreements), set the description to AGRS12 (which is pre-defined)
and check the entry details.
Billing options window. Check and select the required options, such as Track
Commissions, standard processing or recurring (schedule) processing.
Set Billing Options
Training Guide 305

For this job we will select Recurring Postings and set up a recurring schedule.
The Phase form displays information including phase type and commission splits.
Accept to proceed.
Phase Selection
Window
Agreements
Agreements in 5.2A have undergone some enhancements that have been widely
requested. These changes are evolutionary in nature and add to existing
functionality as well as offering some new options. If you do not wish to utilize
the new functionality that is fine, you can simply continue to operate with your
current settings.
There are now (2) new options in addition to the existing method to setup the
agreement term or period of cover, and recurring billing schedule for an
agreement.
These have been added to the Agreement Profile Tab. Open Document Entry,
select a Site Agreement, and select the Agreement icon:
The Agreement Term/Period of Cover Options now include:
1. "Specified (Default)
2. "Aligned to Billing Cycle
3. "Continuous (No Date Checking)
306 Service Manager

Agreement Profile
Window
Specified This option is equivalent to the current option available in version 5.1 and earlier
versions of Service Manager.
Selecting this option will allow you to manually state the period of cover for the
Agreement. If a billing schedule falls outside the agreement term, the agreement
term/period must be manually adjusted to align with the next term or period to
be covered.
In the case where an agreement was required to renew automatically at expiry

of the current term, that necessitated setting an expiry date into the future.
A new option Aligned to Billing Cycle now alleviates the need to forward date
the agreement in situations where automatic renewal is required.
Training Guide 307

Aligned to Billing Cycle This option ties the agreement term/period of cover, directly to the billing cycle.
When a billing is due, and an invoice is posted, the posting automatically
updates the term/period of cover at the same time.
The start date of the agreement is set to the first billing cycle start date as
setup in the billing schedule. The end date of the agreement is set
automatically to the last or most recent billing cycle end date.
This option can therefore be very useful for setting up an automatic agreement
renewal based on billing cycle, where the term of the agreement is aligned to
the current billing cycle.
This option is only available if the Agreement in Document Entry utilizes the
Recurring Posting method of billing.
308 Service Manager

To use this option, when creating an agreement choose Aligned to Billing Cycle
and insert a schedule. When posting an invoice that is due using the Posting
Schedules program, the cover period for the agreement will be automatically
set to that of the end date of the current period cycle. This ensures that the
billing cycle and period of cover are always the same.
Continuous This option allows for an unlimited agreement term/period of cover. No

checking or validation of dates is required and is independent of the billing
cycle. This can be useful when using meter agreements.
Use this option if there is no specific commencement or expiry date checking

required and the agreement should always be considered valid.
Term of Agreement
By default this agreement is set to twelve months as reflected in the Total Term
of Agreement date ranges. Notice the number of days in this term is also
displayed next to the date range,
Training Guide 309

Cover Options Tab
Cover Level
Check the required level of cover or any combination to suit the situation. Adjust
the percentage of cover for the agreement.
Agreement Status
Select the appropriate Taxation option from the drop down menu in the Taxation
section.
310 Service Manager

Period Details
A Response Period can be specified within the agreement. In conjunction with

response tracking, it is possible to specify a lead time to service the site which
can be used to evaluate the performance of employees, improve efficiency and
customer satisfaction.
Override G/L
Service Manager provides the ability to override the G/L Account associated
with this agreement.
Defaults
When a Job is created against this agreement, it is possible to specify a default

job type. As a wide variety of sites and agreements can be achieved, special
Job Types can be pre-defined then specified in this field.
Training Guide 311

Tracking Options
Tracking Tab Within the tracking tab of the agreement profile we can set the system to
produce warning messages.
If the Cover reaches 80% of the revenue, and a separate warning if the cost
reaches 80% of the revenue. Very useful for tracking cost only applied to a
contract. The Revenue billed to date is also displayed. This field will become
populated as the agreement is used. No data appears until this time.
312 Service Manager

Billing Warnings based

on Revenue.
If the Cover reaches 80% of the revenue, a warning message will be displayed
advising this criteria has been met. This is very useful for tracking coverage in
order to renew or re-bill the agreement when the time arises.
The Revenue billed to date is also displayed. This field will become populated as
the agreement is used. No data appears until this time.
Billing Warnings based

on Cost
If the Cost reaches 80% of the revenue, a warning message will be displayed
advising this criteria has been met. This is very useful for tracking costs in order
to examine the viability of an agreement.
The Revenue billed to date is also displayed. This field will become populated as
the agreement is used. No data appears until this time.
Track Points
Track points can be used if UNITS are sold as part of the agreement. Each
service line can be associated with x amount of unit value and items can also
have a unit value associated to them.
A warning message can be invoked to report to the operator that the points have
fallen below a set value. This can be used to identify prospective renewals early.
Training Guide 313

Alternative Tracking For instance a company purchases 24 units for a 12 month period and require a
options service. The standard 1 hour labor charge has a value of one unit. For each
hour of labor, the unit level is decremented by the same amount. If an item with
a value of 2 units is also used, then we have a total of 3 units used in this
particular instance.
Outside Business Service Manager can warn the operator and create a warning message if the
Hours Warning customer requires service outside of normal business hours.
History Tab
The History Tab of each agreement will display Recent Agreement Billing,
Recent Cover and Accumulated History.
Once satisfied with the details and options, select the Accept button to continue
creating the agreement.
314 Service Manager

Site Agreement
Details
We can view the equipment covered under the agreement by selecting the
appropriate line in the tree. We can add/modify the equipment list by selecting
the properties of the line.
Equipment Cover The properties can be set to cover the entire site or specific equipment which
Level will display the entire equipment list then the operator will need to individually
tick each item to be cover.
Training Guide 315

Recurring Posting From the agreement tree structure, click the properties icon to view the
Schedules Recurring Posting Schedules.
Select Insertion Select Single Entry, Multiple Entry by Schedule or Multiple Entry by
Method Frequency. In the following example, we have chosen the last method to apply
to this agreement (Multiple Entry by Frequency).
316 Service Manager

Insert Schedule
The system then requires a Frequency to apply selected by the drop down
frequency menu. For this exercise we have chosen Monthly.
Preview Click the Preview button and the system will display the number of entries it has
created. To continue, insert and view these entries we click the Insert key.
Click on Insert to add the Posting Schedule to the agreement.
Training Guide 317

Posting Schedule
We are now presented with the Service Manager Posting Schedules window.
This window displays the entire schedule. Notice the status of each entry. The
first entry is flagged as DUE. This is the only entry ready to post.
Note The Select All check box applies only to those entries that are ready for
posting only. Since all other entries are flagged pending, they are non
selectable.
Click the save icon to accept the schedule and return to the agreement details.
318 Service Manager

Site Agreement
Details
When we back out to the document, after a refresh we see the schedule
transactions in the tree structure have been inserted.
Tree View
Training Guide 319

First add a Billing Group.
Now we need to enter a service line to the billing group in order to post an
invoice and complete the process.
320 Service Manager

We select Standard and enter the AGR12M for the service type. Tab away and
details will be refreshed.
Check the details are correct. Check the currency is set correctly if using
multicurrency.
Training Guide 321

Amortization
Service Manager provides the option tab for amortization processing. When the
agreement is sold it credits an unearned income account on the balance sheet.
Amortization Tab The amortization will the debit this account and transfer it as revenue. This
accrual method allows you to better match revenue against costs.
G/L Posting Schedule We need to specify a monthly posting schedule. Select the appropriate schedule
in the G/L Posting Schedule using the finder.
322 Service Manager

We can now return to the properties of the Posting Transactions and post any
outstanding billing. Note the ticked items will post. Click on the post button to
continue.
Select Yes to post the Recurring Postings.
Training Guide 323

Posting Schedules Then a confirmation screen with quantities of documents posted.
View Postings option We can now view the posted document. Right mouse on the service line, Select
from menu the View Postings/Credit option from the drop down menu.
This will bring the Posting Query window up. We can now view the details, print
the invoice etc.
324 Service Manager

Site Agreements
Agreement warning process
The Agreement Warning popup message box has been enhances to show more
relevant information.
An option has been added in Document Entry, (see Tools, Options, General, in
the General section called, Show Agreement Details Form.
If this option is set, then anytime a job is entered for a customer covered by a site
agreement, the Agreement Warning screen will pop on entry to advise of a
payment not being received on an overdue invoice, warn where billing or costing
thresholds have been exceeded, warn where points values have been exceeded,
or simply warn when a posting is now due.
If this option is not selected the Agreement Warning box will not appear.
Training Guide 325

Open a new job in document entry, enter a client site that is covered by an
agreement and the Agreement form will be displayed as follows.
326 Service Manager

Display All Agreements

A new feature has been added to the document header in the agreement section
called All. This will display all agreements for a customer, including equipment
specific agreements if they exist.
This feature is also available at equipment level, billing detail line level on a
service or item and from the Search icon in Document Entry when creating a new
document using the Search function.
Previously, if an equipment specific agreement existed it was only possible to

see an agreement existed when that specific equipment was selected. This
meant there was no way of telling that the customer had an agreement until
entering the equipment record. The new feature now displays all agreements
including equipment specific in the header of the document as well as in other
areas of the program as mentioned.
Resulting message when the All button is clicked on.
Training Guide 327

Click on All button
Exercise
Exercise
Create a New Site Agreement
Equipment Level
Perform job for site under Agreement
Review how agreement is updated
328 Service Manager

Warranty Agreements
Purpose
Service Manager has incorporated a warranty agreement policy into its features. It
is possible to create an agreement to where time spent working on a piece of
equipment under warranty, can be claimed back from the manufacturer.
Setup
To create a Warranty Agreement Select the Warranty Agreement option from

the document type drop down menu. Notice the change in the document
numbering system to coincide with a warranty situation. WAR is the prefix used in
this instance to identify Warranty documents.
Document Type
Warranty
Agreement
Click the green GO button to continue creating an agreement.
We need to select a vendor as the billing will not be directed to the customer but
rather as a claim for work performed under warranty back against vendor.
Training Guide 329

Header Profile
We accept the default billing options for this exercise.
330 Service Manager

Warranty Agreement
Training Guide 331

Claims Tab A Claims Tab has been added to the Agreement Profile. It is possible to specify
the Claim Type, Items, Services, Contractors or Labor. It is possible to adjust the
individual percentage of each Claim Type that will be claimed back. The Claim
Base can be set to Line Cost or Line Cover and the Claim Percentage can also
be specified.
Click the Accept button to continue.
Warranty Agreement
Details
332 Service Manager

Inserting Models Vs Sites
Select the Model number if known of use the finder to select.

Model Selection
Window
There may be a number of specific pieces of equipment that are to be included

under specific equipment or the entire model range can be selected.
Models to Cover
The Warrant Agreement window now displays the resulting search for any
customer that has equipment matching this model signification. Note the scroll bar
will reveal warranty details and expiry dates.
Currently Unexpired is checked. If we check the Expired box, we will retrieve

all matching models of equipment that has expired out of warranty.
Training Guide 333

Warranty Agreements
Close this window to continue.
Cover Options
The agreement details are viewed by highlighting the header and selecting Setup
Agreement from the drop down menu.
Here we can set the Status Warranty period Cover Level Taxation Default
response time G/L Account - Quantities.
Warranty Agreements
334 Service Manager

Warranty Claim
The Warranty agreement profile provides an option tab for Claims.
In this section we are able to specify what we are able to claim from the
manufacturer. Most manufacturers will indicate their procedure for warranty
claims. We will select claim labor and claim items.
The Source Default Claim, allows us to specify the claim base at Line or Cover,
and a percentage. There is also a check box to Allow Specified Fixed Service
Claim.
Claim Tab
The Tracking tab allows us to specify billing warnings. Although the tracking of
billing is not as relevant in warranty agreements as opposed to Site Agreements,
we can still specify that when the cost reaches 90% of the coverage to produce a
warning.
Track points is not relevant to warranty agreements.
Outside business hours may be set and again its relevance is not an appreciated
warranty item.
Tracking Tab
Training Guide 335

The history tab will display details on recent agreement billing and agreement
coverage.
History Tab
We now have a warranty agreement set up for operation. We can now close this
window and proceed back to the document entry screen and create a new job in
the system utilizing this cover.
336 Service Manager

Warranty Agreements
Start a new Job in Document Entry and add the equipment record that was
specified under the Warranty Agreement.
New Job
Select the properties of the equipment line.
Training Guide 337

Notice the WARRANTY section being displayed.
The warranty details, model specific have filtered through and the displayed are
the period and expiry dates of the selected piece of equipment. The Agreement
cover displays the Warranty agreement number this equipment belongs to.
Warranty Period and
Agreement Coverage
338 Service Manager

Create a new job in the system and specify warranty as the job type. We know
from our example the site containing the OKI equipment is 1100.
New Job Header
Profile
Training Guide 339

Billing Options We can specify standard processing and track response for the billing options.
Window
We have now created a job with a phase and added the specified piece of
equipment.
We can add the billing line and now add a service. We can see from the service
window, we have added a labor charge. We select a time entry of 60 minutes for
the labor component. As the totals are being displayed, the net total is $0.00. The
extended price of $88.00, no tax figure (tax is calculated as a percentage of
invoice) and the charge is being taken up at the Less Agreement Cover.
340 Service Manager

Billing Tab
We shall add an item to the document also. Notice the item is also covered under
the warranty agreement and therefore a net total of zero.
Service manager has integrated a warranty option called Rotation. This flag is set
in the Entry modes within the Status drop down menu. Typically a replacement
part from the manufacturer can be placed under Rotation.
This means we are able to track the item, the manufacturer replaces the item
under warranty, and we then replace the item in inventory to replenish the stock.
Training Guide 341

Item Billing
Ready to Post
We can now post this document and create an invoice. Notice the warranty
cover has taken up the total of the invoice and the net total is zero to the
customer.
342 Service Manager

Posting Window
Confirmation A confirmation message is displayed.
Successful creation of The system will create an invoice and display a confirmation.
Invoice
Training Guide 343

Charging Manufacturer
Return to the Warranty Agreement document numbered WAR00002. We can

view the claim details by selecting Maintain Warranty Claims from the drop down
menu of the Agreement icon on the main toolbar.
Agreement Icon
This will display the Warranty Claims window.

Warranty Claims
Press the GO button to proceed.
344 Service Manager

A list of unclaimed items is displayed.
We can see the displayed information contains details of the supply, details of the
costs and line details. The status is set ready to claim. This can also be adjusted
to varying levels of status, such as held, cancelled, claimed and unclaimed.
Training Guide 345

Warranty Agreements The Claim Details tab provides information on the claim amount. This section
also displays multi currency information (if setup and using multi-currency) and
has automatically calculated between the currencies as required.
If an item has been placed under Rotation status when supplied, then the
Misc/Rotation tab will display a Rotation request.
When the manufacturer replaces the item, the Rotation Received check box must
be ticked and the person receiving the item can enter the authority.
346 Service Manager

Miscellaneous
Rotation
Upon accepting this screen, we are returned to the main Warranty Claim form.
Select save to proceed with the process.
In this window, with the date range specified, we can select the individual items to
claim. The services and items can be viewed by highlighting the line and selecting
its properties.
We are now ready to create the claim and post the details. Selecting the phase
level, we can create a billing group and service automatically.
This is achieved by entering warranty agreement document, then from the

Agreements icon drop down menu, choose the Retrieve Warranty Claim option.
This Retrieve Claim for Billing window displays the total amount to be claimed.
We select the service as Claim.
Training Guide 347

A confirmation screen requires your response.
Notice that Service Manager has retrieved the billing information and created a
service line ready for posting.
Tree View
The service line is displayed upon retrieving the claim and we accept this to
continue to posting.
348 Service Manager

Billing Details Window
Post Claim Select the Post icon from the main toolbar. The following Post window is
displayed. Verify details and click post to proceed.
Training Guide 349

Ready to Post Claim
The system will prompt for confirmation of posting and then on completion with
the following message.
350 Service Manager

Notice the service Line icon has changed and signifies its status of posted.
Tree View
Exercise
Exercise
Create a new Warranty Agreement for a model
Perform a job for equipment under warranty
Open the Warranty Agreement and review the warranty claim
Print the Warranty details
Retrieve the claims
Post the Claim Invoice and review Totals, Profitability
Training Guide 351

Meter Agreements
Purpose
Meter Agreements are documents in Service Manager used to create a contract

of cover for a particular piece or pieces of equipment that may have a meter
attached to them.
Billing typically occurs in arrears based on meter reading schedules as defined in

the master meter equipment record. The customer is then charged the value
based on the reading, according to a pre-defined formula agreed to between the
service company and the customer for the term of that agreement.
We can also create contract details for the agreement so that any work performed
on that equipment during the period of contract cover is not charged to the
customer except through the meter agreement itself.
Equipment can have multiple meters and meters are processed at regular
intervals. Meters can be read manually at any time, though by simply entering a
meter document or a meter itself.
Service Manager features a meter processing program. This program allows you
to specify criteria such as the date, meter employee or site and can be used to
read thousands of meters at once without having to enter into each individual
document.
Please note that a meter agreement can not be specified as work in progress
(WIP) as that feature is irrelevant to this type of document. Also note that meter
agreements can not be viewed in Job Manager that is there are no response
tracking options for meter agreements but we can use document query and other
tool and reports to search for existing meter agreements if necessary.
Meters could be used to measure fuel usage, miles or kilometers traveled, hours
operating time, take offs and landings, electricity usage, water flow or similar.
Service Manager allows you to set up meters separately to measure agreements

and can be used to initiate a job when the meter reaches a certain critical reading
point.
Meter Agreements like most Service Manager Agreements, has two basic
elements. A billing section and a contract details section.
Setup
To create a new meter agreement we enter the document entry program and
select the type of document we wish to use. We select Meter Agreement from the
drop down menu.
352 Service Manager

Job Type Meter Click on the GO button to proceed.

Agreement
We enter site details etcinto the header information pop up window to create a
bill to customer for the agreement. Accept to proceed.
Header Window
Training Guide 353

We select the billing options and accept to proceed.

Meter Agreements
Meter Agreement
Profile
Note - Profile, Cover Options, Tracking and History and

explained in full details in this manual on pages 25-31.
354 Service Manager

Meter Agreement
Window
Notice the system has automatically loaded the bill to client and the site. It is
acceptable to have multiple sites on one agreement. Sites can be added to the
agreement by clicking on the Insert drop down menu and selecting the Include
Site option. Selecting the Customer will display all the sites covered under the
agreement.
Select Site to view Selecting the Site will display all the equipment covered under the agreement.
equipment
Training Guide 355

For this particular agreement we will specify the coverage as specific piece of
equipment rather than the entire site. To do this we select the properties of the
site and the Site window will pop up and allow this modification.
Once Specific equipment has been selected, we then need to select the piece of
equipment we wish to cover.
Check the required
piece or pieces of
equipment
In this example we have selected the following equipment, as it contains a meter

readings and action to be taken at particular stages in particular components life
cycles.
Zoom in on the
selected Equipment
356 Service Manager

At any time during this agreement we can view any services or items that have
been charged out against that piece of equipment. This is located below the
Covered Document branch of the tree structure.
To view the properties of this contract we select the header line (top of the tree
structure) and click the properties icon on the main toolbar.
Agreement Profile
Training Guide 357

The Status of the meter agreement can be placed in varying modes of operation
such as Active, Suspended or Expired.
Status Options
The Agreement period is displayed as a yearly contract with the period of cover
listed. Another useful feature is the addition of a review flag that can be modified
as required to warn the operator this contract will expire. Default setting is 7 days
but the system will accept an entry more suited to your requirements.
Period of cover and
review date
The Cover level is of great importance. Cover Level displays the contracts
percentage of cover for selected services and items. Dependant on the unique
characteristics of your own design, it is possible to include in the agreement cover
(checked) or not include in the cover (un-checked), standard services, labor
services, contractor services and items. All options here can be selected up to
100% cover. Some sites may decide to provide labor only agreements and would
un-check Items.
Cover Level
Taxation options are handled through a drop down menu. Select the appropriate
tax option as required.
Taxation Options
A feature built in to agreements is the ability to specify a default Response Period

to be included in the cover. When a job is raised the default response will be
added into the job.
358 Service Manager

Response Period
Default
The tracking tab provides billing and billing warning options. We can set the
warning options to identify cover and or cost and set warning levels to notify
operators of conditions. There is also an Outside of Business hours warning
option.
Tracking Tab
Training Guide 359

Within the tracking tab of the agreement profile we can set the system to produce
warning messages if the Cover reaches 80% of the revenue, and a separate
warning if the cost reaches 80% of the revenue. Very useful for tracking cost only
applied to a contract. The Revenue billed to date is also displayed.
Billing Warnings
Track points are used if the preference of units is sold as part of the agreement.
Each service line can be associated with x amount of unit value, items can also
have a unit value associated to them.
Alternative tracking options - For instance a company purchase 24 units for a

12 month period and require a service. The standard 1 hour labor charge has a
value of one unit. For each hour of labor, the unit level is decremented by the
same amount. If an item with a value of 2 units is also used, then we have a total
of 3 units used in this particular instance.
Track Points Options
We can specify the system to create a warning message if the customer requires
service outside of normal business hours.
Outside Business
Hours Warning Option
This completes the initial setup of the meter agreement.
360 Service Manager

We can now insert a meter into the agreement.

Single Select Equip.
This will invoke the Insert Equipment Meter window. Now we select the piece of
equipment we will be monitoring. Also the Meter field requires a Meter type to be
entered. In this case we are using meter 1. (Some pieces of equipment may have
multiple meters.
Insert Equipment
Meter Window
Notice the tree structure has branched out and added a metered piece of
equipment to the agreement.
Tree view of an
equipment meter
We now need to insert a billing group into our agreement for this piece of
equipment.
Fast-Icon
Training Guide 361

This will now create a billing group branching from the metered equipment.
Tree view of inserted
billing line
Now we can begin to insert any services and items that will be required in order to
bill the customer.
Insert Service Line
Insert a Service Line displays the following form.
362 Service Manager

Care must be taken when selecting and editing a service. Start by changing the
Group Service type (top left) to Standard, then the adjacent field to the select the
job type required.
{Text here}
In this example, we have selected Copies and have set our cost price of this
service at $0.02 and our selling price at $0.05.
Service Billing Window
Note To adjust or override the cost price, you must have User Specified Billing
checked for the respective service type. This is an option in Services in the
Service Manager set up section.
Training Guide 363

Metering Selection Select the Meter tab to view the criteria for billing in relation to the meter
Options readings
Upon an operator entering a meter reading for this equipment, the system will
calculate, distribute and incorporate the resulting data throughout the agreement
and through to the final invoice stages.
NOTE:
There are two very important data entry sections within this tab, (Metering and
Range Setup) and we recommend you develop a good understanding between
the relationships of these items and how they will effect the invoicing.
364 Service Manager

Metering Billing Supply Quantity
This selection will transfer a figure directly into the Billing Qty Field in the billing
tab. The figure amount will vary depending on the menu selection.
Metering Billing
Supply Quantity menu
options
Menu Selections are:
Nothing The system defaults to this setting and will do nothing
Usage The number read of a meter needs to be entered into the system. This
number can be entered manually into the meter reading filed of the equipment or
via the Meter Processing program. Units could be in hr, km, gal, watts etc
The system will take the meter reading, check its history to see if there has been
any previous entry, if there is no history or previous entry it treats this number as
the USAGE figure, if there has been a previous entry (meter reading entry) it will
subtract the last reading from this reading, resulting in a net USAGE figure. This is
how the USAGE figure is calculated.
Reading Meter reading is as it states. The READING is the ACTUAL meter

reading figure.
Supply 1 A simple flag that will enter a quantity of one (1) into the Billing Qty
providing the criteria has been satisfied.
Minimum Value Each metered equipment record contains a Minimum Value

field. This is used to satisfy certain criteria and whether action should be taken or
not dependant on the value specified. For instance If the meter reading is below
the minimum level, ignore the reading no action will be taken.
Value Under Minimum A criteria can be set to evaluate whether action should
be taken or not depending on the value specified. Transfer this value into the
Billing Quantity only if it is below the specified minimum value otherwise ignore
the reading value.
Values Over Minimum another true or false criteria. Example If the value is
over (and only over) the minimum, transfer this value into the Billing Quantity
otherwise ignore the reading value.
The Charge on Meter menu options are relational to the above options and are
used to check against the Usage or the Reading values to determine their paths.
Training Guide 365

Metering Test on
Meter
Nothing As it says
Usage Range The term USAGE is used describe the differential between the
current reading and last reading. This is the usage figure. This usage figure will be
a proportion of the total reading. Usage can vary from day to day or month to
month.
Reading Range This is the current reading. This figure or value is the total. This
is used for instance in a life cycle situation. Verification against this value for
instance will only occur once as each reading is an increment on the last.
The Range Setup activates upon selecting Usage or Reading from the menu
options for the Charge on Meter drop down menu.
We need to decide what figures to use in these range fields. This really depends
on the situation at hand.
Range Setup
There are many combinations and scenarios that will require the adjustment of
values to achieve a desired result. The following is a basic workflow describing
the process.
366 Service Manager

Meter Agreements Below is a sample flowchart of the process to verifying the value to be
transferred to the Billing Supply Qty.
For this example We would be selecting the following criteria.
If the criterion is met, then the values will be processed and transferred into the
appropriate area. If the value does not meet the criteria, it will be ignored and no
value will be passed through.
Another important setting is the Range Method menu located in the Range Setup.
Reducing option from
Range Setup options
Training Guide 367

Absolute If an absolute range has been set (as in the example - 1001 to 20000
and an Absolute option is selected from the Range Method menu), any value
passed through this criteria not within these set values will not be processed.
The Absolute Range Method ignores any value outside its absolute limits. A value
of 750 is ignored, 35000 is ignored, yet a value of 3500 is accepted and passed
through for further processing in the system.
Reducing Complex yet more powerful. We have specified a Reducing Range

Method, of between 1001 and 20000 respectively, as a lower limit and an upper
limit. The system will calculate if the value meets the lower value, if it does, it
proceeds with the value. Now the meter reading value is passed through and re-
calculated by the pre defined formula
If Lower Limit (not=<) Ignore - End
If Lower limit => Proceed
If Upper Limit =<> Proceed
Total Reading (minus) Lower Limit = Temp Value
Actual Value to be recorded will be in the range of 1 and 18999 which is the
differential of the range. Min =1 max =18999.
If we enter a meter reading of 200 Process ends and there is no value (0)
passed through.
If we enter a meter reading of 2001 we would get a Reducing balance value of

1000
If we enter a meter reading of 25000 we would get a Reducing Balance Value of

18999. (Net differential between the upper and lower limits we specified)
368 Service Manager

Meter Decimals
Decimal places have now been added to meter setup. Up to 4 decimal places
can be set.
This enables meters that utilize time or quantities to now include fractional
readings.
To setup a meter with a fractional reading quantity, open VM Setup, VM

Equipment, Meters. Select an equipment record that has a meter. On the Profile
Tab a new field exists called, Meter Reading Decimal Places. Specify the
number of decimal places required. Options are from 0 to 4 decimal places.
All meter reading fields will be set to the number of decimal places specified.
Training Guide 369

Historic Jobs
Sending Jobs to History
Service Manager permits flexible management of Job documents.
From the V/M Setup / V/M General / Options Icon / Defaults tab section of Service
Manager, the system allows you to specify when an aged or completed job will be
archived of as a historical job.
370 Service Manager

Company Options The Age Documents after is displayed in days.
Notice in this current situation we have set the figure to 7 days.
We recommend that the figure be based between 7 and 14 days to prevent un-
necessary completed jobs to stay in the system. These jobs will increase the load
on finders within the system and a small degradation on performance may be
experienced if excessive time frames are met.
For instance you would not set the number of days to 365. This would keep every
single job in the current job pool and would reduce the efficiency of job manager
and job scheduler.
During the day end processing, Service Manager will examine all jobs, check the
status on all jobs, and will change the status on all completed jobs that are aged
beyond the default setup days to a status of historic.
Service Manager automatically tends to these housekeeping functions to enhance

the efficiency of the database. These historic jobs will not be displayed in the
current job pool.
Training Guide 371

To view a historic job, from the drop down menu set the job type to Historic, then
use the finder to search for historic jobs.
Note the reduced icon toolbar, as the completed historical jobs are only being
viewed at this moment.
Reactivating Historic Jobs
To reactivate a historical job, we select Move Historic Job to Current from the
Document dropdown menu at the top of the page.
372 Service Manager

Service Manager will then prompt for confirmation of this process.
Notice the Status of the job came in as completed and we have now changed the
status to active.
A possible reason for this would be a cost not taken up against a job for some
reason. The costing can be applied to the job, posted and processed in order for
the balance sheet to reflect the true costing to the job.
Historical Jobs
Training Guide 373

Document Query
Document query is a very powerful tool that enables information to be extracted
from the database.
Creating a Query
This is the document query screen. The left pane contains pre- defined search
criteria. Select the required search criteria and click the include button. This will
transfer the criteria to the right hand pane ready for action.
Icons on Toolbar
Load Will load a saved search criteria

Save Commonly used searches can be saved as a file for future ease
of use
Print Printing functions
Criteria Select to view the left and right hand panes
Proceed Perform query, search for selected criteria
Doc Entry Auto launch into Document Entry on the selected job
Job Manager Auto launch into Job Manager
Assign Assign an employee to a job
374 Service Manager

Once a selection has been made, click the Proceed button and any matching
results will be displayed in the lower pane.
Any Job listed in the lower pane can be double-clicked invoking the document
entry directly as the current job displayed. If document entry is open already, use
the drag and drop feature to view the details of the job.
Note: - the system will display compounding results if multiple search criteria are
selected. Results must match all selected criteria.
Document Query
Criteria Selection
using todays date
Training Guide 375

Creating a Compound Query
For instance if we select Todays jobs and Documents with Billing, the resulting
search will check every job to see if it matches both criteria as selected.
Document Query on
Todays Date and
Jobs with a Status 1,2
and 3.
Notice the resulting search matched only one job. The search criterias
possibilities are endless.
Notice also when a search criteria requires an input, the finder and standard input
notation applies.
Example: We need to find out who is doing jobs in the Northern zone today. We
would select Todays Jobs and Documents for Zone. When Documents for zone
is highlighted and the include button pressed, a pop up window requesting more
information is displayed.
376 Service Manager

Zone Selection
Document Query
First we highlight the single resulting job (or if any job is selected from the lower
pane as there may be hundreds of jobs in the results).
Select the Job Manager icon from the toolbar. This will auto launch the Job
manager and have the highlighted job selected and current information being
displayed.
Training Guide 377

Resulting Job
Manager Display
Notice the detailed information supplied by the job manager.
Column Headers
The Results pane is flexible and customizable. Each column for instance can be
selected as sort by field and can be selected to sort in ascending or descending
order. This is signified by the Blue arrow next to the field description.
Sorting
Some examples are listed below:-
Display results by Document number in ascending order

Document Number
ascending order
Display results by Document number in descending order
378 Service Manager

Document Number
descending order
Display results by Job Type Code in ascending order

Job type code in
ascending order
Options - Printing
Selecting the print function will print a summary of results. The pop up window will
prompt for any further details to be printed. The system can be customized and
various report forms can be invoked to provide the desired result.
Options - Saving
Printing or saving a
Query.
Training Guide 379

Printing
Printed output of a
Document Query
Exercise
Exercise
Create a Query
Save Query
Print Results
380 Service Manager

Multi Post
Criteria
The Multi-Post program allows you to post in batch a range of documents that are
due for billing. Criteria can also be selected to choose the required documents.
Multi post is most useful if there are many jobs in the system that may be due for
posting. These jobs can be selected and posted through Multi-post in a batch
format rather than posting and printing each invoice individually.
Editing Documents
We can see from the initial screen that we can filter through many various criteria
in order to select documents to be posted.
Under the General tab, we can set the criteria to the type of document from the
Post for Document types.
Training Guide 381

Zoom in on Post for

Document Type
Drop down menu options are as follows
Check the Job Type tick box and use the finder to select the job type to add to the
search criteria. The finder allows the list of job types to be browsed and selected.
Using Finder for Job

Type Code
Select the Site tick box to set the search criteria to site. This is very useful if one
particular site is very busy, such as a large corporate where it is possible to have
10 or 20 invoices for a day or a week.
Select Site
The system allows all these invoices to be added to a batch and run Multi-Post.
382 Service Manager

Training Guide 383

We may have multiple sites that are all billed to one customer (bill to customer) for
instance. We can set our search criteria display all jobs for the Bill to customer.
Select Bill To
Within the posting tab, we can select the types of documents we need to post in
this session.
Posting Types Tab
The tabs listed all have items particular to the tab name and are all selectable as
entire groups or individual items.
Tab Listing
An example of these individual items is shown below. It is possible to select by

checking the required item as displayed.
Market Tab
After the Go button is pressed, the system displays a list of jobs in the pane below
which satisfy the search criteria as specfied.
384 Service Manager

The options in this lower pane are to Select All in the list or individually select
the jobs. As jobs are selected, notice the Net Total and Net Total Posted figures
at the bottom of the screen.
Batch Totals
On the left in green we have the Posted total and on the right in blue we have the
selected for posting total.
Financial details in
bottom corners
It is possible to select all the items due to be invoiced today as this will display the
Net Total of all these invoices.
Printing Desktop Preferences
NOTE: - A very important note must be made if faxing or emailing multi post
batches. Go to the Accpac System manager, select View from the drop down
menu system and select preferences, then uncheck Confirm on print.
This is very important as the system will prompt the operator after each invoice is
posted to proceed to the printing phase.
Preferences
Training Guide 385

Adjust Pricing
Criteria
Once the choice of documents to post has been decided on, we select the post
icon from the toolbar and these items will be posted. After posting, the system will
return with a message window displaying the number of items posted. In the even
of a document failing to post, the reason will be displayed in the Result column of
the details. Successful posting of documents will display an invoice number
beside the job.
An example of this is a job that may have been waiting on an item to be supplied.
This item had been delayed. The system will provide a warning message.
Any document listed in the results pane can be edited. The highlighted object can
be double-clicked, document manager will open with job details, adjustments can
be made and the job saved ready to invoice again. Selecting the properties of the
job will also achieve the same result.
386 Service Manager

As the example shows, we can select site agreements.

Site Agreement
We then select the first agreement we wish to adjust to the last agreement we
wish to adjust.
Adjustment Criteria
Training Guide 387

Billing Line Type In this example we have decided to select All Line Types for
modification.(As a side note If we employed sub contractors for instance we
could adjust their rates only if so advised, or, adjust pricing according to the
exchange rate on items only).
Billing Line Type
Adjust Line Details We start with selecting Adjust Price. Note the two options
available here are Adjust Price and Adjust Cost.
Adjust Line Details
To Amount of Increase by Percent. This will adjust the price figure on all lines of
the selected documents by a percentage. Note the options available. Another
very useful criterion is the Cost Plus Percent figure.
Adjust Line Details
Increase by Percent
Finally we add the percentage of the increase to be applied. In this example

6.75% has been entered into the percentage field.
Adjust Pricing
At this stage the Accept button becomes visible and active. Press the Accept
button to apply the changes to the documents as selected.
388 Service Manager

Notice the criteria are listed in the background. The warning message window is
referring to any additional criteria to be added to the list.
Example if you were adjusting pricing for one item at cost plus percent and
price for labor at a fixed amount, this would be where the individual criteria
would be placed for execution. Two or more criteria can be inserted at this point.
Additional Criteria
We select no to continue.
Notice the changes are listed for all the items selected. Any errors will be reported
in the Status column.
Changes to Price for
all items selected
Training Guide 389

Posting
We can now proceed to post the adjustments. Select the Post icon from the main
toolbar.
Post Pricing
Adjustments
Notice the background screen has confirmation of the adjustment listed for each
individual line. The Status column displays the final condition.
The Confirmation window displays the posting results
Service Manager incorporates it own audit feature after the posting has been
completed. Service Manager provides the option to print the results and then to
email the results if required.
Email Warning
390 Service Manager

Service Manager provides the ability to include fields as listed in the right hand
pane, directly into an email for delivery to each line listed. This can be described
as an email template that will substitute the field values directly into an email and
send it to the addressed contact.
Posting Schedules
Purpose, When to use
The Service Manager Posting Schedules program allows you to modify or review
recurring billing schedules for documents in Service Manager.
This facility allows you to automate the recurring billing function and is especially
useful when billing agreements or similar documents.
Criteria
Criteria can be specified to select a range of documents due for billing. Same
criteria can be used to view existing schedules.
Click on the Posting Schedules icon from the document entry menu of Service
Manager. This is the initial screen.
Training Guide 391

Posting Schedules
Posting
The initial screen allows the selection of a single document and Show All Due
Documents.
We can also specify Due schedules only rather than all schedules.
Single or multiple
document check
392 Service Manager

We have a posting date, Posted by Employee (so we can track items for audit
purposes) and a Reference field that could be used for authority purposes.
The Process date is listed in this field. It is possible to set the Process date
forward in order to look at items in advance or process billing in advance.
For this example we have a job in the system with recurring postings due. We
select this job, the click the GO button.
This will now display a list of due billing to be posted. The screen should be
resized to maximum for ease of use. Pressing the criteria icon will toggle the view
of the results list.
Note if there are multiple entries that need to be posted, they may be checked
of in the preview pane at the bottom of the window.
Training Guide 393

Posting Schedules
Once document selection has been made, press the Post icon.
The system will then return a confirmation screen advising the outcome of the
posting.
394 Service Manager

Projects
Creating a New Project
Projects can include a collection of documents created in Service Manager. They

can include quotes, jobs, sales or agreement type documents.
Project documents must be for the same customer. Any number of jobs or
documents can be added and they can be differing sites. The only proviso is
they must have the same Bill to customer code.
Projects include comprehensive budget and profit analysis from phase and
document details level to totals for the entire project.
This is the first screen as a result of selecting the Projects icon from the Service
Manager menu.
Select an existing Project or click on the GO button to create a new Project in the
system.
Create a new project for client 1100 and we can code name our project in the
description field.
Training Guide 395

Press Accept to continue. Notice the tree structure that is beginning to form. We
can now start to add documents and begin our project.
Projects
396 Service Manager

Notations
We may wish to insert a notation explaining the project, the time frame,
responsibilities and any special notes as required.
Click on the Insert icon drop down menu and select Insert notation.
Enter a time stamp, relevant details, add any associated documents, email staff of
the details or commencement.
Training Guide 397

Insert New or Existing Documents
To insert a document we click on the Insert Document icon from the main toolbar.
This opens a pop up window requesting document type and number to be
inserted. Select the document and click the accept button.
Insert Document
This job we entered contains totals and details. They will be displayed in the
project totals ONLY after the CALCULATE icon is clicked to refresh and
recalculate the entire project details.
We have entered two jobs into the project and they are displayed in the same
context as other Service Manager structures. Any job or document in the project
can be edited (opened) by either a double click or selecting the job properties.
Tree View
Now a quote will be added. Select the document type and the document number
to continue.
398 Service Manager

Notice the quotation in the tree. There is a red cross through the icon representing
the Quote. This "red cross" indicates the figures (totals) for the quote have not
been included in the project totals.
To adjust this click the properties of the quote and select Include in Totals. The
choice is to have totals included or not.
Red Cross through
Quote Icon
Phase Budgets
If Budgets are being tracked in the individual job, a right click on the phase level
will allow the adjustment of budget. This brings up a window with budget details
that can be modified and saved. The job then retains this information and the
project inherits them as well.
Selecting Budget
Details
Training Guide 399

Phase Budget Window Budget screen ready to edit.
Refresh
NOTE Very Important Note!
To have the correct totals displayed, click the calculate icon from the main tool
bar. This will refresh and ensure the information is current for the entire project.
400 Service Manager

Project View in
Document Entry
To create a new document we can select Insert & Create from Copy Documents
from the drop down menu associated with the Insert Icon on the main toolbar.
This will open the create new document program.
Insert & Create from
Copy Documents
Training Guide 401

We select the creation of a new document from existing quote for this example.
Projects
Proceed
As we can see the system has created a new job from a quote and inserted it into
the tree structure.
402 Service Manager

Tree view of new job

added to project
We can select the graph icon from the toolbar to display the timelines associated
with the jobs in the project.
Note this is a viewer only and modification must be done through Job Manager.
To view the details click on the small arrows next to the job numbers.
This indicates the relationship between the jobs.

Projects
Training Guide 403

Multi Document Post
Multi Post is featured through the project. There could be numerous jobs, credits
or recurring billing etc that needs to be processed. Multi Post becomes a very
powerful tool for project management.
Select Multi Document
Post from the Project
Menu
We now see the Multi Post program awaiting the selection and continuation of the
posting process.
Multi Post Window
404 Service Manager

Job Manager
Purpose, Overview
Job Manager is a comprehensive graphical based program that displays the

current pool of jobs, phases in those jobs and employee resources assigned to
those phases.
It is similar to a large whiteboard in operation and it includes planning tools that

allow you to schedule resources, and compare estimates against actual times.
Job Manager provides functions to help you locate and assign available
employees to a job, estimate the time it will take to complete a job, compare
estimate response statistics against actual response statistics, set alarms, query
jobs, record actual time, identify trouble spots or conflicts and plan future
requirements.
Job Manager integrates with all the main entry programs in service manager and
updates these directly with time entry, response information, status and priority,
custom required complete time and assignment information.
When we first open job manager we need to examine the screen and identify its
structure.
Training Guide 405

We can break down the initial screen into six panes. We will describe and discuss
each pane, its content and purpose.
Job Manager Desktop
Pane 1 Job numbers with customer name and status is displayed in this screen.
Click on any job and the screen will update and details for the entire screen will be
refreshed.
Pane 1
Pane 2 This is located adjacent to Pane 1 and displays the associated details of
the jobs viewed in Pane 1. Highlight a job in Pane 1 and the view for that job
becomes active.
Notice the blue time-line signifies the current view.
The estimates are displayed in the time lines within this pane.
The currently selected job is highlighted and displayed in green to enable ease of
identity and modification.
406 Service Manager

Pane 2
Pane 3 This displays the all phase information associated with the job. It will
display the Phase Type and its Description.
Multiple phases will be displayed and become active in the same way as jobs.
Click on the phase to examine it further.
This will then display a blue time line and highlight the estimates in green. You are
free to double click on the selected phase, thus permitting full editing features for
that current phase.
Pane 3
Pane 4- The time line extends across chart visually displaying its place in time.
This is a useful tool in the identification, planning and management of any job.
Multiple phases are displayed in white - which allows you to easily plan around
job.
Pane 4
Pane 5 The employee or assignee information is displayed in this pane.
Note that ALL ACTIVE employees will be displayed in this list.

Pane 5
Notice that two of the employees have green boxes next to their respective
names.
Training Guide 407

The top green square signifies this employee is assigned to this job.
The lower square signifies the employee is assigned to the current phase.
This acts as a visual aid to help identify and manage the workload.
Pane 6 This pane displays a blue time line when the employee is selected.
It displays estimates assigned to this employee for this particular job and phase
as selected.
Pane 6
Time Frame View - Date Control
The TIME FRAME VIEW is the scale at which we explore the project planner with.
The settings can be adjusted using the arrow keys for the displayed date and the
plus and minus keys to expand and contract the content being viewed. Currently it
is possible to display from 1 hour to 1 month in the horizontal view.
Date Control Buttons
This is the resulting display when 1 Week is selected. Using this setting of 1
week, we have days displayed as the scale.
Scale in days of month
Note that when we expand the view to a daily view, our scale values now change
to hours of the day.
408 Service Manager

Scale change to
hours in day
Business Hours
Service Manager features the ability to distinguish the business hours worked in a
normal day. The green and white separations viewed in Job manager are used to
differentiate between normal business hours and outside business hours. This
can be customized under the Tools Options setting from the menu within Job
Manager.
Now Line
Notice below we can see a RED LINE being displayed. If your Time Frame View
is set to view the current day, this displays the current moment in time and is
referred to as the NOW LINE.
Start Point
Central Red Line displays this point in time.
Training Guide 409

Tools Options
You are able to customize Job Manager to suit your personal needs and
requirements. Select Tools Options from the toolbar menu to modify settings.
General Tab
Colors Tab Allows you to adjust the color representations.

Colors Tab
Job Labels - As with all Service Manager Information views, you are able to select
the fields to include or exclude in a view.
Job Labels Tab
410 Service Manager

Phase Labels tab To include and exclude phase labels

Phase Labels Tab
Right Click
Right Click on any object will reveal a menu associated with the particular
object. If we Right Click on a JOB in pane 2, we will see the following menu
appear.
Right Click on Job
Selecting the Properties of this Job will allow the modification of Job details via
the following window.
Training Guide 411

Properties of Job
If we Right Click on a PHASE in pane 4, we will see the following menu appear.
412 Service Manager

Selecting the Properties of this Job will allow the modification of Job details via
the following window.
Properties of Phase
If we Right Click on a green portion of the employee details in pane 6, we will

see the following menu appear.
Training Guide 413

Selecting the Properties of the employee details in pane 6 will bring up the Time
Entry window and allow modification of details as required.
Job Manager
Dragging a Phase
Within the graphical interface of Job Manager we are able to adjust, stretch or
modify particular items with the click of a mouse.
Dragging a Phase For instance, if we need to move the PHASE of a Job to

another time frame, we can click on the phase item, drag the detail left or right
and letting go of the mouse will place the detail in its new location.
Whilst the process is in progress, you will notice a number of extra lines (dashed)
on the display indicating the new location with co-ordinates being displayed below
the dragged object.
Once satisfied with the new location, the detail will be placed and all associated
information will be updated.
414 Service Manager

Notice - dotted lines

dragging a phase
Draw
Selecting the DRAW icon (click on to draw click off to cease draw function) from
the main tool bar will activate the ability to graphically enter a time entry for an
employee.
Job Manager will automatically use the currently selected job as the default
unless otherwise specified in the entry window.
This entry window will permit the selection of Job number and Phase level for the
time entry to be applied.
Training Guide 415

Stretch
Select the Stretch icon from the main toolbar to activate.
Stretch will permit the operator to increase or decrease the at phase level or
adjust a time entry for an employee.
Zoom
This function when activated by clicking the Zoom icon from the toolbar will
transform your cursor to a magnifying glass. To use the Zoom, select the left or
right mouse buttons to invoke a zoom in and zoom out feature. This will increase
or decrease the Time Frame View accordingly.
416 Service Manager

Assign
Clicking the Assign icon from the main toolbar will bring up the Phase
Assignments window and display the assignments for the current object as
selected.
If we highlight a Job, all the assignments will appear in the tree structure for that
Job.
If we highlight a phase, all the assignments will appear in the tree structure for
that phase.
If we highlight an employee, as in the example, all the assignments will appear in

the tree structure for that employee.
Phase Assignments
Training Guide 417

View - Status Bar
Selecting this option will display the following information on the bottom left hand
side of the screen.
View - Document & Phase
Each set of Panes (1&2, 3&4, 5&6) can be viewed on the screen. One or all can
be viewed simultaneously. Checking one off will remove the relevant Panes from
the viewer allowing more room to view others.
Actual / Estimates
The system requires at least one of these items to be selected from the menu.
Checking Actual will display the RED LINES in the below the employee time
line. It signifies the actual time on a particular job.
Estimates will display the green or white boxes associated with Jobs, Phases and
Employees. Estimates displays the Estimated times from start to finish of a Job,
Phase and Employee time entry.
418 Service Manager

Actual & Estimates Both Actual and Estimate checked displays the following detail
Checked
Actual only checked for the same time frame.

Actual checked only
Training Guide 419

Estimates Checked Estimates checked only for the same time frame.
Only
Job List View
The Job List View alternates the screen into a text base view with Document
number, Status and Priority. Each column will sort in ascending or descending
order and the arrow (on top of each column header) indicates the respective order
of each of these fields.
420 Service Manager

Setting Column Headers
Job Details List The column headers are all customizable through the menu option of
Tools/Options/Job Details List. You are free to add or remove columns as your
requirement changes.
Job List Double Click
Highlighting a Job and using the double-click option will open the Modify
Document window.
The Status and Priority can be modified from this window. Sorting Jobs by Status
and more importantly Priority, will allow easier access to response time
dependant workflow.
Service Manager allows you to modify the Site details by selecting the Site icon,
the Contact details with Contact icon, the Response Times (time entry) and the
Job Statistics.
Training Guide 421

Sorting
Document Query Query is a very powerful tool that enables information to be extracted from the
database.
This is the document query screen. The left pane contains pre- defined search
criteria. Select the required search criteria and click the include button. This will
transfer the criteria to the right hand pane ready for action.
Icons on Toolbar
Load Will load a saved search criteria

Save Commonly used searches can be saved as a file for future ease
of use
Print Printing functions
Criteria Select to view the left and right hand panes
Proceed Perform query, search for selected criteria
Doc Entry Auto launch into Document Entry on the selected job
Job Manager Auto launch into Job Manager
Assign Assign an employee to a job
Once a selection has been made, click the Proceed button and any matching
results will be displayed in the lower pane.
422 Service Manager

Any Job listed in the lower pane can be double-clicked invoking the document
entry directly as the current job displayed. If document entry is open already, use
the drag and drop feature to view the details of the job.
Note: - the system will display compounding results if multiple search criteria are
selected. Results must match all selected criteria.
Document Query -
Selecting Criteria
Todays Jobs
For instance if we select Todays jobs and Documents with Billing, the resulting
search will check every job to see if it matches both criteria as selected.
Training Guide 423

Document Query
Selecting Criteria
Documents with Billing
Notice the resulting search matched only one job. The search criterias
possibilities are endless.
Notice also when a search criteria requires an input, the finder and standard input
notation applies.
Example: We need to find out who is doing jobs in the Northern zone today. We
would select Todays Jobs and Documents for Zone. When Documents for zone
is highlighted and the include button pressed, a pop up window requesting more
information is displayed.
424 Service Manager

Notice the Result

Only one Job
displayed
First we highlight the single resulting job (or if any job is selected from the lower
pane as there may be hundreds of jobs in the results).
We then select the Job Manager icon from the toolbar.
This will auto launch the Job manager and have the highlighted job selected and
current information being displayed.
Training Guide 425

Job Manager Window
Notice the detailed information supplied by the job manager.
The Results pane is flexible and customizable. Each column for instance can be
selected as sort by field and can be selected to sort in ascending or descending
order.
This is signified by the Blue arrow next to the field description. Some examples
are listed below.
Display results by Document number in ascending order
Display results by Document number in descending order
426 Service Manager

Display results by Job Type Code in ascending order

Document Query
Job List Query
Selecting the print function will print a summary of results. The pop up window will
prompt for any further details to be printed. The system can be customized and
various report forms can be invoked to provide the desired result.
Document Query
Listing Printing
options
Training Guide 427

Print output from

Document Query
Job List - Resource
Resource Pane From the Query Icon on the main toolbar, select the Resource Pane Query from
Query window the drop down menu.
428 Service Manager

Job List - Status
Status Query
Window
Job List - Priority
Priority Query
Window
Training Guide 429

Job List - Exception
Exception Query
Window
Job Statistics
Job Statistics can be viewed by selecting a job then selecting the Tools / Job
Statistics option from the menu.
Tools / Job Statistics
430 Service Manager

The Job Statistics page displays details on the selected Job.
Response times (If response tracking is on), Job efficiency statistics and general
information are displayed in the lower pane.
Job Statistics are
displayed
Training Guide 431

Conflict Management
Conflict Management can be configured and used within Service Manager.
There is a check box called Prevent Conflict which needs to be checked for
Service Manager to enforce management processes preventing overlapping or
double booking.
Setup Options
Select this check box to enable Conflict Management.
Select the Show Conflicts menu option from the Tools heading.
Show Conflicts
432 Service Manager

Selection criteria can be chosen as required.

Show Conflicts Setup
Window
Accepting the Double booked Entries, we can see the conflicts being displayed.
We can then action these conflicts by highlighting the conflict and selecting its
properties. The system will then launch the Time Entry and permit adjustments.
Conflicts Window
Options from the main menu can be set to prevent the incorrect entry into the Job
system. The system will not allow overlapping conflicts and resources.
Training Guide 433

Prevent Conflicts
Menu Options
Recorder Recorder This function will invoke the time recorder module and permit the
information to be incorporated directly into the Job. Please review the Recorder
section in Document Entry for usage.
Site Business Hours
If you need to contact the customer and need to know their business hours are,
you can select the Site Business Hours option by clicking the right mouse button
on any job.
434 Service Manager

This action will bring up the Business Hours Window displaying the customers
details.
Training Guide 435

Fault Analyzer
For this example we will use an existing job and select the Fault Analyzer fast
icon. The Criteria window will pop up. This window allows you to search for the
Symptom, Fault and Model Criterias that may apply.
Symptom Criteria Search for symptoms that may be appearing or leading onto
problems.
Symptom Criteria to
match
Select a preferred option from the Find By drop down. To refine or enhance the
search further, select an option such as description.
436 Service Manager

Selecting Find by in
Symptom Criteria
With the results tree expanded, we can see the result of the search. It has listed a
piece of equipment, a symptom code and fault.
Tree view
Selecting the Oki-12i equipment node in the tree we notice changes to the
information displayed in the criteria details (green sections) below. It now
displays the model information. Note both these green display areas are
customizable in options. You can also view registration details (select in options).
Training Guide 437

Fault Analyzer Viewer
The information displayed in the criteria details (green area) will change according
to the selected node in the tree.
Equipment Selected
Equipment Selected
results in the
following display
438 Service Manager

Symptom Selected
Symptom Selected
results in the
following display
Solution Code
Fault Code Selected
Fault Code Selected

results in the
following display.
Training Guide 439

In the right hand pane we have a Solution listed. This provides quick and easy
access to information.
Solution Codes
The Registration Details display job specific information. For instance, the
equipment selected has been in for repairs with that same fault previously.
Dependant on the search criteria, the information displayed may have multiple
jobs listed.
Registration details
Providing the Symptom, Fault and Solution fields (all 3 must be populated with
data) have selections displayed; the Insert button will become active.
Insert button
Fault registration will take place after the insert key is pressed.
440 Service Manager

Fault Registration
Click the Accept button.
Message!
Service Manager allows you to automatically bring in a billing template for the
solution.
Training Guide 441

Billing Group By selecting yes to the load Billing Template for Solution S02, the system inserts
the billing line with labor and parts ready to invoice. Ideal for repetitive and
recurring jobs.
Job Manager Print Graphics
It is now possible to print a graphical view of an Employee Calendar or Schedule,

as well as Job Gantt chart (by date range), directly to a Microsoft Excel
Spreadsheet. This function only works if Microsoft Excel is installed and
unfortunately will not work with other spreadsheet products at this time.
To use this feature, open Job Manager, select the drop down arrow on the Print
icon, and choose to print Gantt /Resource or Employee Calendar.
Next specify a date range and select your document or employee code as
applicable.
Choose a default duration period (in minutes) which will set the time slot range
per period. The maximum period per time slot is 8 hours, equivalent to (3) time
slots per day. You can select Hours and Minutes (hh:mm).
Lastly choose the output source, Printer, Preview, File, Email. If you print to
Email, an email will generate with an Excel spreadsheet already attached to the
email. If you print to file, the Excel spreadsheet can be saved and edited.
442 Service Manager

Example of output of job and resource Gantt generated to Preview:
Training Guide 443

Example of output of job and resource Gantt generated to File (editable in Excel):
Example of output of job and resource Gantt generated to Email:
444 Service Manager

Example of output of employee calendar generated to Preview. Other output

formats are similar to those above.
The contents of the block entries are customizable. To edit these, select the Print
icon drop down, and choose either the Gantt / Resource option, or the Employee
Calendar option.
The Time Entry Summary form will appear. Select Tools, Options next to see
the Options form itself. The Options form is different for the Gantt / Resource
and Employee Calendar so either or both may be edited.
The example below displays the Employee Calendar Options.
Employees can have time entries that are non job related and the Tabs,
indicating (Non Job), refer to custom descriptions to be used when an entry is
non job related.
Training Guide 445

Caption (Job)
This is the main caption for an employees time entry where that time entry is job
related.
Caption (Non Job)

This is the caption for an employees time entry where that time entry is non job
related.
Comment (Job) / (Non Job)

Comments do not appear in the print output, but are attached to the cell for each
time entry.
Comments can be very useful for including additional information such as full
address, contact names, telephone numbers etc
Job Comments are related to time entries that are job related.
Non Job Comments are related to time entries that are non job related
If using the options for the Gantt/Resource print, there are two other blocks that
can also be customized, Job and Phase. These operate in the same way as the
other captions by dragging and dropping fields as applicable.
446 Service Manager

Important Notes
Output to a spreadsheet is cell based, so where a time slot is greater than a time
entry that time entry may paste to the entire cell, as a cell can not be partially
complete in a spreadsheet. This may cause the print output to overlap the true
time axis. If such is the case, we recommend adjusting the time slot period to 60
minutes or less until your scale is correct.
Output directly to file, to edit a spreadsheet. This will provide you with full editing
functions in Excel and allow you to save that file. E.g. stretch column widths,
apply shading, and in particular set your print parameters.
Time Manager
Purpose, Overview
Time manager is similar to a time sheet entry program as it allows you to manage
time spent on jobs in the system without actually having to enter the job to do so.
You can create new and find existing time entries, post these time entries in batch
to their allocated jobs for billing purposes.
Time Manager is particularly useful for aggregating time entries to a point in time
for example a payroll, end of week, and then retrieving all those time entries to
all associated jobs, for a batch posting without having to enter a job individually.
It is then possible to use the multi-post program to post all these retrieved entries
in batch as well.
Service Manager has also incorporated comprehensive import export features

into the Time Manager program. Time Sheets are easily entered from most
sources.
Training Guide 447

Criteria
When Time Manager is launched the Enter Time Entries window screen is visible
and we notice the criteria icon on the main toolbar is depressed.
Enter Time Entries

Window
We can select to view the criteria information by a click on the criteria icon to clear
the screen. This icon acts as a toggle in order to view more details on the screen
when required.
Cleared Time Entries
Window
448 Service Manager

We can specify the search criteria as follows
Period Specify dates to search between

Time Entry by Period
Document Specify a particular document or use the finder.

Time Entry by
Document
Entry As each individual time entry is unique, we can search by this unique
entry if. We could use the finder to find an entry around a particular time if
needed.
Time Entry by single
Entry Process
Training Guide 449

Site Select a site to search by.

Time Entry by Site
Time Manager has comprehensive search options. Most of the search criteria can
be specified together.
You may specify one or many items to refine your search.

Search Criteria
The other available items to search by include
Employee Priority
Workgroup Ready for Retrieval
Zone Not Ready for Retrieval
Late without Actuals Unassigned
Status Completed
450 Service Manager

As an example, select the employee ANA and click the refresh button. This will
display a list in the lower pane.
For a clearer view of the jobs and time entries associated with them, click the
criteria icon.
As we can see, there are some varying entries. The first thing we look at shall be
the time clocks some are green whilst others are yellow. The green clock
represents items that due for retrieval.
In order for an item to be "Due for Retrieval" there are two things that must be
entered into the job.
1. There must be a service associated with the Job

2. There must be actual times entered into the Job
Upon meeting this criteria the time entry will become due for retrieval.
The 3 main Retrieval Status that will be displayed
1. Due for Retrieval

2. No Service
3. No Actual
We can highlight and double click any of the job entries and insert actual times
into the time entry window that is displayed.
Training Guide 451

Inserting Time Entries
For this example we have added 1 hr into the actual time spent on job.
Time Entry Window
We can view Job Details and specify labor if required. Once we have a service
such as labor, and an actual time entry, the job will now change its retrieval status
to Due for Retrieval and ready to be processed after we save and continue.
Retrieving Time Entries
Retrieving a Time Entry. As we have a number of jobs in the system, we can

selectively choose some or all depending on our retrieve criteria.
From the retrieve icon on the toolbar, we can select the following options
Checked, Approved/Finished or All.
452 Service Manager

Retrieve Button Menu

Options
Example of a Checked Entry

Time Entries to be
retrieved
Select Checked from the Retrieve Menu
Completed retrieval below.
Training Guide 453

Example of an Approved/Finished entry.

Approved / Finished
Entry Check Box
From Job Details, the Approved Finished check box must be ticked.
454 Service Manager

Retrieving an Entry WARNING!
As you can see from the pop up window below, this process can not be reversed
so it must be used correctly.
Warning Message
After the time entry has been received, the Retrieval Status has also changed.
Notice the RED clock face. This signifies the job time entry has been completed
and retrieved into the job.
Completed Time Entry
As an example to illustrate the chain of events, we can launch directly into the Job
for this time entry. This permits you to check the retrieval process.
Document / Open
directly
Training Guide 455

Notice the Billing line in this document tree. It is labeled with Inserted by Time
Retrieval.
Document Entry Tree,
viewing lines inserted
by Time Retrieval
Notice the detail under the Response tab of this job. We are able to see the virtual
view of time entries. Virtual meaning the information is sourced from the Time
Manager program and displayed under this tab.
Response Tab from
within Document Entry
456 Service Manager

As with most Service Manager Modules the column headers can be customized
to suit your requirements. From the top menu bar, select Tools/Options.
Headers viewed can
be customized
Select the column headers to use by highlighting the item required and either
include or exclude will move the items.
Customize Header
Options
Training Guide 457

Un-retrieve a Time Entry
When a time entry is retrieved to a document a service code is created, and

during that process the time entry status is set to completed.
If you delete a service code that originated from a time entry, the time entry
status will now automatically be set back to un-retrieved. This maintains better
integrity throughout the system when using time entries.
458 Service Manager

Time entry before retrieval showing status Due for Retrieval.
Time entry retrieved status set to complete
Service deleted and status set back to Due for Retrieval.
Training Guide 459

Response tab view of Time Entry reverted back to Due for Retrieval.
Notation Manager
Notation Manager Features: -
Notations are general comments, notes or instructions that can be applied

to all types of documents throughout Service Manager.
Notation Manager allows you to view, update or add notations at any
time.
Notation Manager is a powerful customer relationship tool.
It is important to remember that notations include objects such as file
attachments, email and web URLs.
Notations also include follow-ups which can be managed in the monitor
program.
Launch the Notation Manager to display the entry window.
460 Service Manager

Notation Manager
Window
Training Guide 461

Notation Manager will contain many different types of notations and we need to
select the area we wish to search for. We can select all notations, but this would
be impractical in a large database containing many thousands of records.
View By Site
View Existing Notations
For this example we will select site notations and select site 1100 from our
sample data. Notice all the notations associated for this site are being displayed in
the tree structure below.
Viewing Existing
Notations
462 Service Manager

When a Notation is highlighted, the notation source is displayed above the right
hand pane. The icons representing the source will be displayed in the tree
structure as well. Notation type is Document.
View a Notation
Notice in this example we have highlighted an entry with a Site notation. The icon
has been inherited from the source it was entered with. Notation type is Site.
View Site Notations
Training Guide 463

We can select optional details for printing with the notations by checking the
required boxes.
Printing Options
Printed as shown below.
464 Service Manager

Inserting a New Notation
We can insert new notations directly from the Notation Manager by clicking on the
New icon located on the main toolbar. A site number is required to enter a
notation. This invokes the Notation pop up.
New Notation
Training Guide 465

Searching for Text
We can search for another type of notation by using the drop down menu. In this
example we select Equipment and the Notation Manager will display the search
results.
Selecting a search
Using the search icon will invoke a search engine that is capable of scanning all
notations for a string of text.
Search Icon
466 Service Manager

Monitor
The Monitor program allows you to proactively manage Time Entry Alarms or
Notion Follow-ups that are due for action.
It is suggested that on a daily basis, Monitor be loaded and minimized on the

desktop when first entering Service Manager. This will ensure that warnings for
Alarms and Notations are received in advance.
Check Alarms &

Follow Ups Window
Note-
As mentioned monitor will alert the operator when a situation arises. It can be
minimized, and upon an event arising, the Monitor will ding (dependant on sound
scheme) and come to the front.
Training Guide 467

Check Alarms and

Follow Ups Alert
shown in right hand
pane
Criteria - Checking
The criteria can be specified as in the example to a one minute interval for
Checking, Advance Alarm Checking and Advance Follow-Up Checking.
Time Interval Setting
Notice by selecting the Go Check button from the main toolbar, we can promote
any entries due between the last interval and the present moment to be displayed
now rather than at the interval as set. This interval can be adjusted as required.
Interval Menu
Options
468 Service Manager

Advance Checking
Advance Checking We are able to specify within the Monitor program to warn
us of Advance Alarms and Advance Follow-Ups that are within the time range as
specified. For instance the system can warn you in advance of a coming event.
We can specify the time frame from the drop down menu for the respective Alarm
or Follow-Up.
Advance Checking
and Follow Up
Intervals
Action a Follow Up
When we Advance Search for a Follow-Up, upon arriving in the right hand pane,
we are able to double click on the job and view the details. We can then check the
Follow-Up box and action can taken.
Action a Follow Up
Example as described. The Follow-Up has been dealt with and action taken.
Training Guide 469

Add Notation to
Document as Follow
Up
470 Service Manager

Search Custom Fields
Starting a New Search
By clicking on the Search Custom Field, a new search window opens. This
window allows criteria to be added and a search invoked on Custom Fields.
Search Custom Fields
Training Guide 471

Event Manager
Creating a Query
Event Manager is a Customer Relationship Management tool that allows you to

filter certain information in the database, to find Customers that fit a criterion
specified, and then contact them directly using e-mail notification without ever
leaving your desk.
Event Manager can help check for those customers that have Agreements or
Equipment Warranty due to expire, determine who should receive a recall notice
for a Major Model Fault, send out a promotion literature to Customers in a
particular Industry or Market class, notify Customers re a pending Fault that may
have been reported, send Newsletters or Birthday greetings and more...
Event Manager
Window
472 Service Manager

We need to specify the type of information we are trying to find. To do this we

select the drop down menu and choose a selection.
Event Manager Drop
Down Menu Options
For this example we shall select Agreement Review expires, and uncheck the
Review Date Range. We also move the Expiry date forward to 2012.
We then click the green GO button to continue the search.

Check Agreement
Review Expiry
The results have returned two Agreements that expire within the date range as we
specified. We can now action these in some way as required.
Results from search
Now that we have found 2 sites that have agreements expiring on these dates, we
can proceed to contact these customers with a courtesy email.
Training Guide 473

Adding Database Fields to E-Mail
The Event Manager program allows you to email each customer contact directly
by inserting fields directly into an email (this will produce something like an E-
Mail-Merge). This is very useful if there is many hundred agreements (or whatever
criteria was matched) to deal with.
We can specify a vast range fields to incorporate into the email. Notice the Field
list window will remain on top whilst you drag and drop the required fields into
your e-mail.
Range of Fields
Window
The Field List is very powerful and contains multiple selections of field types that
are accessible by clicking the drop down menu and choosing an option. This
provides new ranges of fields that can be directly incorporated into the e-mail.
You are able to select the field types from four groups.
Field List Drop Down
Menu
474 Service Manager

In this example we have used database fields to demonstrate how an E-Mail-

Merge can be composed. As this is a template for this search, all checked
Contact sites will receive this email with their own details, agreement numbers
and so on
Event Manager Email
Template
Notice we have also used the Attach icon from the main toolbar to insert a file
attachment to this email. We can now proceed and send the emails as created.
Simply click the Email icon from the main toolbar to continue.
When satisfied with choices selected, click the Email Icon from the main toolbar
to send the email.
Other options available from the toolbar include open/save template. This will
obviously be very handy when complex emails are composed. Simply open the
template and send after searching.
One very good example of the power Event Manager can unleash is for instance
Find all equipment coming out of warranty over the next x amount of years.
This information can be used for forecasting and budgeting, financial

management and agreement management.
Training Guide 475

Synchronize Outlook
Purpose, Overview
Synchronize Outlook allows you to transfer time entries or tasks directly to

Microsoft Outlook. Service Manager provides a template which includes database
fields that can be emailed to an Outlook user. This information can then be
imported directly.
Synchronize Time
Entries to Microsoft
Outlook
We click the Layout icon from the main toolbar and the email template is revealed
displaying all details as included. You can select other fields from the field list and
other groups of fields can be viewed from those field lists.
476 Service Manager

Synchronize Outlook
Once the fields and text are in place, click the save button to save this as a
template to be reused as required.
As with most Service Manager Modules it is possible to modify

adjust/include/exclude header information. Simply select Tools Options from the
main menu bar and the relevant fields will be displayed.
Synchronizing - Email
Once we have selected the data we require, we can then decide the type of
synchronization required. The options are Email Task Appt.
Synchronizing Options
available
Email This is the resulting Email as generated by the Synchronize Outlook

program.
Training Guide 477

Display from Outlook
The resulting message displays the actions taken.
478 Service Manager

Synchronizing Tasks
This is an extract from the Tasks that have been synchronized into an Outlook
Tasks list.
The resulting confirmation message.
Task View from

Outlook
This is the resulting task as viewed by double clicking on the actual task from the
list above.
Task Details
Training Guide 479

Synchronizing Calendar /Appointments
Confirmation
This is the resulting entry in the Outlook Calendar as generated by the

Synchronize Outlook program.
Synchronize Outlook
Appointments
As can be seen from these examples, the Synchronize Outlook interface is quite
efficient in transferring information and integrating with Microsoft Outlook.
480 Service Manager

Meter Processing
Set Criteria
Meter Processing provides the tools to list Equipment that are due to have their
Meters read, enter meter readings without entering into jobs or agreements and
process the readings in batch form.
Criteria such as meter reading, employee, sites, zones etc may be set to filter
meter reading requirements.
Once the readings have been entered they can be processed automatically
updating their related meter agreement documents to calculate billing due, based
on the meter usage since it was last read or billed.
The Multi Post program can then be used to print and post invoices for those
meter agreements.
Launch the Meter Processing program from Service Manager Management

menu. Select the criteria icon from the main toolbar to view the search options.
Select Criteria as
Required
Training Guide 481

Meter Processing Note the selection criteria.
Site Zones Select the respective zone that your employees may be
working in for that day.
Sites If a site has many pieces of equipment which have meters to be
read, you are able to specify a site.
Models There may be specific models that need to be read. Select
from the finder or enter the model number.
Employees In a busy service centre it may be more practical to enter
the results of meter readings by employee.
Process Date Process date can be moved forward in the case of
weekends. Can also be used to track meter readings that are about to
fall due, to the date specified.
Show Due Only Typically checked. Meter Readings are entered and
processed only when they fall due.
Include entered Check box to include entered meters.
Max Meters Cutoff Set Maximum Meters Cutoff to the total amount of
meters to read in this batch. Some organization may have many
thousands of meters to be read and handling all reads is made easier by
introducing smaller batches.
Click on the refresh icon on the main toolbar to view metered equipment matching
the criteria.
Refresh Icon to
Update View
482 Service Manager

As with most Service Manager Modules, the headers can be clicked and results
can be sorted and displayed in ascending or descending order. A feature of meter
processing is the ability to drag and drop header columns from one position to
another.
Header details and columns can be added or removed by including and excluding
your choice through View/Options on the main toolbar.
We check the piece of equipment we wish to process. Notice more menu options
become active when a result is selected.
Equipment Meter
Entry Window
To help with the automation process of adding meter reads, a unique feature has
been incorporated.
With data at the ready in a sorted order

Click the first job and press enter
This will bring up the meter reading data entry screen.
Enter the Value
Press enter
The program automatically moves to the next record
Therefore To input data into meter readings is simple. Basically enter the value
and press enter. True one touch entry
Training Guide 483

Equipment Meter Double click any displayed meter and the following Equipment Meter window will
Window be displayed ready and waiting for a value to be entered.
The system time stamps the entry with the current time. The meter history is also
displayed.
Clicking on the Agreement icon from the main toolbar will launch the document
entry program and display the Meter Agreement Details.
Document Entry
showing Meter
484 Service Manager

Clicking the Meter icon from the main toolbar will launch Equipment Meters
window containing the details of the meter.
Equipment Meter
Window
Clicking the View icon from the main toolbar will display an image of the
equipment (if available).
Training Guide 485

View Picture (If

Available)
Clicking the Custom icon from the main toolbar will display any custom field
information as stored against this equipment record.
Custom Field View
Clicking the History icon from the main toolbar will display any historical
information stored against this equipment record.
486 Service Manager

History View
You can customize the print output specifying the Order By Employee, Site,
Zone or Equipment.
You may also select the check box options to display additional information,
contacts, reading history and if required, print each meter on a separate page.
Printing Options
Training Guide 487

An example of the printed output generated.

Printed Details
Process Meters
In the example, we have entered a meter reading and need to now process this
information.
We click on the Process icon from the main toolbar. This will then display a
Warning message. It will display the amount of processing to be carried out.
Warning Message
488 Service Manager

Confirmation Message A confirmation window will alert us of the successfulness of the process.
Further information displayed as required.
Multi Post Agreement Invoices
Once the entry has been successfully processed you can proceed with the Multi
Post to complete the process of billing.
Training Guide 489

Equipment Maintenance Processing
Set Criteria
The Maintenance Processing program allows you to search for all Equipment that
are due for Maintenance based on certain predefined conditions set-up as part of
each Equipments Maintenance program.
When a condition or group of conditions are true, actions are triggered. Actions
can be direct invoices or jobs in Service Manager.
Equipment Maintenance Processing is a powerful tool designed to help manage volumes
of transactions at once without having to go into each individual equipment record to
process its maintenance separately.
Launching the Equipment Maintenance Processing program from the management menu,
we are displayed a window with selection criteria waiting to be supplied.
Equipment
Maintenance
Processing Window
As with most Service Manager programs, the headers can be clicked and results
can be sorted and displayed in ascending or descending order. A feature of
meter processing is the ability to drag and drop header columns from one
position to another.
490 Service Manager

Criteria Breakdown Note the selection criteria.
Site Zones Select the respective zone that your employees may be
working in for that day.
Sites If a site has many pieces of equipment you are able to specify a
site to search.
Models There may be specific models that need found and updated.
Select from the finder or enter the model number.
Employees In a busy service centre it may be more practical to
process and action readings by employee.
Process Date Process date can be moved forward in the case of
weekends. Can also be used to track equipment maintenance that is
about to fall due, to the date specified.
Show Due Only Typically checked and displays the actual equipment
that has fallen due.
Metered & Non Metered You must have one of these boxes checked.
You can check both states.
Once the criteria have been decided, click the Refresh icon from the main
toolbar to search for a match.
Once the Refresh has been clicked, matching results will be displayed in the pane
below. Note that we have right mouse clicked on the actual equipment and can
view numerous items associated with this piece of equipment.
Training Guide 491

Right Click on
Equipment Number
View Maintenance Setup
View equipment maintenance details. This form allows you to create new actions,
meters conditions and general conditions, view properties of each of these items
etc
492 Service Manager

View Maintenance
Setup
Check for any resulting maintenance that may have been recorded against this
equipment record.
Resulting Maintenance
Window
Training Guide 493

Check for Jobs Created
Another useful tool is the Created icon. This will open a window that can search
for documents created for this specific piece of equipment.
Click the Created icon from the main toolbar, then set date range as required, and
press the green GO button to search. When the system returns a result, you can
double click and launch directly into that document.
Click on Contacts icon on the main toolbar to view the contacts and details
associated with this equipment maintenance.
View Contacts
Click on custom to view any Custom Defined Fields associated with the
equipment record.
494 Service Manager

View Custom Fields
Training Guide 495

Click on the History icon to quickly and easily extract history for this record.
Press the green GO button to proceed and refresh the screen details.
View History
Once the details have been checked, you then proceed to process the entry.
Click the Process icon from the main toolbar. This will display the warning
message as follows.
Press yes to continue.
To view the details of any successful processing, we can quickly go back and
click on the Created icon and search for created documents. We can see the
system created a job document. We can click on this document in the Generated
Documents/ Invoices and we will launch directly into Document manager into this
document.
496 Service Manager

General Documents /
Invoices Window
Here is the resulting job that was just created.
Training Guide 497

Day End Processing
The Day End process will transfer and update information generated from
Invoices, Credit Notes, Cost Only Entries, "Work In Progress" (WIP) transactions,
Receipts, and Warranty Claims generated since the last Day End was processed.
A separate Service Manager Invoice Batch is created in Accounts Receivable for

revenue based information including: Sales Revenue, Discounts, Agreement
Cover, Tax, and Document Rounding. This Batch is then posted from within the
Accounts Receivable module to commit the journals to the General Ledger.
The Cost journals for these postings will be posted directly to a Service Manager
General Ledger Batch including Work in Progress, and Warranty transactions.
Please refer to Chapter 5, Accounting and Integration, for a detailed analysis of
how these transactions flow through the system.
Other tasks perform by Day End Processing include: Ageing of completed Jobs to
History, Posting of Payment Receipts to an Accounts Receivable Receipt Batch,
Updating of Statistics, Posting of due Amortization journals, the reversal of
Warranty Claim journals, and recognition of Work in Progress Revenue and/or
Expenses.
An Audit report can be printed and purged at the completion of Day End
Processing.
Day End Processing Housekeeping
Day End in Service Manager performs a drop of several temporary working

tables as part of its housekeeping procedures. This process has now been
changed to a data table empty. Some users of databases do not have the ability
to drop tables.
This is a technical feature that is not visible and is not necessary to worry about
unless you have experienced issues with database access when dropping tables.
A common message may be that VMWRK does not exist for example and this
process will correct that so that message will no longer occur.
498 Service Manager

Running EOD Procedure
After launching, the Day End Processing window displays information that is due
for processing. Any entries that have not been processed since the last day end,
or credit notes, or cost only entries appear in the list.
Day End Processing
To easily distinguish Invoices from Credit Notes, the credit notes will appear in
red. Notice in the lower right hand corner, the Total Due is displayed.
If Multi Currency is in use then the header details will display the currency and
native currency details.
Training Guide 499

Criteria
Processing Options
Age Completed Jobs to History Any Job that has been invoiced and
completed, will after a nominal period, as defined in setup, be moved from the
document system to history. Each Day End Process will check for Jobs to be
moved.
Post AR Remittance Post cash batches to AR.
Age Completed RAs to History - Any Return Authorization that has been
completed, will after a nominal period, as defined in setup, be moved from the
RA system to history. Each Day End Process will check for RAs to be moved.
Process Due Amortizations Agreements that have amortization entries.

Usually will occur on the due date and will post directly to GL.
Process Claimed Warranties At the end of each month we may need to

process the warranty claims. This will process these claims and adjust the GL
accordingly.
Print End of Day Audit The system allows you to print the day end audit to
screen, printer, file or email.
Open Posting Schedule on Completion Allows you to open the posting

schedule program upon completion of day end to view future due postings.
500 Service Manager

Work in Progress tab
Post Due Work in Progress - Checking this option will post WIP journals to
the general ledger for all WIP jobs that have a WIP balance due. To view the
total balance before posting, select the Show WIP Due button.
Training Guide 501

Recognize Revenue and Expense

This option will recognize revenue and expenses from all invoices, credit notes
and cost only entries that have not been previously recognized.
A WIP job must be checked to be considered. To do this, you may either, open
the job in document entry and set the flag to ON in the options tab or use the
criteria to selectively choose which jobs are to be recognized.
Click the Process button to continue the day end process.
Status
As per displayed details on the WIP, we can see the Job Status is Active.
502 Service Manager

Percentage Complete, Budget Revenue and Budget Cost
From the screenshot displayed below we can see the Percentage Complete,
Budget Revenue and Budget Cost. These items can be selected by checking the
appropriate box and entering a percentage value.
Process Postings
Select the Process button to continue with Day End Processing.
Confirmation message will return the Day End batch processing number.
Upon selecting yes, you will be returned to the Service Manager menu.
Training Guide 503

Examine A/R Invoice Batch and drill down
Click on the Invoice Batch List to view the AR Batch that was created.
Select the batch from the list and click on the Open button (you can also double
click on the batch) to drill into it and view its details.
504 Service Manager

A/R Transaction Menu
Notice the description V/M Receipts and the type of batch is Imported.
Click on the Open icon to drill into the batch as required
Training Guide 505

Examine G/L cost Batch and drill down
Select the Batch List Icon from the General Ledger menu.
Selecting the entry and opening the batch will display its details.
506 Service Manager

Financial Distribution Statistics
Financial Statistics
Financial Distribution Statistics are generated by day end processing and include
accounts, revenue, cost, gross profit, and performance indicators.
Statistics are maintained for many of the setup records.
These include sites, equipment, models, class type, job type, employees,
workgroups, phase, services and marketing information such as market sector,
industry, channel and profile.
Statistics are recorded by year end period.
The program allows you to view this information in several formats based on
revenue cost of gross profit calculations. It also provides totals for each group you
decide to display.
This is a wonderful tool to compare accounting information across a year and or

period, for sites, equipment, models, class type, job type, employees, workgroups,
phase and services.
A KEY financial indicator in this program is a proportional analysis. For instance

you can determine what percentage of your business each customer has
contributed in proportion of your total business.
This is handy for analyzing, sales distribution for instance and fitting in with the
80/20 rule.
Training Guide 507

Site
The Statistics window permits us to choose statistics of a specific selection via

the drop down menu. For this example we will choose site statistics.
We can choose the type of statistics by which to search for, from the display
menu.
We can also display the statistics by a proportion of revenue, cost or GP.
508 Service Manager

The tree structure opens to display the period information. It is possible to view
all these statistics by individual period through to entire company history as
chosen in this example. The totals will be displayed from your choice of view.
The following three pictures, detail the header fields as displayed when the
horizontal scroll bar is moved to the right.
Training Guide 509

At any time, you are able to click on a selected client, select the year to
examine and the period information will appear. You are now able to double
click on the periods in the right pane and a summary window will open
displaying the totals.
This is the summary window for the year 2010 and the period 05.
510 Service Manager

This is the summary window for the year 2010 totals.
Training Guide 511

Equipment
By selecting Equipment from the Display drop down menu, we can specify a
date, period and year ranges. If we were to select all equipment for a range, we
could analyze financial data for a month or the entire life cycle any piece of
equipment.
Select the green GO

button to refresh the
V/M Statistics
window
We can now select any equipment listed and analyze its financial statistics over
the selected time frame as pre-defined.
Setting the search criteria to Year 2010 and period 7 will display the financial
statistics for this equipment.
You can select the View Details icon from the main toolbar to display the lines
detail in a window box form that is easier to read.
You can maximize the screen to view larger data sets. When the totals are
selected you will overall financial statistics for the entire equipment range
associated with that site.
512 Service Manager

You can maximize the screen to view larger data sets. When the totals are
selected you will overall financial statistics for the entire equipment range
associated with that site.
Training Guide 513

Employee
By selecting Employees from the Display drop down menu, we can specify a
date, period and year ranges. If we were to select all employees for a range, we
could analyze financial data for a month or the entire financial history of any
employee.
Select the GO
button to refresh the
V/M Statistics
window
We can now select any employee and analyze their financial statistics over the
selected time frame as pre-defined.
514 Service Manager

Industry
We can select Industries from the Display drop down menu.
This will display the pre-defined Industries. The Industry breakdown is also a
useful tool to decide which market is performing better, where to focus your
mainstream of business, where to invest more resources etc.
Training Guide 515

Sector
Select Sector from the Display drop down menu to find out which market sector
is performing better than others.
View Details will display totals for that line.
516 Service Manager

Zone
Select Zone from the Display menu to view financial statistics divided up by
zones.
View details on any line will display the totals for that line.
Training Guide 517

Sales History
Day End Processing generates Sales History information from the Services and
Items that have been sold in Service Manager.
The Sales History program allows you to inquire on this information by Year,
Period, Customer, Service or Item and will present you with the financial and
count details for the range selected.
Set Criteria
Select the criteria for the search.
518 Service Manager

We can specify the search criteria by Customer Number, Item Number, Standard
Service, Labor Service or Sub-Contractor Service. Select your choice from the
drop down menu.
Customer Number Will display the Sales History for the client. It will display all
the services, items etc... associated with the customer.
Item Number Displays sales history of an Item for the period set in the
selection criteria. A handy tool to check how well a specific item is selling.
Standard Service Displays the sales history for the selected Service Code as
defined in the criteria.
Labor Service Displays the Labor Services invoiced.
Sub-Contractor Service Displays any Sub-Contractors sales history.
Notes! Upon selecting any choice from the drop down menu, you must
specify the respective number, service or code to search on.
After the green GO button is clicked, Service Manager will retrieve

details matching the search criteria.
Any result listed in the lower pane can be drilled into to find more
information
We can specify the Year and the fiscal period to search.
We can display results in Functional Currency or Customer Currency
Training Guide 519

View Results
We can see the results retrieved for Customer Number 1100 contains varying
types of entries. We can see Items, Labor Service and Standard Service being
displayed.
Selecting a line such as Labor Service, we can double click or click on the details
icon from the main toolbar to display references to posted documents associated
with the customer.
We can now view the Invoices and credit notes for this particular code.
520 Service Manager

Drill Transactions
We are able to DRILL Transactions within Sales History.
This is done by double clicking any invoices or credit notes that appear in the
results. Simply Highlight the Invoice required and double click to enter the
document the invoice was a posted from.
This will invoke the posting query window with the following results.
Training Guide 521

If we search for an item, the selected item is displayed; again we can double click
the item to DRILL into the document system and view more details.
Select the Invoice you wish to view, the double click.
As per the example the drill to details are displayed below
522 Service Manager

Purchase Order Add-On
Purchase Order Add-On

The Service Manager Purchase Order Add-On Utility enables direct integration of
Service Manager with the ACCPAC Purchase Order Module.
For this Utility to operate, ACCPAC Purchase Orders must be installed and
activated.
A Service Manager Purchase Order Add-On License must also be purchased

and activated.
Introduction
Integration to the ACCPAC Purchase Order Module allows you to Generate
Purchase Order Requisitions or Purchase Orders directly from within Service
Manager Jobs, or from the Service Manager desktop using a new program called
Requisition Manager.
The current status of a requisition or purchase order in Service Manager is

always visible in the Document tree and you can drill into the requisition or
purchase order at any time to view it in detail.
The Job status is automatically updated when receipts are processed in

Purchase Orders. An automatic e-mail can be generated to your customer, one
of your employees or to Other when a receipt has been completed.
A Requisition Listing report provides a summary of requisitions, purchase orders

or receipts in Service Manager. The ACCPAC Purchase Orders program also
includes many standard Purchase Order Reports. Custom reports can also be
created using Seagate Crystal Reports.
A new tree node called V/M Purchasing is added to the Desktop when you install
the Service Manager Purchasing Add-On Utility. This contains (3) new Desktop
Icons, Requisition Manager, Auto Create Requisitions, and the Requisition
List report. These provide functionality in addition to that provided directly from
within Document Entry.
Although technically termed Requisitions in Service Manager, the choice of

creating a requisition or a purchase order in ACCPAC Purchase Orders is
determined by the security level an individual has. If a person has rights to
create purchase orders they can either create or add to an existing requisition, or
create or add to an existing purchase order when transacting in Document Entry.
If they do not have security to create purchase orders they can only create
requisitions.
The purchase order function is fully Multi-currency, converting transactions into

the Vendor currency and converting costs to your Home or Functional currency
when applying a receipted cost to the Job or Sale Document.
Training Guide 523

Installation
The Service Manager Purchasing Add-On Utility increases productivity and

efficiency as well as providing audit and accountability for purchase orders in the
Job workflow cycle.
Please note that you can not create a purchase order directly form ACCPAC
Purchase Orders and push it to a Job in Service Manager. Purchase orders
must be created either in the Document directly or in batch form in the Service
Manager Requisition program.
Installation
The Service Manager Purchasing menu will not be visible on the ACCPAC
desktop if the Service Manager Purchase Order Add-On Utility has not been
installed and activated.
The Purchase Order Add-On Utility requires an Activation Code just like your
Service Manager program or the product will expire after 30 days.
To obtain the Activation Code please visit www.technisoft.com and select the
Registration Button and complete the On-line Registration form.
Technisoft will endeavor to provide you with an Activation Code within (24) hours
of receiving your Activation Request Form.
Note: Service Manager Purchase Order Add-On Utility options will not be
available if the product has not been installed and activated.
Overview
Document Entry
Requisitions or Purchase Orders can be added to Inventory, Standard, Labor or
Subcontractor service detail lines in a Job or Sales Order.
This provides the flexibility to order anything from an existing inventory item
(stock or non stock), to a miscellaneous service or part as well as a
subcontractor service.
The numbers of requisitions or purchase orders that can be added to a Job or

Sale Order are unlimited.
New nodes appear in the tree of the Document under the detail line selected
(item or service), when a requisition or purchase order is created.
Adding a Requisition or Purchase Order in Document Entry

To add a requisition or purchase order (depending on the security level you
have), open up an existing Job or Sales Order in Document Entry or create a
524 Service Manager

Overview
new Job or Sales Order. For the purposes of this Overview, we will refer to Jobs
only from now on but the functions described equally apply to Sales Orders.
If creating a new Job, add a Phase and a Billing Group. Then add a Labor
Service, Contractor Service and an Inventory detail line. If using an existing Job,
please add these (3) types of detail lines if they are not in your existing Job for
the purposes of this example.
Item Requisition/Purchase Order

Profile TAB
You will note (when focused on an item detail line), that on the right hand side
above the Details TAB in the Fast icons area, there is a new icon called New
Purchase Requisition (third from the end).
Select the New Purchase Requisition icon, or right click the item and select
Insert, Purchase Requisition to add a Service Manager Purchase Requisition to
that detail line.
This will open the Service Manager Purchase Request form.
Note: It is not necessary at this point to decide whether you are adding a
Requisition or Purchase Order. Your security clearance will determine this on
the final screen when you add the Service Manager Purchase Request.
Depending on your security clearance, you will be able to choose to either add a
Requisition or Purchase Order at that time.
Since you have chained from the Job, the Site, Job, Entered By person and Date
Created details, will automatically be loaded and your cursor will be flashing in
the Quantity field.
The default quantity from the Supply quantity field is presented but you can
change this if you need to order more for whatever reason.
The Item code and Description will also be loaded from the item detail line. If you
changed the Item Description when adding the line this will be reflected in the
description in the Requisition and/or Purchase Order but you can change the
description again if necessary. I.e. Any changes made will appear on the
Purchase Order.
The default Vendor code will appear if one exists, but you can change this to a
different Vendor if for example a better price has been obtained from an
alternative supplier. The unit cost will be displayed in the Vendors currency and
the extended cost is displayed to the right of the unit cost.
The default unit of measure will load. If you choose a different unit of measure,
the unit cost will adjust according to your Inventory Conversion Factor settings.
To the far right of the Service Manager Purchase Request form the stock
available at the location selected is displayed. I.e. Stock On Hand, On Sales
Order, On Purchase Order and Quantity Available. You can check the All
Locations switch to view quantities at all locations.
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Overview
The Expected Receipt Date field can be set to indicate the vendors expected
delivery time, or you can use this date for the customers expected delivery time.
The actual Receipt Date is stored with the receipt.
At this point, you could just select the Add button, but before doing so there are
a couple of options to be aware of.
Drop Ship/Comments TAB

Select the Drop Ship/Comments TAB. In the Drop Ship field there are (4)
options, None, Specified, Site, Site Bill to. Selecting one of these options allows
you to instruct your supplier to ship the order to a different geographic location.
None (default) has the same effect as shipping to your location. Specified, will
allow you to complete the form as required. Site, will automatically load the
address details for the Site, and Site Bill To will automatically load details from
the customers accounts receivable bill to record.
There is a space at the footer of this form for comments. These comments do
not get transferred to the requisition or purchase order and are stored with the
Service Manager Purchase Request in the Job only.
There is also a section to the right of the Drop Ship TAB called Notify on
Receipt. When a receipt is posted in Purchase Orders, the Job is automatically
updated with the receipt status. It is possible to generate e-mails on receipt to
the Site Contact, the Entered By employee or specify an address by selecting
Other or any combination of these options. Only the Other option allows you
to specify an e-mail address. The first two options, Site and Entered By
employee are derived from the respective Site and Employee files. If no e-mail
addresses exist in these files an e-mail will not be generated. You can of course
use the Other option to specify an e-mail address if necessary.
To action the Auto E-mail function, go to the V/M Purchasing Node on the
desktop and choose Requisition Manager. Make sure Partially Receipted
and/or Fully Receipted boxes are checked. Select the green Go button to load
Jobs that fulfill the criteria chosen, and then press the E-mail Icon in the Tool bar
at the top to initiate e-mails for receipted purchase orders.
Currency Rates TAB

Only when Multi Currency Data is being used will this TAB become visible. The
default Rate Type, Latest Date and Latest Exchange Rate will load but these can
be manually changed as required.
Assuming all additional options have been chosen as required, select the Add
button to add a requisition or purchase order or select Cancel to cancel the
Service Manager Purchase Request.
Selecting Add, will take you to the Posting form where depending on your
security clearance you will be able to choose to create a Requisition or Purchase
Order.
There are (4) available options: New Purchase Requisition, Existing Purchase
Requisition, New Purchase Order, and Existing Purchase Order.
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Overview
If you choose any of the Existing options, you will be presented with an
additional field and finder tool to locate an existing requisition or purchase order
so that you can add the current Service Manager Purchase Request to it.
If you select any of the New options, a new requisition or purchase order will
automatically be created after you select the Post button at the bottom of the
form.
It is important to note that Optional Fields from the Purchase Orders module will
display on this form if applicable. If those fields require validation you will not be
able to select the Post button until they have been populated.
Select Post to post the Requisition or Purchase Order.
A new Service Manager Purchase Request node will be added beneath the item
detail line in the tree of the Job. If you click on this node, under the Details
TAB on the right you will see a summary of the Requisition or Purchase Order
details listed.
Please note that like all nodes in the Document tree, you can customize the
Node Text or the Custom Fields located on the Details TAB, by selecting,
Tools, Options, Detail Display, and choosing Purchase Requisitions from the
drop down options.
Note that if you select Properties on the Service Manager Purchase Request and
drill into the requisition or purchase order, the originating Job or Sales Order
Number will appear in the detail section of each transaction line in the requisition
or purchase order in the Order Number field.
Additional requisitions or Purchase orders can be added to an existing item detail

line at any time by repeating the process above. Therefore you can add to an
existing requisition or purchase order as described or create a new separate
transaction.
When a receipt has been posted in Purchase Orders the receipt status will also
appear in the custom fields section under the Details TAB when you click on the
Service Manager Purchase Request node.
If focused on the Service Manager Purchase Request node you can right click
and select View P/O Requisition, View P/O Purchase Order, or View P/O Receipt
as applicable at any time during the process. Options will be grayed out if a
document does not exist for them. For example if you have a Requisition but no
Purchase Order created yet, you can View P/O Requisition but the View P/O
Purchase Order will be grayed out.
If you followed the above procedures and have added a requisition or purchase
order click on the Service Manager Purchase Request node under the detail line
and select the Properties icon in the Tool bar or right click Properties to launch
the details of the particular Service Manager Purchase Request. A new TAB
appears on the Purchase Request called Posting Status. There are two
sections to this form Status and Supply Details.
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Overview
In the Status section, details of the requisition, purchase order or receipt will be
listed, and the up arrow on the left can be used to drill into the original Document
at any time.
The Supply Details section includes reconciliation of what is on purchase order,

what has been receipted to date, what has been supplied to the document, and
what is remaining to be supplied?
It is important to note that the cost originally ordered may be different to that
receipted and that the Job will be updated with the actual cost receipted at all
times.
Service Requisition/Purchase Order

Service Requisitions or Purchase Orders can be created in exactly the same way
as Item Requisitions or Purchase Orders.
There are (3) types of Services: Standard, Labor and Subcontractor and
requisitions or purchase orders can be created for all (3) types.
To create a requisition or purchase order for a service, focus on the service detail
line and select the New Purchase Requisition Fast icon as described in adding
an item requisition.
All procedures are identical to those in the Adding an Item Requisition section
except as follows:
No location fields or location quantity statuses display and when a purchase

requisition is created, the General Ledger Expense field in the detail line is
automatically populated with the Service Cost Clearing account in the service
detail line in the Job.
In every other respect including the supply of receipted services, the process is
the same as described in the Item Requisition section.
It is important to understand that a vendor must exist in order to raise a

requisition or purchase order for a Service even if the purchase order is for a
miscellaneous service.
Supplying Receipted Items

You can auto supply items that have been receipted in Purchase Orders to detail
lines in the Job.
To supply a receipted service or item to a Job, while focused on the service or

item, right click and choose Supply Receipted Item(s). The Receipt Rates
form will display.
The original Service Manager Purchase Request quantity, unit cost and extended
amount are displayed first and are grayed out.
The On Purchase Order, quantity, unit cost and extended amount are displayed
next.
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Overview
The Receipted to Date, quantity, and extended amount is displayed next.
The Supplied to Document, quantity, and extended amount are displayed next
followed by the Remaining to be Supplied, quantity, unit cost and extended
amount.
Note that the receipted cost may be different to the original cost requested or the
purchase ordered cost and it is the receipted cost that is supplied to the Job.
The Remaining to be Supplied quantity can be manually changed prior to

retrieving the line. This can be useful where more items were ordered than were
actually needed for the Job.
There are two Supply methods: Override Existing Document Quantity and Cost,
and Add to Existing Quantity and Average Cost.
Override Existing Document Quantity

This option will override the Document detail line Bill To and Cost quantity and
Unit Cost with the value in the Remaining to be Supplied fields. Any existing
values in the service or item detail line will be overridden or replaced.
Add to Existing Quantity and Average Cost

This option is particularly useful where more than one Service Manager
Purchase Request exists for a service or item detail line and multiple Receipts
are to be supplied to that line.
The total cost on all Service Manager Purchase Requests is averaged across the
quantity being supplied to that detail line.
Example:-
Assume there are two purchase requisitions that have been receipted under a
subcontractor service detail line in a Job. Supply the first line using Override
Existing Document Quantity. Then supply the second line using Add to Existing
Quantity and Average Cost. The first line will override the quantity and the cost
in the detail line, and the second line will then add to the existing quantity and
average the unit cost on that detail line.
Subcontractor Service
Line (1) Qty = 1 Cost = $100
Line (2) Qty = 2 Cost = $ 85
When supplying the first line using the Override Existing Document Quantity and
Cost method, the first line would override existing quantities and cost and put a
(1) in the bill to and cost quantity fields, and $100 in the unit cost field. Note that
if a cost only service is used, only the cost quantity will be updated.
Supplying the second line using Add to Existing Quantity and Average Cost
would add (2) to the existing quantity of (1) totaling (3). The unit cost would be
averaged. i.e. ((100) + (85*2))/3 = $90.
Warning
When using the second option Add to Existing Quantity and Average Cost if a
supply quantity already exists in the detail line in the Job, this method will add to
Training Guide 529

Overview
that quantity. i.e. it is not overwritten before supply. You may need to first check
that the supply quantity in the detail line is set to zero or retrieve the first line
using Override Existing Document Quantity and then use the option Add to
Existing Quantity and Average Cost.
Reversing A Previously Supplied Quantity

If a line has been supplied in error, it is possible to cancel and Re Supply that
line.
Click on the grayed out Service Manager Purchase Request directly beneath the
service or item detail line and select Properties. In the Supply Details area,
reduce the quantity in the Supplied to Document field or set the value to zero
and TAB away. This will re set the Remaining to be supplied quantity as
applicable. You can then choose the Override Existing Document Quantity and
Cost and re supply the detail line.
General
In Document Entry if you select Tools, Options, General, there is an option there
to Automatically Gather PO status on Document Load. If this is set on, then
whenever a Job or Sales Order is loaded the status of Requisitions, Purchase
Orders and/or Receipts will automatically be updated or refreshed in the
Document.
This option is useful, but remember that if you also have Load Documents when
scrolling checked, then the purchase order status will be refreshed every time
you scroll a Job or Sales Order in Document Entry, and this has the potential to
slow or delay the scrolling process.
Requisition Manager can be launched from inside Document Entry by selecting

Tools, Requisition Manager. If you are inside a Job focused on a Service
Manager Purchase Request node then when you select this option, Requisition
Manager will load with the Job details pre set when the program chains.
If creating a Requisition from a Service Manager Purchase Request rather than

going direct to a Purchase Order, you can then only raise a purchase order for
that requisition using the Purchase Orders program. To create a purchase order
from a requisition, go to the ACCPAC Purchase Order node on the desktop.
Open the Purchase Order Entry program, choose a vendor and select the From
Requisition check box. Then select the drill icon and choose the Requisition
finder to select the requisition you wish to create a Purchase Order for. Post the
Purchase Order or make modifications as necessary. The Job will be
automatically updated with the purchase order details in the background.
It is possible to use Requisition Manager to bulk post Purchase Orders from

Service Manager Purchase Requests (see the Requisition Manager section of
this program for details).
Note that if adding to existing requisitions or purchase orders you must use the
same vendor code.
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Overview
Requisition Manager
The Requisition Manager program allows you to view the status of existing
Requisitions, Purchase Orders and Receipts. It also allows you to create/raise
new Purchase Orders from existing Requisitions in batch entry mode, as well as
allowing you to Supply any number of Receipted Purchase Orders to a Job or
Sale.
Using Requisition Manager

Open Requisition Manager and select the drop down menu Requisition, Options.
Choose (1) of (4) standard posting methods:
Create Service Manager PO Requests Only;
Post P/O Requisitions Only;
Post P/O Purchase Orders Only;
Post Either P/O Requisitions or P/O Purchase Orders.
There is also a check box in Options to Open P/O Document after Posting. If
this is checked, then the actual document you are creating, a Requisition or
Purchase Order, will launch straight after you select Post. Otherwise you are
returned directly to the Job in Service Manager and a new Service Manager
Purchase Request node is created. Checking this switch can be useful if you
need to change Tax Classes before posting the Purchase Order as the Purchase
Order is opened in ACCPAC Purchase Orders and you can select the
Distribution button and edit tax classes.
Create Service Manager PO Requests Only

Select this option to create Service Manager Purchase Requests that will later be
posted to a Purchase Requisition or Purchase Order. i.e. Service Manager
Purchase Requests are not created in the ACCPAC Purchase Orders module the
are added to Document Entry below the detail item or service line only.
This option can be useful if security requirements are very high or where
ACCPAC Requisitions are not required.
The major advantage of this option is that you can post requisitions or purchase
orders (depending on security) from Requisition Manager in Batch format.
Post P/O Requisitions Only

Select this option to post Service Manager Purchase Requests to either a New
or Existing Purchase Requisition in the Purchase Order module. When you
insert a Service Manager Purchase Request and select Add, you are presented
with the Post Purchase Orders form, and if this option is selected, then you will
only be presented with New Purchase Requisition or Existing Purchase
Requisition in the Create As, drop down list.
This option is recommended where the Purchase Order function is demarcated

to the Purchasing department and only those with purchase order security rights
can create new purchase orders. i.e. if Post P/O Requisitions Only is selected
you will not be presented with an option to post a Purchase Order from within
Service Manager.
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Overview
Requisition Manager does not allow you to convert ACCPAC Requisitions to

Purchase Orders. You must go into the Purchase Orders modules to create
purchase orders from existing requisitions.
Post P/O Purchase Orders Only

Select this option, to post Service Manager Purchase Requests directly to either
New or Existing Purchase Orders in the Purchase Order module. When you
insert a Service Manager Purchase Request and select Add, you are presented
with the Post Purchase Orders form. You then have the option to post to a New
Purchase Order or Existing Purchase Order in the Create As, drop down list.
This option is recommended where operators have permission to enter purchase

orders directly and formal requisitions are not required. This speeds-up data
input greatly and is a recommended setting.
Post Either P/O Requisitions or P/O Purchase Orders

This method is a combination of both Post P/O Requisitions Only, and Post
P/O Purchase Orders Only methods.
The Post Purchase Orders form presents all four options, New Requisition,
Existing Purchase Requisition, New Purchase Order or Existing Purchase Order
in the Create As, drop down list. This option provides the best of both worlds
so to speak by providing additional flexibility.
History
When a Job has been completed in Service Manager and the End of Day
process moves the Job to History, purchase requisition details are maintained
with the Historic Document so that the original order details can be referred to at
any time.
Viewing Existing Requisitions, Purchase Orders or Receipts

There are six ways to view requisitions, purchase orders or receipts in
Requisition Manager. In the Order by drop down field, options include ordering
by, Vendor, Document, Site, Employee, Purchase Order Number, or Requisition
number.
Example:
Select Vendor Order.
Filter/Criteria Options
Date Required
This field allows you to specify a date range to search requisitions or purchase
orders in a given period. If this field is not checked on, the Date required option
will be ignored.
Date Expected
This field allows you to specify a date range to search requisitions or purchase
orders expected in a given period. If this field is left blank the Date expected
option will be ignored.
Manual Entries / Entries Auto Generated
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Overview
Manual Entries will display all entries created from within Document Entry (This
options default setting is on).
Entries Auto Generated, displays entries created using the Auto Create
Requisitions program (This options default setting is also checked on).
Show P/O Requisition

There are (2) options in this section, Show P/O Requisitions without Purchase
Orders and With Purchase Orders.
Show P/O Requisitions without Purchase Orders will display all Service
Manager Purchase Requests and ACCPAC Requisitions that have not yet had
Purchase Orders created for them. This can be very useful if sorting in Vendor
Order per above, as the Post option becomes available for all Service Manager
Purchase Requests. Note that ACCPAC Requisitions must be posted from the
Purchase Order module.
Show P/O Requisitions with Purchase Orders can be useful to check and
manage Jobs that have Purchase Orders that have not yet been receipted.
Show P/O Purchase Order

There are five options in this section: Without Receipts, Partially Receipted, Fully
Receipted, Ready to Supply to Document and Supplied to Document.
These options can also be used to filter information in Requisition Manager.
Without Receipts, will display all purchase orders that have not yet been
receipted.
Partially Receipted, will display purchase orders that have been partially
receipted but that have not been fully receipted.
Fully Receipted, will display purchase orders that have been fully receipted and
are complete.
Ready to Supply to Document, will display purchase orders that have been
Receipted and not yet supplied to Documents.
Supplied to Document, will display receipted purchase orders that have been
supplied to the Documents already.
Set these options as required, and then press the green Go button in the Tool
bar. This will populate the Source and Status tables in the bottom of the
Requisition Manager form according to the criteria selected.
Examples of Useful Queries

Assume Date Required or Date Expected ranges are not set. Assume Manual
Entries and Entries Auto Generated are set on.
E.g. (1)
Vendor Order, Without Purchase Orders Displays requisitions that have not
had purchase orders raised/created yet.
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Overview
E.g. (2)
Vendor Order, Without Purchase Orders, With Purchase Orders, Without
Receipts Displays all requisitions that do not have purchase orders and
purchase orders that have not yet been receipted.
E.g. (3)
Vendor Order, Without Receipts Displays purchase orders that have not yet
been receipted.
E.g. (4)
Vendor Order, With Purchase Orders, Partially Receipted or Fully Receipted,
Ready to Supply to Document Displays Jobs that have service or items on
purchase order that have been partially or fully receipted that can be supplied to
those Jobs.
E.g. (5)
Vendor Order, Entries Auto Generated, With Purchase Orders, Without Receipts
Displays purchase orders created using the Auto Create Requisitions program
that have not been receipted.
Additional Information
You must be in Vendor Order to post and create new requisitions or purchase
orders from Service Manager Purchase Requests.
Entry to Requisition Manager can be securitized using the security functions in

Administration Services.
Creating New Requisitions or Purchase Orders

For simplicity sake, we recommend raising requisitions from directly within Jobs,
however new requisition can be created from the Requisition Manager program.
If using the Requisition Manager program to create a requisition or purchase

order, a Service Manager Purchase Request must be created by matching it to
an existing service or item detail line in the Job or Sale Order, or creating a new
detail line.
Procedures are much the same as those described in the Adding a Requisition
or Purchase Order in Document Entry section of this document.
To add a new requisition press the New icon .
Select the Source Document type (Job or Sale), then select a Document Number
to add the requisition to.
Next choose the Binocular icon to launch the tree of the Document selected, so
that you can choose a service or item detail line to requisition.
Click and focus on a service or item detail line, then click the Select icon to
choose it. This will load that service or item into the Service Manager Purchase
Request form. Select any other options as required, and then choose Add to
create the purchase request.
If you do not choose a service or item detail line, you will not be able to create a
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Overview
requisition.
If you do not select the Binocular function to locate an existing service or item
detail line, you can create an entirely new detail line and requisition.
Continue to complete the requisition form by choosing and item or service. Enter
quantities and costs as applicable. When you select the Add button, the tree of
the Job will appear. You must then choose a node in the tree (Phase, Equipment
or Billing Group), where you wish to create the new service or item detail line and
requisition. This prevents a requisition from being orphaned in Service Manager.
If you do not select a node, it is not possible to create a requisition.
Supplying Receipted Purchase Orders

Partially or fully receipted purchase orders can be supplied in bulk to Jobs using
Requisition Manager. That is, you do not have to enter each Job directly to
supply the service or item detail line. This can greatly speed up the process of
receipting purchase orders where there are large numbers of Jobs in the system.
It is effectively like batch supplying receipted purchase orders.
Set up a query as follows. Select Vendor Order, With Purchase Orders, Partially
Receipted or Fully Receipted, and Ready to Supply to Document. This query will
display Jobs that have services or items on purchase order that have been
partially or fully receipted that can be supplied to those Jobs.
Select the Supply icon. This launches the Supply to Documents form which
displays all purchase orders with receipts ready to be supplied to their associated
Documents.
Uncheck any detail lines you do not wish to supply to Jobs or Sales Orders as
applicable.
Choose the method of Supply:

Override Existing Document Quantity
If you select Override Existing Document Quantity, this option will override the
Document detail line supply quantity and unit cost, with the values in the
Remaining to be Supplied fields. Any existing values in the service or item
detail line will be overridden or replaced.
Add to Existing Quantity and Average Cost

Select the Add to Existing Quantity and Average Cost option, where more than
one Purchase Request has been added to the same service or item detail line,
and multiple receipts are to be supplied to that line.
The receipt quantity from the first receipt is added to the supply quantity in the
service or item detail line in the Job or Sales Order. Subsequent receipts are
accumulated to the supply quantity in those detail lines, and the unit cost is
averaged across the total quantity.
The values are derived from the Remaining to be Supplied fields in the Service
Manger Purchase Request.
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Select the Accept button to supply the receipted services or items to their
respective detail lines in the Jobs or Sales Orders they originated from.
Documents may not be open when using Requisition Manager to supply

receipted quantities to detail lines. If a Document is open during this process,
you will receive an error message indicating that the Job or Sales Order is being
edited by another user. The detail lines associated with the open Document will
not post.
Auto Create Requisitions

The Auto Create Requisitions program allows you to automatically generate
Service Manager Purchase Requests from Jobs or Sales Orders based on
three reorder options; Reorder Insufficient Supply Quantities, Reorder from
Supply Quantities or Reorder from Backorder Quantities.
The Service Manager Purchase Requests created can then be posted to

Purchase Orders using the Requisition Manager program in order to replenish
inventory as applicable.
During the Auto Create Requisitions process, a Service Manager Purchase

Request detail line is added to each item detail line in the Jobs or Sales Orders
affected.
After all items have finished processing, the program prompts you to post the
Service Manager Purchase Requests created to Purchase Orders.
If you select Yes, Requisition Manager is launched in Vendor order, and you
can select the Post icon to post and create purchase orders in the ACCPAC
Purchase Order module.
If you select No, you can open Requisition Manager at any time in the future to
create purchase orders then.
How to use the Auto Create Requisitions Program

Open the Auto Create Requisitions program and select a Document Type. E.g.
Job
Use any of the available filters Site, Job Type, Entry Date, Line Date, to refine the
reorder process.
Next choose a Vendor Type from Vendor 1 to 9.
Select the Drop Ship Lines check box, if you wish to drop ship each line to the
site geographic address as listed in the Document Header of the Job.
Select a Reorder Option:

Reorder Insufficient Supply Quantities
Select this option to order items that have insufficient quantity available across
the selected range of Jobs or Sales Orders.
This option checks the quantity of items available in total, against those on
Supply and Backorder. If the quantity available is less than the quantity required
in total, Service Manager Purchase Requests will be created for the shortfall.
536 Service Manager

Overview
Purchase Orders can also be created as part of this process. These can later be
supplied directly to the item detail lines when receipted via the Requisition
Manager program.
Reorder from Supply Quantities

Select this option to order items based on the quantity in the Supply quantity
field of item detail lines across the selected range of Jobs or Sales Orders.
Select the Process button to create Service Manager Purchase Requests for
items on Supply. Purchase Orders can also be created as part of this
procedure. These can later be supplied directly to the item detail lines once
receipted via the Requisition Manager program.
It is not necessary to use the auto supply functions if you simply wish to
replenish stock for items sold.
Reorder from Backorder Quantities

Select this option to order items based on the quantity in the Backorder quantity
field of item detail lines across the selected range of Jobs or Sales Orders.
Select the Process button to create Service Manager Purchase Requests for
items on Backorder. Purchase Orders can also be created as part of this
procedure. These can later be supplied directly to the item detail lines once
receipted via the Requisition Manager program.
Supplying Receipted Items

Once purchase orders have been created and receipted; you can then use the
Requisition Manager program to supply the receipted items to their respective
item detail lines in the Jobs or Sales Orders they originated from.
Note however, that it is not necessary to supply the receipted goods to the Jobs
or Sales Orders if using this function merely to replenish stock.
To supply receipted goods, start Requisition Manager and check the following
options; Entries Auto Generated, With Purchase Orders, Partially Receipted,
Fully Receipted, Ready to Supply to Document. Select the green Go icon to
begin the query. Only those entries created by the Auto Create Requisitions
program that have been receipted and that are ready to supply will display.
Select the Supply icon to display all entries that can be supplied to Jobs or
Sales Orders.
Check any detail lines you wish to supply.
Next select Post to post and supply those lines to their respective item detail
lines in the relevant Jobs and Sales Orders they were derived from.
General
Note that it is not possible to use the Auto Create Requisitions program to auto
generate purchase orders for services.
In order to operate this program items in the Inventory Control master files must
have at least one Vendor Type created and selected (see Inventory Control, I/C
Items and Price Lists, Vendor Details to set up a Vendor relationship for an Item).
Training Guide 537

Overview
If you run any of the Auto Create Requisition processes more than once, items
will not be re ordered (i.e. orders will not be duplicated), except where changes
were subsequently made to item detail lines in Documents.
Requisition List (Report)

This report will allow the user to print Requisitions, Purchase Orders or Receipts
in detail.
The report can be ordered in Vendor, Document or Site Order.
Available criteria are similar to those listed in the Requisition Manager program,
but there is an additional option that allows you to specify a Line Type.
Line Type options include; Inventory Item, Standard Service, Labor Service, and
Subcontractor Service. If this check box is not selected all Line Types are
included by default.
The report can be set to include financial values in Home or Vendor currency, as
well as Comments, and Additional Purchase Order Information.
Use the Save button at the bottom of the form to save your criteria settings.
PO Integration Enhancements
Several enhancements have been made to the Service Manager Purchase Order
Add-on module.
Specify Ship to Location for PO Header

When raising a purchase order from the Requisition Manager, it is now possible
to specify the Ship to Location in the header of the PO and edit the address
when posting a new purchase order. This feature is only available when posting
new POs.
The Ship to location is sourced from the Inventory Control ship to locations.
538 Service Manager

Overview
Training Guide 539

Overview
Create New PO From Requisition Manager Quantity to Estimate

When creating a new requisition or purchase order from Requisition Manager,
a new line is created in the job to reflect the requisition or purchase order.
The new quantity was being put on Supply/Committed. The quantity on

Supply/Committed will now be set to zero during the creation process, and the
ordered quantity will be placed in the Estimate quantity field. This has the effect
of placing the item on Outstanding or Backorder.
This standardizes the process so that it operates in a similar manner to adding

the new requisition or purchase order directly from within the job.
To check this new feature, open Requisition Manager (PO Add-On must be
installed) and select the New icon.
540 Service Manager

Overview
Next choose a job and then select the up arrow to drill to the job tree.
Select the Phase or Billing Group that you wish to add the line to and select
Accept.
Select a Vendor, item code, location, quantity and price as applicable then select
the Add button, complete optional fields as applicable and Post the PO.
Training Guide 541

Overview
Post the PO.
542 Service Manager

Overview
After posting, the system will return to the requisition manager. Close the
requisition manager and proceed below.
Training Guide 543

Overview
Now open the Job in Document Entry to view the result. Note that the new
detail line for the item has been created, a new PO line has been created and the
PO exists in ACCPAC PO, and the item quantity is placed on Estimate.
Properties of the item line in the tree.
544 Service Manager

Overview
Bulk Generate Req/PO by Job, Phase or Billing Group

A new feature has been added to allow bulk creation of requisitions or purchase
orders for all service or detail lines. This can be applied at Job, Phase or Billing
Group level from within a job.
Click on the node you wish to bulk create lines for. In the example above the
Phase is selected so all detail lines in the Phase will be ordered.
Select the Purchase Requisition icon or right click on the Phase and select Insert,
Purchase Requisition.
Training Guide 545

Overview
The new form Create/Manager Purchase Requisitions appears as per below.

Select Accept.
546 Service Manager

Overview
If vendors do not exist in Inventory Control for the item detail lines you will be
asked to enter each vendor code manually. If vendor codes do exist, the detail
lines will automatically be created when posted.
After selecting Accept, the Requisition Manager program will automatically

launch providing the user with the option to select all detail lines (click header),
or pick and choose the detail lines to be ordered.
After selecting the required services and/or items, press the Accept icon.
The Select Vendor form will appear. There are two options on this form, Specify
a Vendor for all lines Chosen and Let Service Manager decide the Vendor.
The first option, Specify a Vendor for all lines Chosen, allows you to select the
vendor code but will apply this code to all detail lines selected. i.e. these can be
manually modified if required (see next step).
The second option, Let Service Manager decide the Vendor, causes Service
Manager to check the item vendor specified in IC Vendor Details (will select first
Training Guide 547

Overview
item vendor code), or check the Subcontractor vendor code as specified in

Service Manager Subcontractor Setup.
For other service types such as standard or labor services the user must specify
the vendor code manually.
Using either option it is still possible to edit the vendor code manually by
selecting the Un-posted entry and double clicking to edit the vendor cord.
The next step is to Post the transactions and actually create the POs or
Requisitions as applicable in the ACCPAC PO module.
Select the Post icon to post the POs or Requisitions for that vendor. i.e. each
vendor must be selected separately as there may be other items for that vendor
and it is not possible for the program to automatically establish whether these
item should or should not be posted.
Select the items or services as applicable and choose the Post button to create the
PO. Complete optional fields and Post. All items will be added to POs and the
detail lines in the jobs will be updated accordingly. An option allows you to print
the PO at that time of posting.
548 Service Manager

Overview
PO Created and detail lines are updated in the job with the relevant PO number.
Training Guide 549

Overview
Resulting tree view with items displaying purchase order details.
550 Service Manager

Overview
Retrieve Existing PO to Job or Sales Order

A new feature has been added to allow retrieval of existing detail lines that have
been ordered directly into a job or sales order. The new process copies these lines
to the current document from the existing PO.
This provides the ability to actually raise orders in PO and then retrieve them to
jobs. i.e. in the past the PO had to be created either directly from within the job or
from Requisition Manager. Now it is possible to create the PO in ACCPAC and
then retrieve detail lines from that PO into the job.
Open Document Entry and select a job. Choose a Phase, or Billing Group node.
Select the New Purchase Requisition icon or right click the node and choose,
Insert, Purchase Requisition.
Next select, Retrieve lines from an existing PO into the Current Document and
select the Accept button.
Training Guide 551

Overview
Requisition Manager will open in the background and a new form, Create
Document Lines from PO appears.
This utility allows you to add new detail lines to a Document from an existing
Purchase Order or Receipt in ACCPAC PO.
Select the PO or Receipt you wish to copy lines from.
552 Service Manager

Overview
Note that in the PO, on the item detail line, you can specify a Service Manager
job number in the Order Number field on the PO detail line to associate it to an
existing job in Service Manager, or you can leave this field blank. You can
retrieve/copy lines even if this field is left blank, but there is an option on the
form to ignore lines already associated with a job. A job finder is not yet
available on this field.
Several advanced options exist that provide additional functionality:
Ignore lines already associated with any Document

If the Order Number field described in the section above is populated with a job
number and you are retrieving into a different job, this option will ignore lines
associated with other jobs and only retrieve/copy items for the existing job or
where the Order Number field is left blank.
Retrieve Comments/Instructions
This option will create Notations under the line retrieved based on the
Comment/Instruction entered at detail line level in the ACCPAC Purchase
Order.
Retrieve Serial Numbers

This field is only visible if ACCPAC Serialized Inventory and the Service
Manager Add-On for ACCPAC Serialized Inventory is installed.
This option will only function if a Receipt has been selected or if a PO has been
receipted. In the later case, after selecting Accept, if a receipt exists for that PO a
question pops asking the user if they would rather supply the items from the
receipt instead of the PO.
Training Guide 553

Overview
When retrieving/copying detail lines to a job if this option is checked and the PO
lines have been receipted into PO with serial numbers, the lines are copied to the
job with the exact same serial numbers already loaded on the Serial Number Tab
on the detail line.
Note that the serial number status must be Available in ACCPAC Serialized
Inventory for the serial numbers to retrieve. Once retrieved the serial number
status will be automatically set to Unavailable, so that if that PO is retrieved a
second time those serial numbers will not be available for retrieval.
The next and final step is to locate the destination point in the Document the
detail lines will be retrieved/copied to.
Select Locate Destination Position in Document and then choose the node
where the detail lines are to be copied to and select Accept.
554 Service Manager

Overview
Select Accept and then Yes to retrieve the PO lines to the currently selected job.
Confirmation is displayed
The detail lines from the PO will be added to the node selected with associated
PO numbers linked.
Training Guide 555

Overview
Important Note
Remember that to Post POs in Requisition Manager, it is necessary to be in
Vendor Order for the Post icon to have focus.
The new retrieval function is available from within Requisition Manager by

selecting the Retrieve icon.
556 Service Manager

Serialized Inventory Add-On
Serialized Inventory Add-On

The Service Manager Serialized Inventory Add-On Utility enables direct
integration of Service Manager to the ACCPAC Options Serialized Inventory
Module.
For this Utility to operate, ACCPAC Options Serialized Inventory must be

installed and Activated.
A Service Manager Serialized Inventory Add-On License must also be purchased

and Activated.
Introduction
The Service Manager Serialized Inventory Add-On Utility adds to Service
Managers existing serialization functionality.
ACCPAC Options Serialized Inventory allows you to serialize items at the Point
of Receipt in Purchase Orders. It is now possible to select serial numbers
receipted at the point of Purchase Order using the ACCPAC Options Serialized
Inventory tables, at the Point of Sale in Service Manager.
It is now not only possible to enter a Serial Number at the Point of Sale in Service
Manager by typing one in manually or scanning one in, but it is now also possible
to chose one from the Serialized Inventory Tables. This reduces keyboard error,
speeds up processing at the Point of Sale or when Invoicing and provides
additional audit functionality for inventory.
An Audit Record is added to the Serialized Inventory tables when a piece of

Equipment from Serialized Inventory is inserted onto a Job in Service Manager.
Audit records are also added if the Item is sold or worked on.
The Service Manager Serialized Inventory Add-On Utility also provides the ability
to work on Serialized Items of inventory that exist in the ACCPAC Options
Serialized Inventory tables. That can be very useful for Job Costing and Life
Cycle cost issues.
The new Equipment Build function also works with the Serialized Inventory Add-
On Utility by providing access to the Serialized Inventory Tables when posting
and creating Equipment from Items in the Build List.
It is now also possible to Auto Create Equipment records from Items in Serialized
Inventory.
Equipment can be created from Serialized Inventory in two ways; when the Serial
Number is Sold on an Item Line in a Document and subsequently created using
the Auto Create Equipment program; or when the Equipment is auto created
directly from the Auto Create Equipment program (see Utilities Node Desktop),
using the new drop down option to create from Serialized Inventory. This option
is only available if the Service Manager Serialized Inventory Add-On Utility
module is installed.
Training Guide 557

Installation
Installation
The Serialized Inventory Add-On Utility requires an Activation Code just like
your Service Manager program or the product will expire after 30 days.
To obtain the Activation Code please visit www.technisoft.com and select the
Registration Button and complete the On-line Registration form.
Technisoft will endeavor to provide you with an Activation Code within (24) hours
of receiving your Activation Request Form.
Note: Service Manager Serialized Inventory Add-On options will not be available
if the product has not been installed and activated.
Overview
Selling Serialized Inventory Items on a Document
Serialized Inventory can be put On Order and Sold in Service Manager.
Site Equipment can be auto created from the sale of those Serialized Items.
An Audit Record is added to the Serialized Inventory Master file when a Service
Manager Equipment record is created from a Serialized Item sold in a Job or
Sale Document.
Before commencing it is important to ensure that the Item or Items being

selected are set to track Serial Numbers in Inventory Control.
It is also important that these Items have been receipted into stock and that
during the receipt process Serialized Inventory was used to add serial numbers
to each Item. It is also important that the Serialized Inventory Periodic
Processing program, Process Receipts has been run. This will update the
Serialized Inventory tables with the newly receipted Serial Numbers from the
Receipt processed in Purchase Orders or Inventory Control (i.e. whichever is
applicable).
Insert an Item that tracks Serial Numbers onto a Document in Service Manager.
Enter the Supply Quantity to be shipped on the Details TAB of the Item Detail
Line. Next select the Serial Number TAB and if ACCPAC Serialized Inventory
is installed you will see a flag called Serialized Inventory. This will be checked
on by default.
There is a button on the left hand bottom corner of the form called Select.
If you click this, you will be presented with Serial Numbers from ACCPAC
Options Serialized Inventory tables.
Press the Include button or double click the Serial Number required, to add it to
the To table. You can remove it by selecting the Exclude button at any time
558 Service Manager

Overview
before posting. Select Accept to add the serial number to the Service Manager
Item Detail Line.
Remember to insert exactly the same number of Serial Numbers as specified in

the Supply Quantity field on the Bill to TAB, or if using a Cost Only entry on the
Cost Only TAB.
Note that as soon as you accept a Serial Number from the Serialized Inventory
Tables, it is marked as Unavailable, and is put into the temporary clearing table
in Serialized Inventory.
As soon as the Document is saved, the Serial Number is put On Order in

Serialized Inventory and the temporary clearing record in Serialized Inventory is
removed.
If the Serial Number is later deleted prior to posting, the Serial Number is put
back into Serialized Inventory and marked as Available when the Document is
saved.
These last (3) processes are performed real time.
Post an Invoice by selecting the Post Icon in Document Entry. When the Item
line is posted on the document, the Serial Number in Serialized Inventory is
marked as Sold.
If the Auto Create Equipment from Serial Numbers flag is checked on in

Document Entry (see Tools, Options, General), the Auto Create Equipment
program will load at the conclusion of the posting process.
A Site Equipment record can then be Posted and created in Service Manager
using that Serial Number.
Selling Serialized Inventory Items during a Build of Equipment

Ensure Track Components is on in the Service Manager Options file. This
enables a new function, Build Equipment in Document Entry. Start a Job and
add a Phase. Select the Equipment Icon and choose the Equipment Type field
and select Build from the drop down when adding an Equipment Record to a
Job.
If you use the new Build function (available in Version 4.2C+) Component Items
will automatically be added to an Equipment Build record if Inventory Model
Relationships exist in the Item Relationship program for the Component Models.
Items added to the Build can then be serialized as per Selling Serialized
Inventory Items on a Document section above, and then Invoiced and
Equipment created accordingly.
Training Guide 559

Overview
Creating a Job for a Serialized Inventory Item

Serialized Inventory does not have to be Sold or On Order to be used in Service
Manager.
In fact, Serialized Inventory Serial Numbers can be worked on in a Job in Service

Manager regardless of what their status is.
To create a Job for a Serialized Inventory Item, first start a new Job in Document
Entry.
Insert a Phase and then select the Equipment Icon to insert an Equipment
record.
Next, in the Equipment Type field, select the drop down and choose the type
Serialized. You will then be presented with (2) fields, Item and Serial Number.
You can either enter an Item and then use the finder on the Serial Number field
to find the appropriate Serialized Item to be worked on, or alternatively manually
type in the Serial Number or scan it in to find it quickly.
Select the Reported Problem TAB to enter a reported problem and/or symptom
for this Item.
Services or Items can be added to the Equipment Node as per normal.
When the Document is saved, a History Record is inserted into the Serialized
Inventory Tables, indicating that this Serial Number was put onto a Job in Service
Manager. The Job Number is stored with the History Record.
It is important to also note that if Equipment is inserted onto a Job, and that
Equipment was originally generated from a Serialized Inventory record, an audit
record indicating the Job Number, will also be inserted into the Serialized
Inventory Tables against the Serial Number when the Document is saved.
Auto Create Equipment from Serialized Inventory
Under the V/M Utilities node, the Auto Create Equipment program now includes a
new Drop Down option S/N Serial Numbers.
If this is selected, this will load all Serialized Inventory items into the list view
which can then be posted to create Equipment in Service Manager.
History records are written back to the Serialized Inventory Tables.
Open up the Auto Create Equipment program from the Desktop (V/M Utilities)
and choose the Jobs Drop Down field. There is a new option S/N Serial
Numbers that appears in the list of available options.
This option will not be visible if the Service Manager Serialized Inventory Add-On
Utility module is not installed and activated.
560 Service Manager

Overview
Select this option and then select the green Go button. This will load all
Serialized Inventory Serial Numbers that have not previously been created in
Service Manager into the list view. That is, if a Serial Number for that Serialized
Inventory record already exists in the Service Manager Equipment Database the
Serial Number will be ignored. Therefore you can run this program at any time if
you wish to update Equipment Records from the Serialized Inventory Tables.
The information that is displayed in the list box is filtered by using the flag called
Show Status Sold Only. The Show Status Sold Only flag is set on by default.
This ensures that only Serialized Items that have been sold will load and be
compared to serialized records in the Service Manager Equipment Database.
If this switch is unchecked (off), records of all statuses in Serialized Inventory will
be checked against serialized records in the Service Manager Database, and if
they do not exist in Service Manager they will be presented in the list view. Be
careful using this switch set to off as this has the potential to create Equipment
records in Service Manager prior to them being sold.
To generate Equipment records check a Serialized Item or Select All, and

choose the Post Icon.
If a Site does not exist for the Equipment record, you will be prompted to create
one on the fly. Make sure you have Site Maintenance Security rights or this
process will not allow you to create Sites and the Serial Number Posting will fail.
After this function completes Equipment records will be created in Service

Manager for these Serial Numbers posted, and Jobs can be started by scanning
those serial numbers using the Search (see Icon in Tool Bar) program in
Document Entry.
History can then be stored in full in Service Manager for that Equipment.
This feature can be particularly useful if items have been previously sold using
Order Entry and you want to now create Equipment records from those sales in
Service Manager.
Auto Serial Numbering

Several new fields have been added to the data base to provide auto serial
numbering options.
Note that this option is not available in this release, but will be available soon
after in a Service Pack.
The new filed will be visible in Model Setup and is called Auto Generate Serial
Numbers.
Available options are:

- None (use standard serial number entry or integration to ACCPAC Serialized
Inventory)
- Set to Equipment Code (The serial number is auto set to the Equipment Code
which is unique)
Training Guide 561

Overview
- Auto Number (an additional field for Next Serial Number appears. Number will
commence from this number and will auto number when used).
This feature can be useful when equipment is not serialized but needs to be
tracked, or where equipment is being built and the resultant master record
requires a serial number. It is also handy where the serial number is not known
but the equipment record needs to be created anyway. In the latter case the
serial number can later be updated as required.
562 Service Manager

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7

Programming by Chris van der Waal

Documentation by Steve Himmelreich

Training Videos by Mark Kornhauser

Copyright 2002 Technisoft Pty Ltd. All rights reserved.

Technisoft Pty Ltd.

No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or

Service Manager for Windows

CAREFULLY READ THE FOLLOWING TERMS AND CONDITIONS BEFORE

INSTALLING ANY SOFTWARE PROGRAMS AVAILABLE ON THIS CD.

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

C. DECOMPILE, REVERSE ASSEMBLE OR OTHERWISE REVERSE ENGINEER OR ATTEMPT TO REVERSE

D. REPRODUCE, DISTRIBUTE OR REVISE THE SOFTWARE;

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

3. TITLE, CONFIDENTIALITY AND RESTRICTIONS

5. LIMITED WARRANTY AND LIMITATION OF LIABILITY

(a) for services supplied by Technisoft, at Technisofts option:

This Software is subject to change without notice.

7. DEFAULT AND TERMINATION

Guide name Index1

Index2 Product name

Guide name Index3

Index4 Product name

Guide name Index5

Index6 Product name

Guide name Index7

Objectives and Expectations

Exercises are presented throughout the guide.

This Guide does not cover Reporting issues.

Service Manager - Setup

Therefore as a rule we generally recommend the following allowance be made

Training of End Users responsible for operating Service Manager on a day to

For example if you started by setting up Workgroups before Employees, you

The suggested path to follow therefore is as follows:

1. V/M General Custom Fields, Class Types, Employees, Services, Job

A full set of digital training tutorials in the form of a compact arrangement of

Bullet Setup Summary

Setup Equipment (includes creating Maintenance Programs and

1. Choose a Custom. Field Type.

Press Accept to insert the field into the Template.

Import/Export functions can speed this process dramatically especially if using

For instance, a Personal Computer may belong to a particular Model Group

Groups and Site Categories.

1. Choose a Class Type.

Class types are allocated in Model records for Model Groups.

Class types are allocated in Fault records for Fault Groups.

Import/Export functions can speed this process dramatically.

Personal and processing options relating to Employees, such as Defaults,

1. Check Employee Custom Fields.

Choose Commission type Sales/Gross Margin for the Employee.

1. Select Add to insert a skill for the Employee.

Employees can be deactivated at any time and another employee can be

It is not necessary to purchase a new Employee License in this case.

It is recommended that you create an Employee in Service Manager for each

Import/Export functions can speed this process dramatically.

Typically allow a couple of minutes per Service assuming all information is

Services include Defaults, Processing Options, General Ledger accounts and

1. Choose a View Type, stay with Base for this eg.

1. Enter a Service code.

3. Select the Add button to insert a Tax Override if applicable.

4. Select Save to add the Service.

Overrides can be set in Phases

Overrides can be set in Job Types

1. Click on Base to add a rate for the Service.