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Remote Tech Admin User Guide

Revised: 02/18/2015 ©2015 ECi Software Solutions, Inc. - All rights reserved

Table of Contents

OVERVIEW ................................................................................................................................................................ 4

LOGGING IN .............................................................................................................................................................. 7

CREATING REMOTE TECH USERS IN E-ADMIN ............................................................................................................ 8

LINKING EMPLOYEES TO E-AUTOMATE USERS ......................................................................................................... 10

CONFIGURING TIME CARD ENTRY............................................................................................................................ 12

CREATING PAYROLL GROUP ................................................................................................................................................... 13 CREATING PAY PERIODS ....................................................................................................................................................... 14 CUSTOMER RECORD ............................................................................................................................................................ 16 ACTIVITY CODE CATEGORIES .................................................................................................................................................. 17 ACTIVITY CODES .................................................................................................................................................................. 20

ON HOLD CODES ..................................................................................................................................................... 22

DELAY CODES .......................................................................................................................................................... 26

SETTING THE REQUIRE DELAY CODE OPTION ............................................................................................................................ 26 CREATING DELAY CODES ....................................................................................................................................................... 28

CONFIGURING SERVICE MANAGERS ........................................................................................................................ 30

MARKING A TECHNICIAN AS A MANAGER ................................................................................................................................. 31 IDENTIFYING SERVICE TECHNICIAN’S MANAGER......................................................................................................................... 32

IDENTIFYING THE UNASSIGNED TECHNICIAN ........................................................................................................... 33

CREATING CUSTOMER ONSITE WAREHOUSES .......................................................................................................... 35

CREATING A CUSTOMER ONSITE WAREHOUSE .......................................................................................................................... 36

INVENTORY ITEM CROSS REFERENCE ....................................................................................................................... 39

CURRENT ITEM NUMBER ...................................................................................................................................................... 40 CURRENT AND HISTORICAL VENDOR NUMBERS ......................................................................................................................... 41

EMAIL AND FAX INVOICE INFO ................................................................................................................................ 42

REMOTE TECH FEATURE ADMINISTRATION ............................................................................................................. 45

ACCESSING FEATURE ADMINISTRATION ................................................................................................................................... 45 ALL TECHS – SINGLE TECH .................................................................................................................................................... 45 ADMINISTRATION ................................................................................................................................................................ 46

Barcoding Support ..................................................................................................................................................... 46 Email Settings ............................................................................................................................................................ 49 RT Administrator ........................................................................................................................................................ 51

CALL CREATION................................................................................................................................................................... 53 Allow Call Create ........................................................................................................................................................ 53 Allow Call Received Time Edit .................................................................................................................................... 55 Allow Unknown Equipment ........................................................................................................................................ 57 Show Call Type ........................................................................................................................................................... 58

INVENTORY MANAGEMENT ................................................................................................................................................... 60 Allow Customer Onsite Warehouse Transfers ............................................................................................................ 60 Allow Field Transfers .................................................................................................................................................. 61


Allow Inventory Requests ........................................................................................................................................... 63 Allow Warehouse Transfers ....................................................................................................................................... 64 Extended Inventory Support ....................................................................................................................................... 68 Extended Warehouse Support ................................................................................................................................... 71

LISTS & CODES ................................................................................................................................................................... 73 Call Types ................................................................................................................................................................... 73 On Hold Codes ............................................................................................................................................................ 76

METER READINGS ............................................................................................................................................................... 80 Allow Live Meter Force ............................................................................................................................................... 80 Show Average Monthly Volume Information ............................................................................................................. 83 Show Last Meter ........................................................................................................................................................ 84 Show Meter Credits .................................................................................................................................................... 86

MISCELLANEOUS ................................................................................................................................................................. 87 Allow Call Reassignment ............................................................................................................................................ 87 Allow Non-manager Call Search ................................................................................................................................ 91 Allow Time Entry ........................................................................................................................................................ 93 Sort Calls by Call Order ............................................................................................................................................... 96 Use Custom List Config ............................................................................................................................................... 98

Options for All technicians ....................................................................................................................................................... 99 Options for Single Technician ................................................................................................................................................. 104

SERVICE CALLS .................................................................................................................................................................. 105 Advanced Labor Options .......................................................................................................................................... 105 Allow Assists ............................................................................................................................................................. 108 Allow Call Type Changes .......................................................................................................................................... 110 Allow Description Edit .............................................................................................................................................. 112 Allow Equipment Replace ........................................................................................................................................ 114 Allow Group View ..................................................................................................................................................... 115 AllowIPAddressEdit .................................................................................................................................................. 117 Allow Labor Edit ....................................................................................................................................................... 119 Allow Linked Parts Delete ........................................................................................................................................ 121 Allow Location Remarks Edit .................................................................................................................................... 123 Allow Mac Address Edit............................................................................................................................................ 125 Allow Quick Labor .................................................................................................................................................... 127 Allow Unknown Materials ........................................................................................................................................ 130 Bypass Meter Reading Requirements ...................................................................................................................... 132 Gather Verification Information ............................................................................................................................... 134 History Settings ........................................................................................................................................................ 137 Line Description Edit................................................................................................................................................. 139 Line Notes Edit ......................................................................................................................................................... 141 Popup Odometers .................................................................................................................................................... 144 Send Service Call Summary ...................................................................................................................................... 145 Show Call Notes ....................................................................................................................................................... 148 Show Item Prices ...................................................................................................................................................... 151 Show PM Information .............................................................................................................................................. 154


Overview The Features area of Remote Tech is where the administrator gives Remote Tech rights to technicians for all the different areas of Remote Tech. As soon as you make any change in the Remote Tech features, Remote Tech automatically saves your changes, no additional effort is necessary from you to save. If your admin made changes in the Features area, while a technician was logged into Remote Tech, the tech must log out and back in for the changes to take effect. How you access the Features area depends on how you login to Remote Tech. Remote Tech offers two different login pages on the web server for users so they can manage and use the system, plogin.aspx and login.aspx. Typically during their service day technicians use the plogin.aspx web page on their smart phone to login and access functionality associated with managing service calls and recording information associated with service calls. The plogin.aspx login page is pictured below.

The login.aspx page is designed to be used by managers, administrators, and technicians with a regular computer and browser. The login.aspx page is pictured below.


Depending on the login credentials of the user logging into the login.aspx page, Remote Tech displays basically two different menus. If the user, “admin” logs in to the login.aspx page, Remote Tech displays two options to administer features and licenses.

If the user is not “admin” and just a regular technician, Remote Tech displays the Remote Tech tools menu allowing the tech to lookup item information, enter technician time entries, review service call lists, create service calls and change their Remote Tech password.


If the technician is an administrative user such as a field manager but not the “admin” user then Remote Tech includes the tools menu plus an additional button, Administer RT that allows the technician to access the feature and license menu.

The features area is accessed through the Administer RT button. When you click [Administer RT] you are redirected to the page with the Features and Licensing options. Click [Features]to be redirected to the Features area. The instructions on how to use the technician’s tools are covered in the Remote Tech Users guide. The intent of this document is to explain the installation and the configuration of the different features available in remote tech.


In addition to configuring the technicians’ rights through the Features area of Remote Tech, there are also few options you must configure in e-automate to make sure the Features options will enable properly.

Logging In In order to administer Remote Tech features you need to login to Remote Tech as an administrator and access the features pages. 1. Contact your system administrator for the URL for your Remote Tech server. In typical

configurations you can access Remote Tech using a similar URL to what follows: http://yourdomain/RTS/login.aspx

2. Open your browser and in the address field, type the URL for the login.aspx Remote Tech web page and press ENTER. Note: If you using Internet Explorer, you can enter the address in the field at the top of the browser, same with Firefox.

3. In the User name field, type admin or your administrative user ID.


4. In the Password field, type the password associated with the User ID you typed. 5. In the Company field, type the name of the e-automate company for which you want to

administer Remote Tech options. 6. Click [Login].

Creating Remote Tech Users in e-admin Before your technicians can login to Remote Tech you must first create a User ID for them in e-admin and then link that User ID to their technician/employee profile in e-automate. You create a user in e-admin or the User Management Utility. Typically, hosted users use the User Management Utility to create e-automate users. An e-automate user offers a User ID, password and can offer permissions associated with e-automate. ECi e-automate best practice recommendation is that users that you create for Remote Tech do not have to have any e-automate rights, they can simply be a user without any rights and an associated password. 1. Do one of the following to access e-automate security.

• If you are a traditional e-automate users with your own server; complete the following to access security.

a. On your e-automate server, click [Start] > Programs > e-automate > e-admin to open the e-admin program.

b. e-admin opens the e-admin login screen. In the Profile field, verify the server to which you will login. If necessary, use the down arrow to select a different profile. Click [OK] to login. Note: e-admin uses Windows authentication to verify your permissions to be in e-admin.

c. From the list of companies displayed, select the company for which you want to create Remote Tech technician logins.

d. From the Company menu, select Edit security...

e. In the Enter Admin Password window enter the company’s administrator

password and click [OK]. e-admin displays the Security window. • If you are a hosted user, complete the following to access security.

a. Login to e-automate, on the Tools menu, select User Management. Note: Hosted users, have the User Management option enabled. Traditional users can enable this option, See e-automate Add-ons, User Management


Utility. You must have administrative rights to access the Security window.

b. E-automate opens the Security window.

2. To add a new e-automate technician user, click [Add…].

The User properties window opens.


3. Enter the appropriate information in the following fields. User ID: Enter the user identifier in which the technician will use to log in to Remote Tech. User name: Enter the name of the technician. Password: Enter the password the technician can user to login to Remote Tech. Confirm password: Enter the password again in the confirm password field.

4. If your technician has already been created in the e-automate employee list, in the Employee/Contractor field use the down arrow and select the employee from the list. If you have not created the employee in e-automate, skip this step and complete Linking Employees to e-automate Users.

5. Click [OK] to save the e-automate user settings. 6. Repeat steps 6 – 9 to add additional users.

Linking Employees to e-automate Users These instructions assume that you already have created employees in your e-automate database for your service technicians. If you have not created service technician employees in your e-automate database, see Creating an Employee/Contractor Record in e-automate help in the People section for detailed instructions. You should only complete these steps if you have already created your service technicians as employees AND have created e-automate users for your technicians in e-admin. 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate

to open the e-automate client program.


Note: You must have appropriate rights to employees to access the people menu. The e-admin right is listed as P/R Employees in e-admin. You should have Create and Edit rights.

2. Enter your User ID, Password and login to e-automate. 3. From the People menu, select Employees/Contractors.

The Employees/Contractors list window opens.

4. From the list of service technician employees, select the service technician and click [Edit] to open the Edit employee window.

5. In the Login user ID field, use the lookup to select the e-automate user ID you created in e-admin. Note: This links the service technician user ID to the employee record, allowing Remote Tech to know the technician’s warehouse and other employee settings.


6. Click [OK] to save your changes.

Configuring Time Card Entry If you want to use the time card entry feature offered through Remote Tech, you will need to complete the following sections to provide for the necessary pre-requisites.

• Creating Pay Periods • Payroll Groups • Activity Codes • Activity Code Categories

In order for the time card entry to work, you must have created and/or configured these areas. The Time Card entry feature allows you to create a company or technician schedule and then when the technicians are working on calls through Remote Tech, it can track their time. When the technician dispatches themselves and arrive at a call, the time card module, logs the time as technician travel time on the time card. From when the technician arrives on the service call until they depart, the time card module logs their time as service labor. The time card module monitors travel and labor time throughout each day logging their time and then allows the technician to categorize and fill in any gaps that occur as well as lunch and breaks through the time card module. The categories available to the technician for gap time are determined by your system administrator and the activity codes they make available to the technicians in Remote Tech.


Creating Payroll group Before you can create a pay period you must first create Payroll Groups to associate with your pay periods. You can organize your employees based on the role they pay in your organization. For example you can create a group for standard repair on your equipment and then a group for specialized repair, like IT repair. Having these groups allows you reporting flags for your payroll expenses and system. 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate

to open the e-automate client program. Note: You must have administrative rights to access Lists and Codes.

2. Enter your User ID, Password and login to e-automate. 3. On the Tools menu, select Lists and Codes.

The Lists and codes window opens.

4. In the Select a list or code type field, use the dropdown menu to select Payroll groups.


5. Click [New] to open the New payroll group window.

6. In the Payroll group field, enter and name for the payroll group. 7. In the Description field, enter a description of the payroll group. 8. Click [OK] to save your pay period.

Creating Pay Periods You use pay periods in conjunction with the Remote Tech Time Card module. You create pay periods so they are available in Remote Tech to technicians when working on service calls in the field and logging their time using Remote Tech. The pay period defines a specific period of time in which the technician can log their time. This time period is typically the same time frame or cycle in which they get paid for the work they provide. The pay period provides a beginning and an end date for which the technician is required to enter


and submit their time. When the technician has recorded time for the bounds defined by the pay period, the technician can submit his or her time for payroll payment. To use the Time Card feature in Remote Tech you must have your pay period defined in e-automate. 1. From the e-automate Tools menu, select Lists and codes.

Note: You must have administrative rights to access Lists and codes.


2. In the Select a list or code type field, use the dropdown menu to select Pay periods.


3. Click [New] to open the New pay period window.

4. In the Payroll group field, use the lookup to select a payroll group to associate with this pay period.

5. In the Pay from field, use the down arrow (calendar control) to select the start of the pay period you are creating.

6. In the Pay to field use the down arrow to select the end date of the pay period. 7. Click [OK] to save your pay period.

Customer Record Once you have the payroll groups and pay periods set up that you want to use for your technicians, you must verify you have the same payroll group you assigned to the pay period also assigned to the technician. Only the pay periods that are assigned the same payroll group as is assigned to the technician will display in Remote Tech.


Activity Code Categories You use Activity code categories to define the rules associated with Activity codes. While you identify an Activity code in e-automate, the Activity code category controls the use of the Activity code. The category tells e-automate and Remote Tech when the activity code associated with the category is available for selection. The settings on the Activity code category also allow e-automate the proper categorization of time on the Time Card Entry report. 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate


2. Enter your User ID, Password and login to e-automate. 3. On the Tools menu, select Lists and codes.



4. In the Select a list or code type field, use the dropdown menu to select Activity C 5. code categories.


6. Click [New] to open the New activity code category window.

7. Enter the appropriate information in the following fields. Activity code category: Name of the Activity code category being created. Description: Brief description of the Activity code category being created. Payroll export code: Code associated with the Activity code that can be used in payroll export. Note: This functionality is intended for a future release of e-automate. Time card entry: When checked, Activity codes categorized with this category can be used in


the Remote Tech time card tool as well as in the e-automate time card entry system. Service calls: When checked, Activity codes with this category can be associated with a service call. Unavailable: When checked, Activity codes associated with this category will be available in the service technician unavailable time. Billable: When checked, Activity codes associated with this category are billable to your customers. Paid time: When checked, Activity codes associated with this category are paid to the technician. Work time: When checked, Activity codes associated with this category are attributed to work time for the technician. Work time is time paid but not necessarily working. Require payroll admin security rights: When checked on the Activity code category and associated with Activity codes, only users with the appropriate security rights can use this Activity code. Bypass meter reading requirement: When checked meter readings associated with this activity code category are not required.

8. Click [OK] to save the Activity code category.

Activity Codes You use Activity codes to define the kinds of activities that technicians can perform on service calls, record on time cards and record as unavailable time on the employee record. The Activity code category associated with the Activity code controls where the Activity code can be used. 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate


2. Enter your User ID, Password and login to e-automate. 3. On the Tools menu, select Lists and codes.



4. In the Select a list or code type field, use the dropdown menu to select Activity codes.


5. Click [New] to open the New activity code window.

6. Enter the appropriate information in the following fields. Activity code: Name of the Activity code being created. Description: Brief description of the Activity code being created. Category: Use the dropdown menu to select the category for this Activity code. The Activity code defines the kinds of activities in e-automate with which you can associate an Activity code. Tax as: Use the Lookup to identify how this activity is taxed.

7. Click [OK] to save the Activity code.

On Hold Codes You can create on-hold codes that can be associated with:


• Sales Orders • Customers • Service Calls • Accounts Payable Invoices • RTV orders • RMA orders When creating the code, you determine where you will be able to use the on hold code. When service calls are on hold you cannot dispatch either in e-automate or Remote Tech. When sales orders or RMA orders are on hold you cannot ship or fulfill. When customers are on hold, all transactions associated with that customer are automatically flagged as on hold. When accounts payable invoices are on hold they are not presented for payment in the Pay Vendors activity. All on-hold codes are created in Lists and Codes. You can associate a reason with each on hold code. The on hold codes that are shipped with e-automate are CH (Credit Hold), WP (Waiting for Parts), PA (Parts Available), BadSync (Bad Data from Remote Client), and WAuth (Waiting Authorization). When creating an on hold code you determine where the on hold code can be used and if the on hold code can be used in Remote Tech by technicians. When you allow Remote Tech use, the on hold code can be set by technicians in the field. You can also determine if the on hold code can be released by technicians in the field. For example, when a call is on hold and waiting for parts and the parts for the call are received, e-automate can change the on hold code from Waiting for Parts to Parts Available when the parts are available. This functionality is only available when users are taking advantage of e-automate’s tools for transaction linking. When the parts are available, it would make sense to allow the technician to release the call from Parts Available so they can complete the call. You can configure on hold codes to be controlled by security rights or not. When an on hold code is controlled by security rights, users must have the right, Set/Release On Hold Transactions, in e-admin security to place and release transactions that are on hold. You can use service on hold codes to recalculate response time from when a call is released from hold to arrival instead of call received to arrival. This is especially needed when calls are on credit hold and you do not want these calls to adversely affect your response time. 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate


2. Enter your User ID, Password and login to e-automate. 3. On the Tools menu, select Lists and Codes.



4. In the Select a list or code type field, use the dropdown menu to select On Hold Codes.


5. Click [New] to open the New on hold code window.

6. Enter the appropriate information in the following fields.


On hold code: Name of the on hold code. Description: Brief description of the on hold code. Make on hold code available in: Sales: When checked, this on hold code can be used on sales orders. Customer: When checked, this on hold code can be associated with a customer. Service: When checked, this on hold code can be used on service calls. Set this hold code in Remote Tech: When checked, this on hold code can be used in Remote Tech by technicians. Release this hold code in Remote Tech: When checked, this on hold code can be released by technicians in the field. Accounts Payable Invoices: When checked, this on hold code can be used to place accounts payable invoices on hold or vendors. RTV orders: When checked, this on hold code can be used to place RTV orders on hold. RMA orders: When checked, this on hold code can be used to place RMA orders on hold. Require security rights to set and release on hold status : When checked, users must have the Set/Release On Hold Transactions right to place and release this on hold code from a transaction. Calculate response time using release date and time: When checked, e-automate uses the release date and time for response time calculations. Note: This removes time spent on hold from the response time calculations.

7. In the Color field click the […] button to select a different color for the On Hold stamp. 8. If you want to include description of your on hold code on the On-hold stamp, check the Add

description to the stamp text checkbox. 9. Click [OK] to save the on hold code.

Delay Codes You can configure Remote Tech to require technicians to supply a delay code when they do not meet the response guidelines identified in e-automate. In order to require these things in remote tech your e-automate administrator must set the option to require a delay code as well as create delay codes for use within Remote Tech.

Setting the Require Delay Code Option 1. From the Tools menu, select Options…


2. On the left side of the Options window, click on Service Calls to display service call options.

3. On the right, click [Additional options…] located at the bottom of the Options window to open the Additional service call options.


4. Check the Require delay code if response time exceeds XX hours checkbox. Enter the number of hours before you require a delay code.

5. Click [OK] to save the additional service calls options. 6. Click [OK] to save and close the Options window. Acknowledge that you must restart e-e-

automate to restart your changes by clicking [OK]. 7. Restart e-automate.

Creating Delay Codes 1. From the Tools menu, select Lists and codes.



2. In the Select a list or code type field, use the drop down menu to select Delay codes.


3. Click [New] to open the New delay code window.

4. In the Delay code field, type the name of the delay code. 5. In the Description field, enter a description of the delay code 6. Click [OK] to save the code for use in Remote Tech.

Configuring Service Managers You can configure employees in e-automate to be flagged as managers. Once an employee is flagged as a manager, you can then specify a manager for other employees. The list of manager employees comes from the list of employees with the Manager field checked. When you flag a service technician as a manager, the service tech could have additional functionality in Remote Tech. The additional functionality is determined by the system administrator and the options set when installing Remote Tech. See Remote Tech Installation Guide. The system administrator can configure Remote Tech to allow call re-assignment only by managers or allow call re-assignment by


any service tech. When only manager call re-assignment is enabled, then only service technicians with the manager flag checked on their employee profile can re-assign service calls. In addition to call re-assignment the system administrator can also configure Remote Tech to only allow technicians that have the manager flag checked allowed to perform service call searches. Remote Tech can allow technicians from Remote Tech to view service calls. Technicians can look at any service call in your system whether they are still open or invoiced. They can filter those calls using a variety of filters. One filter that the technician can use is the Technician filter. When filtering by technician the technician can select a specific individual technician or they can choose technicians in their management group. The filter, Techs in Management Group is a filter that delivers all technicians that share the same manager as the currently logged in technician.

Marking a Technician as a Manager 1. From the People menu, select Employees/Contractors to open the Employees/Contractors

list.

2. From the list of service technician employees, select the service technician you want to flag as a manager and click [Edit] to open the Edit Employee window.

3. Click the Positions tab to bring it forward. 4. Check the Manager checkbox.



Identifying Service Technician’s Manager 1. From within e-automate, select the People menu and select Employees/Contractors.

The Employees/Contractors list displays.

2. To filter your employee list by active technicians, do the following: a. Under QuickSearch, in the field labeled, 1., use the down arrow to select Is Technician. b. In the field adjacent, verify the operator is Equals. c. Verify the radio button, Yes is selected. d. On the unlabeled button on the current QuickSearch row, click the down arrow and

choose AND to display row 2. e. In field, 2., use the down arrow to select Active. f. In the field adjacent, verify the operator is Equals. g. Verify the radio button, Yes is selected. h. Click [Go] to display the list of active technician employees.


3. From the list of active technician employees, select the employee to which you want to assign a manager and click [Edit] to open the Edit employee window.

4. Click the Positions tab to bring it forward. 5. In the Manager field, use the lookup to select this technician’s manager.

6. Click [OK] to save your changes. 7. Repeat steps 3 – 6 to assign additional technician managers.

Identifying the Unassigned Technician e-automate does not have a pre-configured tech as an unassigned technician. You create a technician and identify it to e-automate as the unassigned tech. If you want to allow your technicians to reassign calls to themselves from the unassigned tech or give calls from their list to the unassigned technician you must identify your unassigned technician in administrative options. Create the technician if you do not already have one. If you need assistance, see e-automate help topic, Creating an Employee/Contractor in the People section of help. With the unassigned technician created, use the following instructions to identify the tech as the unassigned technician. 1. From the Tools menu, select Options to open the Options window.


2. In the left pane, select Service Calls to display the Service calls options.


3. On the right, in the Unassigned Technician field, use the Lookup icon to select the technician you created for the unassigned technician.

4. Click [OK] to save your unassigned technician assignment.

Creating Customer Onsite Warehouses With onsite warehouse created and assigned to equipment and customers, you can configure Remote Tech to allow your technicians to transfer items from the customer’s on site warehouse to the technician as needed. Remote Tech only allows a technician to transfer from a customer’s onsite warehouse when the technician is dispatched to a service call with that customer. Remote Tech allows technicians to select any warehouses matching the following criteria when attempting to transfer from a customer onsite warehouse. First it checks to see if the equipment on the service call has a customer onsite warehouse, second, it looks to see if the customer identified in the equipment location field has a customer onsite warehouse; third, it looks to see if the customer identified as a customer on the equipment has an onsite customer warehouse, finally it looks for a customer onsite warehouse associated with the customer on the service call. If you want to allow your technicians to use onsite warehouses, use these instructions to configure a customer onsite warehouse.


You can use the following instructions to create a company onsite warehouse. Once you have identified a company onsite warehouse on the customer record, e-automate will use the warehouse on service calls instead of the technician warehouse. You can remove the customer onsite warehouse from equipment if you do not want it used on service calls in lieu of the technician’s warehouse.

Creating a Customer Onsite Warehouse 1. From the Inventory menu, select Warehouses to open the Inventory warehouses list

window.

2. Click [New] to open the New inventory warehouse window.


3. Complete the following fields as appropriate. Warehouse: Name for the customer onsite warehouse. Description: Brief description of the onsite warehouse. Type: Use the Lookup icon to select Customer Site.

4. Click [OK] to save the warehouse. 5. Click [Customers] on the e-automate toolbar. 6. On the customer list, locate and select the customer for which you created the onsite

warehouse. 7. Click [Edit] to open the Edit customer window. 8. Click the Account tab to bring it forward. 9. In the On-site warehouse field, use the Lookup icon to select the warehouse you created for

this customer.


10. Click [OK] to save the customer changes. 11. From the Inventory menu, select Warehouses.

12. On the warehouse list, locate and select the customer onsite warehouse you just linked to the customer.

13. Click [Edit] to open the Edit inventory warehouse window.


14. In the Customer field, use the Lookup icon to select the customer associated with the warehouse.

15. If the warehouse is physically located at the same address as the customer, check the Synchronize address with customer address checkbox.

16. Select the warehouse you just created from the list and click [Edit] to configure the warehouse. 17. In the Standard bin field, use the down arrow menu to select New. This opens the New

inventory bin window. Enter the information as appropriate. 18. In the Description field, type a brief description of the bin. 19. Click [OK] to save the bin and return to the Edit Inventory Warehouse window.

Note: You can add additional bins as necessary.

Inventory Item Cross Reference When using Remote Tech, technicians can look up information about inventory items in e-automate. To learn information about an item, the technicians can lookup information using a variety of numbers. The following is a list of number that can be used as a lookup in Remote Tech. • Current item number • Current vendor number for the inventory item. • Historical vendor number for the item, one or many. Remote tech allows this flexibility so technicians have a high probability of finding information about inventory items regardless of the item number they use to lookup the information. e-automate expects that technicians in the field may not have the most recent item number but they


may have an equipment manual with a historical number that they can use to lookup the information that they need. If the inventory personnel that use e-automate had populated this information, the technician has a more reasonable expectation of being able to find information about an item while in the field. This instruction set is to identify where the above item numbers are in –automate and how to change or update these numbers.

Current Item Number 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate

to open the e-automate client program. Note: You must have appropriate rights to Inventory access the items list.

2. Enter your User ID, Password and login to e-automate. 3. Click [Items] to open the items list.

4. Select an inventory item from the list and click [Edit] to open the Edit inventory item window. 5. Edit the Item number field if necessary.



Current and Historical Vendor Numbers 1. On an e-automate client computer, click [Start] > Programs > e-automate > e-automate

to open the e-automate client program. Note: You must have appropriate rights to Inventory access the items list.

2. Enter your User ID, Password and login to e-automate. 3. Click [Items] to open the items list. 4. Select an inventory item from the list and click [Edit]. 5. Click the Vendors tab to bring it forward. 6. On the Vendors tab, select the vendor and click [Edit…]. If there is no vendor, you can add a

vendor. For more information on adding a vendor, see Creating an Inventory Item – Part or Supply.

7. In the Vendor item number field, e-automate displays the current vendor number. Change as necessary.

8. e-automate displays a list of historical numbers in the History of vendor item numbers region.

Do one or more of the following: • To remove a historical number, do the following:

a. Select the number to remove. b. Click [Delete].


• To add a new number to the history, do the following: a. In the History of vendor item numbers region, in the Vendor item number field,

enter a historical number that has been used to reference the item. b. Click [QuickAdd] to add your number to the list.

9. Click [OK] to close the Edit item vendor window. 10. Repeat steps 6 – 9 to change information for additional vendors. 11. Click [OK] to save your changes. 12. Repeat steps 4 - 11 to change additional items.

Email and Fax Invoice Info There are occasions when a technician may want to have an invoice for a service call faxed or emailed to a customer or to the technician upon call completion. You use these instructions to prepare the necessary pre-requisites to allow Remote Tech to ask if you want an invoice return to happen when using Remote Tech. Before this functionality can work you must have e-agent up and running on a server with access to analog fax lines (if you plan to use fax) and internet access to your email server and the e-automate database. If you do not have e-agent installed, you can access the installation files on your e-automate server in the e-automate directory you will find a directory called, e-agent Install. Copy the file and take it to the computer on which you intend to run e-gent. For additional setup instruction on e-agent, see e-agent help. From inside e-agent, select the Help menu and select e-agent Help to access help. 1. Install and configure e-agent. Be sure to configure e-agent options located on the Tools menu.

2. With e-agent configured, you are ready to create an e-agent task, click [New] to open the

New Task window.


3. In the Type region, select Auto invoice service calls and click [OK].

The Auto invoice service calls window displays.

4. In the Name field enter an appropriate name to identify the task as the task used to auto return service invoices. Note: All tasks in e-agent must have a unique name.

5. If you only want to process calls from Remote Tech and auto-schedule this task to execute every minute, check the Process requests only from Remote Tech checkbox. Checking this checkbox displays two additional tabs, Email settings and Fax settings allowing technicians in the field using Remote Tech the ability to auto return the service invoices to the customer via fax or email. Note: For this functionality to work you must have email settings configured as well as a fax service installed and running on your e-agent server.


6. If you want the service invoice created to include service invoice details (exact date, time and hours for labor, mileage amounts, and a listing of specific items on the call), check the Show details on service invoice checkbox

7. To prevent e-agent from invoicing service calls that have warnings, check the Do not invoice if warnings exist checkbox.

8. If you are processing requests from Remote Tech only you cannot choose other options associated with this task, You can create a second task to handle other service calls not processed through Remote Tech and set the other options associated with this task.

9. In the Notification email: field, enter the e-mail address(es) of the person or persons you want notified. To notify multiple recipients, separate each e-mail address by a semi-colon or a comma. Use the delimiter associated with your email program. For example, [email protected]; [email protected]; [email protected].

10. Click the Email Settings tab to bring it forward. Note: Be sure to configure both the Email and the Fax tabs.

11. In the E-mail from address field, enter the email address from which you want service invoices emailed. Most email programs will use this email address if the recipient replies to the email. In the Send bcc to field, enter an email address or addresses if you want to send a blind carbon copy of the invoices to a specific email address. If you enter more than one email address be sure to separate each address with an appropriate delimiter, for example, Microsoft Outlook uses the semi-colon.

12. If you want e-agent to pause as it sends service invoices, check the Wait X second(s) before sending each email checkbox and enter the number of seconds you want it to pause.

13. Click the Fax Settings tab to bring it forward. Be sure to configure both the Email and the Fax tabs.

14. In the Fax application region, use the radio buttons to select the appropriate fax sending choice.

15. Fax options changes based on the Fax applications selected. For your specified fax application complete the appropriate options. Note: Cover pages options are not available on all fax application choices. If you want to import your own personal cover page, click [Import personal cover pages]. Use the Open window to navigate to your saved cover page file (.cov), select the file and click [Open]. Select your cover pages as appropriate in the Cover Pages region. Note: Attaching an image is not available on all fax application choices. If you want to attach an image (company logo) to your faxes, click the [...] adjacent to the Attach Image field. Use the Open window to navigate to your saved cover logo file (.bmp, .jpg, .jpeg, .tif, gif), select the file and click [Open].

16. Click [OK] to save your task settings. 17. You should have checked Process requests only from Remote Tech so you do not have the

options of scheduling this task. This task by checking Process requests only from Remote Tech is configured to automatically run every minute.


mailto:[email protected]

Remote Tech Feature Administration

Accessing Feature Administration Click [Features] to administer Remote Tech features.

Note: If you logged in as a Technician administrator, you are required to click [Administer RT] to access the Features button.

All Techs – Single Tech As an administrator when configuring Remote Tech options you can decide if you want to configure each option for a specific tech or you want to configure an option for all technicians. At the top of the feature configuration page, you use the Technician field to determine if you want to configure a feature for a single tech or all technicians. When you have selected All technicians in the Technician field then configure a feature, Remote Tech sets the feature for all technicians in your e-automate database. If you have a specific technician identified in the Technician field, then the feature is only configured for the selected technician.


Administration

Barcoding Support You use this feature to allow your technicians to use third party barcode scanning applications in conjunction with Remote Tech and to configure how the third party applications can be used within Remote Tech. You can determine whether or not you want to require your technicians scan equipment barcodes to arrive to and depart from the service call locations and whether or not you want to allow your technicians to scan equipment barcodes to add materials to a service call. If you require scanning to arrive and depart service calls, your technicians can only scan to arrive and depart. They will not be able to click the arrive and depart buttons. In the Barcoding Support feature you determine which third party applications you want your technicians to be able to use by selecting from predetermined barcode apps or creating a profile for a third party barcode app that is not included by default. You may also edit existing third party apps. You cannot identify and edit third party barcoding applications for individual technicians. The barcoding applications you identify can only be configured for All technicians and those


configurations will apply to all technicians for whom the Barcoding Support feature is enabled.


You can configure the general Barcoding Support feature settings for individual technicians or for All technicians. To configure the general Barcoding Support feature, do the following. 1. From within the features administration

area, click on the BarcodingSupport link, located under the Administration heading, to display available options.

2. From the Technician dropdown menu, select the technician for whom you want to configure

the Barcode Support feature. 3. Check the Enable feature checkbox to enable Barcoding Support for the selected technician. 4. If you are configuring Barcoding Support feature settings for a specific technician (rather than

All technicians), check the Override global settings checkbox. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.

5. If you want to require your technicians scan equipment barcodes to arrive to and depart from service call locations, check the Require scanning to arrive or depart call checkbox. Note: If you require scanning to arrive and depart service calls, your technicisn will not be able to click the arrive and depart buttons. Only one of the arrive and depart methods can be used: either scanning or clicking the buttons.

6. If you want to allow your technicians to scan equipment to add materials to a service call, check the Allow scanning to add materials to call checkbox.


7. To enable any of the barcode applications that are displayed check the checkbox in the Enabled column of the desired barcode application.

Email Settings You use this feature to configure the way Remote Tech handles e-mail. In order for the Send Service Call summary to work, the email settings must be configured. Remote tech has the ability to send a service call summary when the call is completed. The service call summary is generated and sent via email You configure your emails settings to Remote Tech can automatically send the service call summary, if enabled. The settings configured in the Email Settings area, are for All technicians.


To configure the Email Settings feature, do the following. 1. From within the features administration

area, click on the EmailSettings link, located under the Administration heading, to display available options.

2. This feature cannot be configured for specific technicians, so the Technician field and Enable

feature checkbox are disabled.


3. In the SMTP server field, enter the name of the server.

4. In the SMTP port field, enter your e-mail server’s port. If it is an encrypted connection (SSL) the port is usually 25. If you do not know the name of the server you may reference the email settings in e-automate. Go to Tools>Client settings… to open the Client settings window. In the left pane, select Email settings to display the settings options in the right pane. The value in the SMTP port field is the port.

5. If you want to enable an encrypted connection between the webserver and the browser, check the Enable SSL checkbox.

6. In the Send email from field, enter the address you want assigned to email sent from e-info. 7. In the User field, enter the username required for sending emails through your email server. 8. In the Password field, enter the password required for sending emails through your email

server. 9. In the Domain field, enter the email domain. 10. Click [Save Settings] to save your email settings. 11. In the Send test message to field, enter an email address where you want a test email sent. 12. Click [Test Settings] to send a test e-mail to the address identified in step 9.

RT Administrator You use this feature to allow other technicians the ability to administer Remote Tech features. This is usually something reserved for a limited few technicians. These instructions assume you are on the Remote Tech feature configuration page. See Accessing Feature Administration for instructions on how to access the appropriate page.


You cannot configure this feature for All technicians, only individual technicians.

1. From within the features administration

area, click on the RTAdministrator link, located under the Administration heading, to display available options.

2. In the Technician field, use the dropdown menu to select a specific technician. Note: With many of the features you can enable all technicians, with Remote Tech Administrator, you must identify a single tech. You cannot enable all technicians to be administrators.


3. Check the Enable feature checkbox to enable Remote Tech administration permissions for the selected technician.

Call Creation

Allow Call Create You use this feature to allow identified technicians the ability to create service calls for customers using Remote Tech.


1. From within the features administration area, click on the AllowCallCrate link, located under the CallCreation heading, to display available options.

2. In the Technician field, use the dropdown menu to select a specific technician or All technicians. Note: When a specific tech is identified in the Technician field, the feature is configured for just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to create calls using Remote Tech.


Allow Call Received Time Edit You use this feature to configure rights having to do with the service calls’ Call Receive time. You can do the following: • Enable the ability to edit the received time. • Allow or disallow the new time to be later than the current time. • Set a limit for the amount of time between current received time and new time being entered.


1. From within the features administration area, click on the AllowCallCrate link, located under the CallCreation heading, to display available options.

2. In the Technician field, use the dropdown menu to select a specific technician or All

technicians. Note: When a specific tech is identified in the Technician field, the feature is configured for just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to create calls using Remote Tech.

4. If you are configuring Allow Call Create Received Time Edit feature settings for a specific technician (rather than All technicians), check the Override global settings checkbox. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.

5. To allow technicians to enter a time in the Call received field that is later than the current time, check the Allow new time to be later than current time checkbox.

6. To specify a limit on the number of hours a service call can be backdated when a technician edits the Call received field, check the Limit hour span between current and new time to checkbox and enter the number of hours in the provided field.


Allow Unknown Equipment You use this feature to allow identified technicians the ability to have unknown equipment created in the database when the call is invoiced.


area, click on the AllowUnknownEquipment link, located under the CallCreation heading, to display available options.

2. In the Technician field, use the dropdown menu to select a specific technician or All

technicians.


Note: When a specific tech is identified in the Technician field, the feature is configured for just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to create unknown equipment.

Show Call Type You use this feature to allow identified technicians the ability to select a call type from the list of e-automate call types when creating service calls using Remote Tech. This option is only applicable to technicians which are allowed to create service calls.


1. From within the features administration area, click on the ShowCallType link, located under the CallCreation heading, to display available options.

2. In the Technician field, use the drop down menu to select a specific technician or All


3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to select from the e-automate call types when creating a call.


Inventory Management

Allow Customer Onsite Warehouse Transfers You use this feature to allow the identified technician or All technicians the ability to transfer inventory from a customer onsite warehouse to the technician warehouse. Remote Tech only allows the use of onsite customer warehouses when dispatched to a service call and the warehouse is associated with the equipment on the service call, the customer identified in the equipment location field, the equipment customer, or the service call customer.


area, click on the AllowCustomerOnsiteWHTransfers link, located under the InventoryManagement heading, to display available options.


2. In the Technician field, use the drop down menu to select a specific technician or All technicians. Note: When a specific tech is identified in the Technician field, the feature is configured for just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to transfer between customer site warehouses.

Allow Field Transfers You use this feature to allow the identified technician or All technicians the ability to transfer inventory amongst other field enabled technicians and their associated warehouse.


1. From within the features administration area, click on the AllowFieldTransfers link, located under the InventoryManagement heading, to display available options.



3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to transfer inventory in the field with other enabled technicians.


Allow Inventory Requests You use this feature to allow the identified technician or All technicians the ability to submit requests for inventory items destined for the requesting technician’s warehouse.


area, click on the AllowInventoryRequests link, located under the InventoryManagement heading, to display available options.




3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to create inventory requests in e-automate.

Allow Warehouse Transfers You use this option to allow a technician or all technicians the ability to transfer between enabled company warehouses and bins to the technician warehouse. You specify the company warehouses that are allowed as well as the bins within the warehouse that are allow to be used with the field technician. Note: Other warehouse types are not allowed for transfers. For example if you have a fixed asset warehouse, you cannot use that warehouse type in Remote Tech, only company type warehouses.



area, click on the AllowWHTransfers link, located under the InventoryManagement heading, to display available options.


technicians.


Note: When a specific tech is identified in the Technician field, the feature is configured for just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to transfer from their warehouse to the warehouses and bins identified below.

4. If you are configuring Allow Call Create Received Time Edit feature settings for a specific technician (rather than All technicians), check the Override global settings checkbox. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.

5. To add a warehouse, do the following: a. Click [Add].

b. In the Warehouse field, use the drop down menu to identify the warehouse.


c. To enable all bins within the identified warehouse, check Enable all bins.

d. To enable specific bins, click [Enable] adjacent to the bin or bins you want to enable. Repeat for each bin you want enabled.

6. Click [<< Back] to return to the list of enabled warehouses. 7. Repeat step 5 to add any additional warehouses.


8. To remove a warehouse, click [Remove] adjacent to the warehouse you want to remove.

9. To edit the bins enabled in a warehouse, do the following: a. Click [Edit] adjacent to the warehouse containing the bins you want to edit.

b. To enable all bins within the identified warehouse, check Enable all bins. c. To enable specific bins, click [Enable] adjacent to the bin or bins you want to enable.

Repeat for each bin you want enabled. 10. Click [<< Back] to return to the list of enabled warehouses.

Extended Inventory Support In this feature you configure whether or not you want to allow your technicians to add expense items, allow your technicians to add non-inventory items, allow your technicians to pre-order items that are not in stock and configure over allocation settings. When setting over allocation settings you can choose whether or not you want to allow over allocation, and whether or not you want to warn prior to over allocating inventory. The Extended Inventory Support feature is always enabled; you only select which options you want. If you do not configure these settings, your technicians will not be able to over allocate inventory by default.


1. From within the features administration area,

click on the ExtendedInventorySupport link, located under the InventoryManagement heading, to display available options.




3. Check the Enable feature checkbox to enable this feature for the identified technician(s).

4. If you have selected a specific technician for whom you want to identify Extended Inventory Support options, check the Override global settings checkbox.


5. If you want the selected technician(s) to be able to add expense items to service calls, check the Allow expense items checkbox.

6. If you want the selected technician(s) to be able to add non-inventory items to service calls, check the All non-inventory items checkbox.

7. If you want the selected technician(s) to be able to add items that are not in stock or pre-order items, check the Allow pre-ordering of materials checkbox. If checked, the option Needed will display in the Status field dropdown menu when adding materials to a service call.

8. Select one of the over allocation options. The over allocation settings are dependent on the over allocation settings configured in e-automate. If over allocation is not allowed in e-automate, it does not matter what is selected here. • Do not warn before over allocating inventory: When selected, Remote Tech does not

warn prior to over allocating inventory. • Warn before over allocating inventory: When selected, Remote Tech warns prior to

over allocating inventory. • Do not over allocate inventory: When selected, Remote Tech does not allow over

allocation of inventory. 9. Under the Category Information heading, select one of the following.

• Show Service Category: When selected, the service codes assigned to the equipment display in Remote Tech.

• Show Item Category: When selected, the item categories assigned to the equipment display in Remote Tech.

Extended Warehouse Support In this feature you can configure the selected technician(s) to have access to warehouses other than their own. You select which warehouses to which you want them to have access and may also grant them access to the customer on-site warehouses. This feature also allows your technician(s) to use multiple bins from within the technician’s own warehouse. If not enabled, only the technician’s standard bin is available.



click on the ExtendedWarehouseSupport link, located under the InventoryManagement heading, to display available options.


technicians. Note: When a specific tech is identified in the Technician field, the feature is configured for


just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to enable this feature for the identified technician(s). 4. If you have selected a specific technician for whom you want to identify Extended Warehouse

Support options, check the Override global settings checkbox.

5. If you want the selected technician(s) to be able to access the customer on-site warehouse, check the Allow use of customer on-site warehouses checkbox.

6. Check the checkbox next to each warehouse to which you want the selected technician(s) to have access.

Lists & Codes

Call Types In this feature you can select which call types you want your technicians to be able to choose from on either an existing call or when creating a new call.


This feature controls the call types which are available to a technician when using either the ShowCallType feature in the CallCreation section or the AllowCallTypeChange feature in the ServiceCalls section.

Editing a call type of an existing call

Selecting a call type when creating a new call


To configure the Call Types feature, do the following. 1. From within the features administration area,

click on the CallTypes link, located under the Lists&Codes heading, to display available options.






5. Check the box next to each Call Type you want available to the selected technician on existing or new calls.

On Hold Codes You use this feature to give your technicians the ability to put a customer on holder or release them from being on hold. In this feature you can not only give your technicians the ability to set and release a customer’s on-hold status, but you can determine which on hold statuses your technicians are allowed to use when setting and/or releasing the hold status. The statuses allowed for placing technicians on hold can be different than the statuses allowed for releasing a customer from being on hold. For example, you can give Ann the rights to place a customer on hold for only credit hold and waiting for parts, and allow her to release a customer from being on hold for invoice dispute and waiting for authorization.


In the On Hold Codes feature, you also have the ability for the settings you configure here to either be added to the on hold settings that currently exist in your e-automate database or to completely replace the on hold settings for technicians that currently exist in your database.


To configure the On Hold Codes feature, do the following. 1. From within the features administration area,

click on the OnHoldCodes link, located under the Lists&Codes heading, to display available options.






5. To determine which on hold status(es) you want to give your technician(s) permission to set, do the following. a. Click the [X codes] button next to Settable from Remote Tech.

A list of hold codes displays.

b. To give the right to set on hold statuses, click the Enable button next to each status (code) you want the technician(s) to be able to set. Note: To take away the right to set a status, click the Disable button.

c. Click [Back] to return to the settings. d. If you want to add the on hold settings you set here to be added to those that currently

exist in your e-automate database, select Extend e-automate settings. e. If you want to replace the on hold settings that are currently in e-automate with the

settings you configured here, select Replace e-automate settings.

6. To determine which on hold status(es) you want to give your technician(s) permission to release, do the following. a. Click the [X codes] button next to Releasable from Remote Tech.


A list of hold codes displays.

b. To give the right to release on hold statuses, click the Enable button next to each status (code) you want the technician(s) to be able to release. Note: To take away the right to release a status, click the Disable button.

c. Click [Back] to return to the settings. d. If you want to add the on hold settings you set here to be added to those that currently

exist in your e-automate database, select Extend e-automate settings. e. If you want to replace the on hold settings that are currently in e-automate with the

settings you configured here, select Replace e-automate settings.

Meter Readings

Allow Live Meter Force You use this option to allow your field technicians to force meters into e-automate that violate e-automate meter validation rules. Note: If meters are turned off in the e-automate database, all references to meters in Remote Tech are hidden.


1. In e-automate, select Tools > Options… to open the Options window. 2. In the left pane, select Service calls to display Service calls options in the right pane. 3. Check the Allow invalid meter readings on service calls checkbox.


4. From within the features administration area, click on the AllowLiveMeterForce link, located under the MeterReadings heading, to display available options.



6. Check the Enable feature checkbox to enable the identified tech or technicians the ability to force invalidated meters into e-automate.


Show Average Monthly Volume Information You use this option to allow your field technicians the ability to see historical monthly average for each meter in Remote Tech. Note: If meters are turned off in the e-automate database, all references to meters in Remote Tech are hidden.


click on the ShowAvgMonthlyVolumeInfo link, located under the MeterReadings heading, to display available options.





3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to see monthly volume information for metered equipment.

Show Last Meter You use this option to allow your field technicians the ability to the last entered meter when entering meter reading using Remote Tech. Note: If meters are turned off in the e-automate database, all references to meters in Remote Tech are hidden.


1. From within the features administration area, click on the ShowLastMeter link, located under the MeterReadings heading, to display available options.



3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to see the last known meter.


Show Meter Credits You use this option to allow your field technicians the ability to enter meter credits on service calls using Remote Tech. Note: If meters are turned off in the e-automate database, all references to meters in Remote Tech are hidden.


click on the ShowMeterCredits link, located under the MeterReadings heading, to display available options.





3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to enter meter credits.

Miscellaneous

Allow Call Reassignment In this setting you can give your managers and technicians the ability to reassign calls to other technicians. In addition, this setting, also gives you the ability restrict to which technicians calls can be assigned.



click on the AllowCallReassignment link, located under the Miscellaneous heading, to display available options.


2. In the Technician field, use the dropdown menu to select a specific technician or All technicians. Note: When a specific tech is identified in the Technician field, the feature is configured for just the identified technician. When All technicians is identified, the feature is configured for all technicians.

3. Check the Enable feature checkbox to give the identified technician or technicians the ability to reassign calls.

4. You may select from the following options.

• Override global settings: When checked, the settings configured (for this feature) for All

technicians do not apply to the selected technician. • Allow reassignment of on hold codes: When checked, the selected technician has the

ability to reassign service calls that are assigned an on hold status. When unchecked. The selected technician cannot reassign service calls with on hold codes.


• Allow reassignment to/from shared group technicians: When checked, the selected technician has the ability to reassign technicians to and from the technician’s shared groups. Note: The Allow Group View (under the Service Calls heading) must be enabled in order to select this option.

5. If you want the selected technician to be able to reassign calls to and from technicians outside of their shared group, you can select from one of the following options.

• None: When selected, the selected technician cannot reassign calls to or from technicians

that are not in their shared group. • System Unassigned technician: When selected, the selected technician has the ability to

reassign calls to and from the Unassigned technician. • Management team: When selected, the selected technician has the ability to reassign

calls to and from the technicians that have the same manager. • All technicians: When selected, the selected technician has the ability to reassign calls to

and from all active technicians. • Custom: When selected, you can identify specific technicians for which the selected

technician can reassign service calls. To select specific technicians, do the following. a. With the Custom option selected, click the […] button.


A list of all active technicians displays.

b. Click the [Enable] button next to each technician you want the selected technician to be able to reassign.

c. Click the [Back] button to return to the previously displayed options.

Allow Non-manager Call Search You use this option to allow your field technicians the ability to search for service calls when they are not flagged as managers in the e-automate database.



click on the AllowNonManagerCallSearch link, located under the Miscellaneous heading, to display available options.



3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to enter service for service calls even if they are not managers.


Allow Time Entry You use this option to allow your technicians to enter and complete timecard entries recorded in Remote Tech. As your technicians travel and work on service calls, Remote Tech tracks their travel and labor time. Once they have completed all service calls, technicians can use the Time Entry tool to login and identify any time gaps that may have occurred in their time card. For example, if a tech was dispatched to a call at 8:00 AM and arrived at the call at 8:30 AM, Remote Tech would record that time as service travel time. Then, if from 8:30 AM until 9:30 AM the tech works on a service call, Remote Tech records that time as service labor time. If the tech finished the call at 9:30 AM and they did not dispatch themselves to the next call until 9:45 AM then the tech would have a 15 minute gap in their time card. They would, then, use the Time Entry tool to record the gap in time. Once the tech has recorded all time for the pay period, the tech then submits their time card and e-automate records and stores the time card information. The tech can also export the time card information to payroll as well as print detailed reports from time card information. Once the technician has completed their service calls for the day, they can also go into the Time Card Entry tool and record appropriate reasons for gaps in time for the day. With the Allow Time Entry feature, you can not only give your technicians the ability to edit their own timecards, but configure Remote Tech to do the following: • Automatically fill in any gaps that may occur in a technician’s timecard. • Identify the maximum amount of time that Remote Tech can automatically fill. • Identify the activity code you want assigned to the time that was automatically filled by Remote

Tech.



click on the AllowTimeEntry link, located under the Miscellaneous heading, to display available options.





4. If you are configuring the Allow Time Entry feature settings for a specific technician (rather than All technicians), check the Override global settings checkbox. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.

5. If you want Remote Tech to attempt to automatically fill in any gaps in time, using the auto-fill settings you determine, do the following.

a. Check the Assistance filling gaps in time card checkbox. b. If you want to require that the gaps in time be filled for the selected technician before the

technician can be dispatched to a service call, check the Require existing gaps to be filled before dispatch checkbox.

c. In the Maximum gap XX minutes field, enter the maximum number of minutes you want to allow Remote Tech to attempt to fill.


d. In the Activity code field, use the dropdown menu to select the activity code you want assigned to all auto-filled entries.

Sort Calls by Call Order You use this option to allow your dispatcher to control how the identified technician(s) can see service calls; whether they can or cannot see the service calls or in what order the technicians can see the service calls associated with them in e-automate. If this feature is enabled, it overrides the sort definitions defined in the custom.xml file. For information on the custom.xm see the Use Custom List Config section below.


1. From within the features administration area, click on the SortCallByCallOrder link, located under the Miscellaneous heading, to display available options.



3. Check the Enable feature checkbox to give the dispatchers the ability to control how the identified technician(s) can see service calls.


4. If you have identified a single technician and want to configure specific call sorting for that technician do the following:

a. Check the Override global settings checkbox to tell Remote Tech you do not want the

Sort Calls settings that are configured to All technicians assigned to the selected technician. The subsequent checkboxes become active. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.

b. If you want to specify the maximum number of calls the identified technician can see, check the Limit the number of calls technician can see to checkbox and enter the desired number in the provided field.

c. If you want to specify the maximum number of calls the identified technician can edit, check the Limit the number of calls technician can edit to checkbox and enter the desired amount in the provided field.

d. If you want the scheduled calls to display separately from the pending calls for the identified technician, check the Show scheduled calls separately from pending calls checkbox.

e. If you want the identified technician to be able to see service calls that are on hold, check the Show on hold calls checkbox. The Only show on hold calls tech can release checkbox displays. If you want the identified technician to be able to see only on hold calls that the technician can release, check the Only show on hold calls tech can release checkbox.

Use Custom List Config The order that service calls are listed on each technician’s Remote Tech call list as well as the columns that are displayed are controlled by an XML text file, named custom.xml. The call list refers to the main service call list that technicians use to actively work service calls but also the list of service calls that results when a technician searches for service calls using the Call Lists tools. The XML file that controls these lists is located inside the Remote Tech Server\config\lists\ directory. If you want to customize your call lists and call ordering you can modify the custom.xml file to identify the columns and the order in which you want service calls to be displayed. If you want to have a customized call list and call order structure for each technician you can copy the existing custom.xml file to the same directory, rename it and modify it as needed. You can use as many XML files as needed to define your call ordering and column display for your technicians. Be sure if you decide to modify your existing custom.xml file you make a backup of your file in the


event you need to revert back to the original file. If you are creating copies of the custom.xml file for your own technician call sorting and ordering, be sure you know the exact name of the file or files so you can link it to an appropriate technician on the Remote Tech feature configuration page. The custom.xml file identifies the different columns that can be displayed in the Remote Tech call list. Columns that are displayed have the visible parameter set to true and columns that are not displayed have the visible parameter set to false. The order that the columns are displayed in the Remote Tech call list from left to right are displayed from top to bottom, row by row in the XML file. The Remote Tech call list always has the call number as the first column and you cannot change or move it, other columns can be moved or hidden using the custom.xml file. By default, all technicians use the custom.xml file but you can enable the custom list feature and create your own copies of the XML file and use the feature configuration page to move a tech to their own customized list and ordering file. When rearranging column order you must be extremely careful to maintain the structure of the custom.xml file. Should you make a mistake Remote Tech cannot properly display the service call list. Remote Tech by default orders the service calls with the dispatched call at the top of the list and then follows with pending and scheduled calls and then calls that are on hold. You control the order the service calls that are in the pending or scheduled section as well as calls that are in the on hold section by using the sorting parameters in the XML file. You can identify more than one column to be considered in sorting by identifying a sort order in the XML file. Do not add or remove any other settings in the custom.xml file. You can simply change true and false and add sort columns as necessary. Common sort columns have been added in the sorting section for your convenience. If necessary you can add an additional column to suit your business needs. Once your changes are saved the Remote Tech call list is updated based on the parameters identified in the file. Once you have customized the XML file use the following instructions to connect your XML file or files to the appropriate technician. When configuring this feature for All technicians you can also determine which colors you want to use for color coding bill codes assigned to the service call. The colors you assign to the bill codes in this feature, will display for each call on the call list in Remote Tech.

Options for All technicians When configuring this feature for All technicians you can determine which colors you want to use for the bill codes color coding that displays in the BC (Bill Codes) column on the call list in Remote Tech.


Bill Code color coding in Call list

Bill Code color coding on Call Summary

To configure the UseCustomListConfig feature for All technicians, do the following.


1. From within the features administration area, click on the UseCustomListConfig link, located under the Miscellaneous heading, to display available options.

The UseCustomListConfig options display.


2. In the Technician field, use the drop down menu to select All technicians.

3. To associate All technicians with a customized XML file, in the Configuration file name field, enter the configuration file.

4. If you want to use color coding for bill codes and priority calls, check the Use bill code settings and e-automate priority settings call coloration checkbox. Note: The color code settings for priority calls are set up in e-automate.

5. In the Bill code field, use the dropdown menu to select the bill code to which you want to assign a color.

6. Next, you must determine the color you want to associate with the selected bill code using the RGB Color Model. You must enter a decimal value that corresponds to the color you want to use in the Red, Green, and/or Blue fields.

There are several websites you may use to help you figure out what decimal numbers correspond to what colors. For example, you may use: http://www.rapidtables.com/web/color/RGB_Color.htm On this site, you will see the color grid shown below. You simply hover over the color you want to use and the decimal values will display in the Red, Green, and Blue fields outlined in red.


http://www.rapidtables.com/web/color/RGB_Color.htm

7. Click [Add] to add the new bill code color coding. 8. Repeat steps 5 through 7 for each bill to which you want to associate a color. The colors

assigned to bill codes display in the Bill Code grid.

The colors assigned to call priority that are configured in e-automate display in the Priority grid.


Options for Single Technician Settings the UseCustomListConfig feature for an individual technician is different from All technicians in that you cannot set Bill code color coding for individual technicians. To configure UseCustomListConfig settings for a single technician, do the following. 1. From within the features administration area,

click on the UseCustomListConfig link, located under the Miscellaneous heading, to display available options.



3. Check the Enable feature checkbox to enable the feature for the identified tech or technician. 4. If you want to associate the selected technician or All technicians with a customized XML file,

check the Override global settings checkbox and in the Configuration file name field enter the configuration file for the identified tech or All technicians.


5. If you want to use the color coding for bill codes and priority calls, check the Use bill code settings and e-automate priority settings call coloration checkbox. Note: The color code settings for bill codes are set up in this feature when you select All technicians. The color code settings for priority calls are set up in e-automate.

Service Calls

Advanced Labor Options You use this option to allow your technicians to undispatch themselves prior to arrival or upon departure, re-dispatch themselves, or override the arrival and departure times of a labor record that already has time data entered. This last option is particularly useful because e-automate will complete a labor record when edited, otherwise, making it impossible for the technician to add times to their service call.



click on the AdvancedLaborOptions link, located under the ServiceCalls heading, to display available options.




4. Check the Override global settings checkbox to tell Remote Tech you do not want the Advanced Labor Options settings that are configured to All technicians assigned to the selected technician. The subsequent checkboxes become active. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.


5. When Allow undispatching prior to arrival is checked, the selected technician(s) can undispatch themselves from a service call before arriving to that call. Undispatching a call will create a partial labor record, so you must determine how to handle the partial labor records by selecting one of the following.

• Remove partial labor records: When selected, the partial labor record will be

removed from the call. • Complete partial labor records:

When selected, the partial labor record will be completed and remain on the call.

• Replace partial labor records with: When selected, the partial labor record will be removed from the call and replaced with the timecard entry you selected from the dropdown menu.

6. When Undispatch upon departure is checked, the selected technician(s) can click the

[Depart] button to be immediately undispatch themselves without having to complete or reschedule the call.

7. When Allow Re-dispatch to calls is checked, the selected technician(s) can dispatch themselves to a service call that already has an existing labor record.

8. When Allow Re-arrival and Re-departure to calls is checked, the selected technician(s) have the ability to override arrival and departure times that have already been entered on service calls.


Allow Assists You use this option to allow assisting technicians to record their labor and materials when assisting on service calls. You can also give the primary technician on a service call the ability to add assisting technicians to or remove assisting technicians from service calls, and give the assisting technicians the ability to remove themselves. An assisting technician cannot be removed from a service call once the assistant has recorded labor or materials to the call.


click on the AllowAssits link, located under the ServiceCalls heading, to display available options.




4. Check the Override global settings checkbox to tell Remote Tech you do not want the Allow Assists settings that are configured to All technicians assigned to the selected technician. The subsequent checkboxes become active. Note: The Override global settings checkbox is disabled if you are configuring settings for All technicians.

5. When Edit call assistants is checked, the primary technician can add assistants to and remove assistants from service calls, and assistant technicians can remove themselves from service calls.


Note: An assisting technician cannot be removed from a service call once the assistant has recorded labor or materials to the call.

Allow Call Type Changes You use this option to allow your technicians to change the call type on a previously created service call he call type can be edited from the Call Summary by clicking on the Call type link.



click on the AllowCallTypeChange link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to change call types.


Allow Description Edit You use this option to give your technicians the ability to edit the description of the service call.


1. From within the features administration area, click on the AllowDescriptionEdit link, located under the ServiceCalls heading, to display available options.





Allow Equipment Replace You use this option to allow your field technicians the ability replace unknown equipment on service calls with known equipment. You can also replace a known equipment with a different known equipment, if for example, the service call was logged against the wrong equipment.


click on the AllowEquipmentReplace link, located under the ServiceCalls heading, to display available options.




3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to replace equipment.

Allow Group View With this option you can give technicians the ability to view shared groups other than the group to which they belong. The Allow Group View option is dependent on the technician groups that are configured in Remote Service Manager. For more information on configuring technician groups, see the Remote Service Manager documentation.



click on the AllowGroupView link, located under the ServiceCalls heading, to display available options.





3. Check the Enable checkbox to give the identified technician(s) the ability to view shared groups other than the group to which the technician belongs. If the box is left unchecked, the selected technician had access to only the groups to which they belong.

AllowIPAddressEdit In this feature you can configure whether or not you want to give your technicians the ability to edit the IP address through the call summary page of Remote Tech.



click on the AllowIPAddressEdit link, located under the ServiceCalls heading, to display available options.





3. Check the Enable feature checkbox to give the identified technician(s) the ability to enter the equipment IP Address on the call summary page.

Allow Labor Edit You use this option to allow your field technicians the ability to edit their own labor records using Remote Tech. If this feature is enabled the technician(s) can modify the Dispatch, Arrival, and Departure dates and times. If you want to allow your technicians to identify work on service calls by activity codes, you must enable this feature.



click on the AllowLaborEdit link, located under the ServiceCalls heading, to display available options.




3. Check the Enable feature checkbox to give the identified tech or technicians the ability to edit labor records.

4. If you want to give the identified technician(s) permission to edit only their labor records, do the following: a. Check the Override global settings to tell Digital Taskforce you do not want the settings

configured for All technicians assigned to the selected technician. b. Check the Edit own labor only checkbox.

Allow Linked Parts Delete You use this feature to allow technicians to remove parts that are on service calls that are there as a result of a purchase order or transfer order. Removing these parts simply leaves them in the technician’s warehouse.



click on the AllowLinkedPartsDelete link, located under the ServiceCalls heading, to display available options.





3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to delete parts from service calls that are linked to a purchase order or transfer order.

Allow Location Remarks Edit You use this feature to allow your field technicians the ability to modify equipment location remarks associated with equipment records in e-automate.



click on the AllowLocationRemarksEdit link, located under the ServiceCalls heading, to display available options.





3. Check the Enable feature checkbox to enable the identified tech or technicians the ability to edit equipment location remarks.

Allow Mac Address Edit In this feature you can configure whether or not you want to give your technicians the ability to edit the MAC address through the call summary page of Remote Tech.



click on the AllowMACAddressEdit link, located under the ServiceCalls heading, to display available options.





3. Check the Enable feature checkbox to give the identified technician(s) the ability to enter the equipment IP Address on the call summary page.

Allow Quick Labor You use this feature to give your technicians the ability to work on another service call and add labor records without undispatching from the call to which they are currently dispatched. When Allow Quick Labor is enabled, the Quick Labor button is available on the Call Summary page in Remote Tech.



click on the AllowQuickLabor link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to give the identified technician(s) the ability to work on another service call and add labor records without undispatching from the call to which they are currently dispatched.


4. Check the Override global settings to tell Digital Taskforce you do not want the settings configured for All technicians assigned to the selected technician.

5. Select which activity codes you want the selected technician(s) to be able to apply to their quick labor records by clicking the [Enable] button in the Action column of the desired activity code. Note: If you want to disable the activity code click the [Disable] button.


Allow Unknown Materials With this feature you can configure whether or not you want to allow technicians to add materials that cannot be identified by e-automate to a rescheduled call. Generally the material has never been ordered before, and, therefore, is not in the system.


1. From within the features administration area, click on the AllowUnknownMaterials link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to give the identified technician or technicians the ability to add unknown materials to a rescheduled service call.


Bypass Meter Reading Requirements You use this feature to give your technicians the ability to bypass entering meter readings when closing or rescheduling a call, or putting a call on hold. When Bypass Meter Reading Requirements is enabled, the system will use the last valid meter reading instead of the current meter reading that is being entered by the technician.

When giving your technicians the ability to bypass entering meter readings, you can determine for which activity code categories, and problem codes you want your technicians to be able to bypass meter readings.


1. From within the features administration area, click

on the BypassMeterReadingRequirement link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to give the identified technician or technicians the ability to bypass entering meter readings when closing or rescheduling a call, or putting a call on hold.

4. Check the Override global settings to tell Digital Taskforce you do not want the settings configured for All technicians assigned to the selected technician.


5. To determine which activity code categories you want to allow the selected technician(s) to bypass meter readings, do the following.

a. In the Activity Code Categories field, use the dropdown menu to select the desired

activity code. b. If you want the selected technician(s) to be able to bypass meter readings for the selected

activity code category, check the Bypass meter reading requirement checkbox. If you do not want to allow the selected technician to be able to bypass meter readings for the selected activity code, leave the checkbox unchecked.

c. Repeat steps a and b for each activity code category to determine whether or not you want the selected technician(s) to be able to bypass meter readings for each activity code category. Note: Activity code categories with an [X] are those for which the selected technician(s) have the ability to bypass meter readings. Activity code categories with [_] are those for which the selected technician(s) do not have the ability to bypass meter readings.

Gather Verification Information You use this option to configure whether or not you want your technicians to be required to enter specific verification information in order to confirm they arrived at a call location, interacted with the customer, and completed or rescheduled a service call. If verification information is required, the technician must identify the name of the customer employee with whom they interacted, and the customer employee’s answer to one of several verification questions. You can also allow a manual verification which allows the tech to manually verify they have interacted with the customer at any point during the service call. Verification information collected on service calls is date and time stamped and recorded in e-automate in service call notes. You review service call notes to view verification information. If you enable this option for individual technicians you can customize when verification is required and which verification questions you want that technician to answer. When a specific technician is identified in the Technician field, the feature is configured for just that technician. As soon as you


make any changes to the Remote Tech features, Remote Tech automatically saves your changes; no additional effort is necessary for you to save the settings.


click on the GatherVerificationInformation link, located under the ServiceCalls heading, to display available options.




3. Check the Enable feature checkbox to enable or require the identified tech or technicians the ability to gather verification information on service calls.

4. If you have enabled this feature for all technicians, you can override the global settings for an individually selected technician. If you want to customize the settings for an individual technician, check the Override global settings checkbox.

5. If you want to require your technician enters verification information when they arrive to a call location, check the Require verification up Arrival checkbox.

6. If you want to require your technician enters verification information when they complete or reschedule a service call, check the Require verification up Completion/Reschedule checkbox.

7. If you want to allow your technician the ability to manually enter verification information at any time during the service call, check the Allow manual verification entries checkbox.

8. The Option fields display the different verification questions the technician can choose from via a dropdown menu. You may use the default questions that come with Remote Tech, or enter your own questions in the Options fields.


History Settings This feature gives you the ability to determine the maximum number of service calls that you want to display in the service call history for a set amount of previous months for the identified technician(s). For example, you can configure Remote Tech to display the last 10 service calls for the last 2 months.



click on the HistorySettings link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to determine the maximum number of service calls that you want to display in the service call history for a set amount of previous months for the identified technician(s).

4. If you want to customize the settings for individual technicians, check the Override global settings checkbox. Otherwise, the settings you have set for All technicians will apply for the selected individual technician.


5. If you want to specify a maximum number of calls that you want to display in the call history, check the Maximum calls to show checkbox and enter the maximum number in the provided field.

6. If you want to specify how many months’ worth of calls you want to display in the call history, check the Number of previous months of history checkbox and enter the number of pervious months, for which you want call history to display, in the provided field.

Line Description Edit You use this feature to give your technicians the ability to change the text on a material’s description pre-ordering items or rescheduling a call for a needed item.



click on the LineDescriptionEdit link, located under the ServiceCalls heading, to display available options.





3. Check the Enable feature checkbox to give the selected technician(s) the ability to edit a material’s description.

Line Notes Edit You use this feature to give your technicians the ability to add notes on a material at the bin detail level. These notes appear not only in the bin notes on the service call in e-automate, but also on the Inventory Logistics Console.



click on the LineNotesEdit link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to give the selected technician(s) the ability to add notes on materials at the bin level.


Popup Odometers You use this feature to require a tech or technicians to enter vehicle odometer readings when the dispatch to a service call and when they indicate they have arrived at a service call.


click on the PopupOdometers link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to enable the pop up odometer feature and require technicians to identify their odometer readings.

Send Service Call Summary You use this feature to give your technicians the ability to view or email a PDF summary of the details of a service call. This summary can be sent either upon completion of a service call or after the fact for previous calls. If you enable this option for individual technicians you can customize email the call summary email for that technician, specifically the email subject, body and attachment. In addition to making modifications to the subject and the email body, you can modify the XML in the identified XML template, ServiceCallSummary.xslt located in the …\Remote Tech Server\config\xsl directory to include data of you choosing in the summary. You can also modify the stored procedure RT_LoadServiceCallSummary to identify data you want sent with the service call summary. Modifying the XML and the stored procedure is a task for a technically competent employee or an IS professional. When a specific technician is identified in the Technician field, the feature is configured for just that technician. If you select All technicians the settings you configure apply to all technicians. If you have enabled all technicians, you can modify an existing technician’s settings by selecting the technician, clicking Override global settings, and making the appropriate changes. As soon as you make any changes to the Remote Tech features, Remote Tech automatically saves your changes; no additional effort is necessary for you to save the settings.



click on the SendServiceCallSummary link, located under the ServiceCalls heading, to display available options.



3. Check the Enable feature checkbox to allow technicians to send service call summaries. 4. If you have enabled this feature for all technicians, you can override the global settings for an

individually selected technician. If you want to customize the settings for an individual technician, check the Override global settings checkbox.

5. If you want to customize the settings for individual technicians, do the following:

6. In the Email subject field, you may modify the subject as you want it to appear on the service call summary email for the selected technician. If you want the service call number in the subject of the email you must leave the brackets and contained values in place. [@CallNumber]

7. In the Email body field, you may modify the body as you want it to appear on the service call summary email for the selected technician. If you want the service call number in the body of the email you must leave the brackets and contained values in place. [@CallNumber]

8. The Attachment template field, displays the file name of the template used for the service call summary email. The attachment template is created by Digital Gateway. You can use the template as you see fit. Note: If you want to modify the template and the stored procedure, make sure the modification is done by a qualified IS professional.

9. The SQL store procedure field, displays the name of the stored procedure used for the service call summary email. The SQL stored procedure is created by Digital Gateway. You can use the stored procedure as you see fit. Note: If you want to modify the template and the stored procedure, make sure the modification is done by a qualified IS professional.


Show Call Notes You use this feature to give your technicians permission to add, edit, and view all notes relating to service calls. If this option is enabled in Remote Tech it does not override the rights given in e-automate; in e-automate, if the technician is denied the rights to edit notes, they cannot edit notes even if they are given the rights in Remote Tech Features. Rights to notes for e-automate are configured through e-admin. Also, if Help Desk is installed and enabled your technicians will be able to see labor notes and labor remarks even if the ability to edit labor is disabled in Remote Tech Features. If you enable this option, in Remote Tech Features, for All technicians all of your technicians will have the ability to add, edit, and view all service call related notes. If you enable this option for individual technicians you can choose which notes you want available to the selected technician and if you want them to have add, edit, and/or view rights for the selected note type. When a specific technician is identified in the Technician field, the feature is configured for just that technician. As soon as you make any changes to the Remote Tech features, Remote Tech automatically saves your changes; no additional effort is necessary for you to save the settings.



click on the ShowCallNotes link, located under the ServiceCalls heading, to display available options.




4. If you want to customize the settings for individual technicians, check the Override global settings checkbox. If you have selected All technicians in step 3, the Override global settings checkbox is inactive.

5. In the field, use the dropdown menu to select the kind of note you want to configure. You can choose from any of the following: • Call notes • Work order notes • Equipment notes • Model notes • Make notes • Customer notes • Caller contact notes • Contract notes • Technician notes

6. If you want the selected kind of note to display for the identified technician, check the Show notes checkbox and proceed to the next step.

7. If you want the identified technician to be able to edit the primary note of the selected kind of note, check the Edit primary note checkbox.

8. If you want the identified technician to be able to add notes for the selected kind of note, check the Add notes checkbox.


9. If you want the identified technician to be able to edit notes for the selected kind of note, check the Edit notes checkbox.

10. If you want to specify the maximum number of notes that display for the identified technician for the selected kind of note, check the Limit initial notes displayed to checkbox and enter the desired amount in the provided field.

11. There are four different note types for each kind of note: PPN or Prior Primary Note, Even (System Event), Note, and RT Verification (Call verification information from Remote Tech). To determine whether or not you want the different note types to display, do one of the following: • To display all note types, check the Enable all types checkbox. • To display specific note types, Click [Hide] in the Action column of the note type you want

displayed. 12. If you want to continue customizing the call note settings for individual technicians, repeat all

steps for each technician.

Show Item Prices You use this option to give your technicians the ability to view and edit item pricing. When enabled, the item prices display on the item search, service call summary, and on old service calls. The item search displays the item default price, the service call displays the customer’s price, and old calls display the actual item price.



click on the ShowItemPrices link, located under the ServiceCalls heading, to display available options.




4. If you want to customize the settings for individual technicians, check the Override global settings checkbox. If you have selected All technicians in step 3, the Override global settings checkbox is inactive.

5. If you want to allow the selected technician(s) to be able to override an item’s price, check the Edit price checkbox.

6. If you want to allow the selected technician(s) to be able to apply a discount to an item, check the Edit discount checkbox and enter the maximum discount percentage in the Max discount field.

7. If you want to allow the selected technician(s) to mark whether or not the call is billable, check the Edit bill checkbox.


Show PM Information You use this feature to allow your technicians to view PM information and applicable meter reading details for each meter detail on service calls.

When the Show PM Information feature is enabled, the selected technician(s) will be able to view the following information at the bottom of the Call Summary page in Remote Tech. On the call summary, the tech will see: Last PM date Next PM date Last PM display (default meter) Next PM display (default meter) On the meter detail, the tech will see: Last PM display Next PM display



area, click on the ShowPMInformation link, located under the ServiceCalls heading, to display available options.


3. Check the Enable feature checkbox to show PM Information for the selected technician(s).


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