OperaNet – Back Office User Guide
Contents
1. The PCL to PDF will be installed and managed on the OperaNet Server and its operation once setup should be automatic If the PCL system fails the PDA will have trouble synchronising the data it is trying to store See the Troubleshooting section on maintaining the PCL system 7 0 Sending a call to the engineer PDA or web form Once you have configured and created your PDA and OperaNet users then you are ready to send calls to the PDA or OperaNet web forms From the Helpdesk Resource Scheduler or Summary Scheduler schedule the call to one or more engineers as normal NOTE The Activity Type specified in CRM gt Helpdesk gt Set options gt Scheduler Default Activity Type is the one that is used for scheduling purposes If this Activity Type has the Automatically Send Email to Internal Contact option selected then an email informing the engineer of the job will immediately be sent to engineer s email address This is re sent if the schedule is subsequently changed The PDA must be configured to receive email Processing will now commence on the PDA monitor or web form See the PDA Usage Guide for the engineer s view of processing your call IMPORTANT Once an engineer has set the job activity to Accepted the scheduler tools will no longer allow you to move it to another engineer The standard Opera activity form however would allow you to change the owner the engineer This should be avoided Changing owner at this stage w2. E Equipment Contracts Memos Quotes Type Customer Ref Reference Company Name Address Post Code Site Name Country Currency Price List Telephone Facsimile Comments Customer Site Filter 000051 000051 py Pre Job Surveys SENTRY Site Entry Requirement Post Job Surveys EXIT Site Exit Requirements omestic Customers RADFORD ON AVC RADFORD ON AVC Artinn wa aet aooale map Attaching survey to Equipment form E Equipment Register Processing 910 000051 DR JOHNSON s aet streetmap fi N General changes History other components skils amp Disposal Helpdesk List Equipment Ref Model Code RFID Tag Contact Equipment Type Quantity Stock Code Serial No Issue Contract Built On SOP Document Product Type Warranty Expiry 910 WORCESTER 35 50 M524 WORCESTER 35 50 Maintenance Per Item Per Calendar Year Cost 0 00 Last Cost N A cupier Last Charge N A iLE Ci anni Date N A 000051 fr Bs THE amp Survey Requirements 103 UPPE BRADFOR Pre Job Surveys BLR 1 woo045 Post Job Surveys L CP 12CP4EQU Appliance CP 12 CP4 Gas Grond Fl lax ppi 2 CP12CP4HD 7 Call CP 12 CP4 Gas 01 11 20 19 10 20 OIL 3 1 Outstanding Helpdesk Inciden
3. stock Page 10 of 35 5 0 Adding and maintaining users OperaNet User Maintenance The log in information created in this section is common to both OperaNet web forms and PDA devices The users you wish to add must exist as CRM contacts as previously described Select CRM Sales Pipeline Management Utilities OperaNet User Maintenance NOTE If you change or remove a user to re use their PDA you should first ensure the PDA maintenance option Reset Database has been run SernVice Management Helpdesk Manag K OperaNet User Maintenance RichardG RichardG User Name Richard Godson Password Confirm Password Default Company Z I Expires If m E External User Linked To Richard Godson Orion Vehicles Limit me Contact this company only 00000002 Orion Vehides Leasing O3 Tel 01536 495000 ee eS r The fields available and their functions are as follows Login ID This is a unique name that the user will use to log in to a web form or PDA It IS case sensitive 10 characters limit User Name Name you wish to display on OperaNet web forms and PDA Does not affect data and can be anything you like Case sensitive up to 20 characters Confirm Password Enter password again to help avoid typing errors Default Company Denotes the Opera data set this Login ID updates NOTE if a user can receive and post data to more than one company create another Login ID record linked to the corresp
4. Page 31 of 35 If the service test passes but one or several PDA s cannot connect then the same test can be performed on the PDA use the same web address Oa Internet Explorer rang elise a X ef htta 192 168 0 460002 servic v E OrionOperaNet The Following operations are supported For a Formal definition please review the Service Description Available ketums Server availability Execute Execute an sml message using the Full message Format GetErrorLog Request the current error lag Requires Administrator rights If you don t see this screen on the PDA then it simply means that either the PDA cannot connect to the Internet at all try connecting to www google com to test this or it cannot connect to your OperaNet site on your server this is likely to be down to a firewall port permissions issue on your server Contact your network supplier If these tests pass or the web form passes and the PDA side fail then move to the sections below If they fail consider an OperaNet service restart 15 4 Ifthe OperaNet service is running Check the Log files Page 32 of 35 NOTE These log files are only recorded if the logging settings are active in OperaNet This is usually only active during installation and test or set on when problem are experienced The default setting is OFF as storage of the log files carries an overhead OperaNet may have been able to record what the issue actually i
5. documents Genealogy View V Show history Show Ledger Notes 4 uu r Subject Customer requires Quote Price Added A Details Recipient s jsherwood dmpro co uk Subject Customer requires Quote Price Added Email sent automatically by OperaNet Call Reference HDC23899 Engineer Jay Baldwin Subject Customer requires Quote Price Stock Code m Customer 000051 Address THE YEWS 51 UPPER SOUTH WRAXHALL G BRADFORD ON AVON WILTSHIRE BA15 25E Call Details CONDENSE PIPE LEAKING AGAIN FROM ELBOW FOC AS U G NON URGENT i get googie map cl 2 Outstanding show Map et google ma g get streetmap _ View n A AN h mm 1 a oa Fay Ra pn oa d as ea Page 23 of 35 You can double click lines to display images and open the record to view The costing tab on the activity form will display prices part used and other useful data including the billing status of this particular entry 11 2 Helpdesk Activities tab Requests entered on the PDA are shown as activities E MyMobiler E MyMobiler File Edit View Tools SHDM Mobile Medi g Yi lt lt Gi Activity Type PARTS REQUEST bei Description File Edit View Tools HZ SHDM Mobile Medi Yi 4 lt aa Activity Type Customer requires Quote 7 Description PARTS REQUEST Customer requires Quote Price Needs a new Offside Flange Nut for Will need new boiler in near future this b
6. job Kevin must be a member of a Team to be visible on the scheduler If you wish Ryan or another engineer to re attend this call at another time firstly clear the activity assigned to Kevin You can do this from the Helpdesk Call or from the Task List Open the Activity and select Actions Clear Activity and choose an appropriate Outcome Code You can now or later reschedule this call when ready from the Helpdesk Call Resource Scheduler or Summary Scheduler The will effectively create a new job The completed job the cleared activity will still be showing in the Completed section of the PDA monitor but if you chose ACNOACCESS as the Outcome Code these can be filtered from view 9 2 You dont allow Rejection and need to cancel the engineer If the engineer has not yet accepted the job on the PDA then you can remove the job from the engineer either on the Summary Scheduler or the Helpdesk Processing Resource Scheduler Alternatively you can use the Helpdesk Processing Actions Allocate option to return the call to Allocated status This will remove ALL planned activities from the schedulers When the engineer next synchronises the PDA the job will be removed from the job list IMPORTANT NOTE It is possible that the engineer may accept the deleted job on the PDA and start to enter transactions before doing another synchronise If this occurs then they will receive a warning message when attempting to synchronise and any transa
7. Document XML Document XML Document XML Document XML Document XML Document XML Document XML Document XML Document XML Document XML Document XML Document XML Document 7 Ranh m gt Orion_20121005 181355 035 Xml Date modified 05 10 2012 18 13 XML Document Size 387 KB Date created 05 10 2012 18 13 Page 33 of 35 15 6 Ifthe OperaNet service is running is it an individual user problem Can the user log in it may be they just have the name and password wrong Can YOU log in try your own user name and password Step one log in problem or loss of service connection error reported Load your OperaNet web form you will have been given the web address for this ij Orion Application gt YU Login Details User Id RichardG Login Cancel Option 6 Enter your OWN login code and password If you CAN login and select data it tells you that the OperaNet service is still running and connected to Opera Now check the users login and password remember it is case sensitive If it does not work check it is correct via the OperaNet User Maintenance form in Opera Check all details and the CRM contact they are connected to is correct on the form Try login again until details are accepted NOTE if the user is on a PDA the PDA can remember login details It will also remember incorrect ones Ensure a user is retyping and is using the correct case Check t
8. Report 1101 Big Leak 1110 Customer want item Collec 1101 Big Leak PDA User Engineer Ryan Murphy David John Sear Fintan Gregory Larry Futton Mark Johnson Fintan Gregory Ron Mason Frederick Smith Engineer Signature Helpdesk Image Contact Site Bristol Leather Limited Kate Dermot Bristol Leather Limited Kate Dermot Bristol Leather Limited Kate Dermot Bristol Leather Limited Kate Dermot Adams York Office Gordon Smethwick Barto Williams Limited William Williams Adams York Office Gordon Smethwick 00000009 BRI0002 Bristol Leather Limited Leather Works Repo Street Ashton BRISTOL BR5 8TH HELPDESK Ref 1094 Start 12 April 2012 Due 13 April 2012 Kate Dermot Bristol Leather Limited Area A18 Not Steaming Notes Added On 12 04 2012 at 15 49 39 by Richard Godson Notes to call PDA Complete 2 T Automatic Refresh every 60 gt secs Page 19 of 35 9 0 Managing Helpdesk Calls suggested procedures Several scenarios can occur once a call has been scheduled to the PDA All transactions processed via the PDA and web forms are activities to do s in Opera CRM Completed activities become History entries in Opera CRM These PDA entries are exactly the same as entries made manually via Helpdesk Processing gt Action gt Worksheet Entry When managing the transactions sent from the PDA you can examine them from the Helpdesk Call Activities requests or Histor
9. amp synced This is a useful option when the original call does not know specifically the item that has to be worked on the PDA can be used to assign the item e Notes Attach Notes to this call and job e Image Capture Use camera to attach images to this job e Resolution Enter a resolution for the job e Signature Capture the customer engineer signatures for the job e Post Job Surveys Question and answer session after work completes e Pro Forma Invoice Use PDA to produce a pro forma billing document custom layout required e Other Documents Print documents based on job survey data 11 0 Data returned from the PDA Data returned from the PDA will exist in several areas 11 1 Helpdesk History Tab The history tab will display the current data that has been synchronised from the PDA This will be Time Parts Expenses Signatures and Photographs Opera 3 Maxi Jegasus Ope axiwa 4 es x Favourites Financials Supply Chain Management CRM Payroll amp HR Reporting Administration a Contacts 7 Reports 7 d 4 Service Contracts Utilities 7 i r Tasks Maintenance 7 Helpdesk Processing Helpdesk Call HDC23899 000051 DR JOHNSO Ee Company i Other SLA Related Calls List Processing Company General Changes Knowledge Base Sales Owner All mm Dates All Dates x V Show notes amp
10. and on the scheduler as a job for them Display jobs up to You may schedule calls to an engineer as far in the future as you like However it may not be desirable to send jobs that are not due for weeks or even months It could make synchronisation take longer than necessary and increase data usage This setting can be used to control how far in advance jobs are downloaded to the PDA on syncronisation Page 8 of 35 4 0 PDA Optional Back Office Maintenance Coding If you intend to allow Rejection of jobs on the PDA or allow the PDA to place calls on Hold then you may wish to create the following coding in Opera CRM maintenance tables We recommend that you create these even if you do not currently intend to use them 4 1 Activity Outcomes CRM gt Sales Pipeline Management gt Maintenance gt Activity Outcomes Add an Activity Outcome code as follows to represent No Access to the customer site Code ACNOACCESS Descripton No Access Type Activity Ea CRM gt Sales Pipeline Management gt Maintenance gt Activity Outcomes Add a Helpdesk Hold Reason code as follows to represent the Helpdesk call being on hold due to No Access to the customer site Activity Qutcomes HDNOACCESS Description Helpdesk No Access ree E 7 If an engineer completes a job and specifies a hold reason of HDNOACCESS then OperaNet will automatically add the ACNOACCESS outcome code to the acti
11. are activity notes attached to the worksheet entries on the helpdesk call e Working Engineer selects this when they have arrived and wish to start the clock for Working The engineer can add notes at this point These are activity notes attached to the worksheet entries on the helpdesk call e Complete Engineer selects this to complete the job and send the data back to the office Page 22 of 35 10 2 Understanding the PDA Job Screen action menu options e Pre Job Surveys Question and answer session before work commences e Time Manual entry of Time spent e Parts Entry of Parts used e Expenses Entry of Expenses e Requests Requests for Parts and Quotations for items needed on this job e Equipment Register Add and Edit Equipment items PDA can add entirely new items Based on a Model or freehand These will be added to the site equipment list The equipment item is also added to the call itself PDA can edit existing items i e location PDA Site Equipment option An on line option that lists all equipment for the site A tick will appear next to items that are on the call Other items can be added by highlighting amp choosing Menu Add To Job Can only add items which are not on a contract in which case get a warning first or are on the same contract as the call Adding the equipment adds all relevant survey requirements etc Equipment is added to the call in the back office when job is completed
12. e Updates will often stop BUT NOT RESTART Windows services like OperaNet e Updates to Firewalls or Internet services may block OperaNet or the PORT that your server and therefore OperaNet is using to communicate with the outside world Page 30 of 35 Your Internet Service or phone SIM service is suspended OperaNet cannot communicate if you have no phone or Internet service Problem Solving It s best to approach any problem in a logical manner If you get a report from a user PDA or subcontractor on a web form that they cannot log in send data have an error message appearing etc then ask is it just them Is everyone else ok This should help decide if you have a problem relating to a specific user or a system wide issue If it is system wide but was all working ok previously has worked for some time and Opera and OperaNet have not been updated then is it likely to be a problem with OperaNet or is it possible that something else has changed 15 3 Things to check first In ALL cases Check that the OperaNet Service is running First Check the service this using this method In a web browser OR on the PDA web browser attempt to navigate to the URL of the web service for example on the Web http operanet co uk OperaNetServer service asmx replace the operanet co uk part with whatever the address or IP is on your server we recommend saving this to a favourite for future testing once you have it right You s
13. engineer to sync the PDA
14. feat 4 910 WOR _ lone E Time FOC E Expenses FOC 2100 25 i Service Fixed Price Pl Parts FOC Fic a Stock Ref Service Fixed Price Cover From 7 Includes Weekends 1 F Indudes Bank Holidays CoverTo 17 00 Serv Area 08 l rra Description Bervice Fixed Price CONDENSE PIPE LEAKING Planned Work Time FOC AS U G NON URGE Issue Landlords Safety Certificate tame gt a O e View z Pere ier ee Se ee In this case three time entries are shown One is the non chargeable planning time dragged to the scheduler The other two come from the PDA you may wish to adjust these Save and post the worksheets when all is ok 13 0 Results in the billing system As per normal Worksheet Entries transactions from the PDA and OperaNet web form are sent to the billing system in Opera CRM 4 a a o E Worksheet Bi x i DateFrom 01 06 2011 m m 16 06 2012 ki Customer Io al a aee ree OF harge AEM Activity Type Call Type All Call Ref HDC23899 a F Indude Items With Zero Charge Job Type s ses Priority A Docket f Company Cat s Ld Currency Code v PO Number pe oan PEA Resolution Contract Type Produce Document Per Call l m Action TATAR SsOt4uHe PMS Page 27 of 35 13 1 SOP Invoice and document layout Once passed to SOP as Documents these can be progr
15. needs e g Bluetooth printing e Tried and tested mobile platform for Line Of Business applications not just a consumer level smartphone Whilst it is tempting to run this application on the free smartphone you may have been supplied with your airtime contract such devices may not be rugged or reliable enough to be a front line work tool You need to carefully consider the working environment the device must operate in Read the report from the Gartner group here www dmpro co uk products gartnerPDA pdf We recommend that you contact a ruggedized PDA supplier in order to properly explore the options A loan device can often be supplied for evaluation The following are the contact details for a supplier of ruggedized devices Sash Winspear Renovotec UK LLP Business Development Executive Tel 0845 293 0450 Mob 07715121247 SWinspear renovotec com Whitwood Lodge Whitwood Lane Castleford WF10 5QD Page 29 of 35 15 0 Troubleshooting Review the OperaNet System Overview document for an overview of OperaNet connections The following layout shows the components involved in an OperaNet system PDA optional Opera 2 Orion intranet portal GSM 3G Web Forms In brief your server the Windows Server shown above is hosting both Opera data AND the OperaNet server The server component runs on the IIS Internet Information Server installed on your server Your server is connecting to the Internet to trans
16. request parts to be ordered and for quotes to be raised Engineer can add and update Equipment records for customer Engineer completes call may print documents certificates and pro forma invoice Office now has all data reviews and edits if required via worksheet billing Office completes call may raise follow up book revisit etc 10 Office processes call to Worksheet Billing SOP Invoice raised nae aad OO NAM 3 0 Configuring OperaNet OperaNet Set Options The way OperaNet and the PDA operate can be configured from a maintenance form available from CRM gt Sales Pipeline Management gt Utilities gt OperaNet Set Options NOTE If you change these options then current PDA users must be instructed to perform a Download Data on their device to receive any changes LY OperaNet Set Options PDA Download Options Download All Stack Download Stock Linked To Engineer Warehouse Download Stock Linked To Specific Warehouse Warehouse Download Stock In Selected Categories Also Indude Labour Items Categories Activity Types To Download Blank ALL QUOTE SERVAO1 SERVCO1 SERVE01 SERVEO2 SE Job Completion Options Prevent completion of job without Time entry Warn if job completed without Parts entry Time Recording Options Automatically log a time entry between Travelling amp Working Default Travelling Activity Type SERVPLANFH Automatically log a time entry between Working amp
17. the PDA will be disabled to a job on the PDA will be disabled on the PDA will be disabled Register records on the PDA will be disabled will be disabled jobs on the PDA will be disabled Travelling on the PDA will be disabled Download worksheet parts Selecting this option downloads any parts already entered by the back office via worksheet entry or by other engineers to the PDA during synchronisation The engineer can view these via the PDA Parts option to ensure that parts are not double booked and can include them on printed pro forma invoices if required Examples of of possible uses are Where a part for this call has already been delivered to site Where a kit of parts is assumed to be used in for instance ina service It will save the engineer time for the office to pre process these Filter parts selection by customer If this option is ticked then when the engineer searches for Parts on price list the PDA an option will be ticked by default which will restrict the search results to only stock items which are present on the Customer s special price list This is an option only and can be overridden by the engineer Assign rejected jobs back to If PDA rejects the job can either have the scheduled job activity left scheduler as is default of the current engineer or ticking this option will change the planned activity to be the person that scheduled the call so it will now appear in the schedulers task list
18. time is automatically recorded on the PDA for the suspended period On completion the engineer should confirm the amount of time that is to be booked to the jobs concerned This is because suspension is unlikely during the Working phase of a job you should really consider making the job Complete if this is the case and rescheduling the engineer when ready Suspension usually occurs when an engineer has accepted a job as the next one to work on but you change the priority and wish him to suspend in favour of another job The engineer or the back office can adjust and apportion time between any affected jobs as required 10 0 Understanding the PDA Job Screen functions On the PDA Job screen the engineer will be working with the following page tab options e Jobs Shows job states and times with basic call details e Desc Shows description from the call e Notes Shows notes from the call e Site Shows full site address e Equip Shows alist of any associated equipment with serial numbers 10 1 Understanding the PDA Job Screen command button options e Agree Engineer selects this to agree the selected job as the next job to attend e Reject Engineer selects this to reject the selected job for any reason e Suspend Engineer selects this to suspend the current job and move onto another job e Travelling Engineer selects this when they have started Travelling to the job The engineer can add notes at this point These
19. 13 36 12 01 2012 03 22 JE v A HO 15 5 Ifthe OperaNet service is running Check the Exceptions files OperaNet problems may have been recorded in the Exceptions file folder These XML files will be useful to the support team anes v og nn v Burn lt ProgramData gt D Adobe gt jo Apple gt Apple Computer gt go Application Data gt J AVG Secure Search d Babylon i Common Files gt go Desktop 4 i DMPro Software 4 di OperaNet di Exceptions Log Archive di scripts gt gy Documents gt go Favorites gt J 429CAD59 35B1 4DBC BB6D 1DB New folder A Name Date modified Type Orion_20121005 181355 035 Xml Orion_20121005 181355 098 Xml Orion_20120903 155513 911 Xml Orion_20120831 105057 859 Xml Orion_20120829 091732 440 Xml Orion_20120829 091709 961 Xml Orion_20120814 122751 100 Xml Orion_20120814 114944 303 Xml Orion_20120809 121935 504 Xml Orion_20120809 113916 793 Xml Orion_20120809 113402 356 Xml Orion_20120807 181532 598 Xml Orion_20120807 180450 694 Xml Orion_20120807 174835 389 Xml Orion_20120807 125220 951 Xml 05 10 2012 18 13 05 10 2012 18 13 03 09 2012 15 55 31 08 2012 10 50 29 08 2012 09 17 29 08 2012 09 17 14 08 2012 12 27 14 08 2012 11 49 09 08 2012 12 19 09 08 2012 11 39 09 08 2012 11 34 07 08 2012 18 15 07 08 2012 18 04 07 08 2012 17 48 07 08 2012 12 52 XML Document XML Document XML
20. A possible cause is that you may be running not on the Internet but on your own network directly i e you are in the same building as the server network itself An external user on web browser or phone is trying to access via the Internet Your Firewall or settings MAY be blocking this access This scenario usually only occurs after upgrade or maintenance work on the server or Firewall Contact your Reseller Network Provider 15 8 Restarting the OperaNet service as a last resort NOTE Only restart the OperaNet service as a last resort If the service was still running and you stop restart it then ALL others users will now be thrown out of the system and forced to log back in not just the user that you may be currently having a problem with The service runs on your server not on your desktop PC You will need access to your server and to be able to log on as Administrator or a user who has sufficient rights Your reseller may have set up a VPN access to allow you to do this You may also have a batch file set up to Start Stop the service This is often used to allow complete backup of the Opera data or Maintenance This process will also result in the service attempting to restart File Action View Help es E eis Bm gt anup J Services Local Services Local Orion OperaNet Server Name p Description Status Startup Type Log On As Microsoft Softwar Manages so Manual Local Syste S Mozilla Maintena The
21. Complete Default Working Activity Type SERVTO2 Automatically log a time entry based on Scheduled Time Automatc E mail Options Send pro forma to customer contact on job completion BCC List cscrivener dmpro co uk Send details of requests to activity owner storeman Other PDA Options Time Reject Download worksheet parts Parts Suspend Resume E Filter parts selection by customer price list Expenses Travelling Assign rejected jobs back to the scheduler Requests Equipment Register Download jobs up to 24 hours in advance Default 12 Hours Page 6 of 35 The options available and their functions are as follows Stock Download Option This option determines the criteria used to download stock records to the PDA when the engineer runs the Download Data option In order to improve download speeds and engineer usability it is best to limit the stock that is downloaded to the minimum amount possible The options are All Stock The engineers warehouse as defined on the Status tab of the engineer s contact record This will typically be a van warehouse A specific warehouse code enter the warehouse code A selection of stock categories enter the categories required Also Include Labour Items Tick this box if you always wish to download stock items marked as Labour items in addition to the criteria specified above Activity Types To Download You may have many Activity Types defined within Opera C
22. EM ccccccsseccccsecceeeeseceeaeeceeseeeceesenes 25 12 1 Editing the History entries with the Worksheet Entry Option cccccccesecceeeeeeeeeeeeeeeees 25 13 0 Results LMG piling SYSTEM siiin onenen a ia a 26 13 1 SOP Invoice and document layout saci saccssiciccteewek AT GAR ea ees 27 140 PDAS ANG SIMArtDNONGS asina A caus s omedeuie ees 28 15 O TROUDICSIMOOUING erein a Sadness celets Mn dit a a Ata Seat cot Ae 29 15 1 Understanding what you have and how it all CONNECTS ccccceeesccesescceeseceeeseeeeeceeeeeseees 29 15 2 Likely causes OF a service TOSS as6itocaseictoeshaoactcadadccaeansescovansacacanuoesasebe a NRR 29 15 3 Things to check Tilst sro a O A ead ees 30 15 4 If the OperaNet service is running Check the Log files eosssesesseesseensesressrrrsssreresrrrssseen 32 15 5 If the OperaNet service is running Check the Exceptions fil S cccccssecceeeseeeeeeeeeeeees 32 15 6 If the OperaNet service is running is it an individual user ProbleM cccceeeceeeeeeeeeee 33 15 7 If the OperaNet service is running but outside user still cannot connect essees 34 15 8 Restarting the OperaNet service aS a last reSOrt ceesccccesesseecceceeeseeceeeeeeseceseeeeeesess 34 15 9 Managing the PELL PDFECONVEN e coaren A A NA 35 15 10 JODS NOL ADDEALINE ON TNE PDA Teea E A E EA NEA Na 35 Page 4 of 35 1 0 Aims and assumptions in this document At this point your OperaNet s
23. ER m w rw ves a mw Tota ___ 34 93 k ELJAR CSAS 4 VAT 66 97 Go wn S06 oor o on Pom Yo B Yo r a 4 r Tota Inc vaT 41 92 eea a E t gt t i E ee APPLIANCES SAFE TO USE res 1 i e 1 DETAILS COMMENTS Mo OF APPLIANCES TESTED 1 ae Is the gas instalation sate for use Yes Have warming labels Deen affixed Yes bello bs any remedial work reied Yes hi rmt te 3 Tasia akedi vet cube worry Oam Ganan Pee Legian sarare A ap ree thee riai ay eras Pret Nerez int Same Gary Harvey aa Ne toe r tis sal 0 Gee Oste 34 11 21 Fisho Wtereetaret 000s 1008 Calc of Maer Catmvern Page 16 of 35 6 6 Converting PDA printed documents to PDF files stored on the Server You may need to print immediately from the PDA to a mobile Bluetooth printer This is common with documents that must be left at site at the time of visit The PDA document section supports this The PDA prints in a PCL format like any other report the document produced does exist on the server it is created live from PDA data If you want to also store the print as a PDF file that can be both stored against the helpdesk call and later emailed to the customer you will need to purchase and install a PCL to PDF creation tool Once installed you can also print to PDF from the PDA instead of a Bluetooth printer Your options would then be no print print locally store to PDF and both print locally and store
24. L BUNG May Invoice No HDC25640 Regatered Business Detalis Job Address LACOCK ROAD CORSHAM TE HA Date 15 11 2011 RT NRE L Ran ee WILTSHIRE SN13 SHS iati taal A iress 54 HIGH STREET esate a pees aa igs tego ae MANTON MARLBOROUGH WILTSHIRE AVC No 12082 Oyo BREAKDOWN ULTRA CARE LEVER UTAREJ ro Postcode SNS 4HW Tel No 07800 240667 SS eee ee i BOTLER WC 3 GAS CONSI MLA CAPACITY yoursel under pr BURNER vaude pe Postcode Tel No 01249 688340 mega ae ENGINEERS REPORT Fi H tig i 2 ir ig z B L ls the installation gas Hight No aey cul pen vest ios bene ges tape ee Man ass bed LESA he al i Have the correct materiak been used in ihe installation Yes Eea Press EEA j 1s the installation pipework correctly seed Yeo Tmo JA Seige CC hu ont reur roe a oy 2 D Where appropriate nas main electrical crossbonding been camied oul Yes mee i iss J ii 1 a Ateni 12 Lr bpanmion Vessa EHS Ee r GE RT SEE rey Oera coso Js the emergency Control valvel corecti poasilioned accessble Yes Ts the emergency contro velve s labelled Yes lve wie ee ene Carey re baubo Overy Comte Atene PAR tnie pefe oba pa MDAA were ow hewn Yuri ono wate Yeulio teriinetite Proa TelWA eet runt Y aluwe tetehertery Ww oe Yet i am rerchenter pre ect O w 5 5 tm l l t i 2 e baler PA OAS SOGAR w ve rm ves 2 Ye i T gt Gm cater 2 ys GAS GOM
25. Li ar inr Mhanain Cata Tem Pa PoJ Fonol OnE wee mie l beii Meela d Ead Description ani i CONDENSE PIPE LEAKI FOC AS U G NON URGE HELPDESK Ref HDC23899 Start 24 August 2011 CONDENSE PIPE LEAKING AGAIN FROM ELBOW a Added On 18 06 2012 at 14 35 10 by Jay lt ON HOLD Held Awaiting Parts FOC AS U G NON URGENT Baldwin Due 27 August 2011The Occupier Added On 18 06 2012 at 14 27 03 by Jay Baldwin Boiler serviced to schedule Correct Failure Area 08 e 4 Repaired Boiler on site this need tobe replaced _ Peet on am ach be Polen on obec on woe d a cde View m E R r r PT Page 15 of 35 6 5 Example of a survey document printed from the PDA These custom Gas Safety Inspection and Invoice documents have been printed from the Document option on the PDA Multiple documents can be produced including Pro Forma Invoices Extra functionality is also available to store an electronic copy of the completed document on the server this could be sent as email to the customer or even made available as a self service component from the OperaNet portal e ONO HDC25487 P 4 pace z aon r oem wees GAS SAFETY INSPECTION a D ds This fore b sot to be used es o Laretord s Gar Gaiety nour d ard the detale seconded Seen a net confire fet D a gt t Iie maatrtin wen etalon Om a Faghtared Tantak or Pat tor instar sooie ats ba heteg Kopsetven MANSION HOUSE PRE SCHOOL ST PATRICKS SCHOO
26. Mozilla Manual Local Syste Multimedia Class Enables rela Automatic Local Syste Net Driver HPZ12 Automatic Local Service Description Net Tcp Port Shari Provides abi Disabled Local Service de nae near ey SA Netlogon Maintains a Manual Local Syste Network Access P The Networ Manual Network S s Network Connecti Manages o Started Manual Local Syste _ Network List Service Identifies th Started Manual Local Service S Network Location Collects an Started Automatic Network S Network Store Int This service Started Automatic Local Service Stop the service Restart the service Office Source Eng Saves install Manual Local Syste Office Software Pr Office Soft Started Manual Network S Offline Files The Offline Started Automatic Local Syste Orion OperaNet S Provides ac Started Automatic Local Syste Parental Controls This service Manual Local Service s Peer Name Resolu Enables serv Manual Local Service Peer Networking Enables mul Manual Local Service v Peer Networking I Provides ide Manual Local Service Sh Performance Logs Performanc Manual Local Service _ lt cab N Extended Standard Locate the Service and Restart Your reseller should be informed that you had to restart in order for them to assist in understanding why this occurred in the first place Page 35 of 35 15 9 Ma
27. Page 1 of 35 OperaNet Back Office User Guide Using Opera CRM with OperaNet Mobile Service amp Web Portal Version 1 3 Author Chris Scrivener Date 23 October 2012 This document aims to assist potential users and resellers to gain a high level understanding of the methods employed to set up and manage the Pegasus Opera CRM Modules when OperaNet Mobile Service amp OperaNet Web Portal are in use Other useful documents Read in conjunction with the OperaNet Mobile Service Usage Guide if you are a PDA user or field engineer Read in conjunction with the OperaNet System Overview for general OperaNet information Page 2 of 35 Table of Contents 1 0 Aims and assumptions IN this COCUMENL ccccccsssecccceseccccescceceesececsusececeeneceeeeeeceessuecetsunecss 4 20 Why use OperdNe r eener tea eyearsea tease ersnnne cogs EE 4 LL EV EENEI ee A E E eau 4 2 2 Typical Helpdesk Call flow using OPeraNet ccccccssseccccsecccceeseceeeesececseeceeseeeeceseusesetseaeses 5 3 0 Configuring OperaNet OperaNet Set Options cccceeseccccceeseecceeeeeeeceeeeeeeeeceeseeeeeceeeeeeenes 5 4 0 PDA Optional Back Office Maintenance Coding cccscccccssscceceesececeeeceeeeeseceeeueceseuaecetsenes 8 AL ACUVILY OULCOMES sanonu sen revnbicentacniean ave ycha nana eo T 8 A2 ACUVIY TYDES che ea narecenctorcensssen les cchiatearnerseeniaicmaenenunrenshoeaeneiarbonievemsenenberecnbbaeenuinbenninanunt 9 03 Helpaesk User Defin
28. RM For the engineer only the types relevent to his normal working tasks need to be selectable on the PDA such as Time Mileage Part Used etc Select the range of Activity Types that you require Prevent completion of job If this option is ticked engineers will be prevented from completing without Time entry a job as without first booking some time Warn if job completed without If this option is ticked the engineers will be shown a warning Parts entry messageif they attempt to complete a job without first booking some parts Automatically log a time entry If this option is ticked then the engineer will be prompted to choose between Travelling and Working a time based Activity Type amp to confirm the job Travel start time when setting a job to Travelling on the PDA Notes associated with the start of travel can also be entered A timesheet entry will automaticially be created using the selected Activity Type and the Travel start amp finish times Default Travelling Activity Type Sets a default that will be used for any automated Travel entry Automatically log a time entry If this option is ticked then the engineer will be prompted to choose between Working amp Complete a time based Activity Type amp to confirm the job start time when setting a job to Working on the PDA Notes associated with the start of work can also be entered When the engineer sets the job to Completed they will be asked to confirm t
29. can be used to produce reports and print document s i e a test certificate or conformance document Certain types of work may require on site production of documents The PDA is capable of supporting Bluetooth printing and can use a mobile printer See below for examples of a gas boiler inspection certificate using survey data collected on the PDA at time of visit and then printed Almost any layout with colour and graphics can be designed Page 12 of 35 6 1 Defining survey data Survey data is defined from the CRM gt Helpdesk Management gt Maintenance gt Surveys option You can create as many survey structures as you wish CP12CP4E QU Appliance CP12 CP4 Gas Description Call OP12 0P4 Gan CP 12CP4HD Call CP 12 CP4 Gas INVOICEHD Invoice Order Description SOLIDEQU Appliance Solid Fuel Safety f 1 Pipework Satisfactory SOLIDHD Call Solid Fuel Safety 2 ECV Accessible WARNEQU Warning Advice Notice 3 ECV Labelled 4 Satisfactory Gas Tightness 5 Correct Materials Used 6 Protective Bonding Satisfactory 7 Received by 8 Satisfactory Visual Inspection 9 Smoke Alarm Fitted 10 Installation Safe To Use The Survey Question Form K Surveys CP12CP4HD Call CP12 CP4 Gas General List Code CP12CP4HD Description Call CP 12 CP4 Order Description jon Satisfactory Gas Tightness A Y Answer Type Yes No z Display Colour B Answer Len
30. ctions entered will not be posted back to the server 9 3 You instruct the engineer or engineer needs to complete job at the current state The PDA can complete the job at any time once the Working state has been reached with or without collecting data The engineer can just run the Complete option on the PDA At this point the engineer can fill in the Helpdesk Outcome code and optionally place the call on Hold with a reason e g Awaiting Parts So in a scenario where the engineer attended site but could not complete the work as they needed more parts they could complete the job and place the call on Hold with a reason of Awaiting Parts Further text explaining the reason can be entered this is added to the Helpdesk Call notes section Where the engineer could not gain access the Complete option can be used and if a Hold Reason of HDNOACCESS is chosen the PDA will automatically update the job outcome with a code of ACNOACCESS this allows jobs completed In this way to be suppressed in the PDA Monitor as you will probably re assign an Engineer at a later date but the call itself will remain open during this time albeit placed on hold Alternatively you can complete the Helpdesk Call itself and create a follow up Helpdesk Call with a new reference which can later be assigned to an engineer Remember completed calls do not show on the PDA monitor Page 21 of 35 9 4 What happens when PDA Suspends and Resumes No
31. ds a new Offside Flange Nut for this boiler ASAP Location On Site Scheduled For Mike Hammond Contact 1 The Occupier Phone 01225 864325 Company DR LODGE Site THE YEWS 51 UPPER SOUTH WRAXHALL BRADFORD ON AVON WILTSHIRE BA15 2SE Hours Days Weeks p 2 2 Outstanding show Map get google map cl get streetmap View M E oR Be Otwwae PM Page 24 of 35 The CRM Task List shows Requests and Quotes needed Qo Favourites Financials Supply Chain Management CRM Payroll amp HR Reporting Administration a Contacts Reports Service Contracts Utilities 7 amp amp e i Tasks Maintenance 7 i ii Sales Opportunities Utilities Equipment Register Maintenance z z E Reports Company My Tasks Maintenance 7 Project Stock Reports 7 Processing Summary Summary Advanced Mail Utilities Processing Company Processing Processing Scheduler Scheduler Search Merge Sales Pipeline Management Service Management Helpdesk Management E Show deared 7 Show created Show Ledger Scheduled with Item Tye Date amp Time Priority Subject Duration Cost WESTLEA COMMERCIAL The Occu 62095 Planned W 11 8 2011 10 00 AM__ Medium HDC21591 Breakdown 2 Hours orm afen een eS m Subject HDC21591 Breakdown CHECK TO SEE IF HEATING SYSTEM CAN BE ISOLATED FROM THE CARE HOME SIDE WESTLEA O a Schedul
32. e eee weep ig Contacts Reports 7 j wi antrad tiliti i TE Task Maintenance 7 Helpdesk Processing Helpdesk GREJ Jay Baldwin Maxiwarm Ltd mm Account Check SLA Checked Tel 01225 864325 HDC23899 Boiler Type Chk 18 06 2012 THE YEWS 7 a BA15 2SE 910 WORCESTER 35 21400 BAXI ECOTEC Stock Ref Priority Serv Area Talg a Description CONDENSE PIPE LEAKING AGAIN FF FOC AS U G NON URGENT Q 2 outstanding Sona o Page 26 of 35 Any of the entries made can be edited added to or removed Acommon reason to edit is to ensure the Time being charged for is correct as the PDA may be set to record exact time whereas you may wish to round or adjust the value and the way that this is presented to the customer Select Time to view the entries Contacts Reports 7 wi antrad tiliti Z Sel Ta Maintenance 7 amp ev X A seue eoan ee EE Ecredt k 17 06 2012 i Site THE YEWS i 910 WORCESTER 35 50 m Address 51UPPER wend SERVTO1 w _ Service Fixed Price BA15 25E ae Logged By The Occupi 09 50 es Contract Details Tel 01225 7 same cor leat Contract Reference at je Contract Period Contract L nie VAT 4 x Service Level Agreement U CARE1 Equipment Multiple
33. ed Calls List Account Check i The DR LODGE Site Name Occupier StartDate 24 08 2011 PO Number PO23451 a Tel 01225 a6 A m l Ela n Site THE YEWS Address 51 UPPER BRADFORD WILTSHIRE BA15 2SE Logged By theca PDA Survey Results Job amp Date Code Description Type Question M Result 4 HDC23899 OEA cp 12cP4HD Call CP12 CP4 Gas Yes No Pipework Satisfactory Yes Cihat i 16 06 2012 CP12CP4HD Call CP 12 CP4 Gas Yes No ECV Accessible Yes p 3 16 06 2012 CP12CP4HD Call CP12 CP4Gas Yes No ECV Labelled Yes Equipment Multiple r 16 06 2012 CP12CP4HD Call CP12 CP4 Gas Yes No Satisfactory Gas Tightness Yes 910 WOR 16 06 2012 CP12CP4HD Call CP12 CP4 Gas Yes No Correct Materials Used Yes 21400 BA a 3 16 06 2012 CP12CP4HD Call CP12 CP4Gas Yes No Protective Bonding Satisfactory Yes i LA 16 06 2012 CP12CP4HD Call CP12 CP4Gas Character Received by Tenant Stock Ref p 16 06 2012 CP12CP4HD Call CP12 CP4 Gas Character Satisfactory Visual Inspection Good i P 16 06 2012 CP12CP4HD Call CP12 CP4 Gas Yes No Smoke Alarm Fitted Yes _ i ia 16 06 2012 SOLIDHD Call Solid Fuel Safety Yes No Labels Warning Notice Issued Yes Priority Medium 16 06 2012 SOLIDHD Call Solid Fuel Safety Character Remedial Action Taken Checked and sealed leak re ii 16 06 2012 SOLIDHD Call Solid Fuel Safety Yes No Unit Left Working Yes H
34. ed FlClOS siecsccccasccecanseaanasasestocadantneeaancsedenienauecabosadscntesteccsnonssaanioaaumnenoncanees 9 4 4 Time and Parts booking considerations ceeeccccessecccesececeesececeeeecceeeesecessuseceseueceesegeeeetes 9 5 0 Adding and maintaining users OperaNet User Maintenance cccccccssssecsseeeeeeseeeeesseeensess 10 6 0 PDA Surveys coding amp Setup printing COCUMENTMS ccccssscccssececeseceeseeeeesceeeeecetsneeenees 11 Bde DE TITS SUN OVC ale space see seies dctosetatneceeesiete E aaceee dae isweutencenenteceededecenaceneues a 12 6 2 Attaching the surveys to My Company Customers and Equipment ccceeceeeeeseeeeees 13 6 3 How the survey appears On the PDA cssesecsonesscnevssscnesssestoussscuenssscnecusressoussestenessenenes 14 6 4 Back office View Of the survey data cccccccesseccceesececcesecceceusececeenececeeeeeceseusecessuaecessuaceeeeens 14 6 5 Example of a survey document printed from the PDA ccccsssecccceseeceeeseceeeeseceseeeeeeeeees 15 6 6 Converting PDA printed documents to PDF files stored on the Server ccccceeeceeeeeseeeeees 16 7 0 Sending a call to the engineer PDA or web fOr cccccccesseccceeseccecesececeesececeuneceeseeseeetsuneees 16 yj POA GIONE eee ee ne eee ee nee ee eee ee ee 16 7 2 When does data return from the PDA cccccccssssesseecccceceeeeeeeeccceessaeesseeeceeeessaaeaseeceeeesaaas 17 S0 cg DY M gg 2 g
35. ed For Jeff Bourne Contact 1 The Occupier Company WESTLEA COMMERCIAL Site MARDEN COURT CALNE WILTSHIRE Contact 2 Danielle Godridge Company WESTLEA HOUSING ASSOC LTD GD Site METHUEN PARK BATH ROAD CHIPPENHAM WILTSHIRE SN14 OGU Helpdesk Call HDC21591 Breakdown CHECK TO SEE IF HEATING SYSTEM CAN BE ISOLATED FROM THE CARE HOME SIDE WESTLEA OWN 1 SIDE WHICH IS EMPTY OTHER SIDE IS OWNED BY A CARE HOME MARDEN COURT CALNE WILTSHIRE uicina IAs NwNOeEOoO2Zlie EYTYErEHI EN 11 3 Helpdesk Call Notes added on the PDA Notes refers to two different entry types on the PDA and in SHDM itself PDA Action menu Notes adds test to the helpdesk call front screen in a date time user stamped format i e Description Notes Resolution Reactive Call for Boiler Repair a Added On 23 10 2012 at 09 33 20 by Jay Baldwin notes from PDA gt _ Gag ae PDA Actions like Travel Work Time Parts Expenses add text to the Activities worksheet entries that are associated with the call They can be viewed under History or in Worksheet entry Helpdesk Processing Helpdesk Cal HDC26501 00000001 SHA Owner All Dates All Dates Shove notes amp docu Show history Date amp Time Type SERVTOS Hourly Charge Subject Hourly Charge Lo e z u a MSSansSen le a Fitted new seals and c
36. erver and all web connections should be installed and operational The OperaNet Windows Service should be running To operate effectively and be reasonably self sufficient you will need an understanding of how to manage the technologies involved at a very rudimentary level This document aims to provide you with the basic knowledge to configure the system amp understand and solve most issues without recourse to your reseller support team It is assumed that the Pegasus Opera CRM modules have been installed amp are operational You will need to have created CRM contacts in Opera both Internal staff and private contractors who work for you and supplier sub contract contacts who will need an OperaNet login Whilst your own staff may be supplied PDA s suppliers who perform sub contract work can be allowed to receive enter data and complete their work via OperaNet web forms if required Important reminder Remember the key terminology used in the system A call refers to a Helpdesk Call calls are not completed by the PDA this is a back office function A job refers to the engineer activity scheduled to the PDA When an engineer marks a job as completed it is this activity that is marked as cleared NOT the call i e they are saying they have finished their part in this call You may have scheduled several engineers to one call and only one has finished today the others and the call itself are still working Completed jobs appear on
37. essed to Invoices The transaction can be formatted in SOP document layouts to include items like Time and Signatures Your Pegasus reseller can adjust document layouts to incorporate Helpdesk data k Unit 3 Telephone 01223 564788 Hiqh St FAX Corsham Wilts SN13 OHF INVOICE TO 300051 DELIVER TO DR JOHNSON DR LODGE Hiscement THE BOWERS THE YEWS HD007327 103 UPPER SOUTH WRAXHALL 51 UPPER SOUTH WRAXHALL Date 16 06 2012 BRADFORD ON AVON BRADFORD ON AVON Customer Ref PO23451 WILTSHIRE WILTSHIRE i BA15 2SE BA15 2SE Shaun Gibbs Description Line Value Added On 18 06 2012 at 14 35 10 by Jay Baldwin Boiler serviced toschedule 000069 Ideal Pilot Injector 0005140225 EOGB Lead 1 1 1 0009C1R01011 0 Ravenheat 1 BSP Pump 1 0013030113 EOGB Air Damper Plate 10 Minutes Issue Landlords Safety Certificate mla tot gt rij oo l AS asoro Isaza wer as Page 28 of 35 14 0 PDAs and Smartphones This solution runs on the Windows Embedded Handheld platform previously known as Windows Mobile 6 5 This platform is available on a range of smartphones and most importantly ruggedized PDA devices We are constantly evaluating the marketplace and have other platforms such as Android Windows 8 and Apple IOS under consideration The factors that influence this are e Availability on ruggedized devices nearly all of these are currently built on Windows Embedded Handheld e Availability of the functions this application
38. gth 3 Answer Decimals Lookup Values m Unique Reference DM4 PDF The fields available and their functions are as follows o E O Number of decimal places if numeric Lookup Values You can input a list of possible answers separated by commas The engineer can then choose the answer from a list of these values Unique Reference A unique reference used for print order or coding PDF Specifies a PDF document that can be associated with the survey question For bespoke use Display Colour Specifies a background colour that the question will be highlighted in when displayed on the PDA Page 13 of 35 6 2 Attaching the surveys to My Company Customers and Equipment Once defined the surveys can be attached to My Company Customer or Equipment records This means that when a Helpdesk Call is raised the PDA will automatically be sent the relevant survey instructions Surveys are attached via the Action button on the My Company Customer and Equipment forms Surveys attached to the My Company record will appear on every job for every customer Surveys attached to Equipment Model records will appear on every job which includes Equipment that is based on that Model Attaching survey to Customer form Company Processing 000051 DR JOHNSON General Changes Other Contacts Activities Opportunities History Helpdesk
39. he job finish time A timesheet entry will automaticially be created using the selected Activity Type and the job start amp finish times The engineer can still record additional manual timesheet entries for the job if required Default Working Activity Type Sets a default that will be used for any automated Workl entry Automatically log a time entry If this option is ticked then a timesheet entry will automatically be based on Scheduled Time created on the PDA for each job with the start amp end times the same as the scheduled start amp end times The engineer must use the Time Page 7 of 35 entry on the PDA to edit this entry and choose an Activity Type They can also optionally adjust the start amp finish times amp record additional manual timesheet entries for the job if required Send pro Forma to Customer If you print from the PDA PCL to PDF printer option needed Contact on Job Completion OperaNet can auto email this document to customer contact email Email Body Text Allow default text for email body to be defined applies to automated email sent from the system BCC List A BCC email list used to blind copy the OperaNet emails to Send details of requests to When PDA creates a Request a backup email is sent to notify the activity owner person that they have a new task in SPM If this option is un ticked then the option to book Time entries to a job on the PDA will be disabled Time job on
40. he job will be moving through the stages Accepted or Rejected Travelling Working and Complete A PDA user may also Suspend a job in favour of another and Resume it again at a later point The PDA monitor can automatically or manually refresh The branches against each stage can be expanded or collapsed Placing a cursor on any item will display job and call data Double clicking on an item will open the related Helpdesk Call form Once a job reaches the Complete stage you may wish to open the Helpdesk Call to check and validate the data returned from the PDA make any adjustments add Notes and complete the Helpdesk Call The next stage would be billing amp processing stock movements If you have more than one PDA assigned to this call then you may need to wait until they have all completed before progressing further Information on managing calls set to Hold Rejected and Suspended jobs is given in the PDA Managing Helpdesk Calls section later in this document The PDA Monitor Screen PDA Monitor a Hold Status an x Job Type s Company Cat s Date 15 06 2012 15 06 2012 15 06 2012 15 06 2012 15 06 2012 14 06 2012 15 06 2012 Date 12 04 2012 12 04 2012 12 04 2012 Richard Godson Richard Godson Richard Godson PDA Status Description 1099 Investigate amp Report 1094 Not Steaming 1094 Not Steaming 1099 Investigate amp
41. hecked condition Leak test carried out and completed 75 Hourly Charge 16 11 non Subject Hourly Charge Details Hourhr Charge Cost 1 17 Charge 1 60 or e a Page 25 of 35 12 0 Editing transactions with the Worksheet Entry system The transactions will arrive from the PDA into the Helpdesk History tab r y Favourites Financials Supply Chain Management CRM Payroll amp HR Reporting Administration a Contacts z Reports r a Service Contracts Utilities P i Tasks Maintenance Show notes amp documents Genealogy View Show history Show Ledger Notes Subject Customer requires Quote Price Added Details Recipient s jsherwood dmpro co uk Subject Customer requires Quote Price Added Email sent automatically by OperaNet Call Reference HDC23899 Engineer Jay Baldwin Subject Customer requires Quote Price Stock Code Customer 000051 Address THE YEWS 51 UPPER SOUTH WRAXHALL BRADFORD ON AVON WILTSHIRE BA15 25E Call Details CONDENSE PIPE LEAKING AGAIN FROM ELBOW FOC AS U G NON URGENT 2 outstanand sowie leu O OUHGO2Z SSO4HH PRS 12 1 Editing the History entries with the Worksheet Entry option To edit entries from the PDA choose Helpdesk Processing gt Actions gt Worksheets Ensure engineer and date are correct and tick the Amend Existing Worksheet Entries box ica ye
42. heir user login works on your web form If it works there it should work onthe PDA On the PDA get the user to test the validity of the connection via the PDA Menu Configuration This will have the web address of your Server Test Connection It needs to return Connection ok E MyMobiler Synchronise Schedule Knowledge Customers Search Download Upload Data Images EN Configuration Maintenance bo Sa File Edit View Tools 2 SHDM Mobile Medi g Yi lt lt aa 32 WB Jobs re E MyMobiler ane js File Edit View Tools JE Beer e Vit a OperaNet Domain IP 192 168 0 2 Test Connection User Id RichardG Password TE MMobier 0 uaa E MyMobiler se File Edit View Tools 2 Configuration Pa i u OperaNet Domain IP 192 168 0 ok rRe a E Password Page 34 of 35 If it does not return OK but YOU can log in from web forms then The address in the PDA connection bar OperaNet Domain IP is wrong has anything changed on phone or server The phone has no SIM signal or data service this is an airtime issue Your web access from outside is being blocked has your server or firewall changed Correct mistakes and try again Contact support for Firewall Internet issues 15 7 Ifthe OperaNet service is running but outside user still cannot connect The service is running you can log in on a web form even using their details but they can t
43. hould see a screen similar to the one below Firefox b r amp gt i www operanet co uk operanetserver senvice asmx m OrionOperaNet Web Service m E bya OrionOperaNet The following operations are supported For a formal definition please review the Service Description Available Returns Server availability Execute Execute an xml message using the full message format GetErrorLog Request the current error log Requires Administrator rights ReportError Report a client error Request Shortened message format for use on authenticated sessions Session One way request to keep OperaNet session alive Timestamp Returns the current server date and time If the above screen appears then the OperaNet service is Running Choose Available and select Invoke You should receive a response like this Firefox r 4 r re A le if operanet co uk OperaWetServer service asmx Available Seek CRADIORRGE ii OrionOperaNet Web Service i OrionOperaNet Web Service x ii http operanet co 1 This XML file does not appear to have any style information associated with it The document tree is she lt Available gt tue Available gt In this case the problem is unlikely to be with the OperaNet service and there should be no need to re start it Any attempt to do so will risk losing unsaved data and creating errors for other users
44. les gaeneerrerer rere sree errr cemeteries ere Pr rere ey crear erect e areer rrr eee renee rere rere 18 9 0 Managing Helpdesk Calls suggested Procedures cccccescccssecccesesceeeesecenesseusceseueceseuecenseeeeeens 19 9 1 Engineer rejects cdllon PDA eee ee nent re ne nC oe ne ere nee ee 19 9 2 You don t allow Rejection and need to cancel the engineer cceeecccessseceeeeseeeeeeseceeeeees 20 9 3 You instruct the engineer or engineer needs to complete job at the current state 20 9 4 What happens when PDA Suspends and RESUMES ccccccsssccecesseceeeesececeeeeceeseeseeetsuneceeseees 21 10 0 Understanding the PDA Job Screen FUNCTIONS cccccessscccesssececeesecceceeeceeeeesecesaeaeceseuneceesenes 21 10 1 Understanding the PDA Job Screen command button options ccccceeseceeeeeeeeeeeeneeeees 21 10 2 Understanding the PDA Job Screen action MENU OPTIONS cccccecseseeeceeseceeeeeceeeeeseeeees 22 Page 3 of 35 11 0 Data returned from the PDA venceysdceseceaciensdpsavevetedivces tyavsavedepsuasidesevcnelpdensy dvedvenaleasns de deueeannbeanevees 22 Dl VCIDOLCSK FISLOLY aD sivestsicuntyate a eecit ate te yestanass OE 22 112 HEI DO ESK ACHIVITICS tI Dre cat alts caine Moult a ceneu leaden t adeuutallgubl AN 23 11 3 Helpdesk Call Notes added on the PDA cccccessccccesececcesecceeeesececausececeueeceeseneceesegeeeetas 24 12 0 Editing transactions with the Worksheet Entry SYSt
45. mit and receive data Your server will be using something called a port to handle data coming in and out 15 1 Understanding what you have and how it all connects The important point here is that your server must be running the components on it must be running and your server must have an Internet connection that will allow both the receipt and transmission of data So if it was working and suddenly doesn t then it is highly likely that one of these has changed 15 2 Likely causes of a service loss First what is not working Is this just one PDA that cannot connect or all users Can YOU connect via your web form We are trying to ascertain if this is this just a problem with one PDA or has your server stopped communicating Procedures below will help establish to what level the problem exists Establishing this will save you calls to support and time You may even be able to solve the issue internally Many users have a third party responsible for maintaining their server and network including Internet and Firewall connections It may not be your Opera Reseller These third parties may apply updates to the network without any consideration to the services such as OperaNet that use them Likely causes for service disruption are as follows An update has occurred Windows Server update Firewall Update Opera Update OperaNet Update e Some updates may be applied automatically by Microsoft You need to be aware of these
46. naging the PCL to PDF converter The Page Technology Marketing toolkit is found in Control Panel on the Server and can be uninstalled reinstalled if needed Usually called PCLTSDK Your support team will advise if this is required in the event of a failure The PCL Setup program should be run with its default settings and directories Once Installed you may need to change the conversion batch file as the file paths have the version number as part of them This file is called Xform bat and resides in X ProgramData DMPro Software OperaNet scripts 15 10 Jobs not appearing on the PDA If you have scheduled calls to a PDA Helpdesk Resource Scheduler and the engineer says he does not have the job on the PDA check the following Are you sure PDA has been synchronised Can you see the job in the Resource scheduler for that engineer Is the date and time correct on the engineers PDA Your OperaNet configuration screen is specifying how far in advance jobs are sent to the PDA even if date time are correct is the job within these limits all jobs in the past are sent but future obeys the hours set Helpdesk calls marked as Completed are NOT sent to the PDA even if on the schedule Check the scheduled activity itself Helpdesk Activity Tab activities marked as Completed or Rejected are NOT sent to the PDA As a last resort return the helpdesk call to Allocated status Helpdesk Action Menu and schedule again then get
47. ned Work Time Scheduler P Scheduled with cubject 1099 vestigate amp Report icia Bristol Leather Limited Kate Dermot 466 B z U ase MS Sans Serif 14 E Bir k x B 8 amp 9 o I was unable to gain entry at this time bi Subject 1099 Investigate amp Report Contact Kate Dermot Bristol Leather Limited Scheduled For Ryan Murphy Orion thampton L Scheduled For Ryan Murphy Le r L J Sa Contact 1 Kate Dermot Phone 01204 565654 Tel 01204 565656 Fax 01204 212345 me Tel 01536 495000 Mob 0677 432 a 7 Helpdesk Call 1099 Investigate amp Report Leat Email 33455 X Email Ryan ovl co uk g me Start 15 06 2012 i 04 48 Scheduled On 14 06 2012 03 07 49 PM 15 06 2012 m 15 12 cas By Kevin McAlister Orion Vehicles Limite 10 Hours and 24 Minutes Cleared On if lt lt M a EE Status Rejected x Outcome a Ree Murphy Reminder before start 15 20 15 06 2012 3 v R Re Ty Bz i a Page 20 of 35 What could the office or Kevin do now This depends on how you wish to handle this scenario Firstly as the PDA has Rejected the job all the options for this job on the PDA will have been deactivated Ryan cannot perform any further actions on this job If you were to examine the Scheduler this call is no longer with Ryan it has moved to Kevin who is the original scheduler of the
48. ob status e g Engineer sets the job to Working This updates the status of the current job and call It will also send back any Notes from the PDA This update is optional the engineer will be asked if a back office update is required When adding a Note This update is optional the engineer will be asked if a back office update is required Opera requires that you refresh the call screen before notes are visible Upon completion of job All transactions survey data and signatures are sent This update is optional the engineer will be asked if a back office update is required Synchronise option Any unsent transactions remaining from previously processed jobs are sent to the back office and new jobs collected from the back office Upload Images option Photographs can be large ensure you set the resolution on the camera to the optimal size we separate the function of sending job related images so that engineer can choose to send these when the PDA has the best signal available or is connected via WI FI or a USB connection PDA Printed Documents If you are printing from the PDA and are using the optional PCL to PDF converter these documents are sent to the back office during synchronisation Page 18 of 35 8 0 PDA monitor CRM gt Helpdesk gt Tasks gt PDA Monitor The PDA monitor provides a way for you to see what stage each job and PDA are currently set to As a PDA user sends information to Opera t
49. oiler ASAP temporay repair only please quot Stock Code Stock Code Quantity 1 i Quantity 1 fale C Quotation Required Quotation Required These activities will also appear in the Task List for the specified owner NOTE a PDA request activity sets the owner to the default user specified on the Activity Type i e if an Activity Type has been created for Parts Request with a default owner of your stores person then the PDA request will be assigned to the stores person and appear in their Task List This also applies for Quote requests sent to sales Refer to CRM Activity Types in your Opera system OperaNet Configuration options also allow these entries to be emailed to the relevant person The Helpdesk Activity Tab Contacts 7 Reports 7 Service Contracts Utilities la P EN _ Tasks _ Maintenance 7 6 Helpdesk Processing Helpdesk Call HDC23899 000051 DR JOHNSON n een l Y General Changes Knowledge Base Activities History Other SLA Related Calls List SE comer Hal ku Dates Al Dates Type all E Show created Total Cost Of Displayed Items 0 00 J item type __Date amp Time 175328 PARTS RE 18 6 2012 9 00 AM Medium PARTS REQUEST 0 10 Minu 0 00 IN Scheduled With DR LODGE The Occupier Period 4 alin Quantity Required 0 00 Quotation Required No Subject PARTS REQUEST Notes Nee
50. onding data set Multi company use must also have been configured in the installation Multi company use DOES affect the usage costs of running OperaNet it counts Login ID s extended by changing this date Blank to never expire if ticked allows selection of a prospect customer supplier contact Linked to contact this company Based on the above flag allows you to choose the CRM contact this only Login ID relates to Page 11 of 35 6 0 PDA Surveys coding amp setup printing documents The PDA is able to collect data in the form of question and answer sessions We use the term Survey for this but it can be considered as health and safety test results performance figures in fact any additional data that you wish the engineer to collect Survey structures can be designed and attached to My Company Customers and Equipment records Since the PDA knows both the customer and the equipment referred to on a call it can ensure the correct data is collected Multiple surveys can be run against any call For example your customer may require that the engineer signs in at the gatehouse on arrival this is called a pre job survey and then having carried out the work collect data on the equipment this is called a post job survey Surveys and any of their individual questions can be made mandatory on the PDA The data collected during a survey is available in a table and is attached to the customer call and equipment It
51. ould remove the job from the PDA mid process If this occurs move the owner back to the original engineer ASAP and ask the engineer to re sync the PDA if required 7 1 PDA data loading For instructions on how to install the software onto a PDA please see the OperaNet and PDA installation document Once set up the PDA should be loaded with static data that does not change daily by using the Download Data option This downloads items such as stock codes lookup codes amp equipment models The PDA users should be encouraged to only use this option when e The PDA is first set up e You instruct them to do so because data in Opera itself has changed for instance new stock items have been added e You have changed settings in the OperaNet Set Options form Due to the high volume of data that can be downloaded with this option it is recommended that it is run when connected to a stable high speed connection e g via WI FI or a USB connection Page 17 of 35 7 2 When does data return from the PDA Back office data is updated by the PDA by the processes described below Your engineer may be working in geographical areas or locations i e a basement where no there is no phone signal The PDA is designed to work offline on the data that it has already downloaded Because synchronising the PDA relies on the availability of phone signal the PDA users can choose when to send data The options are as follows Upon change of j
52. s for example an invalid or expired licence Check the log files on the server in the OperaNet directory as shown below You can open these with Notepad or send to support Your support team can enable logging if required SS eo 2 e lt OperaNet Log Archive X Search Log Archive p Organize v Include in library v D a Program Files 4 ab ProgramData Babylon d Common Files gt d Desktop s d DMPro Software a d OperaNet a Exceptions Share with Burn gt Jy 429CAD59 35B1 4DBC BB6D 1DB gt Jo Adobe D Apple gt Apple Computer gt d Application Data gt J AVG Secure Search ab Log Archive ab scripts gt d Documents a 89 items A New folder A Name L Orion_2011 12 13_21 20 log L Orion_2011 12 14_10 38 log L Orion_2011 12 14_11 39 log L Orion_2011 12 14_11 45 log Orion_2011 12 14_11 53 log L Orion_2011 12 14_13 20 log L Orion_2011 12 15_13 33 log E Orion_2011 12 15_16 17 log E Orion_2011 12 15_16 33 log L Orion_2011 12 23_03 17 log L Orion_2011 12 24 14 06 log L Orion_2011 12 27_01 55 log E Orion_2011 12 27_17 45 log L Orion_2012 01 07_13 35 log Orion_2012 01 12_03 22 log m Date modified 14 12 2011 10 37 14 12 2011 11 36 14 12 2011 11 40 14 12 2011 11 45 14 12 2011 11 55 14 12 2011 13 20 15 12 2011 15 43 15 12 2011 16 22 15 12 2011 17 30 23 12 2011 03 17 24 12 2011 14 07 27 12 2011 01 55 27 12 2011 17 46 07 01 2012
53. t s View D Action v p get google map get streetmap Here the customer needs an entry check done when engineer arrives at site and an exit check done after the work is completed After working on the equipment item engineer must complete the post job surveys for printing on Gas Safety certificates Page 14 of 35 6 3 How the survey appears on the PDA As the Working and Complete options are selected on the PDA device the engineer will be prompted to enter your survey results E MyMobiler s E MyMobiler m File Edit View Tools File Edit View Tools File Edit View Tools Z SHDM Mobile Medi g Yi lt lt am SHDM Mobile Medi g Yi lt lt aa AN SHDM Mobile Medi Y lt lt au y survey Equipment _ Call CP12 CP4 Gas apee e fee Call Solid Fuel v Call Solid Fuel f Invoice WORCESTER 3 GE Invoice BAXT ECOTECH z invoice BAXI ECOTECH Site Ext SiteExt Start Survey w is Cancel Start Survey 1 6 4 Back office view of the survey data The data being from the PDA surveys can be viewed from the Helpdesk Equipment or customer forms using Action gt Survey Results j z m Contacts 7 Reports 7 al Service Contras Utilities d A Tasks Maintenance Helpdesk Processing Helpdesk Call HDC23899 000051 DR JOHNSON o amp es y General Changes Knowledge Base Activities History Other SLA Relat
54. the PDA monitor in the Completed branch this may prompt you to open review and close the related Helpdesk Call You can edit the engineer s Time Parts amp Expense bookings from within Worksheet Entry 2 0 Why use OperaNet OperaNet can provide access to Opera functions through a web or PDA interface without the need for a VPN connection to your Opera system All that is needed is a browser or compatible PDA Smartphone With OperaNet you can deliver a paperless experience for engineer and user and even allow customers self service access if required 2 1 Key Benefits e Eliminate duplication call data and results are only ever input once not continually rewritten e Engineer does not need to visit office to collect or deliver paperwork no lost paperwork e Immediate view of call status and completion for billing e Improvement of billing times e Maximises use of smartphones and airtime cost Customer signature capture photographs and on site printed certificate production Page 5 of 35 2 2 Typical Helpdesk Call flow using OperaNet 1 Helpdesk Calls are raised This can be done by office staff via Opera CRM by a customer via the web portal or by an engineer on the PDA 2 Call scheduled to engineer s as a job using the Resource amp Summary Schedulers in Opera CRM Engineer agrees job office updated Engineer has a view of call data on the PDA books time parts expenses photos Signatures surveys Engineer can
55. try Helpdesk Engineering Activity W Parts Entry E Inactive Activity Type E Outward Stock Movement Activity ial Consumables Entry E Inward Stock Movement Activity Quotes Requisition Expenses Entry E Automatically Send Notification Email To Internal Contacts a a This option would work by allowing engineer to select narrative parts from Opera stock When chosen on the PDA under the above activity type the PDA documents would print the extended description from the stock item as text on the design 4 3 Helpdesk User Defined Fields The Helpdesk User Defined Fields numbered 19 to 28 can be input on the PDA during job resolution Set up titles for these from Sales Pipeline Management gt Maintenance gt User Defined Fields Helpdesk type Setting a blank title will prevent the field question appearing on the PDA 4 4 Time and Parts booking considerations You need to consider how you charge different customers for time and services A common scenario is that different customers have a different hourly rate negotiated One way this could be approached is to consider time as a stock item Opera stock has a Labour type and benefits from a ready made special price list These allow you to have pre defined specific rates for each customer You could even remove the Time option from the PDA via configuration and book everything as Parts Time call out charges amp even pre defined narrative lines can all be
56. vity The PDA Monitor includes an option for excluding activities which include the ACNOACCESS outcome code Page 9 of 35 4 2 Activity Types Optional If you will be printing bespoke documents from the PDA e g a Receipt Pro Forma Invoice then you may wish to be able to print text sections on the design By using extended description text from stock items chosen booked against an Activity Type called SERVNARR Service Narratives this can be facilitated Create the activity type shown below CRM gt Sales Pipeline Management gt Maintenance gt Activity Types Create an Activity Type linked to Parts Worksheet booking Reports 7 d P Service Contracts Utilities P et Tasks Maintenance 6 Activity Types SERVNARR Service Narratives General List Code SERVNARR Description Service Narratives MS Qutlook Scheduling Options Cost Options Do not schedule activities of this type 1 No Cost Schedule activities of this type as appointments oh 6 Schedule activities of this type as tasks Schedule activities of this type as meeting requests internal amp external Schedule activities of this type as meeting requests internal only Billing Options 1 Not Chargable Default values 1 Not Chargable 7 Default Colour Default Duration 0 Hours and 0 Minutes Default Priority Low Default Location Default Owner Service amp Worksheet Options E Time En
57. y transactions Tab select a line and double click to open the activity transaction itself to see more detail Some common scenarios 9 1 Engineer rejects call on PDA In this example we have found an entry on the PDA monitor showing that engineer Ryan has been unable to gain entry on his job for call ref 1099 The call has been opened the activity opened Note the Status field says Rejected and Ryan has entered a note to explain why IMPORTANT NOTE The owner of this activity has now been moved from Ryan to Kevin McAlister as Kevin scheduled Ryan to this call This job now appears in Kevin s Task List The software is attempting via both the PDA monitor and the Task List to ensure that Kevin knows Ryan has rejected the job so that he can decide what action to take next Company Cat s Pro PDA Status 00000009 BRI0002 a Call Ref Hold Date Description Engineer Contact Site premana Seg Rejected 1 Repo Street Ashton BRISTOL a 15 06 2012 1099 Investigate amp Report Ryan Murphy Bristol Leather Limited Kate Dermot BRS 8TH i z 1094 amp Helpdesk Processing Preventative Maintenance 1099 BRI0002 Bristol Leather Limited General Changes Knowledge Base Activities Edit Activity Item 466 i ae ia Dates ano4 General Ghanges Recurrence Settings Costing Related Activities Conficts m Pa pO type seve Plan
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