Service Management Preferences

Form ID: (FS100100)

On this form, you specify the general settings for the service management functionality, such as calendar settings, validation requirements for service orders and appointments, approval and mailing settings, and default values.

Form Toolbar

The form toolbar includes only standard buttons. For the list of standard buttons, see Form Toolbar and More Menu.

General Tab

By using this tab, you can define the general settings of the service management functionality.

Table 1. Numbering Settings SectionIn this section, you specify the numbering sequences that are used in the system.
Element	Description
Batch Numbering Sequence	The numbering sequence the system uses during the generation of billing documents to assign identifiers to batches of documents.
Staff Schedule Numbering Sequence	The numbering sequence the system uses to assign identifiers to the staff schedule rules created on the Staff Schedule Rules (FS202001) form.
Equipment Numbering Sequence	The numbering sequence the system uses to assign identifiers to equipment created on the Equipment (FS205000) form, as well as to vehicles created on the Vehicles (FS203600) form if the Route Management feature is enabled on the Enable/Disable Features (CS100000) form.
License Numbering Sequence	The numbering sequence the system uses to assign identifiers to licenses created on the Licenses (FS201000) form.

Table 2. General Settings SectionIn this section, you turn additional capabilities on or off.
Element	Description
Enable Time & Expenses Integration	A check box that indicates (if selected) that the time activities of staff members can be tracked in the system if this capability is turned on for the service order type of the appointment. The settings that control these capabilities are specified in the Integrating with Time & Expenses section on the Service Order Types (FS202300) form.
Enable Rooms	A check box that indicates (if selected) that the rooms of branch locations where appointments can be attended can be specified and managed.
Enable Default Staff in Service Orders	A check box the indicates (if selected) that users can specify default staff members for appointments of a particular service order on the Service Orders (FS300100) form.
Enable Default Resource Equipment in Service Orders	A check box that indicates (if selected) that users can specify default resource equipment for appointments of a particular service order on the Service Orders (FS300100) form.
Enable Workflow Stages	A check box that indicates (if selected) that the Workflow Stage box is available in the summary of the Service Orders (FS300100) and Appointments (FS300200) forms.
Manage Multiple Billing Options per Customer	A check box that indicates (if selected) that multiple billing options can be assigned to a customer depending on the service order type. If the check box is selected, when the billing process is run, the system uses the billing cycle associated with the applicable service order type on the Service Billing tab of the Customers (AR303000) form. If the check box is cleared, the system uses the billing cycle specified for the customer in the Billing Cycle box on the Billing tab of the Customers (AR303000) form. When you change the state of the check box (that is, when you select or clear it), the system displays a warning message indicating that after you modify this setting, you should ensure that billing cycles are specified for all customers.
Alert About Open Appointments Before Service Orders Are Closed	A check box that indicates (if selected) that the system warns the user about open appointments related to a service order that the user is attempting to close.
Require Manual Filtering on Billing Forms	A check box that indicates (if selected) that the Apply Filter button on the Run Appointment Billing (FS500100) and Run Service Order Billing (FS500600) forms is available, and users have to filter the appointments or service orders for which they want to view data.
Track Start and Completion Appointment Locations	A check box that indicates (if selected) that when an appointment is started and completed, the mobile application detects the GPS coordinates of the device. You can find these coordinates on the Location tab of the Appointments (FS300200) form. Note: If this check box is selected, location tracking has to be turned on for a user starting and completing an appointment, that is the Track Location check box should be selected for the user on the Location Tracking tab on the Users (SM201010) form.

Table 3. Default Settings SectionIn this section, you can select the default service order types used in the system.
Element	Description
Default Service Order Type	The service order type that is used by default when a user creates a document on the Service Orders (FS300100) form, Appointments (FS300200) form, or calendar boards if another service order type is not specified in the Default Service Order Type box of the User Profile (SM203010) form for the user.
Default Service Order Type for Sales Order	The service order type that is used by default when a service order is created from a sales order.
Default Service Order Type for Cases	The service order type that is used by default when a service order is created from a case.

Table 4. Appointment Validation Settings Section
Element	Description
Skills	The validation option the system uses when a staff member is assigned to an appointment. Select one of the following: Do Not Validate: The system does not validate whether the staff member assigned to an appointment meets the skill requirements to perform the applicable service or services. Warn: The system warns you if the staff member assigned to an appointment does not meet the skill requirements to perform the applicable service or services. Prevent: The system prevents you from assigning the staff member to an appointment if the staff member does not meet the skill requirements to perform the applicable service or services.
Service Areas	The validation option the system uses when a staff member is assigned to an appointment. Select one of the following: Do Not Validate: The system does not validate whether the staff member assigned to an appointment performs services in the service area of the appointment. Warn: The system warns you if the staff member assigned to an appointment does not perform services in the service area of the appointment. Prevent: The system prevents you from assigning the staff member to an appointment if the staff member does not perform services in the service area of the appointment.
Licenses	The validation option the system uses when a staff member is assigned to an appointment. Select one of the following: Do Not Validate: The system does not validate whether the staff member assigned to an appointment meets the license requirement to perform the applicable service or services. Warn: The system warns you if the staff member assigned to an appointment does not meet the license requirement to perform the applicable service or services. Prevent: The system prevents you from assigning the staff member to an appointment if the staff member does not meet the license requirement to perform the applicable service or services.
Overlapping Appointments	The validation option the system uses when overlapping appointments are scheduled to which the same staff member is assigned. Select one of the following: Do Not Validate: The system does not validate whether the time overlaps for two or more appointments to which the same staff member is assigned. Warn: The system warns you if the time overlaps for two or more appointments to which the same staff member is assigned. Prevent: The system prevents you from assigning the staff member to an appointment if the time of the appointment overlaps with the time of another appointment to which this staff member is assigned.

Table 5. Schedule Optimization Settings Section
In this section, you specify the settings related to the optimization of the appointment schedules by using the WorkWave optimizer. You can also specify the lunch break settings because the optimizer takes into consideration the employees’ lunch break when it optimizes the schedule.

This section appears on the form only if the *WorkWave Route Optimization* feature is enabled on the Enable/Disable Features (CS100000) form.
Element	Description
WorkWave API URL	The URL of the WorkWave API used for the optimization.
License Key	The license key for the integration with WorkWave.
Lunch Break Duration	The duration of the lunch break, in hours and minutes.
Lunch Break Start Time	The earliest time when the lunch break can be started, in hours and minutes.
Lunch Break End Time	The latest time when the lunch break can be finished, in hours and minutes.

Calendars & Maps Tab

On this tab, you can specify, view, and edit the settings of the calendar boards.

Table 6. Calendar Settings Section
Element	Description
Work Calendar	The identifier of the calendar that is used in your organization to determine when staff members are available to provide services. you configure the calendar on the Work Calendar (CS209000) form.
Appointment Resize Precision	The accuracy in minutes for which you can schedule appointments on the calendar boards. Select one of the following options: 10 minutes: An appointment can be scheduled on every 10 minutes of the hour. 15 minutes: An appointment can be scheduled on every 15 minutes of the hour. 30 minutes: An appointment can be scheduled on every 30 minutes of the hour. 60 minutes: An appointment can be scheduled on every hour.
Appointment Auto-Confirm Time	The range, in minutes and hours, that determines whether an appointment is automatically confirmed when a user creates it. An appointment is automatically confirmed if the time range between the creation of the appointment and the scheduled start time of the appointment is less than or equal to the range in this box. Auto-confirmation applies only when the appointment has not been edited after it has been created. By default, this time range is set to 12 hours.
Number of Staff Members	The maximum number of staff members to be shown simultaneously on the Calendar Board (FS300300) form. By default, the box contains 10. If you clear the box and save it, all of the field service staff members will be shown on the calendar board.
Show Service Orders in a Period Of x Days	An integer that identifies the range for which the service orders are shown on the Service Orders tab of the Calendar Board (FS300300), Staff Calendar Board (FS300400), and Room Calendar Board (FS300700) forms. The system determines the dates of the date range as follows: If a deadline date is specified in the SLA box of the Service Orders (FS300100) form, the service order is shown for a range of x days before the date when the service order document was created in the system and x days after the deadline date. If no deadline date is specified in the SLA box and the planned date of service order fulfillment is specified in the Promised Date box of the Service Orders (FS300100) form, the service order is shown for a range of x days before the date when the service order document was created in the system and x days after the promised date. If the dates are specified in neither the SLA box nor the Promised Date box of the Service Orders (FS300100) form, the service order is shown for a range of x days before and after the date when the service order document was created in the system. By default, this setting is 14.

Table 7. Map Settings Section
Element	Description
Bing Map API Key	The key that is used for Bing Maps API. You should create an API key on the Bing Maps Dev Center website.
Refresh GPS Locations Every x Seconds	The frequency at which the latest staff locations of applicable staff members are refreshed (in seconds) on the Appointment History on Map (FS301200), Staff Appointments on Map (FS301100), and Staff Routes on Map (FS301000) forms if the Show Location Tracking check box is selected in the Calendar Settings section of the current form. If the Show Location Tracking check box is selected, location tracking has to be turned on for each particular user whose current location will be displayed on maps on the previously mentioned forms.
History Time Accuracy x Minutes	The time range between the tracking of driver locations on the Appointment History on Map (FS301200) form. This time range is also used by the system to determine driver movement, along with the distance specified in the History Distance Accuracy box.
History Distance Accuracy x Kilometers	The accuracy (in kilometers) the system uses to verify the following information on the Appointment History on Map (FS301200) form: Whether a staff member is within the specified distance from the appointment location Whether a staff member has stayed too long (that is, longer than the duration specified in the History Time Accuracy box) within the specified distance
Show Location Tracking	A check box that indicates (if selected) that the locations of the applicable staff members are shown on the Appointment History on Map (FS301200), Staff Appointments on Map (FS301100), and Staff Routes on Map (FS301000) forms. If this check box is selected, location tracking has to be turned on for each particular user whose current location will be displayed on maps on the previously mentioned forms. You turn on location tracking for individual users on the Users (SM201010) form. For details, see User Access: Mobile Devices.

Table 8. Default Calendar Settings Section
Element	Description
View Mode	The default orientation of the dashboards on the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms. You can select one of the following options: Vertical: Staff members or rooms, depending on the form, are located on the horizontal axis, and time is located on the vertical axis of the dashboard. Horizontal: Time is located on the horizontal axis, and staff members or rooms, depending on the form, are located on the vertical axis of the dashboard. By default, the Vertical option is selected.
Time Range	The default time range of the dashboards on the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms. You cal select one of the following options: Day: One day is shown on the dashboard. Week: One week (Sunday to Saturday) is shown on the dashboard. Month: One month (from the first day of the month to the last day of the month) is shown on the dashboard. By default, the Day option is selected.
Time Filter	The default time filter (if any) that is applied to the dashboards on the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms. You can select one of the following options: Cleared Filter: No time filter is applied to the dashboard. That is, the dashboard shows information for 24 hours of each day of the date range selected on the dashboard toolbar. Working Time: The dashboard shows information from the start time to the end time of working hours for each day of the date range selected on the dashboard toolbar. The start time and end time of working hours related to field services are specified in the Day Start Time and Day End Time boxes of this tab. Weekdays: The dashboard shows information for 24 hours from Mondays to Fridays for the date range selected on the dashboard toolbar. Working Time and Weekdays: The dashboard shows information for working hours from Mondays to Fridays for the date range selected on the dashboard toolbar. The start time and end time of working hours related to field services are specified in the Day Start Time and Day End Time boxes of this tab. Booked Days: The dashboard shows the days to which at least one appointment is assigned for the displayed staff members during the selected time range selected; for each day, it shows only the time interval to which at least one appointment is assigned. By default, the Cleared Filter option is selected.
Day Start Time	The start time of working hours related to field services. This value is used when the Working Time or Working Time and Weekdays time filter is applied to the dashboard of the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms.
Day End Time	The end time of working hours related to field services. This value is used when the Working Time or Working Time and Weekdays time filter is applied to a dashboard of the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms.
Day Resolution	The default time resolution for the Day time period in the Horizontal view mode on the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms. That is, the value that represents a default time interval of time slots on the calendars for the Day time period.
Week Resolution	The default time resolution for the Week time period in the Horizontal view mode on the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms. That is, the value that represents a default time interval of time slots on the calendars for the Week time period.
Month Resolution	The default time resolution for the Month time period in the Horizontal view mode on the Calendar Board (FS300300) and Room Calendar Board (FS300700) forms. That is, the value that represents a default time interval of time slots on the calendars for the Month time period.

Mailing & Printing Tab

The Mailing & Printing tab contains the list of the predefined mailings for the appointments. Mailings are used to send notifications about an appointment to the scheduled staff members, the customer contact, or the staff members of the appointment's geographical zone. The mailing settings specified here are used as default values for the mailing settings of service order types. Emails for active mailings are sent when you invoke the action specific to the mailing. These emails can contain details on service orders, appointments, the equipment of the service, and other information.

You can modify predefined mailings or add new custom mailings. To add a new custom mailing to be used for customers, you need to configure actions in a mailing workflow for the forms on which specific documents are created or processed. For details, see Mailings for Customers and Configuring Predefined Mailings for Customers and Vendors. For details on workflows, see Workflow API Guide and Workflow UI Guide.

The tab includes the Default Sources table, with the list of mailings, and the Default Recipients table, with the list of recipient types.

Table 9. Default Sources TableBy using the **Default Sources** table, you can create a list of active mailings that can be used for staff members,customer contacts, or staff members of a particular service area. You can select a report or an email template (notification template) to be used as the body of the emails generated for the mailing.
Column	Description
Active	A check box that (if selected) indicates that this mailing is active. Only active mailings can be used.
Mailing ID	The unique identifier of the mailing. An alphanumeric string of up to 10 characters can be used. The following mailings are predefined to inform users and external contacts about the noted events: NOTIFY CUSTOMER: To notify the customer contacts about the settings of an appointment NOTIFY SERVICE AREA STAFF: To notify all the staff members of an of the appointment's service area, so you can check for availability NOTIFY SIGNED APPOINTMENT: To notify the customer that the appointment has been signed NOTIFY STAFF: To notify the staff members scheduled for the appointment about its settings
Branch	The branch for which this mailing is defined.
Default Email Account	The system email account to be used by default for the mailing. If no account is specified in this box, the default system account is used.
Report	The identifier of the report, such as Service Order (FS641000) or Appointment (FS642000), to be used as the email's body (if a report is used for this mailing). Select the report from the list.
Email Template	The email template to be used to generate the body of the email (if an email template is used for this mailing). Attention: For each mailing, you can use only one of the options as the body of the email: a report or a notification template (email template).
Format	The format in which the report (if applicable) is sent by default if a recipient has no other preferences. Select one of the following options: Text, HTML, Excel, or PDF.
Recipients	The way the system specifies recipients in the generated email. The following options are available: Add Recipients: On the generation of an email to which these settings apply, the system will copy the recipients specified for the selected notification template, if one has been specified for the mailing, and from the Default Recipients table on this tab. Override Recipients: On the generation of an email to which these settings apply, the recipients will be copied only from the Default Recipients table on this tab. The recipients specified in the notification template or report associated with the mailing will not be included in the generated email.

Table 10. Default Recipients TableYou use this table to create and modify the list of default recipient types for the mailing selected in the **Default Sources** table.
Column	Description
Active	A check box that (if selected) indicates that this contact or contact type is active. Only active recipients receive the emails.
Contact Type	The type of contact to receive the emails generated for the mailing. Select one of the following: Billing: The contact of the customer listed on the Financial Settings tab of the Service Orders (FS300100) or Appointments (FS300200) form. Employee: An employee of your company who handles service management, which you specify in the Contact ID column of this table. Customer: The contact of the customer listed on the Settings tab of the Service Orders (FS300100) or Appointments (FS300200) form. Staff Members: A staff member who handles service management, which you specify on the Staff tab of the Service Orders (FS300100) or Appointments (FS300200) form. Service Area Staff: A staff member of the appointment's service area. Salesperson: The salesperson assigned to the appointment in the Salesperson box, which is on the Financial tab of the Appointments form. Note: You have to associate a salesperson account with an employee account in the Salesperson box, which is in the Employee Settings section on the General Info tab of the Employees (EP203000) form. Emails will be sent to the email address of the employee. The email address has to be defined in the Email box, which is in the Contact Info section of the General Info tab.
Contact ID	The identifier of the recipient. A particular recipient can be selected only if Employee was specified as the Contact Type. This employee receives all the emails generated for the selected mailing.
Format	The format in which the report (if applicable) is sent. Select one of the following options: Text, HTML, Excel, or PDF.
Add To	The To, CC, and BCC options, which are available in this column, determine the element in which the recipient will be included in the generated email.