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Service Request Wizard

The Service Request wizard enables an interface between a MS Project plan's tasks and Greentree service requests. This wizard is available for users in a company where the Service and Support > Service Requests menu option is available.

InformationThis wizard does not include Calls.

Step 1 - Select plan name

Select the MS Project plan for which you want to update service requests to/from tasks.

File name

Enter, or select from a list of recently used files, the name of the file (including path name) you want to work with.

Browse

Click this button, or double click in the File name field, to find the .mpp file.

Next

Click this button once you have selected the .mpp file.

Cancel

Click this button to exit the Service Request wizard.

Step 2 - Select job

Customer

Enter the customer code of the job you want to select, or double click in the field to display a lookup table of customers to select from.

Job

Enter the job code assigned to the service requests you want to select, or double click in the field to display a lookup table of jobs to select from. Only jobs belonging to the logged in user's Profit Centre Group and the selected Customer are available to be selected.

Back

Click this button to go back a step in the wizard.

Next

Click this button to proceed to the next step in the wizard.

Cancel

Click this button to exit the Service Requests wizard.

Step 3 - Select function required

First, select the service request function, then select one of these options:

Update Greentree service requests from MS Project tasks

Creates or updates service requests in Greentree from the tasks on the plan, assigning the selected job, activity code, and scheduled employee and dates to the service requests. Valid JC Activity Codes must be entered on each task to enable it to be brought through to Greentree.

Update MS Project tasks from Greentree service requests

Creates or updates tasks on the plan from service requests that are assigned to the selected job. These values on the plan are updated:

  • Greentree Start date - If percentage work complete is greater than 0, this is set to the scheduled Start date, otherwise it is NA.
  • Greentree Finish date - If percentage work complete is = 100, this is set to the scheduled Finish date, otherwise it is NA.
  • Greentree Percentage Work Complete - Taken from the service request.
  • Milestone - Defaults to False for new tasks from service requests that have not previously been updated from MS Project.
  • Activity - Taken from the service request's Assigned Activity.
  • Resource - Taken from the service request's Scheduled To employee.

Update the MS Project % complete and actuals from Greentree service requests

Updates the percentage work complete from service requests to existing related tasks on the plan, along with the hours. The percentage work complete determines the Greentree Start and Finish Dates, along with the Greentree Duration and the Greentree Cost on the plan. These values on the plan are updated:

  • Greentree Start date - The earliest date of all the timesheet lines on the service request.
  • Greentree Finish date - The latest date of all the timesheet lines on the service request.
  • Greentree Duration - The total of all the non-travel activity timesheet lines on the service request.
  • Greentree Cost - The total of the cost of all the timesheet lines on the service request.

Service request status

This field is available only if you have selected to Update Greentree service requests from MS Project tasks. If service requests are created, this is the status that is set on the new service requests. The default value is the first status code that has an effective status of Open.

Enter the status code you want to assign to new service requests, or double click in the field to display a lookup table of statuses to select from.

Amounts

This determines which amounts from the plan's task to use when updating to service requests. Select one of these:

Current

The current details of the tasks on the plan will be updated to the service requests.

Baseline

The baseline details of the tasks on the plan will be updated to the service requests.

Milestone tasks

Select one of these:

Exclude

Will not include milestone tasks when importing into Greentree as service requests.

Include

Will include milestone tasks when importing into Greentree as service requests.

Tasks display in the table on completing your selection, and the Milestone checkbox will be selected to indicate milestone tasks.

Exclude unassigned service requests or unknown employees

Select this option to exclude service requests that have not had an employee assigned them, or tasks that have non-Greentree employees assigned to them. These will still be displayed in the resulting table, but will have the Include checkbox deselected.

Leave this option deselected to have the Include checkbox selected for all service request that display in the table.

Back

Click this button to go back a step in the wizard.

Next

Click this button to proceed to the next step in the wizard.

Cancel

Click this button to exit the Service Requests wizard.

The table of selected tasks displays so you can confirm they are correct to be updated to the selected service request/plan tasks.

Back

Click this button to go back a step in the wizard.

Finish

Click this button to proceed to update the selected service requests/plan tasks as shown on the table.

Cancel

Click this button to exit the Service Requests wizard.

Notes:

  • When a service request is created from a MS Project plan, the scheduled date and time range are determined by the user's calendar, as when a service request is maintained within the Service Request maintenance form. The Working Calendar uses the user's default Working Calendar (which can be defined per User in User Preferences > CRM settings > Service tab). If a default Working Calendar is not specified for the user, then the scheduled time is based on a 24 hour day (elapsed time).
  • When updating service requests, the wizard shows the last service request created/updated from this MSP Task Assignment. For example, from one task assignment, service request 1067 is created, and in the .mpp, file's Greentree Task Code column, the task has the value <1067> and the task assignment will have the value 1067. If this same assignment is sent through again to Greentree, it uses the value 1067 to find the service request update and it displays 1067 in the Wizard in the Service Request Id. In the case where service request 1067 is deleted in Greentree, and the task assignment is sent through again, the .mpp file still has the <1067> against the task assignment, so the Wizard will still show the 1067, but since it cannot find 1067, it creates a new service request with the next available number (such as 1070), and updates the .mpp file's Greentree Task Code column, where the task will have the value <1067><1070> while the assignment will have the value 1070. This is more obvious when viewing by Task Usage.
  • When updating MS Project percent complete from Greentree service requests, if the percentage of work complete coming through is not 100%, it sets the task's Start Date and the percentage complete; if the percentage complete is 100%, it sets the task Start and End Date and the percentage complete.