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EoTouch Service

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The eoTouch Service feature requires both the Service Plugin to be installed in eoStar and eoTouch to be used. The Action Items Plugin is required for action items to be available to users.

This feature allows service tickets that are assigned to service techs or zones via Service>Call Center in eoStar and action items that are assigned to service techs or zones via Action Items>Action items Request Center to be received and serviced by service techs on an eoTouch device.

The eoTouch Service feature displays service tickets and action items on a map, allowing service techs to visualize and plan their work for the day over their geographical area, and also includes turn-by-turn directions to locations that are being serviced.

The My Work list displays service tickets and action items that are assigned to the currently synced service tech, while the Unassigned list displays service tickets and action items that are assigned to the zone of the currently synced service tech. These unassigned service tickets and action items can be claimed by any available service tech that is assigned to that zone. To prevent multiple service techs from claiming the same unassigned service tickets and action items, online connectivity is required to claim an unassigned service ticket or action item.

Requirements & Setup

Requirements

  • The Service Plugin must be installed in eoStar.
  • To include Action Items, you must have the Action Items Plugin installed in eoStar.
  • To access the Service Feature in eoTouch, the user accessing eoTouch must be flagged as a Service Tech in eoStar under Records>Employee Records>Sales & Delivery Roles.

Setup

  1. Go to Settings in the eoTouch device.
    Settings Icon.png
  2. Tap eoTouch (near the bottom).
    ServiceSetup234.png
  3. If it has not been done already, point the connection to your Web Server, Database Location, and Handheld #.
  4. Enable Beta Features by toggling the button on (the area behind the button will be either blue or green when enabled).
  5. When finished, close Settings (there is no need to save).
  6. Open eoTouch. If you successfully enabled beta features, the top of the eoTouch menu will say BETA MODE ENABLED.
    ServiceSetup67.png
  7. From the eoTouch menu, choose Sync. You will need to Sync every time you change login users.

Servicing a Ticket that is Assigned to You

  1. Tap Service. The list of the user’s assigned tickets and action items (if used) will open.
    ServiceApp1.png
    • Tickets will be listed from highest priority to lowest priority, and then action items will be listed.
    • The list of tickets can be manually refreshed by pulling the list of tickets down until Release to Refresh shows above the top ticket in the list.
  2. Tap the ticket that you would like to open. The location will show on the map.
    ServiceApp234.png
    a. You can view information about the ticket by tapping the information icon at the end of the bubble on the map.
  3. Tap the Truck icon in the upper right corner to enter travel mode and map the route. eoTouch will ask if you would like Turn-by-Turn directions.
    • Tap Yes to open Maps and get Turn by Turn directions. Tap Start to begin the navigation. When you arrive at the location, exit out of Maps, return to eoTouch, and tap the X button in the upper right corner to exit travel mode and return to the main screen for the location.
    • Tap No if you do not want Turn by Turn directions.
  4. Tap the Wrench icon in the upper right corner to being working at the location.
    a. If you need to stop work for some reason, but are not finished with the ticket, tap Stop Work in the upper left corner.
    ServiceAppab1.png
    b. The ticket’s Information will automatically display once you tap the Wrench icon.
    c. You can tap Visits to see prior service visits to the location. This list will populate as you do work, but it will not refresh until you refresh the service ticket cache.
    ServiceAppc1.png
  5. Tap Procedures.
    ServiceApp56.png
  6. Tap the + sign in the upper right hand corner to add a Procedure.
  7. Select the procedure from the list.
    ServiceApp7.png
    a. If you have Systems set up, it will ask you to select a System from the list.
    ServiceAppa2.png
    b. If you have Subsystems set up, it will ask you to select a Subsystem from the list.
    ServiceAppb82.png
  8. Tap OK in the upper right corner.
    i. You can add a note to the Procedure before tapping OK by tapping the Notepad icon in the upper right corner.
    ii. You can add a note to the Procedure after tapping OK by tapping the grayed out Notepad icon at the end of the Procedure line.
    ServiceAppii1.png
    iii. You can delete a Procedure by swiping left on the Procedure and tapping Delete.
    ServiceAppiii2.png
  9. Once you are finished adding Procedures, tap Parts.
    ServiceApp910.png
  10. Tap the + sign in the upper right corner to add a Part. You can search for a Part in the Search box or scroll through the list to find the item.
  11. Tap all of the Parts that you want to add. eoTouch will put a check mark next to each selected Part.
    ServiceApp1112.png
  12. Tap OK in the upper right corner once you are finished selecting Parts.
    ServiceApp131415.png
  13. Tap the Qty box for each Part and enter the quantity used.
  14. When you are finished with the ticket, tap the Resolve button (the area behind the button will be either blue or green when it is toggled on). Do not tap the Resolve button until you are completely finished with the ticket. You can toggle the button off by tapping it again.
  15. Tap Stop Work in the upper left corner.
    • If you are completely finished with the ticket, tap Yes. If not, tap No.
  16. The screen will return to the list of tickets and action items. The completed ticket will have a green check mark next to it. You will still be able to view the completed ticket in Read Only mode until you Sync the device.
    a. To view the ticket, tap the ticket.
    ServiceAppab3.png
    b. Tap the Eye icon in the upper right corner.
  17. Repeat Steps 2 through 16 for any remaining tickets and/or action items.

Servicing a Ticket that is Unassigned

  1. Tap Service. The list of the user’s assigned tickets and action items (if used) will open.
    ServiceApp1.png
  2. Tap Unassigned at the bottom of the screen to move to unassigned tickets and action items.
    ServiceUnassignedTicket2345.png
  3. Tap the ticket that you would like to open. The location will show on the map.
  4. To view the ticket’s details, tap the Eye icon in the upper right corner.
  5. Tap Claim to claim the ticket.
  6. If you would like to select the ticket for work now, tap Yes. If not, tap No.
    • The ticket will move into your list of tickets. If you tapped Yes, the ticket will be selected in the list.
    • If you tapped No, you will remain on the unassigned tickets screen.
  7. Follow Steps 2 through 16 under Servicing a Ticket that is Assigned to You to service the ticket.

Servicing an Action Item that is Assigned to You

  1. Tap Service. The list of the user’s assigned tickets and action items (if used) will open.
    ServiceApp1.png
    • Tickets will be listed from highest priority to lowest priority, and then action items will be listed.
  2. Tap the action item that you would like to open. The location will show on the map.
  3. Tap the Wrench icon to begin work on the action item. When you tap the Wrench icon, the action item will become a ticket and move into your ticket queue.
    ActionItem23.png
  4. Follow Steps 2 through 16 under Servicing a Ticket that is Assigned to You to service the action item turned ticket.

Servicing an Action Item that is Unassigned

  1. Tap Service. The list of the user’s assigned tickets and action items will open.
    ServiceApp1.png
  2. Tap Unassigned at the bottom of the screen to move to unassigned tickets and action items.
    ServiceUnassignedAction2345.png
  3. Tap the action item that you would like to open. The location will show on the map.
  4. To view the action item’s details, tap the Eye icon in the upper right corner.
  5. Tap Claim to claim the ticket.
  6. If you would like to select for work now, tap Yes. If not, tap No.
    • The action item will move into your list of action items. If you tapped Yes, the action item will be selected in the list.
    • If you tapped No, you will remain on the unassigned tickets screen.
  7. Follow Steps 2 through 4 under Servicing an Action Item that is Assigned to You to turn the action item into a ticket.
  8. Follow Steps 2 through 16 under Servicing a Ticket that is Assigned to You to service the action item turned ticket.

Creating Service Tickets

  1. From the Main Service screen, tap the "+" icon
    Creating service tickets 1.png
  2. From the options available on the right, select the information to include on the new service ticket
    Creating service tickets 2.png
  3. Once the information has been selected, hit Save

Changing Equipment

  1. Select a ticket from the Service Tickets window
  2. Tap the wrench icon in the upper right corner
    Changing equipment 1.png
  3. Clicking the Equipment on site option brings up the equipment window, which shows Equipment currently attached to ticket and below that, Equipment on site
    Changing equipment 2.png
  4. From the Equipment on site list, select the equipment to change. If no equipment is available, the screen will indicate as such.
  5. When finished, click Done
    Changing equipment 3.png

eoTouch Service Tutorial Video