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Copyright 2013 Corrigo, Inc. All Rights Reserved. This document may not be copied, disclosed, transferred, or modified without the prior written consent of Corrigo, Inc. Corrigo, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual. The software described in this document is provided under written license only, contains valuable trade secrets and proprietary information, and is protected by the copyright law. Unauthorized use of the technology or its documentation can result in civil damages and criminal prosecution. Trademarks The trademarks, logos, and service marks displayed in this manual are the property of Corrigo, Inc. Users are not permitted to use these marks without the prior written consent of Corrigo, Inc.
Highlights
Release 7.8 includes a number of important and helpful features including: The ability to selective show/hide specific custom fields on the Customer Portal (here) Enhancements to the Customer Details/Customer Management Features including: Access to a list of associated PMRM Schedules and a resolved? flag on customer notes that allows the notes to be used for tracking minor follow-up issues with customers. (here) A prompt for contacts on the customer portal that forces them to acknowledge unverified work orders before creating a new request. The prompt appears when the unverified work orders reach a them based configurable number. When they see the prompt, the contact is offered the option to bulk verify the outstanding work orders by marking them all as neutral (here) The ability to create Wizard reports containing Work Order hyperlinks that link from the report back in to the application making the wizard reports a more powerful search and query tool. (here) A My Reports privilege that allows users access to specific report folders without giving them access to the report wizard. This has been desired for some time by a number of clients. (here) Significant functional extensions to the Customer Invoicing functionality first introduced in 7.7, including support for payments. (here) Wholesale changes to Visit Functionality to make them easier to work with, including the ability to add or delete visits from existing work orders and the sending of updates to vendors when a visit is updated from within the customer portal. (here) Settings to disallow a vendor to submit an invoice when the Work Order is unverified or verified as Not Completed. (here) The ability for Mobile Technicians to use Asset Tags (e.g.: QR codes attached to equipment) to start and complete work orders. (here) Ability to specify portfolio scope on an Asset Details report enables the creation of reports for roll-out work orders. (here) A Do Not Email flag for restricting notifications to specific contacts. (here) Updated Help content (here) Work Orders Verified Negative or Not Completed get flagged
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Highlights ..................................................................................................... 2 Customer Portal Enhancements .................................................................... 7 Customer Portal: Ability to Hide/Show Specific Custom Fields ........................7 Prompt Contacts to Verify Work Orders ...........................................................9 Request Approval Dependent upon Priority ................................................10 Customer Portal Password Security Settings ..................................................11 "Assigned To" Field Added to Customer Invoice Download ...........................12 Updated Logic to Select Theme .......................................................................12 Clever Reporting Enhancements ..................................................................13 Link Directly into Work Orders from a Wizard Report ....................................13 "My Reports" Privilege: Access to Reports w/o the Wizard............................14 Visits Enhancements....................................................................................15 Customizable IVR Codes and Prompts ............................................................15 Visit Description Removed ..............................................................................17 Add or Delete Visits in Existing Work Orders ..................................................17 Preview Visit Occurrences in a Calendar .........................................................18 Real-Time Exception Parameters ....................................................................19 Actual Visit Details and Status Appear in Printer Friendly View .....................19 Next Occurrence Field in PMRM Import/Export Schedule .............................20 Read-Only Exception Settings..........................................................................20 Visit Details and Feedback Appear in WorkTrack: What the Provider Sees ...21 Vendor Price List Enhancements ..................................................................22
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Vendor Price Lists Moved from Organization to Vendor ................................22 Regional Vendor Price Lists .............................................................................24 AR Tracking & Payments ..............................................................................29 Overview ..........................................................................................................29 Create and Post Payments...............................................................................29 Create a Credit Through Overpayment ...........................................................32 Use Credit Balances or Credit Memos to Pay Invoices ....................................33 Customer Invoice Screen Changes ..................................................................37 AR Reports .......................................................................................................38 Enhanced Customer Management ...............................................................40 Enhanced Customer Management: Site/Location Search ..............................40 Customer Details Screen & Related Enhancements........................................41 Contact: Do Not Email Flag ..............................................................................45 New Dispatch Board Columns .........................................................................46 Various WON/Vendor Management Modifications ......................................46 Neutrals Included in Grade Calculation ...........................................................46 Setting to Show/Hide Provider Grades in Customer Portal ............................46 Setting to Hide NTE on Provider Print Form ....................................................47 Optional Controls on Vendor Invoice Submissions .........................................48 Work Status Notification Thresholds...............................................................48 Updated Help ..............................................................................................50 Asset Tag Check In/Out Feature ...................................................................50
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Prerequisites ....................................................................................................50 Background ......................................................................................................51 New TagID Field on Asset Details Screen ........................................................51 Using the New Scanning Feature.....................................................................52 TagID Field in Reports and Import/Export Actions ..........................................52 Offline Usage ...................................................................................................53 Mobile Technician App Enhancements .........................................................54 Addition of an All Pending Screen ...................................................................54 Progressive Scrolling on List Screens ...............................................................54 Asset Warranties Information on Work Order Details Screen ........................54 Get Route Button Moved to Address Screen ..................................................57 New Way to Assign Work Orders ....................................................................58 Action Bar at the Top of Most Screens ............................................................59 My Work Option Removed from Work Order Details Screen Menu ..............60 Reporting Enhancements .............................................................................61 Replenishment Orders Report Wizard ............................................................61 Changes to Existing Report Wizards ................................................................61 Refrigerant Tracking Updates ......................................................................64 Changes to the Refrigerant Tracking Columns ................................................64 Changes to the Accidental Leak, Added, and Recovered Screens ..................65 Changes to Leak Rate Calculations ..................................................................66 Historical Refrigerant Transaction Upload ......................................................67
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Portfolio Scope Available on Turn Board & Site Status Page .........................69 Priority Based Due By Calculations...............................................................70 Add DBA to List of Terms Covered by Terminology .......................................71 Internet Explorer 10 Compatibility View ......................................................71 Other Features of the 7.8 Release ................................................................71 Deprecated Features & Functionality ...........................................................77 WAP Functionality ...........................................................................................77 Vendor IVR Functionality .................................................................................77 Legacy Telephony References .........................................................................77
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Prerequisites
The following must be true in order to configure the display of custom fields in the Customer Portal: You must have access to the Customer Portal Settings screen: Customer > Customer Portal Admin > Themes > [theme name] > Settings A theme must have already been set up
Details
Assuming your role has the necessary privileges, you may now specify exactly which custom fields will be displayed in the Customer Portal by using the two new Define links that have been added to the Custom Fields section of the Customer Portal Settings screen.
F IGURE 1: C USTOM FIELDS "DEFINE" OPTION ON THE CUSTOMER P ORTAL SETTINGS SCREEN Note: The "all-or-nothing" functionality that was used to control the display of custom fields in previous releases is still available by selecting either the Yes or No radio button in either the Show contact custom fields in the request wizard or Show work order custom fields in the request wizard row. If you click the Define option in either of the rows, a Define Visible Custom Fields popup screen appears.
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F IGURE 2: DEFINE VISIBLE CUSTOM FIELDS SCREEN FOR CONTACT - AND WORK O RDER- RELATED FIELDS Use the Add and Remove buttons to specify which of the available fields you want to displayed in the Customer Portal. These fields then appear as, for example shown below, where the three contact custom fields and three work order custom fields selected in the images above appear on the "Review Your Service Request" screen in the Service Request Wizard.
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F IGURE 4: EXAMPLE OF P ROMPT SCREEN Clicking the Give them a neutral rating button assigns each of the waiting work orders a rating of Neutral. The bulk verification screen will then remain hidden until there are once again <X> number of work orders needing verification. Clicking the Continue with my request - I'll verify them later allows the user to continue creating a new service request without taking any action on the work orders pending verification, However the next time the user logs in and tries to create a new work order, the same screen will appear and they will be required to click one of the options before they can continue. After the user makes a selection on this screen, he or she is able to continue through the work order creation workflow.
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F IGURE 5: DETAIL FROM CUSTOMER P ORTAL THEME SETTINGS SCREEN 4. Set/Ensure the Enable work verification field to Yes. 5. Enter a number in the Prompt user to bulk verify if there are more than <> work orders awaiting verification field. Note: If the field is left set to the default "0", the bulk verification feature is switched off. 6. Click the Save button at the top of the screen.
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F IGURE 7 - P ASSWORD POLICY SETTING (2) Require a Reset on a Customer Contacts Password A Reset Password on Next Login check box has been added to the Customer Contact Details Page. If selected, the contact will be required to reset their password upon their next login. If a new password policy has been indicated as outlined above, they will need to reset their password in accordance the new password policy.
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F IGURE 8 - CUSTOMER CONTACTS D ETAILS To require all contacts, or a select group of contact, to reset their password there is now a Reset Password available under the contacts section of the import/export. To require a password reset the field must be switched to Yes. To not require a password reset the field should say No.
F IGURE 9: "A SSIGNED TO " COLUMN WITHIN THE CUSTOMER I NVOICE DOWNLOAD FILE Note: This feature is only applicable when using Customer Invoicing and Invoices are made accessible to customers via the portal.
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1. First, try getting a theme through Customer Group/Billing Account: a. For Work Order: use the theme associated with the Customer Group or Billing Account associated with the Customer of the Work Order. b. For Customer Contact: use the theme associated with the Customer Group or Billing Account associated with the Customer Contact. 2. If there are multiple groups with themes, the decision is made arbitrarily by selecting the group with the lowest ID #. 3. If there are no associated customer groups or billing accounts which have a defined theme then use the theme associated with the Work Zone. 4. If the theme for the work zone is undefined then use the default theme.
Figure 10 shows field looks for Work Order Details reports. In order for the "Hyperlink column?" check box to become active, you must first select the WO# option. Figure 11 shows an example of what this looks like in an actual report.
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The Report Wizard - Basic privilege gave the role access to both the Reports tab and the My Reports menu option, which was problematic for some clients because My Reports also potentially gave users access to data not meant for them via the report Wizard. To resolve this issue, the Report Wizard - Basic privilege has been broken into two separate privileges: Report Wizard - Basic: This gives users access to shared reports (and only those folders setup for that users role) Report Wizard - My Reports: This is a new privilege, which explicitly gives role access to the My Reports menu option and the "create new report" capability.
If a role is granted the Report Wizard Management privilege, users assigned to that role will have access to the My Reports menu option regardless of whether or not the role has been assigned the Report Wizard My Reports privilege. Note: In order for a user to have the same access as before this change was implemented, his or her role must now be granted both privileges. On upgrade, this new privilege will be added to all roles that currently include the Report Wizard - Basic privilege. This will ensure that users retain the same access rights they had prior to the
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upgrade. To limit the role to only seeing the standard report folders, remove the new privilege.
Visits Enhancements
Several changes were made to Visit functionality to improve usability and overall effectiveness of Visits. In brief, these changes make visits easier to manage and more transparent for the service providers who are required to check in and out of visits. As a reminder, Visits are vendor performed recurring services usually performed multiple times per week (if not daily/nightly) and are tracked as a group within a single work order. For example, tracking the 28 nightly janitorial services that occur within a 4 week period of time. In this case, a single work order sent out prior to the start of the visits, each visit is individually tracked (check-in/out), and after all 28 have been completed, the work order itself is completed and the vendor/subcontractor invoices for all of them in a single invoice. Visits are set up as special PMRM Schedules.
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F IGURE 12: IVR CODE AND IVR PROMPT FIELDS WITHIN THE V ISITS TAB ON THE MAINTENANCE SCHEDULE
SCREEN
Configuration Note It is critical to modify all visit schedules that are part of an upgrade by adding the IVR code and respective prompts.
The IVR with automatically insert the prompt if and when necessary, concatenating it in to a phrase like Press 1 for Acme Supply on Main Street, press 2 for
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Important Note Visits now must have a dedicated phone number per instance. No shared numbers. For visits to continue working after upgrade, two important things need to be updated: Add IVR code and prompts as described above. Update the Visits IVR Phone Number: o Each instance must now have its own IVR phone number o Select Numbers in PVP (More numbers have been allocated in PVP) o Update to the new application (When selecting a number for use, make sure to add to the instance you are associating it with in the Notes section) o The phone number needs to be registered in the NOC. On the Manage Database screen, the number used should be added to the following: Voice Portal DNIS Voice Portal Phone # o Update the number on the WO Network > Settings screen
F IGURE 13: A DD NEW AND DELETE BUTTONS ON THE VISITS TAB WITHIN THE WORK O RDER DETAILS SCREEN To add a visit, click the Add New button at the bottom of the Visits tab, which opens the Add Visit screen where you can define the date, time, duration, and crew size of the visit. To delete a visit, select it in the list and click the Delete button at the bottom of the Visits tab. Note: You are restricted from adding more than one visit per day and the system keeps track of the visits to be created. To illustrate, if you have weekly visit work orders, each containing 7 visits per week, you would not be allowed to add an eighth visit for the first day of the following week if the schedule is already set up to create a visit for that day in an upcoming work order
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F IGURE 14: PREVIEW VISITS BUTTON When you click this button, the Visit Preview screen appears, displaying a calendar showing all visits that have occurred and all that are scheduled for the future.
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Visits that have occurred already display the Work Order number related to the Visit; visits that have not yet taken place do not have a corresponding work order yet, so they display the word Future instead, as shown in the image above.
F IGURE 16: REAL- TIME EXCEPTION PARAMETER FIELDS WITHIN THE MAINTENANCE SCHEDULE SCREEN Previously, these exceptions would only apply when the next work order was created. This created a problem in cases where, for example, there was a need to update the check-in phone number for a visit scheduled for the same day or the next day, not just 2 or 3 weeks down the road. In 7.8, the exceptions can be updated at any time. This allows updates to the exceptions to suit the current business environment and should significantly improve communication of expectations with the service provider
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F IGURE 17: VISIT FEEDBACK SEEN IN THE PRINTER - FRIENDLY PDF FILE
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F IGURE 18: READ -ONLY IVR CODE AND IVR P ROMPT FIELDS WITHIN THE VISIT SETTINGS POPUP SCREEN
Visit Details and Feedback Appear in WorkTrack: What the Provider Sees
After a visit work order is created and sent to a service provider, visit details are visible to the Vendor in the WorkTrack application. In 7.8, the information is updated in a dynamic fashion so changes to exceptions, and added or deleted Visits appear to the provider as soon as they are updated. Most importantly, feedback regarding a specific completed visit is now visible to the service provider. Now when the visit is updated, for instance a bad visit is changed to good by the store manager, this is visible to the provider in real time including any comments made. As shown in the figure below, the Time, Duration, and Crew Size columns that appear on the Visits screen display the scheduled values. Performance of a visits is denoted by the (good) and (bad) icons. Hovering your cursor over these icons displays the actual values for each visit in a popup box, as shown below for the March 26 visit.
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F IGURE 20: FIELDS REMOVED FROM THE O RGANIZATION SCREEN IN 7.8 The Vendor details screen now contains the Price List and "Allow Free Text Entry" fields. In addition, due to the introduction of regional pricing, the price list, shown in the bottom right of the image below, is now called the "Default Price List."
F IGURE 21: FIELDS ADDED TO THE VENDOR SCREEN IN 7.8 Note: There is no longer a dependency between the price list and the Allow Free Text Entry field, so if a vendor's record has the Allow Free Text Entry field set to "No" but
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there are no price lists available to the vendor, the vendor will be allowed to enter free text line items anyhow, despite the "No" setting.
Background
Vendor rates are sometimes negotiated based on the geographical region in which the work is performed. For example, Vendor A might require a trip charge of $35 in the North East while the same trip charge in the South, also performed by Vendor A, will only cost $20.
Enhancement Overview
With this new functionality, multiple price lists, each associated with one or more portfolios, can be associated with vendor records. In the example shown below, in addition to the default Price List, there is special pricing for the Midwest Region, East Coast Region, and West Coast Region portfolios. As described in more detail below, since the same location can exist in more than one portfolio, a precedence order has been established among the multiple price lists. When configured as such, a vendor selecting off a price list will select from a dynamically generated list of items and prices based on the logical relationship between all price lists that apply.
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rate regardless of where the vendor performs the work, then only the 2 that differ need to be defined in the portfolio based price list(s), the other 8 can be defined in the default price list. The default price list is ranked lowest in order of pricing precendence. If no Portfolio Price Lists are created for a scope, invoice pricing is based on the values within the default price list selected on the Vendor details screen.
F IGURE 22: DEFAULT PRICE LIST OPTIONS LIST AND HYPERLINK ON VENDOR DETAILS SCREEN Note: You are not required to select a Default Price List.
Setting Up Portfolio Based Pricing via the Portfolio Price Lists Panel
The Portfolio Price Lists panel at the bottom of the Vendor Details screen allows you to attach price lists to vendors and define the order of precedence of those price lists. Note: This process can also be carried out using the Vendor Portfolio Price Lists import link, located in the Other section on the Import/Export Spreadsheets screen (Our Company > Import/Export). To attach price lists to portfolios, complete the following steps: Select the Portfolio Price Lists option in the drop-down menu at the bottom of the Vendor details screen.
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Click the Edit Price Lists button. This opens the Portfolio Price Lists screen, which lists all of the portfolios that are currently available to the you. Click the Add Price List button.
On the Price List Scope screen, select the first price list that you want to assign a portfolio or group of portfolios to.
In the Available Portfolios field, select the portfolio(s) that you want to associate with the price list you selected in the previous step.
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Click the Assign button to move the portfolios to the Selected Portfolios button. Click Add to add the price list/portfolios combination to the Vendor Price Lists screen.
Repeat steps 3-7 above for each of the remaining price list/portfolios combinations you want to create. When you are finished, click the Back button to return to the Portfolio Price Lists panel.
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Repeat Step 3 until the price lists are in the order that you want. When you have finished, click Save Order to update the portfolio order in the system.
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The expectation is that most of the price lists in the system will be set up through importation rather than through the manual creation process available within the application. Importing the spreadsheet shown below would associate the vendor ServiClean with the Vendor Price List Midwest Price List in the Region 8 portfolio.
F IGURE 23: IMPORT/EXPORT SPREADSHEET FOR VENDOR 'S P ORTFOLIO PRICE LISTS
Make a Payment
To make a payment, complete the following steps: On the Payments List screen (Financial > Payments List) click the Create New Payment button to begin creating a payment in the system or click an existing payment in the system to add more money to it.
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If you have not previously selected a Billing Account from the scope selector, a popup screen appears, requiring you to select one before continuing. The Payment Details popup screen then appears. Enter the details including the payment method (check, cash, credit card, etc.) and the payment amount. Refer to the section below for complete information about all of the Payment Details fields.
Note: For existing payments, the Payment Details screen appears when the edit details link on the Payment screen is clicked. Click OK on the details popup to close the popup and display the Payment screen. Click the Select Invoices button to open the Unpaid Invoices list. Select the invoice(s) to pay off and optionally adjust the amount to be applied. Note: You cannot apply more than is available from the payment and any selected credits.
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Click the Apply Payment button. As money from the payment is applied, the system keeps track of the original payment amount (#1 below), the amount allocated (#2) and the balance remaining (#3).
When you are satisfied with the way the money has been distributed, clicks the Actions drop-down list and select Post to apply the monies to the invoices. Note: After posting the payment, the payment allocations are locked in and it is no longer possible to make changes. The system recalculates each invoice balance to show the current amount remaining and the amount just applied. If an invoice has a balance remaining, it is identified with a status of Partial Payment in the system. If all monies have been paid, the status changes to Paid in Full.
Payment Details
During one of the first steps in the payment creation process, you are taken to a Payment Details popup screen containing the following six fields: Payment DateThe date of the payment. Defaults to current date, but is editable. PeriodOption to select the specific financial period in the system for the payment, if one exists. Otherwise, the field is blank. MethodProvides you with a list of payment types from which to choose, with "Check" being selected by default: Check, Cash, Credit Card, EFT, and Account Credit Only (which is used for credit memos, not payments). ReferenceOptional text field of 100 characters that can be used to reference a check number, credit card type, or something else specific to the payment and method.
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Payment AmountThe amount of the payment. Use Existing CreditThis provides the ability to use one or more Account Credits in conjunction with the new payment to pay the invoice or invoices. Select this credit amount from the dropdown list. The Payment screen that opens when the payment details are saved in the system displays the information entered into the six fields listed above along with the following additional information about the payment: Billing AccountThe billing account to which the payment is being made Payment StatusThe status of the payment. Every payment in the system is assigned one of the following statuses: o DraftThe payment has been saved, but has not yet been posted. A Draft payment can still be edited and/or deleted from the system. o PostedThe payment has been posted and all of the payment amount has been applied to invoices. o PostedCreditThe payment has been posted, but some of the money remains unallocated and can be used in the future to pay the balance on another invoice within the same billing account. Payment #The payment number, which is a serial reference number. MemoA general notes field to record anything else about the payment.
F IGURE 24: P AYMENT SCREEN SHOWING PAYMENT TO BE POSTED AND REMAINING CREDIT BALANCE
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When the payment is posted, the following changes occur: The $3,500 becomes a credit in the system for this billing account (#1 in the image below) The status of the payment changes from Draft to Posted - Credit on both the Payment screen (#2) and on the Payments List screen (#2). The payment is assigned a number in the system for tracking purposes (#3) The status of the invoice changes from Partial Payment to Paid in Full (#4) because the invoice balance is now $0.00.
F IGURE 25: P AYMENT SCREEN UPDATES AFTER A CREDIT IS CREATED IN THE SYSTEM
F IGURE 26: P AYMENTS L IST SCREEN CHANGES AFTER A CREDIT IS CREATED IN THE SYSTEM
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The Payment Details screen below shows that $16 from a credit memoidentified as Inv#9was added to a $50 payment to pay off a $66.00 invoice (not shown). If the credit memoInv#9originally contained a $100 credit, after this payment, the credit memo would remain, but with an $84 balance, which can be applied to other invoices when needed.
F IGURE 27: P AYMENT D ETAILS SCREEN SHOWING PAYMENT AMOUNT AND CREDIT APPLIED TO INVOICE
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When new invoices are posted to the TelCo billing account, that $3,500 credit balance can be applied in the following ways: The credit balance can be used by itself to make a payment The credit balance can be added to an existing payment as long as the payment has a status of draft and has been made to the same billing account The credit balance can be combined with a new payment to the same billing account Although the preliminary steps in each of these methods are different, the bulk of the processes is largely the same. To use credit balances and memos, you would do the following: On the Payments List screen (Financial > Payments List) click either the Create New Payment button to make a payment OR Click the View/Edit button of a draft payment . . .
... and then click the edit details link on the Payment screen that appears.
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On the Payment Details popup click the Use Existing Credit drop-down list and select a credit balance or credit memo to add to the payment. Multiple credits can be selected for the payment. After they are selected, they appear above the drop-down list along with the originating payment number (for credit balances) or the invoice number (for credit memos).
Note: If this is a credit balance-only or credit memo-only payment, you do not need to fill in any of the fields at the top. Click OK to view the Payment screen, displaying any new payment amount included (#1 in the image below) as well as the total of all creditscredit balances and credit memosadded to the payment (#2). For the payment shown below, the $3,500.00 credit balance from payment #1005 was used by itself; no new payment or other credits were added.
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After the payment is funded, the process is the same as from Step 5 onward in the Create and Post Payments section of this document. Note: After all of the money within a credit balance is allocated, the status of the corresponding payment changes from Posted - Credit to Posted. When all of the money in a credit memo is allocated, its status changes from Credit Memo to Memo-Credit Used.
F IGURE 28: C USTOMER I NVOICE SCREEN CHANGES FOR RELEASE 7.8 For Partial Payment and Paid in Full invoices, clicking the invoice status link opens a Payments Applied screen, as shown below, listing each posted payment, the date of the payment, the user who posted the payment, any reference associated with the payment, and the amount of the payment.
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F IGURE 29: P AYMENTS A PPLIED SCREEN WITH DETAILS OF EACH PAYMENT MADE TO AN INVOICE The Customer Invoice Action Log, which opens when the View Action Log link (#3) is clicked on the Customer Invoice screen, now includes payment details, including the date and time each payment was made, the payment number, and the name of the user who posted the payment.
Account Balance
A key concept in the Payment component is that of "Account Balance," which is defined in the following manner:
Account Balance = (Sum of all Invoice Balances, where Invoice Status NOT=(Fully Paid OR Credit Used) (Sum of all Payments where Status = Posted - Credit)
The account balance is available via reporting, but is not yet visible in the Billing Account details.
AR Reports
Two premium reports for use with Customer Invoicing & Payments were created. In addition to the premium reports, a Payments Wizard Template has been added.
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This is a real-time report, meaning that there are no timeframes included in the selection criteria and the results are presented in table format with each billing account appearing on a separate row. Total current and total overdue amounts are listed for each account, with the overdue amounts broken down based on how long they have been overdue: 1-30 days, 31-60 days, 61-90 days, or over 90 days.
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F IGURE 33: A CTIVE C USTOMER SITES SCREEN (C USTOMER > CUSTOMER SITE SEARCH)
Configuration Notes The Customer Locations Search privilege should, in general, be used by any client who performs thirdparty facility management Either the Customer Locations Search or the Customer Search privilege should be used, not both.
Purpose
The Customer Site/Locations Search screen is intended to be used instead of the Customer Search screen. Roles should be configured with one or the other, but not both. The Site/Locations search screen was primarily designed for Third Party Facility Management clients, as it provides the following useful features: A more powerful search capability, including the ability to search across Name, DBA, and Number in a single search or to search by address More helpful information in the list, including Address, Billing Accounts, and Contract details A faster screen to search and page through
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F IGURE 34: NEW FEATURES ON THE EDIT NOTE SCREEN Resolved Checkbox and a "Resolved?" Column A Resolved check box on the Edit Note screen allows you, if you have the necessary authorization, to mark an issue as resolved (#3 in the image above), which adds a corresponding check mark in the Resolved column of the Notes field (shown below). This enables you to tell at a glance which notes still need to be worked on and which are no longer active.
F IGURE 35: RESOLVED COLUMN WITHIN THE NOTES OPTION ON THE C USTOMER DETAILS SCREEN New Report Wizard Options for Notes In addition, the following three fields have been added to the Customer & Contacts Report Wizard: Last Updated By Last Updated Date Resolved? These fields allow you to generate targeted, detailed reports about the current status and recent activities carried out on any customer notes in the system.
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F IGURE 36: PMRM SCHEDULES OPTION WITHIN THE C USTOMER DETAILS SCREEN Note: The PMRM Schedules option is only be visible if your role has the URL privilege Work Orders PMRM.
F IGURE 37: "A SSIGNED TO " COLUMN IN WORK O RDERS TABLE WITHIN THE CUSTOMER DETAILS SCREEN
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F IGURE 39: C ONTRACT LINK ONLY AVAILABLE TO AUTHORIZED USERS ON CUSTOMER DETAILS SCREEN If your role has not been assigned the Financial - Customer Price List/Contract Admin privilege, the word Contract on the Customer Details screen appears as a regular, nonlinked field heading.
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The primary effect will be to slightly improve the satisfaction portion of the grades for most vendors.
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F IGURE 42: NTE FIELD AS SEEN ON THE WORKT RACK PRINT- FRIENDLY INVOICE The field's behavior is controlled by the "Hide NTE field on Vendor printer-friendly forms?" setting on the Work Order Network Settings screen. By default, the field is set to Yes. This gives you the ability to prevent your end customers from being able to compare what they are paying for a job with the maximum amount (the NTE) the Provider can earn from the job.
F IGURE 43: "H IDE NTE FIELD" CONTROL ON THE WORK ORDER NETWORK SETTINGS SCREEN
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Invoice submission-related settings on Work Order Network Settings screen Although these options appear in the UI, they are not yet fully supported and should remain set to the default No until Corrigo officially announces that the options are available for use.
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F IGURE 44 - CUSTOMER CONTACT DETAILS For those clients who allow their Customer Contacts to self-register, the default thresholds can also be set in the self-registration settings.
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Updated Help
The Help content accessible from the CorrigoNet Back Office Portal as shown below has been partially updated. You can access the content directly by clicking here.
F IGURE 46: DETAIL FROM CORRIGO NET, UPPER RIGHT HAND CORNER OF MOST SCREENS
Prerequisites
The following actions must be completed prior to the use of the Asset Tag check in/out feature: The system has been configured with assets containing a TagID.
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Mobile users who need to be able to access the scan feature have been assigned a role that has been granted the Mobile Scan Actions privilege.
Background
Asset tags such as barcodes permanently affixed to specific locales and/or equipment will be available for Smartphone scanning by users who have been granted the Mobile Scan Actions privilege. This is designed to give a high degree of certainty that a user was physically present at a designated location when he or she started, paused, and/or completed a work order. The process of confirming a user's presence via barcodes is similar to checking in and out using the vendor IVR or GPS Smartphone, but in this case, instead of confirming a vendors presence, the scan action confirms an employee's presence and it allows for a degree of precision indoors not possible with most current positioning systems.
F IGURE 48: T AGID ATTRIBUTE FOR ASSETS ASSOCIATED WITH THE BARCODE CHECK IN /CHECK OUT FEATURE
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When you are ready to complete or pause the work order, you repeat the process, locating and scanning the same tag or another one if the location where you are finishing the work order is different from where you started. After the second scan, you are given the choice of tapping Complete or Pause, if you need to stop working on the work order for a time. As with previous mobile application work order tasks, all actions you take on the work order are tracked and are visible through the Action Log tab on the Work Order Details screen in CorrigoNet. In the example below, you can see when the work order was picked up, when the first barcode (TranCo #100) was scanned to start the work order, and when the second barcode (TranCo #210) was scanned to complete the work order.
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F IGURE 49: T AGID OPTION ON R EPORTS WIZARD SCREEN In addition, an optional column called TagID has been added to Equipment Import/Export Excel spreadsheets, as shown below:
F IGURE 50: T AGID COLUMN WITHIN THE EQUIPMENT IMPORT/E XPORT SPREADSHEET
Offline Usage
The scan feature is designed to function in offline usage when necessary. When offline, the system supports the scan actions, but like other actions taken offline, the scanned value is stored locally as part of the action until the app can communicate with the server, look up the asset, and insert asset information into the action log comments as part of the synchronizing process when the device comes online.
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If there is an active warranty associated with an asset, a red W appears beside the Asset heading on the Work Order Details screen, as shown on the right for the Android app. Note: If there is more than one asset associated with the work order, the asset row is renamed Multiple Items. Tapping on this row brings up a list of assets, with the red W displayed beside each one that has an associated warranty.
The Warranty screen that is accessed through the Assets row displays the following warranty-related fields:
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DescriptionThe details in this field are particularly useful when there are multiple warranties associated with the work order items and you need to make sure you are reviewing the correct warranty. TimeframeDisplays the initial warranty coverage date and the expiration date along with a countdown of the number of days left in the warranty. WarrantorDisplays the company that is acting as warrantor and provides the name and telephone number or email address of the contact at the company.
Additional InfoDisplays any additional information that was listed when the warranty was entered into CorrigoNet. If nothing was added, this field does not appear. CoveragesDisplays each of the coverage types, such as Labor and Materials, associated with the warranty along with the coverage status, duration, and expiration date.
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Tapping the Address field opens the Google Maps Directions screen, with the work order location already filled in. To view directions to the work site, simply fill in your starting point, then tap the Get Directions button.
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To reassign a work order, the from the Assignee Details screen (Figure 52) tap the Reassign icon in the Action bar (Android) or tap the Reassign button (iOS). The Assign WO screen appears, allowing you to select a different technician or provider/vendor for the work order, as shown on the right for the Android app.
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Overview
To improve the usability of the Mobile Technician app, a new Action bar has been added to the top of most application screens, as shown on the right for the My Work screen. Note: The Action bar does not add new functionality to the application, rather it serves as a shortcut to actions that are already available on each screen.
Key Components
The appearance of the Action bar varies according to the particular screen that you are on, with any or all of the following buttons displayed: Button Up Name Description Returns you to the next higher level screen in the informational hierarchy. Brings up the Find Work Order screen where you can search for a work order by work order number, customer, and/or requestor. Refreshes the current screen. Appears only on the Work Order Details screen. Initiates the barcode scanning functionality that is discussed in detail later in these notes. Provides a list of filter criteria for the information that appears on the screen. Appears only on the Notes screen. Used to add a new note to a work order. Appears only on the Provider Details screen. Brings up the Assign WO screen where you can reassign the current work order to a different user or vendor. Appears only on the Asset details screen. Brings up a list of previous work orders that have included the asset.
Add
Reassign
Asset History
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Button
Name
Description Appears only on the All Pending screen. Brings up a list of all the ways you can sort the work orders in the list: by work order number, customer name, increasing priority, due by date, or scheduled start date. Appears only on the WOs by Status screen. Brings up a list of the different scopes you can apply to the work orders in the list: My Teams, Team, Work Zone, or Portfolio. Appears only on the Provider Details screen when a provider has been selected but before the work order has been assigned to them. If the provider is a connected provider in WorkTrack, tapping the icon opens the Send Work Order screen. If the provider is not a connected provider, tapping the icon brings up a notification that the Send WO feature is only available for connected providers. Appears only on the Sign Work Order screen. Tapping this icon adds the customer's signature to the work order. Appears only on the Sign Work Order screen. Tapping this icon erases the customer's signature and allows them to sign their name again. Appears only on the <Asset> Historical screen. If an asset has a warranty, tapping this icon opens a Warranties screen that displays the warranty details. If the asset does not have a warranty, the screen displays the message, "There are no active warranties for this asset." Appears only if your Android device does not have a built-in Menu button. Brings up a list of actions that can be carried out on the current screen.
Sort by
Change Scope
Send WO
Accept
Clear
Warranty Information
Menu
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you continue. At that point you can tap Proceed to go up or Cancel to return to the screen where you can save your edits.
Reporting Enhancements
Replenishment Orders Report Wizard
A Replenishment Orders report wizard template has been added to the list of available Parts and Materials Inventory reports, allowing the creation of reports that display you to see a list of all items that need to be replenished or re-ordered, based on the re-order threshold value set up for each item on the Replenishment List screen (Materials > Replenishment > List). The default scope for the report includes all replenishment orders and there is, by default, no requirement to select a Stock Location. The list of possible report parameters has been grouped into the following four sections to allow you to customize the amount and type of data you want to include in the report: Replenishment Order Replenishment Order Line Items User InformationIncludes any available details about the user who created the replenishment order Ship to Location Information In addition, the following parameters display as multi-select fields in Step 6 of the Wizard, allowing further customization of the generated report: Order Status Store Room/Ship To Supplier
Asset Reports
When creating Asset reports, Step 1 of the Report Wizard now allows you to specify a scope of Portfolio, instead of the default Work Zone.
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This change allows you to find assets across large portfolios for various uses, including rolling out PMRM schedules, rather than being restricted to viewing only the asset within a specific Work Zone.
F IGURE 54: "SELECT ALL " OPTION IN THE BILLING ACCOUNT DEFAULT VALUE FIELD
PMRM Schedules
As a result of changes made to the Visits screens, the "Description" option is no longer available under the Visit(s) section for PMRM Schedules reports.
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F IGURE 55: PRODUCT C ATEGORY PARAMETER AS A MULTI-SELECT FIELD This change brings these two reports into alignment with the way the Category field is handled in the Product Catalog and Quantity on Hand report.
F IGURE 56: PROVIDER L ABEL AND E NTITY N AME PARAMETERS AS MULTI - SELECT FIELDS WITH I N/NOT I N
OPERATION OPTIONS
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F IGURE 57: DISPLAY OF ALL REFRIGERANT TRANSACTIONS WITHIN THE WORK O RDER DETAILS SCREEN Clicking a link in the Transaction column opens up a summary screen listing the details of the particular refrigerant transaction, including information about who performed the transaction.
F IGURE 58: A DDED TO E QUIPMENT DETAILS SCREEN Clicking a link in the Equipment column opens up an Equipment Refrigerant Usage History screen (shown below) that provides detailed information about all of the transactions across all work orders that have been carried out on that particular piece of refrigerant equipment. Links in the work order column allow you to open the work orders directly and review the details of each refrigerant transaction.
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F IGURE 59: EQUIPMENT REFRIGERANT DETAILS SCREEN WITH DIRECT LINKS TO ASSOCIATED WORK ORDERS
Added screenBecause the work order record can display refrigerant transactions for multiple pieces of equipment, you must first select the relevant piece of equipment to which a cylinder was added. In addition, the cylinder drop-down list is now populated based on the cylinders accessible to the user listed in the Performed By field, so changing the Performed By user might lead to changes in the options available under the Cylinder field. Also, a Fixed Leak field has been added to the screen to make it possible to calculate rolling leak rates. Knowing that a leak has been fixed makes it possible to calculate the Rolling Leak Rate (discussed below).
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Recovered screenBecause the work order record can display refrigerant transactions for multiple pieces of equipment, you must first select the relevant piece of equipment to which a cylinder was added. In addition, the cylinder drop-down list is now populated based on the cylinders accessible to the user listed in the Performed By field, so changing the Performed By user might lead to changes in the options available under the Cylinder field.
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Figure 1.15 Leak rate calculation formulas: Annualizing and Rolling Average
F IGURE 60: REFRIGERANT UPLOAD SPREADSHEET FOR HISTORICAL REFRIGERANT TRANSACTION INFORMATION Uploading the Excel spreadsheet containing the historical data creates an "Added to Equipment" refrigerant transaction record in CorrigoNet, which is visible on the Refrigerant Transactions subtab of the Service History tab of the corresponding work order. . .
F IGURE 61: "A DDED TO E QUIPMENT " TRANSACTION RECORD VISIBLE THROUGH THE WORK O RDER DETAILS
SCREEN
and on the Equipment Refrigerant Usage History screen for each cylinder that was added.
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F IGURE 62: "A DDED TO E QUIPMENT " TRANSACTION RECORD VISIBLE THROUGH THE E QUIPMENT REFRIGERANT U SAGE H ISTORY SCREEN
Upload Prerequisites
In order for the upload to work, the following must be true: A dummy historical cylinder has been created in the system for each refrigerant type that will be included in the historical transactions upload. The cylinder capacity should be sufficient to hold the sum of refrigerant used in all of the historical transactions. All Performed By users exist in the system and are associated with all cylinders in the upload spreadsheet. Note that the Excel spreadsheet should list the User ID, not the name of the Performed By user: for example, JJones, rather than Jack Jones. All refrigerant equipment assets must exist in the system prior to the start of the upload. The "Leak Fixed" column in the Excel spreadsheet must be populated. This is to allow the system to calculate and track rolling leak rates for refrigerant in the system. For more details on this, refer to the See "Changes to Leak Rate Calculations" on page 66section of this document.
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F IGURE 63 - UPDATED TURNS B OARD Included now on the Site Status page is a dual WorkZone/Portfolio Scope Selector that will now display all Site Status within a given scope.
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then a work order created at 12:47pm on Thursday with a priority of: o o o Emergency will be due by 5:00pm on Thursday Urgent, will be due by 8:00am on Friday Normal, will be due by 8:00am on Monday
This was currently problematic for users because Work Orders that were escalated to emergencies were being rounded the next whole hour and thus, increasing the completion time window for emergency work. Along with this, business hours were being taken into consideration, allowing for work that needed immediate attention to be put off, in some cases, into the next business day.
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To correct this, modifications to the due-by calculation were made for Work Orders that are escalated so that: 1. The Work Order completion time does not round to the nearest whole hour 2. The Work Order Calculation now ignores business hours When implemented, the previous outlined example would have due-bys of: o o o Emergency will be due by 4:47pm on Thursday Urgent, will be due by 8:47pm on Thursday (because Urgent is set to escalate) Normal, will be due by 8:00am on Monday
If Urgent was not set to escalate, then the due-by would be set to 8am on Friday as it works currently.
Fix Version/s
7.8a
CN-3887
7.8a
CN-3729
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CN-3677 CN-3797
Change customer portal theme setting: "Override the above setting in case of emergencies" Add DueDate to AssignWorkOrder on Activity2.asmx endpoint Add PO# field to CorrigoNet Tech Mobile App (iOS)
CN-3740 Improve the way CorrigoNet monitors Query Notifications CN-3717 Customer Portal Type Ahead Scope Selector CN-3711 Record invoice total in invoice submitted action log comment CN-3708 Add Payments Template CN-3686 CN-3665 Change content of email response to customer portal forgotten login/password request. Email to include the customer portal URL and break the user name and password so they're more explicit and leave out the brackets. e.g.: Please use the information below to log in: Address: Dependent_URL Username: Username Password: Password For additional assistance, contact Customer Service. Create a 'Tenant COI' Export to match the Tenant COI import CN-3642 CN-3604 New export methods to support portal client 1. ExportCustomersDistinctCityStateCountry ( ): Returns 1 Customer record for each distinct City/State/Country combination. This will be used to present a "first level" selector that narrows subsequent search. 2. ExportCustomersByCityStateCountry (string City, string State, string Country): Returns collection of Customer objects that match parameters. City parameter supports % wildcard, i.e. "New%" would return "New York City", "Newton", "Newberry", etc. State/Country parameters do NOT support wildcards. 7.7, 7.8
7.8a
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CN-3576
Rules clarification and change request for AssignWorkOrder method on Activity2.asmx1. Executing the method without changing ScheduledStart value In the current implementation, this is achieved by passing DateTime.Min value, for example <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"> <soapenv:Body> <tns:AssignWorkOrder xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:tns="http://corrigo.com/integration/"> <tns:workOrderID>1610</tns:workOrderID> <tns:userID>wsdk_click</tns:userID> <tns:appointmentType>Appointment</tns:appointmentType> <tns:scheduleStart>0001-01-01T00:00:00</tns:scheduleStart> </tns:AssignWorkOrder> </soapenv:Body> </soapenv:Envelope>
7.7, 7.8
CN-3572 CN-3566
2. Executing the method so ScheduledStart is 'emptied' on the UI iOS/Android: Display "Scheduled" Work Order list in chronological order according to scheduled start and filter out completed work order Ability to report on Quote (Submitted) action using a DATE RANGE Add the 'Entity' field to the Billing Accounts Import/Export
7.6a, 7.8, 7.8a 7.8a 7.8 7.8a 7.8 7.6a, 7.8 7.8a 7.8a, 7.9 7.8a 7.8a
CN-3565 Create a default billing account and contract by work zone CN-3495 CN-3494 CN-3432 CN-3932 CN-3919 CN-3899 Duplicate menu options when user has access to Home screen [iOS] CN-3842 Display "Screen Tip" for Customer "Options" (asset attributes) so long values can be fully viewed Add primary assigned role to dispatch board Make link on Customer Details page based on access to Privilege: "Financial Customer Price List/Contract Admin" Create a Compliance Info button that opens a non-modal dialog with compliance data. Hide the "logout" link in the customer portal for a user that logs in via SSO
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New Self-registration process CN-3817 Change the customer portal forgotten password behavior CN-3815 Add Speciality Group as a field in the work order report wizard template CN-3780 Add method SendWorkOrderToWON() to Activity2.asmx CN-3750 CN-3747 CN-3746 CN-3730 CN-3671 CN-3607 Make ASP.NET code appends "ts" parameter to ASP URLs when user logs in or navigates from ASP.NET to ASP When selecting a contact to use to login to portal from corp interface, allow selection from both local and group based contacts. Don't allow trailing and leading spaces in Customer Portal login credentials (username and password) If PM/RM template is referenced by any WOs, it should be marked as deleted rather than purged from the database Remove the export features of the "Mass Updates to the Asset Tree". This was designed to be an import only feature and the export provides nothing of value. Visit Module behavior: when visits module is turned off, but schedule contains visit, display the visit sub-tab and preview visits button. Limit the number of rows in Exports CN-3589 Only display distinct records in the Tenant COI Not On File List CN-3588 CN-3550 CN-3534 Map CorrigoNet emergency priorities to WTSP emergency priority CN-3519 CN-3518 CN-3509 CN-3482 CN-3479 CN-3477 Add "Skill Level" to task CN-3474 Flag work orders verified by the customer as not completed, or negative. CN-3456 Add the "Next Occurrence" field as part of the output of a PMRM schedule export. Ignore field when imported. Make product search controls "contains" search versus "starts with" in multiple cases listed. Create a Stock Location Import/Export On PMRM Import, when looking up Invoice Items, fail the import if unique match is not found. Add Invoice Due Date to Customer Invoice Details Modification of new customer invoice creation so that user need not select billing account again if it was already selected in scope list. Increase alert overdue minutes input boxes from 2 to 3 digits.
7.8a 7.8a 7.6a, 7.8a 7.7, 7.8, 7.8a 7.8 7.8a 7.8a 7.8a 7.8a
7.8a 7.6a, 7.8 7.8a 7.8 7.8 7.8 7.8 7.8 7.8 7.8 7.8 7.8 7.8a
CN-3600
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Add check to PMRM Schedule BO to make sure Work Zone and Customer match Add Portfolio to Impairments Report Wizard Additional changes related to Charges Module: 1. The visibility of the user "financial administrator" privilege on the user details and the user creation wizard shall NOT be dependent on the "Charges" module (it is today) 2. The visibility of the: "Roles - Financial" import/export (which configures AR status for roles) SHALL be dependent on the Charges module being enabled. 2.b. Update the label of the import.export to: "Roles - Charge Statuses" Record equipment worked on: new feature
WON-652 CN-3954 CN-3893 Drop filtering out Needs Attention WOs older than X days when delivering My Work list to devices Straighten up logic for validating numeric asset attributes. Moving forward, numeric asset attributes shall be: 1. Maximum precision is 15 digits 2. There is no max. value limitation 3. Negative values are allowed Move the "Verification" sub-tab at the bottom of the work order details page from the "Add'l fields" tab to the new (for 7.8a) "Completion" tab "Customer Portal" button on Customer details page opens "Identify The Caller" dialog in case there is the only contact Change label on Cp theme setting CN-3812 Display customer on customer portal confirmation page CN-3771 Remove all references to telephony alerts CN-3735 Legacy Vendor IVR Portal is no longer supported CN-3732 Add an asset template selector to the Asset Template Export CN-3674 CN-3663 Hide a legacy Vendor Portal setting. If the module " Vendor Management (Pre-WON module. Do not enable with WON)" is NOT enabled then hide the setting "In the Vendor Portal, display work orders which have been created in the last" on the page Work Orders > Settings > Details Always persist troubleshooting/self-help info when saving a task, irrespective of task type 7.8a 7.8a 7.8a 7.8a 7.8a
CN-3861 CN-3849
7.8a
CN-3633
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CN-3632
remove ID field from Simple Customer Import. The "Simple Customer" import is intended for adding new customers, not updating existing customers. Hence it has no corresponding export. It is confusing then that the blank spreadsheet contains an ID column. We should remove this column from the blank excel import and the corresponding field instructions on sheet 2. Sort notes by most recently edited/created Billing Account scope selector should be sticky when a user switches between Invoice List and Payments List pages Customer portal - hide photos from the chatter log
7.8a
CN-3621 CN-3574 CN-3508 Add a totals Field to the WO Summary Screen. CN-3483 Allow the copying of sent notes from the CorrigoNet Corp interface CN-3463 CN-3390 Disable the export button after it is pressed. When performing a big export the user presses the Export button and then has to wait. There is no indication that anything is happening and the user is tempted to believe that they did not press the export button and so they press it again. We should disable the export button once it is pressed. This serves two purposes; it tells the user they pressed the button and it prevents them from pressing the button again. iOS Behavior to close a "Roll-up" Modify "Add Service Fee" dialog on PMRM schedule. CN-3245 CN-3244 Miscellaneous clean up related to "Charges" where still referred to as Invoices: * Users>Role Administration>List>Role Summary - "AR Financial Privileges" on the role should now be "Charges Related Privileges" * Users>Role Administration>List>Role Summary>Charges Related Privileges: ** "AR Financial Privileges" should now be "Charges Related Privileges" ** "Invoices" should now be "Charges" (See: RoleDefinition.png) * Financial >Charges>Charge Statuses: ** Description on default statuses should have term "charges" instead of "invoices" (see: Charges Statuses.png * Work Order Details>Financial>Charges: Status Update: **Dialog should have word "Charges" instead of "Invoice" see (WO Charge Status Update.png 7.8
7.8 7.8
CN-3267
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CN-3015
Follow Up to Hide default task (CN-2995) This is to clean up an inconsistency we introduced in CN-2995 where we have potentially conflicting (or at least confusing) global and theme settings both related to the display of default tasks in the wizard.
7.8
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