Service

My Service Schedule

This panel allows users to choose how they view their schedule by setting a time period of days, weeks or months.

Define a time period for which a list of Assigned Service Requests will be created.

From: Type a start date in the box, or click on the arrow to view a calendar. Then define a time.

To: Type a end date in the box, or click on the arrow to view a calendar. Then define a time.

Click the Load Schedule button to create the list.

Service Requests

Displays only the Service Requests assigned specifically to the user.

My Assigned SRs: Displays a list of Service Requests that have been assigned to the user.

Assisting Service Requests: Displays a list of Service Requests that are assigned to another user, but that the user is set as an Assistant.

IMPORTANT: Users can schedule and assign Action to the SR, but only the Owner can change its status.

Users will be notified of New Assigned Service Requests in two ways:

• A message field beside the Search button on the My Service Requests panel will flash.
• The VimBiz logo in the lower right corner of the Windows Task Bar will flash with an exclamation mark.

Unacknowledged Service Requests will appear in bold text in the My Service Requests grid.

Acknowledge a Service Request by clicking on it.

Service Requests are administered in the Manage Service Requests form.

ADD: Click the Search button to open the Manage My Service Requests form, or click the Refresh button to load recently assigned SRs.

EDIT: Double-click on an entry to open the Service Request Details form.

DELETE: To unassign a Service Request from yourself, right-click on an entry and select Unassign Service Request from the context menu.

Assigned Service Requests

Picture: Displays an image of the Asset.

Priority: The icon assigned to the Priority Level.

SR #: The Service Request number.

Date Due: The date and time when the Service Request was created.

Requester: The name of the Employee who created the Service Request.

Priority: The Priority Level for completing the Service Request.

Area, Room: The Area and Room where the Asset linked to the Service Request is located.

Model: The Model Name of the Asset linked to the Service Request.

Service Request: Describes the type of Service Request.

Requested Time: The date and time when the Service Request was created.

Notes: Additional information entered by the Requester about the Asset or the Service Request.

These details are entered in the New Service Request form when the SR is first created; they can be modified thereafter in the Service Request Details form.

My Schedule

Create a personal schedule of when Service Requests should be completed.

ADD: Drag an event from one of the Service Request tabs, and drop it into the calendar.

The same SR can be added to multiple days to extend different tasks over several days.

EDIT:

• Change the date and/or time of the event by dropping it into another area of the calendar.
• Change the duration of the event by clicking on the box (the contour will darken) and dragging the edges vertically.
• Copy the event on multiple days by holding the CTRL key while you drag the event to another day.

DELETE: Right-click on the event and select Remove From Schedule in the context menu.

Double-click on an entry to open the Service Request Details form.

IMPORTANT: The Scheduled Hours on the My Service Calendar get totaled in the Scheduled Hours box of the Solutions Panel in the Service Request Details form.

Change Status Attributes

 

Requester

 

Description

 

Reason For Change

 

Notes

 

Type

 

Priority

 

Risk

 

Status

 

New Request For Change

 

Affected Assets

ADD / EDIT: Click on the Manage Affected Assets button, or right-click and select the same option from the context menu.

DELETE: Right-click on an entry and select Delete from the context menu.

Affected Employees

ADD / EDIT: Click on the Manage Affected Assets button, or right-click and select the same option from the context menu.

DELETE: Right-click on an entry and select Delete from the context menu.

Service Requests

ADD: Click on the New Service Request button to create an SR in the New Service Request form.

E-Documents

ADD: Right-click and select Insert File from the context menu to enclose a document that is saved on your computer.

ID

This Identification Number is automatically assigned by VimBiz.

Status

The status of the Change.

Type a Change Status Name in the box, or click on the arrow to view a list.

Change Statuses are administered in the Manage Change Statuses form.

Requester

 

Owner

 

Description

 

Created Date

 

Notes

 

Change Type

 

Change Adv. Board

 

Risk

 

Change Category

 

Priority

 

Due Date

 

Analysis

 

Authorizers

 

Implementation

 

PMI Status Attribute Filters

Preventive Maintenance Inspections (PMIs) are assigned a status.

Open PMIs: PMIs with a Not Completed status.

Postponed PMIs: PMIs with a Postponed status.

Closed PMIs: PMIs with a Closed status.

Canceled PMIs: PMIs with a Cancelled status.

All PMIs: All PMIs, no matter their status.

PMI Statuses are administered in the PMI Statuses form.

Description

A description of the PMI.

This is entered in the Service form.

Employee

The name of the Employee who created the PMI.

Employees are administered in the Manage Employees form.

Planned Duration

The estimated duration, in hours, that is planned for the execution of the PMI.

This is entered in the Service form.

Service Center

The Service Center that will oversee the execution of the PMI.

This is entered in the Service form.

Completed Date

The date when the related Service Request Status was set to Closed.

This action completes the PMI, and stamps the date in this form.

Service Requests are administered in the Manage Service Requests form.

Service Request Statuses are set in the Service Request Details form.

SR Statuses are administered in the Service Request Statuses form.

Notes

Additional notes that describe the Preventive Maintenance Inspection.

These are entered in the Service form.

Status

Preventive Maintenance Inspections (PMIs) are assigned a status.

These are entered in the Service form.

PMI Statuses are administered in the PMI Statuses form.

New PMI

Click this button to create a Preventive Maintenance Inspection in the Service form.

Description

A description of the PMI.

Est. Duration (Hrs)

The estimated duration, in hours, that is planned for the execution of the PMI.

Status

Preventive Maintenance Inspections (PMIs) are assigned a status.

This helps in sorting them in the Service form, as each status has its own tab.

Employee

The name of the Employee who created the PMI.

By default, the user's name will appear here.

EDIT: Type an employee name, or click on the arrow to view a list of all employees.

Employees are administered in the Manage Employees form.

Service Center

 

Room

 

Notes

 

PMI Schedules

ADD: Click on the New PMI Schedule button, or right-click and select the same option from the context menu.

EDIT: Double-click on a Schedule entry to view its Service.

DELETE: Right-click on an entry and select Delete from the context menu.

PMI Schedules

All displayed information is entered in the Service form.

Name: Name given to the Preventive Maintenance Inspection Schedule.

Due Date: Date when the PMI is due to begin.

Recurring Rate and Type: Schedules can be to reoccur on a regular basis.

This is done by entering a number under Rate column and selecting a time value under the Type column.

For example, entering a Rate of 3 and a Type of Week will create a PMI every three weeks.

If no recurrence is set, a 0 will appear under the Rate column, and N/A will appear under the Type column.

Recurrence Types are administered in the Recurrence Types form.

Notice Days: Enter the number of days before the due date when the Service Coordinator should be advised of the upcoming PMI.

Assets

List of Assets added under the Assets tab of the Service form.

Service

List of Service Requests created under the Assets tab of the Service form.

E-Documents

ADD: Click on the Insert Files button, or right-click and select Insert File from the context menu.

Name

 

Due Date

 

Status

 

Recurring

 

Recurring Rate

 

Type

 

Notice (Days)

 

PMI Schedule Assets

 

Picture

An image of the Product set with a Service Schedule

Product Information is entered in the Product Details form.

Preventive Maintenance Schedules are administered in the Service form.

Model

The Product's Model Number

Asset Number

The unique number assigned to the Asset by the company.

Service Request Pick List

Select from a preloaded list of Service Request types.

Date Based

A checked box indicates that the Service Schedule is date based.

Days Left

Displays the number of days remaining before the Service Request is due.

Date Due

The date on which the Service Request is due.

Meter Base

A checked box indicated that the Service Schedule is meter based.

Clicks Left

Displays the number of remaining clicks on the Service Schedule Meter before the Service Request is due again.

Meter Due

Displays the meter reading at which the service request is next due.

Show Due

Enter the number of Days and Clicks to view the Services Due which satisfy one of the criteria.

Show All

Click this button to view a complete list of Services Due.

Service Schedules

ADD: Right-click and select Add New Schedule from the context menu.

IMPORTANT: This will create a Service Schedule entry with no Service record - this action is completed under the Service Schedule Services tab.

EDIT: Double-click on a Schedule to modify its Name.

DELETE: Right-click on an entry and select Delete from the context menu.

Service Schedule Services

A Preventive Maintenance Schedule will automatically generate a Service Request for a linked Asset.

Service Requests will be generated based on the Frequency (Recurring Rate + Type) or Meter Counter.

ADD: Click on an entry under the Service Schedules tab, then right-click within this panel and select New Scheduled Service in the context menu.

EDIT: Double-click on any field to modify its details, or right-click and select View Scheduled Service Details from the context menu.

DELETE: Right-click on an entry and select Delete from the context menu.

Service Schedule Service Details

Service Schedule: The name assigned to the Service Schedule

Pred. Service Request: Type the Service Request Description in the box, or click on the arrow to view a list.

Predefined SRs are administered in the Predefined Service Request form.

Click the button to view the Predefined Service Request Details form.

Click the button to find another Predefined SR.

Date Based: Check this box to indicate that the schedule is based on Frequency.

Recurring Type:

Recurring Rate:

Meter Based: Check this box to indicate that the schedule is based on a Meter Counter.

Meter Rate:

Service Agreements

List of Service Agreements.

Most details that appear under this tab are entered in the Service form.

Calc. Amount

This amount represents the sum of all Service Agreement Subscriptions.

Subscriptions are administered in the Service form.

The list of subscriptions is entered in the Service form.

View Report

Click on this button to open the Service Agreements by Dates report.

New Service Agreement

Click on this button to create a Service Agreement in the Service form.

Finance

Area to define financial details for the Service Agreement

(...) Finance

Quote Number:

Quote Date:

PO Number:

PO Date:

Sales Order:

Sales Order Date:

Invoice Number:

Invoice Date:

Budget:

Oper. Cost Center:

Currency:

Amount:

E-Documents

Area to include documents related to the Service Agreement

Description

Name of the Service Agreement, as it will appear throughout VimBiz.

Service Type

Type of Service being offered during this Agreement.

Service Types are administered in the Service Agreement Service Types form.

Type the Service Type Name in the box, or select an option from the drop-down list.

Click on the button to view the Service Type Details

Click on the button to find another Service Type.

Site

Building where the Service Agreement is administered.

Buildings are administered in the Manage Rooms form.

Type the Building Name in the box, or select an option from the drop-down list.

Click on the button to view the Building Details.

Click on the button to find another Building.

Inactive

Check this box to indicate that the Service Agreement is currently inactive.

Leave this box unchecked to flag the Service Agreement as active.

Notes

Area to enter additional notes on the Service Agreement.

Vendor

Name of the Vendor providing services for the Service Agreement

Vendors are administered in the Suppliers form.

Type a Supplier Name in the box, or select an option from the drop-down list.

Click on the button to view the Supplier Details.

Click on the button to find another Supplier.

Customer

Name of the Customer receiving services for the Service Agreement.

Customers are administered in the Manage Customers form.

Type a Customer Name in the box, or select an option from the drop-down list.

Click on the button to view the Customer Details.

Click on the button to find another Customer.

Cust. Contact

Selecting a Customer will create a list of Customer Contacts.

This list is administered in the Customer Details form.

Contacts are administered in the Manage Contacts form.

Type a Contact Name in the box, or select an option from the drop-down list.

Click on the button to view the Contact Details.

Click on the button to find another Contact.

Service Agreement Subscriptions

Displays a list of Subscriptions created for the Service Agreement.

Subscriptions are administered in the Manage Service Agreement Subscriptions form.

ADD: Click on the New Subscription button.

DELETE: Right-click and select Delete from the context menu.

(...) Service Agreement Subscriptions

These details are configured in the Service Agreement Subscription Details form.

Description:

Start Date:

End Date:

Amount:

Calc. Total:

Level:

Subscription Status Filters

 

Vendor

 

Service Agreement

 

Description

 

Start Date

 

End Date

 

Amount

 

Calc. Total

 

Notes

 

Finance

Quote Number:

Quote Date:

PO Number:

PO Date:

Sales Order:

Sales Order Date:

Invoice Number:

Invoice Date:

Budget: Link the Subscription to a Cost Center, where all related costs will be absorbed.

Type the Cost Center number in the box, or click on the arrow to view a list.

Cost Centers are administered in the Cost Centers form.

Click the button to view the Cost Center Details.

Click the button to find another Cost Center.

Currency: Define the Currency type applicable for the Subscription.

Type a Currency Name in the box, or click on the arrow to view a list.

Currencies are administered in the Currencies form.

Click the button to view the Currency Details.

Click the button to find another Currency.

E-Documents

ADD: Click on the Insert New File button to insert an item that is saved in your computer.

Description

 

Amount

 

Notes

 

Start Date

 

End Date

 

Service Agreement Subscription Items

 

Service Agreement Subscription Items

All details are entered in the Asset Details form.

Image:

Manufacturer, Model, Type:

Asset Number, Serial Number:

System ID:

Price:

Qty:

Notes:

Inactive:

SA Subscription Service Requests

SA Subscription Service Requests

All details are entered in the Service Request Details form.

Image:

ID:

Requester:

Room:

Priority:

Product Type, Model:

Asset Number, Serial Number:

Service Request:

Request Notes:

Actions & Solutions:

Assigned To:

Status:

Date Requested:

Name

Name of the SLA Level

Order

Order in which the SLA Levels will appear in drop-down lists.

This order will also define how records are sorted in grid forms.

Double-clicking on an SLA column will list Service Requests, starting at 1.

Color

Color associated with the SLA Level.

This color will be used as a flag on any Service Request for an Asset set with this SLA Level.

Service Requests are administered in the Manage Service Requests form.

New SLA Level

Click on this button to create a Service Agreement Subscription Level.

Details

Name: Enter a name or description for the SLA Level.

Default Priority: When a Service Request is created for an Asset with this SLA Level, this will be the Default Service Request Priority.

SR Priorities are administered in the Priority Types form.

Color: Select a color that will represent the SLA Level on Asset-related Service Requests.

Order Num: Set the order in which the SLA Level will appear in drop-down lists and grid columns.

Service Center Coordinator's are created by activating the Manager attribute in the Service Centers form. In the absence of a Center Coordinator, the Maintenance Engineer can open this form and assign Service Requests to Employees and other Centers.

Toolbar

Select the Service Center to display information in this form.

Center: Select a Service Center to view the Requests assigned under it.

Type the name of the Service Center, or click on the arrow to view a list.

Service Centers are administered in the Service Centers form.

Click the button to find another Service Center.

Stats: Click this button to open the Service Request Statistics form.

Reports: Click this button for a link to 3 reports: Service Center Activity by Date, Service Request Hours by Date, Open Service Requests by Center.

IMPORTANT: When the form is first opened, the user's assigned Service Center will appear.

Service Centers are assigned to employees in the Employee Details form.

Service Request Status Filters

Lists of Service Requests that have been submitted, but remain unassigned to any Employees.

The list is refreshed each time the form is opened, or by clicking the Refresh button.

Unacknowledged SRs will appear at the top of the list, in a bold black font.

Service Requests are administered in the Manage Service Requests form.

Details of each SR, as they appear in the grid, are entered in the Service Request Details form.

Service Requests: Lists Service Requests with a Submitted status that have not yet been assigned to Employees.

NEW: Click on the New Service Request or Quick Service Request button to create a SR.

Ready for Review: Lists Service Requests with a Ready for Inspection status.

Service Request Statuses are administered in the Service Request Statuses form.

Each Service Center customizes these settings in the Service Center Details form.

Idle Service Requests: Lists Service Requests with a Submitted status that have been submitted, but remain Assigned.

In the Service Center Details form, under the Service section, companies can define the Idle Time Period; any SRs that remain Submitted after this threshold will be flagged as Idle.

A Service Request Status also filters which statuses will appear under this tab, with an Idle attribute.

Colors

Certain fields will be flagged with a colored background.

• SLA (Service Agreement)
  • The background color of this field will reflect the Service Agreement Subscription Level color.
  • These levels are configured in the Manage Service Agreement Subscription Levels form.
• Due Date
  • The background color of this field will flag that the Service Request is for an Asset with an active SLA Subscription when the Subscription Level is configured with a Very High Priority Level.
  • When the background is yellow, a Due Date has been set and the SR is flagged to be acknowledged immediately.
  • When the background is blue, the Service Request Status has been changed to a Work In Progress-type Status.
  • When the background is red, the Due Date has passed, and the Service Request is considered Overdue.
  • SLAs are administered in the Manage Service Agreements form.
  • Service Agreement Priority Levels are set in the Manage Service Agreement Subscription Levels form.
  • SR Statuses are configured for each Service Center in the Service Center Details form.
• Status
  • When the background is yellow, this flag indicates that the Service Request Status has the Request for Cancel attribute.
  • Statuses are administered for each Service Center in the Service Center Details form.

Related

When a Service Request is linked to another Service Request, this is called a Related Request.

A number under this column indicates that the Service Request is a Related Requests, and shows how many Requests it is related to.

Related Service Requests are administered in the Service Request Details form, under the Related tab.

Center Employees

Displays a list of Service Engineers that are assigned to the selected Service Center.

Employees are assigned to a Service Center in the Service Centers form.

Center Employees

Image: A photograph of the Employee

Name: The Employee's Name, followed by their Short Name and Telephone Number (business or cellular)

These details are administered in the Employee Details form.

Total: The quantity of Service Requests with a status other than Closed that are assigned to the Employee.

The colors of the Employee Name will flag their availability to work on an assigned Service Request.

• If they are scheduled to work, their name will be in a green font
• If they are scheduled to be absent, their name will be in a red font
• If they are not scheduled, their name will be in a black font

Coordinate Service Requests

ADD: To assign a Service Request to an employee, click on the Request and drag it to the Employee, or right-click on the Request and select View Employee Experience and Assign in the context menu.

EDIT: Double-click on an Employee to view a list of their assigned requests.

DELETE: Double-click on an Employee, and right-click on a request in their list to select Delete from the context menu.

Centers

Displays a list of Buildings and Service Centers.

Service Centers are administered in the Service Centers form.

Centers

Building: The name of the Building where the Service Center is located.

Buildings are administered in the Manage Rooms form, and details are defined in the Building Details form.

Service Center: The name of the Service Center.

Coordinate Service Requests

To assign a Service Request to another Service Center, click on the Request and drag it to the Center.

Icon

The circle icon represents Service Request Priority Types throughout VimBiz.

The color of each icon is determined under the Color column.

Name

The title that defines the Service Request Priority Type.

Default

Check one box to designate the associated Priority Type as the system default.

Each New Service Request will automatically be set to this value.

Rate and Type

The two selected values in these columns define the default 'Due Date' Value used when creating Service Requests.

For example, if set to 3 Days, the default Due Date of a Service Request will be 3 days after the Date requested value when the associated Priority is selected.

Value Types are administered in the Recurring Types form.

Color

The color of the circle icon, that will represent the Service Request Priority Type throughout VimBiz.

Name

Name of the PMI Status.

New PMI Status

Click this button to create a PMI Status.

PMI Status Details

Name: Enter a name for the new Status.

Image

Image that is associated with the Action Status.

Name

Name of the Action Status

Service Order

Set the order for the Statuses when setting the status of a Service Action in a Service Request Details form.

PMI Status ID

Set the order for the Statuses when setting the status of a PMI.

New PMI Asset Status

Click this button to create a PMI Asset Status.

Asset Status Details

Icon: Double-click on the grey square to insert an image.

Name: Enter a name for the new Status.

Predefined Actions

Create a list of Actions and Sub-Actions.

Each action can include one or many Predefined Service Actions.

These actions will be used when creating Predefined Service Requests.

ADD: Right-click on the Main Node and select New Action to create an Action.

Right-click on an Action and select New Action to create a Sub-Action.

DELETE: Right-click on an Action and select Delete from the context menu.

These actions will also be listed under the Predefined Service Actions tab.

Duration

The number of minutes that the Employee who is assigned the Action is expected to spend.

Name

A description of the Action.

New Predefined Service Action

Click this button to create a Predefined Service Action

Details

Name: Type a description of the Service Action

Duration: Enter the number of minutes that the Action is estimated to take.

Name

Name of the Service Agreement Service Type.

New Service Agreement Service Type

Click this button to create a new Service Type.

Service Agreement Service Type Details

Name: Enter a name for the new Service Type.

Name

The name of the Change Category.

New Change Category

Click this button to create a Change Category.

Details

Name: Enter the name of the new Change Category.

Name

The name of the Change Type.

New Change Type

Click this button to create a Change Type.

Details

Name: Enter the name of the new Change Category.

Default Change Adv. Board: Link the Change Type to an overseeing Advisory Board

Type the Board Name in the field, or click on the arrow to view a list.

If no link is required, select the N/A record.

Change Advisory Boards are administered in the Change Advisory Boards form.

Thumbnail

An image that represents the Risk Type.

Name

The name of the Risk Type.

New Risk Type

Click this button to create a Risk Type.

Details

Thumbnail: Double-click on the grey area to insert an image from your computer.

Name: Assign a name to the new Risk Type.

Thumbnail

An image that represents the Change Status.

Name

The name of the Change Status.

Change Status Attributes

Approved: The requested change has been approved.

Closed: The Change Request has been closed.

Implemented: The requested change has been implemented.

New Change Status

Click this button to create a Change Status.

Details

Thumbnail: Click in the grey area to include an image that is saved on your computer.

Name: Insert a name for the new Change Status.

Attributes: Check one or many boxes to define the new status.

Name

The name of the Change Advisory Board.

Description

Details on the purpose of the Change Advisory Board.

New Change Advisory Board

Click on this button to create a Change Advisory Board.

Details

Name: Assign a name for the new Board.

Description: Create a description of the purpose of the Change Advisory Board.

Board Members

ADD: Click on the Add Board Members button, or right-click and select the same option from the context menu.

DELETE: Right-click on an Employee and select Delete from the context menu.

The list of Employees is administered in the Manage Employees form.