Service Centers

Service Centers

Service Centers are created under Buildings in the VimBiz physical location tree, which are under Regions.

The list of Regions and Buildings is administered in the Manage Rooms form.

Service Center Employees

Employees can be assigned to a Service Center.

Service Requests sent to a Service Center can only be assigned to employees that are part of that Service Center.

There is no limit to the number of employees per Center, nor to the number of Centers per employee.

ADD and EDIT: Click on the Manage Service Center Employees, button, or right-click and select Manage Service Center Employees from the context menu.

DELETE: Right-click on an Employee and select Delete.

Service Center Employees

Once a list of employees is created, attributes can be set for each to define the permissions and messages received.

Assign: Service Requests can be assigned to the Employee by the Service Coordinator, as their profile will be made visible in that screen.

Center E-Mail: The employee will receive an e-mail when a Service Request is submitted to the Service Center.

Shift Log E-Mail: The employee will receive an e-mail with only the Shift Log Details from any member of the Service Center.

Shift Log SR: The employee will receive an e-mail with Shift Log Details and all related Service Requests by any member of the Service Center.

Manager: The employee is designated as the Service Center Manager.

Auto Assign: The employee will automatically be assigned any Service Request that is submitted to the Service Center.

NOTE: Practical example: only one employee in the Service Center performs the work requested. A second employee can be assigned to the Service Center, to be notified of all incoming Service Requests.

Employees are administered in the Manage Employees form.

Double-click on an employee to open their Employee Details.

Service Center Attribute Filters

Service Centers are categorized into one of six types, as set in the Service Centers form.

• Engineering
• Production
• Scheduling
• Rental
• Helpdesk
• Discrepancy

Name

Name of the Service Center, as it appears throughout VimBiz.

This detail is set in the Service Center Details form.

Description

A description of the Service Center.

This detail is set in the Service Centers form.

Telephone

Telephone number to contact the Service Center,

This detail is set in the Service Centers form.

Labor Rate

Labor Rate set for the Service Center.

Work performed in a Service Request assigned to that Service Center will be charged this rate.

This detail is set in the Service Centers form.

Service Center Visibility Attributes

Service Centers can be configured to be shown or hidden in various Service-related forms.

A series of attributes are administered in the Service Center Details form.

• Visible to All Requesters
• Visible to Coordinator
• Visible to Requester
• Visible to SC Employees Only

Active

When this box is checked, this is to indicate that the Service Center is Active.

When the box is unchecked, this flags that the Service Center is Inactive.

This detail is set in the Service Centers form.

Default Service Center

One Service Center may be set as the Company's Default Service Center for Engineering purposes (under the Engineering tab).

Another Service Center may be set as the Company's Default Service Center for Scheduling purposes (under the Scheduling tab).

This detail is set in the Service Centers form.

New Service Center

Click this button to create a Service Center in the Service Centers form.

Settings

Define the Service Center with a a combination of the following attributes.

Modules

Engineering: Check this box to filter the Service Center as an Engineering Service Center

Helpdesk: Check this box to filter the Service Center as a Helpdesk Service Center.

Discrepancy: Check this box to filter the Service Center as a Discrepancy Service Center.

Production: Check this box to filter the Service Center as a Production Service Center.

IMPORTANT: This attribute is required for the Scheduling Request functionality.

Scheduling: Check this box to filter the Service Center as a Scheduling Service Center

IMPORTANT: This attribute is required for the Absence Request functionality.

IMPORTANT: This attribute is required for the Shift Requirements functionality.

Rental: Check this box to filter the Service Center as a Rental Service Center.

Properties

Visible to Requ.: Check this box to make it an option for the Service Requester to select when creating a New Service Request.

Visible to All: Check this box to make the Service Center available to all Employees.

Visible to SC Employees: Check this box to make the Service Center available to only SC Employees.

Visible to Coord.: Check this box to make it an option for the Service Coordinator to select in the Service Coordinator form.

Ignore Taxes: Check this box to ignore the taxes linked to the Service Center Building's Region.

Regions and Buildings are administered in the Manage Rooms form.

Default: Check this box to set the Service Center as the last resort value, in a situation when all of the following points are true:

• Employee is not assigned a default Service Center in the Employee Details form,
• A new Employee record is created and the default Scheduling Service Center is assigned,
• Asset is not set with a default Service Center in the Asset Details form,
• Employees is not assigned to a Room, or is assigned to a Room that was not configured with a default Service Center in the Room Details form, or
• Employee has never submitted a New Service Request to a Service Center.

Finance

Configure the Service Center's Financial Details under this tab.

Finance

Cost Center: Assign a Cost Center (CC) that will absorb costs incurred in the Service Center.

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

Cost Centers are administered in the Cost Centers form.

Click on the button to view Cost Center Details.

Click on the button to find another Cost Center.

Labor Rate: Enter the hourly rate that will be used for employees assigned to work on a Service Request from the Service Center.

This amount will be multiplied with the total of all Action durations in the Service Request to create the cost of the Service Request.

For example, if the Labor Rate is $100 / hour, and the sum of all Action duration is 3 hours and 30 minutes, the Service Request Labor Cost will be $350.

IMPORTANT: If the assigned SR is a Predefined Service Request with an associated Rate, that rate will be used instead.

Revenue Account: Assign an Account to the Service Center for any related income.

Expenses Account: Assign an Account to the Service Center for any related costs.

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

Accounts are administered in the Accounts form.

Click on the button to view Account Details.

Name

The name of the Service Center, as it is referred to within the organization.

Description

An additional description of the Service Center.

Phone

The telephone number used to reach the Service Center contact person.

Active

Check this box to indicate that the Service Center is presently active.

Leave the box unchecked to flag that the Service Center is inactive.

* Default TC Authorizer

In the Service Center Details - Scheduling form, a Default TC Authorizer field appears.

This will allow companies to define the Timecard Authorizer for all Employees in the Service Center.

The selected name will appear in the Employee Details form, under the Attendance tab for all Employee configured with the selected Service Center

Building

The building where the Service Center is located.

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

Buildings are administered in the Manage Rooms form.

Click on the button to view the Building Details.

Department

The department that the Service Center primarily serves.

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

Departments are administered in the Departments form.

Click on the button to view the Department Details.

Default Action Status

In a Service Request, Service Actions are assigned to Employees that define the work to perform.

Each Action has a Status, which can be changed by the Employee to indicate the status of their work.

Select a Status from this drop-down list to set the a default value for the Service Center.

When actions are added to a Service Request that has been sent to this Service Center, this status will appear by default.

Service Action Statuses are administered in the Action Statuses form.

Default Priority Type

Select a Priority Type, which will automatically be set for Service Requests created from the selected Service Center.

Priority Types are administered in the Priority Types form.

* Temporary Booking Status

In the Service Center Details - Scheduling form, a Tentative Booking Status field appears.

This will allow companies to administer the type of bookings that Employees can make on Facilities in the Resource Scheduler form.

IMPORTANT: This functionality is made possible by Service Center Setting 222

Statuses are administered in the Scheduling Statuses form.

Select a Status from the drop down list.

When the Service Center Setting is set to FALSE, users who are not Service Center Employees will be able to create Facility Bookings; however, these events will be set with the selected Temporary Booking Status, and the Booking Type of created events will be N/A.

This rule will be applied to all Facilities that are linked to the configured Service Center.

Facilities are administered in the Facilities form.

A Service Center is linked to a Facilities in the Facility Details form.

IMPORTANT: Emails can be configured for this configuration.

Contact Vimsoft for more details on setting up email rules.

Employees

Employees can be assigned to a Service Center.

Service Requests sent to a Service Center can only be assigned to employees that are part of that Service Center.

There is no limit to the number of employees per Center, nor to the number of Centers per employee.

ADD and EDIT: Click on the Manage Service Center Employees, button, or right-click and select Manage Service Center Employees from the context menu.

DELETE: Right-click on an Employee and select Delete.

Service Center Employees

Once a list of employees is created, attributes can be set for each to define the permissions and messages received.

Assign: Service Requests can be assigned to the Employee by the Service Coordinator, as their profile will be made visible in that screen.

Center E-Mail: The employee will receive an e-mail when a Service Request is submitted to the Service Center.

Shift Log E-Mail: The employee will receive an e-mail with only the Shift Log Details from any member of the Service Center.

Shift Log SR: The employee will receive an e-mail with Shift Log Details and all related Service Requests by any member of the Service Center.

Manager: The employee is designated as the Service Center Manager.

Auto Assign: The employee will automatically be assigned any Service Request that is submitted to the Service Center.

Practical example: only one employee in the Service Center performs the work requested. A second employee can be assigned to the Service Center, to be notified of all incoming Service Requests.

Employees are administered in the Manage Employees form.

Double-click on an employee to open their Employee Details.

Rooms

Rooms from various regions can be included in the same Service Center, but each room can be part of only one Service Center.

This is specifically relevant for Rental Service Centers, where Stockrooms and Rental Rooms need to be defined.

The details of each room are administered in the Manage Rooms form.

ADD: Right-click in the tab and select Manage Rental Service Center Rooms.

EDIT: Double-click on a room to open the Room Details form.

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

Rooms

Building: The Building and Area where the Room is located.

Room locations are defined in the Manage Rooms form.

Name: The name of the Room.

Description: A description of the Room.

Code: A code can be assigned to a Room.

Barcode: If a barcode is used to identify the Room, it can be entered here.

Stockroom: Check this box to indicate that the Room is a Stockroom.

Rental Room: Check this box to indicate that the Room is a Rental Room.

Employees can be associated with a Stockroom and a Rental Room in the Employee Details form, under the Operations tab.

Pred. SRs

Area to create a list of Service Requests for the Service Center.

A list of these Requests are administered in the Predefined Service Request form.

ADD: Click the Add Center Request Types button, or right-click and select the same option from the context menu.

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

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

Predefined Service Requests

Request Type: The description of the Predefined Service Request.

Notes: Predefined Notes entered in the Predefined Service Request Details form will appear in this cell.

Rate: Service Centers can associate a Rate to their Predefined Service Requests.

When the same SR is used by multiple Service Centers, each Center can set their own rate.

If the Rate field is left blank, the Labor Rate will be used to calculate SR Costs.

EDIT: Double-click on the cell and select a Rate from the drop down menu.

Rates are administered in the Rates form.

Pred. Actions

Area to enter Center Actions that are specific to the Service Center.

ADD: Click the Add Center Actions button, or right-click and select the same option from the context menu.

EDIT: Double-click on an Action to view its details.

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

A list of the Actions are administered in the Predefined Service Actions form.

Network Feeds

Area to create a list of Network Feeds for Production Journal Discrepancies that are linked to the Service Center.

Only the selected Network Feeds will be selectable in the Production Journal Details form, where related Discrepancies can be created.

Network Feeds are administered in the Network Feeds form.

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

EDIT: Double-click on a Network Feed to view its details.

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

Disc. Categories

Area to create a list of Categories for Production Journal Discrepancies that are linked to the Service Center.

Only the selected Categories will be selectable in the Production Journal Details form, where related Discrepancies can be created.

Categories are administered in the Discrepancy Categories form.

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

EDIT: Double-click on a Category to view its details.

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

SR Statuses

Customize the list of SR Statuses for each Service Center.

A list of Statuses is administered in the Service Request Statuses form.

Service Request Statuses

Icon: Image assigned to the SR Status.

Name: Name of the SR Status.

E-Mail: Check this box to generate an e-mail when the Status is selected.

Service Center Employees set to receive e-mails will receive a message.

Requester E-Mail: Check this box to send a copy of the e-mail to the Service Request Requester.

IMPORTANT: Users can include a Request Group in the list of e-mail recipients.

To enable this functionality, the E-mail checkbox must be activated.

Request Groups are administered in the Manage Employee Groups form.

Customer E-Mail: Check this box to send a copy of the e-mail to the Customer.

Customers are administered in the Manage Customers form, and their e-mail addresses are entered in the Customer Details form.

Coordinator: Check this box to make the status appear in the Service Coordinator form.

Service: Check this box to make the status appear in the Service Request Details form.

Review: Check this box to display Service Requests with the status in the Manage Service Requests form, under the Service Requests Ready for Review tab.

Closed: Check this box to display Service Requests with the status in the Manage Service Requests form, under the Closed Service Requests tab.

SR HUD: Check this box to make the status appear in the Coordinator HUD form.

Idle: Check this box to consider SRs with this status when calculating Idle Time.

Show to Req.: Check this box to include the Service Request in the Requester's Service Request forms, along with their Owned Service Requests.

EMail Content

Customize the content of EMails generated from forms in various VimBiz modules.

E-mail content is administered in the Manage E-Mail Content form.

When an E-Mail module is set to be displayed in a Service Center in the Manage Form, it will appear under this tab.

EDIT: Double-click on the Service or Discrepancies record.

In the Service Center E-Mail Content Details form, select the data that will appear in e-mails and set the order for each piece of information to appear.

Topics

 

Settings

Area to set custom settings for the Service Center.