Solar Eclipse Trackers, Logs, and Queues. Release 9.0.4

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1 Solar Eclipse Trackers, Logs, and Queues Release i

2 Table Of Contents Disclaimer This document is for informational purposes only and is subject to change without notice. This document and its contents, including the viewpoints, dates and functional content expressed herein are believed to be accurate as of its date of publication. However, Epicor Software Corporation makes no guarantee, representations or warranties with regard to the enclosed information and specifically disclaims any applicable implied warranties, such as fitness for a particular purpose, merchantability, satisfactory quality or reasonable skill and care. As each user of Epicor software is likely to be unique in their requirements in the use of such software and their business processes, users of this document are always advised to discuss the content of this document with their Epicor account manager. All information contained herein is subject to change without notice and changes to this document since printing and other important information about the software product are made or published in release notes, and you are urged to obtain the current release notes for the software product. We welcome user comments and reserve the right to revise this publication and/or make improvements or changes to the products or programs described in this publication at any time, without notice. The usage of any Epicor software shall be pursuant to an Epicor end user license agreement and the performance of any consulting services by Epicor personnel shall be pursuant to Epicor's standard services terms and conditions. Usage of the solution(s) described in this document with other Epicor software or third party products may require the purchase of licenses for such other products. Where any software is expressed to be compliant with local laws or requirements in this document, such compliance is not a warranty and is based solely on Epicor's current understanding of such laws and requirements. All laws and requirements are subject to varying interpretations as well as to change and accordingly Epicor cannot guarantee that the software will be compliant and up to date with such changes. All statements of platform and product compatibility in this document shall be considered individually in relation to the products referred to in the relevant statement, i.e., where any Epicor software is stated to be compatible with one product and also stated to be compatible with another product, it should not be interpreted that such Epicor software is compatible with both of the products running at the same time on the same platform or environment. Additionally platform or product compatibility may require the application of Epicor or third-party updates, patches and/or service packs and Epicor has no responsibility for compatibility issues which may be caused by updates, patches and/or service packs released by third parties after the date of publication of this document. Epicor is a registered trademark and/or trademark of Epicor Software Corporation in the United States, certain other countries and/or the EU. All other trademarks mentioned are the property of their respective owners. Copyright Epicor Software Corporation. All rights reserved. No part of this publication may be reproduced in any form without the prior written consent of Epicor Software Corporation. Publication Date: April 19, 2018 ii

3 Solar Eclipse Trackers, Logs and Queues Table of Contents Trackers, Logs, and Queues Overview... 1 Trackers... 1 Activity Logs... 1 Queues... 1 Setup Requirements for Call Tracking... 2 Control Maintenance Records... 2 Additional Setup... 2 Setup Requirements for Activity Logs... 3 Control Maintenance Records... 3 Authorization Keys... 3 Setup Requirements for User Job Queues... 4 Control Maintenance Records... 4 Authorization Key... 4 Call Tracking Overview... 5 Creating Trackers... 6 Copying or Moving Trackers... 8 Creating Trackers From Ledger Transactions... 9 Spawning Trackers Opening Trackers Appending Comments to Trackers Editing Header Information on Trackers Finding and Editing Comments on Trackers Adding Internal Notes to Trackers Attaching Documents and Images to Trackers Forwarding Trackers to Other Users Call Tracking Entry Menu Options Closing Trackers Closing Trackers by User Tracking Hours Worked on Trackers Overview Viewing and Logging Hours to Trackers Logging Hours with the Tracker Stop Watch Viewing a Summary of Hours Worked on Trackers Online Customer Call Tracking Overview iii

4 Table Of Contents Before You Start Entering Customer Support Requests Tracking and Editing Your Customer Support Requests Call Tracking Maintenance Overview Call Tracking Categories, Work Areas, and Sub Areas Tracker Task Codes Defining Tracker Categories, Work Areas, and Sub Areas Maintaining Tracker Categories Maintaining Tracker Work Areas Defining Tracker Task Codes Creating Standard User and Company Comments Closing Trackers by User Activity Logs Overview Entity Activity Logs Product Activity Logs System Activity Log EDI Activity Log Viewing Entity Activity Logs Entering Activity Log Selection Criteria Viewing Maintenance Logs Viewing Change Logs User Job Queue Overview Managing Your User Job Queue Entering User Job Queue Selection Criteria User Job Queue Statuses Removing Trackers from Your User Job Queue Common Work Queues and Activity Logs by Job Function Common Work Queues and Activity Logs Activity Logs Customer Activity Log User Activity Log Vendor Activity Log Product Activity Log Sales Queues Customer Calling Queue iv

5 Solar Eclipse Trackers, Logs and Queues Bid Follow Up Queue Open Order Status Review Queue Lot Order Status Review Queue Open Work Order Queue Product Serial Queue Unearned Revenue Review Queue Warehousing Queues Transfer Confirmation Queue Cycle Count Queue Shipping Manifest Queue Tote In Process Queue Warehouse In Process Queue Warehouse In Process Status Purchasing Queues Suggested P/O Queue Procurement Confirmation Queue Return Goods Queue Accounting Queues A/R Collection Queue Invoice Preview Queue A/P Preview Queue General Queues User Job Queue Incoming Fax Status Queue Outgoing Fax Status Queue Index v

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7 Trackers, Logs, and Queues Overview The Eclipse system uses trackers, activity logs, and queues to keep users up-to-date about tasks that need to be accomplished. Trackers Use the Call Tracking System to track and report on customer, vendor, and user issues. In addition, use the Call Tracking System to resolve problems. Trackers, at a group level, provide a running account of a problem and the activities taken to resolve it. At an individual level, use trackers to keep a running list of your tasks in the User Job Queue. Use the Call Tracking System to: Append messages and vital information to a single record stored on your system, and accessible only by specific users. Submit work and enhancement requests for the system directly to Eclipse support and to monitor the progress of these trackers through the Eclipse Support Website. Assign and remove personnel from a tracker. Prioritize work requests, assign follow-up dates, and track hours spent on a tracker. Integrate trackers with the User Job Queue, allowing users to display trackers assigned to them, and to filter and sort trackers according to priority. Activity Logs Activity logs are archives for trackers. Every customer, vendor, user, product, and order has an associated activity log. Use an activity log to assign tasks to other users, to monitor the progress of those tasks, and to facilitate communication. Two additional activity logs monitor the Electronic Data Interface (EDI), if it is installed, and the system as a whole. The system populates the logs, which system administrators and Eclipse support personnel use for diagnosing system problems. Queues Queues are electronic to-do lists. Queues hold system-generated or user-generated reminders of tasks that you need to manage. You are responsible for monitoring your job queues and different function queues. For example, one function queue is the Call When Complete Queue. If an open order (one that is waiting for a back ordered item) has a status of Call When Complete and the back ordered item is received, the system adds an entry to the Call When Complete function queue. 1

8 Setup Requirements for Call Tracking Setup Requirements for Call Tracking Following are the control maintenance records and additional setup requirements for call tracking. Control Maintenance Records Set the following control maintenance records. User Defined Call Tracking Notes Bypass Header Information For Call Tracking Entry Default Status For New Entry In Call Tracking Followup List Enable Auto Hours Tracking In Call Tracking System Valid Tracker Report Types Valid Tracker Severity Valid Tracker Types Valid User Job Queue Statuses Additional Setup In User Maintenance, set up user defaults for call tracking. 2

9 Solar Eclipse Trackers, Logs and Queues Setup Requirements for Activity Logs Following are the control maintenance records and authorization keys for activity logs. Control Maintenance Records Set the following control maintenance records: Cust/Vend/User Activity Log Viewing Default Transcription Type Valid Activity Sources Authorization Keys Assign the following authorization keys: CUST.ACTIVITY.CMT.EDIT CUST.ACTIVITY.EDIT CUST.ACTIVITY.VIEW PRD.ACTIVITY.CMT.EDIT PRD.ACTIVITY.EDIT PRD.ACTIVITY.VIEW USER.ACTIVITY.CMT.EDIT USER.ACTIVITY.EDIT USER.ACTIVITY.VIEW VENDOR.ACTIVITY.CMT.EDIT VENDOR.ACTIVITY.EDIT VENDOR.ACTIVITY.VIEW 3

10 Setup Requirements for User Job Queues Setup Requirements for User Job Queues Following are the control maintenance records and authorization key for setting up the User Job Queue. Control Maintenance Records Set the following control maintenance records: Bypass Header Information For Call Tracking Entry Cust/Vend/User Activity Log Viewing Default Transcription Type Default Status For New Entry In Call Tracking Followup List Enable Auto Hours Tracking In Call Tracking System Job Tracking Default Early Release Status Next Action By For Dollars Invoiced Quote Number Of Days Before Job Quote Expires Number Of Records To Save In User Quick Access Lists Use User's Sec Level As Default For Queue Entries Valid Activity Sources Valid Tracker Report Types Valid Tracker Severity Valid Tracker Types Valid User Job Queue Statuses Authorization Key Assign the following authorization key: USER.JOB.QUEUE 4

11 Solar Eclipse Trackers, Logs and Queues Call Tracking Overview Trackers are work requests that help you identify issues that need to be resolved, contain a running log of how work is being done, and indicate to whom the work is assigned. You can also attach pertinent documents and images to trackers. When you create trackers, you can access the Call Tracking Entry window from various menus to identify for whom you are creating the tracker. When you create a tracker for a customer, vendor, or user, the system permanently stores the tracker is the designated entity's activity log. You can share trackers with other users by adding the user IDs to the tracker's forward list. When your user ID is on a tracker's forward list, the system places a copy of the tracker in your user job queue. Note: To display summary information for this queue at all times, add a User Job Queue widget to your Solar Eclipse main window. You can copy a tracker to create a new one with similar information. You can add comments and notes to assist users assigned to the tracker or as a record of your work. You can also attach documents or transfer information to a tracker. In addition you can create trackers from the following: Transactions - From a transaction's window, copy the data into a tracker to better monitor its progress. Existing trackers - Spawn a tracker from another to address a separate facet of the same issue. Copy a tracker from another to assign it to a new user or entity. 5

12 Creating Trackers Creating Trackers Use the Call Tracking Entry window to create new trackers. Depending upon how you access the Call Tracking window, you can create a tracker for a user, a customer, or a vendor. When you create trackers, you can define the business area the tracker affects, such as accounting, the security level to protect who can access the tracker, and the expected date by which the tracker should be resolved. After you create a tracker, append your comments, forward it to other users who need to work on it, and monitor its progress. Manage the tracker, as needed, until it the issue that it is recording is resolved. The tracker heading contains the following information used for tracking the work request: Entity to whom the tracker is assigned and contact person. Category, work area, and sub area assigned to the work request. Source of the work request, such as , telephone, or in-person. Priority for the work request. Personnel responsible for next action and final action. Expected completion and delivery dates. Security levels and statuses to determine who can view the tracker. To create a tracker: 1. Display the Call Tracking Entry window in one of the following ways: From the System menu, select User Activity Log Entry to store the tracker in the designated user's activity log. From the A/R menu, select Customer Activity Log Entry to store the tracker in the designated customer's activity log. From the A/P menu, select Vendor Activity Log Entry to store the tracker in the designated vendor's activity log. 2. In the Call Tracking Search window, enter the user, customer, or vendor name and click New. The Call Tracking Entry window displays, with the user or entity name in the User/Customer/Vendor field. Note: From any Call Tracking Entry window, you can create a new tracker by selecting the File > New menu option. You can also create a tracker from a displayed transaction, copy a tracker, and spawn a tracker. The system assigns a tracker ID and displays the Call Tracking Entry window. The window shows the ID and name of the ID of the user creating the tracker. 3. Complete the header information fields, as needed. 4. On the Comments tab, enter the initial tracker comment. In the first line of the comment, use keywords that define the tracker. When the system lists trackers in synopsis mode, the keywords help users identify the tracker contents. 6

13 Solar Eclipse Trackers, Logs and Queues 5. Select the forward tab and add users to the forward list, as needed. 6. Use the remaining menu options, as needed. 7. Save the information and exit the window. 7

14 Copying or Moving Trackers Copying or Moving Trackers Copying a tracker creates a new tracker, which contains the same information as the original tracker. Use this function to create similar trackers for multiple entities. Moving a tracker changes the activity log to which a tracker is assigned. The system removes the tracker from one activity log and moves it to another. Use this function if you mistakenly assigned a tracker to the wrong entity. To copy or move a tracker: 1. Open the tracker you want to copy or move. 2. From the File menu, select Copy to display the Tracking Log Copy window. 3. Click the User or Entity tab and enter the ID of the user or entity to whom you want to assign the new or moved tracker. 4. In the Comments to Copy field, select one of the following: All - Copies all comments. Internal - Copies internal comments only. External - Copies external comments only. Secure - Copies secure comments only. For additional information about appended comments, see Appending Comments to Trackers. 5. In the Copy Notes (Y/N) and Copy Hours (Y/N) fields, indicate whether you want to include all notes and hours associated with the original tracker in the new or moved tracker. 6. Click one of the following buttons, as needed: Button Copy Move Function Copies the tracker to the user or entity activity log. The initial comment remains unchanged. A new tracker ID and date/time stamp are assigned. The system indicates that the tracker was copied by inserting ** Copied from and the original Tracker ID and Date prior to the initial comment. Moves the tracker to the user or entity Activity Log. The original comment remains unchanged. A new tracker ID and date/time stamp are assigned. The system indicates that the tracker was moved by inserting ** Moved from and the original Tracker ID and Date prior to the initial comment. The system displays the new tracker in the Call Tracking Entry window. 7. Edit the tracker, as needed, and then save the tracker. 8

15 Solar Eclipse Trackers, Logs and Queues Creating Trackers From Ledger Transactions You can create a tracker from any ledger transaction, such as a sales order or cash receipt. The system includes the transaction ID and other information in the initial tracker comment. From the tracker, you can use the Edit > View Contents menu option to view the transaction. To copy line item information from a sales, purchase, or transfer order into a tracker, add the designated line items to the OE clipboard and then select the Line Item Clipboard Info option when performing the following procedure. When you create a tracker from a sales order transaction and the order is invoiced, the system appends to the tracker with the invoice information. To create a tracker from a ledger transaction: 1. From the order's body tab, press Shift-F4. At the Enter Tracker For prompt, the system displays the activity logs to which you can assign the tracker. The options, which vary depending on the type of transaction from which you press Shift-F4, can include the following: Option Ship-To Bill-To Ship-From Pay-To User Different User Order Line Item Clipboard Info Assigns the tracker to... the ship-to customer's activity log. the bill-to customer's activity log. the ship-from vendor's activity log. the pay-to vendor's activity log. your activity log. another designated user's activity log. the order's activity log. the ship-to customer's activity log and copies the order generation's line item data from the OE clipboard into the tracker. Note: The system only displays this option if you are viewing a sales, purchase, or transfer order generation and have copied one or more line items from the order generation to the OE clipboard. 2. Select the activity log to which to assign the tracker. The system displays the Call Tracking Entry window with the transaction information in the comment section of the tracker. 3. Edit the header information fields, as needed. 4. Append your comment to the tracker. 5. Update the forward list, as needed. 6. Use the remaining menu options, as needed. 9

16 Creating Trackers From Ledger Transactions 7. Save the tracker and exit the window to save the tracker, send it to the users on the forward list, and return to the ledger transaction. Note: To access the tracker from the ledger transaction, view the transaction's change log. 10

17 Solar Eclipse Trackers, Logs and Queues Spawning Trackers Spawn a new tracker from an original tracker when a new issue, which is related but secondary to the original issue, is found. The original tracker is linked to the spawned tracker, but you resolve each individually. Spawning a new tracker prevents the original tracker from being cluttered with secondary issues, so you can focus on the original issue. On the original tracker, a Spawn button displays in task bar at the bottom of the window to indicate that trackers have been spawned. Click this button to view spawned trackers. On the spawned tracker, a View button displays in the task bar at the bottom of the window to indicate that the tracker was spawned. Click this button to view the original tracker. To spawn a tracker: 1. Display the tracker from which you want to spawn a new tracker. 2. From the File menu, select Spawn to display the Spawned Trackers window and select New. The Call Tracking Spawn window displays, prompting you for the type of information to copy to the spawned tracker. 3. For each of the following fields, accept the defaults or change the values. Field Entity Clear Comments for Spawn Clear Followup List for Spawn Description The customer or vendor to whom to assign the spawned tracker. By default, the system assigns the tracker to the same entity as the original tracker. Indication whether to clear or copy the comments from the original tracker in the new tracker. Yes Clears all original tracker comments from the spawned tracker. For long trackers, we recommend selecting this option. This is the default. No Copies all comments from the original tracker to the new tracker. Indication whether to clear or copy the forward list from the original tracker to the new tracker. Yes - Clears the original forward list from the spawned tracker. Select this option to create a new forwarding list for the spawned tracker. This is the default. 4. Click OK to display the Call Tracking Entry window. Note: If one or more contacts are following the progress of the tracker using online customer call tracking, a prompt displays asking if you want to clear the external forwarding list for the tracker. At the prompt type N to copy the contacts on the external forwarding list to the spawned tracker. Type Y to clear the contacts on the external forwarding list of the new tracker. No - Copies the forward list from the original tracker to the new tracker. The window displays for the spawned tracker with the header information copied from the original tracker. 5. Edit the header information on the tracker, as needed. 6. In the Comments tab, enter the new tracker issue. 11

18 7. Update the forwarding list, as needed. 8. Use the remaining menu options, as needed. 9. Save the spawned tracker and exit the window. The original tracker from which you spawned the new tracker displays. Spawning Trackers Note: To display the original tracker from which the current tracker was spawned, select the File > View Parent Tracker menu option. 12

19 Solar Eclipse Trackers, Logs and Queues Opening Trackers In addition to creating trackers, you can use the Call Tracking Entry window to open existing trackers. If you open a tracker that another user is editing, the system displays the tracker for you in view-only mode with a message identifying the user who has the tracker locked. If you open a tracker that you are already editing, the system displays a reminder that you already have the tracker open for editing and gives you the option to display the tracker in view-only mode. Note: You can also open trackers from the User Job Queue Viewing and Activity Log Viewing windows. To open a tracker: 1. Display the Call Tracking Search window in one of the following ways: From the System menu, select User Activity Log Entry. From the System menu, select Activity Log Indexing. From the A/R menu, select Customer Activity Log Entry. From the A/P menu, select Vendor Activity Log Entry. 2. To locate a tracker assigned to a designated user, customer, or vendor, enter the name in the corresponding field. You can also click the list button in this field to display a quick access list of your most recently accessed trackers. 3. In the Type field, select one of the following options to define the types of trackers to search. Show All Trackers - The system searches all trackers that contain the keyword, contact ID, or entity ID that you enter in the Search String field. Open Trackers - The system searches all open trackers that contain the keyword, contact ID, or entity ID that you enter in the Search String field. Closed Trackers - The system searches all closed trackers that contain the keyword, contact ID, or entity ID that you enter in the Search String field. Internal Open Trackers - The system searches all trackers open internally but closed externally that contain the keyword, contact ID, or entity ID that you enter in the Search String field. It also disregards closed trackers and trackers that are both internally and externally open. 4. In the Search String field, enter one of the following: A word or phrase in the keyword list of the tracker for which you are searching. A contact's ID assigned to the tracker for which you are searching. An entity's ID assigned to the tracker for which you are searching. Note: Click the Show Advanced button, if needed, to display the User Job Queue Selection Criteria window, where you can enter additional search criteria. 5. Click the Search button to begin the search. The system displays a list of all trackers containing the search criteria. 13

20 Opening Trackers 6. Select the tracker you want to view. The system displays the tracker in the Call Tracking Entry window. 14

21 Solar Eclipse Trackers, Logs and Queues Appending Comments to Trackers Appended comments, also called appends, record the progress of trackers. Users assigned to trackers can record all work done on a tracker, such as testing or placing a call to a customer regarding an order. Appends can be internal, external, or secure. Only internal users on the forward list can view internal appends. Internal users and external users (customers assigned to the tracker) can view external appends. Only the author and the author's selected users can view secure appends. By default, the system sends a message to every user on the forward list when you make an append to a tracker, but you can determine who receives message notification. Limiting the messages the system sends to only the users who need notification, eliminates unnecessary messages for the other users on the forward list. In addition to making appends, you can also attach documents or images to the tracker. For example, if you have a tracker for monitoring a customer's large outstanding balance and the customer sends a letter that explains their payment plan, you can scan the letter and attach the image to the tracker. Note: If the user is not the owner of the original append and their view level in USER.ACTIVITY.VIEW, VENDOR.ACTIVITY.VIEW, or CUST.ACTIVITY.VIEW (depending on the tracker type) is at least the security level of the tracker, the user is allowed to edit the original append. If there is no tracker security level, any user that has access to view the tracker can edit an original append. To append a comment to a tracker: 1. Open a tracker. 2. From the Edit menu, select New Append to display the Append Comment window. The window displays the tracker number. 3. In the To field, indicate to whom you are directing your comment. Do one of the following: To enter an append for... a single user a group of users Task Enter that user's ID in the To field, such as ADMINTEAM or SUPPORT. The system begins the append with this user's ID. Do one of the following: Click the Multiple Item button in the To field. The system displays the Multiple Append User List window which shows all the users on the forward list. Add a user ID on a blank line Delete a user ID from the list. Save the list and exit the window to address the message to multiple users. Note: The system displays **Multiple** in the To field and prefixes your append with all user IDs to whom the message is addressed. 15

22 Appending Comments to Trackers To enter an append for... everyone on the forward list a note, without updating anyone Task Do one of the following: Clicking the Multiple Item button in the To field. Entering all.list in the To field. The system displays the Multiple Append User List window which shows all users on the forward list. Save the list and exit the window to address the message to all users on the list. The system displays **Multiple** in the To field and prefixes your append with all user IDs on the forward list. Type note in the To field. The system does not send the appended message, but all users on the tracker's forward list can view the appended note. The system adds NOTE as the prefix to your append. Note: If your company has more than one kind of note entry, the system prompts you to select a note type. 4. Depending on who you addressed the append message to, press Enter or Tab to advance through the Status and Next Action fields. If you have addressed the appended message to a single user, the system displays that user's current status on the tracker in the Status field. In the Next Action field, the system displays the current user ID assigned the next action for the tracker. 5. From the Append Type menu, select one of the following append types: Append Type Internal External Secure Function Only internal users are able to view these appended comments. Both internal users and customers are able to see the appended comments. Only you and the users you select on the Secure List window can view the appended comments. From the File menu, select Secure List to enter a list of users that can view the secure append. Note: The system displays the type of append at the bottom of the Append Comment window. 6. In the window's body, enter your message. 7. To use a predefined user or company comment from the File > Select Comment menu. This is optional. 16

23 Solar Eclipse Trackers, Logs and Queues 8. Use the following menu options, as necessary: Menu Menu Option Function File Add Cross- Reference Set Tab Size At the prompt, edit the number of spaces to assign to the Tab size. Click OK once you have set a new Tab size. Select Comment Displays the User / Company (*) Defined Comments window, where you can select a standard user or company comment to add to your append message. The screen lists user-defined comments first. Asterisks precede company-defined comments. Edit Comments Keywords Secure List Product / Entity / Tracker / Order Displays the User Comments Maintenance window, where you can create or edit standard company comments, if authorized, to add to tracker appends, tracker closing comments, or fax memo comments. Adds more keywords for the search routines to use in identifying this tracker. Displays the Secure List window, where you can create the list of users who can view the secure append. At the prompt, enter the product, entity, tracker, or order ID with which to cross-reference this tracker. 9. Save your append and exit the window to return to the Call Tracking Entry window. Note: Edit appends by placing the cursor on the append and selecting the Edit > Edit Append menu option on the Call Tracking Entry window. The system displays the Append Comment window with the selected append. Edit and save the append comment, as needed. 17

24 Editing Header Information on Trackers Editing Header Information on Trackers The fields in a tracker header identify the user, customer, or vendor to whom to tracker is assigned and other key information about the tracker, such as accounting, the security level to protect who can access the tracker, and the expected date by which the tracker should be resolved. Edit these fields as needed. To edit header information on a tracker: 1. Open a tracker. 2. Edit the following fields, as needed: Field Customer Contact Category Work Area Sub Area Source Priority Ext Status Int Status Sec Level Next Action Final Action Expected Dt Delivery Dt Description The customer, vendor, or user to whom the tracker is assigned. For customer or vendor trackers, the primary contact responsible for monitoring this tracker. Display the list of contacts assigned to the customer or vendor and select one. Category to which to assign the tracker for reporting purposes. Select a category. Work area within the category assigned for reporting purposes. After assigning a category, select a work area. Sub area within the work area assigned for reporting purposes. After assigning a work area, select a sub area. Source from which this tracker originated, such as Phone, , or In Person. Select a source. Priority assigned to the tracker. Select from the list of system-defined priorities. Tracker status for external users, such as customer contacts, who view this tracker. Select a status from the list. Tracker status for internal users, such as your employees, who view this tracker. Select a status from the list. Security level (1-99) associated with the tracker. If your security level in the CUST.ACTIVITY.EDIT or VENDOR ACTIVITY.EDIT authorization key, depending on the type of tracker you are creating, is less than the security level, you cannot change the security level of the tracker. User ID of the person responsible for taking the next action on the tracker. User ID of the person responsible for taking final action and closing the tracker. Date when you expect the tracker to be resolved. Date when you must deliver the tracker results to the customer, vendor, or user to whom it is assigned. 3. Append a comment to the tracker or use the menu options, as needed. 4. Press Esc to save your changes and exit the tracker. 18

25 Solar Eclipse Trackers, Logs and Queues Finding and Editing Comments on Trackers Use the Job Tracking Search window to locate a word or phrase in the comments appended to a tracker. For example, to locate a comment that you previously appended to a tracker, use your user ID as the search string. To find a comment about completing a work order, enter work order as the search string. You can edit any comment that you appended to the tracker. You cannot edit comments entered by other users. To find a comment on a tracker: 1. Open a tracker. 2. From the Edit menu, select Search to display the Job Tracking Search dialog box. 3. In the Search String field, enter the text you want to locate. 4. In the Start From Top field, select either of the following: Y - If you want the search to begin from the first line of the tracker. N - To start the search from the current cursor position. 5. In the Display Number of Occurrences field, select either of the following: Y - To have the system indicate how many times the search string occurs in the tracker. N - If you do not want the number to display. 6. Click the Search button to perform the search. If you indicated that you want to see how many times the string occurs in the tracker, the system displays a message indicating the number of occurrences found. Press Enter to acknowledge the message and continue. If there is an occurrence of the text string, the cursor moves to the line where the text is located. If there is no occurrence of the text string, the system returns to the Call Tracking Entry window. 7. To search for the next occurrence that meets your search criteria, repeat steps 2-6. If no additional occurrences exist, the system displays a prompt alerting you that the item was not found and asking if you want to search again starting from the top of the tracker. Press Enter to continue the search from the top, or type N and press Enter to end the search. To find a comment on a tracker: 1. Open a tracker. 2. Find the comment you want to edit. 3. From the Options menu, select Edit Append to display the selected comment on the Append Comment window. 4. Edit the text of the comment, as needed. 5. Save your changes and exit the tracker. 19

26 Adding Internal Notes to Trackers Adding Internal Notes to Trackers Use the Notes window to add internal comments to a tracker. Internal notes do not display in the body of the tracker with the appends, and therefore do not print or send a notification to any users when added. Use the Notes menu option to add or view notes. The note types you can create are defined in the User Defined Call Tracking Notes control maintenance record. To add an internal note to a tracker: 1. Open the tracker to which you want to add a note. 2. From the File menu, select Notes to display the Select Product Note dialog box, which lists the types of notes you can enter. 3. Select the note type. The Notes dialog box for the topic you selected, such as Customer Notes, displays. 4. Enter the note to attach to the tracker. 5. Click OK to save the note and return to the tracker. 6. Save your changes and exit the window. 20

27 Solar Eclipse Trackers, Logs and Queues Attaching Documents and Images to Trackers In addition to appending comments to a tracker, you can also attach documents and images that can clarify or enhance the tracker discussion. To do this, your company must have the Document Imaging companion product. To attach a document or image to a tracker: 1. Open the tracker to which you want to attach a document or image. 2. Do one of the following: Press Shift-F7. From the User Tools > Imaging menu, select Index Images. 3. Browse to the file you want to attach and select it. The Attachment Indexing window displays. 4. In the Image Description field, replace the default profile description with a more complete description of the attached image, if needed. 5. In the Document Profile field, replace the default document profile, if needed, by selecting from a list of available document profiles, such as Signature or Letter. 6. Populate the rest of the fields, as needed. 7. Click the Preview button to view the attachment, if needed. 8. Click one of the following buttons: Index - Cuts the file from the current location and pastes it in the index. For example, if you attach a file from your hard drive, the system removes the file from that location and places it into the indexed file. Index Without Delete - Copies the file from the current location and pastes it in the index. The file is then in two places. For more information about attachment indexing, see Attaching Images to Eclipse Records. Note: Click the image icon in the upper-right corner of the Call Tracking Entry window to display the attachment. 9. Save your changes and exit the window. 21

28 Forwarding Trackers to Other Users Forwarding Trackers to Other Users Use a tracker's forward list to include all the users that need to be notified as work is being done on a tracker. For example, you might have a tracker in your job queue that requires approval by your manager after you complete your portion of the work, or the tracker might require action by users in more than one department. When you add a user to a tracker, the tracker displays in those users' job queues. To forward a tracker to other users: 1. Open a tracker. 2. Click the Forward List tab to display the Forward List section of the window. 3. In the Forward To field, place the cursor on a blank line and enter additional user IDs. The system enters each user's full name in the Forward Name field and assigns the status Newitem. Current scheduled events display in the Schedule field for each user on the list. Note: Immediately behind the user information in the Forward Name field, the system displays the user's current status, such as Logged In or Logged On - Not Clocked In. 4. In the Status field, select a new status for users, as needed. Typically, only supervisors can change the status for another user; however, you can update your own status. 5. To set an alarm date for a tracker, enter a date in the Alarm Date field. For example, a customer requires completion of the task described in the tracker by March 4, 2003, and you want to ensure that the tracker is complete before that date. Set the alarm date for March 2, 2003, to allow a two-day grace period for the tracker's completion. The tracker displays in the user's job queue on the alarm date you set. Use alarm dates as an additional way to prioritize trackers. 6. In the Followup Date field, enter the date on which you want the entry to appear in the job queue of the recipient. Normally, users set the follow-up date as a means of managing items in their own job queue. Note: When you append to a tracker, it displays in the job queue of each user to whom the append is addressed, even if you entered a future date in the Followup Date field for a user. 7. Use the following items on the Options menu, as necessary: Menu Option Find User Contact Access Add Creator Function Finds a user ID in the Forward To list that you enter at the prompt. Displays the Call Tracking Contact List dialog box, which lists contacts from outside the company with whom your company is working. It also lists those contacts' statuses on the tracker. Assigns the Next Action to the user ID of the person who created this tracker and removes your user ID from the Next Action field on the tracker. 22

29 Solar Eclipse Trackers, Logs and Queues Menu Option Final Action Remove Yourself Function Copies the user ID assigned in the Final Action field to the Next Action field and to the Forward To field, if it is not already there, indicating which user has the final action for the tracker. Removes your user ID from the Forward To list. If your user ID is assigned to the Next Action field, the system prompts to assign a new user ID to that field. 8. Save your changes and close the window to forward the tracker. 23

30 Call Tracking Entry Menu Options Call Tracking Entry Menu Options Use these additional menu options on the Call Tracking Entry window to perform the following functions: Menu Menu Option Function File View Parent Tracker Print Comments Page Setup Fax Entity Contacts Maintenance Log Notes If the currently displayed tracker was spawned from another tracker, displays the original tracker. Prints comments for the tracker from the selected printer. At the Select Append Type prompt, select which types of appends to print. Define the paper type and printer source along with the page orientation and margins. Faxes the tracker to the recipients you indicate in the Fax Memo window. At the Select Append Type prompt, select which types of appends to fax. Displays the Tracker window, where you can the tracker to the indicated recipient. Do one of the following: In the Enter Address field, the system enters the address of the contact associated with the tracker. Edit the recipient's address, as needed. In the Select Options field, select one of the following: Send Tracker - Sends a copy of the tracker in the . This is the default. Memo - Sends an message you enter. If you selected Send Tracker in the Select Options field, select which type of appends to in the Select Append Type field. The default is All. Displays the Contacts window, which lists the contacts associated with the entity to which the tracker is assigned. Select a contact or New to create a new contact. Displays the maintenance log associated with this tracker. Displays internal notes attached to the tracker. Edit Edit Append Edit the append on which the cursor is placed. Keywords Displays the Keywords window, where you can add keywords to the tracker. By default the system includes the first line of the original comment in this window. You can enter additional keywords on this screen to assist you in searching for this tracker using the Search function. 24

31 Solar Eclipse Trackers, Logs and Queues Menu Menu Option Function View Items Search Comments Forward List Sort Show Append Displays an attachment or inquiry option associated with the tracker. If more than one attachment exists, a list of attachments displays from which you can select. Attachments are identified by a customer, vendor, part, transaction, schedule, or tracker number. If the currently displayed tracker was spawned from another tracker, the system lists the parent tracker as one of the attachments. Displays the Job Tracking Search window, where you can enter search criteria for finding a tracker comment. Displays the Comments section of the Call Tracking Entry window. Displays the Forward List section of the Call Tracking Entry window. Sorts the appended messages on the Call Tracking Entry window. Select to sort appends either By Ascend Date or By Descend Date. The system remembers your choice and displays appends accordingly. Regardless of your choice, the system always lists the original comment as the first append. Select to view the following types of appends: All - Displays to all users on the forward list and who view the tracker. Internal - Displays only to internal users. External - Displays to internal and external users. Secure - Display only to the users to which the append is sent. Release Notes - Added as a standard append and to the Release Notes field. All-Note Secure - Displays to all users on the tracker but in secure mode. Options Set Tab Size At the prompt, edit the number of spaces to assign to the Tab size. Click OK once you have set a new Tab size. User Tools > Imaging Index Images View Images Edit Images View Preferences Capture Screen Indicates whether to keep the images on the local machine or to discard once they are attached to the tracker. See Attaching Images to Eclipse Records. View only the images. Use to edit attached images. See Document Imaging Overview. Use to define view preferences for attached images. See Document Imaging Overview. Use to take a screen shot of the current window. You can attach the screen shot to the tracker by entering the tracker ID at the prompt. See Document Imaging Overview. 25

32 Closing Trackers Closing Trackers Closing a tracker indicates that the problem or issue for which the tracker was created has been resolved. To close a tracker, your user ID must be assigned to the Final Action field on the Call Tracking Entry window or you must be designated as a maintenance user for the user ID that is assigned. If you are authorized to close trackers, consider the following: If the tracker's external status is not Closed, using the Close menu option displays the Close Type window, which gives you the option to change only the external status or both the external and internal statuses to Closed. If the tracker's external status is Closed, using the Close menu option displays the Closing Message dialog box, where you can enter a closing message to append to the tracker. The system changes the tracker's internal status to Closed. Even though you close the tracker and remove yourself from the forwarding list, other users remain on the forward list and the tracker remains in their job queue until they remove themselves from the list. To close a tracker: 1. Open the tracker that you want to close. 2. From the File menu, select Close Tracker. The system displays the Detail Tracking Hours dialog box. 3. Enter the time worked, if applicable. 4. Perform one of the following to close the tracker: The system displays one of the following prompts: If your user ID is in the Final Action field of the tracker's forwarding window and if you are authorized to close the tracker, the Close Type prompt displays. From the option list, select one of the following: Both - Closes the tracker for internal and external viewers. External - Closes the tracker for external viewers only. If your user ID is not in the Final Action field of the tracker's forwarding window but you are authorized to close trackers, the You are not the Final Action By prompt displays. Select Close Anyway from the displayed list to close the tracker. The system then displays the Closing Message dialog box. 5. Type a closing message that explains why you are closing the tracker. Use the following menu options, as needed, to add pre-defined comments to the closing message: Menu Option File > Select Comment File > Edit Comments Function Displays the User / Company (*) Defined Comments window, where you can select a pre-defined comment to add to the closing message. Displays the User Comments Maintenance window, where you can create or edit a standard comment to add to the closing message. 26

33 Solar Eclipse Trackers, Logs and Queues 6. Exit the Closing Message dialog box. The system does the following: Updates the tracker with your closing message. Changes the value in the Ext Status field on the Call Tracking Entry window to Closed, if you selected External. Changes the values in the Ext Status and Int Status fields on the Call Tracking Entry window to Closed, if you selected Both. Replaces your user ID with blanks in the Final Action and Action By fields on the Call Tracking Entry window and the Final Action By and Action Required By fields on the Forwarding window. Removes your name from the forwarding list and forwards the tracker to all other users on the list. Deletes the tracker from your user job queue. 27

34 Closing Trackers by User Closing Trackers by User Use the Call Tracking Update Utility to close out or remove users from trackers. You can clean up queues that have not been maintained by the user. The system searches for that user on any tracker based on the criteria entered and provides a report for review. You can then determine whether to remove the user or remove the user and close the trackers. To remove a user from trackers: 1. From the System > System Files > Call Tracking Maintenance menu, select Call Tracking Update Utility to display the Call Tracking Update Utility window. 2. In the User ID field, enter the user system name you want to remove, such as HEATHERK. You can use the normal search function to locate a user, if needed. 3. In the End Date field, select the date on which you want the system to stop selecting trackers. Similar to the User Job Queue Viewing, the system uses the Follow Up Date for this selection. For example, if a user has left the company you may want to remove the ID from all trackers, therefore you leave the date defaulted to the current date. However, if a user has moved groups as of June 30, you can remove that user from trackers up to that date knowing the user is still responsible for the trackers dated after June In the Selection Type field, select which status, such as Follow Up or Final Action, for which you want to search for the user. 5. From the File Menu, select Preview. The system builds a preview report. Depending on the number of trackers and your criteria, this may take several minutes. Important: A preview is not required, but highly recommended before removing a user from multiple trackers. You can adjust the parameters before performing the action. 6. Review the report. 7. If all trackers should be handled, return to the Call Tracking Update Utility window and select one of the following: Remove from tracker Remove from tracker and close The system closes the utility and returns you to the main Solar window. 28