TMW Asset Maintenance. TMW AMS - SQL Road Calls Guide

TMW Asset Maintenance TMW AMS - SQL Guide

Table of Contents Introduction... 2 Setting Road Call Options... 3 Starting the Module... 5 Changing Shops... 5 Searching... 5 Road Call Options... 7 Enter Road Call Information... 8 Create a New Road Call... 10 Edit an Existing Road Call... 12 Create a Plan in Shop Planner... 12 Create Repair Order and Plan... 13 Create Plan Only... 16 Create Work Pending... 17 Create Vendor Repair Order... 18 Create Purchase Order... 20 Access Unit Information... 21 Creating a Follow Up Date... 22 Assigning the Follow Up By to a User... 22 Entering an Estimate Completion Date... 23 Creating User Defined Fields... 23 Search Customization... 24 Printing Road Call Information... 28 Using Mapping Functions... 31 How to Contact TMW AMS Customer Support... 33 Copyright 2013 TMW Systems, Inc. 1 Revised: 4/2013 A Business Confidential Document.

Introduction The module is designed for the company that handles incoming road calls from within a breakdown call center or that has an independent mobile service department. It helps you record and track the units that have broken down and the calls that come into the shop. It enables you to maintain a list of the closest repair facilities and create outside, internal or pending repair orders on the spot. The module helps you reduce down-time, control costs, easily create vendor repair orders and purchase orders, and to know the status of units at all times. The module has a number of valuable features: Automatically create a call number for each occurrence, simply by entering a unit number or driver number Quickly enter and save notes by user and share information between personnel Quick access to third party services Access all information from a single screen Ability to view unit information, including PMs due, warranty, specifications, after-market warranty, and repair order history Track time from initial call until unit is back on the road After an initial order has been created, additional orders can be created for the call Create Plans, Repair Orders, Purchase Orders, and Work Pending directly from Road Call module Capable of tracking multi-vendor repairs Add additional sections to repair orders or make changes to existing repair order sections View the entire repair order regardless of the order status; the program differentiates between whether the repair order is current or in history status and displays the appropriate information Close the repair order (if multiple repair orders have been created, the road call cannot be closed completely until all repair orders are closed) Cancel repair orders if no charges have been applied for the order, and close a road call if no action has taken place Reopen a closed repair order Place a repair order in a closed pending state which allows any PMs on the order to be processed Ability to reprint the work card and the entire repair order with all charges View a description of all system codes entered during the road call creation Reopen a closed road call if nothing has taken place on the call Guide 2 Revised: 4/2013

Forwards call comments into repair order comments the Road Call module is fully integrated with TMW AMS. Setting Road Call Options To set the Road Call options in TMW AMS go to SysMgr > Options >. This option is visible only if you have purchased the module. Require Driver Number on - If checked, a road call cannot be created unless the driver number is entered. Do Not Validate Driver Information on - If checked the driver information is not validated. Once the Do Not Validate Driver Information on box is checked it cannot be unchecked. Move Call History Log to RO Comments - If checked the call history log will be moved to the RO Comments when the repair order associated with a road call is closed. Road Call Colors (Hours)- The highlight on a Road Call can be a User-Defined setting that will be controlled based on the number of hours the Road Call has been open. The colors are set up in TMW AMS Sysmgr > Options >. The colors are White, Blue, Yellow, and Red. White is the default color and will be displayed starting at 0 hours through the next highest setting. White is also used for Complete and Closed. Guide 3 Revised: 4/2013

Blue is the first color that is user-defined. This color has the least precedence and should be set up with the lowest number of hours. The number you select will be the starting point at which the color will be used. For example: If you set Blue to be 2 hours, the Road Call will be White until it has been open for 2 hours. Once it has been opened for 2 hours it will then be highlighted Blue. If no other colors are setup, all will remain Blue until they are Complete or Closed. Yellow is the second color that is user-defined. This color has precedence over blue and should be set up with the second lowest number of hours. The number you select will be the starting point at which this color will be used and where the previous color will no longer be used. For example: If you set Blue to be 2 hours and Yellow to 4 hours, the Road Call will be Blue once it has been opened for 2 hours and will remain Blue until the call has been open for 4 hours. The highlight will then change to Yellow and if the color Red is not setup, all will remain Yellow until they are Complete or Closed. Red is the third color that is user-defined. This color has the highest precedence and should be set up with the highest number of hours. The number you select will be the starting point at which this color will be used and where the previous color will no longer be used. For example: If you set Yellow to be 4 hours and Red to 8 hours, the Road Call will be Yellow once it has been opened for 4 hours an d will remain Yellow until the call has been open for 8 hours. The highlight will then change to Red and all will remain Red until they are Complete or Closed. To turn off the highlight for any or all colors use 0 for the number. Road Call Mapping Type - Determines the type of mapping the program will use to create a map for the vendor location, the unit location, and the route from the unit to the vendor. Valid choices are None, MapPoint, and Internet. If Internet is selected, the user may use Bridgestone, MapQuest or Verizon SuperPages for the mapping capability in the Options. If MapPoint is selected, Microsoft MapPoint must be installed on the machine with. Either MapPoint or Internet will add a new Tab to the Road Call called Map It and a section on the Information Tab called Map It with the following buttons: Locate Vendor and Locate Unit. A Map Route button will also be added if MapPoint is selected. Locate Vendor requires that a vendor id is selected on the Road Call. Locate Unit will display the Map It form where the physical location of the unit can be entered. The Map Route button will create a route from the Vendor to the Unit if MapPoint is used for mapping. Guide 4 Revised: 4/2013

Starting the Module To open the module, go to Start > All Programs > TMW Systems, Inc > AMS and click on. The Shop ID prompt is displayed. You can enter a shop, or click on the Flashlight icon to search for a shop. Each time you start the program, this prompt is issued and you must select a shop. Changing Shops To change to a different shop while the program is open, click on the Shops icon on the toolbar, The Default Shop ID dialog box is displayed. Click the Flashlight icon next to the Shop ID field to display a list of valid shops. Select a shop from the list to highlight it and click OK. Searching The Search dialog box is displayed. Additional functions are available by right-clicking in the lower grid. These functions include: Open an existing road call Create a new road call Delete a road call Customize the grid (Hotkey = F9) Guide 5 Revised: 4/2013

Print a query Export road call data Set up print options for print functions Print a road call The Search by Associated Order section enables you to select Repair or Purchase Order for the order type and to enter an order number. The search then returns the road call associated with the criteria you entered. This function is useful if you have a list of repair order numbers and want to quickly locate the associated road calls. Specify any search criteria in a field that you know will narrow the search. To search all road calls, leave all of the fields blank. Specifying some data as search criteria reduces the time needed to search the database and also reduces the number of entries returned. Use search criteria whenever possible. If you know the unit ID, you can enter it as search criteria. Click Search. A list of road calls for this unit is displayed. Guide 6 Revised: 4/2013

If any exist, they are displayed in the lower grid. This display is color-coded. The color coding is set up in TMW AMS Sysmgr > Options >. An example of a grid showing color-coded results is shown below. Elapsed time is calculated on the COMPLETE date. When a Road Call is changed to complete status, the complete date is set. This is then used to calculate the elapsed time. If a road call is changed from Open to Closed, the Closed date will equal the Complete date. Click on Reset to clear the screen to start a new search. If an option is greyed out, you must first select a road call in the lower grid, then right-click. Road Call Options On the Search screen click Options to display the Options dialog box. These options affect all road calls. Select the options you want to use. Enter Unit ID First -When a new road call is created, the cursor focus is placed in the Unit ID field to enable entry of the Unit ID first. Guide 7 Revised: 4/2013

Enter Driver ID First - When a new road call is created, the cursor focus is placed in the Driver ID field to enable entry of the Driver ID first. If the Unit IDs have been assigned to the drivers, it does not matter if Unit ID or Driver ID is entered first because the system uses the assignment to automatically populate the other field. For example, if you have unit 1010 assigned to Driver ID 12, if Driver ID 12 is entered first, unit 1010 is automatically populated. If Unit 1010 is entered first, the employee ID is automatically populated with Driver ID 12. The advantage of starting in the Driver ID field (if all units are assigned to drivers) is that you do not have to tab through the driver information fields. Bold Color Line Font -Display type in a bold font if the line is color coded. Map It With - Select MapQuest or Verizon Super Pages as your internet mapping option. Enter Road Call Information Double-click the road call you want to work with. An editing screen is displayed. From this screen, you can: Create a new road call Create a shop plan and an associated repair order Create a work pending repair order Create a vendor repair order Create a purchase order Access unit information from the Unit Master Access printing functions, including a print preview, print button, and printing options Guide 8 Revised: 4/2013

Set up a follow up date Assign a person to follow up on the Road Call Set up an estimated completion date Set up user defined fields for information you want to track View any standard messages that are associated with. Additional functions are available through a right-click menu accessed when the cursor is in the Orders grid section. These functions include: Customize the grid (Hotkey = F9) Show all road calls Show no road calls (clear the screen) Open the selected road call Create and open an invoice for the selected road call Create a purchase order for the selected road call Additional functions available through a right-click menu accessed when the cursor is in the Components grid include: Add a component code (or use the Add button) Open a component code dialog box (or use the Open button) Delete a component code (or use the Delete button) Customize the grid Guide 9 Revised: 4/2013

Select all component codes in the grid Deselect all of the component codes (clear the grid of selections) Create a Shop Plan/RO Create a Work Pending Create a New Road Call If auto generate Road Call order numbers is turned off, you cannot create Road Calls. A Road Call must have an order number. To turn on auto-generate order numbers go to TMW AMS Masters > Shops > Orders and check the Generate box on the line. To add a Road Call, click on New Road Call on the Search screen. Guide 10 Revised: 4/2013

The Standard Road Call The Inserting screen is reset to display a blank screen. (You might need to maximize the window to see all of the sections on this screen at one time.) The required fields on this screen are Unit ID, Driver Number, Driver Last Name, Driver First Name, Status, and Date Opened. The Status field is automatically set to Open and the Date Opened field is automatically set to the current date, but it can be changed if necessary. When you specify a Driver Number, the Driver Last Name and Driver First Name fields are automatically completed. Units can be company or non-company units. The standard non-company dialog box is displayed if you select a non-company unit; this works the same as it does in Shop Planner. In addition, the Map It section is enabled to provide Locate Vendor (if applicable) or Locate Unit buttons. Additional buttons will appear in the Map It section if you use Microsoft Map It or Bridgestone Everywhere Network (b.e.n.) Guide 11 Revised: 4/2013

Click on Close & Save to save the Road Call and return to the screen. You can enter additional without leaving this screen by clicking on New Road Call. Hotkeys available on this screen include functions to Print (CTRL + F7), Print Preview (CTRL + F8), and to display print options (CTRL + F3). You can also create a new road call (CTRL + N), create a Shop Plan/RO (CTRL + H), create a Work Pending (CTRL + W), create a vendor RO (CTRL + E), create a purchase order (CTRL + P), close and save (CTRL + S), or display unit information (CTRL + U). Edit an Existing Road Call To edit an existing road call, select the Road Call from the list in the grid and double-click it or highlight it on the Search screen and click Open. Create a Plan in Shop Planner From the Road Call Edit screen, you can create a repair order and shop plan, or create only a shop plan. To create a repair order or plan click on Shop Plan/RO button. The Create Plan/RO dialog box is displayed. Guide 12 Revised: 4/2013

Accept the default for Shop ID or click the Search (Flashlight) icon to select a different shop ID from a list. The date and time is automatically copied from the system date and time. You can enter a different date and time by tabbing into the field and changing the data. Select whether you want to Create repair order and plan or Create plan only. Then click OK. You can also create a Shop Plan or Work Pending from the Standard Road Call- Edit screen. Right-click in the Components grid and select the type of repair order you want to create. Create Repair Order and Plan If you select Create Repair Order and Plan, a new repair order is opened. Once a repair order that was created in is reopened it will have a tow truck iconby the order status. Guide 13 Revised: 4/2013

By clicking the tow truck icon the Road Call report will be displayed. Complete any additional fields if necessary then click OK. The repair order is added to the lower right grid of the Road Call. To edit a repair order from this screen, double-click it. Guide 14 Revised: 4/2013

If a Vendor ID was entered, a confirmation dialog is displayed, asking if you want to create a Vendor repair order. Click Yes to create a vendor RO or No to create only the regular repair order. Road Call repair orders created through the program work the same way as other repair orders in TMW AMS. You can add Notes to a repair order associated with a Road Call by clicking on the note pad icon below the Priority settings. Notes can be added up to the point where the repair order is closed. You can also Email the call detail of the repair order by clicking on the envelope icon after the tow truck. The email will be sent to the domicile shop of the unit being worked on. The detail attached will be named the repair order number of the unit. If the user is setup to use MAPI, an email form will appear. If the user is setup to use SMTP, a message will appear to let the user know that the RO Detail report was emailed. If a repair order has multiple employees assigned to one section you may have the Allocate Jobcode Percentage at RO Close option checked (SysMgr > Options > Repairs > Jobcodes). This option will bring the Allocate Jobcode Percentage form up when the repair order is closed so that all employees can be properly credited the correct amount of time they worked on a job. In order for the screen to appear the following conditions must be met: The jobcode with multiple employees assigned cannot be set as an Actual Hours Bas Jobcode At least one section of a repair order must have a section with multiple employees assigned to one jobcode. Guide 15 Revised: 4/2013

Create Plan Only If you select Create Plan Only, the Plan tab on the Plan - Inserting screen is displayed. Data that was entered on the Road Call is copied to the associated fields on the plan. Complete additional fields as necessary and provide a plan Description. Click OK to add the plan to the Shop Planner. If you click on the Misc tab, the Unit Information screen is displayed by default. You can select open repair orders or work pendings from the grid, then click OK to copy the data into the plan. Guide 16 Revised: 4/2013

Create Work Pending Click on Work Pending to create a work pending repair order. The Work Pending order will appear. You will need to fill in the needed information as you would for creating a new repair order. Guide 17 Revised: 4/2013

Create Vendor Repair Order Click on Vendor RO to create a vendor repair order. The Repair Shop, Order Number, Unit ID, and Vendor ID fields are required. The first three fields are automatically completed (ORDER Number will fill in when you tab out of the Repair Shop field). Specify a Vendor ID. If a Meter Reading is required, enter the meter reading. Proceed as you would with any vendor repair order. Guide 18 Revised: 4/2013

Guide 19 Revised: 4/2013

Create Purchase Order Click on Purchase Order to create a purchase order. Complete the Shop ID and Vendor ID fields. The Opened Date defaults to the current system date, and can be changed if necessary. A Standard PO type is specified by default, but you can change the PO type to Blanket, Credit, or Vendor RO if necessary. The Order Number field is also required. Complete other fields as necessary and click OK to save the purchase order. Road call purchase orders work the same way as other purchase orders in TMW AMS. Guide 20 Revised: 4/2013

Access Unit Information Click on Unit Info to display the Unit Information screen. The PMs Due tab lists current repair orders that contain PM sections. It also lists work pending repair orders. You can also view the Warranty, Specs, After Market Warranty, RO History, Definition, Meter History, Accessories, History and Assignments tabs. Click OK to exit this screen. Guide 21 Revised: 4/2013

Creating a Follow Up Date To create a follow up date click on the calendar icon in the Follow Up box a calendar will appear. Select the date you want to make the follow up call on. After selecting the date the date and a time of 12:00 AM will appear in the Follow Up box. You may change the time by selecting the hour, minute or AM/PM and pressing the up and down arrows on your keyboard or by typing the correct time. When you do a search you can filter it by Follow Up date. To see how this is done see the Search Customization section of this document. Assigning the Follow Up By to a User To assign a Road Call to be followed up on to an employee type their employee id in the Follow Up By box or click the Flashlight icon and select their name from the list of employees. When you do a search you can filter it by the Follow Up By assignment. To see how this is done see the Search Customization section of this document. Guide 22 Revised: 4/2013

Entering an Estimate Completion Date To create an estimate completion date click on the calendar icon in the Estimate Completion box a calendar will appear. Select the date that the road call should be completed on. After selecting the date the date and a time of 12:00 AM will appear in the Estimate Completion box. You may change the time by selecting the hour, minute or AM/PM and pressing the up and down arrows on your keyboard or by typing the correct time. When you do a search you can filter it by Estimate Completion date. To see how this is done see the Search Customization section of this document. Creating User Defined Fields In order to create the User Defined Fields you will have to have access to TMW AMS Sysmgr > System Setup > CodeKeys. You will be at the CodeKeys Explorer screen. 1. In the CodeKeys search for the Call User Defined Field 1 (Call UDF 1) key and click on it. Guide 23 Revised: 4/2013

2. On the right hand side of the screen you will see the Description box. In the Description box overwrite Call User Defined Field 1 with what you want the first User Defined Filed to be called. Then click Post. 3. When you go into you will see the User Defined Field1 renamed to Reason for Breakdown in this example. To get the options you want in the pull down menu just type in the white space below the words User Defined Field. When you do a search you can filter it by the User Defined Fields. To see how this is done see the Search Customization section of this document Search Customization To customize your searches simply press the F9 key or right click in the search grid (the bottom part of the screen) and select Customize Grid. Guide 24 Revised: 4/2013

You will now see the Customize box. The Customize box consists of a list of column headers that are not currently being displayed on the search screen. Drag a column header in line with the existing ones, when you get the new column header in line with the existing column headers green arrows will appear so you can see where the new column header will go when you release it. In this example the Follow Up, Follow Up By and Estimate Completion column headers have been added. By dragging a column header to the dark gray bar above the column headers you can sort the search results by that column header. This example is sorted by Follow Up. As you can see the road calls are now sorted by the Follow Up date. You can also sort the results using multiple column headers. In this example they are sorted by Follow Up and then by Follow Up By. This will allow you to see on what day who has to follow up on which road calls. Guide 25 Revised: 4/2013

By changing the order of the column headers you can change the results. In this the previous examples column headers are switched putting Follow Up By first. As a result you can see the user and on what days they have road calls to follow up on. To undo the customization just drag the column headers in the dark gray bar back to the list of column headers on the search screen. Another way that you can customize the search results is by selecting the drop down arrow at the end of each column header. When you click on a drop down arrow you will see a list of all of the entries in that column, in the example shown below you will see 2 of the 3 dates (one date is duplicated so it is only shown once) plus the words custom and all. All is the default choice, so you will see all dates in a list when you first click on the arrow. Custom allows you to set up a search that contains more than 1 day. The individual dates allow you to filter the list so you just see that day. Here are the results if you select Follow Up. Guide 26 Revised: 4/2013

If you select Custom you will see the Custom AutoFilter screen. The Custom AutoFilter screen has 3 lines that you can use for filtering the data. The first line consists of 2 menus the first one has several options such as equals, greater than and less than. The second box on the line will vary for each column header, it may have a calendar if the column header is date related or it may allow you to type in the box. This may be all you need to filter your data. For instance in a date column header you could select greater than and then select December 31 in this box. This would give you all orders that were created from January 1 to the current date. If you need to add additional data you will have to use the second and third lines. The second line requires you to select And or Or. The second line tells the first and third lines how to act with each other. The third line is exactly like the first line. It just lets you add a second criterion to your search. If you knew that a truck came in for repairs in the month of December you could filter the search results by setting the first line to greater than Nov. 30, the second line to And and the third to less than Jan. 1 and you would find all orders for the month of December. Guide 27 Revised: 4/2013

To reset the criteria back to all just select All from the pull down menu at the end of the column header. You should also notice that if you are filtering data for a column header the pull down arrow for that column header will turn blue instead of black. See how the Follow Up column header arrow is blue while other ones are black. Printing Road Call Information There are 3 printing Options for. Print the Road Call, Print the Road Call with History or Print the Road Call with Select History. 1. For all three print options you will need to check the Print Options settings. To do this right click on a Road Call and select Print Road Call > Print Option. 2. If no options are checked then only the road call will print. Click OK. Guide 28 Revised: 4/2013

3. The Road Call will look like this. 4. If you want to add the history to the Road Call check the Print History on Reports option. Click OK. 5. The report will add another page to the Road Call seen in step 3, when you print it. Guide 29 Revised: 4/2013

6. If you want to print only select history with a Road Call go to print options and check the Print Selected history Only box (the Print History on Reports box must be checked to do this). 7. When you check the Print Selected History Only box and then print a Road Call you will be presented with a Select History to Print screen. Highlight the text by clicking on it and dragging your cursor over the text you want to print. Then Click OK. 8. The selected text must be consecutive text. If you have 5 comments you cannot select comments 1, 3 and 5. You can select 1, 2 & 3 or 3, 4 & 5, etc. Guide 30 Revised: 4/2013

9. When the Road Call prints the additional page that was added for step 5 will display but with the selected comments instead of all comments. 10. From within a Road Call you may click on the printing icons to print or add the comments. Using Mapping Functions The module includes a mapping function to help find physical locations of units or to determine a driving route between the vendor and the unit. The mapping function uses either Microsoft s MapPoint software or other mapping facilities available on the Internet. To use the mapping function, it must be activated in TMW AMS in SysMgr > Options >. The mapping function checks for a connection to TMWSuite. If a connection exists, longitude, latitude, and Driver ID data is retrieved from TMWSuite for the last known location. If the Driver ID matches the Driver ID in TMW AMS, the TMW AMS driver information is used. The data is displayed on the screen. If there is no longitude and latitude information for the vehicle in TMWSuite, the longitude and latitude fields will display -1. The Driver ID in TMW AMS must match the Driver ID in TMWSuite. If you are using Mobile Communications Messages module, the last known location of the unit will be displayed in the Unit Latitude and Longitude fields of the Road Call. Guide 31 Revised: 4/2013

Guide 32 Revised: 4/2013

How to Contact TMW AMS Customer Support If you have a technical question about TMW AMS, refer to the printed documentation that is available at http://www.tmwcare.com. You can also find late-breaking updates and technical information in the Readme file. If you still have a question, TMW Systems offers customer support and services ranging from no-cost online documentation to direct assistance. The TMW AMS Support Team now has 4 convenient ways for you to get information about TMW AMS TMW NetSuite Customer Care Center, Email, Phone and the Client Center. TMW NetSuite Customer Care Center - The TMW Customer Care Center allows you to create new troubleshooting cases or update and review existing ones, just go to http://www.netsuite.com. This site requires that you have an account set up before you can access it. To have an account set up or have any questions answered about this website contact your Support Team. Email - By emailing transmansupport@tmwsystems.com a NetSuite case will automatically be opened for you. You will be emailed the case number and any notes that a Support Team member puts in the case. Phone - Call 919.493.4700 select option 6 then option 3 and talk directly to your Support Team representative. They are available Monday through Friday 8:00 AM to 6:00 PM EST. Client Center - The Client Center is your source for Upgrades, Installs and documentation for TMW AMS. The Client Center is available at http://www.tmwcare.com and requires a user id and password which you can get by contacting your Support Team. Guide 33 Revised: 4/2013