Service Manager 2014 Release Notes
Important Notice All releases following Service Manager 2012 will work with SQL Databases only. You must ensure that you have upgraded your databases correctly before installing the 2014 application. The following 2014 Service Manager installation instructions assume that you are installing the 2014 release over a previous release and that you have read through these instructions, and those of any other Enterprise Applications you are licensed to use, before installing any of the applications.
Service Manager 2014 Installation Instructions IMPORTANT NOTE PRIOR TO INSTALLING YOUR NEW 2014 SERVICE MANAGER SOFTWARE ONTO A SYSTEM THAT ALREADY HAS AN OLDER VERSION OF SERVICE MANAGER INSTALLED, IT IS GOOD PRACTICE TO ENSURE THAT YOU HAVE BACKED UP YOUR EXISTING SERVICE MANAGER DATA. IN ORDER TO MAINTAIN CONTINUITY YOUR NEW 2014 SOFTWARE WILL NEED TO USE AND ENHANCE EXISTING DATA. THIS 2014 INSTALLATION DATABASE BACKUP IS IN ADDITION TO THE REGULAR SCHEDULED BACKUPS THAT SHOULD BE MANAGED BY YOUR COMPUTER SYSTEM ADMINISTRATOR. PLEASE REFER TO YOUR SYSTEM ADMINISTRATOR TO ARRANGE THIS ADDITIONAL BACKUP <<<< Downloading Service Manager from the Amtech FTP Site If you do not have an installation DVD for Service Manager 2014 then you can download the latest software from the FTP site. To do this, go to the Amtech FTP Site by entering the following FTP address in your Web Browser: The FTP Directory will open in your browser. ftp://smp2014:al9ytq47@ftpsupport.amtech.co.uk/sm2014 You will need to download the file(s) from within this folder. Windows will prompt you to Open or Save the file. Select Save and choose a location on your machine to store the file(s). When the file(s) have downloaded you will need to unzip the installation package. Navigate to the folder where you downloaded the files, double click the file and then unzip them. Follow the on screen prompts which should guide you through the unzip process. Release notes guiding you through this process and the Enhancements to Service Manager 2014 are also included.
Backup & Folder Access 1. Once your current Service Manager database has been backed up, close down and exit ANY other programs that are running on your Service Manager workstation and ensure that no one else is running Service Manager on other workstations on the network and that you are logged in with System Administration privileges (as distinct from Service Manager administrator privileges). 2. Open your service manager folder and ensure that you have all the sub folders as shown in the screenshot below: If you do not have all the folders shown (with the exception of SMP Mobile WP7), then please contact Amtech Customer Support as there may have been a problem with your download. 3. You must have access to this directory on all machines/servers where you will need to update Service Manager. It may be useful to set up a shared directory where you can access the files from all machines, instructions for doing this can be found on line. Alternatively, you can just copy the entire contents of the install folder onto a USB Memory stick or use a DVD of the install if you have received one.
Installing EMA (Amtech Enterprise Manager) 1. On the server where you have EMS (Amtech Enterprise Manager) installed navigate to the directory in which you have the installation files stored (or the DVD or USB drive if you have copied the files there and navigate to the EMS folder. 2. Double click on the setup.exe file to launch the installer. 3. The installer will prepare the setup process. 4. Follow all on screen prompts to install the EMS.
5. The installer will continue the installation 6. Once the install is complete a Reboot message will be shown. Ensure any work that is open on the computer is saved and choose Restart Now.
Installing SMP (Service Manager) 1. On each computer where you have SMP (Service Manager) installed, navigate to the directory in which you have the installation files stored (or the DVD or USB drive if you have copied the files there and navigate to the SMP folder 2. Double click on the setup.exe file to launch the installer. 3. The installer will prepare the setup process. Follow the on screen instructions.
4. Accept the User License Agreement by selecting Yes when prompted. 5. The installer will continue the installation.
6. The following screen will appear when the install is complete Click Finish.
Installing SMP Gateway (Enterprise Service Manager) 1. On the Server where you have SMP Gateway installed, navigate to the directory in which you have the installation files stored (or the DVD or USB drive if you have copied the files there and navigate to the SMP Gateway Folder 2. Double click on the setup.exe file to launch the installer. 3. The installer will prepare the setup process.
4. The installer will prepare the setup process. Follow the on screen instructions. 5. The installer will continue the installation.
6. Once the install is complete a Reboot message will be shown. Ensure any work that is open on the computer is saved and choose Restart Now.
Installing SMP Mobile 1. On the Server where you have SMP Mobile installed, navigate to the directory in which you have the installation files stored (or the DVD or USB drive if you have copied the files there and navigate to the SMP folder 2. Double click on the setup.exe file to launch the installer. 3. The installer will prepare the setup process.
4. The installer will prepare the setup process. Follow the on screen instructions. 5. Accept the User License Agreement by selecting Yes when prompted.
6. Enter the installation directory of your mobile server when prompted. 7. Select Install to continue the installation 8. The installer will continue the installation
9. Press Finish when prompted to complete the installation.
Installing SMP Web Service 1. On the Server where you have SMP Web Service installed, navigate to the directory in which you have the installation files stored (or the DVD or USB drive if you have copied the files there and navigate to the SMP Webservice folder 2. Double click on the setup.exe file to launch the installer. 3. The installer will prepare the setup process. 4. The installer will prepare the setup process. Follow the on screen instructions.
5. The installer will continue the installation 6. Press Finish when prompted to complete the installation.
Installing SMP Customer Website (Portal) 1. On the Server where you have SMP Customer Website (Portal) installed, navigate to the directory in which you have the website files installed. 2. Navigate to the directory in which you have the installation files stored (or the DVD or USB drive if you have copied the files there and navigate to the SMP_Customer_Website folder.
3. Select all files in the new installation directory (on the DVD/USB/Shared Folder) and right click and choose Copy. 4. Go to the folder where your current Service Manager website is installed, right click and select Paste. 5. Your customer web site portal files will now be updated. 6. Reboot your web server.
Post Installation Validation Following the install of the Service Manager 2014, please validate your install. To do this follow these instructions. 1. Open windows explorer 2. Navigate to folder C:\EstGrp\Common (if your Amtech software is not installed here then please navigate to the correct location) 3. Right click the file MinProdVers.xml 4. Select Edit 5. A text editor will appear with several lines of text
6. Check that the line highlighted above is exactly the same as the file on your machine. If it is not then change it to match and save the file. If your file does match the above then simply exit the text editor without saving. 7. You can now log in to SMP as usual.
Enhancements & Modifications The following is a summary of some of the key enhancements and modifications that have been introduced in the 2014 release of Service Manager. Shared Settings Shared Settings have been modified to allow various new functionality to be used within Service Manager. Job Settings Tab Show PPM Jobs by Category and allow Visit Splitting This must be enabled if you wish to use the new PPM Category splitting within Tentative Job Planner. If this is unticked, then the system will work as per previous versions of Service Manager. Include travel hours in actual hours calculation When updating the Actual hours against a job, this setting allows you to record travel time against the actual hours. If unticked, only Labour hours will be used in this calculation.
Mobile Timesheet Settings Travel Start / End Specify which statuses from mobile denote the start and end of Travel in order that the hours/cost calculation can be made when applying costs to jobs/timesheets. Work Start / End Specify which statuses from mobile denote the start and end of Labour in order that the hours/cost calculation can be made when applying costs to jobs/timesheets. Default Travel / Pay Element Specify the default pay element that should be used for Travel and Labour. This will be used to automatically populate a pay element when costs are sent directly from mobile to a job or into the timesheet Payroll Export File The directory and filename, to which you will export timesheet data when posting it out of timesheets Posting Options Three cost posting options are available when labour and travel statuses are sent into Service Manager from Mobile. Do not post timesheet costs to Jobs No costs will be posted to jobs in Service Manager at all. Therefore any data sent from mobile will be created against a timesheet but will not be posted against jobs even if timesheets are in use. Post timesheet costs to Jobs as soon as they are received from the Engineer This should be your default set up if you are planning to use Service Manager as per previous versions.
Costs will be posted directly against a job for travel and labour as soon as the statuses are received into Service Manager from Mobile. Post timesheet costs to Service Manager Jobs when the timesheets are processed When mobile sends statuses to Service Manager the timesheet costs will be created. These can then be edited or split by the user (see more detail later). When the timesheets are saved and Generate payroll export is selected the costs as per the timesheet are posted against the job.
Employee Timesheets The Employee Timesheets module enables: More Accurate recording and costing of engineer costs based on the statuses received from mobile Select Overtime Rates instead of standard labour rates Split hours process as required to enable you to split for example a 10 hour labour day into 7 hours labour at normal rate and 3 hours labour at overtime rate Add Additional Hours against a job where corrections need to be made. Corrections can add or subtract hours and costs from a job Generate Payroll Export creates an audit export file which can be uploaded if required to other payroll applications (note data always needs to be exported in order for timesheet data to be processed) Modified timesheet costs can be automatically posted against the job (see shared settings) Engineer Times recorded from Mobile Devices can now be seen against an engineer s own timesheet. Split Hours out of recorded time to allow breaking a working time into different pay elements (for example overtime hours if working through lunch). System will automatically keep hours in balance and create split lines where time remains after a split. Split lines will ALWAYS remain together in the grid and will only disappear when all lines that formed the split have been posted from the grid.
Batch update key information against the time sheet by highlighting rows and using the right mouse click option. Costs will be posted to jobs as per the shared settings. You can either choose to not post costs at all, post cost directly from the mobile devices when received by Service Manager (as per previous release) or post only from the timesheets when Generate Payroll Export is selected. Note: Generate Payroll Export is the only way to actually post the costs from the timesheet. The output file must be created. Even if you are not posting costs or do not need the payroll export file the process must be followed in order to Clear the timesheet lines from the grid. You can view historic timesheet entries by checking the Show History check box.
Generate Multiple Jobs by Engineer Category for PPM If enabled in Shared Settings, this feature enables you to: Split a Planned visit by engineer category and therefore create multiple jobs from one visit Create separate jobs for different services (for example one job for monthly services and another for yearly services) See the splits as you create them in Treeview so you can visually see what is happening Choose to Split a Planned Visit by category when the visit is opened. Use the split tool to separate services or categories into their own visits.
Use the Related visits tab to monitor which splits have been made. Split the visit further as required.
Visits can be viewed in the Tentative PPM Screen matching the splits that have been made. These can be opened and edited if further splits are required.
Schedule PPM Visits within Access Hours (Work Week) This feature is used within Tentative PPM Planner and enables: Checking whether the visit being planned Fits within the working hours for the contract/site If there are insufficient hours in the working day a selection can be made to either schedule the job anyway, or override and split it over access hours available If splitting override is selected and the visit is initially scheduled to outside hours as its start time, then the visit will be moved to the next accessible period (the override will always move the visit forward in time not backwards) Visit will be split forward over as many days as required to complete the total hours for the original visit. Therefore a 21 hour initial visit could be split over three days each with 7 available access hours When a working week will possibly restrict your access times, the new access hours validation will allow this to be corrected. Visit shows that there are not enough Access Hours available. Clicking on the Fix Outside Access Hours link will ask which corrective measure to take. Choose to Continue and plan the visit anyway (as previous versions of Service Manager) or choose Override to schedule into any hours that are available.
The Override selection will therefore create a number of visits to satisfy the hours required for the original visit. The Tentative PPM screen will show which visits are part of an override. The original visit utilises whatever hours were available on the original day from the start time selected.
The subsequent visits create will contain any remaining hours required to complete the original scheduled visit time.
Import of Equipment The Data Import wizard has been modified to enable: Import of Site Equipment directly into the database from a.csv file / spreadsheet Field mapping allows the import to be processed directly from your data Data Import wizard allows the selected on Site Equipment and shows all fields that can be mapped. Note: You can NOT import an equipment ID, this must be generated by the software. Map fields to the csv file that you are uploading to ensure you load the correct data into the right fields. You can also check to validate duplicate Asset or Serial numbers that are being imported. If checked, should the Asset Number or Serial Number being loaded already exist in the Site Equipment, then the load of the file will fail.
Please note that as with all imports validation on key fields will take place (for example Site ID, Contract ID etc). Any validation errors will cause the upload to fail and you will need to correct the data before attempting to re import.
Reactive Quotes The Reactive Quote module enables: Raising a Customer Quote from the web portal or directly into Service Manager Costing of a Quote using the Luckins database or direct data entry for material data including material costs and labour hours Multiple Take-off of items direct from the Luckins database, select multiple items and insert them directly into your quote Ability to manually enter products into the quote which do not exist in Luckins data Add subcontractor costs and travel allowances into the quote Select which labour grades to use to provide real views of the quote and its labour costs Apply Luckins preferential discounts as well as manual discounts to costs to allow for flexibility for your customers Allow separate Mark-ups of your material and labour for the quote Ability to Target cost your material and labour separately to meet costs for the quote and customer requirements Create quotes either via the customer portal or directly from the Service Manager desktop.
Open the Quote in Service Manager and complete general details as per the customer s requirements. Add materials directly into the costs for the quote by using the Luckins database or manually enter them. You can add multiple items at once from the database.
Add engineer s labour costs as well as subcontract and travel costs into the quote. Markup your material or labour costs to generate profit or reduce the quote value. You can also specify a Target at both material and labour costs to help you reach a cost that will be preferable to the customer and yourself. Using the statuses against the general tab you can control at which point the customer can choose to accept a quote. These statuses will be explained in the service manager documentation and training. You can choose to view their quotes and accept them using the portal. This can also be done directly through Service Manager desktop.
The customer can Agree to the value of the quote and enter a customer order number. This can then be processed into an actual job.
The quote can then be converted to a Job using the Service Manager desktop. The job can then be edited and planned as per the standard job process. All costs and information are posted to the job from the quote.