Corrigo Release Notes 7media.corrigo.com/RelNotes/CN_7_6a/Corrigo_Release_Notes... · 2012. 7....

Corrigo Release NotesFor clients moving from Release 7.5d to Release 7.6a

Copyright © 2012 Corrigo, Inc. All Rights Reserved.This document may not be copied, disclosed, transferred, or modified without the prior written consent of Corrigo,Inc. Corrigo, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual.The software described in this document is provided under written license only, contains valuable trade secrets andproprietary information, and is protected by the copyright law. Unauthorized use of the technology or its doc-umentation can result in civil damages and criminal prosecution.

TrademarksThe trademarks, logos, and service marks displayed in this manual are the property of Corrigo, Inc. Users are notpermitted to use these marks without the prior written consent of Corrigo, Inc.

CONTENTS

Release Highlights 1New Features 1

Improvements 1

Important Configuration Notes 2Customer/Store Portal 3Updated Customer Portal 3

Customer Portal - Customer Orientation 3

Updated Assignment Page 3

Updated Portal Layout 4

Customer Portal Administration 6

Theme Settings Import/Export 6

Customer Portal Administration: ThemeConfiguration 7

Theme Settings 8

Displaying Slider Components 9

Notifications & "Needs Attention" List 11

Notification Highlights 12

Notification Thresholds & Authorization Limits 12

Configure Notifications: Quick Start 12

Configuring Notifications 13

Troubleshooting Notification Problems 16

List of Notifications 16

Recommended Notifications 17

Request Quotes Through the Customer Portal 18

New Theme Setting 18

Quote Alert and Review Quote 19

DeferredWork 20

Deferred v. On-HoldMaintenance 21

New Theme Setting 21

Defer and View aWork Order 21

Release aWork Order 22

Deferred Via the Back-Office Portal 22

Financial Periods & Budgets 22

Standard Time Frames 23

Defining Financial Reporting Periods 23

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Defining Budgets 23

AP Invoice Export 25

AP Invoice Export Configuration 25

Default Expense Account (GL) Coding 26

Vendor Invoice Review Report 28

Access to Documents 28

Show Customer Documents 29

Request Approval Extensions 31

Scenario Setup 31

Scenario Steps 31

Contact Request Limit Setting 32

Theme Settings forWorkflow 33

Approving a Request 34

Assignment Enhancements 35

Assignment Settings 36

Re-assignment Settings 36

Use of the New Settings 36

Dependencies 37

OnUpgrade 37

New Work Order Table Fields 37

Improvement to the Last Step of theWizard 38

Back-Office Portal 39Email BasedQuote Approval 39

Configuration 39

Use Scenario 39

Possible Responses to Quote Approval Request 41

Specialty Groups & Dispatch Board Specialty Group Filter 41

Configuration Notes 42

Financial Reporting Periods 43

Disallow Vendor Invoice AuthorizationWhenWO Is Active 44

Tenant COI Extensions 44

Change to Customer Theme Settings Layout 44

Logged In User Access to Stock Locations 44

New Materials Management Setting 45

Log In to Portal from Contact Details Page 45

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Display Provider Labels in the Back-Office Portal (CN-2139) 46

Tablet Extensions 48Support for Providers 48

Display Flags 49

Quote Approval 49

Email Work Orders 50

Work Order List on Customer Page 51

Limit Creation of GrandchildrenWork Orders 52

Other Enhancements & Changes 53Import/Export Changes & Enhancements 53

WON/Service Providers Enhancements 53

Work Description in CompletedWork List 53

WSDK Changes 54Release 7.6 Changes 54

Release 7.6a Changes 54

JIRA Change Requests & Defects List 55Change Requests 55

Defect Fixes 57

Glossary 59

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Release Highlights

RELEASE HIGHLIGHTSNew Features

l A completely re-vampedCustomer Portal, which includes the following:o A SpendMeter that provides the ability to see a critical performance indicator by individ-ual “customer” (location/store) or Customer Group.

o Friendly, helpful hints where you need them, displayed on the new assignment pages.l An AP invoice export feature that allows clients to get up and running quickly. Clients withoutpayables integration now have an easyway to streamline their processes and avoid doubleentry. This new feature should replace all AP export reports.

l A vendor invoice review report that displays confirmation of IVR check-in/out and provides apowerful invoice review tool.

l The option of enabling quote requests and approvals on the Customer Portal. A quote noti-fication alert then brings newly submitted quotes to the appropriate contact’s attention.

l The ability to defer work and create a deferredmaintenance backlog to better understand cus-tomer/store health and improve budget capabilities.

l Email-based quote approvals that allow users to receive quotes from providers via emailalerts and approve or reject the quotes by replying to the email.

l The ability for a Back-Office administrative user to log in to the Customer Portal directly fromthe Customer Contact details page.

l A Specialty Group filter for the Dispatch board to better support functionally segregated back-office teams.

Improvementsl Automation of G/L codes according to asset/servicemodels.l Ability to define hierarchical approval limits so that only those with sufficient authority toapprove a financial itemwill be alerted to it. The same individual need not be alerted to itemsthat can be approved by those with lesser authority.

l Financial periods and budgets improves client reporting and enables new features like theSpendMeter.

l Customer/Store Portal workflow enhancements, including:o Access to Customer & Customer Group documentso Helpful new work order table fieldso Extensions to assignment & request approvals

l Extensions to the tablet interface, including:o Access to theWorkOrder Network with the Vendor/Provider assignment featureo Visibility to flagso Quote visibility and approval

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Important Configuration Notes

IMPORTANT CONFIGURATION NOTESThe following is a list of some of the upgrade configuration items that should be noted. Most ofthese are explained inmore detail later in this document.l Customer Notifications are completely re-implemented and need to be configured for the Cus-tomer Portal to work as designed. It is important to read theNotifications & Customer NeedsAttention section of this document, paying close attention to theConfigure Notifications: QuickStart section ensure notifications are set up properly.

o To configure notifications, youmust have been granted the “Customer – Notifications”privilege.

o The customer notifications enable/disable settings are cached for an hour or so, so theymight not be visible immediately.

o There are dependencies on both the theme settings and the customer contact settings.l Setting up Customer Contact Authority requires three settings per contact: Send Authority,Approval Authority, and Threshold.

l Several changes have beenmade to the Customer Portal Theme Settings.l TheCustomer Portal logomust be sized to 180 x 89 pixelsl Customer Portal Content—the labels used to change all language on the Customer Portal—no longer supports HTML.

l SpendMeter requires AP statuses to be configured with a Forecast Group aswell as definedfinancial periods.

l Time Frames have been removed from the system and replaced with Financial Reporting Peri-ods. Existing custom periods should transfer to the new financial periods on upgrade, but thisshould be double-checked after the upgrade as these are important for clients using “custom”timeframes.

l Budgets have beenmodified, moving fromWork Zones and Portfolios to Customers. Existingbudgets will not transfer.

l The Vendor Invoice Review report should be enabled in all clients currently using IVR forcheck-in/out. The report is optionally available to clients not using IVR as it might still be helpfulfor themwithout the IVR data.

l Pictures are now enabled for users.l The new AP Export feature requiresminor configuration to work properly.

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Customer/Store Portal

CUSTOMER/STORE PORTALUpdated Customer PortalTheCustomer Portal has been designed to give field-level personnel a powerful and efficient toolso that they can get done what they need to do and focus on the other aspects of their jobs. Whenproperly configured, the portal should require no end-user training. Instead, on deployment, all thatis required is clear communication to users of the two basic expectations you have of them:l Place all requests through the portal.l Respond to anything that requires your attention.

Customer Portal - Customer OrientationOne of themost important changes to understand with the new customer portal is the change in“scope” control.Prior to 7.6, Work Zones provided the basis for Customer Portal scope. In 7.6, Customers and Cus-tomer Groups form the basis for defining what appears in a contact’s Portal scope.Prior to 7.6, the contact’s customer and customer group affiliation was implied, meaning that eventhough the contact selected from aWork Zone, theywould still only see work orders for associatedcustomer/locations. This was both confusing and inconvenient. For clients using 7.6, customergroupswill become as important, if not more important, than portfolios as an organizational unit. Ifa contact is amember of a customer group and has access tomore than one customer/location,theywill see this reflected in the scope selector in the top right of the Customer Portal list page.

Figure 3-1: Detail from Customer Portal list view page showing scope selector

The benefit of moving to the Customer orientation will be significant for all clients, but particularly tothe following two groups:l Clients who have amanagement hierarchy among the Contacts. For instance Retail, wherestoremanagers have single store access and regional managers have access tomany stores.

l PropertyManagement, where there are different customer baseswithin a singleWork Zone.

Updated Assignment PageThe updated Assignment page includes the following key features:l System vendor or provider recommendations based on specialty dispatch listsl Letter grades for resources and vendors, based on responsiveness and satisfaction scoresl COI statuses for vendors, includingMissing, Expired, and Certifiedl Warranty warnings and displays of warrantor (not shown in the image below)l Pictures of technicians and select vendors

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Figure 3-2: Updated Assignment Page

Updated Portal LayoutTheCustomer Portal design is now easier, more user-friendly, andmore powerful with featuresthat include:l Better onscreen feedback to help users through typical operations. For example, when "sendauthority" has not yet been set up for a contact, the contact will be able to understand why thework order was not dispatched.

l A newWOTable that is faster and designed to handle hundreds or thousands of work orders.l Improved workflow control

When properly configured, the portal should require little to no end-user training.

NEEDS ATTENTION LIST AND COLOR CODED ACTION BUTTONS

TheNeeds Attention list quickly lets users know if there is anything they need to do. If anythingrequires attention, the list is the default view portal users (Contacts) see as soon as they log in. Ifnothing requires attention, amessage will be displayed notifying them of that fact. An example ofthe list is shown below.

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Corrigo, Inc. Release Notes7.6a


Figure 3-3: Detail from the Customer Portal: Needs Attention view showing different action buttons and colorcodes.

Items in the Needs Attention list are sorted by age of action, with the ones that most recently hadan action prompting the Attention notification appearing at the top and the oldest outstandingactions at the bottom. The Action Buttons are color coded based on age:l Green = Currentl Orange = ApproachingOverduel Red = Overdue

WORK ORDER/SERVICE REQUEST DETAILS

TheWorkOrder/Service Request details section has been updated with a cleaner look andupdated panels. Clicking any of the panel headers opens the selected panel and closes the pre-vious one, as shown in the images below, where theWorkOrder panel was displayed until the userclicked the Chatter Log panel.

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Figure 3-4: Panel display changes when new panel name clicked

Customer Portal AdministrationNote: This information is relevant to Administrators only, so Corrigo recommends that this infor-mation not be generally distributed to customer end-users.

Theme Settings Import/ExportCustomer Portal Administration is now aided by the presence of 4 new import/export templatesthat complement the existing portal localization templates to allow for easy portability of themes.These templates are shown in the image below. These tools are primarily designed to help Corrigostaff and partners better support Corrigo’s clients, however property and facilitymanagement com-panies should find them quite beneficial, too.

Figure 3-5: Our Company > Import/Export

The Tasks andCustomer Portal Theme Labels optionswere available previously. The additionalthemesmap to a corresponding section of the Theme as shown in the screen below. The Cus-tomer Portal ThemeDetails import/export maps to the “Details” section shown in the image below.Settingsmaps to settings and so on.

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Figure 3-6: Customer > Customer Portal Admin > Themes: Sections enabled with import/exports added in 7.6 arehighlighted

Internal Note: It is expected that a library of configurationswill be generated over time andmain-tained based on the Excel templates so that clients can be deployedmore efficiently and withimproved results.

Customer Portal Administration: Theme ConfigurationAlthough the Customer Portal itself is entirely new in 7.6, the ThemeConfiguration functionalityremains similar to before, but with a few important differences.

CUSTOMER PORTAL - SELECTION OF A THEMEThe number of portal themes used within an instance should beminimized. In most cases, only asingle theme and logo will be necessary. Whenmore than one theme is used, the theme displayedto a contact will be based on the contact’s access.l The sign in page will always display the default theme set at: Our Company > Settings > Com-pany Info

l After login, the theme that is displayed will be determined in the followingmanner:a. By the theme associated with the user’s customer group. If the user is associated with

multiple customer groups, each having a different theme, the themewill be picked arbi-trarily according to an internal number schema.

b. If the user does not belong to a customer group or the customer group theme is notdefined, the themewill be defined by theWork Zone theme

c. If theWork Zone does not have a defined theme, then the default themewill be used.Note: Use standard themes settings from the import/export library when possible. For more infor-mation, contact your Account Manager or Corrigo Support.

THEME DETAILS – GETTING THE RIGHT LOGO AND COLOR SCHEMEObtaining the proper image for a logo and selecting themost appropriate color scheme for a clientwill make a significant difference in how professional the portal appears.Logo SizeIt is important that the image file used for logos on the Customer Portal be exactly 180 x 89 pixels,so youmight have to re-size your logo to fit.

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l Maximize the size of the logo without distorting or cutting off any part of the logo.l If the logo does not fit neatly into 180 x 89, then center the logo from top to bottom and placethe logo to the left of the image, leaving whitespace in the areaswhere the logo itself does notfill out the 180 x 89 space.

l If the background color is not white, then a white border will appear on the bottom and left andright sides of the logo.

Logos look best when:l They are clean without any noise that might come from resizing and using file formats withextreme compression.

l There is at least a small border of background color around all the sides of the logol They are on a white background or are on a background color that contrasts well with thetheme color

Color SchemeThe software provides 3 default color schemes: Blue, Brown, andGreen. Choose the one that bestsuits the branding image of the client.

Figure 3-7: Customer > Customer Portal Admin > Themes > [THEME] > Detail

Note: Customized color schemes can be created and added for an additional fee of approximately$2,500. Checkwith the Corrigo Development team if you have any questions.

Theme SettingsREMOVED THEME SETTINGSThe following theme settingswere removed in 7.6:l Email for customer user name/password requestsl Show action commentsl ShowWorkOrder Table Filters

NEW/MODIFIED THEME SETTINGSSeveral new theme settings have been introduced and a few others have beenmodified.l Default scope selector to “-- select all –“: When this field is set to Yes, the scope selectorwill by default display an “all scope”. If this field is set to No, the scope selector will default tothe user’s primary customer. This setting only applies to contacts who aremembers of a cus-tomer group. Recommended setting = Yes.

l Show duplicate requests… With the same model within the same unit: When enabled,the systemwill identify possible duplicates based on asset model. If clientsmaintain equip-ment in the system, it is never a sure bet that a requestor will choose the right equipment from

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multiple identical pieces. This option helps address that. (Recommended setting = enabled;same asset = disabled)

l Allow Emergency Requests: This setting has beenmodified. When = No, then an addi-tional page will appear in the service request wizard with language that can be configured inPage Customization section of Themes. (Recommended setting = Yes)

l Allow Provider Quotes: When enabled in View OnlyMode, then quote detail will be visibleon theWorkOrder details. When enabled to View, Request and Approve, then an option willbe present at the end of the request wizard that allows the user to request a quote. Rec-ommended setting = View, Request and Approve. For details, refer to the "RequestingQuote" section of these release notes.

l Support Deferred Maintenance: Refer to the "DeferringWork" section of these releasenotes.

l Overwrite phone/email: This setting has been separated from theOverwrite contact namefor separate controls. Recommended setting: Overwrite contact name = No; Overwritephone/email = Yes.

l Display Address in Scope Selector: When enabled, the address of a site/location appearsas part of the customer record in the selector, as shown in the image below.

Figure 3-8: Customer Portal Scope Selector showing "Display address in scope..." setting enabled

l Show Slider: This field allows you to select which of three on/off controls you would like toenable for the slider: SpendMeter, Need AttentionMessage, and Announcement. Each ofthese options is discussed in the next section.

Displaying Slider ComponentsThe slider is designed to grab the user's attention and focus it on a key piece of information. Thenew ThemeSetting controls allow administrators to decide which, if any, of the following slide com-ponents will be displayed:l Needs AttentionMessagel Announcementsl SpendMeter

NEEDS ATTENTIONMESSAGE

TheNeeds Attentionmessage should be enabled in all cases. The Needs Attention slide displays awarning or confirmation when appropriate when there are items that need the user’s attention.This is particularly helpful when the contact is looking at a list of work orders in a view that is notNeeds Attention, such as the “Are Open” or “Have been closed” views. In the image below,although the contact is looking at a list of requests with a status of "Are Open," the slider at the topof the screen still alerts the user that some of his or her work orders need attention.

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Figure 3-9: Needs Attention Slide

When there are no work orders needing the user’s attention, the user will get amessage stating,"Congratulations! Nothing needs attention."

ANNOUNCEMENTS

The Announcements feature is unchanged since the previous release. Announcements are con-figured by going to Customer > Customer Portal Admin > Announcements and then appear on theportal as part of the slide show, as seen in the figure below.

Figure 3-10: Announcement creation and display

Announcements can be shown at the Customer Group,Work Zone, and Portfolio levels. CustomerGroup is generally themost useful, while Portfolio is included for backward compatibility for han-dling clients who have not yet set up “Customer Groups” to replace portfolios.Note: Work Zone and Portfolio announcements only appear when a specific customer is selectedfrom the scope selector.

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SPENDMETER

The Spend Meter is the third type of slide displayed on the Customer Portal. It displays how well agiven customer/store is doing against a budget and provides the following information in graphicalformat:l Actual Spendl Forecasted Spendl Budget Amount (when budgets have been configured)

The SpendMeter also takes advantage of customer groups and combines all stores' actual, fore-casted, and budget figureswithin the customer groups to display a set of overall Customer Groupfigures, as shown in the image below.

Figure 3-11: Spend Meter: Display combined budgets for all locations within the “NorCal Group”

To properly display the SpendMeter, the followingmust be true:l One or more financial periods have been definedl A budget has been defined at the customer (store) level for the financial periodl The AP Statuses have been defined with “Forecast Groups”l Work orders have been completed within a period with costs associated with them

In addition, to display a Forecast number, theWorkOrder Average Cost processmust be enabledthrough Support. For more information, contact your Account Manager or Corrigo Support.A current limitation of the SpendMeter is that it only takes Vendor/AP into account. A future update(7.7) will allow internally generated costs to be associated with the SpendMeter KPI.For more information see Financial Periods & Budgets, below.

Notifications & "Needs Attention" ListThe notifications that appear when a contact logs in to the Customer Portal and views the ‘NeedsAttention’ list are directly tied to their Customer Notification settings. In other words, Customer Noti-fications, which prior to 7.6 referred only to email alerts, now refers to both the email alert and thedisplay of the notification in the Needs Attention list.

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Notification Highlightsl Complete re-implementation of notifications for more flexibility

o Configure general alert settings like email globallyo Configure who receives alerts at the local level via themes

l Use of Customer Portal themes connected to customer groups allows a configurationwhereby some customers/locations receive alerts while other customers/locations (eventhose in the sameWork Zone) do not

l Hierarchical approvall Individualized content for every notification typel Linking of email based notificationswith appearance of items that need attention on the Cus-tomer Portal so that a customer has a consistent experience between email notifications andwhat they see when they log in to the portal.

l Ability to send high priority emails for emergency priority work orders

Notification Thresholds & Authorization LimitsA new Notification Threshold allowsCustomer Contacts to be set up so that they only get notifiedfor things that really need their attention. This feature is a continuation of the string of enhance-ments that have been implemented to provide better control over the process of assigning andsending work orders to providers from the Customer Portal.In the example below, the Regional Manager contact will only be notified onQuote Approvals orInvoice Authorizationswhen the amount is at least $1000, but less than $5000.

Figure 3-12: Detail of Customer Contact showing Authorization Limits and Notification Thresholds

When the theme setting “Send Provider WorkOrders” is set to “Based on Send Authority,” a con-tact will only be able to send work orders when they have a send limit. Limit is based on the "Not toExceed" (NTE) amount.

Configure Notifications: Quick StartThe following is a summary of the steps necessary to see notifications in the customer portal"Needs Attention" list and to start receiving email alerts:1. Give the relevant user the SystemAdministration privilege: Customer – Notifications.2. Go to Customer > Notifications > Settings.

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3. Enable notifications for the appropriate type of work orders. Recommended setting = PMRMandRequest

4. Go to Customer > Notifications > Types.5. For each of the events you wish to create a notification, do the following:

a. Enable itb. Provide content for the email alert

6. Go to Customer > Customer Portal Admin > Themes> [Choose Theme].a. Under "Send Notifications To," ensure that the proper contacts will be alerted. Rec-

ommended setting: Service Request Contact and All Store Primary Contactsb. Under "WorkOrder Table Configuration," ensure the Action field is set to “show." If the

Action field is not enabled, the Needs Attention view will not appear in the CustomerPortal.

Configuring NotificationsThe new privilege “Customers – Notifications” should be granted to all SystemAdministrators. Thisprivilege grants access to two Customer menu items—Notifications > Settings and Notifications> Types—as shown in the image below.

Figure 3-13: Customer > Notifications: Settings and Types

CUSTOMERMENU > NOTIFICATIONS > SETTINGS OPTION

TheNotifications Settings option handles basic settings for customer notifications such as:l Turning on notifications for the different types of work orders.l Setting the “From” address of the email notificationl Marking email as High Priority for emergency or escalated work orders

Figure 3-14: Customer > Notification > Settings Options

CUSTOMERMENU > NOTIFICATIONS > TYPES OPTION

The range of Customer Notification Types that can be configured are displayed in the imagebelow.

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Figure 3-15: Customer Notification Type Configuration

Clicking one of the notification types in the table, opens a screen that allows you to customize thenotification content and enable/disable it. The image below shows the "QuoteWaiting ForApproval" details screen.

Figure 3-16: Details of the 'Quote Waiting for Approval' notification

You can configure the list of people who will receive each kind of notification by clicking the Storetab within the Customer Theme and then clicking the Edit button in the "Send Notifications To"field.

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Figure 3-17: Theme Summary showing Send Notifications To field

After clicking Edit, a configuration page like the one shown below appears.

Figure 3-18: Customer > Customer Portal Admin > Themes > [THEME] > Send Notifications To

The three columns on the Send Notification To screen are explained below:l Service Request Contact enables notifications to the Contact and "Contact at" of the workorder. Note that if the user overwrites the contact address and the person they select is not aprimary contact with the primary setting enabled, the primary contact might not receive thenotification.

l All Store Primary Contacts copies the alert to all primary contacts for the selected store.l Store Group Primary Contacts copies the alert to all primary contacts for the store group orgroups associated with the store/location.

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Troubleshooting Notification ProblemsIf you are not getting notifications, check the following:l TheCustomer contact has a type configured, for example, Primary.l If theme settings specify only the work order contact receives an alert, make sure the Contactand "Contact at" fields have not been overwritten on the work order.

l TheCustomer Contact Notification Threshold is set appropriately. Generally, onmoneyrelated notifications, the contact will be alerted when the dollar amount falls between the con-tact’s Notification Threshold and their Limits - Send or Authorization.

l TheCustomer Contact can view and approve AnyRequest, if you are expecting a notificationon a request not placed by a contact.

l Theme settings has verification or invoice workflow settings turned on. For example, if DisplayCompletion Verification and Satisfaction Rating is turned off in the theme, then the user willnot be alerted on VerifyWorkNotification.

l If you are using Customer Invoices and have Customer Invoice Approval workflow on, makesure the relevant AR Status has “Display to Customer” set to Yes.

Important Notesl Changesmade to the notification configuration settings do not take effect immediately. It takesan hour or two before the enabling/disabling of customer notifications, changes to contentchanges, and so on take effect.

l Notifications are processed in real time. A contact will only be notified for an event thathappens after they have been configured to receive alerts. As an example, if BobManager isadded as a contact at a store or location, Bob will only receive notifications for events thathappen after he was added. He will not see notifications for anything that happened before hewas configured. This prevents hundreds or even thousands of notifications suddenly appear-ing after a client is upgraded.

l If a contact overwrites the contact name field theywill never see this work order in their NeedsAttention list. They could however still receive email if they put an email address in the contactat field. By overwriting the contact name, the work order loses its connection to the contact'srecord.

Minor Notesl The presence of multiple customer groups andmultiple themes associated with the same cus-tomer/location significantly complicates the configuration. It is strongly recommended tomini-mize the number of themes.

l Regarding email notifications, if there is no "from" address specified—that is, theWork Zonedoes not have an email address specified, the notificationswill still be sent from the followingdefault email address: [email protected].

List of NotificationsThere are two general types of notifications in the system:l Information Only - Notifications that only generate an email alert, such asNewWorkOrderCreated,WorkOrder Placed on Hold

l NotificationsNeeding Attention – Notifications that might also appear in the Customer PortalThe table below lists all possible Customer Notifications and the conditions under which theyoccur. For those that are classified as "NotificationsNeeding Attention," the table describes Themeor Contact settings that might impact the notification, as well as the standard resolution actions.

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Figure 3-19: Notifications Table

Recommended NotificationsThe recommended notifications depend on industry and corporate organization. A standard Retailor RestaurantWorkOrder Network client with no techs and with field/store operations controllingmost of the work flow should have the following notifications enabled:l New Message FromProviderl QuoteWaiting for Approvall Vendor Invoice Action Requiredl VerifyWorkl WorkOrder Cancelledl WorkOrder Needs Sendingl WorkOrder Rejected

And set up with the following contacts to be sent the notifications.

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Figure 3-20: Notification Contacts Table

Request Quotes Through the Customer PortalBased on client requests, the ability to request a quote via the Customer Portal is now an optionwithin the theme setting described previously.

New Theme SettingThere are three settings for quotes:l Nol View Only – The quotes are essentially read-only on the Customer Portall View, Request and Approve – Enables quotes through the Customer Portal

When "View, Request and Approve" is enabled, a quote option appears as the final step of theService RequestWizard as long as the work order has been assigned to a connected provider.Quotes cannot be used with non-connected providers.

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Figure 3-21: Request Wizard showing the Quote option.

Quotes on the portal operate just like quotes entered through the Back-Office Portal. If a userselects the “I want a Quote” option at the end of theWizard and then clicks the “Submit Request”button, theWOwill be created and sent to the provider with the “Request Quote” flag.

Figure 3-22: Detail of Provider interface with a Requested Quote Flagged

Quote Alert and Review QuoteAfter a provider has submitted a quote, a Quote Notification is sent–assuming quote notificationshave been enabled–and the work order appears in the "Needs Attention" list of the Customer Por-tal along with a Review Quote button, as shown below.

Figure 3-23: Detail of Customer Portal "Needs Attention" List showing a Review Quote action button.

Clicking this button brings up the Review Quote screen shown below.

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Figure 3-24: Review Quote Dialog

Clicking the Approve button sets the quote status to Approved, as shown below, and updates theNTE, which is what happenswhen quotes are approved through the other interfaces.

Figure 3-25: Approved Quote & Updated NTE

Deferred WorkThe ability to defer work has been introduced in this release to enable companies to track theirdeferredmaintenance backlog and have visibility into their growingmaintenance liability.Deferred work has several key uses. In an environment of budget cuts, deferring open work ordersallows customers to shift costs to a later budget period. For big ticket items, work orders can becreated for short term fixeswhile a deferred work order is created for the ultimate resolution. Forexample, a work order to patch a roof is created and dispatched to the vendor while at the same

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time a deferred work order to replace the roof is created. Deferring a work order places it on-holdwith a status of Deferred.

Deferred v. On-Hold MaintenanceDeferredmaintenance is not what we typically think of as on-holdmaintenance. Deferredmain-tenance is proposedmaintenance that may or may not happen pending a decision. Standard on-holdmaintenance ismaintenance that is already approved, it is just waiting for some short termevent to occur before the work can be completed: for example, a part of a scheduled visit to amain-tenance site.

New Theme SettingSimilar to the Quote functionality, a new "Support DeferredMaintenance" setting is available as aCustomer Portal theme setting with three options:l No –Not visiblel View Only – Deferredmaintenance is visible butWOs cannot be deferred or released throughthe Customer Portal

l Full Control – Enables deferredmaintenanceWOs to be handled via the Customer Portal

Defer and View a Work OrderWhen the defer setting is enabled, the user is presented with an option on the final page of the Serv-ice RequestWizard, as shown below.

Figure 3-26: Last Step of Request Wizard showing the defer option.

Some notes about deferred work orders:l They get assigned, but are not sent.l They have their due dates cleared.l They can be viewed by choosing the "Are Deferred" option in the View selector, as shownbelow.

Figure 3-27: Selecting the Deferred work option in the View list

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Release a Work OrderA deferred work order can be released by selecting the “Release” option in the list of availableactions, as shown below.

Figure 3-28: Available Actions on a Deferred Work Order

When a deferred work order is released, the following occur:l Thework order status changes fromOn-hold to Newl The due-by date of the work order is automatically recalculatedl The user is given the option of sending (dispatching) the work order

Deferred Via the Back-Office PortalTo defer a work order from the Back-Office portal, the work order is put on-hold and "Deferred" isselected as the reason why, as shown below.

Figure 3-29: Deferring Work from the Back-Office Portal

Financial Periods & BudgetsA new system for financial reporting periods has been introduced, replacing the previous timeframes.The financial reporting periods and budgets have a direct impact on the SpendMeter, which is nowpart of the Customer Portal. During upgrade to 7.6, any customTime Frame that was based onspecific dates shouldmigrate to the financial periods. Relative time frames, those using a formula,will not migrate and instead will be replace by the standard time frames described below.

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Standard Time FramesThe following standard Time Frames remain and should be visible in all reports:l Previous: Day/Week/Month/Quarter/Yearl This: Week/Month/Year/Today

Defining Financial Reporting PeriodsConfigure client specific time frames in the new menu item available at Financial > Settings > Finan-cial Periods, as shown below.Financial Periods can overlap. For example, any given daymay be part of a Period, a FiscalQuarter, and a Fiscal Year. Be careful not to have overlapping periods as that may result inunexpected outcomes.

Figure 3-30: Financial > Settings > Financial Periods

The custom defined financial periods are displayed along with the predefined reporting time framesin the report parameter dropdownmenus and in the Customer Portal as part of the SpendMeter.

Figure 3-31: Detail of Customer Portal Spend Meter showing Financial Periods.

FINANCIAL PERIODS IMPORT/EXPORTA New import/export is available for ease of creating financial periods.

Defining BudgetsBudget functionality hasmigrated to Customers. Budgets are based on defined Financial Periodsand are configured in the Customer Details, as shown below. Customer group budgets are auto-matically calculated as the sum of all customer budgets within the group.

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l Portfolio budgets have beenmovedl Work Zone budgets have beenmoved to Customers.

Adding or double clicking on a budget for a customer opens the Customer Details screen, wherebudgets can be added and edited.

Figure 3-32: Customer Details showing Budget Configuration

Clicking a link in the Budgets field opens an Edit Budget screen like the one displayed below.

Figure 3-33: Edit Budget Dialog

REPORTING BUDGETS IMPORT/EXPORTAn import/export called “Reporting Budgets” is located under the Other section and is available todefine budgets. An example of the export for previously described budgets is shown below.

Figure 3-34: Example of exported Reporting Budget data

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AP Invoice ExportThis is a new feature that should helpmake for a smoother transition from having no work order net-work to using theWorkOrder Network. This feature should be used instead of a report in situationswhere there is no AP invoice integration.Clients who did not have integration, but who had authorized vendor invoices in CorrigoNet thattheywanted to send to Accounting for payment would do the following:1. Authorize invoices in the system.2. As a Back-Office user with the proper privileges, navigate to the AP Invoice Export screen

shown below.

3. Click the Export button, at which point the system generates a file, such as an Excel file, justlike import/export, and prompts the user to open or save the file.

4. Select Save (or Open).5. The system then updates all of the invoices to Exported.

The file that is created can then be sent to Accounting electronically for upload to their AP sys-tem or it can be printed and sent to them as a hard copy. Savvy clients will likely be able to con-figure the export to match their AP system’s file import requirements.

AP Invoice Export ConfigurationTwo privileges are applicable to the new AP Export feature:l “Financial – AP Export Configuration”(providers user with access to Financial > Settings > APExport Config page)

l “Financial – AP Export” (providers user with access to Financial > AP Export page)On the AP Export Config page, you define the following:l The format of the export including the fields that will be exported, the order of the fields, andthe column headers.

l The status of the invoices that will be exportedl (Optional) The ability to concurrently print out paper copies of the invoices for clients who needpaper copies.

The image below is the configuration used in to produce the sample export file in the previous sec-tion.

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Figure 3-35: Financial > Settings > AP Export Config page

Default Expense Account (GL) CodingSeveral clients expect the Account (also known as “GLCode”, “Expense Code”, “Account Code”,or “AP Account Code”) field to be set to a default value based on the Asset. Prior to 7.6, two scriptswere used to automate the default setting of the Expense Account Code.In 7.6 we have created a feature that allows the Account Code to be associated at theModel Level,so that when the work order is created, the default account code is automatically populated in theexpense account code field.1. Turn this feature on by going to Financial > Settings > General and selecting the Yes radio but-

ton.

2. Ensure your account codes are configured.

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3. Configure the proper Account Code for the Asset

Assuming that each of the steps above have been completed beforehand, when a work order iscreated with amodel that has a default expense account code, the work order will have that codepre-populated, as shown below.

Figure 3-36: Detail from Actual Costs showing the Expense Account Code field

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Vendor Invoice Review ReportA new report has been added that should be standard for anyWON client who has agreed to usethe IVR check-in/check-out feature. The example report below assemblesmost of the necessaryinformation required tomake a decision about Vendor Invoice Authorization and showswhetherthe IVR was used and whether the caller was calling from a designated phone.

Figure 3-37: Example of Vendor Invoice Review Report

The report uses theWork Zone phone number, configured at Assets>Work Zone Setup>[WorkZone]>Contact Information, shown below.

Figure 3-38: Detail of Work Zone Contact Information showing the phone number used to determine the IVR call-ing from number.

Note: IVR is a variable cost. Contact your Account Manager or Corrigo Customer Support if youare interested in adding this service.

Access to DocumentsClients have often requested the ability to make documents like site maps, maintenance pro-cedures, pictures, etc. available to customers via the portal.

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Show Customer DocumentsA new setting is available in the theme settings page under the HomePage View section. Whenset to Yes, it adds a "Documents" option to the View dropdown list displayed on the Customer Por-tal homepage.

Figure 3-39: Detail from Customer > Customer Portal Admin > Themes

When set to Yes, it adds a "Documents" option to the View dropdown list displayed on the Cus-tomer Portal homepage, as shown below.

Figure 3-40: View Documents dropdown on Portal Home Page

Selecting "Documents" and the clicking theGo button, takes the user to a screen that displays alldocuments associated with the selected customer,

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Figure 3-41: Documents page: showing three documents associated with this particular customer

The documents displayed are those associated with the Customer or Customer group. The exam-ple above shows the documents associated with that customer, configured in the Customer Detailspage of the Back-End Portal, as shown below.

Figure 3-42: Customer Details showing documents

Note: Customers only see documents related to the specific customer. They do not see doc-uments associated with the customer group that are not directly related to the selected customer.

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Request Approval ExtensionsA number of changes have beenmade to the Request Approval process to better support variousclient work flows, including the need in commercial propertymanagement for hierarchical approv-als. Tomore easily understand these changes, take the example scenario of a storemanager whoplaces a request that exceeds his/her limit according to theWorkOrder NTE value.When this work-flow is turned on, the work order is placedOn-Hold and someone with sufficient authority, such asa Regional Manager, is notified to review and approve the request. When approved, the workorder is then sent to the assigned resource.

Scenario SetupIn order for this sample scenario to work correctly, the systemmust be set up appropriately, withthe following:l Theme settings activated, with the following values selected:

o Enable request approvals – Ono Automatically send anywork orders in the new status –On

l Notifications turned on, specifically the Request Needs Authorizingo Type is enabledo According to the theme, the Regional Manager will be sent the notification (send to Cus-tomer or Customer Group Primary)

l Contacts are set-upo StoreManager – The work flow will only be enabled when a request is placed on aWOthat exceeds themanager’s limit

o Regional Manager – Has sufficient authority to approve and his/her notification thresh-old is below the NTE

l NTEs are set up

Scenario Steps1. Storemanager places a request via the portal.2. Contact selects the “get the work done” option.3. On the confirmation page, themanager see a note that the work has been created, but not yet

sent.

4. The Regional Manager receives a notification entitled, "NewWorkOrder Requires Sending."5. The Regional Manager logs in and sees the work order that requires attention.

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6. The Regional Manager clicks the “Review Request” button and a new screen appears.

7. The Regional Manager approves the request.8. TheWO is assigned a status of New.9. TheWO is automatically sent to the assignee.

Contact Request Limit SettingTheCustomer Contact field “Send Limit” has been renamed “Request Limit” as shown in theimage below.

Figure 3-43: Detail of Contact Details showing Request Limit setting

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TheRequest limit field restricts the work a contact may request from a vendor based on NTE, whilethe Authorization limit field restricts the value of invoices the contact may authorize.

Theme Settings for WorkflowPrior to 7.6a, there was a single ThemeSetting called “Send Provider WorkOrders” that had a sin-gle option: "Based on Send Authority." This has been replaced by two settings:l Enable request approvalsl Automatically send anywork orders in the new status

Figure 3-44: Customer > Customer Portal Admin > Themes > [Theme] > Settings

ENABLE REQUEST APPROVALS

This setting is used to restrict a contact’s ability to send work to vendors. When it is enabled and anew work request is created—as opposed to an estimate or deferring the work—theWO’sNTE iscompared to the contact’s Request Limit. If the limit is insufficient (NTE>Limit), then the work orderis placed “OnHold” with a reason “Request needs customer approval."

AUTOMATICALLY SEND ANY WORK ORDERS WITH A STATUS OF NEW

When this is enabled, new work orders are automatically sent to service providers. When a workorder has a status of New via the portal—that is, it is created, approved, re-assigned, and so on—itis sent automatically.A work order is sent whenever it meets one of the following criteria:l It is created and given a status of “New"l It is approvedl It is re-assigned and the status becomesNewl It is un-deferredl An estimate is accepted

SUPPORTEDWORK FLOWS

TheWork Flow settings are there to support the two primary use cases: where the Customer Por-tal communicates directly with the vendors and needs to automatically send work orders or wherethe Customer Portal communicateswith a facility group, who then communicateswith the vendors.

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Work FlowEnableRequestApprovals

Automatically Send AnyWork Order That Has a

Status of "New"

Storemanagers (contacts) have full authority to manageall maintenance for their stores. Off Yes

Store creates requests but work is actually dispatched tovendors by a facility team. Off No

Storemanagers have limited authority. At a certain $ leveltheir requests must be approved before being dispatchedto vendors.

On Yes

Store creates requests, at a certain $ level requests mustbe approved. After approval, a facility team performs thedispatching.

On No

Approving a RequestWhen awork order is put on hold due to request approvals being active, the reason given is"Request needs customer approval" and the customer notification "Request Needs Authorizing" istriggered automatically. Work orders in this state will contain a “Review Request” action buttonwhen viewed through the Customer Portal.The notification is amodification of a prior notification and can be seen in the Configuration pagesshown in the two images below.

Figure 3-45: Customer > Notifications > Types

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Figure 3-46: Customer > Customer Portal Admin > Themes > [Theme] > Send Notifications

APPROVAL LIMITIf the user does not have a sufficient request limit to review a request, theywill see aWarningscreen that displays the following text: “The NTE in this work order is greater than themaximumdollar amount you are allowed to approve. Someone with a higher request limit will need to login toapprove it”.

ON APPROVAL

If the work order is approved, it is re-opened and the note entered is added in the "Re-open com-ments" section. The work order will then be sent if it is assigned to a connected provider and theCustomer portal theme setting “Automatically send approved work orders” is set to "Yes."

REJECT

If the work order is rejected, the cancellation ismarked with the reason “Customer CancelledRequest” and the contents of the text are used to populate the "Reason for the cancellation" sec-tion of the order.

Assignment EnhancementsFeedback from clients was that theywanted the ability to force their stores to use a primary vendorinitially, but to allow reassignments if the selected vendor rejected the work order.Prior to 7.6a, there were two portal theme settings:l Allow assignment/re-assignment” with options:

o Noo To preferred providers onlyo To any provider

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l Allow auto-assignment from the Customer Portal with options:o Yeso No

There was a problem in that the two were interconnected: if “Allow assignment/re-assignment”was set to any value other than “No,” then the “Allow auto-assignment from the customers portal”setting was ignored.To fix this, two new independent settingswere created: “Assignment” and “Re-assignment.”

Figure 3-47: Detail of Themes settings page

Assignment SettingsThe Assignment option comeswith the following four options:l None – The assignment selection page is not shown in the wizard and auto-assignment isswitched off when the work order is created. The resulting work orders will always be unas-signed.

l Automatic – The assignment selection page is not shown in the wizard and the work order isauto-assigned when created. The resulting work ordersmay or may not be assigned.

l Assisted (to preferred providers) – The assignment selection is displayed, showing only pre-ferred Providers.

l Assisted (to any provider) – The assignment selection page is displayed showing all Pro-viders.

Re-assignment SettingsTheRe-assignment option comeswith the following three options:l None – There is no re-assign option in the available actions dropdown on the work orderdetails page.Work order rejected notifications are not sent.

l Assisted (to preferred providers only) – There is a re-assignment option and work orderrejected notifications are sent.

l Assisted (to any provider) – There is a re-assignment option and work order rejected noti-fications are sent.

Use of the New SettingsThe new settings are designed to be used in themanner outlined in the following table.

Policy/Organization Supported Assignment Re-assign-ment

Operations has a high degree of decisionmaking and handles all assign-ment decisions down at the store level Assisted Assisted

Operations are required to use preferred providers but can re-assign inthe case of exception (e.g. the work order is rejected or the provider isnon-responsive)

Automatic Assisted

All assignment/re-assignment handled by a facility team and the assign-ment process is invisible to operations None/Automatic None

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Note: The automatic/assisted configuration (the second row above) does not explicitly prohibitstores from assigning work for reasons other than exception, but it is expected that this will beenforced through communication of company policies outside the context of the system.

DependenciesTheNotification:WorkOrder Rejected is now dependent on the "Re-assignment" option not beingset to “None.”The “Release” action will only be visible when the "Re-assignment" option is not set to “None”.

On UpgradeOn upgrade, the old settings aremigrated in themanner outlined in the following table.

Old Settings New Settings

Allow Assignment/Re-assignment Allow AutoAssignment Assignment Re-assignment

No No None None

No Yes Automatic None

To preferred Don't care To preferred To preferred

To any Don't care To any To any

New Work Order Table FieldsThe following fields have been added to theWorkOrder table:l Age – This is listed as “X day(s)”l Needs Attention – This is the age of the highest priority work order action visible to the user. Inother words, it displays how long the work order has been waiting in the contact’s "NeedsAttention" list.

l Detailed Status - When the status is either “Needs Attention” or “On-Hold,” this field showsthe reason for the hold or the attention. Otherwise, it shows the status. This is expected to beused in place of the status, not in addition to the current status.

The new fields are configured through the interface shown below.

Figure 3-48: Customer > Customer Portal Admin > Themes > [Theme] > Work Order Table Configuration

When visible in the Customer Portal, the new fields are displayed in the followingmanner.

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Figure 3-49: New fields shown

Improvement to the Last Step of the WizardPrior to release 7.6a, when users were creating an "Emergency" work order, when they arrived atthe final step of the wizard, theywere presented with multiple options. Although the user couldselect any of the options, some of the options opened pages notifying the user that their selectionwas not valid because theywere creating an Emergencywork order.Users of the system found this approach to be frustrating: it allowed them tomake amistake andthen instructed them to go back and correct it instead of preventing them frommaking themistakein the first place.In the current release, the final step of the wizard contains only one active option: “I just want thework done.” Users can then put an explanation next to the work done option.

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Back-Office Portal

BACK-OFFICE PORTALEmail Based Quote ApprovalThis enhancement allows system users to approve submitted quotes and requests for NTEincreases by replying to the received quote alert.

ConfigurationIn order to configure email based quote approval, the following requirementsmust bemet:l TheQuote Submitted/NTE Increase Request Alert optionmust be enabled.

l The user, not the customer contact, must have access to the locations for which a quote isbeing requested.

l The user must be subscribed to the alert and have a properly configured alert address.

l The user role must have sufficient authority to approve the quote amount, as designated onthe Role Name screen for the user.

Note: To ensure integrity of responses, users replying to approve the work order must have anemail address that is unique to that user.

Use ScenarioThe following is a very simple usage scenario:1. A service request is created and assigned to a provider.2. A quote is requested and theWO is sent to a provider.3. The provider fills out the quote and submits it.4. The user receives an email alert titled “Quote of NTE increase request onWO#...."

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5. The user replies to the email with the word “approve” or “reject."

6. The system receives the reply and processes it as an approved quote.

7. The user receives an email confirmation.

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Back-Office Portal

If there is a problem processing the approval/rejection, an email is sent to the user providing detailsabout what is wrong.

Possible Responses to Quote Approval RequestWhen a user replies to a quote approval request, the following responses are possible:l Success - The recipient of the request has sufficient authority and the Approved or Rejectedaction has been successfully executed

l Insufficient authority – The recipient of the request lacked the authority to approve the request.l Action Error - An error occurred when the recipient of the request tried to take action.l User not valid – The reply email was successfully processed, but the sending email addresswas not associated with a valid user. This error also occurs when there are two users in thesystemwith the same email address.

l Already performed – The approve/reject action had already been taken when the request wasreceived.

Specialty Groups & Dispatch Board Specialty Group FilterWith the introduction of the updated Store Portal, clients are beginning to co-mingle other types ofwork orders such as IT work orders with traditional R&M. As an example, three different internalorganizations are using the Corrigo Customer Portal to support service requests. In this situation,work orders from three distinct functional groups are handled concurrently. However, each ofthese functional groupswants tomanage their ownwork orders while excluding work orders fromthe other groups.The new Specialty Group Filter creates the ability to create groups of specialties and provides ashort-cut for users to filter out work that is not within their domain. For a client who has a largenumber of specialties, users will muchmore easily be able to filter the Dispatch Board by dese-lecting all other specialty groups and choosing a single group when compared to the current modelwhere they have to deselect all specialties and select the 40 specialties that they care about.To activate the new “Specialty Group Filter,” users select the"Specialty Group Filter" on the Dis-patch Board, as shown below.

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Figure 4-1: Specialty Group filter

Clicking the filter opens the screen below, where users can select the groups theywant to filter:

Figure 4-2: Specialty Group screen

Note: Specialty groups are not intended to control data; their objective is to help the user hide irrel-evant information, not restrict access to a subset of work orders.

Configuration Notesl Specialty groups are accessed and configured through the Knowledge Base option on theOur Company tab.

l Any number of specialty groups can be defined for any set of specialties in the system.

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Back-Office Portal

l The “Unknown Specialty” option on the Specialty Group Definition screen is treated as its ownspecialty and can be included or excluded from any group

l Access to the Specialty group page is controlled by the existing privilege, ”Company – Knowl-edgeBase”

l A Dispatch Board setting, "Use Specialty Groups," must be enabled in order to have access tothe Specialty Groups functionality.

Financial Reporting PeriodsThe following additional “standard” reporting periodswere added to the system to help clients pro-videmore appropriate reports, especially with subscriptions:l Last 48 hoursl NextWeek

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l Prior 7 daysl Prior 30 days

These options appear in the report parameter time frame field, as shown below.

Figure 4-3: Detail from report view page showing the new time frame options.

Disallow Vendor Invoice Authorization When WO Is ActiveA new global setting disallows Vendor invoices to be set to a Read-Only status when the workorder is not yet competed.

Figure 4-4: Financial > Settings > General

This allows the legacy behavior of the system to be activated, which was relaxed in 7.5 in order tosupport Vendor pre-bills. The relaxation of the constraint became problematic for some upgradingclients who require work orders to be completed before the invoice can be authorized or set toanother appropriate Read-Only status. On upgrade, the default setting is Yes.

Tenant COI ExtensionsSupport was added for two COI use cases:1. Tenant submitsmore than one Acord 25 form, since the different insurance categories can be

distributed acrossmultiple COI documents, for example, one COI for general liability and oneCOI for workers comp. In the original design, it was assumed that there would be just a singleCOI document.

2. Tenants submit an additional form for Commercial Property Liability. In the original design, itassumed that the Acord 25 formwas the only form used.

Change to Customer Theme Settings LayoutOver time asmore andmore settings have been added to the Customer Portal Settings page, thegrouping and ordering of the settings has become somewhat haphazard.With this release, theCustomer Portal settings have been updated in amore logical and consistent order.Additionally, many of the settings–labels and options–have been improved for consistency andcomprehension.

Logged In User Access to Stock LocationsPrior to 7.6a, a user of the Back-Office Portal could only selects parts andmaterials from the"Assigned To" user’s stock locationswhen adding amaterial item in actual costs to a work order.This has been changed to address a use scenario for stock locationswhere the corp user should

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Back-Office Portal

always be able to select parts andmaterials fromwithin their own scope of stock locations, not nec-essarily the assigned to user.

New Materials Management SettingA new materials setting, "Grant corp user access to Stock Locations…" provides the following twooptions: Assigned to User and Logged In User, as shown below.

Figure 4-5: New Materials Management Setting

The default setting is “Assigned to User,” which is the way the system functioned previously. Whenthe setting is changed to “Logged In User,” a user on the Back-Office portal onlywill see in stockand out of stock locationswithin their own scope, not the scope of the assigned to user.

Log In to Portal from Contact Details PageTheCustomer Service RequestWizard (CSRWizard) is being deprecated beginning in version7.6a. In its place, users will now be logged in to the Customer Portal when placing a request fromthe Contact page, as shown in the screens below.

Figure 4-6: Detail of Contact Details page showing Portal log in button

Clicking the Customer Portal link on the screen above opens the Customer Portal home page forthe user.

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Figure 4-7: Customer Portal home page

Thismakes for amore consistent use between CSR andCustomer contact and also allows theCSR to take advantage of the Portal’smany new features that were not available through the CSRwizard.The following are important notes relating to this change:l On upgrade, the CSRWizard should be turned off. However, it is still available for creating arequest from the Customer Details (as opposed to the Contact Details) page. The rec-ommendation is to leave this turned off as theWizard will be going away in future releases.

l When a user places a request on behalf of a contact through the Customer Portal, that actioncan be tracked to the user by referring to the action log.

Display Provider Labels in the Back-Office Portal (CN-2139)Labelsmay be used for all sorts or grouping and organizing purposes, such as to identify providerswilling to work after-hours versus those who do not. Provider labels were added as a feature in 7.5,but theywere not made visible until this release.l Labels can be configured by going toWONetwork > Labels.l Labels can be assigned to providers through the Provider Details page shown below.

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Back-Office Portal

l Provider labels appear on the "Assign theWorkOrder" screen

and in the "MyProviders" list

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Tablet Extensions

TABLET EXTENSIONSSupport for ProvidersAssignment and reassignment to vendors/providers can bemade from the assignment screen.Selecting the Assign (or Re-assign) option in the Actionsmenu opens the AssignWorkOrderscreen, which contains a Vendors tab on the left-hand side, as shown below.

Figure 5-1: Assignment dialog, vendor tab selected

When you select the Vendors tab, the screen displays a list based on zip code and service spe-cialty. To assign/re-assign a provider, simply select the checkbox beside the provider's name andthen click the Apply button.Note: Because there is not a single "Assign and Send" option, usersmust first assign the workorder and then use the Send command in themain Actionmenu to send the work.After clicking Send in the Actionmenu, an editable SendWorkOrder to Vendor screen appears,which also allows you to request a quote if you want one.

Figure 5-2: Send Note dialog with Quote option.

Clicking the Send button on this screen then sends the work order to the vendor.

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Display FlagsTheHome page now contains a FlaggedWork button on the left-hand side that provides a quickway for users to see all flagged work orders.

Figure 5-3: Tablet home screen with Flagged Work option.

WorkOrder flags are clearly visible in theWorkOrder list along with the reason for the flagging,which allows users to quickly identify work orders that need attention. In the screen below, thework order has been flagged with the reason, "Quote submitted from provider."

Figure 5-4: Flagged Work Orders - In this example,

Users can clear flags by selecting Clear from the Action button in the top-right corner of the screen.

Quote ApprovalYou can click the Vendor Quote button on a work order to view details of the quote.

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Tablet Extensions

Figure 5-5: Vendor Quote button

After clicking the button, a Vendor Quote screen appears, giving you the option to Approve orReject the quote, using the related buttons in the Actionsmenu.

Figure 5-6: Vendor Quote Details

Internal Note: The Vendor Quote navigation buttonmust be enabled in order for this feature to beavailable to end-users. For an Admin user with appropriate privileges, this is available on the CorpPortal at the following location: Our Company > Mobile Clients > Display Config > Configuration ofNavigation Buttons for Mobile Tablets.

Email Work OrdersUsers can now email work orders directly from the tablet by clicking on the Email icon:After clicking the icon, a dialog like the one shown below appears. The work order will be sent as acover email with a .htm attachment.

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Figure 5-7: Work order email screen

Note: The new setting that defines the print template attached to emailed work orders generatedfrom a tablet can be found atWorkOrders > Settings > Details. The setting field looks like the fol-lowing:

Figure 5-8: Detail of Work Orders > Settings > Details page

Work Order List on Customer PageTheCustomer/Contact page, accessed from a navigation button on the tablet WODetails screen,now displays aWorkOrders panel, as shown below.

Figure 5-9: Customer page showing new Work Order panel

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Tablet Extensions

Limit Creation of Grandchildren Work OrdersTo improve usability with work plans/child work orders, “grandchild” work orders can no longer becreated on the tablet. If a user selects "CreateWorkOrder" fromwithin a child work order, theoption theywill see is "Create Child fromParent," as shown below.

Figure 5-10: Child Work Order showing Create Work Order options

In the example above, work order #TL0020.01 is already a child. Creating a child from the parentthus creates the next serialized child work order: in this case, TL0020.02, as shown below.

Figure 5-11: Child Work Order created from another child

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Other Enhancements & Changes

OTHER ENHANCEMENTS & CHANGESImport/Export Changes & Enhancements

l Customer Notes - import/export for customer notes: There is one row per note with the fol-lowing columns: ID, CustomerNumber, DateTime, Note, ByUserID, NoteType

l Announcements Import/Export - import/export for announcements. On export, exports allAnnouncements

WON/Service Providers EnhancementsThe following is a short list of some of the changes that weremade to the service providers as partof 6.13. Service providers will receive or have already received their own notes regarding thesechanges.l (WON-562) Switch to selectively show provider gradesl (WON-561) Restore Learning center linkl (WON-553) UpdateWONWO# from 6.x->7.xl (WON-547) Verification Feedback to Providersl (WON-564) Show Provider Gradesl (WON-554) Provider emergency escalation

Work Description in Completed Work ListTheWorkDescription now appears as a pop-up when you hover your cursor over the CompletedWorkOrder List.

Figure 6-1: Detail of “View by Completed Work Order” list showing work description in the pop-up

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WSDK Changes

WSDK CHANGESThe following sections list theWSDK changes that weremade during the last major release (7.6)and the subsequent minor release (7.6a).

Release 7.6 ChangesThe following changes affectingWSDK weremade for release 7.6:l A patch wasmade to 7.5c and added back a "cleaning" feature where, on import, multiple con-secutive spaceswithin a field are reduced to a single space (CN-2110)

l Create import/export for theme settingswas added (CN-2049)l WSDK import methods fail with an exception: "The remote server returned an error: (500)Internal Server Error." (CN-2218)

l An “ExpenseAccountCode” field was added toModel import/export.l A FinancialRegionsWSDK scheme and Excel import/export were added (CN-2155)l A “NotificationThreshold” field was added to the Contact schema and Excel import/export.

Release 7.6a ChangesThe following changes affectingWSDK weremade for release 7.6a:l A new element was added to CustomerInvoice object (CN-2469).

Name: SpecialtyType: StringLength: 40 (same asWorkOrder.Specialty)

l Added EstimatedCost, EstimateDetails to CustomerInvoice Object (read-only) (CN-2472)l For Provider Imports, when Action="delete", suspend the Provider (CN-2489)l Added IsRelatedTo field to Specialty imports for both Excel andWSDK (CN-2567)l Fixed the following issue "WorkZone import containing xml name space does not associateportfolios to the imported work zone"(CN-2362)

l Added support for 4-digit rates submitted fromWorkTrack as part of provider invoice (CN-2531)

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JIRA Change Requests & Defects List

JIRA CHANGE REQUESTS & DEFECTS LISTChange RequestsThe following table lists all of the change requests that were completed for this release and pro-vides a brief summary of what was done.

JIRAIssue# Issue Type Components Summary

-- Change Request ReportsPrior to 7.6a we only supported custom permissions forreport folders. Now, custom permission are availableon reports as well.

CN-2022 Change Request Reports Add seasonal visit fields to PMRMReport Wizard Tem-plate.

CN-2087 Change Request CorporateWeb

Modifications to search page filter:1. Set the default to include Completed within the last90 days2. Remember the user's settings within the session.

CN-2092 Change Request Reports

Extended PMRM Schedule Report Wizard to include:Item AssetTaskDescriptionNTEWork Order Model and Task

CN-2093 Change Request CorporateWeb On PMRM Schedule page, set the search option(include suspended schedules) to OFF by default

CN-2098 Change Request Customer Portal Simplified customer portal contact info

CN-2106 Change Request CorporateWeb

Option to send emails with "High Importance"/Priorityfor user alerts on emergency work orders. To enable,go to: Work Orders > Settings > Alert Settings: Emer-gency Alert Settings: Set emails to high importance =Yes

CN-2107 Change Request CorporateWeb Add "AP Invoice Exported on" [Date] as a searchoption on theMass Manage page.

CN-2108 Change Request CorporateWeb Creation of an AP Invoice Export feature to allow forquick implementation prior to integrations

CN-2110 Change Request Web ServicesAdded back import "cleaning" feature where, on import,multiple consecutive spaces within a field are reducedto a single space

CN-2117 Change Request CorporateWebAutomated PMRM Expense coding by addingExpenseGL Account codes settings to PMRM sched-ules (under customer and vendor invoice tabs)

CN-2122 Change Request CorporateWebAdded Insurance as a search criteria onOrganizationpage. System now allows a search for organizationswhere "Insurance" starts with…

CN-2125 Change Request CorporateWeb Removed "Simple Customer" export option andmodify

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text to entry for import.

CN-2129 Change Request Customer Portal Provided an option to show duplicate warning onmodel

CN-2137 Change Request SubscriptionReports

To better support subscription reports for large cus-tomers, Customer Group has been added as an initialscope selection parameter to work order and financialreport templates. Allows creation of reports for specificcustomers corresponding to a customer group. Veryuseful for Facility Service Provider clients.

CN-2156 Change Request CorporateWeb Hide the "Enable Voice Alerts" setting

CN-2207 Change Request CorporateWeb Updated CorrigoNet "favicon"

CN-2247 Change Request Administration

Minor Corp Theme/Color Issues:1. Separate color controls for:a. Table Header Backgroundb. Alt Text/Control Box (see attached)2. Allow .png files to be used as logos

CN-2254 Change Request AdministrationChanges made to customer portal logo configurationpages. Simplifies the page and contains upload to animage size that will fit.

CN-2283 Change Request WON

Modify WON translation so that theWork DoneDescription inWorkTrack is copied to both theWorkCompletion comments AND the Invoice Comments inCorrigoNet

CN-2307 Change Request Reports When computing total width of tabular report, includegrouping columns

CN-2361 Change Request Reports Add "Issue to" to the Parts andMaterials Inventory >Transactions report wizard

CN-2397 Change Request CorporateWeb Extend Customer Group import/export to include: Por-tal Theme setting

CN-2407 Change Request CorporateWebRemoveWYSIWYGHTML editor option from Cus-tomer Portal Label Updates as the new portal will notsupport more complex custom layout changes.

CN-2419 Change Request CorporateWebOnCustomer Group Search Page, default selector to"Group Name" starts with… as there is no other option,there is no reason to have to select it every time.

CN-2424 Change Request Customer Portal

On the Service Request Wizard “Last Step”, if therequest is an emergency, disable all radio selectionexcept “I just want the work done” and present an expla-nation.

CN-2427 Change Request CorporateWeb Increase the length of customer special instructions to1024

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JIRA Change Requests & Defects List


CN-2434 Change Request Customer Portal A new customer portal theme setting show/hides the"contact us' link on the home page.

CN-2470 Change Request Customer Portal"Customer" and "Customer Group" grouping labels inthe CP scope selector have been added as themelabels

CN-2475 Change Request Auto-login Support for passing login credentials as part of form +POST request as opposed to only via URL parameters

CN-2476 Change Request Customer Portal Display OnHold/Needs Attention reasons on the cus-tomer portal work order details page

CN-2479 Change Request CorporateWeb Remove the customer portal setting "Backup Phone"

CN-2482 Change Request Customer Portal Hide Passwords on the customer portal preferencespage when they are read-only

CN-2490 Change Request CorporateWebReplace the organization dropdown on the Providerdetails page with a type ahead dropdown, this bettersupports clients with thousands of organizations.

CN-2493 Change Request Visits, Noti-fications

Verification notifications shall not apply to visit workorders

CN-2533 Change Request CorporateWeb Expose Vendor Price List Import/Export inWON mode(previously it was dependent on pre-WON module)

CN-2608 Change Request CorporateWeb Apply auto-routing routine whenWO is assignedOnHold status upon creation

Defect FixesThe following table lists all of the defect fixes that were completed for this release and provides abrief summary of what was done.


CN-1472 Defect CorporateWebFixed: Visits Import: Time values are not correctlytreated - in case of incorrect values errors should beshown.

CN-2091 Defect CorporateWeb Fixed problem with searching for PMRMs containing "+"in Schedule Name

CN-2101 Defect CorporateWeb Fixed: Alerts are not shown in the Communication Log

CN-2165 Defect CorporateWeb Fixed: Work orders with null due date are not shown ontheMass Manage page

CN-2177 Defect CorporateWeb Fixed: Problem with adding a Financial Period when youspecify Start and End Date using Calendar Control

CN-2186 Defect CorporateWeb Fixed: Problems with Specialty Name containing spe-cial chars

CN-2197 Defect CorporateWeb Fixed: Issues in Communication Log onWork Order

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Details Page

CN-2220 Defect CorporateWeb Fixed: Problem with entering too long value into "Con-tact" or "Contact At" fields when creating aWO onCorp

CN-2226 Defect Customer Portal Fixed: HTTPS is not forced for Customer Portal

CN-2233 Defect Customer Portal Fixed: IE 7 Customer Portal: Rating drop-down doesn'tshow all content

CN-2282 Defect Customer Portal Fixed: "Other" task creates a work order with due datebased on 'emergency' priority

CN-2318 Defect CorporateWeb Fixed: PM generated work orders don't include Descrip-tion text in "Work Description"

CN-2410 Defect CorporateWeb Fixed: When a user is assigned to several teams, awrong team is used during auto-assignment

CN-2412 Defect CorporateWeb Fixed: Work Order Import with FireAlert field set to Nostill sends out alerts to assigned users

CN-2430 Defect CorporateWeb

Fixed: When a user changes Weekly PMRM scheduleoccurrence toMonthly via excel import, the systemshould automatically change RecurranceFrequencyfield value to "1"

CN-2437 Defect CorporateWeb Fixed: Problem with uploading Customer Portal Logosof TIF format

CN-2440 Defect CorporateWebFixed: "You cannot APPROVE .... " message is shownif user without sufficient permissions tries to REJECTquote.

CN-2527 Defect Tablet Fixed: A print out is not attached as a separate file inemails sent from Tablet

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Glossary

GLOSSARY

Term Meaning Equivalent Terms

Company Corrigo’s customer using CorrigoNet, who is usually a ServiceRequestor on theWON.

Requestor, Client, Cor-porate User, Back OfficeUser

Contact A Customer end user whomay request service. (often by log-ging in to the Customer Portal)

User, Internal CustomerContact, Tenant Contact,Service Requestor, Cus-tomer Contact

CorrigoNet The application used by Service Requestors to access theWON andmanage their facilities.

WON, Work Track FacilityManagement, FM

CustomerA flexible organization object that typically refers to the entity forwhom work is being done. A Customer only exists within a sin-gle work zone.

Tenant, Store, Location,Restaurant, Building

CustomerGroup A collection of Customers. Customer, Tenant Group,

LeaseGroup

CustomerPortal

Interface that Customer Contacts log in to request and viewwork.

Portal, Tenant Portal, StorePortal

LocationA conceptual object that can be thought of as a contract thatlinks Customers to the buildings, assets, equipment or servicesthat they use andmay request service on.

Site, Space, Unit, Lease,Store

Portfolio A collection of Work Zones- used ameans to rollup/view dataacross multiple work zones

Region, Division, All, Man-agement Area, Man-agement Team, Group

ServiceRequest

A specific type of Work Order initiated by a customer contact,typically generated via the customer/tenant/store portal

Work Order, Request, Serv-ice Order, Ticket

User Someone with login credentials to the system. (not the Portal) Employee User, Tech, Dis-patcher, Admin, Manager

Vendor

An outside resource who is assigned work via theWork OrderNetwork. Vendors can be either connected or non-connected.During the transition to theWON, they were referred to as Serv-ice Providers.

Provider, Service Provider,Subcontractor

WONThe system that connects Service Requestors (entities with aneed to get work done) and service providers (entities that per-form work.)

Work Order Network

WorkOrder

A description of work at a specific location that is assigned to aresource.

Work Ticket, ServiceRequest, WO

Work ZoneA core organizational object in the system that typically refers toa specific address, logical grouping of customers/locations, or ageneral geographic area.

Property, Project, Store,Region/State, Dispatchingoffice, SubDivision

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Corrigo Release Notes 7media.corrigo.com/RelNotes/CN_7_6a/Corrigo_Release_Notes... · 2012. 7....

Documents

Transcript of Corrigo Release Notes 7media.corrigo.com/RelNotes/CN_7_6a/Corrigo_Release_Notes... · 2012. 7....