Technician Web Portal User Guide Feb2011

Miracle Service Technician Web Portal User Guide | 1

Technician Web Portal

User Guide


Miracle Service Technician Web Portal User Guide

Last revised: February 27, 2011

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Table of Contents

TECHNICAN WEB PORTAL USERS GUIDE ....................................................................................................... 4

OVERVIEW ................................................................................................................................................................ 4

PREREQUISITE............................................................................................................................................................ 4

LOGIN SCREEN ......................................................................................................................................................... 4

VIEW ............................................................................................................................................................................ 4

TASK ID .................................................................................................................................................................... 5

COMPANY .................................................................................................................................................................. 6

UNIT ID AND SERIAL NO. .......................................................................................................................................... 6

PRINT TASK TICKET .................................................................................................................................................. 7

UPDATE ....................................................................................................................................................................... 8

TASK UPDATE............................................................................................................................................................ 8

Travel and Labour Time....................................................................................................................................... 9

Resolution Code ................................................................................................................................................... 9

PM Performed ...................................................................................................................................................... 9

Worked Performed ............................................................................................................................................... 9

Next Task Comments .......................................................................................................................................... 10

Add Parts ........................................................................................................................................................... 10

Customer PO ...................................................................................................................................................... 10

Invoice Comments .............................................................................................................................................. 11

Meter Reading .................................................................................................................................................... 11

Expenses ............................................................................................................................................................. 12

Submit Job Update ............................................................................................................................................. 12

Close .................................................................................................................................................................. 13

Task Reschedule ................................................................................................................................................. 13

NEW JOB ................................................................................................................................................................... 14

PARTS ........................................................................................................................................................................ 16

LOGOUT.................................................................................................................................................................... 17

WEB ADMINISTRATOR ........................................................................................................................................ 17

VIEW ....................................................................................................................................................................... 17

REPORTS .................................................................................................................................................................. 17

TECHNICAL SUPPORT ......................................................................................................................................... 18


Technican Web Portal Users Guide

Overview The use and operation of the Technician Web Portal outlined in this document is based on a

standard installation of our Miracle Service software and a typical Microsoft computer system

environment. It is intended as a general guide on how to use the Technician Web Portal

application.

Prerequisite

1) Microsoft Internet Explorer 6.0 or newer.

2) Miracle Service Version 3.2.0 or newer.

Login Screen

The login screen provides the user the ability to enter their security access credentials. This is a

unique User Name and Password that is set-up in Miracle Service. The User Name will show in

clear text, while the Password will be encrypted and will not show the characters you type. Once

you have entered the User name and Password, you can select the “Login” button.

View

The menu options available to the user are: View Open, Update, New Jobs, Parts, View

Completed and Logout. The function and capability of each of these options will be discussed in

detail in the following sections.


You will be presented with a list of outstanding jobs assigned to the user. Note that if the user is

a web administrator, all outstanding jobs will be displayed for viewing.

A summary of the Task Ticket information is presented. The user is presented with the Task ID,

Company, Unit ID, Serial No., Priority, and Scheduled Date and Time. Most of the fields are

hyperlinked to additional information should the user need greater detail about each task.

Task ID

When you select the Task ID (e.g. 30-1) hyperlink from the View Jobs screen, you are presented

with additional Task Details as shown below.

To return to the previous menu use your browser “Back” button or select the “View Open” menu.


Company

When you select the company name (e.g. BK’s Law Office.) hyperlink from the View Jobs

screen, you are presented with additional Company Details as shown below.

To return to the previous menu use

your browser “Back” button or select

the “View” menu item.

Unit ID and Serial No.

When you select either the Serial No. or Unit ID hyperlink from the View Jobs screen, you are

presented with additional Equipment Details as shown below.

To return to the previous menu use

your browser “Back” button or select

the “View” menu item.


Print Task Ticket

When you select the “Print” hyperlink from the View Jobs screen, you are presented with the

Service Call Task Ticket as shown below.

This screen is designed to print out on a standard 8.5” x 11” sheet of paper. To print the form

use your browser Print function. Select File | Print or just click the Printer icon on the menu bar

of the Browser.


Update When you select the Update you are presented with the View Outstanding Jobs listing. This

view is identical to the one under the View menu item. As well the functionality is the same

except for the Task ID hyperlink. When you select the Task ID hyperlink you are brought to a

Task Update Screen.

Task Update

The Task Update screen is used to enter the details to complete the task.


Travel and Labour Time

The remote user can enter their travel and labor start and end times. First click the button to

enter either the travel or labor time.

The easiest way to enter the time is to click the calendar icon beside the field you would like to

update. When you select the calendar icon it will enter the current date and time into the fields.

The user can then select these fields to modify the date or time as required.

Resolution Code

The Resolution Codes drop down menu is populated from the main Miracle Service database.

All of the Resolution Codes created in Miracle Service are available in the Web Portal. As new

codes are added to Miracle Service, the Web Portal will be updated automatically.

The user should select the appropriate resolution code for the Task being updated. It is important

to have clear rules for your technicians to follow to ensure everyone is categorizing resolutions

the same.

PM Performed

The user can check this to indicate that the required PM was performed if a PM action was

required. This will reset the PM clock in Miracle Service.

Worked Performed

The user can add details on the work performed based on your companies mandates.


Next Task Comments

The user can add Next Task Comments to ensure they are captured in the Miracle Service

database. These comments will be retained in the database and will be included on the next Task

Ticket for the service equipment.

Add Parts

The Add Parts button allows the user to add parts to the

job. They can add parts by selecting the “Add Part”

button. Technician can also view which parts are

currently on the order by selecting the “Show Parts” button.

Show Parts

Before you add a part and if you are

unsure if parts are on the Task

Ticket, you should first select the

“Show Parts” to get a list of parts currently on the job.

When you click the Show Parts, you will be presented with a list of parts already added to this

job. Please note that once you add a part to the list, it can only be removed from within the main

Miracle Service application and not through the portal so it is important to check first if you are

unsure.

Add Parts

Once you are satisfied that the part needs to be added you can click the Add Part button. This

will present a parts search window. Enter a part of a Part Description and select search. This

will present a list of all parts containing that search string. The more detailed the Part

Description search string, the small the list. It is best to use a more detailed search if possible.

Select the Item Code

from the list of parts

presented. If your Item

Code is not in the list,

modify your Part

Description and click

‘search’ again.

When you select the correct Item Code, it will open a window to present the parts details. You

will be able to select the warehouse and the quantity used. The price is displayed along with the

information showing if the part is included on the contract. If “Included” is check, this signifies

that the part is included as part of the customers contract. This is a display only field and cannot

be modified. Click ‘Save’ to save this part to the Task Ticket.

Customer PO

The user can enter the Customer PO information if it was provided.


Invoice Comments

The user can enter Invoice Comments. These comments will appear on the Invoice generated by

Miracle Service and sent to the customer. These comments may assist the customer reference

the actual job activity and expedite the payment of the invoice.

Meter Reading

If the equipment is metered

the user should select the

Meter Reading hyperlink to

enter a current meter

reading. If you select the meter reading link and the equipment is not a metered piece of

equipment your will receive a “No records found.” message as indicated.

When you select the Meter Reading link on a piece of equipment that is metered, the “Meter

Readings for Serial Number: #” window will be presented. The user can enter the current meter

readings and then click the calendar icon to input the current date. Once the information is

entered, select “Save Reading”

If the new meter reading is lower than the last reading or if the meter reading date is less than the

last reading date, an error message will be presented and the database will not be updated. You

can re-enter new information and select Save Reading again.


Expenses

If you have set-up Expenses in Miracle Service, you can use the expense area to capture and

record these expenses.

Add Expenses:

To add expenses, click the Add Expense button. This will show you a list of expenses available

to record. Click on either the Expense Type of the Description to add that expense to the Service

Task.

In the Expense screen, you are able to add all of the expense information. You can edit the

Description field, enter a cost and enter a price. If the expense is included in a contract, the

‘Included’ box will be checked. Click ‘Add Expense’ to add the expense item. Then click

‘Save’ to save and close the window.

Delete Expenses:

To delete expenses, select the ‘Delete’ box beside the items you wish to delete. Then click the

‘Delete Expense’ button. This will display the confirmation window asking you to confirm your

intention to delete the expense items.

Submit Job Update

The Job Update is useful to send the information to the Miracle Service database. It is critical to

understand that nothing entered in the Update Task form is saved in the Miracle Service database

until the Submit Job Update is clicked. If you close your Browser before clicking the Submit Job

Update, your entries are lost and must be re-entered.


Close

The Close button performs the same function as the Submit Job Update button with one added

feature. When you select Close you will submit the job details to the Miracle Service database

and you will also send an automatic e-mail to a predefined e-mail address to advise them to close

the task via the main Miracle Service application. In order to close the task the user must enter

the work performed and enter completed labor times. Selecting the Close button will remove the

task from the user’s Outstanding Job list. If the Close button is not selected when the task is

completed, no one will be notified to close the Task Ticket via the main Miracle Service

application and the task will remain in the user’s Outstanding Job List until it is closed.

Task Reschedule

The user can reschedule this job for completion. When you select the Reschedule Task button

you are presented with the Reschedule Task screen. In this screen you can select the Reschedule

Type and enter the Notes, and Parts Needed.

The user can complete the Reschedule Task Details. They can enter the Task Type, Task

Priority, Technician Name, Task Description, Created Time, Scheduled Time, and ETTR

(Estimated Time to Repair).


When you select the Reschedule button the original task is closed and a reschedule task is

opened for the selected technician.

New Job

The New Jobs menu item allows a user to create a new job from the Technician Web Portal.

When a user selects New Job, they are presented with a Customer Search screen. Users can

search by Customer Name, Customer ID, or City. If you enter just a few characters, it will return

a list where those characters match the item in the field. Users then select the company for the

new Job.

The process is supported with a moving progress display (“Required Steps”) that indicates the

user’s process. It indicated the progress when creating a new job.

After selecting the Customer, the next step is selecting the requester and the adding the Job

Description (Problem Description). The user also needs to select the Request Type. The

Request Type is driven from the Miracle Service database so as new Request Types are added

there, they will automatically appear in the Web Portal.


Click Next to move to the Equipment Selection Window.

The Equipment Selection window will list the current equipment that is in the Miracle Service

database. It is currently not possible to add new equipment as many existing customer did not

want to lose control of the types of equipment they serviced.

Click Next to the Add Job Details window.

The Job Details window is used to identify if the equipment is covered by a Service Contract,

and what the Job Priority. The Technician can be selected so the job will be displayed on that

technician portal once this submission is complete. If no Technician is selected, the job will only

display in the office on the Outstanding Tasks screen waiting to be assigned to a technician.

Entering the Estimated Repair Hours will assist the person scheduling tasks to know how much

time to allocate for this job. This avoids having someone double booked. Click Next to move to

the Confirm Request Window.


The Scheduled Date and Time is generated by the system; however, it can now be edited. Please

note that this time is the latest date and time you can respond to the job and be within your

Service Level Agreement if you have one with the customer.

Click next to submit the job. A Job Request Confirmation window will display indicating the

job was logged successfully. This indicated the job was successfully added to the Miracle

Service database and is available for scheduling or display in the associated technician’s web

portal.

Parts The Parts menu item allows a user to submit a request for parts to the company. This action only

generates a simple e-mail to a predefined e-mail and does not integrate the information into

Miracle Service.

The user can Search for the part number

and select the appropriate part. They can

enter the Quantity required and the Date

required.

If the user selects search before entering

any information, they will have

expanded search capability and be able

to search on the Description or the Part

Number.

When the user hits the ‘Send Part


Request’ button, they will receive a confirmation that the Email was sent and confirm the email

address where the request was sent.

This information is not entered into Miracle Service. It is envisioned that when the request is

received by the email recipient, they will order the part and generate an Inventory Transfer to the

requestor from within Miracle Service.

Logout When the user selects the Logout button, they are logged out of the Miracle Service Database.

This will ensure others using the same Browser cannot access the database without sign on

credentials.

Web Administrator A restricted permission level is available that will display all outstanding tasks, assigned or

unassigned, to the user for viewing. If the user does not have the specified permission only the

user’s assigned tasks will be displayed. The web administrator also has the ability to generate

reports. A web administrator does not need to be an active Miracle Service technician. The

permission level is setup in Miracle Service™.

View

The web administrator has the ability to view all outstanding jobs listed in Miracle Service. Note

that updates to a job are not permitted.

Reports

The web administrator has the ability to generate reports within the Web Technician Portal. To

generate the ‘Number of Calls Created By User’ report, select the Reports menu option. You

will be prompted for a date range based on the created date of the job.


Upon selecting the ‘Search’ button, the report will be displayed with the generated data.

Technical Support Users needing assistance with their corporate technician web portal should contact their company

technical support person. This will ensure your company representatives are aware of any

technical issues and can review your internal network before calling Miracle Service Technical

Support. For support in your company you should contact:

Company Technical Contact: _______________________________________

Technical Contact Phone No.: ______________________________________

Technician Web Portal User Guide Feb2011

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