CorrigoNet CorrigoConnect. Pocket PC Client User Guide. Document ID: Corrigo Pocket PC User Guide.doc

Transcription

1 CorrigoNet CorrigoConnect User Guide Document ID: Corrigo Pocket PC User Guide.doc Issue Date: 12/10/2007

2 i This documentation and related computer software program is for the end user's informational purposes only and is subject to change or withdrawal by Corrigo, Inc. at any time. This documentation may not be copied, transferred, reproduced, disclosed or duplicated, in whole or in part, without the prior written consent of Corrigo. This documentation is proprietary information of Corrigo and protected by the copyright laws of the United States and international treaties. To the extent permitted by applicable law, Corrigo provides this documentation as is without warranty of any kind, including without limitation, any implied warranties of merchantability, fitness for a particular purpose or noninfringement. In no event will Corrigo be liable to the end user or any third party for any loss or damage, direct or indirect, from the use of this documentation, including without limitation, lost profits, business interruption, goodwill or lost data, even if Corrigo is expressly advised of such loss or damage. The use of any product referenced in this documentation and this documentation is governed by the end user's applicable license agreement. The manufacturer of this documentation is Corrigo, Inc. Provided with Restricted Rights as set forth in 48 C.F.R. Section , 48 C.F.R. Sections (c)(1) and (2) or DFARS Section (c)(1)(ii) or applicable successor provisions Corrigo, Inc., 9140 SW Pioneer Ct., Ste D, Wilsonville, OR All rights reserved. All product names referenced herein belong to their respective companies.

3 ii Contents Contents...ii Overview...1 System Requirements...1 Installing the Application on the Mobile Device...1 Navigation Controls...2 Accessing the Application...4 Logging In:...4 Changing the URL...5 Logging Off...5 Application Overview...6 Work Order Basics...7 Overview...7 The Main Screen: My Work...8 Viewing Work Order Details...11 Editing the Asset, Task, Disposition, and Description Fields...13 Viewing and Adding Notes...14 Online and Offline Functionality...15 Out of Service Coverage Zone...15 Keeping Up to Date...15 Downloading Work Orders Using the Offline List...16 Work Order s...17 Picking up a Work Order...17 Starting and Pausing a Work Order...18 Alerts...23 Work Order Advanced...25 Splitting Time...25 Completing Punch Lists...25 GPS for Java Module...26 Creating Work Orders in the Field...27 Create a Service Request...27 Creating a Basic Work Order...30

4 iii Copy WO...32 Capturing Signatures...34 Manager View and Unassigned List...36 Overview...36 By Status Work Orders...37 Workload...38 Unassigned Work Orders...40 Changing Scope...41 Filtering Your Lists...42 Assigning and Reassigning Work Orders...45 Troubleshooting...46 Mobile Device Does Not Work...46 User ID or Password is Rejected...46 Technical Support...46 Copyright 2007 UGL Unicco

5 Page 1 Overview This guide explains how to use the Windows Mobile Pocket PC client for the Corrigo application. A standard PDA-style handset is used in the examples and is referred to as the mobile device throughout this guide. Your application interface may vary slightly from the examples. The following assumptions apply to the use of this guide: You have Internet access on your mobile device. You have a valid URL, user ID, and password for CorrigoNet/CorrigoConnect. You have already configured CorrigoNet/CorrigoConnect with the appropriate data for your business, including all required customer and task information. You have assigned valid user ID and passwords to your service technicians and registered them in the system. System Requirements Primary hardware requirement: Contact Corrigo Support for an up-to-date list of recommended and supported devices. Additional requirements: Windows Mobile 5 Phone Edition 320x240 (QVGA) screen Expected free RAM: 10 MB Installing the Application on the Mobile Device To install the Corrigo application on your Pocket PC device, please contact your Corrigo account manager or Corrigo Support.

6 Page 2 Navigation Controls Before you begin using the Corrigo Pocket PC application, you need a basic familiarity with the particular Pocket PC device you are using. Devices come in very different sizes and shapes, and their keypads vary in features and functionality, from full Qwerty-style keyboards to almost no keys at all. With any Pocket PC device, navigation and operational controls are integrated into the screen, which can be tapped with a stylus just as you would click with a mouse. There are also left and right soft keys that activate the two menus usually present along the bottom of the screen itself. If there is no alphabetic keypad, an on-screen keyboard can be opened by tapping the keyboard icon ( ). See your mobile device s manual for more detailed instructions on using the device.

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8 Page 4 Accessing the Application Logging In: Follow these steps to log into the system: 1. Turn on the power on your mobile device. 2. Tap the Start button. Select Corrigo Mobile from the menu, or tap Programs and select the Corrigo Mobile icon from the Programs folder. 3. The Corrigo Mobile Login screen opens. Type in your User ID, Password, and Company name, and then select Login. Note: The system administrator sets your user ID and password. If you do not know your user ID or password, please contact your system administrator. You have 3 attempts to log in. If you enter the wrong ID or password, you will see a message saying that you have failed to log in. If you fail to log in after 3 attempts, a message informs you that the third attempt has failed and asks if you would like to edit the root path. Changing this path may lead to an inability to access the application. Please change the root path only if instructed to do so by your Corrigo account representative. 4. The login process may take a few moments, after which the main My Work screen opens.

9 Page 5 Changing the URL To access the Corrigo application, your device must be pointing to the correct application instance for your organization. If for any reason the instance being referenced is not the correct one, you can edit the URL to reference the correct CorrigoNet/CorrigoConnect application instance. You can edit the URL during log in from the Login page or after logging in from the Main menu. To edit the URL from the Login Page: 5. Tap the Menu option and select Network settings. The URL page opens. Type a new URL in the Service address field. If proxy settings are necessary, consult with a Corrigo deployment specialist. 6. Tap OK. Logging Off You can log off from most screens by tapping the Menu option and selecting Exit.

10 Page 6 Application Overview When they log in, users are taken to a My Work screen. From here, they can drill down into work order lists with previews, and further into actual work order details. Depending on the how their system is configured and their own permissions in that system, users may also have access to such features as Manager View, the Unassigned List, and Find WO.

11 Page 7 Work Order Basics Overview Work orders are created on the web in CorrigoNet/CorrigoConnect from the PC desktop or from the mobile device. They are generated in response to service requests from customers and from criteria for preventive and routine maintenance entered in the system. When a dispatcher creates a new work order through the PC desktop, details pertaining to the customer, location, and the work that needs to be done are captured. The following figure shows the Work Order Details page that contains this information. Each work order is assigned to a service technician. The technician is then able to retrieve his or her work orders on a mobile device and view all of the pertinent information regarding the asset requiring work and the work that must be done. Service personnel with valid user ID and password can access all work orders assigned to them immediately after they have been created in the system. They can then perform their work, mark their progress, and complete work orders without ever having to touch a paper work order or travel to an office. Some technicians may also have the ability to create and assign new work orders on their devices. Those with supervisory duties may receive access to a set of features known as Manager View. These features allow them to assess team workloads, assign and reassign work orders, monitor progress on various kinds of work orders, and so forth. These will be described in a later section.

12 Page 8 The Main Screen: My Work After logging in, all Pocket PC users will first see a My Work screen. This screen displays a summary list of work orders that are assigned to the logged-in user. Work Order statuses are displayed as menu items, followed by the number of Work Orders fitting that description. In My Work, you can view and access only new and open work orders that have been assigned to you. Work orders assigned to other technicians are not accessible. Note: If you are outside of the service coverage area, you might not see your most current list. For more information, see Online and Offline Functionality below. The categories of Work Orders found in My Work are nonexclusive. This means that if an emergency work order has a status of new, it will show up in the counts for both Emergency and New. Tapping on the category takes you to a list of work orders filtered by the appropriate category.

13 Page 9 This table describes the categories of work that can be found on the My Work screen. My Work Menu Item Description Selecting this will: Emergency New Level 1 priority work orders. These work orders are usually required to be picked up and completed in less time than priority 2 or 3. Work orders assigned to the user, but not yet picked up. Display a list of work orders with the priority: Emergency. This list is non-exclusive, meaning that the same work order will appear in other lists (such as New). Take the user to a list of New work orders. Open PM/RM Need Attn On-Hold Completed Requests Work orders assigned to the user which have been picked up. Preventive or routine maintenance (also called scheduled maintenance) work orders that have been assigned to the user. Work orders that have been placed on Needs Attention. Work orders that the user has placed On-Hold List of work orders that have been completed in the past 24 hours. Work order type where a customer has requested work. Take the user to a list of all open work orders. This includes the statuses: Open, Open: In Progress and Open: Paused Take the user to a list of assigned preventive maintenance work orders. Take the user to a list of work orders that have been flagged in the system. Take the user to the list of work orders that were placed On-Hold by the user. Take the user to a list of work orders he/she has completed in the past 24 hours. Take the user to a non-exclusive list of service requests.

14 Page 10 To view work orders in My Work: 7. From the My Work screen, tap the status line of the work orders you want to view. A screen of those work order opens. 8. Highlighting any line will give a preview of the work order details below the list. 9. When you find the work order you want to open, tap the number to open the detail screen for that work order.

15 Page 11 Viewing Work Order Details The work order on your mobile device contains a subset of the information from the whole work order details seen in the web interface. Some information is truncated to fit the mobile device s smaller display area. On the Pocket PC, some details are filed under tabs arranged along the bottom of the screen.

16 Page 12 Here is a list of the information included in your work order details page. Work Order Field Work Order Number Status Type Customer Contact Contact At Address Disposition Items Asset Task Description Access / Appointment Scheduled Start Due By Priority Invoice Description Found on the top bar. Identifier assigned to the work order when created Next to WO#. Current status of the work order (New, Open, In Progress, etc) The type assigned to categorize this work order (Basic, Request, PM/RM) Name of customer Name of requestor Phone or contact information for requestor Street address where problem exists/service is needed Disposition of the line item (used mostly in Work Plan functionality) Only on multi- item work orders. Indicates the number of assets and tasks that are listed in the work order, and which may be viewed in full under the Items tab at the bottom of the screen. In multi- item work orders you will not see Asset, Task, or Description fields in the Work Order Details screen Physical article that needs work or the appropriate service for doing the work The work that needs to be done Additional text explaining the work to be done Gives the type of access (Not Applicable, PTE, Call First, or Appointment) Time work is scheduled to begin (appointment time, if applicable) Date and time by which the work is required to be completed Three levels of priority (typically Emergency, Regular, and Low) Indicates amount to be billed if work order is billable

17 Page 13 The number of tabs will vary depending on what fields exist in the work order. Work Order Tab Summary Costs Custom Fields Notes Items (if multi-item) Punch List (if attached) Description Displays basic work order details described above. Records labor and material costs. Displays all special fields created for work orders. When a custom field has any content, that field will display in the work order summary. Displays any notes that were attached when the work order was created. You can also add notes to this field from the mobile device. Displays asset, task, and description information for each item. Displays checklists of steps to accomplish a task. Editing the Asset, Task, Disposition, and Description Fields The description of the work to be done is truncated on the work order details page. You can view the full description by accessing the description page. 1. Follow the procedure above for viewing work order details. 2. On the work order details screen, tap on the Asset, Task, or Description link (they all lead to the same screen). A detail screen opens. 3. You can edit the following fields: Asset: tap the underlined term in the Asset field Task: tap the underlined term in the Task field Disposition: tap the drop-down arrow and select the disposition Description: tap in the text field and type

18 Page Tap the individual item line to view the Asset, Task, Disposition, and Description details. 5. To change the disposition of the item, tap the underlined text in the Disposition field and select highlight the disposition you want, and. Any item may be edited by tapping the underlined text. 6. When you are finished, tap Save to return to the work order details. Viewing and Adding Notes If there are notes attached to a work order, you can view them on your mobile device. 1. From a Work Order details screen, tap the Notes tab to access the Notes screen. 2. If there are notes from more than one user, highlight the name to read that user s note. 3. To make a note with your own name attached, tab Add Note. A blank field opens labeled with text indicating the date and your name. When you are finished, tap Save.

19 Page 15 Online and Offline Functionality The act of viewing a work order, as described in the previous procedure, effectively downloads the work order to the mobile device. (You can also download multiple work orders using the Offline List, as described in the next section.) This means that the work order is now stored on your mobile device. If you travel out of your service area, the work order remains on the mobile device, and you can proceed through the process of completing the work order offline just as you normally would. You can download and store all the work orders you need and access them through the My Work list. If you change the status of the work order offline, the new status information is automatically uploaded to the database as soon as service is reestablished and you are back online. Important: If you travel outside of your service area or service is otherwise interrupted, you will be unable to download or upload information until service is reestablished. Therefore, it is important that you download the work orders you need while you have service coverage. Out of Service Coverage Zone When you are out of your service coverage zone, a warning message displays. If you are out of the coverage zone, you can continue to do the following to work orders you have downloaded to your device, either by opening the details screen or storing in your mobile device s memory (using the Offline List): View work order details Pick up work orders Start work orders Pause work orders Complete work orders Create new work orders You must be in the service coverage area for activities that require a connection to the server such as: Logging in Receiving new work through My Work or Unassigned Viewing customer details Adding materials Reassigning work orders Using Manager View and Workload Using Find WO Keeping Up to Date The information you see on your mobile device is updated automatically whenever you are in a service coverage area. Any changes you make to a work order are uploaded to the server, and any changes made by others are downloaded to your mobile device. However, keep in mind that if you are out of your service coverage area and you make changes to a work order that you have previously downloaded into your phone s memory, it is possible for someone else to make changes to that work order on the server at the same time. In such a case, your changes may be lost when you reenter your service coverage area.

20 Page 16 Downloading Work Orders Using the Offline List You can download multiple work orders and store them in memory, so that you can work with them even if you travel out of your service coverage area. In this way, you can download in the morning all of the work orders you will need for the day. Even if you re out of coverage, you can still pick up, start, and complete your work orders. Note: Other services of the mobile device (for example, phone and SMS messages) will be locked while the data connection is open. You will be unable to receive incoming calls when sending/receiving data. To download multiple work orders using the Offline List: 1. From My Work, tap Menu, then Options, then Offline List. The Offline List screen opens. 2. Select the work orders you want to download by doing one of the following: Or: Tap the empty checkbox beside the work order you want to download, placing a check mark in the box. You may also remove a work order from the Offline list by tapping a checked box to clear it. Tap Menu to access automatic selection choices: o To download all work orders, choose Select All o To clear all check marks, tap Unselect All o Tap Select Emergency to check all Emergency work orders o Tap Select New to check all work orders of status New o Tap Select New to check all work orders of status Open (includes In Progress and Paused) 3. Tap Menu and choose Save. The checked work orders are saved in the mobile device s memory, and you are returned to the My Work screen. Note: Opening the work order details of an Emergency work order will automatically download the work order to your device.

21 Page 17 Work Order s Picking up a Work Order You pick up a work order when you are ready to take responsibility for that work order. When work order is picked up, the status of work order changes to Open. 1. From My Work, tap New to open the list of New work orders. 2. Tap the work order number you want to pick up. The work order details page opens. 3. Tap Menu, choose s, and select Pick Up. If you are also ready to begin work on the work order (see the following section), you may select Pick Up and Start instead. 4. Highlight Pickup (if it is not already). Choose Pickup and Start if you are also ready to begin work. 5. You are returned to the work order details, and the status is now Open (or Open: In Progress if you also started it). The new status will be visible to anyone accessing this work order through the desktop, as well, as soon as the new status is uploaded. Data is automatically uploaded from the mobile device periodically.

22 Page 18 Starting and Pausing a Work Order When you start a work order, its status changes to Open: In Progress. Start an Open work order when you are ready to begin accruing time against the work order. 1. Follow the steps for picking up a work order. The work order should have the status Open. 2. Tap Menu, select s, and choose Start. 3. You may be prompted to select a labor code. Tap the line of the appropriate labor code for the work you are starting. 4. You are returned to the work order details. The work order status is now Open: In Progress. To Pause an In Progress Work Order: 1. From the work order details of an Open: In Progress work order, tap Menu, s, and Pause. A screen opens showing the amount of time spent on the task so far and asking if you want to review the labor records for the work order. 2. Do one of the following: Highlight No and tap Select. You are returned to the work order details, and the work order status is now Open: Paused. Or: Highlight Yes and tap Select. A screen opens showing the amount of time logged per labor code for this work order. To edit: a. Tap Menu, Add, and New Labor. The Add Labor screen opens.

23 Page 19 b. Type over the Start Date text to change the date, or tap the drop-down arrow to open a calendar. Type in the hours and minutes, and the select a labor code from the drop-down list. c. Tap Save. d. Repeat these steps to edit other labor records. e. When you have finished, tap Back to return to the work order details. Completing a Work Order (and Adding Repair Code and Costs) 1. Follow the procedure for picking up and starting a work order. Its status should be Open: In Progress. 2. Tap Menu, s, and then Complete. The Completion screen opens. Note: A warning screen will open if there is an incomplete Punch List attached to the work order. See Completing Punch Lists below for viewing and completing these. Depending on you workflow settings for this work zone, you may or may not be able to complete a work order with an incomplete Punch List. 3. To enter a repair code for the work you performed, tap <Select Repair Code>. The Select Repair Category screen opens.

24 Page 20 Note: The Repair Code reflects the work actually performed, which may or may not be the same as the task or problem cited in the work order. For example, if Air conditioning not working is cited in the work order, the Repair Code might be Replaced fan in HVAC unit, Reset thermostat, or Refilled refrigerant. Depending on your workflow settings, adding a repair category and code may be optional or required in order to complete a work order. a. Select the correct repair category for the work performed. The Repair Code screen opens. b. Select the most appropriate code for the work performed. The completion screen reopens with the repair category and code field filled in. 4. To review labor time and codes, tap the underlined time in the Labor field. The Labor screen opens. If the time and labor codes are correct, tap Back to return to the Completion screen. Otherwise, tap Menu, then Add, then New Labor. The Add Labor Record screen opens. a. If necessary, adjust the Start Date and time by overtyping, or tap the drop-down arrow to pull up a calendar and tap on the appropriate date. b. Tap the arrow in the Labor code field and select a labor code from the drop-down menu. c. Type in the number of hours and minutes for this labor category. d. Tap Save. Repeat for any additional labor categories, and then tap Back to return to the Completion screen. 5. To enter materials, tap the underlined number beside the Materials field. You now have the option of adding any of three categories of material costs: Materials, Spot Purchase, or Miscellaneous. Note: There are three kinds of material costs tracked in the Corrigo system: Materials: Parts and materials tracked in a special inventory system. If your system is using this optional Corrigo module, you will enter these material costs by searching for them in your inventory. Spot Purchases: parts and materials not in the inventory system. These are entered individually. Miscellaneous: Any other costs associated with the work order. To add materials: a. Tap Menu, Add, and then New Material. The Add New Material screen opens. b. Tap the <Select material> link. The Partial search screen opens. c. Enter a few letters of the material or part name, as list in inventory, or the manufacturer s name.

25 Page 21 d. If the search returned the correct item, tap it; otherwise, repeat the search. e. If necessary, select the inventory location. f. Adjust the material or part quantity used, and tap Save. g. To add more materials, tap Menu, Add, New Materials and repeat the steps above. When you are finished, tap Back to return to the Completion screen. To add spot purchases: a. Tap Menu, Add, and then Spot Purchases. The Add Spot Purchases screen opens. To add miscellaneous materials: b. Type in the item purchased and the price. Use the up and down arrows to enter the quantity. c. Tap Save. a. Choose Add, then Miscellaneous from the Menu. The Add Miscellaneous screen opens. b. Type in the cost item and its price. c. Tap Save. Tip: If you need to delete a cost item, highlight the item, tap Menu, and choose Delete.

26 Page Add any comments on Completion by tapping in the Comments field and typing. 7. When you are done adding costs and comments, tap Submit. The work order details screen reopens with the status of Completed. Tip: If you need to add costs to a work order after completion, simply tap the Costs tab, then tap Menu, Add, and one of New Labor, New Material, New Purchase, or New Miscellaneous. Using Find WO Find Work Orders offers a broad search across all work orders in which the user has an association, whether by team or property access. It gives managers or technicians a chance to find a work order without using the usual criteria of property, portfolio, or team. Find WO searches all work orders in the system, of any status including completed and cancelled. It uses three fields: Work Order Number, Customer, and Requestor (Contact). There are no scope selectors for Find WO and no secondary filter criteria beyond the three in the Find WO screen.

27 Page 23 To use Find WO to locate a work order in the system: 1. From the My Work screen, tap Menu and choose Find WO. The Find WO screen opens. 2. Enter any part of a work order number (including work zone code), customer name, or contact name, and tap Find. 3. More than 30 results will open a too many items screen. Tap OK to return to the same Find WO screen to narrow the search. To clear all fields, tap Menu and select New Search. 4. A search returning less than 30 items opens a list of work orders fitting the chosen criteria. Highlight a work order number to preview its details. You can drill down to the work order details by double-tapping any work order number. Alerts Alert notifications can be sent to you on your mobile device for a variety of to work order-related events: when a new work order is assigned to you, when one is cancelled, when an appointment changes, when a dependency is cleared, when a work order is approaching overdue, and so forth. The alert contains the work order number and type of alert, who it is assigned to, the task, location, and contact, and other details. When you receive an alert, an alert box opens on your screen for a few moments. Tap Dismiss to remove the alert, or View Details to go to the relevant work order details screen; both these actions remove the alert itself from your device.

28 Page 24 If instead you take no action, the alert box will disappear in about 15 seconds, but the alert will remain on your device. A lighting bolt icon in the top header of your screen indicates the presence of one alert. If you have two or more alerts, this icon becomes a balloon. Tapping on the balloon will open a row of lightning bolts representing the number of alerts you have. To open an alert: 1. Tap on the lightning bolt in the header, or tap on the balloon, and then tap on one of the lightning bolts in the row below. An alert opens on you screen. 2. To view the alert s work order details, tap View details or the underlined work order number. The work order details opens, and the alert is deleted from your mobile device.

29 Page To return to your previous screen without deleting the alert, tap Hide. You can reopen the alert any time by tapping the lighting bolt. 4. To dismiss an alert and delete it from your device, tap a Close button if available, or open the work order details. Work Order Advanced Splitting Time While working on a work order, you can split the time logged on the job between different labor codes. For example, if you start work on the task using standard time, and you have crossed into over time, you can change the labor code so that the time that continues to accumulate is now logged as over time. Note: You must have turned on the option to require Labor Codes when submitting time in order to split time on a work order. 1. From the details screen of an Open: In Progress work order, tap Menu, s, and then Split Time. The Select Labor Code screen opens. 2. Tap the labor code you want to start logging time for. 3. You are returned to the work order details, and time is now being logged for the newly selected labor code. Completing Punch Lists 1. In the details screen of an Open: In Progress work order, tap the Punch List tab (you may need to use the tab arrows to see this tab). The Punch List screen opens.

30 Page Tap the punch list item to view its details. As you complete each step of the punch list, tap the checkbox to fill it. 3. To add an exception note for a step, tap the down arrow and pick a reason the step cannot be completed from the drop-down list. 4. When you have finished with the punch list, tap the Summary tab to return to the work order details. You may need to check all the boxes, including those with exception notes, in order to complete the associated work order. GPS for Java Module The Corrigo GPS Module, working with your Pocket PC device and a separate GPS receiver, can track your current location and location history and transmit this information back to the dispatcher. Position information is automatically sent from the GPS device to your mobile device, and then on to the Corrigo servers at preset time and distance intervals. To use the GPS feature, you must: Have the Corrigo GPS module enabled in your Corrigo system. Check with your system administrator to verify this. Have a Bluetooth-enabled GPS receiver or a Pocket PC device with a built-in GPS receiver. Pair your Pocket PC device with the GPS (if the receiver is a separate unit). You should consult your device instructions for this procedure. Typically, the procedure requires opening Settings from the Start Menu, tapping the Connections tab, and choosing Bluetooth.

31 Page 27 To check GPS Status: 1. From the My Work screen, tap Menu, Options, and Settings. On the following screen, tap the GPS tab at the bottom. The GPS screen opens. 2. If GPS is operational, the screen will have data about the most recent location fix transmitted from your device. Creating Work Orders in the Field Users can create both service requests and basic work orders in the field. Both processes use a step-bystep wizard that guides users through the process. Create a Service Request There are times when the technician runs into a customer in the field. The customer places a service request directly with the technician and request needs to be created. 1. From the My Work screen, tap Menu and select New WO. 2. If the New WO type is not already Request (or a comparable term), change it by tapping the underlined type, then selecting Request from the drop-down list.

32 Page Tap the Team link to open a list of teams. Highlight the appropriate team and tap Select. 4. Tap Work zone, then select the appropriate work zone. (If the team selected in 3 is assigned to only one work zone, that work zone will automatically populate.) 5. Tap Customer to select from a list of that work zone s customers and select a name. The customer name and primary contact information will appear on the screen. Note: If the list of customers in the work zone is too long to display, a Select Customer filter will open. Type in a few letters of the customer name and tap Search, then highlight the name from the list and tap Select. 6. If the contact you want on the service request differs from the primary contact that automatically populated in the work order, or if you want to change the contact information, tap the contact name. A screen opens with all the contact names listed for that customer. You can either: Tap one of the contact names, or Tap Menu and choose Edit manually. A screen opens with the contact name and contact information in editable fields. Overtype the correct information into the fields and tap Save. 7. By default the customer s unit location opens. If service is required outside the customer s unit, tap Menu and then Up to move up the asset tree. Otherwise, tap Asset to open the Select Asset screen. 8. Highlight the asset. If you want to drill down to an asset within that asset (e.g., a sink inside a bathroom), tap Menu and choose Down. Repeat drilling down until you reach the specific asset you want, then tap Select. If you want to move up the asset hierarchy from an asset, tap Menu and choose Up. If there are too many assets to list, a search screen will ask you to narrow the search. Type in a few letters of the asset you want and tap Search.

33 Page Tap Task to open the Select Task screen. Highlight the task you want and tap Select. (Note: All the tasks from your model will be included in this list; not just the symptoms.) 10. To add further information on the task or asset, select Description. In the new screen that opens, type the text, then tap Save. 11. Select the access type from the Access/Appt drop-down menu. For PTE, Call First, or N/A, continues to For Appointments, a Scheduled fields appears. Tap the drop-down arrow to open a calendar and select a day, or overtype the existing date and time. 13. When you are finished entering all information, tap the Create button. A new work order is generated, with a provisional work order number. 14. To generate a valid work order number and send it into the Corrigo system, you must be online. Tap Menu, select Tools, and choose Update.

34 Page 30 Note: A new Work Order created on your mobile device is assigned to you by default. If you want to assign it to another technician, tap Menu, s, and Reassign, then choose a new technician. Creating a Basic Work Order There are times when work is completed in the field without a prior work order, as when a technician spots an unexpected problem or potential problem. If that work does not have a customer, a basic work order should be created on the mobile device. To create a basic work order: 1. From the My Work screen, tap Menu and select New WO. 2. If the New WO type is not already Basic (or a comparable term), change it by tapping the underlined type, then selecting Basic from the drop-down list. 3. Tap the Team link to open a list of teams. Highlight the appropriate team and tap Select. 4. Tap Work zone, then select the appropriate work zone. (If the team selected in 3 is assigned to only one work zone, that work zone will automatically populate.) 5. Tap Asset to open the Select Asset screen. If you see the asset you want, highlight it and tap Select. If you want to drill down to an asset within that asset (e.g., a sink inside a bathroom), highlight the asset, tap Menu, and choose Down. Repeat drilling down until you reach the specific asset you want, then tap Select.

35 Page 31 If you want to move up the asset hierarchy from an asset, tap Menu and choose Up. If there are too many assets to list, a search screen will ask you to narrow the search. Type in a few letters of the location you want and tap Search. 6. Tap Task to open the Select Task screen. Highlight the task you want and tap Select. 7. To add further information on the task or asset, select Description. In the new screen that opens, type the text, then tap Save. 8. Select the access type from the Access/Appt drop-down menu. Because they have no customer, basic work orders are typically Not Applicable, but all access types are available. If you need to make an appointment, follow the steps in Creating a Service Request above.

36 Page When you are finished entering all information, tap the Create button. A new work order is generated, with a provisional work order number. 10. To generate a valid work order number and send it into the Corrigo system, you must be online. Tap Menu, select Tools, and choose Update. Note: A new Work Order created on your mobile device is assigned to you by default. If you want to assign it to another technician, see Assigning and Reassigning Work Orders below. Copy WO Copy WO offers a shortcut to creating new work orders. When you want to create a work order with any of the property, location, customer, or asset details already in an existing order, you can use Copy WO to avoid re-entering that information. Note: Copy WO on the mobile device does not copy Custom fields to the new work order. You can make four kinds of copies: Full copy - This option copies the work zone, unit location, customer and contact name, asset, and task. To change the asset or task, edit the work order after copying. Location copy - This option copies the work zone and unit location. By default, the unit location will become the asset. Customer and location copy - This option copies the work zone, unit location, customer name, and primary contact. By default, the unit location will become the asset. Property only copy - This option copies the work zone only. The work zone will become the asset Note: To create a work order for an asset within the same unit, it is generally easiest to use Full copy, and then edit the asset and task. To create a work order for an asset outside the unit, use Property only copy, then edit the asset and task as needed.

37 Page 33 To copy a work order: 1. From the work order details screen, tap Menu, Tools, Copy WO, and then the kind of copy you wish to make. A New Work Order wizard screen opens. 2. Tap on the Enter Description link. On the Description screen, enter the Description and tap Save. 3. Use the drop-down list to fill the Access/Appt field and tap Next. If you chose Appointment, select a Scheduled time, by overtyping or tapping the down arrow to bring up a popup calendar. 4. Tap Next. An Offline WO screen opens with a provisional work order number. The description may populate both Task and Desc fields until the work order is refreshed. 5. Tap Menu and Refresh. The work order reopens with a work order number and the Asset and Task fields populated with defaults dependant on the type of copy. 6. To edit the Asset or Task, tap on either Asset or Task fields to open the Task Details screen.

38 Page To change the asset, tap on the linked asset term. A screen of assets in that level of the asset hierarchy will open, or a search screen prompting you to narrow your search. 8. Use the Menu commands (Up, Down, and Select) to move up the hierarchy, drill down to a more specific asset, or select the correct asset. 9. When you have selected the correct asset, tap the Task field. Choose a task from the screen of tasks, then tap Save. Note: You will not be able to refresh the work order or change the asset and task if you are out of wireless coverage. Capturing Signatures Pocket PC offers the ability to record signatures and attach them to completed work orders. Technicians in the field can secure customer approvals without having to print duplicate copies of work orders. To record a signature for a completed work order: 1. Navigate to the work order details of a completed work order. 2. Review with the customer the details of the work performed as recorded in the work order, including labor and material costs. 3. Tap Menu, then Tools, then Capture Signature. A signature field opens at the bottom of the screen.

39 Page Instruct the customer to first tap the I accept this statement of work to fill the checkbox, then to sign on the signature line with the stylus. If the customer wants to redo the signature, tap Menu, and then Clear. 5. When the customer has finished, tap Accept. The signature is now attached to the work order. To view the signature in the corporate web interface: 1. Navigate to the Work Order Details page of the relevant work order. 2. At the bottom of the page, click the Attachments tab. If necessary, click the Work Order Documents sub-tab. The signature will be listed under Work Order Documents, with the name Signature followed by the year, month, day, and time. For instance, Signature refers to a signature captured on June 12, 2006, at 10:59 am. 3. To view, print, or save the basic work order details with the signature, click the underlined signature link. A bitmap image will open in the default image viewing program on that computer.

40 Page 36 Manager View and Unassigned List Overview From the My Work screen, a GoTo menu gives access to two features: Manager View and the Unassigned List. The Unassigned List offers a summary of all unassigned work orders for a particular scope. Permission to view this list may be restricted to field managers, or may be opened to all technicians. Manager View offers a set of functions that allows supervisors to make and execute basic work order assignment decisions in the field. These features allow field managers to analyze workloads across multiple teams and monitor the status of work orders by team, property, or portfolio. Mobile managers can also assign, unassign and reassign work orders. There are two basic screens accessible from Manager View: By Status Work Orders Workload Note: You must be in service coverage and online to use most Manager View functions.

41 Page 37 By Status Work Orders Work Orders By Status gives field managers a status report on all active or recently active work orders across four different scopes: My Teams (shows all the work orders for all teams of which the user is a member) Team (shows the work orders for a particular team) Property (shows all the work orders for a particular property) Portfolio (shows work orders for all the properties in a portfolio) To view By Status Work Orders: 1. From My Work, tap GoTo, then Manager View. A By Status Work Order screen opens. 2. The By Status summary list of work orders opens. The list s scope will appear at the top of the list, indicating whether the list shows work orders relevant to a specific property, a portfolio, a specific team, or to all teams of which you are a member (My Teams). To change this scope setting, see Changing Scope below. The list shows work orders by six different statuses: Need Attention, New, Open, Completed, Cancelled today, and On-Hold. The numbers in parentheses represent overdue work orders. 3. Tap a status line to view work orders of that particular status. If there are more than 30 work orders of that status, you will be prompted to filter your list (see Filtering Your Lists below). Otherwise, a list of work orders of the chosen status opens. For lists of New, Open, and Needs Attention work orders, the list indicates the work order number, the due date, and the primary assigned technician. For lists of Completed, Cancelled, or On-Hold work orders, the list shows only work order number and assigned technician. Lists of active work orders are sorted by due date.

42 Page Selected details of the highlighted work order are previewed in the lower part of the screen. To view the full work order details, tap the work order number. For a full description of the fields shown in each list, see the table below. List Name List Shows Preview Need Attention New Work order number, due date, primary assigned technician Work order number, due date, primary assigned technician Needs Attention reason, property name, work description Property name, work description Open Work order number, due date, primary assigned technician Property name, work description Completed Cancelled Today On-Hold Work order number, due date, primary assigned technician Work order number, due date, primary assigned technician Work order number, due date, primary assigned technician Repair code and category, property name, work description Cancelled reason, property name, work description On-hold reason, property name, work description Workload The Workload screen gives field managers an overview of work orders assigned to various team members. To use Workload: 1. From the main By Status Work Order screen in Manager View, tap Menu and select Workload. The Workload screen appears, showing the number of active work orders for your technicians according to the last-used scope.

43 Page The list of technicians reflects the scope listed at the top, which will be either a particular team or My Teams (all teams of which you are a member). To see work orders for a different list of technicians, see Changing Scope below. 3. If your search returns more than 30 team members, you will be prompted to narrow the results by using the filter. You may also use the filter without prompting in order to refine your list a. If the Edit Search screen did not open, access it by tapping the underlined Workload link at the top of the screen. b. Tap to fill either the Greater than or Less than radio button, and then type in a threshold number in the Count field. c. To further refine the search, tap the underlined Workload link again to reopen the Edit Search screen. 4. To view more details about a technician s work orders, simply tap the tech s name to open a list of work orders. Work orders may be reassigned from this list as well through the Menu.

44 Page 40 Unassigned Work Orders The Unassigned list gives field managers and technicians an overview of work orders requiring assignment. Managers can quickly assign work orders from this list using the Assign function (see Assigning and Reassigning Work Orders below). Access to this list may also be granted to technicians who are prepared to review and assign themselves work orders from the list by picking them up. To view unassigned work orders for your team or teams: 1. From My Work, tap GoTo and select Unassigned. 2. A list of unassigned work orders for the defined scope opens, showing work order number and due date in ascending order. If there are more than 30 unassigned work orders in the selected scope, you will be prompted to use a filter (see Filtering Your Lists below). 3. Highlighting any work order number will preview its details at the bottom of the screen. To view work order details, tap the work order number. 4. From the Unassigned list, users can also highlight a work order number and use the Menu to pick up work orders for themselves or to assign them to other technicians.

45 Page 41 Changing Scope Changing scope allows users to select a focus for their lists. In Work Orders By Status and the Unassigned lists, scopes can be changed to create lists of work orders relevant to a particular property, portfolio, or team, or all teams of which the user is a member (My Teams). In Workload lists, scope options are limited to Teams and My Teams. Tip: The Manager View, Workload, and Unassigned lists inherit the scope you last used in another list. The Unassigned and Workload screens will not offer you the option of changing scopes until you create a valid list, through the filter if necessary, whereas the Manager View will always generate a valid list since the number of statuses is fixed. If you have a lot of technicians or unassigned work orders, and want to change scope without using the filters, change the scope first in Manager View, then return to Workload or Unassigned, and the new scope will follow. To change the scope of a list: 1. From anywhere in a list screen, tap the underlined link in the scope selector. 2. On the drop-down menu, choose a criterion for your scope. For all choices except My Teams, a submenu will then give you a choice between a recently selected setting or Choose 3. To search for a team, property, or portfolio not listed in the submenu, tap the Choose option. The Select Team, Select Portfolio, or Select Property screen opens. 4. Type in a few letters of the name of the team, property, or portfolio and tap Search. (The search will return teams, properties, or portfolios containing the string of letters or numbers anywhere in their names.) 5. Highlight the property, team, or portfolio you want and tap Select.

46 Page The original screen will open with the new Scope indicated just below the header. Filtering Your Lists Some lists can be very long, hindering navigation and requiring lengthy download times. For this reason, Corrigo Mobile Windows limits list results to 30 items, and prompts you to use special filters to narrow your results when this limit is exceeded.

47 Page 43 The filters are also available by choice through the Search By menu item. To access the filter, tap the list name just below the scope. The filters available vary according to the list to be filtered (see table below). List Unassigned Status: Open Status: On-hold Status: Need Attention Status: New Status: Completed Today Status: Cancelled Today Workload Filters / Search By Due Date, Created Date, Specialty, Priority Due Date, Created Date, Specialty, Priority, Employee On-hold () Date, Reason, Employee Due Date, Created Date, Priority, Reason Due Date, Created Date, Priority, Specialty Employee Reason, Employee Less Than / Greater Than (Number of WOs)

48 Page 44 To set the Edit Search criteria: 1. From the Edit Search By Criteria screen, fill out one or more of the criteria: Due Date, Created Date, or Date: a. Tap the arrow beside the Due Date field and select the time frame. b. If you selected Before, After, or On, a second date field opens. Type over the default date with the date you want, or tap the drop-down arrow to open a calendar, and then select the date. Priority, Reason, or Specialty: a. Tap the drop down arrow and select a priority or specialty from the list. Employee: a. Type in a few letters of the employee s first or last name, or User ID: 2. When you have finished selecting the criteria, tap Apply. 3. If the search reopens the same screen as before, you need to narrow your criteria further by narrowing date fields, selecting more criteria, etc. Note: Your filter terms will automatically repopulate the criteria fields the next time you use the filter.

49 Page 45 Assigning and Reassigning Work Orders Field managers may assign work orders to themselves or others from any work order details screen of an unassigned work order. They may also reassign work orders assigned to others, as long as the work order is not Open: In Progress. To assign work orders: 1. From the Work Order detail screen of an unassigned work order, tap Menu, s, and then Assign. The assignment screen opens. 2. Tap the name of the technician you want to assign the work order to. The details screen opens with the Assigned To: field populated with the chosen technician. To reassign a work order: 1. From the work order details screen, tap Menu, s, and then Reassign. The assignment screen opens. 2. Tap the technician you want to assign the work order to. The work order detail opens again with the new assignee in the Assigned To: field.