User Manual - EOH LIVE IMS
Contents
1. 27 27 29 Acknowledge receipt OT 30 UO Ce 31 Placing yourself in Work In Progress nennen nern here 32 Page 2 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Making an appointment annees 34 Referring a call to a VC NCO ee 36 38 SHp5IVIne end 40 UHC EIS the last 43 Makne a OC AUS 44 45 ee ee 45 Cloccc 47 ADDrEVI TUON ee 47 mmm 47 Page 3 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Introduction The purpose and aim of this document is to provide guidelines to IMS Mobile users when using the Samsung tablet to update and manage support incidents assigned to them IMS Mobile is the handheld device extension of the EOH IMS system and in its present form allows for basic support call management Introduction to Mobile Job Management Mobile Job Management is an Android application written in Java for the management of calls assigned to engineers providing field support The MJM application also keeps track of the user s time spent traveling as well as onsite and mileage covered while traveling to and f2. paiher Pending Made Peiubru Laer mit Record End Travel Fig 23 2 Logout Once the user is finished with all his her work for the day and made sure that all pending updates has been synchronized by the Cache Processor to the IMS server the user can logout by making use of the Logout option in the Application Menu This option will however not close the MJM application It will however return the user to the login screen Messaging The messaging component allows for the user to receive notifications related to SLA and call assignments The user can inspect incoming messages by selecting the Messages option in the Application Menu This will present the user with a list of messages as detailed in fig 24 1 This list displays all unread messages highlighted in red Selecting a message in the Message List opens up the message fig 24 2 for inspection and also marks the selected message as read Page 45 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Message List New MJM version 2 1 6 build 2014 03 06 09 49 Ardm nietnabor New MJM version 2 1 6 build 2014 03 06 09 45 Adm nistratar New MJM version 2 1 6 build 7014 00 05 09 40 amp dmenistraboar New MJM version 2 1 6 build 2014 03 D6 09 38 Admanistrabar New MJM version 2 1 6 build 27114 03 06 amp dmenistratar New MJM version 2 1 6 build 2014 03 D5 09 18 Admenistratar test message subject for Stuart 2014 03 04
3. 1 6 DE Scr rigs ANALOG Job Number 201056485 External MUTE A Type Descriplion ser reparti faulty orimer s respdnding and idis nol even paire ata Status Pendang amp ppoeitment Made Classahcatian Hardware m lt Expedite IMS Reference 201086495 Shutdown Lm Brei ies 3r Bi per neca Client IMS Reference 201129530 Ext Rel 388933TEST iser Phone User Mobile User EMail 1 Percentage Tot Page 43 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Q SHOW ALL SHOWING SHOW TORS IMS Reference 201086495 IMS Reference 201129530 Ext Rel 489997 EST Fig 22 3 Making ad hoc updates Certain updates can be performed while the user is busy with workflow actions on other calls To perform an ad hoc update a user can select them from the Call Status field after selecting the relevant call from the Call List Page 44 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Call List and opening the Activity Tab When making an Ad Hoc update the user will either be presented with a list of options detailed in fig 23 1 or fig 23 2 dependent on whether another call is currently in a workflow status 1 d irn x see Cab Are lime Liza not Available Ajna
4. Setup card lock Power saving ij PORA rma u Deuce admmisiralors kian rai ul air ram 97 Tajet credamials 9 services inetall fro B certa Security Clear eredentiala sn ne m I kai ee Fig 2 4 When you select the option you will be notified of the risks involved with the installation of applications that are not distributed through the Google Play Store Accept and close this message by selecting the Ok button fig 2 5 Page 9 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Your device and personal data are more vulnerable to attack by applications from unknown sources You agree that you are solely responsible for any damage to your device or loss of data that may result from using these applications Cancel OK Fig 2 5 Enabling the Global Positioning Satellite options In order for the MJM application to function correctly the Samsung Galaxy Note 10 1 device needs to be configured so that it collects Global Positioning data through Satellite positioning This is done by opening up the Settings application as described previously under Email Setup Once the Settings application is open locate the section marked Location services and ensure that the option titled Use GPS satellites is enabled fig 3 C Settings Batter 7 Location services Application m
5. Page 18 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Call Details The call details screen takes the rest of the screen and shows details regarding the call that is currently selected in the Call List fig 9 The layout of this section changes depending on the type of call selected and the status of the call For instance Should a call be in an Assigned Assigned for Assessment status there will only be one tab available showing general details of the call When the call is acknowledged by the user other tabs opens up allowing for the call to be updated This section of the interface is located as highlighted in fig 10 1 below O Id 5 Mobile 16 R TPRTTS Job Number External Rel JES TIFEST BEIDEN This 1est call please qnare Status Work In Pregress Work In Progress Classhcatian Recording Activate Analog Card Expedited Fscalated Shutdown Heopened iset Phone User Mobile User EMail O el 09 57 Page 19 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Description Tab General details regarding a call are displayed on the Description Tab fig 10 2 These details include the contact details of the requestor the site description and priority related details of the call O IMS Mobile 21 6 cescmenion BLETPRTTN Job Number 2D1T295z1 External Rel 1E3i3TEST Gall T
6. 15 April 2014 Work In Progress recorded Fig 17 3 NOTE THAT SHOULD THE USER ENTER A VALUE THAT DIFFERENTIATES FROM THE VALUE IN THE PREVIOUS ODO FIELD BY MORE THAN 1 OOO THE USER WILL BE PRESENTED BY THE NOTIFICATION MESSAGE IN FIG 17 4 Invalid ODO reading Please select a valid O00 reading and try again Close Fig 17 4 Page 33 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Making an appointment It frequently occurs that a customer is not available or requests the engineer to assist with the call at a later time Appointments like these can be recorded by selecting the relevant call in the Call List and opening up the Activity Tab In the Call Status field select Pending Appointment Made fig 18 2 Selecting this option will open up the Appointment Date and Appointment Time fields Using these fields select the date and time of the appointment fig 18 3 amp fig 18 4 and provide a relevant comment in the Comments field fig 18 1 You will notice that the Comments field contains a default message when making appointments Once all of the required fields are completed the user can select the Update Call option at the bottom of the screen which will submit the appointment details A confirmation will appear once the appointment has been recorded by means of the message detailed in fig 18 5 oO IM5 Mobile 7 1 6 Desc rot 6 Lali Status Made Appointme
7. Disabling this option will completely stop all notifications from being raised e Ringtone Selecting this option presents list of possible ringtones fig 14 3 that will be used when a notification is raised Should a user which audible notification to be switched off the user has a Silent ringtone option available e Vibrate Turning this option on will cause the device to vibrate when a notification is raised Page 27 47 User Manual Mobile Job Management v2 1 7 15 April 2014 O Settings m General _ Cre PLEj n niu MR ari Data amp Syne Ringtone i 1 a st 25 8 rile Vibrate SET d Saving screenshot Ringtone Default ringtone Silent Bubbles Charming bell Chirps Dawn chorus alarm Daybreak alarm Dew draps Fig 14 3 Page 28 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Data amp Sync The Cache Processor synchronizes the local cache with data from the IMS server on a periodic basis The frequency and notification thresholds used for this is contained within this section fig 14 4 e Sync Frequency This controls the frequency in which the Cache Processor will attempt to synchronize the cache with the IMS server The user has options available ranging from 1 minute to 1 hour Setting this value lower will ensure that updates are synchronized speedily while raising the value will minimize the
8. fig 16 1 Call Stan Select Call Status Assigned Engineer Dispatched Pending Appointment Made Pending User not Available Record End Travel Fig 16 1 In addition to this the user has to supply his her current odometer reading in the provided field fig 16 2 The user can then submit the dispatch event for processing by selecting the Update Call option fig 16 2 When the update has completed the user will be notified by means of the message in fig 16 3 Fig 16 2 oO MS MahileiT 1 5 Lali Status Assyned Engineer Dispatched Appointment Appointment a ae aa Previous ODO IMS Reference 201086495 Ext Ref DURO 54 Breach Date zZDT137D8 3D 17 PAJA zo Pete Ti um LI E ETRA Verio Reference IMS Reference 201129530 Remote Connection Rel 299291 EST leraure ode Perceniageg 17335 ipn ATT para Assn comments Update Call Dispatch recorded Fig 16 3 NOTE THAT SHOULD THE USER ENTER A VALUE THAT DIFFERENTIATES FROM THE VALUE IN THE PREVIOUS ODO FIELD BY MORE THAN 1 THE USER WILL BE PRESENTED BY THE NOTIFICATION MESSAGE IN FIG 16 4 Page 31 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Invalid DDD reading Please select a valid ODO reading and try again t Lak mm Fig 16 4 Placing yourself i
9. IMS Reference 201086445007 E ny urrent DURS A Breach Date 2015 08 30 170000 Reference IMS Reference 201129530 Remote Connection Rel 48033TEST Code Soltware Reconfiguration of Printer Set TASE PLA Spares AFFECTED 9449075595 4 Gomrnents Recomigqured printer creer 48 OK Update Call Resolved Work Completed Resolved Awaiting End Travel Fig 20 2 Page 38 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Select Remote Connection Usage Select Remote Connection Usage Yes No Telephonic Time Fi Fig 20 3 Success Call Update recorded Fig 20 4 NOTE THAT THERE IS VALIDATION PERFORMED DURING THE PROCESS OF RECORDING THE UPDATE ANY NUMBER OF THE BELOW MESSAGES COULD BE PRESENTED TO THE USER AND NEEDS TO BE RECTIFIED BEFORE THE UPDATE CAN BE SUBMITTED AGAIN Invalid Remote Connection Usage Invalid Remote Connection Usage Please select ihe Remote Connection Usage and try again Close Fig 20 5 No Docket Number Attached Call Upd le There 15 docket mamber attached to the call Please supply a docket number and try again Fig 20 6 No Asset Data Associated with Call Update There is no asset data associated with Ihe call Please add the asset related to the
10. call and try again Fig 20 7 Page 39 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Invalid Closure Code Please select a valid Closure Code and try again Class Fig 20 8 Supplying return end travel At times the user will need to record travel time and travel mileage when heading home in the evenings from a customer site The user would then use the Resolved Awaiting End Travel option when resolving a call This option will not remove the call from the Call List so that the user can select the call and supply the return end travel data Supplying the return end travel data can be accomplished by selecting the relevant call from the Call List Page 40 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Call List and navigating to the Activity Tab Upon this screen the user must select the Record End Travel option in the Call Status field As end travel can also be supplied under other circumstances either fig 21 2 or fig 21 3 will be presented to the user Selecting Record End Travel in the Call Status field will open the Current ODO field and the user can enter his her odometer reading for submission fig 21 1 When the user selects the Update Call option to submit the end travel data and the update has been recorded the user will be presented with the message detailed in fig 21 4 oO IMS 1 6 pescnirti h AGTET Y aziri Lali Status Ered
11. is on its way Lave hix ec a mamme 135145 IMS Suppor Fig 1 7 The account will now be created and begin pulling the emails based on details supplied during the setup process Page 7 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Allowing for the installation of applications from Unknown Sources The Android Operating System prevalent on the Samsung Galaxy Note 10 1 devices will for security reasons not install applications outside of the Google Play Store If you attempt to install an application from an external source by default you will receive the message depicted in fig 2 1 Install blocked For security your tablet is set to block installation of applications not obtained from Google Play Fig 2 1 In order to allow the installation of the MJM client on one of these devices external installation sources needs to be enabled on the device To do so you need to open the Settings application by first opening the Application Drawer fig 2 2 and selecting the Settings application fig 2 3 Fig 2 2 Page 8 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Fig 2 3 Once the Settings application is open locate the section titled Security fig 2 4 In this section make sure that the option titled Unknown sources is selected and shows a check mark next to it as shown in fig 2 4 t Display Securit woo TE PEL pce Wallpaper
12. user followed by ims db An example of this would be markm ims db Changing application settings Introduced with the 2 1 0 client is an application settings screen From the application menu select the Settings option in the Application Menu The Setting screen is divided into three sections namely General Notifications and Data amp Sync Page 26 47 User Manual Mobile Job Management v2 1 7 15 April 2014 General The General section contains three items as depicted in fig 14 1 e Application Version This is the version number of the currently installed client e Cache Size This is the total on disk size of the local cache database e Site based engineer This is a setting that identifies to the client that the logged in engineer is site based If this is set to Yes the client will assume that the user does not need to record mileage on any updates As such the current odometer reading of the user is used for all subsequent activities Settings Notifications Data amp Sync Site based engineer you are Silt based engineer and do erred make sare iut Tis opa el 09 57 OT 914 1 Notifications This section pertains to notification messages presented to the user Notifications can be raised for various reasons varying from cache synchronization processes completing to new incoming messages Fig 14 2 below notes the different options available in this section New Message Notification
13. 12 53 Admanistratar test message outgoing 2013 07 24 14 34 tester test message outgoing 2013 07 24 14 32 tester SLA Escalation 201056742 2013 04 17 12 47 meysiem eah New version 2 1 6 build 2014 03 06 09 40 Low Hi Willie Engelbrecht A new build af the 2 7 6 beta chent is available for dewnlaad Please upgrade your client at your earliest convenience Fig 24 2 Page 46 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Glossary Abbreviations CSS Customer Satisfaction Survey EOH Enterprise Outsource Holdings GPS Global Positioning Satellite IMS Incident Management System MJM Mobile Job Management ODO Odometer SLA Service Level Agreement FSE Field Service Engineer Definitions Cache Temporary database of relevant call data Cache Processor Part ofthe MJM application that is responsible for maintaining the Cache Call Co ordinator Office based employee that manages the assignment of calls to FSE s Google Play Store Digital distribution platform for the installation and maintenance of applications on the Android operating system IMS Mobile handheld device extension of the IMS system and in its present form allows for basic support call and asset management IMS Portal web based page used for logging on to IMS Page 47 47
14. Trawes Appointment Appointment lime Ahaseneine Previous ODO IMS Reference 201086495 Ext Ref IMCDsammy J 3 51 Breach Date 20 170000 11 af Vendor Hefererice IMS Reference 2011298530 Connection Ext 28833TEST lasci ads 514 Percentage 12835 ang ATI Sparte Sissel r e Ammenta Update Call 13 08 Cul Kamel Engineer egaicnel Pardi ren ise fem ale End Trace Fig 21 2 Page 41 47 User Manual Mobile Job Management v2 1 7 15 April 2014 End Travel recorded Fig 21 4 Page 42 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Duplicating the last update As calls in pending statuses needs to be updated every two hours based on customer contract and option to duplicate the last update on the call has been made available on the Description Tab In order to make use of this option the user needs to select the relevant call in the Call List and navigate to the Description Tab fig 22 1 The user is then free to select the Duplicate Last Update option at the bottom of the screen Once completed the user will notice that the last update has been duplicated in the Worklog Tab fig 22 2 It is worth noting that under certain conditions this option might not be available due to workflow restrictions oO Id 5
15. User Manual Mobile Job Management 2 1 7 Heinrich Etsebeth User Manual Mobile Job Management v2 1 7 15 April 2014 Contents ee 4 Introduction to Mobile Job 4 RUE 5 Configuring the Samsung Galaxy Note 10 1 enne 5 EI IS eee 5 Allowing for the installation of applications from Unknown 8 Enabling the Global Positioning Satellite 10 EV OW VO ALIS MIN EA 11 PSHE e MIM ee ea 14 Overview Of the Interface 15 m A 15 TUC DO een 16 er eee 17 18 CA SU 19 DE CIDON TAD M RR ee 20 WOKO o mm Tm 21 22 23 24 Performing COMMON operations ee ee 25 ee ee m 25 SVBchPoBIZIBB Che Achensee ee 26 T mE EET 26 Performing a backup or Cache ee ae 26 Changing application 8 26
16. all option as detailed in fig 15 below IHS 1 65 154114201 IMS Reference 201086486 Ext Ref INC Dummy 51 Percenage Atte peed A amp zzxgned for Agsessmen i ha IMS Reference 20 086495 Ret HC Dummy d DLA Breach Date 2013 DANSE ToDo FH HE PSG Ain if Bs IMS Reference 201129530 Ext Ref 48933TEST SLA Percentage Fal Sisi aning Cicdaticn Fig 15 Job Number 201 DEA EH External Rel Gall Type Pair RADER 3 Jeers repart brim er resparxdir sri dit vol Svert paire a Status Azsegrexd Assessment Classahcatian Ho piece bea G Expedited Escalated Nn Shutdown Heoprned Allorrey Cage Teri Mrurresa Puer iset Phone User Mobile FRA gal elma ust x Finar Hong d her Acknowledge Receipt of Call Selecting this option will create a call update that places the call in an Assigned Acknowledged Status Page 30 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Dispatchingtoa call When user is not busy with a workflow action on a call the user will able to dispatch him herself on any ofthe calls that has been acknowledged The user can do so by navigating to the Activity Tab and selecting Assigned Engineer Dispatched from the Call Status option
17. amount of data used by the client A balance can be maintained by the user depending on his her needs e Sync Threshold After a protracted duration of no synchronization activity the Cache Processor will raise a notification to the user notifying him her thereof The threshold for raising this notification set through this option Note that the combination of these can have a noticeable effect to the user Setting the Sync Frequency to 5 minutes and the Sync Threshold to 15 minutes which is the default will mean that the Cache Processor will make three attempts of synchronizing the cache If the third one fails and a successful synchronization could not be completed the user will be presented by a notification Settings General Notifications Sync Frequency Syne Threshold Saving screenshot Page 29 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Acknowledge receipt ofa call Once a call is assigned to a user the Cache Processor will automatically download the call and all of the available data relevant to it The call will appear on the Call List of the user When the user selects call that is in an Assigned Assigned for Assessment status there will only be one tab available in the Call Details section In order for the rest of the tabs to become available the user needs to acknowledge receipt of the call This is done by opening the call and selecting the Acknowledge Receipt of C
18. anager Use wireless networks poat ni MIT Use GPS satellites pcr acciraig To Location services Location and Google search a Lock screen Security A Language and input Cloud Backup and reset Google Page 10 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Downloading MJM The MJM application is downloadable from the IMS Portal website In order to download the client on the Samsung Galaxy Note 10 1 device you will need to locate and open the Internet application from the application drawer This can be done by opening the application drawer as previously described under Allowing for the Installation of Applications from Unknown Sources and selecting the Internet application fig 4 1 Compass Contacts Crayon ph Downloade Drepbax Hub Gaggi LI 9 It saga 5 een Siero i SOS hore Editar Fig 4 1 Page 11 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Once the Internet application has been opened replace the address in the address bar with http ims eoh co za fig 4 2 and select the Go option on the onscreen keyboard fig 4 2 EOH LIVE IMS Mobile Job Management Live Clients Client Release Date Release Notes Page 12 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Once the IMS Portal landing page has
19. ation Menu The application menu is situated in the right top hand corner of the application and can be accessed by tapping the button situated there fig 8 b IMS Reference 201129530 Fur nl 248Q99TEST Messages Ei A Percenia 51 Cache Work In Progress Work In Progress Reload Gazhe Backup Cache Settings Logout 09 56 Page 17 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Call List This section of the interface is situated on the left hand side of the screen and contains a list of calls currently assigned to the user fig 9 It displays various data on a per call basis for quick identification and to enhance accessibility oO IHS 154114201 MS Reference 201086486 job Number 2071086488 KE Ref External Rel Heire C WLA Percentage D Call Type INCIDENT Descriplian ser 15 reparte Taully orimer peinter respardir and gis mol sven ga Status Assagnexd tor Assessmeni Ho pleca Expedited Shutdown Heopened MS Reference 201 086495 Ext mmy d xis com es cB MA cS ser Phone 1 Breen bate 7013708730 17 XIB EID P4 ser iss EMail Li SD Sir 2i if Bs MS Reference 201129530 Acknowledge Receipt of Call Ext Rel 48933TEST ILA Percentage Fal fau aning Preparing Cicdaticn
20. completed loading you will notice that it contains a list of client versions with links to their respective release notes fig 4 3 Note that all clients that are not currently supported by the server will not be available for download EOH LIVE IMS EOH Mobile Job Management Live Clients Beta Clients Client v2 1 6 2014 02 12 Deprecated Unstupported Clients Release Date Release Notes Fig 4 3 To download the clients simply select the name of the desired client This will start the download process and feedback will be provided in the notification section of the Android Operating System s interface once the download is complete Page 13 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Installing When the notification is displayed that the application has been downloaded simply click on the notification and the application will be installed You will be presented with an installation confirmation screen fig 5 1 On this screen select the Install option Mobile Job Management you want to install this application Allow Thus application To Your location Gore hagsii ingson Gree lice e Storage modi celine USS sinrace cons e Network communication acre Install Fig 5 1 Once the installation is completed the installation process will present the screen depicte
21. confirmation messages Activation By activating this application you accept that some of your device data the unique device identifier and model name will be stored processed and used by Samsung to report the activation of this application to the licensors of the application software Data held by Samsung will be dealt with strictly in accordance with Samsung s which gi wwe spmsung Dom Condos array atre Server mail tssms co za must be able to remotely control Sore an voor dece Connie Page 6 47 User Manual Mobile Job Management v2 1 7 15 April 2014 You will then be required to provide details regarding how and what mails you want to be pulled Fig 1 6 is an example as the user is free to change these as needed Once completed select Next Peak schedule Push OR neak schedule Push Period to sync Email Automatic Emails retrieval size 2 KB Period to sync Calendar 2 WEEKS all Send email fram this accoumt by default ww Matiy email amves 7 Sync Email ae Contacts Sync Calendar Syne Task Syne SHS Copied to clipboard Automatically dosnlaad atachments when connected te Wi Fi Fig 1 6 You will then be requested to provide a name for the account This account name is for display purposes on the device and can be set to anything that you want In order to continue select Done Your account 15 set up and email
22. d in fig 5 2 Mobile Job Management Application installed Fig 5 2 Page 14 47 User Manual Mobile Job Management v2 1 7 15 April 2014 If you see the message in fig 5 3 please refer to the previous sections of this manual regarding the pre installation setup Install blocked For security your tablet is set to block installation of applications not obtained from Google Play Fig 5 3 Overview of the Interface Login Screen The Logon Screen will be the first thing the user sees when opening the application fig 6 It comprises of an EOH logo a username field a password field and a login button 6 Please enter your login details Page 15 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Title Bar The application title bar is located at the top of the screen and contains the name of the application and the currently installed version fig 7 If applicable it also shows navigates tabs O IMS Mobile 1 5 Job Number External Rel Deseriglion Meane sgnarg Status 33 Work In Progress Classihimatinn Recording Activate Analog Card Expedited Escalated Shutdown Reopened Diaries Cusbogmai CENSEO BLAKERS yan Awaye 1 rper PRone 051 407 1906 182 324 0728 cer EMail Feier ta Page 16 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Applic
23. e application to further interaction until the process is completed During a manual synchronization run the user is presented by an onscreen message as depicted below in fig 12 Please wait Synchronizing cache data Fig 12 Reloading the Cache The user may at times be instructed from either his her manager Call Co Ordinator or an IMS Administrator to clear and reload the local cache This can be done by selecting the Reload Cache option from the Application Menu For safety reasons this option will prompt the user to verify the intent of the user fig 13 1 Once presented with this select the Continue option This operation will completely erase the cache database Amy pending updates you may hawe will be erased Cancel Fig 13 1 This will completely delete the local cache database and rebuild the database instructing the Cache Processor to perform a full synchronization During this process the user will be presented with an on screen message fig 13 2 This will also lock the application to further interaction until the cache is rebuilt Fig 13 2 Performing a backup of the Cache At times the user may be requested to perform a backup of the cache database This can be completed by selecting the Backup Cache option in the Application Menu Using this option makes a copy of the current user s cache database within the Downloads folder on the device The name of the backup file is the login name of the current
24. is accomplished by selecting the relevant call in the Call List and navigating to the Activity Tab Page 36 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Activity Tab In the Call Status field select the Pending Vendor option fig 19 1 This will open up the vendor related fields on the interface The user then has to supply the vender responsible in the Vendor field and the reference of the call on the vendor s systems in the Vendor Reference field fig 19 1 The user also needs to supply a comment relevant to the update in the Comments field before submitting the update by selecting the Update Call option A confirmation will appear once the update has been recorded fig 19 2 O IMS Mobile 2 1 81 pescmti n IMS Reference 20 1086495 _ Ext Ref INCDhummy J 1 yp mm rS iD AUT SL IMS Reference 201129530 Ext Ref 48822 57 IDG Ali o xargs Success Update recorded Fig 19 2 APL BLETPRTTN A321 States Persi Vendor Appointment Appointment lime Previd OOO ument CDS Vendio Reference Hemobe Gonneg icn Slosure Code Sse onments Besfer eid call t verlor Update Call 13 05 oF da Page 37 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Resolving a call When the user has completed the customer s request as detailed in the call he she can resolve the call by first se
25. lect Call Status 5 L Fercenia JE Hate User Testing Appointment 1 1 Cod leet hime Previous O0 Vendor Reference IMS Reference 201129530 Connection Ext Ref 38933TEST Code DI A Perceniage 17835 pare LA aj comments Page 22 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Asset Tab Through the Asset Tab fig 10 5 the user can inspect the details of all the assets attached to the call as well as update the asset details as required oO IMS Mobilet 16 cescmetion Seleti Affected Select Asse Type IMS Reference 201086495 Ext Ref J L7 B FE 7 appe mmo ee ILA Brean Date ZTA TA IMS Reference 201129530 Warranty Detail Obtalnalle Ext Ref 38933TEST T7845 Pmr rE E nain Warranty Petey Awastire Spare Warranty End ate Page 23 47 User Manual Mobile Job Management v2 1 7 15 April 2014 CA CSS Tab The user has the option of allowing the customer to enter a Customer Satisfaction Survey fig 10 6 should the call be related to a CA integrated customer The CSS displayed is pulled directly from the CA server and is not cached like the rest of the call details This means that the CA CSS Tab might be blank should the device not have
26. lecting the relevant call in the Call List and navigating to the Activity Tab From here the user has two options in which to resolve a call available for selection in the Call Status field fig 20 2 The user can either select Resolved Work Completed or Resolved Awaiting End Travel The difference is that the Resolved Work Completed option will immediately remove the call from the Call List where the Resolved Awaiting End Travel option will keep the call available for selection in the Call List so that the user can supply return end travel at a later stage For this example let us assume that the user will be making use of the Resolved Work Completed option The user would select the Resolved Work Completed option from the Call Status field This will in turn open up all of the required fields for call resolution fig 20 1 These required fields include the Remote Connection fig 20 3 Closure Code Asset and Comments fields Once all of the required fields are completed the user is free to select the Update Call option which records the resolution update and informs the user once the update has been recorded fig 20 4 Note that the asset selected in the Asset field is the asset that will be displayed on the docket generated for the update O IM5 Mobile 7 1 6 Desc rot POPUL aziri Lali Status Work Competed Appointment Crate Appointment 1 ime Previous
27. n Work in Progress Upon arrival at the client site you need to update the call status and provide the ODO reading details before you start working on the call The user can accomplish this by selecting the relevant call in the Call List and navigating to the Activity Tab Upon this tab the user needs to select Work in Progress Work in Progress in the Call Status field Fig 17 1 Select Call Status 51adus Work in Progress Work in Progress Fig 17 1 Once again the user needs to supplement this by supplying his her current odometer reading in the provided field fig 16 2 The user can then submit the work in progress event for processing by selecting the Update Call option fig 17 2 When the update has completed the user will be notified by means of the message in fig 17 3 O IMS Mobile t 1 6 pescnirti h AGTET Y statws Wark In Progress Wark In Progress Appointment Crate Appointment hime IMS Reference 201086495 2 E a or Laamiri y 1 Previous OOO Brean Date 2013 08 apalei i Verio Reference IMS Reference 201129530 Connection Ext Rel 489394aTEST Cade 173395 ipn para er onments Update Call fe 13 03 amp de Page 32 47 User Manual Mobile Job Management v2 1 7
28. nt Crate 201404 14 Appointment 1200 IMS Reference 201086495 ous 000 Ext Ref urreni OUR 54 Breach Date 030 Pod P4 ATT spare vendor Heference IMS Reference 2011298530 Remote Connection Ext Ret 48933 57 Closure Code er Y 2 ATI pares anments Anpaintment made Moumisa Update Call 13 03 Page 34 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Select Call Status Select Call Status Pending Loan Lind inztalled Pemhng Pregaing Guglaion Pending Awe Custome Quole Acceptance Penang Quotatian Rejected Pending Quotation Accepted Spares Pending Appcintment Nusde Pending Avadable Pending Workaround Implemented Peeing Han 3rdi Call Pending On Hold Dustermer Pending Award Dockel Perdhng 155 Pending Leer Testing Pending Vendor Pending Software Lomat papire Perf Ste unavailable Pending Leser monfonng Fig 18 2 21111 Fig 18 3 Fig 18 4 Success Call Update reconded Fig 18 5 Page 35 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Referring a call to a vendor At times it is needed to refer a call back to a vendor for the vendor to perform work on an asset associated with the call This
29. rom sites Above this the user s GPS co ordinates are also recorded and periodically sent to the server to enable the Call Co Ordinators to assign calls more appropriately Page 4 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Installation Configuring the Samsung Galaxy Note 10 1 device Email Setup From the Application Drawer open the Settings application fig 1 1 Fig 1 1 Locate the Accounts and sync section and select the Add account option shown in fig 1 2 hcepunts and Byric Aut syne AuadAauFlessa hieinrichegissms co z3 AT ruadraufinssamgmail com Fig 1 2 Page 5 47 User Manual Mobile Job Management v2 1 7 15 April 2014 In the next screen presented select the option marked Add Microsoft Exchange ActiveSync Then select Manual setup and supply the required information as highlighted in fig 1 3 Once filled in select the Next option Configure exchange account m a few steps mssupgsortiadssms co eal Show password Send email fram this account by default name semskimssuppert Password Use secure connection 5511 Use client cerlikcale 4 z vu certificaic Mobile Device HD 2 Fig 1 3 The exchange setup will require confirmation regarding security restrictions imposed Fig 1 4 and 1 5 are examples of these
30. sufficient network connectivity O 5 Mobile 1 6 GESTO NWORAL G ACTPETTN Geer Lazri arg a pore befor ute Page 24 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Performing common operations Login When opening up the MJM application you will be prompted by a login screen fig 11 1 Simply enter the corresponding Username and Password combination and select the Login option provided on the screen Since version 2 1 0 it is possible to login even when no network connection is available This is due to the credentials of previous users being cached locally for offline use Please note that should this be the very first login for the user and active network connection will be required 1 6 Please enter your login details Upon first login for any user the Cache Processor will need to perform extensive synchronization As such the user will be presented with an on screen message which also locks the device for further input as per fig 11 2 Page 25 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Synchronizing the Cache From time to time it may be desired to perform a manual synchronization of the locally maintained cache data This can be done by selecting the Sync Cache option in the Application Menu Using this method to force the Cache Processor to perform a synchronization attempt will lock th
31. ype INCIDENT Descriplian This atest please status Work In Pregreas Work In Progress Classahication Panaro Card Expedited Escalated Shutdown Asopenei Chen Site iset Phone 051 407 1800 User Mobile 324 3728 ser EMail Peter x O 09 57 Page 20 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Worklog Tab The Worklog Tab contains a list of all the activities on the call fig 10 3 The activities are ordered so that the latest entry is at the top of the list The list by default contains only the first five items This can be changed by the filter options at the right top hand side by means of the provided options The user can filter the list of activities to only show the first five entries only CA entries only IMS entries or all of the entries LJ oO IM5 Mobile 7 1 6 SH W ALL SHOWING SHON TORS Work In Presgers Nerk In Progress 09 57 Page 21 47 User Manual Mobile Job Management v2 1 7 15 April 2014 Activity Tab This section of the application allows the user to update the calls fig 10 4 This is also where the user progresses through the workflow by transitioning the call through different statuses 0O Mobile 1 6 De Scr tit IMS Reference 201086486 Status Ext Ref Se
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