Skip to main content

Keyboard shortcuts

This a glossary style list of the key commands and shortcuts in ServiceDesk.

tip

Please keep in mind this is a glossary for reference, and not meant to be memorized. In many cases ServiceDesk will remind you the commands by hovering over a button for a tooltip.

General commands​

Opening various forms​

  • F1 CstmrFind Invokes the CstmrDbase search if you are in any of the suitable Callsheet fields and do not already have previous search results displayed. If you do have previous search results displayed, it moves your focus into the displayed list (also does same in TechInterface-DbaseSearch context). If you're already in the displayed list, it moves you back into the Callsheet. This command also sets up for a CstmrDbase search when executed from the TechInterface form.
  • F1 CllshtRtrn If you are in any form other than a Callsheet or the TechInterface form, pressing this key will bring you instantly back to the Callsheets, without unloading the current form. Useful when you're in the middle of something in another form, the phone rings, and you instantly need a Callsheet to begin taking information from the caller.
  • CtrlF1 Settings Loads the Settings form. This is where you'll set all the specific parameters that pertain to your own operation of ServiceDesk.
  • AltF1 ViewBckps Allows you to view backup files from each of the various ServiceDesk forms, as though they were the primary files. In this way you can inspect such backups before copying them back over a possibly corrupted primary.
  • F2 TimeClock Loads the CheckIn/CheckOut form, from which employees may log into or off of the job. Creates a TimeClock-type record.
  • CtrlF2 CS-Archve Loads the CallsheetArchive interface, which allows you to view and perform searches among all previously archived Callsheets.
  • AltF2 RtOfEarngs Loads and displays the RateOfEarnings form, from which you can specify or change the earning basis and rate for each employee in your operation.
  • F3 AcntsRcvbl Loads the Accounts Receivable form, from which you can view and edit each of your Accounts Receivable records.
  • CtrlF3 A/R Dnng Loads the DunningList form, from which you can generate a list for use with your word processor to create form billing reminders for past due accounts, or produce reminders notices for HighVolume-type clients.
  • AltF3 MakeMail Loads the MakeMailingList form, from which you can generate mailing lists including each of your past customers.
  • SHIFTF3 SalesView Loads the SalesView form, from which you can review your sales record, search for specific records, and edit them
  • AltF4 PrintClaims Loads the Finished-Form interface, from which you can edit and transmit a completed invoice/claims document.
  • F5 SchdMap Loads the DispatchMap, displaying all of your scheduled jobs in graphic format according to their relative geographic locations (as superimposed over a map of your service territory), sequence, and assigned tech. Allows for switching assignments between techs, confirming dispatch, auto-dialing to reach tech's at location, etc.
  • CtrlF5 Streets Loads the StreetList form, used for manually adding new streets to your street list, and for sorting into your list those streets names added in the course of creating jobs. Also copies updated files to other stations.
  • AltF5 SchdArchv Loads the ScheduleArchive form, which displays and provides for searching among all past items in your Archived ScheduleList.
  • F6 SchdList Loads the ScheduleList form, which displays the same data set as the dispatch map, but in a purely textual format that allows sorting, textual editing, archiving, etc.
  • F7 JobsCrrnt Loads the JobsCurrent form, which displays the history and current status of every job "in progress" (i.e., of every job that's been created from a Callsheet, and which has not yet been entered into the SalesJournal as having been completed). Allows for record search, auto-dialing of customer, subsequent scheduling, appending notes, editing, and archiving.
  • CtrlF7 JobsArchvd Loads the JobsArchived form, displaying the history of all previously completed jobs that have been moved into the JobArchived file. Allows for specific record search and for creating CustomerDBase indexes from scratch, should the ongoing indexes for some reason be corrupted. Also shows unrestricted display of each item's History, and allows for certain kinds of searches (e.g., looking for a job by virtue of its street name) not available in other contexts.
  • AltF7 JobRprts Loads the PostVisitReport form directly, as opposed to the indirect loading that's done via the TechInterface context. You'd use this route if an office person was making the PostVisitReport on behalf of the technician, as opposed to the technician doing it himself.
  • ShiftF7 JobPerusal Loads the JobPerusal form, used for reviewing a particular status category of record from the JobsCurrent file.
  • F8 PartOrders Loads the PartsProcess form, which displays pertinent information regarding all special-order requests, allows generation of faxed order/inquiries to suppliers, entry and recording of new information as it develops, and for searching of specific items, separate pricing by manager, etc.
  • CtrlF8 PartsArchv Loads the PartsProcess form in its Archive-viewing mode. This allows viewing of, and searching among, all archived PartsRequest and PartsProcess records.
  • AltF8 PartRqsts Loads the PartsRequest form, which displays each special order request individually, allowing for expanded notes, archiving of all PartsProcess files, etc.
  • F9 SlsEnter Loads the SalesEnter form, providing for entry of all your completed sales.
  • CtrlF9 FundsJrnl Loads the Funds form, which accesses the file containing a record for every item of money that comes into your business. Allows for specific search or selective display, deposit generation, cross-checking, managing receipt of funds received on accounts payable, confirmation of deposits, etc.
  • AltF9 AppsJrnl Loads the Applications form, which displays the Applications Journal, a listing that shows how every post-completion payment (i.e., customer mails you a check on a billed job) was applied (i.e., to which invoices). It's also from this form that you can view any particular client's EDA (i.e., Errors and Discrepancies) account.
  • F10 InventoryControl Loads the InventoryControl form, used to track and manage actual items of stocking inventory. Facilitates ordering of deficient stock, filling needs on trucks, displaying existing quantities and locations, tracking usage, etc.
  • CtrlF10 MasterPartsPlan Loads the MasterPartsPlan form, providing the interface for you to create and/or edit your MasterPartsPlan—essentially the list of every type of item (including prices, etc.) you intend to maintain in your stocking inventory.
  • F11 PrdcRprts Loads the Reports form, from which you can display or print periodic reports on Sales, Wages or Salary Earned by employees, and Commissions.
  • CtrlF11 JobSource Loads the Job Source Survey form, which allows you to view results (interim or final) from your job source survey process.
  • AltF11 RedFlag Loads the SSA form (Special Situations Advisory), while simultaneously inserting text applicable to the customer if done from a context suitable for such (such as a JobRecord, for example).
  • F12 CstmrDase Loads the TechInterface form, while simultaneously invoking its CstmrDbase search feature. Thus, after hitting F12 you can immediately begin typing your search target. Once it's found, you may also, from this context, print the entire JobRecord to hard copy.
  • CtrlF12 E-Mail Loads the TechInterface form while simultaneously invoking its E-Mail function.
  • AltF12 TechIntrfc Loads the TechInterface form without simultaneously invoking the above functions (CstmrDbase search or E-Mail).

Purposes other than opening forms​

Other general commands are focused more toward specific functions than toward loading operational forms, and do not use the function keys. These are as follows:

  • CtrlP Mscllns-Print Useable from virtually any form, this will print either an image of the form itself, or of text that’s printed to the form. If you’ve placed an image of the entire screen into the Windows Clipboard beforehand (press PrntScrn on your keyboard), it will print that entire screen image.
  • AltX End program Terminates operation of ServiceDesk. Don't worry about doing this accidentally, ServiceDesk asks for confirmation before proceeding to shut itself down, and warns if you've got any unsaved Callsheet data. You can, in the alternative, use the MainMenu (select File Functions, then Exit) for shutdown.
  • RtClk, # AutoDial When performed on any telephone number field (Callsheets, Archived Callsheets, JobRecords, Dispatch Map, etc.), causes computer's modem to dial number (for an explanation of alternative methods, see page 301).
  • LftClk AutoAlpha When performed in either the Cstmr or Lctn labels of a Callsheet, allows a user-specified dial-up, including those described by alpha-characters.
  • CtrlShft-Lft AlarmSilencer Each click grants one minute of reprieve the from Callsheet Overdue Alarm (also the mail pending alarm). In a sense this is a general command, for it can be accessed from any form, but it pertains most specifically to Callsheets, so is listed here.
  • AltW techWindow Converts the station into a Window/TechMode format, meaning the available interface is entirely different, no longer setup for general use by office personnel, and instead transformed into the limited mode designed for direct interface with Technicians. Remains locked in this mode until the secret exit command is entered (see main text).
  • AltK ChangeDesk Allows you to temporarily change the name that a particular station assumes is its operator (as opposed to changing the station name, typically on a more permanent basis, from the Settings form).
  • CtrlS SlideShow Initiates the SlideShow demo. Once it's started, you can press the Spacebar to pause, or Esc to terminate the show (actual termination may be delayed for up to a minute).

Applicable within specific form contexts​

Besides these general commands, there are also several for navigating around within almost any form:

  • PgDn PageDown Functional in almost all forms to perform the obvious.
  • PgUp PageUp Functional in almost all forms to perform the obvious.
  • CtrlPgDn LastPage Moves to the last page of data in a given form or form context.
  • CtrlPgUp FirstPage Moves to the first page of data in a given form or form context.
  • LClk/txt Edit Allows editing in most circumstances.
  • Esc DprtPrsnt Extremely useful, handy, and easy. Functional almost everywhere to take yourself from the present context into that preceding, in a manner you'd intuitively expect. Same as clicking on a forms 'Exit' button when so equipped.
  • Enter Execute Please, be sure to use a simple stroke of this key, INSTEAD OF THE MOUSE, in all cases where permitted (almost any where ServiceDesk can assume that such a stroke means you want to proceed). It saves a small amount of effort, and time, each time.
  • AltP Print Though mentioned separately in a few specific contexts, the command functions also in many others. If you're in any location where you think you should be able to print something, try it. Even if there's no specific command or option button listed for the purpose, it’s possible that formspecific printing is available.

Windows Editing Tools​

Also, you should be aware that each of the standard Windows editing functions work within ServiceDesk, as follows:

  • CtrlX Cut Removes highlighted text into the Windows clipboard.
  • CtrlC Copy Copies highlighted text into the Windows clipboard.
  • CtrlV Paste Inserts Windows clipboard contents at cursor location.
  • CtrlZ Undo Restores text, in your current box only, to its pre-edit form.

Specific Commands: Callsheets​

The most obvious and extensive of such commands are those pertaining to Callsheets. Several are simply alternatives to clicking on a provided button (remember: you can right click on either of the large label areas in a Callsheet (e.g., the label that reads “Customer Name, Address and Phone Numbers”), and an onscreen command summary will instantly appear)

  • AltS SwitchDesks Same as clicking on whichever button is non-selected in the 'DeskAssigned' section of the Callsheet. If the Callsheet is presently assigned elsewhere, this command switches its assignment to your desk. If it's already assigned to your desk, the command switches it to the other desk if there are only two in your network, or presents you with a list of other desks from which to select if there are more than two.
  • AltC makeCurrent Switches the Callsheet into 'Current' status. Same as clicking on option button of same name.
  • AltH Hibernate Loads the Hibernate form, from which you can put the Callsheet to sleep for a specified period. Same as clicking on option button of same name.
  • AltL deLete Marks a Callsheet for deletion (which will occur when the Callsheet Archive routine is next run). Same as clicking on button of same name.
  • AltJ Job/Sale Loads the Create Job/Sale form, which allows you to review and/or change various parameters, then prints a job invoice. The same process readies the Callsheet for movement into the Callsheet Archive (which occurs when the Archiving routine is next run). Same as clicking on button of same name.
  • AltD othrwsDone Marks a Callsheet as having completed its purpose through events other than creation of a job/sale. Readies the Callsheet for movement into the CallsheetArchive (which occurs when the Archiving routine is next run). Same as clicking on button of same name.
  • AltM MoreInfo Loads the Callsheet's MoreInfo form, which displays any MoreInfo notes previously created in its connection, and inserts an automatic time and date stamp for any note you may presently wish to add. Same as clicking on button of same name.

Other Callsheet functions only accessed by command​

  • AltA csArchive Invokes a routine to archive completed Callsheets (i.e., ones marked PrntToInv or othrwsDn), and to remove those marked for deletion.
  • AltR RcvMssgs Loads the Communications form, which facilitates electronic downloading of messages from your answering service directly into each item's own awaiting Callsheet.
  • AltU Undo Removes all edits created since the last Callsheet save (i.e., restores the text that existed when you last entered the present Callsheet).
  • AltE Erase Erases all text from a Callsheet (after first requesting your confirmation, of course).
  • AltF FlipFlop Moves the Callsheet's 'LocationInfo' text into the CustomerInfo section, and vice versa.
  • AltT TelFlpFlp Moves the telephone number of the box you're in into the other box of the same section, and vice versa.
  • AltO Originate Resets a Callsheet's origin info to the present desk, date and time.
  • Esc InvokeSave Useful, when pressed from Callsheet, for invoking an immediate save when, you don't otherwise have any reason for leaving the Callsheet (thus invoking a save naturally).
  • CtlEnter DnCllSht Moves to the next following Callsheet.
  • CtlBkspc UpCllSht Moves to the preceding Callsheet.
  • AltEnter FndActvDn Moves to the next following Callsheet that is active to your desk
  • AltBckspc FndActvUp Moves to the next preceding Callsheet that is active to your desk.
  • AltQ QuickEntry Loads the QuickEntries form, from which you can create, edit and enter into your Callsheet the entire data set for frequent customers.
  • Altn QuickInsert Inserts QuickEntry templates 1-9 (from the QuickEntries form) directly, without having to load the QuickEntries form.
  • AltI InsertEmail Causes system to check Windows clipboard for text from an email dispatch. System will appropriately insert such text to Callsheet if found there.
  • SpcBar DisplayItem Causes the selected item from a displayed CstmrDbase list to show fully, with all JobRecord details. Left-clicking on the list item will produce the same result.
  • Enter InsertItem In a displayed-from-the-Callsheet CstmrDbase list, causes pertinent name and address info, from the selected item, to insert into your Callsheet (right-clicking on the item will produce the same result; insertion is into whichever Callsheet area—Customer or Location—that is active at the time). In a displayed-from-Callsheet street list, it causes insertion of the selected StreetName, together with city, map reference, etc. (left-clicking on the item will produce the same result).
  • ShiftEnter ModifiedInsrt Modifies the CstmrDbase insertion, described above, to include only the name and telephone number (shift-right-click produces the same result). Modifies the StreetList insertion to include street, city and zip, with no map reference (i.e., mailing format; right-click produces the same result).
  • RClk/addrs LocateItem When performed on either of a Callsheet's address lines, loads DispatchMap and displays corresponding location thereon, with customer's name flagged in red (for an explanation of alternative methods, see page 301).
  • RClk/-- ShowJob When performed in the CustomerName box of a Callsheet that includes a WipAlert message, will instantly call up the JobsCurrent form loaded with the particular record that caused the WipAlert (alternatively, you may double-left-click directly in the CustomerName box, or hit F1)

Though not commands per se, you should also consider actions that, from within the Callsheet, invoke certain other elements of program execution. When typing in a street address, for example, you are automatically invoking a search for matching street names from your own StreetList, and will prompt a display when appropriate matches are found. Similarly, if your Auto-CstmrDbaseSearch feature is turned on, you'll be invoking similar searches, but within your CstmrDbase, any time you are typing into any of the Callsheet's name, address, or telephone number fields. Finally, as you enter an appointment in the appropriate Callsheet box, you'll invoke the SourceOfJobs survey (providing the Survey feature is turned on), prompting you to ask the customer a series of questions regarding what prompted his or her call.

There are a few forms in ServiceDesk where, by design, we've felt that available screen space could be used much more effectively for display of information than for command or option buttons that remind you of the tools available. This does not mean, of course, that such forms do not offer many such tools. It just means you have to know (in a sense memorize) what those tools are, and which particular key and mouse combinations access them (even in the absence of command and option buttons that remind you of their presence).

Specific Commands: the DispatchMap​

More than any others, our DispatchMap is such a form, boasting many, many tools, and yet not a single command or option button (or even a displayed instruction) to remind you of what they are, or of how to use them. It just happens, in the DispatchMap, that you need all the available space to see things more important. Remember, however, that you can right-click on any empty space within the DispatchMap, and instantly the portion of the Command Summary from the MainMenu as applicable to the DispatchMap. Anyway, the more explanatory summary follows:

  • CrsrKeys PanMap The up, down, left and right cursor keys will move your viewing window to different areas of your map, depending on which portions of your map are viewable from a single window.
  • PgDn NextDay Displays the schedule for the particular day which follows whatever day is currently displayed.
  • PgUp PreviousDay Displays the schedule for the day preceding whatever day is currently displayed.
  • CtrlPgDn DnToPrsnt Moves immediately to display the present day, providing you've been viewing day's schedules anywhere in the past.
  • CtrlPgUp UpToPrsnt Moves immediately to display the present day, providing you've been viewing day's schedules anywhere in the future.
  • C Calendar Causes display of the Month Calendar, to facilitate more rapid selection of a day distant from the present.
  • AltP PrintSchedule Prints a copy of the displayed day's schedule.
  • AltS Auto-Sort Invokes the same Auto-sort routine as may be performed from within the ScheduleList.
  • D DensityGraph Causes display of the Appointment Density Graph. Press again or press Esc to remove display.
  • P Reload data Causes a re-load of data for the day presently displayed. This may be useful, for example, if you suspect another user may have made changes and you’d like to update your display to show those changes, particularly before initiating additional changes of your own (which would, in fact, be disallowed if you failed to update first).
  • HldSpcBar ShowOvrView Causes a reduced-size map to display, which allows you to see the entire area, with abbreviated job entries, on one screen.
  • Lftclk ScheduleItem With the mouse pointer on the red-representation of the customer’s location in an item-locate situation, a left-click will invoke the scheduling process, causing a list to display with proffered time-frames, etc. This is called On-Map scheduling.
  • Rtclk ScheduleItem With the mouse pointer on the red-representation of the customer’s location in an item-locate situation, a Right-click will cause the same little calendar to come up as does pressing ‘C’ from your keyboard, except here, after selecting a date, the system will immediately present the TimePicker for you.
  • Lftclk RemoteDsptch With the mouse pointer on a the tech’s name at top of his list of jobs, this will allow you to print out (or transmit via your computer’s internal fax) all the dispatch data regarding the jobs presently assigned to the technician for the day in question.
  • ShAlt/Rt-clk Alpha-Dispatch With the mouse pointer on any job's list representation, this action will allow printing or internal fax transmission of that single job, or in the alternative will insert its data into the Windows Clipboard, for subsequent transmission to the tech via alpha-numeric paging.
  • Lftclk AssgnTech With the mouse pointer on a job's map representation, this action presents a list that allows you to assign the job to a particular tech, or to change its existing assignment. To make it even easier, don't release the mouse button until you've highlighted the tech wanted.
  • CtrlLft-clk SwtchStatus With the mouse pointer on a job's map representation, this changes its AssignmentStatus from 'definite' to 'tentative', or vice versa.
  • Rtclk SwtchStatus With the mouse pointer on a job's map representation, this changes from which you can re-sequence a job within the particular tech’s list.
  • LClk/Drg Re-Sequence With the mouse button held down on a job's TechList representation, you may drag the item either up or down in the list, one position at a time. (May also re-sequence from the ScheduleList form: just click on an item, to enclose it in editing boxes, then move it up or down in the list using cursor keys).
  • ShftLftClk CnfrmDsptch With the mouse pointer on a job's TechList representation, this checks the job off as having actually been given to the tech indicated. A second click reverts status back.
  • CtrlLftClk TechDone With the mouse pointer on a job's TechList representation, this checks off the fact that the technician's completed his work there (and presumably is headed for the next location). A second click reverts status back.
  • AltLftClk CnfrmRprtd With the mouse pointer on a job's TechList representation, this checks off an indication that the tech has made his PostVisitReport on the job. A second click reverts the status back, but typically, this feature will not be used in such context (use it only for corrections, for the check-off occurs automatically, for you, when the technician actually does his PostVisitReport.
  • ShftRtClk ShowText With mouse pointer on either the job's list or graphic representation, loads the ScheduleList form selects the appointment reference involved and places it in edit mode.
  • CtrlRtClk ShowJob With mouse pointer on either the job's list or graphic representation, pulls its JobRecord and displays it for you.
  • AltRtClk ShowPVR-1 With mouse pointer on either the job's list or graphic representation, loads the PostVisitReport-DialogMethod form, appropriately prepped (providing the ‘Immediate call-in’ option is selected from the Settings form) to take a PostVisitReport on the job in question.
  • ShAlt/RtClk ShowPVR-2 With mouse pointer on either the job's list or graphic representation, loads the PostVisitReport-Fill-in-the-BlanksMethod form, appropriately prepped (providing the ‘Immediate call-in’ option is selected from the Settings form) to take a PostVisitReport on the job in question.
  • LftClkTitle Send Schdl When you left-click on a tech's name (i.e., the underlined title over a tech's list of jobs), allows you to print (via internal fax if wanted) entire schedule info for the tech.
  • RtClkTitle ShowOneRoute When you right-click on a tech's name (i.e., the underlined title over a tech's list of jobs), invokes the DispatchMap’s ShowThisTechsRouteOnly mode, which means route-lines for all other techs are hidden, making it much easier (if multiple route-lines overlap) to discern the particular tech’s route in question. Hit Esc to exit the mode.

Specific Commands, the PartsProcess Form​

The PartsProcess form is another place where you may invoke several specific commands that are not obvious on the face of the form (remember, you can right-click on the label area in this form for a concise on-screen summary). These are as follows:

  • RtClick New-InfoBand With the mouse pointer on an existing inquiry/order band (in the right two-thirds), this creates a new daughter band, in which you can enter info regarding an additional inquiry/order pertaining to the same originating parts request.
  • RtClick ShowRequest With the mouse pointer on an existing inquiry/order band (in the left onethird), this displays the PartsRequest form, loaded with an unabbreviated display of the originating request itself.
  • ShftR-Clk Delete-InfoBand Again with the mouse pointer an on existing inquiry/order band, this calls for that band's deletion.
  • CtrlR-Clk Send/Add Rqst Adds the clicked-on item into whatever inquiry/order document you are presently preparing for transmission to a supplier. If you have not yet designated any such items, it sets up the process, making the clicked-on item the first to be listed in such document.
  • LftClick Edit-Item Encloses the inquiry/order band in editing boxes, allowing you to add, delete or change its data at will.
  • LftClick ShowRequest With editing boxes already loaded and your mouse pointer in the InvoiceNumber box, does the same thing as described three items above (thus, you have this function for when editing boxes are displayed, the other for when they are not).
  • Spacebar RotateStatus With your cursor in the OrderStatus editing box, this causes the indicated status to rotate between "P&A Only," "Ship if I/S" and "Ship or B/O." With it in the Instruction editing box, it causes the instruction to rotate between "Definite," "Tentative" and "Declined."
  • NOW InsertDate When you type these letters in a DateConfirmed or DateReceived box, ServiceDesk will instantly replace them with the actual present date.
  • nD InsertDate When you type a number ("n") followed by "D" in a DateExpected box, ServiceDesk will instantly replace your entry with the date pertaining to that number of days hence.

Other specific commands, particular to individual forms​

These are in general indicated contextually within the forms (i.e., the forms will have command or option buttons for specific tasks, which may be executed either by clicking with your mouse on the command or option button, or by pressing the quick key that is indicated on its face). If you are in a form and are not certain whether some specific command is functional there, and you feel the need to use it, again, try it. In all probability, we've felt the need ourselves, and have already programmed the function in. If you find we have not and feel the function would be useful, let us know and we'll probably add it—and ship you a free upgrade in thanks for your assistance.