Glossary
This is an ever expanding list of definitions for terms within our own products, and the industry. If you find we're missing a term you were looking for, please email us at hello@rossware.com
Callsheets are the absolute heart of the ServiceDesk system, and in particular of its Call Management system.
The visual map of your service area within ServiceDesk. On this map you can see the geography of your region as well as technician schedules, job locations, technician routes, and more.
This is an action that transitions a CallSheet into a JobRecord.
Creating after Job/Saling a CallSheet, this form is for work with jobs that are still pending
At the top of the ServiceDesk main window there is a Menu bar with twelve command buttons. These are arrayed in three banks of four each. This quantity and arrangement is very deliberate. If you look at your keyboard, you’ll see that (somewhat mirroring the buttons arrayed across ServiceDesk’s menu bar), it has 12 function keys arranged in a row just above the standard keys. This is on purpose, as it represents the 12 function keys most keyboards have.
After a job has been dispatched and the tech’s been there, the next task is to report on what happened. There is a well-developed process in ServiceDesk for doing this. We do this via what’s called a PostVisitReport sometimes abbreviated as PVR. Basically, there’s a form for making these reports (called the PostVisitReport form you can access via Alt-F7 or Shift/Alt-F7), which walks you through a dialog asking what time the tech started.
This addon system is to move manual modes of communication with customers to automation via email, SMS, web interfaces, and automated calling. It is to save time, enhance efficiency and convenience, and wow your customers with how modern your company is. It has many features ranging from online scheduling to automated calling.
This is the mobile app for in-field technicians. It allows the technician to view his/her schedule, details about applicable customers, conduct PVRs, charge customers credit cards, and much more.
The textual view each of your scheduled appointments where you can edit or change them, add or remove items, and perform many other tasks.
These are parts which you do not normally keep as stock in your inventory. They must be ordered/requested specially for a job.
The basic idea behind the UnitInfo system is simple. During any machine’s lifetime, you may have occasion to work on it multiple times. The UIS is a simple form you fill-out and which thereafter maintains the critical ID info that pertains to a particular machine. From then on, any job you do on that machine (regardless of for which client), you simply attach that same sheet to any new such job.
This system allows you to divide your service area into any number of Zones, and indicate the quantity of jobs that may be scheduled for each zone on any given day (or for a particular segment of day, if preferred).