ServiceDesk 4.8.62 Update 05/29/18

A reader may think this entry should be in the SD-Mobile WorkDiary, since it directly pertains to that system.  However, ServiceDesk is in fact the place where these new settings capabilities will be managed, so it makes very good sense to describe the new wherewithal here (don't worry; we'll also mention it in the SD-Mobile WorkDiary). 

For context, over the years the SD-Mobile system has accumulated a plethora of options whereby a manager may, according to preference, specify a bunch of different elements of interaction that govern what the company's techs can and/or must do within the Mobile environment.  These options are all set from within a particular section of the SD-MobileLink program, as shown here:

A particular thing to note about such settings, has shown above, is that whatever is set by the manager is going to apply to each and every technician in the company.  There is no ability, for example, to turn on PVR enforcement for one or more technicians that particularly need it, while leaving that disciplinary feature turned off for technicians that need no such discipline. 

Now we have now changed that.  In particular, please go into the ServiceDesk  form (Ctrl-F1 is the shortcut) and click on any particular technician's name (within the roster of technicians) so as to expose that tech's window.  Upon so doing, you'll see there is  a new button in the section of the

Now, please click on the new button as shown above, and you'll see this new interface:

As you can see, the main body in this new interface looks very much like that section as above shown from within SD-MobileLink, and you have the option, in regard to any particular tech, of deferring to such general settings as are there specified, or to set specially and specifically for the selected technician (if you switch to that option, all "borrowed-from-SD-MobileLink" options become enabled so that you can set per specific preference). 

If you're wondering, yes, if set with the first option this interface will display with such settings as you have specified in SD-MobileLink.  If changing to set specially for a particular tech, it will first show with those same settings, and you can change from there as desired. 

Caveats:

1. If your settings in SD-MobileLink are other than original/standard default, the "defer-to-standard" mode in this new interface will not show your particular general settings until and unless you have updated SD-MobileLink to Ver. 2.0.86 or above, and allowed it to cycle at least once (otherwise it will show original/standard defaults). 
   

2. You must likewise have your SD-MobileLink updated to Ver. 2.0.86 or above in order for it to see any such particular-to-tech settings as you have created, and for it to port this information outward to each involved tech's system. 
   

3. For techs using the Windows version of SD-Mobile (aka SDM-w), they must be updated to Ver. 2.1.8 or above (older versions are not coded to get and use the new and specialized information). 
   

4. For techs using the iOS version of SD-Mobile (aka SDM-i), we are still working to upgrade some background processes that will enable their interfaces to get and use the new information (ETA on that is later this week). 

Are all of your technicians male? 

If yes, this will not have been a concern for you. 

To be sure, right within this WorkDiary, I often use male pronouns when referring to technicians.  It's easy that way, and it fits, likely, 99 percent of the time. 

But not all of the time. 

Fred's Appliance in Ohio happens to employ an excellent female technician.  Adam (from Fred's ) pointed out to me how certain language in the appointment confirmation process comes across very poorly for appointments that are scheduled for this female tech, especially where Fred's has configured so that their confirmation-request emails include a picture of the assigned technician, and in this case the picture very obviously shows a woman.  Imagine seeing such a picture, with text just below such as:

• "We estimate he'll be arriving . . ." ‍‍

and

• "He's scheduled to work on the following . . ."

Imagine the customer clicks on the link to confirm, in the resulting online interface does confirm, and in response receives an automated email that includes:

• "We appreciate you confirming your appointment.  It allows us to dispatch the technician with increased confidence that when he arrives at your doorstep, there will be a successful connection."

To address this issue, we've added a new field that may be used in configuring this text.  The default text has already been configured to use the new field.  If you're using customized text, you can update your customized text to use it as well (yes, the  manual has also been updated to show potential use of the new field).  The new field references, simply, the applicable technician's,  and allows for a change from such examples as shown above to the following instead:

• "We estimate Corina will be arriving . . ."‍‍

and

• "Corina is expecting to work on the following . . ."

Besides the fact this change avoids the gender pronoun difficulty, I like that it also makes the language more direct and personal. 

In regard to the email that's sent by SD-CyberLink after the customer completes confirmation, applicable language there has simply been changed from what's shown above to this instead:

• "We appreciate you confirming your appointment.  It allow us to dispatch the technician with increased confidence that, when arriving at your doorstep, a successful connection will be made."‍

This change in the SD-CyberOffice-sent email will require updating to its Ver. 4.5.62 or above. 

If, in a current-JobRecord form (F7 is the shortuct), you do a Ctrl/Right-Click within a customer's address box, you will now see something new.

Specifically, you will see the StreetList dropdown appear, similar to when you are typing a street name into a Callsheet. 

We made this function to make transition easier whenever a user updates to a re-designed map wherein the old grid system is no longer controlling, and, thus, presently in-use references need to be changed so as to match the new system.  It might be useful in a few other contexts, as well. 

When you pick the applicable street from the dropdown, the system will insert its coordinates.  Simultaneously, it will look for any pending appointments, and offer to update such coordinates as attached to them, as well.   

‍

Customizing text as presented to customer.

If, in a current-JobRecord form (F7 is the shortuct), you do a Ctrl/Right-Click within a customer's address box, you will now see something new.

Specifically, you will see the StreetList dropdown appear, similar to when you are typing a street name into a Callsheet. 

We made this function to make transition easier whenever a user updates to a re-designed map wherein the old grid system is no longer controlling, and, thus, presently in-use references need to be changed so as to match the new system.  It might be useful in a few other contexts, as well. 

When you pick the applicable street from the dropdown, the system will insert its coordinates.  Simultaneously, it will look for any pending appointments, and offer to update such coordinates as attached to them, as well.