ServiceDesk 4.8.44 Update 01/04/18

Many people have asked for this. 

You've learned to rely on one or more automated systems.  Maybe it's SD-MobileLink, which (assuming you are using the Mobile system) must be running to keep your techs updated with live information regarding work they are supposed to do.  Maybe it's SD-CyberLink, which (assuming you are using SD-CyberOffice functions) must be running to provide live service to your customers who are seeking to book jobs online.  Maybe it's SB-DispatchLink, which (assuming you wish to have live integration with ServiceBench) must be running to keep ServiceBench informed of your availability for scheduling, informed of the status of each job they have prior dispatched to you, and to download new dispatches they create for you. 

It might be one or more of these utilities, or, potentially, any of several others.  The point is, these systems need to be kept running, for, if they are not, needed communication processes will not be occurring in real time, as they need to occur. 

In some instances a user at a station where such a utility is running may inadvertently close it.  In others, the computer itself might shutdown.  In still others, the utility might have encountered an issue that internally prevents it from continuing in performance of its work. 

Regardless of cause, when any such utility is not doing its work, it's possible you, your employees and/or your customers might suffer frustration, prior to realizing and addressing the cause. 

That's what this new system is designed to address. 

In particular, it allows you to specify the systems that you are depending on and want to have watched.  Based on that specification, it watches for you, and will proactively inform you if/when it detects that any such utility is not actively performing its work. 

The heart of this new system is a new interface in ServiceDesk that we call the "Systems-Sentry" form.  To access it, click on File Functions in the ServiceDesk Main Menu, as shown here, then on a new menu item:

This (or at least something rather similar) is what you will then see:

As you can see, the interface lists each of the automated-functions and/or separate utilities you might want to have monitored (an item will show in red if its box is checked and if the amount of time since its last cycle is excessive).  You may simply check the box next to each/any item that you wish to have actively monitored.  In the section immediately below the selection area, you may further indicate the method (or methods) that you wish for the system to use when alerting you. 

If you choose to be alerted via a message dialog box within ServiceDesk itself, you'll see a message that looks similar to this:

If you choose to be alerted via an email, you'll receive an email that looks similar to this: 

If you choose to be alerted via a text message, you'll receive a text that looks similar to this:

To be more precise, you'll receive such an alert if/when any item that's been activated for monitoring fails to show ongoing timely work.  In particular, it will happen when a subject utility does not show active work for one hour or more, or when an activated and automated system in ServiceDesk (such as, for example, the Auto-Archive system) does not show active work for 24 hours or more.

Accounts Receivable records (aka A/Rs) records are not kept (at least they are not kept as such) after they are paid in full.  The purpose of any such item is to show you have an outstanding expectation for payment.  Thus, once such an item is satisfied, there is no longer any direct need for it.  Regardless, it's nice to have a log that maintains information regarding such records as did exist, prior to their demise.  

That is the purpose that has until now been behind-the-scenes served via an otherwise obscure file called ARsRetired.txt.  The thing is, there has been no direct-provided access to the data in this file.  When and if you encountered the odd-situation need for its information, you'd need to independently locate and open it, when search within its data for the item of your interest. 

Now we've re-structured that file (it's now called ARsRetired.csv), and made its contents directly available from within ServiceDesk.  In particular, in any action where you've requested to see any such A/R records as are connected with a particular job, the system will offer to further look into this data store.  Thus (and as an example), you could receive information that an A/R record for Inv # 12345 was retired as fully paid on XYZ date, and with inclusion of such notes as existed in the record prior to its retirement, its total amount, etc. 

• In the A/Rs Review form (F3), added ability to search on basis of A/R amount.

• When you're composing an SMS text message in the SD-Mail interface, the system will now warn if you're approaching or exceeding the 160-character maximum.

• Made it so pseudo-appointments now default to a JobCount value of zero (formerly they defaulted to a JobCount of 1, just as with standard appointments). 

• Made it so the Notes sections in the Rolodex (in particular, as applicable to Companies and Persons) will not automatically save user edits (the need arose because sometimes people were inadvertently making changes).  Rather, the system will resist saving with any such change absent user confirmation that saving is wanted. 

• Made it so you won't be pestered about overbooking a zone pocket when editing an existing appointment, if that edit does not move the appointment to a different scheduling pocket, and if the pocket that it's in was already overburdened (formerly, any change in the timeframe would result in potentially being pestered). 

• Corrected the unintended (and formerly not known) fact that appointments as present in Hibernated Callsheets were not being counted against availability.  Thanks to Paul Manning at Sharper Electronics for bringing this matter to our attention.