ServiceDesk 4.6.15 Update 06/24/12

Recently ServiceBench introduced some new claim fields, that allow us to now provide more information as connected with each claim.  This release of ServiceDesk will upload in the new format, and is needed for all ServiceBench claims henceforth, as it's this new format their system is now expecting. 

Among the new fields that will now be uploaded is a "Date Started" field.  This is different (and to be distinguished) from the long-standing "Date Call Taken" (aka OriginDate) field.  Its purpose, in part, is to allow improved metrics on service company performance.  For a long time, servicers complained that in many instances longer cycle times were induced by the fact a consumer requested a first appointment that was many days (sometimes weeks) out.  Where the only measurement of cycle time was a comparison between OrginDate and CompletionDate, this kind of situation was indeed sinister.  The new field is intended as an indication of when the tech first walked into the customer's home, to begin work.  A comparison between that date and CompletionDate can be significantly more meaningful. 

Within SD's on-screen NARDA, we've jostled the boxes a bit to accommodate some of the new stuff.  Here is one comparison:

Old section areaNew section area

If you look carefully you'll see there is also a new CustomersEmail box.  We have not currently coded for this box to auto-fill with importation of a job to the NARDA, as it's our estimation servicers may typically not wish to share email addresses (such as they may have collected) with underlying ServiceBench clients.  If you fill-in the box with an email address, it will nevertheless transfer to ServiceBench (in other words, for the time-being we are leaving this field for you to fill-in manually, if it's a piece of information you want to upload). 

Another difference in the new format is that, where COD jobs are involved, ServiceDesk can now (assuming such information is provided in the NARDA) upload information concerning amounts charged and monies collected (if you do not desire to so upload, simply leave this info absent from within the NARDA).