ServiceDesk

This feature's purpose is to provide an added tool via which hands-on managers can more effectively minimize average Turn-Around-Times (TAT) -- define...

Thanks to an integration with Service Company Solutions (SCS), you can now view and listen to recorded telephone calls from within ServiceDesk! In bot...

POTS stands for “Plain-Old-Telephone-System.” It refers to the kind of system that preceded the Internet. (Since the internet became so ubiquitous, th...

This document was created to help you understand how ServiceDesk prices parts. The ultimate purpose is to help you get precisely the prices you want i...

Please note this manual has a companion/counterpart in the  Auto-Dialer Handbook . Arguably, one handbook might have incorporated instructions to cove...

This feature adds a Notice section (aka "Bulletin Board") to the right of the Callsheets in your standard ServiceDesk interface. Here's an example: Op...

There are instances where a job may contain more than fifteen parts used for the repair. This guide will assist you through the process of handling th...

To create an Ad List for your standard Source of Business survey, follow the steps below. Open the SD_Tools program (located in your SD folder). Se...

ServiceDesk has a plethora of exports, available from a variety of contexts. From day one, it’s been our practice to add exports as users request them...

For a video covering this topic, please visit https://help.rossware.com/en/articles/754624 This flow chart visually represents the steps of editing t...

Rossware systems offer a plethora of automated and semi-automated customer communications (whether by email, SMS, or robocalling) that are specificall...

From an early stage, we’ve included in ServiceDesk’s Finished-Forms the ability to use graphic images as part of the “printed” output. Typically, grap...

If you use ServiceDesk and have a large operation with multiple dispatchers and technicians, your DispatchMap may become cluttered with various routes...

A quick reference list of the Function Keys with Modifiers and what they do. No Modifier F1 - Item Find F2 - Time Clock F3 - Accounts Receivable F4...

You can adjust the quantity of days before a WipAlert is generated for JobRecords in specific statuses. Open the Notepad program or other similar simp...

When invoking Graphhopper from the DispatchMap, all techs for a given day (ALT+O) or individual techs (CTRL + SHIFT + Left Click on Tech's Name > H) T...

This article will describe what conditions need to be met in order for ServiceDesk to display a clock-in prompt when starting ServiceDesk. In order to...

Effective 8/22/11, SBDL inserts the SB DispatchID number in both traditional locations and in the MoreInfo section of each dispatch-related Callsheet....

To perform the Inventory Import, please prepare an Excel-based spreadsheet document with the inventory information you will import. The Excel document...

ServiceDesk is not meant to replace your current financial accounting system for tasks like writing checks, recording expenses, calculating depreciati...

Though something of an accounting nuisance, parts credits are not a nightmare. We must understand what we’re dealing with. Let's compare two different...

Occasionally, it may be necessary to rebuild your indexes manually. For example, if the ServiceDesk responsible for running the AutoArchive was not al...

If you did not already know, SD's ZoneScheduler system allows you to divide your territory into multiple zones (any quantity between 1 and 30, with ea...

If you are at home or on vacation and want to do work in ServiceDesk (or within anything else that’s installed-on or is otherwise available from wit...

This feature was added September of '09, and the first thing we want you to know is: There’s a very strong chance you don’t need it. After all, hundre...

Though something of an accounting nuisance, parts credits are not a nightmare. We simply must understand what we’re dealing with. First (and by way of...

To create the file: Open a new document in Excel; Use a single line with three columns for each part number you want to call attention to. In the firs...

Any business that is today still hand-writing basic order information onto its invoices is, well, not exactly modern. With ServiceDesk, in contrast, y...

The electronic Rolodex was added to ServiceDesk in February 2010. It may be accessed via File Functions in the Main Menu, or via the quick key F4 . T...

Introduced in March 2020, this new feature enhances ServiceDesk's capabilities beyond routing-sequence optimization. Previously, the system could only...

The Security Settings Form creates and administrates user permissions for password-protected SD-Security contexts. Access the Security Settings Form b...

A feature called the Auto-TimeFrame-Estimator can be accessed via the DispatchMap. This is useful for operations that initially schedule customers for...

This article outlines a few key points regarding Marcone Direct Ordering. Press F8 to bring up the Special Order Parts Screen. Then, select " Items ...

Access the Margin Calculator by pressing Shift + F10. You can customize markup curves by adjusting two simple variables in the system. These variable...

This is a delicate procedure that cannot be reversed! This guide will show you how to move job records from one department to another. Remember, depar...

From the start in ServiceDesk, there has been a simple list of your vendors. This list lets you choose from a drop-down when you order or receive an i...

Please follow these steps to set up your automated communication preferences. Press CTRL + F1 Click on the blue button labeled " Setup for Automated ...

The general idea, for this feature, is you’re going to the website of a parts vendor to order parts. In ServiceDesk, you’re using the F8 PartsProcess ...

To create a spec-tag click on ' Tag Part for Visit ' in the JobRecord. Make the appropriate selection. If you are tagging the part for the job but le...

This feature was added September 2012. Its creation was triggered by anew (and very large) user that had an extremely complex compensation plan. Diffe...

The MasterPartsPlan ( CTRL F10 ) in ServiceDesk allows you to indicate minimum planned quantities for a part anchor under the columns labeled " Trk " ...

How often do mistakes with customer phone numbers cost you in time, money, and reputation? What chances are missed because you didn't text a customer'...

Managing Sales-Tax Liabilities in ServiceDesk ​ For many, sales tax matters are easy. For many others, they are not. It depends on what the applicable...

In June of 2002 we introduced a new method for scheduling and apportioning appointments. The immediate impetus for this development came via servicers...