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1. From the main Schedule window, select the Service Monitor button located above the Schedule Board.
2. The Service Monitor window displays the following columns. You can use the Column Chooser to remove columns.
   • Icon: Displays the SLA icon and color that also are on the Schedule Board.
   • Remaining: Indicates the number of minutes remaining until the expiration time.
   • Expiration: Displays the expiration date and time of the call.
   • Service Call InformationThe other columns display information from the service call(s):
     
     • Service Call Number
     • Date
     • Type
     • Technician
     • Priority
     • Contract Number
     • Status
     • Location Name
     • Description
     • Hours
     • Problem Type
     • Service Area
     • USER-DEFINED
     • USER-DEFINED
     • Affiliate
     • Region
     • Branch
3. Select the Options button in the Service Monitor window.
4. Select to display either the Minutes Remaining Before Expiration or the Actual Expiration Time for each appointment. Depending on your choice, the associated field label in the Service Monitor scrolling window is either Expiration or Remaining.
5. Enter a frequency, in number of minutes, for updating the Service Monitor window. When the window is updated, the status of all appointments is updated by the amount of time that has elapsed. Tracking of the elapsed time begins each time you open the Service Monitor window. The Service Monitor window is updated automatically each time you select the show/hide detail button in the scrolling window. At that point, tracking of elapsed time restarts.
6. Enter the number of minutes for updating the expiration status of appointments displayed in the Service Monitor window. The notification process determines the point in time (in relation to the actual expiration time) when the expiration indicator should change to a cautionary or warning status for each appointment.
7. Select whether to enable the timer. To improve performance when the Service Monitor is running on a server, you can disable the automatic timer feature. The automatic timer controls the Remaining/Expiration fields and the graphical display field on the Service Monitor. Mark the Enabled checkbox if you want to use the automatic timer.

8. Define audio signals. The Service Monitor is shipped with predefined audio warning and caution signals; however, these sounds can be changed. Microsoft Windows contains several .WAV files stored in the Windows Media directory. If you wish to use a different Windows sound as the signal for appointments entering the cautionary or warning state, you can rename the current caution or warning signal, copy the signal you want to use to the Microsoft Dynamics GP directory and rename it as caution.wav or warning.wav.

   Note
   If you don't want to use audio signals for appointments entering the cautionary or warning statuses, you can delete the .WAV files from the Microsoft Dynamics GP directory, rename the files or turn off your sound options using the sound icon on the Windows taskbar.

   
   

Time expiration indicators appear in the left-most column in the Service Monitor scrolling window. Refer to the following illustration:
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Use the following table to identify each expiration indicator and the associated expiration time.

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time

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9
1 to 15 minutes remains until appointment expires.

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Over 30 minutes
More than 30 minutes remain until appointment expires.

For example, let's say you have an appointment that expires at 2:00 p.m. In the Service Monitor Display Options window, you entered 30 as the number of minutes — before expiration — when the stoplight color should enter the caution status. When the system time is 1:30 p.m., the stoplight changes from a green circle to a yellow triangle, indicating that the appointment is in a cautionary state and expires in 30 minutes.

Using the example above, if you entered 15 minutes before expiration as the time to change an appointment's indicator from caution to warning, the status indicator changes from a yellow triangle to a red octagon on the Service Monitor window when the system time is 1:45 p.m.

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If you selected to display the actual expiration time instead of the minutes remaining in the Service Monitor Display Options window, only the indicators change based on your setup options; the time remaining always displays the actual expiration time.

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Entering Guaranteed Times and Dates

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1. Open the Time Stamp window in one of the following ways:
   • In the Service Call window, select Time Stamp.
   • On the Dispatch Board, select an appointment and select the clock button in the Work ID field.
2. Complete the Guaranteed Time/Date fields and select OK. The appointment now appears on the Service Monitor. If you enter time/date information in more than one Guaranteed Time/Date field, the earliest time/date drives the Service Monitor.

Setting

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Filter Preferences

In the Service Monitor

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In the Filter Preferences window, you select values to restrict the information that displays displayed in the Service Monitor scrolling window. If you don't make any entries in the Filter Preferences window, all service calls with appointments scheduled for the current day display.

1. Select Inquiry > Service Management > Service Monitor.
2. Select the Preferences buttonOn the Service Monitor window, select the Preferences icon to the right of the Search Date field.
3. Complete the filter fields. The Filter Preferences window is used to select filters for the Dispatch Board and the Service Monitor. If you make changes to the filter preferences for the Service Monitor window, those changes are applied to the Dispatch Board and vice versa. The Priority field is available when the window is opened using the Service Monitor but not when it's opened using the Dispatch Board. The Date Range field is not available when the window is opened from the Service Monitor. Filters, or restrictions, can be entered for each user and the appropriate appointments will display. For example, a dispatcher may be assigned to enter and follow appointments for a specific technician and may want to view appointments for that technician only. You can view appointments for all technicians or for a single technician.Once you've entered filters, you can select to include appointments for completed and closed calls  
   • Technician
   • Technician Team
   • Call Type
   • Call Status
   • Service Area
   • Priority
   • USER-DEFINED
   • USER-DEFINED
4. You can select to include appointments for Completed, Closed, MCC, and Quotes as part of your filter selection. Additional global filters — Branch Name, Affiliate, Region, and Branch — can be selected here as well. 
5. Select OK.

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