The Service Monitor works with service level agreements (SLAs) and visually displays service call data by the icon for the call type. The Service Monitor displays the appointments associated with the service call. The associated service call can be accessed by selecting right-clicking the appointment and selecting Open Service Call in the Service Monitor window.
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SLAs are set up and assigned to a customer's location in Signature. SLAs automatically calculate response times for all five timestamps of a service call. When a service call is created, the response times are calculated. As the service call guaranteed time nears expiration, the user is visually alerted on the Schedule Board. Service level agreements are not used with MCC calls. For detailed information on setting up service levels, see Using Service Level Agreements (SLAs) in the Signature documentation. |
The Service Monitor has an automatic refresh option to update the screen with the most recent appointment information.
Viewing the Service Monitor
The The Auto Refresh Rate and Status timeframes are set up in the Service Leval Agreement Options in Schedule Settings. See Setting Up Schedule Configuration. The lower right corner of the Service Monitor window displays appointments concerning their expiration status and has an associated Preferences window where you can select display options for those appointments.the date and time the window was last updated.
Access the Service Monitor
From the main Schedule window, select the Service Monitor button located above the Schedule Board.
The Search Date field in the Service Monitor window displays the current date; however, you can select a different date. Only the calls created on this date are displayed.
The following columns. You can use the Column Chooser to remove columns.
Icon: Displays the SLA icon
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by the color defined in the Service Level Agreement Options in Schedule Settings.
Remaining: Indicates the number of minutes remaining until the expiration time.
Expiration: Displays the expiration date and time of the call.
The 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
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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.
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| 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. |
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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 want your appointments to appear on the Service Monitor, you need to enter a time and date in at least one of the five Guaranteed Time/Date fields in the Time Stamp window. This time determines the expiration time of the appointment.
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If a service call is assigned to a maintenance contract that has a service level agreement, the guaranteed time/date will be automatically calculated and the associated appointments for MC calls automatically display on the Service Monitor. |
- 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.
- 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 Filter Preferences
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Defining View Preferences
In the Service Monitor Preferences window, select values to restrict the information displayed in the Service Monitor window. If you don't make any entries in the Preferences window, all service calls with appointments scheduled for the current day display. Your selections in the Filter Preferences window serve as defaults each time you open the window; only appointments that fall within those filters display. The preferences set in the Service Monitor Preferences window are displayed in the lower-left corner of the window.
On the Service Monitor window, select the Preferences icon to the right of the Search Date field.
Complete the filter fields.
Technician
Technician Team
Call Type
Call Status
Service Area
Priority
USER-DEFINED
USER-DEFINED
You can select to include appointments for Completed, Closed, MCC, and Quotes as part of your filter selection.
Select OK.
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Your selections in the Filter Preferences window serve as defaults each time you open the window; only appointments that fall within those filters display. |
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The Service Monitor window displays up to 38 appointments in the scrolling window. You can view the maximum number of appointments by closing the Filters window and then maximizing the Service Monitor. Inquiry > Service Management > Service Monitor.
The setup options you enter in the Filter Preferences window are reflected in the Filters window, which appears directly above the Service Monitor. You can open and close the Filters window by choosing the Show/Hide Filters button in the Service Monitor scrolling window.
Appointments are also identified in the scrolling window by their associated call's call type. Call types are set up and assigned colors in the Call Type Setup window. See Setting Up Call Types.
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The Service Monitor is driven by the guaranteed time in the Time Stamp window that expires first.
To meet your guaranteed times and clear the appointment from the Service Monitor, you must timestamp the appointment in the Time Stamp window.
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- On the Service Monitor, select an appointment and select the clock button in the Remaining field.
- 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.
In the Time Stamp window, select the clock button in the appropriate timestamp field or type an entry in the Stamped Time/Date field.
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Remember, if your timestamps are connected to appointment statuses, then as the appointment statuses change, the appointment is automatically time-stamped. |
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If you've rolled forward outstanding service calls and appointments from a previous day, the Time Stamp window reflects the previous day's date and time. Therefore, the Guaranteed Time/Date of each appointment must be changed to reflect the new day's schedule.
- Open the Time Stamp window in one of the following ways:
- On the Service Monitor, select an appointment and select the clock button in the Remaining field.
- 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.
- In the Time Stamp window, type a new entry in one or more of the Guaranteed Time/Date fields.
- Select OK.
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Filtering and Sorting Data
For information about temporarily filtering, grouping, and sorting data, see Filtering and Sorting Data.
Icons on This Window
Icon | Description |
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 | Preferences: Select to open the Service Monitor Preferences window where you can select values to restrict the information displayed in the Service Monitor window. Your selections in the Filter Preferences window serve as defaults each time you open the window; only appointments that fall within those filters display. |
 | Refresh: Select to manually refresh the Service Monitor window. If you have defined the Auto-Refresh rate in the Service Level Agreement Options window in Schedule Configuration, this window will automatically refresh. |
 | Column Chooser: Select to open the Column Chooser window to hide or show columns in the Service Monitor window. |