The Service Monitor 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 the appointment in the Service Monitor window. The Service Monitor has an automatic refresh option to update the screen with the most recent appointment information.

Viewing the Service Monitor

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.

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.
   • 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
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.

   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:

Use the following table to identify each expiration indicator and the associated expiration time.

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.

Entering Guaranteed Times and Dates

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.

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 Filter 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.

1. On the Service Monitor window, select the Preferences icon to the right of the Search Date field.
2. Complete the filter fields. 
   • Technician
   • Technician Team
   • Call Type
   • Call Status
   • Service Area
   • Priority
   • USER-DEFINED
   • USER-DEFINED
3. You can select to include appointments for Completed, Closed, MCC, and Quotes as part of your filter selection. 
4. Select OK.

Viewing Appointments on the Service Monitor

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.

Clearing Appointments from the Service Monitor

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.

1. 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.

2. In the Time Stamp window, select the clock button in the appropriate timestamp field or type an entry in the Stamped Time/Date field. 

   Remember, if your timestamps are connected to appointment statuses, then as the appointment statuses change, the appointment is automatically time-stamped.

3. Select OK. If you have guaranteed times for all five timestamps, the appointment must have all five timestamps met before it is cleared from the Service Monitor.

Updating Timestamps After Rolling Calls Forward

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.

1. 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.
2. In the Time Stamp window, type a new entry in one or more of the Guaranteed Time/Date fields.
3. Select OK.

Printing the Service Monitor Call List

Select the printer button in the Service Monitor window to print the Service Monitor Call List, which lists all appointments currently displayed on the Service Monitor.