SedonaFSU Web Edition only worked with Internet Explorer which is now no longer available. This how to document is kept for historical reference purposes.
Overview
The Purpose of this guide is to provide Users of SedonaOffice an understanding of the SedonaFSU Web’s (Field Service Unit) functionality and features. SedonaFSU Web is a web based field service unit device that allows your technicians to complete service, view and update inventory and other data instantly, while working through a service ticket. Any information the technician saves will be immediately updated and appear on customers SedonaOffice company database.
Requirements
The Web app that your technician will log into is dependent upon Microsoft Silverlight. To access this app you must use a Desktop, notebook, netbook or tablet running Windows XP SP2+, Vista, Windows 7, Windows 10, OS X 10.5 or Greater. You may try some of the following Operating Systems and Browsers Internet Explorer 11, FireFox, and Safari. (Microsoft Edge Browser does not Support Silverlight, Google Chrome No Longer Support Silverlight as well) Sedona FSU can communicate with your home office with some type of broadband connection via Wi-Fi, G3, G4, Wi-lan, etc.
Connect to FSU WEB
To Connect to FSUWEB you must select the proper time zone. This will be important for data accuracy when entering your departure, arrival, and dispatch times.
Eastern Time,
https://sedonafsueast.sedonaoffice.com
Central Time,
https://sedonafsucentral.sedonaoffice.com
Mountain Time,
https://sedonafsumountain.sedonaoffice.com
Arizona Time,
https://sedonafsuarizona.sedonaoffice.com
Pacific Time,
https://sedonafsupacific.sedonaoffice.com
FSU Web Login
Once a customer shows interest in the FSU Web and notifies us of their intent to use the product, we activate the customer so they can add the technicians on their own using the technician management tool. Once they add a tech they simply need to email the first name of the technician to support@sedonaoffice.com. The FSU Web Login page appears as below for the technician:
Customer Number
Enter in the company number that all of the technicians will use when logging into the FSU.
Company Name
Enter in the company name
User Name & Password
Each technician will receive a username and password selected by the user during the installation. After the install, using the technician management tool the user can add individual technicians and set a unique password per technician. You must only notify SedonaOffice with the name of the technician and company for a first time activation. Once the technician has logged in successfully the browser will store all the values except the password so that they will come up automatically in the future. Be sure to write down all FSU Web Edition Login information in case the information does not display when logging in.
Service Ticket Display
When first logging into the FSUWeb; a list of tickets and Jobs assigned to that technician will display. The tickets below are scheduled for the day the technician chooses to view. To work in a particular ticket or job, highlight the row in the upper tier then click on the “Go to Service” button located in the center under the technician with the wrench. The ticket will contain the following information: 
Date & Time
The dates and times that the tickets are scheduled for are listed. These are set dates and times, and, if incorrect, must be changed through the SedonaService module or reschedule tool.
Ticket/Job
This will show the work order number for the ticket or job your technician will be working on.
Name
The name of the customer you are providing service for.
City & Address
The sites city and address will be listed to help your technician locate the service site.
Problem Code/Task
This is the problem code or task that is selected when a ticket is being created.
Status
Status lets you know the progression of the ticket; Resolved, Completed, In Progress, Etc.
Ticket Details
Gives your technician a snap shot of the ticket detail on the home screen. The technician simply selects the ticket from the schedule, and opens/closes the detail to see more information.
Service Ticket Calendar
In the bottom left side of the service ticket, the Service Ticket Calendar will be displayed. This tool allows for easy navigation amongst scheduled tickets. The days that have an X through them have no scheduled tickets for that specific day. Days that do not have an X through them have at least one ticket scheduled. The gray shaded day is the current day. The blue selected day is the date of the service tickets you are currently viewing. The days you can see in the past and future are assigned per technician in the technician management tool.
Site Mapping
While the technician is in the home screen they may click on the “Map” checkbox to view the route to different site locations of two or more tickets.
Maps
In the bottom left of the technicians home page to the right of the “Action Bar” is the “Map” tab, allowing you to select 1 of the 5 various websites to view your route. Select the appropriate site you would like to use (Google, Bing, Yahoo, MapQuest, and RandMcnally) and then click the “Map” button to the right.
After you have checked off the service sites you would like to map and picked the appropriate webpage, select the map button located in the bottom right of the “Map” tab.
This is a webpage (Google Maps) of your site locations providing a detailed route to the appointment sites.
Miscelaneous Appointments
Next to the “Map” tab in the bottom right is the “Appointments” tab listing miscelaneous appointments that were created in the SedonaService Module. These will list the type of appointment, date scheduled for, and start/end time.
Reschedule Tickets
SedonaFSU Web Edition now allows the ability to select a new appointment time and appointment date. A technician has the flexibility to change the time to earlier in the day or later. They may also reschedule the appointment to any date in the future. These changes will update immediately on the FSU Web Edition and will also update the SedonaOffice Service Module. The permission to reschedule appointments is set in the technician management tool.
Calendar
The area below the calendar icon will allow you to pick the proper date that your ticket is being rescheduled.
Time
The clock icon below allows you to pick the specific time you would like to reschedule your ticket for.
Ticket Selection
To the right of the calendar you will find the display above. The icon below the Service Ticket number displays the specific type of appointment that is selected (job or service). The red wrench indicates a service ticket.
A job is displayed as the icon below:
Go To Service
To drill into a ticket you select the date from the Calendar, highlight the ticket you would like to work on from the scheduled list, and select the “Go to Service” button.
Ticket Detail
The ticket detail displayed below will go into full detail of the ticket, very similar to the view in the Service Module.
System Information
A list of system information is available: the system account number, system type, panel type, and the next inspection date (if applicable) are listed in the area.
Site Information
This has the phone number and map code of the site and also if any warranty exists on the system and when it expires. A warranty override is available farther along in the progression of the ticket.
Contact
Listed is a customer contact that has been left if there is any need to call the contact for this ticket.
Problem Code & Service Level
The problem code and service level are listed a long with the estimated length of time. This is selected when a ticket is created, a ticket may not be created without a problem code.
Customer and Site
In the top left you may view the site and customer address. The customer address displayed will be the primary mailing address for the customer and not necessarily the correct billing address.
Save Data
Throughout the ticket process, you will make changes and additions to the ticket. The application has a “Save Data” button that will appear to make all changes permanent. You must click this button to adequately save data for this ticket and for it to be saved for your dispatcher to view.
Home
Selecting the “Home” button in the top right will save all information added to the service ticket. After any information is entered you HAVE TO click “Save Data” or hit the “Home” button to save entries or they are at risk to be lost.
Progress Bar
The progress Bar is located on the left hand side of the ticket display. As the technician works through the ticket the progress bar will move to the appropriate stage.
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Appointment Tab
The appointment tab allows the technician to easily configure the hours that have been spent on site. It allows for the entry of dispatched, arrival, and departure times, and notifies the dispatcher within seconds on the dispatch board. After the time is entered for each appointment the “Save Data” button must be clicked in the top right as we discussed on the previous page. The time on site will be displayed in the bottom of the page. The times entered may be changed by the technician until the ticket is resolved. Dispatched, arrival, and departure times may always be modified by a dispatcher as well in SedonaOffice Service module.
Dispatched, Arrived & Departed
For each of these specific displays you must click on the white button located to the right. This will put in the current time for your selected time zone. You may edit any of the times prior to resolving the ticket. After putting in all of the times spent on this specific ticket, in the bottom to the absolute amount of time on site before the company billing rules are applied.
Notes Tab:
The notes tab permits you to read all of the notes recorded for this ticket. This can be very useful should a ticket take a long time to resolve, or if it has multiple technicians involved. Information can be stored within a ticket from SedonaOffice Service Module, as well as any new notes created from the field. The notes created on each ticket are available for the technician to view later when working on other tickets for that specific customer.
To Enter a Note:
- Select an Access Level. (The technician may view or add notes based on his access level granted in the technician management tool)
- General will create a note that will be visible for any user that has access to level 1 notes. This is typically information useful for a customer, or justifies work done on site should be classified as General. A customer will be able to view these notes if using SedonaWeb add-on module.
- Internal will create a note which is available to your employees only. Internal notes are used for technical insight, passwords, or property information.
- Create the note in the space above, located below the access level. Notes can be saved by clicking on the save button below the note.
- Notes can be read by clicking on the note summary above the access level selection box. In order to clear the display after reading, you must click on the “New” button
Parts Tab
When you open the parts tab, the parts already added to the ticket will be shown in the blank list above. If the service doesn’t require a part listed, you can remove it by hitting the delete button. This action is immediate and is not reversible at any time.
Equipment:
The equipment button opens up a window that lists a display of all equipment previously installed on the system. It is a list of all equipment that was installed at the “site” and “system” that your ticket was written for. If you are going to replace a part on a system (with a comparable or same part) you can select for the part to be removed. The removed equipment will be highlighted in red in the ticket in SedonaOffice Service Module.
Parts Button and Search:
With the parts tab you may search for any available parts that you will be adding to the ticket. Since there are a large number of parts available, you may limit a search by (Part Code, Price, or Description). You may also select the new checkbox “Only Parts In Stock” to filter the parts on the search to only show those that have quantity in stock.
To select a part from the list:
- Select the part(s) from the list by checking the check box in the first column(Select)
- Select the quantity in the quantity column
- In the location field you may enter a specific location (Front Door, 1st Floor IT room, NE Camera Pole, Etc.)
- If it is a serialized part, you must select the serial number for the part you will be installing.
- Select “From Stock” if the part installed is from your van (warehouse) inventory. If the part was purchased with a PO for the Job, remove uncheck the “From Stock” check box.
Parts with Negative Inventory
For those enforcing no negative inventory, FSU Web will review existing on-hand quantities when a part is selected and not allow it to be used if it's not in the warehouse. A part might list on hand new quantity for a warehouse at 3. If a technician selects a part, and then ups the quantity to 4 or more, FSU Web will not allow the part to be used; will issue both a message and a log entry. FSU Web checks to see if this option is enabled beforehand.
There are three conditions that must be met when a part is added:
- The Technician’s service company must be setup to expense inventory.
- The system setup not to allow negative inventory.
- The On Hand New quantity for the particular part is less than the number of parts you try to add.
After all of the above is completed, the technician will not be allowed to add a part that allows inventory to go negative. When they attempt to do this they will receive the error message below.
Other
The Other tab allows you to add any other miscellaneous charges. You may specify your search by using the options in the section labeled “Search Criteria”. To enter the charges just select the checkbox to the left of the appropriate item and hit select to add it to the billing.
History
The History tab shows all service history for the customer. You may highlight a ticket and view the notes that were saved for each ticket. You may also view the Resolution Code used, technician, ticket number, problem code, and the date the appointment was created.
Resolution:
All tickets need a resolution to determine the course of action after the appointment site visit. The Resolution Code sits in the Appointment Tab. If the ticket is resolved and needs no further action, you can check the “Resolves Ticket” checkbox. If you were unable to resolve the ticket and additional time or equipment is required put it in the “Go Back Queue”. From this queue the dispatcher can reschedule another appointment or add a second ticket.
Resolution Note
The resolution note created by the technician will display on the invoice if chosen to attach in SedonaOffice.
Resolution Code
The Resolution messages are set to account for the possible outcomes of a ticket. The codes and their description are created for each companies service levels. These resolutions codes will vary by company. Certain resolution codes are billable, while others are not.
Labor Tab
The labor tab allows a manual alteration of time and rates on the invoice. It will show the hours and rate that are set standard for the company. It can also include a trip charge as well.
Current Appointment
Lists the billable labor, applied to the service ticket, from the current appointment the technician is working on.
Multiple Appointments
Service labor from ALL appointments is now included in service labor totals. For those with many go back or multi-tech schedules this can be essential with managing labor.
Trip Charge
A trip Charge can be added or overridden if it is in accordance with company pricing procedures. There is a checkbox available for you to add or not add to the billing. The trip charge is added automatically through the SedonaOffice Service Module.
Manual Labor
The technician CANNOT go back to a previous appointment and change manual labor after the ticket is resolved. The technician may override all labor on a service ticket by selecting the Manual Labor checkbox. Manual labor, once selected on an appointment, negates all previous appointment labor.
Acceptance Tab
This tab is created to record a customer’s acceptance of work. The customer may view all charges and submit a payment to their account.
Overrides
Provides the ability to bypass or “override” the charge exemption on Parts, Other Equipment, or Labor based on a Service Level or Warranty. For example, if the customer’s service level covers Parts and Labor, but the customer should actually be paying for parts on the service ticket, selecting the service level override checkbox will result in the customer being charged for Parts and Labor(if no warranty is in force).
Remittance
You may select a remittance to let the dispatcher know that a payment has been received. Available is a drop down box listing specific methods of receiving payments through email, fax, or none.
Billable Charges
In the middle of the acceptance, all charges are available for this service ticket. It includes parts that were added, labor, trip charge, other charges, and taxes.
Payment from Account
The right hand column shows payments already on file for this specific customer. A customer may have a bank account or credit card already saved on file. This feature can be made available for your customer and technician when the ticket is created. If they would like to use a payment on file, the transaction will be posted to the account after the invoice is created and the payment is processed.
Signature Capture
A customer’s signature may be captured with a tablet pc. After the customer signs, the signature will be saved into SedonaOffice and attached to the invoice.
SedonaService Module
After the technician has resolved the service ticket your dispatcher can now view the work completed within the ticket and your progress on the upcoming appointment.
Technicians Tickets
In SedonaOffice Service Module, above is a screen shot of the technician (Ace Adams) and his tickets with the specified date. All of the tickets are viewable for the technician in his FSU device. As the service tickets are worked through by the technicians, you are notified back in the service module by color changes that appear on the ticket.
Technicians Progression Notifications
As the field technician progresses through a ticket it will update in real time in the SedonaOffice Service module. This will allow the dispatcher to view the status of the appointments.
- Blue = Dispatched
- Green =Arrived
- Red = Departed
- Gray = Resolved
- Orange = Go Back
Locked Ticket
Dispatcher may drill into a service ticket only after the technician is not locked into that specific ticket; or the image below will be displayed. A technician will receive the same message if a dispatcher is drilled into a ticket in SedonaOffice. 
Service Ticket
In the Service ticket you may select any bank accounts or credit card on file by simply selecting your choice under “Use Payment Information On File” in the bottom right.
Billing
In SedonaOffice Service Module you can now view information created through the FSU. You may view if a payment was received, how the customer would like their remittance and the signature captured for this ticket. The invoice is now ready to be created and there is an option to add the resolution note to the invoice, and close the ticket after invoicing.
