In these Masterclass slides, dedicated to IRIS Service Director customers, we take a detailed look at three areas, designed to save you time and money every day: - Crystal Director module - used to automate email, document and report production. - Scheduler integration with Outlook calendars. - Web module for sub-contractors and for customers.

1. Service Director Masterclass
Danny Wieder

2. Topics
• Crystal Director
• Outlook Calendar Integration
• Web Portal

3. Crystal Director
• Typical Uses
• Functionality Overview
• Running Modes
• Worked Example
• Call Acknowledgement Email
• Demonstration
• Dispatch SMS
• Stand Alone Report

4. Typical Uses
• Email Visit Reports
• Appointment Letters
• Call Acknowledgment Email
• Appointment Reminder SMS
• Via 3rd Party Email to SMS Service
• eg +447711010552@textmagic.com
• Daily Exception Reports – scheduled task

5. Functionality Overview
• Automated production of Crystal Reports
• Driven by SQL Select Statements
• Supply Data to Report, Email, File Naming etc.
• Standalone Reports (no SQL select)
• Output files – Pdf, Excel etc.
• Configurable File Names
• Automated Emailing and/or Printing
• Subject & Message Text are configurable
and can include database fields.
• Address from database (SQL Statement) or Constant
• MAPI Email Client or SMTP

6. Functionality Overview
• Caters for Multiple Reports/Documents
• Selectable frequency
• Activity Log
• Exception Emails to Supervisor (optional)
• Can be used for data updates only
• E.g. insert Call Note with Engineer’s
comments on work event.

7. Running Modes
• Continual Polling
• Polls database at set interval (say 1 minute)
and actions any records found
• Command Line
• A single run for a specified Setting such as a daily report.
• Typically triggered by a scheduled Task
• Combination of Standard and Scheduled Modes

8. Worked Example / Demo
• Call Acknowledgment Email
• On Call Receipt send Email
• Continuous Mode
• Dispatch SMS
• Via 3rd Party Email to SMS Service
• eg +447711010552@textmagic.com
• Daily Call Report – scheduled task

9. System Wide Settings
System-wide
Settings

10. Worked Example:
Call Acknowledgment Email
Multiple reports

11. Worked Example:
Call Acknowledgment Email
Report Settings

12. Worked Example:
Call Acknowledgment Email
Record Selection
Set by Update

13. Worked Example:
Call Acknowledgment Email
Record Update
Set by Update

14. Worked Example:
Call Acknowledgment Email
Email Message
From Select SQL

15. Worked Example:
Call Acknowledgment Email
Email Settings

16. Worked Example:
Call Acknowledgment Email
File Naming
From Select SQL

17. Worked Example:
Call Acknowledgment Email
Report Parameters
From Select SQL

18. Outlook Calendar Integration
Danny Wieder

19. Topics
• EWS Bridge Functionality Overview
• Architecture
• User Setup
• Engineers
• SD Activities – Outlook Categories Mapping
• Demonstration

20. EWS Overview
Service Director Outlook Calendar
Diary Activities
Appointments
Engineer
Bookings

21. EWS Bridge Features
• Diary Activities are replicated in Outlook
and can be amended
• Relevant Outlook Appointments are replicated
in Service Director and can be amended
• Engineer Bookings are shown in Outlook

22. Architecture

23. EWS Bridge Architecture
• SDI 2.7 December 2011 onwards
• Developed against Exchange 2007
• Certification against Exchange 2010 as needed
• Listeners on
• Exchange Server
• Oracle Server

24. Setup - Engineers
Engineers (Persons) are mapped to Exchange Users

25. Setup – Activities to Categories
Activities are mapped to Exchange Users’ Categories

26. Example: Diary Activity

27. Example: Bookings

28. Web Portal
Danny Wieder

29. Web Portal Overview …
• Customer Access
• Engineer/Contractor Access

30. Customers Access
• Customer Access
• View Calls
• View/Print Visit Reports
• Run Set Reports
• View Documents/Files
• Log Calls (optional)

31. Customer Access Types
Passes Report
User Linked to: Sees / Logs Calls for:
Parameter
Head Office Customer Site Customers linked to Head Office Customer ID
Head Office Customer ID
Customer Site Customer Customer ID
Contract Customers with Equipment Contract ID
covered by the Contract

32. Customers Access
• User ID linked to either
• Head Office Customer
• Site Customer
• Contract
• View/Log Calls
• All sites linked to Head Office Customer
• Single Site
• Site
• Run Set Reports with Parameter
• Head Office Customer ID
• Site Customer ID
• Contract ID

33. Customer Access: Person Setup

34. Customer Access: Call Browser

35. Customer Access: Call Detail

36. Customer Access: Call Detail

37. Customer Access: Reports
Documents
Reports

38. Shared Documents
Multiple
Folders

39. Customer Access: Call Logging

40. Engineer/Contractor Access
• Engineer/Contractor Access
• View notified Calls for Engineer
• Add Events
• Despatch
• Travel
• Arrive
• Work
• Close

41. Engineer/Contractor: User Setup

42. Engineer/Contractor: Call Browser

43. Engineer/Contractor: Call Detail

44. Engineer/Contractor: Work Event

45. Engineer/Contractor: Close Event

46. Conclusion
• Crystal Director
• Automated Reports & Emailing
• Outlook Calendar Integration
• Tasks
• Bookings
• Web Portal
• Customers
• Engineers