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Setting up Manager preferences

In addition to the standard user preferences (see Setting up Standard User Preferences) managers have a few other things they can set up on their Manager preferences card.

Manager tab

  1. Occupiers/general users/general admin/helpdesk users can add resources - set to Yes to allow the appropriate group of users to add new resources to locations when logging a new helpdesk issue. If this is set to No, then the option for 'Other' will not show on the drop down valuelists when selecting the object in a location that a new helpdesk issue relates to.
  2. Find rates for tasks when allocated. The default is 'Yes'. If set to 'No' then no rates will be located when new tasks are added to the maintenance schedule.
  3. Post inspection editing access to forms. Specify the set of users that have edit privileges for inspections forms.
  4. List all manager's ratings. The default is 'No'. If set to 'Yes' then all linked manager's ratings (KPIs) will be available to add to works orders. If set to 'No' then only those ratings for the manager who issued the enquiry or order will be available.
  5. Force password reset days - set the number of days after which users on your site will be forced to set a new password (primary manager)
  6. Resource lists display default - specify how resource lists (i.e. in helpdesk issue drop down selectors) are displayed, to include name and / or reference
  7. Notify inspection fails - set to 'yes' to trigger an automatic message to either the primary site manager or the helpdesk manager whenever an inspection items registers a fail (set the manager target in the notify fails to setting
  8. Limit providers to site remits - this governs which service providers (in-house or external) are proposed by Flow360 for new enquiries or orders. Set this to Yes to ONLY include providers that have site specific remits rather than client remits.
  9. Shift targets when Hold released - set this to Yes to automatically shift completion or target dates when an applied Hold is released. For example, if the hold was in place for 7 days, then the target date/s will be shifted by 7 days also to accommodate the Hold.
  10. Repeat tasks relative to - set how repeating tasks next due dates are calculated - from original start date (retains fixed sequence regardless of when signed-off) or from most recent sign-off date
  11. Reset task status after sign-off to - Set to ready to automatically reset tasks that will still repeat to ready once signed-off. Set to signed-off to have them remain as signed-off for reference purposes and checking before manual reassignment to ready status.
  12. Set works items requested start from option. The default is 'task next due'. When set to this, all works items will have their requested start date set as the next due date for the relevant scheduled task. If set to 'parent works' then all works items in an order or enquiry will share the requested start date set up for the parent works record.
  13. Auto suggest additional tasks. If set to 'Yes' then every time a new enquiry or order is created, any other tasks of the same work-types on the same sites will also be added to the list for possible selection and inclusion in the enquiry or order. This is useful when a reactive maintenance item comes up and there are other scheduled items of similar type due soon at the same site. Including the other items in the order will help minimise costs.
  14. ... by worktype, category only or category and subcategory - selection criteria relating to (13) above. If set to worktype or category only, then potentially a wider set of related tasks will be found for possible inclusion.
  15. ... advance next due - how far ahead to look when suggesting additional task in relation to (13) above.
  16. Allow default rate on enquiries/orders - set to Yes to put the default rate on orders where a rate from the relevant provider is not available (leaving this set to No will result in orders being issued with a zero rate is no relevant provider rate can be located)
  17. Show default rate comparison on orders - set to Yes to show the default rate on work order cards when viewed by service providers (managers will always see this comparison rate). Set to No to hide this rate from view.
  18. After Helpdesk send order, return to - set to issue record in order to return to the Helpdesk issue record after creation of a works order using the Send button. Otherwise, set to Start screen.
  19. Source list for Helpdesk categories - choose a categorisation list to ba available for categorising helpdesk issues using the category / list option (you can set up your own lists on the category lists tab)
  20. Source list for Helpdesk categories 2 - choose a categorisation list to ba available for categorising helpdesk issues using the category / list 2 option (you can set up your own lists on the category lists tab)

General/helpdesk settings

  1. General users default buttons - As a primary manager you can set up the standard start screen default layout (choose between simple and standard) and button items for 'general' users - this typically covers staff users who may only use Flow360 to log new Helpdesk issues and require a tailored and simplified set of start screen options. Select from the drop down options which buttons you want to show on the main start screen for general users. You should choose at least one option! If you choose the use simple start screen option then up to 3 buttons can be specified. If you choose the standard option then up to 9 buttons can be specified. NOTE: If these options are set, then all general users on your site/s will automatically see this selection of buttons instead of the usual default set for general users. However, the individual user can still set their own options through their own preferences if they prefer which will override this set.
  2. Disable Helpdesk issue urgency option. Set to Yes to hide the urgency option for general users when logging new Helpdesk issues.
  3. Disable helpdesk charge account option. Set to Yes to hide the charge account option for general users when logging new Helpdesk issues. This only affects the ability of general users to specify these options when logging a new Helpdesk issue and does not affect the manager's ability to make changes to these once an issue has been logged.
  4. Auto close Helpdesk issues - set this to Yes to automatically set Helpdesk issues to Closed when the last task or works item is indicated as signed-off. If this is set to No then helpdesk issues need to be manually closed by the person in charge.
  5. Continue to list closed Helpdesk issues for x days (set the number of days ). This option will continue to list closed Helpdesk issues in the active helpdesk issues list when users are logging new Helpdesk issues - this allows them to see if the issue they about to log has already been dealt with and recently closed.
  6. Helpdesk worktypes list uses. Set to default worktypes to set the worktypes list on the new Helpdesk issue form or the full standard set of worktypes. Set to teams remits worktypes to base the list only on those worktypes that are specified in team remits (these are set up on the employee teams records).
  7. Include Helpdesk services worktypes in main list - if you want services (i.e. catering services / grounds services etc) always listed in the worktypes list for selection, set this to Yes. This can allow issues to be auto targeted based purely on worktype selected which can be useful in some setups. You can control which actual services are listed by basing the worktypes list on team remits (see setting 6 above) and then only setting up the remits required.
  8. Helpdesk worktype is required - Set to Yes to force selection of an appropriate worktype for all logged Helpdesk issues (note that service requests have the worktype automatically set). If set to Yes, the worktype option label on the new issue form will be highlighted in red to indicate it is a required value.
  9. Restrict service worktypes to those for selected issue type - When set and a user selects ICT Services as the issue type, then ONLY worktypes specific to ICT Services will be available for selection in the worktypes drop down on the new Helpdesk issue form.
  10. Target helpdesk issues based on. Set to issue and worktype to auto set the default manager/target for a new Helpdesk issue based on both the main issue type and the selected worktype. Set to issue type to auto set the default manager/target based purely on the main issue type.
  11. Others can select Helpdesk issue manager/target. Set to Yes to allow all users on your site/s to select for themselves which manager a particular Helpdesk issue should be directed to. Set to No to use the default Helpdesk manager/s. Note: additional settings on the employee team records can make specific individuals available for selection.
  12. Min required resource level for new Helpdesk issues. The primary manager can determine the minimum resource required for the logging of new Helpdesk issues. For example is you set Item here then anyone logging issues on your sites will have to specify an object in a room location (or similar) in order to log a new issue. If you set Asset then only a building needs to be specified. Consider carefully what level you require here! IMPORTANT NOTE: There is also finer grained control possible for these minimum levels by using the "min levels" tab (see below).
  13. Hide item & component resource levels. Set to Yes to hide these levels when staff are logging new Helpdesk issues.
  14. All full managers can set targets and helpdesk issue settings. Set to Yes to enable all full access managers to change the date targets for Helpdesk issues and other settings, even if they are not the person in charge of the issue or the manage of the relevant team.
  15. All full managers can close helpdesk issues - Set to Yes to allow any full access manager to close ANY Helpdesk issue, regardless of whether they are in charge or on the assigned team (use with care!)
  16. Allow email submission of helpdesk issues to helpdesk@flow360.net. Set to Yes to allow registered staff on your site/s to submit new Helpdesk issues by email using a standard template. IMPORTANT NOTE: using email submissions bypasses the location selection lists and display of currently open issues to avoid duplication. This option is therefore not generally recommended!
  17. Allow email submission of notes to helpdesk@flow360.net. Set to Yes to allow registered staff on your site/s to submit note additions by email for attaching to existing Helpdesk issues or works orders and enquiries.
  18. General admin users with full site / all sites access see - Set to issues for specified locations to restrict the issues that General admin users have to only those issue directly linked to their specified user locations; Set to all issues on site to allow them to see all issues across any entire site/s where they have been given full site or all sites access on their user location record/s.
  19. Update Helpdesk issue status to 'in progress' - Set to on first change to auto update the issue of a Helpdesk issue from 'open' to 'in progress' when any change is made, including changed status, worktype, priority, assignment to individual or team; Set to manually / on first instruction (this is the default) to delay this change until the status is changed manually or an instruction is created from the issue. Note that this also affects when update messages are sent to relevant personnel regarding the status change!
  20. Auto link Helpdesk docs to resource - Set to Yes (default) to automatically link any documents attached to incoming Helpdesk issues to the location/resource the issue relates to. Set to No to supress this auto linking (useful if you need to retain closer control of which documents are linked to resources directly).
  21. Default labels for the start screen buttons normally labelled Helpdesk, New Helpdesk and Sites / My Site - you can specify the labels that are disaplyed to users on your site/s in place of these standard labels. For example if you want the Helpdesk button to be labelled 'My Requests' instead then set the option here. Similary if you want to use the name of your site instead of the 'Sites / My Site' labels that would otherwise be used, set the name here.

Key: General user / Primary manager / Issue manager settings.
* these settings apply to general users only
1 the primary manager's settings take precedence
2 the issue manager's settings take precedence

Helpdesk issues types (applies to primary manager only)

As a primary manager you can specify which Helpdesk issue types are available to users on your site. The list on the left (initially empty) is you preferred list of options. The list on the right is the standard Flow360 default set which will be used if you do not add choices to your preferred list.

  1. To add a system default to your default list click the target button on the appropriate row.
  2. To remove an option from your default list click the delete button on the appropriate row.
  3. You can specify which of your default choices will be the one set by default when a user starts logging a new Helpdesk issue - click in the left-most column to set the default item.
  4. Create default picklist for new service requests. Set to Yes to automatically build a picklist of options based on standard service tasks that have been set up for the client or site.
  5. Allow direct bookings. Set to Yes to allow all users to create direct bookings of resources or locations. Set to No to send all bookings service requests logged in Helpdesk to the bookings services manager (no direct booking is made).
  6. Bookings requests create - set to bookings records (on hold) in order for a new booking request to trigger full creation of the actual booking plus related service requests pending approval (entire set will be put on hold until approved by bookings manager/team). Set to single combined request in order for a new booking request to simply list the full set of requirements for the bookings manager/team to approve and then create for real - note that this option does require the full booking details and support service requests to be created in the new bookings form by the bookings manager / team before the booking is 'real'.
  7. Customise options for a specific premises type issue - the dialog allows you to set the default worktype for an issue type, optionally locking the worktype to prevent re-selection. You can also specify whether date fields are shown and if so which and also set which user types see these options.

Customising options for a specific (non-service area) issue type

Click the customise button on the relevant row for a non-service issue type in order to set specific default options when that issue type is selected for a new Helpdesk issue.

Custom options dialog

In the customise dialog you can:

  1. Set the default worktype that is auto-selected when this issue type (in this case 'action') is selected for a new Helpdesk issue
  2. Specify that the auto-set worktype is locked or not (if ticked, then users will not be able to select a different worktype for this issue type)
  3. Specify the date fields that need to be available for this option
  4. Specify whether only managers see the date options or all users

Make the relevant selections and click Confirm to save.

Min levels tab

The min levels tab gives you much greater and fine grained control over the minimum resource levels that need to be entered when logging new Helpdesk issues / requests.

You can specify the minimum required level for any specified issue type and worktype, or even for an issue type and a worktype combined.

Taking the above example row by row:

  1. Issues logged for King's College with an issue type of 'new installation' and work type of 'electrical' must have at least the Zone level identified;
  2. Any external works (any client, any site) need the Asset level identified;
  3. General service issues need the Zone identified;
  4. Failure issues on the King's College site need the Area level identified;
  5. Catering services at King's College need the Area level identified;
  6. Grounds service issues (any client, any site) need the Zone level identified.

In determining which manager's settings are used - if there is an identified manager for the issue type entered on the relevant site then that manager's settings are used. Otherwise the relevant Helpdesk manager's settings are used.

If no settings have been specified by any relevant manager then the global minimum level (for the issue type or generally) that is set on the general/helpdesk settings tab will be used.

Where no relevant manager settings can be found the default required level will be set as 'Area'.

To add a new requirement, click the Add button.

Adding a new minimum requirement

To add a new requirement for a specific issue type or work type or a combined issue type and work type make the appropriate selections and click the Confirm button.

You must enter either an issue type or a worktype and the minimum level required. Specifying the client and/or the site is optional, though generally recommended unless you are a manager working across multiple sites.

KPIs tab

KPIs can be entered at various levels in Flow360. On the Manager preferences tab you can set up the KPIs that you want to record against works carried out by in-house or external service providers and contractors.

Click the Add button (1) to add a new line and then enter the appropriate text - these options will then show when you are adding KPIs to a specific works order for instance.
Click the Delete button (2) to remove an option. This will only affect future uses and will not change any KPIs that have already been logged using this label.

Numbers tab

This tab allows you specify the text prefixes and number sequences to use for tender enquiries, enquiries, orders, batches and occupancies/bookings. The change buttons at (6) allow you to specify a preferred number to use for the next tender enquiry, enquiry or order. Note that you cannot select a number that is equal to or lower than the highest number already used!

Additional controls are:

  1. The default repeat interval to apply to new tasks where no other repeat or duration information is available
  2. The default task duration to apply to new tasks where no other repeat or duration information is available
  3. Set to Yes to require entry of a client purchase order number on the Flow360 order before the order can be issued. This is a very useful control to allow direct cross referencing of Flow360 orders to purchase orders in your financial management system (FMS)
  4. You can set a lower limit for the purchase order requirement detailed in (3) above. Orders with a total anticipated value that is lower then this figure will be exempt from the requirement for a client purchase order number. Set this limit to 0 to not allow any exemptions.
  5. Set to Yes to exempt internal orders (orders sent to internal maintenance or other site personnel) from the purchase order requirement.

Tasks & works tab

The advance tab governs task displays, including settings for when warning flashes are triggered for tasks, helpdesk issues and works items.

  1. By default display tasks / helpdesk & works for next... - set the default interval to use when first showing a new tasks, helpdesk issues or works lists. For day to day use you may only want to made aware of tasks/issues/works that are due say in the next 3 or 6 months, so set this option accordingly. This does not limit your ability to use the filters to find records that fall outside of this range of course!
  2. Initially omit helpdesk and works without targets - set this to Yes to only show issues that have specified targets when first showing the list - use the filters to find other records.
  3. Include by default in tasks tab list - this affects which tasks are listed by default when you view the tasks tab list at any resource level. Set to inactive tasks to omit from the displayed list any tasks that are already active on an works order. Set to all tasks to include these active tasks by default. (Using the filters to search for specific sets of records overrides this setting).
  4. Set yellow warning for tasks - this is the point at which a task has a yellow flash.
  5. Set amber alert for tasks- this is the point at which a task has an orange flash.
  6. Set yellow warning for helpdesk & works - this is the point at which a works item or a helpdesk issue has a yellow flash.
  7. Set amber alert for helpdesk & works - this is the point at which a works item or helpdesk issue has an orange flash.
  8. Calculate task costs in lists - it is advised to set this to No for general use. When set to Yes, a recalculation of task one-off and repeat costs will occur every time a tasks list os shown and this can lead to slow performance. You can always use the filters to find task costs and projections when you need to.
  9. Inflate energy costs option - this is used to inflate energy costs specifically when reporting on resource running cost projections (typically for boilers say).
  10. Inflate task costs option - his is used to inflate task costs specifically when reporting on resource running cost projections.
  11. The option to use when calculating repeat task costs for reports and projections. Set to most recent to use the most recent repetition prior to the start of the date range in question (this is the default and most accurate option). Set to task start date if you want to ignore any executions to date in order to calculate a 'clean' projection of tasks costs from a start date.

Standard texts on works orders

The messaging tab has additional options for managers to specify standard default text to be appended to all messages and emails containing details of works enquiries or orders.

There are 2 separate boxes, one to specify text that will be appended to enquiries and orders that go to external service providers and contractors (1) and one to specify text that will be appended to enquiries and orders that go to internal service providers and contractors / team members (2).

Additional information on the standard messaging preferences that apply for all users can be found here.

Categorisation lists

The category lists tab allows managers to review the built in categorisation lists in Flow360 and also to set up their own lists.

  1. To view a categorisation list, select the list from the drop down selector
  2. To create a new list click the new list button
  3. To add an item to the current list and level, click the add item button
  4. To remove an item from a list click the delete item button
  5. To drill down a level click the target button
  6. To go up a level (assuming yu have driilled down first!), click the up level button

NOTE: You may only edit lists that you have created. You can view other lists (both the built in Flow360 lists and lists created by your colleagues) but you may not edit them.