Infor Mobile Service User Guide

Release 10.4 - 10.6

Copyright © 2018 Infor

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Publication Information

Release: Infor LN 10.6.x

Publication Date: November 27, 2018

Document code: ln_10.6.x_lnmfsug__en-us

Contents

Contacting Infor..................................................................................................................................6

Chapter 1: Introduction......................................................................................................................7

Chapter 2: Getting Started.................................................................................................................8

Actions in Infor LN.............................................................................................................................8

Send and Receive data settings......................................................................................................12

Data display settings.......................................................................................................................13

Schedule settings............................................................................................................................13

Hours settings.................................................................................................................................14

Serial history settings......................................................................................................................14

Visit report settings..........................................................................................................................14

Documents settings.........................................................................................................................14

Logging settings..............................................................................................................................15

Chapter 5: Send and Receive Data.................................................................................................16

Full data download..........................................................................................................................16

Contents

Visit page.........................................................................................................................................19

Chapter 7: Activities.........................................................................................................................20

Activity page....................................................................................................................................20

Actions on Activities........................................................................................................................20

Chapter 8: Tasks...............................................................................................................................22

Actions on Tasks.............................................................................................................................22

Chapter 9: Inspections.....................................................................................................................23

Actions on Inspections....................................................................................................................23

Chapter 11: Travel Time and Other Costs......................................................................................28

Actions on Travel Time....................................................................................................................28

Actions on Other Costs...................................................................................................................28

Chapter 12: Diagnosis......................................................................................................................29

Actions on Diagnosis.......................................................................................................................29

Chapter 13: Documents...................................................................................................................30

Actions on Documents....................................................................................................................30

Chapter 14: Visit Report...................................................................................................................32

Visit Report Layout..........................................................................................................................32

Viewing a Visit Report.....................................................................................................................33

Inventory by Item or Warehouse.....................................................................................................37

Chapter 17: Calls..............................................................................................................................39

Contents

Chapter 18: Serial History................................................................................................................40

Chapter 19: Installations and Serials..............................................................................................41

Installations.....................................................................................................................................41

Serials.............................................................................................................................................41

Appendix A: User Interface and Navigation...................................................................................43

Mobile Service on Windows............................................................................................................43

Mobile Service on other Devices.....................................................................................................45

Appendix B: Creating Visit Report Template.................................................................................46

Contents

Contacting Infor

check this portal periodically for updated documentation.

If you have comments about Infor documentation, contact documentation@infor.com.

Contacting Infor

Chapter 1: Introduction

Infor LN Mobile Service is an application that is available on Infor LN 10.4 and higher versions. It is not

a stand-alone application but an addition to and fully integrated with the Service module of Infor LN.

This application provides field service engineers quick access to relevant resources and data. This

improves service resolution efficiency and customer satisfaction. The field service engineer is linked

to a service department and is responsible for performing service activities assigned to the designated

department. The service engineers can use this application as a virtual office, to accomplish their

day-to-day tasks, remotely.

Infor LN Mobile Service has a new and modern user experience and is available for:

Introduction

Chapter 2: Getting Started

This chapter explains the actions that are required to get started with Mobile Service application.

Actions in Infor LN

This paragraph describes which actions are needed in LN to get started with Mobile Service. The

following is required:

1 The LN Client Service must be enabled in the admin page of LN-UI.

2 Check the Mobile Field Service check box in session Implemented Software Components

(tccom0500m000) to enable the integration.

3 The service engineers should be defined in session Employees (bpmdm0601m000) with the proper

logon code and department. This department must exist in the Service Departments

(tsmdm1100m000) session. People data and Service data need to exists.

4 Create a profile in session Service User Profiles (tsmdm1150m000) for each service engineer.

Actions menu in session Mobile Service Parameters (tssoc0102m000). On Android the installation

needs to be performed from Google Play. The app can be found by searching for Infor LN Mobile

Service.

2 Start Mobile Service and create a profile. It is optional to protect your profile with a local password.

3 Connections settings are required to be able to connect to LN. Specify those settings as provided

by your system administrator. The easiest way is to load a Connection Settings File or to scan a

QR-code.

Note: When authentication is performed via ION API (for example when connecting to a multi-tenant

cloud environment), a browser will pop up, asking you to provide your credentials (email and

password) to the authentication server. Provide the credentials and follow the process to get

Chapter 5: Send and Receive Data

Mobile Service sends data to and receives data from LN. It is possible to define some settings to

automate the process of sending/receiving data. It is also possible to send and receive data manually

by clicking on the Synchronize button (the icon with two rotating arrows). In that case no progress

• Windows devices: Click on the option Send/Receive in the top bar, check the Full Data Download

check box and click Send/Receive.

• Other devices: Click on the option Send/Receive in the menu and click on the button Full Data

Download.

The window displays the progress of the send and receive actions. A full data download erases all the

local data and reads it again from LN.

Note:

• A full data download could take considerable time. It is recommended to perform this action only if

the connection to LN is fast and stable.

• A full data download erases all local changes that have not yet been sent to LN.

to be synchronized.

Sometimes, it is required to 'submit' local changes. For example, when you change the hours spent

for a task. In that case you must submit this change by clicking the check mark icon behind the task

(Windows) or by pressing the option Complete (other devices). The small arrows indicator disappears

after the changed data has properly been sent to LN.

As long as not all local changes are sent to LN, the latest version of e.g. a service order cannot be

displayed in Mobile Service. In fact, any local change which have not yet been synchronized blocks

the download of the latest version. In this case, a red-green indicator is displayed (on Windows devices).

This indicator is also visible in the 'Schedule View' to indicate that the data is not yet synchronized with

LN.

synchronization icon or the menu option Data Sending Errors (other devices) to view the action

resulting in the errors and the remaining actions that are blocked due to the error. Note that errors

could contain some technical information as Mobile Service shows all information returned by LN.

In the screen Data Sending Errors you can choose to:

• Skip this action for now (On windows this is indicated by an empty button)

• Retry this action (On windows this is indicated by a checked button icon)

• Delete this action (On windows this is indicated by a trash can button icon)

Note: On Windows devices, you must click on the action button to loop through the different actions.

Click on the synchronization button in the header, to synchronize the changes to LN. Note that all

remaining actions must be synchronized properly to LN, before the latest data, the service order or

Chapter 6: Schedule

This chapter explains the schedule and calendar related to the engineer.

Visits

Use the Schedule page to view the visits an engineer must work on. The schedule is displayed if

Mobile Service is started. It can also be activated from the menu.

additional information for the reason to decline the visit might be specified.

Dependent on authorization the engineer may add a new visit. To reschedule a visit, its start time needs

to be changed via the Edit option. The visit can only be moved if none of the activities it contains have

a status Completed or Rejected. It is also required the Service User Template assigned to the employee

in LN has Reschedule Visits enabled.

To delete a visit, select the option Delete. Only the newly created visits which have not yet been

synchronized to Infor LN can be deleted.

The search functionality in the List view can be used to easily search on the business partner name,

the service order or a part of the address amongst other things.

Calendar Views

• Status Stopped: dark blue

• Status Completed: light green

• Status Finalized: dark green

You can perform these actions:

• Switch to Day, Month, Week or List view.

• Use the slider to zoom in or zoom out on the visits in the Day, Month and Week views.

• Use the status filter field to display only visits with a specific status in the List view.

• Move the visit using drag and drop: click and momentarily hold to select the visit. While holding

down the mouse button drag the visit to the desired time.

• View the visit card that displays

• Click the visit to access the activities of the visit in the expanded view.

• Click Accept or Decline to Accept or Decline the visit.

• Add a Visit.

• Editing a Visit.

Visit page

Click on a visit to open the visit page. The left sidebar (Windows) or the tab General (other devices)

displays visit related information, such as the start time of the first activity, the finish time of the last

activity of the visit, the picture of the business partner, address information, service order and visit

status. Click on the information icon to get more information regarding the visit.

The following tabs or options are also available:

Chapter 7: Activities

When a client reports a fault to the service provider, the service engineer visits the client location to

resolve the fault. The Visit Activities page provides an overview of the activities that must be performed

during a visit. Visits are determined dynamically. All activities from the same order and the same location

• The Date, start time, finish time of the assigned activity.

• A picture, code, description, serial number, alternative serial number of the top-item of the activity.

• Click on the information icon to get more information regarding the activity.

The following tabs or options are also available:

• Tasks

• Inspections

• Materials

• Travel Time

• Other Costs

• Diagnosis - Information for diagnosing the current activity.

Activities

• Review the list of activities.

• Accepting an activity by clicking on the option Accept. The status of the activity changes to Accepted.

• Declining an activity by clicking on the option Decline. The status of the activity changes to Declined.

Reasons (tcmcs0105m000) are listed. In the Decline Text additional information for the reason to

decline the activity might be specified

• Starting and stopping an activity. You can click Start / Stop to register the actual start and finish

time of the activity.

Note:

• If the activity status is Accepted and you click Start (for the first time), the actual start time is

registered, and the activity status is set to Started. The back-office planner receives an indication

that you have started the activity.

Activities

Chapter 8: Tasks

This chapter explains the tasks which are to be performed for the current assigned activity. In this

section, you can perform basic actions like completing performed tasks and updating the hours spent.

You can perform following actions on the Tasks page of an activity:

• Adding a task by clicking on the + button. Select the Add a Task option (Windows devices only).

• Deleting a task by clicking on the Delete option. This is not allowed if the task is estimated or already

Tasks

Chapter 9: Inspections

This chapter explains the inspections which are to be performed for the current assigned activity. In

this section, you can perform basic actions like entering inspections.

Open an activity from the activity list by clicking on it. Click on the tab Tasks and Inspections (Windows)

or Inspections (other devices).

Inspections

Note: To be able to link a document, a document management system must be in place for Infor

Inspections

Chapter 10: Register material

This chapter explains the Register Material functionality which is used to view and register material

costs for a service order. The material cost lines associated with the current service order activity, are

also displayed on the Register Material page. For each material cost line, the user can change the

The Register Material screen displays the following details:

Register material

Chapter 14: Visit Report

This chapter explains the visit report of the activities performed for the visit and all the cost that are

associated with the visit. The engineer can generate this report after the completion of the work on the

visit. The activities and the cost lines which are managed by the current engineer are displayed on the

Visit Report Layout

• The location address and the invoice address

• An overview of the invoice amounts per group (materials, labor and others)

• The comments from the engineer and the customer

• The signatures from the engineer and the customer

For each activity, the default report contains:

• The activity description and the invoice amount for the activity

• The used materials

• The labor details

• The other Costs details

• The Diagnosis information

Visit Report

you must upload the template to LN. The available templates are synchronized automatically to the

Template on page 46.

To view the visit report for a visit:

1 Navigate to the Visit page.

2 Click on the option Report.

3 Select the activities you want to include.

4 Click Confirm. The visit report is displayed on the screen.

Note: If the visit is already finalized, the report is shown as soon as you click on the Report page.

Finalizing a Visit Report (Windows devices)

To Finalize the visit report for a visit:

1 Navigate to the Visit page.

2 Click on the option Report.

Sign in the Engineer Signature text box. You can click Undo to clear the signature.

Comment

Specify the additional information, if any.

7 Click OK.

8 Click Sign Off option located below the Customer signature section or click on the Customer

Signature box. This starts the Sign Off section. Specify the following information:

Customer Signature

Sign in the Customer Signature text box. You can click Undo to clear the signature.

Visit Report

Customer Representative Name

Specify the name of the customer representative.

is generated. No changes can be made to this document anymore and the Signature option on the

visit report screen is disabled.

Finalizing a Visit Report (Other devices)

To Finalize the visit report for a visit:

1 Navigate to the Visit page.

2 Click on the option Report.

3 Select the activities you want to include.

4 Click Confirm. The visit report is displayed on the screen.

5 Change the report language if required.

6 Click on the + icon and choose Engineer Signature. This starts the Sign Off section of the engineer.

Specify the following information:

Engineer Signature

Visit Report

10 The signatures appear in the visit report. Click on the Finalize option. No changes can be made to

Visit Report

Chapter 15: Hours

From the menu you can start the Hours overview. This view displays all the registered hours on service

orders and all the registered General Hours by week. In the Settings View, you can specify the number

of weeks in the past and in the future for which you would like to view the hours.

In the header the total number of booked hours and the employment hours are displayed. All the hours

already registered for that week and the totals for each day of the week, are also visible.

type, day of the week and duration are mandatory fields and cannot be left empty.

Hours

Chapter 16: Inventory

This chapter explains the Inventory functionality. This includes:

• Inventory data is only visible if the On Hand or the On Order quantity is unequal to zero.

Chapter 17: Calls

This chapter explains the Calls functionality. You can use calls to notify the back office of:

Chapter 18: Serial History

This chapter explains the Serial History for orders and inspections. You can access the serial history

overview from the menu. Alternatively, serial history can be started from the Serial History icon (like a

clock with a reverse arrow) which is displayed on several pages where a serial number is visible.

The serial history overview includes

Chapter 19: Installations and Serials

This chapter explains the installation and serials or serialized items linked to the selected business

partner..

You can start the Installations overview from the menu. It shows all installations for a selected business

• Linking an installation to an installation group by selecting a top serialized item and clicking the Add

option.

• Editing an installation by selecting an installation and clicking the Edit option.

• Removing an installation from an installation group by selecting an installation group and clicking

the Remove option.

Note: You need authorization for adding and removing installations. See option Update Installations

in Service User Templates (tsmdm1160m000) session.

Serials

Serials or Serialized Items can be used throughout Mobile Service. In general, the following applies:

1 A serialized item is a combination of an item and a serial number.

Activity data set

The activity data set identifier is [[Activities]]

This data set holds data of all material cost. These are the costs entered in the Material screen. The

display of material cost of one or more activities is based on how the material cost is defined in the

template.

Labor cost data set

The labor cost identifier is [[LaborCost]]

This data set holds data of all labor cost. These are the costs entered in the Task and Inspection screen.

The display of labor cost of one or more activities is based on how the labor cost is defined in the

Other cost data set

This data set holds data of all other cost. These are the costs entered in the Travel Time and Other

Cost screen. Data for both Travel Time and Other are displayed here. The display of other cost of one

information about the total hours spent per labor type. It must be used on document level.

Layout

Basically placeholders can be placed anywhere in the rtf document. So a construction like Service

order number ##ServiceOrder## has a start date of ##StartDate## is completely valid.

To be able to align elements, tabs or tables can be used. Tables can be inserted.. Columns and or

rows can be merged. For instance, a table of two rows with in the first row having one cell and the

second row having three cells, is valid.

<<SomeTranslatedText>>

##FieldC####FieldB##

##FieldA##

The data set identifier row is deleted after the merge is executed,

parent data set. If not applicable, placeholders are replaced with data from the document data set.

Nested Layout

In order to be able to represent parent/child relations, an extra convention is defined. In the case of

activities and materials, if materials per activity must be presented, the material table must be nested

age##

For each data set which represents costs, totals are calculated. In the default template, these totals

Tips

and end markers.

When using Word as editor, it is advisable to use the Web Layout view. From the Menu bar, select the

VIEW tab, the click the Web Layout view. The tables borders beyond the right margin of the paper are

visible and can be edited.

The cell gridlines must also be displayed. By default, this feature is not enabled. Use the border layout

option in the HOME tab and click View gridlines. The borders with no visible line, are represented as

a dotted line.

Appendix C: Placeholders for Visit Report Template

This chapter explains the place holders for a visit report template. Note that this is only applicable for

Mobile Service on Windows devices.

Document

• DepartmentName

• DepartmentAddress

10 row formatted address according to the backend address formatting rules.

• ServiceOrder

• StartTime

10 row formatted address according to the backend address formatting rules.

• SoldToBusinessPartnerName

• BillingAddress

10 row formatted address according to the backend address formatting rules.

• InvoiceToBusinessPartnerName

• Item

Item code.

• ItemDescription

Item description

• SerialNumber

• ServiceTypeDescription

Placeholders for Visit Report Template

• OrderFixedPriceTaxAmount: Amount including currency. If PricingMethod is not Fixed Price this

field is hidden.

• OrderFixedPriceAmountAndLabel: Amount including currency preceded by a text and colon. If

PricingMethod is not Fixed Price this field is hidden.

• OrderFixedPriceTaxAmountAndLabel: Amount including currency preceded by a text and colon. If

PricingMethod is not Fixed Price this field is hidden.

The priority of the visit

• SoldToContact

• SoldToContactName

• SoldToContactTelephone

• SoldToContactEmail

• PlannedStartTime

• PlannedFinishTime

• TotalOtherCost

• TotalOtherCostTax (not in default template)

• TotalInvoice

• TotalTax

Note:

TotalInvoice, TotalTax and GrandTotal is calculated by adding the TotalInvoice, TotalTax and GrandTotal

is calculated by adding the individual totals and including the fixed price value (if any). In general, if a

fixed price value is set, all detail amounts are zero.

Totals of costs which are presented in the detail lines.

• TotalDetailMaterialCostTax (not in default template)

• TotalDetailInvoice

Placeholders for Visit Report Template

Document placeholders available after finalization of the visit

The following placeholders are available after the visit is finalized.

Text placeholders

• CustomerComments

• CustomerName

Image placeholders (represented by %%placeholder%%)

• EngineerSignature

• CustomerSignature

Activities

• ActivityLine

• ActivityText

• ReportedProblem

• ExpectedProblem

• ExpectedSolution

• ActualProblem

• Item - Item code.

• SerialNumber

• ServiceTypeDescription

• FixedPriceAmount - Amount including currency. If PricingMethod is not set to Fixed Activity Price

this field is hidden.

Price this field is hidden.

• FixedPriceAmountAndLabel - Amount including currency preceded by a text and colon. If

PricingMethod is not set to Fixed Activity Price this field is hidden.

• FixedPriceTaxAmountAndLabel - Amount including currency preceded by a text and colon. If

PricingMethod is not set to Fixed Activity Price this field is hidden.

• Priority

The priority of the activity

• ShipToContact

• ShipToContactName

Placeholders for Visit Report Template

• ContractDescription

• ActualStartTime

• ActualFinishTime

• PlannedStartTime

• PlannedFinishTime

Material

• Quantity - The quantity of the material, including unit.

• Description - Item Description

• SerialNumber

• SerialNumberDescription

• AmountOrCoverage

If the amount is zero and a value is specified in the ‘CoveredBy’ field, the coverage type is displayed

instead of the zero amount.

duration of the labor task.)

• OvertimeType - The overtime code.