Service Ticket Screen Updates and Enhancements

Overview

Cornerstone has made significant enhancements to the ticket screen in the desktop environment to make it easier to schedule and dispatch service calls. The updated interface is more streamlined and provides better visibility into key information.

Key Enhancements

Integrated Google Maps

View the map from your office to the customer location directly from the ticket screen for easier scheduling and route planning. This feature is also available from the customer screen.

Outstanding Balance Display

The total outstanding balance for the account now appears at the top of the screen, helping you determine if you want to collect payment before scheduling service. A balance due screen pops up when there is an outstanding balance.

Persistent Header Information

Ticket Title, Dispatch Status, and Service Code remain visible at the top of the screen as you switch between tabs, providing constant context.

Ticket Status Section

A dedicated status section clearly indicates:

• Current status (Received / Scheduled / Completed)
• Whether the ticket has been invoiced
• Balance due status

Customer Equipment on Schedule Tab

View the customer's equipment directly on the schedule tab for quick reference during scheduling.

Enhanced Customer Name Display

First name now shows with the customer name for better identification.

Reorganized Scheduling Interface

The screen has been reorganized to make it easier to fill in necessary schedule information with a more logical flow.

Service Details Tab

Service requested and service performed information now appears on its own tab for a clearer view, with added spell checker functionality.

Service Instructions and Site Directions

View and edit service instructions and site directions directly from the ticket screen.

Direct Quote Access

Access the related quote directly from the service ticket for tickets that were created from a quote.

Timecard Billable Indicator

The Timecard Billable field is now located in the Technicians and Timecards section. When set to "Yes," any timecards that are not invoiced will make the Timecard button text appear in red for easy identification.

Benefits of the New Interface

Improved Efficiency

• All critical information at your fingertips
• Reduced clicking between screens
• Faster scheduling and dispatch

Better Financial Visibility

• See outstanding balances before scheduling
• Identify unbilled timecards at a glance
• Make informed decisions about service delivery

Enhanced Navigation

• Clearer tab organization
• Persistent header keeps you oriented
• Logical information flow

Route Planning

• Integrated maps for better scheduling
• Visual route planning from office to customer
• Optimize technician travel time

Quality Control

• Spell checker for service notes
• Easy access to equipment information
• Clear status indicators

New Layout Highlights

Top Section - Always Visible:

• Ticket Title
• Dispatch Status
• Service Code
• Total Outstanding Balance

Ticket Status Section:

• Current workflow status
• Invoice status
• Balance indicators

Schedule Tab:

• Customer equipment list
• Enhanced customer information
• Streamlined scheduling fields

Service Details Tab:

• Service requested
• Service performed
• Spell checker enabled

Technicians and Timecards:

• Timecard billable indicator
• Red button alert for unbilled timecards
• Easy timecard management

Key Features in Detail

Google Maps Integration

Access: Available from ticket screen and customer screen

Benefits:

• Visual route planning
• Distance estimation
• Travel time calculation
• Better scheduling decisions

Outstanding Balance Alert

Location: Top of ticket screen

Function:

• Shows total account balance
• Popup alert when balance exists
• Helps decision-making on service delivery

Unbilled Timecard Alert

Indicator: Red Timecard button text

Trigger: When Timecard Billable is "Yes" and timecards remain unbilled

Purpose: Prevent revenue leakage from unbilled time

Using the Enhanced Features

Before Scheduling:

1. Check outstanding balance display
2. Review customer equipment
3. Check Google Maps for routing
4. Review service instructions

During Dispatch:

1. Update dispatch status
2. Assign technician
3. Set schedule date/time
4. Review site directions

After Service:

1. Update service performed
2. Mark status as completed
3. Check timecard billable status
4. Create invoice if needed

Best Practices

• Review outstanding balance before confirming appointments
• Use Google Maps to optimize technician routes
• Keep service instructions updated for repeat customers
• Monitor red timecard buttons daily to ensure billing
• Use spell checker on service notes for professional documentation
• Access linked quotes when converting estimates to work orders

Tips for Maximum Efficiency

• Customize tab order to match your workflow
• Train dispatchers on new balance visibility features
• Establish protocols for handling accounts with outstanding balances
• Use equipment list on schedule tab to prepare technicians
• Monitor timecard billable indicators to prevent lost revenue

Need Help?

Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com