Remote Service Manager 14 - ECi Software Solutions · 2015. 10. 21. · separate server and not on your ECi e-automate® server. If your ECi e-automate® environment includes add-on

Remote Service Manager 14.5 Installation & Configuration Guide

Revised: 10/21/2015 ©2015 ECi Software Solutions, Inc. - All rights reserved Confidential and Proprietary

Page 1

TABLE OF CONTENTS OVERVIEW ............................................................................................................................................................................ 3

SYSTEM REQUIREMENTS ..................................................................................................................................................... 4

SERVER REQUIREMENTS ......................................................................................................................................................... 4 CLIENT REQUIREMENTS .......................................................................................................................................................... 4

NAMED USER LICENSING AND SUPPORT ............................................................................................................................ 4

INSTALLATION ...................................................................................................................................................................... 6

REMOTE SERVICE MANAGER GROUP CONFIGURATION................................................................................................... 13

SETTING UP REMOTE SERVICE MANAGER GROUPS .................................................................................................................... 13 If you are upgrading… ................................................................................................................................................ 13 If you are installing for the first time… ....................................................................................................................... 13

CREATING A QUEUE TECHNICIAN ............................................................................................................................................ 14 LINKING THE QUEUE TECHNICIAN AND REMOTE SERVICE MANAGER GROUP ................................................................................... 15

ENABLING THE EMAILING FUNCTIONALITY IN REMOTE SERVICE MANAGER .................................................................. 16

INTERNET INFORMATION SERVICES (IIS) 7 ................................................................................................................................ 17


Page 2

Overview Remote Service Manager is a web-based application that allows managers to leverage the real-time information in ECi e-automate® to maximize the efficiency and effectiveness of their teams in the field. Since Remote Service Manager is a web-based application, Remote Service Manager is easily installed on your present RemoteTech Server. Even if you are not currently a RemoteTech user, Remote Service Manager can be installed on a web server that connects to e-automate. There is not a dependency on RemoteTech for you to enjoy the benefits of Remote Service Manager. In either case, Remote Service Manager is added as an application to your existing Internet Information Server (IIS) environment. If you are upgrading from a previous version of Remote Service Manager we have strongly recommended that all DeskTech users update their Remote Service Manager to 14.5. Remote Service Manager works conjointly with DeskTech and upgrading to this latest version prepares you for new functionality available in DeskTech 2.0. DeskTech 2.0 includes new functionality that allows you to associate a technician queue (known as groups in Remote Service Manager) with a service ticket.

If you do not upgrade the dropdown menu for the Queue field will not have any queues listed. After you have installed Remote Service Manager 14.5, you must properly configure your Remote Service Manager groups, so that they will display in DeskTech. You must also properly configure IIS so that can use the emailing functionality in Remote Service Manager. For purposes of definitions, the use of the word Manager used in this guide may also refer to a supervisor, team lead, or other person performing the duties of directing techs in the servicing of equipment.


Page 3

System Requirements Remote Service Manager is a web application that is installed on your company’s web server which in turn connects via TCP/IP to your ECi e-automate®server. Remote Service Manager is accessed via a web browser by your managers. Browsers on such devices as a Laptop, iPhone, iPad, Android Smartphone, and Android Tablet may be used. Using a browser removes the need to install an “app” on the mobile device. The specifications below are guidelines to assist you with setting up the Remote Service Manager Server. Remote Service Manager does not have a dependency on RemoteTech being in use. We strongly recommend, for security purposes that the Remote Service Manager software be installed on a separate server and not on your ECi e-automate® server. If your ECi e-automate® environment includes add-on products from Eci Solutions such as e-infotm or RemoteTech, Remote Service Manager may be installed on that same server. As is the case with RemoteTech, Remote Service Manager connects directly with the ECi e-automate® database. SQL Server is not required to be installed on the web server for Remote Service Manager. We recommend that you work with a network professional that has Internet Information Server (IIS) skills to meet the server and network requirements and assist with the installation.

Server Requirements • IIS 6+ (IIS 7+ preferred) and .NET 4.0 • e-automate 7.6 or higher. • The e-automate server must be accessible by the Remote Service Manager Server via TCP/IP. • The e-automate server must be SQL Server 2005 or higher. • SQL server is not required to be installed on the Remote Service Manager Server. • Managers must be able to access the Remote Service Manager via the Internet.

Client Requirements • The following are commonly used devices. All devices access Remote Service Manager via a browser

and require an internet connect via WiFi or cellular service. • Smart Phone (iPhone, Android). • Tablet (iPad, Android). • Computer Workstation or Laptop. • 1GB data plans are recommended.

Named User Licensing and Support Remote Service Manager is licensed as a named user subscription. Continued use of Remote Service Manager is contingent on payment of the monthly or annual billing. Technical Support for Remote Service Manager is included as part of the customer’s support plan currently in effect with ECi Software Solutions. Training is available via monthly videos and webinars. Please contact [email protected] for support or installation assistance.


Page 4

mailto:[email protected]

The Remote Service Manager license is bundled with the RemoteTech license. If you are a RemoteTech user, the license will usually be automatically pushed to Remote Service Manager. If you are not a RemoteTech user, you will need to activate your server. To activate your server, go to the licensing page by clicking the key button.

Verify that the server is activated and information is correct. If the server is not yet activated, you will need to enter the customer number and product key they were provided to activate the server.


Page 5

It is also good practice to verify that the Named users are correct.

Installation 1. The installer for Remote Service Manager must be run as an administrator. Microsoft does not

provide the option in the right-click menu to run an .msi file as an administrator. To run the Remote Service installer as an administrator, do the following.


Page 6

a. In your Start menu search field, enter cmd. Your search field differs depending on which version of Windows you are using.

Windows 7 Search field

Windows 8 Search field

b. Right click on the cmd option and select Run as administrator. A command prompt opens as an administrator.

c. Type in the full path to where you saved the Remote Server installer. If the path has any spaces put the path inside quotes, for example, "C:\Users\username\My Documents\RSM.msi".

d. Hit ENTER and agree to execute the .msi Remote Service Manager installer file. The installer opens.


Page 7

2. Click [Next] to begin the installation. The End-User License Agreement window displays.

3. Read through the License Agreement and check the I accept the terms in the License Agreement checkbox.

4. Click [Next]. The Web Application Settings window displays.


Page 8

5. In the Web site field, you specify where you want to install the web site. Use the dropdown menu to select the desired option. Typically you would select Default Web Site.

6. In the Application name field, enter a name that identifies Remote Service Manager in the virtual directory such as RSM.

7. Click [Next]. The Destination Folder window displays.

8. In the Destination Folder window you choose the location where you want to install the Remote Service Manager components. Do one of the following. • If you want to install the Remote Service Manager components in the default location, leave the

path that is displayed in the Install Remote Service Manager to field.


Page 9

• If you want to choose an alternate destination, do the following. a. Click [Change]. The Change destination folder window displays.

b. Navigate to the location where you want to save the Remote Service Manager components. c. Click [OK] to save the destination and to return to Destination Folder window or click

[Cancel] to return to the Destination Folder window with the default location selected. 9. In the Destination Folder window, click [Next]. The Database Connection Information window

displays.


Page 10

10. Enter the appropriate information in the provided fields. SQL Server: Name of the server on which you are installing Remote Service Manager. Password: Full Access password. Company ID: Name of the company database to which you want Remote Service Manager connected.

11. Click [Next]. The Ready to install Remote Service Manager window displays.


Page 11

12. Click [Install] to install Remote Service Manager. When the installation is complete the Completed the Remote Service Manager Setup Wizard window displays.

13. Click [Finish]. Remote Service Manager is now installed.


Page 12

Remote Service Manager Group Configuration In Remote Service Manager your admin can create different groups to which different technicians can be assigned. In DeskTech 2.0 you will have the ability to associate a service ticket with a Remote Service Manager group. In order to be able to do so, you must create a technician specific to the group in e-automate and link that technician to the group in Remote Service Manager. To configure this feature you must, first, create Remote Service Manager groups that are specific to DeskTech. Then, you must create a technician in e-automate to assign to the Remote Service Manager group. You then link that technician to the Remote Service Manager group. The technician you create is created specifically for the purpose of associating the Remote Service Manager group with a service ticket. Once a technician is linked to the Remote Service Manager group, that technician can no longer be used as an actual technician.

Setting Up Remote Service Manager Groups Remote Service Manager gives you the ability to organize your technicians into different management groups. If you are a DeskTech user, you must have management groups set up that are specifically used for DeskTech.

If you are upgrading… If you are upgrading from a previous version, you will just need to review the groups that you have to make sure you have groups that you want to use specifically for DeskTech. If you are satisfied with your management groups continue on to the Creating a Queue Technician topic. If you do not have DeskTech specific groups follow the directions below to create those groups.

If you are installing for the first time… If this is the first time you are installing Remote Service Manager, you must create management groups that are specific to DeskTech. To do so, follow the directions below.

1. Click on the icon in the upper left corner of the Administration page to access the Multiple Call Management feature. a. If you are logged into Remote Service Manager as an admin, the menu displays with two

available options.

Select the Groups option.


Page 13

b. If you are logged into Remote Service Manager as a technician that is assigned the Group Admin right, you have the ability to edit the members and details of the group.


2. Click on the + next to Create Group. 3. In the window that displays, complete the following fields as appropriate.

Name: Name you want to call the management group. Description: A brief description of the management group.

4. Click the [Create] button to create the new group.

Creating a Queue Technician After you have management groups created that are specific for DeskTech, you must create a technicians in e-automate to assign to the Remote Service Manager groups. These technicians are created specifically to associate with the management groups. Because the queue technician is created for the sole purpose of having the Remote Service Manager group show up in DeskTech, it is a good idea to give the queue technician the same names as the Remote Service Managment group. Once the technician is assigned to the management group, that technician can no longer be used as a normal technician. To create a technician in e-automate for each Remote Service Manager Group. Do the following.

1. In e-automate, on the People menu, select Employees/Contractors to open the Employees/Contractors window.

2. Click [New] to open the New Employee window. 3. Select the Employee radio button. 4. On the Address tab, create a name for the technician to be used in Remote Service Manager.

Because this technician is not a real person, you need to fill out only the First name field with what


Page 14

you want to name this technician. Note: When you are entering the First name, Middle name and Last name fields, e-automate automatically fills in the Full Name, Preferred first name, and Number fields. These fields can be edited, but should only be edited after you have tabbed past the Last name field.

5. Click the Positions tab to bring it forward. 6. Check the Technician checkbox. 7. Uncheck the Salary and Full time boxes 8. Because the Territory, Delivery method, Warehouse, and Bin fields are required you must select

something in those fields. It does not matter what you select since the technician will not be used for an actual service call, just as a queue.

9. Click [OK] to save the technician record.

Linking the Queue Technician and Remote Service Manager Group After you have created the management groups specific for DeskTech and the queue technicians you want associated with the groups, you must link the groups and the queue technicians. To link the technician to the Remote Service Manager group, do the following.

1. Click on the icon in the upper left corner of the Administration page to access the Multiple Call Management feature. • If you are logged into Remote Service Manager as an admin, the menu displays with two

available options.


• If you are logged into Remote Service Manager as a technician that is assigned the Group Admin right, you have the ability to edit the members and details of the group.


Page 15


2. Select the management group you want to configure. The Group Details page displays. 3. Click on the pencil icon to the left of Queue Technician. A list of technicians displays. 4. Select the technician you want to add as the queue technician. You can only add one technician as

the queue technician. 5. Check any of the following.

• Share in RT: When checked, the technician's queue can be seen by all other members of the group. Employees that are not technicians do not have this option. Note: You must have the 'All Group View' right enabled in RemoteTech in the Features area. See the Service Calls Section topic in RemoteTech Admin Help for more information.

• Show in RSM: When checked, the technician will show up in RSM when the Manager logs in. Employees that are not technicians do not have this option.

• Group Admin: Leave unchecked. When checked, the employee is the group's administrator. The Group Admin can assign the rights to push and pull service calls for their group and any group to which they can administer rights. You would check this box for the Manager of the group of technicians. Note: For a better explanation of what the push and pull rights do, see the Creating Related Management Groups topic.

Enabling the Emailing Functionality in Remote Service Manager In order to be able to use the emailing functionality in Remote Service Manager, you must properly configure your Internet Information Services (IIS).


Page 16

Internet Information Services (IIS) 7 To configure IIS 7 so you can use the email functionality in Remote Service Manager, do the following. 1. Open your Internet Information Services (IIS) 7 Manager.


Page 17

2. In the left pane of the IIS 7 Manager, expand the menu for your server.

3. In the left pane, expand Sites > Default Web Site and click on the Remote Service Manager application.

The name varies depending on what you decided to name it. In the example below it is labeled RSM.


Page 18

4. In the Features View, double-click on SMTP E-mail.


Page 19

The SMTP E-mail window displays in the middle pane.


Page 20

5. In the E-mail address field, enter the e-mail address you want as the sender for emails sent from Remote Service Manager.

6. Select one of the following. • Deliver e-mail to SMTP server: When selected, e-mail messages deliver immediately. This requires

an operational SMTP server for which the user has appropriate credentials. a. Either enter the unique name of your SMTP server in the SMTP Server field, or check the Use

localhost checkbox to set the name to LocalHost. Note: When you set the name to LocalHost, ASP.NET uses an SMTP server on the local computer. Typically, this is the default SMTP virtual server.

b. In the Port field, enter a TCP port. Port 25 is the SMTP standard TCP port and is the default setting. Note: If all servers are configured by using different IP addresses, more than one virtual server can use the same TCP port.

c. In the Authentication Settings region, you specify the authentication mode and credentials if your SMTP server requires these. Select one of the following. Not required: When selected, your SMTP server does not require authentication credentials. Windows: Windows authentication is not supported for Remote Service Manager and Remote Tech. Specify credentials: When selected you can specify the authentication credentials by clicking the [Set…] button. The Set Credentials window displays where you can specify a username and password.


Page 21

• Store e-mail in pickup directory: When selected e-mail messages are stored in a file location on disk for late delivery by the PHP application (or by a Microsoft ASP.NET application or by a user or administrator). Enter the batch e-mail location in the provided field or click the [Browse…] button to navigate to the e-mail batch location.

7. In the right- pane of the IIS 7 Manager window, click [Apply] to save the SMTP e-mail settings.


Page 22