SKYLINE FACILITIES MAINTENANCE. Quick Start Training

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1 SKYLINE FACILITIES MAINTENANCE Quick Start Training

2 Copyright 2008 SS&C Technologies, Inc. All Rights Reserved. SKYLINE Facilities Maintenance Quick Start Training This document contains confidential and proprietary trade secret material of SS&C Technologies, Inc. and is only provided under license or non-disclosure agreement. Information in this document is subject to change without notice. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of SS&C Technologies, Inc. Considerable effort has been made to ensure that this manual is free of inaccuracies and omissions. However, SS&C Technologies assumes no responsibility for, or liability for, errors contained in this manual or for incidental, special, or consequential damages arising out of the furnishing of this manual, or the use of this manual in operating SKYLINE Facilities Maintenance, or in connection with the performance of SKYLINE Facilities Maintenance when so operated, except as may be provided in a written license agreement between the user and SS&C Technologies, Inc. SKYLINE Facilities Maintenance, SKYLINE Property Management and all related modules or components, are trademarks or registered trademarks of SS&C Technologies, Inc. Microsoft, Windows, Windows XP, SQL Server, and MSDOS are trademarks or registered trademarks of Microsoft Corporation. Other brands and their products are trademarks or registered trademarks of their respective owners and should be noted as such. SS&C Technologies, Inc. 80 Lamberton Road Windsor, CT Phone: (860) (800) March 2008 E mail: Internet:

3 Contents Quick Start Training... 1 Course Objective... 1 Additional Resources... 1 Prerequisites... 2 Before You Begin... 2 SKYLINE Integration Overview... 4 Integration Steps... 6 System Setup... 7 Product Registration... 7 Add a User... 9 Label Setup Address Management Using the Address Book Other Address Book Features Provider Management Add a Provider Edit a Vendor Provider Reports Global Features Document Management Work Orders Work Order Setup Maintenance Codes Module Setup Task Management Enter a Work Order Retroactive Work Orders Work Order Reports Service Calls Service Call Setup Enter a Service Call Post an AP Batch to SKYLINE Property Management Pre-Billing Review Post a Service Call View the Charges Schedule View the Accounts Payable Batch Service Call Reports... 46

4 Quick Start Training COURSE OBJECTIVE The course is quick hands-on way to learn the primary features and menus commonly used in SKYLINE Facilities Maintenance (SFM). This course covers the base system: Setup, including providers, properties, units, and occupants Work orders Service calls Billing back to SKYLINE ADDITIONAL RESOURCES SKYLINE Facilities Maintenance Solution Center The Solution Center is a Web site designed exclusively for clients. The Solution Center provides instant information and also serves as an online community for exchanging information with other clients. Online Help Online help explains the features and functions of the software in a detailed, procedure-oriented manner. Help is organized by the SKYLINE Facilities Maintenance menus to make it easy to research a specific screen or feature. 1

5 PREREQUISITES SKYLINE Property Management SKYLINE Facilities Maintenance is a SKYLINE Property Management module. You must have SKYLINE installed with access rights and an understanding of how SKYLINE works. SKYLINE Property Management should be up and running with the following information (at a minimum) already setup: Properties Units Occupants Vendors Charge codes General ledger accounts During this tutorial, we will add a charge to an occupant charge schedule and add a new AP batch. Both of these items will be deleted before the completion of the tutorial to maintain your database integrity. A Printer should be setup on your machine. You don t need to be connected to the printer, but there must be one installed to complete the posting process. BEFORE YOU BEGIN Registration and Users If SKYLINE Facilities Maintenance has already been registered by your IT department, simply review the setup information. If you are setting up the system, you must have your SKYLINE Facilities Maintenance Registered Name and Registration Codes handy to complete the product registration process. 2

6 Actual Data This Quick Start Training guide is designed to give you handson experience using SKYLINE Facilities Maintenance. We will be entering data, such as contacts, in-house providers, maintenance codes, and so forth. It is helpful for you to enter actual data that will not require deletion from the database. Gather as much actual data as you can before you begin. You may also want to stop during the tutorial to define global items for your company. For instance, the Maintenance Codes section, which requires you to define categories and classifications, may be a good time to stop and confer with other users about the best way to use this feature. 3

7 SKYLINE Integration Overview SKYLINE Facilities Maintenance is a fully integrated module of SKYLINE Property Management. Both program read and write to the same database tables when sharing information there is no export or import necessary. We recommend updating files using SKYLINE for any shared data The primary integration points include: Property Management Data (Property, Unit, and Occupant) Vendor Management Accounts Receivable/Charge-Backs Accounts Payable Purchase Orders Database Files (Data Dictionary Files) Property Management Data SKYLINE Facilities Maintenance reads all Property, Unit, and Occupant data from the property management (PM) files found in the \SKYLINE\Data folder. This is a real-time, bi-directional interface, which means that when records are created or modified in SKYLINE the SFM database is immediately updated, and when records are modified in SFM it updates the SKYLINE database immediately. NOTE You cannot create or delete property management (PM) records through SFM. All new records must be entered using SKYLINE Property Management. Vendors SKYLINE s vendor and subcontractor data is available to SKYLINE Facilities Maintenance. Records can be modified and details added through SFM. NOTE New vendors and subcontractors can only be created or deleted in SKYLINE. SKYLINE Facilities Maintenance reads vendor records found in the \SKYLINE\IFS folder and the Default Company setting for each SFM user, filters which vendor records are seen by the end user. To see a master list of vendors, you must create a dummy company in SKYLINE. 4

8 AR/Chargebacks Any service charges detailed in the Charge Column of a service call entry form may be posted to the SKYLINE Schedule of occupant charges for charge-back to any billable occupant. Select a SKYLINE Charge Code to post a billable charge. Be sure to select SKYLINE as the billing method. Users can select to post charges to the SKYLINE Charges Schedule in summary or detailed format (in Service Call Module Setup). NOTE There posting process must be performed before you see these charges in Skyline. The posting process moves the service calls from the edit file to the history file. Edit files can be modified but history files are readonly. Many maintenance operations are charged back to parties other than the occupant, such as the Property Owner or Property Manager. You must select an occupant, however, to designate who is to be billed for the services provided. We recommend that you set up property owners and managers, and any other non-occupant billable parties, in SKYLINE as former occupants. This allows you to invoice them for services provided without affecting SKYLINE rent-rolls and other critical accounting functions and calculations based on current occupancy. Accounts Payable Costs are entered into SFM as service costs or costs of goods received (Purchase Orders). All of the features and functions available in SKYLINE Invoice Detail Entry and Edit are available in SKYLINE Facilities Maintenance. One of the advantages of using SFM to voucher payables is the option to set datesensitive payment terms. Invoice detail (number, date, amount, and so forth) are immediately available in SKYLINE when entered in SFM. Purchase Orders All purchase orders entered through SKYLINE Facilities Maintenance are managed in the \SKYLINE\IFS\PO file. By using a single, common data file, the two systems maintain real time integration without requiring the user to export, import, post, or update data records. NOTE We recommend choosing one system to manage all purchase orders; either SKYLINE Facilities Maintenance or SKYLINE Property Management. 5

9 INTEGRATION STEPS Several steps are required to ensure that the SKYLINE Facilities Maintenance module is fully integrated and sharing data realtime with SKYLINE Property Management. These steps are discussed in detail in their respective training sections. INTEGRATION OVERVIEW PROCEDURE 1) During System Setup (page 7) you will specify that you are using SKYLINE data files and identify the SKYLINE database drive. 2) During User Security setup (page 9) you will assign a Default Company for each user. This allows the user to view GL Accounts, Vendors, Charge Codes, and other accounting codes specific to companies setup in SKYLINE. You must assign a default company for each SFM user in order for the system to operate properly. NOTE Assigning a Default Company does not limit the Properties, Units, or Occupants the user can see. The Default Company can be a blanket dummy company that encompasses all GL Accounts, Vendors, and Charge Codes that are related to maintenance activities and transactions. 3) During Service Call Module Setup (page 36), indicate which service costs are billable to the occupant and whether you want to post in summary or detail. Posting is done through the Service Call Utilities menu. 4) During Service Call entry, select what SKYLINE Property Management Charge Codes to use, if you are billing the occupant for the charge, and select SKYLINE as the billing option. 5) During Service Call entry, select the Accounts Payable Posting Option. This option is available when a vendor or sub-contractor is selected as the main service provider. 6) Once the service call entry is complete, create a new AP batch or add invoices to an existing payables batch. Enter the vendor invoice details. 6

10 System Setup {File System Setup} SKYLINE Facilities Maintenance requires some initial setup steps before you can begin using the system. The three primary tasks include: Product registration Adding new users Custom Label Setup PRODUCT REGISTRATION Overview Setup and Registration is required before you can begin using SKYLINE Facilities Maintenance. Locate the list of registration keys shipped with the product. These codes are required to run the program and are based on the modules purchased. Also note the company name and address as it appears on the registration form. Remember, if the setup has not already been done by your IT department, you must have the following information ready: Registered name Master Serial Number and Registration Codes Figure 1 Product Setup and Registration 7

11 {File System Setup Product Setup and Registration} PROCEDURE 1) Open SKYLINE Facilities Maintenance and type Supervisor for the User ID (no password) and click on OK. 2) Select Product Setup and Registration from System Setup on the File menu. 3) Enter your company name and address exactly as it appears on your registration form (case sensitive). You must TAB after you have typed in the Registered Company name and you will then be prompted with a confirmation, select yes if everything is entered correctly. 4) Setup system defaults. You can return later to complete most of these fields. Select whether to Display General Ledger Accounts only that relate to maintenance operations, or display all SKYLINE GL accounts. Enter the Default Area Code where you do most of your work. This is only a default and can be changed where it is used in the program. Enter the Default Sales Tax percentage for services to be recorded in SKYLINE Facilities Maintenance. This default tax rate is used throughout the program but can be changed. The default Charge Rate per Mile is the mileage rate used to calculate the round trip cost for service providers to travel from your facility to the service site and back to your facility. Custom Settings 5) Click the Register Software button and enter each registration key, beginning with the Master Serial Number. Tab through each field, including the last field. 6) Click OK twice to return to the main desktop. 8

12 ADD A USER Overview You must also create a user other than the supervisor. The Supervisor login only allows access to the system administration menus. Users have access to all the menus required to service and maintain the facilities. Figure 2 User Security {File System Setup User Security} Create a user so you can view all of the SKYLINE Facilities Maintenance menus. ADD A NEW USER NOTE You are not required to create a new SKYLINE Facilities Maintenance supervisor. However, if you have multiple users and data security is an issue, we suggest creating a new supervisor and assigning a password. 1) Select User Security from System Setup on the File menu. 2) Click on the Magnify icon (Supervisor s Actions Screen) and select Add New User to display the Create New User window. NOTE If the Magnify icon is not available, you are not logged in as supervisor. 9

13 3) Enter a unique set of User Initials to create a new User ID (no spaces or symbols). The User Initials (ID) can be up to three characters in length. 4) Enter the first and last name for the new user in the Name field. NOTE If you are creating a new supervisor, the Name field must be Supervisor. All other User Initials and Password must be unique. If you delete a user at any time, you can never use their ID or password again. 5) Enter a unique Password, up to eight alphanumeric characters (no spaces or symbols). 6) Select the modules you want the user to have rights to use. All users must have access to at least the System and Master Files. Supervisors should be granted rights to all modules. 7) Click on OK to display the Set User Rights window. 8) Use the Set User Rights window to grant or deny access to more than 140 menu items (depending on the number of modules installed). 9) For a new supervisor, select Allow All rights. Users granted all rights do not have rights to add new users. Only the supervisor has that right. 10) For other end-users, highlight the individual rights and click on Allow for the rights you want to allow them access to. 11) Click OK to save the access rights and Yes to confirm that you want to add this user. The procedure will take a moment to assign the selected user rights. 12) On the User Default Maintenance window, perform the following steps, depending on the type of user you created: If you created a new end-user, highlight the ID and Name in the left panel and set their defaults in the right panel. See page 10. If you created a new supervisor, test it, and then delete the original supervisor. 13) Click OK on the User Default Maintenance window to save the user profiles and default settings. User Security Defaults Once you setup a new user in System Setup, you can define the user defaults. Defaults are set in the right panel of the User Default Maintenance screen. 10

14 NOTE Be sure you highlight the user in the left panel before changing any defaults. Default Company Click the Zoom button to select a default company. If you are linked to certain accounting programs, you may have several companies to choose from. Otherwise, select the Default Company that comes with the product. Show To Do List at Login This option allows you to view any work orders scheduled for the current day, immediately upon logging in. Lock Company Code Used to lock the company code currently assigned to a user. This does not allow the user to change their own setting and is dependant on the user rights defined for that user. Create Codes on the Fly Selecting Yes means that you can add the following codes while performing work order data entry: task codes, classifications codes, priority codes, contacts for occupants, in-house service providers, and, units of measure (Inventory Management). NOTE This is only recommended for the program administrator due to case sensitivity throughout the program. Default WO Form Select a default work order form to use automatically when entering work orders. Allow WO Form Flip Select Yes to be able to change the WO form by right clicking on the SFM desktop. Default SC Form Select a default service call form to use automatically during data entry. Allow SC Form Flip Select Yes to be able to change the SC form by right clicking on the SFM desktop. Login as New User Exit SKYLINE Facilities Maintenance and login as the user you just created. Complete the tutorial as the user, not the supervisor, so you can view all available menus. 11

15 LABEL SETUP Overview SKYLINE Facilities Maintenance offers the ability to customize Property, Unit, Occupant, Provider, and Fixed Asset labels to match your industry terminology. All the categories, except fixed assets, offer ten custom field labels to define. Labels are used in the following places on the File and Fixed Asset menu: Property Label Property Information (Address Book) Unit Label Unit information (Address Book) Occupant Label - Occupant Information (Address Book) Service Provider Label Vendor Information (Provider Management) Fixed Asset Label Add New Equipment screen, Work Order data entry screen {File System Setup Label Setup} You must run the Label Setup feature once to help SKYLINE Facilities Maintenance setup your system properly. You can also create or modify labels that display as user-defined field labels throughout the system. For instance, click the Magnify icon next to the Service Provider Label field to define 10 user-defined field labels. These labels display on the Edit a Vendor screen (Provider Management) and allow you to capture custom vendor data. PROCEDURE 1) Select Label Setup from the System Setup menu. 2) Tab through each of the five fields and click on OK to simply update your system. 3) To modify any label, type a new label in the field or click the Magnify icon to display user-defined labels that break down the descriptions further. You can also access Label Setup directly from the Address Book main screen by clicking the Label shortcut. NOTE It is recommended that you set these labels one time. 12

16 Address Management {File Address Management} SKYLINE Facilities Maintenance stores a profile for each: Owner Individuals and companies that own the assets your organization services, manages, and maintains. Property Facilities and sites involved in service management. Unit Units may be occupied or vacant areas, areas of real estate, or they may be rooms or warehouses where equipment and assets are located which you maintain. Units can also be a combination of other units. Occupant The tenant occupying the unit. These four groups are collectively known as the Address Book. Owners can be created and deleted in SKYLINE Facilities Maintenance but the other items (Property, Unit, Occupant) must be setup in SKYLINE Property Management and can be reviewed and edited using SKYLINE Facilities Maintenance. SKYLINE Facilities Maintenance reads all Property, Unit, and Occupant data from the property management (PM) files found in the \SKYLINE\Data folder. The integration is real-time and bi-directional. 13

17 Figure 3 Address Book - Occcupant USING THE ADDRESS BOOK {File Address Management Address Book} Open the address book to view or modify owners, properties, units, and occupants. PROCEDURE 1) Click on an item in the left pane, such as Units. 2) Click the Edit or View button in the right pane. This displays a list of existing records. NOTE For Owners, you can also create and delete records. Highlight a row (an individual unit, for instance) and click the Magnify button to display the detailed information screen. 14

18 Property Open a property to view the information originally created in SKYLINE Property Management. Verify the information looks correct, add information, or modify any field. The User-Defined fields in the bottom section of the Edit Property window are used to track additional custom information. Use the Label Setup menu (see page 12) to define Facility Labels that display on this screen. Use the buttons at the top of the window to access special features such as: Buttons Gives you an opportunity to customize button names for retrieving images. Catalogue Stores images associated with a particular record. Images Associate images with the record. Notes Add notes related to this record. Documents tracks all types of documentation related to services management. For example, leases, warranties, contracts, price quotes, etc. Dates identify significant events associated with units, for instance. Unit Open a unit record to view the information originally created in SKYLINE Property Management. Verify the information looks correct, add information, or modify any field. The User-Defined fields in the bottom section of the Edit Property window are used to track additional custom information. Use the Label Setup menu (see page 12) to define Space Labels that display on this screen. Use the buttons at the top of the window to access special features such as: Images Associate pictures and other images with this record. Contacts Add any person associated with a unit, such as building managers, executives, attorneys, and security personnel. Service Add services associated with a particular unit such as janitorial, telephone, and plumbing services. Refer to SKYLINE Facilities Maintenance online help for a full description of the available buttons. 15

19 Occupant Open an occupant record to view the information originally created in SKYLINE Property Management. Verify the information looks correct, add information, or modify any field. The User-Defined fields in the bottom section of the Edit Property window are used to track additional custom information. Use the Label Setup menu (see page 12) to define Occupant Labels that display on this screen. Use the buttons at the top of the window to access special features such as: Billing Use this button to access occupant billing details. Contacts Add any person associated with a unit, such as building managers, executives, attorneys, and security personnel. Images Associate pictures and other images with this record. Notes Associate custom notes with the record. Refer to SKYLINE Facilities Maintenance online help for a full description of the available buttons. OTHER ADDRESS BOOK FEATURES {File Address Management Address Book} The main address book screen where you select Owner, Property, Unit, or Occupant also contains shortcuts to quickly access common features. Some of these features include: Listings and Reports Two separate shortcuts are available to run listings (prints to the screen) or reports (prints to the selected printer). Generate name, code, address, or phone listings for the Address Book records (such as Units). Label Setup Click to add user-defined labels available on the various address book screens. (Also discussed on page 12.) 16

20 Provider Management {File Provider Management} Use the Provider Management menu to capture details for anyone who provides products or services. The term service provider includes two groups: Providers In-house individuals employed by your company. Vendors External people or companies contracted to provide services or products. SKYLINE Property Management Vendor (and subcontractor) data is available from SKYLINE Property Management. New vendor records are created and deleted using SKYLINE Property Management. Use SKYLINE Facilities Maintenance to review and edit the vendor records or add vendor information. SKYLINE Facilities Maintenance: Reads vendor records found in the \SKYLINE\IFS folder. The Default Company setting for each SKYLINE Facilities Maintenance User filters which vendor records the end user sees. To see a master list of vendors, you must create a "dummy" company in SKYLINE that includes the master list. NOTE You can add in-house Providers using SKYLINE Facilities Maintenance. 17

21 Figure 4 In-House Provider ADD A PROVIDER {File Provider Management In-House Provider} Use this procedure to add a new in-house provider. PROCEDURE 1) Select New In-House Provider from Provider Management on the File menu. 2) Enter a Provider Code and contact information for a new in-house provider. The Provider Code is used throughout the system to identify this person each time you select from the provider listing. Code examples include employee numbers, last names, or initials. 3) Complete the Rate Schedule. Click the zoom button to enter rate descriptions and values. You may also select a previously defined rate classification. In the Cost/Hour field enter the provider s dollar rate along with and adjustment code: 18

22 A In the Hourly Adjust column you can mark the provider s cost up or down by a dollar amount. P In the Hourly Adjust column you can mark the provider s cost up or down by a percentage. N No adjustment will be made in the Hourly Adjust column. In the Hourly Adjust column, enter the mark up or down amount or percentage (based on the code entered in the Cost/Hour column). Mark the Cost/Hour down using a negative (-) number. This column is not available if N (none) was entered in the Cost/Hour column. 4) Select a Service Specialty from the Classifications list. Enter Classification Codes using the Work Order menu (see Related Topics). You can also enter text into this field instead of selecting a pre-defined code. 5) Select a Service Area from the Property Listing, if this provider only works in one property, for example, or type a service area in the field. 6) If you track levels of provider expertise, enter that information in the Experience Level field. 7) Enter notes about this provider s performance or other descriptions in the Comments box. 8) If you are using the Communication Suite, you can click the Contact Method button to identify the provider s default method of work order transmission. Refer to the Communication Suite documentation for further instructions on this feature. 9) Select the Active checkbox to make this provider available for maintenance dispatching. Leaving the checkbox unselected results in an inactive provider that is grayed out in all provider listings. 19

23 EDIT A VENDOR {File Provider Management Edit Vendor Provider} Vendors can only be added or deleted from within SKYLINE Property Management. They can, however, be modified using SKYLINE Facilities Maintenance. NOTE You must have assigned a Default Company in order to see a list of vendors. Assign a Default Company through User Security on the System Setup menu (page 9). Figure 5 Edit a Vendor Provider 20

24 Edit Vendor Procedure PROCEDURE 1) Select Edit Vendor Provider from Provider Management on the File menu. This displays a list of vendors entered in SKYLINE for your assigned Default Company. 2) Select a vendor and click the Edit icon. 3) Select the Active checkbox to indicate that this vendor is currently authorized to perform services or supply products for your company. 4) Review or modify the company name, address, contact and telephone information. 5) Enter the Federal Identification Number, if available. 6) Select a service Specialty from the Classifications list. Enter Classification Codes using the Work Order menu. You can also enter text into this field instead of selecting a predefined code. 7) Select a Service Area from the Property Listing, if this vendor only works in one property, for example, or type a service area in the field. 8) The User-Defined fields in the bottom section of the Edit Vendor window are used to track additional custom information. Use the Label Setup menu (see page 12) to define Service Provider Labels that display on this vendor screen. NOTE If you have the Communication Suite, use the Contact Method to review transmission information. Refer to the Communication suite documentation for further information. 9) Click OK to save your information. 21

25 PROVIDER REPORTS {File Provider Management Inquiries} Provider Management offers several listings and reports to help you review database information and perform several analyses. NOTE Listings display to the screen and reports are sent to a selected printer (often with a print preview). Review the Inquiries menu to see the available listings and reports. Vendor Listing, for instance, displays all vendors entered in the database with the option to view the detailed vendor record. As another example, the Time Variance Analysis displays estimated hours as stated in the work order compared to actual hours as recorded in the service call. First, provide the search criteria (service dates, unit, provider, and so forth), then the report displays. You have the option to print or display the analysis or click the magnify shortcut to view record details. Figure 6 Provider Inquiries and Reports 22

26 Global Features Overview Use the Global Features menu to set global defaults and make global changes. It s also a central location for document management and an access point for several SKYLINE Facilities Maintenance modules. The Global Features menu contains many features that can make your data entry and processing tasks easier. We ll only discuss one item in this tutorial, so refer to online help for a full picture of Global Features. Figure 7 Global Features Menu DOCUMENT MANAGEMENT {File Global Features Document Management} The Document Management feature tracks the documents associated with services management. Document examples are leases, warranties, letters, blueprints, vouchers, contracts, and permits. They can include all of the terms and conditions by which maintenance is provided. The Document Management feature in SKYLINE Facilities Maintenance is much more than just document imaging, it also provides: A Library to identify and store documents. A key word Search feature to quickly retrieve only those documents matching the search criteria. A Type feature to help group documents. 23

27 Work Orders Overview A work order is a description of a request for service. It is an estimate of time and material resources that may be required to complete a job. A work order is an estimate of human time and material resources that will probably be needed. A service call is a statement of human time and material resources actually used. Work Order Types Use SKYLINE Facilities Maintenance to track the four types of maintenance that require work orders: Response or corrective maintenance is performed in response to a request from occupants, facility owners, building managers, and so forth. For instance, a call to report the problem. Recurring maintenance work orders enable you to create a work order and then set a schedule for the number of times you d like for this service to recur. For example, summer lawn care. Emergency maintenance occurs in response to an unanticipated, urgent problem. You can create a retroactive work order using the Service Call menu. (See page 34.) WORK ORDER SETUP {Work Order Utilities} Before you begin entering work orders it is important to create classification codes, categories, and other maintenance codes to reference on the work order. You can partially complete work orders by setting defaults using Module Setup and create common tasks to reference within the work order 24

28 MAINTENANCE CODES {Work Order Utilities Maintenance Codes} Several Maintenance Codes are available: Classification Codes These codes are important for storing and retrieving work details. They break down your work into groups, which helps when analyzing cost trends and profit centers, and helps to group and sort records on reports. NOTE Classification Codes represent a very important feature since many program areas are dependent on Classification Codes. Category Codes These codes are less specific than Classification Codes. They are used to identify the types of services your company provides and are broad descriptions of work types, such as plumbing or electrical. Category Code lists are displayed in fields labeled Category Codes, Corrective Category, and Warranty Category. Priority Codes These codes are referenced on the work order for to indicate the urgency of the work to be performed. SKYLINE Facilities Maintenance provides a list of codes, but you can also add your own. Permission Text Permission codes assist you in sending service providers to a location with the proper permission or keys to enter the area requiring service. Authorization Codes Authorization Codes are used as a type of security, which helps to regulate the services provided to facilities. Anyone contacting the office to request service must have the proper authorization code. Classification Codes Set up some Classification Codes to reference on work orders: PROCEDURE 1) Access Utilities from the Work Orders menu. 2) Select Classification Codes from the Maintenance Codes menu. 3) Click the New Item shortcut to add a new code. 4) Enter the Classification name. 5) The Days Outstanding rating is used to calculate default "Schedule For" dates on new work orders. 25

29 The default date is determined by adding the number of days outstanding to the date the work order was entered. For example, if you provide next day turnaround for all electrical problems, you can create a class called Electrical with Days Outstanding of 1. All work orders subsequently classified as Electrical are scheduled for the day after the order is entered, by default. This default may be manually changed during data entry. 6) Click on the Default Provider zoom button to identify a default service provider for this classification code. Select to display the in-house or vendor provider list and then select a specific provider. This service provider s name automatically displays when this classification code is attached to a work order or service call, but you can manually change it. 7) Select OK to save the Classification Maintenance list. 8) Repeat this procedure to add another Classification code or Click the Magnify shortcut to edit any highlighted Classification (days outstanding or default provider). Other Maintenance Codes Review the other Maintenance Codes, such as authorization or priority codes. In most cases, clicking the New Item shortcut adds a row to the list for you to type a new code name. 26

30 MODULE SETUP Overview Use Module Setup to set defaults and preferences. Definitions for the more common fields are provided below. Figure 8 Work Order Module Setup {Work Order Utilities Module Setup} FIELD DEFINITIONS NOTE Do not reset the Next Work Order Number once you begin entering data. Resetting can only be accomplished with the help of SFM support. Next Work Order Number The value assigned to the next work order record created using work order entry. The number is automatically increased by one even if a previous record was not saved. Work Order Number Prefix Change only if you are integrating data from multiple SKYLINE Facilities Maintenance systems. The prefix entry differentiates work orders of one site from those of another and cannot be blank or include a 0 (zero) character. NOTE Only change the prefix if instructed by SFM support. Work Order Forms Select White paper, Generic Printed paper, or Custom paper, which allows users to choose a Work Order print layout. 27

31 Print Bill-To On Work Order Be sure to set this to No. Vendors As Providers Set this field to Yes if your company dispatches work orders to outside subcontractors. This gives you the option to select outside vendors to perform services for your company. Select No if all work orders are assigned to inhouse providers. Use Appointment Calendar Set this field to Yes if you want to update each service provider s appointment calendar whenever a work order is assigned. Calendar update options can be changed when entering the work order, depending on the work order form being used. Default Section The default set here is used on the work order form if you leave the field blank during data entry. Please refer to online help for further details on each field definition. NOTE The Utility button is not used during normal setup. It s available for technical support and is not recommended for users to execute. TASK MANAGEMENT Overview Much of the information required for the work order description can be predefined using a template, or "task". Tasks are a combination of classification codes. priority codes, problem descriptions, service providers, scheduled dates and times, estimated hours, and permission-to-enter data that can be retrieved during work order entry. Tasks save data entry time and promote accuracy and completeness. An added feature of the task is a punch list, which gives the service provider step-by-step instructions on exactly how to complete the service if it is detailed work. 28

32 Figure 9 Work Order Task {Work Order Utilities Task Management} PROCEDURE 1) Select Utilities from the Work Order menu. 2) Select New Task from the Task Management menu. NOTE Once you have tasks entered, you can print reports from the Task Selection window or display the punch list, if one exists for the highlighted task. 3) Enter a Task Code (up to 15 characters) that briefly describes the work you are creating a task for. 4) Select whether this task is a: Punch List Click the Clipboard shortcut at the bottom of the screen to display a separate window. Identify the specific line items of the punch list, and use the sign off column as the tasks are completed. Procedure Type the procedure description in the text box. 5) Select the Classification and Priority maintenance codes indicating how you would categorize this task. 29

33 6) Select a primary Provider, if there is one in-house person or vendor who usually performs this task. An I or V displays next to the field to indicate whether this is an inhouse provider or a vendor. 7) Use the Days Until Scheduled field to indicate how many days after this work order is entered you would like to schedule the work to begin. For instance, if today s date is 5/23/YY and you enter a work order using this task, the work order Scheduled Date would automatically default to 5/26/YY, which can be modified. 8) Enter the time of day you would like for this task to begin in the Scheduled Time field. 9) Enter how long you estimate it will take to complete this task in the Estimated Hours field. 10) If the selected service provider has a default hourly rate attached to his or her record, that value will be displayed in the Default Hourly Rate field. You can also manually enter a dollar amount in the field. 11) Enter the number of days from the time the work order is scheduled until this task must be completed in the Days Until Mandatory field. 12) Enter the dollar amount that this task should not exceed upon completion in the Not To Exceed field. 13) Select the Permission To Enter rights to indicate how the service provider will gain access to the unit where services are to be provided. Permission Codes are entered using the Utilities menu. 14) Select the Ignore Actual Hours On Site For Billing checkbox if you want to track the actual time spent on site, but not use that amount to calculate the labor charges. This option is useful when flat-rate amounts are contracted for this provider. 15) Click the Dollar Defaults shortcut during task entry to assign default costs, percent (P) or dollar amount (A) adjustments to the cost, sales tax, and charges to be entered on any service call associated with this task. 16) Click OK to save this Task. You can generate a Task Listing or Task Report from the Task Management menu to check your work. 30

34 ENTER A WORK ORDER {Work Order Utilities} Use the Work Order menu to create, edit, view, duplicate, and maintain work orders. The Work Order data entry screen is divided into several sections to determine: Who is requesting maintenance The nature of the problem The plan to fix the problem Additional Information and Status We ll assume for the tutorial that an occupant called in a routine maintenance request that does not involve one of the inventoried fixed assets of the property. Once a work order is entered, you have the option to set a recurrence, or duplicate the information, before dispatching. Duplicate or Recurring Work Orders Duplicate When you create a duplicate work order, SKYLINE Facilities Maintenance takes a "picture" of the original work order and creates another one exactly like it. You do have the option, however, to select a different occupant or unit. Recurring Uses the Recurring Service Scheduler and can be set to recur using a variety of scheduling options, including cycle time, day of the month, special event, and so forth. Recurring work orders are created for the same occupant and unit and are put into a queue until the date the work is scheduled to begin. 31

35 Figure 10 Work Order Form PROCEDURE 1) Select New Work Order from the Work Order menu. A Work Order number is automatically assigned. 2) Select an Occupant from the list. Navigate using the TAB key to populate the fields. The Unit and Property information automatically completes. Or, you can leave the Occupant field blank and select a Unit instead. NOTE Either the Occupant or Unit field must be completed before you can proceed entering the work order. Once you tab passed these fields, they cannot be modified. 3) Use the Called In By field to identify the individual that placed the called in the request. The default is provided by the Occupant field (as you tab through the fields). You can add a new contact on the fly by typing a name and tabbing past the field. You are then prompted to create a record in the Contact file and can enter the contact information. Provide a Telephone number to contact the caller. 32

36 4) Enter a Service Request description to identify the problem that the caller is asking you to address or the symptoms of the problem. 5) Provide the work category, task, class, priority, and budget to indicate what the problem is. 6) Enter the Provider, scheduled repair dates, estimated hours, and mandatory completion date to indicate the plan to fix the problem. Remember providers can be in-house (I) or vendors (V). 7) Complete the additional work order information, such as PO number, Not to Exceed amount, entry method, and unit information (20 character limit). 8) Enter the work order s Current Status such as Open. 9) Click the Recurring button to view how to schedule this work to repeat or the Duplicate button to view how to copy the work order, using the same address or a new address. Cancel the windows to return to the Work Order data entry window. 10) Click the Dispatch button to print or electronically send this current work order. Select Use Print Preview to view the work order before printing Click the Envelope shortcut on the Print Options screen to define an electronic dispatch, such as or fax (if you have the Communication Suite). 11) Click OK to complete the work order data entry. 12) Select No when prompted to enter another Work Order. 33

37 RETROACTIVE WORK ORDERS {Service Call New Service Call} Sometimes work is performed without entering a work order, such as when there is an emergency situation with no time to create a work order. Whenever work is performed, even if there is not a work order, a service call should be entered to record the labor, materials, and costs. 1) Tab past the Work Order field on the Service Call data entry screen. 2) Complete the Occupant or Unit fields and the remaining service call details. 3) Click OK to save the service call. SKYLINE Facilities Maintenance automatically creates a retroactive work order based on the service call details. SKYLINE Facilities Maintenance also adds a comment in Notes, which identifies that this work order is retroactive and is linked to a particular service call, so that you have an accurate audit trail for this work order. See page 36 for a full discussion on Service Calls. 34

38 WORK ORDER REPORTS {Work Order Inquiries or Reports} The Work Order menu provides numerous reporting options that you can either preview or print. Many inquiries and reports generate views of the database information in various formats, such as: Work Order Listing Week View Past Due List Status List Work Order Forms Classification Report You can use the Check To Do List for inquiry to search for specific work orders and generate the Response/Cost Analysis to review statistics on labor, actual costs, and hours. Exercise Select a few inquiries or reports to display to better understand how to generate work order information in a report format. Figure 11 Work Order Inquiries and Reports 35

39 Service Calls Overview Service calls document work that has been completed. Service calls contain many of the same fields as work orders, but record actual data as opposed to estimates and tentative schedules. The Service Call menu helps you to efficiently account for the details and amounts of all resources and expenditures used to complete the service. SERVICE CALL SETUP {Service Call Utilities Module Setup} Before creating a service call, you must complete the Module Setup screen to define the service call entry defaults and basic information required to process the data. NOTE This is typically done by the application administrator. Figure 12 Service Call Module Setup Field Definitions Below is a list of some of the most commonly used field definitions for Module Setup. FIELD DEFINITIONS Next Service Call Number This number is applied to the next service call record brought up on the screen. It automatically increments by one each time a new record is displayed on the screen, regardless of whether or not that record is saved. 36

40 NOTE Do not reset the Next Service Call Number once you begin entering data. Resetting this number after the initial setup causes program errors and is only done if directed by technical support. Default Bill-To Type Leave the default as Occupant Distribute Service Costs When posting Accounts Receivable transactions to SKYLINE Property Management, you must associate the charges of a service call with an appropriate SKYLINE Charge Code. Use this screen section to identify which charges will be passed on to SKYLINE. Each checkbox selected activates the magnify glass shortcut next to the Charge column on the Service Call screen. This allows you to distribute the charges to the appropriate charge code. When reviewing accounts receivable entries in the SKYLINE Occupant Charges Schedule, there will be a line item for each charge code distribution. Posting Method Select to post transactions to SKYLINE Property Management Summary or Detail Summary The Charge Description in the SKYLINE Charge Schedule displays the name of the charge code. All service calls included in the SKYLINE invoice posting operation are totaled according to charge code. Detail Each service call is detailed according to all the charge codes selected during service call entry. In addition, the Charge Description in the SKYLINE Charges Schedule reflects the service call number and services description (up to ten characters) for every call included in the SKYLINE Facilities Maintenance invoice posting operation to SKYLINE. ENTER A SERVICE CALL Overview The service call data entry window retrieves an existing work order, if one was created, and captures service and financial details. All costs, adjustments, taxes, and charges are distributed between labor, materials, subcontractor, and miscellaneous components. Create a service call once the requested service is complete. OVERVIEW PROCEDURE Entering a service call also includes posting the information to the general ledger and updating the work order status. 37

41 1) Enter the Service Call data, some of the information is inherited from the work order. Add actual costs and time. 2) Pick a Charge Code to invoice the occupant (or other party) for the charge. 3) Click the Billing button to select SKYLINE as the general ledger and provide the billings options (for AP and AR). 4) Click OK on the Service Call data entry screen and continue with the process; defining the AP Batch entry. 5) Update the Work Order Status. 6) Run the Pre-Billing Review Inquiry NOTE There are 2 posting methods for the Occupant charges; one is immediate post the other is in batch processing. You have the option to Post the accounts receivable portion of the Service Call (occupant charges) at the end of this procedure, but the posting process is discussed separately in this tutorial (page 43). NOTE The AP portion of the process (preparing a voucher for the vendor in SKYLINE Property Management) occurs at the end of the service call procedure and is not related to the Post checkbox on the Service Call screen. Figure 13 Service Call Form 38

42 {Service Call New Service Call} Following is the detailed procedure to enter a service call based on a work order. PROCEDURE 1) Select New Service Call from the Service Call menu. 2) On the Service Call data entry screen select the associated Work Order number. Many of the fields complete based on the work order information, such as the Occupant and Unit. 3) The work Category, Class, and Priority fields complete based on the associated work order and can be modified. 4) The Task Code is an optional field. Tasks are inherited from the work order, including the description and punch list (see page 28). If a punch list is associated with the task, the Punch List clipboard shortcut displays adjacent to the Task field. Click the shortcut to enter actual task results. 5) Enter a Description of Services Provided. Select or type abbreviations to speed data entry. 6) Select the Caused by Occupant checkbox if necessary. If selected, the Invoice Charge column label turns red as a reminder that you may charge damage costs to the occupant, if they are not already receiving an invoice. 7) Enter Provider details, including dates, costs, and budget. Select a Vendor, not an in-house provider, because we will be paying the vendor using the SKYLINE AP feature. 8) Enter the actual Costs of Labor, Materials, Subcontractors, and Miscellaneous to determine the cost to your company for the service call. NOTE In the future, use the Magnify shortcuts next to the cost fields to detail the Helpers, Inventory items, and mileage used to complete the service call. See online help for more information. 9) Click the Magnify icon next to the Invoice Charge field to display the Charge Code Distribution window. Use this window to distribute the charge to various SKYLINE Property Management Charge Codes. Select a charge code (such as an expense), type a distribution percentage, TAB, and the distribution amount calculates automatically. NOTE The Magnify icon is active only if you selected to distribute to charge codes in Service Call Module Setup and the Invoice Charge field is greater than zero (Cost + Adjustment x Sales Tax). 39

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