Functions and mechanisms dedicated to demanding usersKnowledge Base

Introduction

The knowledge base provided on warranticon.com is created to help you navigate the application. Here we describe the main functionalities in a business and operational way – technical information about the detailed mechanisms can be found in the technical documentation.

Warranticon is a service system whose key element is the handling of service calls and requests. The proper classification of the system is Field Service Management.

The system is divided into modules, the activation of which activates the functionality of a specific range.

What is Field Service Management?

Field service management software (FSM software) helps companies provide effective on-site service by tracking tasks, managing staff, and maintaining visibility into operations. Typical features of field service management software include

  • work order management
  • inventory management
  • shipping
  • scheduling
  • fleet tracking
  • reporting and analytics

These features increase coordination between the home office, warehouse and field technicians, saving the company time and money while speeding up transactions. These tools enhance field service automation (FSA) to eliminate manual labor from office tasks such as scheduling, dispatching and skill matching.

Companies managing field services experience three main problems:

  • communication issues
  • optimal resource planning
  • inexperienced technicians

Field service management systems, when used properly, solve all of these problems.

Source: technologyadvice.com

Yes No
Last updated on 28 December 2021

System characteristics

Warranticon is made available in a form adapted to user preferences:

  • CLOUD – that is, an instance in a virtual cloud in which the application execution files and database are registered – dedicated to individual clients of the system,
  • HYBRIDE CLOUD – is also a mechanism for sharing applications in the virtual cloud, with the difference that part of the database resources may be located in the client’s server infrastructure. Thanks to the hybrid cloud it is possible e.g. to integrate an application with another client application whose resources are located in the client’s own infrastructure.
  • ON-SITE – full installation of the application in the client’s server infrastructure. Such an implementation requires a dedicated implementation process and application maintenance.

Licensing of the system is based on the selection of preferred modules that will be used by the user, i.e. the first parameter is the selected modules, the second is the number of users, and the third is the duration of the license.

The price list of the system in the Cloud or Hybride version is available online, and individual quotes are prepared by Warranticon Customer Service.

 

Yes No
Last updated on 28 December 2021

Warranticon Application Instances

Currently, there are two public instances of the application:

  • cloud.warranticon.com – this is the public and official version of the application to which users of the Cloud version log in. The user has his parent organization (i.e. company), of which he is an employee and which is the owner of the license. This version is also used by the contractor’s employees who are registered by the user assigned to the license.
  • demo.warranticon.com – is a demo version of the application, in which functionality is limited for educational purposes. Anyone who needs to become familiar with selected mechanisms of the system can use public authorization data to see and “click” the system. Data entered in the system do not reflect reality.

It is possible to create a dedicated Internet domain through which users can access the system. Such a possibility is prepared for a fee on request.

Yes No
Last updated on 28 December 2021

Warranticon modules

The Warranticon system currently has the following extracted modules:

  • Basic Module
  • Requests management module
  • Cost estimate management module
  • Orders management module
  • Contract management module
  • Remote monitoring module
  • Customer Zone module
  • Mail Dispatcher module
  • API module

Their availability for organizations depends on the purchased license, and for users on the configuration of roles by the system administrator.

Warranticon applications

Yes No
Last updated on 28 December 2021

Your Organization in the System

By receiving a license to use the Warranticon system, the employees of a specific Organization are entitled to use its functionality.

The organization in the system is most often a company that provides maintenance services and subsequently needs to use the system to organize its organizational processes.

As you work with the system, you will encounter the following concepts, among others:

  • System Organizations – one or many (multi-company) – this means that one user can have access to one or many instances of the system. Instances are fully independent in terms of database resources (i.e.: independent lists of contractors, products, warehouses, applications, etc.).
  • Sub Organizations – is a list of companies whose employees are part of your operational process, as subcontractors, partners, etc. Users assigned to a sub-organization can gain access to the system with a login and individual password.
  • Contractors – this is a list of companies or individuals to whom you provide maintenance services. A contractor is usually a company that has its own employees – so if necessary you can give them access to the so-called “external contractors”. Client Zones (independent module of the system).
Yes No
Last updated on 28 December 2021

Entitlements of Subcontractors

Warranticon has been equipped with a mechanism that allows sharing the system with subcontractors – who simultaneously gain access to login.

The system has the ability to work in two modes, which can be switched in the configuration section by defining: “Distinguish data for subordinate organizations“.

  • NO – means that each subcontractor’s employee who will have access to the system will see all data entered into the system – of course, according to the assigned roles.
  • YES – activates the restriction mode for subcontractors or suborganizations. This means that you will need to grant permissions for Sub Organizations – when editing e.g: Contractor. If such access is granted, the subcontractor’s employee will see all related items: i.e. submissions, tasks and products dedicated to this Contractor.

The use of restriction mode can be useful in the case of companies that need to separate access to system resources, e.g. due to territorial differences – (when the company has branches, and their employees serve selected customers), or when we work with a subcontractor who works under a shared Warranticon license.

Yes No
Last updated on 28 December 2021

Basic Functionality

Warranticon’s system engine is primarily functionalities necessary to ensure the process of handling service requests. Requests are assigned to employees, contractors, products, and any relationally related elements such as cost estimates or contracts – which are additional functionalities included in individual modules.

Core functionalities are mechanisms that allow you to manage the System Organization (administrative activities) and process Requests (operational activities).

Yes No
Last updated on 28 December 2021

Basic mechanisms

Warranticon is designed to give users the ability to choose the mechanisms they need to use. This feature has the advantage that when starting to work with the system we can use the basic functionality, and only in the next stage of implementation development, expand the system with other mechanisms.

So what functionalities are included in the Basic Module?

List of functionalities for the Basic Module.

..

Functionality Functionality description Availability
Management Organization Ability to configure and define the data of the company that is the master user of the Warranticon system.

  • Company name
  • NIP
  • Code (company id)
  • Address information (street, number, zip code, city)
  • Time zone
  • Correspondence e-mail address
  • General phone number
  • Bank account information
  • Company logo (* used on documents)
  • Configurable mail client for sending e-mail notifications related to system activities
    • SMTP mail settings
    • Management of Email Templates (e.g. Notifications when a ticket is created, etc.)
YES
User Management Coordination of the list of users performing specific roles in the organization

  • Roles management – privilege coordination mechanism – adding and moderating the system space in which users of specific roles can move
    • Coordination of roles for organization and sub-organization users
    • Coordination of roles for users of customer area
  • User management
    • organization – i.e. who can or cannot log into the system
    • sub-organizations – i.e. who can or cannot log into the system
    • Converting contractor’s employee to client area user * if client area module is active
YES
Managing Contractors Possibility of building company (client) database with possibility of adding persons (client’s employees) and locations where the contractor has its offices. YES
Warehouse Management Full functionality of warehouse and stock management through warehouse documents such as: warehouse receipt or inter-warehouse transfers.

Ability to create various types of warehouses, including fixed assets, physical and virtual warehouses.

YES
Requests Management Ability to create and process tickets with options:

  • Parameterize ticket sources,
  • Associating tickets with:
    • contractor and reporting person
    • define priority
    • link the request to a product
  • Process the request
  • Assign tasks to tickets
YES
Task management Mechanism of simple task processing with functions of task creation and defining in time:

  • indicating the contractor
    • with an option of narrowing down the results of the remaining fields to those dependent on the contractor
  • indicating the product
    • preview of historical tasks for the indicated product
    • possibility to connect services related to the product or other products
  • defining the execution time intervals
  • defining whether the task is paid additionally or not
  • defining subcontractor or internal contractor (or contractors for the task)

Task processing based on status moderation

  • New – added but not fully described with possibility to assign task executors and inform them about task assignment
  • Assigned – status indicating that the task is ready for further processing
  • In progress – status indicating that the task is in progress
  • Paused – status indicating that the task is paused in execution
  • Resolved – status indicating that the task has been completed by the contractor
  • Cleared* – option available with the active module of advanced task accounting – enables full assignment of costs of task realization and connection to accounting documents
  • Completed – closed task
YES
Products management Possibility to build product base on the basis of two areas:

  • Product cards – being a set of parameters common for several products
  • Products – items assigned to a specific product card with individually defined features, e.g.: serial number (+ ability to add two own features for the system – e.g. IP address, EAN code or other feature parameter common for the whole system)
YES
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Last updated on 28 December 2021

Call, Notification, Task

Notifications – how to understand them from the perspective of an IT system? A dilemma that may arise is – what is the difference between a notification and a task or a call. Each of these concepts can be understood in a different and very dedicated way. Here is how Warranticon treats this issue.

Call – the beginning of the process.

Service call has usually very different sources – and it is, by definition, information from the customer that we should analyze. The analysis is needed only to determine that the call is related to our business, is not a mistake or spam and, most importantly, that it has all the necessary information to create an actual report = ticket.

Calls may be coming to us:

  • electronic mail (e-mail)
  • by phone
  • by filling out a form on the website (e-mail or API)
  • or directly from a conversation with a customer

In short, a call is information about the need for action, so we should inform the sender that it has arrived and has been pre-recorded, and that the customer will be informed of any further action by the same or another means.

From callto report – TICKET

A notification is already a concrete record in our system that contains some main and accompanying information. These main ones are primarily:

  • Application reference – which the customer can refer to
  • Category or type of report and its source
  • Date of admission
  • Status – e.g.: new, accepted, in progress, closed

An application is usually subject to a specific process or procedure.

sample process for converting a summons to a notification

The procedure is usually flexible to some extent and depends on customer preferences. Preferences, on the other hand, depend on the nature of the business, capabilities and operational needs.

Notification and many tasks – TASK

A Request may be delivered to us in the form of an e-mail message, which in its content may refer to more than one need. For example, the Customer may include in one message information about the failure of several devices – that is why we assign Tasks to each Request, which are performed as the purpose of work of specific people or teams.

Until all tasks are completed, and they may have different deadlines or scope, the submission should not be closed. And the more issues there are, the more difficult it is to inform the client about the status of that submission.

In Warranticon we inform the client about changes in the status of the request, and we provide detailed information already in the so-called Client Zone, through which it is much easier to present the status of individual tasks.

Summary – Call > Report > Tasks

The quintessence of a ticket management system is its orderly processing and agile notification of the most important facts to the customer. There are many possibilities of adjusting the process to individual needs of a given organization, therefore we encourage you to check the already tested mechanisms that our Warranticon is equipped with. If your needs evolve or you need slightly more personalized mechanisms – we invite you to talk to us.

Yes No
Last updated on 30 December 2021

Registration of applications

Service companies provide their services based on requests from customers. It seems to be trivial. The person responsible for contact with the customer takes the request, records it and processes it into a task. What happens when there are dozens or even hundreds of requests a day? When they come from different sources and each of them needs to be controlled? Chaos and clutter. We answer the phone, read e-mails, while a colleague from the company passes us another notification he received. Service dispatcher has his hands full, and additionally has to remember important details and pass them on to the service technician. In addition, at the same time a partner calls and needs our help in providing services to his customers. You can get lost… and it would be enough if all requests that come to the company were placed in one place, where we could further process them…

Warranticon is a ticket system, i.e. a system that organizes tickets. The ticket system increases the speed and quality of service, which makes customers more satisfied with the quality of service provided. This means that every email, chat, form filling on the website, phone call received goes into the list of events in a given ticket. It can even be recorded by a technician during a service visit. The customer automatically receives information about the status of his request from the system, so we can save working time and keep the customer satisfied with the services performed by avoiding misunderstandings.


Warranticon optimizes and dynamically narrows the list of fields to be selected in order to register the request quickly and efficiently without any possible mistakes.

A request in Warranticon is defined in 5 simple, fast, and often automatic steps:

  • select a product or service;
  • select a contractor and location;
  • link the product to its actual user and reporter;
  • prioritize your report;
  • characterize the event;

What mechanisms does Warranticon offer for registering requests?

  • manual registration of a service request, e.g. a phone call,
  • automatic integration with company e-mail using the “mail dispatcher” module. It is possible to connect a so-called service box and automatically convert e-mail messages into Warranticon tickets,
  • a platform for customers – “customer zone”, where logging in persons – customers – can report a service need,
  • request via a contact form on the user’s company website. The form integrates via API with the Warranticon service system and after submitting the completed form a new request is automatically created in the system,
  • integration with any external application that has a mechanism for receiving e-mails, through the API,
  • automatic notifications, which are created as a result of scheduled cyclical events such as inspection or maintenance.

Notifications are closely related to the module responsible for tasks. The dependencies arise from many logical aspects. To one ticket we can assign an infinite number of tasks. If all tasks assigned to one ticket are not completed, then it is not possible to close it. Tasks are responsible for the full process of request handling – they are profiled with extended functionalities of status and realization control.

Yes No
Last updated on 30 December 2021

Balance of submissions

Is the trend of requests flowing into the service increasing or decreasing? This question is seemingly very easy to check, but in the long run, monitored too rarely or too late.

A company earning money on providing maintenance services cares about several important issues – first of all, the number of requests should be properly balanced. In the automotive industry we earn on service reviews, so we want the positions to be optimally “loaded” . This ensures that technicians have work to do therefore more likely to be profitable. If we provide services based on service contracts, then we also keep an eye on the upper limit of the number of requests, so that the cost of their service does not exceed or is consistent with the subscription revenue.

Warranticon presents reports in the appropriate places so that the manager or supervisor responsible for scheduling work can see if the trend is as expected. In addition to this, pay attention to the chart below. It shows that:

  • A) the maximum volume of requests handled in this particular case is 18 requests per week,
  • B) in week 7 of 2020 the service handled the highest number of requests, and in the following weeks there were significantly fewer.
  • C) there are currently weeks without service calls, which can be very alarming,
  • D) the first calls were in week 30 of 2019, so if we assume that calls are coming in seasonally, we are in serious trouble.

Warranticon is a system in which data analytics plays a very important role, and agilely and accurately captured data in appropriate graphs is an opportunity to convey a lot of information in a small graphical space.

The number of requests is information for the service manager, for the managers of the company, as well as for the customers and employees. Each of the mentioned groups of stakeholders will pay attention to a slightly different aspect, while the availability of these data will become an important element of the daily schedule.

Yes No
Last updated on 30 December 2021

Product Card and Product

Registering stock products in Warranticon is done by defining two key concepts of a Product Card – which is a set of features common to Products included in this Card. A Product, on the other hand, is a record belonging to a specific Card – distinguished, for example, by a specific serial number.

What elements can be recorded in the above cases.

Product Card – available fields
  • Name – simple text description
  • Codea uniqueproduct symbol
  • SKU – (stock keeping unit) additional field which may be repeated in case of many product cards
  • Is serial number required? (checkbox)
    • YES – implies that the user will be able to assign serial numbers and identifying labels(discussed in Product)
    • NO – this option is suggested for goods accepted by quantity – then the products are not individually recognized in the system, and we gain the possibility to monitor the total number of products in the warehouse
  • Unit of measure
    • pcs – pieces
    • opk – package
    • kpl – set
  • Type of product card
    • Product
    • Service
    • Set
    • Packaging
  • Individual dictionary fields
    • Manufacturer – user can create his/her own list of manufacturers
    • Product card category – user can create his own list of categories
  • Description – text field
  • Pricing information
    • Financial designations
      • is the product subject to split payment? (YES / NO)
      • determination of JPK GTU classification (predefined list of classifications)
    • Currency – drop-down list (* using currency conversion integration)
    • Purchase price (value + VAT rate)
    • Sale price (value + VAT rate)
  • Maintenance information
    • Warranty type (user-moderated dictionary library)
    • Product life cycle type (user moderated dictionary library)
    • Periodic inspection (user-moderated dictionary library)
Product – available fields and mechanisms

When entering a product into a Product Card, it is important whether the card has been marked as requiring a serial number or not.
When a product does not require a serial number.

Replenishment without a stock document

  • Number of products
  • The target warehouse where you are placing the products
  • The parameterization then allows you to add descriptive information
    • Public
    • Non-public

Completing a stock with a stock document

  • Create a document, e.g., “Internal Receipt”
    • The target warehouse is selected
    • Declare the date of the document
    • Define the currency and the exchange rate for the currency
    • Indicate the products by selecting one of the cards that you want to complete by specifying:
      • quantity of products
      • net price
      • VAT rate
    • Description for the document

When the product requires a serial number.

Replenishment without a stock document

  • Number of products
  • The target warehouse to which you are adding products
  • Define labels
    • Basic serial number * field completed only once and cannot be changed
    • Label 1 – field configurable depending on application for the whole system (e.g. IP address) * value can be changed during editing
    • Label 2 – field configurable depending on application for the whole system (e.g. EAN) * value can be changed during edition
  • Determine if Product is serviced – YES / NO – influences the way the product details are displayed
  • Parameterization allows then to add descriptive information
    • Public
    • Non-public

Replenishment of the stock with the stock document

It differs only from the alternative that the user has to enter serial numbers according to the number of pieces of the purchased products.

Yes No
Last updated on 28 December 2021

Product Cards and their relationships

Once a Product Card has been successfully created – the user gains the ability to view multiple related items, depending on permission level.

Basic sections of the Product Card relationship:

    • Items – i.e. specific pieces of products that have been assigned to the card including:
      • serial number / or not
      • quantity
      • warranty period
      • description
      • + whether the product has been added to favorites
    • Warehouse – a list of warehouses on which there are products from a given card
      • Warehouse name
      • Number of pieces
      • Number of blocked pieces
      • Warehouse location
    • List of notifications for the product card
    • List of related files
    • List of related documents
    • List of relationships * what other cards are compatible or interchangeable with the card being viewed
    • Notes for the card
Yes No
Last updated on 28 December 2021

Products and their relations

The product details view is one of the most advanced and dependent on activity and configuration. Items available to the user may include:

  • Related
    • Requests
    • Tasks
    • Contracts
    • Documents
    • Files
  • Tree of relationships with other products (components, successors, consumables, etc.)
  • Metrics
    • Current meter status (bar chart)
    • Trend of counter change over time (line graph)
    • Counter table with counter moderation
  • Notes
  • Details
    • List of anomalies for the product
    • Warranty period
    • Inspection date
    • Stock location with modification option
    • List of events (flight)
Yes No
Last updated on 28 December 2021

Mail dispatcher

The sources of incoming calls can be many, and one of them is of course emails sent to a specific mailbox such as: serwis@nameofyourcompany.pl.

The mail dispatcher module is a tool that will help you automate the receipt of messages sent to this service e-mail address, and at the same time will help you coordinate responses to customers. This aspect is especially important so that the customer knows that the message to the service has arrived and is awaiting further processing.

The mail dispatcher module is called from the top menu, where there is a dedicated icon with an open envelope (when there are pending messages in the e-mail box – we will see how many there are).

Belka menu Warranticon
Application upper menu – example.

Configuration of Dispatcher module.

The fields that need to be defined allow the application to connect to the mail server via the IMAP protocol, so it is necessary to define the server login data – this information is usually individual for a particular mail service provider.

A very important aspect is to indicate the destination Folder for incoming mail as defined in your account – and for outgoing mail – so Warranticon can present the history of communication with the client.

See configuration examples for a few selected providers.

Yes No
Last updated on 28 December 2021

Mail - GMAIL

Connecting Mail Dispatcher to your @gmail.com Account – requires you to unlock features that block access to mail.

Be sure to unlock “Access less secure applications” – otherwise, Warranticon will not be allowed into your mailbox. How to do it?

  1. Log in to your account via gmail.com.
  2. Go to the “Manage your gmail account tab” (https://myaccount.google.com)
  3. Go to the ““Security” tab
  4. Find the “Access less secure applications” section”
  5. Set “Set “Allow less secure apps: ON”

Once properly approved, you will receive an email from your provider.

You can now return to your Warranticon portal account and go to the “System Organizations / Advanced Email Settings” section

Advanced Email Settings

  1. Enter your email address: xyz@gmail.com
  2. Define a username: e.g.: xyz@gmail.com lub Serwis Firmy X
  3. Define your account password: *****
  4. Set up an IMAP connection
    • IMAP server: imap.gmail.com
    • IMAP port: 993
    • Security Options: UseSslOrTls
  5. Specify the SMTP connection
    • Serwer IMAP: smtp.gmail.com
    • Port IMAP: 587
    • Security Options: UseStartTls
  6. Click the Check Connection button
  7. Click the “Generate Tree and Specify Folder” button”
    • specify the folder where incoming mail is stored (INBOX),
    • specify the folder where outgoing mail is stored (SENT).

More information about the configuration of the GMAIL server can be found here https://support.google.com/mail/answer/7126229

 

Yes No
Last updated on 28 December 2021

Poczta - Office365

Connecting Mail Dispatcher to your account at @twojadomena.com or @office365.com – requires you to unlock the mail blocking features.

Be sure to disable the “dual authentication feature for the account you wish to use” – otherwise Warranticon will not be allowed to access your mailbox. How to do it?

  1. Log in to your account via https://login.microsoftonline.com.
  2. Make sure that the dual authorization feature is not activated.

After successful verification, configure your account according to the following details.

Advanced Email Settings

  1. Enter your email address: xyz@office.com
  2. Define your user name: e.g.: xyz@office.com lub Serwis Firmy X
  3. Define a password to access the account: *****
  4. Set up an IMAP connection
    • Serwer IMAP: outlook.office365.com
    • Port IMAP: 993
    • Security Options: Auto
  5. SMTP connection period
    • Serwer IMAP: outlook.office365.com
    • Port IMAP: 587
    • Security Options: Auto
  6. Click the Check Connection button
  7. Click the “Generate Tree and Specify Folder” button
    • specify the folder where incoming mail is stored (INBOX),,
    • specify the folder where outgoing mail is stored (SENT).
Yes No
Last updated on 28 December 2021

Mail - home.pl

Connecting Mail Dispatcher with an account from home.pl requires proper definition of SMTP and IMAP parameters.

After successful verification, configure the account according to the following data.

Advanced E-mail Settings

  1. Enter your e-mail address: xyz@yourdomain.com
  2. Define your user name: e.g.: xyz@yourdomain.com lub Serwis Firmy X
  3. Define a password to access the account: *****
  4. Set up your IMAP connection
    • Serwer IMAP: youraccount.home.pl
    • Port IMAP: 993
    • Security Options: Auto
  5. Specify the SMTP connection
    • Serwer IMAP: outlook.office365.com
    • Port IMAP: 587
    • Security Options: Auto
  6. Click the Check Connection button
  7. Click the “Generate Tree and Specify Folder” button
    • specify the folder where incoming mail is stored (INBOX),
    • specify the folder where outgoing mail is stored (SENT).
Yes No
Last updated on 28 December 2021

Warranticon WHS

Warranticon WHS is a dedicated Windows application – which allows direct connection of printers of type:

  • document printer
  • label printer
  • barcode printer

and to indicate which printers should be used as default printers for specific workstations during order logistics.

Installation files

Yes No
Last updated on 28 December 2021
Suggest Edit

Ediko Sp. z o.o. 2020 – warranticon.com – all rights reserved.

Ediko Sp. z o.o. 2020 – warranticon.com – all rights reserved.