- How do I reset my password?
- How do I dispatch a job to a field worker?
- How do I set my Drive and Labor rates?
- Why aren't my updated Company Preference settings affecting my existing data?
- I'm having trouble with follow-up tasks on estimates!
- How do I change the color of my Tasks?
- Why are my emails from Service Fusion not going through?
If you have a question that is not answered here, or elsewhere in our Knowledge Base, please Contact Us!
How do I reset my password?
You are able to reset your password in a couple of different ways. You can go to My Office > Workforce Management, click the pencil icon to the far right of the name you are resetting and go to the Access tab. Here you will find the option to 'Reset Password'. If you are doing this from your own account you will be given the option to put in your current password then your new password.
If you are doing this for someone else then an email will be sent to the email address they have on file under the Contact tab.
You are also able to change your password via the Field Worker App. You can do so by clicking the image of six dots at the top right of your mobile screen and selecting 'My Profile'. The option to reset your password will be found on the resulting page and will have you put in your current password then your new password to enact the change.
How do I dispatch a job to my field worker?
Dispatching a job to your technician can be done in two different ways. The first is by going to the Dispatch Grid and double clicking the job you would like to send a dispatch text message for. In the resulting dialogue box you will select the Dispatch button found to the left of the box. This will open the dispatch message dialogue which will automatically default to the technician assigned to the job and to your default dispatch text message found in your Communication Templates.
The other option is to dispatch directly from the job. You'll find the ability to do this by clicking the 'More' drop down at the top right of the View Job screen. The Dispatch option will be found in this list and will result in a dialogue that will give you the option to pick the template as well as which portion of the job the text is for if you have Additional Site Visits for the job in question.
How do I set my Drive and Labor Time rate?
The Drive and Labor Time rates are both set from within the Company Preferences and are found about half way down the page in the left column. These are only able to be set across the system and not per individual technician or job. When your Drive and Labor Times appear on jobs, these are the rates that will populate the totals!
Why aren't my updated Company Preference settings affecting my existing data?
Changes made to your Company Preferences will not retroactively affect your data. Anything that currently exists at the time that you made the change will not be affected. These changes will take affect on estimates/jobs/invoices that you create after the change was made.
I'm having trouble with follow-up tasks on estimates!
Follow Up Tasks for estimates are visible (on the company calendar and personal calendar) to the person that created them. These tasks are not visible in the field worker app.
How do I change the color of my Tasks?
At this time, the color of Tasks cannot be changed. They will remain a static gray on your Calendar and Dispatch Grid, however, Job and Estimate statuses can be changed by following this guide: How to Change the Color of a Status. If you have a gray status that is making it difficult to determine which block is an Estimate/Job or a Task, try changing the color of the Estimate/Job statuses.
Why is my Drive/Labor Time starting at 12am or ending at 11:59pm?
This is caused by incorrect use of the tech statuses with system logic applied to them. The statuses to track Drive Time are On The Way and On Site while the Labor Time statuses are Started and Completed/Partially Completed/Paused. If a tech were to select a time tracking status without selecting its counterpart, Service Fusion will place a time value in its place that will equal either the beginning of the day for Drive/Labor start time (12am) or the end of the day for Drive/Labor end time (11:59pm). For example, John is on his way to a job and selects On The Way but when he arrives, he immediately selects Started without clicking the On Site status. Since he never indicated to the system when the Drive Time needed to end, Service Fusion rounded it to the end of the day- 11:59pm.
Why are my emails from Service Fusion not going through?
Please check the receiver's email address and the Default "From" Email Address (Found in Outbound Email Settings). If it is a Yahoo or Verizon account then the emails coming from the Service Fusion system are likely getting caught in their spam filters. Since there is no way to whitelist email addresses with these services, please check with your customer if they have an alternate address that you can email them at or change the Default "From" Email Address listed within your system.