Davisware
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*GE- License Request (office version) for existing employees
License requests must come from a supervisor as Davisware has a monthly usage fee. 1. On the Fresh Service portal home screen, confirm in the upper right corner that you are logged in. 2. Click on Request a service button 3. In the Service Catalog, click on Software Installation 4. Scroll down and click on Global Edge (GE) 5. Click on Place Request button in lower right 6. In the Items Requested screen, check the box for Request for someone else and enter their EMAIL in the Requester for field. 7. Click on Confirm. This will create a ticket for both the Support team to install the program on their computer and for the Enterprise Application Support Team to activate a user license. Need additional help? Click here to create a ticket now!
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*RFS- License Request (mobile version) for existing employees
License requests must come from a supervisor as Davisware has a monthly usage fee. 1. On the Fresh Service portal home screen, confirm in the upper right corner that you are logged in. 2. Click on the Request a service button 3. In the Service Catalog, click on Software Installation 4. Scroll down and click on Remote Field Service (RFS) 5. Click on the Place Request button in lower right 6. In the Items Requested screen, check the box for Request for someone else and enter their EMAIL in the Requester for field. 7. Click on Confirm in the lower right. This will create a ticket for both the Support team to install the program on their mobile device(s) and for the Enterprise Application Support Team to activate a user license. Need additional help? Click here to create a ticket now!
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**Update Davisware GE Password
A. To update your password in Davisware GE, click on Change Password. B. Fill in the required information, then click F8 - OK. *Please note, if you forget your current password, please submit a ticket here to have it reset to the default (same as username). Once reset, you can then change the password to something more secure. Need additional help? Click here to create a ticket now!
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**RFS- 400: Invalid technicianCode error
A. Confirm the technician is entering their username a password correctly. Note: usernames and passwords are case sensitive and by default all lower case. Make sure the mobile device is not auto-correcting the first letter to uppercase. B. Submit an incident ticket in the Fresh Service portal or app to have the Enterprise Application Support team verify the technician has a valid user license.
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**RFS- 400: Value cannot be null
From Global Edge (GE), verify that technician has been assigned a warehouse in Salesperson Maintenance. This can been seen on either the Summary or Field Service - Setup Options tabs. If the tech is not assigned to a warehouse, notify the location's warehouse manager. Main Menu --> Customer Master --> 2 Customer Setup Menu --> 3 Salesperson Maintenance Main Menu --> Accounts Receivable --> 2 AR Setup Menu --> 4 Salesperson Maintenance
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**RFS- Tech cannot see next call
A.. Technician: 1. Confirm with dispatch that there is in fact another call on your schedule. 2. In RFS, on the Status tab, click Refresh, Refresh Day. B. Office: 1. Verify with the technician's supervisor that they have permission to see all calls 2. If yes, go to Salesperson Maintenance in GE. Main Menu --> Customer Master --> 2 Customer Setup Menu --> 3 Salesperson Maintenance Main Menu --> Accounts Receivable --> 2 AR Setup Menu --> 4 Salesperson Maintenance 3. From the Field Service - Setup Option 1 tab, check the box next to Send All Calls. C. If still not showing, follow the steps to Clear App Data or Uninstall/Reinstall the RFS app.
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**RFS- Uninstall app
A. Via RFS app 1. Find the RFS app on your device 2. Press and hold the app until a small menu appears 3. Click on the Uninstall 4. After a few moments, the app will disappear. B. Via Play Store 1. Find the Play Store app on your device 2. Search for the current app and click on the app icon 4. Click on the Uninstall button 5. After a few moments, it will show an Install button indicating it has been removed from your device. **At this time, take a moment to search your devices apps to confirm all versions of RFS have been uninstalled. Need additional help? Click here to create a ticket now!
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**RFS- Install the RFS app
1. Find the Google Play Store on your device. 2. Search for GE RFS and select the current version and click on the green Install button 3. Once downloaded, click the Open button 4. Approve all permission pop-ups. 6. Click on the Settings icon in the upper right 7. Enter the password rfs and then Go 8. In settings, click on Company Details 9. In the Client Code field, delete Global and type HBM1000. Confirm the Connection Type is Live, then click Go, followed by Update toward the bottom of the screen. This will save your changes and take you back to Settings. 12. Click the arrow in the upper left to take you back to the log in screen 13. Log in with your username and password. Need additional help? Click here to create a ticket now!
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**RFS- Reset Database
1. Click on the app setting icon 2. Enter the password: rfs 3. In Settings, click on Reset DB 4. Close out the RFS app 5. Go to the phone settings 6. Click on Apps 7. Find and click on the current RFS app and then to Storage 8. Click on Storage 9. Click on Clear data and confirm by clicking on Delete 10. Return to the RFS app. You will need to reset the Client Code. 11. Click on the app setting icon 12. Enter the password: rfs 13. In Settings, click on Company Details 14. In the Client Code field, type HBM1000 15. Confirm the Connection Type is Live and click the UPDATE button. If you do not click update, the Client Code will not save. 16. Once the UPDATE processes it will take you back to Settings. Return to the log in screen by clicking the left-facing arrow in the upper left corner. Need additional help? Click here to create a ticket now!
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**RFS- non-checkout form not emailing to customer
Technician - when forms are created during a service call, the "Saved forms Confirmation" screen should pop-up when FORM is clicked on. Verify that the toggle for Email is blue. If this screen does not appear or the form is still not emailing, please submit a support ticket to davisware@hb-global.com. Office - verify that the document is set up correctly in GE From the Main Menu --> Service Management --> 2 Service Setup Menu --> 11 Service Dispatch Control File, Master Forms tab. Click on the form in question. Attach to Email should be Yes Need additional help? Click here to create a ticket now!