![]() Under the customer's contact information, you can also see the existing open tickets that involve the current customer or asset, as well as the Service Rating and Escalations in Last Month. When the customer is matched, the customer preview area populates with the customer's contact information. Select the customer from the list of possible matches. For example, a case-sensitive search for Bob will return records that start with "Bob," but not records that start with "bob." When the Smart Recorder searches for people, assets, and templates, the search might be case-sensitive, depending on settings defined by your administrator. The Smart Recorder searches for matching People records. When you open the Smart Recorder first time, the g uidance text prompts you on how to begin.īeginning with the symbol, start identifying a customer by name, email, corporate ID, or login ID. To gather information and initiate a ticket with Smart Recorder For more information, see Creating a new customer profile from Smart Recorder. If no matching customer is found, service desk agents with Contact People Admin or Contact People User permissions can create a new customer profile from the universal client. For example, if you cannot locate the customer by name, try searching by the customer's email, login ID, or corporate ID. If you cannot find a customer, try an alternate search method. Smart Recorder returns a maximum of 20 matching people, assets, or templates from a search. For more information, see Configuring people information. To update or delete a customer profile, you must do so from the People form in BMC Remedy ITSM. ![]() Some values such as the Profile Status are populated with default values from the People form.For more information, see Configuring Smart Recorder to exclude customer and contact names from ticket title and description. Before you use the Smart Recorder to initiate a ticket, an administrator must configure it to to exclude customer and contact names from ticket title and description.Manually doing this refresh may display more CFS ribbon items. Use the Check IoT Setup ribbon button to check for information about the IoT setup such as, is IoT deployed, are there any devices in the environment. This error may occur if Dynamics 365 is not connected to Azure or if Azure is offline. For assets with multiple devices, device status will show the error message for each device. When a device does not register, you'll see an error in the Registration Status field of the asset record. If you delete the link to the primary device ID, then the next oldest-connected device ID will be set as the primary ID. Also, the first or the oldest device that's associated with the asset will be the primary device ID for the asset. If you associate multiple devices with the asset, the primary device ID for the asset won't be displayed in the form however, a device ID link'll still exist in the background. When you're associating a device with an asset, you can set a primary device ID for the asset.On the asset, go to Related > Connections to associate additional IoT devices. Multiple IoT devices can be associated with a single customer asset.While you can use custom IoT providers with Connected Field Service, we're going to use Azure IoT Hub in the following examples.įor a guided walkthrough, check out the following video. In this article, we’re going to look at a few ways to register a new IoT device in Connected Field Service, and make sure that IoT device is associated with the correct customer asset in Field Service. While onsite, a field technician might need to interact with and receive data from existing IoT devices in order to better troubleshoot their maintenance or repairs. If a field technician is installing an entirely new asset like an air conditioner, and that air conditioner has an embedded IoT device or devices, they must register that device with the appropriate IoT backend in order for it to start working.įield technicians might need to service an existing asset, and then install a new IoT device that will start sending signals to an IoT backend. We call these sensors IoT devices.įield technicians might need to interact with IoT devices in several ways: In order for an appliance or other asset to become "smart" and connect to an IoT backend, it must have sensors that can take device readings and send that information to the cloud.
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