Web Logs are created when a customer requests service via FMAnywhere, TechAnywhere or from Service Channel. Web logs are not created in the Web Log viewer. However, this viewer may be used to cancel a Web Log, or mark it as a duplicate if it has been created twice in error.
Referenced by: New Call; Work Order; FMAnywhere; Techanywhere, Client Web Interface, FMMS (Service Channel, OfficeTrax, etc.).
A Web Log can be used to generate a Work Order by entering/selecting its Id in the New Call viewer.
See Auto-Generate Work Orders from Web Logs for details on implementing this functionality.
Escalation management can also sense and trigger events based on web log changes (e.g., to Canceled or Duplicate), allowing the user to define escalation profile rules to send email notifications automatically.
Note that Escalation Profiles can be set up for Web Logs (as well as Work Orders). The ability to associate a specific escalation profile to weblogs by branch may be enabled by creating a Registry Entry to Set Weblog Escalation Profile by Branch for use with Web Logs generated from the Anywhere Suite.
Alternately, see Registry Start Scheduled Event Manager for an entry to escalate Web Logs by Service Category. This registry, if enabled, overrides the sys-weblog-escalation settings that specify Escalation Profiles by Branch.
Web Log Id:
This field is generated by the system when the Web Log is created.
Date Logged: Time Logged:
These fields are automatically completed by the system when the Web Log is created.
Status: New Acknowledged Unacknowledged Cancelled Duplicate
Typically, the status of a Web Log is set by the system. When a Web Log is first created in FMAnywhere, it is set to New. If the Scheduled Event manager is running, it will then immediately be set to Unacknowledged . TechAnywhere Web Logs are initially posted as TA, then set to New, and then set to Unacknowledged by the Scheduled Event Manager. Note the if the Scheduled Event Manager is down, new Web Logs will retain their ‘New’ status. When the Scheduled Event Manager is restarted, all Web Logs with a status of New will be set to Unacknowledged.
If the web log is used to create a work order in new call, it is automatically set to Acknowledged. When you double-click on the Web Log Id in New Call, only Web Logs with the statuses of Unacknowledged or New will appear.
The status may be set to Cancelled (by double-clicking the adjacent radio button) if this web log was created in error or if the client decided to cancel the service request. The Duplicate status should be used to flag duplicate web logs.
Previous Status: New Acknowledged Unacknowledged Cancelled Duplicate
These fields are maintained by the system, and are used in by escalation management to sense and trigger events based on web log changes (e.g., to Cancelled or Duplicate), allowing the user to define escalation profile rules to send email notifications automatically.
Type: Client - Technician - Service Provider - FMMS
This display-only field is indicates the source of this web log record: Web Client or FMAnywhere, TechAnywhere, or FMMS (Service Channel, OfficeTrax, etc.).
Work Requested:
This text field is entered when the web log is created.
When a web log is created from TechAnywhere (as a service recommendation) the system will pre-pend the tech's service recommendations to this field with 'FromWO:xxxxxx ...' where xxxxxx is replaced by the Id of the Wo being posted.
Client Site Id:
This display-only field is set when the web log is created.
Work Code Id:
These fields are initially set when the Web Log is created.
Work Date: Ack:
Reserved for future use.
The Print Web Log Button works in conjunction with a report, Report Web Log (rwblgrprt.rpt), that prints the contents of the Web Log and its Call Script. To implement the Print Web Log functionality, the report must be installed, a user-defined function created for it (rwblgrprt), and the function assigned to the applicable user groups.
Work Order Id:
This display-only field will be completed when (and if) this web log is used to create a work order.
Technician Id:
If this Web Log was generated by a Technician or Subcontractor user, the Technician Id and Name will appear in this display-only field.
Equipment Id:
This field may be set if the Web Log was generated from TechAnywhere. When a Web Log with the Equipment Id set is processed in New Call, it does not automatically select the Equipment (although the Site will be still be selected).
TechAnywhere Source Rn: Technician Id:
If these fields are completed, this record/line was created/revised from TechAnywhere.
Questions:
The questions from the Call Script record displayed when this Web Log was created.
Answers:
The customer's answers.