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Promys7 Frequently Asked Questions

Table of Contents

Service Desk Email Integration

What is Service Desk Email Integration?

Who will be the ‘Sender’ of emails sent to my customers?

How does Promys connect to my email server?

How is the service desk email address configured?  What do I need to do?

Can I configure my service desk email account as a shared account?

How do I see the emails sent by my customers if I cannot access the support email inbox?

What information do I need to supply to the Promys support team so that they may configure Promys to support my Service Desk Email Integration?

Will my corporate firewall  or email system require changes to allow Promys to communicate with the email server?

How does Promys determine what company to open each new ticket under?

What can I do if Promys attaches the ticket to the wrong company?

Why can’t I map an existing Service Call to a new company?

Subscription Billing System

What is the Subscription Billing System?

What is a Subscription and a Subscription Line Item?

What Items from the MPL May be Added to a Subscription?

How Are MPL Price and Cost Values Interpreted?

How is Usage Tracked for Invoicing Based Upon Consumption?

What is a Pre-billed Subscription?

Can you provide an example of Pre-bill versus Post-bill?

How are Invoices Generated?

Can Subscription Billing Automatically Add Value to a Tracking Account?

Single Sign In With Microsoft

What is Single Sign In with Microsoft?

How do I configure Single Sign In with Microsoft?

Can I change the Microsoft account associated with my Promys account?

Single Sign In With Google

Can I use my Google account for Single Sign In?

Assignment and Appointment Completion by Email

How can I complete assignments and appointments without logging into Promys?

Does my organization need to have Service Desk Email Integration configured?

How will Promys know which assignment or appointment I want to complete?

How do I enter time against more than one labor model?

Can I close the appointment or assignment?

Can I update a closed appointment or assignment?

Can I close the Service Call that a SC assignment is related to?

What will happen if the information I enter is incorrect?

How do I enable this feature?

Text Messaging

How does Promys employ text messaging?

When are the text messages sent?

What is the content of the text message sent?

How do I control who receives messages and who does not?

Will the recipient of the text message be charged?

How do I enable this feature for my organization?

In-place Grid Filtering

Can I choose different operators to use with my column grid filters?

Do all columns offer the same choice of operators?

Can I combine operators using OR rather than AND?

Telephone Number Validation

How does Promys validate phone numbers?

I want to enter free-format numbers.  How do I prevent validation?

Some of my UK users have US telephone numbers.  Can validation support this?

Customizable Email Templates

How do customizable email templates work?

How do I create my custom HTML formatted template?

How are templates named and matched to system emails?

How do I insert images into my templates?

What tags are available for replacement in each email template?

Promys Mobile App

What can I do using the Promys App?

How do I Login to Promys Mobile App

How Do I access or Open an existing Company to see the details

Functionalities of the Buttons available on the Company form

How Do I add a new contact

How Do I open an existing Contacts

How do I add a new Log for the Contact?

How do I open and edit My Service Call Assignment

Fields that can be changed in your Service call assignment

How can I  enter my hours for the Service Call assignment

How can I Add the Material for My Assignment

How can I add the Attachment for my Service Call Assignment

How can I open and Edit the Project Assignment

Fields that can be changed in your Project assignment

How Can I enter my hours for the Project assignment

How Can I open and Edit the My Open Appointments

Fields that can be changed in your Appointment

How Can I add the indirect Labor hours for my Appointment

Power BI Apps

Installation of Promys Apps from AppSource

Service Desk Email Integration

What is Service Desk Email Integration?

        Service Desk Email Integration is a feature of Promys that allows Promys to automatically create Service Calls (tickets) in response to emails sent from your customers to your service desk inbox.  The system also sends emails back to your customers confirming ticket creation and to forward public contact log content created by your service technicians.

Who will be the ‘Sender’ of emails sent to my customers?

        Promys sends emails to your customers from your SMTP server so both the support email address that your customers send emails to and the reply address on the emails that they receive are your company email addresses, not email addresses associated with Promys.

How does Promys connect to my email server?

        Promys users the Internet standard IMAP protocol to connect to your email server in order to retrieve emails from your service desk inbox and to send emails to your customers.

How is the service desk email address configured?  What do I need to do?

         You must create a service desk email address that your customers will send the support requests to.  Typical support email addresses look like support@mycompany.com or helpdesk@mycompany.com.  The inbox associated with this address should be accessed only by Promys.  

Can I configure my service desk email account as a shared account?

         Shared email accounts can be read by Promys, but many cannot be used for sending email.  To support full functionality of the system, please do not configure the service desk email account as a shared account.

How do I see the emails sent by my customers if I cannot access the support email inbox?

        Email content will be placed in the ticket that Promys creates when processing the inbox, but if you wish to have direct access to the emails, Promys can forward all received emails to another inbox that you can create.  For example, you might direct your customers to send emails to support@mycompany.com and have Promys forward all received emails to supportarchive@mycompany.com.  You may access the contents of supportarchive@mycompany.com without interfering in the Promys Service Desk Email Integration process.

If you do intend to access the support email inbox directly, please be advised that deleting, moving, or altering received emails may affect Promys’ ability to create and assign tickets for these emails.  Also, some email systems will reject Promys’ attempt to connect to the inbox if another user is already connected through an email client or web browser interface.

What information do I need to supply to the Promys support team so that they may configure Promys to support my Service Desk Email Integration?

        While Promys will connect to your email server via the IMAP protocol, the way we configure IMAP depends somewhat upon the backend server that you are using.  For example, using a backend provided by Gmail, Office 365 mail, or an internal email server all require specific IMAP parameter settings.

 

At a minimum, we require

  1. The provider of your email services (eg. Gmail, Office 365, private internal server, etcetera)
  2. The email address that you will use to receive the support requests from your customers (eg. support@mycompany.com)
  3. The password of the support email address.

For public services like Gmail and Office 365, connection information is public knowledge and you do not need to provide it, but for other non-public systems like private internal email servers, you must provide:

  1. The name or IP address and the port of the incoming mail server
  2. The name or IP address and the port of the outgoing (smtp) mail server
  3. The type of encryption used (SSL/TSL or SSH based)
  4. Whether or not authentication is required to access the outgoing mail server and does the outgoing mail server use the  same credentials as the incoming mail server.

 

If you are unsure how to obtain the above information, you might try contacting someone in your IT department responsible for managing your email system.

Will my corporate firewall  or email system require changes to allow Promys to communicate with the email server?

 

        There are two parts to this question.  Most email servers require that you authorize IMAP access to each inbox that requires IMAP access.  Until IMAP access is enabled for the inbox, the server will reject the attempts that Promys makes to communicate with the email account.  The method of enabling IMAP access depends upon your email system but usually you will go to mailbox settings and look for a section dealing with POP/IMAP access, and then enable IMAP for the inbox.

If your mail server is internal, your corporate firewall may contain rules that limit access to the server based upon an ACL (access control list) or other filters.  Please contact the staff responsible for maintaining your corporate firewall to confirm that external access to your internal mail server is permitted or ask them to open the firewall to inbound connections from the Promys public IP addresses 142.112.119.234  and 40.76.38.20.

How does Promys determine what company to open each new ticket under?

        When Promys retrieves an unread email from your support email inbox, it reads the email and creates a Service Call attached to the company that it determines the email is from.  Promys maps inbound emails to the requesting company via the following rules:

 

  1. If the sender’s email address is the email address of a contact in Promys, the ticket is opened under the company that the contact belongs to.  The customer contact on the ticket is set to be the contact of the sender.
  2. If the sender’s email address cannot be found as the email address of a contact, Promys will extract the sender’s domain from their email address and match that against company website URLs in the database.  The customer contact for the ticket will be set to the default contact for the company.  In the example below, the person unknownperson@3gstore.com would be mapped to the 3Gstore company by domain name matching.  

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  1. If Promys cannot match the domain, a ticket is opened under your company so that a staff member can look at the ticket and decide how to map it to a customer company or discard it as junk mail.  

 What can I do if Promys attaches the ticket to the wrong company?

         If you wish to attach the ticket to a different company because Promys was unable to correctly determine which company the ticket should have been attached to, simply open the ticket, select a different company in the Service Address section, and save the ticket.

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Please note that tickets cannot be reassigned to a new company after certain types of documents have been created for the service call.  More details are provided in the next answer.

Why can’t I map an existing Service Call to a new company?

        Sometimes a Service Call is opened for the wrong company and needs to be remapped to a different company.  Promys allows this provided there are no associated documents that cannot be remapped.  The following list details what types of documents can and cannot be remapped.

 

  1. Service Call Assignments - these can be remapped.  
  2. Attachments - these can be remapped.
  3. Alerts - these can be remapped.
  4. Resource Requests -  these can be remapped.    
  5. Contact Logs -  these can be remapped.  

  1. Packing Slip - prohibited document - cannot remap this service call while associated packing slips exist
  2. Invoice/CM - prohibited document - cannot remap this service call while associated invoices or credit memos exist
  3. RMA - prohibited document - cannot remap this service call while associated RMAs exist

Subscription Billing System

What is the Subscription Billing System?

        The subscription billing system supports the automatic generation of invoices on a scheduled basis for products and services delivered over time, with or without a finite end date.  A common example of subscription billing would be a cable TV service where the monthly fee is fixed for a user unless channels subscribed to or basic service fees change.  Another example would be a user’s hydro bill where the monthly billing varies based upon the amount of hydro consumed.  In both examples, there is a billing period but no fixed term for the subscription.  Consumption and invoicing continues indefinitely until the consumer or supplier choose to terminate the subscription.

What is a Subscription and a Subscription Line Item?

        A subscription may be thought of as a container that holds subscription line items.  The subscription has attributes that specify characteristic affecting all line items it contains.  These attributes include the customer information, billing contact, Client PO number, billing period, and payment terms.  A single invoice will be generated for a subscription and that invoice will include charges for all line items within the subscription for the billing period.

A subscription line item represents a particular service being delivered for a fee under the subscription that contains it.  The line item contains information such as the service name, supplier, price, and cost of the service.  A subscription may contain many line items.

What Items from the MPL May be Added to a Subscription?

        Currently, MPL items from the revenue groups Contract and Labor may be added to subscriptions.  

How Are MPL Price and Cost Values Interpreted?

        When an item is created in the MPL for use in a subscription, the Pricebook price and cost values are understood to be the annualized price and cost of the service.  For example, if a mailbox service in the MPL has a Pricebook price and cost of $120 and $60 respectively and the service bills quarterly, then the quarterly fee charged to the customer would be $30 and the cost of providing the service in the quarter would be deemed to be $15.

How is Usage Tracked for Invoicing Based Upon Consumption?

        Once per day, the system captures and records usage data, price, and cost and writes the data to a log file used for billing at the end of a billing period.  Depending upon the service being consumed, the data captured may represent a point in time value or a cumulative value.  For example, where the subscription is for software licenses, the data collected would be the count of active licenses at the time of data capture (point in time).  Where the subscription is for consumed virtual machine CPU hours, the data collected would be the number of hours consumed since the last data collection point (cumulative).

What is a Pre-billed Subscription?

        Many subscriptions are billed at the end of a billing period because only at the end does the system know what the consumption was during the period.  Some subscriptions, however, are for a fixed quantity of services at a fixed price and no variation is permitted during the billing period.  These subscriptions can be pre-billed because costs are known at the beginning of the period.  For Pre-billed subscriptions, billing log data is not collected and while quantities and consumption may, under some circumstances, vary during the billing period, these changes will not be recognized until the beginning of the next billing period.   No retroactive adjustment is made and these changes will only affect the amount of the invoice being created for the coming billing period.

Can you provide an example of Pre-bill versus Post-bill?

 

The following examples will help to illustrate the difference between these two billing modes.

Post-Bill Mode

In post-bill mode, invoices are created at the end of the billing period and charges are based upon usage during the billing period.  During the billing period preceding the invoice creation, quantity and price for the subscribed item may have changed several times.  This information is captured in the daily billing log where one record is created per day and records the quantity and price in effect at the end of that day.  At the end of the billing period, the amount owing is the sum of the amount owing for each day in the period, which is the product of the quantity and price recorded on that day.  Here is a simple example.

Assume we have a subscription containing one line item having quantity 10 and price $20 per month on September 1.  Then, on September 21, the quantity is changed to 15 and the price to $18.  The amount owing for the first 21 days of September would be 10 * $20 * (21/30) which equals $140.  The amount owing for the last 9 days of September would be 15 * 18 * (9/30) which equal $81.  The total amount owing on the invoice would be $221 and the quantity would be 10 for part of the month and 15 for another part.  On the invoice, Promys reports quantity 1 and price $221 to represent one subscribed line item billed at $221 for the period.

Pre-Bill Mode

In pre-bill mode, invoices are created at the beginning of the billing period based upon the quantity and price in effect at that time.  There is no provision to automatically adjust the invoice created at the beginning of the period should quantity or price change during that period, however, at the beginning of the next billing period, the invoice generated will be based upon the changed quantity and price.

In the example used for Post-Bill, had the subscription been set to pre-bill, an invoice would have been generated on September 1 for 10 * $20 which equals $200.  The invoice would have shown quantity 10 at a price of $20 each.  On October 1, an invoice would have been generated for quantity 15 at a price of $18 each.

Post-bill with Quantities from the End of the Billing Period

Occasionally, there is a desire to bill at the end of the billing period (post-bill), but bill the entire period using the quantity and price in effect at the end of the period.  This can be supported if the subscription is set up for pre-bill but the effective date is delayed by one billing period.  Here is an example.

Amanda is setting up a subscription for 12 months beginning September 1 and she wants to bill at the end of the month, but for the quantity and price in effect on the last day of the period.  She sets the subscription to pre-bill but delays the effective date to October 1.  In this scenario, the first invoice is generated on October 1 using the quantity and price in effect on October 1.  The customer has been receiving services since September 1 and the price and quantity may have changed several times during September.  The invoice created on October 1, which the system believes to be a pre-bill for October, can be delivered to the customer as a post-bill for September.

Note:  There is no post-bill flag on the subscription form.  There is a pre-bill flag and post-bill is the condition when pre-bill is not checked.

How are Invoices Generated?

        Once per day, the system examines all active subscriptions and creates invoices for those that have reached the invoice date in their billing cycle.  These invoices are created in a ‘Requires Approval’ status and must be reviewed and approved by a user with the authority to do so before they can be sent to customers.

Can Subscription Billing Automatically Add Value to a Tracking Account?

        Yes.  One of the optional attributes of the subscription is a Managed Services Tracking Account.  If specified, then the invoice created by the system for the subscription will also contain the reference to the chosen tracking account.  Once the invoice is approved and marked as completed, the line items within the invoice will have their revenue and cost amounts automatically applied to the tracking account.

Single Sign In With Microsoft

What is Single Sign In with Microsoft?

        All users of Promys have a Promys username and password assigned to them by the Promys administrator, but many also have a Microsoft account via a Hotmail, Outlook, Office365, Azure, MSDN, or other Microsoft product or service that they subscribe to.  Anyone can apply for a Microsoft account and organizations that use Azure to support their cloud infrastructure may have all their employees using a Microsoft based account that is branded to look like a corporate domain account.

The Promys login page now offers a ‘Sign In with Microsoft’ option which, once configured, eliminates the need to enter Promys credentials to sign into the Promys system.

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How do I configure Single Sign In with Microsoft?

        There are two requirements to satisfy before you can sign into Promys through your Microsoft account.  You must grant permission for Microsoft to authenticate you to the Promys system and you must associate your Promys user account to your Microsoft login.  Both of these requirements can be satisfied on your first use of the feature.

If you have not used the Promys Sign in with Microsoft feature before, just enter your Promys username and password on the login screen and click Sign in with Microsoft instead of the normal Login button.  You will be taken to a Microsoft login page where you can enter your Microsoft credentials.  Microsoft will ask for your permission to authenticate you to the Promys system unless your system administrator has already granted this permission for your entire organization.

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Once you grant permission for Microsoft to authenticate you to Promys, you will be returned to the Promys application, already logged in.  In the future, you do not need to enter your Promys credentials on the Promys login page.  Just click Sign in with Microsoft and if you are already signed in with Microsoft, you will immediately arrive at your Promys start page.  If you are not currently signed in with Microsoft, you will be taken to the Microsoft login page and from there, directly to your Promys login page.

Can I change the Microsoft account associated with my Promys account?

        To change or remove the association between your Microsoft and Promys accounts, Edit the Azure Identity Name on the User form, accessible from the Admin menu if you have sufficient permissions.  If not, please ask your Promys administrator to do this for you

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Single Sign In With Google

Can I use my Google account for Single Sign In?

        Yes, single sign in with your Google account is now supported.  Please refer to the Single Sign In with Microsoft FAQ for details of the basic single sign in procedure.

Assignment and Appointment Completion by Email

How can I complete assignments and appointments without logging into Promys?

If enabled, Promys will send a summary email to the owner of an assignment or appointment shortly after that event is scheduled to end.  The email will contain a brief description of the event so the owner can be sure which event is being referenced and the body of the email will also contain fields for the owner to complete necessary assignment or appointment information.  

As shown in the screenshot below, fields are provided for information such as work completed and hours worked and these values are pre-populated where possible to reduce the effort required.

The owner of the event can review, update or complete the information, and simply reply to the sender address of the email.  Promys will receive the reply through the organization’s Service Desk Email Integration inbox, process the email content, and complete the assignment or appointment according to the information provided.

Does my organization need to have Service Desk Email Integration configured?

Yes.  Your organization does not have to use Service Desk Email Integration with its clients, but it must be configured as the service desk email integration inbox is where your reply emails are received and processed.

How will Promys know which assignment or appointment I want to complete?

The email sent to you at the end of a scheduled assignment or appointment will contain a specific tag in the subject line that allows Promys to identify the event you wish to update.  The subject line may look like:

[Update: SC# 11684, Asgmt# 74158] for Altara Networks (6/2/2017 4:18:51 PM) - created for D Donnelly

You must not change the subject line or you may make it impossible for Promys to identify the target event.

How do I enter time against more than one labor model?

When processing your email reply, Promys looks for an existing labor record with the specified model and overwrites the Actual Hours values with the value you provide.  If no labor record exists for the assignment or appointment with the specified labor model, Promys creates a new record under that model and records the hours you specified.  If you do not request the assignment or appointment to be closed, you my reply to the email multiple times, each time either adding or updating the time for a specific labor model.  

Can I close the appointment or assignment?

Yes.  You may specify in the reply that the appointment or assignment is to be closed.  If you do not close the event, it will be updated but left open.  You may reply again to the same email to overwrite the previously supplied information and change the status to closed.

 Can I update a closed appointment or assignment?

No.  Once you close an appointment or assignment, it is as though you closed it through the Promys user interface.  Once closed, you cannot update the information without overriding the state to reopen the event.

Can I close the Service Call that a SC assignment is related to?

Yes, but only if there are no other open assignments.  There is a field in the service call assignment reply to close the service call, but there is some additional information that must be provided if you choose to close the call.  Also, if there are other open assignments, these must be closed before the service call can be closed.  If you attempt to close the service call while there are other open assignments, the assignment you are replying to will be closed, the service call will be left open, and you will receive an email informing you that the service call could not be closed.

 

What will happen if the information I enter is incorrect?

If you enter information that cannot be processed, for example, entering Maybe where you are expected to enter Yes or No, the entire email will be rejected and an email response will be sent to you explaining why your reply was not processed.  You may reply again with correct information or complete the assignment by logging into Promys.

How do I enable this feature?

Under the user profile, three new attributes have been added to control the user’s ability to update service call assignments, project assignments, and appointments via email.  If you do not have permissions to edit User attributes, ask you Promys administrator to make the changes for you.

Before this feature can be used, it must be enabled for your organization by the Promys Support Team, which will be promptly configured upon receiving a request from your Promys system administrator.

Text Messaging

How does Promys employ text messaging?

The Promys text messaging system is able to send notification/reminder messages to employees and also to customers.  Currently, the system is capable of sending reminders related to appointments and to service call and project assignments.

When are the text messages sent?

While the texting schedule can be configured by the Promys Support Team, the normal process is to run the texting service twice per day.  If run at, for example, 5 p.m. on Monday, the system skips forward 12 hours and selects all assignments and appointments occurring within the subsequent 12 hour period (5 a.m. to 5 p.m. Tuesday in this example).  Reminders are sent for these events.  As such, an event reminder will arrive from 12 to 24 hours before the scheduled event start time.

What is the content of the text message sent?

Messages sent to employees to remind them of scheduled assignments and appointments that they should attend are formatted as follows:

Service Call Assignment

SC#4532/7765, 2017-Aug-12 11:00  to 13:30 at Keller International Inc, 567 Bloor Street West;Toronto, Ontario; contact John Edwards (905 667-1234)

Project Assignment

Proj#786/887, 2017-Aug-12 11:00  to 13:30 at Keller International Inc, 567 Bloor Street West;Toronto, Ontario; contact John Edwards (905 667-1234)

Appointment

Appt#98775, 2017-Aug-12 11:00  to 13:30 at Keller International Inc, 567 Bloor Street West;Toronto, Ontario; contact John Edwards (905 667-1234)

The formats of messages optionally sent to customers are currently being defined and this part of the service will be available soon.

How do I control who receives messages and who does not?

On the Promys Contact form, three new checkboxes have been added.  These are

Send Text for Assignment, Send Text for Project Assignment, Send Text for Appointment.  These checkboxes control what types of text messages may be sent to any contact, whether that contact be an employee or a customer contact.

The Promys system administrator can control, at a global level, whether or not text messages can be sent to employees, customers, or both.  These settings, entered via the XML Configuration file on the Promys system profile screen, override any choices made at the Contact level.

Will the recipient of the text message be charged?

Standard text messages rates apply and whether or not the recipient will be charged depends upon the phone plan they have. Particularly when enabling text messages to customers, it is wise to get the recipient’s consent before enabling them to receive text messages from Promys.

How do I enable this feature for my organization?

Before this feature can be used, it must be enabled for your organization by the Promys Support Team, which will be promptly configured upon receiving a request from your Promys system administrator.

In-place Grid Filtering

Can I choose different operators to use with my column grid filters?

Most grids have column filters that can be used to filter grid contents, but the default filter operator can be overridden to provide more control.  Click on the bar below the filters to display the current operator and then click on that operator to show more options.

 

Select a different operator to control how the contents of the column filter are applied to the grid.

Do all columns offer the same choice of operators?

The type of filter operators that are available for a column depends upon the type of data being displayed in that column.  For example, a text column will offer operators such as ‘begins with’ and ‘does not contain’ while a numeric column will offer operators such as ‘greater than’ and ‘less than’.

Can I combine operators using OR rather than AND?

By default, all column filters are combined using AND.  This means that if you have ‘contains Cisco’ as a filter on Opportunity name and ‘greater than 2000’ on Opportunity value, then the grid will show all records where the name contains Cisco AND the opportunity value is greater than $2000.

Sometimes you may want to combine filters using OR.  In the example above, you may want all Opportunity records where the name contains Cisco OR the opportunity value is greater than $2000.  In this case, change the combining operator from AND to OR by placing your mouse on the bar below the filters on the far left side of the grid as shown below:

When the current combining operator appears, you may click on it to toggle it between AND and OR.  When OR is selected, the grid header turns green to provide a visual indicator that you are not using the default value of AND.

Telephone Number Validation

How does Promys validate phone numbers?

Promys validates telephone, cell phone, and fax numbers through the use of a mathematical string referred to as a Regular Expression (http://www.regular-expressions.info).  As each country has its own rules dictating what is recognized as a valid number, Promys stores one regular expression per country, referred to as the Phone Validation Mask.

The screenshot below shows the Promys Country Form for the USA with the phone validation mask highlighted.

Users with the correct permissions can remove or edit a country’s mask, but editing requires a thorough understanding of Regular Expression syntax.  Removing the mask allows any string to be entered into the phone number fields without validation.

The Phone Format Mask field, located above the Phone Validation Mask field, provides a user-friendly display to aid the user in entering a valid number and is shown when the string entered fails validation.

I want to enter free-format numbers.  How do I prevent validation?

        For any country where you do not want Promys to validate phone numbers, simply clear the contents of the Phone Validation Mask field for that country.

Some of my UK users have US telephone numbers.  Can validation support this?

In this scenario, you can create a combined mask for the UK which supports both US and UK numbers.  To do this, you combine the UK and US masks using the OR character, which is the vertical bar |.

Here is the US mask:

^(?:\+?1[\s.-]*)?(?:\(?[2-9]\d{2}\)?)[\s.-]*(?:\d{3}[\s.-]*\d{4})(?:[\s.-]*(?:[,x]|(?:ext\.?))[\s.-]*\d*)?$

And here is the UK mask:

^(?:\+44[\s.-]*)?(?:(?:\(?0\d{2}\)?[\s.-]*\d{4}[\s.-]*\d{4})|(?:\(?0\d{3}\)?[\s.-]*(?:\d{3})?[\s.-]*\d{2}[\s.-]*\d{2})|(?:\(?0\d{4}\)?[\s.-]*\d{5,6})|(?:\(?0\d{3}[\s.-]*\d{2}\)?[\s.-]*\d{4,5}))(?:[\s.-]*(?:[,x]|(?:ext\.?))[\s.-]*\d*)?$

Here is the combined mask with the US portion highlighted in green and the UK portion highlighted in yellow.  Note the | that separates the two masks:

^(?:\+?1[\s.-]*)?(?:\(?[2-9]\d{2}\)?)[\s.-]*(?:\d{3}[\s.-]*\d{4})(?:[\s.-]*(?:[,x]|(?:ext\.?))[\s.-]*\d*)?$|^(?:\+44[\s.-]*)?(?:(?:\(?0\d{2}\)?[\s.-]*\d{4}[\s.-]*\d{4})|(?:\(?0\d{3}\)?[\s.-]*(?:\d{3})?[\s.-]*\d{2}[\s.-]*\d{2})|(?:\(?0\d{4}\)?[\s.-]*\d{5,6})|(?:\(?0\d{3}[\s.-]*\d{2}\)?[\s.-]*\d{4,5}))(?:[\s.-]*(?:[,x]|(?:ext\.?))[\s.-]*\d*)?$

Customizable Email Templates

How do customizable email templates work?

All system emails have standard layouts and content, but you may upload an HTML formatted template to personalize the email being sent and use tag replacement, similar to mail-merge, to insert values like customer name and assignment number into your emails.

 

If you upload a replacement email template for a specific system email and set its Active flag to true, the system will process and send your email instead of the system default email.

 

How do I create my custom HTML formatted template?

You may create the custom template outside of Promys and upload it into the file system or you may upload a dummy file with just some replaceable content and edit the template within Promys using the WYSIWYG editor provided.

How are templates named and matched to system emails?

The template that you upload must have a specific Title so that the system knows that you wish to use this template to replace a specific system email.  The number of replaceable system emails is being expanded over time, but in the initial release, there are two templates that you can upload and edit.

For illustration, consider the email sent to a customer in response to the customer sending an email to the helpdesk when Service Desk Email Integration is enabled.

The title of the uploaded template file must be ‘EmailTmpl_ServiceCallInitialResponse’.  The template should contain HTML and a sample is provided below:




The template above results in this email being sent:

How do I insert images into my templates?

You may upload an image file to the Promys file system and give the image a title prefixed with ‘EmailImg_’.  For example, you could upload a jpg or png file and give it the title ‘EmailImg_Logo’.  In your template, insert the title of the file wrapped in the @ character as shown here:

<p>This is my Logo:  @EmailImg_Logo@</p>

 

The tag @EmailImg_Logo@ will be replaced by an HTML Img tag with your image contained as embedded data.

 

What tags are available for replacement in each email template?

 

Replaceable tags are as follows:

 

Template

Tag

Description

EmailTmpl_ServiceCallInitialResponse

@ServiceCallToken

Service call ticket number

EmailTmpl_ServiceCallPublicContactLog

@ServiceCallNumber

Service call ticket numbe

@ConatctedOn

@ContactedBy

@LogEntry

@Priority

@Company

@Address

@AssignedTo

@DateReceived

@Summary

@ContactLogConcat

EmailTmpl_ClientInvoice

@InvoiceLink

Link to invoice document

@InvoiceToken

Invoice number

@CompanyName

@BillingAddress

 EmailTmpl_ProjectAssignment

@Action

 Appointment or ToDo

 

@ProjectNumber

 

@ProjectName

@ProjectManager

@AssignedTo

@DateEntered

@StartTime

@EndTime

@Company

@Location

@Contact

@Phone

@CreatedOrUpdatedFor

@UdfString1

@UdfString2

@UdfString3

@UdfString4

@UdfString5

@UdfLookUpOption1

@UdfLookUpOption2

@UdfLookUpOption3

@UdfLookUpOption4

@UdfLookUpOption5

@UdfNumeric1

@UdfNumeric2

@UdfNumeric3

@UdfNumeric4

@UdfNumeric5

@UdfBoolean1

@UdfBoolean2

@UdfBoolean3

@UdfBoolean4

@UdfBoolean5

@UdfDateTime1

@UdfDateTime2

@UdfDateTime3

@UdfDateTime4

@UdfDateTime5

@UdfInteger1

@UdfInteger2

@UdfInteger3

@UdfInteger4

@UdfInteger5

@CallNumber

@Priority

 EmailTmpl_ServiceCallAssignment

@Action

Appointment or ToDo

@Code

Assignment number

@AssignedTo

@DateEntered

@StartTime

@EndTime

@Company

@Location

@Contact

@Phone

@CreatedOrUpdatedFor

@UdfString1

@UdfString2

@UdfString3

@UdfString4

@UdfString5

@UdfLookUpOption1

@UdfLookUpOption2

@UdfLookUpOption3

@UdfLookUpOption4

@UdfLookUpOption5

@UdfNumeric1

@UdfNumeric2

@UdfNumeric3

@UdfNumeric4

@UdfNumeric5

@UdfBoolean1

@UdfBoolean2

@UdfBoolean3

@UdfBoolean4

@UdfBoolean5

@UdfDateTime1

@UdfDateTime2

@UdfDateTime3

@UdfDateTime4

@UdfDateTime5

@UdfInteger1

@UdfInteger2

@UdfInteger3

@UdfInteger4

@UdfInteger5

@CallNumber

@Priority

EmailTmpl_Appointment

@Action

Appointment or ToDo

@Code

Appointment number

@AssignedTo

@DateEntered

@StartTime

@EndTime

@Company

@Location

@Contact

@Phone

@CreatedOrUpdatedFor

@UdfString1

@UdfString2

@UdfString3

@UdfString4

@UdfString5

@UdfLookUpOption1

@UdfLookUpOption2

@UdfLookUpOption3

@UdfLookUpOption4

@UdfLookUpOption5

@UdfNumeric1

@UdfNumeric2

@UdfNumeric3

@UdfNumeric4

@UdfNumeric5

@UdfBoolean1

@UdfBoolean2

@UdfBoolean3

@UdfBoolean4

@UdfBoolean5

@UdfDateTime1

@UdfDateTime2

@UdfDateTime3

@UdfDateTime4

@UdfDateTime5

@UdfInteger1

@UdfInteger2

@UdfInteger3

@UdfInteger4

@UdfInteger5

@CallNumber

@Priority

 

Promys Mobile App

What can I do using the Promys App?

How do I Login to Promys Mobile App

Open the Promys App and Enter the Company name as same as you use to sign in on the web.  For  example:  for web app if URL is www. promys7.com/Training  then, for Mobile App Company name will be Training

Use  your Promys Username and Passwords to login on App

     

How Do I access or Open an existing Company to see the details

       When you Login to the Promys App, it opens the Service Call Assignments List by default. In order to open the Companies List from there, please follow the below steps.

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Companies
  3. Opens  the list of all the Companies added in the database. You either Search by Company Name or  Scroll Down to the Company you want to open

4. After the Search, Click on the Company you want to open.

Functionalities of the Buttons available on the Company form

How Do I add a new contact

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Companies
  3. Opens  the list of all the Companies added in the database. You either Search by Company Name or  Scroll Down to the Company you want to open
  4. After the Search, Click on the Company you want to open and add a Contact for.
  5. Click on the Add Contact Button, fill up all required fields and click on Save Button

NOTE:  Address will be taken  from the Company's address and you can change the address on the contact only if company has more than one address 

How Do I open an existing Contacts

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Contacts
  3. Opens  the list of all the Contacts added in the database. You either Search by Contact Name or  Scroll Down to the Contact you want to open

  1. After the Search, Click on the Contact you want to open.

How do I add a new Log for the Contact?

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Contacts
  3. Opens  the list of all the Contacts added in the database. You either Search by Contact Name or  Scroll Down to the Contact you want to open
  4. After the Search, Click on the Contact you want to open.
  5. At the bottom of the screen, Click on the Add Contact Log Button,

  1. Step 5 will open the below screen, where fill in the necessary information and hit Save to save the Contact Log.

       

How do I open and edit My Service Call Assignment

When you Login to the Promys App, it opens the Service Call Assignments List as default screen.

If you are on other screen and want to open Service Call Assignments

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Service call Assignments under "My Open"
  3. Opens  the list of all the Open Service call assignments which are assigned to you. You either Search by Company name of a Service call or  Scroll Down to the Service call you want to open

  1. Service Call Assignment screen looks like below

   

5. After you make all the necessary changes, Click on Save button to save your work.

Fields that can be changed in your Service call assignment

How can I  enter my hours for the Service Call assignment

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Service call Assignments under "My Open"
  3. Open the Service call assignment you want to add your hours for

Here there are two ways to add the hours

1. Start the time when you begin your work and stop once you finish, then Click on the Add from Timer button to add your Timer hour to the actual Hours field

or

2. simply just type in your hour in the actual hours field for either Scheduled hours or Unscheduled hours

  1. Once you finish adding you hours and want to close the assignment, Click on the Close After Save button and Save the Assignment

How can I Add the Material for My Assignment

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Service call Assignments under "My Open"
  3. Open the Service call assignment you want to add your Material to
  4. Click on the Add material icon         , it should open the below screen with all MPL items

  1. Choose the item by searching with Model Number or scrolling
  2. Once you select the item it will open the below form, which is to fill the Model information to add in the Service call Assignment

7. Click on the Save button, and the Material is now added to the service Call

How can I add the Attachment for my Service Call Assignment

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Service call Assignments under "My Open"
  3. Open the Service call assignment you want to add your Material to
  4. Click on the Add Photo icon , it should open the below screen

  1. After you upload the new photo, Fill the required and necessary fields and click on Save button. It will an attachment under the Service Call Assignment

Note: You can only add one picture at a time

How can I open and Edit the Project Assignment

When you Login to the Promys App, it opens the service call Assignments List as default screen. In order to open the Project assignments' List from there, please follow the below steps.

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Project Assignments under "My Open"
  3. Opens  the list of all the Open Project Assignments which are assigned to you. You can either Search by Company name of a Project or Scroll Down to the Project you want to open and click on it
  4. After you open the Project assignment, the  screen will look like below

5. After you make all the necessary changes, Click on Save button to save your work.

Fields that can be changed in your Project assignment

How Can I enter my hours for the Project assignment 

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Project Assignments under "My Open"
  3. Open the Project assignment you want to add your hours for
  4. Here there are two ways to add the hours
  1. Start the time when you begin your work and stop once you finish, then Click on the Add from Timer button to add your Timer hour to the actual Hours field
  1. or
  1. simply just type in your hour in the actual hours field for either Scheduled hours or Unscheduled hours
  1. Once you finish adding you hours and want to close the assignment, Click on the Close After Save button and Save the Assignment

How Can I open and Edit the My Open Appointments

When you Login to the Promys App, it opens the service call Assignments List as default screen. In order to open the Appointments' List from there, please follow the below steps.

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Appointments under "My Open"
  3. Opens  the list of all the Open Appointments which are assigned to you. You can either Search by Company name of a Project or Scroll Down to the Project you want to open and click on it
  4. After you open it, an appointment screen will look like as below

5. After you make all the necessary changes, Click on Save button to save your work.

Fields that can be changed in your Appointment

How Can I add the indirect Labor hours for my Appointment

  1. On the Top Left, Click on Menu  button
  2. From the Menu List, Click on the Appointment under "My Open"
  3. Open the Appointment you want to add your hours for
  4. Here there are two ways to add the hours
  1. Start the time when you begin your work and stop once you finish, then Click on the Add from Timer button to add your Timer hour to the Hours field
  1. or
  1. simply just type in your hour in the hours field for either Indirect Labor
  1. Once you finish adding you hours and want to close the assignment, Click on the Close After Save button and Save the Assignment

Note: Time type is a Drop-down list of Indirect Labor to add on the Appointment

Power BI Apps

Promys offers a service called Promys BI which is based upon data models produced by Promys connected to dashboards and reports powered by Microsoft Power BI.

Promys publishes Power BI Apps in Microsoft’s AppSource where they can be installed by Promys customers.  

Installation of Promys Apps from AppSource

You may freely install Promys Power BI apps from AppSource and test the app using the provided test dataset, but to connect to your company’s data, you will require credentials provided to your Promys system administrator by the Promys helpdesk.

Credentials consist of a tenant name, username, and password.  Your tenant name identifies the company that owns the data that you are accessing and the username and password protect that data from unauthorized access.  All Promys Power BI Apps used the same credentials and installation/configuration procedures, which are outlined below:

Once you have found and installed the desired Promys BI App from AppSource, connect the app to your company’s data by first clicking the Connect button:

On the next screen, enter the supplied Tenant name and click Next.

On the following screen, select Basic for Authentication method and enter the provided User name and Password.  Then click Sign in.

You may now access any Dashboards or Reports contained within the App just installed.