Installing and Configuring RT 17.2.20 (On Premise)

Release FeaturesRelease Features

EnhancementsEnhancements

FixesFixes

For a complete list of Release Notes for the 17.2.20 release, see Release Notes for 17.2.20 (On Premise).

For your network environment to support RemoteTech, you must configure your network appropriately as well as meet system requirements related to using RemoteTech with e-automate.  For a list of system requirements, please see the system requirements topic in the e-automate help.  The "Web Server (ESN, E-info, PIP, RAP, RemoteTech, RSM, and DeskTech)" section addresses system requirements specific to RemoteTech.  We recommend you consult a network professional for assistance with configuring your network and meeting these requirements.

In order for RemoteTech to work on the server in which you install RemoteTech Server, you must have Microsoft Internet Information Services (IIS) installed and running. If you proceed with the installation of RemoteTech Server without IIS installed, the installation will stop and you will be directed to install IIS before installing RemoteTech Server. We recommend you consult with a qualified IT resource to ensure IIS is running properly before you install RemoteTech.

The following image shows you the recommended IIS settings.

If you have configured these settings as shown in the above image and you are still having trouble, you may contact ECi e-automate customer care at eacustomercare@ecisolutions.com.

Using a browser on a computer connected to the Internet, go to https://customersupport.ecisolutions.com.

In the Email field, enter your email address.

In the Password field, enter your password for this site.
Note: If you cannot remember your password, click the Forgot your password? link.

Click the [Log in] button. If the information you entered is valid, the system displays the Customer Support Center home page.

On the Customer Support Center home page, click the Software Updates icon.



The system displays the Software Updates page.

On the Software Updates page, click the e-automate - Link for all e-automate product downloads.



The system displays e-automate – Link for all e-automate product downloads on the E-AUTOMATE page.

Under e-automate – Link for all e-automate product downloads, scroll down to the ARTICLE section and click the "Click here for the latest e-automate versions..." link.



The system displays the E-automate Downloads page.

On the E-automate Downloads page, scroll down to the Past Versions region and click the e-automate 17.2 link.



The system displays the E-automate Downloads page for 17.2.

On the E-automate Downloads page, in the Server Downloads region, click the RemoteTech link.



The system displays the RemoteTech software download section.

Click the [Download RemoteTech...] button (similar to the one in the image shown below) to start the download.

Follow your browser’s prompts for downloading and saving the installation file.
Note: When you install a new version of e-automate, it is best practice to download and install new versions of all e-automate add-on products you actively use.

Be sure to review the System Requirements and related documentation.

When installing and working with RemoteTech, you may need a few different kinds of support.

Installation

If you need installation assistance, contact e-automate Customer Care at eacustomercare@ecisolutions.com.

Product

If you need software product support, contact e-automate Customer Care at eacustomercare@ecisolutions.com.

Once you install RemoteTech on your web server, you can use RemoteTech from any device (e.g., smartphone, tablet, laptop) that can access your server via the Internet.  RemoteTech requires a Chrome browser.  If you are using a tablet or smartphone, RemoteTech works with the following operating systems:

iOS 9.2.1

Android OS 6.x and 7.x

If you are using a 64-bit operating system in order to run RemoteTech you are required to allow your operating system to run 32-bit applications. For additional information contact e-automate customer care at eacustomercare@ecisolutions.com to make the necessary adjustment to your system.

If you have a previous version of RemoteTech installed on your machine, you must uninstall that version before you install the new version of RemoteTech. You uninstall the previous version of RemoteTech through your computer's Control Panel. The process of accessing the Control Panel as well as the process of uninstalling an application differ depending on what Operating System you are using.

Contact a qualified IT professional if you need assistance with uninstalling RemoteTech.

The installer for RemoteTech must be run as an administrator. Microsoft does not provide the option in the right-click menu to run an .msi file as an administrator. To run the RemoteTech installer as an administrator, do the following:

To install RemoteTech, do the following:

Place the downloaded RemoteTech Microsoft Installer (MSI) file on the intended installation computer on your network.

The RemoteTech MSI installer must be run as an administrator. Microsoft does not provide a right-click option to run this installer as an administrator, so you must run the installer using a command prompt. To open the installer as an administrator from the command line, do the following (based on Windows 7):


 

Click the Windows Start icon to display the Search programs and files field.

In the Search programs and files field, enter cmd to locate the cmd program.

Right-click the cmd program.

Select Run as administrator from the right-click menu.

The system displays a User Account Control message, asking if you want to allow the cmd program to make changes to this computer. Click [Yes].


 

The system displays the Administrator: C:\Windows\System32\cmd.exe command prompt window. At the command prompt, enter the full path to—and file name of—the installer file. If the path contains any spaces, put the path inside quotes (e.g., "C:\Users\username\Downloads\FileName.msi" where FileName.msi is the name of the RT.msi file.


 

Click Enter to have the system open the RemoteTech Setup window.

On the Welcome to the RemoteTech Setup Wizard window, click [Next] to continue.


 

On the End-User License Agreement window, review the terms of the license agreement and then check the I accept the terms of the License Agreement box if you want to proceed with the installation.


 

Click [Next] to continue.

On the Web Application Settings window, do the following:

In the Web site field, use the drop-down menu to select a web site or make no change to use the default web site displayed (e.g., Default Web Site).

In the Application name field, enter a name for this application or make no change to use the default name (i.e., RTS) displayed.

Click [Next] to continue.


 

On the Destination Folder window, do one of the following:

To accept the default Install RemoteTech to: location, click [Next] to continue.


 

To change the default Install RemoteTech to: location, do the following:

Click [Change...] to open the Change Destination Folder window.


 

On the Change Destination Folder window, do any of the following:

In the Folder name field, enter the destination folder name.

In the Look in field, use the drop-down menu to navigate to a folder location.
Note: This action updates the display of subfolders in this location and updates the path displayed in the Folder name field.

To go up one folder from the currently selected folder location, click the Up one folder icon to the right of the Look in field.
Note: This action updates the display of subfolders in this location and updates the path displayed in the Folder name field.

To create a new subfolder in the currently selected folder location, do the following:

Click the Create a new folder icon to the right of the Up one folder icon.

Enter a name for the folder.
Note: This action adds the new folder to the display of subfolders in this location and updates the path displayed in the Folder name field.

In the display of subfolders, click a subfolder.
Note: This action updates the Look in field, displays the subfolders listed in the selected folder, and updates the path displayed in the Folder name field.

When the Folder name field contains the destination folder you want to use, click [OK] to close this window and populate the Install RemoteTech to field on the Destination Folder window.

Click [Next] to continue.

On the Database Connection Information window, do the following:


 

In the SQL Server field, enter the name of your SQL Server (e.g, ComputerName\SQLEXPRESS).

In the Full Access Password field, enter your company's full access password.

In the Company ID field, enter the Company ID of the company you have established in e-automate with which you want to use e-info.
Note: Do not include the Co prefix in this field; this prefix is part of the database name but not the company ID.

Click [Next] to continue.

On the Ready to Install RemoteTech window, click [Install] to continue.



The system displays the Installing RemoteTech window.


 

When the installation is complete, the system displays the Completed the RemoteTech Setup Wizard window. Click [Finish] to close this window.


 

To close the command prompt, do the following:

Type exit at the command prompt.

Click Enter.

A Google Chrome™ update (version 85) released on August 25, 2020, prevents caching functionality even on secure (https) web sites.  When this update is applied to the Chrome browser, RemoteTech's offline functionality is no longer available and RemoteTech appears to hang when loading. For options on addressing this issue, see the Addressing Chrome's Discontinued Support for AppCache (On Premise) topic.

If you are using RemoteTech installed on your own server (on premise), use the following process to activate RemoteTech.

Once RemoteTech is installed, contact e-automate customer care at eacustomercare@ecisolutions.com for your customer number and a product key.

With your customer number and license key available, do the following to log in to the administration area of RemoteTech to access the license key features:

From an Internet-accessible computer, go to your RemoteTech plogin.aspx page.
Note: If you installed RemoteTech in the default location, the URL to this page will be https://[your_domain]/RTS/plogin.aspx (where [your_domain] is your actual domain). If RemoteTech is installed in a different location, adjust the path accordingly. If you are not sure where RemoteTech is installed and/or need assistance locating this page, consult with your network administrator or a qualified IT professional.

In the User name field, enter your admin user name.

In the Password field, enter the password associated with your admin user.

In the Company field, enter the e-automate database name to which you have connected RemoteTech.

Click [Login].

Click [Licensing] to display the RemoteTech Licensing page.

In the Customer number field, enter your company’s e-automate customer number.

In the Product key field, enter your RemoteTech License Key.

Click [Activate] to communicate with the ECi Software Solutions servers to validate your key and activate your installation of RemoteTech.
Note: If you have already activated your product key, this page displays a [Deactivate] button. If necessary, use this button to deactivate the product key.

Do one of the following:

If RemoteTech is successfully activated, the system displays the message:



Click [OK] to acknowledge the message.
Note: Once the server is activated, RemoteTech displays the customer number, product key, server name associated with this installation of RemoteTech, version, number of users, and the last time the license key was refreshed. Periodically, RemoteTech communicates with the ECi Software Solutions servers to assure your installation is up-to-date.

If activation fails, contact eacustomercare@ecisolutions.com.

To refresh your license key, click [Refresh key]. This action updates your key based on any changes made to your account (e.g., the purchase of additional RemoteTech licenses).

To return to the menu, click [Back].

This section only applies to moving SQL from one server to another. In the case that the RemoteTech installation is moved from one IIS server to another, there is nothing that needs to be done aside from re-installing RemoteTech. RemoteTech is licensed to the SQL server on the backend.

If you need to move web servers, you can deactivate a server for RemoteTech so you can activate a new server. Prior to deactivating, you should prepare your new server by setting it up to meet the RemoteTech installation requirements as well as have IIS configured and running.

Login to the license administration area.

From an Internet-accessible computer, go to your RemoteTech plogin.aspx page.
Note: If you installed RemoteTech in the default location, the URL to this page will be https://[your_domain]/RTS/plogin.aspx (where [your_domain] is your actual domain). If RemoteTech is installed in a different location, adjust the path accordingly. If you are not sure where RemoteTech is installed and/or need assistance locating this page, consult with your network administrator or a qualified IT professional.

In the User name field, enter your admin user name.

In the Password field, enter the password associated with your admin user.

In the Company field, enter the e-automate database name to which you have connected RemoteTech.

Click [Login].

Access the licensing features by clicking [Licensing] to open the RemoteTech Licensing page.

Click [Deactivate] to remove the RemoteTech license from this server.
Note: To activate a new server, contact e-automate customer care at eacustomercare@ecisolutions.com.

In order for RemoteTech to function in conjunction with e-automate your system administrator must first enable RemoteTech features.

On an e-automate client computer, click [Start] > Programs > e-automate > e-automate to open the e-automate client program.
Note: You must have administrative rights to access company options.

Enter your User ID and Password and login to e-automate.

From the Tools menu, select Options to open the Options window.

In the left pane of the window, double-click on Service Calls to expand the Service calls menu, click on Dispatch Console to display Dispatch Console options.

In the RemoteTech region, check Enable RemoteTech features. When checked, e-automate allows RemoteTech to interact with the Dispatch Console.

If you want to protect calls that are remotely checked out, check Protect calls that are remotely checked out.

Click [OK] to save your changes.

To assign RemoteTech login credentials to a technician, you create a User ID for the technician in e-admin and then link the User ID to the technician's Employees/Contractors record in e-automate. When you create the technician's User ID in e-admin, you do not need to assign any e-automate rights to the technician.

To  create a User ID for the technician in e-admin, do the following:

On your e-automate server, click Start > All Programs > ECi > e-admin to open the e-admin logon profile window.

In the Profile field, use the drop-down menu icon to select the profile identifying the server to which you want to log in.
Note: If you do not have a login profile, see the Creating a Login Profile topic in the e-automate help.

Click [OK] to login.

If you have configured your DGServer Email settings and the system is able to verify your login profile, the system displays the main e-admin window. From the list of companies displayed, select the company for which you want to create RemoteTech technician logins.

From the Company menu, select Edit security. The system displays the Enter Admin Password window.

In the Admin password for [Company] field on the Enter Admin Password window, enter the company’s administrator password.

Click [OK]. If the system is able to verify your password, E-admin displays the Security window.

On the Security window, verify the Users tab is forward.

Click [Add] to create a new e-automate user.



The system opens the User Properties window.

In the User ID field, enter the user identifier you want to assign to a RemoteTech technician.
Note: The technician will use this User ID to log in to RemoteTech.

In the User name field, enter the technician's name.

In the Password field, enter the password you want to associate with this User ID.
Note: The technician will use this password (together with the User ID) to log in to RemoteTech.

In the Confirm password field, re-enter the password for verification purposes.

If an Employee/Contractor record already exists in e-automate for the technician, then—in the Employee/Contractor field—use the down arrow and select the employee from the list. If an Employee/Contractor record does not already exist in e-automate for the technician, skip this step and complete the "Linking Employees to e-automate Users" section of this topic.

Click [OK] to save the e-automate user settings and return to the Security window.

To add additional users, repeat Steps 10-15.

If Employees/Contractors records already exist in e-automate for each of your technicians and you linked their e-admin User IDs to their e-automate employee records via the Employee/Contract field in Step 14 of the "Creating RemoteTech Users in e-admin" section of this topic, then you do not need to complete this section. If Employees/Contractors records do not already exists in e-automate for each of your technicians and you left the Employee/Contract field set to None in Step 14 of the "Creating RemoteTech Users in e-admin" section of this topic, then you need to create Employees/Contractors records in e-automate and add the e-admin User IDs to the e-automate Employees/Contractors records.

For detailed information on creating Employees/Contractors records in e-automate for your technicians, see the Creating Employees/Contractors topic in the e-automate help.

To add a technician's e-admin User ID to the technician's Employee/Contract record in e-automate, do the following:

Using the Windows start menu from the client workstation, click Start > All Programs > ECi > e-automate. The system displays the E-automate Login window.
Note: You must have appropriate rights to employees to access the People menu. The e-admin right is listed as P/R Employees in e-admin. You should have Create and Edit rights.

In the User ID field, enter you user ID.

In the Password field, enter your password.

In the Profile field, select the appropriate logon profile.

Click [OK].

From the People menu, select Employees/Contractors.



The system opens the Employees/Contractors list window.

From the list of service technician employees, select the service technician.

Click [Edit] to open the Edit Employee window.

In the Login user ID field, use the lookup to select the e-automate User ID you created for the technician in e-admin.
Note: This links the service technician's e-admin User ID to the e-automate Employee/Contractor record, allowing RemoteTech to know the technician’s warehouse and other employee settings.

Click [OK] to save your changes.

You can configure employees in e-automate to be flagged as managers. Once an employee is flagged as a manager, you can then specify a manager for other employees. The list of manager employees comes from the list of employees with the Manager field checked. When you flag a service technician as a manager, the service tech could have additional functionality in RemoteTech. The additional functionality is determined by the system administrator and the options set when installing RemoteTech. See RemoteTech Installation Guide. The system administrator can configure RemoteTech to allow call re-assignment only by managers or allow call re-assignment by any service tech. When only manager call re-assignment is enabled, then only service technicians with the manager flag checked on their employee profile can re-assign service calls. In addition to call re-assignment the system administrator can also configure RemoteTech to only allow technicians that have the manager flag checked allowed to perform service call searches.

RemoteTech can allow technicians from RemoteTech to view service calls. Technicians can look at any service call in your system whether they are still open or invoiced. They can filter those calls using a variety of filters. One filter that the technician can use is the Technician filter. When filtering by technician the technician can select a specific individual technician or they can choose technicians in their management group. The filter, Techs in Management Group is a filter that delivers all technicians that share the same manager as the currently logged in technician.

Marking a Technician as a ManagerMarking a Technician as a Manager

Identifying a Service Technician's ManagerIdentifying a Service Technician's Manager

If you want to use the time card entry feature offered through RemoteTech, you will need to complete the following sections to provide for the necessary pre-requisites.

Creating Pay Periods

Payroll Groups

Activity Codes

Activity Code Categories

In order for the time card entry to work, you must have created and/or configured these areas.

The Time Card entry feature allows you to create a company or technician schedule and then when the technicians are working on calls through RemoteTech, it can track their time. When the technician dispatches themselves and arrive at a call, the time card module, logs the time as technician travel time on the time card. From when the technician arrives on the service call until they depart, the time card module logs their time as service labor. The time card module monitors travel and labor time throughout each day logging their time and then allows the technician to categorize and fill in any gaps that occur as well as lunch and breaks through the time card module. The categories available to the technician for gap time are determined by your system administrator and the activity codes they make available to the technicians in RemoteTech.

Creating a Payroll GroupCreating a Payroll Group

Creating Pay PeriodsCreating Pay Periods

Customer RecordCustomer Record

Activity Code CategoriesActivity Code Categories

Activity CodesActivity Codes

In order for technicians to be able to view and save attachments to service calls in RemoteTech, there are a few different settings you must configure. The file attachment settings in e-automate must be set up and you must have the correct settings for the application pool user in IIS on the server where you have e-info installed.

E-automate Settings for AttachmentsE-automate Settings for Attachments

IIS Settings for AttachmentsIIS Settings for Attachments

Troubleshooting Attachment Access IssuesTroubleshooting Attachment Access Issues

You can create on-hold codes that can be associated with:

Sales Orders

Customers

Service Calls

Accounts Payable Invoices

RTV orders

RMA orders

When creating the code, you determine where you will be able to use the on hold code. When service calls are on hold you cannot dispatch either in e-automate or RemoteTech. When sales orders or RMA orders are on hold you cannot ship or fulfill. When customers are on hold, all transactions associated with that customer are automatically flagged as on hold. When accounts payable invoices are on hold they are not presented for payment in the Pay Vendors activity.

All on-hold codes are created in Lists and Codes. You can associate a reason with each on hold code. The on hold codes that are shipped with e-automate are CH (Credit Hold), WP (Waiting for Parts), PA (Parts Available), BadSync (Bad Data from Remote Client), and WAuth (Waiting Authorization).

When creating an on hold code you determine where the on hold code can be used and if the on hold code can be used in RemoteTech by technicians. When you allow RemoteTech use, the on hold code can be set by technicians in the field. You can also determine if the on hold code can be released by technicians in the field. For example, when a call is on hold and waiting for parts and the parts for the call are received, e-automate can change the on hold code from Waiting for Parts to Parts Available when the parts are available. This functionality is only available when users are taking advantage of e-automate’s tools for transaction linking. When the parts are available, it would make sense to allow the technician to release the call from Parts Available so they can complete the call.

You can configure on hold codes to be controlled by security rights or not. When an on hold code is controlled by security rights, users must have the right, Set/Release On Hold Transactions, in e-admin security to place and release transactions that are on hold.

You can use service on hold codes to recalculate response time from when a call is released from hold to arrival instead of call received to arrival. This is especially needed when calls are on credit hold and you do not want these calls to adversely affect your response time.

On an e-automate client computer, click [Start] > Programs > e-automate > e-automate to open the e-automate client program.
Note: You must have administrative rights to access Lists and Codes.

Enter your User ID and Password and login to e-automate.

On the Tools menu, select Lists and Codes. The Lists and codes window opens.

In the Select a list or code type field, use the drop-down menu to select On Hold Codes.

Click [New] to open the New on hold code window.

Enter the appropriate information in the following fields.

On hold code: Name of the on hold code.

Description: Brief description of the on hold code.

Make on hold code available in Sales: When checked, this on hold code can be used on sales orders.

Customer: When checked, this on hold code can be associated with a customer.

Service: When checked, this on hold code can be used on service calls.

Set this hold code in RemoteTech: When checked, this on hold code can be used in RemoteTech by technicians.

Release this hold code in RemoteTech: When checked, this on hold code can be released by technicians in the field.

Accounts Payable Invoices: When checked, this on hold code can be used to place accounts payable invoices on hold or vendors.

RTV orders: When checked, this on hold code can be used to place RTV orders on hold.

RMA orders: When checked, this on hold code can be used to place RMA orders on hold.

Require security rights to set and release on hold status : When checked, users must have the Set/Release On Hold Transactions right to place and release this on hold code from a transaction.

Calculate response time using release date and time: When checked, e-automate uses the release date and time for response time calculations.
Note: This removes time spent on hold from the response time calculations.

In the Color field click the […] button to select a different color for the On Hold stamp.

If you want to include description of your on hold code on the On-hold stamp, check the Add description to the stamp text checkbox.

Click [OK] to save the on hold code.

You can configure RemoteTech to require technicians to supply a delay code when they do not meet the response guidelines identified in e-automate. In order to require these things in RemoteTech your e-automate administrator must set the option to require a delay code as well as create delay codes for use within RemoteTech.

Setting the Require Delay Code OptionSetting the Require Delay Code Option

Creating Delay CodesCreating Delay Codes

With onsite warehouse created and assigned to equipment and customers, you can configure RemoteTech to allow your technicians to transfer items from the customer’s on site warehouse to the technician as needed. RemoteTech only allows a technician to transfer from a customer’s onsite warehouse when the technician is dispatched to a service call with that customer. RemoteTech allows technicians to select any warehouses matching the following criteria when attempting to transfer from a customer onsite warehouse. First it checks to see if the equipment on the service call has a customer onsite warehouse, second, it looks to see if the customer identified in the equipment location field has a customer onsite warehouse; third, it looks to see if the customer identified as a customer on the equipment has an onsite customer warehouse, finally it looks for a customer onsite warehouse associated with the customer on the service call. If you want to allow your technicians to use onsite warehouses, use these instructions to configure a customer onsite warehouse.

You can use the following instructions to create a company onsite warehouse. Once you have identified a company onsite warehouse on the customer record, e-automate will use the warehouse on service calls instead of the technician warehouse. You can remove the customer onsite warehouse from equipment if you do not want it used on service calls in lieu of the technician’s warehouse.

From the Inventory menu, select Warehouses to open the Inventory warehouses list window.

Click [New] to open the New inventory warehouse window.

Complete the following fields as appropriate.

Warehouse: Name for the customer onsite warehouse.

Description: Brief description of the onsite warehouse.

Type: Use the Lookup icon to select Customer Site.

Click [OK] to save the warehouse.

Click [Customers] on the e-automate toolbar.

On the customer list, locate and select the customer for which you created the onsite warehouse.

Click [Edit] to open the Edit customer window.

Click the Account tab to bring it forward.

In the On-site warehouse field, use the Lookup icon to select the warehouse you created for this customer.

Click [OK] to save the customer changes.

From the Inventory menu, select Warehouses.

On the warehouse list, locate and select the customer onsite warehouse you just linked to the customer.

Click [Edit] to open the Edit inventory warehouse window.

In the Customer field, use the Lookup icon to select the customer associated with the warehouse.

If the warehouse is physically located at the same address as the customer, check the Synchronize address with customer address checkbox.

Select the warehouse you just created from the list and click [Edit] to configure the warehouse.

In the Standard bin field, use the down arrow menu to select New. This opens the New inventory bin window. Enter the information as appropriate.

In the Description field, type a brief description of the bin.

Click [OK] to save the bin and return to the Edit Inventory Warehouse window.
Note: You can add additional bins as necessary.

When using RemoteTech, technicians can look up information about inventory items in e-automate. To learn information about an item, the technicians can lookup information using a variety of numbers. The following is a list of number that can be used as a lookup in RemoteTech.

Current item number

Current vendor number for the inventory item.

Historical vendor number for the item, one or many.

RemoteTech allows this flexibility so technicians have a high probability of finding information about inventory items regardless of the item number they use to lookup the information. e-automate expects that technicians in the field may not have the most recent item number but they may have an equipment manual with a historical number that they can use to lookup the information that they need. If the inventory personnel that use e-automate had populated this information, the technician has a more reasonable expectation of being able to find information about an item while in the field.

This instruction set is to identify where the above item numbers are in –automate and how to change or update these numbers.

Current Item NumberCurrent Item Number

Current and Historical Vendor NumbersCurrent and Historical Vendor Numbers

There are occasions when a technician may want to have an invoice for a service call faxed or emailed to a customer or to the technician upon call completion. You use these instructions to prepare the necessary pre-requisites to allow RemoteTech to ask if you want an invoice return to happen when using RemoteTech.

Before this functionality can work you must have e-agent up and running on a server with access to analog fax lines (if you plan to use fax) and internet access to your email server and the e-automate database. If you do not have e-agent installed, you can access the installation files on your e-automate server in the e-automate directory you will find a directory called, e-agent Install. Copy the file and take it to the computer on which you intend to run e-gent. For additional setup instruction on e-agent, see e-agent help. From inside e-agent, select the Help menu and select e-agent Help to access help.

Install and configure e-agent. Be sure to configure e-agent options located on the Tools menu.

With e-agent configured, you are ready to create an e-agent task, click [New] to open the New Task window.

In the Type region, select Auto invoice service calls and click [OK]. The Auto invoice service calls window displays.

In the Name field enter an appropriate name to identify the task as the task used to auto return service invoices.
Note: All tasks in e-agent must have a unique name.

If you only want to process calls from RemoteTech and auto-schedule this task to execute every minute, check the Process requests only from RemoteTech checkbox. Checking this checkbox displays two additional tabs, Email settings and Fax settings allowing technicians in the field using RemoteTech the ability to auto return the service invoices to the customer via fax or email.
Note: For this functionality to work you must have email settings configured as well as a fax service installed and running on your e-agent server.

If you want the service invoice created to include service invoice details (exact date, time and hours for labor, mileage amounts, and a listing of specific items on the call), check the Show details on service invoice checkbox

To prevent e-agent from invoicing service calls that have warnings, check the Do not invoice if warnings exist checkbox.

If you are processing requests from RemoteTech only you cannot choose other options associated with this task, you can create a second task to handle other service calls not processed through RemoteTech and set the other options associated with this task.

In the Notification email field, enter the e-mail address(es) of the person or persons you want notified. To notify multiple recipients, separate each e-mail address by a semi-colon or a comma. Use the delimiter associated with your email program. For example, janedoe@company.com; johndoe@company.com; joe@company.com.

Click the Email Settings tab to bring it forward.
Note: Be sure to configure both the Email and the Fax tabs.

In the E-mail from address field, enter the email address from which you want service invoices emailed. Most email programs will use this email address if the recipient replies to the email. In the Send bcc to field, enter an email address or addresses if you want to send a blind carbon copy of the invoices to a specific email address. If you enter more than one email address be sure to separate each address with an appropriate delimiter, for example, Microsoft Outlook uses the semi-colon.

If you want e-agent to pause as it sends service invoices, check the Wait X second(s) before sending each email checkbox and enter the number of seconds you want it to pause.

Click the Fax Settings tab to bring it forward. Be sure to configure both the Email and the Fax tabs.

In the Fax application region, use the radio buttons to select the appropriate fax sending choice.

Fax options changes based on the Fax applications selected. For your specified fax application complete the appropriate options.
Note: Cover pages options are not available on all fax application choices. If you want to import your own personal cover page, click [Import personal cover pages]. Use the Open window to navigate to your saved cover page file (.cov), select the file and click [Open]. Select your cover pages as appropriate in the Cover Pages region.
Note: Attaching an image is not available on all fax application choices. If you want to attach an image (company logo) to your faxes, click the [...] adjacent to the Attach Image field. Use the Open window to navigate to your saved cover logo file (.bmp, .jpg, .jpeg, .tif, gif), select the file and click [Open].

Click [OK] to save your task settings.

You should have checked Process requests only from RemoteTech so you do not have the options of scheduling this task. This task by checking Process requests only from RemoteTech is configured to automatically run every minute.