Konica ITT Service Sync
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
NOTE: This process is only available if Konica has contacted you directly and asked you to connect. If you haven't heard from Konica, we're unable to set it up for you.
Konica has dealers handle service in areas where they do not have a direct presence. This system works like ID890 except it syncs calls between the dealer's e-automate and Konica's ServiceNXT instance.
You will be required by Konica to map your problem and repair codes to theirs. We sync based on matching serial number and will report if no match, we also sync the contact on the call from Konica. We plan to sync equipment also.
Juice will notify you when a call cannot be created as the serial number does not exist in your e-automate, that notice will give you all the information needed to add the equipment. Once the equipment is added any open calls in the Konica system will auto sync over.
We will provide a weekly list of serial numbers in Konica assigned to you that do not exist in your eAuto.
Calls from the Konica ServiceNXT sync are created in e-automate for your techs, and ID285 keeps Konica updated as each call progresses. However techs won't get the normal notification unless someone edits the call in eAuto. ID260 can email the tech for just those calls.
We recommend reviewing our eAutomate Dispatch Console - How to Create, Dispatch, Complete, Reschedule and Invoice a Service Call for e-automate best practices.
Run Schedule: To be updated
Type of Output: Data Push
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Sample
Sample
*Coming Soon*
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Variables
Variables
Variable 1: Konica credential set ID. This links your subscription to your Konica connection details.
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Alert Functionality
Alert Functionality
ID285 keeps Konica up to date on every call they send you, automatically. As those calls move through e-automate, ID285 sends status updates and new notes to Konica's ServiceNXT, so Konica can always see where each job stands.
How it works
- Calls Konica sends you through ServiceNXT are created in e-automate for your techs.
- Each time ID285 runs, it checks those calls for changes and sends any updates to Konica.
- Only calls that came from Konica are included. Your other service calls are never sent.
- If Konica's system doesn't accept an update, it's sent again on the next run. A problem with one call won't hold up the others.
What Konica sees
| Status in e-automate | Status Konica sees | Also sent |
|---|---|---|
| Pending (P) | Pending | |
| Dispatched (D) | Dispatched | |
| Dispatched (D), once the tech logs their arrival time | Work Started | |
| On Hold (H) | On Hold | The On Hold reason, arrival and departure times, and problem and repair codes |
| Completed (C) | Not sent | New notes are still sent |
| OK to Invoice (OKB) | Not sent | New notes are still sent |
| Invoiced (I) | Invoiced | Problem and repair codes, meter readings, and labor |
| Canceled (X) | Canceled |
Konica doesn't need status updates for Completed or OK to Invoice, so these aren't sent, but new notes on those calls still are. Status updates also include the technician's name and any parts used.
Rescheduled calls
When a tech needs to go back, for example because parts are on order, and you reschedule the call in e-automate, ID285 won't tell Konica the job is finished. It follows the new call instead, keeps updating the same Konica case, and flags it as a return visit. Problem and repair codes from earlier visits carry over, and labor from every visit is included when the call is invoiced, so Konica has the full history of the job.
Notes
Public call notes are sent to Konica as comments, and private work order notes are sent as work notes. Only new notes are sent, and notes that came from Konica are never sent back to them, so nothing is duplicated.
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Best Practices & Tips
Best Practices & Tips
- Reschedule return visits. If a tech has to go back, reschedule the call in e-automate rather than closing it and opening a new one. This keeps the follow-up linked to Konica's case, so Konica isn't told the job is finished while a visit is still to come.
- Let Konica calls come in through the sync. ID285 only updates calls that arrived from ServiceNXT, so a Konica job keyed in by hand won't send Konica anything.
- Log arrival times. When a tech logs their arrival, Konica sees Work Started.
- Pick the right On Hold code. Konica sees its description as the reason the call is on hold.
- Write notes with Konica in mind. Private work order notes are sent to Konica as well as public call notes.
- Use your mapped problem and repair codes. They're sent to Konica with On Hold and Invoiced updates.
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Related Alerts
Related Alerts
ID136 - API Sync to Ticketing Systems
ID664 - Service Now Sync
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