Documents can contain information critical to delivering services for your customers and running your operations. IDI’s Document Management solution provides the most efficient way to store and manage these documents ensuring that they always remain accessible, secure and easy to find. Document Management gives service providers the ability to:
Eliminate the need to store important information in a separate system from CostGuard and constantly maintain the links between the two.
Attach documents directly to many different items in the IDI platform such as customer accounts, tickets, equipment, invoices, services, and features.
Organize your documents using categories to filter and search for specific document types.
Store documents securely by controlling who can view documents and who can see confidential information.
Document Management Overview
Document Management consists of two major components:
Document Storage module – used for configuration and administration.
Document Tray- available on numerous items in the IDI platform and used to attach and view documents.
Document Storage Module
The Document Storage module is where configuration and maintenance activities for Document Management occur. This module is intended for use by administrator’s primarily since regular users will attach and view documents directly from the items that they are associated to in the IDI platform and not through this module.
Document Storage allows admins to:
Manage Categories
Search stored documents
Upload / Edit / Delete documents*
*This is provided for maintenance and troubleshooting activities. Attaching or removing a document from an IDI platform item (e.g. customer account) must be done through the appropriate IDI module.
Document Tray
Users can upload documents or view document attached to an item anywhere in the IDI platform that there is a paperclip icon.
Figure Document icon on Customer Summary Screen
Clicking the paper clip will open the Document Tray for the item selected. The user can see all documents already attached, edit them or upload new ones.
Figure Document Tray
Using Document Management in Your Operations
Organizing Documents with Categories
Categories allow you to separate your documents into groups to make filtering and searching for documents with a specific content type easier.
If no Categories are created or none are specified when a document is uploaded it will automatically be labeled as ‘Uncategorized’.
When deciding what Categories to create the most important guideline to remember is to keep the structure simple. Your users should be able to easily identify the proper Category when they are uploading a document.
Some common organizations of Categories are:
Document Type: one category is created for each specific type of document your business uses.
Examples:
Check Images
Contracts
Customer Attachments
Legal NoticesRole: one category is created for each role in the organization who creates or views documents.
Examples:
Sales
Service Delivery
Technical SupportTask: one category is created for each common task that documents are created for:
Examples:
Quoting
Customer Onboarding
MACs
Invoicing
Disconnecting
Categories in Use
Once your Categories are set your users will be able to choose them when uploading a document.
Figure Attach Document Category Drop-down
Categories assigned to documents can be used to filter when viewing the list of upload documents in CostGuard.
Figure Category Filtering on Customer Summary Screen
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Figure Category Filtering on Account Documents Screen
Restricting Access to Documents
Documents may sometimes contain sensitive information about the customer or your business that you want to restrict to only authorized employees.
Preventing users from viewing any documents
When Document Management is enabled for an environment all users will have the ability to click the paperclip icons, see the list of attached documents and add new ones. Viewing documents is restricted however to users with the ‘Allow Log On’ permission for the Document Storage module. Without this permission, the user will receive an insufficient privileges message when trying to view the contents of a document.
Preventing users from viewing confidential documents
You can further restrict access to documents by marking them as ‘Confidential’. To view the contents of a Confidential document the user is required to have the ‘View Confidential Documents’ permission in Document Storage assigned to them.
Confidential documents can be managed in two ways:
Document level – Users can flag a document as Confidential when they upload it to the IDI platform.
Category level – Admins can configure an entire category to be Confidential. Any document uploaded with a Confidential Category assigned automatically receives the Confidential flag. This cannot be over-written by the user.
Viewing Documents Across an Account
Clicking ‘Documents’ from the Account Navigation menu opens the Account Document search. From here users can see all of the upload documents on the account across all of the different categories of items that support attaching.
Figure Account Document Search
IDI Platform Support for Document Attaching
Adjustments |
|---|
Contacts |
Customer Accounts |
Deposits |
E-pay Accounts |
Equipment Inventory |
Follow-ups |
Invoices |
Journals |
Payments |
Services |
Tickets |
Enabling Document Management
Document Management is an additional service provided by IDI. Please contact your Account Manager / Project Manager in you are interested in enabling this feature.