Integrate Google Calendar in managing tickets to make it more easier to schedule tickets and assign technicians.

  1. ISP Config > Application Users > [specific application user] — Technician Settings panel

    1. Panel Components

 

  1. Set this Application User as Technician checkbox

    • If checked, this application user will be included in the list from which the ISP can choose to assign a ticket to.

  2. Email and Password fields

    • Email – ticket updates will be sent to this email account.

    • Password – the corresponding password to the email account used for the technician’s Google Calendar account (if the Use this email for Google Calendar option is checked).

  3. Use this email for Google Calendar checkbox

    • If checked, the technician’s password will be required for Google Calendar account authentication.

  4. Share this Calendar to [ISP Google Calendar account] link

    • In order for the Ultimate Back Office Billing and Automation’s (UBO) Ticket & Schedule Manager (TSM) to properly create the events on ISP’s technicians’ Google Calendar accounts for scheduled tickets that are assigned to them, these accounts need to be shared to the ISP’s Google Calendar account (setup in the ISP Config -> STEM Settings panel), with the appropriate permissions.

  5. Create an Account link

    • Click on link to go to Google’s account creation page for technicians who do not yet have a Google Calendar account.

 

  1. Set-up States

    1. Use this email for Google Calendar checkbox is unchecked

  • The email is only added to the guest list of the scheduled ticket’s corresponding Google Calendar event.

  • While the technician is still notified via email of the event changes and is able to see it on his Google Calendar (if the email provided is associated to an active one), he will not be able to make modifications to the event (e.g. re-schedule event) until the “modify event” permission (unchecked by default) is specifically granted.

  • Once the technician’s email is removed from the guest list, he will no longer receive any notifications for the updates on the tickets.

  • The event is created on the ISP’s Google Calendar account and, therefore, not owned by the technician’s provided email account.

 

  1. Use this email for Google Calendar checkbox is checked – Account Authentication process is ongoing

  • Image above shows provided account going through Google’s authentication process.

  1. Use this email for Google Calendar checkbox is checked – Account Authentication failed

  • Image above shows provided account failing to pass through Google’s authentication process.

  • Possible causes:

    • Incorrect email or password

    • Account provided is not associated to an active Google Calendar

 

  1. Use this email for Google Calendar checkbox is checked – Account Authentication completed and account has been verified

  • Image above shows provided account successfully passing through Google’s authentication process.

  • This account will be used to go through Google’s authentication process everytime the UBO 6.0 Beta software will attempt to do the following operations on the technician’s Google Calendar:

    • create an event for ticket set to be scheduled

    • remove an event (if ticket is deleted or re-assigned to another technician)

  • To add the technician’s calendar to the My Calendars or Other Calendars list of the ISP’s Google Calendar account, the ISP will need to have the appropriate right to do this.

 

  1. Google Calendar

    1. Log-in page

  • Clicking on the Share this Calendar to [ISP Google Calendar account] link will open the Google Calendar log-in page on the application user’s default browser.

  • The Email field is already pre-populated with the technician’s email address, while the password will have to be manually entered in the Password field again.

  • NOTE: This will automatically log-out currently signed in Google account.

  • TIP: Before doing this step, (temporarily) set another browser first as the default browser.

  • REMINDER: Once the account has been successfully logged in, do not do anything until you have completely redirected to the Share this Calendar (sharing settings) page (shown in II.b).

 

  1. Technician Google Calendar Sharing Settings page

  • In the Share this Calendar page, the ISP’s Google Calendar account should have already been added to the list of people the technician’s calendar is shared to.

  • Select one of the following permission options that may be given to the ISP’s account:

    • Make changes AND manage sharing

      • Grants full control of the technician’s calendar to the ISP’s account

      • The technician’s calendar will be added to the My Calendars list (see image below for location in the Google Calendar page) of the ISP’s Google Calendar

    • Make changes to events

      • Grants only event modification rights for the technician’s calendar to the ISP’s account

      • The technician’s calendar will be added to the Other Calendars list (see image below for location in the Google Calendar page) of the ISP’s Google Calendar

  • If the ISP’s account is not granted with either permissions, the UBO 6.0 Beta software will not be to add the technician’s calendar to either of the above indicated lists.

 

  1. Scheduling Tickets

    1. Open the ticket you want to schedule, then click on the Schedule button. This will automatically direct you to the Google Calendar tab in the Ticket & Schedule Manager window or to your default browser.

    2. Find the event created for the ticket.

      1. Common format: [ticket no.] – [summary] : [subscriber name] ([priority])

      2. Current local time (as setup for that calendar) is used by default.

    3. To set the date and time, you can do the following:

      1. [Month view]

        1. Drag the event and drop it to the date you want to schedule it on. Then, click on it to display the details popup, within which you can find the Edit event>> link. Click on the link to go the event details page.

        2. In the page, you can either click on the time fields (found right below the event summary/title) to select the time, or click on the Find a time tab to review other events for that day and schedule as needed.

      2. [Day/Week/4 Days view]

        1. Simply drag the event and drop it to the date and time you want to schedule it on.

    4. Once you’re done with scheduling, go to the Tickets tab and click on the Sync Tickets button to update the tickets with the new schedules.

 

  1. Ticket Migration

    1. Once the technician’s calendar has been configured on the ISP Config and the appropriate rights have been granted to the ISP’s Google Calendar account, the existing tickets/events will need to be migrated over to the technician’s calendar.

      • Steps:

        1. Open the Ticket & Schedule Manager window.

        2. From the list of technicians found in the left side of the Tickets tab, select the technician you need to migrate the tickets for.

        3. Click on the Sync Tickets button to start migration.

    2. The technician’s calendar should be added to the My Calendars/Other Calendars list after then.

    3. Succeeding tickets that will be scheduled will be automatically added to the technician’s calendar.

    4. You may now hide the previous calendar the software added for that technician from the My Calendars/Other Calendars list.

 

  1. General Reminders

    1. Use the Google Calendar STRICTLY for the following purposes only:

      1. Ticket/event scheduling

      2. Re-assigning of an event to another technician’s calendar (translates to software as re-assigning the ticket to another technician)

    2. Make sure that the name displayed in the Google Calendar for the technician’s calendar matches the technician’s name in the software. This will ensure that changing the technician calendar for an event will also correctly re-assign the corresponding ticket to the correct technician in the software, respectively.

    3. After making changes in the Google Calendar tab, make sure to sync tickets first (via the Sync Tickets button) before making any further changes to the tickets in the Tickets tab.

    4. If the technician’s calendar have been added to the My Calendars/Other Calendars list, hide the calendars added/created by the software before the actual technician’s calendars have been added to avoid duplicate events from being displayed.

    5. If the email associated to the technician’s calendar has been added to any events as guest list, you may also remove the email from the list to avoid duplicate display of events.

    6. If the technician calendar has been changed in the ISP Config, make sure to migrate existing tickets/events over to that new accounting (process described in 4. Ticket Migration).

    7. Changing an event’s calendar in the Google Calendar will re-assign the corresponding ticket in the software to the technician the calendar is associated to.