Thank You!
Posted: 9:14 pm
April 10th, 2013
 
Uncategorized

With update 3.3 successfully pushed out to all the portals about a month ago, we have turned our attention to the bug report. Over the past two weeks, the Shockey Monkey team has been working on debugging the entire portal. We have reviewed your bug reports, re-examined code, re-written code, and patched the majority of bugs that were concerning our  partners. We are also in the process of updating the Shockey Monkey Documentation page to reflect new features that were introduced by the 3.3 update. Furthermore, we are working on organizing the How-To and Deep Dive guides on the site to make items easier to locate when you need assistance.

We see the orders come in daily and thank each and every one of you for allowing us to help assist in managing your business. Because of you, Shockey Monkey has become one of the fastest growing IT Management Platform and Customer Relationship Management System in the industry. While perfection is never attainable, our entire Shockey Monkey Team knows that without our partners this would not have been as successful as it has been. With the ever changing landscape of the IT industry, Shockey Monkey will never be a completed platform. We will strive to keep innovating new features that will not only help run your business more smoothly, but hopefully put some additional income in your pockets.

Squashing Bugs in Shockey Monkey!
Posted: 2:59 pm
April 10th, 2013
 
Uncategorized

Over the course of the last few months we have published a significant amount of new features into Shockey Monkey. However, these last few weeks we have been focused on fixing some outstanding bugs within our software. With the introduction of our guided setup coming soon, we are trying to assure that we eliminate all of the bugs that have a huge impact on your ability to run your business.

Here are some of the bugs that were addressed over the last few weeks:

  • Administrators cannot approve/deny time sheets or time off requests. This has been fixed – Not only can administrator’s change the status on these requests, but employees can now see that status when they view their request.
  • Employees were able to see the Corporate tab, when they did not have administrative privileges. This has been fixed – While they could see the tab, they did not have the ability to view/edit any information contained within this section. However, we have fixed the issue that was allowed them to view this section.
  • When creating an employee for the first time the access level was not being applied to the account. It would require an edit/save, for the access level to take place. This has been fixed – Now when an employee is created, the access level is applied instantly.
  • Within the contact/company section when trying to use the lookup feature you would be presented with a 404 popup. This has been resolved.
  • Multiple issues with the Documents section within the portal. We have fixed these issues and made some visual improvements to this section.
  • Issues with Settings > Experimental Features, which would not allow clients to close a ticket. This has been resolved.
  • Links have been added back to the dashboard.
  • The agreement section had several issues, which have been addressed.
  • Administrators/Employees can no longer remove themselves from the system. This fixes an issue where users would remove the last administrator from the portal “themselves”, thus locking themselves out of their portal.
  • The SLA System, has received a major rewrite and now functions as intended.
  • The project section had several bugs, which were limiting the functionality of this section. This section is due for an update both visually and functionality wise, look forward to this in an upcoming release.
  • Upon having a ticket assigned to an employee, they would receive an empty email. This has been resolved; information is now contained within these emails.
  • There was a bug that would cause ticket rendering to become jumbled, upon adding an internal note. This has been resolved.

Next week, we should have a very exciting addition to Shockey Monkey! Make sure to check back next week, you don’t want to miss this new feature. I will say that it is something that has been requested for quite some time now.

Quarterly Review – Developer’s Journal
Posted: 2:58 pm
April 3rd, 2013
 
Uncategorized

Shockey Monkey has been our major (development) focus over the course of Q1. We have found this experience to be very challenge, while also being very rewarding. The biggest challenge has been standardizing code throughout the portal. Some of these standardizations include areas of focus such as: (structure, formats, error handling, and security).

Why is this important?

This is important as we move forward, to help achieve a rapid development environment. We’ve actually been doing this gradually over the last few years and the process is becoming easier and easier. We have already seen the benefits of this design method, as you will see from the content and enhancements that have been produced in only a couple of months. This will also play a huge role when we push further towards internationalization of Shockey Monkey.

So what’s new?

Ticket Dispatch

This feature allows you to schedule technicians to a service ticket. You can have one or multiple employees assigned to a ticket and it will appear on their calendar.

Schedule Control

Every employee has a personal calendar that they can: (use, modify and share) and link into service tickets, to help keep them on track of their daily assignments. The schedule component is also HTML5 compatible, so it can be accessed directly from any HTML5 compatible smartphone.

Vendor Management

This allows you to keep track of your 3rd party companies. You can manage things like (documents, address information, primary contacts, sensitive information, etc.). It centralizes all of this information for easy access and management.

Career Management

This allows you to keep track of your employees (achievements, goals and reprimands).

Service Boards

This is by far one of the best features in my opinion. It allows you to configure (private & public) service boards for use within your portal. Public boards are presented to users when they open a ticket, things such as (support, billing, and sales). While private boards give your employees a way to sort & manage all the internal workings of the company.

Theme-able!

Yes, Shockey Monkey is once again theme-able. Taking advantage of Jquery UI theme packs and standardizing all of our (tables, divs, controls, elements), themes are now easily applied and have a consistent look between browsing platforms.

Experimental Features

This section has been expanded to allows up to give you immediate access to feature requests that you may want, however don’t really fit anywhere inside of the portal quite yet. Check it out periodically; we have already added 5 options to this section.

Keeping Your Portal Organized Using Service Boards
Posted: 2:46 pm
March 28th, 2013
 
Uncategorized

Service Boards were created to greatly assist in organizing your portal by placing tickets in their correct “boards”. While Shockey Monkey always had the ability to assign ticket to specific people, adding service boards give you an added level of organization not previously found within Shockey Monkey portals.

What are Service Boards

Service boards are nothing more than organizational units. In their simplest definition, think of service boards as file folders.

How do service boards work?

Service boards work by grouping like tickets into their respective boards. Service boards can be either internal (visible only to employee of your company) or client-accessible. If the board is client-accessible, then when they log into your support portal to enter a ticket, that board will be visible as a category option, e.g. Billing, Support, Sales, etc.

Service boards that are internal can be used for in-house projects, inside department not visible to clients, etc.

How do you create new service boards?

Clicking on the Settings tab and selecting Service Boards from the list of options available is the first step to creating Service boards

  1. After click Service Boards, you should now see your Service Board Dashboard
  2. To add a new Service Board, click the New Board button on the upper right of the screen
  3. You will now see the New Service Board window

  1. Enter the title for the new board;
    1. Select Active to make the board operational;
    2. Select the visibility status of this board;
      1. i.      Internal makes the board visible only to employees of your company;
      2. ii.      Client-Accessible means clients can see their tickets associated with this board inside their portal.
    3. Give a brief description for this board;
    4. Click Create Board.

My newly created service board is not showing when I click on Service Boards inside my portal.

Although you created a new service board under Settings > Service Boards, this newly created board will not display under your Service Board tab until it populated—meaning, a ticket has to be assigned to that service board in order for it to be visible. If no tickets are assigned to a board, that board will not be visible under the Service Boards tab.

How do I delete a Service Board?

Deletion is a strong command in the IT and business world. There are times when you can recover from a deletion and other times when you can’t. This is why we rarely use deletion as an option. With that said, you cannot delete a service board after it has been created. The risk is too high that tickets within that service board could be deleted as well. This is why we opted to use the functions of making a service board active or inactive.

You can modify a service board’s accessibility by clicking on the service board in question and altering its status.

How can I manually assign a ticket to a Service Board?

You can manually assign a ticket to any service board you wish. To do so:

  1. Click on the ticket you wish to add to another service board;
  2. Under the Quick Update section, click the drop down menu next to Service Board and select the board you wish that ticket to fall under;

Click Update Ticket Management.

Shockey Monkey & Vendor Management
Posted: 2:47 pm
March 22nd, 2013
 
Uncategorized

Recently, we pushed a major update through to all Shockey Monkey portals. The update included a mix of bug fixes and new features that you, our partners, have asked for. One of the most requested features you said you wanted to see inside Shockey Monkey was Vendor Management. Well, ask and you shall receive! Within the v.3 update is the Vendor Management module. There is nothing you need to download or install. We pushed this update out to all portals automatically on March 7th, 2013.

To access the Vendor Management module:

  1. Click the Business tab
  2. Select and Click on Corporate
  3. Click on the Vendor tab within your Corporate Dashboard

You can also access your Corporate Dashboard by clicking on Corporate under your Business Navigation Menu located on the left side of your portal (if your option is set to show this menu).

Once you click on the Vendor tab, your screen should appear as shown below.

Don’t be concerned if you do not see anything listed in your Vendor Dashboard. This simply means that you have not yet added any vendors. To add vendors:

  1. Click on the Add Vendor button located on the lower right side of the dashboard
  2. Fill in all pertinent information about the vendor that you are adding
  3. Click Create

Once you create your new vendor, you will be redirected to that vendor’s page within your portal. Now that you created a vendor, it is time to associate information to it. For any vendor that you create, you will have the ability to associate resources, notes, and documents to them – as well as the ability to add/modify a contact for a particular vendor.

To add a contact for this newly created vendor, click the Contacts tab. Fill out all relevant information about the contact and click Create.

Resources, such as websites, usernames, and passwords associated with a vendor can also be documented. To add these attributes, click on the Resources tab.

To create a new resource:

  1. Enter a title for the new resource
  2. Enter the associated website for that vendor resource
  3. Type in the username linked to this vendor
  4. Type in the password related to the username for this vendor
  5. Enter a brief description of the vendor or special instructions associated with this particular resource
  6. Click Create

Notes can also be added to any vendor you create. Notes can be used to document any number of items that may be desirable or necessary to recall about a vendor at any particular time. To add a note, simply click Add Note. From there, you need to give your note a title and description. After you are satisfied with both entries, click Create. Your note will show up under the Notes tab for that particular vendor.

As with Companies and Clients, you can also add associated documents to Vendors as well. To add a new document for a vendor, click on the Documents tab and click the Add Document button. Once you see the New Document windows:

  1. If necessary, select the appropriate Vendor from the drop-down menu
  2. Select the sensitivity of the document you are about to upload
    1. Normal sensitivity means any employee can view the document
    2. Private means only Admins can access the document
  3. Click on Browse to locate the document on your local hard drive
  4. Give the document at title
  5. Enter a brief description of the document
  6. Click Upload

As you can see, managing your vendors and associated information has never been easier. Anytime you wish to view or edit your existing vendors, you can do so by accessing your Corporate Dashboard and selecting the Vendors tab. Your Vendors Dashboard will list all the vendors you entered within your Shockey Monkey portal. To edit or view any particular vendor, simply click on the vendors name and you will have access to all of your entered information.

If you have a recommendation or a change for Shockey Monkey that you would like us to consider, you can always tell us about your ideas through the support portal. Simply click on Resources then Features and enter your ideas there. Granted we cannot accommodate all your requests and ideas, but we do try to implement the most asked for features to help run your business smoothly and successfully.

Coming up with the Monkey!
Posted: 2:04 pm
March 1st, 2013
 
Uncategorized

Shockey Monkey is getting an upgrade next week, this update includes the new business management section, upgraded support area with private boards, new calendar / scheduling / dispatch center and an upgraded UI that is a few times faster than it was in the past. We are thrilled about this product and hope you consider joining over 100 partners that are currently selling Shockey Monkey to their small businesses clients.

Stay Tuned!!!

Deep Dive Guide: Punching the Clock
Posted: 2:20 pm
February 22nd, 2013
 
Uncategorized

In the first Corporate Dashboard Deep Dive Guide, we discussed how to set up and view the Corporate Dashboard for Administrators.  While the Corporate Dashboard is visible from an employee’s view, there is not much they can access or change. However, every employee does have his or hers own little space in Shockey Monkey v.3, and that place is called: My Profile.

My Profile

In addition to the newly created My Profile, we also added My Projects, My Schedule, and My Tasks into Shockey Monkey v.3. These links are unique virtual workplaces for each employee. Here, employees can submit their time sheets, submit time off, add experience that they have accumulated, add documents, etc. Let’s take a look at the My Profile Dashboard and go through some of the links in detail.

Punching the Clock

As an employee, one of the very first things you want to do when you sign into the portal is to punch the time clock. When your supervisor created your profile within Shockey Monkey, they also documented your work schedule. Therefore, Shockey Monkey knows when you are supposed to be at work and when you are not. If you never punch the time clock when you start working, Shockey Monkey thinks that you did not make it into work. This is reflected on your time sheet as well. In most business environments, no time recorded means no pay! So remember to punch the time clock.

Clicking the link will take you to the time clock interface.

Under Status, you can select whether you are in the office, out of the office, in a meeting, out to lunch, at client meeting, etc. and whether you are working or not working. Furthermore, your supervisor may ask you to enter what exactly you are working on that day—or everyday you check in for work. If so, provide a brief description of what you will be working on. After words, click the Punch Time Clock button. You will repeat this process when you go to lunch or check out for the day. By doing so, you and your employer have a detailed time and account of the items and tasks that you were working on any given day.

Deep Dive Guide: Submissions – Time Sheets & Time Off
Posted: 4:08 pm
February 15th, 2013
 
Deep Dives, Uncategorized

So far we have covered every link and tab on the Shockey Monkey Corporate Dashboard except for two: Time Sheets and Time Off. As their names suggest, these two tabs include employee time sheet submissions or requests for time off. When employees submit their time sheets or requests for time off, both submissions will show in their respective tabs.  Only supervisors (by default, portal administrators) can approve or deny time sheet and time off requests. To address either type of submission, you would click on the tab that needs addressing. For instance, if you need to review a time sheet, click on the Time Sheets tab. As shown below, you will see time sheets that have been submitted and waiting for approval by their listed supervisor/portal administrator.

Notice that the statuses of these time sheets are set to Pending. This is the default status for requests that have not been addressed yet. To weigh a submission, simply click on the time sheet link for that particular employee.

When you click on any time sheet link, that time sheet will appear as shown.  Notice the red arrow pointing to the Status down-down menu. You will select this menu to determine the approval or denial of this time sheet. When you have made the appropriate selection, click the Update button to finish the process.

Addressing requests for time off is very similar. Within the Corporate Dashboard, click on the Time Off tab.

If employees have submitted any time off requests, this is where you (the supervisor/administrator) will come to approve or deny their specific request. Like the previously discussed time sheets, to weigh in on the submission, click the Time Off Request link. From there you can view the details as described by the employee to the specific date(s) that they are requesting off, along with a brief description if it is added to the request by the employee.  From the status drop-down menu, you can select approve or deny to update the request. Click Update after making your decision. If the request was submitted by mistake or there is a need to remove the request completely, you can click the red X next to the request from the Time Off list window.

Deep Dive Guide: Adding, Modifying, & Removing Documents
Posted: 2:23 pm
February 8th, 2013
 
Uncategorized

In this installment of the Deep Dive Guide series we will be discussing all there is to know about the Documents section of Shockey Monkey v.3.

Add Document

In keeping with our desire to make Shockey Monkey v.3 something useful for people occupying Human Resource roles and doing our part to keep the world “green”, we included an Add Document feature. With this newly added feature, you can upload documents pertaining to specific employees (clients AND companies—which we will discuss later…).

To add a document to a specific employee, click the Add Document link on the Corporate Dashboard. Once again, you are reintroduced to the simplicity of adding information into your Shockey Monkey v.3 portal. Select the employee from the drop-down menu that you associate this particular document to. For documents that should only be accessed by those with Administrator privileges, select the Private radio tab from the Sensitivity selection. The next step is to choose the file and give it a title and description. After that, simply click Upload.

To verify the document was uploaded successfully, click on Documents in the Corporate Dashboard. From there, you should see a similar result as you see below.

Modifying an Existing Document

While you can not really modify the document itself, you can change some of its attributes. From the Corporate Dashboard, click on the Documents tab. Find and click on the title of the document you wish to modify. You can change the assigned employee, sensitivity, title, and description only. No changes can be made to the uploaded document. After you make the appropriate changes needed, click the Upload button to save the changes.

Removing an Existing Document

If an uploaded document has changed since it last upload or is no longer needed within your portal, you can remove it. From the Corporate Dashboard, click on the Documents tab. Locate the title of the document you wish to delete, then click the red X next to that entry.

Deep Dive Series Part I Continued: Adding, Modifying, and Removing Equipment and Locations
Posted: 8:10 pm
January 25th, 2013
 
Uncategorized

Welcome back to the second installment of Part I of the Shockey Monkey Deep Dive Series: Navigating the Corporate Dashboard—Adding, Modifying, and Removing Equipment and Locations. As the title suggests, we will be deep diving into the Equipment and Location features that are located within the Shockey Monkey Corporate Dashboard. Hopefully after reading this post, you will not only understand the importance of these two features, but also know how to add, modify, and remove both equipment and location entries. Let’s begin with the Equipment feature.

Adding Equipment

The Add Equipment link is very useful for those employees who are assigned corporate assets. Whether the employee is assigned a workstation, laptop, cell phone, etc., it can be entered in the New Equipment link. Entering corporate equipment into your Shockey Monkey portal not only allows you to keep track of it, but it lets you keep track of who currently possesses that piece of equipment.

From the Corporate Dashboard, click the Add Equipment link. As you can see below, the interface is relatively simple—yet very useful when entering in and associating assets with employees.

In the New Equipment window, select the employee from the drop-down menu who will be responsible for this particular piece of equipment. Below the drop-down menu, select whether or not this equipment is new or used, followed by:

  • Date issued
  • Date returned (if applicable)
  • Serial number
  • Title (name of choice for the equipment you are creating)
  • A description of the equipment

After all the information has been entered correctly, press Create. When you complete the new equipment creation, it links the newly created equipment to the user you choose during the new equipment creation process. To verify this, simply click on the Equipment tab located on the Corporate Dashboard.

Modifying Equipment

To modify an existing piece of equipment you have already entered, click on the Equipment tab located on the Corporate Dashboard. Find the piece of equipment in question and click on the title. Modify any fields that need to be changed and click the Update button with complete.

Deleting/Removing Equipment

If you have a piece of equipment that is no longer relevant or in use, you can remove it from your portal. To delete equipment, click on the Equipment tab located on the Corporate Dashboard. Find the piece of equipment you wish to delete and click on the red X next to that device.

Adding a Location

I particularly like the Add Location feature because not all employees work at “work”. Knowing that previous statement can be used as ammunition by upper management, allow me to explain. With new technology and almost instant access to anyone around the world, gone are the days where you physically need to walk into an office to perform your work duties. Today’s business offices span from actual branch locations to home offices to virtual anywhere that has free WIFI access or availability.

The majority of supervisors and managers now base your effectiveness on goals obtained and not the time that is worked. They simply do not care if you have completed the assigned work at a physical desk or at a local Starbucks table, as long as the assignment or project is completed correctly and on time. Recognizing that business works this way, we created the Add Location feature. Now you can add locations/branches for those employees who work from a home office or who are on the road but work out of a secondary location.

To add a new location, simply click on the Add Location link in the Corporate Dashboard. The link takes you to the now familiar simplistic view you previously experienced with the Add Employee and Add Equipment links. You simply enter the requested information into the fields and click Create.

After you added the new location, you can verify its existence by clicking on the Locations tab in the Corporate Dashboard. Doing so will show the locations you entered similar to what is shown below.

Modifying an Existing Location

If you made an error while entering a location, you can simply fix that mistake by clicking on the Locations tab on your Corporate Dashboard. From the Locations tab, click on the title of the location you wish to modify. Change any incorrect information and click on Update to save changes.

Deleting an Existing Location

If you had a remote office that is no longer being used, you can remove that location from your portal as well. Click on the Locations tab on your Corporate Dashboard. From the Locations tab, find the location you no longer need to have listed and click the red X next to it.