Dispatching and Updating Work Orders from Softbase

This article explains how to "dispatch" (send a work order from Softbase to Tinnacity). This explicitly written for those using version 2.X or 3.X of Softbase (does not include Softbase EVO).

Important: a common issue is that the technician does not receive a work order. This is most commonly occurred when the technician (mechanic in Softbase) has not been set up appropriately in both Softbase and Tinnacity. See this related article to properly set up your technician.

Two Methods for Sending & Updating Work Orders to Tinnacity

• Creation of Work Order/WO Header Update (~current method~)
• Softbase Dispatch Screen Control (using the Softbase dispatch screen) (~legacy~)

Method 1: WO Creation or Update

Here are the steps for dispatching/sending a work order to HQ:

Creation of Work Order

1. Simply, create the work order in Softbase. This will update the Softbase header's last modified date and Tinnacity agent will pick up the newly created work order.

Note: a technician is not required to be assigned.

Update of Work Order

Note: This method can also be used when resolving a dispatch error or synchronization.

1. Perform an action to update the last modified date. One can see this by seeing the "Save" option from the work order in Softbase.

2. Click "Save". This action will update the Softbase header's last modified date and Tinnacity agent will pick up the newly created or updated work order.

   1. Preferred Method: If your Softbase version allows, simply click the Ship To Refresh icon.

1. Alternative Method: Enter in a number into the Ship To field and then immediately remove it. This will trigger the “Save” button in the top left corner of the screen to become available.

Method 2: Softbase Dispatch Screen

Important: If the work order has NOT been dispatched to Tinnacity yet, then the work order must be un-dispatched and re-dispatched in Softbase.

Here are the steps for dispatching/sending a work order to HQ:

Creation of Work Order

1. Create the work order in Softbase prior to dispatching.
2. From the Softbase General menu, select Dispatch.
3. Navigate to the Not Dispatched tab and select the work order.
4. Select a technician from the Van/Mechanic dropdown list. Click Dispatch.
5. The work order will be dispatched/sent to Tinnacity on the next work order agent run (typically every 1 minute).

How do I know if the work order was sent to Tinnacity?

1. From the Softbase General menu, select Dispatch.
2. Navigate to the Dispatched tab, and select the work order
3. The Status column in the table will say TM-DELIVERED when the work order has been sent to Tinnacity.

Note: See below for additional statuses.

1. The technician should receive the work order. If they do not, they may need to get connected to the internet and refresh their work order list.

Why do I not see the Status column?

Recommendation: Adding the status column to the top of your view in Softbase. Move the column next to the work order number. This column will provide a quick view of the status of your work order in Tinnacity.

Here's how to set up the Status column:

1. From the Softbase General menu, select Dispatch.
2. Navigate to the Setup tab.
3. The columns list is on the left and the Status column will be near the bottom.
4. Drag and move the Status column to the top after the WO # column.
5. Navigate to the Dispatched tab and make sure the Status column is now next to the WO # column.

What are all of the other statuses?

Below are the statuses and what they mean:

Important Note: if you create your work order directly in HQ, this will NOT clear out any error status in Softbase. Softbase status is only set at sending work orders to Tinnacity or the synchronization of a Tinnacity "TM" work order with a Softbase work order.