As of 2/27/2020, we have introduced a whole new set of improved and highly-updated online CyberOffice interfaces (graphic user interfaces, to be more exact, or GUIs). They are modern, and appropriately look the part. They also exhibit significantly improved behavior. When interacting via these interfaces, your customers will be much more pleased -- and impressed with your company.
Ta da!
It's wonderful.
However, if you're already setup with CyberOffice, you'll likely need to make a few small changes on your side, so as to take advantage of our improvements.
(Just to assure, when using the word "you" in this context, we don't necessarily mean you personally. Unless you're an atypical business owner, you're not going to understand some of the technical stuff here, and you'll instead hand off these instructions to your professional web developer.)
This is still your main reference for all matters related to SD-CyberOffice:
As of 3/10/20, we'll confess there are still elements in that handbook that need updating to be consistent with current state-of-the-art. However, much has been updated, and it remains the primary CyberOffice guide.
If you're already using SD-CyberOffice, you likely have links on your website that point to one or more CyberOffice interfaces, in particular initial booking, technician tracking and job-status checking. Until and unless changed, those URLs will continue to point to old CyberOffice interfaces. To give your customers the benefit of the new interfaces, you'll need to re-configure the URLs to point to new.
This should be easy.
Old CyberOffice interfaces are addressed via a URL that looks similar to this:
Or there may be variations with other elements following the above-described to denote a particular context that is being linked to
New CyberOffice interfaces must be addressed with a URL that looks more like this:
Happily, we've made it very easy for you to know exactly the new URL that's needed for each context. Just go into your my.rossware.com interface, navigate to SD-CyberOffice and Web Settings, and you'll see a page that (at least when setting the options to see "Direct URL") provides exactly what you need:
You can copy and paste the needed urls directly from there and into any needed places within your website's html code.
Piece of cake!
ServiceDesk Ver. 4.8.136 and forward (along with SD-MobileLink Ver. 2.0.114 and forward) are equipped to optionally provide your customers with links to the new interfaces instead of to old.
There is a reason why we are initially making this an option (at least for a time) rather than simply a hard change.
It is because, if you have previously had particular CyberOffice interfaces embedded within iFrames on your website, the existing/old embedments will not work if ServiceDesk and/or SD-MobileLink send invitations to your customers that point to the new interfaces. To work with the new, those embedments will need to be modified.
Thus it's important that, for a transitional period at least, we leave ServiceDesk and SD-MobileLink defaulting to old-interface/old-format urls, so that they don't suddenly start sending invitations that don't work because elements perhaps have not yet been transitioned on your side.
Given this, if you want your customers to enjoy the new and improved online interfaces, you must at this point manually turn on the option. To do so, please go into your ServiceDesk Settings form (Ctrl-F1), and there click on the “Appmnt-Remind/Rqst-Confrmtn Setup” button that is located down toward its bottom-right corner. That brings up this interface, where you’ll simply check the box as shown here:
You should by all means do this (and do it at once) if either you are not using iFrames on your website as containers for the interfaces involved, or if you have updated any such iFrames pursuant to simple instructions you may link to here:
How do you know if you’re using iFrames in this context?
It’s simple.
If either the invite-to-schedule-on-existing-dispatch interface or appointment-confirmation (in particular, those that are part of CyberOffice) appear directly inside your website, it follows you are using iFrames. If instead they appear within their own independent context (even though branded for your company), it follows you are not using iFrames, and should feel free to switch on the new option without further concern.
If indeed you are using iFrames for this context, simply make the needed changes (again, described in the document you may link to above), then go ahead and switch on the new option.
We plan to turn off the old CyberOffice interfaces on 7/31/20 (i.e., it will no longer be a option to use old), so please assure you've transitioned to new before then.
