OMS Customer Portal - Documentation
This is a Documentation and Education Page for the OMS Customer Portal. The purpose of this documentation is to serve as a guide when you are logging in and using the Portal , or assisting a customer who has questions or issues while using the portal.
Quick Links
Viewing & Opening a Work Order
Viewing & Opening a Counter Ticket
Payment and Approval Options on Customer Portal
Login & Signup
When you first enter the customer portal you will be directed to the login page. There you will have the option to enter your email and password, or, if it is your first time logging in, you can click the “Sign Up” option beside “Need an Account?”.
Note: If you attempt to log in without signing up first, you will get an error message saying “Invalid Username or Password”
When you click Sign Up, you will be directed to a screen to enter your email address. If anything was typed in the email field it will auto-populate. When you click “Check Email”, the portal will search the User Table for an existing account.
Note: If you enter an existing email address and click Check Email you will get an error message saying “Account With This Email Already Exists”
After the Check Email process completed, you will be directed to enter a password, and a First and Last Name. Once this is complete you will be directed to the Welcome Screen.
Welcome/Home Screen
The Welcome Screen currently has a “Who Can Copy My Keys” video. You can now navigate to the top right of the screen to see your menu options: Quotes, Work Orders, Counter Tickets, and OMS (Facility Portal). Clicking any of these options will open up the respective records attached to the email address entered at login.
You can also click the icon with the login user’s initials, which will give you 2 additional options: Dark/Light Mode toggle and Logout. If the login users email contains @locdoc.net, then a “Staff” option will appear which will allow you to access the Staff version of the Portal.
Note: To navigate directly to the Staff page in the future, simply type customer.locdoc.net/staff into the URL bar and you can login to that page. (This will not be live during the BETA testing phase, but you can still type “/staff” at the end of the url to access the Staff page directly) Can’t find a work order, quote or counter ticket you are looking for? Click here for troubleshooting.
Staff Page
The Staff Page contains the menu bar at top right, but displays 3 options to select (Quotes, Work Orders, Counter Tickets) with a search bar. Once you click any option it will display a list (up to 10) of the options you selected. Each option you select will open a new column, which means you can view all three at once if needed. To filter down the list, simply type in the search bar and click “Search”, and the lists you have open will repopulate with any items that match the search. You can search using any criteria that you would normally type to search in OMS. (e.g. customer name, work order number, or even contact email address.)
Viewing & Opening a Quote
Before Opening the Quote, you may notice a badge saying “New” or “Approved”. “New” means that the quote is marked as Unopened in the Portal. “Approved” means that the quote is marked as Approved in the Portal.
Note: The Portal tracks customer interactions and sends data back to Trackvia to update the badges. (e.g. Opening, Approving, Payments, Questions, etc.)
You can click the icon with the arrow to open the record. When the Quote is opened, you will see a page similar to the below screenshot.
Note: The Portal will roll up the installation costs by default and display the materials as individual line items. If they are linked to openings, they will be grouped by opening as well.
Quote Actions
Above the Quote Number at the top right there are several action items that can be clicked:
PDF: Generates and Downloads a PDF version of the quote.
Question: Sends a Question to the Sales team with Quote Reference
Share: Sends an email address to the Sales team to add to the quote
Finance ($): Opens a link for financing options
QR Code: Link to an Article on Opening Stickers
Viewing & Opening a Work Order
Before Opening the Work Order, you may notice a badge saying “Waiting” or “Completed”. This is a reflection of the status of the Work Order in Trackvia.
You can click the icon with the arrow to open the record. When the Work Order is opened, you will see a page similar to the below screenshot.
Note: The Portal will roll up the installation costs by default and display the materials as individual line items. If they are linked to openings, they will be grouped by opening as well.
Work Order Actions
Above the Quote Number at the top right there are several action items that can be clicked:
PDF: Generates and Downloads a PDF version of the work order.
Question: Sends a Question to the Service team with WO Reference
Share: Sends a direct work order link to the email address
Finance ($): Opens a link for financing options
QR Code: Link to an Article on Opening Stickers
Viewing & Opening a Counter Ticket
Before Opening the Counter Ticket, you may notice a badge saying “Waiting” or “Completed”. This is a reflection of the status of the Counter Ticket in Trackvia.
You can click the icon with the arrow to open the record. When the Counter Ticket is opened, you will see a page similar to the below screenshot.
Note: The Portal will roll up the installation costs by default and display the materials as individual line items. If they are linked to openings, they will be grouped by opening as well.
Counter Ticket Actions
Above the Quote Number at the top right there are several action items that can be clicked:
PDF: Generates and Downloads a PDF version of the counter ticket.
Question: Sends a Question to the Service team with CT Reference
Share: Sends a direct counter ticket link to the email address
Finance ($): Opens a link for financing options
QR Code: Link to an Article on Opening Stickers
Payment and Approval Options on Customer Portal
Quote:
When you click the Approve button the Customer will pay either the deposit or grand total with several options:
Credit Card
ACH (Electronic Check Option)
Check: Will open up a check stub to print and send with the check
Purchase Order (only available for some customers): Will allow a PO to be entered for approval
Note: Some of these options will not be available depending on the status of the Customer (COLLECT, BILLABLE, etc.) Also, the fields for entering CC and ACH information will not show up during the BETA testing phase, as these are securely pulled in from Stripe in the live environment)
Work Order:
When you click the Pay button the Customer will pay the remaining balance (grand total minus deposit) with several options:
Credit Card
ACH (Electronic Check Option)
Check: Will open up a check stub to print and send with the check
Purchase Order (only available for some customers): Will allow a PO to be entered for approval
Note: Some of these options will not be available depending on the status of the Customer (COLLECT, BILLABLE, etc.) Also, the fields for entering CC and ACH information will not show up during the BETA testing phase, as these are securely pulled in from Stripe in the live environment)
Counter Tickets:
When you click the Pay button the Customer will pay either the deposit or grand total with several options:
Credit Card
ACH (Electronic Check Option)
Note: The fields for entering CC and ACH information will not show up during the BETA testing phase, as these are securely pulled in from Stripe in the live environment)
Trouble Searching Records
If you(or a customer) are having trouble finding a record in the Portal, review the below criteria for these records to display in the Portal and ensure that the record you are searching for meets the proper criteria.
Quote:
Quotes will only display in the Portal if it fits the following criteria (OMS Field in Parenthesis):
Has been completed (sent) in the last 45 days (Date Quote Completed)
Has been marked completed (sent) in OMS (Status Tag: Completed)
Has not been converted to a Work Order (Date Quote Converted)
In OMS, all Quotes in “(Wix) Quotes Lite” will display in the Portal.
You can search that view to see if your Work Order is appearing there.
Work Order:
Work Orders will only display in the Portal if it fits the following criteria: (OMS Field in Parenthesis)
Has not been Canceled (Status Tag: Canceled)
Has a Grand Total higher than $0 (Grand Total)
Either the Work Order is completed in the last 90 days (Calc Job Finished) OR Customer Portal checkbox is checked
In OMS, all Work Orders in “(Wix) Site Visits Lite” will display in the Portal.
You can search that view to see if your Work Order is appearing there.
Counter Tickets:
Counter Tickets will only display in the Portal if it fits the following criteria: (OMS Field in Parenthesis)
Either the Counter Ticket is completed in the last 90 days (Calc Job Finished) OR Portal/Payment Link checkbox is checked
In OMS, all Counter Tickets in “(Wix) Counter Tickets Lite” will display in the Portal.
You can search that view to see if your Counter Ticket is appearing there.
OMS Facilities
OMS Facilities is a paid subscription that gives customers a portal view of their doors and key systems. If a customer is subscribed, they will see an “OMS” option in the top left of their screen (as seen in the Welcome Screen section)
Once clicked, they will see a Facilities page appear with a list of the facilities which they have elected to be added to their portal. (This is enabled in OMS, see the below section on “Facilities Access”)
Each facility will have 1 or 2 options, depending on the access they have been given to the facility.
Facility Details:
The Facility Details page will display the openings linked to the facility with three options to click:
Key Code - This button will open a display of the Key Cuts, Master Key and Control Key (this will not display if access is not granted, see below section on “Facilities Access”)
Order Keys - This button will open a Key Request which will ask for Number of Keys, Date Needed By, and Pick Up or Delivery. This will send the information to Customer Service to process the request.
Book Service - This button will open a Service Request which will ask for Request Details, Service Date, and Time Block. This will send the information to Customer Service to process the request.
Key System Info:
The Key System Info page will display the Key Codes under the Master Key System. When you click the Key you will see the Key Cut Info for that key. A badge will say “Assigned” if it is linked to an opening. (this will not display if access is not granted, see below section on “Facilities Access”)
Facilities Access:
If you are having difficulty accessing the keys or do not see information at all, please review the below section. This describes the information that OMS sends to the portal and the way that access is granted to logged in users.
OMS Information:
The information displayed in the Facilities Portal comes from three views: (Wix) Facilities, (Wix) Openings, and (Wix) Generated Systems. Some notes about the data being presented:
Facilities Checkbox - If the customer is subscribed to OMS Facilities, they should have the “OMS Facilities” box checked on the Location Record in OMS. If this is not checked, the facility will not show up on the Facilities page.
Generated Bitting Only - The Portal only displays Bitting in Generated Systems (also known as Generated Bitting), where we keep Master Key System information. If the Bitting is not in that table (for example, if it is in General Bitting instead, it will not appear)
Attached to Openings Only - The “Facilities Details” uses the Openings view, which means if the Bitting is not linked to an opening, the “Key Code” and “Key Request” option will not display in this page. All Key Codes can be searched in the “Key System Info” Page.
Bitting/Opening Access:
In addition to the “OMS Facilities” Checkbox, the logged in user must be granted access through the “Key Systems Administrator” table. This table is also used for granting access to Medeco Keys as well. This table is located on the Location/Facility form. See below:
Simply add the user record and select the checkboxes in order to grant access. “Opening” will ONLY grant access to the openings linked to the facility, while “Bitting” will also grant access to the Key Cuts on the Opening.