Summary / Purpose

This article explains how to submit a new IT support request using the PMC IT Help Portal at pmc.helpspot.com.

Pre-Requisites

• Internet access
• PMC email address

Instructions

Step 1: Access the Help Portal

1. Open a web browser and go to pmc.helpspot.com.
2. If prompted, sign in using your PMC email and password.

Step 2: Submit a New Request

1. Click on Submit a Request on the homepage.
2. Select the most relevant category from the dropdown list (e.g., Hardware, Software/Application, NetSuite, etc).
3. Fill in the following required fields:
   • Name and Email
   • Questions: Dedicated questions depending on the category selected
   • Details: Provide additional details above and beyond the pre-defined questions. 
   • Attachments: Upload screenshots, error messages or documents if helpful
4. Click Submit Request.

Step 3: Track Your Request

1. After submission, a confirmation page will display your request number and access key.
2. To check the status, view or provide updates, return to the homepage and click Check on a Request.
3. Use the Access Key to search for your ticket.

Expected Result

After completing these steps, you should receive a confirmation email. An IT team member will review your request and respond according to standard SLA timeframes.

Troubleshooting

• Issue: Submitted request is missing attachments
  Solution: Log in to HelpSpot, locate your request under "Check on a Request," and add attachments via the update form.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: IT Request, Help Portal, Support Tickets

Changelog

Summary / Purpose

This article explains the available categories within the IT Request Form located in our pmc.helpspot.com portal. Using the correct category helps route your request efficiently to the appropriate IT team and ensures it is addressed within the expected timeframe.

Pre-Requisites

• Access to the IT Request Form at pmc.helpspot.com
• Basic understanding of your issue or request type

Instructions

Review the table below to select the most appropriate category when submitting an IT request:

Expected Result

Your request will be properly categorized and routed to the appropriate IT support team for timely resolution based on the service level associated with your selected category.

Troubleshooting

• Issue: Not sure which category to use
  Solution: Select "Other" and describe your issue; IT will reassign if needed.
• Issue: No response after the SLA period
  Solution: Reply to the ticket thread or contact IT directly to escalate.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: IT Request, SLA, Categories

Changelog

Summary / Purpose

This article explains how to use the New Request Intake Form to submit a request for a new system solution, feature enhancement, integration, or change request. It also outlines what happens after submission, including prioritization and review by the Review Committee.

Pre-Requisites

• Access to the New Request Intake Form
• Clear understanding of the proposed change or enhancement
• Authorization from your department or business sponsor if required

Instructions

Step 1: Open the Request Form

1. Click the link to access the New Request Intake Form.
2. Log in using your company credentials if prompted.

Step 2: Complete Required Information

1. Select your Department.
2. Enter a short and clear Title for the request.
3. Choose the Type of Request (e.g., New Solution, Feature Enhancement, Integration, or Change Request).
4. Provide a Detailed Description of what is being requested and why.
5. List any Related Systems affected by this request.
6. Explain the Business Purpose and why this request is important.

Step 3: Describe Benefits and Urgency

1. Summarize the Expected Benefits and include a Description of Benefits.
2. Select the Urgency Level.
3. Estimate the Number of Users Impacted.
4. Provide a Requested Delivery Date if known.

Step 4: Final Information and Submission

1. Identify any Known Dependencies or Constraints.
2. Enter a rough Estimate of Potential Cost Savings / Revenue if available.
3. Explain the Risk if Not Implemented.
4. Indicate if a Workaround is Currently Available and describe it if yes.
5. Specify if Approval is Needed From someone else.
6. Click Submit to send the request to IT for review.

Expected Result

After submitting the form, you will receive a confirmation and your request will be reviewed by the IT team and then routed to the Review Committee for prioritization and approval.

Troubleshooting

• Issue: Form link is not accessible
  Solution: Confirm you're connected to the company network or VPN and contact IT support if the issue persists.
• Issue: Not sure how to answer a specific question
  Solution: Reach out to your department lead or the IT team for clarification.
• Issue: No response after submitting
  Solution: Follow up with the IT team to check the status of your request.

Related Articles

• None currently available

Reference Information

Applies to: All Employees submitting IT-related system requests

Tags: IT Requests, Change Management, Enhancements, Intake Form

Changelog

Summary / Purpose

This article explains how to resolve the “Courier out of memory” error encountered when printing to PDF using Adobe Acrobat Distiller.

Pre-Requisites

• Microsoft Excel installed
• Adobe Acrobat with Distiller configured
• Access to printer settings

Instructions

Step 1: Identify the Error

1. Attempt to print from Excel to Adobe PDF.
2. Observe if any of the following error messages appear:

   %%[ ProductName: Distiller ]%%
   Lora-Regular not found, using Courier.
   %%[ Warning: unable to embed font /Courier. Out of memory. ]%%
   %%[ Warning: Courier cannot be embedded because of font file error. ]%%
   %%[ Error: invalidfont; OffendingCommand: xshow ]%%
           

Step 2: Adjust PDF Printer Settings

1. Open the Devices and Printers panel on your Windows PC.
2. Right-click the Adobe PDF printer and select Printing Preferences.
3. Go to the Adobe PDF Settings tab.
4. Uncheck the box labeled Rely on system fonts only; do not use document fonts.
5. Click OK to save your changes.

Expected Result

You should now be able to print from Excel to Adobe PDF without encountering the "Courier out of memory" font embedding error.

Troubleshooting

• Issue: Error persists even after changing settings
  Solution: Restart your computer and confirm that the latest updates for Adobe Acrobat and your printer drivers are installed.

Related Articles

• None currently available

Reference Information

Applies to: All Employees / IT Support / Users printing Excel documents to PDF

Tags: Acrobat, PDF, Distiller, Printing

Changelog

Summary / Purpose

This article explains how to locate a document that appears to be missing after being uploaded to a Bluescape workspace.

Pre-Requisites

• Access to the relevant Bluescape workspace
• Active Bluescape user account
• Document must have been successfully uploaded

Instructions

Step 1: Adjust Your Zoom Level

1. Ensure the zoom level of your workspace is between 50% and 100% for optimal visibility.
2. If the zoom level is too low (e.g., less than 1%), uploaded documents may appear far off or not render clearly.
3. Gradually zoom in and scan the workspace to identify large or faint document outlines.

Step 2: Use the "Search Everything" Feature

1. Click the magnifying glass icon (Search Everything) located in the top navigation bar.
2. Enter the document’s name or a related keyword in the search field.
3. Review the list of results and click the correct item to jump directly to its location within the workspace.

Expected Result

After completing these steps, you should be able to locate the uploaded document within the Bluescape workspace, even if it was initially hidden due to zoom or layout context.

Troubleshooting

• Issue: Document still not visible after searching
  Solution: Confirm the file uploaded successfully. Try re-uploading the document and observe where it appears in the workspace.
• Issue: Document appears distorted or oversized
  Solution: Gradually zoom out or reset your zoom to approximately 75%. You can also reposition the document manually as needed.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: Bluescape, Uploads, Search

Changelog

Summary / Purpose

This article explains how to locate the autosave folder used by CET Designer to access backup files.

Pre-Requisites

• Access to a workstation with CET Designer installed
• Basic file navigation skills in Windows

Instructions

Step 1: Open the Autosave Folder

1. Press Windows + R on your keyboard to open the Run dialog box.
2. Type or paste the following path:
   %localappdata%\CET Data\64-bit\autosave
3. Click OK or press Enter.

Step 2: Review Autosave Files

1. Browse the folder to view available autosaved files.
2. Copy any needed files to another location before opening them in CET Designer to avoid overwriting.

Expected Result

After completing these steps, you should be able to access the CET autosave folder and recover recent versions of your work as needed.

Troubleshooting

• Issue: The path does not open or shows an error
  Solution: Verify that CET Designer is installed and you are using the correct bit version (e.g., 64-bit). For 32-bit versions, the folder path may differ.
• Issue: Files appear missing
  Solution: Open CET Designer and confirm that autosave is enabled in the settings. If autosave is disabled, files may not be generated.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using CET

Tags: CET, Autosave, File Recovery

Changelog

Summary / Purpose

This article explains how to access legacy CAD files stored in the PMC Box cloud storage repository.

Pre-Requisites

• PMC Box account access
• Box login credentials
• Internet connection

Instructions

Step 1: Access the Legacy CAD Files

1. Click the following link: PMC Legacy CAD Files.
2. Log in with your PMC Box credentials if prompted.
3. Browse the folder to locate the required CAD files.

Expected Result

After completing these steps, you should be able to view and download legacy CAD files from the Box folder.

Troubleshooting

• Issue: Access denied or folder not loading
  Solution: Confirm you are logged into Box with your PMC account. If the issue persists, contact IT support.
• Issue: File is missing or cannot be found
  Solution: Use the search bar within Box or reach out to the CAD file archive administrator for assistance.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: CAD, Box, File Access, Legacy

Changelog

Summary / Purpose

This article explains how to access and clean up your email archive using Outlook Webmail to free up storage space and maintain mailbox hygiene.

Pre-Requisites

• Access to Outlook Webmail: https://outlook.office.com
• Active Microsoft 365 email account

Instructions

Step 1: Open Outlook Webmail

1. Go to https://outlook.office.com.
2. Sign in using your Microsoft 365 credentials.

Step 2: Access Storage Settings

1. Click the gear icon (⚙️) in the top-right corner to open Settings.
2. Scroll to the bottom and click View all Outlook settings.
3. Navigate to General > Storage.

Step 3: Review and Clean Up In-Place Archive

1. Select the In-Place Archive tab to review archived content.
2. Look for emails older than two years and consider deleting or archiving them externally if not needed.
3. Empty the Deleted Items folder if it contains unnecessary emails.
4. Check other folders such as Sent Items or custom folders and clean them up as needed.

Expected Result

After completing these steps, older and unnecessary emails should be removed from your In-Place Archive, freeing up storage and improving mailbox performance.

Troubleshooting

• Issue: Cannot access Storage settings
  Solution: Try accessing Outlook Webmail from a different browser or clear your current browser’s cache and retry.
• Issue: Unable to delete archived items
  Solution: Verify that you have the correct permissions. If the problem continues, contact IT Support for assistance.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: Email, Archive, Outlook, Storage

Changelog

Summary / Purpose

This article explains how to configure Microsoft Outlook to open hyperlinks in your default web browser instead of Microsoft Edge.

Pre-Requisites

• Microsoft Outlook installed (desktop version)
• Access to modify Outlook Options
• Your preferred browser must be set as the system default

Instructions

Step 1: Change Link Handling Settings in Outlook

1. Open Microsoft Outlook.
2. Click File in the top-left corner.
3. Select Options from the left-hand menu.
4. In the Outlook Options window, click Advanced.
5. Scroll down to the Link handling section.
6. From the dropdown menu, select Default browser.
7. Click OK to apply the changes.

Step 2: Restart Outlook

1. Close Outlook completely.
2. Reopen Outlook and test by clicking a hyperlink in an email.

Expected Result

After completing these steps, Outlook will open hyperlinks using your system's default web browser instead of Microsoft Edge.

Troubleshooting

• Issue: Links still open in Microsoft Edge
  Solution: Verify that your preferred browser is set as the system default. Go to Settings > Apps > Default Apps and ensure your browser is selected for web links.
• Issue: Outlook is not saving the setting
  Solution: Make sure Outlook is closed completely after making the change. If the issue persists, try again with administrative privileges.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: Email, Outlook, Microsoft Edge, Default App

Changelog

Summary / Purpose

This article explains how to periodically clean up your Deleted Items folder in Outlook Webmail to manage storage space efficiently.

Pre-Requisites

• Access to your organization’s Outlook Webmail account
• Internet connection

Instructions

Step 1: Access Storage Settings

1. Go to https://outlook.office.com/mail/options/general/storage.
2. Sign in with your work email credentials if prompted.

Step 2: Trim Deleted Folder

1. In the Storage section, locate the Deleted Items folder.
2. Click the Empty icon next to the folder name.
3. Choose one of the available age filters (e.g., 3 months and older, 6 months and older, or 12 months and older).
4. Confirm the action to permanently delete those older messages.

Expected Result

Older messages in your Deleted Items folder will be permanently deleted, helping free up storage space in your mailbox.

Troubleshooting

• Issue: "Empty" button not responsive
  Solution: Refresh the page or try accessing the settings in a different browser such as Chrome or Edge.
• Issue: Messages are not being deleted
  Solution: Make sure a time range has been selected before confirming the deletion action.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: Email, Outlook, Storage, Deleted Items

Changelog

Summary / Purpose

This article explains how to configure automatic "Out of Office" replies in Microsoft Outlook for Windows, including both Classic and New Outlook versions.

Pre-Requisites

• Outlook installed on a Windows device
• Microsoft 365 or Exchange-based email account
• Active internet connection

Instructions

Step 1: Determine Your Outlook Version

1. Open Outlook.
2. Go to File > Office Account.
3. If you see a toggle for New Outlook, you can switch between versions. If not, you are using Classic Outlook.

Step 2: Set Up Auto-Reply

Classic Outlook for Windows:

1. Click File in the top-left corner.
2. Select Automatic Replies (Out of Office).
3. Check Send automatic replies.
4. (Optional) Set a Start time and End time.
5. Enter your auto-reply message in the Inside My Organization tab.
6. Repeat the message in the Outside My Organization tab if needed.
7. Click OK to save.

New Outlook for Windows:

1. Click the Settings (gear icon) in the top-right corner.
2. Select Mail > Automatic Replies.
3. Toggle Automatic replies on.
4. Set your start and end dates (optional).
5. Enter your auto-reply message.
6. Choose to send replies to people outside your organization if applicable.
7. Click Save.

Step 3: Use the Standard Auto-Reply Message

Use the following standard message and replace bracketed items with your information:

Hello,

Thank you for your message. I am currently out of the office with limited access to email and will return on [Insert Return Date].

During this time, if you need immediate assistance, please contact [Backup Contact Name] at [Backup Email].

For general inquiries, you can also reach our office at 888.859.0888.

I’ll respond to your message as soon as possible upon my return.

Thank you,
[Your Name]
[Insert Your Standard Email Signature]

Expected Result

Outlook will automatically send your out-of-office message to email senders during the time frame you specified or until manually turned off.

Troubleshooting

• Issue: The “Automatic Replies” option is grayed out
  Solution: This feature is only available for Microsoft 365 or Exchange accounts. Verify your account type in Outlook settings.
• Issue: External recipients aren't receiving replies
  Solution: Make sure the “Outside My Organization” reply setting is enabled and contains the proper message.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using Windows

Tags: Email, Outlook, Windows, Auto-reply

Changelog

Summary / Purpose

This article explains how to configure automatic "Out of Office" replies in Microsoft Outlook for Mac users, including steps for both Classic and New Outlook versions.

Pre-Requisites

• Outlook installed on Mac
• Microsoft 365 or Exchange-based email account
• Active internet connection

Instructions

Step 1: Determine Your Outlook Version

1. Open Outlook on your Mac.
2. Go to Outlook > About Outlook.
3. If there’s a toggle labeled New Outlook in the top right, you can switch between versions. If not, you're using Classic Outlook.

Step 2: Set Up Auto-Reply

Classic Outlook for Mac:

1. From the top menu bar, go to Tools > Out of Office.
2. Select Send automatic replies.
3. (Optional) Set a Start time and End time.
4. Enter your message in both the internal and external reply fields.
5. Click OK or Save to apply the settings.

New Outlook for Mac:

1. Click the Settings (gear icon) in the top-right corner.
2. Select Mail > Automatic Replies.
3. Enable the Automatic replies toggle.
4. (Optional) Set your Start date and End date.
5. Paste your auto-reply message into the text box.
6. Choose whether to send replies to people outside your organization.
7. Click Save to activate the auto-reply.

Step 3: Use the Standard Auto-Reply Message

Use the following message template. Replace placeholder text with your specific details and include your standard email signature:

Hello,

Thank you for your message. I am currently out of the office with limited access to email and will return on [Insert Return Date].

During this time, if you need immediate assistance, please contact [Backup Contact Name] at [Backup Email].

For general inquiries, you can also reach our office at 888.859.0888.

I’ll respond to your message as soon as possible upon my return.

Thank you,
[Your Name]
[Insert Your Standard Email Signature]

Expected Result

Outlook for Mac will automatically send your out-of-office message to senders based on the time frame and rules you configured.

Troubleshooting

• Issue: You don't see the "Out of Office" option under Tools
  Solution: Confirm you are using Classic Outlook. If not, switch versions using the toggle in the upper-right corner.
• Issue: External contacts are not getting replies
  Solution: Make sure you have enabled the option to send replies to people outside your organization.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using MacOS

Tags: Email, Outlook, Mac, Auto-reply

Changelog

Summary / Purpose

This article explains how to resolve the "Bin numbers not available" error encountered during item fulfillment in NetSuite, often triggered after a bin transfer or inventory adjustment.

Pre-Requisites

• Access to NetSuite with permission to edit Item Fulfillments
• Knowledge of the correct bin location where the product is currently stored

Instructions

Step 1: Identify the Error

1. While processing an item fulfillment, you may encounter an error similar to:
   

   "The following Bin numbers are not available: 
   [Item:KF1612-2WHE, Bin:*DIRECT-G, Quantity:1, On Hand:0, Committed:1]"
           

2. This occurs when the fulfillment was created before the item was moved to a new bin, making the original bin reference invalid.

Step 2: Update Inventory Detail

1. Open the affected Item Fulfillment record in Edit mode (e.g., IF57177).
2. Scroll to the line item showing the error (e.g., line #54).
3. Click the Inventory Detail icon next to the item line.
4. Change the bin location from *DIRECT-G to the correct bin (e.g., 55-1-10).
5. Click Save to close the Inventory Detail window.
6. Click Save again to update the Item Fulfillment record.
7. You should now be able to mark the fulfillment as Packed without error.

Expected Result

After correcting the bin location in the Inventory Detail, the fulfillment can be saved and marked as packed successfully, without triggering the bin number error.

Troubleshooting

• Issue: Error persists even after changing the bin
  Solution: Confirm that the selected bin contains sufficient on-hand quantity. If needed, verify the latest bin transfers or receiving records for accuracy.
• Issue: Cannot find the Inventory Detail icon
  Solution: Ensure the Item Fulfillment is in Edit mode. The Inventory Detail icon is only visible in Edit mode and for items that require inventory detail tracking.

Related Articles

• None currently available

Reference Information

Applies to: Warehouse Staff / NetSuite Users / Inventory Management Team

Tags: NetSuite, Warehouse, Fulfillment, Bin Location, Inventory

Changelog

Summary / Purpose

This article explains how to resolve the issue where sales orders that have been closed in Service Pro still appear in a "Pending Billing" status in NetSuite.

Pre-Requisites

• Access to both Service Pro (SPro) and NetSuite
• Permission to modify sales orders in NetSuite
• Familiarity with cost adjustment procedures and workflow

Instructions

Step 1: Identify Sales Orders Still in Pending Billing

1. Log in to NetSuite and run a search for sales orders with a status of Pending Billing.
2. Cross-check these sales orders in Service Pro to confirm the related projects or orders are marked as Closed.

Step 2: Add Cost Adjustment Line (If Needed)

1. Determine whether a Cost Adjustment (Cost Adj) line is necessary to complete the billing process.
2. Note: Only authorized personnel (e.g., Beth) are permitted to add this line. Staff such as Raven and Ibby do not have access to input actual costs.
3. If needed, manually add the Cost Adj line to the sales order with the appropriate cost values.

Step 3: Close the Cost Adjustment Line

1. Once the cost adjustment has been entered, close the Cost Adj line.
2. Verify that the sales order status updates to Billed.
3. Ensure the Cost Adj reflects actual incurred cost only—not operational budget or estimated amounts.

Expected Result

Once the necessary cost adjustments are made and closed, the sales order will update to a "Billed" status in NetSuite and will no longer appear as "Pending Billing."

Troubleshooting

• Issue: Sales order still shows "Pending Billing" even though it is closed in Service Pro 
  Solution: Confirm that a cost adjustment line is required and that it has been properly entered by an authorized user.
• Issue: GP or budget values appear incorrect
  Solution: Verify that only actual costs were entered in the Cost Adj line—do not use operational budget values.

Related Articles

• None currently available

Reference Information

Applies to: Finance Team / Project Managers / NetSuite Admins

Tags: NetSuite, Billing, Sales Orders, SPro, Finance

Changelog

Summary / Purpose

This article explains how to resolve warehouse (WH) alignment issues between purchase orders (POs) and sales orders (SOs) in NetSuite, particularly when fulfillment is blocked due to mismatched warehouse locations.

Pre-Requisites

• Access to NetSuite with permissions to view and edit Sales Orders, Purchase Orders, and Item Fulfillment records
• Familiarity with PMC’s SO and PO process within NetSuite

Instructions

Step 1: Identify Mismatched Warehouses

1. Open the Sales Order (SO) and the related Purchase Order (PO) in NetSuite.
2. Compare the Location field on the SO line item with that on the PO.
3. Example of mismatch: SO location = Greenville, PO location = Charleston.

Step 2: Update IF Record with Correct Warehouse

1. Locate and open the Item Fulfillment (IF) record linked to the SO.
2. On the line item(s), update the Location field to match the warehouse used in the PO (e.g., change from Greenville to Charleston).
3. This enables you to configure the inventory detail and proceed with fulfillment.

Step 3: Understand System Behavior

1. In cases of location mismatch, the item may appear as uncommitted in the SO even after fulfillment is completed.
2. This does not block the shipment or invoicing process.
3. No additional steps are needed to address the commitment display—this is a known behavior in NetSuite.

Expected Result

Once the IF line item location is updated to match the PO, you can configure inventory detail and complete fulfillment without issue. The item may still show as uncommitted in the SO, but fulfillment and invoicing will proceed normally.

Troubleshooting

• Issue: SO line shows as uncommitted after PO is received with a different warehouse
  Solution: Confirm that the IF line has the correct location. If it does, proceed with fulfillment; the uncommitted display is informational only.
• Issue: Line item shows as invoiced but not fulfilled
  Solution: Review the IF status. If the item was not fulfilled, do so manually. If already fulfilled, manually close the line to clear it from open reports.
• Issue: Line is stuck and won't fulfill
  Solution: Ensure that the inventory detail has been configured after updating the warehouse location on the IF record.

Related Articles

• None currently available

Reference Information

Applies to: Project Coordinators / Order Management / NetSuite Users

Tags: NetSuite, Warehouse, Fulfillment, Sales Order

Changelog

Summary / Purpose

This article explains the conditions required for the "Create Work Order" button to appear on a Sales Order in NetSuite, based on logic from the ESP UE Create Dependent SO Button script.

Pre-Requisites

• Access to the Sales Order record in NetSuite
• Administrator or assigned role permissions to view and edit custom fields
• Familiarity with Service Pro integration and related field logic in NetSuite

Instructions

Step 1: Check Field Conditions

1. Open the Sales Order (SO) record where the "Create Work Order" button is missing.
2. Ensure the following fields meet the expected conditions:
   • Primary/Work Order field is set to Primary
   • Send to Service Pro checkbox is unchecked
   • To Set Dependent SO Links checkbox is unchecked
3. If the “To Set Dependent SO Links” checkbox is disabled, proceed to Step 3.

Step 2: Validate Line Items

1. Scroll to the line items section of the Sales Order.
2. Verify that at least one line has the Create Work Order checkbox checked.

Step 3: Adjust Display Type (If Needed)

1. If the To Set Dependent SO Links field is disabled, go to Customize Form settings.
2. Change the field’s display type to Normal so it can be edited.
3. Return to the Sales Order, uncheck the box, and save the record.
4. After saving, verify whether the Create Work Order button is now visible.

Expected Result

Once the required fields are correctly configured and at least one line item is eligible, the "Create Work Order" button will appear on the Sales Order form.

Troubleshooting

• Issue: "To Set Dependent SO Links" is checked and cannot be edited
  Solution: Go to the form customization and change the field’s display type to "Normal" to allow editing.
• Issue: No line items have "Create Work Order" checked
  Solution: Edit at least one line item and check the "Create Work Order" box before saving.
• Issue: Button still missing after making changes
  Solution: Confirm that all conditions in Step 1 and Step 2 are met. Save and refresh the Sales Order.

Related Articles

• None currently available

Reference Information

Applies to: IT Admins / NetSuite Users / Operations Support

Tags: Service Pro, NetSuite, Work Order, Sales Order

Changelog

Summary / Purpose

This article explains why an EXT LABOR line may appear on an Item Fulfillment (IF) record without a linked Purchase Order (PO) number in NetSuite, and outlines steps to determine if the record should be corrected or deleted.

Pre-Requisites

• Access to NetSuite with permission to view Sales Orders and Item Fulfillments
• Knowledge of fulfillment and receiving processes
• Ability to review Inventory Detail and Serial/Lot Numbers

Instructions

Step 1: Identify the Issue

1. Open the affected Item Fulfillment record (e.g., IF57689).
2. Navigate to the linked Sales Order (e.g., SO44774).
3. Locate the EXT LABOR line on the IF and check if the Create PO field contains a PO number.

Step 2: Inspect Inventory Details

1. Click the Inventory Detail link for the EXT LABOR line.
2. Review the Serial/Lot # value (e.g., S027252-389).
3. Confirm the number matches the intended line in the Sales Order and is not misaligned.

Step 3: Determine If the IF Is Valid

1. If the Serial/Lot # does not align with any valid PO or Sales Order line, the fulfillment may have been created in error.
2. EXT LABOR and FREIGHT lines are commonly mishandled due to their unique configuration in NetSuite.

Step 4: Correct the Record

1. If confirmed to be incorrect, delete the Item Fulfillment record.
2. (Optional) Contact the record creator (e.g., Joanna) to confirm whether the IF was created intentionally or by mistake.

Expected Result

EXT LABOR lines should only appear on Item Fulfillments when properly linked to a PO. If no PO is associated, and the inventory detail does not match a valid line, the fulfillment should be removed.

Troubleshooting

• Issue: EXT LABOR line appears on IF without a PO
  Solution: Review the Inventory Detail and delete the IF if it was improperly created.
• Issue: Serial/Lot number mismatch
  Solution: Verify that the serial or lot number aligns with the intended Sales Order line. If incorrect, remove and recreate properly.

Related Articles

• None currently available

Reference Information

Applies to: IT Admins / NetSuite Admins / Operations Teams

Tags: NetSuite, EXT LABOR, Fulfillment, Purchase Order, Serial Number

Changelog

Summary / Purpose

This article explains how to set up a standardized email signature within your NetSuite preferences.

Pre-Requisites

• Access to NetSuite with login credentials
• Permission to modify user preferences

Instructions

Step 1: Open User Preferences

1. Log in to NetSuite.
2. Click the Home icon at the top right corner of the screen.
   
3. From the dropdown menu, click Set Preferences.
   

Step 2: Add Email Signature

1. Scroll down to the Signature section.
2. Paste the following HTML-formatted signature into the box:
   
   

   Note: This is a sample signature. Be sure to update the name, title, phone numbers, and email address to reflect your own contact details.

   <br />
   <span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><b>Name</b></span></span><br />
   <span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><span style="color:#a6a6a6">Project Coordinator</span></span></span><br />
   <span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><span style="color:#a6a6a6"> Desk 804-270-7400 ext 131| Mobile 804-833-5847</span></span></span><br />
   <span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><u><span style="color:#0563c1"><a href="mailto:dawn.moore@pmc.works" style="color:#0563c1; text-decoration:underline">dawn.moore@pmc.works</a></span></u></span></span><br />
   <span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><span style="color:#a6a6a6">7910 W Broad Street, Richmond, VA 23294</span></span></span>
     

3. Ensure the box for Add Signature to Messages is checked.

Step 3: Save Your Preferences

1. Scroll to the bottom and click the Save button.
   

Expected Result

After completing these steps, your email signature will automatically appear when sending messages through NetSuite.

Troubleshooting

• Issue: Signature does not appear in emails
  Solution: Make sure "Add Signature to Messages" is checked in your preferences.
• Issue: Formatting appears incorrect
  Solution: Ensure you are pasting the full HTML code and not editing it after pasting.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using NetSuite email messaging

Tags: NetSuite, Email Signature, Preferences, Setup

Changelog

Summary / Purpose

This article explains the correct process to print a Picking Ticket from an Item Fulfillment (IF) record associated with a Sales Order (SO). Printing from the IF ensures the ticket reflects the actual items and quantities being fulfilled, with the correct print form.

Pre-Requisites

• Access to NetSuite with a role that can view Sales Orders and Item Fulfillments.
• Permission to print/preview transaction forms (Picking Ticket).
• The Sales Order must have at least one associated Item Fulfillment record.

Instructions

Step 1: Locate the related Item Fulfillment

1. Open the Sales Order (SO) you need to pick.
2. Scroll to the bottom and select the Related Records tab.
3. Click the Related Records subtab (if not already selected).
4. In the list, find the Item Fulfillment linked to this SO and click its Date to open the IF record.
5. Tip: If multiple IFs exist, choose the one with the correct status/date for the current pick.

Step 2: Print the Picking Ticket from the IF

1. On the Item Fulfillment record, locate the Print Picking Ticket button at the top (header area).
2. Click Print Picking Ticket. NetSuite will generate a PDF of the picking ticket.
3. The generated PDF is automatically attached to the IF under Communication > Files at the bottom of the record.

Step 3: Download or share the PDF

1. On the IF record, go to Communication > Files.
2. Click the PDF file name to open it, then use your browser’s download or print options as needed.
3. Share the downloaded PDF with the warehouse or any recipient who needs the Picking Ticket.

Expected Result

After completing these steps, a Picking Ticket PDF is generated from the Item Fulfillment, attached to the IF record, and available to download/print or share. The ticket reflects the actual lines and quantities on the IF.

Troubleshooting

• Issue: The Print Picking Ticket button is missing on the IF.
  Solution: Ensure your role has permission to print transaction forms and that you are on the Item Fulfillment record (not the Sales Order). If still missing, contact a NetSuite Admin to confirm form permissions and Pick/Pack/Ship feature settings.
• Issue: No Item Fulfillment appears under Related Records on the SO.
  Solution: The order may not be fulfilled yet. Create or request creation of an Item Fulfillment for the SO before attempting to print the picking ticket.
• Issue: The PDF did not download or open.
  Solution: Check if your browser blocked pop-ups/downloads. Alternatively, retrieve the file from Communication > Files on the IF and download from there.
• Issue: The Picking Ticket contents look outdated or incorrect.
  Solution: Confirm you opened the correct IF (latest revision/status). If SO lines changed, ensure the IF reflects the intended quantities, then reprint from that IF.

Related Articles

• None currently available

Reference Information

Applies to: Warehouse Staff, Customer Service, Sales Ops, NetSuite Admins

Tags: NetSuite, Item Fulfillment, Picking Ticket, Warehouse, PDF

Changelog

Summary / Purpose

This article explains how to access the Microsoft Security Info portal to reset or reconfigure your Multi-Factor Authentication (MFA) settings for your Microsoft 365 account.

Pre-Requisites

• Access to your Microsoft 365 account
• Network or internet connection
• Ability to receive authentication codes (via email, phone, or authenticator app)

Instructions

Step 1: Open the Security Info Page

1. Navigate to My Sign-Ins | Security Info.
2. Sign in with your Microsoft 365 credentials when prompted.

Step 2: Reset MFA Settings

1. Once signed in, you will see your current list of authentication methods.
2. To remove a method, click Delete next to it.
3. To update a method, click Change and follow the prompts.
4. To add a new method, click + Add sign-in method and select your preferred option.

Expected Result

After completing these steps, your MFA settings for Microsoft 365 will be updated or reset, allowing you to authenticate using your preferred sign-in method.

Troubleshooting

• Issue: You don’t have access to any of your previous MFA methods
  Solution: Contact IT support to verify your identity and have your MFA reset manually.
• Issue: Page doesn’t load or shows an error
  Solution: Ensure you are connected to the internet and using a supported browser. Try clearing your cache or using incognito mode.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: Password, MFA, Microsoft

Changelog

Summary / Purpose

This article explains how to send a fax using your email account and the ctcloudfax service by formatting your message and attachments correctly.

Pre-Requisites

• Access to your work email account
• Scanned documents in PDF format
• Authorization to use the ctcloudfax service

Instructions

Step 1: Prepare Your Email

1. Open your work email account and create a new message.
2. Attach the scanned documents you want to fax. PDF format is preferred and most reliably supported.

Step 2: Address and Send

1. In the To field, enter the recipient’s fax number followed by @ctcloudfax.com (e.g., 1234567890@ctcloudfax.com).
2. Add a subject and email message body if needed. These will appear on the cover sheet of the fax.
3. Click Send to transmit the fax.

Expected Result

The recipient will receive the fax at their fax machine, and you should receive a confirmation email indicating whether the fax was successfully delivered or if it failed.

Troubleshooting

• Issue: No confirmation email received
  Solution: Check your Sent folder to ensure the email was sent. If you don't receive confirmation after 10 minutes, verify the fax number format and resend.
• Issue: Attachment format not supported
  Solution: Convert your documents to PDF before attaching. Other formats may not be compatible with ctcloudfax.

Related Articles

• None currently available

Reference Information

Applies to: All Employees

Tags: FAX, Email, ctcloudfax

Changelog

Summary / Purpose

This article explains how to resolve printing issues with the HP T630 plotter located at Porters View, specifically for long, continuous sheet printing using roll paper.

Pre-Requisites

• Access to the workstation connected to the HP T630 plotter
• Admin privileges to change printer settings and drivers
• Correct HP T630 driver installed on the workstation

Instructions

Step 1: Confirm Paper Source Setting

1. From the application you are printing from (e.g., AutoCAD, Adobe Acrobat), open the Print dialog.
2. Select Porter HP T630 as the printer.
3. Click Printer Preferences.
4. Under the Basic tab:
   • Set Paper Source to Roll.
   • Ensure Document Size matches your intended sheet length and format.

Step 2: Confirm the Correct Driver is Installed

1. Navigate to Settings > Bluetooth & devices > Printers & scanners.
2. Select Porter HP T630 from the printer list.
3. Click Printer Properties.
4. Go to the Advanced tab and check the driver name.
5. It should display: HP DesignJet T630 36-in V4.
6. If not, click New Driver and install the correct version from the HP website.

Expected Result

The HP T630 plotter should successfully print long, continuous sheets using the roll paper source, without page clipping or misalignment errors.

Troubleshooting

• Issue: Printer clips the edges or uses incorrect page size
  Solution: Check the Document Size and Paper Source in Printer Preferences.
• Issue: Printer does not respond or fails to spool
  Solution: Confirm that the correct HP T630 driver is installed and selected under Printer Properties.

Related Articles

• None currently available

Reference Information

Applies to: All Employees / Facilities Team / IT Admins

Tags: Plotter, Printing, Drivers

Changelog

Summary / Purpose

This article explains how to locate the autosave folder used by Project Matrix to store backup files for recovery purposes.

Pre-Requisites

• Access to the Windows file system
• Project Matrix must be installed on the device

Instructions

Step 1: Open File Explorer

1. Press Windows + E to open File Explorer.
2. Click in the address bar and type or paste the following path:
   %USERPROFILE%\AppData\Roaming\ProjectMatrix\ProjectSpec5\PMX
3. Press Enter to navigate to the autosave folder.

Step 2: Review Autosave Files

1. Look for files with recent timestamps — these represent autosaved backups.
2. If needed, copy or move files to another folder before opening or restoring them.

Expected Result

After completing these steps, you will be able to access autosaved backup files for Project Matrix and restore work if necessary.

Troubleshooting

• Issue: The folder path doesn't exist
  Solution: Ensure Project Matrix has been installed and launched at least once. The autosave folder is created upon first use.
• Issue: AppData folder is not visible
  Solution: In File Explorer, click the View tab and check the box labeled Hidden items to show hidden folders.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using Project Matrix

Tags: Project Matrix, Autosave, File Recovery

Changelog

Summary / Purpose

This article explains how to update the Project Matrix application to the latest version using the official installer provided by the vendor.

Pre-Requisites

• Windows-based workstation
• Administrator rights to install or update software
• Active internet connection to download the installer

Instructions

Step 1: Download the Installer

1. Click the following link to download the most recent installer:
   Download Project Matrix Installer
2. Save the installer file to your local drive (e.g., Desktop or Downloads folder).

Step 2: Run the Installer

1. Locate the downloaded file.
2. Double-click the file to launch the installer.
3. Follow the installation prompts. Accept the default settings unless directed otherwise.
4. On the data tab of the initial installer chose:  Install Recommended software and data on this computer. NOT Install software only.
5. Program will run 3 to 6 programs depending on your access. Take any defaults.  

Expected Result

After completing these steps, Project Matrix will be successfully updated to the latest available version and ready for use.

Troubleshooting

• Issue: Installer fails to launch
  Solution: Right-click the installer file and select Run as administrator.
• Issue: Installation does not proceed past a certain point
  Solution: Confirm that you have administrative rights and a stable internet connection. Try re-downloading the installer.
• Issue: Update does not apply successfully
  Solution: Contact IT support for manual update assistance or further diagnostics.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using Project Matrix

Tags: Project Matrix, Update, Installer

Changelog

Summary / Purpose

This article explains how to clear local data in the Service Pro mobile application to resolve sync issues and ensure the app reflects the most accurate data from the central database.

Pre-Requisites

• Access to the Service Pro mobile application
• All work must be completed and synced before deletion
• Internet connection on the mobile device

Instructions

Step 1: Prepare for Deletion

1. Ensure the technician has completed and synced all assigned work in Service Pro.
2. Be aware that clearing local data will permanently delete all unsynced records from the device.

Step 2: Access Local Data Management

1. Open the Service Pro app on the device.
2. If currently signed in, log out to return to the login screen.
3. On the login screen, tap the gear/starburst icon in the upper-right corner to access the settings menu.

Step 3: Delete Local Data

1. In the settings menu, tap on Manage Local Data.
2. Select Delete Local Data.
3. Confirm the action when prompted by tapping Yes.

Expected Result

After clearing local data, Service Pro will be reset and will reflect only the most recent synced data from the database after the next login and sync.

Troubleshooting

• Issue: Technician loses unsynced work
  Solution: Always verify that all data has been synced before performing a local data reset.
• Issue: App does not show updated data after deletion
  Solution: Restart the device and relaunch Service Pro to trigger a full re-sync.

Related Articles

• None currently available

Reference Information

Applies to: IT Admins / Field Technicians

Tags: Service Pro, Mobile App, Sync, Local Data

Changelog

Summary / Purpose

This article explains how to resolve the "No Associated Company found" error that may occur when attempting to log into the Service Pro mobile application.

Pre-Requisites

• iOS or Android device with the Service Pro 3 mobile app installed
• Valid login credentials for Service Pro
• Access to the App Store or Google Play Store

Instructions

Step 1: Clear App Data

1. Open the Service Pro 3 app on your device.
2. Tap the Gear (Settings) icon.
3. Scroll to the bottom of the settings menu and tap Clear Data.
4. Wait a few minutes for the process to complete. A confirmation message will appear when done.
5. Completely close the Service Pro app.

Step 2: Reinstall the App

1. Uninstall the Service Pro 3 app from your device.
2. Reinstall it from the App Store (iOS) or Google Play Store (Android).
3. Open the reinstalled app.
4. Log in using your valid Service Pro credentials.

Expected Result

After reinstalling and logging in, the "No Associated Company found" error should be resolved and the user should gain access to the Service Pro mobile app successfully.

Troubleshooting

• Issue: The error persists after reinstalling
  Solution: Confirm the user account is active and associated with a company in the Service Pro backend. Contact IT support for further assistance.
• Issue: App fails to download or install
  Solution: Ensure the device has enough storage and an internet connection. Retry from the App Store or Google Play Store.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using the Service Pro mobile application

Tags: Service Pro, Mobile App, Error

Changelog

Summary / Purpose

This article explains how to identify and resolve the sync error “One or more lines on this sales order cannot be committed due to the lack of item lot availability” in Service Pro, typically caused by a mismatch between Inventory Receipt (IR) and Item Fulfillment (IF) records.

Pre-Requisites

• Access to Service Pro
• Familiarity with Inventory Receipt (IR) and Item Fulfillment (IF) processes
• Ability to communicate with Warehouse (WH) and Project Management (PM) teams

Instructions

Step 1: Review the Sales Order Error

1. Locate the affected Sales Order in Service Pro.
2. Confirm the following error appears:
   “One or more lines on this sales order cannot be committed due to the lack of item lot availability.”
3. Note that the error typically shows on the Item Fulfillment (IF) record but not on the Inventory Receipt (IR).

Step 2: Check Inventory Receipt and Fulfillment Records

1. Open the related Purchase Order (PO).
2. Check if the PO item was properly received by reviewing the IR record.
3. If the item appears on the IF but was removed or never added to the IR, this can cause a sync failure.

Step 3: Coordinate for Resolution

1. Notify the Warehouse and Project Management teams about the inconsistency.
2. Verify whether the item was physically received in the warehouse.
3. If it was received, update the IR to include the item and lot detail.
4. If not received, remove or clear the line from the IF to resolve the sync block.

Expected Result

After resolving the mismatch between IR and IF records, the Sales Order will sync successfully, and the lot availability error will no longer appear in Service Pro.

Troubleshooting

• Issue: PO shows as open despite fulfillment being complete
  Solution: Verify whether the item was accidentally removed from the IR. Re-add it or adjust the IF accordingly.
• Issue: Sales Order sync fails inconsistently
  Solution: Confirm that the IR is completed before the IF is created. Sync issues often occur when entries are out of sequence.

Related Articles

• None currently available

Reference Information

Applies to: Warehouse Coordinators / Project Managers / IT Admins

Tags: Service Pro, Sync, Inventory, Sales Order, Fulfillment, IR, Lot Tracking

Changelog

Summary / Purpose

This article explains how to determine which user created or updated records in Service Pro by customizing grid views to include audit-related columns.

Pre-Requisites

• Access to Service Pro with permission to customize grid views
• Familiarity with Service Pro’s column management interface

Instructions

Step 1: Customize the Grid View

1. Open the relevant module in Service Pro (e.g., Work Orders, Activities).
2. Right-click any column header and select Customize Columns or access the settings menu to modify columns.
3. Add the following fields to your grid view:
   • Created User
   • Created Date/Time
   • Last Updated User
   • Last Updated Date/Time
4. Save and refresh your view to apply the changes.

Step 2: Interpret the Data

1. Check the Created User field to determine who initially created the record.
2. If the value is apiuser, the record was created via automated integration (e.g., API).
3. Review the Last Updated User to see who last modified the record and when.

Expected Result

After customizing your grid views, you will be able to see and track who created and last modified each record in Service Pro, enhancing traceability and audit readiness.

Troubleshooting

• Issue: Columns are not visible after adding
  Solution: Ensure your custom view is saved and the interface has refreshed. Also verify you have sufficient permissions to view these fields.
• Issue: All entries show as “apiuser”
  Solution: This indicates the entries were created by an integration. Refer to API logs or integration reports for source details.

Related Articles

• None currently available

Reference Information

Applies to: IT Admins / Service Coordinators / System Auditors

Tags: Service Pro, Audit, User Activity, API

Changelog

Summary / Purpose

This article explains how to install the WalkMe browser extension, which provides interactive guidance and automation within PMC Commercial Interiors’ supported web applications.

Pre-Requisites

• A supported web browser (Google Chrome or Microsoft Edge)
• PMC network access or VPN if working remotely
• Administrator rights may be required on managed devices

Instructions

Step 1: Access the WalkMe Extension Page

1. Open your preferred browser: Google Chrome or Microsoft Edge.
2. Go to the official WalkMe extension page:
   https://account.walkme.com/ExtensionDownload/downloadPage.html?guid=9ffdb74b50ce4242a7fe261e0dcb92d8&customer=PMC_CommercialInteriors&profile=default

Step 2: Install the Extension

1. Click the appropriate Download or Install button based on your browser.
2. Follow the browser’s instructions to complete the installation process.
3. After installation, verify that the WalkMe extension is enabled by checking your browser’s extensions or add-ons settings.

Expected Result

Once the extension is installed and active, the WalkMe widget will appear in supported web applications, providing in-app guidance and workflow support as designed by PMC Commercial Interiors.

Troubleshooting

• Issue: Extension fails to install due to permission restrictions
  Solution: Contact IT support to obtain administrator rights or request the extension be deployed to your device remotely.
• Issue: Extension installed but not functioning
  Solution: Ensure the extension is enabled in browser settings and refresh the affected web application page.

Related Articles

• None currently available

Reference Information

Applies to: All Employees using systems that leverage WalkMe for user guidance and workflows

Tags: WalkMe, Browser Extension, Chrome, Edge

Changelog