Page Description

Client Services allows you to track inbound calls, collect data, monitor the quantity of supplies provided to clients, run reports, and schedule phlebotomy and courier routes. Using Copia’s robust data browsers, administrative staff can create report templates and run reports on client calls, supply orders, courier routes, and many other vital pieces of information regarding client services support.

The Client Services module helps you maintain regulatory compliance by managing client supply inventories in accordance to the Stark Law’s provisions against improper inducements. The system helps track supplies so that users only distribute the appropriate amount of supplies to your clients. The system also maintains thorough inventory and supply fulfillment records to comply with regulations. Copia’s Client Services Module allows users to add supplies into inventory when the laboratory receives a shipment by tracking the lot number and expiration date. Additionally, when a client calls to request supplies, users can create a shipment to a client and log that request in inventory control so that the laboratory’s available inventory reduces accordingly. 

Click on the tab that corresponds to the task you wish to perform. The Client Services page is part of the optional Client Services module, which you must purchase separately from Copia. Once you have purchased it, you must also have the necessary ACO and security settings in order to access and use the Client Services module.

IMPORTANT: Remember that several terms used in the Client Services Module, and throughout the program, are customizable, so the terms used in this help topic may differ from what you see on-screen.

• Clients Tab: Use the Clients tab to search for and process client information and requests. Clients are Copia locations listed with some additional information, including contacts, hours, and items. On this tab, you can edit the route hours for the client; edit the courier notes for the client; create, edit, and inactivate contacts; as well as view items for clients.
• Items Tab: Use the Items tab to filter, view, create, and edit items. Items are a record of a request call or of some work done by customer service users. Note that the term "Items" is configurable, so the tab on your system, and all references to items, may have a different name (see "Defining Module Settings" below).
• Routes Tab: Use the Routes tab to create ordered lists of clients (locations) for a specific period of time. This allows you to create lists of routes that your couriers will take to perform the selected services, such as pick up samples or drop off supplies for the clients.
• Supplies Tab: Use the Supplies tab to track and manage supplies that may be shipped to clients (not reagents or supplies used internally at your facility); create one or more warehouses, the locations used to send and receive these supplies; and define shipments, which are lists of supplies that need to be sent to a client. Shipments appear as route tasks on the Routes tab and may be placed on route groups.
• Setup Tab: Use the Setup tab to configure the properties that govern the Client Services module. These properties include status, priority, reason, contact type, department, default settings for each, and the display name to use for items. This tab is only available to users with the client services administration right. Note that changing the display name to use for "items" does not change the ID generation scheme for items and that users must change the ID generation scheme on the ID Generation page.
• System Defined Links: Use the Contact Us link in the System Defined Links section of Copia's navigation menu to request supplies, create items, or view past requests in the Client Services module. The System Defined Links custom navigation pane can only be accessed on the program navigation menu by users who are granted specific, but limited, rights for their system, and the Contact Us link is only visible when the end user is given those certain rights.

For more help, click one of the following links:

• Accessing this Page
• Accessing Client Services Tabs

Clients Tab:

• Reviewing and Filtering the Client List
• Adding or Editing Client Information
• Adding, Editing, or Removing Client Contacts
• Adding or Editing Items

Items Tab:

• Reviewing and Filtering the Items List
• Adding or Editing Items

Routes Tab:

• Viewing and Adding Tasks
• Viewing and Adding Route Groups

Supplies Tab:

• Viewing the Supply List
• Creating New Supplies
• Creating New Kits
• Receiving Supplies
• Moving Supplies
• Shipping Supplies

Setup Tab:

• Defining Configurable Items
• Defining Module Settings

System Defined Links:

• System Defined Links

Accessing this Page

Note: The Client Services page is part of the optional Client Services module, which you must purchase separately from Copia. Once you have purchased the module, you may access this page by following the steps below.

• Click the Administration menu button, click the Manage button, and then click the Client Services submenu link. You must have the necessary security permissions to access the Administration menu button, and to access the Client Services page.

When you click the Administration menu button, Copia opens the main Administration menu, which contains administrative menu buttons, including the Manage menu. To return to the main menu for Copia, click the Lab Tasks menu button.

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Accessing Client Services Tabs

1. Click the Clients tab to search for and process client information and requests.
2. Click the Items tab to filter, view, create, and edit items.
3. Click the Routes tab to create ordered lists of clients (locations) for a specific period of time for couriers to use on their routes.
4. Click the Supplies tab to track and manage supplies that may be shipped to clients (not reagents or supplies used internally at your facility), create one or more warehouses, and define shipments.
5. Click the Setup tab to configure the properties that govern the Client Services module.

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Sorting Data

1. Throughout the module, portions of the pages contain tables of data. If the column headers contain arrows, then you may sort the displayed data by those columns.
2. To perform a basic sort, click the column header. Copia updates the display to show the data sorted by that column, displaying either an up or down arrow to indicate the sort order.
• An up arrow indicates it is sorted with the smallest alphabetic, numeric, or alphanumeric value at the top (e.g., A to Z or 1 to 10).
• A down arrow indicates it is sorted with the largest alphabetic, numeric, or alphanumeric value at the top (e.g., Z to A or 10 to 1).
3. To perform an advanced sort, hold down the [Shift] key when you click column headers. Copia will sort by all of the columns you select, displaying a superscript number next to the column header to indicate the sort order.
4. To return to sorting by a single column, simply click a column header without holding the [Shift] key.

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Clients Tab: Reviewing and Filtering the Client List

1. The Clients tab displays the list of locations that are your clients. If you do not see the client you are looking for, create a new location on the Locations administration page. See the Admin: Locations topic.
2. To narrow the list of displayed clients, enter one or more characters into one or more of the following filter fields.
• With the text fields below, Copia updates the list of clients as you type to contain only those clients that match your filter entries.
  • Client ID
  • NPI
  • Client Name
  • City
  • State
  • ZIP
  • Contact Last Name
  • Contact First Name
• With the search fields below, Copia displays a list of the available options as you type or if you click the Search Icon next to the field. Use the controls to navigate through the list as needed, and then click the Name of the desired option to select it for the filter. At any time, you may click the X button next to these fields to clear the filter entry.
  • Practice
  • Sales Person
  • Region
3. Select the Show Active Only option to have Copia exclude the inactive clients from the displayed list.
4. If there are multiple pages of clients, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of clients to show per page.
5. Hover over or click the Information Icon to view which record set is displayed.
6. Click the Refresh button to update the list of clients based on your filter criteria.
7. Click the Clear Filter button to remove all of the information in the filter fields and return to the full list of clients.
8. Click a client's name on the Clients list to display the client information, contacts, and items for that client in the remaining sections of the Clients tab. See the "Adding or Editing Client Information" "Adding, Editing, or Removing Client Contacts," and "Adding or Editing Items" sections below.

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Clients Tab: Adding or Editing Client Information

1. After you select a client from the list, Copia displays the details for that client in the Client Information section of the Clients tab, including the Name, Practice, ID, Phone, Fax, and Address.
2. Review the client details to be sure you have selected the correct client. If any of this information is incorrect, you may correct the client's details in the Locations administration page. See the Admin: Locations topic.
3. Click the Printer Icon in the Client Information section header to select one or more documents to print to a local, direct, or RAPS printer. Once you select the document(s) and printer, click Print to print the selected documents. Click OK to return to the Client Services page.
4. The Route Hours are the times during which the client is expecting couriers to visit during their routes. Click the Clock Icon in the Client Information section header to open the Edit Route Hours dialog to add or modify the client's route hours. Click the Add or Edit buttons to establish the Days and Hours settings for the selected day's route as needed in the Edit Time Range dialog, and then click Save to return to the Edit Route Hours dialog. There, you can finish adding, editing, or deleting routes. When you are finished, click the Save or Cancel button to return to the Client Services page.
5. Click the Available profiles button in the Client Information section below the client's address to open the Available Profiles pop-up, where you may view the available profiles for the selected location based on the assigned practice. Enter one or more characters in the Name field to search by name of the profile. The Available Profiles pop-up will display a default of 10 entries in the Show __ entries field. Adjust the Show __ entries value to increase or decrease the number of profiles to show per page. Use the arrow buttons (forward, backward, beginning, end) to move between pages of profiles. Click the Close button to navigate back to the Client Services page when your search is complete.
6. The Courier Notes field contains any special instructions for the courier. Click the Note Icon in the Client Information section header to open the Edit Courier Notes dialog to add or modify notes. Click the ... button to enter one or more quick comments. Click the Insert Date/time button to add the current date and time at the spot of the cursor in the note field. When you are finished, click the Save or Cancel button to return to the Client Services page.
7. Click the Go button in the Client Information section header to open a pop-up list of actions. Select the page you wish to open for the selected client: Collection List, Create Manifest, Lab Orders, Location Inbox, Order Patient Samples, Pending Collection, Pending Orders, Setup Location, Setup Practice, or Setup Users.
   

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Clients Tab: Adding, Editing, or Removing Client Contacts

1. After you select a client from the list, Copia displays the contact person(s) for the client in the Contacts section of the Clients tab.
2. Select the Show Active Only checkbox to have Copia exclude the inactive contacts from the displayed list. You can make contacts inactive when you edit their information (see below).
3. If there are multiple pages of contacts, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of contacts to show per page.
4. Hover over or click the Information Icon to view which record set is displayed.
5. Click the Add button to add a new contact to the list using the Add Contact dialog, which displays the contact's name, phone, fax, contact type, and email. Enter or select text in the fields to establish the contact's information. Click the Fill With My Info button to have Copia fill as many fields as possible with the information from your account. When you are finished, click the Save or Cancel buttons to return to the Client Services page.
6. To edit a contact, click the name of a contact to view the contact's information in the Edit Contact dialog. Enter, modify, or select text in the fields to modify the contact's information. Click the Fill With My Info button to have Copia fill as many fields as possible with the information from your account. When you are finished, click the Save or Cancel buttons to return to the Client Services page.
7. To inactivate a contact, click the name of a contact, and then clear the Active checkbox in the Edit Contact dialog. When you are finished, click the Save or Cancel buttons to return to the Client Services page. After you inactivate a contact, Copia will remove it from the list when you have the Show Active Only checkbox selected (see above).
8. To remove a contact from the list, click the name of the contact, and then click the Delete button in the Edit Contact dialog. Copia will prompt you to confirm the deletion.

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Adding or Editing Items

1. After you select a client from the list, Copia displays the items the client has requested in the Items section of the Clients tab. If there are multiple pages of items, use the paging controls at the bottom of the section to navigate through the list, either by by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of items to show per page.
2. Click the column headers to sort the list of items by the selected column (see "Sorting Data").
3. Click the Add button to add a new item using the Edit Item pop-up. When you add an item, enter or review the information below. When your entries are complete, click the Save or Close buttons to return to the Client Services page.
• Item ID: This field is blank when you create a new item. Copia automatically assigns a number to the item when you click Save.
• Assignee: Enter one or more characters or click the Search Icon to select the name of the person assigning the requested item. You may create assignees by adding personnel to the Users administration page. Click the X button to clear this field.
• Status: Enter one or more characters or click the Search Icon to select the appropriate status from the drop-down list. You may create statuses and set the status selected by default on the Setup tab of the Client Services page (see below). Click the X button to clear this field.
• Department: Enter one or more characters or click the Search Icon to select the appropriate department from the drop-down list. You may create departments and set the department selected by default on the Setup tab of the Client Services page (see below). Click the X button to clear this field.
• Reason: Enter one or more characters or click the Search Icon to select the reason the client is requesting the item from the drop-down list. You may create reasons and set the reason selected by default on the Setup tab of the Client Services page (see below). Click the X button to clear this field.
• Priority: Enter one or more characters or click the Search Icon to select the appropriate priority from the drop-down list. You may create priorities and set the priority selected by default on the Setup tab of the Client Services page (see below). Click the X button to clear this field.
• Client: Copia automatically displays the client you had selected on the Client Services page. Enter one or more characters or click the Search Icon to select a different client from the drop-down list. Click the X button to clear this field.
• Summary: Enter a brief overview of the requested item. This field is required.
• Description: Enter a detailed description of the requested item. This text area has Text Shortcuts functionality. For more information on using Text Shortcuts, navigate to the Using Text Shortcuts topic.
• Resolution: Enter a resolution for the item. This field can be configured as a required field and can additionally be automatically added as an order-level comment to orders that are linked to the item.
  • Click the ... button to add a quick comment to the item via the Quick Comments pop-up. Click the checkbox next to the quick comment that you want to insert. Click the "Postpend" drop-down list to select either "Postpend," "Prepend," or "Replace." Click the Separate Comments with drop-down list to select either "Comma," "Semi-colon," "Colon," "Space," or "Vertical Bar" to separate the quick comments. Click the Save button to save the selected quick comments to the item. Click the Close Window button to close the pop-up without saving any changes.
  • This text area has Text Shortcuts functionality. For more information on using Text Shortcuts, navigate to the Using Text Shortcuts topic.
  • Select the Add resolution as order comment to linked orders checkbox to have Copia add the item's resolution as an order comment to linked orders on the item. To view the following settings, this checkbox must be selected.
    • Display on lab report: Select this setting to add the resolution on a lab report.
    • Display on requisition and manifest: Select this setting to add the resolution on a requisition and manifest.
    • Display on form letter: Select this setting to add the resolution on a form letter.
    • Send to host electronically: Select this setting to have the resolution sent to a host electronically.
    • Copy comment on next standing order creation: Select this setting to copy an added comment on the next standing order that is created.
• Open Date: Copia displays the date and time this item was opened. This is blank until after you first save the item.
• Modified Date: Copia displays the date and time this item was last saved. This is blank until after you first save the item.
• Contact: Enter one or more characters or click the Search Icon to select the appropriate contact from the drop-down list. Click the Add button to add a new client contact (see "Adding, Editing, or Removing Client Contacts" above).
• Create New: Click a button to create a new linked Item or to add linked tasks to this item, including adding a Pickup time, a STAT Pickup time, or a Supply Shipment. Note that you cannot perform any of these tasks until after you first save the item.
  • Item: Click this button to create a new item that will be linked to this one, using the same process as creating this item (see above).
  • Pickup: Click this button to define a pick up time related to the selected item using the Edit Pickup pop-up. Enter the desired date and time for the pick up in the Date fields, or click Now to insert the current date and time. Enter one or more characters in the Client field, or click the magnifying glass icon to select a client from the drop-down list. Click inside the Route field to allow the pickup to be assigned to a route if an active route exists and has a route stop for the pickup's currently-selected client. For pickups and STAT pickups that are already associated with a route, the field will automatically be filled in with the route's name. Select the STAT option to have Copia handle the pick up as a STAT pickup (see below), or click the Complete option to mark the route as complete. Enter any information about the pick up in the Notes field. Use the ... button to enter one or more quick comments. Copia displays all of the linked items/events in the Links table. Click the Edit button next to an item to modify its settings. When your changes are complete, click the Save or Close buttons to return to the Edit Item page. To remove a pick up event from the list, click the name of the pick up, and then click the Delete button in the Edit Pickup pop-up. Copia will prompt you to confirm the deletion.
  • STAT Pickup: Click this button to define a STAT pickup time related to the selected item, using the same process as creating a Pickup item (see above). Note that if you clear the STAT option, Copia will treat the pickup as a standard Pickup item.
  • Supply Shipment: Click this button to set up a shipment of supplies related to the selected item using the Ship Supplies dialog. Enter the desired date and time for the shipment, or click Now to insert the current date and time. Enter one or more characters or click the Search Icon to select a client from the To Client drop-down list. This is the location that will receive the shipment. Enter one or more characters or click the Search Icon to select a warehouse from the From Warehouse drop-down list. This is the warehouse that will be shipping the supplies. In the Supplies section, enter one or more characters or click the Search Icon to select the Supplies to ship. Copia immediately prompts you to designate the lot in the Select Lot dialog. Enter one or more characters or click the Search Icon to select the Lot ID from the drop-down list. If you cannot find the desired lot, click the Add New Lot button to set up a new lot for the shipment in the Edit Lot dialog. When defining a new lot, enter the Lot #, any appropriate Notes, and enable the Expiration Date by entering the date and time the lot will expire, or click Now to insert the current date and time. Click Save To return to the Ship Supplies page. Copia lists each Supply with the number Used, the amount Sent, the Lot information, and the Count of the number to send. Hover over or click the Information Icon in the Count column to view how many supplies are available within the selected lot. Click the + button in the Add column to add an additional lot to the list from which you will fulfill the supply order using the Select Lot dialog (see above). Click the - button in the Delete column to remove the supply from the list. Once you have entered all of the supplies you wish to ship, click the Save button to save the shipment details. Once you have saved a shipment, it appears in the "Unassigned Tasks" table on the Routes tab (see below).
  • Link: Click this button to link this item to a Location, Order, Patient, or Provider. For each, select what you want to link, and then enter one or more characters or click the Search Icon to select the location, order, patient, or provider from the drop-down list in the Add Link dialog. Enter any appropriate Notes, and then click Save to link your selection with the item you are editing. Copia adds the entry to the Links tab (see below) as "Manually Linked."
• Notes: Click the Notes tab to view a list of notes about the selected item. Click the Add button to create a note about the requested item using the Add Note dialog. Use the ... button to enter one or more quick comments. Click the Save or Cancel buttons to return to the Edit Item dialog. To delete a note, click the Edit button for the note, and then click the Delete button in the Edit Note dialog. Copia will prompt you to confirm the deletion.
• Links: Click the Links tab to view a list of related items and actions. When you use any of the Create New buttons (Item, Pickup, STAT Pickup, Supply Shipment, Link), Copia automatically adds a "Created" link entry in the Links tab. For locations, orders, patients, or providers, you manually link to the item, Copia displays the name as a hyperlink. Click the link to view the record for the location, order, patient, or provider in the corresponding administration page, where you can make any necessary modifications, if you have the necessary security settings. Click Save, Cancel, or Back to Client Services to return to the Edit Item page. Click the Edit button for an entry in the table to edit the selected linked item or action in the appropriate dialog. When viewing a newly added supply request, click the Edit button to view the Request Supplies dialog where you will have the option to click the Fulfill Request button to create a supply shipment task in the Ship Supplies dialog. When visiting a previously shipped supply request, you will not be able to edit the supply request and a View Shipment button will now appears. When viewing the item/action details, click the Delete button to remove it from the list on the Links tab. Use the "Add Comments" column to add comments to the linked document. Click the "Add Comments" button in the new column to add a comment. This button is controlled by a new location-level right "View released results for linked orders in Client Services." If a user does not have the right, clicking the button will display an alert that the user lacks the required right. If a user does have the right, clicking the button will open the Add Comments pop-up.
  • Use the View Results pop-up accessed via the Release Results button in the Release Held Results column on the Edit Item pop-up on the Links tab. The user must have the right "View/Edit Release Results" to view this feature. This pop-up displays the held results in a result report PDF, as well as buttons to add comments to the order, order choices, and results. Click the Release Selected button to display the Release Results pop-up to access specific results. The pop-up has inputs dealing with the item's status and resolution. Regardless of the source page, a table of "Result Delivery Fax Overrides" is included, listing the non-host recipients for the order (similar to the Result Recipients pop-up on the Order Patient Samples page). The table has an input for overriding the fax number and a list of the available fax numbers for the recipient.
  • Use the Add Comments pop-up to release results from Client Services. The order choices and tests on the order are listed on the left side of the pop-up. A result report PDF displaying the released results appears to the right side of the pop-up. There are buttons to add comments to the order, order choices, and results. The Order Choice and Result comment buttons are adjacent to the order choice and test names, respectively. After adding a comment using any of the comment buttons, the PDF will refresh to include the newly added comments. The bottom banner of the pop-up has Deliver and Cancel buttons. Click the Cancel button to close the pop-up. Click the Deliver button to open the Deliver Results pop-up if a comment has been added or an error prompt if no comments have been added.
  • Use the Deliver Results pop-up to deliver results from Client Services. The Client Services inputs has a drop-down of options for updating the linked item's status, a text area for setting the linked item's resolution, and checkboxes allowing for the creation of an order comment using the linked item's resolution. Select either "Do not change the status of this item" or "Close this item" from the drop-down list. The Result Delivery Fax Overrides table lists non-host recipients setup for the order. Each row of the table lists the recipient's name, type, fax number, alternate fax numbers. The displayed fax number can be changed; doing this will only update the number used upon release the samples using the pop-up without changing the recipient's saved number. The alternate fax numbers are listed in the drop-down. The number listed in the fax number column will be selected by default. Selecting a different number will load that number in the fax number field. The bottom banner of the pop-up has the Deliver and Cancel buttons. Click the Cancel button to close the Deliver Results pop-up. Click the Deliver button to deliver the released results for the order choices on the Add Comments pop-up, refresh the Edit Item pop-up, so that its Links table will update. If any result comments were added, this delivery event will create a copy of each result with new comments, such that the previous result remains unchanged and appears properly in any existing reports. If new results are posted to the order while viewing the report, delivery will fail to prevent accidental delivery of the new results. This check is performed when clicking the Deliver button on the Deliver Results pop-up. If new results have posted to the order since the Add Comments pop-up was opened, both the Deliver Results and Add Comments pop-ups will close, the Edit Item pop-up will refresh, and an alert will display with the message "Could not perform the requested action because results posted to this order as your changes were made."
4. Click the Edit button to edit information for the selected item. Make any necessary changes as though you are creating a new item (see above). When your entries are complete, click the Save or Cancel buttons to return to the Client Services page. If you are granted a certain right, you will have the option to delete an item when clicking the Edit button. To delete an item, click the Delete button located between the Save and Cancel buttons. This will remove the item from the Client Services page.
5. Users with limited rights (or who are outside the system) may also create items using the Contact Us link in the System Defined Links section of Copia's main navigation pane (see "System Defined Links" below).

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Items Tab: Reviewing and Filtering the Items Tab

Note that the term "Items" is configurable, so the tab on your system, and all references to items, may have a different name (see "Defining Module Settings" below).

1. The Items tab displays all of the requested items in the system. If there are multiple pages of items, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of items to show per page.
2. Each item is listed with the following information:
• Item ID: The ID number assigned to the item.
• Client: The location requesting the item.
• Client Tier: The tier that the client is in.
• Assigned To: The person the item is assigned to.
• Region: The region that the item is located in.
• Department: The department where the item is located.
• Summary: A brief description of the item.
• Status: The open/closed status of the item. For the Status search field, multiple statuses may be selected when filtering results for the Client Services Items tab.
• Reason: Why the client requested the item.
• Priority: The high/low priority of the item.
• Open Date (EST): The date and time (in Eastern Standard Time) when the item was requested.
• Assignee: The person responsible for the item.
• Contact: The person who should be contacted when the item is delivered.
3. The Client Tier, Department, Priority, Reason, Region, and Status fields can have default values configured for them. If a value is selected in these fields on the Custom Filters administration page, the selected value will be populated by default on the Items tab filter in Client Services. See the Admin: Custom Filters topic.
4. Click the column headers to sort the list of items by the selected column (see "Sorting Data").
5. To narrow the list of displayed clients, enter one or more characters into one or more of the following filter fields at the top of the tab.
• With the text fields below, Copia updates the list of clients as you type to contain only those clients that match your filter entries.
  • Item ID
• For each search field below, enter one or more characters or click the Search Icon to select the appropriate option from the drop-down list. Use the controls to navigate through the list as needed, and then click the Name of the desired option to select it for the filter. At any time, you may click the X button next to these fields to clear the filter entry.
  • Department
  • Client
  • Client Tier
  • Status
  • Assigned To
  • Reason
  • Region
  • Priority
6. Click the Refresh button to update the displayed items based on your filter and paging settings.
7. Click the Clear Filter button to remove all of the information in the filter fields and return to the full list of items.
8. If you do not see the desired item, click the Add button to add a new item using the New Item dialog. The steps are the same as though you are creating a new item from the Clients tab (see "Adding or Editing Items" above).
9. Click the Edit button to view the item's information in the Editing Item dialog. Make any necessary changes as though you are creating a new item from the Clients tab (see "Adding or Editing Items" above). Click the Save or Cancel buttons to return to the Client Services page. If you are granted a certain right, you will have the option to delete an item when clicking the Edit button. To delete an item, click the Delete button located between the Save and Cancel buttons. This will remove the item from the Client Services page.

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Routes Tab: Viewing and Adding Tasks

The Routes tab allows you to create or view unassigned tasks, as well as create and organize route groups for a specific period of time, to maximize the effectiveness of your couriers.

1. The left side of the Routes tab displays Unassigned Tasks. These are tasks that have been created, but not yet assigned to a courier's route group.
2. Each unassigned task is listed with the Type of task, the Client requesting the task, and the Date the task was requested.
3. Click the column headers to sort the list of items by the selected column (see "Sorting Data").
4. If there are multiple pages of tasks, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of tasks to show per page.
5. Hover over or click the Information Icon to view which record set is displayed.
6. If you do not see the desired task, click the Add New Task button, and then select Pickup, STAT Pickup, or Shipment to create the task using the Edit Pickup or Ship Supplies dialogs, as you would on the Clients, Items, or Supplies tab (see "Adding or Editing Items" above).
7. To remove tasks from this list, simply add them to a route group. See "Viewing and Adding Route Groups" below.

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Routes Tab: Viewing and Adding Route Groups

1. The right side of the Routes tab displays route groups, which are collections of one or more routes, combined to a single list for completion by a courier.
2. Each route group is listed with the Name of the route group, the Start Date and End Date of the route, and the Route Count (the number of routes assigned to the route group).
3. Click the column headers to sort the list of items by the selected column (see "Sorting Data").
4. If there are multiple pages of route groups, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of route groups to show per page.
5. Hover over or click the Information Icon to view which record set is displayed.
6. If you do not see the desired route group, click the Add New Route Group button to create a group from scratch, or click the Copy Icon to create a route group based on an existing group. Whichever method you choose, the Edit Route Group dialog appears, allowing you to create or edit the route group.
• Any existing routes are listed in the Route list with the Name of the route, the Number of Stops on the route, and the Number of Tasks total across all of the stops.
• Click the column headers to sort the list of items by the selected column (see "Sorting Data").
• Enter or edit the Name of the route group. This field is required.
• Enter or edit the Start and End dates and times. These fields are required. Click the Now button to update the fields with the current dates and times.
• Enter one or more characters or click the Search Icon to select a region from the Region drop-down list. Regions are geographical areas that you define (see below) and then assign to route groups here, so that you can group courier routes to make them as efficient as possible.
• Click the Add Route button or click a route Name to create or edit the route information in the Edit Route dialog.
  • Any existing route stops are listed in the Route Stops list with the Client and Route Tasks.
  • Enter or edit the Name of the route. This field is required.
  • Click the Complete button to mark all tasks contained within as complete. Note that this will save the change to the database immediately. The button will appear green and italicized if the Route or Route Group is already considered complete.
  • Copia displays the Route Group Time range beneath the name. This is based on the Start and End dates and times you set in the Edit Route Group pop-up (see above).
  • Click the Add Clients button to select one or more clients for the route from the Add Route Clients dialog.
    • The clients are listed with their Name and ID.
    • Click the column headers to sort the list of items by the selected column (see "Sorting Data").
    • If there are multiple pages of clients, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of clients to show per page.
    • Click the Show available Clients only option to display only those clients with pending tasks.
    • To narrow the list, enter one or more characters in the Client Name field. Copia automatically updates the list to display only those that match your entry.
    • Click the Route Hours Icon to view the dates and times the clients have established routes.
    • Click the Select checkbox(es) next to all of the clients you would like to include in the current route. You may also click the Client names to select them. As you select clients, Copia adds them to the Selected Items list at the bottom of the dialog.
    • To remove clients from the list, clear the Select checkbox(es).
    • Click the Add Selected Items button to add the selected clients to the Route Stops list for the route you are modifying.
  • Click the Add Route Tasks button to select one or more tasks for the route from the Add Route Tasks dialog.
    • The tasks are listed with their Type, associated Client, and Date.
    • Click the column headers to sort the list of items by the selected column (see "Sorting Data").
    • If there are multiple pages of tasks, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of tasks to show per page.
    • Use the filter options at the top of the dialog to modify the list:
      • Select the Include incomplete tasks on other Route Groups option to make tasks that have not yet been completed on other route groups, so that you may add those tasks to this route.
      • Select the Limit tasks to the current Route Group's time frame option to only display tasks with times that fall within the time range of the current route group.
      • Click the Show available Clients only option to display only those clients with pending tasks.
      • Enter one or more characters or click the Search Icon to select the appropriate option from the Limit to Client drop-down list to narrow the list to tasks assigned to certain clients. Use the controls to navigate through the list as needed. Note that you may click the Route Hours Icon to view the dates and times the clients have established routes. Click the Name of the desired client to select it for the filter. At any time, you may click the X button next to the Limit to Client field to reset the filter to use the "All" value.
      • Click the Select checkbox(es) next to all of the tasks you would like to include in the current route. You may also click the Type value to select them. As you select tasks, Copia adds them to the Selected Items list at the bottom of the dialog.
      • To remove tasks from the list, clear the Select checkbox(es).
      • Click the Add Selected Items button to add the selected tasks to the Route Stops list for the route you are modifying.
  • To view additional details for a route stop, click the Details Icon next to the client name. This expands the display to show you all of the tasks associated with the client. Click the icon again to hide this information. When in expanded view, you may do the following:
    • Click the Pickup, STAT Pickup, or Shipment links (based on the type of task it is) to view or modify the task using the Edit Pickup or Ship Supplies dialogs, as you would on the Clients, Items, or Supplies tab (see "Adding or Editing Items" above).
    • Click the Remove Icon next to the task type to remove the task from the list.
  • Click the Remove Icon next to the task information to remove the stop from the list.
  • If you are editing an existing route, you may click the Delete button to remove the route from the selected route group.
  • Once your settings are complete, click the OK button to return to the Edit Route Group dialog, where you may save your changes.
• Click the Print Report button to print a copy of all of the routes assigned to the route group. A pop-up will ask if you want to include unacknowledged result reports for each stop, which will mark all included reports as acknowledged. Click the Yes button if you wish to proceed with the print job.
• If you are editing an existing route group, you may click the Delete button to remove the selected route group from the Routes tab.
• Once your settings are complete, click the Save button to save your changes.
• Click the Cancel or X buttons to close the dialog.

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Supplies Tab: Viewing the Supply List

The Supplies tab allows you to track and manage supplies that may be shipped to clients (not reagents or supplies used internally at your facility); create one or more warehouses, the locations used to send and receive these supplies; and define shipments, which are lists of supplies that need to be sent to a client.

1. By default, the Supplies tab displays all of the supplies associated all of the warehouses in the system.
2. The supplies are listed with their Name, Active status, Client Services Only value, Count, and if there is a Kit.
3. Click the column headers to sort the list of items by the selected column (see "Sorting Data").
4. If there are multiple pages of supplies, use the paging controls at the bottom of the section to navigate through the list, either by clicking the arrow buttons (forward, backward, beginning, end) or by entering a specific page number. Adjust the Show __ entries value to increase or decrease the number of supplies to show per page.
5. Use the filter options at the top of the tab to modify the list:
• Enter one or more characters or click the Search Icon to select the appropriate warehouse from the Inventory For drop-down list. This limits the displayed supplies to those that have been shipped to or shipped from the selected warehouse. You may create warehouses and set the warehouse selected by default on the Setup tab of the Client Services page (see below). Click the X button to clear this field.
• If you select a specific warehouse, you may click the Only show Supplies present in the selected Warehouse option to narrow the list of supplies to those currently available to ship.
• To narrow the list by name, enter one or more characters in the Supply Name field. Copia automatically updates the list to display only those that match your entry.
• Select the Active only option to show only active supplies in the list.
• Select the Limit to Client Services Supplies option to only show supplies in the list if they are marked for as "Client Services Only" on the Tube/Container Types administration page.
• Select the drop-down list underneath the Limit to Client Services Supplies option to select "Show all Supply types," "Show Kits only," or "Do not show Kits," depending on your preference.
• Click the Show Expiring Supplies button to open the Expiring Supplies Report to view supplies that are going to expire. The table displays the supply, lot, clients that have received lot, and the expiration date/time. Enter a value in the Only show supplies that will be expired in ___ days field to limit the range of expiring supplies. The default value is 3 days. Click the OK button to close the pop-up and return to the Supplies tab.
6. Click the Clear Filter button to return to the full list of supplies for all warehouses.
7. Click the Name of a supply to modify the supply's settings in the Edit Supply dialog.
• Edit the Name of the supply.
• In the Count Type field, enter the name that represents what a single instance of this supply would be called (e.g., slide, cup, tube, etc.). This field can also be configured on the Tube/Container Types administration page (see Admin: Tube/Container Types). The Count Type field represents the smallest unit for the supply. The text entered should represent what a single instance of the supply would be called. For example, slides.
• Select Active to indicate the supply is active in the system.
• Select Client Services Only checkbox to limit the usage of the selected tube/container type to the Client Services module. When selected, this supply type will not appear anywhere in Copia except the Client Services module.
• The Lots list displays all of the lots that contain the selected supply, listed per warehouse.
  • Each lot is listed with its ID, Expiration Date, and Count.
  • Click the column headers to sort the list of lots by the selected column (see "Sorting Data").
  • Enter one or more characters or click the Search Icon to select the appropriate warehouse from the Display count for drop-down list. Copia narrows the displayed list to the lots stored at the selected warehouse. Click the X button to view the count for "All Warehouses."
  • Click the Add Lot button, or click a lot ID, to add or edit a lot record using the Edit Lot dialog. When modifying a lot, enter or review the information below.
    • Enter or modify the Lot # to identify the lot that contains the supply. This field is required.
    • Enter descriptive information in the Notes field, if desired.
    • If the lot will expire, click the Expiration Date option and enter the date and time of the expiration. Click the Now button to enter the current date and time.
    • Click the Do not include this Lot on Expired Supply reports and alerts checkbox to have the pop-up and any configured event alerts to not include the specified supply.
    • When your entries are complete, click the Save or Cancel buttons to return to the Edit Supply dialog.
• Click the Restricted to Clients button to open the Restricted to Clients pop-up to allow a supply to be restricted for use by selected clients only. The pop-up displays a multi-select search-as-you-type field to search for specific clients in the system. Clients that are selected on this pop-up will be the only clients able to be shipped that supply from the Ship Supplies pop-up, which is accessible from the Edit Item pop-up, the Routes tab, and the Supplies tab. Click the Save button to save the specified clients, or click the Cancel button to close the pop-up without making changes.
• When your entries are complete, click the Save or Cancel buttons to return to the Supplies tab.
8. Click the Options button to perform additional tasks related to supplies. See "Creating New Supplies," "Creating New Kits," "Receiving Supplies," "Moving Supplies," or "Shipping Supplies" below.
9. Users with limited rights (or who are outside the system) may also view past supply requests using the Contact Us link in the System Defined Links section of Copia's main navigation pane (see "System Defined Links" below).

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Supplies Tab: Creating New Supplies

1. Click the Options button at the top of the Supplies tab, and then select Create New Supply to access the Add Supply dialog.
2. Enter the Name of the supply. This field is required.
3. In the Count Type field, enter the name that represents the what a single instance of this supply would be called (e.g., slide, cup, tube, etc.). This field can also be configured on the Tube/Container Types administration page (see Admin: Tube/Container Types).
4. Select the Active checkbox to indicate that the supply is active in the system. Clear this checkbox to make the supply inactive.
5. Select Client Services Only checkbox to limit the usage of the selected tube/container type to the Client Services module. When selected, this supply type will not appear anywhere in Copia except the Client Services module.
6. The Lots list displays all of the lots that contain the selected supply, listed per warehouse.
   • Each lot is listed with its ID, Expiration Date, and Count.
   • Click the column headers to sort the list of lots by the selected column (see "Sorting Data").
   • Enter one or more characters or click the Search Icon to select the appropriate warehouse from the Display count for drop-down list. Copia narrows the displayed list to the lots stored at the selected warehouse. Click the X button to view the count for "All Warehouses."
   • Click the Add button or click a lot ID to add or edit a lot record using the Edit Lot dialog. When modifying a lot, enter or review the information below.
     • Enter or modify the Lot # to identify the lot that contains the supply. This field is required.
     • Enter descriptive information in the Notes field, if desired.
     • If the lot will expire, click the Expiration Date option and enter the date and time of the expiration. Click the Now button to enter the current date and time.
     • When your entries are complete, click the Save or Cancel buttons to return to the Edit Supply dialog.
7. When your entries are complete, click the Save or Cancel buttons to return to the Supplies tab.
8. Copia adds the new supply to the supply list on the Supplies tab and makes it available when moving, receiving, or shipping supplies. See "Receiving Supplies," "Moving Supplies," or "Shipping Supplies" below.
9. Users with limited rights (or who are outside the system) may also request or create a new supply using the Contact Us link in the System Defined Links section of Copia's main navigation pane (see "System Defined Links" below).

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Supplies Tab: Creating New Kits

Define kits to group sets of supplies (tube/container types) that users can add to a supply shipment. Copia will deduct from inventory everything that is included in the kit when the kit is ordered. When a kit is included when moving, receiving, or shipping supplies, Copia will display all gray border around all of the supply components.

1. Enter the Name of the kit. This field is required.
2. Enter information about the kit in the Description field, if desired.
3. Select the Active checkbox to indicate that the kit is active in the system. Clear this checkbox to make the kit inactive.
4. In the Supplies section, enter one or more characters or click the Search Icon to select the appropriate supply from the drop-down list. Copia narrows the displayed list to the supplies that match your entry.
5. Once you have added one or more supplies, adjust the Count field to indicate how many of the selected supply should be contained in the kit.
6. To remove a supply from the list, click the Delete Icon.
7. When your entries are complete, click the Save or Cancel buttons to return to the Supplies tab.
8. Copia adds the new kit to the supply list on the Supplies tab and makes it available when moving, receiving, or shipping supplies. See "Receiving Supplies," "Moving Supplies," or "Shipping Supplies" below.

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Supplies Tab: Receiving Supplies

1. Enter the Date Received in the date and time fields. Click the Now button to enter the current date and time.
2. Enter one or more characters or click the Search Icon to select the appropriate warehouse from the Received At drop-down list. Click the X button to clear the field and select a different warehouse.
3. Copia displays the name of the person documenting the supply reception. You cannot modify this value.
4. In the Supplies section, enter one or more characters or click the Search Icon to select the appropriate supply from the drop-down list. Copia narrows the displayed list to the supplies and kits that match your entry.
5. Once you have added one or more supplies, adjust the Count field to indicate how many of the selected supply you received. Note that Copia will automatically multiply the number of supplies in a kit, if there are multiple instances of the supply within a kit.
6. Click the Edit button next to a supply on the list to assign the Lot ID to the supply using the Select Lot dialog, just as you did when initially adding supplies (see above).
7. To remove a supply from the list, click the Delete Icon.
8. When your changes are complete, click the Save or Cancel buttons to return to the Supplies tab.

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Supplies Tab: Moving Supplies

1. Enter the Date Moved in the date and time fields. Click the Now button to enter the current date and time.
2. Enter one or more characters or click the Search Icon to select the appropriate warehouse from the From Warehouse drop-down list. Click the X button to clear the field and select a different warehouse.
3. Enter one or more characters or click the Search Icon to select the appropriate warehouse from the To Warehouse drop-down list. Click the X button to clear the field and select a different warehouse.
4. In the Supplies section, enter one or more characters or click the Search Icon to select the appropriate supply from the drop-down list. Copia narrows the displayed list to the supplies and kits that match your entry.
5. As you select supplies, Copia prompts you to select the lot from which the supply should be sent in the Select Lot dialog. Select a lot ID from the list, or click the Add New Lot button to create a record for a new lot of supplies. If you do not see the desired lot, click the Cancel button to return to the Ship Supplies dialog.
6. Once you have added one or more supplies or kits, adjust the Count field to indicate how many of the selected supply you wish to move between the From Warehouse and the To Warehouse. Note that Copia will automatically multiply the number of supplies in a kit, if there are multiple instances of the supply within a kit.
7. Hover over or click the Information Icon in the Count column to view the available number of the supply in the From Warehouse.
8. Click the Edit button or the Add Icon next to a supply on the list to assign the Lot ID to the supply using the Select Lot dialog, just as you did when initially adding supplies (see above).
9. To remove a supply from the list, click the Delete Icon.
10. When your changes are complete, click the Save or Cancel buttons to return to the Supplies tab.

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Supplies Tab: Shipping Supplies

1. Enter the Scheduled Date in the date and time fields. Click the Now button to enter the current date and time.
2. Enter one or more characters or click the Search Icon to select the appropriate warehouse from the To Client drop-down list. Click the X button to clear the field and select a different client.
3. Enter one or more characters or click the Search Icon to select the appropriate warehouse from the From Warehouse drop-down list. Click the X button to clear the field and select a different warehouse.
4. In the Supplies section, enter one or more characters or click the Search Icon to select the appropriate supply from the drop-down list. Copia narrows the displayed list to the supplies and kits that match your entry.
5. As you select supplies, Copia prompts you to select the lot from which the supply should be sent in the Select Lot dialog. Select a lot ID from the list, or click the Add New Lot button to create a record for a new lot of supplies. If you do not see the desired lot, click the Cancel button to return to the Ship Supplies dialog.
6. Once you have added one or more supplies or kits, Copia lists the supplies with the Supply name, Used number, Sent number, and Count. The Used value is the number of Copia orders that contain the given supply that were collected at the To Client location. The Sent value is the number of that supply sent in Client Services supply shipments.
7. Adjust the Count field to indicate how many of the selected supply you wish to ship out of the From Warehouse and to the To Client. Note that Copia will automatically multiply the number of supplies in a kit, if there are multiple instances of the supply within a kit.
8. Select an option from the Show Supplies used/sent drop-down list to filter the displayed list based on when the supplies were last used or sent: since the last shipment, in the last month, or in the last year. Your selection here affects the numbers in the Used and Sent columns in the Supplies list.
9. Hover over or click the Information Icon in the Count column to view the available number of the supply in the From Warehouse.
10. Click the Edit button or the Add Icon next to a supply on the list to assign the Lot ID to the supply using the Select Lot dialog, just as you did when initially adding supplies (see above).
11. To remove a supply from the list, click the Delete Icon.
12. Click the Print Supplies button to generate a PDF report for the supplies with all pertinent information, including the list of supplies, that will trigger the report to print. You must save the shipment before you can print the supplies. Click the OK button to save and print the report or Cancel to dismiss the print job.
13. When your changes are complete, click the Save or Cancel buttons to return to the Supplies tab.
14. Once you have saved a shipment, it appears in the Unassigned Tasks list on the Routes tab. See the "Viewing and Adding Route Groups" section above.

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Setup Tab: Defining Configurable Items

The Setup tab displays the settings and properties that govern the Client Services module. Modify these elements to customize the module for your facility.

1. Click the links on the left side of the tab to view existing Contact Type, Status, Priority, Reason, Department, Warehouse, and Region records. Click the Settings link to set the default values and/or labels for configurable items in the Settings section of this tab (see "Defining Module Settings" below).
2. As you view the different types of records, you may click the Show active only checkbox to have Copia display the name of active records on the list.
3. Once you click a link, you may add or edit additional records.
• Contact Type: Click the Edit button to modify its Name, Description, or Active status. If you do not see the desired contact type, click the Add button and enter its Name, Description, and Active status to create a new one. Click Save to retain your changes.
• Status: Click the Edit button to modify its Name, Description, or Active status. If desired, click the This status is considered closed checkbox to indicate that the status is closed. If you do not see the desired status, click the Add button and enter its Name, Description, Closed/Open status, and Active status to create a new one. Click Save to retain your changes.
• Priority: Click the Edit button to modify its Name, Description, Level, or Active status. If you do not see the desired priority, click the Add button and enter its Name, Description, Level, and Active status to create a new one. Click Save to retain your changes.
• Reason: Click the Edit button to modify its name (Reason), Description, or Active status. If you do not see the desired reason, click the Add button and enter its Name, Description,and Active status to create a new one. Click Save to retain your changes.
• Department: Click the Edit button to modify its Name, Description, or Active status. If you do not see the desired department, click the Add button and enter its Name and Active status to create a new one. Click Save to retain your changes.
• Warehouse: Click the Edit button to modify its Name, Description, or Active status. If you do not see the desired warehouse, click the Add button and enter its Name and Active status to create a new one. Click Save to retain your changes. Warehouses are where supplies under the control of the lab are held. If you want to track supplies, you should set up one supply per location you store them. This way, you can track shipments received and sent. If you just want to track supplies being shipped, you only need to use the default warehouse.
• Region: Click the Edit button to modify its Name, Description, or Active status. If you do not see the desired region, click the Add button and enter its Name and Active status to create a new one. Click Save to retain your changes.
• Client Tier: Click the Edit button to modify its Name, Description, Level, or Active status. If you do not see the desired client tier, click the Add button and enter its Name, Description, Level, and Active status to create a new client tier. Click Save to retain your changes.
• Settings: Click inside the available fields to search and view current settings for the Client Services module. Select specific checkboxes in both the Module and Externally Created Items section.
4. Once you have finished defining the configurable items, click the Save button, or click Discard Changes to return to the previously saved settings.

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Setup Tab: Defining Module Settings

1. Click the Settings link on the left side of the Setup tab to view the current settings for the Client Services module. The options you set here affect the default values for the different types of records used in the module. See the "Defining Configurable Items" section above.
2. The Settings section contains the fields where you may choose the default values for all of the configurable items for the module (see "Defining Configurable Items" above).
3. Modify the settings in the Module section to affect options within the Client Services module.
   • Select the default value for one or more of the configurable items. For each search field below, enter one or more characters or click the Search Icon to select the appropriate option from the drop-down list. Use the controls to navigate through the list as needed, and then click the Name of the desired option to select it for the filter. At any time, you may click the X button next to these fields to clear the filter entry.
   • Default Contact Type
   • Default Status
   • Default Priority
   • Default Reason
   • Default Department
   • Default Warehouse
   • Default Region
   • Default Client Tier
   • Select the When a user opens an item, lock it for other users checkbox in the Behavior Settings section to lock a Client Services Item when a user is editing it. When a user is viewing an item that is locked, information will display on the button row This Item is locked by and will include the name of the user who has the item locked. When the current user has the new Role right "Unlock a Client Services Item," they will see an additional button labeled Unlock that will allow the user to obtain the lock on the item. Clicking the button will prompt the user to remind them that the user who previously held the lock will not be able to save their changes. When item locking is enabled, if a user uses navigation links to leave Client Services (for example, to review an order on the Order Patient Samples page), the item they were viewing will remain locked. Upon returning to the Items tab in Client Services, the item will automatically be displayed. Items that have been locked by a user who is no longer signed in will automatically have their locks released at regular intervals, as well as when restarting the application server.
     • Select the When a user opens an item, lock its client for other users checkbox to lock an entire client when a user obtains a lock on an item that is assigned to the client.
   • Select the When saving a pickup, notify the user when the scheduled time is after the selected client's route hours on the scheduled day checkbox to have Copia display a "The pickup was scheduled outside of its client's route hours. You should reschedule the pickup." warning when a user schedules a pickup or STAT pickup for the current day. Note that this does not prevent saving the pickup or STAT pickup.
   • Click the By default, items open with the ___ list displayed drop-down list to select a default method to display lists. Select either "Notes" or "Links" from the list.
   • Enter the names you would like to use for the terms "Item" and "Items" throughout the module to refer to the request calls or work done by customer service users in the Label for Items (Singular) and Label for Items (Plural).
   • Select the Allow negative counts for Supply Lots option, if you would like to allow users to select the supplies, even if the inventory is not currently available. When enabled, Copia allows lot counts to go below 0 and displays those negative numbers throughout the Client Services module. When disabled, no count will be allowed to go below 0. However, this does not mean that you are restricted from shipping out more supplies than are currently available, it just means that the total lot count will not go into the negative. Note that when you attempt to change this setting, Copia prompts you to set all existing negative lot counts to 0. If "Yes" is chosen, then every count that is less than 0 will be changed to 0. If "No" is chosen, then all negative lot counts will remain in the database. The functionality of the Supplies tab will not change, regardless of if you decided to set the existing negatives to 0 or not.
   • Enter text into the Default Contact Type field to search for a contact type. Select the contact type that should be the default contact type by clicking on the blue link name.
   • Enter text into the Default Department, Default Priority, Default Reason, and Default Status fields to search and select a default department, priority, reason, and status.
   • Select the Require Assignee, Require Client, Require Contact, Require Department, Require Description, Require Priority, Require Reason, Require Resolution, Require Status, and Require Summary options to have Copia require an assignee, client, contact, department, description, priority, reason, resolution, status, or summary for the item.
   • Enter text into the Default Client Tier and Default Region fields to search for and select a default client tier and region.
   • Select a field code from the Field Code drop-down list to specify a field code for notifications. Select either "Client Name," "Item Description," "Item ID," "Item Priority," "Label for Items (Plural)," or "Label for Items (Singular)" from the drop-down. When a field code is selected, it automatically populates in the Body text area.
   • Select the Always display STAT pickups first in a Route Stop's Task List checkbox to have Copia always display pickups marked as "STAT" to be picked up first in a Route Stop's Task List so that the STAT pickup item will be picked up first before other items.
   • Select the New pickups and STAT pickups must be requested for ___ ___ in the future checkbox to have Copia require new pickups and STAT pickups to be scheduled for a minimum amount of time in the future. The setting can be configured as either hours or minutes by entering a value in the available field and by selecting an option from the drop-down. Select either "Minutes" or "Hours" from the drop-down.
   • Select the Apply the following default sort order when adding Tasks and Clients to a Route in Pop-up view checkbox to have Copia apply Default Sort Settings found in the drop-down lists when adding tasks/clients to a route in pop-up view, and select the Apply the following default sort order when dragging and dropping Tasks and Clients onto a Route or Route Group in Tree View checkbox to apply Default Sort Settings found in the drop-down lists when dragging/dropping tasks/clients onto a route/route group in "Tree View."
     1. Select either "Do not use," "Route Stop City," "Route Stop Name," "Route Stop State," or "Route Stop ZIP/Postal Code" from the Default Sort Settings drop-down list.
     2. Select either "Do not use," "Route Stop City," "Route Stop Name," "Route Stop State," or "Route Stop ZIP/Postal Code" from the Default Sort Settings drop-down list.
     3. Select either "Do not use," "Route Stop City," "Route Stop Name," "Route Stop State," or "Route Stop ZIP/Postal Code" from the Default Sort Settings drop-down list.
   • Select the By default, Supply History will display the previous ___ ___ checkbox to specify the default number that Supply History should display, followed by selecting "Days" or "Months." The default value is 30 days. This setting controls the default value that populates the "Start" time displayed in a client's Supply History pop-up.
   • Select the When entering expiration dates for Lots, do not display time fields checkbox to only display the date fields when entering an expiration date for a Supply Lot.
   • Click inside the Default Warehouse for new Supply Shipments field to search for and select a default warehouse for new supply shipments. This setting is plugged into the Client Services administration page where new "Supply Shipments" can be created, sent, received, or moved. Where the pop-up only includes one Warehouse search-as-you-type field, this field will use the new default setting. Where the pop-up includes both a sending and receiving "Warehouses," the value is used for the "Sending" warehouse.
4. Modify the settings in the Externally Created Items section to affect options related to the Client Services module that are located within Copia, but outside of the module.
• Select the Use module defaults for Item values option to use the same item label values throughout Copia that you set in the Module section (see above). When this checkbox is cleared, Department, Priority, Reason, and Status search fields appear, as well as Require Assignee, Require Client, Require Contact, Require Department, Require Description, Require Priority, Require Reason, Require Resolution, Require Status, and Require Summary checkboxes.
• Enter the desired text for the Client Services Button Label. This is the button that users will click to make requests through the Client Services module.
5. Once you have finished defining or editing the module defaults and terminology, click the Save button, or click Discard Changes to return to the previously saved settings.

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Program Navigation: System Defined Links

Use the Contact Us link in the System Defined Links section of Copia's navigation menu to request supplies, create items, or view past requests in the Client Services module. The System Defined Links custom navigation pane can only be accessed on the program navigation menu by users who are granted specific, but limited, rights for their system, and the Contact Us link is only visible when the end user is given those certain rights.

Creating Items

1. Click the Contact Us link in the System Defined Links section at the bottom of the main program navigation.
2. A Client Services Request pop-up appears displaying several buttons depending on your user rights. Click the Create Item button to externally create and add an item to the Items tab on the Client Services page. Any item(s) that are added externally will be visible and managed through the Client Services module.
3. Click the Create Item button to open the Create Item pop-up. This allows you to enter certain information, including the client, contact, summary, and a description.
4. Once you have finished entering the item information, click the Save button, or click Cancel to return to the previous page.

Request Supplies

1. Click the Contact Us link in the System Defined Links section at the bottom of the main program navigation.
2. A Client Services Request pop-up appears displaying several buttons depending on your user rights. Click the Request Supplies button to externally request supplies on the Client Services page. Any supplies that are externally requested will be visible and managed through the Client Services module.
3. Click the Request Supplies button to open the Request Supplies pop-up. This allows you to enter certain information regarding the supply request, including the location, contact, a description, and the supply that is being requested. Enter in the quantity field the number of supplies that you need. Click the Delete Icon to delete the supply from the request.
4. Once you have finished entering the supply request, click the Save button, or click Cancel to return to the previous page.

My Past Requests

1. Click the Contact Us link in the System Defined Links section at the bottom of the main program navigation.
2. A Client Services Request pop-up appears displaying several buttons depending on your user rights. Click the My Past Requests button to externally view your previous case items or past supply requests.
3. Click the My Past Requests button to open the My Past Requests pop-up. This allows you to view the basic status information on those requests, which includes the open date, summary, ID, assignee, status, contact, client, and a view details option. Click the Details button to view the supply, the quantity of the supply, or the description. Click Cancel to return to the My Past Requests dialog.
4. The My Past Requests dialog will display a default of 10 requests in the Show __ entries field. Adjust the Show __ entries value to increase or decrease the number of requests that show per page. Use the arrow buttons (forward, backward, beginning, end) to move between pages of requests. Click the Cancel button to return to the previous page.

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