Summary

This Job Aid covers:

Adding Photographs

Uploading Attachments

This Job Aid supports the Fulfillment and Retail Dealer Technician audiences.

 

Adding Photographs

Follow these steps to add photographs to a work order in FSM.

Launch FSM through your browser.

Type the username and password, and click Login.

Use the username and password that matches the work order’s sales channel.

From the FSM menu, select Browse Orders.

Use one of these methods to locate the work order

• FSM ID number
• Service Agreement number (40XXXXXXX)
• Customer phone number

Click Search at the bottom of the page.

In the search results list, locate the desired work order, and click the FSM ID link.

When the work order opens, click the Additional Information tab.

Uploading Attachments

FSM supports uploading several different file types, which are all called attachments. Follow these steps to add photographs to the work order.

 

Scroll to the bottom of the page, and locate the Attachments section.

Click the Browse button. (Step 1 in the image below)

In the Open dialog, locate the photographs on the hard drive. (Step 2 in the image below)

Click the file name (photograph). To select multiple photographs, hold down the CTRL key and click the additional photographs. (Step 3 in the image below)

When all photographs are selected, click Open. (Step 4 in the image below)

Click the Upload button. If an image has been selected in error, click the blue null sign next to the image, or click the Cancel button to end the upload entirely.

The uploaded images look like this

To delete images uploaded in error, click the red circle/“X” icon. Then click “Yes” to confirm.

Summary

This Job Aid covers:

Adding Photographs

Uploading Attachments

This Job Aid supports the Fulfillment and Retail Dealer Technician audiences.

Adding Photographs

Follow these steps to add photographs to a work order in FSM.

1. Launch FSM through your browser.
2. Type the username and password, and click Login.

Use the username and password that matches the work order’s sales channel.

1. From the FSM menu, select Browse Orders.
2. Use one of these methods to locate the work order

• FSM ID number
• Service Agreement number (40XXXXXXX)
• Customer phone number

1. Click Search at the bottom of the page.
2. In the search results list, locate the desired work order, and click the FSM ID link.

1. When the work order opens, click the Additional Information tab.

Uploading Attachments

FSM supports uploading several different file types, which are all called attachments. Follow these steps to add photographs to the work order.

1. Scroll to the bottom of the page, and locate the Attachments section.
2. Click the Upload button. If an image has been selected in error, click the blue null sign next to the image, or click the Cancel button to end the upload entirely.

1. The uploaded images look like this:

1. To delete images uploaded in error, click the red circle/“X” icon. Then click “Yes” to confirm.

1. Click the Browse button. (Step 1 in the image below)
2. In the Open dialog, locate the photographs on the hard drive. (Step 2 in the image below)
3. Click the file name (photograph). To select multiple photographs, hold down the CTRL key and click the additional photographs. (Step 3 in the image below)
4. When all photographs are selected, click Open. (Step 4 in the image below)

• Work Order Audit

New eSVT URL for US Residential

Hello,

As we continue our back office updates for US Residential customers, we have also launched a new version of eSVT to support these changes. The URL has been updated to https://esvt.viasat.com/. You will need to use your SSO login to access the site.

As a reminder, eSVT is a remote diagnostic site used for checking a customer’s signal quality, data usage, as well as their account status.

1. When searching for a US Residential customer in eSVT, select US for the Country drop-down.
2. Select the appropriate Search Type from the drop-down.

   1. When searching by MAC, this can be in upper or lower case and the colons (:) are optional.
   2. When searching by Phone Number, you must enter the number 1 for the US country code before the rest of the phone number.

3. Click the Search icon.

More information about the changes on the new site can be found on the eGuide: https://eguide.field.viasat.com/esvt-updates/

Welcome to the newly updated eGuide!

Hello ,

Viasat has overhauled the technician eGuide to make this valuable resource easier to use, mobile friendly, and even more comprehensive. We want the eGuide to be a tool you can use on your daily installs and service calls to help increase your proficiency and ensure the job meets all of Viasat’s installation standards.

Here are some of the great new features you will see in the
new eGuide:

• Mobile-friendly design – so that you’re able to access the eGuide wherever the job may take you.
• TechTalks! – This is the place to see all kinds of content relevant to Viasat technicians: new products, how-to’s, kudos, interesting things to make your job easier, and to keep you informed. Click here to watch the latest TechTalk.

• Enhanced search capability – the whole eGuide is now fully searchable.
• Easy translation to multiple languages using the Select Language drop-down for English, Spanish, and Portuguese, with more languages to be added as our business grows.
• Dedicated email address for comments and suggestions for the eGuide: field.questions@viasat.com

Be sure to bookmark the new eGuide: https://eguide.field.viasat.com/

Check it out, use it on the job, and let us know what you
think!

New Tech Talk video: MITe

Hello,

In this month’s TechTalk, Kevin goes over how to use MITe and an inclinometer to find the best possible line of sight for your installs. These tips and tricks will be very useful for both new installs, upgrades, and service calls – because line of sight can always change! 

Check it out by clicking the image above. And don’t be shy – email us any comments, questions, or suggestions at field.questions@viasat.com.

FYI: For more information on the tools that Kevin is using, search “MITe” and “inclinometer” on the eGuide: https://eguide.field.viasat.com/.

This Job Aid Covers:

Scheduling Work orders

Access the work order you would like to schedule by clicking on the FSM ID link in the search results below:

Click Scheduling:

The scheduling grid shows available technicians on the left panel and times slots in the middle panel:

Dark Green Bars = technician is available for regular work time

Yellow Bars = technician is available for overtime

Light Green Bars = work order time frame inserted

Light Orange Bars = the order currently being viewed is assigned

Light Green bar inside Dark Green Bar = technician assigned to another work order

No Dark Green Bars = technician is not available for that date and time

Set work order time

To set the work order time, right click in the same row as the FSM ID. Right click under the date & time that you want the work order to start:

Select Insert Task:

The Modify Task Realization Time pop up will appear

This pop up will allow the user to set the start date/time and finish date/time for the work order

Set the start date/time and finish date/time and click Ok:

A Light Green Bar will now be inserted. The Light Green Bar represents the work order time frame:

Add available work time to a technician

Right click in the same row as the technician’s name under the desired date & time:

Hover over Add availability

Select Work time:

A Dark Green Bar will be inserted. This represents the technicians available work time:

Drag the Dark Green Bar in either direction to extend available work times. To assign the workorder the Dark Green Bar must be within the same time limits or greater than the Light Green Bar:

When the work order time frame (Light Green Bar) and technicians available work time (Dark Green Bar) are inserted, we can now assign the technician

Click the checkbox next to the technician’s name.

To assign a technician, click the checkbox next to their name:

Once the technician’s name is checked, the work order is assigned. The work order will auto save:

Viasat Tech Tools 2.0 launch

Hello,

The new and improved Tech Tools is finally here!

Please follow the instructions below to install the new Tech Tools app. The current version of Tech Tools will not work as of Monday, March 15, 2021. Starting on this date, Viasat 360 products are to be added through the new app.

1. Remove/Uninstall the current app from your mobile device.
2. Go to the Google Play store or the Apple App Store and search for Viasat Tech Tools.
3. Install and open the app.
4. Your credentials are the same as they were previously.
   1. Username = Tech ID
   1. Password = eSVT Password
5. If you are unable to login using your credentials, click the Forgot Password option and answer your security questions.
6. If you cannot reset your password yourself, email Agentlogin.request@viasat.com with your Tech ID and your request for a password reset.
   1. Be aware that the password reset link you are sent is only valid for 3 hours.

DO NOT use the save password or remember me feature. The application will not allow “cookies,” so selecting this option will disable your app.

You will begin seeing jobs in this new app on Monday, March 15^th. You will have visibility on upcoming jobs that are within a 48-hour window.

eSVT is Viasat’s tool that provides system health information and is available to all technicians. Within eSVT you can find a customer’s data consumption, forward and return signal levels and other system health information.

All Accounts:

https://esvt.viasat.com/

The user name will be your Installer ID that is used when provisioning.

Also your user name and password would be the same as your TechTools credentials.

  If you have problems logging in, send an email to agentlogin.request@viasat.com. Explain your issue and be sure to include your Installer ID.

Once you are able to log in, you can search by Product Instance ID, MAC address or phone number. This eGuide link below will help with terminology and fields available: https://eguide.field.viasat.com/esvt/

Viasat Tech Tools App – Download Now

Hello,

Viasat Tech Tools (VTT) is getting a new role for VS-3. Work orders on VS-3 will be provisioned using VTT, so now is the time to download the app and confirm that your login is working properly. Let’s make any necessary corrections now, so that when VS-3 training is available, you’ll be ready to go.

Keep this technical bulletin handy until you know you can log in. Troubleshooting steps are listed at the bottom of the email.

Before you begin

1. Log into Viasat Discover and confirm that your email address is current.

   1. If not, click the ‘Request Email Update’ widget on your dashboard.

2. WAIT for the notice from Viasat Discover that your email address has been updated before proceeding. This can take up to 48 hours.
3. We recommend that you have access to this email address on your smartphone, or, work with a computer nearby when you register the VTT app.

How to register

1. Go to your App store from your smartphone, search for ‘Viasat Tech Tools’ and install the app.
2. You must grant access to your camera, location services, and allow notifications.
3. Set up a pin code.
4. Select North America as your region.
5. Your credentials are as follows:
   1. Username = The Installer ID – Residential found in your Viasat Discover account as the username. Don’t use any other Installer ID.
   1. Password = IF you use eSVT, use that password for VTT as well.

   1. IF you have never used eSVT, click the Forgot Password link.
      1. You will receive an email at the address we have on file for you.
      1. Use either the password reset link OR the verification code.

      1. Set your password.

Troubleshooting

1. Log into your Viasat Discover account, and check My Profile for your Installer ID – Residential
2. Is your username (in Viasat Discover) the most current email address? Complete the “Request Email Address Update” if needed.

   1. It is VERY important that we have your current email address BEFORE you try to do set your password.

3. Send an email to viasatdiscover.bbs@viasat.com with a screenshot of your error message. Include your First and Last Names, your current email address, and your Installer ID.

Thank you for being a valued part of the Viasat team as we move forward into this exciting new phase with VS-3!

** If you are using Viasat Tech Tools already you can disregard this message.

Best Regards,

Viasat Field Operations Team

New Self-Paced Training Available:
EasyCare and Customer Verification Code

Audience:

---

Viasat is excited to announce the availability of a new 15-minute self-paced training module in Viasat Discover. This training is designed to help you stay up to date with the latest products and processes, ensuring you can provide the best service to our customers.

New V360 Plans:

• Easy Care +: Includes Dedicated Home Tech Support – expert technical support for an unlimited number of eligible devices – and assistance available from 7am to 11pm Eastern Time, 7 days a week. Available April 15, 2025
• Easy Care Premium: An advanced version of Easy Care +, offering additional benefits that includes protection for eligible devices, with no registration or receipts required, and Accidental Damage from Handling on select portable devices. Availability TBD
• Check out the training for full details of each product’s benefits and features.

New V360 Process:
In addition to the new products, we have introduced a new process for adding VS360 products to a customer’s account through the Viasat TechTools app. Previously, a Customer Signature was required. Now, the process has been updated to include a Customer Verification Code. Available April 15, 2025

To access the new self-paced training, please follow these steps:

1. Log in to Viasat Discover at https://bbs.viasatdiscover.com/.
2. Search for the module titled “EasyCare Plans and VS360 Customer Verification Code for Technicians”

We encourage you to complete this training and familiarize yourself with the new plans and the updated process before the EasyCare launch on April 15, 2025.

Thank you for your continued dedication and hard work.