Consolidated decisions from the 10 Service Manager comparison meetings (13 May – 2 Jun 2026), the working meeting notes, and the SaaS4 customer review. Each decision is traceable to its source. This register is the single backbone for the SSL Service Manager specification and wireframes.
Artifacts: 00 Register · 01 Shell · 02 Module spec · 03 Wireframes · 04 Build spec
| ID | Old SM feature / screen | Decision for SSL Service Manager | Type | Source |
|---|---|---|---|---|
| Global structure & terminology | ||||
| G-001 | Incidents (OSM) / Tickets (ILOS ARC) | Consolidated into Requests. Requests can be technical, personal or environmental; incidents become urgent requests. "Ticket console" becomes "request console". Requests are pulled from both the ARC and local SM. | CHANGE | Notes; M1, M2, M4 · build |
| G-002 | Tasks (Scheduling) | Tasks are follow-on actions from a request. Each request may have multiple tasks. | KEEP | Notes; M4 · build |
| G-003 | Inbound alarm calls | Alarm calls live exclusively in the ARC — out of scope for the SSL Service Manager. | REMOVE | Notes; M1 · build |
| G-004 | Main menu (9 sections) | New main structure: Requests · Referrals · Scheduling · Inventory · Reports · Administration. Service Agreements is no longer a separate section — reached via global search (see G-005). | CHANGE | Notes; M2 · spec · build |
| G-005 | Service Agreements → Search | Global combined search bar (as in Mark's prototype), visible on every page; advanced field-level search opens from the bar. Searching a service user opens their Service User Profile. | CHANGE | Notes; M2, M3 · spec · build |
| G-006 | Quick Agreement | Removed as a separate flow. Originally bypassed stock management for hospital discharges — no longer needed. Becomes a simpler referral form. Details to be confirmed. | REMOVE | Notes; M2 · spec · build |
| G-007 | Service Agreements → Workspace | Workspace moves out of Service Agreements into Tasks. (Customer review: "the workspace is over complicated".) | CHANGE | Notes; M2; SaaS4 · spec · build |
| G-008 | Keywords | Keep "Keywords" terminology (= tags in ILOS). Colour handling: any colour in PNC vs 3 colours in ILOS — decide whether the full colour set can be kept or partitioned into the 3 ILOS colours. PNC coloured borders: ideally keep. | TBD | Notes; M2–M4 · spec · build |
| G-009 | Roles / Work Groups (Admin) | Teams must be assigned to a pre-defined category (e.g. Responder, Administrative, Engineering). Add a "Responders" group; split "responder" into role groupings for technical staff. Roles in the new SM need amending. | CHANGE | Notes; M1 · build |
| G-010 | Multi-tenancy | Remove multi-tenancy: each client gets their own config (global static data, custom client data, potentially others). New static data must remain visible at the right level. | CHANGE | Notes; M6 · build |
| G-011 | Login (SaaS4 feedback) | Single sign-on + MFA strongly requested by nearly all customers (logging-in scored 3–6/9). Auto-save when leaving a page / on timeout also widely requested. | NEW | SaaS4 review · build |
| Home & Dashboard | ||||
| D-001 | Dashboard operators | Operators are responders/installers etc. per roles set in Administration. "Agents available" per roster; "On-shift responders" = agents from all teams with the Responder category on shift (e.g. North/South responder teams). | CHANGE | Notes; M1 · build |
| D-002 | "Average time to answer" | Rename to "Average time to accept". A supervisor can assign a request; a responder can accept it. | CHANGE | Notes; M1 · build |
| D-003 | Active jobs | "Active jobs" = jobs being delivered = "In progress" status from the ARC. | KEEP | Notes; M1 · build |
| D-004 | Dashboard widgets (Mark's) | Graphs: remove. Alerts & messages: remove. Staff online panel: remove — instead, clicking the "on-shift responders" stat opens the detail. Weather: remove for now (nice-to-have only). | REMOVE | Notes; M1 · build |
| D-005 | Vehicles (Mark's) | Vehicle data may need to come from a vehicle tracking system; how vehicle location is obtained must be defined. | TBD | Notes; M1 · build |
| D-006 | Ad-hoc phone number | Ad-hoc number must not appear — requests are sent to responders and the number is picked from the responder's data. | REMOVE | Notes; M1 · build |
| D-007 | "Calls this shift" | Tasks assigned to agents on this shift (to confirm against roster). | TBD | Notes; M1 · build |
| Referrals | ||||
| R-001 | Referrals section | Maps to ILOS "Intake". Default referral forms combine the NSM form with the old SM form, with "pick stock" removed from the old form. | CHANGE | Notes; M2 · build |
| R-002 | Referral templates | New templates = surveys; links saved in the system. Surveys can be published as a public page with an obscure URL so third parties can fill them in. Requester name is compulsory. | NEW | Notes; M2 · build |
| R-003 | Referral editing | A personalised survey URL is sent to the person filling it in; they can return and edit details until a formal service agreement exists — after that, edits only via the Friends & Family app. | NEW | Notes; M2 · build |
| R-004 | Referral organisation | Organisation = the logged-in user's organisation; an "External" organisation exists for public referrals. (Andy Hart to provide sample referrals.) | CHANGE | Notes; M2 · build |
| R-005 | Duplicate detection | On referral creation, search matches address/phone number against existing agreements at the same address and asks whether the user should be added to the existing agreement. (Moved here from the agreement actions.) | NEW | Notes; M2, M3 · build |
| R-006 | ARC-created users | Users created directly in the ARC must be visible in the Service Manager; SM holds richer data — users with an SM licence should be encouraged to use the SM page instead of the ARC page. | NEW | Notes; M2 · build |
| R-007 | Referral sources (SaaS4) | Ability to have different referral types (Public, GP, Hospital discharge, Social Services) and to import electronic requests from websites/emails/MS Forms. | NEW | SaaS4 review · build |
| Service Agreements → Service User Profile | ||||
| S-001 | Service Agreement summary | Renamed Service User Profile — it is about the user, not the agreement (cf. ILOS customer page). Details data carried over as-is from old SM. The overall agreement has no pre-defined end date; it runs until terminated. | CHANGE | Notes; M2–M4 · spec · build |
| S-002 | Client photograph | Do not use a photograph of the client — use the logo of the organisation being monitored. | CHANGE | Notes; M2–M4 · spec · build |
| S-003 | Information box | Display service agreement no. and customer reference number. Pencil icon = dwelling colour; heart = risk colour. Equipment block shows primary equipment contacting the ARC with model number and telephone number. Remove the two "unassigned" icons on the left. | CHANGE | Notes; M2–M4 · spec · build |
| S-004 | Suspend / Resume actions | Remove both. Suspend isn't processed anywhere so it means nothing (check whether the ARC does this). | REMOVE | Notes; M2–M4 · spec · build |
| S-005 | Decommission action | New workflow: create equipment-recovery activity → schedule recovery task → on completion ask where equipment goes → archive client data and remove records from the ARC. Dual occupancy: only remove the involved resident's data; shared equipment not removed or partially recovered (confirmed by the person processing). Auto-cancel all live requests on decommissioning. | NEW | Notes; M2–M4 · spec · build |
| S-006 | Reactivate | Reverse decommission within 3 months: restore equipment (if already removed) and restore data. | NEW | Notes; M2–M4 · spec · build |
| S-007 | Add user to agreement | Quickly add a new user onto an existing agreement (same address / shared equipment); no validation needed since the underlying agreement is already valid. Address matching at creation time moves to the referral page (R-005). | KEEP | Notes; M2–M4 · spec · build |
| S-008 | Redaction (1am job) | Redaction happens automatically per agreed dates (typically 3–7 years per agreement), with a flag to stop it. Terminated agreements stay visible until redacted; a new page lists terminated agreements (verifies redaction). Terminated agreements excluded from live search unless a linked agreement is live. | CHANGE | Notes; M2–M4 · spec · build |
| S-009 | Zoom/Teams calls | Ability to call via Zoom/Teams (general calls, not under a service user). Log the fact a call was passed to Zoom/Teams and its status; call details not stored. Teams/Zoom calls also stored in call history (Delta requirement). | NEW | Notes; M2–M4 · spec · build |
| S-010 | Recent activity buttons | Buttons next to recent activities removed — they are about requests or duplicate existing tabs. | REMOVE | Notes; M2–M4 · spec · build |
| S-011 | Contacts tab | Stays; syncs with the ARC (= NSM "Circle of Care"). Categories: Primary, Emergency, Keyholder, Next of Kin (one per contact), Power of Attorney (multiple). Store availability windows per contact (per-day from/to, repeatable; short-term e.g. on holiday). Search existing contacts within the user's organisation. Each contact stores their relation per service user. Multiple phone numbers with type + icon. | CHANGE | Notes; M2–M4 · spec · build |
| S-012 | Requests tab | Query of the resident's requests with tasks displayed beneath each request (no separate tasks tab). Filter defaults to live requests; can show closed. Multiple requests may be open simultaneously (OSM allowed only one). NEW: any request can have a follow-on request saved with it — the request can close while the follow-on stays open, auto-scheduled for its date. | NEW | Notes; M2–M4 · spec · build |
| S-013 | Incidents tab | Removed — incidents become urgent requests. Keep (for all urgent requests): respondent receives a text message; the incident is visible in the ARC with colour-coded status. | REMOVE | Notes; M2–M4 · spec · build |
| S-014 | History tab | Removed; the functionality becomes part of advanced search. Audit must be available showing what changed (SaaS4: full edit history from→to). | REMOVE | Notes; M2–M4; SaaS4 · spec · build |
| S-015 | Call history | Query on ARC call history (+ Zoom/Teams per S-009). Most recent call history should also surface in the responder/engineer app. | KEEP | Notes; M2–M4 · spec · build |
| S-016 | Assessments tab | History of completed surveys (risk assessments). Editable while in draft status (correct mistakes / add info); locked once published — a new assessment is then required. A request cannot complete until its assessment is published (prevents eternal drafts). On publish, auto-create a review request 12 months out, managed independently like any request but viewable with the assessment. | CHANGE | Notes; M2–M4 · spec · build |
| S-017 | Equipment tab | Query on installed equipment; live shown by default with option to show decommissioned. Device detail view; button to fetch device data from DMP. NEW: link to initiate an equipment-assignment request from this tab. | CHANGE | Notes; M2–M4 · spec · build |
| S-018 | Medication / Health Events (NSM) | Medication: out until an NHS records link exists. Health Events tab: to discuss (SNOMED? NHS records?). | TBD | Notes; M2–M4 · spec · build |
| S-019 | Notes / Messages tabs | Notes categorised into temporary and permanent; pull from the ARC where available; merge with PNC data. Messages filtered to those relevant to the user. | CHANGE | Notes; M2–M4 · spec · build |
| S-020 | Print to PDF | Summary of the client's data; prettify the old SM's existing output. | KEEP | Notes; M2–M4 · spec · build |
| S-021 | Services | Services sit under an agreement: type, start date, end date, cost, payee; may run for a pre-defined period (e.g. regular calls while family on holiday). Services auto-cancel when their end time comes; users see a report of agreements expiring within 7 days. SaaS4: export service level/cost to finance for billing is a recurring demand. | CHANGE | Notes; M2–M4; SaaS4 · spec · build |
| S-022 | Agreement cancellation | Users can create tasks to close off an agreement. Once stopped, the agreement is frozen — no further edits. | CHANGE | Notes; M2–M4 · spec · build |
| Requests (creation, detail, cancellation) | ||||
| Q-001 | Request types | Four types: installation, change, decommissioning, custom task. Change requests selectable only after installation completes. Multiple simultaneous requests allowed; conflicting combinations left to user judgment — no system validation. | CHANGE | Notes; M4 · spec · build |
| Q-002 | Request completion | A request completes only when all its tasks complete. NEW: when the last task completes, alert the user and prompt to close the request (same user can do both); request stays open only if explicitly chosen. | NEW | Notes; M4 · spec · build |
| Q-003 | Default task sets | Every request type carries an auto-added default task set, configurable per client in Administration together with an SLA per task. Custom tasks can be added; non-applicable defaults can be immediately marked complete. | CHANGE | Notes; M4 · spec · build |
| Q-004 | Pick stock / installer flow | Installation requests add a "pick stock" task. Process rethink: pick stock first; when an installer is picked, a stock transfer request is auto-initiated if their van (secondary store) lacks the item. Stock is reserved on pick (preventing allocation conflicts) and assigned to the client only on task completion. | NEW | Notes; M4, M8, M10 · spec · build |
| Q-005 | Assigned / Responsible | "Assigned" = person doing the job; "Responsible" = department manager. Ghost persons (e.g. "installation team") no longer allowed — a real responsible person is assigned and the system stores their user group/team (chosen from all groups the person belongs to). NEW: each task type maps to a single role, filtering who can be assigned. | CHANGE | Notes; M4 · spec · build |
| Q-006 | Next action date / Cause | "Next action date" becomes an SLA-derived window — not user-picked; show the latest date. "Comment" is just notes. "Cause" removed ("we already know!"). | CHANGE | Notes; M4 · spec · build |
| Q-007 | Request detail wording | "Allocated" stock → "reserved". "Task history" → "Tasks". Notes move to the task level: a task may have multiple notes (different people may work it); notes record creator/editor. | CHANGE | Notes; M4 · spec · build |
| Q-008 | On hold (change requests only) | On-hold extended to all tasks, with reason, person and date placed (e.g. waiting on ordered equipment). A query lists all on-hold tasks. | CHANGE | Notes; M4 · spec · build |
| Q-009 | Task links | Ability to store third-party URLs against a task. | NEW | Notes; M4 · spec · build |
| Q-010 | Complete / cancel reasons | Complete reason optional or free-form (omit for completed requests); cancellations require a predefined reason. Admin: cancellation reasons must map to standard categories so the system "knows" the reason (cost / gone into care / no longer required / …). | CHANGE | Notes; M4, M5 · spec · build |
| Q-011 | Request cancellation | On cancel, stock is automatically disassociated from the customer and becomes spare (possibly in a secondary store). Completed requests cannot be cancelled — create a change request instead. Partial removal of stock supported (incomplete installations release unused items). Full cancellation process: to discuss. | TBD | Notes; M4 · spec · build |
| Scheduling | ||||
| C-001 | Scheduling section | Keep the section name (replace "bookings" wording). Adopt NSM functions/look. Home page of the section = the bookings page. Subpages: Roster, Daily Planner, Daily Planning (consider combining the last two). | CHANGE | Notes; M8 · build |
| C-002 | Roster changes | When a roster changes (e.g. sickness), workflow pages help reassign all affected tasks. | NEW | Notes; M8 · build |
| C-003 | Scheduler filtering | Filter the scheduler by task type (e.g. assessments only). | NEW | Notes; M5, M8 · build |
| C-004 | Scheduling (SaaS4) | Weakest-scored module (2–4/9). Demands: recurring tasks; sick/holiday/training entries; shift-pattern integration (MS Teams/O365); outfield staff access with accept/reject + push notifications; route planning by priority and travel time; full client name/address in planner. Treat as priority backlog for this module's design. | NEW | SaaS4 review · build |
| Inventory | ||||
| I-001 | Stock items | Query lists all possible stock items regardless of stock level. Ability to define new product definitions. Use NSM pages for creating manufacturers and stock items (single page each). Static data creatable in place, visible at the correct level. Same stock associable with different part numbers. | CHANGE | Notes; M6 · build |
| I-002 | Barcode scanning | Read barcodes/QR codes (Tunstall or third-party stock) and map the data to database fields automatically; generic mapping functionality for manufacturers' tags; manual population fallback. (SaaS4: barcode via mobile phone, by outfield staff, strongly requested.) | NEW | Notes; M6, M7; SaaS4 · build |
| I-003 | Stock transfer | Between any two stores of the same organisation. Transfer reasons addable in place (not only admin). Scan one or multiple products; search by name and serial number; further filter by serial. "View basket" shows count + list (fixes current bug where not all items display). Confirm transfer at the bottom of the basket; success message shown. | CHANGE | Notes; M6 · build |
| I-004 | Receipt confirmation | Receiving store confirms receipt (Goods In lists items due); unconfirmed items return to the original store; stock unusable until confirmed. NEW: per-secondary-store flag requiring receipt confirmation; primary↔primary transfers always require it. | NEW | Notes; M6 · build |
| I-005 | Stock take | NEW: simple stock-take process — scan stock in a store; report shows correct items, missing stock and overstock (catches wrongly installed items). | NEW | Notes; M6, M7; SaaS4 · build |
| I-006 | Goods In | Scanning auto-populates item data (currently doesn't). Stock arrives into primary stores only — but the single-primary-store limitation is removed (multiple primary stores allowed). Secondary stores can't receive goods directly; transfer is a separate step. Bulk goods-in from delivery notes requested (SaaS4). | CHANGE | Notes; M6, M7; SaaS4 · build |
| I-007 | Store types & hierarchy | NEW: introduce store types (van, maintenance, scrap, …) — currently names are plain text. Primary stores send/receive to manufacturers (incl. cleaning/maintenance and scrap stores); secondary stores send/receive to service users and primary stores; sub-stores supported; secondary stores map to engineers who may only use their own store's equipment. Clients receive stock only from secondary stores. | NEW | Notes; M6, M7 · build |
| I-008 | Returned / decommissioned stock | Flow: customer premises → secondary store → quarantine store (clean/check/reprogram, with tasks for cleaning/reprogramming/servicing) → primary stock or scrap. Decommissioned equipment flagged and unusable until serviced. Programmatic state flags ("outgoing", "incoming", "cleaned", …). | NEW | Notes; M7, M9 · build |
| I-009 | Faulty item exchange / manufacturer returns | Faulty items exchanged with good ones immediately, then sent for repair from a primary store; on return they join the new/refurbished pool. Items with a manufacturer are flagged as such; replacements come in as new items. | KEEP | Notes; M7, M9 · build |
| I-010 | Scrap store | Current scrap store = ghost stock piling up 4+ years. Need purge capability and visibility of scrapped stock value over the past 6/12 months. | NEW | Notes; M7; SaaS4 · build |
| I-011 | Task allocation vs stock | When tasks are allocated, tie requests to the stock availability of the engineer's store. (To define — links to Q-004.) | TBD | Notes; M6 · build |
| Operational Reports | ||||
| P-001 | Report scoping | All reports scoped to the logged-in user's customer level: authority, ARC, region, global (multi-customer logins for engineers/support). Confirm what multi-tenancy PTL delivered in the ILOS ARC (26 May). | CHANGE | Notes; M5 · build |
| P-002 | Report platform features | Schedule reports for a date and email users a link. Search "as of" a date (requires change dates on everything). Key requirement: custom reports per customer querying any data. Column show/hide starts from most-used; browser remembers per-user selections. | NEW | Notes; M5 · build |
| P-003 | Assessment Next Review Date | Aids planning — possibly moves to Scheduling/planning. Click through to the previous assessment. NEW: search a date range around expiry (week/month planning); search the auto-generated review tasks. If moved, keep an exportable report and ensure the scheduler can show assessment schedules only. | CHANGE | Notes; M5 · build |
| P-004 | Cancellation Reasons report | Not needed as-is — split into two: a Referral report (referrals received / converted / rejected with reasons) and a Request report. | REMOVE | Notes; M5 · build |
| P-005 | Request report (new) | Merges 4 reports: request cancellations, Request Cause & Resolution, Requests vs Targets, Incidents. Shows original request and final outcome (resolution from admin-defined list); filter by request type (e.g. urgent); SLAs shown where set up. | NEW | Notes; M5 · build |
| P-006 | Service agreements report (new) | One flexible query over agreements + their services, replacing Flexible Services History, Flexible Services Trouble Shooting, Service Agreement reports up to Services Active Between Given Dates. Filter service users by feature (e.g. responder service, private pay). Design TODO — maybe sub-queries. Addresses customer complaint: too many reports merged manually in Excel. | NEW | Notes; M5; SaaS4 · build |
| P-007 | Stock report (new) | Merge of all stock reports. Shows what's in stock, where, expiry dates (battery/warranty), current stock value. NEW: generate a battery-replacement change request from the report. Recommended re-order level from min/recommended levels, weekly usage and delivery time (SaaS4: with manager approval). Missing-stock view included. | NEW | Notes; M5; SaaS4 · build |
| P-008 | Stock transfer history / Task SLA / Termination reasons | Stock transfer history → replaced by a new Audit report (all tracked activities). Task SLA and Termination Reasons reports absorbed into the Request report. | REMOVE | Notes; M5 · build |
| Cross-cutting customer asks (SaaS4 — secondary input) | ||||
| X-001 | — | RAG/SLA status colouring is liked — keep and extend (push/notification when SLA approached or breached; prompts for incomplete steps before proceeding). | KEEP | SaaS4 review · build |
| X-002 | — | Left menu with direct access to key functions is liked; breadcrumbs/path-tree requested over the back button. | KEEP | SaaS4 review · build |
| X-003 | — | Friends & Family app: contacts self-manage their data (phones, address, availability) and view history overview. Referenced by R-003 (post-agreement referral edits). | NEW | SaaS4; Notes M2 · build |
| X-004 | — | Integrations repeatedly requested: DMP (view data / suspend SIM on scrap/loss), Power BI / raw data access, Mosaic, Liquid Logic, CM2000, finance export. Mobile app for outfield staff (notes, signatures, offline). | TBD | SaaS4 review · build |