Frequently Asked Questions - General Help
NEXGEN General Questions
How do I contact NEXGEN for help?
You can contact NEXGEN by submitting a support ticket through the Help Portal (through the Help module on your NEXGEN site) or by emailing us at support@nexgenam.com.
What are some additional resources I can use to learn more about NEXGEN?
We have a few additional resources for users to learn more about NEXGEN, including:
- Knowledge Base articles - Help articles that list step-by-step instructions about how to use NEXGEN
- NEXGEN U - Online learning courses that you can take to learn about NEXGEN
- NEXGEN Community - An online forum where you can discuss NEXGEN with other users
These resources are accessible via the NEXGEN Help Portal, which is linked in NEXGEN through the Help icon in the main sidebar.
NEXGEN Web App
How do I reset my password?
To reset your own password, click "Forgot Password" on the login page. Then enter your NEXGEN username and click "Submit." Instructions on how to reset your password will be sent to your email address.
Those with the appropriate permissions, such as system admins, can also reset passwords for others. For more information on how to do this, see this article.
What browser(s) can I use to access my NEXGEN site?
NEXGEN is compatible with most web browsers including Chrome, Microsoft Edge, and Firefox. NEXGEN sites are NOT compatible with Internet Explorer.
Does NEXGEN have a dark mode?
Currently, NEXGEN does not feature a dark mode, nor does NEXGEN support Dark Mode on mobile devices. However, GIS users can use the "Dark Gray Canvas" base maps to view GIS assets with a dark background.
What does this term mean in NEXGEN?
We have a NEXGEN glossary available to view in the Knowledge Base. If you want to look up a specific term in NEXGEN, try using this link.
How do I rename attachments?
Unfortunately, NEXGEN users cannot currently rename attachments after they have already been uploaded to the site; users will only be prompted to rename attachments on first upload. The workaround for this is to delete the attachment, then reupload it with a different name.
Can I delete a comment I made?
Theoretically, yes, if you have the required permissions, you can delete a comment you left on a record by clicking the drop-down arrow next to it and selecting Delete. However, comments you leave will still be visible in the Activity Feed, so be careful about what comments you type before you publish them!
I'm in the Service Request/Work Order module, but all I see is a dashboard or a blank screen. How do I switch to list, grid, or map view?
If it's your first time opening the Service Request or Work Order module, you will be automatically taken to Dashboard view. If you want to switch to list, grid, or map view, you can do so by clicking the corresponding button in the top right corner of the module.
How do I use grid view?
Grid view is a useful tool for those who have to review multiple records at once; it offers a spreadsheet-like view of records where users can easily pick out which fields are empty or incorrect. If you are interested in utilizing grid view or need guidance regarding its features, we recommend taking a look at this Knowledge Base article.
I need a custom report made.
You can create ad hoc reports by following the steps in this video. Otherwise, we're able to create custom reports for you if none of our stock reports are what you are looking for. If this sounds good to you, reach submit a support ticket or email support@nexgenam.com.
NEXGEN on iPad
How do I log into the NEXGEN iPad app?
To log into your NEXGEN site from your iPad device, open the NEXGEN application. Tap Settings and enter your site URL. Turn on the SSL slider if your site is protected, then click "Save." Finally, enter your username and password and then click Login.
How do I change the status of a work order on an iPad?
To change the status of a work order, tap on the status tag from a work order record (located in the upper right corner of the record). After you click on the status tag, a list will appear. Select your new status and then confirm your change by clicking "Ok." Your new status should reflect on the work order record.
How do I allow my NEXGEN app to use my iPad location services?
From your iPad settings, scroll to your NEXGEN app page. Click on the "Location" option and change your settings to "While Using the App." This will allow you to zoom into your location when using GIS by using the Locate Me button (the triangle-shaped icon at the bottom left of the GIS map).
Why do I have see fewer Service Requests and Work Orders on the iPad than on web?
Unlike the web app, when you log in to your NEXGEN site on the iPad, you will only see service requests and work orders assigned to you by default. If you would like to see service requests and work orders that are assigned to people other than yourself, you will have to navigate to the Service Request or Work Order modules and use the filters provided.
Why is the NEXGEN app not displaying correctly?
If the NEXGEN app is not displaying correctly, it might be because you have Dark Mode enabled on your device. NEXGEN does not currently support Dark Mode, so it is incompatible with Dark Mode on the iPad. Try to turn off Dark Mode in your iPad's settings to get NEXGEN to display correctly.
How do I navigate to different modules? What is the NEXGEN Hot Spot?
You can use the NEXGEN Hot Spot to view other modules available for the iPad. You can also use the Hot Spot to perform quick actions, such as start a WO or SR, access your app's settings, or scan QR codes.
How do I use the QR code scanning feature?
QR code scanning is denoted by a barcode icon and works differently depending on where the feature is located. The QR code in the NEXGEN Hot Spot allows you to search for an asset in the database. Tapping the QR code scanner after tapping "+Asset" in a work order allows you to add the scanned asset. Using the QR code in the Assets tab of a work order searches for that asset in the list of attached assets.
How do I refresh the app?
You can refresh the whole NEXGEN app by closing and reopening it. Alternatively, you can refresh your lookups. To do this, go to the NEXGEN Hot Spot, tap "Settings," then tap "Lookups."
Can I hide the map in specific modules?
Yes, you can hide the map in modules such as Service Request, Work Order, and more. This will allow for more space for list items and will prevent longer text from being cut off. To do this, go to the NEXGEN Hot Spot > Settings > Maps and toggle the map option for any of the modules listed.
Please note that if you turn off the map, you will not be able to use GIS. Only consider hiding the map if you or your group do not work with GIS assets or the GIS module in general.
NEXGEN on iPhone
What are the limitations to Offline Mode?
You can get to Offline Mode on the iPhone through the NEXGEN Hot Spot. This allows you to work within NEXGEN without having to have an Internet connection. However, there are some limitations to Offline Mode. In Offline Mode, you cannot:
- View modules other than Work Order and Service Request
- Search for non-cached work orders or service requests that are not assigned to you
- Receive notifications
- Cache Lookups
At the end of your Offline Mode session, make sure to sync your work so it gets saved to NEXGEN. This will automatically take you back online.
FAQs by Device and Module
Our FAQ pages are currently under construction. If you have a specific question you would like answered that you can't find in our knowledge base, please feel free to submit a support ticket.
Web App
General
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