Service Manager Edit View

Overview

Use the Service Manager to manage issues or enquiries such as sales, account and production queries. It can be customised.

The Edit View is where service tickets are created and worked on.

Navigation

Main Menu > Office > Service Manager > Double-click a service ticket to edit it

Buttons Explained

Button Description
ArrowsNavigates between service tickets.
Output
  • Generates reports if templates are linked.
  • Generates emails according to the responses.
Email
  • Provides a dropdown list to select All (includes customers) or Internal (staff only) recipients.
  • Sends notification emails if confirmed.
EditLets you edit the ticket.
DeleteDeletes the service ticket.
SaveSaves any changes.
Actions
  • Provides the following options:
    • Add Attachment/Link
    • Copy to a new Ticket
    • Create a linked NCR: Provides a list of NCR categories for you to select one.
  • Customer
    • Add a new customer
    • Edit Customer
  • Responses
    • Provides a list of all the responses applicable to the ticket for you to select one.
    • Once you select a response, a form opens where you can enter the response, set the status and assign the ticket.
  • Create Transaction
Menu
  • Refresh: Updates the display with changes made (e.g. transactions added).
  • View/Edit Subscribers:
    • Subscribers are the people who should receive notifications.
    • Emails are sent to all the subscribers based on their Internal/External setting.
    • The default subscribers are automatically added (e.g. user who created the ticket, the customer's contact person).
  • View Changelog: Displays the change log.

Fields and Sections Explained

Status Bar

Status Description
Status
  • A dropdown list of statuses.
  • The list of statuses depends on the type of ticket.
  • Statuses cannot be changed directly, only by adding a response or by using the Batch Update feature in List View.
Status NoteEnter any note on the Status Bar.
Remind @A calendar and time chooser to select a date and time to be reminded about the ticket.
ProjectedA calendar and time chooser to select a date and time by which the ticket should be closed.
RatingA star rating field. You can request the customers to rate the service and click the stars accordingly.

Header Information

Field Description
SM No.The ticket number which is automatically assigned.
Date & TimeThe date and time on which the ticket was created.
CustomerA dropdown list of customers for you to select one.
ContactA dropdown list of customers' contacts for you to select one.
RepA dropdown list of reps for you to select one.
CategoryA dropdown list of categories for you to select one.
ReferenceEnter a reference.
Lead Source
  • Applicable to sales tickets.
  • Provides a dropdown list of lead sources if a lookup list was created. Else you can enter the information.
Referred byProvides a dropdown list of contacts or users to select one.
Assign toThe person the ticket is assigned to.
Projected Value
  • Fields to enter the projected earnings. Applies to sales tickets only. There are two fields:
    • Once-off: Enter the amount that is earned for a once-off project.
    • Annual: Enter the estimated annual earnings from the client.

Responses

  • Expand (checkbox)
    • Checked: Expands the responses.
    • Unchecked: The responses are truncated.
  • Linked to (radio buttons)
    • Ticket: Displays only responses applicable to the current ticket.
    • Flow: Displays responses applicable to the entire transaction flow.
    • Customer: Displays all the interactions with the customer.

Lists all the ticket's responses.

Right-click a response to View/Edit Response or Delete Response.

Detail

  • This section displays summary information, including the status, date created and the Customer's contact details.
  • The information shown comes from a custom stored procedure and can be changed on request.

Linked Transactions

Info

The related transactions also link to the service ticket (Links (button)).

Service ticket responses can be viewed from linked Quotations by clicking Menu (button) > View SM Responses.

  • Ticket (radio button): Displays all the transactions that are related to the current ticket.
  • Customer (radio button): Displays all the transactions that involved the customer.
  • The list is truncated to show only the last ten of each different transaction.
  • The Menu (...) column has the following options:
    • Unlink Transaction
    • Open Transaction

Linked Tickets

  • Ticket (radio button): Displays all the tickets that are related to the current ticket.
  • Customer (radio button): Displays all the tickets that involved the customer.
  • The Menu (...) column has the following options:
    • Unlink SM Ticket
    • Open linked SM Ticket

Linked NCRs

Lists the Non-Conformance Reports created from the ticket, with their NCR No., Reference and Date. Double-click an NCR to open it.

Attachments

Lists the ticket's attachments and links. Right-click an attachment to:

  • Copy Link to Clipboard
  • Edit it
  • Delete it

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