Service Manager - Setup Tutorials

Overview#

• Before staff use the Service Manager, set up its categories, statuses, responses and lookup lists (see Service Manager - Setup and Settings, and Setup Example for a worked example).
• Categories, statuses and responses are edited in the Setup Service Manager window, which has a tab for each. Setting them up needs Service Manager > Settings - Access Allowed.

💡These tutorials explain how to give staff access to the Service Manager and set up its categories, statuses, responses and lookup lists.

How to Give Staff Access to the Service Manager#

1. Navigate to Main Menu > Office > My Organisation > Staff (tab) and double-click the staff member.
2. Click Settings (tab) and enter Service Manager in the search block.
3. Set the settings in the Value column:
   • Service Manager - Access Allowed = Select Yes to let the staff member use the Service Manager.
   • View all Customers = Select Yes to show all tickets, or No to show only the tickets where the staff member is the rep.
   • Deleting - Access Allowed = Select Yes to let the staff member delete tickets.
   • Edit Responses created by other Users = Select Yes to let the staff member change other users' responses.
   • Settings - Access Allowed = Select Yes for the staff members who set up the Service Manager.
   • Default Data Filter = Select the filter the list opens with:
     • Today
     • All Pending
     • All Active
     • All Pending & Active
4. Click Save (button).

How to Create Categories#

1. On the Service Manager list, click Menu (button) > Settings > Edit Categories. The Categories tab opens.
2. Click New (button) and fill in the fields:
   • Description = Enter the category name.
   • Type = Select the type of ticket:
     • Internal: internal issues and processes, with a staff contact.
     • Customer: customer queries.
     • Customer (Account): account queries. Tickets can also be created from the Customer Age Analysis.
     • Sales: sales enquiries, with Lead Source, Referred by and the projected values.
   • Default Response = Select a response that is added to every new ticket in this category (optional).
   • Severity = Select the default severity.
   • SLA Hr/s = Enter the hours within which a ticket must be closed.
   • Colour = Select the colour of the category on the list.
3. Click Save (button).
   • Note: A category that is in use cannot be deleted: the message "Deleting not allowed, the selected Category is in use." appears.

How to Create Statuses#

1. On the Service Manager list, click Menu (button) > Settings > Edit Statuses.
2. Click New (button) and fill in the fields:
   • Description = Enter the status name.
   • Group = Select the status group:
     • Pending
     • Active
     • Complete
     • Cancelled
     • Note: Tickets in a Complete or Cancelled status can no longer be edited.
   • Colour = Select the colour of the status.
   • Notification = Select who is emailed when a ticket gets this status:
     • None: nobody.
     • Internal: staff only.
     • All: staff and the customer's contact people.
3. Click Save (button).
4. To change the order of the statuses, right-click a status and select Move Up or Move Down.
   • Note: A status that is in use cannot be deleted.

How to Create Responses#

1. On the Service Manager list, click Menu (button) > Settings > Edit Responses. The Responses tab opens.
2. Click New (button) and fill in the fields:
   • Caption = Enter the name of the response, as it appears in the Actions menu.
   • Input = Select None, or Printing for printing enquiries.
   • Type = Select the type of ticket the response is for, or All.
   • Group = Enter a group name to show the response in a submenu (optional).
   • Set Status = Select the status the response sets, or Unchanged.
   • Assign to = Select the staff member the ticket is assigned to (optional).
   • Transaction and Trans Status = Select a transaction type and status to add this response automatically when a linked transaction reaches that status (optional).
3. To add a standard text to the response, right-click it and select View/Edit Note. Click Preview (button) to show the notes.
4. Click Save (button).

How to Edit the Lookup Lists#

1. On the Service Manager list, click Menu (button) > Settings > Edit Lookup list and select the list:
   • Reference
   • Lead Sources
   • Printing Size
   • Printing Parts
   • Printing Ink
   • Printing Substrate
   • Printing Finishing
2. Enter the entries, one per line.
3. Save and close the editor. The entries appear in the dropdown lists on the tickets.