Mobile App Service Manager Tutorial

Overview#

The mobile app opens in a browser on a mobile device or desktop computer. It links to the same database as BOS Professional.

If you are linked to more than one database, you select one when you sign in.

💡These tutorials explain how to manage service tickets from the Mobile App.

Tap means tap the screen, or left-click with your mouse if you use a computer.

How to View a List of Tickets#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. The app shows a list of open (Pending and Active) tickets that you have access to.
   • Note: To find a ticket, enter its ticket number or reference in the Search box.

How to Create a Service Ticket#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. Tap the + button.
4. On the Create Ticket popup, select a Category.
   • Note: The category is required, and the Customer field is only available once a category is selected. For internal-type tickets, no customer is selected.
5. Select the customer from the Customer dropdown list.
6. Select the contact person from the Contact dropdown list.
7. Select a Reference from the list, or enter a new one.
8. Tap Add (button).
   • Note: The new ticket usually opens on the Responses tab, with the response form open so you can add the first response (see How to Add a Response to a Service Ticket).
   • Note: The Rep, Due Date and Remind Date fields are only available when you edit the ticket.

How to Edit a Service Ticket#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. Tap an entry on the list and tap View Detail.
   • Note: You can also tap Edit Ticket on the menu to open the popup directly.
4. On the Information tab, tap the pencil icon.
5. Change any of the fields displayed on the popup (Category, Customer, Contact, Reference, Rep, Due Date and Remind Date).
6. Tap Save (button).
   • Note: The Save button is only available once you change something.
   • Note: If View all Customers is off for you and you change the Rep to someone else, the ticket is removed from your list. You return to the list of tickets.

How to Add a Response to a Service Ticket#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. Tap an entry on the list and tap View Detail.
   • Note: You can also tap Add Response on the menu and continue from step 6.
4. Tap Responses (tab).
5. Tap the + (Add Response) button next to the search box.
6. Select a response type from the list on the Select Response popup.
   • Note: Enter part of the name in the Search box to filter the list.
7. Select the Assign To user and the Status, if you want to change them.
8. For a printing-type response, enter the Description, Size and Qty, and add any parts and finishing (see How to Add Parts and Finishing to a Printing Response).
9. Note = Enter a note.
10. Tap Add (button).
    • Note: If you tap Cancel instead, the draft response that was created when you selected the response type is deleted.

How to Add Parts and Finishing to a Printing Response#

1. On the response form, tap Add Part (button).
2. Enter the part's details, such as the Description, Printing Front, Printing Back and Substrate.
3. Tap Save (button) on the part.
   • Note: Until it is saved, the part shows "Draft — save to make available for Finishing". A part can only be used for finishing once it is saved.
4. Tap Add Finishing (button).
5. Enter the finishing item's details and select the part it applies to from the Part dropdown list.
   • Note: The dropdown list only shows saved parts. If there are none, "Please save a Part first" appears.
6. Tap Save (button) on the finishing item.
7. To change or remove a saved part or finishing item, tap its menu (three dots) and select Edit or Delete.
8. Tap Add or Save (button) on the response form to save the response.

How to Edit a Response#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. Tap an entry on the list and tap View Detail.
4. Tap Responses (tab).
5. Tap the pencil icon next to the response.
   • Note: To find a response, enter part of its note, description, user or date in the Search box.
6. Change the Note and any other fields displayed on the Edit Response popup.
7. Tap Save (button).
   • Note: The Save button is only available once you change something.

How to View Transactions linked to the Ticket#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. Tap an entry on the list and tap View Detail.
4. Tap Transactions (tab).
5. The transactions appear for information only and cannot be edited. For Quotations and Work Orders, tap View Pdf (button) to open the transaction's PDF in a new tab.

How to View Linked Tickets#

1. Sign in to the Mobile App.
2. Tap SM on the Tile Menu.
3. Tap an entry on the list and tap View Detail.
4. Tap Tickets (tab).
5. A list of tickets appears if any tickets other than the one you are viewing are linked.
6. To open a linked ticket, tap View Ticket (button).