Service Manager Tutorial

Overview#

• The Service Manager records issues and enquiries, such as sales, account and production queries, as service tickets (see Service Manager List View and Service Manager Edit View).
• Using the Service Manager needs Service Manager > Service Manager - Access Allowed. With View all Customers set to No, you only see the tickets where you are the rep (see User Access).
• The categories, statuses, responses and lookup lists are set up first (see Service Manager - Setup Tutorials).

💡These tutorials explain how to find, create and work on service tickets, notify subscribers, link transactions, tickets and NCRs, update tickets in a batch and view the User Activity report.

How to Find Service Tickets#

1. Set = Select a preset date range, or enter the dates in Date and to. The arrows move the dates backwards or forwards.
2. Select which date the range applies to:
   • SM Date: the date the ticket was created.
   • Due Date: the date by which the ticket must be closed.
   • Reminder: the ticket's reminder date.
3. User, Rep, Assign to, Customer and Category = Select a value to narrow the list (optional).
4. Check the Statuses and Severity to include.
5. Click View (button).

How to Create a Service Ticket#

1. Click New (button).
2. Category = Select a category. A ticket cannot be created without one.
3. Customer and Contact = Select the customer and the contact person. For an internal category, Contact = Select the staff member instead.
4. Reference = Enter a reference, or select one from the list.
5. Click Create Ticket (button). The ticket opens. If the category has a default response, it is already added.
6. Click Edit (button) and complete the other fields, for example:
   • Rep = Select the rep.
   • Assign to = Select the person who must handle the ticket.
   • Severity = Select the severity.
   • Due and @ = Select the date and time by which the ticket must be closed.
   • Remind and @ = Select the date and time to be reminded about the ticket.
   • On sales tickets: Lead Source, Referred by, Once-off and Annual = Enter or select them.
7. Click Save (button).

How to Add a Response#

1. Navigate to Main Menu > Office > Service Manager and double-click the ticket.
2. Click Actions (button) > Responses and select the response.
3. Note = Enter the response. For a printing response, complete the printing fields instead.
4. Set Status = Select the ticket's new status, if it must change.
5. Assign to = Select the person who handles the ticket next.
6. Start Timekeeping = Check it to start recording time against the ticket (optional).
7. Click Save (button).
   • Note: To change or delete a response, right-click it and select View/Edit Response or Delete Response. Changing another user's response needs Service Manager > Edit Responses created by other Users.

How to Notify the Subscribers#

1. Navigate to Main Menu > Office > Service Manager and double-click the ticket.
2. To check who receives the notifications, click Menu (button) > View/Edit Subscribers and add or remove people.
3. Click the arrow on Email (button) and select who to notify:
   • All: staff and the customer's contact people.
   • Internal: staff only.
4. Click Yes to confirm "Would you like to send a notification email?".

How to Create a Transaction or NCR from a Ticket#

1. Navigate to Main Menu > Office > Service Manager and double-click the ticket.
2. Click Actions (button) and select one of these:
   • Create Transaction: Quotation, Sales Order, Work Order (Design) or Work Order (Production). The new transaction is linked to the ticket.
   • Create a linked NCR, then the NCR category (see Non-Conformance Reports Tutorial).
   • Copy to a new Ticket: creates a new ticket from this one.
3. Confirm the message.
   • Note: Creating a transaction needs the New Allowed access of that module, for example, Quotations > New Allowed.

How to Link a Transaction or Ticket#

1. Navigate to Main Menu > Office > Service Manager and double-click the ticket.
2. In Linked Transactions or Linked Tickets, select Customer (radio button) to list all the customer's transactions or tickets.
3. Right-click the transaction or ticket and select Link Transaction or Link SM Ticket.
4. Confirm the message.
   • Note: To remove a link, select Ticket (radio button), right-click the entry and select Unlink Transaction or Unlink SM Ticket.

How to Add an Attachment#

1. Navigate to Main Menu > Office > Service Manager and double-click the ticket.
2. Click Actions (button) > Add Attachment/Link.
3. Add the file or link (see Attachments Tutorial).

How to Update Tickets in a Batch#

1. Select the tickets on the list (hold down Ctrl and click each one).
2. Click Actions (button) > Batch Update.
3. Select what to change and the new value:
   • Status
   • Assign to
   • Due Date (date and time)
   • Remind Date (date and time)
4. Click Update (button).

How to View the User Activity Report#

1. On the Service Manager list, click Menu (button) > Reports > User Activity.
2. Set = Select a preset date range, or enter the dates in Date and to.
3. Customer and User = Select a value to narrow the list (optional).
4. Click View (button). The report lists every response added in the period, with its ticket, customer, user and category (see User Activity Report).
5. To open a ticket, right-click the row and select Open SM Ticket.

The Budgets vs Actuals report is on the same menu (see Customer Budgets Tutorial).