Service Manager Edit View

Overview 

The Service Manager is used 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

• Arrows: Navigates between service tickets.

• Output

  • Generates reports if templates have been 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.

• Edit: Allows the ticket to be edited.

• Delete: Deletes the service ticket.

• Save: Saves 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 users to select one.

  • Customer

    • Add a new Customer

    • Edit Customer

  • Responses

    • Provides a list of all the responses applicable to the ticket for users to select one.

    • Once selected, a form is opened where the response can be entered, the status set, and the ticket assigned.

  • Create Transaction

    • Quotation

    • Sales Order

    • Work Order (Design)

    • Work Order (Production)

• 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

  • 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 Note: A field to type any note on the Status Bar.

• Remind @: A calendar and time chooser to select a date and time to be reminded about the ticket.

• Projected: A calendar and time chooser to select a date and time by which the ticket should be resolved.

• Rating: A star rating field. Users can request the customers to rate the service and click the stars accordingly.

Header Information 

• SM No.: The ticket number which is automatically assigned.

• Date & Time: The date and time on which the ticket was created.

• Customer: A dropdown list of customers for users to select one.

• Contact: A dropdown list of customers' contacts for users to select one.

• Rep: A dropdown list of reps for users to select one.

• Category: A dropdown list of categories for users to select one.

• Reference: A field to enter a reference.

• Lead Source

  • Applicable to sales tickets.

  • Provides a dropdown list of lead sources if a lookup list was created. Else users can type the information.

• Referred by: Provides a dropdown list of contacts or users to select one.

• Assign to: The 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: Type in the amount that is earned for a once-off project.

    • Annual: Type 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.

Detail 

• This section displays summary information, including the status, date created, and the Customer's contact details.

• The information that is displayed is created using a custom stored procedure and can be changed upon request.

Linked Transactions

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.

• A right-click context menu 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.

• A right-click context menu has the following options:

  • Unlink SM Ticket

  • Open linked SM Ticket