Service Manager List View

Overview 

The Service Manager is used to manage issues or enquiries such as sales, account, and production enquiries. It has many customisation features which can be accessed from its Menu (button).

The List View displays a list of service tickets. It also links to all the customisation features.

Navigation: Main Menu > Office > Service Manager

Buttons Explained 

• Reset: Resets the data filters.

• Arrow on Reset button: Provides a list of pre-set date and status filters.

• View: Generates a list of service tickets based on the selected filters.

• New: Creates a new service ticket.

• Output

  • Generates reports if templates are linked.

  • Emails the responses for the selected records.

• Actions:

  • Batch Update: Allows all the selected records to be updated when Update (button) is clicked. The options are:

    • Status: Changes the status to the one selected from the adjacent dropdown list.

    • Assign to: Assigns the ticket to the user selected from the adjacent dropdown list.

    • Due Date: Changes the due date and time as selected on the adjacent calendar and time chooser.

    • Remind Date: Changes the reminder date and time as selected on the adjacent calendar and time chooser.

• Menu

  • Settings

    • Edit Categories

    • Edit Statuses

    • Edit Responses

    • Edit Lookup Lists

  • Reports

    • User Activity

    • Budgets vs Actuals 

  • Export

    • Email Excel

    • Export Grid

  • Layout

    • Save Grid

    • Save Grid (All Users)

    • Restore Default Grid (All Users)

Filters Explained 

• Set: Provides pre-set date options (e.g. Today, This month).

• Date ... to: Allows users to enter custom dates.

• Arrows: Adjusts the date in the direction of the arrow.

• Radio Buttons: Works with the date fields. Filters the records according to the selected radio button:

  • SM Date: The date the ticket was created.

  • Due Date: The date by which the ticket is due / should be resolved.

  • Reminder: The reminder date selected for the ticket.

• Dropdown lists: Provides dropdown lists for users to select tickets related to the specific:

  • User

  • Rep

  • Assign to

  • Customer

  • Category

• Statuses: Provides checkboxes to filter records based on their status groups. 

• Severity: Provides checkboxes to filter records based on their severity.

Fields Explained 

• SM No.: The ticket number.

• Severity: The ticket's severity level.

• Status: The ticket's status.

• Type: The ticket's type.

• Category: The ticket's category.

• SLA Hr/s: The Service Level Hours.

• Reference: The reference on the ticket.

• Company: The Customer or Supplier.

• Contact: The customer or supplier's contact person.

• Rep: The rep on the ticket.

• Lead Source: The lead source selected.

• Referred by: The person who referred the customer.

• Assign to: The user to whom the ticket is assigned.

• User: The user who created the ticket.

• Value Annual: The anticipated annual earnings from the customer.

• Value Once-off: The anticipated once off earnings from the customer.

• Date: The date on which the ticket was created.

• Time Created (@): The time when the ticket was created.

• Last (d): The number of days since the last activity on the ticket.

• Open (d): The number of days that the ticket has been open.

• Remind: The ticket's reminder date.

• Remind Time (@): The ticket's reminder time.

• Due Date: The ticket's due date.

• Due Time (@): The ticket's due time.

• Rating: The rating from the customer.

• Attachments: Displays a paperclip if there are attachments.

• Flow: The system-generated number for the transaction flow (all the linked transactions and tickets).

• From: The number of the transaction flow that was copied to create the current transaction flow.

• Updated by: The use who last updated the ticket.

• Updated: The date on which the ticket was last updated.

• Notification Email: The date on which the notification email was sent.

• Menu (...): A submenu with the following options:

  • Edit

  • Delete

  • Open Customer