Overview 

The Service Manager is used to manage issues or enquiries such as sales, account, and production queries.

The service manager can be customised using the settings and features explained on this page.

Navigation: Main Menu > Office > Service Manager List View > Menu (button)

Settings 

General Settings 

Navigation: Main Menu > Setup > settings & Defaults > Settings (tab)

• Service Manager > Category for Sales Reporting:  Select one of these options:

  • None

  • Customer

  • Material

  • Job

• Service Manager > Enable editing Status and Assign to: Select Yes or No from the dropdown list.

• Service Manager > Sales Messages:

  • Click Edit in the Value column.

  • Move Email Templates from the Available to the Selected section to include them.

  • Move Email Templates from the Selected to the Available section to exclude them.

  • The Email Templates are personalised Sales Messages with Data Tags that can be sent out directly from the Service Manager (e.g. Follow-up email). They are created from the Email interface - see screenshot below.

User Settings 

Navigation: Main Menu > Office > My Organisation > Staff (tab) > Double-click a name > Settings (tab)

• Service Manager > Default Data Filter: Select one of these options for the default display:

  • Today

  • All Pending

  • All Active

  • All Pending & Active

• Service Manager > Deleting - Access Allowed: Options are Yes or No. Select Yes to allow access.

• Service Manager > Edit Responses created by other Users: Options are Yes or No. Select Yes to allow access. 

• Service Manager > Service Manager - Access Allowed: Options are Yes or No. Select Yes to allow access. 

• Service Manager > Settings - Access Allowed: Options are Yes or No. Select Yes to allow access. Refers to the settings available from the Service Manager's Menu button. 

• Service Manager > View all Customers: Options are Yes or No. Select Yes to allow access. Select No to limit the user to tickets where they are the rep.

Categories

Categories are used to sort and organise service tickets. Category settings also determine what happens when a ticket is first opened.

• Description: A field to describe the category.

• Type: Provides a dropdown list to select one of these types:

  • Internal: Used to resolve internal issues or processes.

  • Customer: Allows a customer to be selected on the ticket. Used for customer queries.

  • Customer Account: Used for customer account queries such as following up on unpaid accounts. If selected, a ticket can be created from the Customer Age Analysis.

  • Sales: Hides the Severity and SLA Hr/s fields. Displays the following fields:

    • Lead Source

    • Referred by

    • Project Values once-off and annual

• Default Response: Provides a dropdown list to select a response that is automatically added when a new ticket is created.

• SP for Detail: A field to enter the name of a custom Stored Procedure which generates the information that appears on the Detail section. (Input = TICKETID Integer; Output = NOTE blob) The NOTE parameter can return rich text or plain text.

• Severity: An icon which sets the default severity for the ticket. The options are:

  • Low (Yellow)

  • Medium (Green)

  • High (Red)

• SLA Hr/s: The service level hours in which the SM ticket must be resolved.

• Colour: A colour picker to select the colour that is displayed in the list of tickets. Used to make it easy to spot tickets in specific categories.

• Menu (...): Click the last column to display an X. Click the X to delete the category. Categories that have been used cannot be deleted.

Statuses

Statuses are used to manage tickets from inception to completion.

An unlimited number of statuses can be created; however, each status must be linked to a group. When the ticket has a status that is in the Complete or Cancelled groups, it can no longer be edited.

Additional people can be added to receive notifications from within a ticket > Menu (button) > View/Edit Subscribers.

• Description: A field to enter a description of the status.

• Group: A dropdown list of status groups to select one. The options are:

  • Pending

  • Active

  • Complete

  • Cancelled

• Colour: A colour chooser to select a colour for the status.

• Notification: A dropdown list of options to send notifications. The options are:

  • None: Nobody is notified.

  • Internal: Only staff are notified.

  • All: Staff and the applicable customer's contact people are notified.

• Menu (...): Options to:

  • Move Up: Move the status one line higher.

  • Move Down: Move the status one line lower.

  • Delete: Delete the status if it has not yet been used.

Responses

Responses are the information that is added to the ticket. It can also control the process, by automatically setting statuses and assigning the ticket.

• Caption: A field to enter a name for the response.

• Input: Select None or Printing. Printing is used for printing enquiries.

• Type: Select a type from this list:

  • Internal: Used to resolve internal issues or processes.

  • Customer: Allows a customer to be selected on the ticket. Used for customer queries.

  • Customer Account: Used for customer account queries such as following up on unpaid accounts. If selected, a ticket can be created from the Customer Age Analysis.

  • Sales: Hides the Severity and SLA Hr/s fields. Displays the following fields:

    • Lead Source

    • Referred by

    • Project Values once-off and annual

• Group:

  • Enter a group name (optional).

  • If names are used, menu groups are created in the Actions menu which is helpful if there are many responses.

  • Leave the column blank to avoid using sub-menus.

• Set Status:

  • Provides a dropdown list of statuses to select a status for the response.

  • Select Unchanged if the status should not change.

  • Statuses can also be changed manually in the Response edit form.

• Assign to: Provides a dropdown list of staff to select a staff member to assign the ticket to.

• Transaction:

  • Links the transaction to the ticket.

  • Provides a dropdown list with these options:

    • Sales Orders

    • Quotations

    • Work Orders.

• Trans Status:

  • Provides a dropdown list of statuses for the transaction selected in the preceding column.

  • This feature is used to automatically add a response to the ticket when the transaction is updated to the selected Status.

• Menu (...): 

  • • View/Edit Note: Allows a note to be added to the response which saves the person from typing the response. Notes can be displayed below responses by clicking Preview (button) on the top row.

    • Delete: Deletes the response if it has not yet been used.

Lookup Lists

Lookup lists speed up completing a ticket. For example, instead of typing a reference, users select one from a dropdown list. 

Lookup lists are created by typing in the words or phrases on a notepad, one entry per line.

The following lookup lists can be created from the List View Menu button:

• Reference: Used to complete the reference field on the ticket.

• Lead Sources: Used to identify lead sources on sales tickets.

• Printing Size

• Printing Parts

• Printing Ink

• Printing Substrate

• Printing Finishing

The printing lists are used to complete a printing enquiry: