Service Manager (SM)

Batch Updates

Batch Update functionality is available from the List View - click Actions (button) > Batch Updates. Fields that can be updated include:

• Status - Responses are added when the Status is updated.

• Assign to - Responses are added when the Assign to is updated.

• Category

• Due Date 

• Remind Date 

• Rating

• Entity

• Department

• Class - this will set the Category and Status to same-name equivalents in the new Class. The Batch Update will only be applied if the following Class settings are the same: Contact, Components, Projects and Type.

Subscribers

When the Service Ticket is emailed, it is sent to the list of Subscribers which is automatically updated as follows: Internal: SM Creator, Rep, Assign to, Response Creators and External: Customer/Supplier  Contact.

Click on Menu (button) > View/Edit Subscribers to add or remove emails from the Subscriber list or to set Subscribers to, for instance, Notifications = None

The logged-in user can also use Action > Subscribe/Unsubscribe to update the Subscriber list.

Click the Email (button) to send details of the selected Ticket to the Subscribers linked to the Ticket. 

Data Filter

Functionality is provided to filter tickets on Date (Created, Reminders or Due), User, Rep, Assign To, Company, Class, Asset (when applicable), Status, Entity and Severity. 

The default filter displays all the Pending and Active Service Tickets.

You are also able to search for a ticket by SM No. using the search control next to the View button.

A text Search is provided to search the Responses. Only the first 100 records that match the string will be displayed.

Entities & Departments

If multiple Entities are linked to the database, SM Tickets also need to be linked to an Entity. By default, the first Entity linked to the User who creates the Ticket will be assigned. 

If a User is not linked to an Entity, the Entity needs to be manually assigned. A warning is displayed if the Entity is blank. 

SM Tickets can optionally be linked to a Department.

Status

The Ticket Status is used to move the Ticket along from start to completion and to measure the progress along the way and can only be updated when a Response is added.

When a Status is set to a Cancelled or Complete Status (Group), the SM Ticket will be read-only. 

If the Notification column linked to a Status is set to Internal or All, you will be prompted to email a Notification when the Ticket is changed to that Status. You can preview the Email first and edit the email addresses. Options include None, Internal and All - the last option includes the Contact.

When you click the Email button, you are prompted to select Internal or All. 

Note: Status and Category cannot be deleted from Settings if they are in use.

Actions 

Click the Actions button to open a menu which contains the following:

• Copy to SM Ticket - You will be prompted to select the Category on the new Ticket.

• Add Attachment/Link - Opens a modal form where you can add a description and a URL to a file stored in an online location, like Google Drive. 

• Responses - Select from a list of Responses to add to the Ticket. 

• Transactions - Select from a list of Transactions to create and link to the Ticket. Items that are (multi) selected in the Parts/Spares list will be added to the Transaction.

• Add a Contact - This procedure allows you to add a contact which is then assigned to the Ticket

• Edit the Contact - This allows you to edit the selected contact.

Header Fields: Edit View

• Status

• Status Note 

• Remind - Set a Reminder for when the next action is required. Cannot be backdated.

• Due - The Date by which the service needs to be completed. Cannot be backdated.

• Created - The Date and Time the ticket was created.

• Company - Select from a lookup list

• Contact - Select from a lookup list - the Contact is automatically selected if only one contact is linked to the company.

• Rep - Automatically set to the Rep who is linked to the Customer.

• Response Hr/s - When the Response Hr/s is updated, it sets the Due Date on the Ticket. The Due Date can be manually changed, however.

• Severity - The Severity sets the urgency of the Ticket to Low, Medium or High and updates response time in Hr/s. The Response (Hr/s) can be changed on the Service Ticket. 

• Category - When a Category is selected, the Severity will be updated - the Severity can be changed on the Service Ticket. Colour can be linked to a Category. Categories can be changed in a Service Ticket. The defaults linked to a Category are only applied once when the SM is created, however.

• Detail - Custom information on the linked Customer and Asset.

• Attachments/Links - Displayed below the Responses (bottom-right) and visible only if they have been added to the Ticket.

• Last (d) - Days since the last Response

• Open (d) - Days since the ticket was created.

• Entity

• Department

Responses

Users can Add Responses and Edit or Delete their own Responses. Responses are displayed in descending date order (latest first) and can be filtered on Ticket (Default), Flow  (all the linked SM Tickets), Asset (If an Asset is linked to the Ticket) or Company.  The Ticket and Flow filter above the Responses also applies to Attachments. The Flow filter includes the Transaction flow as well as the flow of SM Tickets. 

A Delete button is provided in the Responses dialogue. This effectively gives you a Cancel option after selecting an incorrect Response. 

Update a Class in the Response dialogue.  You are able to set the new Status and Assign the ticket at the same time. Click the Set Class (button) on the Response dialogue to enable the Category lookup. If you select a Category in a different Class, the Status lookup will be updated for the selected Class. 

Standard Responses can be set up using the Menu (button) > Setup Responses. Fields include:

• Caption

• Set Status - Select from an SM Status or select Unchanged. When the Response is added, the Status will be updated accordingly. You are, however, able to change the Status in the Response edit form.

• Note - Right-click the Response and select View/Edit Note. A Preview of the Note is displayed by default.

• Input Fields - Right-click a Response and select View/Edit Input Fields. This option allows you to edit a Response using a user-defined Input form instead of a free-text Note.

• Assign to - Select the User that the SM will be assigned to when the Response is added.

• Transaction - Used to add the Response when the Transaction Status is updated to the Status selected in the Trans Status column.

Note

• Administrators can Edit and Delete Responses from all Users. 

• Click the Format (button) to remove blank lines and double spaces. 

• Preset Notes can also be added to Responses.

• The Status can not be updated when you Edit a Response - the Status can only be updated when you add a Response from the Action menu.

• Data Types can be linked to Responses. 

Transactions

Filters can be used to display all the Transactions linked to the Ticket, Asset or Company at a header or at an item level. When Transactions are displayed at an item level, the linked Meter Reading is also displayed. Right-click on a Transaction to open the context menu with the following items: 

• Open Transaction

• Unlink Transaction

• Link Transaction

Note 

• Use the Links button on Transactions to drilldown to an SM Ticket.

• When a Transaction is copied, the link to the SM Ticket is also copied.

• Transactions - Functionality has been added to link a Transaction to an SM - See Actions > Update Transaction > Link Transaction to an SM 

SM Tickets

Lists all the SM Tickets that are directly linked to the Ticket, linked to the Asset (If applicable) or linked to the Company. When you create a new SM, the system checks for existing Active or Pending SMs linked to the same Asset and provides an option to open the existing SMs. 

Meter Reading is also displayed. Right-click on a Transaction to open the context menu with the following items: 

• Open Ticket

• Unlink Ticket

• Link to Ticket

Setting Up

Click the Menu (button):

• Service Manager - Classes, Groups, Projects, etc.

• Edit Reference lookup

• Edit Lead Source lookup

• Edit Reminder Colours

General Settings (Service Manager)

• Heading for Service Ticket Notification

• Category used for Accounting Queries

User Settings (Service Manager)

• Service Manager - Access Allowed (Y/N)

• Settings - Access Allowed (Y/N)

• Deleting - Access Allowed (Y/N)

• Batch Updates - Access Allowed (Y/N)

• Edit Responses created by other Users (Y/N)

• Edit Complete or Cancelled Service Tickets (Y/N)

• View all Customers (Y/N)