Service Manager (SM)

Overview

The goal of this module is to record Service tickets and have as much information at hand as required to resolve the Ticket efficiently. Create Service Tickets, add Responses, link Transactions and set Reminders. This module can be used in various scenarios, but there is a strong focus on the functionality required to service Machines, Equipment, Properties or Vehicles, basically any type of Asset that requires maintenance and servicing. For this reason, an Asset can be linked to a Service Ticket. If the Asset links to Meter Data, the Meter Data will also be displayed with an option to record the current reading.

Tickets can be linked to Customers or flagged as Internal. When an Asset is selected, the Customer linked to the Asset is automatically assigned to the Ticket. If a Customer is not linked to the Asset, it is assumed to be an Internal Ticket.

The Reference field is used to add a short note that can be used to find the ticket later. It is displayed in the list view where it is included in the grid search.

By default, the Service Manager list view is ordered by Status, Category and Company.

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

Batch Update functionality is available from the List View - click Actions (button) > Batch Updates. Administrator and Batch Update Access is required. 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
Rating
Entity

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 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.

Data Filter

Functionality is provided to filter tickets on Date (SM Date or Due Date), User, Rep, Assign To, Customer, Category, Asset, Status, Entities, Departments and Severity. The default filter is Status = Active.

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

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.

Departments

If multiple Departments are linked to the database, SM Tickets also need to 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. Users with Administrator rights are able to click the Edit button to make changes to a read-only Ticket.

If the Notification column linked to a Status is checked, 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 Customer Contact.

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
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

Status
Status Note
Remind - Set a Reminder for when the next action is required
Due - The Date by which the Service needs to be completed.
Created - The Date and Time the ticket was created.
Customer - Select from a lookup list
Contact - Select from a lookup list - the Contact is automatically selected if only one contact is linked to the Customer.
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.
Detail - Custom information on the linked Customer and Asset - See Categories below.
Meter - Enter the Meter Reading for Mono, Colour, Scan - When the Meter Reading fields are blank, they are highlighted in Red.
Attachments/Links - Displayed on the right of the header, 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 Customer.

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

Caption
Group - This field is used to create menu groups, useful when lots of different Responses are used. Leave the Group blank to avoid using sub-menus.
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.

Asset

Select from a lookup using the Code/Serial No./Reg. No. or a Description of the Asset. The list is filtered to the Item Categories where Input = Assets. If the Asset Item is linked to Meter Data, then you will be able to update the Meter Reading on the Ticket. Once selected, the Asset includes the Serial No. (Code) in the List View.

Transactions

Filters can be used to display all the Transactions linked to the Ticket, Asset or Customer 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.

SM Tickets

Lists all the SM Tickets that are directly linked to the Ticket, linked to the Asset (If applicable) or linked to the Customer. 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

Costing (Parts)

A list of linked Parts is displayed by default, including the Usage since the last Issue/Purchase. Double-click and Item to open the Item Dashboard.

Multi-select and click the order button (Caption = Transaction Code) to place an Order or Issue the selected Parts.

Meter Data

A Filter is provided to view Meter Data linked to the Ticket or all the Meter Data linked to the Machine. You can turn the Meter Data on/off using the Setting below.

Timekeeping

Timekeeping functionality is provided by the Service Manager. This can be done by clicking the Start/Stop button or selecting Start/Stop Timekeeping when you add a Response.

Service Tickets with active timekeeping are highlighted in yellow in the list view. A warning message is displayed when you close a ticket with an open timekeeping record. The Show Hr/s filter can be checked to view actual Hours logged against Tickets in the List View.

Setting up

Click the Menu button to access the following functions:

Edit Categories
Edit Statuses
Edit Responses
Edit Preset Notes
Edit Reference Lookup

Status

The Status list is an ordered list. Statuses can be linked to colours. The Status filter works on the Group to which the Status is linked. When an SM Ticket is in the Complete or Cancelled group, the Ticket is set to read-only.

General Settings

SM > Default: Transaction that is used to procure materials (Parts/Spares) - This setting selects the Transaction used to Purchase or Issue Items that are tracked on their Yield. It is used when you multi-select Parts to Issue/Purchase them.

Role Settings

SM > Default: Transaction Type IDs (eg. '=2', 'in (1,23) )
SM > SM - Access Allowed - Administrator rights are required to

Update Settings in the SM module
Delete Responses from all Users
Delete Tickets
Edit read-only Tickets - Click the Edit Button which is only visible to Administrators on read-only Tickets

User Settings

Other > Batch Updates - Access allowed - Y/N (Default = No)

Notifications

Status Change Notification

This notification is sent out when the Status of a Service Ticket is changed and contains all the details linked to the Service Ticket. Users are able to preview and edit the Email addresses before sending. See SM Status Settings.

BOS Server Notifications

SM Notifications can also be sent from BOS Server. The Notifications will be sent according to Settings > Notifications which allows you to allocate Customer, Supplier and Staff Contacts to standard Notifications.

SM Daily Internal Summary

This notification is intended for internal use.

This notification includes the following bands:

Summary of yesterday's Service Tickets, grouped by User
Summary of yesterday's Service Tickets, grouped by Assign To
Detail of yesterday's Service Tickets
Summary of Active Service Tickets, grouped by Assign to

SQL for setting up the Email Notification in BOS Server

select

C.EMAIL_TO,

C.EMAIL_CC,

C.EMAIL_BCC,

C.SUBJECT,

C.BODY

from CSM_DAILY_SUMMARY C

SM Daily Customer Summary