Service Manager - Classes

Class Fields

• Description 

• Projects - Enable Project functionality

• Components - Enable Components

• Contacts - Select from Internal, Customers, Suppliers

• Type - Select from Default, Sales, Accounts

• Asset Categories - Right-click to View/Edit Asset Categories - the Item Categories which hold the Assets you need to manage.

• Transactions - Right-click to View/Edit Transactions that can be created from the selected Class.

• Messages - Right-click to View/Edit Messages (Email Templates)

• SP for Detail - Add the name of a stored procedure that generates content for the Detail tab.

Contacts

• Internal - Linked to a Staff member.

• Customer - Linked to Customer and Contact

• Supplier - Linked to a Supplier and Contact

Types 

The Type setting is used to enable certain fields and functionality as well as how the ticket can integrate with other modules. 

Sales

The Sales type enables you to handle your Sales Opportunities throughout their lifecycle, from creation to finalization. 

Statuses are used to manage the milestones of your Sales Opportunities - easily add a default Status list from Prospect to Post-Purchase.

The Sales type enables the following fields:

• Referred By

• Lead Source 

• Projected (Once off)

• Projected (Annual)

• Probability % - The caption is % in the List View. 

Accounts

The Accounts type provides the functionality to follow up on Accounts by interacting with the SM module from the Customer Age Analysis. See Customer Age Analysis 

Status

The Status list is an ordered list linked to a Class. See the Class filter next to the Edit button. 

Statuses can be linked to colours. The Status filter works on the Group to which the Status is linked. 

A Status cannot be deleted from Settings if they are in use.

An option to set the Status on a Ticket is available when it is copied to a new Class. 

Categories

 The Categories are used to extend a Class. See the Class filter next to the Edit button. 

• Description - A Description of the Fault / Issue

• Default Response - Specifies the default Response that will be created on a new SM Ticket.

• Severity - High, Medium, Low

• SLA Hr/s - The hours in which the SM ticket needs to be resolved.

• Colour - The colour will be used as a background in the list view for easy sorting of Tickets.

A Category cannot be deleted from Settings if it is in use.