Classes are a settings group for Service Manager.
Statuses, Categories, Responses and Project Templates are all linked to Classes.
Table of Contents
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.
Internal - Linked to a Staff member.
Customer - Linked to Customer and Contact
Supplier - Linked to a Supplier and Contact
The Type setting is used to enable certain fields and functionality as well as how the ticket can integrate with other modules.
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.
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
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.
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.