SM Edit View

Edit View

ℹ️ Fields and tabs depend on the Category that is selected when a ticket is created.

Buttons Explained

• Arrows: Navigates between service tickets.

• Output: If templates are linked, allows them to be previewed, printed, or emailed (e.g. Project Plan, Project Progress).

• Email: A dropdown list to email All (staff and customer) or Internal (staff only). Once a selection is made, an email is opened with the header and notifications prefilled. The email can be viewed and edited before sending it. 

• New: Creates a new ticket.

• Edit: Allows the ticket to be edited.

• Delete: Deletes the ticket.

• Save: Saves any changes.

• Actions: Functions to deal with the ticket. See Actions Button Explained below.

• Start: Starts timekeeping for the selected response or task.

• Menu:

  • Refresh: Includes any changes made since the ticket was opened (e.g. updates timekeeping hours).

  • View/Edit Subscribers: Specifies who should receive email notifications about the ticket. The list automatically includes the person who created the ticket, the customer or supplier's contact person (external), the rep, and the person who the ticket is assigned to. 

  • View Changelog: Displays a list of all the changes made.

  • Open Timekeeping: Opens the timekeeping module.

  • Layout & Grids

Header Fields Explained

• Status: A dropdown list of statuses to select one.

• Status Note: An optional status note can be entered on the bar. 

• Remind: Calendar to select a reminder date for the next action. 

• @: Time chooser to select a time for the reminder.

• Due: The Date by which the issue must be resolved. 

• @: The Time by which the issue must be resolved.

• Rating: An option to ask the customer to rate the service and select the stars.

• SM No.:  The ticket number which cannot be edited.

• Created: The Date and Time the ticket was created which cannot be edited.

• Customer: A dropdown list of customers to select one.

• Contact: A dropdown list of the customer's contact people to select one. Automatically selected if there is only one linked contact person.

• Rep:  Automatically set to the Rep who is linked to the Customer else provides a dropdown list of reps for selection.

• Category: The category that was selected when the ticket was created. / A dropdown list of Categories to change the category.

• Reference: The reference that was selected or entered when the ticket was created.

• Department: A dropdown list of departments for selection.

• Assign to: A dropdown list of users to assign the ticket to.

• Severity: A dropdown list to select a severity level for the ticket. The options are Low, Medium or High.

• Hr/s:  A field to fill in the estimated number of hours dealing with the issue will take.

Additional fields for Sales Tickets:

• Lead Source: A dropdown list of lead sources. The dropdown list is created from the Default View > Menu (button) > Edit Lead Source lookup.

• Referred by: A list of contacts which includes staff and customers to select the person who referred the potential customer.

• Once-off: The potential income that will be earned once.

• Annual: The potential annual income.

• Probability %: The probability of a successful sale.

Actions Button Explained

ℹ️ The functions available on Actions (button) differ depending on the selected Category and the Service Manager setup. 

• Add Attachment/Link: Adds a file or a link to the file.

• Subscribe: Subscribes the user clicking the button.

• Unsubscribe: Unsubscribes the user clicking the button.

• Copy to a new Ticket: Copies the ticket to create a new ticket.

• Add / Remove Project: Adds or removes a project.

• Create a new NCR: Creates a non-conformance report (NCR).

• Contact

  • Add new Customer: Adds a new customer.

  • Edit Customer: Opens the customer account for editing.

  • Add Contact: Adds a new contact person.

  • Edit Contact: Opens the contact account for editing.

• Create Transaction: Creates a transaction from the ticket information. For example:

  • Quotation

  • Sales Order

  • Work Order 

• Create Quotations from Projects: Creates a transaction using the project details. For Example:

  • Quotations (QT)

• Create Progress Invoice from Components: Creates an invoice to invoice the difference between the percentage complete and percentage invoiced on the Components tab. For example:

  • Customer Invoices (CI)

Additional Ticket / Project Information

Tabs Explained

ℹ️ For certain tickets, there are no tabs. Only the information from the Detail tab is displayed.

• Responses (button):  The responses are user-defined, here are some examples: (See Service Manager Setup.) The ticket's status can be changed by adding a response and selecting a new status.

  • Call

  • In Production

  • Meeting

  • Message

  • Note

  • Order Received

  • Quotation

  • Task

• Detail (tab): 

  • Expand (checkbox): If checked, expands the responses.

  • Response: Responses added to the ticket as per the selected radio buttons:

    • Ticket: Only responses relating to the specific ticket are shown.

    • Flow: All responses for the transaction and ticket flow are shown. (A flow consists of all linked transactions and tickets.)

    • Company: All responses for the Customer or Supplier are shown.

  • Detail: A notepad with information about the ticket.

  • Transactions (tab): Transactions are displayed based on the selected radio button:

    • Ticket: Only displays transactions related to the ticket.

    • Company: Displays all transactions for the Customer or Supplier.

  • Timekeeping (tab): Timekeeping records are displayed based on the selected radio button:

    • Ticket: Only displays records related to the ticket.

    • Trans: Displays all the records related to the linked transactions.

  • SM Tickets (tab): Displays a list of tickets based on the selected radio button:

    • Ticket: Only displays transactions related to the ticket.

    • Company: Displays all transactions for the Customer or Supplier.

• Components (tab): Displays the components and includes columns for percentage complete (%Complete) and percentage invoices (%Invoiced). 

• Project (tab): Displays all the project tasks, with estimated start dates and times.

• Gantt (tab): Displays the tasks and marks their times and durations on a calendar.

Add Responses Explained

• Responses are displayed in date order (latest first). 

• Users may Edit or Delete their own responses by right-clicking a response and selecting the applicable action from the context menu:

  • View/Edit Response: Opens the response to edit it or to view the full response.

  • Delete Response: Deletes the response.

•  Administrators can Edit and Delete Responses from all Users (right-click the response and select View/Edit Response from the context menu). 

•  The ticket's Status can only be updated when a response is added using Actions (button) and not when a response is edited.

•  Data Types can be linked to Responses.

•  Pre-written Notes can be added to Responses.

• When adding a response, a form is displayed that includes the following options:

  • Note: An area to type a note.

  • Assign to: A dropdown list of users to assign the ticket to someone.

  • Set Status: The available Statuses. Users can click a status to select it.

  • Set Class: Allows a different class or category to be selected.

  • Format: Removes blank lines and double spaces.

  • Start Timekeeping: Starts the timekeeping for the response.

  • Arrows: Navigates between responses.

  • Delete: Deletes the response.

  • Save: Saves any changes.

  • Close: Closes the Add Response popup.

Additional Tabs on Detail Page or Tab

ℹ️ These tabs are displayed on the right of the detail tab, or main page if there is only one page.

Transactions (tab)

ℹ️ When a Transaction Status change triggers an update to the linked Service Ticket, the ticket's Status is only updated if the new Status is above the current Status (e.g. Pending can become Active, but Active will not be changed back to Pending).

• 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 Metre Reading is also displayed. 

• Right-click a transaction to open the context menu with the following items: 

  • Link Transaction: Links the transaction. Is displayed if the transaction is unlinked.

  • Unlink Transaction: Unlinks the transaction. Is displayed if the transaction is linked.

  • Follow-up: Opens a list of responses for users to select one.

  • Open Transaction: Opens the transaction.

Timekeeping (tab)

ℹ️ Lists timekeeping transactions that are linked to the ticket or linked transactions.

• Filters:

  • Expand: Expand the displayed details.

  • Ticket: Lists timekeeping records linked to the ticket.

  • Trans: Lists timekeeping records linked to the transactions.

• Context Menu (right-click) > Open Timekeeping: Opens the timekeeping record in the timekeeping module.

SM Tickets (tab)

• Filters: 

  • Ticket: Lists all the tickets related to the ticket being viewed. Might only display the current ticket number.

  • Company: Lists all the tickets created for the same Customer or Supplier.

• Context Menu:

  • Link SM Ticket: Links the ticket to the SM ticket you are accessing the tab from.

  • Open linked SM Ticket: Opens the SM ticket.

Transactions Linked to the Service Manager

• From editing or creating a transaction, users can click Links (button) and select the entry starting with SM to open the linked Service Manager ticket.

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

• To link a transaction to the service manager: from editing or creating a transaction click Actions (button) > Update Transaction > Link Transaction to an SM. 

Related Topics

• Reference: Service Manager (settings and information)

• Reference: SM List Views

• Reference: SM Assets

• Reference: SM Classes

• Reference: SM Notifications

• Reference: SM Projects

• Reference: SM Reports

• Reference: SM Setups

• Reference: SM Timekeeping