Embedded Files
Overview
Overview
The Service Manager is used to record and resolve Service Tickets. Users may create Service Tickets, add Responses, link Transactions and set Reminders.
This module is also used to manage Projects and Assets (e.g. machines, equipment, properties, or vehicles). Provision is also made to record metre readings.
Tickets can be linked to Customers, Suppliers, or flagged as Internal.
If 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 becomes an internal ticket.
Table of Contents
List View: Default View
List View: Default View
Buttons Explained
Buttons Explained
View: Generates a list of service tickets based on the selected filters.
Arrow on View button: Quick navigation to certain status and date filters.
New: Creates a new service ticket.
Output: Generates templates if linked (e.g. Project Plan, Project Progress).
Actions > Batch Update: Updates all the selected records when Update (button) is clicked with the option selected. The options are:
Status: Sets the status for the Class selected from the first dropdown list to the Status selected from the second dropdown list.
Assign to: A dropdown list of Users to select someone to assign the ticket to.
Category: Sets the category for the Class selected from the first dropdown list to the Category selected from the second dropdown list.
Due Date: Sets the due date and time to the ones selected in the adjacent blocks.
Remind Date: Sets the reminder date and times to the ones selected in the adjacent blocks.
Entity: Only applicable if multiple Entities are created in which case it is mandatory. The user's entity (person creating the ticket) is automatically selected but can be changed by selecting a different entity from the dropdown list.
Department: Sets the department to the one selected from the dropdown list.
Class: Sets the Class to the one selected from the dropdown list. Classes can only be updated if the following Class settings are the same: Contact, Components, Projects, and Type. The Category and Statuses are set to the same-name equivalents in the new Class.
Menu:
Reset Data Filters: Resets the data filters for the report.
Views: Switches to the selected display.
Default
Board (Status)
Board (Projected)
Reports: Switches to the selected report.
Component Summary
Project Summary
Activity
Sales Trends
Sales Comparison
Customer Heat Map
Settings: These settings are used to manage the Service Manager.
Edit Reference lookup
Edit Lead Source lookup
Edit Reminder Colours
Export
Export Grid
Email Excel
Filters Explained
Filters Explained
Set: Date options including No Date to display all the tickets.
Arrows: Adjusts the dates forwards or backwards.
Date: Fields to refine the date selections.
Radio Buttons: Works with the date fields.
Created: Displays tickets created within the selected date range.
Reminders: Displays tickets that have reminder dates within the selected date range.
Due: Displays tickets that have due dates within the selected date range.
User: A dropdown list of users to select a specific user or all.
Rep: A dropdown list of reps to select a specific rep or all.
Assign to: A dropdown list of users to select a specific user or all.
Company: A dropdown list of Customers or Suppliers to select a specific company or all.
Class: A dropdown list of classes to select a specific class or all.
Asset: A dropdown list of assets to select a specific asset or all.
Status checkboxes: Includes only the checked statuses. If none are checked then all the statuses are included.
Severity: Includes only the checked severity levels (Low, Medium, or High). If none are checked then all the levels are included.
Search Explained
Search Explained
SM No.: Allows users to find a specific SM ticket (type the number in SM No. block and click View (button).
Search (button) next to View: A text search that searches only the Reference column. Only the first 100 records that match the string are displayed.
Search field above the field headings: Finds any records that match the text typed in the block.
Fields Explained
Fields Explained
Field Chooser (*): Allows users to add or remove columns.
SM No.: The Service Manager ticket number.
Severity Icon: An icon depicting the selected severity level (Low, Medium, or High).
Status: The status of the ticket.
Class: The ticket's class.
Category: The ticket's category.
Type: The ticket's type.
SLA Hr/s: The number of Service Level Assistance Hours spent.
Reference: The ticket's reference.
Referred by: The site or person who referred the customer.
Company: The name of the Customer or Supplier.
Category (Cpy): The Company's Category.
Contact: The name of the customer's contact person.
Rep: The rep assigned to the customer.
Department: The ticket's department.
Region: The company's region.
Assign to: The user to whom the ticket is assigned.
User: The user who created the ticket.
Use Project: A checkbox. If checked, projects are used.
Asset: The name of the asset.
Date as Month Year: Displays the date in text (e.g. Jul 2025)
Once-off: The amount that will be billed once-off.
Annual: The expected annual earnings.
Date: The date on which the ticket was created.
@: The Time when the ticket was created.
Last (d): The number of days since any action was taken.
Open (d): The number of days that the ticket has been open.
Remind: The reminder date.
@: The reminder time.
Responses: The number of responses.
Probability %: The probability of the quote being accepted.
Due Date: The ticket's due date.
@: The ticket's due time.
Rating: The rating given to the handling of the ticket.
Menu (...): A submenu (right-click) with the following options:
Edit: Opens the ticket for editing.
Open Asset in Items: Opens the assets.
Open Asset Summary: Opens an asset summary.
Open Customer: Opens the linked customer's account.
Open Timekeeping: Opens the timekeeping record in the timekeeping module.
Delete: Deletes the service ticket.
Flow: The ID number for the transaction flow.
From: The Code and Number of the source transaction.
Updated by: The User who last updated the ticket.
Updated: The Date on which the ticket was last updated.
List View: Board (Status)
List View: Board (Status)
ℹ️ The Board only displays Pending and Active tickets.
Buttons Explained
Buttons Explained
View: Generates a list of service tickets based on the selected filters.
Menu:
Views: Switches to the selected display.
Default
Board (Status)
Board (Projected)
Reports: Switches to the selected report.
Component Summary
Project Summary
Activity
Sales Trends
Sales Comparison
Customer Heat Map
Filters Explained
Filters Explained
Class: A dropdown list of classes to select a specific class (defaults to the first class alphabetically).
Rep: A dropdown list of reps to select a specific rep or all.
Columns: A dropdown list of statuses to select Pending, Active or All. These are the only statuses which can be viewed from this report.
250: The default column width which can be edited.
Fields Explained
Fields Explained
Columns for each status as selected from Columns (button) are displayed.
Each column displays a list of tickets that match the selected Statuses with the following information:
Ticket Number | Task
Rep | Customer or Supplier
Due Date
List View: Board (Projected)
List View: Board (Projected)
Buttons Explained
Buttons Explained
View: Generates a list of service tickets based on the selected filters.
Menu:
Views: Switches to the selected display.
Default
Board (Status)
Board (Projected)
Reports: Switches to the selected report.
Component Summary
Project Summary
Activity
Sales Trends
Sales Comparison
Customer Heat Map
Filters Explained
Filters Explained
Class: A dropdown list of classes to select a specific class (defaults to the first class alphabetically).
Rep: A dropdown list of reps to select a specific rep or all.
Columns: A dropdown list of available dates to select a specific date from a list of the Current Month, Next Five Months, Earlier, Later, or All.
250: The default column width which can be edited.
Fields Explained
Fields Explained
Columns for each Date as selected from Columns (button) are displayed.
Each column displays a list of tickets that match the date with the following information:
Ticket Number | Task
Rep | Customer or Supplier
Due Date | Once-off Earnings | Annual Earnings
Related Topics
Related Topics
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