How to Filter Service Requests by Date

1. Navigate to the Service Manager.

2. On the left, select a date option next to Set, or

3. Select User Date and type the Dates in the fields provided.

   • Note: Select No Date to see all Service Tickets.

4. Click one of the radio buttons (only applicable if a specific date or date range is chosen):

   • Created to show tickets created on the selected date.

   • Reminders to show tickets with reminders on the selected date.

   • Due to show service tickets that are due on the selected date.

How to Only Display Account Queries

1. Navigate to the Service Manager.

2. Set the filters as follows:

   • Set = No Date.

   • User = All.

   • Rep = All.

   • Assign to = All

   • Company = All

   • Class = All

   • Asset = All

   • Status checkboxes:

     • Pending and Active checked.

     • Complete and Cancelled unchecked.

   • Severity levels (Low, Medium, High) unchecked.

3. Click View (button) to see a list of Service Tickets.

4. Click the soft filter icon in the Category column.

5. Check the Accounts block.

   • Note: Once you have isolated account queries, you can double click any of the other field headings to sort by that order (e.g. level of urgency). Alternatively, click a column header and select Group By This Field. Multiple Groups can be added and stacked.

How to Filter Service Requests by Staff

ℹ️ User refers to the person who created the ticket. Rep refers to the sales rep. Assign to is the person that was assigned the task of resolving the ticket. For the best results, select only one of the staff fields, and select All for the remaining two fields.

1. Navigate to the Service Manager.

2. Set the filters as follows:

   • Set = No Date.

   • User = Select the applicable User from the dropdown list or All.

   • Rep = Select the applicable Rep from the dropdown list or All.

   • Assign to = Select the applicable User from the dropdown list or All.

   • Company = All

   • Class = All

   • Asset = All

   • Status checkboxes:

     • Pending and Active checked.

     • Complete and Cancelled unchecked.

   • Severity levels (Low, Medium, High) unchecked.

3. Click View (button) to see a list of Service Tickets.

How to Create a Service Ticket

1. From the Service Manager, click New (button).

2. Select a Category from the dropdown list (e.g. Customer Account - Accounts).

3. Select a Customer.

4. Select a Contact person.

5. Select a Reference, if applicable (e.g. email subject).

6. Click Create New (button).

7. Select a user or department from the dropdown list below Assign to.

8. Set a Status for the ticket by clicking on one of the options on the right (e.g. Waiting Internal).

9. Type the customer's query in the block below Note.

10. Click Save (button).

11. Set the Due and Reminder dates.

12. Select a Department from the dropdown list next to Department.

13. Override the default Severity, if applicable.

14. Type the estimated time the task will take next to Hr/s (optional).

15. Click Save (button).

How to Edit a Service Ticket

1. Click View (button) to see a list of Service Tickets.

2. Double click a ticket to open it.

3. Edit any of the information, or

4. Add a Response by clicking Actions (button) and selecting a response from the dropdown list. 

5. Click Save (button).

How to Add a Response

1. Double click a Service Ticket from the list of tickets to open it.

2. Click Actions (button) and select a Response from the dropdown list. Typical responses related to account queries are:

   •  Call

   • Meeting

   • Message

   • Note

   • Task

3. Take any additional steps the chosen response requires (e.g. add a Note).

4. Click Save (button).

How to Email a Notification 

1. Open a Service Ticket.

2. Click Email (button) on the top row of buttons.

3. Select All (including the customer) or Internal (staff members only).

4. Confirm that you want to send an email notification.

5. Click Send (button).

How to Set Dates

1. Open a Service Ticket.

2. Enter or edit the dates as follows:

   1. Next to Remind: Select a Date and Time (optional) to be reminded of the Service Ticket.

   2. Next to Due: Select a Date and Time (optional) by which the Service Ticket should be resolved.

How to Resolve a Ticket

1. Open a Service Ticket.

2. Add a Response to the ticket (see above).

3. If Timekeeping was started check the box next to Stop Timekeeping.

4. Change the Status to Closed.

5. Click Save (button).

   • Note: You can also change the Status to Closed without adding a response by selecting a new Status from the dropdown list on the top bar if you have the necessary user-access rights.

How to View or Edit a Response

1. Open a Service Ticket.

2. Double-click a Response.

3. Make any changes.

4. Click Save (button).

5. Click Close (button).

   • Note: Once a ticket is closed, the responses can no longer be edited.

How to Notify Customers that a Service Ticket was Created

ℹ️ The selected contact person is automatically notified. Follow this procedure if you want to add additional people to the service ticket notifications.

1. Open a Service Ticket.

2. Click Menu (button) > View/Edit Subscribers.

3. Select a Contact from the dropdown list.

4. Click Add (button).

   • Note: You can remove subscribers by clicking the X in the last column next to their names.

How to Delete a Response

1. Open a Service Ticket.

2. Right-click a Response.

3. Select Delete Response from the context menu.

How to Delete a Service Ticket

1. Open a Service Ticket.

2. Click Delete (button) from the top row of buttons.

Related Topics

• Reference: Service Manager