Service Manager - Edit View

Overview#

• Use the Service Manager to record and close Service Tickets. You 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 meter readings.
• Tickets can be linked to Customers or 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.

Buttons Explained#

Header Fields Explained#

Actions Button Explained#

Additional Ticket / Project Information#

Detail (tab)#

Buttons Explained

Fields Explained

Add Responses Explained

• Responses appear in date order (latest first).
• Users may Edit or Delete their own responses by right-clicking a response and selecting the applicable action:
  • 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).
• 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 appears that includes the following options:
  • Note: An area to enter a note.
  • Assign to: A dropdown list of users to assign the ticket to someone.
  • Set Status: The available Statuses. You can click a status to select it.
  • Set Class: Lets you select a different class or category.
  • 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.

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.

Profit / Loss (tab)#

• Only displayed if:
  • The relevant settings were added to the Class.
  • User Access to view the Profit/Loss was enabled.
• Displays Income, with a breakdown per Transaction Type.
• Displays Expenses, with a breakdown per Transaction Type.
• Displays Labour costs (timekeeping) if enabled.
• Displays the Profit or Loss based on income less expenses.

Profit / Loss Tab Fields Explained#

The Expand and Collapse buttons show or hide the lines under the headings.

How the Profit / Loss Is Calculated#

• Each transaction item counts when it is allocated to the ticket and its Transaction Type is listed in the Class's Profit/Loss settings: Income (+) or (-), Expenses (+) or (-).
• The item's total excluding VAT is used. Income (-) and Expenses (-) items are subtracted.
• Items and transactions in a cancelled status are left out.
• With Timekeeping - Expenses (+), the timekeeping linked to the ticket (or to a transaction allocated to it) adds its cost: the hours x the staff member's hourly rate (or the Cost Centre's rate), plus kilometres x the km rate.
• Profit/Loss = Income less Expenses.
• The figures update when items, transactions or timekeeping change. Actions > Rebuild Profit/Loss in the Service Manager settings recalculates all tickets, for example after changing the settings (see SM Setups).

Additional Information on Detail Page or Tab#

Transactions (tab)#

• 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 appear at an item level, the linked Meter Reading also appears.
• Right-click a transaction to open the context menu with the following items:
  • Link Transaction: Links the transaction. Appears if the transaction is unlinked.
  • Unlink Transaction: Unlinks the transaction. Appears if the transaction is linked.
  • Follow-up: Opens a list of responses for you to select one.
  • Open Transaction: Opens the transaction.

Timekeeping (tab)#

• 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.

Service Manager 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, you 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.