Service Manager - List Views
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, 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.
List View: Default View
Buttons Explained
| Button | Description |
|---|---|
| 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 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:
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| Menu |
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Filters Explained
| Filter | Description |
|---|---|
| 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.
|
| 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
- SM No.: Find a specific SM ticket (enter 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 appear.
- Search field above the field headings: Finds any records that match the text entered in the block.
Fields Explained
| Field | Description |
|---|---|
| Field Chooser (*) | 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 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:
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| 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)
Info
The Board only displays Pending and Active tickets.
Buttons Explained
| Button | Description |
|---|---|
| View | Generates a list of service tickets based on the selected filters. |
| Menu |
|
Filters Explained
| Filter | Description |
|---|---|
| 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
| Field | Description |
|---|---|
| Columns | A column appears for each status selected from Columns (button). |
| Tickets | Each column lists the tickets that match the selected Statuses, with:
|
List View: Board (Projected)
Buttons Explained
| Button | Description |
|---|---|
| View | Generates a list of service tickets based on the selected filters. |
| Menu |
|
Filters Explained
| Filter | Description |
|---|---|
| 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
| Field | Description |
|---|---|
| Columns | A column appears for each Date selected from Columns (button). |
| Tickets | Each column lists the tickets that match the date, with:
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