SM List Views

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

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 Comparison
      • Customer Heat Map
    • Settings: These settings are used to manage the Service Manager.
      • Service Manager
      • Edit Reference lookup
      • Edit Lead Source lookup
      • Edit Reminder Colours
    • Export
      • Export Grid
      • Email Excel
    • Layout & Grid

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

  • 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

  • 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)

ℹ️ The Board only displays Pending and Active tickets.

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 Comparison
      • Customer Heat Map

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

  • 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)

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 Comparison
      • Customer Heat Map

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

  • 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