Service Manager - Setups
Overview
The Service Manager is customised using the functions available from the Menu button on the Default List View (list of service tickets).
- Service Manager: Create:
- Classes
- Tags
- Statuses
- Responses
- Categories
- Project resources
- Project Templates
- Settings for the Profit/Loss statement
- Edit Reference lookup: Create lookup lists for the reference field of service tickets.
- Edit Lead Source lookup: Create lookup lists for lead sources for sales-related service tickets.
- Edit Reminder Colours: Customise the colours used for reminders.
Top Row Buttons Explained
| Button | Description |
|---|---|
| Edit | Allows the content to be edited. Applies to all the tabs. |
| Save | Saves any changes. Applies to all the tabs. |
| Actions > Rebuild Profit/Loss | Refreshes the profit and loss to incorporate recent changes. |
| Menu | Layout & Grids. |
Classes (tab)
Info
Classes classify service tickets and enable certain features. You select a category that is linked to a class when you create a ticket.
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated number for the entry. |
| Description | The name of the class. |
| Code | The brief description of the class. |
| Projects | A checkbox. If checked, projects are used. If unchecked, only the Detail page is available. |
| Components | A checkbox. If checked, components are used. Components are typically used with projects and assist in calculating the amounts that are used in progress billing. |
| Contacts | Select which contact the ticket is using. The options are:
|
| Type | A dropdown list of supported types. The options are:
|
| Item Categories |
|
| Transactions |
|
| Messages |
|
| SP for Detail |
|
| Menu (...) | A submenu with the following options:
|
Tags (tab)
Info
Use tags to sort and classify tasks. Tags are mostly used with projects to classify and sort the various tasks.
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated number for the entry. |
| Description | The name of the tag. |
| Code | The brief description or abbreviation for the tag. |
| Menu (...) | Delete the tag by clicking the X. |
Statuses (tab)
Info
Statuses on this tab are created for each class.
Projects have an additional set of statuses that is created for the template.
Buttons and Filters
- Class (filter on the top row): A dropdown list of classes to select the class for which the statuses are being created. Statuses are created for each class separately.
- Add Default Statuses (button above statuses): If statuses have not yet been created, the default statuses can be added using this button and freely edited afterwards.
Fields
Info
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| Order ID | The system-generated number for the order of the entry. |
| ID | The system-generated number for the entry. |
| Description | The description of the status. |
| Class | The class of the status as selected on the dropdown list. |
| Group | The applicable fixed Status Group (Pending, Active, Complete or Cancelled). |
| Colour | The colour for the status. Click the arrow next to the colour to select a different colour. |
| Notification | Sends an email notification when the status becomes active. The people receiving the notifications are added as subscribers to the ticket. The options are:
|
| Menu (...) | A submenu with the following options:
|
Responses (tab)
Info
Create responses or actions that can be taken when service tickets are dealt with.
Buttons and Filters
- Class (filter on the top row): A dropdown list of classes to select the class for which responses are being created. Responses are created for each class separately.
- Add Default Responses (button above responses): If responses have not yet been created, the default responses can be added using this button and freely edited afterwards.
Fields
Info
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated number for the entry. |
| Caption | The name of the response. |
| Class | The class of the response as selected on the dropdown list. |
| Set Status | Changes the status of the service ticket when the response is added. The options are to leave the status Unchanged or to select one of the custom statuses created for the class. |
| Date Type | If Data Types were created, they can be selected else only Standard can be selected. |
| Assign to | Assigns a specific response to a specific user as selected from the dropdown list. |
| Transaction | Adds a Response when the Transaction Status is updated to the Status selected in the Trans Status column. |
| Trans Status | Adds a Response when the Transaction Status is updated to the Status selected in this column. |
| Menu (...) | A submenu with the following options:
|
Categories (tab)
Info
Categories allow service tickets to be grouped, and for severity levels to be automatically set. When users create a ticket they select a category, which also selects the class that the category is in.
Filter
- Class (filter on the top row): A dropdown list of classes to select the class for which the categories are being created. Categories are created for each class separately.
Fields
Info
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated number for the entry. |
| Description | The category's description. |
| Class | The class of the category as selected on the dropdown list. |
| Default Response | The response added when the ticket is created. |
| Severity | Select the default severity level of low, medium or high. |
| SLA Hr/s | The default service-level hours it should take to close the ticket. |
| Colour |
|
| Menu (...) | Delete the tag by clicking the X. |
Project Resources (tab)
Info
Creates the resources to which tasks or service tickets can be assigned.
Buttons Explained
| Button | Description |
|---|---|
| Add Staff | Allows staff to be selected and added. |
| Add Cost Centres | Allows Cost Centres to be selected and added. |
| Add Departments | Allows departments to be selected and added. |
| Update | Works in conjunction with the Hourly Rate. Updates the rate for all the selected records to the rate entered in the adjacent block. |
Fields Explained
Info
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| Description | A description of the resource (e.g. name of the staff member). |
| Code | A brief description of the resource or abbreviation. |
| Department |
|
| Cost Centre |
|
| Staff |
|
| Hourly Rate | The hourly rate at which the resource is billed (that is, if an invoice is created, the amount that the customer is charged for the time taken). |
| Active | A checkbox. If checked, the resource is active. |
| Menu (...) | A submenu allowing the entry to be deleted. |
Project Templates (tab)
Info
Project Templates allow a predefined set of tasks to be added to a project. Project steps are created on the Items tab and are divided into Milestones, Task Groups and Tasks.
- A template can consist of multiple milestones (e.g. if building a house, each room can be a milestone, or each major category e.g. painting, electricity, plumbing, flooring).
- When a template is added to a project, the Items (tasks) and Status list is copied to the ticket. If the template is changed, the project is not updated.
List View Buttons and Filters Explained
| Button or Filter | Description |
|---|---|
| Class (filter on the top row) | A dropdown list of classes. Project Templates are created for specific classes. |
| New Template (button above template names) | Opens a form for a new template. |
List View Fields Explained
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated number for the entry. |
| Status |
|
| Description | The template's description. |
| Class | The class for the template as selected on the dropdown list. |
| Components | Whether the template uses Groups, Milestones or no components. |
| Est Hrs | The estimated number of hours that the project will take. |
| Menu (...) | A submenu with the following options:
|
Edit View: Buttons
| Button | Description |
|---|---|
| Arrows | Scrolls through the templates. |
| New Template | Creates a template. |
| Delete | Deletes the template. |
| Copy | Copies the template to create a template. |
Edit View: Status Bar
| Status | Description |
|---|---|
| Status | A dropdown list from which a status can be selected. |
| Name | Enter the Name of the template. |
| Class | The Class for which the template is created (as selected from the dropdown list on the top row). |
| Component | The Components field enables a Component Placeholder and sets the Level at which components are merged. Only one Component Placeholder is allowed in a template. The options are:
|
- Hrs: The estimated number of hours the project will take which is calculated by adding all the Est Hrs from tasks.
Edit View: Items (tab)
Buttons
| Field | Description |
|---|---|
| Add Item | Adds milestones to the project. Additional entries are added by right-clicking an entry and selecting Add Sub-item. |
| Update | Works with the adjacent dropdown list. Changes all the selected entries. The update options are:
|
| + - | Collapses or expands the tree view. |
| Actions | Applies the action to all the selected entries. The options are:
|
Fields
Info
Fields marked in blue (✎) can be edited.
| Field | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated numbers for the entries divided by level. |
| Parent ID | The system-generated number for the entry's parent. |
| Order ID | The system-generated number that indicates the order of the entry in its level. |
| Level | A number indicating the level of the entry (1, 2 or 3). |
| Description | The description of the entry and or tasks. |
| Tags | Any tags to identify the task or group. |
| Resource | A dropdown list with all the resources on the Project Resources tab from which a resource can be selected. |
| Predecessor | A dropdown list of all the tasks that are below the current task. A predecessor is a task that must first be completed before the current task can be completed. |
| Billing | The billing option for the task. The options are: None, Fixed, Variable, Out of Scope. |
| Work Process (Lookup) | Select a Work Process. Work Processes is a fixed module that can be added to any Menu (e.g. Main Menu > Office > Processes). |
| Work Process | Description and hyperlink to the Work Process Documentation as filled in on the Work Process. |
| Qualified | A dropdown list of all the users who are qualified to execute the work process. |
| Days | The number of days that the task is expected to take. |
| Est Hrs | The number of hours that the task is expected to take. |
| Menu (...) | A submenu that changes depending on the hierarchy of the entry. The options consist of some or all of these:
|
Status (tab)
Info
Customise the statuses for the project tasks. Default statuses are created but can be edited.
| Status | Description |
|---|---|
| Field Chooser (*) | Add or remove columns. |
| ID | The system-generated numbers for the entries divided by level. |
| Order ID | The system-generated number that indicates the order of the entry in its level. |
| Colour | The colour for the status. |
| Description | The description of the status. |
| Group | A dropdown list of Status Groups for you to select one. |
| Default | Whether the status is a default for:
|
| Menu (...) | A submenu with the following options:
|
Settings (Profit/Loss) (tab)
Info
This feature allows organisations to see the profit or loss they incurred per ticket.
- The items on the selected transactions must be linked to the ticket to be included in the Profit/Loss.
- On transactions the column to allocate a line item to a ticket is hidden by default.
- Multiple line items can be allocated to the same ticket using Batch Update from Edit View or Item List View.
- Ledger transactions (e.g. Expenses) can also be linked to a ticket. However, the line items must be linked manually.
- When transactions are copied:
- If the transaction is linked to a ticket in the header, the linked ticket number is copied to all the line items.
- If the transaction is not linked to a ticket in the header, the ticket numbers on all the line items are cleared.
- Ticket numbers on the line items are never copied across.
Button and Filter Explained
| Button or Filter | Description |
|---|---|
| Class (filter on the top row) | A dropdown list of classes. Project Templates are created for specific classes. |
| Add/Update Settings | Chooses settings to add to the interface.
|
Fields Explained
| Field | Description |
|---|---|
| Setting | The name of the setting. |
| Value | The setting's value. |
| Menu (...) | Click the X to delete the entry. |
Settings Explained
Note
If the settings are changed, click Actions (button) > Rebuild Profit/Loss.
| Field | Description |
|---|---|
| Timekeeping – Expenses (+) | Checkbox. If checked, any timekeeping that is linked to the ticket is added. The rate on the timekeeping is multiplied by the number of hours to calculate the expense. |
| Transactions – Expenses (+) | Select the transactions that add to expenses (e.g. either Purchase Orders or Supplier Invoices). |
| Transaction – Expenses (-) | Select the transactions that deduct from expenses (e.g. Supplier Debit Notes). |
| Transactions – Income (+) | Select the transactions that add income (e.g. Customer Invoices). |
| Transactions – Income (-) | Select the transactions that reduce income (e.g. Customer Credit Notes.) |