Service Manager - Setup Tutorials

Overview#

• Before staff use the Service Manager, set up the classes, statuses, responses and categories that the tickets use.
• Classes come first: statuses, responses, categories and Project Templates are created for each class.
• For every field and option, see Service Manager - Setups.

💡These tutorials explain how to give users access to the Service Manager and how to set up everything its tickets use.

How to Give Users Access to the Service Manager#

1. Open the user's settings (see How to Edit User Settings) and find the Service Manager settings.
2. Set the settings:
   • Service Manager - Access Allowed = Check it to let the user use the Service Manager.
   • View all Customers = Check it to show all the tickets. Unchecked, the user only sees the tickets where they are the rep.
   • Settings - Access Allowed = Check it for the users who set up the Service Manager.
   • Deleting - Access Allowed = Check it to let the user delete tickets.
   • Batch Updates - Access Allowed = Check it to let the user update tickets in a batch.
   • Edit Responses created by other Users = Check it to let the user change or delete other users' responses.
   • Edit Complete or Cancelled Service Tickets = Check it to let the user change closed tickets.
   • Components - Access Allowed and Projects - Access Allowed = Select None, View Only, Full Access (Pending only) or Full Access.
   • Profit/Loss - Access Allowed = Check it to show the Profit/Loss tab on tickets.
3. Click Save (button).

How to Create Classes#

1. Navigate to the Service Manager settings and click Classes (tab).
2. Click Edit (button). A new row appears at the top of the list.
3. Click the new row and fill in the fields:
   • Description = Enter the name of the class.
   • Code = Enter a short code.
   • Contacts = Select Internal, Customer or Supplier.
   • Type = Select Default, Accounts (account queries, linked to the Customer Age Analysis) or Sales (sales opportunities, with Lead Source, Referred by and the projected values).
   • Projects = Check it to use projects on the tickets.
   • Components = Check it to use components, for example, for progress billing.
4. To choose the Item Categories, Transaction Types or Messages (Email Templates) for the class, right-click it and select View/Edit Item Categories, View/Edit Transactions or View/Edit Messages. Move the entries from Available to Selected.
5. Click Save (button).
6. Note: To start from an existing class, right-click it and select Copy. A class that is in use cannot be deleted.

How to Create Tags#

1. Navigate to the Service Manager settings and click Tags (tab).
2. Click Edit (button) and click the new row at the top of the list.
3. Description and Code = Enter the name of the tag and a short code.
4. Click Save (button).

How to Create Statuses#

1. Navigate to the Service Manager settings and click Statuses (tab).
2. Class = Select the class on the top row.
3. Click Edit (button).
   • Note: For a new class, click Add Default Statuses (button) to add the standard statuses, then change them. The button only works when the list is empty.
4. Click the new row at the top of the list and fill in the fields:
   • Description = Enter the name of the status.
   • Group = Select Pending, Active, Complete or Cancelled.
   • Colour = Select the colour.
   • Notification = Select who is emailed when a ticket gets this status:
     • None: Nobody.
     • All: Staff and the customer's or supplier's contact people.
     • Internal: Staff only.
5. To put the statuses in the order they are used, right-click a status and select Move Up or Move Down.
6. Click Save (button).

How to Create Responses#

1. Navigate to the Service Manager settings and click Responses (tab).
2. Class = Select the class on the top row.
3. Click Edit (button).
   • Note: For a new class, click Add Default Responses (button) to add the standard responses, then change them. The button only works when the list is empty.
4. Click the new row at the top of the list and fill in the fields:
   • Caption = Enter the name of the response, as it appears on the ticket.
   • Set Status = Select the status the response sets, or Unchanged.
   • Data Type = Select a Data Type, or Standard.
   • Assign to = Select the user the ticket is assigned to (optional).
   • Transaction and Trans Status = Select a Transaction Type and status to add this response automatically when a linked transaction reaches that status (optional).
5. To add a standard text to the response, right-click it and select View/Edit Note. To ask for set information instead, select View/Edit User-defined Fields.
6. Click Save (button).

How to Create Categories#

1. Navigate to the Service Manager settings and click Categories (tab).
2. Class = Select the class on the top row.
3. Click Edit (button) and click the new row at the top of the list.
4. Fill in the fields:
   • Description = Enter the name of the category, as users select it when they create a ticket.
   • Default Response = Select a response that is added to every new ticket in this category (optional).
   • Severity = Select the default severity.
   • SLA Hr/s = Enter the hours within which a ticket should be closed.
   • Colour = Select a light colour, so that the black text stays readable on the list.
5. Click Save (button).
6. Note: A category that is in use cannot be deleted: the message Deleting not allowed, the selected Category is in use. appears.

How to Add Project Resources#

1. Navigate to the Service Manager settings and click Project Resources (tab).
2. Click Edit (button).
3. Click Add Staff, Add Cost Centres or Add Departments (button) and select the resources.
4. Hourly Rate = Enter the rate at which each resource is billed. To set the same rate for several resources, select them, enter the rate next to Update (button) and click it.
5. Active = Uncheck it for a resource that is no longer used.
6. Click Save (button).

How to Create a Project Template#

1. Navigate to the Service Manager settings and click Project Templates (tab).
2. Class = Select the class on the top row.
3. Click New Template (button) and fill in the fields:
   • Name = Enter the name of the template.
   • Component = Select Don't Use, Milestone or Task Groups to set where components are merged.
4. Click Items (tab) and click Add Item (button) to add a milestone. To add a task group or task under it, right-click the entry and select Add Sub-item.
5. For each task, enter the Description, Resource, Days, Est Hrs and Billing, and select a Predecessor if another task must be completed first.
6. Click Status (tab) and change the task statuses if needed.
7. Status = Select Ready. Only Ready templates can be added to projects.
8. Click Save (button).
9. Note: To start from an existing template, open it and click Copy (button).

How to Set Up the Profit/Loss#

1. Navigate to the Service Manager settings and click Settings (Profit/Loss) (tab).
2. Class = Select the class on the top row.
3. Click Edit (button), then Add/Update Settings (button), and add the settings:
   • Transactions - Income (+) = Select the transactions that add income, for example, Customer Invoices.
   • Transactions - Income (-) = Select the transactions that reduce income, for example, Customer Credit Notes.
   • Transactions - Expenses (+) = Select the transactions that add expenses, for example, Supplier Invoices.
   • Transactions - Expenses (-) = Select the transactions that reduce expenses, for example, Supplier Debit Notes.
   • Timekeeping - Expenses (+) = Check it to add the cost of the timekeeping linked to the ticket.
4. Click Save (button).
5. Click Actions (button) > Rebuild Profit/Loss and click Yes to confirm Rebuild the Profit/Loss Transactions?. Do this every time the settings change.

How to Edit the Reference and Lead Source Lists#

1. Navigate to the Service Manager.
2. Click Menu (button) > Settings and select Edit Reference lookup or Edit Lead Source lookup.
3. Enter the entries, one per line.
4. Click OK (button). The entries appear in the Reference or Lead Source dropdown list on the tickets.