Service Manager - Tickets Tutorial

Overview#

• The Service Manager records issues, enquiries and work as service tickets for customers, suppliers or internal processes.
• A ticket's fields, tabs and Actions options depend on its category and class.
• For the screens, see Service Manager - List Views and Service Manager - Edit View. Projects are explained in Service Manager - Projects.

💡These tutorials explain how to find, create and work on service tickets, notify the subscribers, create and link transactions, copy tickets and update tickets in a batch.

How to Find Service Tickets#

1. Navigate to the Service Manager.
2. Set the filters:
   • Set = Select a date range, or No Date to include all the tickets. The arrows move the dates backwards or forwards.
   • Radio buttons = Select which date the range applies to:
     • Created: The date the ticket was created.
     • Reminders: The ticket's reminder date.
     • Due: The ticket's due date.
   • User, Rep, Assign to, Company, Class and Asset = Select a value to narrow the list (optional).
   • Status and Severity checkboxes = Check the ones to include. If none are checked, all are included.
3. Click View (button).
4. Note: To find one ticket, enter its number in SM No. and click View (button). To search the Reference column, enter the text and click Search (button); only the first 100 matches are listed.

How to View the Tickets on a Board#

1. Navigate to the Service Manager.
2. Click Menu (button) > Views and select one of these:
   • Board (Status) = A column for each status. Only Pending and Active tickets are shown.
   • Board (Projected) = A column for each month, with the projected once-off and annual earnings.
3. Set the filters:
   • Class = Select the class.
   • Rep = Select a rep, or all.
   • Columns = Select the statuses or months to show as columns.
4. Click View (button).
5. To return to the list, click Menu (button) > Views > Default.

How to Create a Service Ticket#

1. Navigate to the Service Manager.
2. Click New (button) and fill in the fields:
   • Category = Select a category. A ticket cannot be created without one: the message Please select a Category. appears.
   • Customer or Supplier and Contact = Select the company and the contact person. For an internal category, Contact = Select the staff member instead.
   • Item = Select the asset, if the category is used for assets. The customer linked to the asset is filled in.
   • Reference = Enter a reference, or select one from the list.
3. Click Create New (button). The ticket opens. If the category has a default response, it is already added.
   • Note: If the asset already has a pending or active ticket, its number appears with Open Existing (button). Click Open Existing (button) to open that ticket, or Create New (button) again to create a new one.
4. Click Edit (button) and complete the other fields, for example:
   • Rep = Select the rep, if it is not filled in from the customer.
   • Assign to = Select the person who must handle the ticket.
   • Department = Select the department.
   • Severity = Select Low, Medium or High.
   • Due and @ = Select the date and time by which the ticket must be closed.
   • Remind and @ = Select the date and time to be reminded about the ticket.
   • Hr/s = Enter the estimated hours.
   • On sales tickets: Lead Source, Referred by, Once-off, Annual and Probability % = Select or enter them.
5. Click Save (button).

How to Add a Response#

1. Navigate to the Service Manager and double-click the ticket.
2. On the Detail tab, click the response button, for example, Call. Or click Actions (button) > Responses and select the response.
3. Fill in the fields:
   • Note = Enter the response. Click Format (button) to remove blank lines and double spaces.
   • Assign to = Select the person who handles the ticket next.
   • Set Status = Click the ticket's new status, if it must change.
   • Set Class = Click it and select a category to move the ticket to another category or class (optional).
   • Start Timekeeping = Check it to start recording time against the ticket (optional, see Service Manager - Timekeeping Tutorial).
4. Click Save (button).

How to Edit or Delete a Response#

1. Navigate to the Service Manager and double-click the ticket.
2. Right-click the response and select one of these:
   • View/Edit Response = Opens the response to change it.
   • Delete Response = Deletes the response.
3. Click Save (button).

How to Notify the Subscribers#

1. Navigate to the Service Manager and double-click the ticket.
2. To check who receives the notifications, click Menu (button) > View/Edit Subscribers and add or remove people. The creator, the contact person, the rep and the person the ticket is assigned to are included automatically.
   • Note: To subscribe or unsubscribe yourself, click Actions (button) > Subscribe or Unsubscribe.
3. Click the arrow on Email (button) and select who to notify:
   • All: Staff and the customer's or supplier's contact people.
   • Internal: Staff only.
4. Click Yes to confirm Would you like to send a notification Email?. The email opens with the ticket's details filled in.
5. Check or change the email and send it.
6. Note: Statuses can also send notifications automatically (see Service Manager - Notifications).

How to Create a Transaction or NCR from a Ticket#

1. Navigate to the Service Manager and double-click the ticket.
2. Click Actions (button) and select one of these:
   • Create Transaction = Select the Transaction Type, for example, Quotation or Sales Order. The new transaction is linked to the ticket.
   • Create a new NCR = Select the NCR category and click Yes to confirm Create a new NCR? (see NCR Tutorials).
3. Note: Creating a transaction needs the New Allowed access of that Transaction Type. The options on Actions (button) depend on the ticket's class.

How to Link a Transaction or Ticket#

1. Navigate to the Service Manager and double-click the ticket.
2. Click Transactions (tab) or SM Tickets (tab).
3. Select Company (radio button) to list all the company's transactions or tickets.
4. Right-click the transaction or ticket and select Link Transaction or Link SM Ticket.
5. Note: To remove a transaction's link, select Ticket (radio button), right-click the transaction and select Unlink Transaction.

How to Add an Attachment#

1. Navigate to the Service Manager and double-click the ticket.
2. Click Actions (button) > Add Attachment/Link.
3. Add the file or link (see Attachments).

How to Copy a Ticket#

1. Navigate to the Service Manager and double-click the ticket.
2. Click Actions (button) > Copy to a new Ticket.
3. Fill in the fields:
   • Select Category = Select the category of the new ticket.
   • Set Status to = Select a new status for the ticket you are copying from, or leave it Unchanged.
4. Click Copy (button). The new ticket opens.

How to Update Tickets in a Batch#

1. Navigate to the Service Manager and list the tickets (see How to Find Service Tickets above).
2. Select the tickets (hold down Ctrl and click each one).
3. Click Actions (button) > Batch Update.
4. Select what to change and the new value:
   • Status = Select the class, then the status.
   • Assign to = Select the user.
   • Category = Select the class, then the category.
   • Due Date or Remind Date = Select the date and time.
   • Entity = Select the Entity (only when there is more than one).
   • Department = Select the department.
   • Class = Select the class. The category and status change to the ones with the same names in the new class. Changing the class only works when the two classes have the same Contacts, Components, Projects and Type settings.
5. Click Update (button) and confirm the message.

How to View a Service Manager Report#

1. Navigate to the Service Manager.
2. Click Menu (button) > Reports and select the report:
   • Component Summary
   • Project Summary
   • Activity
   • Sales Comparison
   • Customer Heat Map
3. Set the filters and click View (button) (see Service Manager - Reports).