Service Tickets Edit View Interface

Lists the service tickets linked to this ticket (by the Filter selected under Actions). Click a ticket to open it.

If the ticket has a linked asset, the asset is listed at the bottom. Click it to open the asset.

The options for the open ticket are:

• Refresh
• Delete Ticket: Deletes the ticket. A ticket linked to a transaction cannot be deleted.
• Filter: Filters the entries on the three tabs on the Detail tab (Transactions, Timekeeping, Tickets). Only the filters enabled by the Service Type appear.
  • Ticket
  • Asset
  • Company
• Contact: The options depend on the Service Type’s General > Enable Company setting (for NCRs, on the category’s Enable Company).
  • Add Customer and Edit Customer: Appear if the setting is Customers.
  • Add Supplier and Edit Supplier: Appear if the setting is Suppliers. Add Supplier asks “Add a new Supplier?”, creates the supplier, opens it for editing and links it to the ticket. Edit Supplier opens the ticket’s supplier; if none is selected, the message “Please select a Supplier.” appears.
  • Edit Contact
• Copy To Version: Creates a new version of the ticket, with the same ticket number and the next version number. Appears only if the Service Type’s General > Enable Version Numbers setting is checked. See How to Create a Version of a Service Ticket.
• Copy to New Ticket: Copies the ticket to create a new ticket. Appears only if Copy Rules are created for the Service Type.
• Create Transaction: Creates a transaction based on the ticket’s information (e.g. Quotations). You need View and New access to that Transaction Type; otherwise, the message “Access Denied. Your user access does not allow you to create a new Transaction.” appears.

Starts or stops timekeeping for the ticket, after you confirm.

To start timekeeping, your user login must be linked to a contact (the Contact column in the Users module).

Open Timekeeping

View/Edit Followers

Open linked Asset

Settings

• Edit User Access: Sets user access for this Service Type.
• Edit Service Type: Lets you edit the Service Type’s setup (e.g. tags, statuses, resources).
• Edit Project Templates: Lets you edit the Project Templates.

Layout

Adds a response or note to the ticket (e.g. Call, Meeting, Message).

The note popup has a Start Timekeeping checkbox, or Stop Timekeeping if your timekeeping on the ticket is running. If checked, your timekeeping starts or stops when you save the note.

If your timekeeping is running and the checkbox is unchecked, “Stop Timekeeping?” appears when you save the note. Click Yes (button) to stop it or Cancel (button) to keep it running.

Shows contact details for the contact, the rep and the user the ticket is assigned to.

Shows Asset Attributes for assets linked to the ticket.

Customising the Detail tab is a service that QuickEasy offers.

Shows the detailed income, expenses and profit or loss, based on the linked transactions and timekeeping records, according to the Service Type’s setup.

Transactions can be linked to a service ticket at item level.

Timekeeping that is linked to the ticket or a linked transaction can be included.

• Ticket: Filters the transactions to show only those linked to the ticket.
• Asset: Filters the transactions to show all those linked to the asset.
• Company: Shows all the transactions that are linked to the customer or supplier.

A submenu that lets you:

• Link Transaction: Links the transaction to the ticket.
• Open Transaction: Opens the original transaction.

Checkbox. Toggles truncating or expanding the reference.

Works only if the reference field is longer than the column width when displayed full screen.

• Ticket: Displays only the ticket that is open.
• Asset: Displays all the tickets linked to the asset.
• Company: Displays all the tickets linked to the customer or supplier.

A submenu that lets you:

• Unlink Ticket / Link Ticket: Links the selected ticket to the open ticket, or unlinks it.
• Open Ticket: Opens the ticket.

Opens the Select Project Templates (Active) screen for you to add Project Templates to the project.

Only Active templates with an Enable Groups setting that matches the project’s Enable Group setting are listed.

Lets you change multiple records that you can select using Ctrl + left-click. The options are:

• Batch Update: Lets you update the following fields for all the selected records:
  • Status
  • Required
  • Start
  • End
  • Hrs
  • Days
  • Billing
  • Resource
  • Tags
• Schedule: Displays the Schedule section (see Schedule below) for you to schedule the project’s milestones.
• Enable Group: Checked if the project uses groups (milestones, groups and tasks); unchecked if it uses milestones and tasks only. Can be changed only while the task list is empty.
• Update Status from Templates: Updates the status list of the project from the linked Project Templates.
• Set Start-To-Finish (SF) Predecessor: Creates the steps in order from Start to Finish. The function inserts the previous step in the Predecessor column.
• Clear Predecessor: Clears the steps that must be taken before the task can start. The function deletes the current step in the Predecessor column.
• Set Audit Dates to Start Dates: Changes the Audit Dates to match the Start Dates.
• Delete: Deletes the selected items and all the items under them.

The first filter depends on the type of ticket.

For projects, the Show dropdown list lets you show All or a specific project.

For NCR tickets, the options are:

• All
• Follow Up
• Resolve

Checkboxes to select which levels appear:

• Milestones (top-level items on Project Templates)
• Groups (mid-level items; only appear if Enable Group is checked for the project)
• Tasks (third-level items)

A dropdown button with these options:

• ASAP (From Project Start Date): Schedules each milestone as soon as possible from the project’s Start date, or from the end of its predecessor, and updates the project’s End date. If the Start date is blank, today’s date is used.
• ALAP (From Project End Date): Schedules the milestones as late as possible up to the project’s End date and updates the project’s Start date. The End date is required.

You can run each option with one of these settings:

• Every Day
• Exclude Sundays
• Exclude Weekends

Select the type of billing from the dropdown list:

• None
• Fixed
• Variable
• Out of Scope

Can be edited only on groups. Does not appear if Enable Group is unchecked for the project.

The resource allocated to the task.

Can be edited only on milestones and tasks.

The name of the predecessor.

Can be edited only on milestones.

The number of days the milestone is expected to take.

Can be edited only on milestones.

The number of hours the task is expected to take.

Can be edited only on tasks.

A submenu that changes depending on the hierarchy of the item that is right-clicked. The options are:

• Add Sub-Item (Ctrl + Enter): Adds a sub-item.
• Insert Item Above (Ctrl + Up): Inserts an item above the selected item.
• Insert Item Below (Ctrl + Down): Inserts an item below the selected item.
• Duplicate (Shift + Alt + Down): Duplicates the selected item.
• Move Up (Alt + Up): Moves the entry one row higher.
• Move Down (Alt + Down): Moves the entry one row lower.
• Add/Remove Tags: Adds or removes tags.
• View/Edit Note: Opens an interface to create, edit, or view a note.
• Start / Stop Timekeeping: Starts or stops timekeeping for the task.
• Delete: Deletes the current item and all the items under it.

Right-click an entry for this option:

• Scroll to Task: Scrolls the calendar to show the task.