Service Types Edit View Interface

• Refresh Lookups: Refreshes lookup lists.
• Rebuild Profit/Loss Report: Refreshes the profit/loss report with the latest changes. Must be run if the selected transactions are changed.
• Update Starting/Next No.: Lets you change the numbers. The new starting number must be larger than the last number used.
• Update Service Number (No.) Sequences: Updates the number sequences for all the entities.
• Delete: Deletes the Service Type if it has not yet been used.

• Edit User Access: Sets user access for this Service Type.
• Edit Project Templates: Lets you edit the Project Templates.
• Edit Attributes: Opens the attributes setup, where you create custom attributes. Only admin users can open it.
• Layout

Select the default filter:

• Today
• This Month
• Pending
• Active
• Pending & Active (default)

Check one or more of these boxes to add them as Followers:

• Contact
• Rep
• Assign to
• User

Select the attribute items to show in the service’s edit view (dual list, in the selected order). The list holds the attribute items of the Services attribute sets and all attribute sets.

They show as editors in a header column and are saved with the service; the attribute set is added when the service does not have it yet. Read Only attribute items stay read-only.

Select how the service’s Customer / Supplier field and the Company filter show the company:

• Name (default)
• Code
• Name (Code)
• Code - Name

The code is the customer or supplier code. With NCR, the Category Customer / Supplier type uses the same format.

A checkbox. If checked, assets are enabled.

If assets are enabled, you can select a specific asset from a dropdown list on the ticket.

Select one of these options from the dropdown list:

• Internal: Use for in-house projects.
• Customers: Use for account queries or sales.
• Suppliers: Use for projects that involve suppliers or supplier queries.

This setting does not apply to NCRs. See Categories below.

Select one of these options from the dropdown list:

• Registered: Tickets are allocated to a registered entity (the default).
• Branch: Tickets are allocated to a branch.
• Till (PoS): Tickets are allocated to a till.

The ticket’s Entity field and filter, and the Entity list in user access, list only entities of the selected kind.

When you change the setting, the user access Entity of this Service Type is reset to All for every user, because the previous entity is no longer the right kind. See Access and Entities Explained.

A checkbox. If checked, SLAs are enabled.

If enabled:

• The expected duration (SLA Hours) must be filled in for each category on the Categories tab.
• A severity option (low, medium, or high) must be selected for each category.

Select one of these options from the dropdown list:

• None: The tickets cannot be assigned.
• All: The tickets can be assigned to users and to reps.
• Rep: The tickets can be assigned only to reps.
• Assign To: The tickets can be assigned only to users.

Checkbox.

If checked, versions of the ticket can be created (e.g. to offer customers different proposals).

Create a list of references for users to select from.

Entries can be created by entering them in the Value column and pressing Enter after each entry.

To see all the entries, check the box next to Auto Height.

If left blank, users must enter the reference when creating the ticket.

Select one or more Transaction Types.

Clicking Edit in the Value column opens an interface with all the created Transaction Types in the Available section.

• Move the Transaction Types to the Selected section to include them.
• Move selected Transaction Types to the Available section to remove them.

You need to include only the first transaction in a transaction flow, because the other transactions are created by copying that one (e.g. Quotations can be copied to Sales Order > Delivery Note > Customer Invoice).

Checkbox (checked by default). Sets whether new projects use task groups.

When unchecked, you can create simplified projects with milestones and tasks only.

A project’s setting cannot be changed once items are added to it.

Checkbox. If checked, projects are enabled.

Click Save (button) after checking the box to add these two tabs:

• Project Tags
• Project Resources

Create a list of lead sources for users to select from (e.g. Website, Telemarketing, Rep).

Entries can be created by entering them in the Value column and pressing Enter after each entry.

To see all the entries, check the box next to Auto Height.

If left blank, users must enter the lead source themselves.

Available only if there are no statuses yet.

Default statuses can be edited.

Select one of these sets of default statuses:

• Standard: Pending, Active, Complete, Cancelled.
• Sales Pipeline: Pending, Lead Qualified, Demo or Meeting, Proposal, Negotiation and Commitment, Opportunity Won, Post Purchase, Lost – Price too high, Lost – Can’t meet Deadline, Lost – Unhappy with Quality, Lost.
• NCR: Problem, Containment, Correction, Root Cause, Corrective Action, Evaluation, Complete, Cancelled.

One status must receive the default: New.

When a new ticket is created, it is automatically set to this status.

The applicable Status Group.

The options are:

• Pending
• Active
• Complete
• Cancelled

Sends an email to notify of status changes. The options are:

• None: Nobody is notified.
• Internal: Internal staff are notified (e.g. the user who created the ticket, the rep, and the person the ticket is assigned to).
• All: All Followers are notified (e.g. everyone under Internal and the customer or supplier’s contact person).

Followers can be added to or removed from the ticket in its edit view with Menu (button) > View/Edit Followers.

A submenu (also opened by right-clicking the entry) with these options:

• Move Up: Moves the entry one row higher.
• Move Down: Moves the entry one row lower.
• Delete: Deletes the entry.

Select the status to set on the original ticket once it is copied.

Leave blank to keep its status.

A submenu (also opened by right-clicking the entry) with these options:

• View/Edit Note: Lets you view, edit, or create notes.
• Edit User Access: Sets user access for the Copy Rule.
• Delete: Deletes the Copy Rule.

Available only if there are no notes yet (or all the notes are deleted).

Default notes can be edited.

Select one of these sets of default notes:

• Standard: Note, Message, Call, Meeting, Resolved.
• Helpdesk: Note, Message, Call, Meeting, No Response in 72 hours, Resolved.
• NCR: 1.Problem, 2.Containment, 3.Correction, 4.Root Cause, 5.Corrective Action, 6.Evaluation, 7.Approval.

A dropdown list of all the created statuses.

Select the status the ticket gets when the note is added, or select Unchanged.

You can also select a status manually when you add a note.

A dropdown list of users.

The ticket is assigned to the selected user when the note is added.

Can be left blank.

The user the ticket is assigned to can be manually changed when notes are added.

Provides a dropdown list of all the created Transaction Types.

Lets you add a note when a linked transaction’s status is changed to a particular status as selected in the Trans Status column.

If the added note changes the ticket’s status, the change is applied only if the status is later in the hierarchy of statuses than the ticket’s current status. For example, a note can change a ticket from Active to Complete, but not from Complete to Active.

A submenu (also opened by right-clicking the entry) with these options:

• View/Edit Note: Lets you create, edit, or view an additional note.
• Delete: Deletes the note entry.

Adds these categories:

• Audit Finding
• Process Related
• Production Related
• Safety, Health & Environment (SHE)
• Supplier Return

Appears only if the setting NCR > Enable NCR is checked. For NCRs, it replaces the General > Enable Company setting.

Lets you select the company type for each category. The options are:

• Internal
• Customers
• Suppliers

Applies only if this setting is enabled: General > Enable Service Level Agreements (SLA).

A dropdown list of severity icons. The options are:

• Low
• Medium
• High

Applies only if this setting is enabled: General > Enable Service Level Agreements (SLA).

Enter the number of hours the ticket should take to resolve.

Shows a list of staff.

Click the staff names and click Select (button) to add them.

Select the Followers who receive the email:

• All
• Internal
• External

Applies only if the template is emailed.

Select one of these options:

• Print only
• Email only
• Print & Email

A submenu (also opened by right-clicking the entry) with these options:

• Load Reportbuilder (.rtm) file: Loads a file created in Form Designer to use as a template.
• Edit Email Body: Creates the email body text.
• Edit Email Subject: Creates the subject line for the email.
• View/Edit Entities: Allocates the template to specific entities.
• Delete: Deletes the template.