Service Types Tutorials

A Service Type defines the interface for service tickets. You can create an unlimited number of Service Types.

💡These tutorials explain how to create and edit Service Types and manage their statuses, note topics, categories, project tags, resources and Copy Rules.

Service Types#

These tutorials explain how to create and edit Service Types.

How to Create a Service Type#

1. Navigate to Service Types.
2. Click New (button).
3. Click Add/Edit (button) if it is not blue.
4. Description = Enter a description for the Service Type.
5. Code = Enter a brief description for the Service Type.
6. Entity = Select an entity from the dropdown list or select all.
7. Click Settings (tab).
   1. Click Settings (button) next to Add.
   2. Select all the settings you want to add. Only those you want to change need to be added.
   3. Click Add/Update (button) and confirm that you want to add the settings.
   4. For each added setting, click the Value column next to it and select or enter the information.
   5. Close the popup.
8. Click Save (button) to update the tabs based on the settings.
9. Complete the tabs (see the topics for each tab below).
   • Note: Add at least one status (Statuses tab) and one category (Categories tab). Tickets cannot be created for a Service Type without them.

How to Edit a Service Type#

1. Navigate to Service Types.
2. Click View (button).
3. Double-click the Service Type you want to edit.
4. Click Add/Edit (button) if it is not blue.
5. Change any of the fields as needed.
6. Click Save (button).

How to Delete a Service Type#

1. Navigate to Service Types.
2. Click View (button).
3. Right-click the Service Type you want to delete and select Delete.
4. Confirm the deletion on the popup.

How to Select Transactions for Creation#

1. Edit a Service Type.
2. Click Settings (tab).
3. Click Add/Edit (button) if it is not blue.
4. Add the setting:
   1. Click Settings (button).
   2. Click the setting: General > Transactions.
   3. Click Add/Update (button).
   4. Confirm that you want to add the settings.
5. On the Settings tab, click Edit in the Value column next to General > Transactions.
   • To add Transaction Types, move them from the Available section to the Selected section with the arrows in the middle.
   • To remove Transaction Types, move them from the Selected section to the Available section with the arrows in the middle.
6. Click Save (button).

How to Create a Lead Source Lookup List#

1. Edit a Service Type.
2. Click Add/Edit (button) if it is not blue.
3. Click Settings (tab).
4. Add the setting:
   1. Click Settings (button).
   2. Click the setting: Sales > Enable Sales (Lead Source, Referrer, Value, Probability).
   3. Hold down the Ctrl key and click the setting Sales > Lead Source Lookup.
   4. Click Add/Update (button).
   5. Confirm that you want to add the two settings.
5. On the Settings tab:
   1. Check the box in the Value column next to Sales > Enable Sales (Lead Source, Referrer, Value, Probability).
   2. Click the Value column next to the setting Sales > Lead Source Lookup and enter the lead sources (e.g. Website, Telemarketing, Referral).
      1. Enter the list one entry at a time, pressing Enter after each entry.
      2. Check the box next to Auto Height to see the full list.
6. Click Save (button).

How to Create a Reference Lookup List#

1. Edit a Service Type.
2. Click Add/Edit (button) if it is not blue.
3. Click Settings (tab).
4. Add the setting:
   1. Click Settings (button).
   2. Click the setting: General > Reference Lookup.
   3. Click Add/Update (button).
   4. Confirm that you want to add the setting.
5. On the Settings tab:
   1. Click the Value column next to the setting Reference Lookup and enter the references.
      1. Enter the references one at a time, pressing Enter after each one.
      2. Check the box next to Auto Height to see the full list.
6. Click Save (button).

Project Tags#

How to Create a Tag#

1. Edit a Service Type.
2. Click Project Tags (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click the top row where it shows: Click here to add a new row and fill in the details as follows:
   1. Code = Enter an abbreviation for the tag. The abbreviations show on the tickets.
   2. Description = Enter a description for the tag.
5. Click Save (button).

How to Edit a Tag#

1. Edit a Service Type.
2. Click Project Tags (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Edit any of the fields.
5. Click Save (button).

How to Delete a Tag#

1. Edit a Service Type.
2. Click Project Tags (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the entry you want to delete and select Delete.
5. Confirm the deletion on the popup.

Statuses#

These tutorials explain how to create and edit statuses for Service Types.

How to Create Default Statuses#

1. Edit a Service Type.
2. Click Statuses (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click Add Default Statuses (button) and select a set of default statuses from the dropdown list.
5. Edit any of the entries if applicable.
6. Click Save (button) if it is not greyed out.

How to Add Statuses#

1. Edit a Service Type.
2. Click Statuses (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click the top row where it says: Click here to add a new row and fill in the details as follows:
   1. Code = Enter a short description for the code (e.g. Pending).
   2. Description = Enter an explanation of when the status is used (e.g. Pending Approval).
   3. Default = Select New from the dropdown list if this status must be applied to new tickets.
   4. Group = Select a group from the lookup list of groups. The options are:
      • Pending: The ticket is incomplete and can be changed.
      • Active: The ticket is active.
      • Complete: The ticket is complete.
      • Cancelled: The ticket is inactive or cancelled.
   5. Notification = Select who is notified when the status changes:
      • None: Nobody is notified.
      • Internal: Only internal staff members are notified.
      • All: Customers, suppliers and staff are notified.
   6. Colour = Click inside the colour block and select a different colour from the available colours.
5. Click Save (button) if it is not greyed out.

How to Reorder Statuses#

1. Edit a Service Type.
2. Click Statuses (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the applicable status and select Move Up or Move Down.
5. Click Save (button) if it is not greyed out.

How to Delete a Status#

1. Edit a Service Type.
2. Click Statuses (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the applicable status and select Delete.
5. Confirm the deletion on the popup.

Notes#

These tutorials explain how to create topics for notes to add to a ticket.

How to Add Default Note Topics#

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click Add Default Notes (button) and select one of these options from the dropdown list:
   • Standard
   • Helpdesk
   • NCR
5. Edit the notes as needed.
6. Click Save (button) if it is not greyed out.

How to Add a Note Topic#

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click the top row where it shows: Click here to add a new row.
5. Fill in the details as follows:
   1. Reference = Enter a name for the note.
   2. Set Status = Select a status option from the dropdown list of statuses. Select Unchanged if you do not want to change the status.
   3. Assign To = Select the user you want to assign the ticket to from the dropdown list.
   4. Transaction = Select a Transaction Type from the dropdown list if applicable. This feature creates a note when that transaction is created and set to the status as selected in the next step.
      • Note: Press Backspace to remove the Transaction Type if you do not want one.
   5. Trans Status = Select a status for the transaction that triggers the note.
6. Click Save (button) if it is not greyed out.

How to Edit a Note Topic#

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Edit any of the fields.
5. Click Save (button) if it is not greyed out.

How to Add a Note to a Note Topic#

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click any of the Note Topics and select View/Edit Note.
5. Enter a note in the box provided.
6. Click Save (button) if it is not greyed out.

How to View or Hide Notes Linked to Note Topics#

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Preview (button). Any notes appear indented in the Reference column below the applicable heading.
   • Note: To hide the notes, click Preview (button) again (it is greyed out while the notes show).

How to Delete Note Topics#

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the applicable Note Topic and select Delete.
5. Confirm the deletion on the popup.

Categories#

How to Create a Category#

1. Edit a Service Type.
2. Click Categories (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click the top row where it shows: Click here to add a new row.
5. Fill in the details as follows:
   1. Description = Enter a description for the category.
   2. Severity = Select how urgent the matter is from the dropdown list:
      • Low
      • Medium
      • High
   3. SLA Hrs = Enter the number of hours you expect resolving a ticket to take.
   4. Colour = Click inside the block to show an arrow. Click the arrow and select a colour.
6. Click Save (button) if it is not greyed out.

How to Edit a Category#

1. Edit a Service Type.
2. Click Categories (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Edit the fields.
5. Click Save (button) if it is not greyed out.

How to Delete a Category#

1. Edit a Service Type.
2. Click Categories (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the category you want to delete and select Delete.
5. Confirm the deletion on the popup.

Project Resources#

How to Add Staff#

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click Add Staff (button).
5. Click the staff members to add (use Ctrl + left-click to select more than one).
6. Click Select (button).
   • Note: The selected staff members are added. If you select all the staff members, those who are already added are skipped.

How to Create a Resource#

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Click the top row where it shows: Click here to add a new row.
5. Fill in the details as follows:
   1. Code = Enter an abbreviation for the description.
   2. Description = Enter the description.
   3. Hourly Rate = Enter the hourly rate of the resource.
   4. Active (checkbox) = Check the box if the resource is active.
6. Click Save (button) if it is not greyed out.

How to Edit a Resource#

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Edit the fields as needed.
5. Click Save (button) if it is not greyed out.

How to Delete a Resource#

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the resource you want to delete and select Delete.
5. Confirm the deletion on the popup.

How to Set Up a Profit or Loss Statement#

1. Edit a Service Type.
2. Click Settings (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Add the settings:
   1. Click Settings (button) next to Add.
   2. Hold down the Ctrl key and click each of the settings in the group Profit/Loss.
   3. Click Add/Update (button).
   4. Confirm that you want to add the settings.
   5. Close the settings popup by clicking the X in the corner.
5. Edit the added settings as follows:
   1. Profit/Loss > Timekeeping – Expenses (+): Check the box in the Value column if you want the timekeeping cost (time worked multiplied by the hourly rate) to be added to the profit or loss.
   2. Profit/Loss > Transactions – Expenses (-):
      1. Click the Value column and click Edit.
      2. On the popup: find any Transaction Types in which returns or refunds from suppliers are recorded (e.g. Supplier Debit Notes).
      3. Hold down the Ctrl key and click the Transaction Types in the Available column you want to add.
      4. Click the arrow to move them to the Selected column.
      5. Click Save (button).
   3. Profit/Loss > Transactions – Expenses (+):
      1. Click the Value column and click Edit.
      2. On the popup: find any Transaction Types in which expenses are recorded (e.g. Supplier Invoices).
      3. Hold down the Ctrl key and click the Transaction Types in the Available column you want to add.
      4. Click the arrow to move them to the Selected column.
      5. Click Save (button).
   4. Profit/Loss > Transactions – Income (-):
      1. Click the Value column and click Edit.
      2. On the popup: find any Transaction Types in which returns or refunds to customers are recorded (e.g. Customer Credit Notes).
      3. Hold down the Ctrl key and click the Transaction Types in the Available column you want to add.
      4. Click the arrow to move them to the Selected column.
      5. Click Save (button).
   5. Profit/Loss > Transactions – Income (+):
      1. Click the Value column and click Edit.
      2. On the popup: find any Transaction Types in which income is recorded (e.g. Customer Invoices).
      3. Hold down the Ctrl key and click the Transaction Types in the Available column you want to add.
      4. Click the arrow to move them to the Selected column.
      5. Click Save (button).
6. Click Save (button) if it is not greyed out.

Copy Rules#

These tutorials explain how to create and edit Copy Rules for Service Types.

How to Create a Copy Rule#

1. Edit a Service Type.
2. Click Copy Rules (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Complete the top row as follows:
   1. Copy To = Select the Service Type you want to copy the ticket to from the dropdown list.
   2. Set From Status = Select a status from the dropdown list if you want to change the ticket’s status once it is copied. Leave the field blank to keep the status.
   3. Caption = Enter a caption that appears on Actions (button) (e.g. Copy to Projects).
   4. Reset Flow = Check the box if the new service ticket is not related to the one being copied. Leave it unchecked if the ticket must be linked (e.g. if you copy a sales ticket to a project ticket).
   5. Copy Projects = Check the box if the project must be copied. (Applies only if the Service Type uses projects.)
5. Click Save (button) if it is not greyed out.
6. Right-click the rule that was just created and select Edit User Access.
7. Move users from the Available section to the Selected section to give them access to the rule, or from Selected to Available to remove their access.

How to Edit Copy Rules#

1. Edit a Service Type.
2. Click Copy Rules (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Edit any of the fields as needed.
5. Click Save (button) if it is not greyed out.

How to Add a Note to a Copy Rule#

1. Edit a Service Type.
2. Click Copy Rules (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the applicable rule and select View/Edit Note.
5. Enter a note in the box provided.
6. Click Save (button).
7. Click Notes (button) on the Copy Rules tab to display the note below the rule.

How to Delete a Copy Rule#

1. Edit a Service Type.
2. Click Copy Rules (tab).
3. Click Add/Edit (button) on the top row if it is not blue.
4. Right-click the applicable Copy Rule and select Delete.
5. Confirm the deletion on the popup.