Create a New Service Ticket for a Company

Owned by Stephanie Pepper (e-manage|ONE)
Last updated: Jul 10, 2023
3 min read

To create a new service ticket for the currently open company location, follow these steps:

Select "Create New Service Ticket" from the "Service" dropdown options. This will open the New Service Ticket Window as a tab in the main e-manage window, already assigned to the current company location.

Note: If you have a serviceable item associated with the item you are servicing, it is recommended to create the service ticket from the serviceable item. This ensures the carryover of warranty and service agreement information, as well as proper costing of the service agreement. Service tickets can also be created from the e-manage Web Portal while a salesperson or service technician is at a job site.

In the New Service Ticket Window, you can fill out the following details:

  • "Bill To" Company Location: If you need to set a different company location as the billing address, you can drag and drop a company location onto the label or use the green "+" button. (Refer to the Company Labels section for more information.)

  • Required Fields: Fields marked with an asterisk (*) are mandatory.

  • Dropdown Lists: If there is only one option available in a dropdown list, it will automatically be selected. Choose the appropriate ticket type, which will also set the default value for the "Requires Implementation" checkbox. However, you can override this value after selecting the ticket type.

  • Serviceable Item: You can set the serviceable item type by dragging and dropping it from sources like Search e-manage, Recent Records, Favorites, or any grid displaying serviceable items. This associates the service ticket with the relevant serviceable item.

  • Sales Credit: This allows you to add salespeople to the service ticket for commission purposes.

The "Scope of Work" and "Note to Tech" fields are HTML text boxes, providing you with options to format the text using different fonts, colors, and bold styles. If you prefer to use the default font, simply type in the boxes. To format the text or apply different styles, click the "Use Text Builder" buttons next to each box. The resulting window allows you to type and format your text. Additionally, you can save frequently used text along with the formatting by checking the box next to the text and clicking the "Apply Checked Items" button.

You can also select a row and choose "Add to New Item" to make any necessary changes. Click the "Apply Text" button to close the window and insert the text into the appropriate rich text box.

After completing the Service Ticket details, click the "Save" button. Once saved, you have the option to print the ticket for your service technician or allow your technician to access it using the e-manage Web Portal.