Service Tickets
- Stephanie Pepper (e-manage|ONE)
The Create a New Service Ticket action menu item creates a new service ticket for the currently open contact's company location.
Although you can create service tickets using this method, if you have a serviceable item created for what you are servicing, you should create the service ticket from the serviceable item to carry over the warranty and service agreement information and to cost the service agreement (cost of service agreements comes only from service tickets created on serviceable items covered under the service agreement. Service Tickets can also be created from the e-manage Web Portal while a salesperson or service technician is out at a job-site.
Click the New Service Ticket action menu item. The New Service Ticket Window will appear as a tab in the main e-manage window already assigned to the currently open contact's company location.
You can set the "Bill To" to a different company location by dragging and dropping a company location onto the label or using the green + button (see Company Labels for more information). The required fields of this form are denoted by an "*" asterisk. If there is only one list item available, the drop down list box will automatically be filled out with the one value. Choosing a ticket type will also set the Requires Implementation checkbox to the default set by your administrator, although, you can override this value once the ticket type has been chosen. You can also set the Serviceable Item type by dragging and dropping one from Search e-manage, Recent Records, or Favorites or any grid that serviceable items are listed within. Sales Credit allows you to add salespeople to the service ticket for commissions.
The Scope of Work and Note to Tech are Rich Text Boxes, meaning that you can format the text with different fonts, colors, and bold. If you are not interested in changing the font, you can simply type in the boxes with the default font. To change the font or type in different styles, click the Use Text Builder buttons next to each box and use the resulting window to type and format your text. In the builder, you can also save text that you use all the time along with the formatting for use later simply by checking the box next to the text and clicking the Apply Checked Items button.
You can also click on a row and Add to New Item, make any changes, then click the Apply Text button to close the window and put the text in the appropriate Rich Text Box.
Once the Service Ticket is saved, you can print the ticket to give to your service tech, or your service tech can open it using the e-manage|ONE Web Portal.