Service Tickets Tutorials

A service manager is a tool used to manage and streamline an organisation’s service management processes. It helps organisations automate and track service requests, incidents, queries, changes, and problems. It includes features for ticketing, management, and reporting. It aims to improve efficiency, reduce downtime, and ensure a higher level of service quality by enabling organisations to manage, prioritise, and resolve issues effectively.

The Service Manager in QuickEasy BOS can also be used to track and follow up on leads and to manage Projects. 

Before creating Service Tickets, Service Types must be created, added to a menu and user access must be set.

The navigation depends on where the Service Type is added (e.g. Operations > Service: Account Queries).

These tutorials explain how to create and edit service tickets. Tickets can be created after a Service Type has been created and added to a Menu Group.

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How to Create a Sales-Related Service Ticket

• The interface depends on the Service Type’s setup. Fields are prefilled if there is only one option (e.g. if there is only one Contact Person).
• The fields can be completed in any order.

1. Navigate to the Service Manager for Sales-Related enquiries.
2. Click New (button).
3. Status Bar:
   1. Status = Change the status if applicable (the status is the default status for new tickets).
   2. Status note = Type a status note (optional).
   3. Severity = Select a different severity level from the dropdown list if applicable.
   4. Hrs = Type the number of hours the ticket is expected to take (optional).
   5. Remind = Select a date on which to be reminded about the ticket.
   6. @ = Select a time for the reminder.
   7. Due = Select a date by which the ticket must be resolved.
   8. @ = Select the time by which the ticket must be resolved.
4. Customer = Select a customer from the dropdown list of customers.
5. Click Save (button) to auto fill the Contact and Rep fields (optional).
6. Contact = Select a contact person from the dropdown list of the customer’s contact people.
7. Rep = Select a rep from the dropdown list.
8. Category = Select a category from the dropdown list.
9. Reference = Select a reference from the dropdown list if there is one, else type a reference in the field provided.
10. Entity = Select an entity from the dropdown list.
11. Assign To = Select a Resource to assign the ticket to.
12. Lead Source = Select an option from the dropdown list if a lookup list was created, else type the name of the lead.
    • Note: The lead source is the source of the referral in general terms (e.g. website, rep, another customer). 
13. Referred By = Select a user from the dropdown list. This field is for internal purposes to track referrals by staff members.
14. Once-off = Type an amount in the adjacent block that the customer was quoted or will be quoted for a once-off service (e.g. setting up costs).
15. Annual = Type the amount you are likely to earn from the customer over the course of one year (e.g. monthly subscription fee x 12).
16. Probability % = Type the likelihood as a percentage that the customer will sign up for your service.
17. Click Save (button).
18. Click Notes (button) and select an option from the dropdown list (e.g. Message).
19. Complete the popup:
    1. Type a note in the block provided.
    2. Select a User to Assign the Task to (if applicable).
    3. Set a new Status (optional).
    4. Click Save (button).

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How to Create a Project Ticket

• The interface depends on the Service Type’s setup.
• The fields can be completed in any order.

1. Navigate to the Service Manager for Projects.
2. Click New (button).
3. Status Bar:
   1. Status = Change the status if applicable (the status is the default status for new tickets).
   2. Status note = Type a status note (optional).
   3. Severity = Select a different severity level from the dropdown list if applicable. 
   4. Hrs = Type the number of hours the ticket is expected to take (optional).
   5. Remind = Select a date on which to be reminded about the ticket.
   6. @ = Select a time for the reminder.
   7. Due = Select a date by which the ticket must be resolved.
   8. @ = Select the time by which the ticket must be resolved.
4. Customer = Select a customer from the dropdown list of customers.
5. Click Save (button) to auto fill the Contact and Rep fields (optional).
6. Contact = Select a contact person from the dropdown list of the customer’s contact people.
7. Rep = Select a rep from the dropdown list.
8. Category = Select a category from the dropdown list.
9. Reference = Select a Reference from the dropdown list if there is one, else type a reference in the field provided.
10. Entity = Select an entity from the dropdown list.
11. Assign To = Select a resource to assign the ticket to.
12. Click Save (button).
13. Click Projects (tab).
    1. Click Actions (button) > Add Project Template (on the Projects (tab)).
    2. On the left, select a template from the dropdown list and click Add (button).
    3. Click View (button) if the project details are not displayed.
    4. Find the task that must be performed next and set the entry’s status to Active.
14. Optional: Click Detail (tab).
15. Click Notes (button) and select an option from the dropdown list (e.g. Message).
16. Complete the popup:
    1. Type a note in the block provided.
    2. Select a User to Assign the Task to (if applicable).
    3. Set a new Status (optional).
    4. Click Save (button).

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How to Create an Accounts-Related Service Ticket

The interface depends on the Service Type’s setup. Fields are prefilled if there is only one option (e.g. if there is only one Contact Person). The fields can be completed in any order.

1. Navigate to the Service Manager for Account queries.
2. Click New (button).
3. Status Bar:
   1. Status = Change the status if applicable (the status is the default status for new tickets).
   2. Status note = Type a status note (optional).
   3. Severity = Select a different severity level from the dropdown list if applicable. 
   4. Hrs = Type the number of hours the ticket is expected to take (optional).
   5. Remind = Select a date on which to be reminded about the ticket.
   6. @ = Select a time for the reminder.
   7. Due = Select a date by which the ticket must be resolved.
   8. @ = Select the time by which the ticket must be resolved.
4. Customer = Select a customer from the dropdown list of customers.
5. Click Save (button) to auto fill the Contact and Rep fields (optional).
6. Contact = Select a contact person from the dropdown list.
7. Rep = Select a rep from the dropdown list.
8. Reference = Select a reference from the dropdown list if there is one, else type a reference in the field provided.
9. Entity = Select an entity from the dropdown list.
10. Assign To = Select a resource to assign the ticket to.
11. Click Save (button).
12. Click Notes (button) and select an option from the dropdown list (e.g. Message).
13. Complete the popup:
    1. Type a note in the block provided.
    2. Select a User to Assign the Task to (if applicable).
    3. Set a new Status (optional).
    4. Click Save (button).

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How to Edit a Service Ticket 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Edit the ticket as needed (see the tabs below for more detailed instructions). 
5. Click Save (button) on the top row.

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How to Expand the Notes 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit, or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Click Detail (tab) if applicable.
5. Click the Checkbox next to Expand. If checked, the full notes are shown. If unchecked, the notes are truncated.

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How to Edit Project Fields

The project details may also be edited. See Settings > Project Templates for more information. The editing options are on the context menu (right click an entry).

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Click Projects (tab).
5. For every entry the following fields can be edited:
   • Billing = Select a billing option from the dropdown list.
   • Resource = Select a resource from the dropdown list.
   • Predecessor = Select a predecessor from the dropdown list if there are predecessors.
   • Required = Select the date on which the task is required.
   • Start = Select a start date on the calendar.
   • End = Select an end date on the calendar.
   • Days = Type the number of days the task is expected to take.
   • Est Hrs = Type the number of hours the task is expected to take.
   • Status = Change the entry’s status if applicable.
6. Click Save (tab).

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How to Adjust the Project Dates 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit, or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Click Projects (tab).
5. Check that the Est Hrs and Days columns are filled in. If you edit the fields, click Save (button) to recalculate the totals.
6. Fill in the Required date for the first entry in the Required column.
7. Fill in the Start date for the first entry in the Start column.
8. Click Actions (button) and select one of these options:
   1. Update Start and End Dates (ASAP from First Start Date): Uses the start date and adjusts the dates accordingly. You are prompted to enter a start date if necessary.
   2. Update Start and End Dates (ALAP from First Required Date): Uses the required date and adjust the dates accordingly. You are prompted to enter a required date if necessary.

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How to Update Multiple Items 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Click Projects (tab).
5. Click Actions (button) on the Projects tab > Batch Update.
6. Select all the items that must be updated.
7. Select one of these options next to Update:
   • Status = Select a Template from the first dropdown list. Select a Status from the second dropdown list.
   • Required = Select a date on the calendar.
   • Start = Select a start date on the calendar.
   • End = Select an end date on the calendar.
   • Hrs =Type the number of hours in the adjacent field.
   • Days = Type the number of days in the adjacent field.
   • Billing = Select a billing option from the dropdown list (None, Fixed, Variable, Out of Scope).
   • Resource = Select a resource from the dropdown list.
   • Fix Dates = Check the checkbox to fix the dates or uncheck the checkbox to release the fix.
   • Tags =Select a tag from the dropdown list and click Add (button) to add it or Remove (button) to remove it and confirm the change.
8. Click Update (button) and confirm the update.

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Tutorials: Timekeeping

Timekeeping can be started or stopped from the Service Manager. The timekeeping records are shown in the Timekeeping module.

How to Record Timekeeping for a Service Ticket 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Start (button) on the top row of buttons.
   • Note: If the button shows Stop then a timekeeping record has already been started.
4. Confirm that you want to start the timekeeping.

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How to Record Timekeeping for a Project 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Projects (tab).
4. Click View (button) on the projects tab.
5. Click the task you want to start.
6. Click Start (button) on the top row of buttons.
   • Note: If the button shows Stop, then a timekeeping record has already been started.
7. Confirm that you want to start the timekeeping.

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How to Stop Timekeeping for a Service Ticket 

1. Navigate to the Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Stop (button) on the top row of buttons.
   • Note: If the button shows Start, then a timekeeping record is not currently active.
4. Confirm that you want to stop the timekeeping.
   • Note: The fields in the footer on the Projects tab display the Estimate and Actual Hours.

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How to View a Timekeeping Record 

1. Navigate to Timekeeping (e.g. Main Menu > Operations > Timekeeping).
2. Select the date next to Set.
3. Adjust any of the other filters if applicable (e.g. Resource, User, Statuses).
4. Click View (button) to display a list of timekeeping records.
5. The number and reference of the Service Ticket is shown in the Linked column.

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How to Process a Service Ticket

These tutorials explain how to resolve a service ticket.

How to Add Note Topics and Notes 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Detail (tab) if applicable.
4. Click Edit (button) on the top row.
5. Click Notes (button) and select an option from the dropdown list.
   1. Type the information in the notepad that is opened.
   2. Change the Assign To field if applicable.
   3. Click a Status if applicable.
   4. Click Save (button) on the notepad or click the X in the corner to close the note popup.

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How to Add Attachments

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Detail (tab) if applicable.
4. Click Edit (button) on the top row.
5. Click Attachments (button) and confirm that you want to add an attachment.
   1. Click one of the tabs:
      • Upload from Device (tab) = Drag a document onto the text Drop File Here or click Select Files From Your Device and navigate to the applicable file.
      • URL (tab) = Paste a URL in the block provided.
      • Capture Image = Use your camera to capture an image.
   2. Edit and complete the header information:
      1. Status = Change the status if applicable.
      2. Reminder = Select a reminder date from the calendar (optional)
      3. Description = Edit the name if applicable
      4. Type = Prefilled, but you can edit it.
      5. Issued = Click the arrow and select an issued date if applicable.
      6. Expires = Click the arrow and select an expiry date if applicable.
   3. Click Save (button) on the popup if not greyed out.
   4. Close the popup by clicking the X in the corner.
6. The attachment is listed below the Notes.

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How to Create a Transaction 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Click Actions (button) on the top row and select an option which depends on the setup. For example:
   • Quotations (From Project)
   • Quotations
   • Sales Order
5. A transaction is created and opened.

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How to Complete a Project or Service Ticket 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to edit or right click the ticket and select Edit from the context menu.
3. Click Edit (button) on the top row.
4. Click Detail (tab) if applicable.
5. Click Notes (button) and select Resolved from the dropdown list.
   • Note: If you added custom responses, you might have a different option (e.g. Complete).
6. Optionally type additional information on the notepad that opens.
7. If you changed any information, click Save (button) else click the X in the top corner.

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How to Delete a Service Ticket

Deleted tickets are sent to the Recycle Bin from where they can be restored or permanently deleted.

1. Navigate to the applicable Service Manager.
2. Right click the ticket you want to delete and select Delete from the context menu.
3. Confirm the deletion.

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Tutorials: Viewing 

These tutorials explain the different displays.

How to Display a Service Ticket 

1. Navigate to the applicable Service Manager.
2. On the list of service tickets, double click the ticket you want to display.

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How to View all Tickets for a Customer or Supplier 

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to view.
3. Click Detail (tab) if applicable.
4. Click Actions (button) > Ticket.
5. All the tickets related to the same Company (Customer or Supplier) are displayed.
   • Note: You can right click an entry on the list on the Ticket tab and select Link Ticket / Unlink Ticket or Open Ticket from the context menu.

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How to View all the Transactions for a Customer or Supplier 

1. Navigate to the Service Manager.
2. Double click the ticket you want to view.
3. Click Detail (tab) if applicable.
4. Click Actions (button) > Company.
5. All the transactions related to same Company (Customer or Supplier) are displayed.
   • Note: You can right click a transaction and select Link Transaction or Open Transaction from the context menu.

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How to View a Gantt Chart

• The Gantt chart is only available if Projects are enabled. It displays a list of tasks with start and finish dates, and a visual representation of these dates on the adjacent calendar.
• When viewing the Gantt chart, you can jump to the entry on the calendar by right clicking the entry and selecting Scroll to Task on the context menu.

1. Navigate to the applicable Service Manager.
2. Double click the ticket you want to view.
3. Click Gantt (tab).

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How to Edit Multiple Service Tickets (Batch Updates)

1. Navigate to the applicable Service Manager.
2. Click Actions (button) > Batch Update.
3. Select one of these options next to Update and complete the adjacent field:
   • Assign To: Select a user from the dropdown list.
   • Category: Select a category from the dropdown list.
   • Due Date: Select a due date from the dropdown list.
   • Entity: Select an entity from the dropdown list.
   • Status: Select a status from the dropdown lists.
4. Click Update (button).
5. Confirm the changes.

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