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 BOS can also be used to track and follow up on leads and to manage Projects. 

Navigation: Main Menu > Setup > Service Types

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Tutorials: 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 Edit (button) if it is not greyed out.
4. Description = Type a description for the Service Type.
5. Code = Type 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 all the added settings, click next to the setting in the Value column and select or type the necessary information.
8. Click Save (button) to update the tabs based on the settings.
9. Complete the tabs (see the individual topics for each of the tabs below).

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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 Edit (button) if it is not greyed out.
5. Change any of the fields as needed.
6. Click Save (button).

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How to Delete a Service Type

• A Service Type that has been used cannot be deleted.
• The deletion is permanent. Unlike service tickets, service types are not sent to the recycle bin.

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

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How to Add Transactions to a Service Type

You only need to add the first transaction type in a transaction flow because the other transactions are created by copying the initial transaction.

1. Edit a Service Type.
2. Click Settings (tab).
3. Click Edit (button) if it is not greyed out.
4. Click Settings (button).
5. Click the setting: General > Transactions.
6. Click Add/Update (button).
7. Confirm that you want to add the settings.
8. On the Settings tab click Edit in the Value column.
9. To Add transactions: Move the Transaction Types from the Available to the Selected section using the arrows in the middle.
10. To Remove transactions: Move the Transaction Types from the Selected to the Available section using the arrows in the middle.
11. Click Save (button).

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How to Create a Lead Source Lookup List 

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

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How to Create a Reference Lookup List 

1. Edit a Service Type.
2. Click Settings (tab).
3. Click Edit (button) if it is not greyed out.
4. Click Settings (button).
5. Click the setting: Reference Lookup.
6. Click Add/Update (button).
7. Confirm that you want to add the setting.
8. On the Settings tab:
   1. Click the Value column next to the setting Reference Lookup and type the references.
      1. Type one word, press Enter.
      2. Check the checkbox next to Auto Height to see the full list. 
9. Click Save (button).

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Tutorials: Project Tags

Tags allow you to add a description to project items. These tutorials explain how to create and edit project tags.

How to Create a Tag 

1. Edit a Service Type.
2. Click Project Tags (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Click the top line that shows: Click here to add a new row and fill in the details as follows:
   1. Code = Type an abbreviation for the tag. The abbreviations show on the tickets. To save space, you could use a consistent 3 or 4-digit code for the tag codes.
   2. Description = Type a description for the tag.
5. Click Save (button).

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How to Edit a Tag 

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

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How to Delete a Tag 

1. Edit a Service Type.
2. Click Project Tags (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Right click the entry you want to delete and select Delete from the context menu.
5. Confirm the deletion.

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Tutorials: 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 Edit (button) on the top row if it is not greyed out.
4. Click Add Default Statuses (button) and select a default status from the dropdown list.
5. Edit any of the entries if applicable.
6. Click Save (button).

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How to Add Statuses 

1. Edit a Service Type.
2. Click Statuses (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Click the top row where it says: Click here to add a new row and fill in the details as follows:
   1. Code = Type a short description for the code (e.g. Pending).
   2. Description = Type an explanation of when the status is used (e.g. Pending Approval).
   3. Editing = Select an editing option for the status. The options are:
      1. None: No changes are allowed.
      2. All: The ticket may be edited. 
      3. Status Only: Only the status may be changed.
   4. Default = Select New from the dropdown list if this status must be applied to new tickets.
   5. Group = Select a group from the lookup list of groups. The options are:
      1. Pending: The entry is incomplete and can be changed.
      2. Active: The entity is active.
      3. Cancelled: The entity is inactive / cancelled.
   6. Notification: Select who should be notified when the status changes:
      1. None: Nobody is notified.
      2. Internal: Only internal staff members are notified.
      3. All: Customers, suppliers, and staff will be notified.
   7. Colour: Click inside the colour block and select a different colour from the available colours.
5. Click Save (button).

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How to Reorder Statuses

Statuses should be listed in the order they are used to facilitate actions like next or previous status.

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

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How to Delete Statuses

Statuses that have been used cannot be deleted.

1. Edit a Service Type.
2. Click Statuses (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Right-click the applicable status and select Delete from the context menu.
5. Confirm the deletion.

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Tutorials: Notes

These tutorials explain how to create topics for notes that should be added to a ticket.

How to Add Default Note Topics

Default Note Topics can only be added if the list is empty.

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Add Default Notes (button) and select a default preset from the dropdown list (e.g. Standard, Helpdesk).
4. Edit the notes as needed.
5. Click Save (button).

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How to Add a Note Topic

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Click the top row where it shows: Click here to add a new row.
5. Fill in the details as follows:
   1. Reference = Type 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 the ticket could result in a transaction.
      • Note: Use the backspace key to delete a Transaction Type if you do not want one.
   5. Trans Status: Select a Status group for the transaction. If a transaction is created, it is set to this status.
      • Note: The dropdown list contains the status groups (e.g. Pending, Active, Complete, Cancelled) and not the custom statuses created for the transaction type.
6. Click Save (button).

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How to Edit a Note Topic 

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

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How to Edit a Note Topic

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

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How to Display or Hide Notes 

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Preview (button).  If there are notes they are displayed indented in the Reference column below the applicable heading.
   • Note: Click Preview (button) if it is greyed out to hide the notes.

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How to Delete Note Topics 

1. Edit a Service Type.
2. Click Notes (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Right click the applicable Note Topic and select Delete from the context menu.
5. Confirm the deletion.

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Tutorials: Categories

Categories allow you to group and sort service tickets. These tutorials explain how to create and edit categories.

How to Create a Category 

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

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How to Edit a Category 

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

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How to Delete a Category 

1. Edit a Service Type.
2. Click Categories (tab).
3. Click Edit (button) on the top row if it is not greyed out. 
4. Right click the category you want to delete and select Delete from the context menu.
5. Confirm the deletion.

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Tutorials: Project Resources 

Project Resources refer to people or services you can use to deal with the service tickets. These tutorials explain how to create and edit Project Resources.

How to Add Staff 

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Add Staff (button).
4. Click the staff members to add (Use Ctrl + Left click to multi-select).
5. Click Select (button).
6. The selected staff members are added.
   • Note: If you select to add all the staff members, those who are already added are skipped.

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How to Create a Resource  

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Edit (button).
4. Click the top row where it shows: Click here to add a new row.
5. Fill in the details as follows:
   1. Code = Type an abbreviation for the description.
   2. Description = Type the description.
   3. Hourly Rate = Type the hourly rate of the resource.
   4. Active (checkbox) = Check the box if the resource is active.
6. Click Save (button).

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How to Edit a Resource

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Click Edit (button).
4. Edit the fields as needed.
5. Click Save (button).

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How to Delete a Resource 

1. Edit a Service Type.
2. Click Project Resources (tab).
3. Right-click the resource you want to delete and select Delete from the context menu.
4. Confirm the deletion.

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Tutorials: Profit or Loss Statement

A profit and loss can be displayed for projects or non-conformance reports.
Once setup (as per the instructions below), each relevant timekeeping record or transaction must be allocated to the applicable service ticket.

1. Edit a Service Type.
2. Click Settings (tab).
3. Click Edit (button) on the top row if it is not greyed out.
4. Click Settings (button) next to Add.
5. Press Ctrl key and click each of the settings in the group Profit/Loss.
6. Click Add/Update (button).
7. Confirm that you want to add the items.
8. Close the settings popup by clicking the X in the corner.
9. Edit the added settings as follows:
   1. Profit/Loss > Timekeeping – Expenses (+): Check the checkbox in the Value column if you want the timekeeping cost to be added to the profit or loss. (Time worked multiplied by the hourly rate.)
   2. 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. Click the transaction type in the Available column and click the arrow to move it to the Selected column.
      4. Click Save (button).
   3. 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. Click the transaction type in the Available column and click the arrow to move it to the Selected column.
      4. Click Save (button).
   4. 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. Click the transaction type in the Available column and click the arrow to move it to the Selected column.
      4. Click Save (button).
   5. 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. Click the transaction type in the Available column and click the arrow to move it to the Selected column.
      4. Click Save (button).
10. Click Save (button).

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