SedonaSchedule                               SedonaSchedule Designed Functionality                      Ticket Design

Tickets Overview

Service and Inspection Tickets are designed to track the income and expenses associated with servicing your customer’s installed systems and to compile a service history for the life of the System. 

Tickets are classified with four unique types; Service Tickets, Inspection Tickets (also know as preventative maintenance), Vendor Tickets, and Vendor Inspection Tickets.  Each ticket type is typically maintained and accessed from separate Ticket queues.  Below are the definitions for each ticket type.

·Service Tickets - These are Tickets where your company is responsible for performing the work.

·Inspection Tickets - These types of Tickets are generated in bulk on a periodic basis; usually once a month.  The need to generate Inspection Tickets is based upon an Inspection Record that is setup on a customer's System record.  On the Inspection setup, a default Service Company is assigned to the Inspection record; this identifies whether your company will be performing the Inspection.

·Vendor Tickets - These are Tickets where a Service Provider (subcontractor) is performing the work on the Ticket.  if a Service Provider is the typical servicer of the System, you may set the default Service Company on the System record to a Service Provider.  When a new Ticket is created, the default Service Company on the System record is used; if that is set to a Service Provider type Service Company, the Ticket will automatically be coded as a Vendor Ticket.

Regular Service Tickets may be turned into Vendor Tickets by changing the Service Company to a Service Provider type [service Company] on the Service Ticket data entry form.

·Vendor Inspection Tickets - Similar to regular Inspection Tickets; on the Inspection setup, if a Service Provider type of Service Company is selected, when the Inspection Ticket generation process occurs, Inspection Tickets will be coded as Vendor Inspection type tickets.

Service Tickets and Vendor Tickets are manually created as needed and Inspection Tickets and Vendor Inspection Tickets are created in bulk usually for a one month period of time.  Service and Inspection tickets are created for a “System” not for a customer or site.  All history of service is saved with the System record. 

The application will automatically calculate billable parts, labor and other charges for the service ticket once a resolution code has been selected.  The resolution code selected must have the billable flag set to be able to override Warranty and Service Levels if needed.  Items that are considered billable to the customer, is dependent on several factors.  The application first looks at the Warranty date assigned to the System; evaluates whether the warranty is still in effect and what types of charges are covered by the Warranty if still within the warranty period.  If the warranty has expired, the application then looks at the Service Level assigned to the System, and which types of charges are covered by the Service Level.  You have the option of overriding either the Warranty or the Service Level if you want to invoice the customer due to unusual circumstances such as damage caused by the customer.

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