Service Service Ticket Overview Creating & Processing Service Tickets
Creating and Processing Service Tickets
A Service Ticket may be created in several places within the SedonaOffice application; each creation method will be described in this section. The data entry forms contained within a Service Ticket are comprised of several data entry fields. For detailed descriptions of each data entry field on each form refer to the Service Topics links for more information.
This section will follow a ticket from creation all the way through to invoicing and closing the ticket. The example processing flow will assume a technician is dispatched on site, parts are used and other charges are billed to the customer. The example will also assume the System is out of warranty and charges will be calculated according to the Service Level rules for the Service Ticket.
For internally processed service tickets that are created for part sales that are shipped to a customer, a technician must be assigned to the ticket to be able to put parts on the ticket. To manage this, typically a fictitious Technician is created named Parts, and is linked to the Main warehouse. When the ticket invoices or closes, the inventory will be properly relieved. A Service Company named Parts may also be setup for this purpose so that internally processed tickets do not appear on the Appointment Summary with all of the on-site tickets being scheduled and dispatched. When the Service Ticket is created, the User changes the Service Company to Parts for processing.
Follow the steps below to create a new Service Ticket.
1. Begin the ticket by using one of the navigation methods below. All of the options listed below will bring the User to the New Service Ticket Form.
· Navigate to the Main Application Menu and select he Service/Service Ticket Queue option. Once the Service Ticket Queue is displayed, press the New button at the lower right of the form. The customer lookup form will be displayed. Locate the customer and select the system for which the Service Ticket is being created.
· Open the Customer Explorer Record for which a Service Ticket will be created. Highlight the Service option from the Customer Tree; right-click and select New Service Ticket option.
· Open the Customer Explorer Record for which a Service Ticket will be created. Expand the customer tree for the System for which the ticket is being created; highlight the Service option within the System tree; right-click and select New Service Ticket option.
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