This allows the user to define templates which can be used to set up Service Templates (Recurring Service Tickets) for a specific company. These templates can also be used for one-off service tickets.
Screen Element Description
Template Name Enter a template / description name.
Board Select the appropriate service board from the list.
Status Select the appropriate status from the list.
Service Type Select the appropriate service type for this ticket template.
Service Location Select the appropriate location for this template.
Team To change the default value, select the service team responsible for this ticket template.
Budget Hours Enter the number of hours that have been budgeted for this ticket template (if applicable).
Source Select the appropriate source for this ticket template.
Severity Select the severity of this ticket template from the list.
Impact Select the impact of this ticket template from the list.
Priority Select the priority for this ticket template.
Summary Enter a one line summary for this ticket template.
Detail Description Option to enter a detailed description that clearly defines the issues for ticket template.
Internal Analysis Option to enter information that clearly states the internal analysis for this ticket template.
Assigned by To change the default member, use the magnifying glass to search and select the appropriate member.
Notify “Assigned By” Member
Check this box if you want an email to be sent to the member who created this ticket template when a service ticket that is generated is closed.
Generation Options: Schedule
The number of days before the actual schedule date the resource(s) needs to be scheduled and display on the dispatch portal.
Generation Options: Service Ticket
The number of days before the actual schedule date the service ticket needs to be generated and listed on the service board.
Attach schedule to:
There are two options:
A new service ticket each time
The last service ticket that was created (keeps adding to the one original ticket)
Page 160 Resource Tab
Optional to set up the resource cycle at the template level.
Screen Element Description
Assign to: Select one of the following options:
Account Manager (Team tab)
Account Tech (Team tab)
All Team Members
Business Unit Manager
Controller
COO
Dispatch
Duty Manager
Location Manager
Other (Team tab)
Territory Manager
Start Time Enter the time that the service event is scheduled to begin.
Finish Time Enter the time that the service event is scheduled to end.
Hours Automatically calculated based on start and finish times and dates.
Status Select Firm or Tentative
Reminder Select the amount of time you want the resource to be reminded in advance of the service event.
Recurrence Pattern
Select one of the following options:
Daily
Weekly – Recur every # week(s) and select the day(s)
Monthly – Which Day of every # month(s) OR The First-Fourth/Last Sunday-Saturday of every # month(s)
Yearly – Every Month and Day OR The First-Fourth/Last Sunday-Saturday of Month
Start Select the start date to schedule the resource for this ticket template.
Finish Select the end date to stop the schedule for resource for this ticket template OR select No Ending Date
Tasks Tab
Optional to set up Tasks at the template level.
Screen Element Description
Priority Enter the priority number for this task
Service Code Select the code that is already defined for this service board - optional.
Description If a service code is selected the description will default. Else enter the description of the task to be completed.
Finance Tab
Optional to set up Financial options at the template level.
Screen Element Description
Work Role Select the default work role for the resource used for this ticket template.
Work Type Select the default work type to be done by the resource for this ticket template.
Bill Time Bill Expenses Bill Products
For each field, select from the following options:
Billable
Do not bill
No charge
No default
Method Select the billing method for this service ticket. The options are:
Actual Rates
Fixed Fee
Not to Exceed
Override Rate
Hourly Rate If you chose Fixed Fee, the next field‟s caption will change to Billing Amount: Enter the fixed fee amount for this service ticket. If you chose Override Rate, then this field is not grayed out and you can enter an override hourly rate for this service ticket.
Est. Revenue Enter the estimated revenue that this service ticket is expected to generate.
PO Number Enter the purchase order number that the client has assigned to this service ticket. The ticket must also have “Bill this service ticket separately” checked in order for this to print on the invoice.
Reference Enter an internal reference description for this service ticket.
Bill this service ticket separately
Check this box if you want this service ticket to be invoiced separately from all other service provided to this client.
Bill this service ticket only after it has been closed
Check this box if you want this service ticket to be invoiced only after it has been closed.
Bill unapproved time and expense records
Check this box if you want the service ticket invoiced even though the time and expense reports for the resource have not been approved.
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