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Service Request

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Security

These settings determine the level of access given to the Service Request form:

Module:

  • System > System Setup > Company Maintenance / Modules in Use / CRM Basics / Contacts and Relationships
  • System > System Setup > Company Maintenance / Modules in Use / CRM Basics / Customer Support.

Form:

  • User Preferences / Access / Suite / CRM Support or Mobile Service or Mobile Enquiry
  • User Preferences / Menu security / CRM / Service & Support / Service Requests.

Record:

Read:

  • CRM User Preferences / Privileges / Read All Records and/or Read Team Records / Service Request.

Add:

  • CRM User Preferences / Privileges / Add My Own Records / Service Request.

Edit:

  • CRM User Preferences / Privileges / Change All Records and/or Change Team Records / Service Request.

NUMBER

A droplist showing the service request Number and Summary.

New Service Requests

If Auto Codes are:

  • Selected - on Save, the service request number is created by the system
  • Deselected – in NUMBER enter a unique alphanumeric reference with a maximum of 30 characters.

Auto Codes are assigned under CRM > System > Setup / Auto Codes / Service Request.

Existing Service Requests

To select an existing service request:

  • select NUMBER
  • enter the service request number
  • [TAB] or [ENTER] off the field.

To search:

  • select NUMBER
  • enter a partial number or partial description
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to select.

Selecting the field title provides the option of choosing which fields are included in the search. By default All is selected.

ORGANISATION

The organisation associated with the service request.

The behaviour of ORGANISATION  is controlled by the CRM > System > Module Control / Service / Organisation setting:

  • Optional - field can be blank on save.
  • Compulsory - field cannot be blank on save.
  • Not required - if selected, ORGANISATION and Contact are not displayed on the form.
  • Optional to Open / Compulsory to Close - may be left blank on Save while the effective status is Open, but must be entered before Save when the effective status is Closed.

Select an option from the droplist, which shows the organisation's Name, Address 1, Address 2, Address3, and Post code.

To select:

  • select ORGANISATION
  • enter the organisation code or name
  • [TAB] or [ENTER] off the field.

To search:

  • select ORGANISATION
  • enter a partial description
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to view.

Existing Service Requests

Where the organisation is selected, the service request list is filtered to display only those service requests that belong to the organisation.

Drilldown capability is dependent on these access settings:

  • User Preference / Menu security / CRM / Relationships / Organisations.
  • CRM User Preferences / Privileges for Read All Records and/or Read Team Records.

Module Control Settings

CRM > System > Module Control / Service / Contracts/Logs/Resellers:

  • If both Service Requests AND Warn if no contract are selected, where no contracts exists for the selected organisation, the warning There are no contracts available for this organisation will display.
  • If Allow Reseller in Organisation Field is not selected, organisations that are of Relationship reseller will not be available in the droplist.

Overview

Summary (120) (mandatory)

A short description of the service request.

New Service Requests

Where Problem description is blank, on moving off Summary, entered summary text will populate the problem description field. This can be manually edited.

Where Summary is blank:

  • if Default Summary from problem text is selected in CRM > System > Module Control / Service / Calls/Service Requests, on Save, the summary is set to the first line of the problem text; otherwise
  • on Save, a Mandatory fields message is returned.

Priority

The importance/ranking given to the service request.

The Priority droplist shows priority descriptions for the current company.

Select a priority for the service request from the droplist.

Service request priorities are maintained via CRM > System > Utilities > Maintain Lookups / Communication/Service Request Priority.

Service person

The person assigned to this service request.

Select an option from the droplist, which displays the Service person's Surname, First name, and Alpha.

Where a Service Group is assigned to the service request, the droplist contains only those JC employees belonging to that service group. Where no Service Group is assigned, all active JC employees of the company are displayed.

New Service Requests

Can be left blank.

To select:

  • select Service person
  • enter the service person Surname, First name, or Alpha code.
  • [TAB] or [ENTER] off the field.

To search:

  • select Service person
  • enter a partial Surname, First name, or Alpha code.
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to view.

To select/deselect properties included in the enterprise search, select the Service person label. All is selected by default. ESC or a single click/tap outside of the property search filter will close the menu.

Assigned user

The person currently handling the service request.

On creation of a new service request, Assigned user defaults using these hierarchy:

  • User Preferences / CRM / More Privileges / Assign default user on new / Service Request - <Mine>, <Unassigned>, or <Module Default>
  • CRM > System > Setup / Security / Assign default user on new / Service Request - <Mine> or <Unassigned>

The Service Request setting affects both calls and service requests

Where Assigned user is:

  • selected, on Save the service request is added to the Service Requests panel of the assigned user.
  • unassigned, on Save the service request is added to the Unallocated SRs panel for assigning.

Status (mandatory)

The current status of the service request.

For new service requests, Status defaults from CRM > System > Module Control / Service / Default Status.

Service request statuses are maintained via CRM > System > Service & Support > Maintain Service Request Status.

Where Status is set to closed, on Save:

  • all fields are set to read only except for Status.

Location

The location where the service is required.

The behaviour of Location is controlled by CRM > System > Module Control / Service / Location setting:

  • Optional - field can be blank on Save.
  • Compulsory - field cannot be blank on Save.
  • Not required - field is not displayed.
  • Optional to Open / Compulsory to Close - may be left blank on Save while the effective status is Open. Must be entered before Save when the effective status is Closed.

Select an option from the droplist, which shows the location code and description.

Where ORGANISATION is selected before Location, the location list is filtered to display only those active locations relating to the organisation.

Where Contract is selected before Location, the contract location detail is updated to Location.

If Location is selected before ORGANISATION and Contract, the location list contains all locations where Service & Support/Contracts is selected in CRM > System > Utilities > Location Maintenance.

Reseller

Defaults to blank.

The droplist contains all organisations of Relationship = Reseller or Reseller/Customer.

Where selected, the Reseller will default during record creation when the organisation is selected.

Job

The Code and Name of the job assigned to the service request.

The behaviour of Job  is controlled by the CRM > System > Module Control / Service / Organisation setting:

  • Optional - field can be blank on Save.
  • Compulsory - field cannot be blank on Save.
  • Not required - field is not displayed.
  • Optional to Open / Compulsory to Close - may be left blank on Save while the effective status is Open, but must be entered before Save when the effective status is Closed.

Contact

The name of the contact that logged the service request.

Select an option from the droplist, which shows the contact's Full Name, Position, Address 1, Suburb and Email sorted by name.

New Service Requests

If CRM > System > Module Control / Service / Organisation is set to Not required this field will not display.

Can be left blank.

To select:

  • select Contact
  • enter the contact code or name
  • [TAB] or [ENTER] off the field.

To search:

  • select Contact
  • enter a partial description
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to view.

Where access is permitted, double clicking on the selected contact will take you to the contact record in Contact enquiry.

To select/deselect properties included in the enterprise search, select the Contact label. All is selected by default.

ESC or a single click/tap outside of the property search filter will close the menu.

Where ORGANISATION is:

  • selected – the contact list is filtered to display only those contacts relating to that organisation.
  • deselected – all contacts will display. Once a contact is selected this will also update ORGANISATION. 

Existing Service Requests

Where Contact is selected, NUMBER is filtered to display only those service requests that belong to the organisation linked to the contact.

Notes

General information about the contact logging the service request.

Any text entered under Default Contact Notes in CRM > System > Module Control / Service / Calls/Service Requests is populated into Notes on creation of a call. These can be edited or removed as required.

Details

Problem

The problem code that best classifies the reason for the service request.

The behaviour of Problem  is controlled by the CRM > System > Module Control / Service / Organisation setting:

  • Optional - field can be blank on Save.
  • Compulsory - field cannot be blank on Save.
  • Not required - field is not displayed.
  • Optional to Open / Compulsory to Close - may be left blank on Save while the effective status is Open, but must be entered before Save when the effective status is Closed.

Select an option from the droplist, which shows the problem's Code and Short code.

On selection of a problem code, the associated problem text is displayed in Problem description. Multiple problem codes may be selected, but only the last selected problem code is shown in the Problem field.

Where Problem description is populated, on selecting a problem code,a Problem text overwrite message is displayed. The options are:

  • Ignore - Default. No change is made to the existing problem text.
  • Append - Adds the text for the selected problem code on a line below the existing text.
  • Replace - Replaces the existing problem text with the selected problem code text.

Problem codes are maintained via CRM > System > Service & Support >Maintain Problems.

Problem Description

A detailed description of the problem/work to be carried out.

New Service Request

On moving off the Summary where the Problem description is blank, the entered summary text is displayed.

Solution

The solution code that best classifies the resolution to the problem.

The behaviour of Solution  is controlled by the CRM > System > Module Control / Service / Organisation setting:

  • Optional - field can be blank on Save.
  • Compulsory - field cannot be blank on Save.
  • Not required - field is not displayed.
  • Optional to Open / Compulsory to Close - may be left blank on Save while the effective status is Open, but must be entered before Save when the effective status is Closed.

Select an option from the droplist, which shows the solution's Code and Short code.

On selection of a solution code, the associated solution text is displayed in Solution description. Multiple solution codes may be selected, but only the last selected solution code is shown in the Solution field.

Where Solution is not populated, on selecting a problem code, where the selected problem has a default solution, Solution and Solution Description are updated with this detail.

Where Solution description is populated, on selecting a solution code, a Solution text overwrite message is displayed. The options are:

  • Ignore - Default. No change is made to the existing solution text.
  • Append - Adds the text for the selected solution code on a line below the existing text.
  • Replace - Replaces the existing solution text with the selected solution code text.

Solution codes are maintained via CRM > System > Service & Support > Maintain Solutions.

Solution Description

A detailed description of the outcome/solution for the problem raised.

Address

Security

There is no specific security required to view the Address tab.

Address is available where CRM Module Control / Service / Calls/Service Requests / Location and/or Organisation are set to Optional, Compulsory or Optional to Open / Compulsory to Close. If both Location and Organisation are set to Not required, the Address tab will not be displayed.

On viewing a service request, the address detail is displayed based on the following hierarchy:

  • Location street address
  • Organisation business street address
  • Contact business street address.

If no address is found, a No information available message is displayed.

To the right of the address, the location is shown in Map View marked with a .

You can move the view in any direction by left clicking or tapping and holding to drag the map from left to right, or up and down.

To increase the size of the map, double click or double tap.

You can access a larger map from the Address menu.

Select to switch between:

  • Location
  • Organisation, or
  • Contact.

Note: Select the Map link at the top of this topic for further details on large maps.

The Organisation address options available are set under Organisation Maintenance / Main and Organisation Maintenance / Business:

  • Business street
  • Business postal

The Contact address options available are those set under Contact Maintenance / Addresses.

Where the organisation is also a customer, any addresses set under Customer Maintenance / Delivery are available for selection. These are displayed by delivery address number.

Note: A different default address may be set using Screen Designer.

Getting Directions

To get directions to a customer's site:

  • Tap View large map to open a Google Map in a new browser tab. The map's Destination field is automatically populated with the customer's address.

    If you have GPS or location services enabled on your device, your current address populates the Starting Point field.

  • If you don't have GPS or location services enabled on your device, enter your current address.
  • Tap the Search icon and choose the directions that work best for you.

Assets

Security

Assets is available depending on these access settings:

  • User Preferences / Menu security / CRM / Asset Management / Asset

The level of access is determined by user Read, Add, Edit and Delete security settings outlined under Security / Form access at the beginning of the Call Screen help topic.

Type

Visible where either the Asset Management and/or Inventory module is in use for the logged in company. If neither of these modules are active this field will not be displayed as Type is CR by default.

Select an option from the droplist, which shows the line types:

  • PA - Physical Assets (Asset Management)
  • IN - Inventory Items (Inventory)
  • CR - CRM Products.

Code

Existing lines

The Code is based on the Type selected.

  • PA - the Physical Asset code
  • IN - the Inventory code
  • CR - the Product code.

New lines

Code is enabled on selection of Type.

By default all Primary Asset / Item / Product's display at the top of the droplist.

Where only one Asset / Item / Product is entered on a service request, this is saved as Primary.

Where Type is PA:

The droplist contains all physical assets in the company that are authorised for Service & Support.

If ORGANISATION is selected, the droplist includes physical assets where:

  • the Service Request ORGANISATION is the Physical Asset Custodian Org., or
  • the Service Request ORGANISATION is the Physical Asset Owner.

A warning is displayed if the Call ORGANISATION is not the same as the Physical Asset Custodian Org.

Where ORGANISATION is not selected, this defaults to the Physical Asset's Custodian Org.

If Location is selected, the droplist includes physical assets that belong to the Service Request location.

A warning is displayed if the Service Request Location is not the same as the Physical Asset Location.

Where Location is not selected, this defaults to the Physical Asset's Location.

Where Contact is not selected, this defaults to the Physical Asset's Custodian Contact.

Where CRM Module Control / Service / Asset is compulsory, on Save a message is displayed if no primary physical asset is selected.

Where Type is IN:

The droplist contains all inventory items in the company.

Once an item is selected, the quantity defaults to 1 and the price defaults based on the standard hierarchy.

Where Type is CR:

The droplist contains all products in the company.

Serial number

Visible where the Asset Management module is in use for the logged in company.

Relates to PA (Physical Asset) lines only.

Displays the selected asset's serial number.

Description

The Description is based on the Type selected.

  • PA - the Physical Asset description
  • IN - the Inventory item description
  • CR - the Product description.

Timeline

Security

The level of access is determined by user Read, Add, Edit and Delete security settings outlined under Security / Form access at the beginning of the Service Request Screen help topic.

Contract

The contract that applies to the service request

Visible where Company Maintenance / Modules in Use / CRM Support / Contracts is selected.

Contracts are maintained in CRM / Contracts / Contract Maintenance.

Contracts available for selection are determined by the following CRM Module Control / Service / Contracts settings:

Find contract includes:

  • Assets
  • Locations
  • Organisations.

All contracts in the droplist are sorted in description order with active contracts listed first.

Contract expiry messages

A warning or error can display when an expired contract is selected. This is determined by the CRM Module Control / Service / Calls/Service Requests / On expired contract setting. Where this is:

  • Warning - a warning message is displayed but the contract may still be selected.
  • Error - an error message is displayed. Another valid contract must be selected.
  • None - no warning is given.

Expiry is determined by the Contract Maintenance / Period From date, the Contract Maintenance / Period To date plus the Contract grace days setting in CRM Module Control / Service / Calls/Service Requests.

A contract is considered expired when the Service Request / Timeline / Opened by date falls outside of the contract Period From / Period To + Contract grace days range mentioned above.

Service level

Visible where Company Maintenance / Modules in Use /CRM Support / Contracts is selected.

Enabled once Contract is selected.

F9 or to select.

New service requests

If the selected contract has only one service level, it is automatically defaulted.

Where more than one service level exists, the default service level is selected using these hierarchy:

  • Problem Code / Default Service Level
  • Physical Asset Code / Deflt. Service Lvl.
  • CRM Location Code / Service / Default Service Level
  • Contract Code / Main / Default Service Level.

When a default is found, it is compared to the service levels available on the contract. If a match is found, Service level is automatically updated. If a match is not found, Service level is left blank.

Existing service requests

Service level may be edited.

Opened by (person) (mandatory)

The person that opened the service request.

F9 or to select.

New service requests

Defaults to the current user's name. This may be changed.

Opened by (date) (mandatory)

The date the service request was first opened.

F9 or to select.

New service requests

Defaults to the current date. This may be changed.

Opened by (time) (mandatory)

The time the service request was opened.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

New service requests

Defaults to the current time. This can be changed.

On Save, if Opened by (date) is:

  • blank, this defaults to the current time
  • selected, the date and time are saved as a timestamp.

Scheduled to (person)

The person the service request was assigned to.

F9 or to select.

New service requests

Defaults to blank. May be changed.

The droplist contains all active Job Cost employees in the current company.

Scheduled to (date)

The date for which the service request has been scheduled.

F9 or to select.

New service requests

Defaults to blank.

On selection of the Scheduled to (person), if date is blank, the date defaults to the current date. This may be changed.

Scheduled to (time)

The time for which the service request has been scheduled.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

New service requests

Defaults to the current time. This can be changed.

On Save, if Scheduled to (date) is:

  • blank, this defaults to the current time
  • selected, the date and time are saved as a timestamp.

Elapsed time interval

On changing the Scheduled to date/time and moving off this field, the Finish by date/time is updated to maintain the correct elapsed time interval between these two fields.

The calculation of elapsed time is based on these hierarchy:

  • If Service Request / Time Line / Restrict to calendar is selected, the Hour to day/week conversion for that working calendar in Working Calendar Maintenance / Main is used.
  • If Service Request / Time Line / Restrict to calendar is not selected, the Hours to day/week conversion for the CRM Module Control / Service / Calendar Defaults is used.
  • If the hours to day/week conversion for the CRM Module Control / Service / Calendar Defaults is blank, uses the 24 hour day/7 day week to calculate.

Finish by (date)

The date the service request needs to be completed by.

New service requests

Defaults to blank.

On selection of the Scheduled to (person), if date is blank, the date defaults to the current date. This may be changed.

Finish by (time)

The time the service request needs to be completed by.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

New service requests

Defaults to blank. This can be changed.

On Save, if Finish by (date) is:

  • blank, this defaults to the current time
  • selected, the date and time are saved as a timestamp.

Acknowledged by (person)

The person that acknowledged the service request.

F9 or to select.

New service requests

Defaults to blank. May be changed.

The droplist contains all active Job Cost employees in the current company.

Acknowledged by (date)

The date the service request was acknowledged.

F9 or to select.

New service requests

Defaults to blank.

On selection of the Acknowledged by (person), if date is blank, the date defaults to the current date.

This may be changed.

Acknowledged by (time)

The time the service request was acknowledged.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

New service requests

Defaults to the current time. This can be changed.

On Save, if Acknowledged by (date) is:

  • blank, this defaults to the current time
  • selected, the date and time are saved as a timestamp.

Acknowledged by (SLA)

Read only.

Visible if a contract Service level has been selected.

Displays the SLA Acknowledge date and time. This is the agreed turnaround time for the service request based on the Contract and Service level.

Calculated based on the Opened by (date) and Opened by (time) of the service request and the Acknowledge time set in CRM > Contracts > Contract Maintenance / Service Level.

New service requests

Updates on selection of the Acknowledged by (Person).

Responded by (person)

The person that responded to the service request.

F9 or to select.

New service requests

Defaults to blank. May be changed.

The droplist contains all active Job Cost employees in the current company.

Responded by (date)

The date the service request was responded to.

F9 or to select.

New service requests

Defaults to blank.

On selection of the Responded by (person), if date is blank, the date defaults to the current date. This may be changed.

Responded by (time)

The time the service request was responded to.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

New service requests

Defaults to the current time. This can be changed.

On Save, if Responded by (date) is:

  • blank, this defaults to the current time
  • selected, the date and time are saved as a timestamp.

Responded by (SLA)

Read only.

Visible if a contract Service level has been selected.

Displays the SLA Response date and time for the service request based on the Contract and Service level.

Calculated based on the Opened by (date) and Opened by (time) of the service request and the Response time of either the Actual Opened time or the Actual Acknowledge time set in the Contract Service Level / Acknowledge/Response/Resolution.

New service requests

Updates on selection of the Responded by (Person).

Resolved by (person)

The person that resolved the service request.

F9 or to select.

New service requests

Defaults to blank. May be changed.

The droplist contains all active Job Cost employees in the current company.

Resolved by (date)

The date the service request was resolved.

F9 or to select.

New service requests

Defaults to blank.

On selection of the Resolved by (person), if date is blank, the date defaults to the current date. This may be changed.

Resolved by (time)

The time the service request was resolved.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

New service requests

Defaults to the current time. This can be changed.

On Save, if Resolved by (date) is:

  • blank, this defaults to the current time
  • selected, the date and time are saved as a timestamp.

Resolved by (SLA)

Read only.

Visible if a contract Service level has been selected.

Displays the SLA Resolution date and time for the service request based on the Contract and Service level

Calculated based on the Opened by (date) and Opened by (time) of the service request and the Resolution time of either the Actual Opened, Actual Acknowledge, or Actual Response time set in the contract's Contract Service Level / Acknowledge/Response/Resolution.

New service requests

Updates on selection of the Responded by (Person).

Time Entry

Time Entry is available where the service request has been assigned to a job. If the job Status is closed or finalised, the detail on this tab is read-only.

It shows all of the time each employee has spent on the service request to date. For this release Time Entry is in view mode.

Security

Time entry is available for viewing depending on these access settings:

  • User Preferences / Menu security / CRM / Service & Support / Service Requests
  • CRM User Preferences / Privileges for Read All Records and/or Read Team Records

Employee (mandatory)

The name of the person who worked on the service request.

Defaults to the scheduled service person.

When entering time for yourself, if only one employee record exists for you in the current company, this will default. Otherwise the field is left blank to select the employee code the work should be charged against.

F9 or selecting from Employee displays a droplist showing the Surname, First name and Alpha of the employees available for selection.

Date (mandatory)

  • The date the work was carried out.
  • Defaults to today's date.
  • Can be manually changed.

Activity (mandatory)

The activity code the work is to be assigned to. Used for reporting and GL cost allocation purposes.

Defaults based on these hierarchy:

  • where Use work centre plan is selected on Job Maintenance / Main, Activity defaults according to the rules of the work centre plan
  • where Use work centre plan is deselected, Activity defaults to the JC Employee Maintenance / Employee Details / Default activity code provided this belongs to the Job's Activity group and the Employee's Activity group
  • if the employee's Default activity code is blank or it does not belong to the Job's Activity group, defaults to the service request's assigned Activity if it belongs to the Job's Activity Group and the Employee's Activity Group

Read only where:

  • Activity changeable is deselected on CRM > Service & Support > Service Requests / Additional tab.

F9 or selecting from Activity displays a droplist showing the activity Code and Description.

This is filtered by:

  • rules of any Work Centre Plan assigned to the job

Otherwise displays:

  • activities belonging to both the employee's and the job's Activity group.

Activity codes are maintained under System > Job Cost > Activity Code Maintenance. Only those assigned to Type = Time are available for selection.

Work centre (mandatory)

The cost centre the time is charged to.

Defaults based on these hierarchy:

  • CRM > Service & Support > Service Requests / Additional / Assigned Work Centre
  • JC Activity Code Default Work Centre for the CRM > Service & Support > Service Requests / Additional / Assigned Activity.

Read only where:

  • Work centre changeable is deselected on CRM > Service & Support > Service Requests / Additional tab.

Assigned Work Centre and Work centre changeable are only visible where the service request has been assigned to a job that uses a Work Centre Plan.

For more details on Work Centre Plans, refer to the link at the top of this topic.

F9 or selecting from Work centre displays a droplist showing the work centre Code and Description.

This is filtered by:

  • rules of any Work Centre Plan assigned to the job

Otherwise displays:

  • all JC Work Centres of the company.

Work centres are maintained under System > Job Cost > Work Centre Maintenance.

Start

The time the employee began work on the service request for the selected date and activity.

Defaults to 6:00 AM unless a working calendar is in use. Refer below for further detail.

Mandatory if Use Start/Finish is selected in System > Job Cost > Module Control / Main.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

Working calendar in use

If a working calendar is in use, for the first line entered, Start defaults to the working calendar start time for the day based on the time line date.

Where the working calendar start time does not fall on the hour or half hour, Start defaults to the time immediately before. For example, if the working calendar time is set to 9:15, Start defaults to 9:00.

For each subsequent line entry that has the same employee and date, Start defaults to the Finish time of the line before. If either the employee or the date is changed, Start defaults as for the first line entered.

Finish

The time the employee finished work on the service request for the selected date and activity.

Defaults to the entered Start time.

Mandatory if Use Start/Finish is selected in System > Job Cost > Module Control / Main.

May be selected from the droplist or manually entered.

Midnight is represented as 12:00 AM.

Example of valid time entries:

1a = 01:00 AM

1p = 01:00 PM

1:15a = 01:15 AM

1:15p = 01:15 PM

Separate hours from minutes with a colon. A full stop, space or semi-colon are all invalid.

Hours (mandatory)

  • Defaults to the interval between the Start and Finish time.
  • May be manually overridden
  • Negative values are allowed.
  • Can enter a range from -999999.99 to 999999.99.

Where eTimesheets is:

  • in use, the value is rounded based on the System > eTimesheets > Setup > Module Control / eTimesheets / General / Rounding Interval.
  • not in use, no rounding is carried out.

Time is represented by a numeric value. For example:

  • 1.25 = 1 Hour 15 minutes
  • 1.50 = 1 Hour 30 minutes
  • 1.75 = 1 Hour 45 minutes.

[TAB] or [ENTER] off the field updates the Total hours value at the bottom right of the form.

Narration

  • Additional detail on the job performed.
  • Defaults to blank.
  • Can contain unlimited text.
  • On [TAB] or [ENTER] into this field, the cursor is positioned to the end of any pre-existing text.

Total hours

The Total hours worked on the job is shown at the bottom right of the Time Entry tab.

Column views

Columns can be sorted or hidden from view as required.

The Time Entry default sort order is the order the lines were entered.

Popup view

In the grid:

  • select to the left of the entry to be viewed
  • select Open popup form
  • use the navigation buttons to move through the time entries
  • to exit popup view, select Done.

Delete line

Available where:

  • the job is not closed or finalised
  • the job uses a Work Centre Plan and the phase is not closed.

In the grid:

  • select to the left of the line to be deleted
  • select Delete line.

Inventory

The Inventory tab lists the inventory items available for use on the service request. Items linked to the asset's maintenance cycle are automatically transferred to Service request / Inventory during maintenance cycle generation. If Allow additions is selected, additional items can be manually added to the list.

Security

The following settings determine the level of access given to the Inventory tab:

Access:

  • Company Maintenance / Modules in Use / Inventory enabled
  • Inventory Item Maintenance /Status is Active.

To use locations:

  • Company Maintenance / Modules in Use / Inventory / Multi-Locations enabled
  • Location Maintenance / Is active and Hold inventory at this level are selected
  • Location Maintenance / Use multi-binning is deselected.

You do not need to be a Distribution user to enter IN lines on a service request.

Product

Product is only visible for Inventory (IN) line items. Selecting an existing IN linewill bring this tab into view.

Images

Where a picture of the inventory item exists, this will display.

Use or keyboard left/right arrow to scroll for multiple pictures.

Product Detail

Descriptive text relating to the Inventory Item displays beside the image. This includes:

  • Inventory Item text
  • Weight/Volume
  • Colour
  • Dimensions (only available if Warehouse Bin Management is in use).

For an image to display, this must be attached to the Inventory Item as Attachment Type = Image.

Product Grid

Displays On Hand, Available and On Order quantities by Location for the selected inventory line.

Allow additions

Read only field.

If selected, inventory items can be manually added to the service request in Greentree Desktop. If deselected, this is not permitted.

For a new service request, this defaults to selected if:

  • CRM User Preferences / Service / Always allow Inventory additions to Service Request is set to Always allow; or
  • CRM User Preferences / Service / Always allow Inventory additions to Service Request is set to <Module Default> and
  • CRM Module Control / Service / Always allow Inventory additions to service requests is set to Always allow.

For a new service request, this defaults to deselected if:

  • CRM User Preferences / Service / Always allow Inventory additions to Service Request is set to Do not always allow; or
  • CRM Module Control / Service / Always allow Inventory additions to service requests is set to Do not always allow.

Issue

Enables you to select inventory lines to be issued to the service request.

Defaults to deselected.

Visible:

  • for inventory lines yet to be issued
  • for returned inventory lines waiting for reissue
  • where the service request is assigned to a job, provided the job is not closed or finalised.
  • where the service request is not assigned to a job, as it is possible to select a non-job transaction type for the issue.

Mandatory

Defaults to deselected.

For inventory lines created from the asset's maintenance cycle generation, defaults from the Maintenance Cycle / Inventory form.

Where selected, the Inventory Item is a compulsory part of the service request.

Read only on save.

Issue number

The IN Transaction Entry / Reference for lines that have been issued.

Where blank, the line is available for issue.

Item (mandatory)

Read only for existing inventory lines where Allow substitution is deselected.

When adding a new line, or for existing lines where Allow substitution is selected:

  • select Item
  • enter an IN code, or supplier part number; or
  • Select an option from the droplist, which shows the IN Code and Description.
  • [TAB] or [ENTER] off the field.

To search:

  • select Item
  • enter a partial Item code, alias, description,or supplier part number
  • if barcodes are in use, these are searched for an exact match
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to view.

Selecting the field title provides the option of choosing which fields are included in the search. By default All is selected.

Additional search fields can be added via System > System Setup > Class Maintenance.

Quantity (mandatory)

The number of items required.

Defaults to 0.0000 for a new line.

Read only for existing inventory lines where Allow quantity change is deselected.

When adding a new line, or for existing lines where Allow quantity change is selected:

  • on selection of the inventory Item (and Location if Locations are in use) defaults to 1.0000
  • must be greater than zero.

Location (mandatory)

Visible if IN Locations are in use.

For inventory lines created from the asset's maintenance cycle generation, defaults from the Maintenance Cycle / Inventory form. Location is editable and may be changed.

When adding a new line, defaults using the standard hierarchy:

  • User Preferences / Inventory / Default location
  • IN Inventory Item Maintenance / Defaults / Primary Location
  • IN Inventory Item Maintenance / Defaults / Location (first stocking location listed)
  • IN Module Control / Defaults / Location.

To select a location:

  • Select Location
  • Enter a location code; or
  • Select an option from the droplist, which shows all active locations.
  • [TAB] or [ENTER] off the field.

Refer to the access information in the Security topic for those locations that are included/excluded from the droplist.

To search:

  • select Item
  • enter a partial location code
  • Enterprise search will automatically activate filtering the list to show items matching the string using the full location path from left to right
  • [TAB] or [ENTER] off the search result to view.

Selecting the field title provides the option of choosing which fields are included in the search. By default All is selected.

Additional search fields can be added via System > System Setup > Class Maintenance.

Unit (mandatory)

The selling unit of measure (UOM)

Defaults from IN Inventory Item Maintenance / Unit of Measure / Selling.

To change the default selling unit:

  • Select Unit
  • Enter the unit code; or
  • Select an option from the droplist, which shows the Unit's Code and Description
  • [TAB] or [ENTER] off the field.

Partially entering the Unit code will filter the list to show items matching the string from left to right.

Transaction type (mandatory)

Determines how the inventory balances are affected, and general ledger updated.

Defaults to the transaction type Code selected in CRM Module Control / Asset Mgmt. / Transaction Types from Service Requests.

When adding a new line, or for existing lines where Allow substitution is selected, to change the default:

  • select Transaction type
  • enter a transaction type code; or
  • Select an option from the droplist, which shows the Transaction type's Code and Description.
  • [TAB] or [ENTER] off the field.

The droplist contains all active IN Transaction Types where:

  • Effect on inventory = Decrease Inventory Level, and
  • Type is IN or JC if the service request is assigned to a job.

An error message is returned where the service request is not assigned to a job and the transaction type of any of the lines being issued has type JC.

On entry of a valid transaction type Code, the field updates with the transaction type Description.

Read only on Save of the service request.

Activity (mandatory)

Available if the IN Transaction Type Maintenance / Module assigned to the transaction type Code selected in CRM Module Control / Asset Mgmt. / Transaction Types from Service Requests section, is JC.

Defaults to the Item's IN Inventory Item Maintenance / Job activity code.

When adding a new line, or for existing lines where Allow substitution is selected, to change the default:

  • select Activity
  • enter an activity code; or
  • Select an option from the droplist, which shows the Activity's Code and Description
  • [TAB] or [ENTER] off the field.

To search:

  • select Activity
  • enter a partial activity code or description
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to view.

Selecting the field title provides the option of choosing which fields are included in the search. By default All is selected.

Additional search fields can be added via System > System Setup > Class Maintenance.

Only activity code's of Type = Stock that belong to the Job's Activity Group are available for selection.

If the Job uses a Work Centre Plan, the list of available activity code's is restricted to the rules determined by the Work Centre level on the plan.

Work centre (mandatory)

Available if the IN Transaction Type Maintenance / Module assigned to the transaction type Code selected in CRM Module Control / Asset Mgmt. / Transaction Types from Service Requests, is JC.

Where a Work Centre Plan is not in use, defaults to the Activity code Default Work Centre.

When adding a new line, or for existing lines where Allow substitution is selected:

  • select Work centre
  • enter a work centre code; or
  • Select an option from the droplist, which shows the Work centre Code and Description of all JC Work Centres in the company.
  • [TAB] or [ENTER] off the field.

To search:

  • select Work centre
  • enter a partial work centre code or description
  • Enterprise search will automatically activate
  • [TAB] or [ENTER] off the search result to view.

Selecting the field title provides the option of choosing which fields are included in the search. By default All is selected.

Additional search fields can be added via System > System Setup > Class Maintenance.

If the Job uses a Work Centre Plan (WCP):

  • the list of available work centre's is restricted to the rules of the WCP
  • the Work Centre Description is from the WCP.

Narration

General text applicable to the specific line item.

If a Text Type has been selected for the IN Line Item, the default text for the Inventory Text Type is displayed.

To insert a line break within the text area press [ENTER].

Changes made to the narration are retained on clicking, tabbing or tapping out of the field.

Allow qty change

Defaults to deselected for a new line.

Read only for a saved line.

When selected, the quantity can be changed on an item that has defaulted from the Maintenance cycle or been manually entered.

Allow item change

Defaults to deselected for a new line.

Read only for a saved line.

When selected, another Inventory Item can be selected to replace the item that has defaulted from the Maintenance cycle or been manually entered.

Unit cost

Enabled where Item is selected

Defaults to the Cost Price of the item entered during Inventory Item Maintenance.

Where editing is permitted, entering the value and pressing the down arrow will update Cost.

F9 on the Hold / Do not hold option will activate the flyout allowing this to be changed. On [ENTER] Cost is updated. Any cost that is on hold will have the word (Held) beneath the value.

[ENTER] + [TAB] updates Cost and moves focus to Narration.

Total cost

Calculation of Quantity multiplied by Unit cost.

Return inventory

Available for lines that are issued.

To return an issued line:

  • select to the left of the issued inventory line
  • select Return inventory.

On selection, a transaction is created to reverse the line's original issue transaction.

On successful creation, an Inventory returned message is displayed.

Column views

Columns can be sorted or hidden from view as required.

Popup view

In the grid:

  • select to the left of the entry to be viewed

  • select Open popup form

  • use the navigation buttons to move through the inventory entries

  • to exit popup view, select Done.

Return item

Only available for lines that have been issued.

On selection, creates a transaction to reverse the line's issue transaction.

On successful creation of the return transaction:

  • an Inventory returned message is displayed. Select OK to close the message and return to the inventory line that has been returned.
  • the Issue checkbox is available for re-selection
  • the Issue number field blank.

Delete line

Available where:

  • the line item has not been issued
  • Mandatory is deselected
  • the job is not closed or finalised
  • the job uses a Work Centre Plan and the phase is not closed.

In the grid:

  • select to the left of the line to be deleted
  • select Delete line.

Photos

From within the Photos tab you can capture new photos, attach existing photos, and/or view photos.

Unlike other attachments which are viewable from the zone, photos are held as attachments within the Photos gallery. These are displayed as thumbnails with their attachment description to the right.

Where multiple photos exist, the photos are displayed in timestamp order with the most recent at the top .

On Save, the photo attachment shows in Greentree Desktop as an Attachment Type = Photo.

By default:

  • the first photo saved as an attachment to the service request defaults as Primary selected.
  • subsequent images of Type = Photo, Primary is deselected.
  • Web Accessible is selected
  • Private is deselected.

Attachment size

The maximum size allowed for an attachment is set in Greentree Desktop under CRM > System > System Options / Email/Attachments / Maximum attachment size.

On Upload, if the size of the photo exceeds the maximum size allowed, the message Your file was not uploaded as it is too large is displayed.

File extensions

On Upload, if the extension of the file is not included in the Attachment Types extension list, the message The selected file is not compatible with the attachment type is displayed.

File extensions are maintained in Greentree Desktop under CRM > System > Utilities > Attachment Type Maintenance. Preset extension types for Photo are jpg, jpeg, png, tif, tiff, gif, and bmp.

Take a new photo

This button is active if the device has a camera.

On desktop browsers the site must be accessed through a secure connection (https) for the camera to be accessed. This is not a requirement for tablets. On selecting Take a new photo, where an https connection is not detected, the message A secure connection (https) is required to use the camera . Please contact the system administrator displays. Selecting OK returns you to the photo gallery. Where an https connection is detected, the camera is activated and the subject in the camera view displayed in the image area on screen.

Note: If the camera does not activate, check the camera privacy settings on your device.

Cancel - deactivates the camera and returns you to gallery view.

Capture - takes the photo and gives the option to Close, Try again or Upload.

Close - cancels the capture. Select to the top right of the image.

Try again - reactivates the camera for another capture to be taken. This option is not available for tablet users as iOS and Android have native functions for re-taking photos.

Upload - converts the image into a thumbnail and uploads to the gallery using the Description entered. A progress bar displays during the upload process. Successful upload is dependent on attachment size and extension type.

Description (512)

General text applicable to the specific photo being attached.

This shows as the Summary line text for the attachment in Greentree Desktop.

To insert a line break with in the text area select [ENTER].

May be left blank.

Attach existing photo

To attach an existing photo:

  • select the Attach existing photo button
  • on selection, the image area changes from gallery mode to attachment mode
  • Drag and drop files in this space, or
  • Select photo to browse for a photo.

To exit attachment mode without attaching a photo, select Cancel. This returns you to gallery mode.

Viewing a photo

To view a photo:

  • click / tap on the thumbnail
  • the thumbnail is opened to display a larger version of the image
  • if multiple photo's exist, use the left /right arrows to scroll through the images
  • select Done to close.

Edit the photo description

To edit the description:

  • click / tap on the thumbnail
  • the thumbnail is opened to display a larger version of the image
  • select Description and make the change
  • select Done to save and close.

Deleting a photo

To delete a photo:

  • click / tap on the thumbnail
  • select Delete
  • the warning message Are you sure you want to delete this photo? displays
  • select Yes to delete the photo
  • select No to return to image view without deleting the photo.

Signatures

Use this tab to add a signature using either a finger or a stylus. The signature can, for example, indicate a customer's approval or a manager or supervisor's sign off.

Greentree saves signatures as PDF files. Greentree adds a watermark to the PDF files to prevent signatures from being copied and used elsewhere.

When you save a signature, Greentree gives it a file name made up of signature_ and the date and time you added the signature - for example, signature_20170628085931.pdf. The PDF appears in Greentree Desktop as an Attachment Type = Signature.

Note: If the Mobile Call/SR signature required option is set in CRM Module Control in Greentree Desktop, there must be a signature present when you save or an error message displays.

Note: You can add more than one signature.

Capture a signature

To capture a signature:

  • tap Capture signature to display the field where you can enter a signature.
  • use a finger or a stylus to enter your signature.
  • enter a Name to go along with the signature (useful if the signature is difficult to read or if you only sign your initials).
  • enter a Reason or short note explaining the signature - for example, Customer sign off.
  • tap Capture to save the signature.

Note: If you don't enter a name, Greentree adds the PDF's filename to the Name field.

Clear

Clears the signature field, allowing you add a more legible signature.

Delete

Visible in the signature gallery. Removes the signature.

View a signature

  • tap the PDF icon in the Signatures gallery to download the PDF to your device.
  • in Greentree Desktop, go to CRM > Service Support Service Request / Attachment.

Attributes

This tab contains tree and user defined field (UDF) details for the service request.

Security

Trees available for viewing depend on these access settings:

  • User Preference / Menu security / CRM / Service & Support / Service Requests
  • CRM User Preferences / Privileges for Read All Records and/or Read Team Records.

Our fields available for viewing and editing depend on these access settings:

  • User Preference / Menu security / CRM / Service & Support / Service Requests
  • CRM User Preferences / Privileges for Read and Change All Records and/or Read and Change Records.

Trees

The name and branch (where selected) of all trees assigned to the service request.

Trees and branches are maintained in System > Trees > Tree Maintenance.

Select the field or to assign or change the tree branch.

Our fields

Visible where User defined fields (UDFs) have been created for this class.

UDFs are maintained in CRM > System > Service & Support > Serviced Request User Fields.

All user defined fields (UDFs) assigned to the service request are displayed in alphabetical order.

Related topics