eService Tab

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The eService tab sets defaults, such as:

• Communication status
• Support call source
• Call re-open status

These defaults are used when generating or updating the eService record in CRM. It also determines whether or not Location, Problem, and Solution fields are optional or mandatory when entering a support call.

You can define the default user and team to use when creating a support call from eService.

eService has two types of views: ordinary end users — for example, a customer — and resellers. Ordinary users and resellers are identified by their login detail. The reseller view provides additional functions — for example, view support calls for a customer organisation.

You can use the eService tab to turn these functions on or off per type of user:

• Regular Settings (Ordinary End User)
• Reseller Settings

eService can link to physical assets, depending on the Allow use of Assets option on this tab. If you select this option, support calls are linked to the Assets module, which enables you to select the asset that the support call relates to.

Default Communication Status

Select the default status for eService sales enquiries. The sales enquiries generate communications in CRM with the default status that you select.

Note: Only open records display on a Workflow desk.

Default Contact Method

Select the default support call method to display when a new support call is generated from eService.

The call method is on the Additional tab on the Calls form.

Location Code

Select the behaviour for the location code for eService calls.

• Optional - You can select the location code.
• Not Required - Location is not displayed on the Call form.
• Compulsory - Location displays and you must select it before saving a call.
• Optional to Open/Compulsory to Close - Location displays on the form and you can select it when creating a new call. You must select the location before you can close the call.

Note: This setting overrides the Location setting on the CRM Module Control form.

Problem Code

Select the behaviour for the problem code for eService calls.

• Optional - You can select the problem code.
• Not Required - Problem code is not displayed on the Call form.
• Compulsory - Problem code displays and you must select it before saving the call.
• Optional to Open/Compulsory to Close - Problem code displays on the form and you can select it when creating a new call. You must select the problem code before you can close the call.

Note: This setting overrides the Location setting on the CRM Module Control form.

Version Detail

Select the behaviour for the Version field for eService calls.

• Optional - Version is available on the call and you can select it.
• Not Required - Version is not displayed on the call.
• Compulsory - Version displays on the call and you must select it.
• Optional to Open/Compulsory to Close - Version displays on the call and you can select it. You must select the version before you can close the call.

Default Type

Select the default support call type to display when a new support call is generated from eService. The call type is on the Additional tab on the Calls form.

Default Solution

Select the default support call solution to display when a new support call is generated from eService. The call solution is on the Problem tab on the Calls form.

Allow changing status

Indicate which users can edit the status of a call using eService:

• All Users Allowed - There is no restriction on who can edit the Status field.
• Not Allowed - You cannot change the status of a call using eService.
• Only Resellers - Only resellers can change the status of a call.

Default Call Status

Select the default status for an eService call. If you select this option, the status of a new call in eService defaults to this value.

Call Status on Close

Select the status when an eService call is closed.

Call Re-open Status

Select the default support call status to use in CRM when you reopen a support call from eService.

Call Status on Change

Select the default status for an eService call you change it. If you select this option, the status is updated to the selected value when the Change Call function is run.

Call Status on Comment

Greentree can automatically update the status of an eService call when you add a comment. Select the status to update the call with.

Call Status on Attachment

Greentree can automatically update the status of an eService call when you add an attachment. Select the status to update the call with.

New Call/Service Request

This setting controls the behaviour of the New Call function in eService. Select this option if:

• A call is created.
• A service request is created.
• The record in Greentree Desktop has both the Call and Service Request options selected on the Security tab.

View Call/Service Request

This setting controls the behaviour of the My Calls, Our Calls, and Search Calls menu items in eService. Select:

• Only Calls - The menu items only give access to calls.
• Only Service Requests - The menu items only give access to service requests.
• Both - The menu items gives access to calls and service requests.

View Logs

Select this option to get access to logs from eService.

Auto unassign re-opened Calls

Select this option to unassign a call when its status updates to re-opened. If you select this option, the call displays in Unassigned Calls. If not selected, the call remains assigned to the user who originally dealt with it.

Allow use of Assets

Select this option to make physical asset detail available with calls in eService. If you select this option, you can select the physical asset that the call relates to.

Allow use of Solution code

Select this option to enable the Solution Code field in eService.

Note: If selected, the Solution Code field is enabled, but it is read only.

Allow use of Solution Note

This field determines the availability of the Solution Note field. If selected, the solution text displays on the call.

This field defaults to selected.

Allow use of Type

Select this option to enable the Type field in eService. If you select this option, the request type for the call or service request displays. You can also edit the type when you change a call or service request. You can also select a type when you create a call or service request.

Regular Users: Allow add Call with empty Contact

Select this option if users can log a call using eService without specifying the contact person.

If not selected, you must enter a Contact Name and Email when logging the call.

Freeform contact details are mandatory

This option is enabled if the Allow adding call with empty contact option is selected.

Select this option to enable an eService user to enter a contact name when a new call is created. If not selected, then the new call is created without submitting any contact detail.

Regular Users: Allow adding Contact

Select this option to enable users to create contacts in CRM. If selected, the Add Contact feature is enabled in the eService module.

Note: The contact's Notes field in CRM states that the contact was generated using eService.

Regular Users: Allow changing Contact

Select this option to enable users to edit a contact using eService. If you select this option, the Change Contact option is enabled.

Regular Users: Allow changing Call

Select this option to enable users to edit a call using eService. If you select this option, the Change Call option is enabled.

Regular Users: Allow closing Call

Select this option to enable users to close a call using eService. If you select this option, the Close Call option is enabled.

Resellers: Allow add Call with empty Contact

Select this option to enable resellers to log a call using eService without specifying the contact person.

If not selected, you must enter a Contact Name and Email when logging the call.

Freeform contact details are mandatory

This option is enabled if the Allow adding call with empty contact option is selected.

Select this option to enable the eService user to enter a contact name when a new call is created. If not selected, the call is created without submitting any contact detail.

Resellers: Allow adding Contact

Select this option to enable resellers to create contacts in CRM. If you select this option, the Add Contact option is enabled in the eService module.

Note: The contact's Notes field in CRM states that the contact was generated using eService.

Resellers: Allow changing Contact

Select this option to enable resellers to edit a contact in CRM. If you select this option, the Change Contact option is enabled in the eService module.

Resellers: Allow changing call

Select this option to enable resellers to edit a call through eService. If you select this option, the Change Call option is enabled.

Resellers: Allow closing call

Select this option to enable resellers to edit a call through eService. If you select this option, the Close Call option is enabled.

Location Code Auto Lookup

Select this option if the Location Code search list loads the location codes upon entry to eService.

Problem Code Auto Lookup

Select this option to load problem codes from the Problem Code search list upon entry to eService.

Asset Code Auto Lookup

Select this option to load asset codes from the Asset Code search list upon entry to eService.

Post Code Auto Lookup

Select this option to load post codes from the Post Code search list upon entry to eService.

Custom Links

You can link to another website from eService. Select the Display Custom Links option and add the web addresses to link to.

The link must be in this format: https://www.myob.com

The links you enter display in eService on the Home page, under the Links heading. You select the link and the web page displays.

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