Service Tabs

Enter default values on these tabs, including:

The status for a support call or service request.
The status on expiry of a contract.
The number of contract grace days.
Job cost activity which identifies travel.
Template for a job.
Default quote stages

You can disallow generating an invoice from the Support Call and Service Request forms.

If you select this option, the Quote/Invoice button is not available.

You can also determine the behaviour and availability of these fields:

Organisation
Location
Problem
Solution
Reseller Organisation
Job
Asset

These fields can be mandatory, not required, or optional to open the support call or service request. The field must be mandatory to close the record.

Module Control Service Tab Options

You can convert a support call to a service request. You can select these options on the Service tab of the Module Control form to determine the conversion:

Copy - Creates a copy of the support call as the service request. You can also indicate whether the original support call must be closed on conversion and if so, what the call status must be.
Convert - You can use a single record in both support calls and service requests.
Prompt - When you click the Create Service Request button on the Support Call form, Greentree Desktop prompts you to indicate if the call must be copied or converted. The processing is performed as indicated above.
Not Permitted - Disables the Create Service Request button on the Support Call form.

You can generate a service call from the Communication form. The Service Call form opens and the Communication form closes. During this process, the communication updates to the status selected in this field.

Reseller Options

You can also indicate if resellers may be used as organisations on support calls or service requests with these options:

Allow Reseller in Organisation field - You can select an organisation reseller from the Organisation field. If this option has not been selected, a message displays when you save the support call or service request, stating that a reseller may not be selected as an organisation.
Auto fill Reseller from Organisation - The reseller entered on the Internal tab on the Organisation Maintenance form fills the Reseller Org field on the Internal tab on the Support Call/Service Request form.
Warn if Reseller does not match Org - A warning message displays if the reseller selected on the Internal tab on the Support Call/Service Request form is different to the reseller selected against the organisation on the Internal tab on the Organisation Maintenance form.

Module Control Settings

Module Control settings include options that determine the behaviour of Contracts on the Call and Service Request Maintenance form. These include:

The Find contract includes frame contains settings that determine which CRM items are searched to list the available contracts.
The Organisation Contracts frame contains settings that determine if the contract behaviour settings apply to only calls, only service requests, or both calls and service requests. These settings are available:
- Warn if no contract - When you select the organisation on the Support Call/Service Request form, Greentree Desktop determines whether or not a contract exist for the organisation. If not, a warning message displays.
- Prompt to select a contract - When you select the organisation on the Support Call/Service Request form, Greentree Desktop prompts you to select a contract. The Select Contract form displays, listing the contracts for the organisation.
- Default the contract if only one available - When you select the organisation, Greentree Desktop determines whether or not there is only one contract for the organisation. If so, the Contract field is filled, displaying the only contract available.

Log Options

There are also several options on the Log Maintenance form:

Log Defaults - Default values when creating a new log.
Call Options - Availability of a Log tab on a Call form. You can update the status of the call when the call is linked to a log. This status is set on the Module Control form. You can also send a communication to inform the contact on the call of the log number.
Quote Options - Availability of a Log tab on a quote. You can update the status of the log it is created from a quote. This status is set on the Module Control form.