Contracts/Logs/Resellers

Resellers

These options apply to using reseller organisations on the Support Call or Service Request forms. You can select any of:

• Allow Reseller in Organisation - You can select a reseller organisation as an organisation on the Main tab on the Support Call or Service Request forms. A reseller organisation is identified by the Reseller type in the Organisation Relationships field.
• Auto fill Reseller from Organisation - The Reseller Org field on the Internal tab on the Support Call or Service Request forms is filled using the reseller selected for the organisation. The Reseller field for the organisation is on the Internal tab.
• Warn if Reseller does not match Org - A warning message displays if the reseller selected on the Internal tab on the Support Call or Service Request forms does not match the reseller assigned to the organisation on the Organisation Maintenance form.

Organisation-Reseller Relationship

The Organisation-Reseller relationship determines the behaviour of Greentree Desktop when a reseller is reassigned on the Internal tab on the Organisation Maintenance form:

• Reassign all open calls and service requests to new reseller.
• Record reseller as an interested party to open calls. The previous reseller is recorded as an other interested party on the reassigned open support calls and service requests.
• Reassign all closed calls and service requests to new reseller.
• Record reseller as an interested party to closed calls: the previous reseller is recorded as an other interested party on the closed support calls and service requests.

Reassign Open Call/SR to New Reseller

This setting relates to reassigning the reseller on the Internal tab on the Organisation Maintenance form.

If you select this option, then the reseller on all open support calls and service requests for the organisation, updates to the new reseller. If:

• Record the reseller as an interested party to open calls is selected, then the previous reseller is recorded as an other interested party on these open support calls and service requests.
• Record the reseller as an interested party to open calls has not been selected, then the other interested party are not updated on these support calls or service requests.
• Reassign All Open Calls & Service Requests to new reseller has not been selected, then no update of the Reseller field on open calls and service requests is performed. In this case, if the record reseller as an interested party to open calls is selected, then the new reseller is added as an other interested party on the open calls and service requests.

Reassign Closed Call/SR to New Reseller

This setting relates to reassigning the reseller on the Internal tab on the Organisation Maintenance form.

If you select this option, then the reseller on all closed support calls and service requests for the organisation, updates to the new reseller.

• If the record reseller as an interested party to closed calls has been selected, then the previous reseller is recorded as an other interested party on the closed support calls and service requests.
• If the record reseller as an interested party to closed calls has not been selected, then the other interested party are not updated on the closed support calls or service requests. If Reassign all Closed Calls & Service Requests to new Reseller has not been selected, then no update of the Reseller field on the Closed Calls and Service Requests form is performed.
• If the Record Reseller as an interested party to closed calls has been selected, then the new reseller is added as an other interested party to the closed calls and service requests.
• If Record Reseller as an Interested party to Closed Calls is not been selected, then the other interested party for these closed support calls and service requests is not updated.

Record Reseller as an Interested Party to Open Calls

This setting works with the Reassign all Open Calls & S/Rs to New Reseller option. If the Reassign All Open Calls & Service Requests to New Reseller option is selected, then the reseller on all open support calls and service requests for the organisation, updates to the new reseller.

• If Record Reseller as an Interested party to Open Calls is selected, then the previous reseller is recorded as an other interested party on the open support calls and service requests.
• If Record Reseller as an Interested party to Open Calls has not been selected, then the other interested party are not updated on the open support calls or service requests. If Reassign all Open Calls & Service Requests to new Reseller has not been selected, then the Reseller field is not updated.
• If Record Reseller as an Interested party to Open Calls has been selected, then the new reseller is added as an other interested party to the open calls and service requests.
• If Record Reseller as an Interested party to Open Calls has not been selected, then the other interested party for these open support calls and service requests are not updated.

Record Reseller as an Interested Party to Closed Calls

This setting works with the Reassign all Closed Calls & S/Rs to New Reseller option and must do with reassigning the Reseller on the Internal tab on the Organisation Maintenance form.

If the Reassign All Closed Calls & Service Requests to New Reseller option is selected, then the reseller on all closed support calls and service requests for the organisation, updates to the new reseller.

• If Record Reseller as an Interested party to Closed Calls is selected, then the previous reseller is recorded as an other interested party on the closed support calls and service requests.
• If Record Reseller as an Interested party to Closed Calls has not been selected, then the other interested party are not updated on the closed support calls or service requests. If Reassign all Closed Calls & Service Requests to new Reseller has not been selected, then no update of the Reseller field on closed calls and service requests is performed.
• If Record Reseller as an Interested party to Closed Calls has been selected, then the new reseller is added as an other interested party to the closed calls and service requests.
• If Record Reseller as an Interested party to Closed Calls has not been selected, then the other interested party for these closed support calls and service requests are not updated.

Find Contract Includes

Indicate which items to search on, to determine the list of valid contracts for a support call or service request:

• Assets - All contracts for the primary physical asset selected on the support call or service request.
• Locations - All contracts for the location selected on the support call or service request.
• Organisations - All contracts for the organisation selected on the support call or service request.

Click the Find Contract button to search for the selected items and display a list of valid contracts for you to select from.

Organisation contracts

Select the result you require on selecting the organisation on the Support Call/Service Request form. You can select:

• Warn if no contract - A warning message displays notifying that no contract exist for the selected organisation.
• Prompt to select a contract - The Select Contract form displays. All available contracts for the organisation display. Select the contract for this support call or service request.
• Default the contract if only one available - The Contract field defaults to the only contract created for the selected organisation. There is no default if more than one contract exist for the organisation.

Note: The Call or Service Request options determine if these settings apply to only calls, only service requests or both calls and service requests.

Calls

Select this option if the three Organisation Contracts options apply to calls. If not selected, none of the organisation contract checks is performed when the organisation is selected on the call.

Service Requests

Select this option if the three Organisation Contracts options apply to service requests. If not selected, none of the organisation contract checks is performed when the organisation is selected on the service request.

Call Options - Show log tab on Call

Select this option to enable the Log tab on the Call maintenance form. Use the Log tab to link a call to a log.

Change call status when linked to log to

You can update the status of a call when a log is linked to a call. To use this feature, then you must select the status for the call in this field.

Open Communication when call is linked to a log

Select that the Communication form must auto open when a call is linked to a log. This is used to communicate the log number to the contact on the call. To use this feature, then you must select this option.

Quote options - Show log tab on quote

Select this option to have the Log tab available on the Quote maintenance form. Use the Log tab to link a quote to a log.

Note: This option only applies to Service Quotes and Job Quotes.

Default log status when created from quote

You can update the status of a log when a log is linked to a quote. To use this feature, then you must select the status for the log in this field.

Log Defaults

Status

Select the default status for a new log. You define an edit log statuses on the CRM Maintain Lookups form.

Priority

Select the default priority for a new log. You define an edit log priorities on the CRM Maintain Lookups form.

Release Notes

Select the default status for release notes for a new log. You define an edit log release note statuses on the CRM Maintain Lookups form.

Help

Select the default status for the help field on a new log. You define an edit log help statuses on the CRM Maintain Lookups form.

Documentation

Select the default status for the documentation field on a new log. You define an edit log documentation statuses on the CRM Maintain Lookups form.

Merged Log Status

Select the default status to update to a log after it is merged with another log using the Merge option on the Log Maintenance form. You define an edit log statuses on the CRM Maintain Lookups form.

Hotprint Log Form

Click the Print button on the icon bar on the Log Maintenance form. Hotprint enables you to print the detail of the log using a pre-defined report. You select the report on the Contracts/Logs/Resellers tab on the CRM Module Control form.

Classification

If the option to Show classification on calls is selected, you can assign a product, module(s), and categories to a call on the Call Maintenance form.

In this section, you can also define the terminology used throughout Greentree Desktop to represent the references to: classification, product, module, and category, both in the singular and in the plural.

• CRM Maintain Lookups
• Call Maintenance