FAQs on Service Ticket Basics & Operations

 

How do I create a new ticket status for service tickets in AntMyERP?

Log in to AntMyERP:
Open your web browser and go to the AntMyERP login page. Enter your credentials to log in to your AntMyERP account. Ensure you have admin or super admin rights or the necessary permissions to access the Settings.
Navigate to the “Settings”
Access the “Masters” Menu:
Within the Settings, find and click on the “Masters” option. .
Select “Service” from the Menu:
Inside the “Masters” , search for and select the “Service” option.
Choose “Ticket Status”:
Within the Service, locate and click on the “Ticket Status” option.
Add a New Ticket Status:
Look for a “+” icon, often used to add new entries. Click on it to initiate the process of adding a new ticket status.
Provide Ticket Status Details:
A form or dialog should appear where you can input details for the new ticket status. Add a suitable name for the ticket status that accurately represents its purpose or meaning.
Save and Exit:
After entering the new ticket status name, look for a “Save and create ” or “Save and Exit” button. Click on it to save the newly added ticket status. You Can Multiple ticket status with same process

 

What’s the procedure for closing multiple tickets simultaneously in AntMyERP?

Log in to AntMyERP: Access your AntMyERP account by entering your login credentials.

Navigate to the Service Module: Proceed to the Service module section within the application.

Access “Open Service”: Locate and click on the “Open Service” option.

Inside the “Open Service” section:

For Installation and Breakdown Calls: Switch to the “All” tab to view Installation and breakdown call tickets.
For Preventive Maintenance Calls: Navigate to the “PM” tab to view Preventive maintenance call tickets.
Perform Ticket Selection:

Check the checkboxes corresponding to the tickets you want to close.Click on the Orange button and select Mass update

Upon selecting the desired tickets, a pop-up window for Mass Update will appear.
In the pop-up, update the ticket status to “Closed”.
Provide the necessary information such as due date and assignee name.
Click “Save” to finalize the changes.
Note: The Mass Update operation will close the selected open tickets. Keep in mind that each Mass Update process can handle up to 50 tickets at a time.

 

Managing Problems in Service Tickets Management

 

What’s the procedure for adding a new Problem to a service ticket in AntMyERP?

Log in to AntMyERP:
Open your web browser and navigate to the AntMyERP login page. Enter your credentials to access your AntMyERP account. Make sure you have admin or super admin rights, or the necessary permissions to access the Settings.

Navigate to “Settings”:
After logging in, locate and click on the “Settings” section.

Access the “Masters” Menu:
Inside the Settings, find and select the “Masters” option.

Select “Service”
Within the Masters menu, search for and click on the “Service”

Choose “Problem”:
Within the Service settings, look for the “Problem” option and click on it.

Add a New Problem:
In the Problems section, you should see a “+” icon or an “Add” button. Click on it to initiate the process of adding a new problem.

Provide Problem Details:
A form will appear, allowing you to input details for the new problem. Fill in a suitable name for the problem and provide a description. You can also indicate whether a solution is available and whether an RCA (Root Cause Analysis) is required for this problem. Additionally, you might need to select the product category in which this problem may occur.

Save and Exit:
Once you’ve entered the problem details, look for a “Save” button or similar option. Click on it to save the newly added problem. You can repeat this process to add multiple problems as needed.

By following these steps, you’ll be able to efficiently add new problem entries within AntMyERP’s service settings.

 

Open Service Ticket 

 

Why can a user without permission view other users’ service tickets in the open ticket analysis report in AntMyERP?

While logging the service ticket, this user was added as a coordinator. As a result, they are able to view the ticket in the open ticket analysis report.

 

Why is there a watchlist displayed when logging a ticket in AntMyERP?

A watchlist is included in the ticket so that the user can monitor the activities taking place within the ticket and take necessary actions if requird

 

What’s the process for reopening a service ticket in AntMyERP?

Navigate to the “Service” module.
Proceed to the “Open Service”.
From the dropdown menu, select “Total Service.”
Click on the search icon and input the ticket number into the ticket number field, then click the search icon.
The relevant service ticket will be displayed.
Click on the specific ticket number.
Within the ticket details, locate the option to “Add Comment” and select “Reopen.”
Provide the name of the assignee and save the ticket.
The ticket will now be reopened.