Service Ticket

Understanding Service Ticket System

An organization’s customer service software handles service tickets. This app sorts through customer requests as they come in. The app makes a ticket that contains information about what the customer wants and how they interact with the business.

AntMyERP offers a comprehensive Service CRM Suite that addresses every service aspect of your business.

 

Settings

Navigate to Settings > Service.

Under the Service Settings Preferences, Click all the Service Ticket related options.

Select them. 

Click on Update.

 

Permissions

Navigate to Settings > User Roles.

Go to the Permissions tab.

Press Ctrl+F and enter the word Service Ticket. Enable all the permissions related to the Service ticket.

Click on Save.

 

Logging a Service Ticket

Go to Quick add and click on Service Ticket

A New service ticket form will open

Under the Requester type, type the name of the customer who called.

Note: Selecting a customer will show a dropdown, Once you select it, all the devices in the main branch will be shown in the contract. 

Select coordinator and Assignee

Auto Assign: When you put an auto assign in the assignee type section, the GPS turns on for 3 minutes and finds the nearest engineer for assigning the task. Whichever engineer accepts the ticket, it goes into their bin. 

Fill in all the mandatory fields.

Select the problem and Priority matrix. Enter the Reporting Tags

Add any special instructions if needed.

Click Save.

Once saved, a service ticket number will be created. 

 

Open Service Ticket 

Navigate to the Left Menu > Service > 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.

You can see all the data related to the service ticket in the total service report.

This is where you can find data about tickets that are Open, Solved, or Closed.

Also, you can find the different reports that are related to service tickets under service > Reports.

 

General Task Management

Understanding Task Management

A task is a general task that has been assigned by a member of the team. You can also create a task associated with a customer, a vendor, or logistics if you want to. 

 

Settings

Navigate to Settings > Task.

Under theTask settings,Look for the Task Ticket Assignee

You can add the assignee’s name here. 

Click on Update.

 

Permissions

Navigate to Settings > User Roles.

Select the employee you want to give Task Permission to and scroll to the right.

Select Edit option from the Action dropdown menu.

Go to the Permissions tab.

Press Ctrl+F and enter the word Task. Enable all the permissions related to Task.

Click on Save.

 

Create a Task related to a Customer

Go to Quick add and click on Task

Select the name of the customer, branch, person, and the employee name will automatically appear. 

Enter all the mandatory information.

Click Save and Exit. 

Note: On saving it, a task number will be generated and the task will work as the assigned task. 

 

Create an Internal Task 

Go to Quick add and click on Task

Under the Requester type, Select the Internal Task

Type the name of the employee.

Under the Watchlist field, Enter the senior person’s name.

Note: The senior person can view the task status of the employee you are creating this Internal task for. 

Enter all the mandatory fields.

Click Save and Exit.

Note: The processes for the customer, Vendor, logistics, and Internal tasks are the same. 

 

Knowledge Based

Understanding Knowledge Base

Knowledge base allows users to upload extra documentation, Video links or video related to a specific problem and product. It’s integrated into the Service ticket page and is accessible in the portal and mobile app. The Users Add materials like guides, manuals, Video links, or videos, which become part of a shared knowledge base for that Product and problem. This helps the engineer or the technician if they face any challenges while attending the service call. Overall, it enriches support resources and improves user experience.

 

Adding a New Knowledge Based

Adding a New Knowledge Base in AntMyERP is simple! Below is the step-by-step process for creating a Knowledge Base List:

Navigate to Settings > Masters > Service > Knowledge Base.

This action opens the list of existing Knowledge Base items

Click on the ‘+’ sign at the page’s top right-hand corner.

This action will open the new Knowledge Base page.

Select the Product and Problem for which you want to add the knowledge base.

Fill in the topic name.

Enter the knowledge detail of the product or problem in the description field.

Upload any video or any video link if available related to the product/problem.

Please note all red mark Fields are mandatory and need to be filled.

Click on ‘Save and Exit‘ to save the Knowledge Base.

 

Editing Knowledge Base

• Go to Settings > Masters > Service > Knowledge Base.
• You will land on the Knowledge Base Listing Page
• Search the Knowledge Base which you want to Edit
• Click on the action button located on the far right of the page.
• Select “Edit.”
• Make the necessary changes to the Knowledge Base details
• Click on “Save and Exit“

 

Deleting Knowledge Base

• Go to Settings > Masters > Service > Knowledge Base.
• You will land on the Knowledge Base Listing Page
• Search the Knowledge Base list that you want to Delete
• Click on the action button located on the far right of the page.
• Select “Delete”
• As a message will appear Are you sure you want to delete?
• You will not be able to recover this after delete.
• Click on “Yes”

 

The appearance of Knowledge Base in the Service ticket 

Whenever a problem in a ticket is linked to a Knowledge Base list, the details added will appear on the Ticket Detail page in the portal and mobile App alongside other tabs. Clicking on the Knowledge Base tab will display the manual, Guide, Video or video link .

 

Device Mapping

Understanding Device Mapping

Device mapping in the context of service calls involves linking a customer’s device to a specific engineer or vendor who will handle any service requests or issues related to that device. When a service call is logged, it’s automatically assigned to the engineer or vendor associated with that device. This ensures efficient handling of service requests by directing them to the right person or team responsible for that device.

 

Device mapping to an Engineer or Vendor

 

Below is the step-by-step process for creating a Device Mapping for an Engineer or vendor:

Navigate to the Left menu>CRM Sales > Customer

You will land on the Customer Listing page

Locate the Customer in the Customer list .

 Click on the Contract option from the Action dropdown menu. Alternatively you can Right Click on the customer whose device you want to map and Click on Contract.

Contract page will open.On the Contract page, click on the three-dot menu at the top.

Navigate to the “All Products” section.

Locate the product using its SERIAL Number.

Click on the “Auto“ option at Right end of the page 

Add the name of the vendor or engineer in the provided field if necessary.

Save the changes made.

Note: You can Map an employee to a device only if he is active in Team and Users and role of AntMyERP.

You can Map the Vendor to a device if a Visit charge Purchase order is Provided to the vendor and the Contract for that Purchase order is active

 

Editing Device Mapping

Navigate to the Left menu>CRM Sales > Customer

You will land on the Customer Listing page

Locate the Customer in the Customer list and click on the Contract option from the Action dropdown menu. 

Alternatively you can Right Click on the customer whose device you want to map and Click on Contract.

Contract page will open.On the Contract page, click on the three-dot menu at the top.

Navigate to the All Products section.

Locate the product and its serial number whom you want to map.

Click on the “name of Vendor or Engineer” option next to the vendor or engineer

Add the name of the new  vendor or engineer in the provided field if necessary.

Save the changes made.

 

Preventive Maintenance Management

Understanding Preventive Maintenance

Preventive maintenance is the act of performing regularly scheduled maintenance activities to help prevent unexpected failures in the future. Put simply, it’s about fixing things before they break.

 

Enable Preventive Maintenance

Left Menu > Settings > Third Menu Service > Service Settings Preferences

Service Settings Preferences Enable Preventive Maintenance by clicking the check mark.

Click on Update to Save this Setting.

Now Preventive Maintenance will be displayed under Service Reports of Future PM Report.

 

Adding Preventive Maintenance

Adding Preventive Maintenance to AntMyERP is easy! You just need to put their important information into one place. Here’s what you do.

You can add PM in two ways.

• Preventive Maintenance – From Contract Date

Creation Proposal > update to Contract.

In the updated contract, we added the contract date, which is the start date of the contract. From this date forward, the first PM is created based on the duration selected in the proposal, which can be monthly, quarterly, half-yearly, or annually.

Auto PM Call will get created as per Start date of contract from …it will be created automatically as per the duration mentioned in the proposal till contract to date.

• Preventive Maintenance – Timed Based PM.

In this type of PM, while creating a Proposal we can select individual product PM types as added in Masters. 

Proposal> Contract . Add Products.

Auto PM call gets created by adding the start PM date for this individual product in the Active Product page by manual entry or import file. 

This type of auto PM call is called the Future PM report – Timed Based and Average.

 

Creating PM from the Active Product Page.

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu, navigate to the Three Dot Icon > Active Products.

Page Lands on the Contracted Product List.

Left Side Checkbox – Click the check mark option displayed as create PM Now.

For this particular serial number, PM call get log and reflected in 

Open Service > PM tab.

Productivity Tool: You can add PM from the Quick Add service ticket directly.

 

Importing PM Date 

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu, navigate to Three Dot Icon > Active Products.

Page Lands on Contracted Product List.

On the Top Right Menu navigate to Three Dot Icon > Import.

Read the instructions and then click Download Sample File (CSV) for future reference.

Ensure that all the fields are mapped and filled correctly while adding PM Date.

Now go to the Top Right Menu and navigate to Three Dot Icon > Import PM Date for Products

Click on Save.

All your Products with PM Date are imported into your AntMyERP to transact.

Note: You can upload 50 numbers of Products at a time in one CSV File. Only CSVs. files are supported.

 

Exporting / Downloading Product with PM Date.

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu navigate to the Three Dot Icon > Active Products.

Filter from the LIVE Search / Filter. Now you have filtered data which needs to be exported 

Now go to the Top Right Menu and navigate to Three Dot Icon> Download > Save

All your Product with PM data will be downloaded as per the Search or Filter

All your Products with PM are Exported from your AntMyERP to CSV. file

Note : Export / download can be done only by the users who have permission from the admin.

 

Manage Column: Create your own Customer Listing View 

Navigate to the Left Menu > CRM Sales > Customers.

Select Customer Name, Right Click > Contract.

On the Top Right Menu navigate to theThree Dot Icon > Active Products.

Now go to the Top Right Menu and navigate to Three Dot Icon> Manage Column

If you want to create your preferred column view and make it the default, click on Own.

Check Mark which field you want to be visible when you open the Products Listing Page.

You can define the placement of the column with Drag and Drop.

Click on Save.

Your default Product Listing Column View is now available whenever you go to this page. You can Edit the same by following the same above process.

Note : If you are the administrator, you can define custom column view of this page and even the user can make the changes as per their requirements

Permission: This feature is user permission defined. If you have permission, you can use this or else ask the administrator of your office to activate the permission for you.

 

Settings and Preferences for Customer 

This feature is not available for PMs.

 

View PM

1st Option –

Navigate to the Left Menu > Service > Open Service > PM Tab.

2nd Option –

Navigate to the Left Menu > Service > Reports > Preventive Maintenance 

You will land on the PM Calls Listing Page.

 

Deleting PM.

PM Call deletion is not possible, but you can cancel calls.

By Updating the call status as Canceled.