Service Level Agreement ( SLA )

Understanding Service Level Agreement (SLA)

SLA stands for service level agreement. It refers to a document that outlines a commitment between a service provider and a client, including details of the service, the standards the provider must adhere to, and the metrics to measure the performance.

 

Enable SLA in Portal

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

Service Settings Preferences Enable SLA by clicking the check mark.

SLA Type Selection – Here Option select.

1. RCA – Remote Call Assistance-  Set the Time Duration within this time service call RCA Completed then SLA is achieved, if beyond this time duration RCA is done then its RCA status will be breached.

2. Response Time – Ticket physical response time.

Set the Time Duration within this time service call Response Time is called get attended SLA is achieved,  if beyond this time duration Response is done then its status will be breached.

3. Down Time – Product actually Down  time /non-working condition.

Set the Time Duration within this time service call Down Time is called get attended SLA is achieved,  if beyond this time duration Down time is gone then its status will be breached.

 

Select SLA Type – Here Option,

1. 24*7 Timing – SLA is ON Forever.
2. Call logged in support Timings.
3. Only with Support Timings – In Organization added Support Timings only applicable for SLA. 

Note: Organization only use one SLA Type

Click on Update to apply changes for SLA.

 

Adding SLA

Adding a SLA in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add SLA by following steps.

 

Creating SLA from the Creation Page

Navigate to the Left Menu > Settings > Masters.

Click the Service > SLA

On the Top Right Menu navigate to + Button  > Add SLA.

Begin by adding SLA in the future we can use this SLA in Contract Product, Contract.

(Please note SLA will appear in Contract, Contract product)

Enter all mandatory fields along with all the details of SLA.

After entering all the details, click Save & Exit.

Productivity Tool: You can connect SLA from the contract Product directly.

Note: Duplicate SLA entries are not permitted within AntMyERP to maintain data integrity.

 

Mass Update SLA.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Here,the Listing page of Active Product.

On Top Left Menu navigate to Mass Update > Connect SLA.

Open Pop-up SLA > Master data displayed here By Dropdown select SLA Name.

Click on Save.

Products connected to SLA  with Mass Update.

Note: You can Mass update products at SLA at a time.

 

Exporting / Downloading SLA in Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

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

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

All your Products SLA data will be downloaded as per the Search or Filter

All your Products SLA  are Exported from your AntMyERP to CSV. file

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

 

Manage Column: Create your own Customer Listing View 

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

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

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

Check Mark which field you want to be visible when you open the 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 will 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.

 

View SLA Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Locate the SLA in the customer list with the help of Live Search.

 

Editing SLA Products.

Navigate to Left Menu > CRM Sales > Customer 

Select Customer name > Right click on Contract > Go to Active Product.

You will land in Customer Active Products.

Locate the Product SLA with the help of Live Search.

Alternatively you can Right Click on the Product SLA whom you want to Edit.

Make the necessary changes to the edit of Product to connect SLA.

Save the updated information.

 

Deleting SLA Products.

Pls note – You can not delete SLA Product but you can change Product SLA.

 

Creating SLA Products.

Create or Connect SLA to products in the Customer All product page.

As well, Inside the Customer Contract creation time we also connect SLA to contract.

Make the necessary changes to the customer details and click Save.

SLA Reports 

SLA related reports will be displayed in Service > Reports

Here is the name of the Reports.

Open Service

Total Service

Total Nutshell Report

Detail Service Report

DFT Report

 

Return Merchandise Authorization ( RMA )

Understanding Return Merchandise Authorization ( RMA )

A return merchandise authorization, return authorization or return goods authorization is a part of the process of returning a product to receive a refund, replacement, or repair to which buyer and seller agree during the product’s warranty period. 

Enable RMA in Portal

To enable RMA (Return Merchandise Authorization) in the portal following the steps you provided:

Look for the left menu. Under it, locate the “Settings” option.

Within the settings menu, you should see a Service under it submenu labeled “Service Settings Preferences“. Click on it.

There should be a checkbox associated with enabling RMA.

Checkmark this box.

Update the changes.

Now you can view the RMA feature under service Menu.

 

Adding a RMA

Adding a RMA in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add customer in two ways

 

Creating RMA from the Creation Page

Navigate to the Left Menu > Service > RMA.

Lands on the Listing page of RMA.

Click the + Icon button on the top right corner of the page.

Begin by adding a New RMA Ticket.

Enter all mandatory fields along with all the details of RMA Product.

After entering all the details, click Save.

Productivity Tool: You can add RMA from the Quick Add directly.

Note: Duplicate RMA entries for the same Product serial number still RMA ticket status is Open, are not permitted within AntMyERP to maintain data integrity.

 

Importing/Upload RMA Add Warranty

Navigate to Left Menu > Service > RMA.

Top Line RMA click arrow go to Add RMA.

You will lands in RMA Listing Page

On the Top Right Menu navigate to + Button to add RMA.

Here, find the listing page of RMA add warranty Product name with category.

Import for RMA warranty is the same as Import Opening Stock data.

Read Instructions and Click Download Sample File (CSV.) for your reference by clicking sample file.

Ensure that all the fields are mapped and  filled correctly while adding your RMA Warranty data.

Now search Product name navigate to Click + button to View or Add RMA Warranty.

Click on Import RMA Warranty and select the file to be imported. 

Click on Save.

All your RMA Warranty are imported in your AntMyERP to transact.

Note: You can upload 500 numbers of RMA Warranty at a time in one CSV File.. Only CSV. file is supported

 

Exporting / Downloading RMA Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Filter from the LIVE Search / Filter.

You can see data which you want to download Now you have filtered data which need to be exported. 

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

Here is the data of all RMA created in Portal download in Excel. 

All your Add RMA are Exported from your AntMyERP to CSV. file

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

 

Manage Column: Create your own Customer Listing View 

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

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

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

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

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

Click on Save.

Your default RMA Listing Column View is now available whenever you will 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 RMA 

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Now go to the Top Right Menu navigate to Three Dot Icon > Settings.

Select the Settings you want to Enable.

Click on Updates.

 

View RMA Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Locate the RMA list with the help of Live Search and click on the View option from the Action dropdown menu. 

Alternatively you can Right Click on the customer whom you want to View.

If you want to make any changes to this customer, click on the Edit icon.

 

Editing RMA Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Locate the RMA list with the help of Live Search and click on the View option from the Action dropdown menu. 

Alternatively you can Right Click on the RMA whom you want to Edit.

Make the necessary changes to the customer details.

Save the updated information.

 

Deleting RMA Warranty

Note: Delete RMA Warranty is not possible in AntMyERP Portal.

 

Request Update Warranty

Navigate to Left Menu > Service > RMA.

You will land in the Add RMA Listing Page.

Locate the RMA list with the help of Live Search and click on the Request update warranty option from the Action dropdown menu. 

Alternatively you can Right Click on the RMA whom you want to edit.

Make the necessary changes to the RMA ticket details and click Save.

Productivity Tool: You can add RMA Update warranty from the Right Click directly from the RMA Listing Page

Note: Duplicate RMA Warranty entries are not permitted within AntMyERP to maintain data integrity.

 

Warranty Extension Approval

Navigate to Left Menu > Service > RMA.

You will land in Warranty Extension approval.

Warranty Request update displayed in Listing.

Locate the Warranty Request update list with the help of Live Search and click on the Request update warranty option from the Action dropdown menu. 

Edit and update warranty date with necessary information.

Click on Save and exit.

 

Defective Return Process

Understanding Defective Return Process

Implementing the scenario of returning a defective device for repair and charging the customer for the repairs in the system can indeed be facilitated through the Customer Service module. The Defective Return Process provides functionalities for managing service-related processes including Spare Part repairs, returns. Below is an outline of the standard business process used by the service module for the returns and repairs process:

 

Adding a Defective Return

Adding a defective return in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add defective return process

Creating Defective Return from the Defective Return Register

 

Service ticket added spare part request > Approved Spare Request > Spare Part 

Request completed and outward challan created.

 

Creating Defective Return 

Navigate to the Left Menu > Service > Defective Return

Lands on the Listing page Defective Return Register.

Now displayed service ticket under the defective register.

Go to Defective Pending > check by searching the service ticket under the listing.

If the ticket is not displayed, the Top Right Menu navigates to the Filter Button Click for All.

Now Displayed all Service tickets Defective Pending to return.

Go to Field Defective Part Sr. No. add Defective Part serial number or Quantity and Click on Save.

Now this Service ticket is displayed under the Defective Return Received Tab.  

Right Click on the Service ticket row given options – Scrap, Change Serial number and Repair.

 

Defective Return Received – Scrap 

Defective Return is added to scrap from here captured under scarp register.

No more used this serial number in service tickets.

Defective Return Received – Change Serial Number

Defective Return received part if you want to change part serial number here click and add serial number and save.

Defective Return Received – Repair.

Defective Return received part if you want to repair . Click on Repair > Go to Repair register >

Now click on Working . It will get added to the Stock as a Working Part in future we can use these parts.

Defective Return received part if you want to repair . Click on Repair > Go to Repair register >

Now click on Non-working . It will get added as scrap.

 

Exporting / Downloading Defective Return 

Navigate to the Left Menu > Service > Defective Return

Lands on the Listing page Defective Return Register.

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

Now go to the Top Right Menu navigate to Download > Save

All your defective return  data will be downloaded as per the Search or Filter

All your defective returns are Exported from your AntMyERP to CSV. file

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

 

Manage Column: Create your own Customer Listing View 

Navigate to the Left Menu > Service > Defective Return

Lands on the Listing page Defective Return Register.

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

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

Check Mark which field you want to be visible when you open the Defective Return.

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

Click on Save.

Your default Defective Return Listing Column View is now available whenever you will 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 

Navigate to the Left Menu > Service > Defective Return

Lands on the Listing page Defective Return Register.

Now go to the Top Right Menu navigate to Three Dot Icon > Settings.

Select the Settings you want to Enable.

Click on Updates.

 

Defective Returns

Navigate to  Left Menu > Service > Defective Return

You will lands in Defective Return

Displayed Listing page of Tickets in defective Return register which service ticket part request Outward challan was created. Pending to collect defective parts against it.

Go to Defective return Pending > Select Ticket number > Status change by action button as Received. Add Defective Spare part serial number.

Now this ticket displayed in Defective Return- received > From the Action button you can change status as Change serial number, scrap, Repair.

Save the updated information.

 

Spare Parts Management

Understanding Spare Part Management

Spare part management in business refers to the processes and strategies employed to effectively manage and maintain an inventory of spare parts needed for the repair, maintenance, or replacement of equipment, machinery, vehicles, or other assets essential for operations.Effective spare part management helps organizations minimize downtime, improve equipment reliability, enhance operational efficiency, and maintain customer satisfaction.

 

Adding a Spare Part Request

Adding a Spare Part Request  in AntMyERP is easy! You just need to put in their important info into one place. Here’s what you do.

You can add Spare part Request in two ways

Creating Spare Part request from the Service ticket Page

Creating Spare Part request from Mobile App

 

Adding a Spare Part Request service ticket Page

Navigate to the Left Menu > Service > Open Service.

Click any of the Ticket numbers on the listing page of Open Service tickets.

On the Top Right Menu navigate to Three Dot Icon > Request Spare part.

Begin adding a requested spare part from the ticket itself.

Click on (Please note search request part Name in Connected parts as well all parts Tab)

Enter all mandatory fields along with all the details of the service ticket.

After entering all the details, click Save.

Productivity Tool: Request Spare Part data will get displayed inside service ticket comment.

Note: Only Product type spares will be displayed while requested for spare part in service ticket within AntMyERP.

 

Adding a Spare Part Request Mobile App.

Download Play Store AntMyERP Mobile App.

Log in Mobile App – Client Code, Username and Password.

Go to the Service Menu.

Click any of the Ticket numbers from the accepted Tab.

Ticket process as Start > Reach > Not Resolve > Spare Part.

Create Request Spare part in service ticket.

Begin adding a requested spare part from the ticket itself.

Click on (Please note search request part Name in Connected parts as well all parts Tab)

Upload service report for the service ticket.

After entering all the details, click Save.

Productivity Tool: Request Spare Part data will get displayed inside service ticket comment.

Note: Only Product type spares will be displayed while requested for spare part in service ticket within AntMyERP.

 

Request Spare Part Process

Navigate to the Left Menu > Service > Open Service.

Click any of the Ticket numbers on the listing page of Open Service tickets.

Open Service Ticket added Request spare.

First we have approved the service request of the ticket.

Now Go to Left Menu > Service >Request Spare Part > Pending Spare Part Tab

Select for service ticket part added > Action Button > Click for Approve.

Inside the service ticket added comment as Service ticket part approved. 

Now Go to CRM Sales > Sale Order> Spare Part Pending.

Select for service ticket part added > Add Product Serial number or Quantity required.

click Save.

Now the service ticket Outward challan gets created and adds challan Number. 

 

Issue Spare Parts

Here, in advance we Issue spares to our Employees to keep stock with them.

Navigate to the Left Menu > Service > Issue Spares

You will land in Issue Spare Register.

Displayed list here of Issued spare parts to employees.

Now go to the Top Right Menu navigate to Download Data of Issue Spares.

All your Issue spares are Exported from your AntMyERP to CSV. file

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

 

Settings and Preferences for Customer 

Navigate to  Left Menu > Service > Issue Spares

You will land in Issue Spare Register.

Now go to the Top Right Menu navigate to Three Dot Icon > Settings.

Select the Settings you want to Enable.

Click on Updates.

 

Service Ticket Management

Understanding Service Ticket Management

Service ticket management refers to the process of handling customer inquiries, requests, or issues through a structured system of tickets or cases. This process is commonly used in customer service, technical support, IT help desks, and various other industries where customer interaction and issue resolution are essential.

 

Service Ticket Management

 

Service Ticket Management involves various activities related to service tickets.

RCA – Remote Call Assistance – Provide ticket resolution.

Add Machine – Inside the ticket you add a new Machine serial number to replace the existing Machine.

Add Counter/Report – Add Machine Counter and Service Report.

Upload Report – Upload Service Report.

Stop Timer – Service ticket adds Stop Timer to avoid breach of SLA.

Request Spare Part – If any spare requires, Request Spare part for service ticket.

Challan – Create Outward challan from service ticket.

Quotation – Create Quotation from service ticket.

Purchase Order – Create Purchase Order from service ticket.

Follow-up – Service tickets need follow-up with a client or team member using this status.

Assigned – Service ticket who will work on this ticket call as assigned service ticket.

Change Status – Service ticket change status from this field drop-down option like – solved, Closed.

 

Process of Service Ticket

Navigate to the Left Menu > Service > Open Service.

You will land on a page listing all open service tickets.

Create Service ticket displayed under the Open Service Listing Page.

Initial, do RCA in Service ticket > Fail > Assign to Engineer.

The engineer will handle the ticket through their mobile device.

The engineer can mark the ticket as either “Resolved“ or “Not Resolved.”

Not Resolved Status:

If the ticket remains unresolved, determine the cause:

• Self: The user lacks the technical knowledge to resolve the issue.
• Spare Part: A spare part is needed to resolve the issue.
• Client: The client’s cooperation or action is required to resolve the issue.

 

Importing ASP Service Ticket 

Navigate to the Left Menu > Service > Bulk Upload

You will lands in Bulk upload your CSV Files for your ASP Customer

ASP Customer “Associate Service Provider.”

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

Read Instructions and Click Download Sample File ( CSV. ) for your reference by clicking sample file.

Ensure that all the fields are mapped and  filled correctly while adding ticket details.

Now go to the choose file Click on verify file and select the file to be imported. 

Click on Save.

All your tickets are imported in your AntMyERP to transact.

Note: You can upload 500 numbers of tickets at a time in one CSV File.. Only CSV. file is supported

 

Exporting / Downloading Open Tickets

Navigate to the Left Menu > Service > Open Service.

You will land on a page listing all open service tickets.

Now go to the Top Right Menu navigate to Download and Excel.

All your open service tickets data will be downloaded.

All your open tickets are Exported from your AntMyERP to CSV. file

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

Your default Customer Listing Column View is now available whenever you will 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 

Navigate to the Left Menu > Service > Open Service.

You will lands in Customer Listing Page

Now go to the Top Right Menu  navigate to Three Dot Icon > Settings.

Select the Settings you want to Enable.

Click on Updates.

 

View Open Service Tickets

Navigate to the Left Menu > Service > Open Service.

You will land on a page listing all open service tickets.

Locate the customer Open Service ticket list with the help of Live Search and click on the ticket number from the listing to View ticket.

If you want to make any changes to this ticket, click on the add comments.

 

Canceled Service Ticket

Navigate to the Left Menu > Service > Open Service.

You will land on a page listing all open service tickets.

Locate the customer Open Service ticket list with the help of Live Search and click on the ticket number from the listing to View ticket.

Here,you are not able to delete tickets but you can mark as cancel ticket status.

 

Creating Service ticket from Instant Service 

Navigate to Centre upwards > Quick Add > Service Ticket.

You will land in the creation service ticket form.

Footer click on button Instant service add machine serial number which you want to create ticket.

Auto-fill the necessary information in ticket form like Customer name,person name add other  details and click Save.

Here, service tickets are created with only machine serial number data.

Productivity Tool: You can add Service Ticket from the Instant Service directly.

 

Service Ticket Management Reports

Service ticket management reports provide valuable insights into the performance, trends, and efficiency of the ticketing system and service operations. Here are some common types of service ticket management reports.

Open Service Report

Total Service Report

Nutshell Report

Technician Report

Preventive Maintenance Report

RCA Report 

Graphical Report