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

 

Open Service Ticket

Understanding Open Service Tickets.

“Open service tickets” typically refer to unresolved or pending requests or issues that have been logged by customers or users with a service provider or support team. These tickets represent specific problems, questions, or tasks that need attention and resolution.

 

Adding Open Service Tickets.

Adding a new service ticket in Open Service in AntMyERP is easy! You just need to put in their important info into one place. 

Navigate to the Left Menu > Service > Open Service 

Lands on Open Service ticket page, here you can see the listing page 

Of Open service tickets.

 

Creating Open service ticket from the Creation Page

Navigate to the Left Menu > Service > Open Service 

Click the + Icon (Add Service Ticket) button on the top right corner of the page.

Enter all mandatory fields along with all the details of your customer which you want to

 create a service ticket.

After entering all the details, click Save.

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

Note: AntMyERP allows users to create duplicate service tickets for the same product or customer entries, but it provides a warning message when attempting to do so. This warning informs the user that the serial number or call has already been logged and asks if they still want to re-log the information.

 

Mass Update Open Service Tickets

The Mass Update feature in Open Tickets allows users to make bulk updates to multiple tickets simultaneously. This feature is particularly useful when there are several tickets that require similar changes or updates.

Navigate to the Left Menu > Service > Open Service 

You will lands in Open Service Listing Page

On the Top Left Menu Click to Checkbox of Heading click display the Option –

 

Mass Update 

Open Service ticket Click on Left Menu > Check Box 

Select Option Mass Update here user can select multiple tickets to update ticket status.

Mass Update in tickets effect for fields like Priority, Due Date, Assignee, Status and Coordinator.

Ensure that all the fields are mapped and filled correctly while adding Mass Update.

Click on Save.

All your open tickets are updated as per the added mass update in tickets.

Productivity Tool: You can add Mass Update open service tickets to update tickets in Bulk.

Note: You add mass update 50 numbers of open tickets at a time.

 

Stop Timer

Open Service ticket Click on Left Menu > Check Box 

Select Option Stop Timer here user can select multiple tickets to update ticket stop timer.

To prevent Open tickets SLA (Service Level Agreement) breaches caused by Stop timer feature.

Ensure that all the fields are mapped and filled correctly while adding Stop Timer..

Click on Save.

All your open tickets are updated as per added stop timer in tickets.

Productivity Tool: You can add Stop Timer in open service tickets to update tickets in Bulk.

Note: You add Stop Timer 50 numbers of open tickets at a time.

 

Upload Report

Open Service ticket Click on Left Menu > Check Box 

Select Option Upload Report here user can select multiple tickets to add Service Report.

Ensure that all the fields are mapped and filled correctly while Upload Report.

Click on Save.

All your open tickets are updated as per added upload report in tickets.

Productivity Tool: You can Upload Report in open service tickets in Bulk.

Note: You add upload Report 50 numbers of open tickets at a time.

 

Exporting / Downloading Open Service Tickets.

Navigate to the Left Menu > Service > Open Service 

You will land in the Open Service Listing Page.

Now go to the Top Right Menu navigate to Download as well Excel Button.

All your customers are Exported from your AntMyERP to CSV. as well excel file

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

 

View Open Service Tickets

Navigate to the Left Menu > Service > Open Service 

You will land in the Open Service Listing Page.

Locate the Open Service ticket list click on the Service ticket number you can view the ticket.

Note :You can click on individual ticket numbers to access detailed ticket information.

 

Editing Service Tickets

Navigate to the Left Menu > Service > Open Service 

You will land in the Open Service Listing Page.

Locate the Ticket number in the Open service 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 ticket whom you want to Edit.

Make the necessary changes to the customer details.

Save the updated information.

 

Deleting Service Ticket

Delete Service ticket is not possible in AntMyERP.

 

User Permission:

To view the Open Service Ticket in AntMyERP, users need to have the Permission

“Open Service Ticket Report”.

 

Partner Management

Understanding Partner Management

Partner management involves establishing a collaboration with a vendor where they provide support, maintenance, and spare parts for our customer devices by mapping customer devices to the vendor and ensuring they provide necessary assistance through visits and maintenance services.

 

Managing Partner Management

For Partner management please make sure you enable the below points

Issue a detailed Contracted Visit Purchase Order.

Vendor Portal should be Active

Map relevant device(s) to the vendor in the system.

For more information please check the help docs for Purchase order for Visit and  Device Mapping.

Then add the Account manager for this vendor As Manage by following the below steps,

Navigate to Left Menu > Purchase > Vendor

You will land on Vendor Listing Page

Search the vendor you want to add Manage by and click on Action> Edit.

Go to Manage by Field and add the name of the employee who is the account manager for this vendor. You Can Add multiple employees. Please make sure that the employee must be added to the Team of AntMyERP.

 Click on Save and exit.

 

View Partner Management Report

To view the Mapped device details of the vendors,

Navigate to Left Menu > Service> Report >Partner Management.

You will land on the Partner Management Report.

You can View the Managed by, Partner name and no of the Products.

Click on the number of digits of no of the product, and the details of the devices will open

You can download the same by clicking on the Download icon on the top right hand corner.