FAQ on Service Ticket Management

 

How can I add a new RCA comment for a service ticket 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 “Remote call assistance”: Within the Service, locate and click on the “Remote call assistance” option.

Add a New RCA Comment: Look for a “+” icon, often used to add new entries. Click on it to initiate the process of adding a new RCA Comment.

Provide RCA Comment Details: A form or dialog should appear where you can input details for the new Comment . Add a suitable name for the RCA that accurately represents its purpose or meaning.

Save and Exit: After entering name, look for a “Save and create ” or “Save and Exit” button. Click on it to save the newly added RCA Comment. You Can Multiple RCA Comment with same process

 

Why is the serial number not appearing when logging a service ticket in AntMyERP?

 

The serial number’s contract must have expired, which is why you were unable to log a service ticket. Please proceed to update the contract to log call

 

How can I cancel an approved part request in AntMyERP?

 

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

Navigate to CRM Sales: Proceed to the CRM Sales.

Access Sales Orders: From the CRM Sales , find and select the “Sales Order”.

Choose Pending Parts Orders: Within the sales orders, locate and choose the “Pending Parts Order” option from the dropdown menu.

Locate and Delete Part Request: Search for the specific ticket number that you wish to cancel. Once you’ve found the ticket number, click on the red “Delete” button Against that ticket number.

Confirm Deletion: Confirm the action when prompted, and the part request linked to the selected ticket number will be deleted. By following these steps, you will be able to cancel an approved part request in AntMyERP.

 

How can I add a new ticket status for a service ticket 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.

 

How can I change the machine serial number in a service ticket within 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: search and click on the ticket number. Click on add comment Than click on three dots on the top and select Add machine All the machines in client Contract will display Search the serial number you want to add and add and then save and exit machine serial number inside the service ticket will change.

 

What is the purpose of the watchlist displayed while 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 required.

 

Why are expired contract products appearing on the Service Ticket Logging page in AntMyERP?

 

The serial numbers of products for which the contracts have expired are still under warranty. Therefore, you are able to see them when logging a service call.

 

How do I disable the Todo list from problem in AntMyERP?

 

Log into AntMyERP:

Open your web browser and navigate 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.

Access the “Settings” Section:

Once logged in, navigate to the “Settings” section.

Navigate to the “Masters” Menu:

Within the Settings, locate and click on the “Masters” option. Select “Service” from the Menu: Inside the “Masters” menu, search for and choose the “Service” option.

Choose a Problem:

Within the Service, find and click on the “Problem” option.

Select and Edit the Problem:

In the Problem , identify the specific problem you want to modify. Click on the action icon associated with it and select the “Edit” option.

Update the To-Do Status:

In the editing interface, proceed to the “To-Do” section. From the dropdown menu, choose the “Select To-Do” option.

After making the selection, remember to save the changes and then exit the editing mode. This action will disable the item in the To-Do list.

 

How can I close or solve a service ticket with a backdated entry in AntMyERP?

 

In AntMyERP, please be aware that backdated entries are strictly prohibited for service tickets. Therefore, it is not possible to close or resolve a service ticket with a past date. All entries and transactions are current dated and timed.

 

If we rename a contact person, will the same change be reflected in previously logged service tickets in AntMyERP?

 

Yes. If you rename a contact person, the same change will be reflected in earlier logged service tickets in AntMyERP.

 

How can I reopen 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.

 

How can I check the service call log history for a specific serial number in AntMyERP?

 

Navigate to the “Service” module. Proceed to the “Open Service” section.

From the dropdown menu, choose “Total Service.” Click on the search icon and enter the Serial number in the ‘Serial no’ field, then click the search icon.

All the service calls logged for this serial number will be displayed. You can download the data in Excel by clicking on the Download icon at the top.

 

How do I add 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.