FAQ on Service Ticket 

 

Why am I unable to see a contracted product in the service ticket creation process in AntMyERP?

 

Q1: Why am I unable to see a contracted product in the service ticket creation process in AntMyERP?

 

A: If you’re experiencing difficulty viewing a contracted product while raising a service ticket in AntMyERP, please follow these steps for troubleshooting:

Step 1: Check if the Contract Status: Ensure that the contract associated with the product is active and not expired. Contracts might dictate whether a product is eligible for service.

Step 2: Verify Ticket Creation Process: Confirm that you’re using the correct procedure to raise a service ticket for an existing product.

Step 3: Review Serial Numbers: If the product has multiple serial numbers associated with it, you might be encountering a display limitation.

Step 4: Use the Search Function: Try entering the serial number into the search box during ticket creation. This should display the specific product with the matching serial number.

Step 5: Contract/Product Link: Double-check that the product is correctly linked to the associated contract in your AntMyERP system.

Step 6: Clear Cache: Clear your browser’s cache and cookies as they might sometimes cause display issues.

 

Q2: How can I access the contracted product using its serial number during ticket creation?

 

A: If the contracted product doesn’t display initially during ticket creation, follow these steps to access it using its serial number:

Step 1: When raising the service ticket, look for a search box or filter option.

Step 2: Enter the specific serial number of the product into the search box.

Step 3: The search results should display the contracted product with the matching serial number.

 

Q3: What if I’m still unable to locate the contracted product even after using the search function?

 

A: If the search function doesn’t yield the expected results, consider the following:

Ensure the correct serial number is being used for the search. Check if there are any filters or settings affecting the product’s visibility in the ticket creation interface. Verify that the product is indeed contracted and associated with the appropriate contract.

 

Can I edit a document that has been uploaded to a ticket in AntMyERP?

 

Q1: Can I edit a document that has been uploaded to a ticket in AntMyERP?

 

A: Unfortunately, once a document has been uploaded to a ticket in AntMyERP, it cannot be directly edited or removed from within the ticket interface. However, you have the option to re-upload the correct document to replace the existing one. Follow these steps to reupload the correct document:

Step 1: Access the ticket in which you want to update the document.

Step 2: Locate the section where you originally uploaded the document. This may be labeled as “Attachments” or “Documents.”

Step 3: Upload the Correct Document: Click on the option to upload a new document. Select the correct file from your local storage. Provide any necessary description or details.

Step 4: Save Changes: After uploading the correct document, save the changes to update the ticket with the new information.

 

Q2: Is there any way to remove or delete an incorrect document from a ticket?

 

A: Unfortunately, there might not be a direct option to remove or delete an incorrect document from a ticket once it has been uploaded. To address this, follow the steps mentioned above to re-upload the correct document, effectively replacing the incorrect one.

 

Q3: Can I contact support for assistance with document updates in tickets?

 

A: Yes, if you encounter difficulties or have specific requirements regarding document updates in tickets, it’s recommended to reach out to AntMyERP’s customer support. They can provide guidance and help you with any technical issues you might be facing.

 

Vendor Name Not Visible When Creating Service Tickets in AntMyERP

 

Q1: Why isn’t the vendor name showing when I log a service ticket in AntMyERP?

 

A: If you’re unable to see the vendor name while logging a service ticket in AntMyERP, it’s likely because the system requires a preliminary step to associate the vendor with the service ticket. Here’s what you need to do:

Step 1: Initiate a Visit Purchase Order: Before assigning the service call to a vendor, you need to create a “Visit Purchase Order” to establish a formal connection between the vendor and the service ticket.

Step 2: Create a Visit Purchase Order: Access the appropriate section in AntMyERP to create a “Visit Purchase Order.” Fill in the necessary details, including the vendor’s name and other relevant information.

Step 3: Associate Service Ticket with the Visit Purchase Order: Once the Visit Purchase Order is created, return to the service ticket. Look for an option to associate the ticket with the Visit Purchase Order or vendor. Link the service ticket to the Visit Purchase Order you’ve just created.

Step 4: Assign the Call to Vendor: With the service ticket linked to the Visit Purchase Order, you should now be able to assign the call to the vendor for further assistance.

 

Q2: What is a Visit Purchase Order, and why is it needed for vendor assignment?

 

A: A Visit Purchase Order is a formal document that establishes an arrangement with a vendor for specific services or tasks. It outlines the details of the service request, the vendor’s responsibilities, and any associated costs.

In AntMyERP, creating a Visit Purchase Order is a prerequisite for assigning service calls to vendors, ensuring a clear and organized process for service request management.

 

How can I log a service ticket using a serial number in AntMyERP?

 

Q1: How can I log a service ticket using a serial number in AntMyERP?

 

A: You can efficiently log a service ticket using a serial number in AntMyERP through the instant service process. Here’s a step-by-step guide:

Step 1: Access the Service Ticket Page: Navigate to the Service Ticket section within AntMyERP.

Step 2: Use the Instant Service Icon: Look for the Instant Service Icon, often found in the footer or navigation. Click on it to initiate the process.

Step 3: Enter Serial Number: A pop-up will open, prompting you to enter the serial number associated with the product. Input the correct serial number.

Step 4: Automatic Ticket Fill: The ticket will automatically populate with relevant details such as customer name, branch, and person associated with the serial number.

Step 5: Add Assignee and Problem Details: Enter the assignee (technician or employee responsible for the ticket) and a description of the problem or issue.

Step 6: Save the Ticket: Once all necessary details are filled, save the ticket. This will formally log the service ticket.

 

Q2: What if I encounter an issue while using the instant service process?

 

A: If you encounter any difficulties or issues while using the instant service process, consider the following: Double-check the accuracy of the serial number entered. Ensure that the required fields are correctly populated. If you continue to face challenges, refer to your AntMyERP documentation or contact their customer support for assistance.

 

Q3: Can I edit the details of a service ticket created through the instant service process?

 

A: Yes, you can usually edit the details of a service ticket that was created through the instant service process. Access the ticket and look for options to modify or update various fields, such as assignee, problem description, or other relevant information.

 

How can I create a chargeable visit ticket in AntMyERP?

 

Q1: How can I create a chargeable visit ticket in AntMyERP?

 

A: You can create a chargeable visit ticket in AntMyERP by following these steps:

Step 1: Access Quick Add: Click on the Quick Add icon (usually depicted as a plus sign) located at the top of the interface.

Step 2: Select Service Ticket: From the options presented, choose “Service Ticket” to initiate the ticket creation process.

Step 3: Add Requestor Name and Details: Enter the name of the requestor and provide any relevant details in the designated box.

Step 4: Add Machine Details: Click on the ‘+’ symbol to add machine details. Enter the visit contract number, brand, and serial number of the machine. Save this information.

Step 5: Fill Additional Details: Continue to fill in other necessary details, such as the assignee’s name, description of the problem, and due date.

Step 6: Save the Ticket: Once all required information is added, save the ticket. This will log the chargeable visit ticket.

 

Q2: What happens after the ticket is saved?

 

A: After saving the chargeable visit ticket, the following actions usually take place:

The ticket is officially logged in the system and assigned a unique ticket number. If the ticket is associated with a contract, it might generate a sales order linked to the contract for billing purposes.

 

Q3: Can I edit or update the chargeable visit ticket later if needed?

 

A: Yes, you can often edit or update the details of a chargeable visit ticket after it has been created. This includes modifying assignee information, problem description, due date, and other relevant fields. Locate the ticket within the system and look for options to edit or update its details.

 

Can I create a single service ticket for multiple serial numbers in AntMyERP?

 

Q1: Can I create a single service ticket for multiple serial numbers in AntMyERP?

 

A: Unfortunately, AntMyERP is designed to capture a single service ticket for each individual product with its corresponding serial number. As of now, it’s not possible to create a single service ticket that encompasses multiple serial numbers.

 

Q2: How do I handle service requests for multiple products with different serial numbers?

 

A: To address service requests for multiple products with different serial numbers, you will need to create separate service tickets for each product. This ensures that each issue is properly tracked and managed.

 

Q3: Can I create a bundled service ticket for related products?

 

A: While AntMyERP may not support a single service ticket for multiple serial numbers, you can consider bundling related products under a common service request.

This means that if multiple products are part of a similar issue or service request, you can create individual service tickets for each product and then associate them with a common category or issue type.

This way, you can still maintain a level of organization for related service requests.