Tickets - Revision history

Dina: /* Advanced Ticket Options */

2022-07-13T09:22:48Z

Advanced Ticket Options

← Older revision		Revision as of 09:22, 13 July 2022
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	System administrators can select which fields are mandatory when new tickets are being added by visiting ''Tools > Options > Tickets (Admin)'' tab and click ''Setup Mandatory Fields':		System administrators can select which fields are mandatory when new tickets are being added by visiting ''Tools > Options > Tickets (Admin)'' tab and click ''Setup Mandatory Fields':

	[[Mandatory_fields_for_new_tickets.png]]		[[File:Mandatory_fields_for_new_tickets.png]]

	==Mandatory Fields for Ticket Closing==		==Mandatory Fields for Ticket Closing==
	System administrators can select which fields are mandatory when closing tickets by visiting ''Tools > Options > Tickets (Admin)'' tab and click ''Setup mandatory fields for ticket closing':		System administrators can select which fields are mandatory when closing tickets by visiting ''Tools > Options > Tickets (Admin)'' tab and click ''Setup mandatory fields for ticket closing':

	[[Mandatory_fields_for_closing_tickets.png]]		[[File:Mandatory_fields_for_closing_tickets.png]]

	<br>		<br>

Dina: /* Advanced Ticket Options */

2022-07-13T09:21:43Z

Advanced Ticket Options

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 =Advanced Ticket Options=
 ==Printing Reports from the Ticket Window==
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 [[File:Custom-priorities.png]]
 <br>

Dina at 08:35, 13 July 2022

2022-07-13T08:35:21Z

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 *You can also add additional '''Notes''' in the Notes field.
 *'''Save''' your changes once done.
 ==Dispatch the Ticket==

Dina: /* Dispatching Tickets is optional */

2021-01-11T11:55:01Z

Dispatching Tickets is optional

← Older revision		Revision as of 11:55, 11 January 2021
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	A Ticket can also be handled without dispatching (for example when there is no need to set any appointments for this Ticket), simply by assigning it to a technician (via the Ticket Manager field) without going through the Dispatching step. If you want to set the Ticket not to appear in the Dispatcher, go to the Ticket's Details tab and un-check the "Show in Dispatcher" option.		A Ticket can also be handled without dispatching (for example when there is no need to set any appointments for this Ticket), simply by assigning it to a technician (via the Ticket Manager field) without going through the Dispatching step. If you want to set the Ticket not to appear in the Dispatcher, go to the Ticket's Details tab and un-check the "Show in Dispatcher" option.

	If most of your tickets do not require dispatching, you can change the default behavior not to show new Tickets in the dispatcher. This can be done from ''Tools > Options > Ticket ~~- 1~~ > Show In Dispatcher''. Simply un-check this option and restart the application for the change to take effect. Still, if you manually set a specific Ticket to show in the dispatcher, it will immediately appear in the dispatcher window.		If most of your tickets do not require dispatching, you can change the default behavior not to show new Tickets in the dispatcher. This can be done from ''Tools > Options > Ticket (Admin) > Show In Dispatcher''. Simply un-check this option and restart the application for the change to take effect. Still, if you manually set a specific Ticket to show in the dispatcher, it will immediately appear in the dispatcher window.

			[[File:Show_in_dispatcher_settings.png]]

	==Searching for Tickets==		==Searching for Tickets==

Dina at 13:51, 8 July 2020

2020-07-08T13:51:10Z

← Older revision		Revision as of 13:51, 8 July 2020
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	Other recommended reading:		Other recommended reading:
	*'''[[Ticket Management\|Ticket Management]]''' - This user guide covers new concepts and features regarding Ticket Management introduced with the release of ~~CommitCRM~~ version 5.3. The main features include New Ticket Navigation, New Ticket Inbox View and enhanced Email Correspondence Management.		*'''[[Ticket Management\|Ticket Management]]''' - This user guide covers new concepts and features regarding Ticket Management introduced with the release of RangerMSP version 5.3. The main features include New Ticket Navigation, New Ticket Inbox View and enhanced Email Correspondence Management.
	<br>		<br>
	__TOC__		__TOC__
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	V		V

	'''[[Tickets#Bill the Customer\|Bill the customer]]'''<br>If the Charge is Billable – create [[Charges#Using ~~CommitCRM~~ Charge Reports\|Charges reports]] or [[QuickBooks_Link\|Invoices]]		'''[[Tickets#Bill the Customer\|Bill the customer]]'''<br>If the Charge is Billable – create [[Charges#Using RangerMSP Charge Reports\|Charges reports]] or [[QuickBooks_Link\|Invoices]]
	</div>		</div>

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	== Before you start ==		== Before you start ==
	This guide assumes you already have some Accounts in the system. You can create Accounts by importing Accounts from Outlook, QuickBooks or any other data source. You can read more about how to import Accounts into ~~CommitCRM~~ in the [[Setup\|~~CommitCRM~~ Setup Guide]].		This guide assumes you already have some Accounts in the system. You can create Accounts by importing Accounts from Outlook, QuickBooks or any other data source. You can read more about how to import Accounts into RangerMSP in the [[Setup\|RangerMSP Setup Guide]].

	You can also create an Account manually from within ~~CommitCRM~~:		You can also create an Account manually from within RangerMSP:

	#From the Accounts Window, click the '''New''' icon .		#From the Accounts Window, click the '''New''' icon .
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	==Dispatch the Ticket==		==Dispatch the Ticket==
	The ~~CommitCRM~~ Dispatcher allows you to easily view tickets pending and the technicians calendars in order to dispatch tickets for on-site visits. Once the Ticket is entered into ~~CommitCRM~~, it appears in the Dispatcher window as "Waiting for Dispatching".		The RangerMSP Dispatcher allows you to easily view tickets pending and the technicians calendars in order to dispatch tickets for on-site visits. Once the Ticket is entered into RangerMSP, it appears in the Dispatcher window as "Waiting for Dispatching".

	The Dispatcher lets you appoint the relevant technicians to the Appointments set for this Ticket.		The Dispatcher lets you appoint the relevant technicians to the Appointments set for this Ticket.
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	It is recommended to read the [[Web Interface\|Web Interface Manual]].		It is recommended to read the [[Web Interface\|Web Interface Manual]].

	The following steps assume the Web Interface is installed and that Web users were defined for the relevant employee (Learn more about the [[Web Interface\|~~CommitCRM~~ Web Interface]]).		The following steps assume the Web Interface is installed and that Web users were defined for the relevant employee (Learn more about the [[Web Interface\|RangerMSP Web Interface]]).

	To open a new Ticket, login to the Web Interface, click '''New Ticket''' button and select the Account:<br>		To open a new Ticket, login to the Web Interface, click '''New Ticket''' button and select the Account:<br>
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	==Create New Tickets from the Web Interface as a Customer==		==Create New Tickets from the Web Interface as a Customer==
	Your customers may use the Web Interface for Customers module which allows them to view, edit and create data in ~~CommitCRM~~.		Your customers may use the Web Interface for Customers module which allows them to view, edit and create data in RangerMSP.

	Customers can create new Tickets from the Tickets window.		Customers can create new Tickets from the Tickets window.
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	\|}		\|}

	The new Ticket is immediately updated in the ~~CommitCRM~~ database, and can be viewed from any ~~CommitCRM~~ Client Application.		The new Ticket is immediately updated in the RangerMSP database, and can be viewed from any RangerMSP Client Application.

	You can also automatically send [[Alerts Server\|email alerts]] to predefined lists of email addresses.		You can also automatically send [[Alerts Server\|email alerts]] to predefined lists of email addresses.
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	<u>View the Account address using the [[Online Services\|Online Services]]</u>		<u>View the Account address using the [[Online Services\|Online Services]]</u>
	You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in ~~CommitCRM~~.		You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in RangerMSP.

	To activate the Online Service from within the Ticket, you can right click on the Account Name field to open a pop up menu, and select the Online Services menu option.		To activate the Online Service from within the Ticket, you can right click on the Account Name field to open a pop up menu, and select the Online Services menu option.
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	[[File:tutorial_ticket_right_click_account.png\|center]]		[[File:tutorial_ticket_right_click_account.png\|center]]

	You can learn more about how to activate the ~~CommitCRM~~ [[Online Services\|Online Service]] on our [[FAQ]].		You can learn more about how to activate the RangerMSP [[Online Services\|Online Service]] on our [[FAQ]].

	==On the road - Using [[Web Interface\|~~CommitCRM~~ Web Interface]]==		==On the road - Using [[Web Interface\|RangerMSP Web Interface]]==

	While on the road, or when you are already at the customer's site, you may wish to Access ~~CommitCRM~~'s data in order to view the Ticket details, Account and Contract terms or print a service form to give to the customer.		While on the road, or when you are already at the customer's site, you may wish to Access RangerMSP's data in order to view the Ticket details, Account and Contract terms or print a service form to give to the customer.


	<u>~~CommitCRM~~ Web Interface</u>		<u>RangerMSP Web Interface</u>

	If you have Internet access, you can use the ~~CommitCRM~~ Web Interface in order to view the Ticket details, History Notes, Contract information, Account address, phone numbers and more.		If you have Internet access, you can use the RangerMSP Web Interface in order to view the Ticket details, History Notes, Contract information, Account address, phone numbers and more.

	To install and use the Web Interface, read our simple Web Interface installation instructions on our Web site, under Support > Documents.		To install and use the Web Interface, read our simple Web Interface installation instructions on our Web site, under Support > Documents.
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	==Add Charges==		==Add Charges==
	Charges are the way to log the work performed for the Ticket. Charges can be billable or not-billable (read more about Charges in the Introduction to Charges and Billing in ~~CommitCRM~~), depending on the service agreement that was agreed upon with the customer.		Charges are the way to log the work performed for the Ticket. Charges can be billable or not-billable (read more about Charges in the Introduction to Charges and Billing in RangerMSP), depending on the service agreement that was agreed upon with the customer.

	In this demonstration, we will add a simple Labor Charge using the System Global Contract, and will set the Rate during the process:		In this demonstration, we will add a simple Labor Charge using the System Global Contract, and will set the Rate during the process:
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	===Using the Timer to Add Charges===		===Using the Timer to Add Charges===
	You can use the ~~CommitCRM~~ Timer in order to record activity for a certain Ticket and then convert it into a Charge. This is usually useful for activities like phone support.		You can use the RangerMSP Timer in order to record activity for a certain Ticket and then convert it into a Charge. This is usually useful for activities like phone support.

	You can activate the Timer from various places. First display the Ticket details and then:		You can activate the Timer from various places. First display the Ticket details and then:
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	<u>Benefits of using Charges to log the work</u><br>Using Charges to log work performed for a Ticket provides a much more detailed history log of the Ticket activity, and it allows you to better analyze the work at a later date. You will be able to analyze which Items you use most, how much time you spend on each customer or on each type of Ticket, view charges by Employees, etc. The more information you keep in your system, the better analyses can be performed on it later.		<u>Benefits of using Charges to log the work</u><br>Using Charges to log work performed for a Ticket provides a much more detailed history log of the Ticket activity, and it allows you to better analyze the work at a later date. You will be able to analyze which Items you use most, how much time you spend on each customer or on each type of Ticket, view charges by Employees, etc. The more information you keep in your system, the better analyses can be performed on it later.

	Charges are also the way you can bill your customer - each Charge can be sent to the customer using ~~CommitCRM~~ Reports or can be the base for a new QuickBooks Invoice (see [[Billing]]).		Charges are also the way you can bill your customer - each Charge can be sent to the customer using RangerMSP Reports or can be the base for a new QuickBooks Invoice (see [[Billing]]).

	All charges can be automatically copied to the Ticket Resolution when completing the Ticket. See [[Tickets#Copy Charge Descriptions to Ticket Resolution\|Copy Charge Descriptions to Ticket Resolution]].		All charges can be automatically copied to the Ticket Resolution when completing the Ticket. See [[Tickets#Copy Charge Descriptions to Ticket Resolution\|Copy Charge Descriptions to Ticket Resolution]].
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	=Ticket Email Correspondence=		=Ticket Email Correspondence=
	Email correspondence for Tickets can be managed via the ~~CommitCRM~~ application on two levels:		Email correspondence for Tickets can be managed via the RangerMSP application on two levels:
	* Tracking email history regarding a Ticket.		* Tracking email history regarding a Ticket.
	* Managing [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]], i.e. defining who should receive a copy of emails being sent regarding a Ticket.		* Managing [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]], i.e. defining who should receive a copy of emails being sent regarding a Ticket.
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	= Labels =		= Labels =

	Labels are a new and powerful feature added in ~~CommitCRM~~ version 7. Tickets can have multiple color coded Labels applied manually, through the main ~~CommitCRM~~ client application and the Web Interface, or automatically based on settings for specific Accounts, Contracts, Assets as well as Email Connector and RMM generated Tickets. Labels on Tickets allow for advanced filtering, reporting and workflow improvements.		Labels are a new and powerful feature added in RangerMSP version 7. Tickets can have multiple color coded Labels applied manually, through the main RangerMSP client application and the Web Interface, or automatically based on settings for specific Accounts, Contracts, Assets as well as Email Connector and RMM generated Tickets. Labels on Tickets allow for advanced filtering, reporting and workflow improvements.

Dina at 19:52, 18 June 2020

2020-06-18T19:52:24Z

← Older revision		Revision as of 19:52, 18 June 2020
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	See complete details in [[Ticket_Management#Inbox\|Tickets Inbox]].		See complete details in [[Ticket_Management#Inbox\|Tickets Inbox]].

	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_tickets_inbox.htm click to watch a video about Tickets Inbox].''~~
	<br><br>		<br><br>

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	See complete details in [[Ticket_Management#Email_Correspondence\|Ticket Email Correspondence]].		See complete details in [[Ticket_Management#Email_Correspondence\|Ticket Email Correspondence]].

	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_email_correspondences_video/ click to watch a video about Ticket Email Correspondence].''~~
	<br><br>		<br><br>

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	See complete details in [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]].		See complete details in [[Ticket_Management#Ticket_Recipients\|Ticket Recipients]].

	~~''For your convenience, [http://www.commitcrm.com/videos/commitcrm_ticket_recipients_video/ click to watch a video about Ticket Recipients].''~~
	<br>		<br>

Dina at 19:49, 21 March 2020

2020-03-21T19:49:42Z

← Older revision		Revision as of 19:49, 21 March 2020
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	[[File:tutorial_ticket_print_icon_details.png\|center]]		[[File:tutorial_ticket_print_icon_details.png\|center]]

	<u>View the Account address using the [[~~Commit~~ Online Services\|Online Services]]</u>		<u>View the Account address using the [[Online Services\|Online Services]]</u>
	You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in CommitCRM.		You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in CommitCRM.

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	[[File:tutorial_ticket_right_click_account.png\|center]]		[[File:tutorial_ticket_right_click_account.png\|center]]

	You can learn more about how to activate the CommitCRM [[~~Commit~~ Online Services\|Online Service]] on our [[FAQ]].		You can learn more about how to activate the CommitCRM [[Online Services\|Online Service]] on our [[FAQ]].

	==On the road - Using [[Web Interface\|CommitCRM Web Interface]]==		==On the road - Using [[Web Interface\|CommitCRM Web Interface]]==

Dina: /* Create a New Ticket from the Web Interface */

2019-05-26T14:34:23Z

Create a New Ticket from the Web Interface

← Older revision		Revision as of 14:34, 26 May 2019
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	The following steps assume the Web Interface is installed and that Web users were defined for the relevant employee (Learn more about the [[Web Interface\|CommitCRM Web Interface]]).		The following steps assume the Web Interface is installed and that Web users were defined for the relevant employee (Learn more about the [[Web Interface\|CommitCRM Web Interface]]).

	#To open a new Ticket, login to the Web Interface		To open a new Ticket, login to the Web Interface, click '''New Ticket''' button and select the Account:<br>
	#Go to the '''Accounts''' tab and click '''~~View~~''' ~~for a certain Account.~~		[[File:Tutorial_web_add_new_ticket.png\|center]]<br>
	~~#From~~ the ~~Account window, click~~ '''Create for Account''', and select '''Ticket'''. <br>[[File:~~tutorial_web_ticket_new_menu~~.gif\|center]]<br>
	#In the New Ticket window, the Account is already selected , as we created the Ticket from within the Account (you can click +/- to expand the Account details). The System Global Contract will already be selected. All you need to do is enter the '''Description''' and you are done. You can set also other values such as the Ticket Type, Cause, Due date, etc. Note that the Web Interface New Ticket window contains more information than the Client Application. Not all the information is mandatory, and you may fill it in now or at a later stage.		[[File:Tutorial_web_add_new_ticket_mobile.png\|center]]<br>
	#Click '''Save''' to add the Ticket. <br>[[File:tutorial_web_new_ticket_window.gif\|center]]
			[[File:Tutorial_web_add_new_ticket_select_account.png\|center]]<br>

			OR

			Go to the '''Accounts''' tab and click '''Actions''' link to open the '''Create for Account''' window and select '''Ticket'''. <br>[[File:tutorial_web_ticket_new_menu1.gif\|center]]<br>
			In the New Ticket window, the Account is already selected , as we created the Ticket from within the Account (you can click +/- to expand the Account details). The System Global Contract will already be selected. All you need to do is enter the '''Description''' and you are done. You can set also other values such as the Ticket Type, Cause, Due date, etc. Note that the Web Interface New Ticket window contains more information than the Client Application. Not all the information is mandatory, and you may fill it in now or at a later stage.<br>

			Click '''Save''' to add the Ticket. <br>[[File:tutorial_web_new_ticket_window.gif\|center]]


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	Learn more about setting up automatic emails in our [[FAQ]] section.		Learn more about setting up automatic emails in our [[FAQ]] section.


	=On-Site Visits=		=On-Site Visits=

Dina: /* Add Tasks for Tickets */

2019-01-03T12:27:33Z

Add Tasks for Tickets

← Older revision		Revision as of 12:27, 3 January 2019
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	If most of your tickets do not require dispatching, you can change the default behavior not to show new Tickets in the dispatcher. This can be done from ''Tools > Options > Ticket - 1 > Show In Dispatcher''. Simply un-check this option and restart the application for the change to take effect. Still, if you manually set a specific Ticket to show in the dispatcher, it will immediately appear in the dispatcher window.		If most of your tickets do not require dispatching, you can change the default behavior not to show new Tickets in the dispatcher. This can be done from ''Tools > Options > Ticket - 1 > Show In Dispatcher''. Simply un-check this option and restart the application for the change to take effect. Still, if you manually set a specific Ticket to show in the dispatcher, it will immediately appear in the dispatcher window.

			==Searching for Tickets==

			Searching for tickets can be performed using the '''Text''' search window, which uses an advanced free-text search that quickly and simultaneously look for data in multiple data fields - The Ticket Problem, Resolution and Notes. You can also search by specific ticket fields by selecting the field name in the '''Find''' selection list.



			[[File:Tickets_text_search1.png\|center]]


			'''Free-Text Search Options'''<br>The Text search allows you to use search conditions to look for character strings composed of words, phrases, logical operators, and parentheses for grouping precedence.

			In order to use the conditional search, the searched text should include reserved words, including the logical operators OR, AND, NOT, and NEAR. The precedence of the logical operators, from lowest to highest, is OR, AND, NOT, NEAR.

			You can use parentheses to change the precedence grouping. For example, using the search condition ”meeting and request or changelog” finds records that have both the words "meeting" and "request" or the word "changelog." However, using the search condition “meeting and (request or changelog),” causes the search condition to find records that have the word "meeting" and either of the words "request" or "changelog."

			The logical OR operator produces a "true" result when either text is found. The logical AND operator produces a true result only when both of its sides are true. The logical NOT operator produces a true result when its single-text string has a false result. The NEAR operator (proximity operator) is similar to the AND operator in that both of its sides must be found. In addition, it requires that its operands be within a certain physical distance of each other for it to return a true result. The default distance for the NEAR operator is 8 words. To use a proximity value other than the default, specify the distance as a parameter to the NEAR operator. For example “medical near(15) doctor” will evaluate to true for records where the word "medical" is within 15 words of "doctor."

			Search words that do not have specified logical operators are assumed to have an implied AND operator between them. For example, the following two search conditions are equivalent:
			“mechanical engineer” and “mechanical AND engineer”.
			The following two searches are also equivalent: “computer programmer or software developer”
			and “(computer AND programmer) OR (software AND developer)”.

			'''Searching with wildcards'''<br>Individual search words that are not enclosed in double quotes can be searched for as exact matches, prefix matches, postfix matches, or substring matches. This behavior is controlled through the use of the asterisk (*) character.
			*'''Exact match'''. Simply specify the word in the search condition. The word will be matched if it is found exactly as given in the text. For example, the search word "special" will match only "special" in the text (or upper case versions if it is not a case sensitive index).
			'''Prefix match'''. Place an asterisk at the end of the word to match all words that begin with the given characters. For example, the search word "special" will match "special", "specialty", "specialization", etc.
			'''Postfix match'''. Place an asterisk at the beginning of the word to match all words that end with the given characters. For example, the search word "ation" will match words "station", "specialization", "citation", etc.
			'''Substring''' match. Place an asterisk at both the beginning and end of the word to match all words that contain the given characters. For example, the search word "lock*" will match the words "locker", "antilock", "blocking", etc.


			'''Double quotes''' are used as phrase delimiters. In addition, special characters can be enclosed inside double quotes to ensure that they are unchanged by the search condition parser. For example, to search for a parenthesis, it is necessary to enclose it in double quotes in order to keep it from being treated as a precedence operator in the search condition itself. To search for a physical double quote, use two of them in a row.


			<u>Natural Language Engine: Obtain better search results by eliminating unimportant words</u><br>When searching, the following words are considered "noise" and will not be included in the search: about after all also and another any are because been before being between both but came can come could did does each else for from get got had has have her here him himself his how into its just like make many might more most much must never now only other our out over said same see should since some still such take than that the their them then there these they this those through too under use very want was way well were what when where which while who will with would you your

	==Add Tasks for Tickets==		==Add Tasks for Tickets==

Dina: /* See Also */

2018-11-11T13:20:32Z

← Older revision		Revision as of 19:49, 21 March 2020
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	[[File:tutorial_ticket_print_icon_details.png\|center]]		[[File:tutorial_ticket_print_icon_details.png\|center]]

	<u>View the Account address using the [[~~Commit~~ Online Services\|Online Services]]</u>		<u>View the Account address using the [[Online Services\|Online Services]]</u>
	You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in CommitCRM.		You may wish to find the address of the Account you will be visiting before you set out. You can define your own Online Service which will open map sites (e.g. Google Maps, Yahoo! Maps etc.), and the map will automatically open to address of the Account or Contact stored in CommitCRM.

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	[[File:tutorial_ticket_right_click_account.png\|center]]		[[File:tutorial_ticket_right_click_account.png\|center]]

	You can learn more about how to activate the CommitCRM [[~~Commit~~ Online Services\|Online Service]] on our [[FAQ]].		You can learn more about how to activate the CommitCRM [[Online Services\|Online Service]] on our [[FAQ]].

	==On the road - Using [[Web Interface\|CommitCRM Web Interface]]==		==On the road - Using [[Web Interface\|CommitCRM Web Interface]]==

← Older revision		Revision as of 13:20, 11 November 2018
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	=See Also=		=See Also=
	*[[Ticket Management]]		*[[Ticket Management]]
			*[[Recurring Tickets]]
	*[[Web Interface]]		*[[Web Interface]]
	*[[Billing]]		*[[Billing]]