Commit

Creating/Updating Ticket

Getting Started
1. Double click on the COMMIT icon. (This will open commit)

2. Double click the Tickets tab.

Step 3
Once the Tickets are selected there will be the word Tickets on the top screen.
On the left hand side of the menu bar click on New.

Step 4
A popup menu will appear in the middle of the screen.
Choose the appropriate Account from the drop down menu. (The company)

Step 4
Choose the contact from the drop down menu. (The site or contact person)

4. Click on the arrow (drop box). The contacts on file for the account will appear. Choose one. I.E. Loves has two contacts Van Belk or Brandon.

Type in recipients for notification emails of ticket status changes, if available. Account Open Tickets will list the number of existing tickets open for the specific account.
Recipients

Account open tickets

Contract will auto populate (IFS doesnt use this at this time). Ticket Description is the problem the customer has and is the reason why they called us and who called us. Also, if they provide a purchase order number it will also go under Ticket Description (This will be copied to the invoice when billed.)*

Transferring the data

The Original Ticket

Commit ticket

Mike at TA called with water in sumps

Summarized ticket description.

Asset
The specific piece of equipment having the problem. This will be selected if known, otherwise, it will be left blank for future updating by service tech.
EX: You would write Sumps in the asset box.

Manager and Type

Manager will always be the Operations manager until it is dispatched to a specific tech. Type is the type of work to be completed, choose from the drop down menu.
Service Construction Parts Client Services

*DO NOT leave as general.

Choose a Type
Choose the operations manager. Type Choose one EX: Service
Steph

Source
The method of communication used by the customer to inform us of the service request.
Choose from:

E-Mail
Fax In-Person Phone Recurring Web

Show Ticket in Dispatcher

This will always have a green check mark until the job is dispatched to a specific tech by the Operations Manager.
Green Check Mark

Final steps
Finally: Click the Check Spelling button Press OK All done! Click the check spelling button. Click OK to finish.

Updating a Ticket

Description of each tab

Ticket Preview- Is an over view of the ticket. Its a snap shot of when it was opended. Charges added and notes made.

General Tab
Ticket #: auto created and cant be changed. Type is the type of work and selected when creating a ticket.
Service- Daily work orders Construction Client Services- testing and PM Parts- Parts only

Ticket Number and Type

Drop down menu
Service

Ticket number

Click and choose: Service Construction Client Services Parts

Status
Specific status of a job
Service Request Parts Pending Schedules On Hold/Warranty Construction- Do Not Use. In Area- Do Not Use. Client Services- Do Not Use. Job Completed Declined Invoiced

Status
Service Request: customer has requested service and it needs to be scheduled by the operations manager on the Dispatch Board Scheduled: the service request has been assigned by the operations manager to a specific service tech on a specific date and time, then placed into dispatch.

Status
Parts pending: there are parts on order and the job is not complete.
Once he parts have arrived the status will be rescheduled by the operations manager. Jobs that are assumed by the techs to be warranty can be moved here prior to job complete so the warranty can be investigated and next steps determined.

Status
On Hold/Warranty: the job is on hold and will be rescheduled by the Operations manager. Jobs that are assumed by the techs to be warranty should be moved here prior to job completion so the warranty can be investigated and next steps determined.

Status
Job Completed: the job is completed, charges have been added, and it has all necessary information required for billing to invoice.
Parts: brought from, description of part, pricing, and quantity.

Status
Declined: job is closed Invoiced: invoice has been sent to customer, electronic version of invoice has been attached to ticket.

Customer (filled out when ticket was created)

General Tab
The date the ticket was opened

The site or customer point of contact for the ticket.

Location and description

Choose from the drop down menu: Immediate High Normal Low Not Applicaple

Updated by the operations manager when assigning ticket to service tech.

Date we set when the job needs to be closed by if not completed.

The Manager and the Close

General Tab

Desc: is the problem with the customers equipment and purchase order number.

General Tab

Contract/Asset Tab
Asset: is the specific equipment in need of repair. The tab

Contract: Auto filled when ticket is created

Details Tab
Source: How the customer communicated to us about the problem. Estimated Work Durations: filled out by the Operations manager for the estimated time required to complete repair, will include travel and part pick up time.

Category: Type of equipment that is having problems. = We Dont Use.

Details Tab
Job $: Total dollars on approved formal proposal to the customer. Job # Hrs: Proposed number of hours to perform the job. Will have a green check mark until the OM assigns the ticket to a service tech on the dispatch board QW #: approved proposals from Quote Work. Next Step = notes: All internal communication Format- mo/dt initial All tickets will have NOTES filled out with steps taken, and next action step required and by who it will be taken.

Email Recipients Tab

(Optional)

External Recipients: Emails sent to individual when the status in changed on te job.

Employee Recipient: Ticket manager, account manager.

Pending Tab
IFS does not use this tab at this time. As we continue to grow we will move towards this.

Resolution/History Tab
This is a list of changes Resolution: Will be filled out by tech who makes the repair including detailed steps taken to resolve the problem.

Charges Tab
Parts/mileage/Labor All charges to the customers are updated under this tab. Labor: the tech who completed the work will need to have their name on the labor.

Charges Tab
Tech Total dollar amount charged to the customer.

Hours put in for labor.

Description of what all was done on the site.

Docs Tab
Attach all ticket specific documents:
Invoices Spec sheets Pictures State docs Testing Results Drawings

Email the attached docs from this tab.

Docs Tab

MSG Tab
IFS doesn not use this tab at this time.

Notes Tab
Continuation of Notes from the details tab.
The most recent note should appear at the top This tab keeps open communication with everyone.

1. Enter todays date.

2. Enter you initials. I.E.- Stephanie Billingsley= SB

3. Enter what was done.

Updating an Existing Ticket

Each tickets Notes need to be updated with each action taken and the next step to be taken to resolve the problem for the customer.
Tasks need to be created and assigned when actions need to be taken.

Part Charges
Should include:
1. 2. 3. 4. 5. 6. 7. Where the parts came from Who the vendor was The part manufacturer Part number Quantity Price (if available) Retail (if available)

Time Charges
Need to include:
1. Who did the work 2. What was wrong 3. How they fixed it

Happy ticket making!