Service Tickets

Service Tickets are one-time work items that can be created to satisfy workflows outside of regularly occurring services.

The Service Ticket module must be enabled and configured by the Accu-Trax team before they can be used.

Service Ticket templates are the individual work item. Common templates include Will-Call Pickup, Container Delivery, Container Pickup, and Container Swap.
Templates may be configured by following System Tools > Database Setup > Services & Transactions > Service Ticket Templates if the module has been enabled.

See Creating Service Ticket Templates for more information.

Creating a Service Ticket

1. Open the desired Customer Account.

2. Select Customer Tools > View Service Tickets.

3. Select 'New Ticket'.

4. Select an Address for the work item, select the desired Template, a Description may be preloaded but can be added, edited, or removed manually, set the Ticket Date, and select either the Customer Routes or All Routes. The two Route options determine which Routes are displayed in the Route dropdown list. Select the desired Route and enter a Sequence number for where along the selected Route should this work item take place. Select 'Create Ticket' once completed.

Service Tickets can be configured to select either a single Route or multiple Routes. The user interface for selecting Routes will appear different for multiple Routes than what it displayed below.

5. Service Tickets may have their Charges applied on the creation, iteration, or completion of the Ticket. Any applied Charges and iterations may be found in the Charges and History tabs.

An iteration is an intermediary progress marker and is displayed as a customized button next to the 'Complete Ticket' button. In the example below, the iteration is 'Add Charges', which will allow additional Charges be added each time it is selected.
By default, it will say 'Iterate Ticket' if enabled.

If the Service Ticket has Optional Charges enabled, the 'Add Charge' dropdown will be available. As well, the 'Remove' charges button is available. Charges must be configured for each Service Ticket Template before they can be applied, including 'Add Charge' dropdown options.
Charges automatically populate some information, but information can be added, edited, or removed.
Once satisfied with Charges, select 'Post Charges'.

Select the empty input box next to 'Add Note' at the bottom of the window. Enter the note if desired and select the 'Add Note.' The note will be added and display the user who created it with a date and time stamp. This Note will display on the Service Ticket Workload report.

6. To edit Ticket details, select 'Edit'.

Update any needed information for the Description, Ticket Date, Route, Sequence.
Select 'Save' once finished making changes.

Select 'Ticket' in the upper-left corner of the Manage Service Ticket window to find more options.

View Customer: Opens the respective customer's account.

Cancel Ticket: Populates a warning message. Select 'Yes' to cancel.

Print Ticket: Populates a print preview for the Ticket to be saved, exported, emailed, or printed.

7. Select 'Complete Ticket' once the work item and its potential iterations have all been satisfied. If Charges are set to apply upon Completion, the Charges window will appear.

View Service Tickets

1. Customer Tools > View Service Tickets. The popup window for View Service Tickets will open.

2. View Open and Competed Tickets on a specific account. If the account has more than 1 Service Address, select the desired Service Address to view.

Service Ticket Lookup

1. Service Tickets > Ticket Lookup.

2. The Service Ticket Lookup window will open. Enter in the Ticket number and press enter. The Manage Service Ticket window will open for that Ticket.

3. All Open Tickets will also display: If the desired Ticket is Open and listed below, double click the line item to open that Ticket.

Workloads

1. Service Tickets > Workload.

2. The Service Ticket Workload window will open. There are 3 different displays available:

Daily Schedule

Set the Date to find Tickets that are scheduled for the selected Date. Set Routes to filter Service Ticket results. Adding multiple Routes will include Tickets for either of the selected Routes.

Select 'Report' at the bottom of the Service Ticket Workload to populate the Workload report for that day's Tickets. The Service Ticket Workload report can also be added to the Route List by selecting Routes > Route Preparation and checking the 'Service Ticket' checkbox, then selecting 'Report'. Like Driver Notes, Service Tickets for that Route will display at the top of the Route List.

Weekly Overview

Select the Date that falls within the desired week. By default, the current week will display. Selecting the '-' and '+' signs will move forwards or backwards by weekly increments.

The number of Tickets scheduled for each day will display underneath the Date. Select the down arrow to view a list of those scheduled Tickets. Selecting the Date number will open the Daily Schedule interface for that day where that same Ticket list will be displayed and each Ticket can be selected.

Monthly Overview

Select the desired Month to view that entire month's Tickets by day. Selecting the Date number will open the Daily Schedule interface for that day where the day's Ticket list will be displayed and each Ticket can be selected.