Rules

Configuration > Tickets > Rules Configuration > Sales > Rules Related Guides: Ticket Rules Details Field Type Description Rule Name Free Text This is the name of the Rule as it appears elsewhere throughout the system. Use Single Select This is where / when the Rule will be evaluated. Options include New Tickets, Existing Tickets, a […]

Reporting General Settings

Configuration > Reporting > General Settings Related Guides: Reports and Scheduling Field Type Description Dashboard to show on the home screen Single Select The dashboard selected here will be the one used at the bottom of the Home Screen. This is the global setting for this choice, but this can be overridden on Agent Level. […]

Asset Templates

Configuration > Asset Management > Asset Template Related Guides: Asset Templates Details Field Type Description Asset Type Single Select Asset Types (Which is a module found within Asset Management Config) are used to define the category which the asset falls under a type can be i.e. laptop, server, tablet, etc… Asset Number Integer When creating […]

Details

Configuration > Organisations > Select Organisation Top Bar Field Type Description Edit Button Enables edit mode, and saves changes made. Change Logo Button Opens up a menu for uploading an image to use as a Logo for the Organisation. Details Field Type Description Name Free Text Organisation name, used for email/PDF templates. Address Free Text […]

Concurrent Licensing and Agent App Session Improvements

In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]

Charge Types

In this guide we will cover: – What is a Charge Type?   – How to Create and view Charge Types – Charge Type Overrides Admin Guides: Charge Types What is a Charge Type?  A charge type is a classification of work. Remote support and on-site support are both examples of different charge types. You […]

Contract (Agreement) Types

Configuration > Billing > Contract Types Field Type Description Name Free Text Determines the name of the contract/agreement type. This is used for reporting purposes, to easily see how a contract/agreement is categorised. Typically agreement types will be named based on the services included in this agreement, actual services will not be linked, this is […]

Sales General Settings

Configuration > Sales > General Settings Field Type Description Default Ticket Type for New Opportunities Single Select The Opportunity Ticket Type selected here will be used as a default when creating new Opportunities. This can still be changed upon creation manually. Default Customer/Site for New Opportunities Single Select The Site selected here will be the […]

Automating Prices in Recurring Invoices

In this guide we will cover: – Update recurring invoice lines when Products are updated – How to have prices/costs on recurring invoices update automatically when the price/cost of an item is changed – How to update item and recurring invoice prices using product bundles – Set automatic percentage increases for invoice lines Update recurring […]

Asset Template Creation

In this guide we will cover: – What is an Asset template? – How to create and use an asset template What is an Asset template? Asset templates can be used as a base when creating new assets. Information about the asset can be saved to an asset template, then when creating a new asset […]