Link "Service/Request" to a sale

Henrik Visby

Hi there,

Our company is quite new to "Superoffice" and have worked with quite a couple of different CRM systems in the past.

We are currently receiving tickets into the "Service" module in Superoffice and replying to those. 
I want to know how I can link a ticket to a "Sale" and / or to my "Diary" so when I register my time on these tickets it will automaticly register it into my calendar so I do not have to do this manually?

Further more we have a sale caled "Support agreement" for example, where we register all tickets for the given customer on, if they have a Support agreement, but I cant seem to find anyplace in "Service" where I can choose the correct "Sale"?


Best regards

STAFF /no/My-Page/12976/

Hi Henrik.

Unfortunately there isn't any directly link between sales and tickets - like there is on a company / person. This is due to historical reasons, but might in the future be implemented.

What you're asking for can't be done without technical customization of your solution. To add a sales relation to a ticket, you need to add an extra-field with a sale-relation.

But to automatically create appointments in your calendar, you need to implement crm-script to do this job.

 

Av: Kasper Rosenlund 22. okt 2019
/no/My-Page/13626/

"What you're asking for can't be done without technical customization of your solution. To add a sales relation to a ticket, you need to add an extra-field with a sale-relation."

 

So how do we add the field as described above?

Perhaps in "Profiles"?

 

Is there any tutorial / description on doing so?

Best regards

Av: Henrik Visby 22. okt 2019
STAFF /no/My-Page/12976/

Most of the technical customization requires an Expander Service license, which you can get from your SO Account Manager.

I can't remember where the line is drawn. But the feature is under settings -> System Design -> Tables -> Request. Here it should be possible to add a field.

If not, then you don't have the Expander License.

Av: Kasper Rosenlund 22. okt 2019
STAFF /no/My-Page/10828/

Hi,

Here is an FAQ for this:

http://cs.superoffice.no/scripts/customer.fcgi?_sf=0&custSessionKey=&customerLang=en&noCookies=true&action=viewKbEntry&id=113564

Let us know if you struggle with something or have additional questions.

Av: Donatas Sasnauskas 22. okt 2019
/no/My-Page/13626/

EDIT: 
I managed to get it to save the sale, but it doesnt register anything onto the sale?

If I go into the sale it self, none of my "hours" has been transfered to the sale?

Av: Henrik Visby 22. okt 2019
STAFF /no/My-Page/10828/

By linking Service and Sale you will just see all the requests linked to particular sale. 

 

For this you need to create en extra Tab under the Sales. For this you need to follow same FAQ and make a step 2:

Step 2. Create a tab with a web panel in SuperOffice CRM

If your tab is blank and do not show any linked tickets. Can you please paste the URL address

Av: Donatas Sasnauskas 22. okt 2019
/no/My-Page/13626/

Hi Donatas,

Thanks a ton for your answer.

I am now able to see the tickets registered to a sale.

How can our salesmen easily change the status on a ticket?

Right now we have tickets being "Afsluttet" which means "Done", but if we made a new status called "Paids" or "Invoiced" or something like that, how can our salesmen change the status on the ticket with ease?

Best regards

Av: Henrik Visby 22. okt 2019
STAFF /no/My-Page/12903/

If the sales representative has the functional rights and I assume access to Service, he/she can double click on the errand in the panel you added and in there select "Edit".

(Says "Edit" in Swedish).

Clicking on Edit will open a new window with Service and the selected ticket.

Av: Patrik Larsson 24. okt 2019