Articles
How to Reopen and Fix a Closed Service Ticket
Issue:
A ticket was allowed to be closed after the system allowed a Dispatch Time to be entered that was after the entered Departure time.
Note: This script is only for use when the system has created a true data error. This script is not ...
Adding a Logo to Service Tickets in SedonaOffice
Description of Issue:
We’re not seeing the Company Logo when we print our Service Tickets.
Fixes:
While viewing a Ticket, click on the wrench icon at the upper left of the Ticket, then click on the Print option.
Once the Service Tic...
SedonaOffice Re-Opening Closed Service Ticket when there has been a System Caused Error
Issue: A ticket was allowed to be closed after the system allowed a Dispatch Time to be entered that was after the entered Departure time. Note: This script is only for use when the system has created a true data error. This script is not int...
Service Ticket Billing Options in SedonaOffice
There are four ways to bill service tickets. Traditionally you can simply navigate to the ticket’s billing tab, select the correct bill to on the customer’s account, and click Create Invoice. But you can also bill using Third Party Billing, Add to N...
How to Change Service Tickets to use Warehouse or Technician for Parts
The example below will show how to change between using a warehouse or technician for the parts.
Overview
The following steps can only be done with a user that has the permissions to change the field. If the field shown i...
Change Technician address for Maps in Service
Issue:
When Clicking the Map button, the address is not correct for the technician’s starting address. How can this be changed?
Resolution:
The address used is the address for the technician assi...
Adding Technicians to Display Group Service Calendar
To reach the Display Group option, open the Service Module.
Open the View tab if it is not already open.
Make sure to select a calendar view of some kind, whether it's Day, Week, or Month. This is how the Display group will appear.
...
How To Print Inspection Record Notes
When creating or updating an Inspection Record you can add Notes which can be printed on the Inspection Tickets.
You may enter up to 256 characters in this field.
Inspection Record
Open the Inspection Record on the C...
Removing Inactive Employees from Service Display Groups in SedonaOffice
Description of Issue:
A technician was removed as an Employee, Technician, User and deleted from Service application access but they are still showing on the Service Schedule.
They are also unmarked in the Display Groups.
Fixes:
Thi...
How to See Expenses on a Service Ticket in SedonaOffice
Description of Issue:
Customer needs to know where they would view the added expense item that was added to a bill when it is tied to a Service Ticket.
Customer may ask:
Could you please explain why I show a ticket attached to a ven...
Resolutions Notes on Service Invoices in SedonaOffice
Description of Issue:
We used to see the Resolution Notes for Service Tickets on our Invoices, but we don't anymore.
Support note: The Add Resolution Note to Invoice box is not a universal setting so each person creating invoices from Serv...
Resolution Notes on Service Ticket Invoices in SedonaOffice
Resolution Notes on Service Ticket Invoices in SedonaOffice
Users have two ways to print the service ticket resolution note on service ticket invoices in SedonaOffice.
Add the resolution note to the Invoice Memo field.
There is a chec...
SedonaOffice - I cannot invoice the ticket and the service level is correct. What do I do?
The service level on the customer’s account is correct, however, the service ticket will not auto-calculate the times without clicking on the override service level button.
If the customer is set up at a Time and Materials service call the serv...
SedonaOffice Service Queue Filters Resetting
This is an issue that effects users in the Hosted environment. When Sedona Office is accessed in the browser, there are some things that do not get saved when the browser window is closed without exiting the program first. If a user states that thei...
Warehouse vs Technician Mode in Sedona Scheduler
Warehouse vs Technician Mode in Sedona Scheduler
If a Tech tries to add a New Part to a Service Ticket and the only option is to select a Technician and not a Warehouse then “Technician” Mode is selected in the Sedona Scheduler.
If the Tec...
Ticket Queue Settings not sticking
When a user changes the fields on their ticket queue view (the fields it’s displaying, order, etc), those settings will not save for the next log-in if they exit the program by closing the window or letting their session time out. They need to go t...
Voiding Inspection Tickets
If there is an error on an inspection ticket, and you need to create a new one, close the current inspection ticket, and set the resolution code to ‘Void ’. When an inspection ticket is closed with this resolution code , the next inspectio...
How to Delete Documents from Jobs or Service Tickets
Sometimes documents that have been added to a service ticket or a job need to be removed. The steps in this document will go over how to do that.
Overview
Please follow the steps provided and if any issues arise, contact your T...
Access to Purchase Orders on Service Tickets
Follow this process if you want users to have access to the Purchase Orders tab in Service Tickets. At this time, certain users do not have the ability to see the Purchase Orders tab in Service Tickets.
When the users are in a Service Ticket,...
How to Setup Customer Specific Service Level Pricing
To set up service level pricing specific to certain customers, follow the process below.
The only way to achieve customer specific service level pricing is to create customer specific service levels and assign those to the customers they are ma...
When is a Service Ticket Billable
In Order to Bill a Service Ticket, the following must be True:
Service Ticket
The Resolution Code must be Billable.
The Service Level must be Billable.
The Warranty must be Expired.
Both the Service Level and Warranty can...
Creating a Service Ticket in SedonaOffice
Four Ways to Create a New Service Ticket in Sedona Office
Customer Account
From the Customer Account, click on the correct Site and click on the “+” next to Systems.
Right-click on “Service” under the correct System and s...
Ticket Queue Font Colors
The Font Color of a Ticket displayed in the Ticket Queue depends on the Priority of the Ticket.
Sedona Setup – Problem Codes
In the Problem Code Setup table, a default Priority is assigned to that Code. The default Priority auto-fills in...
Firm Appointments in SedonaOffice
A “Firm Appointment” is one that must be completed on the scheduled date and time and should not be changed.
A “Firm Appointment” is shown as Pink in the Scheduler.
Schedule Board
Marking an Appointm...
How to Copy and Paste a Tech Appointment
The Copy & Paste function is a huge time-saver if you need to create multiple appointments for a Ticket:
A different Technician on the same day
The same Technician on the same day in a different time-slot
The same Technician on a di...
How to Hide the Charges Messages on Service Tickets
When a Service Ticket is printed there is a Charge Message on the top right side.
This information is pulled from the Service Level for that Service Ticket.
Service Ticket Print Prev...
How To Mark an Appointment as “Firm”
A “Firm Appointment” is one that must be completed on the scheduled date and time and should not be changed.
Once an appointment has been marked as “Firm” , it may not be moved or modified within the Schedule Board unless the User removes the...
How To Remove the “Firm” Flag from an Appointment
Schedule Board
To Remove the “Firm” Flag from an Appointment go to the Schedule Board.
Click once on the “Firm” Appointment and then Right-click.
Select the “Firm Appointment” Option.
This will remove th...
How to Make Purchase Orders Required on Service Tickets
Sometimes a customer may require a Purchase Order on a Service Ticket. If so, you can set up the customer System so that a PO is required when creating a Service Ticket.
Customer System
Go to the Customer Account and Right-Click on ...
Sedona Schedule Appointment Colors
In the Sedona Scheduler under the “View” Tab select either “Day”, “Week”, or “Month” view.
The Appointments will vary in color depending on the status of the Tech(s) for that ticket.
Sedona Schedule
Blue: Tech D...
How to Add Techs to the Service Scheduler
Issue:
We’ve added new technicians to SedonaOffice but we cannot see them to select them for Service Tickets.
Resolution:
To add technicians to the Schedule Views in SedonaOffice’s Service Module:
Open the Service Module...
How To Allow Users To Edit Comments on Service Tickets
Issue:
Users in SedonaOffice are experiencing an issue with not being able to edit comments in Service Tickets. They are able to add the initial comments to the Service Tickets, but they cannot edit them.
Resolution:
This...
Viewing All Service Tickets
Issue:
We have a user in SedonaOffice who is not able to view all tickets. We know that the Service Tickets are there and others can see them but this specific user cannot.
Items checked:
Permissions
Filtering options
...
Where to Create Inspection Records
Inspection cases are generated in the service module, but the records for these inspections are created on the customer's account.
To create an inspection record pull up the customer, expand on a site to see the Inspections option, right click ...
4 Ways to Advance the Next Inspection Date
The Next Inspection At field controls when the Next Inspection date field updates. But it does not control what that date will be updated to.
For example, for a monthly inspection due June 1st, the next inspection date will be July 1st. N...
3 Ways to Bill Inspections
1. Inspection Item Charges – For use when inspection charges should be a specific agreed to amount. Enter that amount and the invoice item that should be used on the inspection record itself. This will be added to the ticket as a billable Other it...
What Inspection Reports Do and Do Not Do
What Inspection Reports do:
Allow you to save templates to inspection records
Automatically add those templates to tickets created for that inspection
Give technicians on the FSU the ability to see and download those templates so th...
How to Add Inspection Reports to an Inspection Record
To Add Inspection Templates navigate to the inspection record on the customer, and follow the steps below.
Open the Inspection record
Select the Reports tab
Click Manage…
Click New
Browse for your template document
Click...
Service Module Permissions Issue
Issue:
A user has noticed that their permissions for Service appear to be different that others. When they open the Service option tree, they multiple different options as well as each of those options opening separate windows instead of ope...
Service Module – User Display Groups
Customers will sometimes want to group their technicians in the Service module. The Service module has a feature to group with instructions below.
Click on icon 1, this will open the Display Group.
You can create a Display Group i...
Not Seeing the New Version of Service Scheduler
Issue:
Customer in seeing the service ticket queue menu selection but it does not open the current Sedona Scheduler application.
Resolution:
This will happen if the User is assigned to a User Group that ...
Adding Miscellaneous Appointments in Service Module
How can we add Miscellaneous appointments to the Techs calendar?
Open the Service Scheduler application.
Click the Misc. Appointments button in the Tool bar.
You should see a new tab at the top of the screen.
Clic...
Enable Ticket Groups in SedonaOffice for Service Tickets
Issue: When creating an inspection record the Ticket Group is not available for editing. Resolution: This is not available by default. The settings need to be enabled in the SedonaOffice company. The scripts below can be used to enable th...
How to Calculate O/T on Service Tickets
When a customer wants to know how overtime is calculated on a service ticket, the following steps can be used to help with calculating.
Steps to calculate:
Verify the Appointments Labor hours start and end times under Sedona Setup> Ser...
How to Add an Invoice to a Customer's Next Cycle Invoice from a Service Ticket
Sometimes customers want their service invoices to be billed to them with their recurring invoices. This article will go over the steps needed to add the charges from a service call to be added to that customer next cycle billing. The steps provide...
How to Reverse Billed-To Next Cycle Invoice from a Service Ticket
Sometimes customers want their service invoices to be billed to them with their recurring invoices. This article will go over the steps needed to reverse that if the invoice was either accidentally selected to be billed with the cycle invoicing or ...
Service Calendar Display Groups
Customers will sometimes want to group their technicians in the Service module. The Service module has a feature to group with instructions below.
Click on icon 1, this will open the Display Group.
You can create a Display Group in this...
How To Close a Service Ticket Without an Appointment
How do you close a service ticket that was not dispatch to a technician so there are no appointments on the ticket.
Resolution:
To close the ticket without an appointment, go to the Service Ticket tab on the ticket.
I...
How To Edit The Service Coordinator Field in Service Tickets When Ticket is Resolved
Use this process when you need to update the Service Coordinator field in Service Tickets but it is grayed out and cannot be edited.
Resolution:
This issue is due to the ticket being in the status of Resolved. In order to make t...
Customers Show Multiple Times in Service Search
Issue:
We are seeing some customers show up more than once in the search.
Resolution:
This will occur when the customer has more than one active system on their account.
In this example the customer 8107 has three diff...
How To Arrange Techs in Custom Order in Service Scheduler
When viewing Technician Schedules in the Sedona Scheduler you have the ability to place them in a Custom Order rather than alphabetically.
Sedona Scheduler
Open the Service Scheduler and click on the "View" Tab and select one of the Cale...
How to View the Journal Detail on a Service Ticket
Issue:
A user is viewing the Journal in a Service Ticket but the whole screen is blank. They know that there is information in the Journal but now they’re no longer seeing it.
Resolution:
In this case, the user was worki...
How to Find PO Miscellaneous GL Accounts for a Service Ticket
This document will go over how to find the list of approved GL Accounts for use on Service Ticket POs. Note that the list of available accounts can also be restricted by the vendor's settings. This document only covers the service settings.
Ove...
Resolving a Service Ticket
Many users resolve their tickets through the individual appointment window, but you can also use the Resolution field on the front of the ticket to do the same thing. Some users do not know this, so when the accounting period for the appointments ha...
Update Resolution Code on Closed Ticket (Internal)
Issue:
A Service Ticket was closed with the incorrect resolution code assigned. Can this be changed?
If this happens it is most likely due to the user editing that data, in which case we should not perform data repair. But in the event t...
Troubleshooting Tip: Service ticket - Resolution note won’t populate on invoice
This article will cover a troubleshooting tip about adding a resolution note to a service ticket.
Overview
There are two different spots in a service ticket where a section is made to add a Resolution note. The first selection is in th...
Service ticket - Billed in error to the next cycle
This article will cover the Close Ticket after Adding to Cycle button on a service ticket and how to fix an invoice generated in error from selecting this option.
Overview
The Close Ticket after adding to the Cycle is a permission that...
How to Add Miscellaneous Appointments to Multiple Techs at once
How do we add something like a lunch time to our techs? Doing it one at a time takes a long time because we have so many.
In Sedona Service module, go to View and select Misc Appointments
Select the Miscellaneous Appointm...
How To Restore the Dispatch Tab in Service Tickets
Question: Customer is missing the Dispatch tab in a Service Ticket and needs it. When going into Appointments and Labor, there should be a Dispatch tab available. Resolution: This is due to the ticket status being Resolved. It has eit...
Duplicate Service Tickets (Internal)
The script below is used to find any service ticket numbers that have duplicated ticket numbers select distinct d.Ticket_Number, Count(d.Ticket_Number) as "Number of Tickets with Same Ticket Number", d.Ticket_Status from AR_customer a, AR_cus...
How To Enable Ability to Select Include Closed in Issue Parts Window
Issue: User cannot select Include Closed in Issue Parts window. This also presents in other areas of SedonaOffice that use the function of tying an entry to a Service Ticket. Resolution: This is due to permissions. In SedonaSetup, go...
How To Enable the Tax Exempt Box
Issue: User unable to mark the Tax Exempt box. The box to mark items as Tax Exempt are all grayed out in Jobs and Service Tickets. Resolution: Being unable to mark the Exempt box in Service Tickets and Jobs is due to permission. In Sedo...
Orphaned Service Tickets (Internal)
Service Tickets that link to a non-existent customer, site, or system ID will throw errors. Use the script below to find these tickets. --Invalid Customers select distinct d.Ticket_Number , a.Customer_Number from AR_customer a, sv_servi...
Service Ticket by Status (Internal)
The script below can be used to find how many Service Tickets are set to each status select distinct d.Ticket_Status, count(d.ticket_status) as "Count of Tickets by Status" from AR_customer a, AR_customer_site b, ar_customer_system c, sv_serv...
Service Ticket Statuses
List of statuses from SV_Service_Ticket and what they mean: OP = Open CL = Closed DP = Departed GB = Go Back IP = In Progress RS = Resolved SC = Scheduled
Deleting Notes in Service Tickets
Service ticket notes can be deleted. A user must have permission to delete service ticket notes. The service ticket example below shows the notes tab with no delete button to delete service tickets notes. There are two steps to deleting a note in th...
How to Print a Closed Service Ticket
There are times when a customer will need or want a copy of a closed service ticket. The steps below will guide you on how to open and print a closed service ticket.
Overview
The steps below assume the user has the permissions to perf...
Cannot Create a Service Ticket – An Error Occurred Opening the Service Ticket Dialogue
Customer Account
From the Customer, right-click on the Site linked to the Service Ticket, and select Edit Site.
Reenter the information in each field (do not copy and paste) and reselect any drop-down menu items and use the Tab k...
How To Remove a Tech from Display Groups in the SedonaSchedule
When removing a Tech from the SedonaSchedule, the best way to do this so that you do not lose any history is by Inactivating the Employee Record instead of deleting them.
SedonaSetup
Go to SedonaSetup > Employees.
Select the Employ...
A GL Account is Not Available on the Expense Tab of a Purchase Order linked to a Service Ticket
When a PO is linked to a Service Ticket, then the Service Setup Defaults controls whether or not a GL Account is available on the Expense Tab.
Purchase Order
Create a New Purchase Order and select a Service Ticket.
Go to the Expens...
Adding a Critical Note as Warning Not To Service
Issue:
Users need to be prevented from adding Service Tickets to Service Hold customers.
Resolution:
Service Tickets are all or nothing in terms of access. Users can either add Service Tickets or not, regardless of the circums...
How To Correct the Service Ticket Parts Reconcile
Issue:
When closing a service ticket, the customer receives a message "Parts Do Not Reconcile". Looking at the Journal and Parts Reconcile, some amounts appear in red or appear to be incorrect.
Sometimes, for various reasons, the serv...
How To Add a Recurring Note to Inspection Tickets
Question:
Techs like having a list of tasks to perform on Inspection Tickets. How do we add a list to an inspection ticket?
Answer:
Notes can be added to an Inspection Ticket through Inspection Creation.
Go to Site > Syste...
Manually Email Invoice(s) without Resolution Notes
Sedona Office has a customer tool to manually email invoices. There is an option to email invoices without Resolution notes.
Here are some standard rules for Resolution notes:
Each Service ticket can only have one Resolution note.
...
Error Opening Service Ticket Dialog (Internal)
Issue:
When trying to open a Service Ticket, we receive the message that an error occurred opening the service ticket dialog.
What can cause this message?
Resolution:
We have seen a few problems that can cause th...
SedonaOffice Inspections
The PowerPoint of the 2017 SeodnaOffice Conference Inspections presentation can be found here .
Service Invoice Part Descriptions
If you overwrite the part descriptions on your service ticket, the new description will print on the customer invoice.
6.2.22 Problem Billing Service Tickets to Sub Account
157626 134699 Issue - There is a defect identified in some versions through to 6.2.0.22 of SedonaOffice which is uncommon, but under certain circumstances causes service ticket invoices to go to the wrong customer. Scenario - There are times whe...