BASICS - Ticket - ServiceBoard - English

Manual: Ticket management in ServiceBoard

This manual describes how to work with the Service Board in Centron. It shows step by step how to create, process, and bill a ticket.

1. Overview ServiceBoard

• The ServiceBoard is the central workspace for tickets.

• All open tickets are displayed on the dashboard.

• Tickets are always customer-oriented and contain all relevant information for processing.

2. Create new ticket

1. Top right New click.

2. Select customer (e.g., ERP GmbH) and specify contact person.

3. Enter title → short headline for the ticket.

The ticket will show:

• Ticket number

• Title

• Customer & contact person

3. Ticket details

• Description: Record specific tasks or problems.

• Status: Standard open, alternatively in progress or under review.

• Priority: determines the due date (SLA reference).

• Due on: automatically calculated date according to priority.

• Ticket type & categorycategory is a required field (e.g., server maintenance).

• Person in charge: monitors ticket (dispatcher/team leader).

• Editor: carries out the work.

4. Forwarding & change of processor

• About Forward the ticket can be assigned to another agent or department.

• Selection is made via a dialog box with a mail template.

• Changes are saved automatically—no manual saving required.

• In addition, via Add editor multiple agents can be assigned to a ticket.

5. Record times

• Technicians can via Record time document his work:

  • Description of the activity (e.g., "Maintenance performed")

  • Duration (e.g., 1 hour)

  • Option: Time predictable or mark as unpredictable

• Times are entered in the tab Times stored and can be viewed at any time.

6. Communication & Notes

• Comment function: enables direct communication between dispatchers and technicians in the ticket.

• Comments are stored in a traceable manner in the ticket history.

7. Close ticket

• Tickets can be purchased via Lock be terminated:

  • Immediate completion or with completion dialog.

  • Status changes to done → Ticket is technically closed.

  • Important: Times are retained and can still be billed.

8. Settlement of ticket times

8.1 Open module

• Module Simplified ticket billing start via the module search.

• Display of all open times, sortable by customer.

8.2 billing steps

1. Select open time → Next.

2. Settings:

• Comment per time possible

• Close open tickets when settling accounts or leave them open

• Choice between Invoice or Delivery note

1. Check summary → Next.

2. Select shipping method (e.g., no shipping) → Start billing.

8.3 Result

• An invoice with the ticket heading and booked times will be created.

• Options: Save or Cancel when making corrections.

9. Summary

• Tickets in ServiceBoard are easy to create and customer-specific.

• Required fields: Title, Category, Status, Contact person.

• Processing can be controlled by status, priority, responsible person, and processor.

• Communication via comments, time tracking directly in the ticket.

• Billing is carried out in the ERP module "Simplified Ticket Billing."