BASICS - Ticket - ERP - English

Manual: Ticket management in the centron ERP system

This manual describes the ticket function in centron. It shows the complete process—from creation to billing—and explains the most important fields and functions.

1. Basics of ticket management

• Each ticket is always assigned to a customer.

• Tickets contain mandatory fields, status information, and options for time and cost recording.

• Responsibilities and assignees can be flexibly adjusted.

2. Create new ticket

1. In the Address database search for the desired customer (e.g., ERP GmbH).

2. About the area New → Create ticket create a new ticket.

3. Required fields in the ticket:

• Brief description: Ticket heading.

• Description: Detailed text with a more precise description of the problem.

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

• Priority: influences the field Due on (relevant for SLA agreements).

• Ticket manager: e.g., dispatcher or team leader.

• Editor: the actual technician.

• Contact person: is automatically pre-filled with the default contact.

After filling in all the details with Save secure.

3. Processing and forwarding

• Forward:

  • Only the person handling the case changes; the person responsible remains the same.

  • Options:

    • Replace editor

    • add additional users

  • Forwarding can be done with or without email notification.

4. Record times

• About Add time technicians can enter their activities:

  • Description the activity (e.g., server maintenance).

  • Duration in hours/minutes.

  • Predictable or unpredictable.

  • Option: Customer signature for the recorded time.

• Times can be saved or Save & Close be completed immediately.

• All recorded times appear in the tab Times.

5. Internal notes

• Area Internal memo is used for information that is not transmitted to the customer.

• Examples: complications, internal comments, reasons for delays.

• Helpful for transparency within the team without affecting customer communication.

6. Close ticket

• About Actions → Complete a ticket is issued as done marked.

• Times are retained and can still be billed.

7. Ticket billing

7.1 Open module

• Module Simplified ticket billing open via the module search.

• Display of all open ticket times, filterable by customer or criteria.

7.2 billing steps

1. Select desired ticket time → Next.

2. Set preferences:

• Comments per ticket time

• Automatically close or leave open tickets open

• Settlement as Invoice or Delivery note

Check summary → Start billing.

7.3 Check your bill

• Contains ticket number, brief description, and recorded times.

• Options:

  • Saveif everything is correct.

  • Cancelif corrections are necessary.

7.4 advantages

Multiple ticket times can be efficiently billed in a short period of time.

8. Summary

• Ticket creation is always customer-specific.

• Required fields: Short description, description, status, priority, responsible person, processor, contact person.

• Key features: Forwarding, time tracking, internal notes.

• Billing via simplified ticket billing: fast and clear.