Checklists module in c-entron.NET

(available from version 2.0.2104.x)

Checklists provide structured support for tasks and can be created in advance or from a ticket.

The checklists have now been completely revised and improved in c-entron.NET version 2.0.2104.x and higher!

The "Checklists" module can be found in c-entron.NET under Modules, Helpdesk.

In order to continue using your existing checklists, they must be converted in the c-entron Inspector. (NOTE: This can only be done by an administrator and can take up to 15 minutes for large quantities of checklists. The process must not be interrupted and c-entron must not be closed.)

Permissions – Settings

There are separate permissions for checklists. Here you can define which employee groups can create "checklist templates" and "edit templates" and which employee groups can only "edit checklists."

These rights can be found under Global Settings – Basic Sales Menu – Customers – Helpdesk – Checklists:

Required report

For these new checklists, the report "Service Report 21-4-SP-VL" required, which you can download from the report portal and then save.

NOTE: The report "Service Report 21-4-SP-VL" can only display 3 levels.
Here is an example of how it works:
Level 1 is printed
Sublevel 1.1 is printed
Sublevel 1.1.1 is printed
Sublevel 1.1.1.1 is no longer printed

The settings for the new V3 versions have already been configured.

How do you create a checklist?

You can create checklists in c-entron.NET in the "Checklists" module under "Helpdesk" if you have been assigned the necessary rights ("Create checklist templates").

Create categories/subcategories

You can create different categories and subcategories for the various checklists here by clicking the [New Category] button and then [New Subcategory] to sort the checklists.

In the "Create category" window, you can now enter the name, a description, and an image for the category:

These can also be deleted again using the [Delete category] button.

If checklists are included here, a message will appear stating that they will also be removed when the category is deleted.

Create checklists

To create a new checklist, select the category/subcategory in which you want to create the checklist and then click the [New Checklist] button.

To do this, click on [New Checklist] and enter the following under the "Checklist Properties" tab:

Checklists Name
Category (pre-filled with the selected category and changeable via the drop-down menu with the categories already created),
activate "Ticket closure possible despite incomplete checklist"
Description (also in RTF text format, with hyperlink and the option to insert images here)

It is no longer possible to nest checklists.

(This means that with the new checklists, it is no longer possible to expand/fill them with checks from an existing checklist.)

Create checks and subchecks

In the "Checks" tab, the new checklist can be filled with checks using the [Add check] button (1) and sub-checks using the [Add sub-check] button (2).

The checks can be created at the same level or one level lower; the order of the checks can be changed later. (3)

The checks are sorted, but the order can be adjusted using the arrow buttons (3). A description and estimated duration can be added to the checks/sub-checks. This time serves as a guideline for employees as to how long the check should take.

NOTE: The report "Service Report 21-4-SP-VL" can only display 3 levels.
Here is an example of how it works:
Level 1 is printed
Sublevel 1.1 is printed
Sublevel 1.1.1 is printed
Sublevel 1.1.1.1 is no longer printed

The settings for the new V3 versions have already been configured.

NEW: In the new checklists, it is now possible to assign a specific employee to be responsible for processing the check. These checks can then only be processed by this employee. For other employees, this check is then "grayed out."

If the entries have not yet been saved, you will see this indicated by the save icon behind the respective category or checklist.

Customer selection

A distinction is made between global and customer-specific checklists.

Therefore, you have the option here to choose whether the checklist should apply to all customers or only to certain ones.

all customers -> The checklist is available to all customers
only selected customers -> the checklist is only available to selected customers

When selecting "only selected customers," you now have two options again:

Engage customers dynamically with advanced search

Here, under "Advanced Search" (1), you can now select the customers from your saved searches. This must now be saved (2) – only then will the [Update customer list now] button become active (3).
After clicking the [Update customer list now] button, the following message appears: "The template is now assigned to the appropriate customer. The list is now updated hourly by the web service." (4) And the customers are listed for you (5).

Here, too, you still have the option of adding customers to the list individually using the [Add customer] button, excluding them using the [Exclude customer] button, or removing them from the list using the [Remove selected entry] button (6).

NOTE: A "removed entry" is actively added again by the hourly "search" via the web service – if this is not desired, you should exclude the customer.
Add or exclude individual customers

Using the [Add customer] button (1), you can search for and add individual customers (2), and using the [Exclude customer] button (which is then marked with a red X) (3), you can remove a selected customer from the list using the [Remove selected entry] button (4). This must now be saved.

Checklists in tickets and reports

The checklists can be added to the ticket (in c-entron.NET, Service Board, and Service Board Online—not in the Outlook add-in) using the [Add checklist] button (1) and can be edited and completed by the designated employee (processor) (2). If no processor is specified, any employee can edit the check and record its status.

Here, you can choose between the following predefined statuses:

Open
Paused
Done
Follow-up question
Customer refuses
Employee sick
Not applicable
Not feasible

NOTE: The "status" of the checklists cannot be defined, as these are specified by c-entron.

If a check has sub-checks, the status cannot be changed (grayed out). This can only be done automatically if all subordinate checks no longer have the status "Open"—it does not matter what status they have, as any status other than "Open" is considered "Processed."

If a check cannot be performed, or if other information about the check needs to be noted, an "internal note" can be entered for this check.

Alternatively, an ad hoc checklist (3) can also be created for the ticket. The ad hoc checklist only applies to this one ticket and is not saved in the templates.

(From release v2.0.2211.x)

In the ticket, you can now right-click in the context menu to select "Insert checklist as text" for the description and internal note. Here you can choose to replace the description or append the text of the checklist to the description.

Service report "Service report 21-4-SP-VL

The checklist is displayed by default in the service report "Service Report 21-4-SP-VL," which you can download free of charge from c-entron.NET via Report Management -> Portal Report Download.

NOTE: The report "Service Report 21-4-SP-VL" can only display 3 levels.
Here is an example of how it works:
Level 1 is printed
Sublevel 1.1 is printed
Sublevel 1.1.1 is printed
Sublevel 1.1.1.1 is no longer printed

The settings for the new V3 versions have already been configured.

If you do not want to attach the checklists, set the "SelectChecklists" switch to "Off."

With the "bool PrintChecklistOnly" switch, you can set the service report to print only the checklist.