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,...

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...

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...

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...

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 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...

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...

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...

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 ...

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 ...

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...

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 ...

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...

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...

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...

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...