Service Matrix Changes

v2021.1

We've updated the look and feel of the whole Builder area, and made some changes to help deal with he display of large volumes of data.

New 'Key' for showing status

The different statuses a Ticket or Case process can be in remain the same, but we've adjusted the way these are displayed. A key on the page explains the various icons and their meanings.

Updated label display

Customer, Contract & Service names are now displayed in a single cell of your service matrix to help save on screen space..

Create new data in one place

There's now a handy location where you can create new Customer, Contract and Service data, as well as new Cases and Tickets.

Creating Cases and Tickets from the Service Matrix

Click to add a Case or Ticket and then fill out the required information in the resulting popup.

A new column will then be added to the Service Matrix.

The new Case/Ticket will also be added to the Service Line:

Editing existing data

Clicking the '...' on an existing row will give you access to Edit any of the Customer, Contract & Service data - including deleting and adding new items.

Edit any of your Customer, Contract, Service data at one time.

Delete any of your data at one time.

Grouping of Tickets & Cases

By setting the 'group' against a Ticket template or a Case template (done in the Service Line section), data can be displayed in the Service Matrix in tabbed groups, allowing or easier switching between processes in different areas underneath a service

Filtering / Searching

You can add multiple Customers, Contracts and/or Services into your search filters.

Your applied filters will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.

Your applied Customer and Contract filters will be saved when you switch between Service Lines in the Service Matrix, but the Service filter will be removed.

Last selected Service Line remembered

The Service Matrix view in Builder remembers the last selected Service Line. Your last selected service line will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.