Administration

Customising Application for Client Specific Processes

Administration's main job is to design and create company specific processes, colour schemes, product groups, products etc.

Administration's other job is to audit and monitor activities on the system, delete old and unwanted records and ensure that users are able to use the application as desired.

Creating Company Specific Features

Priority List (with Colour Scheme)
Business Processes
Processes
Workflows
Enabling Record Types
Enabling Countries and Currencies
Setting Export Fields

Importing Data from Excel

Import Users
Import Tickets

Auditing System and Deleting Records

Users Login Log
Live Chat Log
User Message Log

Priority

You can create multiple priority sets which can be assigned to "Business Processes" (like customer complaint). The set can have options like "Normal, High, critical" for customer complaints and "Cold, Warm, Hot" for sales enquiries and "Normal, Urgent, Very Urgent" for purchase orders.

Priority Set: This is used to group items in a set. Use a number like (1,2,3)
Index: This is used to sort items in the dropdown for selection. Use a number like (1,2,3)
Priority: For example "Normal, High, critical", "Cold, Warm, Hot", "Normal, Urgent, Very Urgent"

Note

Always use meaningful names for better understanding.

Card color: The color you chosse will be used in identifying the card in KANBAN or highlighting priority n the list. Colour Platte contain all types of color you can choose according to your convenience and ease of use.

Note

Using colours based on traffic signal is best to identify importance and criticality of a task.

Business Processes

The system allows you to design a business process of your choice and design its workflow.

As a first step, we decide business processes. These business processes could be, for example:

Customer Complaint
Customer Enquiry
Supplier Registration
Purchase and Payment
Project Management
Internal Communication (within a department or across multiple departments)
Employee Leave Request

Above are just examples to understand the versatility of the application. This application can be used for any type of service or workflow management.

The Business Process is defined using following parameters:

Approval Y/N:

The system provides an option to configure whether a task or ticket created under any business process requires approval. If the approval setting is enabled (set to Yes), then whenever a ticket or task is generated, it must be approved by a user who has the specific “Permission to Approve Tickets.” This ensures that critical processes such as Customer Complaints and Customer Enquiries go through proper validation before further action is taken.

When approval is required, the system allows additional features during the approval stage. If the options **“Allow Accounts”** and **“Allow Records”** are also set to True, the approver can attach relevant account information and supporting records during the approval process. During approval, the task will be assigned to the first process in its workflow, assigned to a process team (or user team) and a member of that team.

On the other hand, if the Approval property is set to No (False), then the approval gets integrated within the task creation and task creator will do the actions described in "Approval" above.

This mode is especially suitable for business processes such as Internal Communication, where the task creator assigns the task.

Gantt Chart

This will allow creating a Gannt Chart for the task or Ticket under this business process.

KANBAN Chart

The KANBAN chart serves as a basic visual control tool for managing tasks within any business process. This should be enabled for all business processes, as it primary communication and visual control.

The system does allow the option to disable the KANBAN chart in rare situations—primarily when a user prefers to use only the Gantt chart for visualizing timelines. However, disabling the KANBAN chart comes with significant limitations. If the KANBAN chart is not selected (disabled), the system will not support the assignment of tasks to teams or individual team members. As a result, essential features such as task tracking, internal communication, and follow-ups will also not be available.

Additionally, any task created under a business process that does not have the KANBAN chart enabled will not appear on the KANBAN board, which may lead to poor visibility and coordination among users and teams.

Allow Product Groups

Enabling product group will add product group selection while creating task (or ticket) for the business process.

The system handles product selection differently for Customer Complaints and Customer Enquiries based on the nature of the interaction.

When a customer is lodging a complaint, the process requires the customer to first select a Product Group, such as Washing Machine, Refrigerator, or Microwave. After selecting the product group, the customer can then choose the specific product model they are complaining about. This step is essential because it ensures the complaint is linked to an exact product, which helps service teams resolve the issue faster and with greater accuracy.

However, in the case of a Customer Enquiry, the selection of a Product Group is not mandatory. This is because a customer may be enquiring about multiple products at once, such as a combination of kitchen appliances or a full home solution. Forcing a product group selection in this context would unnecessarily limit the customer's ability to express interest across different categories, and might cause inconvenience.

Therefore, while Product Group selection can be added for Customer Complaints, it is not for Customer Enquiries, allowing more flexibility in the enquiry process and enabling the customer to browse or enquire about multiple products without restrictions.

Allow Products

For a customer to make a complaint he should first select product group and then a product.

For a customer to make an enquiry, he should be able to select multiple products without selecting a product group.

Allow Accounts

When releasing purchase order, it will be released to a company or an “Account”.

Similarly for a customer enquiry, an Account can be assigned while approving enquiry, if account already exists or during follow-up when account is created.

Allow Records

The Records (quotation, invoices, purchase orders etc.) feature allows users to attach important business documents such as Purchase Orders, Quotations, Invoices, Credit Notes, Debit Notes, and similar documents to a ticket or task within that business process.

This option should typically be enabled for business processes like Customer Enquiries, or any other workflow where referencing or attaching such records is necessary. Attaching these records helps in maintaining complete context and ensures all relevant information is easily accessible during communication, approvals, or decision-making.

When records are attached, users with appropriate permissions will be able to view these documents directly from the ticket or task. The system displays them in a print preview format, which uses the default print layout that was configured during the Customization stage of the setup.

Without Login

If this option is set to true (enabled), this business process tickets can be added without login by anonymous visitors. Though a link in this respect has to be provided on login page for the same. This is suitable when company wants to allow site visitors to raise a ticket or enquiry even without logging in. This is especially useful when a customer is visiting your website or landing page and wants to ask something or report an issue quickly, without the need to create an account or log in.

For example, in the Customer Enquiry process, a customer may want to ask about the price, availability, or features of a product. They can simply fill out the enquiry form, select the product (if needed), and submit it — all without logging in.

Priority set

Here you assign the priority set (created earlier) to the business process so that it uses the appropriate priority terminology in assigning criticality of the task / ticket.

Disabled

Application comes with some predefined business processes. If you do not want to use them, just disable them instead of deleting them.

It is possible to have no business processes during installation. You can easily rename a business process and change its configuration.

Tip

The Edit option allows users to change or update all details of a business process, including its name, approval setting, KANBAN/Gantt view, priority, team assignment, product group settings, and access permissions. It helps keep the process up to date without deleting or starting over. Only users with edit permission can make these changes.

Caution

Delete the Business Process if required. Delete will work only if no record exists for this business process. That means, no workflow, no ticket.

Setting Properties and Permissions for Business Processes:

Custom Fields

In every business process, you need some specific data to process the ticket or task. Application allows you to add extra fields called custom fields. These fields help you collect more information from the customer or user.

You can add three types of fields: Text, Dropdown (select from list), label (To add some instructions) and Image (to display something to help user for data entry)

For example, in a Customer Enquiry form, you may want the customer to:

Select a Colour → You can add a dropdown with colour options (like Red, Blue, Black).
Enter Quantity → You can add a text box where they type something like "2 pieces" or "5 kg".

You can add as many custom fields as you need to make sure you collect the right information for that process.

Later, when you create Product Groups (like Washing Machines, Refrigerators), you can also add custom fields for each product group.

Similarly, you can add custom fields for each process of the workflow.

That’s why it’s important to plan:

What fields should be added at the Business Process level

(for example, Customer Enquiry or Complaint).

What fields should be added at the Product Group level

(for example, features specific to Refrigerators only).

For example, a field like "Colour" might make more sense at the Product Group level, because different products have different colour options.

But if the product code already includes the colour, then you might not need a separate field for colour at all.

Custom fields are used to capture detailed and useful information, so your team can understand customer needs better, handle tickets properly, and give the right response or service.

User Teams Permissions

This option lets you control which user teams or groups can access each business process. After you finish creating your business processes, you will later create different user teams (like Marketing Team, Sales Team, Support Team, etc.). Once those teams are created, you can come back to this setting to allow or restrict access to each process for each team.

For example, if you have a business process meant only for internal communication between marketing teams, then you can use this option to give access only to the Marketing Team. Other teams won’t see or use this process.

Some processes, like Customer Complaint, should only be used by customers. And Supplier Registration should only be used by suppliers. These types of access are not managed through team permissions, but through the next option called “User Type Permissions.”

So, avoid giving access to sensitive processes (like complaints or supplier registrations) to internal teams unless really needed. Use this option to carefully control who can use what, so each team only sees the processes relevant to them.

Basic Permission

This will allow creating a ticket and add follow-up to tickets.

Approve Permission

This setting allows a user to approve tickets, but only if the business process has “Approval” set to Yes. If the process does not require approval, this permission is ignored.

When a business process requires approval, users with this permission can review and approve the ticket. Once approved, the system will follow the defined workflow, starting with the first step, where the task is assigned to a user team and a specific user.

If the business process does not require approval, then the ticket is automatically considered approved by the user who created it, and no further approval is needed.

To use this approval permission properly, the user must also be a member of at least one team assigned in the first step of the workflow. This ensures the task can be assigned smoothly to the right team and person after approval.

This feature is useful for processes like Customer Complaint or Purchase Requests, where manager or admin approval is required before starting the actual task.

Assignment Permission

Process Assignment means moving a ticket or task to the next step in the workflow and also assigning it to the right team and user who will handle it.

In some cases, like continuous production, the person handling the current step will directly send the task or material to the next process. This is common in situations where all teams are part of the same company or department, and the workflow is well known. Usually, there’s only one team involved, and the process flows smoothly because everyone knows their role.

In other situations, like interior design projects or construction work, some processes are outsourced to external teams. Here, the Project Manager or someone from their team will decide who should handle the next step. They will assign the task to the appropriate team and person for the next process in the workflow.

This feature ensures that every task is passed forward properly, to the right people, at the right time, so that the entire process continues without delay.

Analysis Permission

This permission will allow you to export and analyse business process data.

User Type Permissions

This option allows you to set permissions based on user types, such as Customers, Suppliers, or Employees. It helps control who can use which business processes. The option is same as User Teams Permissions (refer above) for details.

For example, the Customer Complaint process should be available to all customers, so you can allow access to the Customer user type. And hence you will not be required to assign permission to each and every customer individually.

Similarly, the Supplier Registration process should be available to all suppliers, so you can enable it for the Supplier user type.

However, giving access to these processes (like customer complaints or supplier registration) to all employees or internal teams is not recommended. Instead, for employees or specific departments, use the User Team Permissions option explained earlier to limit access only to relevant teams.

This setting ensures that each process is only visible and usable by the correct type of user, keeping your system clean, secure, and relevant to each user’s role.

We will discuss permissions to set to specific users later while we create users.

Processes

Before creating a workflow, you need to define the basic processes that make up your operations or workflow. These processes are used later to build the workflow.

Examples of processes include:

Sales
Planning
Purchase
Service
Quality Check

For each process, you need to set:

Process Code : a short identifier for the process
Process Name : the full name (like "Quality Assurance")
Sequence : a number that decides the order in which processes appear in dropdowns during workflow setup (this does not control the actual workflow order, it's just for easier selection)

Once you define a process, you can add more details using the following three options:

Activities – Tasks or actions to be done under the process
User Teams – Teams responsible for handling this process
Custom Fields – Any extra information you want to collect during this process (like machine number, inspection type, etc.)

By setting up these processes, you make it easy to create workflows later, where tasks move step-by-step across different departments or roles in your organization.

Activities

Activities (also called sub-processes) are the specific tasks or steps that happen within a process. These can be defined without any sequence, as the order is not required at this stage.

Defining activities helps to standardize the work under each process and avoids manual typing errors when assigning tasks to users or teams. For example, under the Sales process, you might add activities like Lead Follow-up, Quotation Preparation, or Order Confirmation.

You can define one or more activities for each process. It is mandatory to define at least one activity per process for the application to work properly. Without activities, the system cannot assign tasks correctly during workflow execution.

By clearly setting activities, your team will have a consistent way to track, assign, and complete tasks within each process.

User Teams

For every process you create, you can assign one or more user teams responsible for handling the tasks in that process. A user team is a group of people who will perform the activities under that specific process.

It is required to define at least one team for each process. Without assigning a team, the application will not be able to assign tasks, and the workflow will not function correctly.

Custom Fields

Custom fields under a process work the same way as custom fields for a business process. They allow you to collect specific information related to that particular process.

You can add fields like dropdowns, checkboxes, or text boxes based on what details are needed during the task. For example, in the Quality Check process, you might add fields like Inspection Date, Batch Number, or Pass/Fail Status.

Workflow

Earlier, we created Business Processes. Now, we will define Workflows for those processes. A workflow is a step-by-step path that a task or service follows from start to finish.

Each business process can have multiple workflows depending on the type of work. For example, for the "Customer Complaint" process:

For simple issues like late delivery, the workflow may include just logging the complaint and resolving it by the support team.
For more serious issues like product malfunction, the workflow may include technical inspection, replacement approval, and logistics coordination.

If you're creating an internal workflow—like for leave requests—the workflow might just have a few steps like Submit Request, Manager Approval, and HR Confirmation.

Different services can also follow different workflows. For example:

A simple online product enquiry may have steps like Collect Enquiry, Send Quotation, and Close Enquiry.
A full product sales cycle may include Lead Generation, Demo Scheduling, Order Placement, Delivery, and After-Sales Support.
In some cases, the workflow may be focused only on coordination, such as managing a marketing campaign with steps like Content Creation, Design Approval, and Campaign Launch.

The Success Stage option is used to mark the final or successful completion step of a workflow.

Helps track which tickets or tasks are completed successfully.
Useful for generating graphs and reports based on workflow performance.
Helps in analysing ticket success rate, delays, and team effectiveness.

Once set, this stage will be reflected in charts, dashboards, and analysis reports, giving insights into how many tasks reached completion and how efficiently they were handled.

You can design workflows to suit any type of work scenario, whether it's customer-facing, internal operations, or project-based work. This makes your system powerful and adaptable to your exact business needs.

Process Sequence

Following table explains options that define a workflow.

Sequence

The sequence should be 1, 2, 3 etc.

Process Name

Select the process from the dropdown. These processes are created by us in previous step.

Lead Time

Lead time defined here is just proportionate in terms of number of days or hours.

Final lead time will be defined when we create Gantt chart.

Previous Process

Select the previous process. For the first process and all the processes that start independently, it will be empty.

This is used only during assigning task to next process and preparation of KANBAN.

Process flow is shown based on selection of previous process.

Dependency

Dependency is used in preparation of Gantt Chart.

The dependency can define any complex scenario and interdependency of processes mainly required in management of projects.

Note following points in defining dependency:

Define Process Dependency as 1FS (meaning process will start after finishing process 1)

FS = Finish-to-Start, SS = Start-to-Start, SF = Start-to-Finish, FF = Finish-to-Finish

Define multiple dependencies as 1FS, 2FS (meaning process will start after finishing process 1 and 2 both)

Defining 1FS, 2SS will mean process will start after finishing process 1 and after starting 2

Ensure that there is no cyclic redundancy for example, if you are defining process “3” dependency as “2FS”, the dependency for process “2” should not be “3SS” or “3FS” etc.

Important

The flowchart and Gannt Chart tabs simply provides visual few of your settings earlier. Here there is no data entry. Just the visual presentation.

Records Types

The application currently supports the following types of documents:

Local Sales Invoice
Export Invoice (With or Without Duty Payment)
Quotation
Purchase Order

If your organization holds a valid Invoice Management license, you can enable these document types from this section. Once enabled, they will be available for use throughout the application during record creation.

Countries and Currencies

The system includes a predefined list of 156 countries, each with its official currency, along with 2-digit and 3-digit country codes. You can choose to enable only the countries you need, depending on your business requirements.

By enabling selected countries, the dropdown menus used for selecting country and currency will only show those enabled countries. This helps in keeping the selection lists clean, relevant, and easier to use. Please note that enabling or disabling countries in this list does not affect any other part of the application.

Additionally, the list of states for all countries is already defined in the system. However, if needed, you can edit or update the state list using the dropdown menu button provided.

There is an option to specify States or Provinces under the country and currency list:

Each state is displayed in a list with the following information:

State Code (e.g., AW) – Indicates which country the state belongs to.
State Code Number (e.g., 01, 02) – Unique identifier for the state.
State Name (e.g., Oranjestad, Restolend) – Name of the state.
Special Status (optional) – Information like "Capital", etc.

These codes and number are predefined as per relevant ISO standard. When changing it is desired that you follow international standard.

Set Export Fields

This application’s Invoice Management supports export documentation, allowing you to select only the fields needed for export. You can enable specific fields and assign export titles that match the field names required by the target software. During export, only the selected fields are included, using the defined titles as headers. This ensures compatibility and simplifies data import into other systems.

Bulk Users Import

This option allows you to import multiple users in bulk from an Excel sheet. The Excel file must follow the predefined format provided by the system to ensure proper data mapping. Each row should contain valid user details as required. While importing, make sure that the password for each user meets the security criteria: it must be more than 6 characters long and must include a capital letter, a small letter, a special character, and a number. You can also choose to set a common password for all users if desired. Use the "Excel Assign" option to upload your file, and then click "Import Users" to proceed. Additionally, you have options to register login IDs and create user accounts in bulk using the provided tools. This feature simplifies the user onboarding process, especially when managing a large number of users at once.

You can download excel file template from the page and fill the data. The template should not be changed. Here is code list for user types: User Types list last column of excel sheet.

CM_AG AGENT CM_CU CUSTOMER CM_DE DEALER CM_DT DISTRIBUTOR CM_EC E-COMM CM_EM EMPLOYEE CM_MY MY COMPANY CM_RF REFERER CM_SU SUPPLIER

Bulk Ticket import

The Bulk Ticket Import feature allows users to create multiple tickets at once using an Excel file. This is particularly useful when you have several similar issues to log—such as customer complaints for a specific product group or business process.

Before importing tickets, you must select the appropriate configuration for the tickets being raised:

Business Process: Choose from available options (e.g., Customer Complaint)
Product Group: Choose the relevant product group, such as Commercial Solar.
You can define a single subject line for all tickets in the import. For example: Subject: Customer Complaint – Commercial Solar

This ensures that all tickets being imported are categorized and processed correctly within the system.

The next step involves preparing the Excel file using the specified format provided by the system. After the Excel file is ready, the user can click on “Excel Assign” to upload it, and then proceed to click on “Import Tickets” to complete the import process. All tickets created through this method will share the selected Business Process, Product Group, and Subject. It is important to ensure that the Excel file is properly formatted to avoid errors during the import.

Here you see the login details, export it to excel, delete old records. This will help in analysing any security issue.

Live Chat Log

Live chats record helps us in analysis how our customer care agents are responding. Our Ai can help you analyse this data and suggest training modules for chat agents.

Users Message Log

The message sender and receiver both can delete a message, but the message still remains in the system. Administrator can delete them in bulk to freeup database space.