If a ticket has been generated in error, you have the option to Void out the ticket in ServQuest. It is best practice to utilize the No Delivery feature to indicate why the ticket needed to be voided out.
Tickets Smart Search
Navigate to the Tickets Smart Search and locate the ticket you wish to void. You should then highlight the ticket and click on the Complete button at the top of the screen.
IMPORTANT: Do not double click to open the ticket as this will open the Amend Ticket form and not the Complete Work Ticket Form.
By clicking Complete, this opens the Complete Work Ticket Form. You should click on the No Delivery button and then select a N/D Reason. This will be helpful for tracking voided tickets in the future.
NOTE: Delivery Method only is Best Practice.
- This marks ticket as complete and creates a $0 invoice with no line items
- THE No Delivery reason is visible in BOTH tickets/invoices Smart Grid, and creates an audit trail of No Delivery tickets with the reasoning
NOTE: If No Delivery Reasons are not set up in your system, you will need to create these first before moving to Void any tickets.
Once a reason code is selected, you can then proceed to Void the Ticket.
By clicking Void, you will be prompted to confirm you are sure you’d like to void the ticket. Once you click okay, you will receive another prompt to confirm the ticket has been voided. After you click okay, the form will clear, and you may close it.
Note: Void is okay to be used, but keep in mind:
- If ticket is voided the status will remain "OPEN" and an invoice will NOT be created
- Void flag can be used to filter in tickets grid only (will not contain reason as to why it was voided)
Schedules Smart Search
Navigate to the Schedules Smart Search and locate the customer schedule with the ticket you wish to void. You can then click on the Tickets button at the top of the screen.
This will open the Open Tickets / Invoices form in ServQuest for that specific customer schedule.
You can then highlight the ticket you wish to void and click on the Complete button at the top.
By clicking Complete, this opens the Complete Work Ticket Form. You should click on the No Delivery button and then select a N/D Reason. This will be helpful for tracking voided tickets in the future.
NOTE: Delivery Method only is Best Practice.
- This marks ticket as complete and creates a $0 invoice with no line items
- THE No Delivery reason is visible in BOTH tickets/invoices Smart Grid, and creates an audit trail of No Delivery tickets with the reasoning
NOTE: If No Delivery Reasons are not set up in your system, you will need to create these first before moving to Void any tickets.
Once a reason code is selected, you can then proceed to Void the Ticket.
By clicking Void, you will be prompted to confirm you are sure you’d like to void the ticket. Once you click okay, you will receive another prompt to confirm the ticket has been voided. After you click okay, the form will clear, and you may close it.
Note: Void is okay to be used, but keep in mind:
- If ticket is voided the status will remain "OPEN" and an invoice will NOT be created
- Void flag can be used to filter in tickets grid only (will not contain reason as to why it was voided)
You can then return to the Open Tickets / Invoices and see the ticket is now Voided. This ticket will remain with a status of open in ServQuest.
