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OneHash Support

OneHash Support helps businesses manage tickets, SLAs, and maintenance with ease—boost customer satisfaction using our all-in-one, user-friendly help desk solution.
By Frappe Content licensed CC-BY-SA 3.0
• 6 articles

Create a Service Level Agreement

Service Level Agreement A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user on the level of service expected from the service provider. SLAs are output-based, their purpose is specifically to define the timeline in which the Customer will receive the service. SLAs do not define how the service itself is provided or delivered. To access the Service Level Agreement list, go to: ++Home > Support > Support Settings > Service Level Agreement++ | 1.Prerequisites - Holiday List - Enable Track Service Level Agreement in Support Settings | 2. How to Create a Service Level Agreement 1. Go to the Service Level Agreement list, click on New. 2. Enter a name for the Service Level. 3. Select an Employee group, that will handle a particular Service Level. 4. Set a Holiday List. Service Level Agreement won't be applied in the days mentioned in the Holiday List. 5. 'Enable' determines if a Service Level Agreement is enabled or disabled. 6. Ticking 'Default Service Level Agreement' will apply this SLA to a customer if they don't have a particular SLA assigned to them. 7. Entity Type: Service Level Agreements can be assigned to a Customer/Customer Group/Territory enabling you to apply Service Level Agreement based on these factors. 8. Entity: Select the specific Customer/Customer Group/Territory. 9. Start / End Date: Defines the validity of the agreement. 10. Priorities: You can set multiple Issue Priorities and their Time to Respond and Resolve (in hours and mins). 11. Default Priority: Default Priority selected in Priorities table that will be applied in the Service Level Agreement. 12. Support Hours: Contains the Days of the week on which Support is provided. Has a Start Time and End Time of the Working day. 13. Save. | 3. Features 3.1 Applies to New Issues Once an SLA is saved, it'll be applied to Issues raised by Customers/Territories as per the option you chose in Entity Type: 3.2 Resetting an SLA An SLA can also be reset until the time does not fail. For example, if the SLA is 3 days, you can reset the SLA only within 3 days of the Issue being created. After that, the Service Level will display failed. 3.3 Time respond / resolve in Issues The time to respond to an Issue and the time to resolve will be shown: These times are based on the timelines set in the 'Priority' field in the Service Level's Priorities table. 3.4 Pause SLA on Statuses From version 13 onwards, ERPNext allows you to pause SLA on issues when you are waiting for an event to happen. You can do this by selecting a status that is configured in this "Pause SLA On" table. - Set the statuses on which you want to pause SLA in the SLA document. You can also add custom statuses here. - When the status is changed to any of the above, resolution and response fields are unset and the dashboard indicators change to: - When the status of the issue changes back to a non-hold status (which is not configured in the "Pause SLA On" table), the Total Hold time field will be set in your Issue document. The Response and Resolution time will be recalculated by adding the hold time, thereby restarting your SLA timers. ||| Note:Service Level DocType was removed in version 13 and all functions are handled only with the Service Level Agreement DocType

By Frappe Content licensed CC-BY-SA 3.0
• Last updated on Jun 18, 2025

Create a Maintenance Schedule

Maintenance Schedule The Maintenance Schedule shows all upcoming Maintenance Visits. All machines require regular maintenance, especially those that contain a lot of moving parts, so if you are in the business of maintaining those or have some of them in your own premises, this is a useful tool to plan a calendar of activities for its maintenance. To create a new Maintenance Schedule go to: ++Home > Support > Maintenance > Maintenance Schedule++ A Maintenance Schedule is usually created from a Sales Order of type 'Maintenance'. | 1. Prerequisites - Customer - Item | 2. How to Create a Maintenance Schedule 1. Go to the Maintenance Schedule, click on New. 2. Select the Customer and the Items for which maintenance needs to be done. 3. Set the start and end dates. 4. Select a Periodicity to set how frequently the visits will happen. The options are "Weekly", "Monthly", "Quarterly", "Half Yearly", "Yearly" and "Random". Maintenance Schedule will get generated based on selected Periodicity. Selecting Random will generate random dates 5. The Number of Visits will be set as per the Periodicity selected. Eg: If you selected Weekly and set the whole month between the start and dates, 4 visits are ideal. 6. Select the Sales Person performing the visits. 7. Save. 8. After saving, click on the Generate Schedule button to generate a Maintenance Schedule. 9. Submit. The Generate Schedule button will generate a separate row for each maintenance activity. Each Item in a Maintenance Schedule is allocated to a Sales Person. When the document is Submitted Calendar events are created for the Sales Person User for each maintenance. | 3. Related Topics 1. Serial Number Creation 2. How to create a warranty claim? 3. How to create a Maintenance Visit? 4. Sales Order: Prerequisites, Creation and Features

By Frappe Content licensed CC-BY-SA 3.0
• Last updated on Jun 18, 2025

How to create a warranty claim?

Warranty Claim A Warranty Claim is when a Customer claims free repairs within the Warranty Period of the item/service you're providing. If you are selling Items under warranty or if you have sold and extended service contract like the Annual Maintenance Contract (AMC), your Customer may contact you about an issue or a break-down of the product and provide you the Serial No of this Item. To access the Warranty Claim list, go to: ++Home > Support > Warranty > Warranty Claim++ | 1. Prerequisites Before creating and using Warranty Claim, it is advised that you create the following first: - Customer - Serial Number - Item | 2. How to Create Warranty Claim 1. Go to the Warranty Claim list, click on New. 2. Select a Customer. 3. Select the Serial Number of the Item on which Warranty Claim is to be recorded. The system will then automatically fetch the Serial No's details and indicate whether this is under warranty or AMC. 4. Enter a description of the Issue. User can upload and image and create a table. 5. Save. Additional Options when Creating a Warranty Claim - Status: While creating a Warranty Claim, the status will be set as "Open". User can change the status to: - Work In Progress: Fix/repairs are being done on the Item. - Closed: The repairs have been done and the Warranty Claim is now closed. - Cancelled: The Warranty Claim was invalid and the claim was closed. - Issue Date: While creating the Warranty Claim, the current date will be captured. This field is editable. | 3 Features 3.1 Item and Warranty Details: Once a Serial Number is selected, the following details about the Item will be fetched: - Item Code - Item Name - Item Description The details about Warranty/AMC will be fetched according to the Serial Number. - Warranty / AMC Status: The possible options are "Under Warranty", "Out of Warranty", "Under AMC", or "Out of AMC". The status can be changed to Out of Warranty/AMC if the Item has been tampered with or Warranty is void depending on your terms of service. - Warranty Expiry Date - AMC Expiry date 3.2 Resolution - Resolution Date: When the warranty or AMC is Closed, current date and time will be fetched in resolution Date field automatically. This field is also editable. - Resolved By: Set the Email ID of the User who has resolved the Warranty Claim. The email ID is linked with User created in the system. - Resolved Details: This is a text field. User can enter details about the Warranty or AMC claim. A User can also upload the image, enter or create a table. 3.3 Customer Details The following details of the Customer will be fetched: - Customer Name - Contact Person - Territory - Customer Group - Customer Address Service Address: User can enter the Service Address if it is different from Customer Address. 3.4 More Information - Company: The Warranty or AMC is created from the company will be selected automatically. - Raised By: User can enter the Name of the person who has raised the Warranty or AMC in case the Customer is an organization. - From Company: User can enter the name of the company from which the warranty or AMC has been created. If a Customer visit is required to address the issue, you can create a new Maintenance Visit record from this. | Related Topics 1. How to create an Issue in OneHash? 2. How to create a Maintenance Visit?

By Frappe Content licensed CC-BY-SA 3.0
• Last updated on Jun 18, 2025

How to create an Issue in OneHash?

Issue An Issue is an incoming query from a Customer, usually via email or from the Contact section of your website. Tip: A dedicated support Email Address is a good way to keep track of incoming queries. For example, you can send support queries to OneHash at support@onehash.com and it will automatically create an Issue in our system. To access the Issue list, go to: ++Home > Support > Issues > Issue++ | 1. Prerequisites Before creating and using Issues, it is advised that you create the following first: - Customer - Email Account | 2. How to Create Issue Issues are automatically created if you use the append to feature in Email Account. You can also create an Issue manually, to do that: 1. Go to the Issue list, click on New. 2. Enter the Subject, Raised By, and a description of the Issue. Additional Options when Creating an Issue 1. Status: When a new Issue is created, its status will be "Open", when it is replied, its status becomes "Replied". - Open: The Issue has been created and yet to be replied to. - Replied: A reply has been sent to the Issue. - Hold: The Issue is on Hold due to some reason. - Resolved: When the users are reasonably sure that they have provided the customer with a solution to their problem but have not received an acknowledgment about the resolution from the customer. - Closed: The Customer got a resolution and the Issue was closed. If the sender replies to the thread, the status becomes "Open" again. User can "Close" the Issue manually by clicking on the Close button on the top right. ||| Note: If SLA has been set up, then the fulfillment status of the SLA will be updated on both, the Closed as well as the Resolved status. 1. Customer: If the email was sent from a Customer stored in your OneHash account, then a Customer link will appear in this field. 2. Priority: Priority can be set as per the requirements. By default, there are three priorities--Low, Medium, and High. You can delete these or add more as needed. 3. Issue Type: An Issue can be classified using Issue Type. Examples of Issue Types can be: 'Functional', 'Technical', 'Hardware', etc. 4. Raised By (Email): The email ID from which the Issue was sent will be shown here. | 3. Features 3.1 Details Description: This is a text field in which details about the Issue can be seen. This can also contain an image or a table. 3.2 Service Level Agreement It is a contract between a service provider and the end user that defines the level of service expected from the service provider. User can select the Service Level Agreement (SLA) from the list. - Every Issue will have a Time to Response and Time to Resolve within which the Support team has to Respond and Resolve the Issue. - The Priority can be changed to escalate the Issue. The priorities need to be specified in the Service Level Agreement. - If needed, the Service Level Agreement can be reset by clicking on the Reset Service Level Agreement button in Issues shown as follows: 3.3 Response - Mins to First Response: Time in minutes from when the Issue was created to when the first reply was sent. - First Responded on: When a Support team member first replies to the issue, first response date and time will be updated. - Average Response Time: The average time taken to respond to the Customer. This is calculated by taking the average of all time spans between Received and Sent Communications. This field will be updated on every reply sent to the customer. 3.4 Reference User can filter the issues based on these fields linked to the Issue: - Lead - Contact - Email Account - Project - Company 3.5 Resolution - Opening Date: When the issue is created or logged the date be posted. - Opening Time: When the issue is created or logged the exact time will automatically be posted. - Resolution Date: When the user resolved the issue, Date and Time will get updated in this field. - Resolution Details: User can enter the details of the issue, once it is resolved. This is a text field. Also, user can upload the image, enter or create a table. - Resolution Time: Total time taken to close the ticket (from Issue creation to closing). - User Resolution Time: Many times a user has to wait for a customer's reply in order to solve some Issue. While measuring User's productivity this wait time shouldn't be taken into consideration. Hence, user resolution time is the total time taken by a user to close the ticket and can be calculated as: Resolution time - Total Time for which the user had to wait for a customer's reply The Resolution Time and User Resolution Time metrics are set on "Close". These metrics reset automatically when the Issue reopens or splits. Via Customer Portal If the Customer raising the Issue is a Website User (no access to modules), this checkbox will be ticked to indicate that. | 4. After Saving 4.1 Add Comments Once the Issue is registered, support team Users can add comments for the issue. This field is editable. Comments in Issues are for internal discussions and will not be visible to the Customers. 4.2 New Email Users can compose an email to the person that has raised the Issue. All the mails (received as well as sent) can be seen in a thread in the Issue. 4.3 Discussion Thread The email discussion thread in an Issue maintains all the emails which are sent back and forth against this Issue in the system so that you can track what transpired between the sender and the person responding. - When a New Email is sent from your mailbox, an automatic reply is sent to the sender with your message and the Support Ticket Number. - The sender can send additional information to this email. - All subsequent emails containing this Issue number in the subject will be added to this Issue thread. - The sender can also add attachments to the email. 4.4 Assigning Issues to Users ||| Issues can be assigned automatically among Users using Assignment Rule. You can assign an Issue to a specific User by clicking on "Assign" feature in the left sidebar. This will add a new To Do to the user and also send a message indicating that this Issue is allocated. 4.5 Closing - You can close the Issue manually by clicking on 'Close' in the toolbar. - If the sender does not reply in 7 days, then the Issue gets closed automatically.

By Frappe Content licensed CC-BY-SA 3.0
• Last updated on Jun 18, 2025