# Create a ticket

Booking equipment in, from the customer standing at the counter to a saved repair job.

Booking equipment in is the one job everything else in Repairs waits on. The form is laid out in the order the conversation happens: who is this for, what have they brought you, what is wrong with it, and what will it cost.

> **Before you start:**
>
> The customer's record, or their details to hand so you can add them as you go. Everything else on the form can be filled in later.

## Highlights

- **Only the customer is required.** Save a ticket with nothing else on it and come back.
- **The ticket number is already there** when the form opens, and it is yours to change.
- **Add a customer without leaving the form** using the plus beside the picker.
- **Services and parts are separate tables**, because labour and materials are priced apart.
- **Mark as Rush Job** is a button on the form, not a field buried in it.

## Fill in the form

![The Create Repair Ticket screen with a breadcrumb reading Repairs, Tickets, Create Repair Ticket. Customer Details holds one required Customer picker reading Select customer or add new, with a plus button. Ticket Details holds Ticket # prefilled RPT-00065, Location, Source and Est. Completion. A Services table follows with columns Device, Device Issue, IMEI / Serial, Repair Status showing Pending, Assigned To, Lead Time, Qty, Rate, Tax and Amount, and a New Row button. Below it a Parts (Inventory Items) table has columns Item, Manufacturer, Lead Time, Qty, Rate, Tax and Amount. The footer holds Attachments, Cancel, Mark as Rush Job and Save.](https://www.sorviai.com/help/repairs/tickets/create-ticket.png)

*The whole form on one screen. Customer is the only field marked required.*

- **Go to Tickets, then select the Ticket button**

  The form opens with a fresh ticket number already filled in.
- **Choose the customer**

  Start typing to search your existing contacts. If they are new, select the plus beside the picker and add them without losing what you have entered.
- **Set the ticket details**

  **Location** is the depot holding the equipment, **Source** is how the job reached you, and **Est. Completion** is the date you are prepared to tell the customer.
- **Add a service row for each repair**

  One row per piece of equipment and per fault. Enter the device, pick the fault, record the serial number, and set the rate. Select **New Row** for the next one.
- **Add the parts you expect to fit**

  Search the parts you stock in the **Parts** table. Leave it empty if you do not yet know what the repair needs.
- **Check the totals and add any notes**

  **Notes to Customer** appears on what they receive. **Terms and Conditions** carries through to the printed ticket.
- **Select Save**

  The ticket is on the list, and the repair can start.

## The fields worth understanding

*Customer Details and Ticket Details on the Create Repair Ticket form*

## What the money adds up to

Labour and materials are totalled apart and then brought together, so you can see at a glance which half of a repair is expensive.

![The lower half of the Create Repair Ticket form. A Parts (Inventory Items) table sits above a Totals & Payment panel listing Services Subtotal, Parts Subtotal, a Discount row with a picker set to Services and a percentage field, then Total, Total Paid and Balance Due, each showing zero pounds. A Notes section below holds a Notes to Customer box reading Visible to the customer.](https://www.sorviai.com/help/repairs/tickets/create-totals.png)

*Services and parts subtotal separately. The discount picker chooses which half it comes off.*

> **Note:**
>
> **A discount is aimed at one half or the other**
>
> The picker beside the discount decides whether the reduction comes off the labour, the parts, or the job as a whole. Set it deliberately: discounting labour and discounting a part you paid for are different decisions, and the profitability report will tell them apart.

> **Tip:**
>
> **Rush jobs are marked, not hurried**
>
> **Mark as Rush Job** pins the ticket to the top of the list and flags it for everyone. It is also the one thing that stops a ticket being deleted, which is a useful side effect on a job you cannot afford to lose.