Response behavior template page

The response behavior template defines the working days and hours for serving a customer, and also it defines the out of warranty and out of working hours charges.

Here in this page the admin can add, view, and edit the response behavior templates.

As it shown on the page screen shot, this page will consist from two main parts, the add template part, and the search and edit part.

This is the form for adding a new response behavior template, the customers can share the same template for the services.

To add a new response behavior template the admin will need to enter some information first, these information are:

1. Resp. Behavior name field: in this field the admin will enter the name of the template, noting that each response behavior template will have it's own unique name and it cannot duplicated.
2. Working days drop down menu: this drop down menu will contain the week days from Saturday to Friday, the admin will choose the working days by checking on the days from this menu.
3. Working hoursu2019 time fields: the admin here enters the working hours for this response behavior template, the admin needs to choose the from-to times to set the working hours.
4. Resolution time field: the admin enters the time that the service engineer will take to fix the customer's ticket.
5. Out of working hours charge rate field: the admin enters here the amount of money that is going to be charged to the customer per hour in case the service was out of the working days or time.
6. Service location drop down list: the admin selects here whether the service is going to be on site, a workshop, remote support, or over telephone.
7. Calculation of response time radio button: the admin selects here the how to calculate the response time for this template, it can be either after accepting the ticket, or after opening the service record for the ticket.
8. Spare parts drop down list: this list indicates if this template includes the spare parts or not.
9. Add zone button: this button is used to enter another zone to the response behavior template.
10. Delete zone button: this button is used to delete the entered zone from the list.
11. Zones drop down menu: this menu will contain all the zones so the admin can choose from.
12. Response time time field: the admin enters here the estimated time of response for each zone.
13. Clear all button: this button will reset all the previously entered information to start again.
14. Add button: by pressing on this button a new response behavior template is going to be added unless there were any missing required information then it will prompt an error message.

Here the admin can use this search form to search for the response behavior templates, after searching and getting the result the admin can also delete a template by pressing delete button or edit these templates by pressing on the edit button next to the templates in the result list.

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This search and edit form contains the following:

1. Search field: the admin enters the name of the template here to search for it.

1. Go button: this button executes the searching for the template with the same name as in the search field.

1. Result list: this list will contain the searched for response behavior templates.

1. Edit button: by using this button the system will get the selected template data from the database and fill it in the add form, the data will be editable so that the admin is able to edit on the template.

1. Delete button: by pressing on this button the system will delete the template data from the database.

1. Pages numbering: this pages numbers is used to switch between the pages of the templates list.