Support Home > FAQ
| Tickets |
 | What is Ticket Status used for? |
| Can my customers log new tickets in the system? |
| Can I modify the ticket status descriptions to ones more relevant to us? |
| Can I print the tickets details from the main Tickets window? |
| Can I change the default Ticket detailed report printed from the Tickets window? |
| How can I have internal Account notes display when an employee is creating a new Ticket? |
| What is a Ticket Due Date? |
| Contracts |
| How can I create new contracts for the customer? |
| What contract types are supported? |
| Can I create more than one active contract for the same account? |
| Does the system alert me when the contract has ended or has been over-extended? |
| Must I use contracts? |
| Where can I see all the contracts that will soon expire? |
| How should I manage monthly recurring contracts? |
| Can I copy a batch of Contracts to their next term at once? |
| I want to update/correct the initial value of my Contract? |
| Can I define Custom Pricing for Contracts? |
| How can I suspend a contract? |
| How can I close a contract? |
| What happens when a contract is closed? |
| How can I generate an invoice for a prepaid block of time without reducing the block balance? |
| What is the default Contract of an Account? |
| What is a Sub-Code in Contracts? |
| Dispatcher & Calendar |
| What is the work flow when using the Dispatcher? |
| I created a new Ticket and I don’t see it on the Dispatcher board. What can I do? |
| What is the Pending tab? |
| How can I display Account details in an Appointment's description? |
| Charges |
| I have created a Block of Money contract for my customer. I would like the labor hours to be subtracted from their prepaid block. Is it possible? |
| What is the difference between Billable charges and Not Billable charges? |
| Some charges are by default billable, and some are by default not billable. How is this determined? |
| Can I bill a customer for Not Billable charges? |
| After Billing a charge how can I mark it so it will not be billed again? |
| How can I print unbilled charges reports for my customers? |
| How can I print the charge reports showing the cost? |
| Can I define Custom Pricing for specific Accounts or Contracts? |
| Can I create invoices using Commit or is QuickBooks required? |
| Items |
| Can I import my list of items into Commit? |
| How can I set an item to 'inactive' so it cannot be used when adding new charges? |
| How does the item data influence charges? |
| What options are available for setting labor rates/pricing? |
| Reports |
| How can I customize Commit reports? |
| I want to create a custom report. How do I select the existing report I wish to copy for using as a basis for the new custom report? |
| How can I add new data fields and labels to a report? |
| Where can I find the customized reports? |
| How can I embed my company logo in Commit reports? |
| I changed the report header using the Options window, but when I preview a report the new header is not there, What should I do? |
| Can I email a report? |
| Can I change the page size used for reports (Letter/A4)? |
| How can I do calculations in Commit reports? |
| I customized a report and some fields are not printing in the right place. How can I fix this problem? |
| Import & Export |
| Can I import my customers into Commit? |
| Can I import my item list into Commit? |
| Can I import assets into Commit? |
| Can I export data from Commit? |
| Can I export only selected fields from Commit (Advanced Data Export) ? |
| What is the difference between syncing with Outlook and importing from Outlook? |
| Can I batch delete all Account records I imported by mistake? |
| QuickBooks |
| How can I import my customers/vendors into Commit? |
| How can I import my item list into Commit? |
| How can I create a new QuickBooks invoice using Commit? |
| Can all charge records be included in QuickBooks invoices? |
| How can I list all Accounts, Contracts and Tickets that have unbilled charges? |
| Can I modify the billing address? |
| I see an asterisks (*) near the charges listed for the invoice. What does it mean? |
| Can I link an existing Account in Commit with an existing customer/vendor in QuickBooks? |
| Can I link an existing Item in Commit with an existing item in QuickBooks? |
| Is it possible to have the charge dates added to the invoice lines when creating the QuickBooks invoice? |
| How can I list all Charges in Commit that were included in a specific QuickBooks invoice? |
| How can I see the invoice number for a QuickBooks invoice created using Commit? |
| I've generated an invoice using QuickBooks and haven't used the Commit QuickBooks link. Can I link the relevant charge records in Commit to the QuickBooks invoice? |
| What are the default QuickBooks Accounts? |
| I’ve created a QuickBooks invoice from Commit and I noticed that a QuickBooks account with a 'CMT' prefix has been used. How can I prevent this and use other accounts? |
| Can I add more details to QuickBooks invoice lines? |
| Web Interface |
| How do I install Commit Web Interface? |
| Can Commit Web Interface run on a server running IIS? |
| How do I set up Commit Web Interface when I am using Dynamic DNS (DYNDNS)? |
| How can I securely use Commit Web Interface with SSL certificates? |
| What can my customers see and perform via the Commit Web Interface for customers? |
| What can my employees do/view via Commit Web Interface for Employees? |
| How can I add a new ticket via the Commit Web Interface for Employees? |
| How can I download documents via the Web Interface? |
| Is there a way to receive an email when new tickets have been created by a client via the web interface? |
| Does the Web Interface have the same level of control and management as the installed client software? |
| How do I define a web user name and password for an employee? |
| How do I allow my customer to log in to the Commit Web Interface? |
| How can I add my logo to the Commit web Interface pages? |
| I have created a new privilege group which doesn't seem to have taken effect in the Commit Web Interface. Why? |
| Outlook Integration |
| Can I link my emails from Outlook to Commit? |
| Can I send an email from Commit? |
| Can I set a personal signature for emails sent from Commit? |
| How do I get my email into the program? There is nowhere to set POP3/SMTP settings? |
| Can I synchronize Commit with mobile devices/PDAs? |
| What information is synced with the Commit-Outlook Sync module? |
| Where do I configure the Outlook sync settings? |
| Are the Outlook sync configuration settings on a per user or per office basis? |
| Is there any risk involved in synchronizing private data, such as Appointments, Contacts, or Tasks? |
| Does the Commit-Outlook Sync module also sync recurring items from Commit? |
| Can I change which Outlook folder is being synchronized with Commit? |
| What is the difference between syncing with Outlook and importing from Outlook? |
| Can Commit synchronize with Outlook Business Contact Manager? |
| How can I sync Commit with Outlook®/Exchange folder? |
| How can I sync other user's Outlook folders? |
| Alerts Server |
| Can I set myself up to receive Alerts as an Account Manager AND a Ticket Manager? |
| Why am I getting two Alerts for Tickets dispatched to me (and I am the Ticket manager)? |
| How can I stop Email Alerts from being sent to me? |
| How can I stop Email Alerts from being sent to everyone? |
| If I already setup other Commit Server modules (such as Email Connector), do I need to setup outgoing email settings again? |
| Email Connector |
| What is the difference between the "Public Email Address" and the "Internal Support Email address"? |
| How does the Email Connector associate Emails with Commit Accounts? |
| What happens when the "From" address cannot be matched? |
| When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created? |
| How does the system handle email threads that originated from an automated response for new Tickets? How does it make sure not to open another new Ticket? |
| Why do attached emails only open in Outlook Express? |
| If I already set up other Commit Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again? |
| Can I integrate with MSP systems using the Email Connector? |
| What can I do with the Automated Emails Part in the Email Connector? |
| Employees & Users |
| How can I add employees? |
| How can I create a user for an existing employee record? |
| How can I set an employee as inactive? |
| How can I tell whether an employee is active or not? |
| How do I define a web user name and password for my employee? |
| How do I set the labor rate for each employee? |
| How can I modify my password? |
| How do I know which users have administrator privileges? |
| Documents |
| How can I add an existing document to Commit? |
| Can I import an entire document folder to Commit? |
| Can I link my emails to Commit? |
| Is it possible to merge Commit data into Word documents? |
| What is the main document folder and how do I choose it? |
| Can I set a different document folder for each of my Accounts? |
| How can I download documenta via the Web Interface |
| How can I add new categories to the Documents Category tree? |
| Accounts |
| Where can I view all the Accounts data? |
| Can I import my customers/vendors/etc. (accounts) in to Commit? |
| Can I batch delete all Account records I imported by mistake? |
| What is the 'Pop-up' field in the Account window? |
| Can I define Custom Pricing for Accounts? |
| Can I update a data field for multiple Accounts at once? |
| Assets |
| Is the Asset Code a mandatory field? |
| Can I transfer an asset from one Account to another? |
| Can I import Assets into Commit? |
| Will I receive alerts when working with assets? |
| How can I create an asset directly from the Tickets window? |
| Assets Warranty/License Expiration |
| Online Services |
| What are Online Services used for in Commit? |
| Can I use Online Services to display maps? |
| How do I setup Online Services in Commit? |
| Where do I find Online Services samples? |
| Where can I activate Online Services from in Commit? |
| Customization |
| Is the system customizable? |
| When I update Commit, will all my customizations be preserved? |
| How do I rename fields? |
| Are there predefined custom fields? |
| Can I create a new custom tab with my own custom data fields? |
| Is it possible to customize the default system tabs/pages? |
| Is there a limit on how many custom fields I can create? |
| Can I edit existing drop down value lists? |
| Can I customize field settings in Commit? |
| How can I customize Commit reports? |
| How Can I add new data fields and labels to a report? |
| Where Can I find the customized reports? |
| How can I embed my company logo in Commit reports? |
| Backup & Restore |
| How can I backup Commit? |
| Can I backup Commit using other backup tools? |
| Which folders do I need to backup? |
| How do I restore a backup? |
| Global Settings |
| Can I change the time format settings (AM/PM or 24 hours format)? |
| Can I select a dictionary, such as American or British, for spell checking? |
| Labor Rates |
| What options are available for setting labor rates/pricing? |
| History |
| It seems that history window/tab is filled automatically? Do I need to maintain it? |
| Can I add a history event, such as a phone call summary, manually? |
| Privileges |
| Can I manage privileges/permissions in Commit? |
| How do I link an employee to a specific privilege group? |
| Can I create a new privilege group? |
| What is an administrator? |
| How do I know who the administrators are? |
| What are the different privileges associated with each privilege group? |
| What is the meaning of the different Privileges? |
| How to set Privileges so an employee can enter hours and not see the price? |
| How can I change the password for another employee? |
| Messages |
| Can other employees see my Messages? |
| Is the Message module in Commit an internal messaging system? |
| Taxes |
| Do I need to use taxes in Commit? |
| Where do I define taxes in Commit? |
| How do I use taxes? |
| Can I set a default tax for Items or Accounts? |
| Where can I see charge and tax information together? |
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