Open CRM settings. Anyone with the permission to view them can read them; changing them needs the permission to manage CRM settings. Without it the page says "You can view these settings but not change them".
Collections automation
| Setting | Default | What it does |
|---|---|---|
| Open collection work for overdue customers | Off | The nightly run opens a collection case and a follow-up when an overdue customer reaches a dunning stage, and moves existing cases up the ladder. It skips disputed amounts and customers marked do not contact |
| Close collection work once paid | Off | Closes the case when the customer is no longer overdue: on the nightly run, and as soon as a receipt is posted that settles the customer's bills |
With both off, the nightly run still judges promises to pay and expires old credit releases, but opens, moves and closes no collection work. See The dunning ladder and collection cases.
Credit control
| Setting | Default | What it does |
|---|---|---|
| Stop credit-blocked sales on save | On | A credit sale that breaks the customer's credit terms or credit hold is refused: invoices, delivery notes, POS bills, recurring invoices when they are raised, and orders when your order settings block over-limit orders. When off, the sale is saved and the sales screens show the block as a warning |
| Credit release validity | 3 days | How long an approved release can be used when the approver sets no end date (1 to 365 days) |
Service tickets
| Setting | Default | What it does |
|---|---|---|
| Default response time | 24 hours | The response time a new ticket gets when it is saved without one (1 to 240 hours) |
| The risk window (shown as At-risk window on Service tickets) | 8 hours | The ticket scan warns ticket owners of tickets due within this many hours (1 to 72) |
Case timers
| Setting | Default | What it does |
|---|---|---|
| Dispute resolution due | 3 days | A dispute open this long is marked "resolution due" and raised to high |
| Dispute resolution overdue | 7 days | A dispute open this long is marked "resolution overdue" and critical |
| Renewal warning | 14 days | A renewal due within this many days is "due soon"; past its date it is overdue |
| Recovery follow-up due | 7 days | A recovery case this old is "follow-up due" and high risk |
| Recovery stalled | 14 days | A recovery case this old is "stalled" and critical |
These timers act only when the dispute, renewal and recovery runs run: Run automation now on this page, or the Run button of each queue on Follow-ups. They are not part of the nightly run. See The nightly run and the run-now buttons.
Notifications
In-app notifications, each on by default: Collector assigned, Promise to pay recorded, Ticket assigned, the notice of tickets at risk or past their response time (when it is off, the ticket scan notifies nobody), Dispute needs resolution, Renewal due and Recovery needs follow-up. Collector assigned and Promise to pay recorded are not sent to the person who did it.
Credit release notices cannot be switched off: credit approvers (up to 25 people) are told of every request made from a sales screen, and the person who asked is told of the decision.
Pipelines and stages
Pipelines (one is the default) and their stages, each with an order, a colour, a win probability and whether the stage counts as won or lost. They drive Opportunities and its forecast. A pipeline or stage in use can only be switched off, not deleted. See Opportunities and pipelines.
Run automation now
Run automation now runs collections, disputes, renewals, recoveries and the ticket scan with the saved settings. It can open cases and send notifications, and needs the permission to manage CRM settings. The result lists each run and says which ones were refused. See The nightly run and the run-now buttons.
A filled-in example
Common questions
Who can switch Stop credit-blocked sales on save off?
A credit approver who can also change CRM settings. The switch is greyed out for anyone without credit approval.
Do the case timers and the at-risk window act on the nightly run?
No. They act only when someone runs the dispute, renewal and recovery queues or the ticket scan: Run automation now on this page, the Run button of each queue on Follow-ups, or the ticket scan button on Service tickets (The nightly run and the run-now buttons).
Which notifications cannot be switched off?
Credit release notices: approvers are told of every request made from a sales screen, and the person who asked is told of the decision.