Re-Lax CRM

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Select a ticket to view details

🔁 Recurring & Preventive Tickets

Schedules auto-create tickets at login when due. Monthly server reboots, quarterly reviews, annual audits.

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No recurring schedules yet.
Add one to automate preventive work.

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Account & Access

Account

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Tech Emails — Fallback List

Used for the "Assigned To" dropdown when Azure AD group lookup returns no members. Format: Name <email>, comma-separated.

Current: not set

⚠️ Advanced System Settings — Claude AI Key & Tech Group ID ▼

⚠️ Caution: These settings control AI features and user access for the entire team. Changing the Tech Group ID incorrectly can lock everyone out of the CRM. Only edit if directed by your IT administrator.

🤖 Claude AI API Key

Powers similar-issue search, note cleanup, and summary generation. Stored in SharePoint — shared across all team members automatically. Get a key at console.anthropic.com.

Status: not set

👥 Tech Team Group ID

Azure AD Object ID for PNW-Team. Controls the Assigned To dropdown, CRM access (members), and admin rights (owners). Also update crm-keys.json with the same ID.

Current: not set

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Tickets & Workflow

📂 Client List (XLSX)

SharePoint-relative path to your TemplateClientList.xlsx. Used for client matching and timezone lookup.

📞 Escalation Phone

Shown as a call prompt on Urgent priority tickets.

👁 Supervisor CC

CC'd on every outgoing CRM reply. Enter one or more addresses separated by commas. Leave blank to disable.

✍️ Reply Signature

Appended to every AI-drafted reply. Plain text — line breaks are preserved.

💬 Canned Responses

Saved replies you can insert into work logs and email replies with one click.

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Inbox & Email

📥 Import Settings

How far back to look when importing emails from help@pnw.com.

Look-back window

🕐 Display Timezone

All ticket dates, work log timestamps, and SLA timers are shown in this timezone.

📨 Forward Unwrapping

When a forwarded email (Fwd:/FW:) arrives from one of these domains, the CRM uses the original sender instead of the forwarder. One domain per line.

🔕 No-Reply Patterns

Extra patterns that should never receive replies. Built-in defaults (noreply@, donotreply@, etc.) are always active. One per line.

🔕 Always Ignore Rules

Emails matching a rule are silently skipped — no ticket created, email stays in inbox unread. Add rules by clicking 🔕 Always Ignore on any email ticket.

🚫 Spam & Blocked Senders

Blocked addresses and domains are silently skipped — no ticket, no reply. Use @domain.com to block all mail from a domain.

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Tools

🔧 Fix Unmatched Tickets

Scans tickets with no client assigned, groups them by sender domain, and lets you map each domain to the correct client in one click. Run after importing a new client list.

🔀 Merge Duplicate Threads

Finds tickets that share the same email thread but were created separately, and lets you merge them into one with a single click.

🔗 Vendor Categories

Categories shown in the Links tab. Add, rename, recolor, or remove.

☁️ SharePoint

Status of the CRM SharePoint lists. Re-run setup if lists are missing or show errors after a tenant change.

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Data

🛡 Backup & Restore

Export tickets and contacts to a local JSON file. Use Restore to re-import a backup into SharePoint.
Comments and activity notes are not included.

📤 Restore from Backup

🗂 Maintenance & Archive

Moves closed tickets into CRM_TicketsArchive to keep the active list fast. Work logs are preserved. Run quarterly or as needed.

Archive closed more than ago

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Danger Zone

🗑 Clear Database

Permanently deletes SharePoint list items. A backup is exported automatically before any delete runs. Type RESET to unlock the buttons.

🧹 Deduplicate Tickets

Finds tickets sharing the same Ticket Number or Email Message ID and removes duplicates, keeping the oldest record.

🧹 Deduplicate Contacts

Finds contacts sharing the same email address and removes duplicates, keeping the most complete record. Safe to run anytime.