General Settings
General Settings is where your organization’s tenant-wide configuration lives in GEMS CRM — company identity, which countries you operate in, working-hour calendars for SLA calculations, custom workspace layouts, and the audit trail behind those layout changes.
Company Profile
The landing tab of Company Settings, displaying your organization’s core identity, legal/business details, and address — shown read-only by default, with a deliberate switch into Edit mode for changes.
What You’ll See
Company Logo
Uploaded, replaced, or deleted independently of the rest of the form — logo actions aren’t tied to the Save button used for the text fields below.
Company Information
- Company Name, Industry, Company Size, and Year Established — all mandatory
Business Information
- Business Name, Legal Entity Type, Business Registration Number, GST/Tax ID, PAN/Tax Identification, and Website URL — all mandatory
- GST/Tax ID and PAN/Tax Identification must match their configured format, and Website URL must be a valid URL
Company Address
- Address Line 1 is mandatory; Address Line 2 is optional
- Country, State/Region, and City cascade in sequence — selecting a Country filters the State/Region options, and selecting a State/Region filters City
- Postal Code rounds out the address
Good to Know
- Logo upload, replace, and delete are governed by their own permission, separate from general edit access to the rest of the profile
- Every field saved through Edit mode automatically writes a corresponding entry to Change History
Change History Tab
A complete, tamper-evident audit trail of every field-level change made to Company Settings.
- Grid Columns – Field Name, Changed From, Changed To, Changed By, and Date & Time
- Search – find entries by field name
- Toolbar – Refresh, Settings, Filter, Sort, Reset, and an Actions menu with Export
This tab is always read-only, in both View and Edit mode — nothing here can be manually added, edited, or deleted. Records are ordered most-recent-first. Viewing and exporting Change History are governed by separate permissions — someone with view access doesn’t automatically have export access.
Countries
The Countries page defines your tenant’s Operating Countries — the master list controlling which countries show up as options when creating Employees, Users, and configuring localisation (Timezone, Currency, Language & Formats).
How It Works
Rather than a traditional create form, Countries works as an interactive tile grid — every available country is shown as a tile, and you simply select or deselect the ones your organization operates in.
- Search filters the visible tiles by name or code, without changing anything selected
- Selecting a tile toggles it and updates the live “X selected” counter
- Save & Continue validates and commits the entire set of selections together — there’s no partial, per-tile save
Good to Know
- At least one country must always be selected — Save is blocked if you try to deselect everything
- You can’t fully remove a country that’s still in active use. If Employees or Users are currently linked to a country you’re deselecting, the system won’t let it disappear entirely — instead, it’s marked Inactive, staying valid for existing records while no longer being offered for new ones
- The moment a country is newly selected, it immediately becomes available in Timezone, Currency, and Language & Formats configuration
- Cancel discards all changes made in that editing session and leaves the prior configuration untouched
Change History
A dedicated audit trail for every selection change — each save generates one record per country that changed, not one record for the whole batch. So selecting two countries and deselecting one in a single save produces three separate entries.
Each entry carries an Action Log value describing exactly what happened:
| Value | Meaning |
|---|---|
| Create | A country selected for the first time |
| Activate | A previously deactivated country is reselected |
| Deactivate | A country deselected while active Employees/Users are still linked to it |
| Delete | A country removed entirely — only possible with no active references |
| Update | Non-selection metadata changes (reserved for future use) |
This tab is always read-only, filterable by country, action type, or date range, and exportable via the Actions menu.
Calendars
Calendars define working hours, holidays, and time zones — the foundation used for SLA time calculations throughout GEMS CRM.
Calendars List View
- Calendar Counters – Total, Regions covered, Active, and calendars With Holidays configured
- Calendar Dropdown – All, Active, or Inactive Calendars
- Search – by Calendar ID, Description, or Region
- Calendars Grid – every calendar with its timezone, region, and status
Grid Columns
| Column | Description |
|---|---|
| Calendar ID | Unique reference, clickable through to the Detailed View |
| Description | The calendar’s name |
| Time Zone | The configured timezone |
| Region / Country | Geographic mapping |
| Status | Active or Inactive |
| Created By / On, Last Modified By / On | Authorship details |
Good to Know
- Only Active calendars are available for SLA configuration — inactive ones are excluded automatically
- Delete is a soft delete — the calendar disappears from the list and becomes unavailable for SLA use, but isn’t destroyed outright
Calendar Detailed View
Every calendar opens into three tabs:
- Overview – Calendar ID, Description, Year, Time Zone, Region, Country, and Status
- Weekly Schedule – a day-by-day breakdown (Monday through Sunday) of Start Time, End Time, Lunch Start/End, Day Type (Working or Off), and an auto-calculated Total Working Hours
- Holidays – a list of configured holidays, each with a Date, Day, and Holiday Name
Creating a Calendar
- Description, Year, and Time Zone are mandatory; Region and Country are optional
- Status defaults to Active
- For the Weekly Schedule, Start Time must be earlier than End Time, and any lunch break must fall within working hours
- Duplicate holiday entries aren’t allowed
Once saved, the calendar becomes immediately available for SLA configuration, and any edits made afterward — to hours or holidays — directly affect how SLA times are calculated going forward.
Custom Work Centers
Custom Work Centers let admins build personalized workspace layouts by choosing exactly which modules appear in a menu structure — useful for tailoring the CRM’s navigation to specific roles or teams.
Creating a Work Center
Creation happens in two steps:
Step 1 – Name it. Enter a mandatory, unique Work Center Name, then click Next to move on. A blank name blocks progress.
Step 2 – Customize it. You’ll see a left panel of navigation categories (User Cockpit, Sales, Business Partners, etc.) and a right panel split into Available and Visible fields.
- Move modules from Available to Visible to include them in this work center’s menu
- Reorder visible modules up or down to control their display sequence
- Remove a module to exclude it
Nothing takes effect until you click Save — at least one module must be selected before the work center can be created.
Good to Know
- Only admin users can create or edit work centers
- A work center can’t be deleted while it’s still assigned to an active role
- Inactive work centers aren’t visible to end users, and module visibility within an active work center still respects each user’s role permissions
Viewing a Work Center
The Detailed View is strictly read-only — showing the Work Center Name, its assigned modules, and the category-based navigation structure, useful for auditing how a workspace is currently configured.
Layout History
Layout History is a dedicated, view-only audit trail tracking every change made to Custom Work Center configurations tied to Roles & Permissions — who changed what, which role was affected, and when.
List View
- Dashboard Metrics – Total, My Changes, Today, and Last 7 Days
- Change Category Dropdown, Search, Filter, Sort, Reset
Grid Columns
| Column | Description |
|---|---|
| User | Who made the change |
| Role | The role impacted |
| Changes Made | A summary of what changed |
| Modified Time | When it happened |
The only action available per row is View — there’s no Create, Edit, or Delete anywhere on this page.
Detailed View
Opening a record shows:
- User Information and Role Impacted
- Change Summary
- Before vs. After Configuration Snapshot – a side-by-side comparison of the old and new setup
- Timestamp Information
Every field here is read-only, giving you exactly what’s needed for compliance review or troubleshooting without any risk of altering the historical record.