Difference between revisions of "Support Logs"
From TrueERP wiki
| Line 1: | Line 1: | ||
| − | <menu | + | <menu align="center" name="myMenu"> |
Related Items= | Related Items= | ||
[[Appointment]] | [[Appointment]] | ||
| Line 17: | Line 17: | ||
== Overview == | == Overview == | ||
| − | Support Logs allow you to track tasks such as telephone support by customer and invoice the customer on a time basis if required. New support logs are opened from [[Customers on Support List]] and existing support logs can be opened from the [[Support Log List]] or an employees [[To Do List]] if the log has been assigned. | + | [[Support Logs]] allow you to track tasks such as telephone support by customer and invoice the customer on a time basis if required. New [[support logs]] are opened from [[Customers on Support List]] and existing [[support logs]] can be opened from the [[Support Log List]] or an employees [[To Do List]] if the log has been assigned. |
==== How to Use Support Logs ==== | ==== How to Use Support Logs ==== | ||
| − | *Select Customers on [[Support List]] | + | *Select [[Customers]] on [[Support List]] |
*Double Click the required Customer | *Double Click the required Customer | ||
*Select the contact from the drop down list | *Select the contact from the drop down list | ||
| Line 27: | Line 27: | ||
*Type the issue requiring attention | *Type the issue requiring attention | ||
| − | If further attention is required, assign to an employee from the drop down list | + | If further attention is required, assign to an [[employee]] from the drop down list |
*Enter the solution or end result | *Enter the solution or end result | ||
| Line 35: | Line 35: | ||
==== Assigning a Support Log<br> ==== | ==== Assigning a Support Log<br> ==== | ||
| − | When a support log is assigned to an employee it will appear in that employees To Do list. Selecting the item from the employees To Do list will re-open the log. | + | When a support log is assigned to an employee it will appear in that employees [[To Do list]]. Selecting the item from the employees [[To Do list]] will re-open the log. |
==== Closing a Support Log ==== | ==== Closing a Support Log ==== | ||
| Line 43: | Line 43: | ||
*Select Close Call | *Select Close Call | ||
| − | If the log has been assigned to an employee you will be prompted to closed the To Do list item. | + | If the log has been assigned to an [[employee]] you will be prompted to closed the [[To Do list]] item. |
==== Holding a Support Log ==== | ==== Holding a Support Log ==== | ||
| − | A support log will be held if you wish to return to the issue later. | + | A [[support log]] will be held if you wish to return to the issue later. |
*Select Hold Call | *Select Hold Call | ||
| Line 53: | Line 53: | ||
==== Emailing a Support Log ==== | ==== Emailing a Support Log ==== | ||
| − | The contents of a support log can be emailed to the contact. See [[Preferences\Utilities]] for more information on emailing from ERP | + | The contents of a [[support log]] can be emailed to the contact. See [[Preferences\Utilities]] for more information on emailing from ERP |
*Select Email | *Select Email | ||
Revision as of 11:59, 9 March 2011
Contents
Overview
Support Logs allow you to track tasks such as telephone support by customer and invoice the customer on a time basis if required. New support logs are opened from Customers on Support List and existing support logs can be opened from the Support Log List or an employees To Do List if the log has been assigned.
How to Use Support Logs
- Select Customers on Support List
- Double Click the required Customer
- Select the contact from the drop down list
- Select the "Module" (subject)
- Type the issue requiring attention
If further attention is required, assign to an employee from the drop down list
- Enter the solution or end result
- Select Type of issue from the drop down list
- Enter a version number
Assigning a Support Log
When a support log is assigned to an employee it will appear in that employees To Do list. Selecting the item from the employees To Do list will re-open the log.
Closing a Support Log
A support log is closed when it has been fully resolved. The log cannot be edited once closed.
- Select Close Call
If the log has been assigned to an employee you will be prompted to closed the To Do list item.
Holding a Support Log
A support log will be held if you wish to return to the issue later.
- Select Hold Call
Emailing a Support Log
The contents of a support log can be emailed to the contact. See Preferences\Utilities for more information on emailing from ERP
- Select Email
