Difference between revisions of "Support Logs"
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| − | == 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<LinkId=31> and existing support logs can be opened from the Support Log List<LinkId=32> or an employees To Do List<LinkId=82> if the log has been assigned. | ||
| + | |||
| + | ==== How to Use Support Logs ==== | ||
| + | |||
| + | *Select Customers on Support List<LinkId=31> | ||
| + | *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<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. | ||
| + | |||
| + | ==== 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<LinkId=240> for more information on emailing from ERP | ||
| + | |||
| + | *Select Email | ||
Revision as of 10:10, 27 February 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<LinkId=31> and existing support logs can be opened from the Support Log List<LinkId=32> or an employees To Do List<LinkId=82> if the log has been assigned.
How to Use Support Logs
- Select Customers on Support List<LinkId=31>
- 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<LinkId=240> for more information on emailing from ERP
- Select Email
