Support Logs
From TrueERP wiki
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
