# Support Log Ticket Setup Menu

# Support Log Ticket Setup

<span style="color: rgb(45, 194, 107);">**<span class="ts0"> CRM Module</span><span class="ts15"> &gt; Configuration &gt; Support Log </span>ticket Setup**</span>

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/scaled-1680-/i18image.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/i18image.png)

<table border="1" id="bkmrk-search-search-the-av" style="border-collapse: collapse; width: 100%; height: 148.984px;"><colgroup><col style="width: 23.7411%;"></col><col style="width: 76.2589%;"></col></colgroup><tbody><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**<span class="ts0">Search </span>**</td><td style="height: 29.7969px;"><span class="ts0">Search the available list of created items</span></td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Add**</td><td style="height: 29.7969px;"><span class="ts0">Click Add to add a new support log ticket function</span></td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Edit**</td><td style="height: 29.7969px;"><span class="ts0">Click edit to amend the support log ticket item</span></td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Cancel**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**<span class="ts0">Import Status Changes</span>**</td><td style="height: 29.7969px;"><span class="ts0">This import facility allows you to change the Status of a Support Log using importing</span>

<span class="ts0">status changes via a CSV file.</span>

</td></tr></tbody></table>

# Add Support Log Task

<span class="ts2">To edit or add a new support log task follow this path</span>

<span style="color: rgb(45, 194, 107);">**<span class="ts0">CRM</span><span class="ts15"> Module &gt;Configuration &gt;Support log Setup</span>**</span>


[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/scaled-1680-/pjdimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/pjdimage.png)

<table border="1" id="bkmrk-tasks-status-root-ca" style="border-collapse: collapse; width: 100%; height: 119.188px;"><colgroup><col style="width: 22.9991%;"></col><col style="width: 77.0009%;"></col></colgroup><tbody><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Tasks**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Status**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Root Cause**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Defaults**</td><td style="height: 29.7969px;"> </td></tr></tbody></table>

---

#### Add Sub Task

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/scaled-1680-/EpJimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/EpJimage.png)

<table border="1" id="bkmrk-sub-task-code-enter-" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 22.4873%;"></col><col style="width: 77.5127%;"></col></colgroup><tbody><tr><td>**Sub Task Code**</td><td><span class="ts0">Enter a Sub Task Code</span></td></tr><tr><td>**Sub Task Description**</td><td><span class="ts0">Enter a Sub Task Description</span></td></tr><tr><td>**Points**</td><td>  
</td></tr><tr><td>**Sequence No**</td><td>  
</td></tr><tr><td>**Active**</td><td>  
</td></tr></tbody></table>

---

#### <span class="ts0">Status</span>

<span class="ts0"> </span>

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/scaled-1680-/C9Uimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/C9Uimage.png)

<table border="1" id="bkmrk-description-colour-c" style="border-collapse: collapse; width: 100%; height: 238.375px;"><colgroup><col style="width: 25.6174%;"></col><col style="width: 74.5062%;"></col></colgroup><tbody><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Description**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Colour Code**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Sequence Number**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Severity Indicator**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Email Frequency**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Severity Order**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Active**</td><td style="height: 29.7969px;">  
</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Set As Default Item**</td><td style="height: 29.7969px;"> </td></tr></tbody></table>

---

#### Root Cause

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/scaled-1680-/feximage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/feximage.png)

<table border="1" id="bkmrk-code-description-seq" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 24.2593%;"></col><col style="width: 75.8643%;"></col></colgroup><tbody><tr><td>**Code**</td><td>  
</td></tr><tr><td>**Description**</td><td>  
</td></tr><tr><td>**Sequence No**</td><td>  
</td></tr><tr><td>**Default**</td><td> </td></tr></tbody></table>

---

#### Defaults

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/scaled-1680-/8a3image.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-02/8a3image.png)

<table border="1" id="bkmrk-priority-disable-but" style="border-collapse: collapse; width: 100%;"><colgroup><col style="width: 29.0742%;"></col><col style="width: 71.0495%;"></col></colgroup><tbody><tr><td>**Priority**</td><td>  
</td></tr><tr><td>**Disable Button**</td><td> </td></tr></tbody></table>

# Support Log Status

**<span class="ts29">Webatar &gt; Activity &gt; Support logs</span>**

<span class="ts0"> </span><span class="ts0">This is where the various statuses of the support log system is updated.</span>

<span class="ts0">Statuses can be color coded and one of them can be set as a default</span>

<span class="ts0"> </span>![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(188).png)

<span class="ts0"> </span><span class="ts0">Status sections can be deactivated should you have historical statuses.</span>

<span class="ts0">The description can be changed to your company needs</span>

<span class="ts0"> </span>

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(122).png)

<span class="ts0"> </span>**<span class="ts4">First Section</span>**

<span class="ts0">The Support status is split into two sections</span>

<span class="ts0">First section has got to do with the actual status on the support logs</span>

**<span class="ts0"> </span><span class="ts15">Description</span>**

<span class="ts0">Description of the type of Status you want shown</span>

**<span class="ts0"> </span><span class="ts15">Active</span>**

<span class="ts0">This is to indicate that this status is active and will show on the drop down of the menus.</span>

<span class="ts0">Take the tick off to deactive this status from the selection lists, but keeping the history of the support logs already shown.</span>

**<span class="ts0"> </span><span class="ts15">Colour code</span>**

<span class="ts0">Colour indicate the font colour on the support log ticket grid for easier reading</span>

<span class="ts0"> </span>**<span class="ts15">Set As Default Item</span>**

<span class="ts0">There can only be one Default item in this list.</span>

<span class="ts0">If the user wants another status to become a default status, then he would first have to unselect the default status from the other status item and then go back to the status item to select.</span>

<span class="ts0">This is why the Set As Default Item is inactive when there is another status already active.</span>

**<span class="ts0"> </span><span class="ts15">Sequence Number</span>**

<span class="ts0">This sequence is used in the workflow flow of the various statuses.</span>

<span class="ts0"> </span>**<span class="ts4">Second section</span>**

<span class="ts0">The green part of the status setup is reserved for the support log logging.</span>

<span class="ts0"> </span>![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(123).png)

**<span class="ts0"> </span><span class="ts15">Severity Indicator</span>**

<span class="ts0">Active this tick box in order for the severity status to be shown up on the support request</span>

<span class="ts0"> </span>**<span class="ts15">Severity Order</span>**

<span class="ts0">This will give the order in which you want the severity status to be shown in order from 1 upwards</span>

**<span class="ts0"> </span><span class="ts15">Email Frequency</span>**

<span class="ts0">The email frequency will send out emails to internal support indicated persons every X minutes until the logged support log ticket is looked at and assigned.</span>

<span class="ts0">If you set to 30 minutes, the system will send the selected support people an email every 30 minutes until someone handles the log.</span>

<span class="ts0"> </span>![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(125).png)

<span class="ts0"> </span>

<span class="ts0"> </span>

<span class="ts0"> </span>

# Import Status Change

This is assigned when a PO has been authorised by a manager and now can be ordered

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-09/scaled-1680-/aWrimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-09/aWrimage.png)

<table border="1" id="bkmrk-user-to-select-a-use" style="border-collapse: collapse; width: 100%; height: 29.7969px;"><colgroup><col style="width: 13.7655%;"></col><col style="width: 86.3581%;"></col></colgroup><tbody><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**User**</td><td style="height: 29.7969px;">to select a user from the drop-down arrow for authorisation

</td></tr><tr><td>**Password**</td><td>to enter user’s password to allow the authorisation

</td></tr></tbody></table>