Support Log Ticket Menu Support Log Ticket Search T he Support Log Ticket is essential and serves as a centralised repository for all relevant support log queries In the Debtor setup search, you will see two search tabs   Basic Search tab If you know the log number or part of the support log number  you can search here Custom Search tab If you have setup custom fields in support log tickets, you can search for the items in this area. If you leave the basic search blank it will bring up all support log ticket codes  CRM Module> Activity> Support Log Log No search  using a   support log number Date From search by entering the from which the support log will run from Date To search by entering the date to, in order to limit to search run Employee Log search by selecting the employee from the drop down arrow Assign To search by selecting the person the support log is assigned to  a  certain user Task search by selecting the status from the drop down arrow Show Completed tick the box to search for completed support log Support Tasks Status   System Buttons The Navigation Ribbon Used to Action Following Functions Search The search function will return support log ticket records based on the search criteria entered. Add  Allows you to create a new support log ticket Edit  Allows you to make changes to an existing support log ticket Cancel Allows you to cancel support log ticket Create Time Log Duplicate an existing debtor or customer Workflow Allows you to load a workflow and move support logs around Complete Allows you to highlight a support log and complete it Email Self Allows you to email support logs to yourself Import Allows you to import support logs Print Dropdown Allows you to print your Support log ticket in PDF or download an Excel sheet of your support log tickets   Add Support Log Ticket Detail Tab Video training manual 2016 -  Click Here   Support log tickets are used to capture work for internal and technical staff. Customer problems or support issues.  CRM Module > Activity > Support log ticket   It shows a list of support log from customers Search according to user’s preference Search   Log No – search  using a   support log number Reference – search by entering the reference of the support log Employee Log – search by selecting the employee from the drop down arrow Assign To – search by selecting the person the support log is assigned to  a  certain user Debtor – search by the debtor Date From – search by entering the from which the support log will run from Date To – search by entering the date to, in order to limit to search run Task – search by selecting the status from the drop down arrow Show Completed – tick the box to search for completed support logs Details Tab - to show the support log details Support Tasks Tab – to show support log tasks Status Tab - to show and allocate different colours to the status codes Standard Tab has five buttons Insert button – to insert the time log Amend button - allows changes on an existing time log Delete button – to delete the time log Print button – to print the time log Print Grid button – to print support log report Extras Tab   Create Time Log button – to create a time log New Features Colour Code Status of Task C olour code  in the   the Support Log Status  makes   it easier to view the different status of support tasks sitting in the Support Log Queue. The user has the ability to change the status colours themselves. Colour Codes On the due date - denotes at a glance wich support logs need urgent attention. Closing or Cancelling of Service Logs Service Logs cannot be deleted o ff the   Webaccounting system and the only way in which they can be resolved is by either closing or cancelling the Service Log. To search for completed and cancelled Service Logs tick the Added Show Completed tick box. Status Task Percentage Complete The Service Log progress can be monitored by assigning a % completed. Support Website logging With Webaccounting we can integrate a logging system so that customers can go to your website, click on a support button and log a ticket. This feature also allows the company to publish basic support manuals to their customers by using the Search Help files button.   This ticket is then sent to Webaccounting system.   The path will be as follows: https://Name of server/csp/name of database/wab/acck/frmServiceSelect1.csp     Once the customer proceeds with the support, a new window will come up.   If the customer knows his customer code, he can enter it in the Company Code and when he clicks on tab. It will bring up the companies list of contact persons.  If the person logging the call is on the system then they can select their name. The person can also update their information.   If you don't know your company code then skip the first line and go and enter your company name and details to log a support log.   For the company codes, we suggest putting random four digit numbers after the code.  (like a bank code)   Example ABC company code is usually ABC001 But this is easy for people to guess your code and therefore read the users. So we suggest doing your code as usual but with a code after - ABC001-2681   The company Code enter, must be an exact match inorder for information to be displayed.   Support Log Capture Process CRM Module> Activity> Support Log Ticket Select: Support Log Ticket Menu Item bv Click the Add Button Debtor Enter the Company Name Reference Enter a Reference for the Support Call Task Select a Task from the Drop Down Sub Task Select a Sub Task from the Drop down Action Date Enter the Action Date: Typically, this would be the date the task will be done Due Date Enter the Due date for the Task to be completed Assign To Select the Technician that the Support Call is to be assigned to Status Select the Support Call Status Click Save Click the Problem Tab Enter the details of the problem or task that is required to be performed After clicking save you note that the notes typed will move to the right-hand side   And the date time and user who captured the note is logged   Click the Feedback tab Enter details of the feedback that you wish to forward to the client Click Save Once again, the note is moved to the right-hand side and logged with Time, date and user. If you wish to email the client feedback as well, you can click the Save and Send Button. This will email the Client and the Technician the notes captured.   Once the technician has been to site and performed the relevant tasks, he can enter further details on this page and again Save or Save and Send. Upon completion of the Support Call, the technician can then call up the Support Log Ticket and enter and further details as well as enter the “Root Cause” if applicable. Creating a Time Log from Support Log Ticket If you wish for the Technician to log their time spent on the Support Call, while on the Support Log Ticket, the Technician can opt to create a time log as follows: The Technician can Search for the Support Ticket Debtor Module> Interactions> Support Log Ticket Enter the client name or date range or log number And click Search Highlight (click Once) on the required Support log Ticket Click the Create Time Log Button   Click Yes   1. Select the Agreement Contract 2. Select the Task performed from the drop down 3. Select the respective sub task 4. Select the respective Billing Rate 5. Capture details of the task performed check the time log date is correct 1. Enter Time Started 2. Enter the Time Ended   The time log can then be either printed or emailed to yourself and then forwarded to the client for signature and /or their records.     Support Log recurring tickets Create multiple future recurring tickets. Useful when creating tickets for monthly maintenance on items. Create one recurring ticket and save and close Go to support ticket and highlight, click on Create Recurring Tickets button Specify the recurring occurrences and click on create This will create future recurring tickets If you want to see the future tickets, change your date to into the future