Support Log Capture Process

CRM Module> Activity> Support Log Ticket

Select: Support Log Ticket Menu Item

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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.