# Support Log Capture Process

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

<span class="ts0">Select: Support Log Ticket Menu Item</span>

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/scaled-1680-/q4Limage.png) bv](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/q4Limage.png)

<span class="ts0">Click the Add Button</span>

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/scaled-1680-/24Aimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/24Aimage.png)

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/scaled-1680-/XKfimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/XKfimage.png)

<table border="1" id="bkmrk-debtor-enter-the-com" style="border-collapse: collapse; width: 100%; height: 184.375px;"><colgroup><col style="width: 24.2593%;"></col><col style="width: 75.8643%;"></col></colgroup><tbody><tr style="height: 35.3906px;"><td style="height: 35.3906px;">**Debtor**</td><td style="height: 35.3906px;"><span class="ts0">Enter the Company Name</span>

</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Reference**</td><td style="height: 29.7969px;"><span class="ts0">Enter a Reference for the Support Call</span></td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Task**</td><td style="height: 29.7969px;">Select a Task from the Drop Down</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Sub Task**</td><td style="height: 29.7969px;">Select a Sub Task from the Drop down</td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Action Date**</td><td style="height: 29.7969px;"><span class="ts0">Enter the Action Date: Typically, this would be the date the task will be done</span></td></tr><tr style="height: 29.7969px;"><td style="height: 29.7969px;">**Due Date**</td><td style="height: 29.7969px;"><span class="ts0">Enter the Due date for the Task to be completed</span></td></tr><tr><td>**Assign To**</td><td><span class="ts0">Select the Technician that the Support Call is to be assigned to</span></td></tr><tr><td>**Status**</td><td><span class="ts0">Select the Support Call Status</span></td></tr></tbody></table>

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

<span class="ts0">Click the Problem Tab</span>

<span class="ts0">Enter the details of the problem or task that is required to be performed</span>

<span class="ts0">After clicking save you note that the notes typed will move to the right-hand side</span>

[![image.png](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/scaled-1680-/Y3rimage.png)](https://hugeerp10.co.za/hsofmanual/uploads/images/gallery/2024-01/Y3rimage.png)

<span class="ts0">And the date time and user who captured the note is logged</span>

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1428).png)

<span class="ts0"> </span><span class="ts0">Click the Feedback tab</span>

<span class="ts0">Enter details of the feedback that you wish to forward to the client</span>

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1429).png)

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

<span class="ts0">Once again, the note is moved to the right-hand side and logged with Time, date and user.</span>

<span class="ts0">If you wish to email the client feedback as well, you can click the Save and Send Button.</span>

<span class="ts0">This will email the Client and the Technician the notes captured.</span>

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1430).png)

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

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

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1431).png)

<span class="ts0">Creating a Time Log from Support Log Ticket</span>

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

<span class="ts0">The Technician can Search for the Support Ticket</span>

<span class="ts0">Debtor Module&gt; Interactions&gt; Support Log Ticket</span>

<span class="ts0">Enter the client name or date range or log number</span>

<span class="ts0">And click Search</span>

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1432).png)

<span class="ts0">Highlight (click Once) on the required Support log Ticket</span>

<span class="ts0">Click the Create Time Log Button</span>

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1433).png)

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

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1126).png)

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

![](https://hugeerp0.co.za/csp/webhelp/topics/images/image(1127).png)

<span class="ts0"> </span>1.<span class="ts0">Select the Agreement Contract</span>

2.<span class="ts0">Select the Task performed from the drop down</span>

3.<span class="ts0">Select the respective sub task</span>

4.<span class="ts0">Select the respective Billing Rate</span>

5.<span class="ts0">Capture details of the task performed</span>

<span class="ts0">check the time log date is correct</span>

1.<span class="ts0">Enter Time Started</span>

2.<span class="ts0">Enter the Time Ended</span>

<span class="ts0"> </span><span class="ts0">The time log can then be either printed or emailed to yourself and then forwarded to the client for signature and /or their records.</span>

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

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