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.