This tab provides a text field where you enter the specific details of the customer issue. The field is entitled Description.
Customer Issues Details Tab
This tab is where you may enter comments in a log form. Each time you enter any information here and update the issue, the text is added to a log. You may always add more information to this field, but you cannot change previously entered text.
Customer Issues Comments/Activities Tab
If you handle RMA’s (return merchandise authorizations) then this tab allows you to enter the appropriate details, such as the RMA Number, the date of the transaction, the date when the return goods are received and the date when the new goods are shipped.
Customer Issues RMA Tab
Relationship groups have been implemented as discussed in a following section of this guide. There is a Parent Bug ID field. When you provide an entry in this field, a new field named Related Issues becomes visible, and all related issues are shown in this field. You can click on any issue in this new field, to display the related issue in a new window.
You may enter any number of keywords in the Search for Similar Issues field, and then press the link button to the right of the field. The result of this action is to produce a Quicklist report, displaying all other issues, for the same product, which contain the keywords in your field. This allows you to make certain you are not adding a duplicate issue, or allows you to make decisions about relating issues together when you are adding or updating an issue.
Customer Issues Related Issues/Defects Tab
This area is populated automatically from the Customer record, with the information about the contract number and dates. The fields are populated in a similar fashion to the phone number, address and email address, in that they will be read-only, and can only be edited from the customer record. However, this gives you instant visibility of the contract details without having to go to the customer record. Note that the contract details in force will be stored as part of the customer issue.
Customer Issues Contracts Tab
