Product Documentation

The first step when entering a new customer support issue is to select the customer name from the select list, understanding that the customer must have first been created, as detailed in the previous section. When a customer is selected from the list, the customer’s details are filled in on the screen as shown in the screenshot shown below.

Entering a new Customer Issue

Note that the customer details shown here will be stored as part of the customer issue record that is being generated.

After selecting the customer

Required Fields

The following fields are required in the standard distribution, although your administrator can change these easily:

• Customer – The name of the customer is selected from the list
• Source – The standard list is email, fax, phone, and other
• Category – The standard list is documentation, packaging and software
• Status – The process begins with New
• Assigned To – All issues must be assigned to a person to be progressed
• Title – All issues must be given a title.