Support Issue

The Support Issue and Quick Register of Support Issue pages enable you to log issues that need to be handled further within the organization. You can also use these pages to connect issues to contact references and IFS business objects, such as customers and parts, and to enter assign IDs and issue categories.

Use the Quick Register of Support Issue page to quickly enter the essential part of the issue, i.e., to make a note for further consideration.

Use the Support Issue page to update entries and exchange messages between partners, e.g., a customer and a sales representative.

A typical issue flow is as follows:

  1. An issue occurs, prompting a question about the issue.
  2. Either the questioner or someone from the help desk enters the question it in the Quick Register of Support Issue page.
  3. The issue is assigned to another person for follow-up. This person investigates the issue and enters a response in the Item Message field of the Support Issue page. This person also makes any necessary changes to the issue categories and, if appropriate, sends an e-mail to the questioner.
  4. The questioner responds using the Support Issue page, and the dialog continues until both parties are satisfied that the issue has been resolved. All messages between the two parties are visible in the Issue History field.
  5. If the resolution of the issue may be of wider interest, the issue can be transformed into a solution using the Support Solution page.