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- Priority Issues: An area in which customer service issues are entered, viewed, modified, or deleted.
- Comments: Displays all comments entered for a selected customer service priority issue. These can be individually viewed and edited. Selection of a priority issue in the list will display all comments made for it, with the most recent at the top of the list. As comments are entered for a specific customer service issue they are not included with a job’s comments and can only be viewed on the Priority Customer Service screen.
Procedures
Creating A Priority Customer Service Issue
- Click the Priority Issue list. A shadow will appear around the list to indicate it is selected.
- Click New. The General tab of the Priority Issue dialog will be displayed.
- Enter the details.
- Select the Notes tab.
- Enter notes, as required.
- Click OK. The dialog will close a priority customer service issue will be created.
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If the Create a Job Comment field on the Notes tab of the Priority Issue dialog is changed to Yes, the Production Comment dialog will be displayed after clicking OK. |
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| As this is a job comment, the details are displayed on the Comment Overview screen, not on the Priority Customer Service screen. Comments for a priority issue are entered separately. |
Creating A Priority Issue Comment
Each priority issue may have one or more comments added to it. Comments related to a priority issue are only displayed when a priority issue is first selected from the Priority Issue list.
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| Comments can only be created for existing priority customer service issues. |
- From the Priority list, select the required priority issue. Related comments will be displayed in the Comments list.
- Click the Comments list. A shadow will appear around the list to indicate it is selected.
- Click New. The Priority Customer Service Comment dialog will be displayed.
- Enter the details.
- Click OK. The dialog will close a priority customer service issue comment will be created.
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The General tab is used to enter basic details about the priority issue.
General Group
Field | Description |
|---|---|
Responsible Party | Party responsible for the priority issue. Click the Responsible Party popup button to select. |
Category | Category to which a priority issue belongs. Click the Category popup button to select. |
Client Contact | Client contact reporting the priority issue. Click the Client Contact popup button to select. |
Priority Issue Group
Field | Description |
|---|---|
Raised | Date the priority issue was raised. |
Start | Date a resolution for the priority issue will begin. |
Amount Group
Field | Description |
|---|---|
Forecast | Forecasted cost to resolve the priority issue. |
Actual | Actual cost to resolve the priority issue. |
Completion Group
Field | Description |
|---|---|
Forecast | Forecasted completion date for the priority issue. |
Actual | Actual completion date for the priority issue. |
Completed By | Person who completed the priority issue. Click the Completed By popup button to select. |
Signed Off | Date the priority issue was signed off. |
Priority Issue Dialog - Notes Tab
The Notes tab is used to enter notes about the priority issue.
Notes Group
Field | Description |
|---|---|
Issue Details | Description of the priority issue. |
Public Notes | Public notes description of the priority issue. |
Scope Group
Field | Description |
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Public Issue | Indicates whether the priority issue will visible to the public.
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Other Actions Group
Field | Description |
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Create a Job Comment | Indicates whether the priority issue will create a job comment.
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