The Priority Customer Service screen is used to manage any customer service issues that may arise between the client and the enterprise during the course of the job. For each priority issue noted, individual comments may be entered. This ensures that all comments made for a customer service issue can be managed and records kept. As some customer service issues are managed externally, the importance of keeping accurate records is vital. The priority customer service management tool assists with these.

The Priority Customer Service screen contains two lists:

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.

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.

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.

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.

Priority Issue Dialog - General Tab

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
Public Issue	Indicates whether the priority issue will visible to the public. Yes (default): The priority issue will be available publicly. No: The priority issue will not be available publicly.

Field

Description

Public Issue

Indicates whether the priority issue will visible to the public.

Yes (default): The priority issue will be available publicly.
No: The priority issue will not be available publicly.

Other Actions Group

Field	Description
Create a Job Comment	Indicates whether the priority issue will create a job comment. No (default): The priority issue will not create a job comment. Yes: The priority issue will create a public comment. When OK is clicked, the Production Comment dialog will be displayed.

Field

Description

Create a Job Comment

Indicates whether the priority issue will create a job comment.

No (default): The priority issue will not create a job comment.
Yes: The priority issue will create a public comment. When OK is clicked, the Production Comment dialog will be displayed.

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