Editing Support Issue—Exercises

IMPORTANT
It is extremely important that you set up and work within your own site to maintain your data integrity. If you work within any other site, you will compromise your own exercise data as well as the data of other students. Predictable exercise results require that your data be isolated in your own site.

Basic Data Setup

Entering Support Center User

Purpose: The purpose of this exercise is to set up your user as a support center user in order to run this particular functionality.

Windows:
Support Center Basic Data /Persons

  1. Query for your user in the Support Center Basic Data/Persons window.
  2. Enter your user as a support center user and save.

General exercise for Entering Support Center User

Required Data

Entering Support Issue

Purpose: The purpose of this exercise is to enter the required data that is used in the exercises below.

  1. Enter a new support issue and remember the issue ID.

General exercise for Entering Support Issue

Main Exercise

Purpose: The purpose of this lesson is to edit and change the information of an existing support issue.

Windows:
Support Issue

Editing Support Issue

  1. Open the Support Issue window and query for your support issue.
  2. Assign the support issue to another user and save. Note the information in the Issue History field. Reassign the issue to your user.
  3. Change the priority of the support issue and add information in the Item Message field.
  4. Save your changes.

Changing Issue History

  1. Open the Support Issue window and query for your edited support issue.
  2. Right-click and then click Support Issue Items.
  3. The messages in which you assigned the issue to another user and reassigned back to yourself should not be visible. To view the messages, clear the Show Msg check box.
  4. Add more information to your last item message, and save your changes.
  5. Return to the Support Issue window and repopulate your support issue. What happened to the issue history?