Managing 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 support issue that is used in the exercises below.

  1. Enter a support issue. Make sure the issue is assigned to your user.
  2. Set the status to Open.

General exercise for Entering Support Issue

Main Exercise

Purpose: The purpose of this lesson is to learn how work with the support issue.

Windows:
Support Issue

After some internal research, you find out that you need more information from the customer.

E-Mailing Support Issue

You will create an item message and send an e-mail to notify the customer that you need supplementary information.

  1. Open the Support Issue window and query for your support issue.
  2. Right-click and then click Send Mail to create a mail including all information available regarding the support issue.
  3. Enter your personal e-mail address in the To field.
  4. Add information stating that you will need information about the serial number of the part.
  5. Click Send.

Note: If you can access your personal mailbox, you should verify that you have received the mail.

Closing Support Issue

After receiving supplementary information from the customer, you conclude that the problem is isolated to a specific day. You can now close the support issue and notify the customer via e-mail.

  1. Open the Support Issue window and query for your support issue.
  2. Enter the information about the problem in the Item Message field.
  3. Change the status to Closed and save the issue.
  4. Right-click and then click Send Mail to create a mail including all information available regarding the support issue. Send this information to the customer. In this case, enter your personal e-mail address.