Quick Start Guide

This category can be used to store information related to customer support cases, for example by customers calling in to a support hotline. As such, this category can also be used as a type of ticketing system if desired.

 

A few points to keep in mind with this category:

 

Customer Name – This is a free text field. The yellow highlighting indicates that it is a mandatory field. This means the field requires a value to be entered in order to save the document. This field also contains automatic links to other categories. This means that documents which share the same value for this field will be automatically linked across categories, making it easier to find related documents. This field is linked to the field Customer Name in the following categories:

 

•Customer Correspondence

•Customer Request

 

Ticket No. – This is a free text field.

 

Ticket Status - This is a keyword dictionary, a field which only allows users to select values from a pre-determined list. This field uses a pre-existing keyword dictionary called Service Ticket Status. Although the entries in this dictionary can be modified and added to, the default values are:

 

•New

•Open

•Escalate

•Closed

 

Ticket Priority - This is a keyword dictionary, a field which only allows users to select values from a pre-determined list. This field uses a pre-existing keyword dictionary called Ticket Priority. Although the entries in this dictionary can be modified and added to, the default values are:

 

•Critical

•High

•Medium

•Low

 

Notes – This is a free text field limited to 50 characters by default, but this can be increased. You can do this by right-clicking on the field box, selecting Properties, and changing the value for Length. The maximum value is 4,000 characters. If you increase the character limit, make sure you resize the box on the dialog accordingly so all entered text can be seen on the screen.