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Support Request & Technical Ticketing

Support Request & Technical Ticketing

Support Request & Technical Ticketing - User Guide

1. Introduction 🏁🆘

Clear and tracked communication is essential for maintaining a high-performance ERP environment. The Support Request module is an integrated ticketing system that allows you to communicate directly with your technical support team (erpcrew). Instead of relying on disconnected emails or phone calls, you can document issues, request new features, or ask for operational help directly within the software, ensuring that your requests are never lost and always tracked for resolution.

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Purpose of this Utility:

  • Issue Tracking: Log system bugs or data discrepancies and monitor their progress toward resolution.
  • Feature Advocacy: Formally request new reports or functional improvements for your department.
  • Knowledge Collaboration: Ask for help with complex transactions and receive documented guidance.

This module is essential for Department Heads, System Users, and IT Administrators.

2. Key Reporting Metrics 🚀

A. Dedicated Ticketing

The system assigns a unique Request No to every entry.

  • Subject: A concise title describing the issue (e.g., “Bank Reco Error” or “Missing Unit of Measure”).
  • Type: Categorize your request as a Bug (System error), Feature (New request), or Query (How-to question).
  • Status: Monitor the progress as the request moves from “Open” to “In-Progress” and finally “Closed” or “Resolved.”

B. Account & Project Isolation

  • Privacy for Units: Standard users only see support requests related to their specific manufacturing unit or branch.
  • Consolidated Support: The erpcrew (support team) has a centralized “Global Dashboard” to see all requests and export them for project planning and reporting.

3. The Resolution Workflow 🛠ī¸

  1. Creation: Use the “Create New” feature to log a ticket. Include a clear subject and a detailed description of the issue.
  2. Assignment: The support team categorizes the ticket and begins the technical investigation.
  3. Communication: Track the “Status” of the ticket. If additional information is needed, the support team will update the notes.
  4. Closure: Once the issue is resolved or the feature is deployed, the ticket is marked as “Closed.”

4. Understanding Global Indicators 📊

  • Request No: The unique tracking ID (e.g., 2023-SR-045).
  • Type Name: The classification (Bug / Feature / Query / Issue).
  • Performed Date: The submission timestamp (dd-MMM-yy).
  • Status Name: The current stage of the ticket (Open/In-Progress/Resolved).

5. Source Transactions 🔄

The ticketing engine interacts with:

  1. Support Request Master: The primary source table for all system tickets.
  2. User Identity Master: Links the ticket to the specific person who reported it.
  3. Project Master (Internal): Categorizes requests across different implementation phases or ERP branches.

6. Best Practices / Tips 💡

  • The “Clear Subject” Rule: Always use a descriptive subject line. Instead of saying “It’s not working,” use “Duplicate entry error in Purchase Invoice.” This helps the technical team prioritize your request much faster.
  • Attach Specifics: If an error occurs on a specific document, include its number (e.g., “Error on Bill No 45”) in the support request subject.
  • Monitor Your Status: Check the Support Request List once a day. If a ticket is marked as “Waiting for User Input,” provide the requested information to ensure the resolution isn’t delayed.
  • Export for IT Meetings: If your organization has weekly IT review meetings, use the Export to Excel feature to review all “Open” issues together.
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