Issues

Overview

Issues within Dataforce ASAP are a basic ticketing feature that allow for the creation and maintenance of tickets (issues).

Issues are created through an appointment-level correspondence, typically a complaint.

Once created, issues can have notes attached and send notification emails when escalated.

To view a job’s issues, select the Issues tab (blue) on any job.

Adding an issue

1. On the appointment, click on ‘Customer Correspondence’. To learn more about this, click here
2. Select the relevant correspondence type, and for reason, select complaint or compliance Issue from the drop down box
3. Another drop down box will appear next to the reason; here, you can select the type of issue which you can create from the List Lookup Menu
4. Select the Create Issue radio box to lodge the correspondence as an issue
5. Add a comment to describe the nature of the complaint and any other relevant information
6. Once completed, click Add Correspondence to finalize your changes

Updating an issue

1. Open a job.
2. From the navigation menu under job, select the Issues menu option.
3. Select an issue from the data grid.
4. Select one of the following actions.
   1. Add note.
   2. Set status to unresolved.

   3. Set status to resolved.

      

   4. Escalate (escalating an issue will both set the status to escalated and send a notification email to the customer).

      

Where to Next?