table of incidences?

eli.vidal

sorry, but my english is not good...

I would like to know if Navision 4,0 has some site where it keeps
something as well as cases of support, support incidences, attention to the client...

I explain myself: what I want to know is if there is some site in Navision where the commentaries can be registered somehow calls an uncle to
you for decirte...

man: "this does not go to me...".
I: "you have done this..."
man: "yes..."
I: "I ask the tecnic..."
...
man: "it already works to me, thanks "

Here there are titles, commentaries, users who ask, users who respond, dates of the commentaries... interventions, performances...
This, more or less, he is those that would be a case of support...


There is some site in Navision where is possible to be put the cases
of support?

These cases can (if there is, clear) to assign to technicians, employees?

These cases escalate or they are transferred between employees?

thank you very much and regards
eli

kine

Sorry, which module you are using for that? Service module?

eli.vidal

I want to know which module I have to use for that, and which table it uses.

thanks
eli

kine

Of course, it will be not so easy like "use this module". For you, it seems that you will need service module (you can create contracts, there is some part about the Service Orders, Service order dispatchboard (which technician will do which order etc.), track serviced items, use Fault Reason Codes, Resolution and Symptoms codes, Fault / Resolution codes Relationships etc. Of course, it seems that some customization will be needed too.

Answer for questionabout "which table" is not simple. Because you have for example comments about Faults, Resolution, Internals, Accessories for each order line (for each serviced item), you can use this comments to track the communication... etc. It need more analysis to say what and how you can use for your purpose...

eli.vidal

any other idea :-k ?

thanks
eli

Pablo

Maybe you can use the Troubleshooting, it is also at the service module.

There you can set up questions in the products to help to technicians to solve problems. But it is previous to the problems.