Getting Started With Issue Management
When you use the Support Management feature, you can improve your customer support offerings by enabling and setting up the Issue Management feature.
Setting up this feature requires the Issue Administrator role to customize the selections that can be made on issue records. They must also set up the workflow process of issue resolution for your company.
Some steps require the account Administrator role, such as enabling the feature and giving employees access to issues.
To get started with Issue Management:
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Enable the feature at Setup > Company > Setup Tasks > Enable Features.
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Note:
This can only be done with the Administrator role.
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Set issue management preferences at Issues > Setup > Issue Preferences. For more information, see Setting Issue Management Preferences.
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Customize and add to the following lists:
If you are not yet sure how to customize these lists, you can edit them after using the feature with the default lists.
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Set up product records with modules, versions, and builds at Issues > Setup > Products. For more information, see Working with Products and Modules.
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Create or edit the issue role types that define how employees with different responsibilities handle issues and the default settings for issue records. For more information, see Creating Issue Role Types.
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Give employees access to issue records in one of two ways:
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Assign the issue role types to roles already used by the employees at Setup > Users/Roles > User Management > Manage Roles.
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Assign the issue user roles to employees on employee records at Lists > Employees > Employees.
Note:This requires the Administrator role.
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Create employee groups from lists at Issues > Relationships > Groups > New. Set up groups of people for the following purposes:
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Product Team groups - Can be selected in the Product Team field on issues. Product teams designate who is responsible for resolving an issue. Members of this team are emailed when an issue is first entered so that everyone is aware of the problem.
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Functional Team groups – Can be emailed copies of the issue from the Communication subtab on issue records. You may want to check this box for all product team groups. Then, create additional function team groups for other teams you want to email.
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Issue Role – When you select a role that corresponds to the role of this group's members, this group can be assigned to issues.
For more information, see Creating Employee Groups for Issues.
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Customize the email notification your employees and customers receive when issues are created or updated. For more information, see Customizing Issue Notification Email.
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Create issue tags to set constant keywords for issues at Setup > Support > Issues > Issue Tags. For more information, see Setting Up Issue Tags.
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Create and edit issue statuses at Setup > Issues > Setup Tasks > Issue Statuses. For more information, see Setting Up Issue Statuses.
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Create and edit external issue statuses at Setup > Issues > Setup Tasks > Issue External Statuses. Customers can see these statuses in the Customer Center when you allow access. For more information, see Creating an Issue External Status.
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To set how issues move through the resolution process. Creating an Issue External Status
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Go to Issues > Setup > Manage Status Transitions. For more information, see Managing Issue Status Transitions.
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For example, you may not want to allow an issue that has been set to In Progress to be changed back to Submitted. In the In Progress row, you would check the boxes in every column except the Submitted column.
If you edit or create issue statuses after setting this page, you must return to this page to reset the status workflow.
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Set your individual preferences for issue email notification at Home > Set Preferences. On the General subtab, set the Default Issue Email Notification and Notify Me Upon Issue Assignment fields.