Service & Support
69 guides in this area.
Guide types: How-to for a task, Business process for an end-to-end flow, Page reference for screen detail, Data reference for stored fields, and Troubleshooting for recovery steps.
BSuit ERP (69)
Masters (18)
- Agent GroupsPartially reviewed6 fields. Manage agent groups
- Business CalendarsPartially reviewed8 fields. Working-hours calendars used for SLA due-time calculation
- Canned ResponsesPartially reviewed5 fields. Manage canned responses
- CategoriesPartially reviewed7 fields. Manage ticket categories
- Change RequestsPartially reviewed17 fields, 3 reference. RFC and CAB approval workflow
- ChannelsPartially reviewed4 fields. Manage ticket channels
- Ci RelationshipsPartially reviewed4 fields. CMDB dependency graph — powers impact analysis
- Config ItemsPartially reviewed11 fields. CMDB — assets/services tickets are raised against
- Escalation RulesPartially reviewed14 fields. Manage escalation rules
- HolidaysPartially reviewed3 fields. Non-working dates excluded from SLA calculations
- Kb ArticlesPartially reviewed8 fields. Manage knowledge base content
- KedbPartially reviewed9 fields. KEDB — document known errors and workarounds
- PrioritiesPartially reviewed6 fields. Manage ticket priorities
- Service CatalogPartially reviewed12 fields. Requestable services (ITIL request fulfillment)
- Service ContractsPartially reviewed10 fields, 2 reference. Warranty / AMC / support-plan contracts and entitlements
- Sla PoliciesPartially reviewed11 fields. Manage SLA policies
- StatusesPartially reviewed7 fields. Manage ticket statuses
- WarrantiesPartially reviewed8 fields, 2 reference. Product/asset warranty coverage by serial number
Transactions (1)
- RmasPartially reviewed11 fields, 3 reference. Return merchandise authorizations and dispositions
Reports (1)
- ReportsPartially reviewedService desk performance metrics
Details and forms (1)
- Slug detailsPartially reviewedReference for Slug details in Service & Support.
Other pages (13)
- Agent Group MembersPartially reviewedManage agent group members
- Customer TicketsPartially reviewedExternal customer support tickets
- IncidentsPartially reviewedIncident tickets
- Internal TicketsPartially reviewedInternal IT and employee tickets
- My AssignedPartially reviewedReference for My Assigned in Service & Support.
- My TicketsPartially reviewedReference for My Tickets in Service & Support.
- ProblemsPartially reviewedProblem investigation and root cause analysis
- Service & SupportPartially reviewedInternal & customer tickets, SLA, escalations, knowledge base
- Service CatalogPartially reviewedRequest a service
- Ticket CommentsPartially reviewedManage ticket comments
- Ticket HistoryPartially reviewedView ticket change history
- Ticket Time EntriesPartially reviewedManage ticket time entries
- TicketsPartially reviewedReference for Tickets in Service & Support.
Articles and how-tos (2)
- Service and support: tickets, SLAs, changes and warrantiesPartially reviewedLog and resolve incidents and requests, meet SLAs, manage problems and change requests, and support customers through the portal.
- Getting started with Service & SupportPartially reviewedTicketing (incidents, problems, change requests), SLAs, and the agent-facing support console.
Data reference (33)
- AgentGroup — data referencePartially reviewed10 fields. All 10 fields BSuit stores for AgentGroup (Service & Support), with the record types they refer to.
- AgentGroupMember — data referencePartially reviewed7 fields, 1 reference. All 7 fields BSuit stores for AgentGroupMember (Service & Support), with the record types they refer to.
- CannedResponse — data referencePartially reviewed9 fields, 1 reference. All 9 fields BSuit stores for CannedResponse (Service & Support), with the record types they refer to.
- ChangeApproval — data referencePartially reviewed10 fields, 1 reference. All 10 fields BSuit stores for ChangeApproval (Service & Support), with the record types they refer to.
- CiRelationship — data referencePartially reviewed9 fields, 1 reference. All 9 fields BSuit stores for CiRelationship (Service & Support), with the record types they refer to.
- ConfigurationItem — data referencePartially reviewed16 fields, 1 reference. All 16 fields BSuit stores for ConfigurationItem (Service & Support), with the record types they refer to.
- EscalationRule — data referencePartially reviewed18 fields, 1 reference. All 18 fields BSuit stores for EscalationRule (Service & Support), with the record types they refer to.
- KBArticle — data referencePartially reviewed14 fields, 1 reference. All 14 fields BSuit stores for KBArticle (Service & Support), with the record types they refer to.
- KBCategory — data referencePartially reviewed10 fields, 1 reference. All 10 fields BSuit stores for KBCategory (Service & Support), with the record types they refer to.
- KnownErrorEntry — data referencePartially reviewed16 fields, 1 reference. All 16 fields BSuit stores for KnownErrorEntry (Service & Support), with the record types they refer to.
- ProblemIncidentLink — data referencePartially reviewed7 fields. All 7 fields BSuit stores for ProblemIncidentLink (Service & Support), with the record types they refer to.
- ServiceCatalogItem — data referencePartially reviewed17 fields, 3 reference. All 17 fields BSuit stores for ServiceCatalogItem (Service & Support), with the record types they refer to.
- SlaPolicy — data referencePartially reviewed15 fields, 1 reference. All 15 fields BSuit stores for SlaPolicy (Service & Support), with the record types they refer to.
- SsBusinessCalendar — data referencePartially reviewed12 fields. All 12 fields BSuit stores for SsBusinessCalendar (Service & Support), with the record types they refer to.
- SsChangeRequest — data referencePartially reviewed30 fields, 3 reference. All 30 fields BSuit stores for SsChangeRequest (Service & Support), with the record types they refer to.
- SsEntitlementUsage — data referencePartially reviewed10 fields, 2 reference. All 10 fields BSuit stores for SsEntitlementUsage (Service & Support), with the record types they refer to.
- SsHoliday — data referencePartially reviewed8 fields. All 8 fields BSuit stores for SsHoliday (Service & Support), with the record types they refer to.
- SsRma — data referencePartially reviewed25 fields, 4 reference. All 25 fields BSuit stores for SsRma (Service & Support), with the record types they refer to.
- SsRmaLine — data referencePartially reviewed11 fields. All 11 fields BSuit stores for SsRmaLine (Service & Support), with the record types they refer to.
- SsServiceContract — data referencePartially reviewed16 fields, 2 reference. All 16 fields BSuit stores for SsServiceContract (Service & Support), with the record types they refer to.
- SsWarranty — data referencePartially reviewed14 fields, 2 reference. All 14 fields BSuit stores for SsWarranty (Service & Support), with the record types they refer to.
- Ticket — data referencePartially reviewed47 fields, 6 reference. All 47 fields BSuit stores for Ticket (Service & Support), with the record types they refer to.
- TicketAttachment — data referencePartially reviewed10 fields, 1 reference. All 10 fields BSuit stores for TicketAttachment (Service & Support), with the record types they refer to.
- TicketCategory — data referencePartially reviewed11 fields, 1 reference. All 11 fields BSuit stores for TicketCategory (Service & Support), with the record types they refer to.
- TicketChannel — data referencePartially reviewed8 fields. All 8 fields BSuit stores for TicketChannel (Service & Support), with the record types they refer to.
- TicketComment — data referencePartially reviewed9 fields, 1 reference. All 9 fields BSuit stores for TicketComment (Service & Support), with the record types they refer to.
- TicketConfigurationItem — data referencePartially reviewed8 fields, 3 reference. All 8 fields BSuit stores for TicketConfigurationItem (Service & Support), with the record types they refer to.
- TicketHistory — data referencePartially reviewed9 fields, 1 reference. All 9 fields BSuit stores for TicketHistory (Service & Support), with the record types they refer to.
- TicketLink — data referencePartially reviewed8 fields. All 8 fields BSuit stores for TicketLink (Service & Support), with the record types they refer to.
- TicketPriority — data referencePartially reviewed10 fields. All 10 fields BSuit stores for TicketPriority (Service & Support), with the record types they refer to.
- TicketStatus — data referencePartially reviewed11 fields. All 11 fields BSuit stores for TicketStatus (Service & Support), with the record types they refer to.
- TicketTask — data referencePartially reviewed12 fields, 1 reference. All 12 fields BSuit stores for TicketTask (Service & Support), with the record types they refer to.
- TicketTimeEntry — data referencePartially reviewed10 fields, 1 reference. All 10 fields BSuit stores for TicketTimeEntry (Service & Support), with the record types they refer to.