Minimum Version Required: 22.01
Steps
How to Make a Support Task
1. If you are logged into your Encompass Site, search and click Support Home with Online Help under Dashboards
2. Click the Go to Support tile
3. Once you are logged, the system should take you by default to the Support Dashboard
NOTE: In this dashboard, you can create a New Task and you can View or Update an existing task
4. Click on Create a Task
5. On the first box, provide a brief description of the problem then on the second box add the details of the problem or questions. You can add links, Invoice Numbers, Purchase numbers, etc. to easily locate and check the problem and its examples
6. Add the Business Impact of the task created and you can attach additional details like photos and videos. Once done, click Submit. The task status will be under Submit for Follow Up
Business Impact:
5 (Low): A request for a new feature or an explanation of product functionality
4 (Minor): An error that causes minor impact; impacting only one user
3 (Normal): An error that causes partial or non-critical loss of functionality. This has a limited business impact, where a small number of users are affected
2 (Major): A critical component of the application is unavailable or not functioning as designed. There is a major impact on portions of your business operations and no reasonable workaround exists
1 (Critical): An error that causes downtime or functioning at a significantly reduced capacity. This severely impacts your business operations and no procedural workaround exists
How to View or Update an Existing Task
1. Click on View or Update an Existing Task
2. You can search for the task using the Task ID or if the task is already showing click on the Arrow Icon to view it
3. You will see the task details and the progress of the task. If you want to add a task detail, click on Add Task Details
4. You can add details such as the Reproductions steps taken, Expected behavior, and Actual behavior. You can also attach a file if necessary
5. Once done adding the details, click on Save Changes
Fields And Definitions
Task - This consists of the Title of the task
Assign to - The name of the person to whom the task is assigned
Objective Type - This is the kind of Objective being worked on with the most common being: Feature Request, How To, Bug
Feature - This lists the Solution (the Team) Application and the Feature within that Application
Status:
Follow up: The customer is waiting on Support to begin working on this task
Assigned: Assigned to a user and being worked on
Upgrade Pending: For Bugs and Features, the issue is fixed and the Customer is awaiting an upgrade
Confirmation Needed: Work has been done and needs to be confirmed with the Customer
Resolved: Solution has been provided for the Customer
Objective Type:
How To: General question about the system
Service Request: Ask Encompass Support to help you do something
Feature Request: Request for a change in behavior to the system
Bug: Issue with the system not behaving as expected