Contents of the Support Issues Screen

Use the fields and options to configure the Support Issues screen.

Contents

Field	Description
Key	This field displays the identification number that is automatically generated when you create a new support issue.
Status	Select an option from the drop-down list to specify the status of this support issue: New: This is the default state when you create a new support issue. Confirmed: Select this option to indicate that this support issue has been confirmed. Incomplete: Select this option to indicate that this support issue is unclear and needs additional information. Rejected: Select this option to indicate that this support issue is invalid and has been rejected. Submitted: This status displays when this support issue has been submitted to Deltek. Fixed: Select this option to indicate that this support issue has been fixed. Closed: Select this option to indicate that this support issue is no longer valid.
Created	This field displays the date and time when this support issue was created.
Source	This field displays the source of this issue, which can be one of the following: System Error: This support issue was created from the System Error screen. Application Screen: This support issue was created from the application screen via the Help Menu. Support Issues Screen: This support issue was created via this screen as a new record.
Summary	Use this field to enter a brief description for this support issue.
Closed	This field displays the date and time when this support issue was closed.
Diagnostic Image Request Status	Use this field to indicate whether or not to require a Costpoint diagnostic image after you save this support issue. Image creation is a durable and complex process and is not started immediately. The image creation is delegated to a delayed background process. After this support case is created, this field displays the status of the image creation process. If this support case is a result of a system error, Costpoint automatically requires the generation of the diagnostic image. Not Required: Select this option to indicate that the diagnostic image is not required for this support issue. Requested: This status indicates that the diagnostic image has already been requested for this support issue and the generation will start on the next iteration of the background process. Request New: Select this option to request a new diagnostic image generation for this support issue. Generation Pending: This status indicates that the diagnostic image is being created for this support issue. Image Completed: This status indicates that the diagnostic image has been created and attached to this support issue.
System	This field displays the system used when the issue/error was encountered.
Modified	This field displays the date and time when this support issue was last modified.
Company	This field displays the company to which this support issue is associated.
User ID	This field displays the user ID of the individual who created this support issue.
Application	Enter, or click to select, the application where you encountered an issue/error. The application name displays on the adjacent field.
Result Set	Enter, or click to select, the result set associated with the application. The result set name displays on the adjacent field.
Detail	Use this field to define the issue/error in more detail.
Discussion Thread	This field displays the updates made for this support issue.
Additional Information	Enter additional information in this field when you modify a support issue that has been submitted to Deltek Customer Care. Click the Update Case button to save it. When you save this support issue, it will be added to the Discussion Thread field. Note: This field is disabled when you are adding a new support issue.

Deltek Customer Care

Use the fields in this group box to submit this case to Deltek Customer Care.

Field	Description
Severity Level	Select the level of severity for this support issue from the drop-down list: S4-General S3-Elevated S2-Critical S1-Mission Critical
Case No	If you forwarded this support issue to Deltek Customer Care, this field displays the case number assigned to it.
Submit Case	Click this button to forward this support issue to Deltek Customer Care. A message displays with the Deltek Customer Care case number. Note: You cannot use the Submit Case button if the Severity Level is not set. When the support issue has been submitted to Deltek Customer Care, only the Additional Information, Diagnostic Image Request Status, and Severity Level fields and the Attachments subtask are enabled. Also, the Submit Case button label becomes Update Case.
Update Case	Click this button after you enter additional information and add attachments. This button updates the corresponding record in Deltek Customer Care. Note: This button only displays when you modify an existing support issue.
Get Case Info	Click this button to get the latest information from Deltek Customer Care for this case such as values in the Status, Discussion Thread, Submitted to Deltek CC, and Severity Level fields.
Status	This field displays the status of this support issue in Deltek Customer Care.

Subtask

Subtask	Description
Attachments	Click this link to open the Attachments subtask and attach a supporting document to the support case.