In Aptify's Case Management application, a Case is a specific report from a customer. However, often many customers experience the same problem or submit the same request. These general problems and requests that can be reported by any customer are stored as Issues in Aptify.
This chapter describes how to create issues to track common problems and requests from customers. Users can link a case to one or more issues on the Related Issues tab of a Cases record (see "Specifying Related Issues" for more information).
This chapter contains the following sections:
- Creating Issues: This section describes how to create new issues in Aptify.
- Processing and Closing Issues: This section describes how to process issues as they move through the applicable stages towards resolution.
- Issue Reports: This section describes the Crystal Reports provided for the Issues service by Aptify.
- Bug Report: This report consolidates information about a set of issues in a tabular format.
- Support Issues by Client: This report displays information about the clients who have submitted cases linked to a set of issues.
- Support Issues: This report displays information about Issues and the Cases linked to those Issues in a tabular format.