Support

Issue tracking with Service Level Agreements, issue types, priorities and warranty claims.

Post-sales service: Issue, Service Level Agreement, Warranty Claim.

What it does

Support turns inbound customer problems into tracked Issues. Each Issue carries a type, a priority and a customer, and a Service Level Agreement computes its response-by and resolution-by targets from working hours and holidays — then flags the Issue when either is missed. Warranty Claim covers serial-numbered items still under warranty or AMC.

Key features

Issue — status, type, priority, customer/contact, and first-response and resolution timestamps.
Service Level Agreement — per-priority response and resolution targets, support and holiday schedules, and pause conditions.
Priority and type masters — Issue Priority and Issue Type drive both routing and SLA selection.
Warranty Claim — serial-number-based claims against warranty or AMC expiry dates.
Email integration — issues raised and threaded directly from an inbound support mailbox.

Entity relationships

Each diagram below is one connected cluster of entities. Edges are labelled with the fieldname that carries them — see relationship notation for how to read the crow’s feet.

Issue

Issue is the support case hub, linking the customer query to its type, priority, service-level agreement, and warranty context.

Document composition

Parent documents and the child tables they own.

Parent	Table field	Child table	Req
Service Level Agreement	`pause_sla_on`	Pause SLA On Status
Service Level Agreement	`priorities`	Service Level Priority	yes
Service Level Agreement	`sla_fulfilled_on`	SLA Fulfilled On Status	yes
Service Level Agreement	`support_and_resolution`	Service Day	yes

Entity reference

Masters

5 entities — reference data with an independent lifecycle.

Child tables

4 entities — row sets owned by exactly one parent document.

CRM

Lead, Opportunity, Campaign and Contract — the pre-sales funnel that feeds Quotation and Customer.

Maintenance

Maintenance Schedule and Maintenance Visit — planned and actual servicing of items sold to customers.

Selling

Customer, Quotation and Sales Order — the order-to-cash chain up to the point a Delivery Note or Sales Invoice is raised.

Look it up

Complete relationship index

Every Link and Table field in scope, sorted by source entity.

Alphabetical entity index

All 448 entities with kind, module, naming rule and reference counts.