Customer Support

If you are tracking particular serialized systems, use the Customer Support (CSI) page to capture a detailed history for each piece of equipment. This history may include customer contact information, installation details, reported incidents, operating time and the current status of the system.

Creating CSI Records

If you have permissions to create a new customer support record, choose Home > Create > Customer Support.

If the CSI wizard is enabled, the page will either display all fields in a single form or a wizard that prompts you to enter data one step at a time. To toggle the display, choose Use CSI Wizard or Use Single Form .

After you have entered all required fields (highlighted with red boxes), choose Home > CSI > Create to save the new record.

Note: New in Version 2021, you can subscribe to receive e-mail notifications whenever an incident, problem, project or CSI record is updated. See Getting Notified when Records Are Updated for more information.

CSI Records and Entities

If your implementation has more than one entity, the fields and options may be configured differently in each. When applicable, a drop-down list at the top of the page allows you to select which entity is currently active before you create a new record.

Areas and Fields

The fields that are displayed on the CSI page depend on the configurable settings for the entity. They are organized as follows:

• Customer Support Summary - unit commissioning information that has been defined for the current CSI. This summary is displayed after the CSI record has been created. (See Customer Support Summary Area.)
• Customer/Location Information - information about the customer who owns the unit and the location where it is installed. (See Customer/Location Information Area.)
• Warranty Information - initial and extended warranty information for the unit. (See Warranty Information Area.)
• Incident History - table listing the incidents, if any, that have been reported for the serialized system. Click Create Incident to create a new record, or click a record ID to view the full details for that incident.
• Installation Details - information about the specific installation of the serialized unit. (See Installation Details Area.)
• Replaced Parts - table showing the parts that were replaced in the last 90 days (or another time frame, depending on the configurable settings). The Replaced Parts table will only be visible if parts have been replaced.
• Accessories - If enabled for the current entity, an Accessories field allows you to specify additional parts that were installed with this particular serialized system. The drop-down list shows the accessory parts that have been defined in all the customer support records in the current entity. To define a new accessory part, click Add  .

Closing a CSI Record

A CSI record is effectively "closed" when its Decommission Date is set.