Support Tasks Overview

As a support engineer, most of your tasks involve installing new instruments at customer sites or resolving existing customer issues. FORMULATRIX uses TIGA to track customer issues and customer visits, which are called account visits.

Each issue must have its own customer case in TIGA, which is populated with case entries — one for each day spent attempting to resolve the case. The final case entry must include detail about how the case was resolved.

If you travel to a customer site for any reason, you must create an account visit and one or more travel entries — one entry per calendar day spent traveling. If two support engineers visit a customer site at the same time, each support engineer must create his or her own account visit, for a total of two account visit entries.

Related Topics:

• Creating Customer Cases

• Creating New Issues from Cases

• Scoring Installed Products

• Creating Account Visits

• Account Visit Travel Entries

• Creating Case Entries