Elementool Support Manager
How to view and edit support calls :
	To view and edit support calls you should login your Elementool account as Support or Admin group member. Only Support or Admin group members are allowed to edit support calls. There are two ways in which you can view a support call:
	1. If you know the support call's issue number, click on the View Issue option in the control bar that is displayed on the top of the window. Type the support call number in the View Issue Details window and click the Display button. The support call's details will be displayed in the View Issue Details window.
	2. If you don't know the support call's issue number, click the Issue Report option in the control bar on the top of the window. Select the desired report categories in the Issue Report Menu (for example: display a report of Open calls that are assigned to you) and click the Display Report button. An Issue Report will display all the relevant records according to the categories selected in the Issue Report Menu. To view a specific Issue from the report click on the Issue number and a View Issue Details window will be opened, displaying the details of the selected Issue.
	To edit the support call's details, type all changes you have in the View Issue Details window and click the Update button.
How to reply to support calls:
	To reply to support call you should login your Elementool account as Support or Admin group member, and follow these steps:
	1. Use the View Issue Details page to display the support call's details.
	2. Click the Reply button on the View Issue Details page. A Send Reply page will be displayed once the Reply button is clicked.
	3. Fill in the reply details on the Send Reply page and click the Send button. The reply will be sent and a confirmation page with the reply's number will be displayed. You can click on the reply's number to view the details of the reply you have just sent.
How to view replies that were sent to the customers :
	The replies that were sent to the customers can be viewed using the View Issue Details page. In this page, for each customer support call, a list of all its replies is displayed. To view replies to a specific call follow these steps:
	1. Use the View Issue Details page to display the support call details.
	2. A list of all replies to the specific support call is displayed on the bottom of the page. Click the reply number and a page with the reply details will be displayed.
How to transform a support call into a bug:
	If a support call should be displayed as a bug in your Elementool account, you can transform it from a support call into a bug. To transform a support call into a bug follow these steps:
	1. Use the View Issue Details page to display the support call details.
	2. Change the support call status to Open bug status. Update all other details for this Issue (for example: assign this bug to someone to fix) and click the Update button. The support call will be saved and displayed in the Elementool as a bug.