Masters
Support masters — 5 entities with their key fields and relationships.
Reference data with an independent lifecycle: created once, referenced many times.
5 entities in Support.
Issue
Records a Customer or internal support query and tracks its status, ownership, priority, and SLA response.
Naming: Naming Series · 46 fields · 2 inbound refs
Key fields
| Field | Type | Req | Label |
|---|---|---|---|
naming_series |
Select | Series | |
subject |
Data | yes | Subject |
raised_by |
Data | Raised By (Email) | |
status |
Select | Status | |
customer_name |
Data | Customer Name | |
avg_response_time |
Duration | Average Response Time | |
first_response_time |
Duration | First Response Time |
Relationships
| Field | Type | References | Req |
|---|---|---|---|
company |
Link | Company | |
contact |
Link | Contact (fw) | |
customer |
Link | Customer | |
email_account |
Link | Email Account (fw) | |
issue_split_from |
Link | Issue | |
issue_type |
Link | Issue Type | |
lead |
Link | Lead | |
priority |
Link | Issue Priority | |
project |
Link | Project | |
service_level_agreement |
Link | Service Level Agreement |
Issue Priority
Defines a reusable priority classification for Issues.
Naming: user prompt · 1 fields · 3 inbound refs
Relationships
No outgoing relationships.
Issue Type
Defines a reusable category for classifying Issues.
Naming: user prompt · 1 fields · 1 inbound ref
Relationships
No outgoing relationships.
Service Level Agreement
Defines response and resolution targets by Issue priority, together with support hours and pause or fulfilment statuses.
Naming: format SLA-{document_type}-{service_level} · 25 fields · 1 inbound ref
Key fields
| Field | Type | Req | Label |
|---|---|---|---|
service_level |
Data | yes | Service Level Name |
Relationships
| Field | Type | References | Req |
|---|---|---|---|
default_priority |
Link | Issue Priority | |
document_type |
Link | DocType (fw) | yes |
holiday_list |
Link | Holiday List | yes |
pause_sla_on |
Table | Pause SLA On Status | |
priorities |
Table | Service Level Priority | yes |
sla_fulfilled_on |
Table | SLA Fulfilled On Status | yes |
support_and_resolution |
Table | Service Day | yes |
entity |
Dynamic Link | resolved via entity_type |
Warranty Claim
Records a Customer’s claim for repair or replacement of an Item within its warranty period.
Naming: Naming Series · 38 fields · 1 inbound ref
Key fields
| Field | Type | Req | Label |
|---|---|---|---|
naming_series |
Select | yes | Series |
status |
Select | yes | Status |
complaint_date |
Date | yes | Issue Date |
customer_name |
Data | Customer Name |
Relationships
| Field | Type | References | Req |
|---|---|---|---|
amended_from |
Link | Warranty Claim | |
company |
Link | Company | yes |
contact_person |
Link | Contact (fw) | |
customer |
Link | Customer | yes |
customer_address |
Link | Address (fw) | |
customer_group |
Link | Customer Group | |
item_code |
Link | Item | |
resolved_by |
Link | User (fw) | |
serial_no |
Link | Serial No | |
territory |
Link | Territory |