Technical issue can be used when:

A customer have an issue with one of his component and call the call center for assistance that is when a call operator will record a technical issue in ERP.
Pulse system is down and Shop managers or Retail Supervisors are unable to process certain tasks, One of which is recording a technical issue (swap).

When a customer calls the call center a call operator record technical issue and troubleshoot with the customer:

When it is an issue that can be handled and the call operator manage to resolve it, he close the ticket right away by clicking the Resolved Button.
when the customer's component needs a Replacement, the call operator creates a ticket that will be sent to the shop.

Browser not supported