The technical issue can be used when:

A customer has an issue with one of his components and calls 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 troubleshoots with the customer:

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

The technical issues can also be recorded through CRM where the call center supervisor or the call center Manager can record it.

Component with Issue : You must select the component with the issue first. You can find this in the drop-down menu

Select Issue Symptom on the dropdown menu
Select Issue Case, based on Symptom on the dropdown menu (drop-down menu will appear after selecting on the issue symptom)
Add comment base on the issue
Select on Technician expected actions, as the technician did to test the product
Select the date when it first-time notice
Select on the dropdown what Tools used to assist diagnosis
Below we can see the red button Download Flow Chart to assist in the diagnosis.
Click replacement in shop if the parts need to replace

Now you will notice that the replacement is now recorded in Technical issues
Select to the recorded technical issue then click record product replacement/collection done when its DONE

check the detail if its all good and correct. other wise cancel replacement.

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