ERP END-USER SUPPORT CHECKLIST

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--- INITIAL ISSUE LOGGING & TRIAGE ---
[ ] Describe the Issue
[ ] Module Affected (Finance, Sales, Inventory, HR, Manufacturing, Other)
[ ] Severity Level (Critical - System Down, High - Significant Impact, Medium - Moderate Impact, Low - Minor Inconvenience)
[ ] Number of Users Affected (Estimate)
[ ] Date Issue Started
[ ] Time Issue Started (Approximate)

--- TROUBLESHOOTING & RESOLUTION ---
[ ] Describe the User's Reported Issue
[ ] Module Affected (e.g., Finance, HR, Inventory) (Finance, HR, Inventory, Sales, Manufacturing, Other)
[ ] Error Code (if applicable)
[ ] Steps Taken for Troubleshooting
[ ] Resolution Status (Resolved, Workaround Applied, Deferred, Requires Development Fix)
[ ] Detailed Resolution Description
[ ] Resolution Date
[ ] Resolution Time

--- KNOWLEDGE BASE & SELF-SERVICE ---
[ ] Link to Main Knowledge Base
[ ] Link to FAQ Section
[ ] Did the KB article resolve your issue? (Yes, No, Partially)
[ ] Article Rating (1-5)
[ ] Related Keywords for Article Search (Navigation, Reporting, Invoicing, Inventory, User Management)
[ ] Suggestion for Knowledge Base Improvement

--- ESCALATION PROCEDURES ---
[ ] Issue Severity Level (Low, Medium, High, Critical)
[ ] Initial Support Tier (Tier 1, Tier 1.5, Tier 2)
[ ] Detailed Description of Escalation Reason
[ ] Escalation Route (Functional Team Lead, Technical Support Team, ERP Administrator)
[ ] Estimated Resolution Time (Hours)
[ ] Escalation Date
[ ] Escalation Time

--- COMMUNICATION & FOLLOW-UP ---
[ ] Initial Contact Date
[ ] Time of Initial Contact
[ ] Communication Method (e.g., Email, Phone, Chat)
[ ] Summary of Initial Communication with User
[ ] User Communication Preference (Email, Phone, Chat, Other)
[ ] Date of Last Update Sent to User
[ ] Details of Updates Provided to User
[ ] User Acknowledgment of Resolution (Acknowledged, Pending, Not Contactable)
[ ] Number of Follow-up Communications

--- SYSTEM ACCESS & PERMISSIONS ---
[ ] Username
[ ] User ID
[ ] Access Level (Read Only, Basic User, Advanced User, Administrator)
[ ] Module Access (Finance, Sales, Inventory, Manufacturing, HR)
[ ] Last Password Reset Date
[ ] Password Expiration Time
[ ] Justification for Elevated Permissions (if applicable)

--- REPORTING & ANALYTICS ---
[ ] Total Support Tickets Received
[ ] Tickets Resolved Within SLA
[ ] Average Resolution Time (hours)
[ ] First Contact Resolution Rate (%)
[ ] Primary Issue Category (System Error, Access Issue, Process Question, Report Issue, Other)
[ ] Reporting Period End Date
[ ] Summary of Key Trends & Observations

--- TRAINING & DOCUMENTATION ---
[ ] Training Material Availability
[ ] Training Delivery Method (Online, In-Person, Blended)
[ ] Number of Training Sessions Offered
[ ] Training Manual (PDF)
[ ] Topics Covered in Training (Module Configuration, Data Entry, Reporting, Workflow Management)
[ ] Last Training Material Update Date

--- POST-RESOLUTION VERIFICATION ---
[ ] Resolution Time (Minutes)
[ ] Issue Severity (Post-Resolution) (Low, Medium, High, N/A)
[ ] User Comments/Feedback
[ ] Was the resolution satisfactory? (Yes, No, Partially)
[ ] Number of attempts to resolve issue

--- CONTINUOUS IMPROVEMENT ---
[ ] Summary of User Feedback Received
[ ] Average Resolution Time (Last Month)
[ ] Number of Escalations (Last Month)
[ ] Most Common Issue Category (System Errors, Data Entry, Reporting, Access Issues, Training)
[ ] Date of Last Process Review
[ ] Proposed Actions for Improvement
[ ] Areas for Training Enhancement (Data Entry, Reporting, System Navigation, Security Protocols)

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