You can use items on the Calls menu to perform various actions surrounding calls and collect information. The following tables provide you with an overview of the menu items and actions that can be run here.
|
Menu |
Menu item |
Description |
|---|---|---|
|
Calls |
| |
|
|
Here you can create new calls. | |
|
|
Here you can display all the calls. | |
To open the New Call page go to Calls > New Call.
On the New Call page, submit a new call.
To record issues that can have different causes, you can create calls. For example, a call can be added for an identity who reports a issue or for products with specific terms of contract. Even devices or the workdesk associated with the problematic device, can be included when adding a call.
You can enter the following information:
|
Property |
Description |
|---|---|
|
Description |
Enter a detailed description of the issue. |
|
Product |
Select the product involved in this issue. |
|
Severity |
Select how serious the issue is. |
|
Cost center |
Click Assign/Change and then select a cost center. |
|
Additional staff |
Click Assign/Change, and then select an identity as an additional contact person. |
To open the Call History page go to Calls > Call History.
On the Call History page, you can display and edit all existing calls and their details.
The following tables give you an overview of the various features and content on the Call History page.
|
Control |
Description |
|---|---|
|
Display calls |
This view allows you to control which calls are displayed:
|
|
Control |
Description |
|---|---|
|
Main data tab | |
|
Severity |
Select how serious the issue is. |
|
Description |
Add or change the issue's description here if necessary. |
|
Last action |
Shows you a description of the last action taken for this call. You can edit this action description. |
|
Product |
Select the product involved in this issue. |
|
Add a comment |
Enter a comment about the call. For example, you can specify what actions will be taken to correct the issue. |
|
Save |
Use this button to save your changes to the call. |
|
Attachments tab | |
|
Choose file |
Use this button to attach a file to this call (for example, a screenshot). |
|
|
Use this button to delete the attachment from the corresponding row. |
|
Column |
Description |
|---|---|
|
Display |
Shows you the call number and the creation date of the call. |
|
Description |
Shows you the description of the issue. |
|
Call status |
Shows you the call is progressing |
|
Reported by |
Shows you which identity submitted the call. |
TIP: You can show less data by using the column filters. For more information, see Filtering.
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