Call priorities
Enter priorities for calls if you want to grade them in order of importance.
To create or edit a call priority
-
In the Manager, select the Help Desk > Basic configuration data > Priorities category.
-
In the result list, select the call priority and run the Change main data task.
- OR -
Click 
in the result list.
-
Edit the main data.
Table 3: Call priorities main data
|
Priority |
Name of the call priority. The following priorities are predefined:
|
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the call priority is in use. |
- Save the changes.
Call types
Enter call types if you require further categorization.
To create or edit a call type
-
In the Manager, select the Help desk > Basic configuration data > Call types category.
-
In the result list, select the call type and run the Change main data task.
- OR -
Click in the result list.
-
Edit the main data.
Table 4: Call type main data
|
Call type |
Type of call such as, device error, software error or operator error. |
|
Parent call type |
By specifying a parent call type, you build a hierarchical structure. |
|
Product |
To capture possible error types for a product, assign a product to the call type. |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the call type is in use. |
- Save the changes.
Related topics
Severity codes
Define severity for call in order to grade the level of disturbance to work through an error.
To create or edit a severity code
-
In the Manager, select the Help Desk > Basic configuration data > Severity category.
-
In the result list, select the severity and run the Change main data task.
- OR -
Click in the result list.
-
Edit the main data.
Table 5: Main data for a severity code
|
Severity code |
Name of the severity code. The following severity levels are predefined:
-
000, 001, 002
-
Level 1: Critical business impact
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Level 2: Significant business impact
-
Level 3: Minimal business impact
-
Level 2: Nominal business impact |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the severity code is used. |
- Save the changes.
Escalation levels
Enter escalation levels to define handling procedures for incoming calls.
To edit or create an escalation level
-
In the Manager, select the Help desk > Basic configuration data > Escalation levels category.
-
In the result list, select the escalation level and run the Change main data task.
- OR -
Click in the result list.
-
Edit the escalation level's main data.
Table 6: Main data for escalation levels
|
Escalation level |
Name of the escalation level. |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the escalation level is in use. |
- Save the changes.
