Logging and processing a call
Calls can be added for:
- Employees that reports the problem
- Products that have contract conditions specified
- Device that caused the problem
- Workdesk that caused the problem
Calls are filtered in the Help desk category by different criterion. The logged in support team member views all the calls they have to process and as well as the calls of their support team. There are also filters defined that trigger particular actions when they come into effect, for example, checking call activity. If the specified time limit is exceeded, the call wanders from the "In limit" filter to the "At the limit" filter and so on. You can implement company-specific filters. These do not have a time limit but can refer to priorities, status, products, problem type or a member of support.
To edit the master data of a call
- Select the Help Desk category and select a filter.
- Select the call in the result list and run the Change master data task.
- OR -
Click 
in the result list.
- Edit the master data.
- Save the changes.
Detailed information about this topic
General master data for a call
NOTE: When a call is added an internal call number is issued. A display name is created from the call number and the name of the employee that logged the call. The call can be found in the different user interface filters by using this name.
Enter the following data on the General tab.
Table 13: General master data for a call
| Date |
Time when the call was logged. The date that the call was entered is the current date. |
| Reported by |
Employee that reported the problem. |
| Staff |
Support. The employee that is currently logged in is entered as help desk support for this call. This however, can be changed.
NOTE: If the support is deleted from the database at a later date, then a backup of the calls for this support is shown. The calls can no longer be processed. |
| Phone |
Employee's telephone number. |
| product |
Product for which the call was logged. |
| To solve by |
Time by which to resolve the call. |
| Respond by |
Time by which to respond to the call. |
| Description |
Problem description. |
| Measure |
Measures put in place. |
| Call type |
Type of the call. |
| Workdesk |
Workdesk that caused the problem. |
| Device |
Device that caused the problem. |
| Cost center |
Cost center for booking. |
| Placed on hold on |
Date on which the call was put on hold. |
| Max. on hold [days] |
Maximum number of days a call can remain on hold. |
| Call added to thesaurus |
Specifies whether the call was added to the knowledge base. |
| Main call active |
Main call for this call. |
| Main call |
Specifies whether this call the main call. You can reference all other calls the main call. |
Related topics
Solution description of a call
Enter the following data on the Solution tab.
Table 14: Master data for solution description
| Problem solution |
Description of the solution to the problem. |
| Closed on |
Date on which the call was closed. |
| Short call |
Specifies whether the call being dealt with is short. If the solution time for a call is less than 5 minutes, it can be classified as a short call. This call is therefore considered to be closed. |
| Invoiced |
Specifies whether the call should be invoiced. |
| Placed on hold |
Specifies whether the call is on hold. This option is set if the call is given the corresponding processing status. |
| Closed |
Specifies whether the call is closed. This option is set if the call is given the corresponding processing status. |
| Archived |
Specifies whether the call is archived. This option is set with the schedule "Mark help desk calls as history". The task checks the date of closed calls at regular intervals. All calls that have been closed for more than a year are archived. |
| Program error |
Specifies whether the call is dealing with a program error. |
| Process errors |
Specifies whether the call is dealing with a processing error. |
| Operating error |
Specifies whether the call is dealing with an operating error. |
| Manufacturer error |
Specifies whether the call is dealing with a manufacturer error. |
Contact
Enter the following master data on the Contacts tab.
NOTE: The personal data for the contact person are taken from the employee and cannot be changed.
Table 15: Contact
| Reported by |
Employee that reported the problem. |
| First name |
Employee's first name. |
| Phone |
Employee's telephone number. |
| Last name |
Employee's last name. |
| Fax |
Employee's fax number. |
| Description |
Text field for additional explanation. |
| Mobile phone |
Employee's mobile number. |
| Additional staff |
Additional staff to used as a contact. |
| First name |
Employee's first name. |
| Phone |
Employee's telephone number. |
| Last name |
Employee's last name. |
| Fax |
Employee's fax number. |
| Description |
Text field for additional explanation. |
| Mobile phone |
Employee's mobile number. |
| Location description |
Detailed description of the location. |
