| Property | Description |
|---|---|
|
Spare field no. 01 ... Spare field no. 10 |
Additional company-specific information. Use the Designer to customize display names, formats, and templates for the input fields. |
Help desk
Basic data for logging and processing calls
Configuration parameters for the Helpdesk Module
Setting up staff
Setting up staff groups
Calls received
Call status
Call types
Call priorities
Severity codes
Escalation levels
Escalation procedures
Service agreements
Products
Logging and processing a call
Creating a call attachment
Creating a call history
Creating a knowledge base
Determining call reaction and solution time
Logging call processing times
User-defined master data
Creating a call attachment
| Configuration parameter | Meaning |
|---|---|
| Helpdesk | Attachment | CreatePathScript | This configuration parameter contains the name of a script for adding the attachments directory. An example implementation is in the "VI_AE_CreateAttachmentPath" script. |
| Helpdesk | Attachment | DialogScript | Script for generating the directory path for calls repository. An example implementation is in the "VI_AE_GetAttachmentPath" script. |
| Helpdesk | Attachment | RootPath | This parameter contains the root path for call attachments, for example "\\SERV01\Attachments". |
You can store attachments with a call. Specify the path to the attachments directory in the "Helpdesk | Attachment | RootPath" configuration parameter. When a call is saved, a directory is added that is named by the internal call number.
To edit an attachment
- Select the Help Desk category and select a filter.
- Select the call in the result list and run the Attachments task.
This opens the attachment directory. You can add, show, and edit files in this directory.
- Save the changes.
Creating a call history
| Configuration parameter | Meaning |
|---|---|
| Helpdesk | TroubleHistory | This configuration parameter specifies whether a call history is created. An entry is created in the call history for each action. |
In order to follow though incoming calls, a history is available which shows each step in the help desk procedure and the measures that were taken.
NOTE: The call history is only written if the "Helpdesk | TroubleHistory" configuration parameter is set.
To display the call history
- Select the Help Desk category and select a filter.
- Select the call in the result list and run the History task.
You can view detailed information for each entry, the support team member and the measures taken for the call.
Creating a knowledge base
You have the option to build up a knowledge base of reported calls. The thesaurus serves as a catalog where calls are combined under a particular term. The terms that are used do not have to be included in the call description.
To display the knowledge base
- Select the Help Desk | Knowledge base category.
To define an item for the knowledge base
- Select the Help Desk | Basic configuration data | Thesaurus category.
-
Click
in the result list.
- Define an item in the thesaurus.
- Save the changes.
To assign items to calls
- Select the Help Desk and select a filter.
- Select the item in the result list.
- Select the Thesaurus task.
- In the Add assignments pane, assign the items.
- OR -
In the Remove assignments pane, remove the items.
- Save the changes.
NOTE: Calls that are added to the thesaurus are labeled Call accepted in Thesaurus.
To assign call types to an item
- Select the Help Desk | Basic configuration data | Thesaurus category.
- Select the item in the result list.
- Select the Assign call types task.
- In the Add assignments pane, assign call types.
- OR -
In the Remove assignments pane, remove the call types.
- Save the changes.