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Identity Manager 8.0 - Help Desk Module User Guide

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

  1. Select the category Help Desk and select a filter.
  2. Select the call in the result list and run Change master data in the task view.

    - OR -

    Click in the result list toolbar.

  3. Edit the master data.
  4. Save the changes.
Detailed information about this topic

Call Master Data

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: Call Master Data
Property Description
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.
Support

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

Call Problem Solution

Enter the following data on the Solution tab.

Table 14: Master Data for Solution Description
Property 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.

Contacts

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: Contacts
Property Description
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 Spare text box 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 Spare text box for additional explanation.
Mobile phone Employee's mobile number.
Location description Detailed description of the location.
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