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. |
Phone |
Employee's telephone number. |
product |
Product for which the call was logged. |
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. |
Call status |
Status of the call. The call statuses Investigating, Open, Closed, Customer closed, and Customer response requested are predefined. |
Calls received |
Type of call received. The call types Telephone call, Fax, Email, Answerphone, SMS, and Letter are predefined. |
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 call such as, device error, software error or operator error. |
Workdesk |
Workdesk that caused the problem. |
Device |
Device that caused the problem. |
Cost center |
Cost center for booking. |
External escalation level |
Name of the escalation level. |
Internal escalation level |
Name of the escalation level. |
Severity |
Name of the severity code. The following severity levels are predefined:
-
000, 001, 002
-
Level 1: Critical business impact
-
Level 2: Significant business impact
-
Level 3: Minimal business impact
-
Level 2: Nominal business impact |
Priority |
Name of the call priority. The following priorities are predefined:
|
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 in hold status. |
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. |