Identity Manager 8.1.5 - Web Portal User Guide

In the Calls menu, you can add new calls or view all calls in the call history.

Detailed information about this topic

• Adding new calls
• Call history

When you add new calls, you report problem cases with different causes. For example, a call can be added for an employee who reports a problem or for products for which conditions of contact were specified. Even a device or workdesk associated with the problematic device, can play a part when adding a call.

To add a new call

1. Open New Call.

2. Enter a detailed description of the problem and select the affected product.

3. Set the severity of the problem in Severity and select a cost center using Assign.

4. Select an additional employee using Assign and click Save.

In the Call History view, you can see all placed calls.

To view a specific call

1. Open Call history and select a call from the list.

   More information about the call is displayed in the detailed content view. You can subsequently change Severity, Description and Product entries on the Master Data tab.

2. View the staff involved, status, and measures taken on the History tab.

3. View attachments on the Attachments tab.

4. Click Save.

In the Call History menu, you can remove single files that have been added as attachments to a call.

To delete a file from a call's attachments

1. Open Call history and select a call from the list.

2. Select Attachments in the master detail and click next to the file.

3. Confirm the message with Yes.

   This deletes the file from the attachments.