Enter the following data on the Solution tab.
Table 14: Main data for solution description
Problem solution |
Description of the solution to the problem. |
Employees on-site |
Employee who can provide on-site support. |
Closed by |
Employee who closed the call. |
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 is 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 by the Mark help desk calls as history schedule. 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 deals with a program issue. |
Process errors |
Specifies whether the call deals with a process error. |
Operating error |
Specifies whether the call deals with an operating error. |
Manufacturer error |
Specifies whether the call deals with a manufacturer error. |
Enter the following main 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. |
Table 17: Configuration parameter for call attachments
Helpdesk | Attachment | CreatePathScript |
Script for creating 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 |
Root path for call attachments, such as \\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.
Edit the configuration parameters in the Designer.
To edit an attachment
-
In the Manager, 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.