The Quick Call


The quick call is a quick input screen for new incidents, service requests or change requests used by the Technical Support team to:

  • Enter the information required for identifying the relevant equipment or CI, the user who contacted the Support team (the requestor) on behalf of the recipient.
  • Qualify the quick call by selecting the category from the relevant incident catalog, service request catalog or change catalog.
  • Describe the reason for the call and attach files.
  • Access help resources such as the problem knowledge base, the known error base or news articles.
  • Decide what you want to do with the quick call:
    • The incident/request is solved and the immediate solution workflow associated with the category is started.
    • The incident/request must be transferred to a group and the standard workflow is started.
    • The incident/request is put on hold while waiting for additional information, and a draft is created so you can resume the quick call at a later time without starting the workflow.

A quick call can also be initialized in an incident/request template.

When a quick call is opened, a progress bar will display the elapsed time. The different colors (green, orange, red and flashing red) serve as visual alerts for the different warning levels.

Notes

  • To enter a quick call, the logged-in user must have the relevant rights for the Operation menu for incidents/service requests and/or the Transition menu for change requests.  Open url.png  See the procedure.
  • When users are authorized to access both the Operation and Transition menus, the default category of the quick call will be Incident.
  • You can access it in three different ways:
    • Using a dedicated Quick Call field.png field found to the right of the menu bar. This preloads data from the selected user to the quick call.
    • Using Phone icon.png in the list of users returned by a simple global search. This preloads data from the selected user to the quick call.
    • Using the quick creation button Creation buttons - New incident.png Incident. This creates a quick call related to an incident without any preloaded data.
  • Different configurations can be defined:
    • Display the quick call entry points by profile. Only a profile with access to the Operation or Transition menu can define this configuration.  Open url.png  See the procedure.
    • Hide the Quick Call field.png field using Other Parameters {SM} Hide Back Office Quick Call field.
    • Modify the duration and display of visual alerts for warning levels in the progress bar.  Open url.png  See the procedure.
    • Display one of the recipient's main equipment by default using Other Parameters {SM} Back Office quick call: Select equipment automatically.
    • You can format the incident/request number by selecting Administration > Parameters > Auto-Inc Fields in the menu.
  • You can also create incidents via the Self Service portal. In this case:
    • You access the quick input screen to specify the equipment or CI, description, requestor, recipient and file attachments. The category is automatically indicated as Front Office by default in the incident catalog.
    • Once you save the incident, the workflow associated with the category will start.
      • The relevant Technical Support persons are automatically notified of actions which are displayed in the Back Office Quick Dashboard.
      • The Technical Support person processing the action must requalify the incident using a category specific to the Back Office.
    • You can monitor the progress of the incident in the Front Office Quick Dashboard.

Best Practice big icon.pngBest practice

  • If you are waiting for additional information from the requestor or recipient, create a draft. This enables you to resume the quick call at a later time without starting the workflow and the calculation of the speed of intervention and delays.
  • If you did not save the quick call because of a manipulation error, you can retrieve the form from Input Errors.
  • Use the various help resources available on the quick call:
    • search in the known error base: The default list of the database entries is filtered on the category, the configuration item (CI) and the equipment.
    • search in the problem knowledge base: The default list of the database entries is filtered on the location, the department, the category and the item configuration (CI).
    • search in the most relevant articles from the problem knowledge base and known error base related to the content of the Description field. Note : You must activate the {SM} Back Office quick call: Enable full text search other parameter.

Screen description

 Quick Call.png

Menu access: Use the Quick Call field.png field found to the right of the menu bar or Phone icon.png in the list of users or (only for a quick call related to an incident) the quick creation button Creation buttons - New incident.png Incident.
 

Quick call - progression bar.png  Progress bar of the quick call.  Open url.png  See the procedure to find out how to configure it.
 

[ DECLARE MAJOR INCIDENT ]: Used to create a news article to inform users of a major malfunctioning related to the current incident.

  • The button is a shortcut to the Report Major Incident wizard.
  • The new news article will automatically be displayed in the list of news articles prefixed by the Warning icon.png icon.
  • Note: If you customize the contents of the quick call, then when a new Product name - ev itsm.png version is installed, this button will not be added so as to avoid modifying your configuration.  Open url.png  See the procedure to find out how to add it manually.
     

[ COPY FROM TEMPLATE ]: Used to initialize the quick call for a new incident/request using a template. Open url.png  See the procedure.

  • The button is a shortcut to the Use an Incident Template wizard.
  • Note: If you customize the contents of the quick call, then when a new Product name - ev itsm.png version is installed, this button will not be added so as to avoid modifying your configuration.  Open url.png  See the procedure to find out how to add it manually.
RequestingPerson

Requesting Person: User who reported the current object to the IT Support team.

  • A VIP user is indicated by one or more Red star.png depending on the user's VIP level. This means that the object must be given top priority in processing.
Recipient

Recipient: Name of the person concerned by the current object. It can be different from the requestor

  • A VIP user is indicated by one or more Red star.png depending on the user's VIP level. This means that the object must be given top priority in processing.
Phone

Phone: Phone number of the requestor.

Email

Email: Email address of the recipient.

Location

Location: Location of the current object, enables the technician required to travel onsite to see the location.

  • By default, it is the location of the recipient.

Best Practice icon.png  Alert the Asset Manager using the Notify a Change wizard:

  • If you modify the user's location and if it is a final modification.
  • If the equipment of the current object has been permanently moved to this new location.
Department

Department: Department of the current object.

  • By default, it is the department of the recipient.
Origin

Origin: Method by which the current object is reported to the IT Department.

CurrentTime

Date/Time: Local date and time at which the logged-in user enters the call.

CI

CI Name: Configuration item (CI) concerned by the current object.

Equipment

Equipment: Asset tag of the equipment concerned by the current object.

  • Sensitive equipment is indicated by one or more Red star.png depending on the critical level. This means that the object must be given top priority in processing.
  • if the incident concerns an item of equipment promoted as a CI in the CMDB, the CI field will automatically be updated if it has not been specified.
SLA

SLA: Name of the SLA applied to the current object.

  • By default, the SLA is the one for the category associated with the object via the catalog.
Impact

Impact: Level of the adverse effect of the incident on the organization's activities.

Priority

Priority: Automatically calculated level based on the urgency and impact of the current object, used to prioritize the processing of objects with the same target resolution date.

Urgency

Urgency: Level of the blocking effect of the incident on the recipient's activities, in order to determine the speed at which it must be solved.

  • Urgency is inherited from the incident catalog and can be reassessed in the quick call.
  • You can select the level using its name or quickly using its code.
  • Urgency and impact are used to determine the priority of the incident.
Category

Category: Catalog entry of the current object, used to run the relevant workflow.

  • The catalog entries displayed:
    • Must be active on the date of the quick call.
    • Can be requested in the catalog.
    • Cannot have a restriction on location/department or any restriction that includes the location or department of the requestor/recipient.
    • Must be associated with the domain (or lower-level domain) of the Support person processing the quick call.
  • By default, the category is the one associated with the Back Office by default field specified in the catalog.
  • When running a search in the knowledge base, if you select a problem associated with another category, this modifies it automatically in the quick call, provided the Other Parameters {SM} Back Office quick call: Do not inherit problem/known error category option is enabled.
Description

Description: Description of the current object entered by the Technical Support person in the quick call, or by the user via the Self Service portal.

  • Once the field is specified, the most relevant articles from the problem knowledge base and known error knowledge base will automatically be displayed, provided the Other Parameters {SM} Back Office quick call: Enable full text search option is enabled.
Solution

Solution: Solution to the incident. 

  • Update:
    • In the quick call if the incident can be solved immediately.
    • Via the Comment field in the Action form when the incident is transferred.

Best Practice icon.png  Use the help resources available, e.g. the Search link to access full text search and the Known Errors link.

Status

Status: Current status of the current object, automatically updated via the steps of the workflow.

  • To display the workflow associated with the object, click ? next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.
Category

Category: Catalog entry of the current object, used to run the relevant workflow.

ActionsHistory

History of Actions table: Information on successive actions performed to process the current object. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action History table.png

  • (1) To display the complete form of an action, click Edit form icon.png to open the form or click Display popup icon.png to open a popup window.
  • (2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.
  • (3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.
  • The target intervention date is displayed in the time zone of the logged-in user.
  • To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

    Color key for action rows:

Color Action type Description

Action History table - Finish color.png

Completed

  • Action whose actual start and end dates are specified.

Action History table - In progress color.png

In Progress

  • Action whose actual start date is specified but whose actual end date is not specified.

Action History table - To do  color.png

To Do

  • Action whose actual start and end dates are not specified.
  • Accessible via QuickDashboard - My actions counter.png in the Quick Dashboard.

    Contents of the table: It can be customized using the options below.
         Action History table - Options.png

  • (1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
    • Detailed View: No filter is applied to action types and all actions are displayed.
    • Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.
  • (2) Details: Note: The display is not retained after logout. The default choice is Hide All.
    • [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
    • [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.
Phone

Phone: Phone number of the requestor.

Urgency

Urgency: Level of the blocking effect of the incident on the recipient's activities, in order to determine the speed at which it must be solved.

  • Urgency is inherited from the incident catalog and can be reassessed in the quick call.
  • You can select the level using its name or quickly using its code.
  • Urgency and impact are used to determine the priority of the incident.
EndProcessesCommonFields
HyperlinkDocument

Attachments link (followed by the number of documents): Used to attach a list of documents to the current object and access the files, e.g. error file, screenshots. 

  • Access: Also via the Attachments tab.
HyperlinkQuestionnaire

Questionnaire link (followed by the number of questions): Used to display the questionnaire associated with the current object and all related questions.

HyperlinkSearch

Search link: Used to run a full text search in the problem knowledge base, the known error base, the history of incidents/service requests/change requests/investment requests/problems/actions/events and using other external search engines.

  • Click one of the records to display its details.
  • Next, click [ USE FOR SOLUTION ] at the bottom of the window to copy the description to the current object automatically.
HyperlinkKnownError

Known Errors link: Used to search if there is an existing solution for the category of the current object in the known error base.

  • The link is followed by the number of known errors:
    • If the incident is qualified, this is the number of known errors defined for the category.
    • If the incident is not qualified, this is the total number of known errors in the base.
  • When a known error is selected:
    • The description is automatically copied to the form of the current object.
    • If the incident is not qualified, the category of the known error will automatically be loaded, provided the Other Parameters {SM} Do not inherit the related Known Error's Category option is disabled.
  • In Other Parameters, the search can be extended to include all known error categories, e.g. {SM}} Filter Known Errors.

[ TRANSFER ]: Used to transfer the current object and run the standard workflow associated with the category.

  • Group / Support Person: The default group is the one defined in the workflow. The action can then be assigned to one of the Support persons in the selected group.
  • SLA Target (Support Person): Calculated using the start time of the quick call and the SLA associated with the incident.
  • The current object will have the status associated with the first step of the workflow.
  • The target resolution date is calculated using the SLA associated with the category of the current object.
  • The Back Office Quick Dashboard counters are automatically updated.
     

[ RESOLVE ]: Used to indicate that the current object is solved during the quick call and start the immediate solution workflow associated with the category.

  • The current object will have the status associated with the relevant step of the workflow.
  • The time spent with the requestor/recipient is automatically counted.
     

[ SAVE AS DRAFT ]: Used to interrupt the quick call and save the form as a draft that you can resume at a later time.

  • No workflow will be started.
  • The meta-status of the object will be Processing in Progress.
  • To display the list of drafts, select Operation > Incidents / Service Requests > Drafts
     

[ CANCEL ]: Used to cancel the creation of the quick call. 

  • No incident/request will be generated.
  • The form number will be deleted and cannot be used.
     

[ NEWS ]: List of news articles with the same category as the current incident/request. News articles linked to a major incident are prefixed by the Warning icon.png icon. Otherwise, they are prefixed by the Select ok icon.png icon.

  • If the selected news article has the same category as the incident/request Select ok icon.png, the description is automatically copied to the Solution field.
  • If the selected news article is related to a major incident Warning icon.png:
    • The quick call is saved and the status of the new incident is Related Incident.
    • The incident is managed by the workflow of the major incident.
    • In the form of the major incident, the Related Incident tab is updated.

Procedure and Wizards

How to create an incident in a quick call

IncidentCreateQuickCall_Procedure

1. To open a quick call that does not contain preloaded data, click the quick creation button Creation buttons - New incident.png Incident.

    or

    To preload data from the requestor/recipient to the quick call, you should first find the requestor/recipient:

  • You can use the Quick Call field.png field found to the right of the menu bar.
             Quick call - menu area.png
    • Enter the first letters to search for the user's name, login, employee number, email address or phone.
    • Press <ENTER>.
    • If several users correspond to the search criteria, the list will appear. Click Display popup icon.png next to the user you want.
    • If there are current incidents for the selected user, the list will appear. Click [ LOG A NEW CALL ].
  • You can also run a simple global search.
    • Enter the first letters for the search criteria.
    • Press <ENTER>. The list of users corresponding to the search criteria will appear.
               Quick call - employees list.png
    • Click Phone icon.png next to the user you want.

2. Enter the information for the quick call

  • Once it is opened, the progress bar and a counter will indicate the elapsed time.
  • If you selected a user, the form will be preloaded with the user's data.
  • To initialize the incident using a template, click [ COPY FROM TEMPLATE ].
  • You can generate a new news article using [ DECLARE MAJOR INCIDENT ].

Best Practice icon.png  Use the help resources -  Open url.png See Default lists filter:

  • Search link to consult the problem knowledge base.
  • Known Errors link to consult the known error base.
  • List of contextual news articles related to the category of the incident.
  • List of the the most relevant articles from the problem knowledge base and known error base once the Description field is completed.

3. If you solve the incident using a news article related to a major incident Warning icon.png, the quick call will automatically be saved.

  • The status of the new incident will be Related Incident.
  • It will be managed by the workflow of the major incident.

4. Decide what you want to do with the quick call:

  • If the incident is solved, click [ RESOLVE ].
    • Enter the intervention summary. The time spent with the user is immediately counted. 
    • The quick call is saved. 
    • The workflow will proceed to the next step and the incident will have the associated status.
  • Click [ TRANSFER ] to transfer the form to another group or Support person.
    • Requalify the incident if required by selecting the most appropriate category.
    • The target resolution date is automatically calculated by applying the SLA by priority if it is defined for the priority level of the incident, or failing that, the SLA with the shortest resolution time for the incident.
    • Click [ FINISH ]. The new form is created. The Quick Dashboard counters will be updated for the relevant Support persons.

Best Practice icon.png  Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.

  • If you want to interrupt the quick call without processing the incident and save the form so that you can resume it at a later time, click [ SAVE AS DRAFT ]. Open url.png  See the description of drafts.
    • The workflow will not be started.
    • The meta-status of the incident will be Processing in Progress.
    • To retrieve the form subsequently, select Operation > Incidents > Drafts.
  • Click [ CANCEL ] to interrupt the quick call without saving the incident.

5. Once you have saved the quick call, the incident number will automatically be displayed. 

  • Click the link to open the form.
  • To process actions for the new incident: Open url.png  See the procedure.
EndCreateQuickCall_Procedure

How to create a request in a quick call

RequestCreateQuickCall_Procedure

1. To preload data from the requestor/recipient to the quick call, you should first find the requestor/recipient:

  • You can use the Quick Call field.png field found to the right of the menu bar.
             Quick call - menu area.png
    • Enter the first letters to search for the user's name, login, employee number, email address or phone.
    • Press <ENTER>.
    • If several users correspond to the search criteria, the list will appear. Click Display popup icon.png next to the user you want.
    • If there are current incidents/requests for the selected user, the list will appear. Click [ LOG A NEW CALL ].
  • You can also run a simple global search.
    • Enter the first letters for the search criteria.
    • Press <ENTER>. The list of users corresponding to the search criteria will appear.
               Quick call - employees list.png
    • Click Phone icon.png next to the user you want.

2. Enter the information for the quick call

  • Once it is opened, the progress bar and a counter will indicate the elapsed time.
  • If you selected a user, the form will be preloaded with the user's data.
  • To initialize the request using a template, click [ COPY FROM TEMPLATE ].

Best Practice icon.png  Use the help resources -  Open url.png See Default lists filter:

  • Search link to consult the problem knowledge base.
  • Known Errors link to consult the known error base.
  • List of contextual news articles related to the category of the incident.
  • List of the the most relevant articles from the problem knowledge base and known error base once the Description field is completed.

3. Decide what you want to do with the quick call:

  • If the request is solved, click [ RESOLVE ].
    • Enter the intervention summary. The time spent with the user is immediately counted. 
    • The quick call is saved. 
    • The workflow will proceed to the next step and the request will have the associated status.
  • Click [ TRANSFER ] to transfer the form to another group or Support person.
    • Requalify the request if required by selecting the most appropriate category.
    • The target resolution date is automatically calculated by applying the SLA by priority if it is defined for the priority level of the request, or failing that, the SLA associated with the category of the request.
    • Click [ FINISH ]. The new form is created. The Quick Dashboard counters will be updated for the relevant Support persons.

Best Practice icon.png  Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.

  • If you want to interrupt the quick call without processing the incident and save the form so that you can resume it at a later time, click [ SAVE AS DRAFT ].Open url.png See the description of drafts.
    • The workflow will not be started.
    • The meta-status of the request will be Processing in Progress.
    • To retrieve the form subsequently, select Operation > Incidents > Drafts.
  • Click [ CANCEL ] to interrupt the quick call without saving the request.

5. Once you have saved the quick call, the request number will automatically be displayed. 

  • Click the link to open the form.
  • To process actions for the new request: Open url.png  See the procedure.
EndCreateQuickCall_ProcedureRequest
IncidentRequestTemplate_Procedure

How to manage templates

1. Select the object you want to use as a template.

  • Open the form you want. Note: Only objects whose meta-status is Processing in Progress can be selected. 
  • Select the Is a Template box. 

2. Use this template in the quick call.

  • Click [ COPY FROM TEMPLATE ] or run the Use an Incident Template wizard. Note: By default, the button is not present in the quick call.  Open url.png  See the procedure to find out how to add it.
  • Select the template you want using the radio button and click [ APPLY ] to load the template fields to the quick call.

Note:

  • You can also run a search on the description of objects using the Search field.
  • Click Open eye icon.png to view the entire text of each description.
             Incident Request templates.png
EndIncidentRequestTemplate_Procedure

How to add action buttons to the quick call

If you customize the contents of the quick call, then when a new version is installed, the [ DECLARE MAFOR INCIDENT ] and [ COPY FROM TEMPLATE ] buttons will not be added so as to avoid modifying your configuration. To add them:

1. Open the quick call and switch to edit mode by clicking Tools icon.png > Edit icon.png [ EDIT ].

2. Place an Icons object where you want in the form. Click the move handle Grip icon.png of the object and drag it to the spot you want at the top of the screen.

3. Click Inspector properties icon.png to open the Properties Inspector and specify the following information:

  • Alias to enter multilingual labels for the button. Click Multilingual labels icon.png, enter the labels and click [ APPLY CHANGES ].
  • Parent Key: Select SD_REQUEST.REQUEST_ID from the drop-down list.
  • Wizard Name: Click [ EDIT ] next to the field and select the wizard you want. The GUID will automatically be specified.
    • Report Major Incident: HD - Report Major Incident wizard
    • Copy From Template: HD - Use an Incident or Request Template wizard

4. Click [ APPLY CHANGES ] and then click [ CLOSE INSPECTOR ].

5. Click [ SAVE AND CLOSE ] to save the changes made.

How to display the quick call entry points by profile

Note: The quick creation button Creation buttons - New incident.png Incident depends on the logged-in user profile. Its configuration cannot be modified.

1. Select Administration > Access Management > User Profiles in the menu.

  • Click Display popup icon.png next to the profile you want.
  • In the Modules section:
    • Click Edit icon.png next to the menus to be used for accessing the quick call: Operation, Transition or Self Service.
    • Select the Display "Quick Call" box.
    • Click [ OK ] and click Save icon.png.

2. To display the Quick Call field.png field, select Administration > Parameters > Other Parameters. Next:

  • Search for the {SM} Hide Back Office Quick Call field parameter.
  • Set its value to False.

3. Log in using one of the configured profiles and check that the Quick Call field.png field and Phone icon.png icon are correctly displayed in the list of users returned using a simple global search.

How to configure the progress bar

1. Open the <easyvistapath> / config / smo_include.php file.

  • <easyvistapath> = your EasyVista folder on the Apache server
  • Caution: The path is case-sensitive.

2. Modify the options you want:

  • Total duration of the progress bar (the bar flashes red when the duration of the quick call exceeds the configured time):
    • row to modify: define('PROGRESS_BAR_TPS' , 99999)
    • 99999 = duration of the progress bar, expressed in seconds
    • default value: 600 seconds = 12 minutes
  • First warning level (first change of color: orange):
    • row to modify: define('PROGRESS_BAR_INTER1' , 99%)
    • 99% = percentage of the total duration of the progress bar after which its color changes to orange
    • default value: 50% = level set at 6 minutes when the total duration of the bar is configured by default to 600 seconds
  • Second warning level (second change of color: red):
    • row to modify: define('PROGRESS_BAR_INTER2' , 99%)
    • 99% = percentage of the total duration of the progress bar after which its color changes to red
    • default value: 75% = level set at 9 minutes when the total duration of the bar is configured by default to 600 seconds

3. Save the file.

Wizards

Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Report Major Incident
Create Unavailability  (only if the incident/request concerns a CI)
Impact Analysis  (only if the incident/request concerns a CI)
Execute Script
Notification for Action  (only if the incident/request concerns a CI)
Notification for Information  (only if the incident/request concerns a CI)
New Problem
New Known Error
New Task
Notify a Change
Use an Incident Template

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Last modified by Unknown User on 2017/11/16 00:59
Created by Administrator XWiki on 2016/09/29 15:51

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