The Quick Call - Versions 2016 and Earlier


GraphicalInterface_2016AndPriorVersions

Note: This graphical user interface is specific to Product name - ev itsm.png version 2016 and earlier.

Open url.png See Versions later than 2016.

The quick call is a quick data entry screen for new incidents, service requests or change requests. You open it using the Quick Call field.png field found to the right of the menu bar.

It is used by the Service Desk to:

The quick call will be managed by the workflow defined for the category.

  • The incident/request is solved: The immediate solution workflow will start.
  • The incident/request is transferred: The standard workflow will start.
  • The incident/request is put on hold while waiting for additional information: A draft is generated so you can resume the quick call at a later time. No workflow will start.

You can initialize a quick call based on certain information from the user (requestor or recipient) and by using an incident/request template.

Notes

  • To open a quick call, users must have the relevant rights for the Operation menu for incidents/service requests and the Transition menu for change requests.
  • When users are authorized to access both the Operation and Transition menus, the default category of the quick call will be Incident.
  • Possible configuration:
    • Profiles authorized to open a quick call in the Quick Call field.png field. Open url.png See the procedure. Access rights to the Operation or Transition menu are required.
    • Add two action buttons, Declare Major Incident (shortcut to the Report Major Incident wizard) and Copy From Template (shortcut to the Use an Incident Template wizard). When a new Product name - ev itsm.png version is installed, these buttons are not automatically added so as to avoid modifying your configuration. Open url.png See the procedure. Edit rights in forms are required.
    • Display one of the recipient's main equipment by default using the Other Parameters {SM} Back Office quick call: Select equipment automatically option.
    • Search the problem knowledge base and known error knowledge base automatically using the Other Parameters {SM} Back Office quick call: Enable full text search option.
    • You can format the incident/request number by selecting Administration > Parameters > Auto-Inc Fields in the menu.

Best Practice big icon.pngBest practice

  • If you are waiting for additional information, create a draft. This enables you to resume the quick call at a later time. No workflow will start and the calculation of the speed of intervention and delays will be interrupted momentarily.
  • If you did not save the quick call because of a manipulation error, you can retrieve the form from Input Errors.
  • You can use the help resources available:
    • Known errors: By default, the list is filtered using the category and CI/equipment.
    • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
    • Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.

Menu access

Quick Call field.png field > (optional) Search for the recipient > Log a New Call

Screen description

        Quick Call.png

CreationDate

Creation Date: Date on which the current object was created.

  • This is used as the start date and time for calculating SLA maximum time.
  • The date is displayed in the time zone of the recipient.
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.
Recipient

Recipient: User associated with the current object. It can be different from the requesting person. 

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

  • The default origin can be modified in Other Parameters {SM} Back Office quick call: Default call origin.
CurrentTime

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

CI

CI Name: Configuration item (CI) related to the current object.

  • Click CMDB graph icon.png to display the CMDB graph.
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 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: SLA applied to the current object.

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

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

Urgency

Urgency: Level of the incident's blocking effects 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 ticket.
  • 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.
Solution

Solution: Solution to the incident. 

  • Update:
    • In the ticket 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: Search (access the full text search) and known errors

Priority

Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.

  • Priority is automatically calculated based on the urgency and impact of the current object.
ObjectNumber

Number: Automatically generated number of the object when it was created.

  • To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.

Title:

Category

Category: Catalog entry associated with 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.

  • 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.

Action buttons

Declare Major Incident: Used to create a news article to inform users of a major malfunctioning related to the current object.

  • The new news article will be displayed in the list, prefixed by the Warning icon.png icon.
     

Copy From Template: Used to initialize the quick call using a template. Open url.png See the procedure.

  • You can modify the information preloaded from the template.
HyperlinkDocument

Attachments: Used to attach a list of documents to the current object and access the files.

         Example documentation icon EN.png  Error log or screenshots

  • You can also access them in the Attachments tab.
HyperlinkQuestionnaire

Questionnaire (followed by the number of items): Used to display the standard or multi-section questionnaire associated with the current object and all related questions.

HyperlinkSearch

Search: Used to run a full text search in the problem knowledge base, the known error knowledge 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 screen to copy the description automatically to the form of the current object.
HyperlinkKnownError

Known Errors (followed by the number of items): Used to search if there is an existing solution for the category of the current object in the known error knowledge 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 knowledge 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} Back Office quick call: Do not inherit problem/known error category option is disabled.
  • In Other Parameters, the search can be extended to include all known error categories using {SM} Back Office quick call: Display known errors with identical category.

Assign: Used to transfer the current object to a group or group member and start the standard workflow associated with the category.

  • 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.
  • The current object will have the status associated with the first step of the workflow.
  • The target resolution date will automatically be calculated:
    • The SLA by priority will be applied if it is defined for the priority level of the current object.
    • Failing that, the SLA for the category of the current object will be applied.
  • The Back Office Quick Dashboard counters are automatically updated.
     

Resolve: Used to indicate that the current object is solved.

  • The immediate solution workflow associated with the category will start.
  • The current object will have the status associated with the relevant step of the workflow.
  • The time spent with the user is automatically taken into account.
     

Save as Draft: Used to interrupt the quick call and save the form that you can reopen at a later time.

  • The form is saved as a draft.
  • No workflow will start.
  • The meta-status of the object will be Processing in Progress.
     

Cancel: Used to cancel the creation of the quick call. 

  • No incident/request will be generated.
  • The form number will be deleted and can no longer be used.
     

News: List of news articles with the same category as the current object

  • News articles linked to a major incident are prefixed by the Warning icon.png icon. Other news articles are prefixed by the Select ok icon.png icon.
  • If the selected news article has the same category as the object, the description is automatically copied to the Solution field.
  • When you select a news article related to a major incident:

Procedure and Wizards

How to create a quick call

Step 1: Decide how you want to create the quick call.

Quick call without preloaded data

  • Click in the Quick Call field.png field found to the right of the menu bar.
             Quick Call - Menu area.png
  • Press <ENTER> on your keyboard.

The quick call will open.
The progress bar Quick Call - Progression bar.png and the counter indicating the elapsed time will be initialized.

 

Quick call with preloaded data on the requestor or recipient

  • You can click in the Quick Call field.png field found to the right of the menu bar.

    1. Enter the first characters for one of the following search criteria: name, login, employee number, email address or phone number.

    2. Press <ENTER> on your keyboard.

    3. If two or more users correspond to the search criteria, click Display popup icon.png next to the one you want.
             Quick Call - Search user.png

    4. If there are already open incidents for the selected user, click Log a New Call.
             Quick Call - Search user - Creation.png

  • You can also run a quick global search.
             Quick Call - Search.png

    1. Enter the first characters for one of the authorized search criteria.

    2. Press <ENTER> on your keyboard.

    3. If two or more users correspond to the search criteria, click Phone icon.png next to the one you want.

The quick call will be preloaded with data on the selected user.
The progress bar Quick Call - Progression bar.png and the counter indicating the elapsed time will be initialized.


Step 2: Specify the quick call.

For an incident

CreateTicket_StepEntryIncident_Procedure

1. (optional) Click Copy From Template to initialize the incident using a template.

2. Select the category of the incident.

3. (optional) Generate a new news article automatically by clicking Declare Major Incident.

4. (optional) You can use the help resources available.

  • Known errors: By default, the list is filtered using the category and CI/equipment.
  • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
  • Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.

5. (optional) Click the title of a news article if you want to use it to solve the incident.

If the selected news article is related to a major incident Warning icon.png:

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

For a request

CreateTicket_StepEntryRequest_Procedure

1. (optional) Click Copy From Template to initialize the request using a template.

2. Select the category of the request.

3. (optional) You can use the help resources available.

  • Known errors: By default, the list is filtered using the category and CI/equipment.
  • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
  • Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.

CreateTicket_StepFollowUp_Procedure

Step 3: Decide what you want to do with the ticket.

1. Follow one of the procedures below.

Close the ticket

  • Click the Resolve action button.
  • Complete the intervention report.
  • Click Finish.
    • The time spent with the user is automatically taken into account.
    • The workflow will proceed to the next step.
    • The ticket will be saved with the status of this step.

Transfer the ticket to another group or Support person

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to assign the ticket.
    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.
  • Click Finish.
    • The ticket will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

Save as a draft

  • Click the Save as Draft action button.
    • The ticket will be saved and associated with the Processing in Progress meta-status.
    • You can reopen it at any time by selecting Service Operation > Incidents or Service Requests > Drafts.

Cancel the ticket

Step 4: Perform actions for the new object.

1. Open the form using the link with the number of the created object.

2. Perform actions. Open url.png See the procedure.


TemplateManagement_Procedure

How to manage templates

Step 1: Create a template.

1. Open the form of the object to be used as a template. Note: Only objects whose meta-status is Processing in Progress can be selected.

2. Select the Is a Template box. 

3. Save the form.

Delete a template

  • Open the form of the object defined as a template.
  • Unselect the Is a Template box.
     

Step 2: Use the template when creating a ticket.

1. Open a ticket.

2. Display the available templates.

  • You can click Copy From Template.

The list of templates will appear.
         Incident Request templates.png

3. Select the template you want.

  • Use the search field to run a search in the description of objects.
  • Click Open eye icon.png to view the entire text of each description.

4. Click Apply.
The ticket will be preloaded with data from the template fields.


ActionButtonsAdding_Procedure

How to add action buttons

1. Open a ticket.

2. Switch to edit mode. Open url.png See Fundamentals > Tools.
The form editor will appear.

3. Move the Icons object to the spot where you want to insert an action button.

  • Select the move handle Grip icon.png of the object.
  • Click and drag it to the top of the screen.

4. Click Inspector properties icon.png to open the Properties Inspector.

5. Complete the information required:

  • Alias: Click Multilingual labels icon.png to enter the name in different languages.
  • Parent Key: Select the SD_REQUEST.REQUEST_ID key.
  • Wizard: Click Edit to select the wizard you want.
    • Declare Major Incident: HD - Report Major Incident wizard
    • Copy From Template: HD - Use an Incident or Request Template wizard
      The GUID will automatically be specified.

6. Click Apply Changes and click Close Inspector.
The Properties Inspector will close.

7. Click Save and Close to save the changes made.

  • The form editor will close.
  • The action buttons will be inserted in the ticket.

How to assign a user profile the right to open quick calls

Step 1: Authorize access to quick calls.

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

2. Click Display popup icon.png to open the user profile you want to configure.

3. Configure the menus to be used for accessing the quick call, e.g. Operation, Transition, Self Service.

  • Click Edit icon.png in the Modules section.
  • Select the Display "Quick Call" box.
  • Click OK.

4. Click Save icon.png to save the form.
 

Step 2: Display the Quick Call field.png field.

1. Select Administration > Parameters > Other Parameters in the menu.

2. Search for the {SM} Hide Back Office Quick Call field parameter.

3. Set its value to False.

Step 3: Check that you can access the quick call using all of the methods.

1. Log in using the configured user profile.

2. Check that the Quick Call field.png field appears at the top of the interface screen.

3. Run a quick global search to display the list of users and check that Phone icon.png appears.

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 involves a CI)
Impact Analysis (only if the incident/request involves a CI)
Execute Script
Notification for Action (only if the incident/request involves a CI)
Notification for Information (only if the incident/request involves 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 2018/12/14 11:58
Created by Administrator XWiki on 2016/09/29 15:51

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