Ticket via a Quick Call

Last modified on 2023/12/06 17:25

Service Manager : Oxygen+

     Open url.png See versions 2016 and earlier.

   This page describes how to create a quick call for incidents and requests. Case management uses a simplified quick call.

Definition

You can enter a new incident, service request or change request using a quick call. This is a data input screen for tickets.

EndDefinition

This screen is used by the Service Desk to:

The quick call will then be managed by one of the workflows associated with the category, based on the progress of the ticket:

  • The ticket is resolved. The immediate solution workflow will start.
  • The ticket is transferred when its resolution requires the intervention of several technicians (redirection, escalation, requalification). The standard workflow will start.
  • The ticket is put on hold while waiting for additional information. A draft is generated so the ticket can be resumed at a later time. No workflow will start.

Notes

  • Rights required for creating a quick call:
    • Only Back Office users can create a quick call. Front Office users can access a simple data entry screen via the Self Service portal.
    • The user profile must be authorized to enable ticket creation from the search bar in order to display the + Quick Call and + Ticket buttons.
    • To create a quick call, the user must have the appropriate access rights to the Service Operation menu for incidents and service requests and the Service Transition menu for change requests.
  • The default category of the quick call is the one associated with the Back Office by Default option in the Incident Catalog or Service Request Catalog belonging to the domain (or lower-level domain) of the logged-in user.
  • Possible configurations:
    • Format the ticket number by selecting Administration > Parameters > Auto-Inc Fields in the menu.

      Default format:

      • Incident number: I[Y][M][D]_[######]
      • Request number: S[Y][M][D]_[######]
      • Change request number: R[Y][M][D]_[######]
    • Hide the window for entering the ticket title (short description) when creating the quick call via the search field in the top banner using Other Parameters > {SM} Hide title when creating ticket.
    • Add two action buttons, Declare Major Incident (shortcut to the Report Major Incident wizard) and Copy From Template. 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.

Caution

Application rules of SLAs

SLA_ApplicationRule
  • The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
  • The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
        Open url.png See the examples.
SLA_ApplicationRule_Override
  • You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.

Best Practice

BestPractice
  • 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.

Menu access

MenuAccess

(1) Quick creation button + Quick Call in the top banner

or

(2) Search for the requestor/recipient in the search field in the top banner > + Ticket

          Ticket - Access.png

Description of tabs

          Ticket.png

TabUpdateRules_After2016Versions

Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png

Details

ObjectNumber

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

Best Practice icon.png  You can format the number via the Administration > Parameters > Auto-Inc Fields menu.

CreationDate

Creation Date: Creation date of the current object.

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

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

  • When you create a ticket for a recipient user associated with a VIP level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
Priority

Priority: Level priority automatically calculated based on the urgency and impact of the current object.

Best Practice icon.png  You can use the priority to prioritize the processing of tickets with identical SLA target dates/times.

Status

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

Best Practice icon.png  You can display the workflow associated with the current object by clicking ▼ next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.

SLA

SLA: SLA applied to the current object.

Application rules of SLAs

SLA_ApplicationRule
  • The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
  • The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
        Open url.png See the examples.
TitleOnQuickCall

Title: Short description of the ticket.

Category : Catalog entry qualifying the quick call, used to run the relevant workflow.

CategoryOnQuickCall
  • The catalog entries displayed are those which:
    • Are active on the date of the quick call.
    • Can be requested in the catalog.
    • Are associated with the domain of the logged-in user (or with a lower-level domain).
    • Do not have a restriction on the location or department, or any restriction that includes the location or department of the requestor/recipient.
  • The default category of the quick call is the one marked as Back Office by default in one of the catalogs of the domain of the logged-in user.

   When running a search in the knowledge base, if you select a problem associated with another category, this will modify it automatically in the quick call if in Other Parameters, the {SM} Back Office quick call: Do not inherit problem/known error category parameter is enabled.

Description

Description: Description of the current object.

SolutionOnQuickCall

Solution: Solution to solve immediately the current object.

  • After transferring the ticket, you can use the Comment field in the Action form.

Best Practice icon.png  Use the help resources available: Full text search and Known errors

Phone

Phone: Phone number of the recipient.

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.
Urgency

Urgency: Level of the current object'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 catalogs and can be reassessed in the ticket.
  • Urgency and impact are used to determine the priority of the current object.
  • When the recipient is associated with a VIP level or when the equipment is associated with a critical level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

Best Practice icon.png  You can select the level using its name or quickly using its code.

Impact

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

  • Impact is inherited from the catalogs and can be reassessed in the ticket.
  • Urgency and impact are used to determine the priority of the current object.
Equipment

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

  • When you create a ticket for a CI associated with a critical level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
  • If the incident concerns an item of equipment promoted to CI in the CMDB, the CI field will automatically be updated if it has not been specified.
  • If the field is not specified, it will automatically be loaded with the value of the CI Name field of the selected service.
CIName

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

  • Click CMDB Graph icon.png to display the CMDB graph.
  • When you create a ticket for a CI associated with a critical level (indicated by Red star.png in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

Action buttons

ReportMajorIncidentButtonOnQuickCall

Declare Major Incident (Note: Only for an incident quick call): Used to create a news article to inform users of a major malfunctioning related to the incident.

   By default, the button is not available in the quick call. Open url.png  To find out how to add it, see the procedure

CopyFromTemplateButtonOnQuickCall

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

   By default, the button is not available in the quick call. Open url.png  To find out how to add it, see the procedure

TransferButtonOnQuickCall

Assign: Used to assign the current object, through a redirection or escalation, to a group or group member and start the standard workflow associated with the category.

     Open url.png Also see the Assign wizard

  • The default group is the one defined in the workflow.
    • You can select another group only from authorized groups where the logged-in user belongs. Open url.png See Group Directory > Manage authorized/unauthorized groups.
    • The groups available are based on the domain of the user and the role defined in the workflow if in Other Parameters, the {SM} Filter list of groups by category when transferring actions parameter is enabled.
  • The current object will have the status associated with the first step of the workflow.
  • The target resolution date is automatically calculated using the SLA.
  • The Back Office Quick Dashboard counters are automatically updated.
ResolveButtonOnQuickCall

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

     Open url.png Also see the Resolve wizard

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

Save as Draft: Used to interrupt the quick call, save the form and reopen it at a later time.

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

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

  • No ticket will be generated.
  • The form number will be deleted and can no longer be used.
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.

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. This is the number of known errors defined for the category, or, failing that, 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 no category is entered in the form of the current object, 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.

Discussions

DiscussionTab

List of discussions which users can access based on their domain and the visibility of the discussion.

  • Enter the keywords you want in the Search field and press Enter
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.

User Information

UserInformationTab

Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.

  • Update: Only the recipient and location can be modified in this tab.

Attachments

AttachmentTab

List of documents attached to the current object. Open url.png See uploading and downloading documents.

  • You can also attach documents via the Details tab on the current object form.

Contextual News Articles

List of news articles with the same category as the current object.

  • When you select a news article related to the incident/request category, the description is automatically copied to the quick call Solution field.

Other tabs

     Open url.png See the description of tabs for:

Procedures and Wizards

How to create a ticket

   Case management uses a simplified quick call.

CreateTicket_StepSelectUser_Procedure

   You must have an authorized profile (Enable ticket creation from the search bar right)

Step 1: Create the quick call

1. You can click the quick creation button + Quick Call in the top banner.

          Create ticket via Quick creation button.png

2. You can also search for the requestor/recipient in the search field in the top banner. Hover over the relevant user in the list and click + Ticket.

          Create ticket via search bar.png

  • Enter the new ticket title (short description) and click Create.
            Create ticket via search bar - Title.png

   The window for entering the ticket title (short description) will not appear if in Other Parameters, the {SM} Hide title when creating ticket parameter is enabled.

The quick call screen will open.

  • The Recipient field will be preloaded with information on the selected user (method 1) or with the selected user (method 2).
  • The default category of the quick call is the one marked as Back Office by default in one of the catalogs of the domain of the logged-in user.

Step 2: Enter information in the quick call

CreateTicket_StepEntryInformation_Procedure

Best Practice icon.png  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.

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

   By default, the button is not available in the quick call. Open url.png  To find out how to add it, see the procedure

  • 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.
  • Click Apply to select the relevant template.
    The quick call will be preloaded with data from the template fields.
           Incident Request templates.png

2. Enter information in the quick call.

Best Practice icon.png  (Note: Only for an incident) You can click the title of a news article in the Contextual News Articles tab. Click Apply if you want to use the solution to solve the current object.

The quick call will be preloaded with data from the Solution field.

3. (Optional - Only for an incident) You can generate a new news article automatically by clicking Declare Major Incident.

Step 3: Proceed with the quick call

CreateTicket_StepFollowUp_Procedure

1. Click below to follow one of the procedures for the quick call.

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

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to assign the quick call.

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 quick call will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

  • Click the Save as Draft action button.
    • The quick call will be saved and associated with the Processing in Progress meta-status.
    • You can reopen it at any time by selecting Service Operation > Drafts > Drafts for incidents, service requests and cases or Service Transition > Drafts > Drafts for change requests.

How to add action buttons

ActionButtonsAdding_Procedure

   By default, the Copy From Template and Declare Major Incident action buttons are not displayed in the quick call. You can add them manually.

    Your user profile must be authorized to edit display presentations.

1. Open a quick call.

2. Switch to edit mode. Open url.png See the graphic interface > 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. Specify the following information:

  • 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 and select the wizard you want.
    • Report 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 quick call.

Wizards

Accept Transfer
Link to a Project
Link Event to an Incident
Link to a Parent Incident
Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Link to a Service Request
Cancel
Cancel Relation with Parent Record
Change Target Resolution Date
Change SLA
Close
Copy From Template (action button)
Declare Major Incident / Report Major Incident (action button/wizard)
Duplicate
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Urgency Change
Notification for Action
Notification for Information
New Problem
New Knowledge
New Change Request
New Service Request
New Known Error
New Task
Notify Support Person
Reminder for Support Person
Reopen
Reopen and Requalify
Resolve (action button)
Availability Simulation
Place on Hold / Continue
Assign (action button)

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