Ticket via a Quick Call
Service Manager : Oxygen+
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:
- Enter information on the relevant equipment or CI, requestor and recipient. The quick call can also be initialized using information from the user (requestor or recipient) or using an incident or service request template.
- Qualify the quick call by selecting the category from the catalog (incident, service request or change request).
- Describe the reason for the call and attach files.
- Access help resources to diagnose the incident such as the problem knowledge base, the known error knowledge base or news articles.
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.
- When transferring a quick call, only authorized groups where the logged-in user belongs will be available, based on the domain of the user and the role defined in the workflow that manages the quick call.
See Group Directory > Manage authorized/unauthorized groups.
- Possible configurations:
- Format the ticket number by selecting Administration > Parameters > Auto-Inc Fields in the menu.
- 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.
See the procedure
- Display one of the recipient's main equipment by default using Other Parameters > {SM} Back Office quick call: Select equipment automatically.
- Format the ticket number by selecting Administration > Parameters > Auto-Inc Fields in the menu.
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.
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.
- 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.
- Full-text search.
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
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
---|---|
Run the New wizard at the top of the tab |
Move the cursor over the corresponding item and click |
Details
ObjectNumber
Number: Automatically generated number of the current object when it was created.
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
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.
Status
Status: Current status of the current object, automatically updated via the steps of the workflow.
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.
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.
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.
Phone
Phone: Phone number of the recipient.
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.
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
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
Impact
Impact: Level of the current object's adverse effects on the organization's activities.
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
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
to display the CMDB graph.
- When you create a ticket for a CI associated with a critical level (indicated by
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.
- The new news article will automatically be displayed in the list, prefixed by the
icon.
Also see the Report Major Incident wizard
CopyFromTemplateButtonOnQuickCall
Copy From Template: Used to initialize the quick call using a template. See the procedure
- You can modify the information preloaded from the template.
Also see the Copy From Template wizard
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.
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.
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.
- You can select another group only from authorized groups where the logged-in user belongs.
- 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.
Also see the Resolve wizard
DraftsButtonOnQuickCall
Save as Draft: Used to interrupt the quick call, save the form and reopen it at a later time.
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
.
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. 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
See the description of tabs for:
Procedures and Wizards
How to create a ticket
CreateTicket_StepSelectUser_Procedure
Step 1: Create the quick call
1. You can click the quick creation button + Quick Call in the top banner.
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.
- Enter the new ticket title (short description) and click Create.
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
1. (optional) Click Copy From Template to initialize the quick call using a template.
- Use the Search field to run a search in the description of objects.
- Click
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.
2. Enter information in the quick call.
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.
Assign the quick call to another group or Support person
- Click the Assign action button.
- Specify the group or Support person to whom you want to assign the quick call.
- 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.
- Click the Cancel action button.
- The quick call will not be saved.
How to add action buttons
ActionButtonsAdding_Procedure
1. Open a quick call.
2. Switch to edit mode. 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
of the object.
- Click and drag it to the top of the screen.
4. Click to open the Properties Inspector.
5. Specify the following information:
- Alias: Click
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)