Ticket via a Quick Call - Versions 2016 and Earlier
Specific to: Service Manager versions 2016 and earlier.
Definition
You can create a new incident, service request or change request via a Quick Call. This is a quick input screen that enables you to enter data quickly for a ticket.
AdditionalDefinition
This screen is used by the Service Desk to:
- Enter information on the relevant equipment or CI, the requestor and the recipient. You can initialize the quick call based on certain information from the user (requestor or recipient) and by using an incident/request template.
- 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 knowledge base or news articles.
The quick call will then be managed by one of the workflows defined for the category, as the ticket progressed:
- 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.
Notes
- Rights to create a quick call:
- You open the quick call using the
field found to the right of the menu bar. - The profile of the users must have the Display "Quick Call" rights that display field.
See the procedure. - Users must have the relevant rights for the Operation menu for incidents/service requests and the Transition menu for change requests.
- You open the quick call using the
- In the Front Office Self Service portal, users access a simple data entry screen.
AdditionalNotes
- When users are authorized to access both the Service Operation and Service Transition menus, the default category of the ticket will be Incident.
- When transferring a ticket, 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 ticket. See Group Directory > Manage authorized/unauthorized groups.
- Possible configuration:
- Add 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 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.
- You can hide the window for entering the title of the ticket (short description of the ticket) when the quick call is created using the Other Parameters {SM} Hide title when creating ticket.
- Add action buttons, Declare Major Incident (shortcut to the Report Major Incident wizard) and Copy From Template.
CautionSLA
Caution
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. Note: 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.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
BestPractice
Best Practice
- If you are waiting for additional information, create a draft. This enables you to resume the ticket 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 ticket 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
field > (optional) Search for the recipient > Log a New Call
Note: You can also open an Incident quick call using the Incident quick creation button 
.
Screen description
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
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.
- 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.
- A VIP user is indicated by one or more depending on the level. This means that the incident 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 depending on the level. This means that the incident must be given top priority in processing.
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.
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.
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.
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.
Note
Note: Comments on the request. You can also add images or tables using HTML tags.
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.
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.
Priority
Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.
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.
Manager
Manager: Name of the main contact person for the current object. In general, it is the first person to handle the object and decide on the outcome.
MaxResolution
SLA Target: Date by which the current object should be resolved.
- This is calculated using the start time of the current object and by applying the SLA of the object.
- The date is displayed in the time zone of the recipient.
SLA
SLA: SLA applied to the current object.
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. Note: 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.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
Solution
Solution: Solution to the current object.
- Update:
- In the ticket if the object can be solved immediately.
- Via the Comment field in the Action form when the object is transferred.
Use the help resources available: Search (access the full text search) and known errors
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 Display Related Information. The current step will be highlighted in red.
Category
Category: Catalog entry associated with the current object, used to run the relevant workflow.
Phone
Phone: Phone number of the recipient.
TimeLeftSLA
Time Left (SLA):
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.
- You can select the level using its name or quickly using its code.
- Urgency and impact are used to determine the priority of the 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.
EndProcessesCommonFields
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.
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.
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 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.
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. Note: 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.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
Impact
Impact: Level of the current object's adverse effects on the organization's activities.
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.
- You can select the level using its name or quickly using its code.
- Urgency and impact are used to determine the priority of the 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.
Solution
Solution: Solution to the current object.
- Update:
- In the ticket if the object can be solved immediately.
- Via the Comment field in the Action form when the object is transferred.
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.
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
icon.
Copy From Template: Used to initialize the quick call using a template. See the procedure (step 3).
- 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 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 object is qualified, this is the number of known errors defined for the category.
- If the object 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 object 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 by applying the SLA.
- 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 ticket 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 icon. Other news articles are prefixed by the
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:
- The quick call is saved.
The incident is managed by the workflow of the major incident. Its status will be Related Incident. - In the form of the major incident, the Related Incident tab will be updated.
- The quick call is saved.
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 field found to the right of the menu bar.
- Press <ENTER> on your keyboard.
The quick call will open.
The progress bar 
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 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
next to the one you want.
4. If there are already open incidents for the selected user, click Log a New Call.
- You can also run a quick global search.
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
next to the one you want.
The quick call will be preloaded with data on the selected user.
The progress bar 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 :
- 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.
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.
- 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.
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.
- 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.
- Click the Cancel action button.
TemplateManagement_Procedure
How to manage templates
Step 1 (optional): Select fields which must not be copied
1. Go to the Administration > Other Parameters menu.
2. Select the {SM} Exclude SD_REQUEST fields when duplicating incidents other parameter.
3. Specify the fields whose content must not be duplicated when using a template.
- Separate each field using a semicolon.
example HOUR_PER_DAY;ESTIMATED_PERCENT_COMPLETE;BUDGET_PLANNED
Step 2: Create a template.
1. Open the form of the object to be used as a template.
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 3: Use the template when creating a ticket.
1. Open a ticket.
2. Display the available templates by clicking Copy From Template.
The list of templates will appear.
3. Select the template you want.
- Use the search field to run a search in the description of objects.
- Click
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. See The Graphical User 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. Complete the information required:
- Alias: Click
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 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
in the Modules section. - Select the Display "Quick Call" box.
- Click OK.
4. Click 
to save the form.
Step 2: Display the 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 field appears at the top of the interface screen.
3. Run a quick global search to display the list of users and check that appears.
Wizards
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)
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
Transfer (action button)