Ticket via a Simplified Quick Call for Cases

Last modified on 2023/07/17 16:13
Contents

Specific to: Service Manager versions 2016 and later

   This page describes how to create a quick call using a simplified data entry form.
   Open url.png See Quick calls for incidents and requests

The simplified quick call for cases is based on a conditional form presentation of a ticket.

  • It requires less information to be specified because tickets related to case management do not require as many details as those for service requests.
  • It replaces the main form presentation of the standard quick call that is used for incidents and requests.
     

This screen is used by the Service Desk to:

  • Enter information on the case, requestor and recipient. The quick call can be initialized using information from the user (requestor or recipient) or using a case template.
  • Qualify the quick call by selecting a category from the Case Catalog.
  • Describe the reason for the call and attach files.
  • Access the help resources available such as the problem knowledge base, the known error knowledge base or news articles.
     

The quick call will then be managed by the workflow associated with the category.

The ticket can be:

  • Solved immediately.
  • Transferred when its resolution requires the intervention of several technicians (redirection, escalation or requalification).
  • Put on hold while waiting for additional information. In this case, a draft is generated so the ticket can be resumed at a later time. No workflow will start in the meantime.

Notes

  • The conditional form presentation is shipped with the standard version of EasyVista.
    • It is called Creation of a case.
    • Customers can customize and rename it based on their requirements. Open url.png See the procedure
  • Rights required for creating a quick call:
    • Only Back Office users can create a quick call. Front Office users can access the simplified data entry form 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 MenuService Operation > Case Management menu.
  • The default category of the quick call is the one associated with the Back Office by Default option in the Case Catalog.
  • Possible configurations:
    • Format the ticket number by selecting Administration > Parameters > Auto-Inc Fields in the menu.

      Default format for numbering cases: C[Y][M][D]_[######])

    • You can hide the window for entering the ticket title (short description) when creating the quick call in the search bar in the top banner. To do so, select Other Parameters > {SM} Hide title when creating ticket in the menu.

Caution

  • SLA application rules:
    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.
          Open url.png See the examples.

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 simplified data entry form for incidents and requests. Open url.png See the procedure

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 - Conditional form presentation.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.
TitleOnQuickCall

Title: Short description of the ticket.

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.

Case Description (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.

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.

   The level of impact and the level of urgency will be inherited from the Case Catalog entry.

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.

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

Action buttons

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.

Discussion

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 in the Details tab of the Case form.

Contextual News Articles

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

  • When you select a news article related to the case, its description will automatically be copied to the Solution field of the quick call.

Procedures and Wizards

How to create a ticket using the simplified data entry form

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

1. Enter the information for the quick call.

Best Practice icon.png  You can click the title of one of the news articles in the Contextual News Articles tab. Click Apply if the solution can be used to solve the ticket.

The solution will automatically be copied to the Solution field of the quick call.

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 define the Simplified quick call conditional form presentation

Step 1: Access the conditional form presentation in edit mode

1. Open a ticket.

2. Click Browse grey points icon.png in the top banner and select Edit Form.

The main form presentation will appear.

3. Click Create / Select a Form Presentation.

4. Select the conditional form presentation called Creation of a case.

          Ticket conditional form presentation - Select form presentation.png
 

Step 2: Define the conditional form presentation

1. Define the perimeter of the conditional form presentation.

  • You can select the Is a new ticket option to use the new conditional form presentation during quick calls. 
  • Select the Case Management option to apply the new conditional form presentation to cases only.
    The filter conditions will automatically be refreshed.

Best Practice icon.png  You can also apply the same conditional form presentation to other types of tickets by selecting the relevant options.

          Ticket conditional form presentation - Edition mode.png

2. Click Browse points icon.png next to Manage the List of existing User Profiles and specify the profiles authorized to access the new conditional form presentation.

3. (optional) You can change the position of objects to be displayed in the conditional form presentation based on your requirements.

     Open url.png See How to modify the form presentation

4. Click Save.
 

Step 3: Check that the conditional form presentation is correctly configured

1. Click Save and Close.

You will return to the form interface.

2. Create a quick call and select one of the categories in the Case Catalog.

3. Check that the Creation of a case conditional form presentation is correctly displayed.

Wizards

Close
Duplicate
Send Email to Requestor
Notify Support Person
Reminder for Support Person
Reopen
Resolve (action button)
Place on Hold / Continue
Assign (action button)

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