my Call mask

[eisefr]

Ok.. to get this forum startet.....
I publish my call - form.


Just curious for some opinions

Frank

[tommy]

Our call format.

[eisefr]

Ok... Same picture again.. with some explainations what are the buttons for.

[eisefr]

I don't know why.. but i dont see any attachments here...

My wife says it shows it at home..
I guess thats a problem with our firewall here...


That sucks...

[jeppegotha]

hi,
and here is my call mask

[tommy]

That quick close template looks interesting. What does it do?

And good idea making the text for mandatory fields red as well as the red hat.

[jeppegotha]

hi,
the helpdesk receives alot of calls where the customer actually just want to get their password reset or something else that the helpdesk supporter can solve quite easily and instead of using time to fill out alot of fields like severity, notify type etc.etc. then the helpdesk user can just select a template to fill out all the fields depending what the problem is.

I have attached the form where the templates are modified.

[eisefr]

Cool Idea... :-)

That's something what could be usefull for us too. :-)
I will play around with that in our test system. I guess that's not so much to do.... Just fill the category-fields out and 1 or 2 other mandatory fields.. and you can close a call...

Would save alot of time...

[tommy]

Ok, in reality it is the cause code field You have extended.

We will be looking into implementing questionaires.

[jeppegotha]

hi,
yeah.. that is correct... except this Q-Close will auto-close the call afterwards when the template is selected (to save time)

[tommy]

Nice. How is that done? A script or just fill the text "Close" to the field "open"?

[tommy]

Another view of our call format.

[eisefr]

Ok..

I installed such a quickopen - Button in our callmask too.
My agents are happy...

I guess I can go home a little bit earlier today.. ... :P


Thanks again Jeppe for that good idea!!

Bye
Frank

[schrist]

Frank,

I noticed that you have a button on your cc.incquick screen which links to an existing problem.

How did you do that ?

Steve.

[eisefr]

Frank,

I noticed that you have a button on your cc.incquick screen which links to an existing problem.

How did you do that ?

Steve.

Thats just a button which brings the call agents into the apm.search.probsummary.g - form. So they can search for problem tickets without leaving the call mask.

Thats done through the display option of cc.first.
There is the application apm.search.problems started. Thats it.

[gavster]

Here is my callscreen........(i hope it displays , i couldnt quite work it out!)

[imcclell]

Well, since everyone is doing it

[tommy]

This is how our call screen will look like in SC5

[Andy Horwood]

Here is our call screen. The buttons at the bottom generate pre-populated incidents for our most popular helpdesk calls. The master incident fill will create a child incident and associate it to whatever incident is typed into the box. :wink:

Andy

[eisefr]

And I thought I do have too many buttons in my forms...

[thephantomlord]

I think two years is long enough for another post to this thread

Here's our ticket screen:

edit: the black bars are marquees that display info about the area below. The assignment group marquee for instance will tell whether or not a group gets automatically paged and for what priority tickets.