For what its worth here is the new call screen we are using

[xia_zhou1]

For what its worth here is the new call screen we are using for SC3[/img]

[dx111ge]

how it works ????

[eisefr]

Looks good.
Nice design.


Is it really helping you to show the call of the last 30 days?
We used that too in the past. But later i changed it.. so now we see the problemtickets in a subformat which are currently open.

[eisefr]

And WHAT is a SC TIMBUCTU???

[xia_zhou1]

Timbuktu is a Support Tool from http://www.netopia.com to take control of the clients machine. Much like PCAnywhere. In SC3 we just track its usage of the tool.

For the last 30 days of calls I use a recursive link record to rtecalls to query the incidents table for tickets and place them in a variable. The code came from an X Peregrine Implementer.

[ambarnes]

That's an interesting implementation. I was curious how, if I were the help desk rep taking a new call and typed in the caller's employee ID number, how do you display a list of all calls from that particular user?

[xia_zhou1]

I attached the code to a posting on Aug 7th. The code is executed when the link is activated for the employee #

[ambarnes]

Doh! I'm obviously blind - thanks for pointing out the info