Outstanding Item Searches

Analysts can conduct searches on outstanding calls, requests and tasks in ASM Core.

Before you start

To view calls you must have IPK Analyst selected in the Options tab of your IPK Management Security Role.

To view calls owned by other analysts, or by your group(s), you must have View Others' Calls and View Groups' Callsselected in the Options tab of your IPK Management Security Role.

To view requests and tasks you must have Workflow Analyst selected in the Shared tab of your Workflow Management Security Role.

To view requests and tasks owned by other analysts, or by your group(s), you must have the following options selected in the respective tabs of yourWorkflow Management Security Role: View Other's Requests and View Group's Requests in the Requests tab; View Other's Tasksand View Group's Tasks in the Tasks tab.

1. Select menu and then View to display the submenu.

2. The menu options for parts of the application to which you do not have access are disabled.

3. Choose which Outstanding window you want to view, or view your Workload (an aggregate of all your work items).

4. The relevant window appears, with your username at the top of the Explorer pane, and a list of ways in which you can filter the results.

   • Your Groups Calls - All items assigned to your group

   • Forum Watched Calls - All items you are currently watching

5. Beneath this is a choice of what status items you want to view.

Escalated Items	Items that are outstanding for you and have exceeded your organization’s service goals
Suspended Items	Items that are outstanding for you and were suspended while actioning (forwarding or deferring) the item
Suspended Group's Items	Items that are outstanding for your group and were suspended while actioning (forwarding or deferring) the item
Delegated Items	If you are named as a delegate for another Analyst's calls or tasks, you can also view items that have been delegated to you

Depending on your choices, the following further filters are displayed lower down the explorer pane. Select as necessary.

Your Items	Items assigned to you This appears for Outstanding Items and Suspended Items.
Forward to You	Items forwarded to you This appears for Outstanding Items and Suspended Items.
Forward to Your Group	Items forwarded to your group This appears for Outstanding Items and Suspended Items.
Forward Internally	Items forwarded internally This appears for Outstanding Items and Suspended Items.
Resolution Breach	Items for which the agreed timescale for resolution has been breached This appears for Escalated Items.
First Call Back Breach	Items for which the agreed timescale for resolution has been breached This appears for Escalated Items.
Response Breach	Items for which the agreed timescale for resolution has been breached This appears for Escalated Items.
Resolution	Items awaiting resolution This appears for Escalated Items.
First Call Back	Items awaiting First Call Back This appears for Escalated Items.
Response	Items awaiting response This appears for Escalated Items.
Action	Items awaiting action This appears for Escalated Items.
Action Breach	Items for which the agreed timescale for action has been breached This appears for Escalated Items.

1. As you check the boxes in the Explorer pane, the results pane will update to display the details.