Action Type
You can define categories of activities that can be selected by Analysts and Users when forwarding an= call or adding a note to a ticket.
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You can define categories of activities that can be selected by Analysts and Users when forwarding an= call or adding a note to a ticket.
Last updated
Action Types are used to profile what activity has occurred as the call is forwarded. The selected action type is then added to the Action Type select list on the Call Details window. You may define as many Action Types as you wish.
Action Types also enable Portal Users to mark the update type when adding a note in the conversation widget and for analysts to include it when adding a note in Core (See Info Box below).
As of HERMES 10.6.8.13907, you can enable adding action types to Notes and conversation messages by “Enabling the Action Type in the Add Note Screens” checkbox in the Action Type Screens.
Select "Enable Action Type in the Add Note Screen" on the Action Type System Admin setting. System Administration>IPK Management>Action Type
For each type you want to be available to the Portal Users and to the "Add Note" screen, select the "Display in Add Note" check box.
In the configuration of the update types, you can mark the action type as a “chase”, “escalation” or another custom status. This would allow your customers the ultimate flexibility with the ability to customize the list to record the specific important types of updates, chases and escalations.
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Action Type to open the window and display existing action types.
Select the Plus icon to add a new row. A blank row is inserted in the table.
Complete the details:
Key Date
Select to define the action type as having a key date. This can be used to record the times that this action type occurred.
For example, if you want to track the times the system is reconfigured, you apply the Key Date to the action type ‘Reconfigure System’. When an Analyst selects the Action Type on the Call Details window, the date and time is recorded and displayed in the Key Date field, if it appears on the Call Details window.
To make the key date available to analysts for selection on the Call Details window, it must be added to the Call Details service desk screen through the ASM Designer.
Only one action type can be defined with a key date.
Enable Action Type in the Add Note Screen
Select to include an action type Drop-Down in the add note screen. Selecting Action type allows analysts to classify the action taken. This is recorded to Audit and to the History of the ticket.
Name
The name of the action type or activity you want to add
5. Select to save the changes. Provide the Change Reasons if prompted to do so.
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Action Type to open the window and display existing action types.
Update the details as necessary.
Save the changes. Provide the Change Reasons if prompted to do so.
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Action Type to open the window and display existing action types.
Select the action type you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.
Save the changes. Provide the Change Reasons if prompted to do so.