Action Type
You can define categories of activities that can be selected by Analysts when they forward a call.
Action Types are used to profile what activity has already 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.
Creating an Action Type
Before you start
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.
Updating an Action Type
Before you start
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.
Deleting an Action Type
Before you start
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.
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