Call Details Explorer Options

The Call Details Explorer appears on the left-hand side of the Call Details window. It contains groups of options or links to other windows and functionality that relate to the current call.

The following options are available, access to some of which depend on the status of the call and the settings in your security role. You may need to expand the group to see the options within it.

Details Group

Within the Details group, you will find:

• SLM to view Service Level Management agreements currently in effect on a call.

• History to view detailed call history information

Data Group

Within the Data group, you will find:

• Call Activities to add additional tasks for other analysts to the ticket.

• Events to view the event transactions exchanged between ASM and the system in which the event originated

• Inbound Action to view the messages exchanged between ASM and the other system relating to the Inbound Action

• Outbound Action to view the outbound action messages exchanged between ASM and the external system relating to the Outbound Action

• Audit to view an audit trail of the changes made to the Call Details. The call audit trail tracks the changes made to the call, such as the date of change, name of the officer making the change, and action undertaken.

• Transactions to view or perform transactions on a software product or inventory item from the Call Details window.

• Transaction History to search on transactions added to a software product or inventory through a call.

Resolution Group

Within the Resolution group, you will find:

• Quick Solution to select from a list of Quick Solutions defined by your system administrator, a predefined solution for the call

• Experience Base to carry out a search of previously solved problems based on any combination of the attributes displayed

• Knowledge Search to search for Knowledge Bank articles that you can link to the current call

• Linked Knowledge Entries to view a list of the knowledge bank articles linked to the current call

• Clone to Knowledge to publish an existing ASM call automatically to the Knowledge Bank

• Clone to Bulletin to publish an existing ASM call automatically to the Bulletin Board

• Support Skills to view a list of analysts with specific areas of expertise. This is useful if you need to forward the call to another analyst (or group) with the necessary skills to resolve the call.

• Workaround to record the details of any workaround found for the current call. Recording a workaround for the current call automatically links it to the call.

Quick Launch Group

Within the Quick Launch group, you will find the Quick Launch option(s) available to you.

Communication Group

Within the Communication group, you will find:

• Add Note to add a note to a call, request, or task. This is useful where you have already forwarded a call, request, or task to another person and wish to add some details to it. The note is added to the history of the item where it can be selected and viewed.

• Email to send an email

• Email All - Enables you to reply en-masse to all Stakeholders with a role of "Email Recipients".

  

  CC Recipients will be added automatically to the Send Email dialog window in the CC Recipients section. The Analyst is then able to manually remove any Call/Request/Task Stakeholders they do not want to include in the Email Message.

• Reminders

Workflow Group

Within the Workflow group, you will find:

• Internal to forward the call to an analyst or group

• External to forward a call externally when outside resources are required to resolve a call, for example, if a configuration item needs to be serviced or repaired.

• Defer to save the details of a call as it has been logged or updated, but put off any action until a later stage.

• Save to save any information that you have entered on the call, while still keeping the Call Details window open

• Close to change the status of the call to Resolved and close the call.

• Close New to close the current call and open a new Call Details window, without filling in the fields on the Call Close window. If IPK workflow rules are enabled and the system finds a matching workflow rule, the call you are trying to close will be assigned to the group/analyst specified in the rule.

• Change Call Partition to change the partition of the current call to any partition to which you have access

• Change IPK Stream to change the stream of a call after it has been logged

• Change IPK Status to change the IPK status of a call. You can, for example, change an Incident to a Problem or Known Error, or any other IPK status to which you have access

• Screen Set to associate another screen set with the current call or call template

• Linking to link calls relating to the same issue

• Clone to ‘clone’ calls, that is, make a copy of the current call with all the existing details for it

• Forum Analysts to create a forum for the current call, and add any analysts or groups you think would be interested in the progress of the call.

• Stakeholders to link stakeholders to the current call.

  • Special Note about the Stakeholder role "Email Recipient": This role enables you to specify notification recipients for the ticket and to then reply en-masse to all Stakeholders with this role. CC Recipients will be added automatically to the Send Email dialog window in the CC Recipients section. You are then able to manually remove any Call/Request/Task Stakeholders you do not want to include in the Email Message.

• AI Ops to link calls created by the same AI Ops rule