ASM HERMES 10.6

Call Scripts: Scripting

Available in the self-service portal and in Core, you can create call scripts to provide a step-by-step approach to help an analyst or user resolve a call.

Scripting is not available in the NANO Application

This section covers enabling scripting. For help using Scripting, please enter the following in the global search above:

Self-Help/Self-Diagnosis in the Portal: Scripts

AND

Using Call Scripts in Core

Why Implement Scripting?

Organizations implement and maintain incident troubleshooting and resolution scripts for several reasons:

  • Efficiency: Scripts standardize the troubleshooting process, ensuring that all necessary steps are taken to resolve incidents. This reduces the time it takes to resolve issues, improving operational efficiency.

  • Consistency: Ensuring that all team members follow the same procedures reduces variability in the troubleshooting process. This enhances the consistency of resolutions provided to users.

  • Knowledge Sharing: Scripts serve as a knowledge base for team members, especially for less experienced personnel. They help in sharing expert knowledge and best practices across the team.

  • Customer Satisfaction: Faster and more consistent resolutions directly contribute to improved customer satisfaction. Scripts ensure that users receive help promptly and their issues are resolved in a professional manner.

  • Training Tool: New staff members can use scripts as a learning tool, which helps in reducing the onboarding time and makes the training process more effective.

By integrating scripts into the Self Service Portal, organizations enable users to resolve simple incidents on their own, further reducing the load on IT support teams and improving user experience.

Before you start

Configured must be selected under Scripting Options in the IPK Settings window. This also enables the Scripting explorer option on the Call Details window. Select the Type option in the same window if you want scripts to be linked to issue types.

You must have IPK Setup enabled in the Admin tab of your General Access Security Role.

You must have Script Admin selected in the Options tab of your IPK Management security role.

Creating a Script

  1. Select ≡ > Admin > System Administration. The System Administration window appears.

  2. In the Explorer pane, expand IPK Management.

  3. Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. You can adjust the column widths if required.

  4. Select the New icon. A row is added to the browse table.

  5. In the Script column, type the name of the script you want to create into the field.

Add Script Details - Configure your Script

  1. Select the row and double-click to add the Script details.

  2. The script’s name displays in the Title field and cannot be edited in this window.

  3. From the Script box, showing the layout of the script as a tree with different options, select Add to add a new option. This opens the New Option window.

  4. Type a title for the script option. Select Ok. The option displays in the script tree layout. (If you want to remove the option from the script, select the option in the Script box and select Remove .)

  5. If the selected option is a prompt, that is, a question the Analyst is likely to ask the User, type it in the Prompt field (for example: “Is it a problem with Word?”).

  6. If the option is an answer to a question, that is, a piece of advice for dealing with a particular issue, type the advice you would like to use in the Advice field.

  7. Repeat these steps to create another option.

  8. To attach a file to the script or the currently selected option in the script, select Attach Object and upload an object.

Relevance: Link Types to the Script

  1. At Linked Types, select an issue type. In the multi-tier type list, double-click the issue type to select it.

  2. Select Add to link the current script to the issue type. To remove an issue type from a script, select the issue type and select Remove.

  3. The type you link to a script is only used to filter scripts when an Analyst selects a call type in the Call Details window within the main application. If a User logs a call from a script through the Self Service Portal, the linked type is not allocated to the call.

  4. Save the changes.

  5. Provide the Change Reasons if prompted to do so.

Renaming a script

  1. Select ≡ > Admin > System Administration. The System Administration window appears.

  2. In the Explorer pane, expand IPK Management.

  3. Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. You can adjust the column widths if required.

  4. In the Script column, select the name of the script you want to rename.

  5. Type the new name for the script over the current name.

  6. Save the changes. Provide the Change Reasons if prompted to do so.

Updating a script

Maintaining the relevancy of Incident Troubleshooting Scripts is vital for several reasons:

  1. Efficiency: Relevant scripts ensure that Analysts have the most up-to-date guidance, enabling quicker resolution times.

  2. Accuracy: Keeping scripts relevant helps in providing accurate information to users, reducing the chances of miscommunication and potential escalations.

  3. User Experience: Relevant scripts contribute to a positive user experience by ensuring that the resolutions provided are effective and timely.

  4. Adaptability: As technology and processes evolve, updated scripts ensure that the service desk can adapt to new challenges and continue to provide excellent support.

  5. Compliance: In some industries, maintaining accurate and current scripts is necessary for compliance with regulatory standards.

  1. Select ≡ > Admin > System Administration. The System Administration window appears. \

  2. In the Explorer pane, expand IPK Management.

  3. Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. You can adjust the column widths if required.

  4. In the Script column, select the the script you want to update.

  5. Select the script to display the Script details.

  6. Make the necessary changes.

  7. Save the changes.

  8. Provide the Change Reasons if prompted to do so.

Deleting a Script

  1. Select ≡ > Admin > System Administration. The System Administration window appears.

  2. In the Explorer pane, expand IPK Management.

  3. Select Scripting to open the window. A browse table displays the existing call scripts, with checkboxes indicating whether they are available in the full application and/or the Self Service Portal. You can adjust the column widths if required.

  4. To delete a script, select it and select the Delete icon.

  5. Save the changes.

  6. Provide the Change Reasons if prompted to do so.

Examples

ASM Core

Self Service Portal

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