ASM HERMES 10.6

Using Quick Solutions

Quick solutions are macros that automatically input details into the Call Details window and are especially useful for recurring issues. They can also be configured to automatically close the ticket.

Quick solutions are meant to save the analyst excess typing and mouse clicks for the more repetitive and mundane tickets you manage. Analysts can apply 1 or more Quick Solutions to a ticket. For example:

The AD password reset always follows the same exact resolution and the note never changes. A quick solution can be set so that the actions and solutions note is updated, with the standard Password reset text, and then the ticket can auto-Close.

Network Printer Troubleshooting can be configured with all the steps or questions the analyst needs to ask/do. When the Network Printer Troubleshooting Quick Solution is loaded onto the ticket, this text is entered into the ticket and all the agent need do is fill in the answers and any other unique information. In this example, you would not configure the Solution to also close the ticket, rather you are facilitating a standard set of actions.

Analysts can select a quick solution by selecting the Quick Solutions explorer option on the Call Details window.

To Use a Quick Solution

  1. Select Quick Solutions from the explorer option : Resolution>Quick Solution

  1. Select the required solution from the displayed Select Quick Solution window.

  2. Click OK.

If there are no Quick Solutions linked to the call’s issue type, all the Quick Solutions in the system will be displayed. You can define multiple Quick Solutions for a type.

  1. The Quick Solutions link will turn Blue, indicating 1 or more quick solutions have been used.

  1. To view the details of the Quick Solution's action, access the Description, and Actions and Solutions tabs

    • Description Tab - The Description will be appended with the standard Problem Description as configured for the quick solution. It will not overwrite what the user entered.

  • Actions and Solutions Tab - the call close text will be entered.

Quick Solutions that Auto-Close the Ticket

When a Quick Solution is configured to close the ticket, additional actions occur automatically.

  1. The Call/Ticket's Physical Status, Call State, and Call Status fields are updated to:

    • Physical Status - Closed

    • Call State - Closed

    • Call Status - Resolved

Your organization can configure these default values, and many more, as part of the Quick Solution configuration in ASM's System Administration IPK Settings menu. If your auto-close values are different, it is because your organization has configured different defaults.

  1. The History Is updated, visible in the quick view in the Ticket's Summary Table at the bottom of the Home page and in the detailed, full page expanded history view

  1. The call window is closed

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