Using the Call, Request, and Task Details window
The Details window contains information relating to an issue that has been reported, a request or a task that has been assigned to you (the "Ticket").
Logging form involves identifying the user who has reported the incident, problem, known error or service request, recording the service and configuration item, classifying and prioritizing the issue, capturing its details, and finally assigning the ticket to a support analyst.
Finding a ticket involves using the Search or Outstanding windows, or by typing the record number into the Quick Search.
Updating a ticket can involve changing values in fields, such as the Priority or Service, adding comments, changing the status, or assigning to an analyst or group, and finally saving the changes.
Closing a ticket involves changing the value in the Status field to a status configured with the Close function by the System Administrator.
Before you start
To view calls, IPK Analyst must be selected in the Options tab of your IPK Management Security Role.
To create calls, Log Calls must be selected in the Options tab of your IPK Management Security Role.
To view requests Workflow Analyst must be selected in the Shared tab of your Workflow Management Security Role.
To create requests, Create Request must be selected in the Requests tab of your Workflow Management Security Role.
Logging a Call or Request
On the menu, select New Call (the telephone icon) or New Request (A wheel Cog Icon).
If IPK Status and IPK Stream is enabled, select an IPK Status and IPK Stream.
The Details window appears.
Complete the Details
Select SAVE when you are finished and to save the ticlet.
The window will close or stay open depending on system configuration.
Select CANCEL to cancel your changes.
Opening a Record
Open an existing call record using one of these methods:
On the menu, select Search and then Call or Request or Task Search. The Search window appears.
On the menu, select View and then [the record type you are searching] Outstanding.
If you know the number of the record you want to view, type it into the Quick Search field
The Details window appears.
Complete or update the Details
Select SAVE to save the changes.
The window will close or stay open depending on system configuration settings.
Select CANCEL to cancel the changes and close the window.
Select SAVE to save the changes.
Select CANCEL to cancel the changes and close the window.
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