Configuring IPK Settings
You can configure global settings for the IPK Management module. These settings can be used to enable ITIL on your system and call screen linking.
Although ASM is fully ITIL aligned, you may choose not to enable certain aspects of ITIL. You can use these options to configure multiple call screens for your system. You can also manage settings related to the IPK Rules Builder and scripting that you can configure for calls.
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.
You must have IPK Management Set Up enabled within 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 IPK Settings to open the window.
Select the options that you require for your partition. The options under IPK Settings configure ITIL-related IPK functionality on your system.
These options can streamline the way calls are logged within your organization as they allow you to ensure the call screen an analyst needs to use to log a call is the appropriate one for the issue.
The options for Multiple Screen Sets enable you to activate the different types of configured windows in the system.
These options are not available if you are using the ITIL-related IPK Management functionality. Enable IPK Statuses and Streams must be deselected to enable these options.
Custom call windows are created in the ASM Designer and custom call screen sets are defined in Call Screen Sets.
The options for Change Call Screen Sets enable different settings for Call Screen Sets.
The options for Matching Panel enable the Matching Panel and its sections, in calls. At least one of Matching Calls or Matching Knowledge must be selected for the Matching Panel to appear in calls.
These options are disabled if Enable IPK Statuses and Streams is selected and must instead be configured in IPK Statuses.
The options in Call Resolution by Knowledge control the call closure field values that are applied when calls are closed using Knowledge.
You can enable and configure the options for IPK rules in the IPK Workflow Rules Builder section.
You can configure the following options for the Scripting module. This window enables you to create call scripts that Analysts can use when responding to a call. A script can provide a step-by-step approach to help the Analyst resolve a call.
You can use the fields in the Options section to configure and control certain call logging features.