Link Type/Stream/Status to Call Screen Set
You can link a call screen set to a specific issue type, IPK status, and IPK stream combination. This is done through a matrix of Types, IPK Statuses, and IPK Streams.
Types are tiered, so you can have specific Types within larger categories. For example: You could have a Type = Keyboard nested within Hardware. You can specify call screen sets for Types at all tiers. If you don't specify a call screen set, the Type will use the call screen set linked to the parent Type.
Scenario: Organization A wants a specific call details screen displayed when an Analyst logs a hardware fault.
First, they create a call screen set for logging hardware faults, designing the call details screen to contain the fields they want. Then they link this call screen set to the issue Type = Fault, the IPK Stream = Hardware, and all IPK Statuses (Incident, Major Incident, Problem, Known Error, and Service Request).
When an Analyst logs a call for the Hardware stream, and selects the Type as Fault, the Call Details screen belonging to the screen set linked to this combination is used.
You can restrict the Types available to analysts when logging calls by IPK Status in the Limit Call Types by IPK Status window.
Linking a Type, Stream, and Status Combination to a Call Screen Set
The IPK Stream must be linked to the IPK Status in the IPK Streams window.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Link Type/Stream/Status to Call Screen Set to open the window. Existing linked type/stream/statuses are displayed. You can adjust the column widths if required.
Complete the details.
Type
Use the drop-down list to select the issue type, as defined in the Type Tiers window. By default, the Type column displays all first tier types. You can navigate to a lower tier if you wish.
If Limit Type by IPK Status is selected in the IPK Settings window, lower tier Types must be defined in the Limit Type by IPK Status window to appear in the Type list.
IPK Status
Use the drop-down list to select the status you want to use. Available statuses are defined in the IPK Statuses window.
The matrix will filter to show only the streams linked to this status.
Select to add this type to the matrix.
Using the drop-down list, select a screen set. By default, the standard call screen set, Call, is selected for each type-status-stream combination.
After all screen sets are configured for each type-stream combination under that IPK status, select the next IPK status to configure in IPK Status.
If a screen set is appended with an asterisk (*) it means it has been deleted. You must select an active screen set.
Save the changes. Provide the Change Reasons if prompted to do so.
If you change the screen set selection, any calls already logged using the previous screen set automatically use the Details screen for the current call screen set.
Deleting a Link
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Link Type/Stream/Status to Call Screen Set to open the window. Existing linked type/stream/statuses are displayed. You can adjust the column widths if required.
In the matrix, select the row representing the type-status-stream-call screen set combination you want to delete.
Select Remove From List. This button is disabled for first tier types. A warning dialog box appears.
Select Yes to continue or No to cancel the action. If there are lower level type tiers for the selected type, the message will alert you about this.
Save the changes. Provide the Change Reasons if prompted to do so.