Outstanding Item Searches
Analysts can conduct searches on outstanding calls, requests and tasks in ASM Core.
Before you start
To view calls you must have IPK Analyst selected in the Options tab of your IPK Management Security Role.
To view calls owned by other analysts, or by your group(s), you must have View Others' Calls and View Groups' Callsselected in the Options tab of your IPK Management Security Role.
To view requests and tasks you must have Workflow Analyst selected in the Shared tab of your Workflow Management Security Role.
To view requests and tasks owned by other analysts, or by your group(s), you must have the following options selected in the respective tabs of yourWorkflow Management Security Role: View Other's Requests and View Group's Requests in the Requests tab; View Other's Tasksand View Group's Tasks in the Tasks tab.
The menu options for parts of the application to which you do not have access are disabled.
Choose which Outstanding window you want to view, or view your Workload (an aggregate of all your work items).
The relevant window appears, with your username at the top of the Explorer pane, and a list of ways in which you can filter the results.
Your Groups Calls - All items assigned to your group
Forum Watched Calls - All items you are currently watching
Beneath this is a choice of what status items you want to view.
| Escalated Items | Items that are outstanding for you and have exceeded your organization’s service goals |
|---|---|
Suspended Items | Items that are outstanding for you and were suspended while actioning (forwarding or deferring) the item |
Suspended Group's Items | Items that are outstanding for your group and were suspended while actioning (forwarding or deferring) the item |
Delegated Items | If you are named as a delegate for another Analyst's calls or tasks, you can also view items that have been delegated to you |
Depending on your choices, the following further filters are displayed lower down the explorer pane. Select as necessary.
Your Items | Items assigned to you This appears for Outstanding Items and Suspended Items. |
Forward to You | Items forwarded to you This appears for Outstanding Items and Suspended Items. |
Forward to Your Group | Items forwarded to your group This appears for Outstanding Items and Suspended Items. |
Forward Internally | Items forwarded internally This appears for Outstanding Items and Suspended Items. |
Resolution Breach | Items for which the agreed timescale for resolution has been breached This appears for Escalated Items. |
First Call Back Breach | Items for which the agreed timescale for resolution has been breached This appears for Escalated Items. |
Response Breach | Items for which the agreed timescale for resolution has been breached This appears for Escalated Items. |
Resolution | Items awaiting resolution This appears for Escalated Items. |
First Call Back | Items awaiting First Call Back This appears for Escalated Items. |
Response | Items awaiting response This appears for Escalated Items. |
Action | Items awaiting action This appears for Escalated Items. |
Action Breach | Items for which the agreed timescale for action has been breached This appears for Escalated Items. |
As you check the boxes in the Explorer pane, the results pane will update to display the details.
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