The purpose of this routine is to allow the analyst to view Help Desk pending calls allocated to him/her, allowing a better control of his/her pending calls.
Important: When the type of operator is classified as Supervisor:
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Important: Saves the fields Pause, Update and SLA Closing displayed in the reports of SLA Statement and Call Consolidation. |
Upon confirming the call opening, the search screen for calls to be associated is displayed, allowing you to link the new call to other existing calls.
For the system to display the message about searching and associating calls, the MV_TMKFNDC parameter must be configured as "1=Always".
Note:
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The Service Desk allows creating a call Monitoring Rule, so that pre-defined email messages are sent, using the Workflow Template.
Note: This routine also allows storing every attachment sent to the client through Workflow in the call's Knowledge base. The Save attachment? field controls when the Workflow template should save the sent attached files to the Knowledge Base, and the MV_TKMAXKB parameter defines the maximum size of these files (up to 5000 KB). |
Upon clicking, the NCF associated to the call is displayed, which also allows checking the Action Plan.
Tip: When configured, this routine enables you to cancel the view of pending call and parameter selection screen. There are two new configuration questions:
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Upon placing the cursor on a call, you can view the incident in a textbox.
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Overdue
Not started/Paused
Note: The content of the MV_TMKLEGS parameter defines the captions displayed on the Service Desk screen:
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The SLA percentage passed for each call is also shown in the SLA Statement e Call Consolidation reports.
Note: The content of parameter MV_TKLGSLA defines if the SLA status caption (%SLA and SLA Hour) consider the hours established in the work shift during the calculation. Otherwise, it continues to calculate the SLA expiration time by hours run. |
Important: To use this improvement, a service group must be duly set with a work shift (GPEA080) and with an established table of standard time (PONA080). |
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Procedures
Viewing Help Desk pending calls:
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The status is modified automatically, every time a call goes through an action.
Note: When modifying status 3=Closed to any other status, the system validates according to the Service Group information. If the call cannot be reopened, the system displays a warning and does not change the status. |
3. Display this screen when starting - Enter Yes to always configure the parameters when accessing the routine.
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