Linha Microsiga Protheus - Inglês

Páginas filhas
  • Service Desk (TMKA510A - SIGATMK)

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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.


Image ModifiedImportant:

When the type of operator is classified as Supervisor:

  • He/She will have permission to view his/her pending calls and the pending calls of his/her group members.
  • The options Distribute and Transfer are available.
  • The Column Configuration option allows changing the order and view of the columns in the call list. This configuration must be carried out by user and, regardless of where the system is accessed, these configurations are viewed by the operator.
  • Until all approval workflows are replied, the call will remain pending. Thus, the call must be removed from the analyst's pending list only when the answer to the last pending workflow is received.
  • You can visually identify a special client, such as a preferred one, or one who has made several complaints, or even other types of differentiated clients. They are highlighted grey at the Service Desk. Assigning a differentiated profile must be done in the client's own register (MATA030), where you can define the profile, its expiration and notes regarding the differentiated client.

Image ModifiedImportant:

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".

Image ModifiedNote:

  • When it is about reopening a Non-conformance Form, use the Back option so that you do not need to perform the search for similar calls again.
  • You can select all calls, from the current page of the Service Desk list. To do so, use the select/clear option on the upper left side, next to the call.  This selection is cleared when changing Service Desk page.
  • When positioning the cursor on a call, you can see the incident through a text box shown on the bottom.

The Service Desk allows creating a call Monitoring Rule, so that pre-defined email messages are sent, using the Workflow Template.

Image ModifiedNote:

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.

Image ModifiedTip:

When configured, this routine enables you to cancel the view of pending call and parameter selection screen. There are two new configuration questions:

  • Displays this screen during startup: To configure Service Desk parameters when this routine is accessed.
  • Displays all my groups: To configure the view of technical calls of the active group (which can be changed in the Cust. Serv. Group Change routine in the menu) or if you want to see all the groups they belong to.


Upon placing the cursor on a call, you can view the incident in a textbox.

...

 Overdue

 Not started/Paused

Image ModifiedNote:

The content of the MV_TMKLEGS parameter defines the captions displayed on the Service Desk screen:

  • 1=50
  • 2=70
  • 3=80
  • 4=100

The SLA percentage passed for each call is also shown in the SLA Statement e Call Consolidation reports.


Image ModifiedNote:

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.

Image ModifiedImportant:

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.

Image ModifiedNote:

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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