Understanding the support
web case form
New service requests in
Technician Web Access (TWA) are logged and existing ones are loaded
using the case web form. Information catering to the support
cases, caller, technicians, problems, work done, assets etc are
all laid out in sections to allow for easy navigation and reach.
Fields such as problem category, type, status and department are
available in drop down list (which are already configured by the
helpdesk manager) so as to limit the choice the technician can
select for such fields.
WYSIWYG editor
The WYSIWYG
editor has a
convenient
editing
environment and
serves the
followings:
-
Fast
loading.
-
Features a
new tabbed
toolbar
- providing
convenient
access to
your
most-used
tools.
-
Fullscreen
editing mode
(doesn't
open a new
window).
-
Floating
dialogs for
special
editing
(changes can
be seen
immediately).
-
Realtime
toolbar
status.
-
Dropdowns
with
formatting
preview.
-
Supports
Microsoft
Word
keyboard
shortcuts.
The problem
description
retains the same
formatting and
looks (as in
Outlook) in the
web case form.
Even the
attachments in
the Outlook case
item are
available in the
web form. You
can upload any
number of new
attachments with
ease.
|
|
General information
| Caller information |
|
 |
The
email address of the
caller. This drop down
field houses all the
email address of the
callers defined in the
Callers list manager.
This is useful when the
technician had to
manually log a new
support request case,
say when caller is on
the phone. Selecting an
email address
automatically populates
other fields such as
caller name, address,
phone etc, thereby
reducing time spent
trying to log every
single detail on the
caller. |
| Problem Details |
|
 |
Category - This is a
drop-down field that
consists of the problem
category list. Specify
the problem category to
which the support
request belongs to.
Type - This is a
drop-down field that
consists of a type list
(sub-category) for each
problem category. The
type list changes
depending on the item
selected in the problem
category drop down
field.
Status - This is
a drop-down field that
consists of the problem
status list
(customizable by
technicians with admin
access).
|
| Assign Technicians |
|
 |
The
technicians who are
assigned to this support
request case. By
default, only one
technician can be
assigned to a case. But
that of course can be
bypassed by the helpdesk
manager by simple
enabling the option in
administrative settings
to allow multiple
technicians to be
assigned on a support
request case. |
| Due Date |
|
 |
The due
date field enables
helpdesk manager to set
a time before which the
support request case
should be resolved.
There are lot of
automatic notifications
and reminders options
that can be sent to
concerned technicians
when a new due date is
specified or updated.
For example, when a
new technician is
assigned, SupportCalls
can send out
notification email or
SMS informing
technicians on the due
date of the support
request. SupportCalls
can also automatically
add/update a due date
appointment or task to
the personal mailbox
calendar of the
concerned technician.
Note that, in the web
case form, the
hours-minutes portion is
not available, in
contrast to the due data
format in Outlook case. |
| My Fields |
|
 |
You can
use the 'My Fields'
or custom fields
available in this case
form to feed additional
information on the
caller, case or on the
problem itself. Four (4)
fields are available and
the titles can be edited
(by the helpdesk manager
in Outlook) to get the
proper meaningful label
that signifies the
information the fields
store. The first three
fields take a line of
text as data, whereas
the fourth field takes a
drop-down list from
which a value can be
selected. Optionally,
the fields can be made
mandatory, so that
without filled, the
support request case
cannot be closed. If a
field is marked
mandatory, it would
appear red in color when
viewed in the form. |
| Time Spent |
 |
| The Time Spent
section lists all work
sessions performed on
the support case by the
technicians, managers.
This time spent field
can be made optional or
mandatory before marking
the case as closed. By
default, it is optional.
Also, to calculate cost
of supporting the case
in statistics,
SupportCalls needs to
have a valid work time
from the concerned
technicians. In web
access mode, the
technician can only add
new time spent, unlike
in Outlook form, where
new time can be added as
well as existing ones
can be edited or
removed. |
| Email History |
 |
| The Email History
section lists all email
correspondences received
from the caller on a
support case. The emails
are order
chronologically with the
newer emails at the top
listing. Notice that
each email item listed
has a SupportCalls case
number tagged to the
subject for tracking and
identification.
To perform any
operation on a listed
email (eg. read, reply
or forward), the
particular row needs to
be selected first to
activate the
Display/Reply/Forward
links on the right
corner just above the
grid. Clicking one of
these links would open
the email in a new
window. |
| Other cases from this caller |
 |
| The 'Other cases for
this caller' section
lists all the ongoing
and resolved support
requests (if available)
logged for that
particular caller so the
responsible technicians
can have a panoramic
view of all past
problems history. To
open and view a
particular support case
listed above, click the
'select' link.
That would load a web
link 'Open Case ###'
on the right corner just
above the grid. For
example, 'Open Case
290' as seen in the
screenshot above. Click
it to open the selected
case in a new window. |
| Asset information |
 |
| The assets section
in the support case
provides fields for all
of your organization's
hardware and software
inventory. An asset may
be cataloged and
categorized by Asset
Types. All the asset
fields except for the
asset name can re-titled
to adapt and take any of
your organisation's
intrinsic properties of
inventories such as
Make, I.P. Address or OS
information; providing
invaluable information
directly from trouble
case to the technicians
resolving the support
request. |
Notes
The notes section enables the
technicians to add private notes
to the support case for internal
use.
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