SupportCalls with Outlook

Case views

Unlike the Outlook views, where technicians have a diverse set of views on the various aspect of helpdesk state, web views in SupportCalls Web Access is rather limited to a few. Individual technician who logged into the Web Access can only see the cases that are assigned to him/her. To see or work on other cases, a view can be requested that list all support cases from a particular caller or technician. Another view can contains support cases that meets a keyword search. Technicians can also request a particular support case by specifying the case number.

In the filter drop down, you will find the following options: Caller, Technician, Case Number and Keywords. Depending on the selected option, there will be another drop down or a textbox visible adjacent to the filter dropdown. For example, if 'Caller' was selected as the filter, another drop down listing all the caller emails would be available for user selection and then displaying all support cases logged from that particular caller.