Working with support
request form
New service requests in SupportCalls are logged and existing
ones are viewed and worked using a customized Outlook form
having the message class 'IPM.Post.AMTSupportCase'. Both
Ongoing and resolved Outlook folders use this form.
Information catering to the support cases, caller,
technicians, problems, work done, assets etc are all laid
out in sections in a modular way to allow for easy
navigation and reach. Contact fields such as email, phone or
mobile numbers are accompanied by relevant buttons for quick
communication. 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.
Managers can assign multiple technicians to a
particular case if the scope of the problem extends
beyond the capability of a technician. When setting
due date of the case, the assigner can choose to
lookup for an appropriate schedule in the
technician's calendar (can be personal or a public
calendar). Automatic notification messages (either
via email or sms) are sent out immediately to the
concerned technicians once the case is assigned or a
due date is specified or changed. Optionally, a due
date appointment or task can also be added to the
personal mailbox of the technicians.
From directly in the case form, a technician can
quickly browse and preview those knowledge base
articles or integrated FAQs and insert a relevant
solution directly to the case problem description or
make a quick reply to the caller. When logging in a
new phone case, an existing caller, either from the
caller list or from global address list (GAL) can be
selected and it will automatically populate all
other caller fields. |
More on each section:
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