ServiceGrid Article - Open New Call

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Contents

Overview

New Call

The “New Call …” (CallOpen) functions help to create new calls. Depending on the call open type and the customized system, it is possible to prefill calls with referenced data giving some information (selection of a device, user, service …). For example, a CMDB database (SD.inventory) is recommended to benefit from faster call editing by using referenced data. Based on the available client data, the different “call open” types will become more or less convenient for call opening procedure:


CallOpen  Description 
New Call by request  …will start with an empty call detail form. No autmatization will help the agent to fill out the call (besides the CallDetail default values). 

New Call by caller

After the selection of the call, the caller information is written into the call detail form.

New Call by SLA

After the selection of the SLA (Service), the SLA is written automatically into the call detail form.

New Call by devices

After the selection of the device, the device is written automatically into the call detail form.

New Call by location

After the selection of the location, the location is written automatically into the call detail form. The call open functions can be individually applied to the permission groups (like enduser, helpdesk users…). Therefore, the call open functions have to be assigned to the permission groups. Each user of the platform is a member of one (and only one) permission group and is allowed to use the defined call open functions according to his permission group. These settings can be found inside “BasicData>My Company>“Select your company”>Permissions>Menu and Permissions”. See the PermissionGroup chapter for more details about permissions.

Data integrity of a call

Once a call is created and information from the CMDB gets added, all the added information are copied into the call. In case the referenced and copied data gets changed outside the call, the changes do not affect the call itself, if new information only is written to the call.

New Call by Request

With the function “New Call by request”, a new call is created using the defined start CallDetail setup (form). No information is inserted from the beginning. A new call with an empty CallDetail from is opened.

Exception: Some fields can be filled by the default values of the CallDetail setup. If more than one CallSystem (workflow, service process) is available, the helpdesk agent must select the desired workflow before the input form (CallDetail) is shown. (Example: New Call by request - Workflow selection (5 processes are available to the currently logged user)). If a CallSystem should not appear at the workflow selection, edit the CallSystem masterdata and deselect the flag at “EnabledForWorkflowSelection”. The deselected Workflow also disappears for the function: “NewCall by caller”, “NewCall by Location” and “NewCall by device”. The workflow can still be accessed using the service selection: “New Call by SLA” where the CallSystem gets not manually selected.)


New Call by Caller

A user list will be shown, with the function “NewCall by caller”. After a user is selected, a new call is created using the defined start CallDetail setup. The caller data is automatically inserted to the CallDetail form.

Exception: Some fields can be filled or overwritten with the default values of the CallDetail setup.

If more than one CallSystem (workflow) are available, the helpdesk agent might have to tell the system which workflow he wants to use. Therefore, a list with all for the user available CallSystems (workflows) is shown, after the helpdesk agent selects the Caller. With the selection of the CallSystem, the platform knows which workflow should be used and shows the correct CallDetail.

If a CallSystem should not appear at the workflow selection, edit the CallSystem master data and deselect the flag at “EnabledForWorkflowSelection”.

The deselected Workflow will also disappear for the functions: “NewCall by request”, “NewCall by location” and “NewCall by device”. The workflow can still be accessed through the service selection: “New Call by SLA”, where the CallSystem gets not manually selected.

New Call by SLA

A service (SLA / ContractElement /ServiceItem) list is shown for selection, with the function "NewCall by SLA“. After a SLA is selected, the platform selects the right workflow and a new call is created using the defined start CallDetail and inserts the SLA/Contract data automatically into the input form.

Exception: Some fields can be filled or overwritten by the default values of the CallDetail setup.

A contract holds one or more contract elements (services). In this way, the system knows whether which workflow has to be used, after a service is selected (ServiceItem, ContractElement), and which values for contract, provider, customer must be inserted into the call detail form.

New Call by Device

With the function "NewCall by Device“, a device list for selection is shown. After the device is selected, the platform selects the workflow. If more than one CallSystem (workflow) are available, the helpdesk agent must select the desired workflow before the input form (CallDetail) is shown. A new call is created using the defined start CallDetail form and inserts the device data automatically into the input form (CallDetail).

Exception: Some fields can be filled or overwritten by the customized values of the CallDetail setup. If a CallSystem should not appear at the workflow selection, edit the CallSystem master data and deselect the flag at “EnabledForWorkflowSelection”. The deselected Workflow also disappears for the functions: “NewCall by request”, “NewCall by location” and “NewCall by caller”. The workflow can still be accessed through the service selection: “New Call by SLA” where the CallSystem gets not manually selected.

Example:

  1. When a device is selected, the values for SLA, contract, client, provider and device (with all its detail: serial number, manufacturer, model type...) are inserted automatically.
  2. A device is assigned to one ContractElement (SLA). In this way, the system knows after the selection, which ContractElement (SLA) must be used and which values for contract, provider, customer must be inserted into the call.

A good data structure saves time for the helpdesk and makes your helpdesk more efficient.

New Call by Location

With the function "NewCall by location“, a location list is shown. After the location is selected, the platform selects the workflow. A new call is created using the defined CallDetail for starting the workflow and inserts the location data automatically into the CallDetail form.

Exception: Some fields can be filled or overwritten by the default values of the CallDetail setup. If more than one CallSystem (workflow) is available, the helpdesk agent must select the desired workflow before the input form (CallDetail) is shown. If a CallSystem should not appear at the workflow selection, edit the CallSystem master data and deselect the flag at “EnabledForWorkflowSelection”. The deselected Workflow also disappears for the functions: “NewCall by request”, “NewCall by Location” and “NewCall by caller”. The workflow can still be accessed via the service selection: “New Call by SLA”, where the CallSystem gets not manually selected.

Example:

After a location is selected, the values for the client or provider (both organizations) will be inserted automatically. Location is assigned to one organization only. Therefore, the information is written automatically into the call detail.

A good data structure saves time for the helpdesk and makes your helpdesk more efficient.




For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.

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