ServiceGrid Article - SD.Call
SD.Call is based on flexible workflows used to implement all types of service processes such as incident management, problem management, service request management, change management and release management.
Based on the customized system, all participating persons, for example: users, helpdesk agents, IT managers, technicians and so on can be integrated in active or passive ways. The service process can be extended to up to 3 escalation levels, providing automatic or manual assignments to queues or persons.
Each service call is assigned to a service contract and SLA, optional or mandatory relation to CIs (devices, locations) can be used. Parent and child relationship between service calls are used to process relationship between incident, problems, changes, and releases.
In addition, SD.Call provides the call data (basis for analyzing) to the reporting modules SD.Cockpit and SD.Report for KPI reporting.
SD.Call Use Cases
- Integrate your support organization into the service process in real time.
- Manage and control the workflows of your service processes.
Create new calls and track calls.
- Process (create, update, escalate, track and close) service calls for Incidents.
- Process (create, update, escalate, track and close) service calls for Problems.
- Process (create, update, escalate, track and close) service calls for Service Requests.
- Process (create, update, escalate, track and close) service calls for Change Requests.
- Process (create, update, escalate, track and close) service calls for Releases.
- Create or reference problem calls to incident calls.
- Create or reference parent/child calls automatically.
- Create calls from customer emails.
- Create (or reference) problem calls to change requests.
- Assign calls to CIs (customer, location, contract, device, and so on).
- Bundle change request to release calls.
- Send (manually or automatically) notifications to end users or technicians.
- Send (manually or automatically) notifications including a "QuickLink" to the call.
- Escalate within up to 3 levels and/or to queues or persons (for example, field technicians).
- Automatic or manual delegation and escalation of service calls to queues in up to 3 levels.
- Automatic or manual delegation and escalation of service calls to technicians within or without a queue.
- Automatic notification of queues and/or technicians per email and/or SMS.
- Collection of work time, travel time, and travel distance data by the technician.
Functions for Workflow Users - SD call Usage
- List calls using different list setups
- Open new calls
- Call tracking
- Call update and close
- Escalate calls to different queues, levels, or technician
- Assigning queues to a call
- Assigning technicians through selecting a technician from the selection box
- Dispatching technicians via selecting from the dispatching list
- Dispatching technicians using activities
- List messages using different list setups
- List activities using different list setups
- Tracking the Activity List
Functions for administrators
- Create and manage the workflow parameters
- Customizing activity detail setups
- Customizing activity list setups
- Customizing call detail fields and options
- Customizing call list fields and options
- Create and manage notification message rules
- Administration of queues and technicians
- Administration of technicians and skills
- Administration of activity codes
SD.Call - Important Features
- Call lists are used to view different selections of calls (For example, all open incidents, all closed calls, all problems, all pending releases, and so on.). Call lists are customizable following the process requirements of the service organization and the different users within the organization. More than 800 call data fields are provided in the ServiceGrid database and can be used in the list representation of calls.
- Call open actions can be performed using different methods depending on the data used. For example, call open by user, location, device, or service level. Based on the service process and the service data available, the most efficient method for call open can be selected and customized.
- The Call update sequence is controlled by the workflow and triggered by the selection of an action out of an action list in the call detail form. Workflow and actions are again customizable following the specific requirements of the service organization. Usually different workflows are used for incident management, problem management, change management or other service processes.
- Each update of a service call is completely stored as a “history record” in the database. The history of a service call can be viewed directly in the call detail form.
- The Call detail form contains the required data in the specific status of the workflow. Each action within a workflow may use another call detail form, to follow the needs of the user in the specific situation.
- Queues are groups of technicians that can be assigned as responsible queue to a call as 1, 2 or 3 queue. Technicians are persons (users) who are members of one or more level 1-, 2- or level 3-queues. Thus a technician can be assigned to a call as a level 1, 2 or 3 technicians.
- Activities are assigned to a call and contain at the minimum the technician and the work start time and work end time of the activity. Planning activities means to create activities within a service call. Each activity is assigned to exactly one call and one technician and each call can have zero or many activities.
- Activity lists show a customizable selection of all activities created within service calls. The activity list is used as selection and summary report including data such as work or travel times per technician, types of activities or a comprehensive view on the status of open activities.
- A set of flexible customizing options for call and activity detail forms and call and activity lists are available to optimize functions and forms for the customer specific use cases and service processes.
- Attachments (For example, screenshots or additional documents) can be uploaded and attached to the service call.
- Parent and Child relations are used to reference incidents to a problem call or to collect change requests into a release. Within the call detail form new children or parent call can be created or existing service calls can be referenced as child or parent to the service call.
- The sendMail, SMS or FAX functions are used to notify end users, technicians or support agents. Roles connected to the call can be used as well as free format addresses. Besides this, manual notification by clicking a system message rule can be used to trigger automatic notifications depending on the status of the service call.
- Message lists provide access to all messages sent or received either manually or automatically.
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