Novell Service Desk Enable Quick Call Facility

  • 7012256
  • 28-Aug-2008
  • 27-Jun-2013

Environment

Novell Service Desk

Situation

A Quick Call is a commonly created service request that uses a template. Creating a template saves time and effort because the details of commonly created Requests can be customized as part of a template that is automatically applied when the Request is logged with the system.

Resolution

Quick Calls

A Quick Call is a commonly created request that uses a template. Creating a template saves time and effort because the details of commonly created requests can be customized as part of a template that is automatically applied when the request is logged with the system.

If Quick Calls have been enabled by the Administrator in Setup > Privileges > Requests, the Quick Calls sub-menu option is available within the Home tab of the Supervisor screen.

Supervisors create the Quick Calls or Templates for frequently received requests that are used by other Users during the request creation process. Access privileges for Quick Call templates can be set for Supervisors', Technicians', Partners' and Customers' use.


 
Scheduled Quick Calls

Regularly logged requests can use the Quick Call functionality to automatically create requests in the system when the Supervisor pre-sets the content of the request and customizes a timetable. The system can automatically apply Quick Call templates to create requests on a Daily, Weekly, Monthly, Bimonthly, Quarterly, Biannually, Annually, set Day of Week or on a One Time basis.



To access the list of Scheduled Quick Call Templates for use in the system, use the Filter option within the Quick Call sub-menu.


 
Creating Quick Call Templates

To create a Quick Call Template:

1. Select Home > Quick Calls

2. Click New (The Quick Call editor appears.)



3. Enter template information.

Options

Description

Details

Name*

Enter a name for the template. This will appear in the drop-down list of templates available when creating a request.

Process*

Select the Process in which the template will be used (Incident/Problem/Change/Service Request).

Item

If relevant, select an Item to assign to a Quick Call. This option is not visible when Contracts are enabled.

  • If no Item or the Unknown Item is assigned to the template, the Quick Call will be made available in the Request Type drop-down list of the Details tab, after an Item has been assigned to the request.

Classification*

If an Item has been assigned to a Quick Call, the Classification option is displayed. Select the relevant Classification for the Quick Call template.

Default SLA*

Select a default SLA to be assigned to the request. This is applied if the Item, Customer, or Organizational unit does not have a valid maintenance contract. The Default SLA selected determines the Workflow options displayed at Default Workflow.

Default Workflow*

The Workflow list is populated based on the default SLA selected. Select the default Workflow to assign to the request. If the required Workflow is not displayed, move to  the Service tab and select  Workflows  to assign the selected Default SLA to that Workflow. See: Workflows.

**For Change Request Quick Calls, the ability to assign any stage of the Workflow to the Template, allows the RFCs created in the system using the Template to be pre-approved.

Default Status*

 

 

Use the drop-down menu to select the Status for the template. This list will be based on the default Workflow selected for the Quick Call.

For example, if a template is created for a Password Reset it may be effective to set the status to Closed-Resolved as the request can be solved in one step.

  • Select an Exit Point State to access the Solution Tab within the Quick Call Template screen.

  • For Change Request Quick Call Templates, it is possible to set a State that allows the RFC to be pre-approved when created in the system.

Team*

Select the Team to manage the request. The Teams list will be populated according to the Teams who support the Workflow assigned to the Quick Call.

Technician

Select the Technician responsible for the request. The Technician list is based on the Team selected. If System Assigned is selected, the system's logic uses skill set/classification, Org Unit and workload to select the technician for the request.

Impact*

The proposed impact the request has to a Customer or Organizational Unit.

 (This option is only visible if the Admin>Setup>Privileges>Request>Incident Priority is set to "Derived".)

Urgency*

The proposed urgency to have the request resolved for the Customer or Organizational Unit.

 (This option is only visible if the Admin>Setup>Privileges>Request>Incident Priority is set to "Derived".)

Priority

If this field is editiable, select the Priority that reflects the degree of impact and urgency of the issue. Alternatively, if  the Admin>Setup>Privileges>Request>Incident Priority is set to "Derived" the Priority will be automatically calculated based on Impact and Urgency selected in the above two fields.

Access*

Indicate Access Control, i.e. the Users who can see and use the template in the application (Supervisors, Technicians and Partners). To enable Customers to use the Quick Call template within the Customer Portal, also tick the Customer option.

Estimate*

Is an estimation of the time accrued for the request at the point of creation. This is useful for scheduled requests created in Workflow Exit State, as it records the amount of time taken to complete the automatically generated task.

Description*

A description of the request.

Schedule

Status

Indicates if the template is a Scheduled Quick Call and if it is to be automatically generated at the times specified in the Interval field.

Interval

Nominates the time interval that the Quick Call is to be created. Select from the options of Daily, Weekly, Monthly, Bi-Monthly,  Quarterly,  Bi-Annually, Annually,Bi-Weekly, specific day of the week or on a one-off basis.

Generation

Based on the Interval selected, define the month/day/ time to generate the Quick Call.

Notification

Customer

If relevant, set the type of Notification and define if updates are to be sent just to  the Customer related to the request, or if all Owners of the Item are to be also updated.

Customer CCs

If relevant, enter the email details of any other Customers who must be notified regarding activity related to the request.

Technician

If relevant, set the type of Notification, and select if the  Technician, Layer or Team is to be notified about the request activity when it is logged in the system.

Technician CCs

If relevant, enter the email details of any other Users who must be notified regarding activity related to the request.

* Indicates mandatory fields


4. Click Save.
Note: When using a template Quick Call with Billing enabled, the Items available in the Add Item List will be limited to those that belong to the selected Customer and have a valid maintenance contract in place.

Applying Time Estimates to Workflow States

Workflow State time estimations can be defined for a Quick Call template, within the Impact tab. This allows each status to be assigned with an estimated time frame for a request to remain in that state.


 
Assigning a Solution Article to a Quick Call

A Solution Article can be assigned to a Quick Call if the template has been allocated an Exit Point status. Once an Exit Point has been assigned, a "Solution" tab will become visible. Within this tab, the User can search for a Solution Article and assign it to the Quick Call. When the Quick Call is applied to an Incident, the Solution is automatically attached.


Additional Information

Formerly known as 1000490

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