If not, then it can’t be an incident (password resets, for example). Is something broken with a service? Yes, then it is an incident. System Events may be easily identified as such, for example, automatic notification emails from servers, and this call type should be automatically set by UniDesk. It may be easier to consider this as a series of questions. The call type tells us what type of assistance is needed. Examples are “EASE login problem” or “Fees query”. The brief desciption should be like the subject of an email, i.e. These must be filled in because they provide important tracking information, which helps us continually improve our services. The mandatory fields in the details section are Brief Description, Call Type, Category, and Subcategory. This will not change the information on the person record, just the information for the current call. For example, if a user’s University email account isn’t working, you can enter an external email address. To remedy this, you can create a new person card.Īlthough the caller’s email address and phone number are automatically imported from their person record, you can change these within the call. If you still can’t find the person you’re looking for, it’s possible they don’t have a presence on UniDesk. If it’s not the correct person, check you’re using the correct spelling for the name. If it suggests an incorrect name, keep typing until you’ve finished typing the user’s name. There might be more than one person with the same name – you can use the up and down cursor keys on your keyboard to view other instances of that name. If it suggests a correct name, check that the other details match that user’s information (such as type of user, school/division). UniDesk will automatically suggest names and will automatically fill in other parts of the caller information. If you don’t have the user’s UUN, start typing the user’s name in the “Name” field. If the user is recognised, UniDesk will automatically fill in some of the user’s other details, including the mandatory fields. If you know the user’s UUN (University Username) you can type this into the “Network login name” field. The mandatory fields in this section are “Name” and “College/Support Group”. The caller section contains information about the user. The other fields are not mandatory – you can save the call without completing them, but there may be situations where you’d like to use them. These are mandatory fields – you won’t be able to save the call without completing these. You’ll notice that some of the fields are red. If it is available, a quick way to create a new first line call, is to press “New First Line Call on the quick launch bar.Ī new call card will appear on the screen. There may be an icon to create new first line calls on this bar – if not, you can add one. Although some of the quick launch buttons, such as the menu button, will appear for every user, it is possible to customise this menu to contain the features you use most.
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