User Guide to Adding a NeuQs Help Desk Call

Transcription

1 User Guide to Adding a NeuQs Help Desk Call Contents Adding a New Help Desk Call in NeuQs... 3 Help Desk Call Advanced View... 3 Help Desk Call Client... 4 Help Desk Call Title... 5 Examples of a bad Title... 5 Examples of a good Title... 5 Help Desk Call Opened For User... 6 Hot-matching... 6 Help Desk Call Owner... 7 Help Desk Call Priority... 7 SLA Date Calculation... 7 Help Desk Call SLA Date... 7 P a g e 1

2 Help Desk Update... 8 Help Desk Call Description... 8 Examples of a bad Description... 8 Examples of a good Description... 8 Save the Help Desk Call... 9 View Pending s on a Help Desk Call Update View Sent s on a Help Desk Call Update Viewing Help Desk Call Details Amending Help Desk Header Details Help Desk Call Type Help Desk Call Priority Help Desk Call Status Help Desk Call Client Help Desk Call Opened For User Help Desk Call Owner Change Owner Extended Call Fields Third Party Reference Amend Help Desk Call Sub Category Outside SLA Save Changes to a Help Desk Call P a g e 2

3 Adding a New Help Desk Call in NeuQs In many cases NeuQs Help Desk integration means that new help desk calls will be received via . However, on some occasions it will be necessary to create new help desk calls manually. Click Add New Call button to raise a new help desk call Help Desk Call Advanced View.. and you will see the Advanced View of the new help desk call details P a g e 3

4 The Advanced View of the help desk call allows management of the Assignees and the maintenance of the Call Type, Status, Third-Party Reference, Sub Category and Status. Help Desk Call Client A client is the third party with whom you have a service level agreement for providing support and is defined in the Client Editor that can be found under HelpDesk Administration > Client Management Use the Client drop down box to select the appropriate Client from the list available. P a g e 4

5 Help Desk Call Title The help desk call Title field is free test - enter a relevant Title for the help desk call Examples of a bad Title Telephone call from John Smith Customer Internal Call Ref 123 Neither title gives any indication as to the content of issue being logged. Examples of a good Title NeuQs Documentation Allocate Supplier Payments to Purchase Invoices Both titles are meaningful and can be used for specific searches of the database. P a g e 5

6 Help Desk Call Opened For User The Opened For user defaults to either the person sending the to log thehelp desk call or the user who is manually creating the help desk call. Click on the Opened For field if you wish to amend this and select another help desk user from the list Hot-matching As you enter the name of the help desk user only those help desk users that match will appear in the list of available users to select each of the options available contain the characters ha that have been entered in the Opened For field. P a g e 6

7 Help Desk Call Owner The Call Owner is the individual responsible for managing the help desk call and resolving the issue. This defaults to either: a) The user defined by the client in the Client Editor that can be found under HelpDesk Administration > Client Management b) The global default user, which is the Default Assignee, is defined in the User Editor that can be found under HelpDesk Administration > User Management c) If the call is manually entered, the Call Owner will default to that user if they are a Support Worker, Administrator or Super Adminstrator. The User Level is defined in the User Editor which can be found under HelpDesk Administration > User Management Help Desk Call Priority The Priority defaults to Medium The Priority is used in conjunction with the service level agreement to calculate the SLA Date on a help desk call. SLA Date Calculation Help Desk Call SLA Date The SLA by client is defined in the Client Editor which can be found under HelpDesk Administration > Client Management The Priority by SLA is defined in the SLA Editor which can be found under HelpDesk Administration > Client Management P a g e 7

8 Help Desk Update Check the Send to Assignees box if you require an to be sent to the assignees on the call. Help Desk Call Description Enter a Description giving as much information as possible: Examples of a bad Description I can t get into a batch of purchase invoices. Unable to print invoices. Examples of a good Description I lost connection whilst working in finance batch number I can t get back into the batch as it has a status of In Use. Please change the status to Free. When I am trying to print sales invoices for Friday 9 th September from session Print Sales Invoices I get the message that there is no data within selection. A screen shot of the selection criteria is attached. P a g e 8

9 Save the Help Desk Call Click OK to save the new call and you will be asked if you wish to edit the call. Click OK and the view will display the new help desk call which will enable you to edit details. Click Reset View to clear the search box and return you to your help desk call listing. Alternatively, click Cancel and you will be returned to the main screen and your help desk call listing P a g e 9

10 New Help DeskCall 1028 is now shown in the list with an Active Status. View Pending s on a Help Desk Call Update Hover over an unchecked Sent box on the help desk call update to view a list of those the is to be sent to (pending): View Sent s on a Help Desk Call Update Hover over the a checked Sent box on the help desk call update to view a list of those the has been sent to: P a g e 10

11 The has been sent to the Opened For help desk user, the Call Owner and the Assignees on the help desk call Viewing Help Desk Call Details Highlight the help desk call and click on the Call Details for Call: *** arrow to display or amend further details on the help desk call P a g e 11

12 Amending Help Desk Header Details Help Desk Call Type Use the drop-down box and select the help desk Call Type. Call Types are defined in the Call Type Editor which can be found under HelpDesk Administration > Call Management Help Desk Call Priority Use the drop-down box and select the Priority of the help desk call. The priority is used in conjunction with the service level agreement to calculate the SLA Date on a call. The SLA by client is defined in the Client Editor which can be found under HelpDesk Administration > Client Management The priority by SLA is defined in the SLA Editor which can be found under HelpDesk Administration > Client Management P a g e 12

13 Help Desk Call Status Use the drop-down box and select the Status of the help desk call. A status is defined in the Call Status Editor which can be found under HelpDesk Administration > Call Management > Call Status Help Desk Call Client Use the drop-down box to select the Client to whom the help desk call belongs. Clients are created & edited in the Client Editor which can be found under HelpDesk Administration > Client Management P a g e 13

14 Help Desk Call Opened For User The Opened For user will default to either the person sending the to log the call or the user who is manually creating the new call. This can be amended by clicking on the Client field and selecting another user from the list of available users. Help Desk Call Owner The Call Owner will default to either a) The user defined by the client in the Client Editor that can be found under HelpDesk Administration > Client Management b) The global default user which is the Default Assignee defined in the User Editor that can be found under HelpDesk Administration > User Management c) If the help desk call is manually entered, the owner will default to that user if they are a Support Worker, Administrator or Super Adminstrator. The User Level is defined in the User Editor which can be found under HelpDesk Administration > User Management Change Owner Change Owner is used to offer ownership of a help desk call and is the subject of document User Guide to Offer Ownership of a NeuQs Help Desk Call. P a g e 14

15 Extended Call Fields When your NeuQs Help Desk has been configured to use Call Extended Fields then these can only be filled after the new help desk call has been added. For example Third Party Reference The Third Party Reference field is free text and used to record a reference that is provided by a third party (external) who is also assigned to the call. Amend Help Desk Call Sub Category Use the drop-down box to select the help desk call Sub Category. Sub Categories are defined in the Call Template Editor that can be found under HelpDesk Administration > Call Management > Call Extended Fields P a g e 15

16 Outside SLA Check the Outside SLA box if you have an agreement with the client that this call will be excluded from the statistics. The SLA Date will continue to be calculated for the call will and appear on the help desk call listing. Save Changes to a Help Desk Call Amend a field, such as Call Type, by clicking on a drop down box, select Click to Save Changes The Call Type is changed and an internal update has been added to the call P a g e 16

17 End of Document P a g e 17

18 NeuQs is developed and owned by Neustro Consulting Limited Interlink Industrial Estate Bardon Hill Coalville Leicestershire LE67 1HH Telephone: +44 (0) Registered in England No: Registered Office: Neustro Consulting Ltd, Interlink Way West, Bardon Hill, Coalville, Leicestershire LE67 1HH P a g e 18