Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
What call codes do |
Call codes are a means of categorizing calls. Call codes can indicate the communication method used by the caller, enabling your company to monitor the number of calls received by each method. |
When call codes are required |
Both call registration and call dispatch require that help desk analysts assign a call code to each call. |
Default call codes |
Tivoli Problem Management is shipped with a default set of call codes. You can modify these default codes or create your own. |
Information call code |
Normally, when help desk analysts register a call, they create both a call and a problem record. To track calls that are requests for information, but are not related to a specific problem, Tivoli Problem Management includes an "Information" call code. The Call Only check box is selected on this call code. Help desk analysts can use the "Information" call code to register calls about help desk hours of operation and product release dates, or requests for marketing literature. |
Add Call Code dialog box |
Use the Add Call Code dialog box to add your own
call
codes to the set included with Tivoli
Problem Management. You supply a call code name and description in the Add Call Code
dialog box. In addition, you can designate certain call codes as information call codes. For more
information, see Adding a call code. To access the Add Call Code dialog box:
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Edit Call Code Dialog Box |
Use the Edit Call Code dialog box to modify call
code names and descriptions. You can modify both the call codes included in Tivoli
Problem Management and the call codes you create. For more information, see Editing a call code. To access the Edit Call Code dialog box:
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Call Code Availability |
When you add, edit or delete call codes, these changes are immediately reflected in call registration; you do not need to close and restart Tivoli Service Desk. |
Adding a call code |
You can add new call
codes to the set included with Tivoli
Problem Management. To add a call code:
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Editing a call code |
You can modify both
the call
codes included in Tivoli
Problem Management and the call codes you create. To edit a call code:
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Deleting a call code |
You can delete call
codes even if they appear on existing calls. Help desk analysts can not use deleted
call codes in Inquiry
dialog boxes to locate calls, but they can use SQL searches to find
these calls, if needed. To delete a call code:
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