Service Desk Call (new call) Flashcards
What is the purpose of new call?
Quickly capture basic information from a customer contact. Users can then decide if the call is an incident, a problem, a change, or a service catalog request.
Users with the itil role can ___, ___, and ___ an existing call, but cannot ___ existing calls or ___ a call after it is transferred.
read, create, edit delete, edit
What options does the user have for call type?
- Incident
- Problem
- Request
- Change
- Hang Up
- Wrong Number
- Status Call
- General Inquiry
What tables are installed with New call
new_call - this is the base table for service desk call contains all call information
What scripts are included with the New Call plugin
Populate companyCall
[new_call]
Code to populate the company field on the form with an appropriate value based on the selected caller.
What business rules are included in New Call?
CallTypeChangedCall
[new_call]
Creates an incident, problem, or change record, based on the call type selection.CallTypeChanged to RequestCall
[new_call]
Redirects to a new service catalog request page based on the call type and request item selection.Calculate time spentCall
[new_call]
Calculates the time spent between opening the form and saving it.Domain - Set Domain - SD CallCall
[new_call]
Supports domain separation.