Service Desk Call (new call) Flashcards

1
Q

What is the purpose of new call?

A

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.

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2
Q

Users with the itil role can ___, ___, and ___ an existing call, but cannot ___ existing calls or ___ a call after it is transferred.

A

read, create, edit delete, edit

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3
Q

What options does the user have for call type?

A
  • Incident
  • Problem
  • Request
  • Change
  • Hang Up
  • Wrong Number
  • Status Call
  • General Inquiry
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4
Q

What tables are installed with New call

A

new_call - this is the base table for service desk call contains all call information

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5
Q

What scripts are included with the New Call plugin

A

Populate companyCall

[new_call]

Code to populate the company field on the form with an appropriate value based on the selected caller.

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6
Q

What business rules are included in New Call?

A

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.

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