Give Information about an Existing Ticket

Typical use case scenario: Susan Diligent is a Service Desk Agent. She is responsible for creating and solving incidents, creating incidents and assigning the incidents to the right support groups and also giving information about the existing ticket to the end user. She starts at around 8 a.m. (leaving at 5 p.m.). Now let's assume Susan got a call and the end user is asking for information about his existing ticket.

The following actions are used in the process:

	Accept Call	The action calls a Call Acceptance dialog which is the main starting point of the Incident creation. By default, this particular action is related to all of the Business Views except for the End User Business View. In this case, the action is coupled with the 'Service Desk Agent' Business View.

Give Information about an existing Ticket consists of the following stages:

Stage 1: Call the Accept Call action
Stage 2: Give information about an existing Ticket
Stage 3: Complete the process

Call the Accept Call Action

The action can be started:

Using the Smart Tile on the Start Page of the Call Center Agent Business View
Using the tile on the Call Center Agent Start Page is the fastest way to open the Call Acceptance dialog.

Note: If not present, tiles can be easily added by Start Page customization.
Using the Smart Tile from the 'Tiles' InfoObject
If available, the 'Tiles' InfoObject provides access to all available Smart Tiles, the Accept Call tile included.
Calling the actions from the Sidebar InfoObject
In the Sidebar, go to Actions > Accept Call

You may need to add the Sidebar InfoObject to the Work Perspective. When adding the 'Sidebar' InfoObject, make sure that the 'Call Center Agent' is the current business view as the sidebar content is business view specific.

Note: If the 'Accept Call' action is not present by default, right-click on the Actions folder and add the corresponding workflow definition.

Specify Mandatory Attributes

After Susan start the Accept Call action, the Call Acceptance dialog appears.

This dialog requires that you fill in at least the mandatory fields:

The Requested by section is prefilled with the current user data.
The Requested for field represents the affected person for whom this ticket was requested.
Assign the corresponding person.

Give Information about an Existing Ticket

During the call, Susan is being told about the end user's problems with the workstation. She also gets information that that the incident ticket already exist.

To give more information about the existing ticket:

Go to the Tickets tab of the Call Acceptance dialog.
Identify the existing incident and double-click to open it.
Now you are able to see all the needed information and answer the caller's question.

Complete the Process

After answering the questions, click OK to complete.