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Work on Activity
Max is the 3rd Level agent. Often he gets assigned incidents which can be solved by him from a service desk. He also gets only assigned activities to execute from time to time. He starts at around 8 am (leaving at 5 pm) Let's assume Max got a new activity to execute.
The following actions are involved:
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Activities-Group |
The action opens the Activities-Group catalog which allows you to open the specific activity and work on it.
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Accept |
Allows you to accept the activity, which is the necessary step before the activity completion. |
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Complete |
The final action of the activity completion. |
Working on an activity consists of the following stages:
- Stage 1: Call the Activities-Group catalog
- Stage 2: Work on the activity
- Stage 3: Complete the activity
Call the Activities-Group Catalog
The action can be started:
- Using the Smart Tile on the Start Page of the 3rd Level Support Business View
Using the tile on the 3rd Level Support Start Page is the fastest way to open the Activities-Group catalog.
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 Activities-Group tile included.
Work on the Activity
To work on the activity:
- Select an activity in the Activities-Group catalog.
- Double-click the activity to open it in the edit view.
Here you can see what you should do.
Complete the Activity
To complete the activity:
- After you have accomplished your task, fill in what you have done and what time you have needed.
- Click Accept again to proceed.
- Now click Complete to complete the activity.
The activity has been completed and you can go home now.