Problem
Configuration Overview
Configuring
iSupport Problem Functionality
Core configuration options for Problem Management functionality include Problem screen defaults, Work History field settings, and routing settings. Basics fields are described below; see Routing for information on Routing tab fields.
Problem Management Basics Tab Example
Default Assignee Select Assignee |
Select:
|
Default Mapping |
Click
the Default Mapping link to select the associated predefined values
to appear as default in the Impact, Urgency, and Priority fields
in the Problem screen You can click the Create New |
Default Status |
Select
the Open status to assign to newly-created problems. You can click
the Create New |
Default Correspondence Template |
Select the correspondence
template that will apply by default when a support representative
initiates a correspondence via the Problem entry screen. Correspondence
templates that are active and enabled for the Problem module will
be available for this feature. Use the Create New |
Enable Work Type on Work History Dialogs |
Select Yes to include a Work Type field in the Work History dialog in the Problem screen. |
Default Work Type |
If
the Work Type field is enabled, select the work type to appear
by default in that field. Use the Create New |
Enable Work Start and Stop Dates on Work History Dialogs |
Select Yes to include Work Start and Work Stop fields in the Work History and Problem Save dialogs in the Incident screen. The Work Start field defaults to the date and time the support representative loaded the work item. The Work Stop field defaults to the current time, but there will be at least a one minute gap between the Start and Stop times. For example, if a new Problem record is opened at 1:00 PM, the support representative works with the customer for 30 minutes, and then clicks the Add Work history option or saves and displays the Save dialog, the Work Start would be set to 1:00 PM and the Work Stop would be set to 1:30 PM. This Time Worked field would show the 30 minutes of time worked reflected by the gap. Support representatives can type directly in the Work Start
and Work Stop fields or use the calendar |
Prompt for Work History and Time Worked on Incident Save |
Select Yes to display the Save dialog every time a support representative saves a problem. |
Require Time Worked in Work History for Problem |
Select Yes to require an entry in the Work History dialog Time Worked field in the Problem screen. |
Require Comment in Work History for Problem |
Select Yes to require an entry in the Work History Comment field in the Problem Save dialog before the record can be saved in the Problem screen. |
Automatically Place Call Scripts in Work History |
Select Yes to, when a call script is used, automatically include the entire call script in the Work History field. This will also make the call script editable when it appears. Call scripts are entered and associated with categories in the Category entry screen. If you select No in this field, the call script will not be editable. |
Close Associated Incidents on Problem Close |
Incidents can be associated with Problem records in both the Incident and Problem screens. Select Yes to automatically close any associated incidents when a Closed status is selected for a Problem record. The text in the Resolution field will be used as default for the incident resolution, but a dialog will appear when the Problem record is closed for editing it. |
Incident Status when Closed from Problem |
If
Yes is selected in the Close Associated Incidents on Problem Close
field, select the Closed status to assign to the incident. You
can click the Create New |