Link Type/Stream/Status to Call Screen Set

You can link a call screen set to a specific issue type, IPK status, and IPK stream combination. This is done through a matrix of Types, IPK Statuses, and IPK Streams.

Types are tiered, so you can have specific Types within larger categories of Type - Keyboard within Hardware for instance. You can specify call screen sets for Types at all tiers. If you don't specify a call screen set, the Type will use the call screen set linked to the parent Type.

 

Organization A wants a specific call details screen displayed when an Analyst logs a hardware fault. First, they create a call screen set for logging hardware faults, designing the call details screen to contain the fields they want. Then they link this call screen set to the issue Type Fault, the IPK Stream Hardware, and all IPK Statuses (Incident, Major Incident, Problem, Known Error, and Service Request). When an Analyst logs a call for the Hardware stream, and selects the Type as Fault, the Call Details screen belonging to the screen set linked to this combination is used.

You can restrict the Types available to analysts when logging calls by IPK Status in the Limit Call Types by IPK Status window.

Linking a Type, Stream, and Status Combination to a Call Screen Set

Before you start

You must have IPK Set Up selected in the Admin tab of your General Access Security Role to work with IPK streams.

Link Type/Stream/Status to Call Screen Set must be selected in the IPK Settings window.

The IPK Stream must be linked to the IPK Status in the IPK Streams window.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Link Type/Stream/Status to Call Screen Set to open the window. Existing linked type/stream/statuses are displayed . (You may like to adjust the column widths to see all of the columns.)
  1. Complete the details.
  2. Type Use the drop-down list to select the issue type, as defined in the Type Tiers window. By default, the Type column displays all first tier types. You can navigate to a lower tier if you wish.

    If Limit Type by IPK Status is selected in the IPK Settings window, lower tier Types must be defined in the Limit Type by IPK Status window to appear in the Type Q/D list.
    IPK Status Use the drop-down list to select the status you want to use. Available statuses are defined in the IPK Statuses window.

    The matrix will filter to show only the streams linked to this status.
  3. Select to add this type to the matrix.
  4. Using the drop-down list, select a screen set . By default, the standard call screen set, Call, is selected for each type-status-stream combination.
  5. After all screen sets are configured for each type-stream combination under that IPK status, select the next IPK status to configure in IPK Status.

  6. If a screen set is appended with an asterisk (*) it means it has been deleted. You must select an active screen set.

  7. Select to save the changes. Provide the Change Reasons if prompted to do so.

If you change the screen set selection, any calls already logged using the previous screen set automatically use the Details screen for the current call screen set.

Deleting a Link

Before you start

You must have IPK Set Up selected in the Admin tab of your General Access Security Role to work with IPK streams.

Link Type/Stream/Status to Call Screen Set must be selected in the IPK Settings window.

The IPK Stream must be linked to the IPK Status in the IPK Streams window.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Link Type/Stream/Status to Call Screen Set to open the window. Existing linked type/stream/statuses are displayed . (You may like to adjust the column widths to see all of the columns.)
  1. In the matrix, select the row representing the type-status-stream-call screen set combination you want to delete.
  2. Select . This button is disabled for first tier types. A warning dialog box appears .
  3. Select to continue or to cancel the action. If there are lower level type tiers for the selected type, the message will alert you about this.
  4. Select to save the changes. Provide the Change Reasons if prompted to do so.