Link Type to Call Screen Set

You can link issue types to call screen sets, so that specific Call Details windows are displayed when an Analyst selects an issue type when logging a call.

You can create and link multiple call screens for logging calls. When an Analyst selects a type on the Call Details window, the window will refresh and use the Details window belonging to the screen set linked to that type. This is useful if different issue types require different information to be recorded when a call is logged.

Linking a Type to a Call Screen Set

The main process for associating custom call screens to issue types is as follows:

  1. Define custom call screen sets.
  2. Create custom Call Details windows for any number of issues your service desk deals with and link the screen to a defined call screen set.
  3. Link the call screen set to the Type. This determines the Details window that will be used when an Analyst logs a call and picks an issue type.

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

IPK Setup must be selected in the Admin tab of your General Access Security Role.

The call type must be defined.

The call screen sets must be defined.

Customized call windows must be created in the Designer for each custom call screen set.

Link Type to Call Screen Set must be selected in the Change Call Screen Sets section of the IPK Settings 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 to Call Screen Set to open the window.
  1. All of the type at the top level tier are listed, with Call as the default screen set. To change the screen set, click in the Call Screen Set column next to the type and select an alternative call screen set from the drop down list in the Call Screen Set column. (You may like to adjust the column widths to see all of the columns.)
  2. Select to save the changes. Provide the Change Reasons if prompted to do so.

Linking a Lower Level Type Tier to a Call Screen Set

Lower level types use the call screen set associated with the parent type. However, you may have a particular call screen set for a lower level type tier, for example Faults > Software, and you can link lower level types to specific call screen sets.

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

IPK Setup must be selected in the Admin tab of your General Access Security Role.

Link Type to Call Screen Set must be selected in the IPK Settings 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 to Call Screen Set to open the window.
  1. At Type, select to display the lower level type .
  2. Select to insert this type tier.

    3. When you insert a third level type tier, the second level type tier is also inserted.

  3. Click in the field to enable the call screen set select list. Select the call screen set to which you want to link the corresponding type.

    4. If a call screen set is appended with an asterisk (*) it means it has been deleted. Do not select deleted screen sets.

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

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

Deleting a Link between an Issue Type and a Call Screen Set

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

IPK Setup must be selected in the Admin tab of your General Access Security Role.

Link Type to Call Screen Set must be selected in the IPK Settings 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 to Call Screen Set to open the window.
  1. In the browse table, select the row corresponding to the issue type you want to link from a call screen set.
  2. Select . This button is disabled for first tier types.
  3. A warning dialog box appears . 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.