Link Type to Reason

You can link call reasons to specific issue types, so that when an Analyst selects a Type on the Call Details window, only the reasons which have been linked to it will be displayed in the Reasons list.

If you have multiple reasons linked to a type and your system is set up to require a reason when closing a call (that is, the Reason Forced option on the IPK Settings (Partitioned) window is selected) a blank Reason value will be displayed by default on the Close Call window, forcing analysts to select another reason from the list.

Linking a Type to a Reason

Before you start

You must have IPK Setup enabled in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

Before you can link types to reasons, you will need to define Reasons and define Types.

  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 Reason to open the window.
  1. From the Type table, select the type you want to work with. You may need to scroll down to find it. When you select a type, the reasons already linked to it are displayed in the Linked Types table towards the bottom of the window.

    2. To display only the top level types, select the Show top level only checkbox.

  2. From the Reason table, select a reason you want to be available to this type.
  3. Select , beneath the browse tables. The reason is added to the Linked Types table.
  4. To link a reason to lower level types as well, select Link to lower types and select ..
  5. Select to save the changes. Provide the Change Reasons if prompted to do so.

Unlinking a Reason from a Type

Before you start

You must have IPK Setup enabled in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

Before you can link types to reasons, you will need to define Reasons and define Types.

  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 Reason to open the window.
  1. From the Linked Types table below, select the reason you wish to unlink.
  2. Select .
  3. Select to save the changes. Provide the Change Reasons if prompted to do so.