Outstanding Item Searches

Analysts can conduct searches on outstanding calls, requests and tasks in vFire Core.

Before you start

To view calls you must have IPK Analyst selected in the Options tab of your IPK Management Security Role.

To view calls owned by other analysts, or by your group(s), you must have View Others' Calls and View Groups' Callsselected in the Options tab of your IPK Management Security Role.

To view requests and tasks you must have Workflow Analyst selected in the Shared tab of your Workflow Management Security Role.

To view requests and tasks owned by other analysts, or by your group(s), you must have the following options selected in the respective tabs of yourWorkflow Management Security Role: View Other's Requests and View Group's Requests in the Requests tab; View Other's Tasksand View Group's Tasks in the Tasks tab.

  1. Select and then View to display the submenu .
  2. The menu options for parts of the application to which you do not have access are disabled.
  3. Select and then View to display the submenu .
  4. Choose which Outstanding window you want to view.

    5. Calls Outstanding Displays your Calls Outstanding window.
    Workload Displays your Workload window, which includes outstanding calls, requests and tasks.
    Requests Outstanding Displays your Requests Outstanding window, which is the window which displays requests for which you are responsible.
    Tasks Outstanding Displays your Tasks Outstanding window, which is tasks that have been forwarded or assigned to you.

  5. The relevant window is displayed, with your username at the top of the Explorer pane, and a list of ways in which you can filter the results.
  6. Your Group’s Calls all items assigned to your group
    Forum/Watched Calls all items you are currently watching
  7. Beneath this is a choice of what status items you want to view.
    8. Escalated Items Items that are outstanding for you and have exceeded your organization’s service goals
    Suspended Items Items that are outstanding for you and were suspended while actioning (forwarding or deferring) the item
    Suspended Group's Items Items that are outstanding for your group and were suspended while actioning (forwarding or deferring) the item
    Delegated Items If you are named as a delegate for another Analyst's calls or tasks, you can also view items that have been delegated to you
  8. Depending on your choices, the following further filters are displayed lower down the explorer pane. Select as necessary.

    9. Your Items

    Items assigned to you

    This is displayed for Outstanding Items and Suspended Items.
    Forward to You

    Items forwarded to you

    This is displayed for Outstanding Items and Suspended Items.
    Forward to Your Group

    Items forwarded to your group

    This is displayed for Outstanding Items and Suspended Items.
    Forward Internally

    Items forwarded internally

    This is displayed for Outstanding Items and Suspended Items.
    Resolution Breach

    Items for which the agreed timescale for resolution has been breached

    This is displayed for Escalated Items.
    First Call Back Breach

    Items for which the agreed timescale for resolution has been breached

    This is displayed for Escalated Items.
    Response Breach

    Items for which the agreed timescale for resolution has been breached

    This is displayed for Escalated Items.
    Resolution

    Items awaiting resolution

    This is displayed for Escalated Items.
    First Call Back

    Items awaiting First Call Back

    This is displayed for Escalated Items.
    Response

    Items awaiting response

    This is displayed for Escalated Items.
    Action

    Items awaiting action

    This is displayed for Escalated Items.
    Action Breach

    Items for which the agreed timescale for action has been breached

    This is displayed for Escalated Items.

  9. As you check the boxes in the Explorer pane, the results pane will update to display the details.
  10. Select an item and then select in the toolbar to edit its details, or to review it.

Standard Buttons on Outstanding Windows

The following table shows the toolbar buttons you will see in most Calls Outstanding, Request Outstanding or Task Outstanding windows.

Select To…
Display the selected item in its own window.

The button is referred to by different names on different windows.
Choose the background and foreground colors of rows in a browse table based on the values of specific columns
Select the columns to display on a window. You can choose to view or hide a column and also change the order in which columns are displayed.
Show the search results in a graphical format.
Choose between different graph formats such as Bar, Line, Pie and settings.
Display the results in a tabular format.
Open a call, request or task in review mode. You cannot work on an item that does not belong to you unless you take it over.
Save the search criteria specified on Call, Request or Task Search windows.
If the entry you have searched for does not exist, you can use this button to add it.