Field description new HelpDesk

The left side will show customer/machine info, and the right side is where you enter the HelpDesk task

Search

Search	Mark first if you would like to search for a customer or machine. E.g. Enter the first part of the customer name, number, address, telephone etc., then press F3. The system will find a selection e.g. for this name and you should then be able to choose the correct customer from a list. For machine you can search for serial number and machine properties. Your administrator can decide if customer name 2-4 should be shown in the drop-down list or not. Also he can decide if you only should be able to search for customer number and -name (company XXX/SUPPORT/SEARCH_SHOW_C_NAME_2(..4) and SEARCH_CUSTOMER_SIMPLE)) Your administrator can limit the search, so that some models does not appear in the search ( COMPANY_XXX/SUPPORT / MACHINE_LIST_SG_NOT_VISIBLE)
Contact	Find a contact in the dropdown or type a new contact, by pressing the new-button (white paper). This contact will be saved on the customer card.
	Shortcut to open customer screen dialog
	This button opens the statistical information for the chosen customer.
	Select a machine from the chosen customer’s installations.(For information about installations, see: Customer and Machine)
Remote	Remote connection to customers. In Evatic Admin you will find the settings needed for this function to work. In Evatic Service you need to make sure that your remote settings on the customer card is checked for MAIN.
Contact	In this drop down list box the contact at the customer site can be chosen.
	This button can be used to add a new contact for the customer that will be automatically added for this project, as well as on the customer dialog.
email	The e-mail address for this contact. If this is filled in you can click on the email button to send mail.
Department	In which department the customer/machine is located.

Example; 4 extra link buttons can be added to the HelpDeskcard by the administrator. E.g. link to a home page, Microsoft Word etc (Company XXX/HelpDesk/ LINK_BUTTON_1 (..4)_TEXT and LINK_BUTTON_1 (..4)_ACTION)

Machine

This list shows all the customer's machines. By pressing the Excel-button you will be able to export the list into Excel. You have to mark the machine you want to create HelpDeskjob on.

Customer

Address

Customer no	Shows the customer number of the selected customer above.
Area	In this drop down list area code can be chosen.
Address	Shows selected address
Phone	Shows the customer telephone number
Sortgroups 1-5	Shows selected sortgroups for the customer
Properties	Customer properties. By pressing the Excel-button you will be able to export the list into Excel.
Contract	This list shows all the customer's machines. Double click to open the contract.

Machine

The checkbox just above the machines, must be checked for a machine to be connected to the task. Un-checking it means you don't want to work against a machine.

Then the radio button next to the machine number must be marked to add the machine to the task. This means that it even if you mark another row in the machine list the machine on the project task will not be changed. It is the row that is selected with the radio button that is the machine that should be saved on the task. But if you choose another row you can see the information about this machine on the machine tab.

Details


No	Show the machine-/serial number
	Short cut to open the machine dialog screen.
	This button opens the statistical information for the chosen machine
	Button to show preview of a report with contract/meter and project summary of the selected machine.
Visit address	Shows the machine's visit address
Phone number	Shows the phone number from the selected address
Model	The machine’s model type.
Installation date	Date the machine was installed.
Customer warranty	Customer warranty date. The date is a warranty valid until date.
Properties	The properties from the machine
Accessories	Accessories that you will find on the machine card
Contracts	Shows what contract this machine is a part of. Double click to open the contract.

HelpDesk task

Created + date	The user that received the task. Standard: the user logged in/Date and time the task was received. Is used to calculate the correct responstime.
Response time	The promised response time. This number refers to the maximum number of hours before the task will be started. The response time can come from 3 different places in Evatic: 1. Default setting in Admin 2. Contract (see contract type) 3. Priority code
Solution time	The solution time. This number refers to the maximum number of hours before the task will be completed. The solution time can come from 2 different places in Evatic: 1. Default setting in Admin 2. Contract (see contract type)
Contract	The type of contract for the machine. If the machine is not under contract the field will show --- (red). To be able to see contract here, you have to check the contract-type for "HelpDesk" as well as "Service"
Pre-paid units	Select which pre-paid account you would like to deduct from Note! See Contract If an account is selected, this account will be valid for all orderlines registered after the selection has been made. (start/stops)
Symptom code 1-4	Drop-down list boxes where you can select common tasks. If you press <Enter> in one of these boxes, after a selected symptom code, the task will be placed in the symptom description. Using the mouse you will only select task/symptom code. Note! Your administrator can decide if the same codes also should be used when sending the HelpDesk task to service. He can also set up default symptom code whenever you enter a new task.
	Button to show the symptom dependencies. If you select a node in the tree structure, it is copied into the symptom code fields. TipOnly to be used if you have created Symptom-dependencies in the settings in Evatic Service.
Priority	The priority of the task can be set to default if you connect priorities to your symptomcode. Select from theDrop-down list (F4). This default priority code can be changed in the HelpDesk module.
Incident status	Drop-down list boxes where you can select different incident status Your administrator can decide if it should be possible add Incident status in the HelpDesk module. See COMPANY_XXX\SUPPORT \ INCIDENT_STATUS_ON and DEFAULT_INCIDENT_STATUS
Task title	A title of the task. Your administrator can decide if it should be possible to see a title line in the HelpDesk module. See COMPANY_XXX \ SUPPORT \ SHOW_ TASK_TITLE
Symptom text	A text description of the task. If necessary you can enter information particular to this task.
Intern comment	Free text field for entering internal comments.
HelpDesk tree	Select the node within the tree where you wish to place the task. That is, if you haven't selected a default task-node on you technician. Note! Some folders can be set up to not have any tasks.

Buttons:

Close window after create new	Mark if the window should automatically close after entering a new HelpDesk job and saved it (F12)
Send email after create	Mark if the email window should automatically open after entering a new HelpDesk job and saved it (F12). Your administrator can set up a default mail text for incoming new task. Company XXX/SUPPOR/ MAIL_NEW_MESSAGE.
Create	Button to save the HelpDesk task (F12). The task will be moved to the HelpDesk-list (Ctrl + U) and the window is empty and ready for a new task.
On hold	Button to put the HelpDesk task on hold. A new screen appears where you can set date and time. The task is moved to another folder. Tip When the on hold date is reached the task is automatically set off hold and moved back to it’s originally folder. A task that is set on hold can also change priority code. NB! Default "On Hold" - time is set in Evatic Admin, and will be shown as default. You can change this time.
Start on	Button to start on the HelpDesk task now. The HelpDesk summary dialog screen will open, and the clock will start "Ticking" Note! if you push <start on> the task will always be created in the default folder for the technician/resource.
Assign	Button to assign the HelpDesk task to technicians.
->Service	Button to send the HelpDesk task to service (see Project-Summary)(see HelpDesk to service default node). This is if the task can not be solved in the HelpDesk-module and you need a service-technician to look at the job. You can select a different folder that the one that is default. If you have been working on the HelpDesk-job before you send it to service, you will get a "pre"-order window, that shows all the starts and stops you have on this task: 1. You have to decide if there should be created an invoice of what you already have done. Or select to change the summarized time and invoice a different time. This in on the down right side of the window. 2. Decide what service-article to use. Everything you have done will be summarized to one orderline. 3. Add a voluntary text for the order 4. Press OK to save The HelpDeskjob will be ended as task 1 on the service-project, and the servicejob will be started as task 2. There will be created 2 orders. Note! Your administrator can decide what should be the received date. Company XXX/SUPPORT/MOVE_TO_SER_CHANGE_ RECEIVED_DATE

Note! Your administrator can decide if the rows should have alarm color even if the task has registered work as received time (see COMPANY_XXX/SUPPORT /ALARM_COLOR_EVEN_IF_WORK_ADD_NEW).If there is work time with other types or the task is checked out then the task will not have alarm color.