Service Desk Call (new call)

Question 1

What is the purpose of new call?

Answer 1

Quickly capture basic information from a customer contact. Users can then decide if the call is an incident, a problem, a change, or a service catalog request.

Question 2

Users with the itil role can ___, ___, and ___ an existing call, but cannot ___ existing calls or ___ a call after it is transferred.

Answer 2

read, create, edit delete, edit

Question 3

What options does the user have for call type?

Answer 3

• Incident
• Problem
• Request
• Change
• Hang Up
• Wrong Number
• Status Call
• General Inquiry

Question 4

What tables are installed with New call

Answer 4

new_call - this is the base table for service desk call contains all call information

Question 5

What scripts are included with the New Call plugin

Answer 5

Populate companyCall

[new_call]

Code to populate the company field on the form with an appropriate value based on the selected caller.

Question 6

What business rules are included in New Call?

Answer 6

CallTypeChangedCall

[new_call]

Creates an incident, problem, or change record, based on the call type selection.CallTypeChanged to RequestCall

[new_call]

Redirects to a new service catalog request page based on the call type and request item selection.Calculate time spentCall

[new_call]

Calculates the time spent between opening the form and saving it.Domain - Set Domain - SD CallCall

[new_call]

Supports domain separation.