1.
If the problem has already been reported and a service request created, highlight the record and
click
I
Id
Sa"e
I
to add the caller to the existing service request.
If you do not want to associate this caller to an existing service request, simply click [
new record.
Call History
8ave
I
to create a
Once you enter a caller's information, any
previo~s
calls by this person will be displayed in the
Call History
panel.
em
-
,--
Incident Num Request Id
Prob Details
Call Time
Callback
Con
275597
126245
912012010 11:20 AM
,
[
III
,
The Caller I nformation Tab
There are two ways to enter information in the
Caller Information
panel. One is to click in each field and
manually enter the caller information. Or, follow these steps to enter the information more quickly:
1.
Type in the first few letters of the caller's last name in the
Last Name
field,
OR
the first few letters
of the first name in the
First Name
field .
A drop-down list will appear containing names that match the letters you entered.
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0
Section 4: The Service Request
Server AMS 2013 SP1 End User Training Manual
