Points To Remember When Opening Tickets
[rd_lists_ctn style=”rd_list_7″][rd_list title=”put the callers name in the Reported By field” content_color=”#dd3333″ icon=”lp-arrow-4″][/rd_list][rd_list title=”select the Repeat Trouble option and the Repeat Ticket Number if necessary” icon=”lp-arrow-4″][/rd_list][rd_list title=”that it is being opened on the correct service address (find out by asking the caller to confirm)” icon=”lp-arrow-4″][/rd_list][rd_list title=”that it is being opened on the correct agreement” icon=”lp-arrow-4″][/rd_list][rd_list title=”that we have a contact number for the person who is calling (ie: verifiy the number with the customer) and if it is not listed be sure to enter it into the Alternate Number field – not just in the comments where it can be difficult for onsite technicians to find.” content_color=”#dd3333″ icon=”lp-arrow-4″][/rd_list][rd_list title=”add notes for your troubleshooting steps and add white space to improve readability (ie: not all garbled into one paragraph).It is unfortunate that there is no formatting when you copy and paste from your in house ticketing system however Hay requires readable comments which includes short paragraphs or point form with white space so you must take the time to properly format.
One idea is to write your actual notes in a text editor such as Notepad++ or Sublime Text.
From there you can copy the notes into both systems and you won’t have to re-format anything.
For example keep a text file on your desktop called “Tech Support Notes.txt“ and save it as your scratch pad. Go paperless.” icon=”lp-arrow-4″][/rd_list][rd_list title=”You can open a ticket for customer not in ivue (ie: Hotspots) by going to Trouble Management\Trouble Ticket and click Add.” icon=”lp-arrow-4″][/rd_list][rd_list title=”Customer who have pending service orders can have tickets created – look them up by the Account Number when doing the search. At the very least if you have an issue with this put the ticket in using the above mentioned method.” icon=”lp-arrow-4″][/rd_list][/rd_lists_ctn]
General Tips
Tip 1: Tab
Remember you can tab through all the ivue fields so you don’t have to take your hands from the keyboard.
Tip 2: Set Aside
You may or may not be aware but in ivue you can use the “Set Aside” button up at the top right if you need to jump into something new. You can later Retrieve your screen to get back.
Tip 3: Favourites
If you haven’t already you can set up “My Favourites” in ivue to help you pull up certain screens faster. For Tech Support some valuable screens are: All, Trouble Ticket, Service Address, Call Entry. To add a screen to your favourites go to that screen in ivue, click the My Favourites menu, click Add Current Screen to My Favourites.
Tip 4: Multiple Ivue Windows
In some cases it is very nice to have two ivue screens open at once. You can open multiple Ivue windows by clicking Application and then New SIS Window.
Fastest Way To Get A Ticket Opened From Any Ivue Screen
[rd_lists_ctn style=”rd_list_7″][rd_list title=”With the ivue Window active hit ALT + I (this brings you to the Find window)” icon=”lp-arrow-4″][/rd_list][rd_list title=”Enter the three letters “cal“ and press enter (this opens the Call Entry window)” icon=”lp-arrow-4″][/rd_list][rd_list title=”Hit enter a second time (because the Add button is active so this opens the customer search window)” icon=”lp-arrow-4″][/rd_list][rd_list title=”Hit tab and begin typing the customer’s name (or select different search type and perform your search for the customer)” icon=”lp-arrow-4″][/rd_list][rd_list title=”Select the service type the customer is calling in regarding.” icon=”lp-arrow-4″][/rd_list][rd_list title=”Click the “Trouble History“ tab to review recent tickets.” icon=”lp-arrow-4″][/rd_list][rd_list title=”If you are just logging a closed ticket fill in the highlighted blue fields, select resolution “resolved“ and enter your comments.” icon=”lp-arrow-4″][/rd_list][rd_list title=”If you are logging a ticket for escalation don’t set it to resolved, but add a comments row explaining the troubleshooting you have done already (use white space, don’t make it unreadable by making it all one paragraph…)” icon=”lp-arrow-4″][/rd_list][/rd_lists_ctn]When Leaving Ticket Open Waiting For Customer To Call You Back
One more thing to keep in mind. If you are leaving a ticket open in Ivue because you are waiting for a customer to call back please assign it to yourself and set the status to “Waiting on Customer”.
To assign to yourself simply open ticket, go to the Dispatch Tab, and add a row and select your name.
Only leave escalations / item sent into repair unassigned and opened.