Selecting options for the Call Center form - HxGN EAM - 12.0.1 - Help - Hexagon

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HxGN EAM Version
12.0.1

Select the options for the Call Center form to expedite the incident request process.

  1. Select Operations > Call Center > Call Center.

  2. Select the organization for which to select options, and then click the Record View tab.

  3. Specify this information:

    Default Source - Select the source to display as the default source on the Call Center form.

    Default WO Status - Select the default status to display when creating a work order on the Call Center form.

    Default WO Org. - Specify the organization to display as the default work order organization when a work order is created and the system cannot determine the work order organization from the service problem code or equipment.

    Default Type - Select the default request type.

    Default Find Contact By - Select the default option to search by when searching for contact information.

    Use Default Organization - Select to use the call taker's default organization on the Call Center form.

    If unselected, the call taker must pick an organization for each caller on the Call Center form.

    Default Source from Portal - Specify the default source for the service request records created from the Service Request Portal.

    Default Type from Portal - Specify the default type for the service request records created from the Service Request Portal.

    Default Status from Portal - Specify the default status for the service request records created from the Service Request Portal.

    Open Request Status when WO Closes - Select the status to assign to open incident requests when the work order to which they are linked is closed.

    This refers only to service requests that are open.

    Option

    Description

    Open

    Select to keep the service request open when the work order closes.

    Follow-up

    Select to flag the service request for follow up when the work order closes.

    Closed

    Select to close the service request when the work order closes.

    Cancelled

    Select to cancel the service request when the work order closes.

    Follow-up Request Status when WO Closes - Select the status to assign to follow-up service requests when the work order to which they are linked is closed:

    This refers only to service requests marked for follow-up.

    Option

    Description

    Open

    Select to open the service request when the work order closes.

    Follow-up

    Select to flag the service request for follow-up when the work order closes.

    Closed

    Select to close the service request when the work order closes.

    Cancelled

    Select to cancel the service request when the work order closes.

    You may define more statuses to meet your call center requirements. Contact your system administrator for more information.

    Top Ten Lookback Days - Specify the number of days for which to calculate the top ten knowledge base articles. For example, enter 10 to view the top ten articles for the last 10 days, or enter 6 to view the top ten articles for the last 6 days.

    Minimum Penalty - Specify the minimum penalty amount that must be met before a penalty can be deducted from the maintenance fee.

    Service Code Validation - Select one of the following options:

    Option

    Description

    Department Structure

    Select to define a hierarchy of department, provider, service category, and service code on the Department Structure page of the Departments form. Equipment and service code do not restrict one another. For example, a service code for tree removal does not need to be linked to every possible parcel within a city. Call takers may select tree removal as the service code, and then select the property location for the problem.

    Service Delivery Matrix

    Select to configure a matrix of valid department, provider, service category, and service code combinations for equipment on the Service Delivery Matrix page of the Equipment form. If selected, only equipment with service delivery matrix flagged can be selected.

    Service Delivery Matrix is very restrictive and requires more maintenance.

    The equipment must be flagged as Service Delivery Matrix in order for the lookups and KB search to be filtered on the equipment.

    Simplified SDM

    Select to configure a simplified matrix of valid service codes and suppliers for the equipment. This can be done on any level, such as campus, building, floor, room, or any other asset.

    Event Log Type Filter - Select to restrict event types in the Event Log pop-up on the Call Center form. See Defining event log type filters.

    Allow Request to be Closed while WO is Open - Select to allow the call taker to close the service request while the work order is open.

    If unselected, a status change to Closed on service requests linked to open work orders is not allowed.

    Populate Customer Information on Unsuccessful Search - Select to always copy the information used to search for a contact. For example, copy contact name or phone number to the contact information section when the contact is not located through Find Contact By.

    Allow New Contact to be Saved on Customer Request - Select to allow a new Contact Information record to be saved on the Service Request section of the Call Center form.

    Clear if only authorized callers are allowed, or if only addresses are stored on the Contact Information record.

    Use Department Structure Values Only Once - Select to use each value in the department hierarchy of provider, service category and service code only once.

    Provider, Service Category, and Service Code can appear in the department structure only once. If you select a service problem code, Department, Provider, Service Category, and Service Code are automatically populated based on the associated department structure. Unselect to use a service code for more than one department, service category, or provider.

    To select options for the duplicate work order check on the Action Request section:

    Enable Duplicate WO Check - Select to enable the system to check for duplicate work orders. The duplicate work orders are displayed in Work Order on the Work Orders popup on the Call Center form. When duplicate work orders exist, users can link to an existing work order or create a new one.

    Days to Show Closed WOs - Specify the number of days to show a work order when the work order has closed.

    Specify the Days to Show Closed WOs to reduce the number of possible duplicate work orders to display for the equipment. Leave it blank to show only work orders that are still open. Enter 0 to show work orders that were closed today or enter 1 for yesterday, etc.

    Days to Show Open WOs - Specify the number of days to show the work order after the work order was created. For example, enter 0 to show work orders created on the current date only, enter 1 to show work orders created one day prior to the current date, or leave it blank to include all open work orders.

    WO Types - Specify the work order types to allow call takers to link to customer requests. For example, enter Breakdown and Repairable Spare to allow the call takers to select work orders of Breakdown and Repairable Spare type only. Enter null to allow call takers to link customer requests to all work order types.

    WO Statuses - Specify the work order statuses of which to allow call takers to link customer requests.

    Match WO Header Equipment Only - Select to display work orders when at least one equipment record on the Call Center form matches the WO header equipment.

    Match Equipment on WO Header or Equipment Tab - Select to display work orders when at least one equipment record on the Call Center form appears on the WO header or the Equipment page of the Work Orders form.

    Match Service Category - Select to display work orders when Service Category matches the service category of the customer request.

    Match Service Problem Code - Select to display work orders when Service Problem Code matches the service problem code of the customer request.

    To select options for the Knowledge Base pop-up:

    KB Results Per Page - Specify the number of knowledge base articles to display per page after a knowledge base article search.

    Show Service Category in Knowledge Base - Select to display the service category in the knowledge base.

    Show Provider in Knowledge Base - Select to display the provider in the knowledge base.

    To select options for the GIS Map Search pop-up:

    Show Service Problem Code in Knowledge Base - Select to display the service problem code in the knowledge base.

    Highlight on Map - Select to have the option to highlight addresses on the map.

    Identify Features - Select to have the option to identify features on the map.

    Show Children - Select to have the option to show child equipment on the map.

    View Nearest Address - Select to have the option to view the nearest address on the map.

    Schedule WOs - Select to have the option to schedule work orders from the map.

  4. Click Save Record.