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Quick Calls

Quick Calls are used for common Requests that are logged using a template during the Request creation process.

If the Quick Call functionality is enabled for the system, after the Customer and, if relevant, Item details are assigned to a

Request, within the Details tab the Quick Call options are displayed below the dashed line in the Request Type drop-down list.

• Quick Call Templates also define the stage of the Workflow for the Request being created, which enables pre-approved Requests to be created in the system.

Quick Calls and Item Assignment

When creating a Quick Call, an Item can be assigned after the Customer information has been set or when the Quick Call template is applied to the Request.

If the Item is to be assigned to the Request using the Quick Call Template configuration, the User simply selects the Next button after assigning the Customer information to the Request. The application moves to the Details tab and within the Request Type options, the list displayed only includes Templates that have Items preset.  

• The Next button will only be visible after the Customer has been assigned to the Request, if Quick Call templates that have Items assigned are configured in the system.

If a specific Item is associated with the Quick Call Request within the Customer tab, the options displayed within the Request Type drop-down list will include Quick Call templates associated with the Item Type already assigned to the Request, and templates assigned the Unknown Item.

For Requests created with multiple Items assigned that use different Items, Quick Call templates with no Items assigned are displayed. For Requests where the same Item is assigned on multiple occasions, Quick Call templates that have the matching Item and no Items assigned are made available in the Request Type drop-down list.

To create a Request using a Quick Call:

1. After allocating a Customer and Item(s), click Next to move to the Details tab
   
   

2. Within the Request Type drop-down list, select the relevant Quick Call template displayed below the dashed line

3. Assign the Classification
   The list displayed will be based on the Item assigned to the Request.
   
   

4. Click Done.
   All Request details will be populated according to the Quick Call template. Any amendments can be made through the Request Summary screen.

5. When saved, the Request created using the Quick Call template can be duplicated, to minimise data entry requirements for multiple similar Requests.