Home > Quick Calls - RFC

Quick Calls

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

If the Quick Call functionality is enabled for the system, after the Customer and if relevant, Item details are assigned to the RFC, 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 RFC being created, which enables pre-approved RFCs 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 RFC using the Quick Call Template configuration, the User simply selects the Next button after assigning the Customer information to the RFC. 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 RFC, 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 RFCs created with multiple Items assigned that use different Items, Quick Call templates with no Items assigned are displayed. For RFCs 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 an RFC 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

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

5. Click Save.
   

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